RockAuto

I have been using rock auto for my auto parts for about two years now and have been totally satisfied with the quality of the parts and the delivery time

Great Quality! Great Selection! Great Customer Service! And best of all.....Unbelievable Prices!!!!!! Shipping is also speedy!

OK

zthe right parts at the right price. Fast shipping & excellent customer service

Review: I ordered Dorman Part # [redacted] from Rockauto.com, order # [redacted]. I received the part, opened the box, examined the part, decided to repair my truck differently, and re-packed the part EXACTLY the way it came to me. EXACTLY. I then used Rockauto.com's return system to generate a return shipping label and sent the part back. I was then notified by Rockauto.com's customer service via email that they would be unable to issue me a refund because the part wasn't returned in the original packaging. I emailed back explaining that I had sent it back exactly the way that it had arrived, describing the packaging in detail. I was told that, via email that Rockauto never ships parts that are not in there original boxes, and that I would not be issued a refund. This is a large, solid metal, part. I doubt that it came in a box from Dorman. I have contacted Dorman to see if this particular part is shipped in an original box. I have also requested pictures of the box that they received at their warehouse. I do not have pictures of the box I received. Essentially I'm getting at that probably nobody involved has any proof of how the part was shipped.Desired Settlement: I want them to credit my credit card, minus the cost of the return shipping label I purchased through their system.

Business

Response:

After clarifying with the carrier, we

determined that there is a possibility this was re-boxed in transit

to the customer or in return transit to our warehouse. Since this

possibility exists, we are refunding the customer for the part cost

minus the cost of the return label, as the customer 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], and find that this resolution is satisfactory to me.

Thanks RockAuto. I received my part two days early then quoted. I priced out the same part (Dorman) at Napa and Canadian Tire and you guys were $100.00 cheaper to my door. I want to buy local but not double the price. Thanks again.

Review: I ORDERED AN AUTO PART AND NOTICED IT WAS TAKING A SLIGHT BIT LONGER THAN USUAL, SO I LOOKED UP THE TRACKING AND IT SAID THE ITEM WAS SUCCESSFULLY DELIVERED (NOT TO MY ADDRESS) THEN TWO DAYS LATER IT SAYS RETURNED TO THE SENDER (ROCK AUTO OR THEIR SHIPPING COMPANY). IT HAS A SIGNATURE ON THE TRACKING SITE FOR AN ALEX I. (WHICH IS NOT ME NOR ANYONE AT THE SHIPPING ADDRESS). WHEN I CALLED THEM THEY SAID I HAVE TO WAIT UNTIL THEY CONTACT THEIR SHIPPING COMPANY TO FIND OUT WHERE THEY SHIPPED IT BEFORE MOVING FORWARD.(AT THIS POINT IM 2 WEEKS WITHOUT A VEHICLE AND MY SUBSTITUTE ISN'T AVAILABLE ANY LONGER AND THEY CANNOT GIVE ME ANY ESTIMATED TIME BECAUSE THEIR ONLY WAY TO COMMUNICATE TO THEIR SHIPPING COMPANY IS VIA E-MAIL! IT IS VERY CLEAR THAT IT WAS A SHIPPING ERROR ON BEHALF OF THE VENDOR AND THE TRACKING PROVES IT. THEY SHOULD BE SENDING ME A REPLACEMENT RIGHT AWAY AND DEAL WITH THE MID-DELIVERED PARCEL THEMSELVES.

Product_Or_Service: REAR ABS SENOR

Order_Number: Order [redacted]Desired Settlement: DesiredSettlementID: Replacement

SEND ME WHAT I ORDERED VIA RUSH DELIVERY BECAUSE I NO LONGER HAVE AN OPERABLE VEHICLE AND THE SHIPPING WAS AN ERORR ON THE VENDOR WHICH SHOULD BE RESOLVED BETWEEN THEM AND THE SHIPPER.

Business

Response:

We apologize for the late delivery due

to the carrier temporarily misplacing the shipment. When the customer

reported the problem to us, we contacted the carrier to locate the

package. After this complaint was submitted, the carrier confirmed

this is awaiting pickup at the customer's PO box, so no reshipment is

required. The customer has been provided with all necessary

information to pick up his shipment.

