RockAuto

I AM HIGHLY DISAPPOINTED IN ROCKAUTO.com!! I ordered a replacement steering box for my vehicle. I paid a mechanic to remove the original steering box, and install the replacement from RockAuto.com. After having it installed, I took it to an alignment shop. They informed me that steering box, although being installed a few days prior, was defective. The alignment shop informed me that the worm gear was bad. I called ROCKAUTO.COM and informed them of the defective part they just sold me. They offered to replace the part with a new one, but told me the labor costs are my responsibility. I am now having to pay an additional $200 in labor to remove the defective steering box, and replace it with a replacement. To make it worse, ROCKAUTO.com told me that I have to remove the defective steering box from my vehicle, and ship it back, only then will they send out the replacement. So let me get this straight, I have to pay someone to remove a defective product that ROCKAUTO.com sent me, and then leave my vehicle parked without a steering box, until the replacement gets to me, at which time I have to pay the mechanic, AGAIN, to install the replacement? When I asked ROCKAUTO.COM to expedite the steering box processing so that I am not without a vehicle for over a week, they told me that I would have to pay for it. I HAVE TO PAY EXTRA TO RECTIFY THEIR MISTAKE? I am the customer, why is it that I am getting the short end of the stick?
I have to say, this is quite possibly the worst experience I have ever had with a company. If this is how they rectify sending me a defective product then this is the last purchase I make from ROCKAUTO.com....

The best parts at some of the best prices! Have made many orders. Only buy from rock auto unless it's a emergency.. I'm a tech and know parts two thumbs up!!!

Only 2nd time ordering through rockauto.com, but each time has been delivered on time and got exactly what I ordered. Many people have recommended this site to me as I have recommended it to others. Prices are affordable for people such and myself that is on tight financial budget.

I am very pleased with the service and products offered Rock Auto gives me. I continue to refer anyone that needs parts and/or does work on their automobiles.

Thank you and keep up the good work and low prices you offer.

Mike Avila

Rock Auto when coupled with PayPal has always been quick correct and reliable.

everything promised has been delivered.

I have ordered several items over the last 2 years for Ford, Chevy, and Dodge cars and pickups, from body parts to engine and drive train and suspension components. I have never had to return one item. All the parts fit and the quality is as good or better than OEM parts. They are also considerably cheaper than through local parts houses such as NAPA, CARQUEST, O'Reilly, ect. I also like the fact that I can select the part manufacturer and have found that most parts houses are offering economy parts at or above premium part prices. The only draw back is shipping time for emergency repairs. My boys and I do almost all of our own repairs and try to schedule them around ordering parts through RockAuto.

I ordered brakes and rotors, they sent the wrong brakes even-though they were ordered correctly. When I called they said they would refund the price for the brakes and send a return label. I asked them if there was anything they could do for the inconvenience. They stated they are refunding the money, which they should they sent me something I didn't order. I unfortunately had to go to local store and buy more expensive brakes. All I wanted was either a discount off my next order (not the 5% off they offer everyone) or free shipping, basically I wanted a reason to order from them again. But they couldn't give me one

Review: I went onto RockAuto's web site and entered all the correct information on my car. Choose an ac compressor. In the description it stated " May Look Different than OEM; Bolts UP and Works Same as OEM". The Part they sent does not work or hook up the same. On an AC compressor you have a suction port and a discharge port. The suction port on the unit they sent was at a 90 degree angle. The suction port on the original compressor is at a 45 degree angle. The AC hose that connects to that port will not fit between the fender wall and the port. The hose and the compressor are original equipment and the part that RockAuto Claims "May Look Different than OEM; Bolts UP and Works Same as OEM" does not and is their mistake.Desired Settlement: This is RockAuto's Mistake and they need to refund for the kit and refund the shipping charge as well as issue a call tag to have the parts returned at their cost. It is not my/consumers responsibility to make sure their web site is correct it is solely RockAuto's responsibility. The statement "May Look Different than OEM; Bolts UP and Works Same as OEM" is misleading and caused me to purchase.

Business

Response:

This

customer purchased an A/C Compressor & Component Kit that our

website specified is for replacement of a Zexel type

compressor with casting # [redacted] with a 6 groove pulley and fittings

behind the clutch and in front of the rear mount. The customer did

not match this information to his original compressor prior to

purchasing it. As our Help page explains

(http://www.rockauto.com/lang/en/answersTab4.html#Returns),

every part we sell may be returned within 30 days for a refund of the

part price. Shipping charges are not refundable unless the return is

due to our mistake. Since we shipped what the customer ordered but

the customer neglected to match the relevant details in the part

listing to what he was replacing, he is welcome to return this kit

within 30 days but no shipping costs will be refunded.

