RockAuto

I've used RockAuto several times and they have been great to order from. Their parts prices are some of, if not, the best and the shipping rates are spot-on. In my experience, RockAuto is also no-hassle when dealing with parts warranties. I needed a part replaced under the manufacturer warranty and they quickly refunded me the price of the new replacement part and the shipping once I provided them shipping confirmation of the old part being returned. Based on my several experiences with RockAuto, I would say that they do business right!

very user friendly website. saved money by ordering online

Easy to find and confirm part. Ordering process is smooth and uncomplicated.
Rock Auto ROCKS!!

Review: I ordered a set of 4 struts for my car from Rock Auto in February. I didn't get a chance to install them on my car until the past week due to dealing with family health issues. I realized when going to install them on the car that they were not the correct part as advertised on the website. I contacted the company immediately and they advised that all they can do would be store credit and admitted that it was their fault for the whole issue. I would not be opposed to doing store credit if they had the correct part, but they do not have the right one so I need the refund to put towards the correct part with another company. They have clearly admitted that it was their fault but will not take responsibility on issuing the proper refund.Desired Settlement: All I would like is the price I paid which was $281.30 for everything including shipping and they can pay shipping for me to send them back.

Business

Response:

We are sincerely sorry this customer

received struts that were listed incorrectly in our catalog. Catalog

errors are rare, but occasionally they do happen. We have fixed our

catalog, so this issue will not occur again in the future. Given the

nature of his situation, we are willing to offer him a refund for

these struts, issued back to the MasterCard he used to place the

order. However, given that the return is so far outside of our 30 day

return policy, we are unable to refund the original amount of

shipping he paid. If it will resolve his complaint, we will generate

him a prepaid FedEx label to return the struts for a full part cost

refund of $257.16. If he wishes to take advantage of this refund, we

encourage him to contact us directly via email: erica at rockauto dot

com.

I,m very pleased with Rockauto.com from the last two positive purchases I placed with them! fair reasonable pricing and online competitive which is very good for business!,the shipping time for arrival was ok for standered priority mail! but I still rather see more free shipping on most of the part orders!...thank you & keep up the work from a pleased customer in [redacted].

A pleasure doing business with RockAuto. There website is easy to navigate and their part selection is very extensive.

Review: Bought radiator for my mercedes advertised to fit said vehicle, doesn't fit, will not exchange or refund, still new in box.Desired Settlement: wanted to exchange for credit to nissens 62743A radiator

Business

Response:

This customer purchased a

radiator in November 2014. He reported a fitment problem 4 months

later, in March 2015. As our Policies

page explains, we accept returns within 30 days so that customers

have ample time to ensure the products they purchased are not

problematic in any way. Since this customer waited 4 months to report

any problem, the part can not be returned for a refund.

Very efficient service.

Review: I ordered a brand name ([redacted]) Distributor Cap auto product from Rock Auto that cost $39.79 and received an inferior part ([redacted]) from them that listed on another internet site for $23.78. The part that I was sent was not even listed on their website. When I called their company to try and correct this problem and return the part, I was told by 4 different people that I could not return the part and get the correct part. The people that I talked to were rude and not helpful and refused the return of the part. As this was a birthday gift for my son-in-law and since I could not get any satisfaction from Rock Auto, I gave it to him and he was able to place the part in his car. My concern, at this point, though, is will this [redacted] part have the lasting power that the [redacted] part would have had. The [redacted] part definitely looks very superior and sturdier compared to the [redacted] part. I feel that I overpaid for the part that I received and feel that Rock Auto owes me a refund for the part that I was forced to keep. Rock Auto's excuse that they have no control over what the manufacturer sends to the customer is just bad business, and I think that they need to get this under control to better serve their customers.Desired Settlement: What I would like Rock Auto to do is to compensate me for sending me the wrong part and for subjecting me to extremely bad customer service. I would like to receive a refund from them in the form of a check for the difference of the cost of the two items. This refund should be in the amount of $16.01. An apology for the treatment I received would be nice, too!

Business

Response:

We are very sorry this customer

received a distributor cap that was a brand she did not want.

[redacted], the brand she purchased, sources its parts from

manufacturers all around the world; it is not an original equipment

manufacturer, so often their products will be different brands, boxed

and sold as [redacted] parts. This is a normal practice in the auto

parts industry and many other brands, such as AC Delco, engage in the

same practice. The parts should fit and function just like the

original equipment regardless of brand, as long as the customer has

ordered the correct part.