Review: We ordered a hood for a Chevy Silverado 1500 truck. Delivery date was on or about October 24, 2014. We were having [redacted] take care of doing the work..but we had to wait until they were available. We did not open the box and had it sitting in our garage untouched.On November 11, 2014 we received information from the [redacted] School that the hood was damaged and we needed a replacement. I then contacted Rock Auto and they basically told me I was a liar and to send an email with the complaint but that we had to take pictures and prove to them we did not damage this hood. That when we signed the paperwork that everything was ok. This was delivered off an 18-wheeler at a ball field along the road due to space for truck to come in..we live on a dead end road. We signed that we received the part.When the part was opened by a teacher at the [redacted] school he said he personally took it out so that no one could damage it. That is had a large dent in the center of the hood the size of a basketball.I then proceeded to contact Rock Auto to get a replacement and this when they stated that we had to show proof (pictures) and send an email to them but not to expect anything because of the length of time we had it and no pictures of opening package. This is very wrong. We would like to get the money we paid for this and product returned to them.Desired Settlement: We would have asked for a replacement but due to the sale person information we will not be doing any further business with them. We would like to return product and receive a refund.

Business

Response:

When this customer placed his order, we emailed him an order

confirmation which said “PLEASE UNWRAP AND INSPECT ALL

PARTS FOR DAMAGE BEFORE SIGNING for truck freight shipments. It

is difficult to obtain compensation for damage after you have

accepted the shipment and any damage claims filed more than 15 days

after delivery automatically are denied by the carrier.”

The customer signed for the part without inspecting it, then

contacted us 18 days after delivery to report damage. No refund will

be issued for this order.

Consumer

Response:

Review: Back on November 6, 2012 I ordered 2 outer tie rod ends. 6 months the rubber boot was completely wore out. I called at that time and was given options, either return the parts and when they get them they will send new ones out (which is crazy, who can be without a car waiting for parts that shouldn't have been worn out in 6 months) or return the parts for store credit (why would I want that when again the parts I ordered only lasted 6 months) or return the parts with a full refund. At that time I haven't had the money to replace the parts or the time or the extra vehicle to mess with it all. These are clearly 5 year warranty parts or 100,000 miles. They need to honor that and give a full refund when parts are returned. I called today (5/24/14) and spoke with an Abby who was completely out of line and had terrible customer service practices. She gave me the first two options and that was it. We asked to speak with a supervisor after awhile of not getting anywhere with her and she said there wasn't a supervisor. She was very rude and wasn't honoring the 5 year warranty. Parts shouldn't fail in 6 months and people shouldn't have to sit without a car for weeks to wait for a part that should last years. Employees should go through extensive customer service training on how to deal with situations like this and warranty issues shouldn't be a hassle. This company should honor what they say.Desired Settlement: I would like a full refund in a check because the credit card number they have on file I no longer have. I am more than happy to return the defective tie rod ends and wait for a check to come to me in the mail. My refunded check should total $57.88. It is not a lot, but enough to make me happy as a customer and not have to go farther to get a positive outcome for poor products I received.

Business

Response:

This

customer placed order #[redacted] on November 6, 2012 for two tie rod

ends (Mevotech part numbers MS40609 and MS40610) for a 2007 FORD EDGE

3.5L V6. As our website states, these parts are covered by a

manufacturer warranty of 5 years/10,000 miles. As stated on our

Warranties

page, “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.” It is not common practice for

manufacturers to provide full refunds within their warranty period.

As a retailer, we uphold the warranty of a part replacement through

the manufacturer.

The customer contacted us on

July 28th, 2013 to report that both purchased parts had

cracked boots. At that time, our representative informed the customer

of the 5 years/10,000 miles warranty offered by the manufacturer and

offered two warranty replacement options:

Return the parts, and

as soon as we see they're in transit to us we would reship the parts

to her

Purchase the same part

number through our catalog. Swap the parts out, then return the

defective parts for a refund of the cost of the new parts + outbound

ground shipping.

Customers are responsible

for return shipping costs. No return of the defective parts for a

refund was offered without the purchase of the same part number from

RockAuto. The customer did not select a warranty option at this time

and we did not hear back from the customer for another 10 months.