RockAuto is awesome, the prices are great and the shipping is reasonable, with no hidden charges. The pictures of the parts is very helpful in assuring that I'm getting the right part

The website was very user friendly. Appreciated that! Easy to understand in easy terms. Great prices great deals. Thx!

I was originally introduced to RockAuto through a fellow automotive student and have been coming back to order parts for my own vehicle ever since. If you need a part same-day it isn't the best option but if you've got time on your side then you are wasting your money by NOT going to RockAuto and ordering your parts. The staff is friendly, the parts have pictures, and the site is easy to navigate. After shopping with RockAuto they also send you discount codes to your email! Great service.

Review: I have ordered parts for my car and have not received them and they are over a week late and customer service does not have answers for me or even a estimated date when I can get my money backDesired Settlement: I feel since they are inept at doing business they should overnight my parts immediately and offer me free shipping in the future along with a apology for [redacted] poor service

Business

Response:

We are very sorry for the confusion surrounding this customer's order and its ship date. The customer ordered the parts from our catalog, and his order was sent to a warehouse which did not have the parts in stock. His order was then re-routed to another of our warehouses, which, at that point, was closed for the Christmas holiday. That warehouse's parts are listed with a 7 business day delay in our catalog, due to the holiday. However, the customer would not have seen this delay when he ordered, due to the stock issue. His parts shipped out of the new warehouse on December 27, with one package arriving December 30 and the other arriving January 2.

Due to this mistake in our inventory system, we offered to reimburse the customer for half of the shipping he paid, in the amount of $8.21 in store credit. The customer indicated this was an acceptable solution and informed our customer service on December 30 that we should continue shipping with the original shipping method he chose, which was 2 Business Day Express. After shipping from our warehouse, both packages were delivered within FedEx Express' 2 Business Day ship time.

The parts were very easy to look up and the prices were great.

excellent source for parts. always receive the right part at low price.

Everything fine ! Anytime again .

Review: I ordered a part for my car. The listing stated it would fit for the application. I noticed right out of the box they were very different, but I installed just to be sure. After installing I realized the seal would not actually seal. So I then contacted them, and they stated they would refund the part but not the shipping. They shipped me a part that is supposed to work, but does not. The shipping was much more than the part. I can get exact figures, but the part was 5.98 and shipping was around 38.00. I contacted them and they have been polite and stated over and over the part is the right part, but it is not right as intended and listed to be intended on their website.Desired Settlement: Refund for shipping and the part. It would cost more than the part for me to ship it back. I do not believe this is an error I have caused but their error. I as the customer should not have to pay for their mistake.

Business

Response:

This customer ordered a $5.45 output

shaft seal and selected a $33.14 next day priority shipping (instead

of a $3.00 ground shipping also offered at checkout). When he

reported that the part he received would fit but was looser than

preferred, we asked him questions to determine why there was a

fitment problem. Our part listing specifies this seal will only work

on vehicles with an E350, 5 speed transmission. When we asked the

customer to confirm these details about his vehicle, he did not. We

also asked him to confirm the part number on the part and to send

images of the part we sent next to what he was replacing for

reference, but he did not and indicated he felt replying to our

questions was a waste of his time. Without him providing relevant

details, we are unable to confirm the cause of the problem.

As our Help

page explains, every part we sell may be returned within 30 days

for a refund of the part price. Shipping charges are not refundable

unless the return is due to our mistake. Since the seal wouldn't work

for the customer but we were unable to confirm the cause for the

fitment problem due to the lack of information the customer was

willing to provide, we made an exception and refunded the cost of the

part without requiring return.

Consumer

Response:

I can send a picture of the difference of the two parts they describe. One being the correct one. Has an outer rubber ring that actually seals. The one that was sent to me has not an outer rubber seal. They do no wish to refund shipping due to sending a part that will not fit as it is described to fit. The part that I received is going into toyota brand transmission. Completely original. Unless the part requires modification. Which is the only way it would fit as intended. It should also be stated in the description of the part.

ordered a power window motor for driver side window. parts were exactly what I needed, and worked perfectly. Part was delivered next day

i' m very happy with service and their products.
thanks, [redacted]

I've ordered parts from Rock Auto for some time now and always received great service. I highly recommend them for auto parts.