RockAuto

EXCELLENT COMPANY!! Wonderful selections of parts, ultra-fast shipping, and fantastic prices!! This is the ONLY place I'd recommend for anything automotive!

best selection, best pricing, not the best shipping rate. All around a good company to do business with

Review: I ordered auto parts that specifically covered my year/model/engine type. When I received the parts, they were all wrong. I called RockAuto to figure out what happened, they told me it was my fault because these parts were for the european market. At that time he explained that there is a flag next to each item advertised that showed this. When I went online to see what he was talking about, there was a 'flag', but it just looked like a blue box, similar to a bullet marker. I told him that this so called flag didn't mean anything to me because my actual vehicle type, etc. was listed for these parts. He said he would generate a Fed ex return label, but when he tried, he found he could not do so because they needed a tracking number first. As the parts came from the UK, he said the parts had to go back there. I told him I would get one from fedex and contact them with it. I went online to make arrangements and discovered that the cost of shipping far exceeded the cost of the parts.

I called back a couple of days later and talked to Josh, who identified himself as a manager. I was told that because it was my fault for ordering european parts, they could do nothing for me. I was not happy. When I explained that they had listed my very vehicle for the parts I ordered, He said I should have known when I saw the flag. I explained that their 'flag' is not the issue. The fact was, my vehicle was listed and there was no other warning that the parts I ordered would be wrong. Incedently, My car is a european vehicle, (Saab). When I mentioned this he simply argued that it was sold in the U.S. He then asked me if I had moved my cursor over the flag. I asked why would I do that? I had no reason to think, according to what I was seeing, that I was going to get wrong parts. He continually insisted that the problem was my fault. He did offer to pay the original shipping cost, but the remaining cost would still exceed the cost of the parts. This was not acceptable. When I tried to escalate the call, He said He spoke for the owner and the owner doesn't take calls. He then offered another Manager who he said would give the same arguement.Desired Settlement: I dont have any use for these parts. I want my funds returned. I will be happy to send parts back C.O.D. I have already paid a large sum for shipping to get these wrong parts. This issue is absolutely not my doing

Business

Response:

We

are sorry this customer received engine parts he cannot use and that

he was confused by our European Union flags. The flags in the part

description indicate which market's vehicle the part will fit. When

the same vehicle was made in more than one market – in this case,

U.S. and Europe – the customer needs to use the flags in the part

descriptions for direction on which part to buy. Our website lists

parts for many different countries' markets because we are an

international, e-commerce business. We do try to provide all the

necessary information on our site to help customers choose the best

part for their vehicles, including a detailed explanation of what our

flags mean, which can be seen here, in our FAQ section:

https://www.rockauto.com/lang/en/answers.html#flags.

Additionally,

when he added the parts to the online shopping cart and entered his

shipping zip code to obtain a shipping quote, the quote would have

read, “Shipping:

from United Kingdom (Great Britain),” with the price of the

shipping provided. This same note appears on the checkout page.

We

can credit the customer for these parts if he returns the parts to

the warehouse that stocks them, which is in the United Kingdom. The

customer paid approximately $40 in shipping for these engine parts,

via FedEx International Priority. If he uses FedEx International

Economy or USPS Express Mail International to ship the parts back,

the cost should be similar. However, he is free to return them using

any carrier he likes; he may find that returning them via another

method like DHL or UPS is less costly.

Business

Response:

We

are sorry Mr. [redacted] is frustrated, and we understand that his Saab

vehicle is a European vehicle. However, often auto manufacturers will

make U.S. and European market versions of the same European cars –

Saab is one such manufacturer, along with Audi, Mercedes, BMW,

Volkswagen, Volvo and more. The United States and Europe have

differing safety and emissions standards, particularly with regard to

exhaust and engine parts like exhaust valves, cylinder heads and

intake manifolds. Mr. [redacted] ordered cylinder head bolts, valve stem

seals and exhaust valves that fit only the European-market version of

his Saab model. The customer can tell whether the parts will fit the

European or U.S. Market version of the car by the European flag in

the part description, along with our floating text that appears when

the customer holds his mouse cursor over the flag. This catalog

feature can be seen in the attached screenshot image, [redacted]Revdex.com.png.

This

is why we tell our customers when the same vehicle was made in more

than one market – in this case, U.S. and Europe – the customer

needs to use the flags in the part descriptions for direction on

which part to buy.

Addressing

his other concerns, the parts he ordered do fit his Saab, if he owned

the Saab manufactured for the European market. The valve stem seals

he purchased also fit Alfa Romeos, as well as other European market

vehicles, like Renaults and Peugeots.

The

reason we did not escalate Mr. [redacted]' call is because the parts

were ordered incorrectly, and we had no other options for him, except

to set up a return. If we re-shipped him any parts, they would be the

same, incorrect parts, ordered for a vehicle meant to be driven in

Europe rather than the United States. He is still free to return the

parts, should he wish to ship them back to the United Kingdom.

Consumer

Response:

RockAuto sent me the wrong part.I'm out $20.00 and stuck with it.After twice unsubscribing to RockAuto emails,RockAuto keeps sending them to me.I will Not order anything else from RockAuto.....

Simply put, one of the best!