The customer contacted us

again on May 24, 2014 reporting the same problem. They reported that

they purchased the new parts through another retailer (AutoZone) and

now wanted a refund. Our representative explained that this was never

a warranty option, but in case of any miscommunication offered the

customer an exception to our warranty policy: a return of the parts

for a refund of the parts' cost in the form of store credit, which

could be used on future purchases.

We apologize for any

unintentional rudeness from our representatives. At the time the

customer called in, our representative informed the customer her

supervisor was not available at the time but, considering our

warranty policies, any other representative would offer the same

return options and exception. Not only are we honoring the

manufacturer's warranty, but we are offering an exception to policy

on the customer's behalf. While no refund in the form of a check will

be provided, we can offer the previously-stated warranty return

options. Alternatively, we are willing to uphold our offer to make an

exception for the customer and provide a refund in the form of store

credit for the cost of the parts ($43.66) upon return. Since

manufacturers' warranties do not cover shipping costs, shipping costs

will not be refunded.

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], and find that this resolution is some what satisfactory to me. I need to know how to go about placing an order for the balance due to me via store credit.

Have nothing bad to say
Great part selection's and great customer service and fast shipping [redacted] ordering parts for 3 years

Review: Subject: RockAuto Order 19945390 - OUTSTANDING DEBT -- CARD NEVER CHARGED Good Morning. It appears that although we shipped this order we never received payment in the amount of $112.97 as there was a glitch in our system which accidentally voided the authorization we obtained so nothing was charged to the card. We will require the outstanding debt to be paid prior to shipping any future orders -- Please contact us for additional information and payment options. After receiving this e-mail I contacted RockAuto's customer service via phone. I advised them that I was very frustrated about this e-mail. I tried to get the representative to let me speak with someone of higher authority or the department that sent this e-mail but the representative refused. I advised that there can be no resolution to this e-mail unless I get a returned phone call from someone of higher authority or the department that sent the e-mail. The representative didn't care and said that I would just be banned from future orders. On 4/30/14 my Dad contacted RockAuto to inquire about why his order was canceled with no regard of an explanation. He was advised that it was due to me not paying for product that I received. I called RockAuto customer service back and spoke with [redacted] at extension 245. I asked him if I could speak with someone of higher authority and he said there was no one available and that he could help me. I began explaining my situation and he said that everyone at the address would be blocked due to an unpaid balance. I told [redacted] that this makes no since. I tried to make the following points to him: Why would they block a paying customer from ordering over something that was their mistake to begin with? Why would they block the address to begin with? Let's say that it was a rented property and the tenants changed. Why would future paying customer be banned? Why would RockAuto ban good customers that have spent hundreds and hundreds of dollars with them over something that was THEIR fault? What if a customer's financial situation has changed. Let's say that during the time of the order there was money budgeted for the items ordered and several months down the road RockAuto figured out THEY had a glitch in their system and demanded payment when money was not budgeted. It would make no since to block a $400 order over not receiving $112.97. [redacted] did not care about any of my points and advised that RockAuto had no interest in dealing with dishonest people and then turned around and said he was a supervisor and he had nothing further to say and hung up on me.Desired Settlement: I would like a written letter of apology from the president of RockAuto. I want the satisfaction of knowing my complaint was taken to the top and the president is aware of how negative my interaction has been with his/her company. My friends and family have spent hundreds of dollars with RockAuto and RockAuto has no reason to treat us like this and for me to be called dishonest and hung up on. I put my credit card information in when I placed the order and if RockAuto did not manage my secure information properly that should not be at the fault of the consumer. It also raises questions about the security of my personal information. Multiple times RockAuto has charged, refunded, and held my funds with their wacky payment system. It's the cost of doing business for RockAuto to eat the $112.97 for their failed payment system. I tried to call and make it right but their customer service lies and makes deceptive comments. I plan to take further action if there is no resolution. The Revdex.com will be my first attempt at a resolution with RockAuto.