She was within our 30-day return

policy when she called us, so she could have returned the part within

that 30-day window. When she had her Discover card customer service

rep call us, we explained this return option. The customer then said

she had installed the part and was only interested in a refund of the

difference in price between the amount she paid, $39.79, and the

amount she saw the part listed at on [redacted].com, $23.78. However,

given that [redacted] purchased this [redacted] part and boxed and sold

it as a [redacted] part, we are unable to reimburse this customer

the difference between the part she purchased and a part we do not

list in our catalog and that she found online independently. We do

not price match our competitors, and we cannot speak to the prices

other companies are charging for their products. We work hard to

offer the lowest prices around, and most of the time we succeed.

Consumer

Response:

Review: According to the site info, the part was supposed to fit my truck ( on the confirmation paper, it said it will fit my truck), but it did not. I contacted Rock Auto, but because it was past the 30-day free return policy, they would not help me, and said "there is nothing they can do."Desired Settlement: I have a part in my house in the original box I don't need or want. I would like a refund

Business

Response:

We are sorry Mr. [redacted] received a drive shaft center support that

would not work for his vehicle. The part he purchased supports a truck

with a 1.375" inner diameter support bearing. We're uncertain if this is

the diameter support bearing he has. However,

RockAuto has a 30 day return policy, which is listed on our website in numerous locations:

http://www.rockauto.com/lang/en/policy.html#Returns. Mr. [redacted]

placed his order on February 8, 2013, and contacted us on July 13, 2013,

regarding his desire for a return. We were unable to accept a return so

far outside of our return policy window -- 4 months.

Can't beat the prices

Easy to use website.

Fast Shipping, Great Prices!

competitive pricing for quality products. Have ordered several times and always satisfied with order and prompt shipping

Great prices, great part range, super quick turnaround.

awesome to deal with fastest shipping I have seen

Review: On March 20, 2014 I order a heater core from RockAuto, their order #[redacted], heater core is Vista Pro 399306. In installed the heater core in my auto in October 2014, and it leaked since new. It has only been used a few hours and leaks like a sprinkler. It is obviously a defective part. the heater core was shipped from Rockauto with a Ready-Aire Heater Core Limited Warranty document which states the product has a 12 month limited warranty against defects in material and workmanship, and advises to either contact the manufacturer or retailer for replacement. I contacted Rockauto on 12/10/14 to ask about a replacement, and they quickly responded that they only have a 30 day warranty policy. I wrote them back and received this response on 12/10/14: "Vista-Pro did originally have a 1 year warranty with their products. However, they are exiting the aftermarket and so their warranty is actually no longer valid. Basically, because this line is being discontinued by Vista-Pro, there is nothing we can do about their warranty since it is no longer being honored."

However, Vista Pro still continues to advertise the heater core warranty on their own website and lists the item as still available. Rockauto's own website shows this part still available in their inventory. Rockauto should stand by the warranty advertised at the time they sell the product, not sell a defective item and later claim the warranty documents they send with the part are "no longer valid." This action on their part likely violates Wisconsin's Consumer Protection Act, but rather than have to file a claim over this part, they should make it right, honor the warranty initially advertised and send me a non-defective product or full money back.Desired Settlement: Rather than having to file a legal claim in Wisconsin, I would prefer Rockauto honor the 12 month warranty they acknowledge was sent with the product but not claim "is no longer valid" and send me a replacement, non-defective part. If they claim to no longer have the correct part, contrary to what their website shows in their inventory, they should send me a complete refund because they sold me defective, useless junk.

Business

Response:

We apologize for the incorrect

information about this order. We no longer have this part number

available for replacement. We sent return instructions to the

customer, who is returning the part for a refund as he requested.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. I have not yet had the opportunity to remove the defective part from my vehicle and return it, however, Rock Auto has provided me with return information and says they will provide a refund once they receive the part. I appreciate their willingness to work with me to this resolution, but unfortunate that I had to file a complaint with the Revdex.com to get this response. Though I have not yet received the refund, I will take the business at its word that it is going to pay, and I do accept Rock Auto's response.

I find Rock Auto to have an excellent selection of parts for my 15 year old car, and their shipping and service is far better than their online competition.....and price-wise, they are more than competetive.....my total rating?..... % STARS !!

Rock Auto is the real deal!!!! You can trust that you will get quality parts at reasonable prices. There site is user friendly and well organized.

My name is [redacted] and I drive a 1989 FORD F-150 that I am bringing back to life. I can always count on not only getting the parts I need but getting the right parts at ROCK AUTO PARTS. THANKS GUYS YOUR THE GREATEST!!!!!