Review: I am a loyal customer to Rock Auto Parts for last few years. Recently attempted to return a couple of defective items and shocked by their answer. Prime concern is regarding a water pump (details follow) which I replaced by purchasing a different brand. Purchase made through Rock Auto. I was told that I could only receive another water pump of the same brand and part number. They suggested I remove the AC Delco unit purchased from them and return it under the 30-day policy and then order another Airtex unit at which time they would provide return instructions. Or, simply keep the AC Delco unit on my car and sell the replacement water pump locally. This is the most asinine comment ever heard. I ask they do the right thing and take care of their customer. I believe these were low level employees not having the ability to make a reasonable decision and asked to be connected to an officer of the company. They stopped communicating at this point. I believe management would approach the situation differently when brought to their attention.

Order # [redacted]

Brand Airtex

Part # [redacted]

Desc Water Pump

Reason Noisy Bearing

Comments:

Just received and installed AC Delco # [redacted] pump on order #[redacted]. Problem solved.

Order # [redacted]

Brand Standard

Part # [redacted]

Desc Headlamp Switch

Reason Actuator Rod Will Not Lock Into Switch

Comments:

Purchased a new switch locally and solved the problem.Desired Settlement: My desired outcome is for Rock Auto to issue return authorization for the Airtex water pump (order #[redacted]) and to issue credit, including return freight. Also, I would like to continue doing business with Rock Auto on an uninterupted basis.

Business

Response:

This customer purchased an Airtex water

pump in May 2014. Nine months later (February 2015), he purchased an

ACDelco water pump. He then asked to return the Airtex pump for a

refund. Similarly, in June 2014 the customer ordered a headlamp

switch. He contacted us 8 months later (February 2015) asking to

return it for a refund after replacing it locally.

As our Policies

page explains, like other retailers of branded products,

RockAuto does not offer any product warranty of our own--we honor the

warranty provided by the manufacturer of the product. If you have a

problem with a part during the warranty period, please contact us and

we will arrange a return and replacement of the same part. Warranties

offer only replacement of the defective part with another part: no

cash refunds and no reimbursement of labor costs, shipping costs or

other expenses.

Both the Airtex pump and the switch are

still under the manufacturer's warranties, so the customer is welcome

to replace the parts with the same respective part numbers. He can

not replace one brand with another or return products for refund

under warranty. Since the manufacturer's warranty does not cover

shipping costs, the customer is responsible for returning the parts.

No refund will be issued for his Airtex pump or his headlamp switch

purchased 8-9 months ago. We accept returns within 30 days, so if

he'd like he can return the ACDelco part under our 30 day return

policy as long as it is uninstalled. If installed, it is not

returnable for refund.

Unlike some companies, everyone at

RockAuto speaks for the company and has equal ability to make

decisions. After the customer had been told the same information by

several representatives (including multiple Supply Chain Managers),

additional contact presenting the same information was redundant and

unproductive so we decided further communication about this topic

wasn't necessary.

Consumer

Response:

100% Satisfaction! I've been ordering parts for a year now for a 68 Barracuda. RockAuto sends the correct parts in a timely manner for a really good price. I recommend using their services.

Always exactly what I was hoping to find, quality, and quick.

Good parts selection.Good web site.A little slow on shipping sometimes.Prices not bad.

Never had a problem with any orders !! Best prices around ! Husband would like to advertise for you ! Needs a hat ! Lol

I have been continually surprised and pleased that Rock Auto has a wide selection of parts for my 1965 Plymouth and that such parts are at what I consider to be a fair price (considering the pricing of specialty suppliers). Shipping has always been prompt.

Excellent customer service. Order shipped on time. All around great place to buy your auto needs. I recommend them daily to others looking for auto parts.

fast shipping

roc auto is in my opinion the best in the auto parts bizz !
quality auto parts & great fast service [[u don t find service like this these days ! }

I have used your site many times with great service and satisfaction.

Very Happy! Good prices, selection, and availability.
Quick shipping. Most orders arrived before the estimated delivery date.
Web site is easy to use, unlike some of the competition.

Great customer service
I have ordered parts several times from this company and each time the orders have arrived at my home before the scheduled arrival date. I'm very satisfied with the service and will continue to buy from rock auto as long as they keep running the company like they are now. Also, the prices of their parts are unbeatable !

Review: Rock Auto shipped me a part that appeared to be a used part and it was also the incorrect part in what appeared to be a box with the correct part number on it. They refunded the purchase price but I still ended up paying shipping cost both ways. This was their error and poor quality control.Desired Settlement: Reimburse me for all shipping cost

Business

Response:

We are very sorry for sending out a used ignition coil. Mr. [redacted] set up a “Didn’t Fit” return using our Order Status & Returns page and selected to “Get A Return Shipping Label” from us. We are not sure why he did not use the pre-paid return label we provided. His return was updated to “Defective” following his Revdex.com complaint specifying the part was used. Since Mr. [redacted] also purchased (4) spark plugs and kept them, we cannot refund all of the shipping charges associated with this order, but we refunded $34.17 (Part: $26.79 + Original Shipping: $5.72 + Tax: $1.66), on 4/15/16.

I have 3 older Toyotas: 2000 Tundra (124,480 miles), 2004 4Runner (170,057 miles), and 2008 Camry Hybrid (123,990 miles) - all which I continually maintain - expecting to get 300,000 miles out of each. I have found RockAuto to be the very best internet supplier. The website is easy to use. They usually have the parts that I am looking for. Their prices are very competitive. Once an order is placed the items are promptly shipped and are always correct upon arrival. I highly recommend RockAuto to anyone.

GREAT PRICES, mad quick order processing and shipping. You will NOT be disappointed