Business

Response:

We apologize for the inconvenience of the additional

request for payment that we made, and if our customer service was

anything less than professional. However, having discovered that Mr. [redacted] received an order without ever being billed for it, we feel that it is reasonable to request that, after

having the chance to verify this in his account, he pay us for the

order that he received. He chose not to cooperate, and we can't oblige

him to. But having lost the cost of that order due to the combination

of our admitted error in billing and his refusal to pay for the parts

that he received, we are also not obliged to accept future orders from

him.

Business

Response:

After further

review and escalation of this customer's unique case, we contacted

the customer by phone to discuss a resolution that provided a

compromise between the customer and RockAuto. During the phone

conversation that took place between our billing department and the

customer on May 13, 2014, we provided a verbal apology for our

initial mistake which resulted in RockAuto not collecting the

customer's funds. We are continuing to investigate this rare

occurrence and have since put preventative measures into effect so

future customers do not experience similar problems.

We also offered

our apologies for the treatment the customer received from our

representatives, who ought not have implied the customer had

intentionally committed a fraudulent act. We have discussed the

customer's case with these representatives to prevent future

communication of this kind.

The customer

remains in possession of parts for which we have not received

payment. Considering our initial mistake and further mishandling of

this situation, we offered to have the customer pay for only one of

the two items he ordered and to waive all shipping charges associated

with the order. The customer agreed to pay RockAuto $22.79 of the

$112.97 on the order, or about 20% of the order total. As stated in

our phone conversation, upon receipt of this payment the customer

will again be able to place orders with RockAuto. The customer now

understands how we relate orders together for security purposes and

that related orders can be processed once this $22.79 is paid.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

If you need automotive parts for great prices, RockAuto is the place!??

have ordered from rockauto and always happy with their service..friendly staff..great prices..fast delivery..never had anything but good to say about ..rockauto..thanks

I am very satisfied with the service and quality of the parts that I ordered from rockauto.com

RockAuto has the needed parts in stock. Catalog is easy to navigate. Many choices and prices for most parts. Ship quickly.

Review: I ordered an Air Condition kit from rock auto tsn2838 for my 2004 subaru outback I ordered it from there online catlog and it was the wrong kit I called there customer service and after talking with them I sent them pictures of my unit from my car and it was it was determined that the kit I need was tsn2062 and after receiving it I determined that it was also wrong so I called back an the customer service rep. was rude and suggested that I contact my local dealer to find out my unit application and I am the customer not the supplier I felt that is rock auto in that business not mine.I ended up buying it from local dealer that ordered for me and it was the correct one the first time I installed and to date it is working great. My complaint with rock auto is they charged me with return shipping on both incorrect parts and if I had made the mistake I would understand that but the blame belongs to rock auto and I sent an email to them stating if they were interested I could provide them with the correct frame for my car so far no response to my email. what I would like is to have the return shipping sent to my account I want nothing for my lost time and the in inconvenience of take package to fed x to return not mention all lost time and money. I know that rock auto has had a very good reputation but that was not my experience and I felt that the second representative was not any help at all in helping me solve my problems.Desired Settlement: return my shipping cost and an apology for second representative resonse

Business

Response:

We apologize for any unintentional rudeness from our

representatives. When the customer reported the first compressor would not

fit, we spoke with the manufacturer to confirm our listing's accuracy.

Based on the customer's reported vehicle information, he ordered

correctly. However, the manufacturer suggested he may require a different

model's or year's compressor. Since neither we nor the customer erred, his

car apparently is unique so we offered to split the shipping cost with the

customer. The customer agreed, so we provided a prepaid return label for

this kit. Unfortunately, the alternative part number also did not fit.

Since that error was based on our recommendation (relayed from the

manufacturer) we are refunding the customer for his second order in full

(including shipping charges).

I have been buying parts at RockAuto for more than 5 years, it is an excellent business.
I always get the parts exactly as ordered, well packed, undamaged, and honest shipping prices. The parts are delivered on time.
Amazon.com cannot come close to this business's reliability in my experience, I wish all on-line shopping was this reliable and well managed.
I have sent my family members and friends to RockAuto knowing they will receive the same experience, and they have.

they have what you need when you need it at great prices

Rockauto has become my go to place for part's , very good service.

a great site with great deals