RockAuto

always a pleasure to do business with. never any problems

I had to call customer service about the incorrect part that was shipped to me and the agent that I spoke with (who never identified herself) was lazy, didn't want to do her job on the phone, and outright disrespectful. When I asked to speak with her supervisor she insisted that she didn't have one, but offered to transfer me to another agent. When I told her she was very unhelpful, transfer me to an different agent. She had the nerve to say I was rude and told me she was going to hang up on me. I started asking for her supervisor again and she hung up on me.... The parts are the cheapest around, but the customer service is the worse ever.

Ordered from overseas (Europe) and got all the right parts, in about a week and with excellent tracker thanks to DHL.
When friends had trouble with their shipment, Rockauto came through as well, excellent service!

Review: I purchased air conditioner parts ie; compressor, dryer, fluid line, condenser, suction line, discharge line. After a certified mechanic installed them it was evident I got a bad clutch on the compressor. After talking with a customer rep ([redacted]) on the phone he instructed me to send back the compressor for a return and buy another compressor which I did. After flushing the system and installing the new compressor it would not hold pressure. It was discovered by the local dealership that the compressor leaked around the shaft seal. Both mechanics are certified and have been doing this for many years. The first for over 25 years. They told me that because I didnt change the dryer and fluid line again they will not warranty it. I explained everything many times to them all different people, I never got one person to deal with. The person that instucted me to reorder the compressor said he made notes in the system which they deny. They never called either mechanic to verify.Desired Settlement: I have paid lador twice and still dont have a working a/c. It would be nice to see the consumer be not have to pay for bad Quality Control!

Business

Response:

After

reviewing this customer's situation, we determined that the customer

is correct. Although labor is not covered under warranty

(http://www.rockauto.com/docs/warranty.php),

the customer has been sent return instructions and a prepaid shipping

label to return the part for a full refund (part cost + shipping).

The customer's full refund will be issued to their original payment

method upon return of the product.

Consumer

Response:

On Thu, Aug 14, 2014 at 7:31 AM, [redacted] wrote:

Revdex.com,

What I ordered, is what I got. Nothing ever was lost or miss labeled. The parts I ordered went to the vehicle specified. They are accurate. They offer multiple brands unlike your big box stores. I had one issue with a piece missing to a part. The issue was resolve quickly and at no expense to me. I recommend them 100%.

Great parts-great price! short-sweet-simple

Very REASONABLE prices, and super fast shipping...
I would recommend this company to anyone that works on their own cars.

Very easy to use web site.
Never had a problem with them or their parts.

VERY GOOD PART NEVER HAVE ANY PROBLEMS AND ALL WAYS HAVE A GOOD SELECTOIN OF PART TO CHOOSE FROM

Rock Auto is a great place to purchase OEM quality parts at a significantly discounted price from mechanic shops or dealers. It saved me around $1000 dollars on getting my front suspension rebuilt, and I couldn't be happier with them. They periodically email out discount codes for being a repeat customer, which always come in handy!

I have used rock auto several times over the last few years,and have found just about everything I have needed and for a good price,I have also recomended them to several friends.

Review: I purchase strut and after few month it failed so I had to find out the warranty process, so I had to order a new one and then ship the failed part to get a refund, I am told they will not honor the warranty, the customer service was very unprofessional, rude and after repeatedly asked for the next higher up to recifity the issue and I kept getting the run around. I was treated disrespectfully and implied I was stupid and do not know what I am talking about when it comes to warranty.Desired Settlement: I want to ship back and get my refund. since I am done with their customer service being a joke and no help.

Business

Response:

Mr. [redacted] reported that his KYB strut had failed due to a defect with his MOOG strut mount. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. MOOG will not cover a KYB brand part under their warranty, and KYB will not cover a part that did not fail due to its own defect. We sent a replacement MOOG strut mount, but we were not able to authorize the warranty replacement return for the KYB strut. We do sell strut & mount kits, as well as strut / coil spring / mount assemblies, for his 2001 Nissan Maxima. In the future, Mr. [redacted] may consider purchasing parts as a kit so the warranty will include all parts together.

Consumer

Response:

Great prices, Good shipping, "depending on the warehouse" if it's coming from the farthest warehouse you will be waiting a while. Excellent customer service.I buy all my parts from rock auto Unless I need it immediately. One time I had a part shipped overnight and the price with 1 day air was still cheaper than my local parts stores.Highly recommended

Always fast, accurate and secure service.

Excellent place to buy parts! Extremely fast order processing and shipping!! Very happy with my order! Part prices are excellent! I will be doing a lot more shopping here!!!! Very satisfied customer!

Quality parts delivered on time and at a reasonable price.

After waiting a week to get the part I ordered, I opened the box to find a completely different part. The pic and description on the parts catalog were right and the part I received had that part number on it, but it was not that part. The most aggravating thing was the option to report the problem. They have a webpage with a couple of questions that make it seem they think their customers are is and one line to describe the issue. When you submit your answers you get a response that says they will take 48 hours to review it. The small savings was not worth it, will not use them again.

Always the right parts at a very good price, fast shipping at a very fair price.

Review: I recently purchased parts for my vehicle from rockauto.com. Two out of the four parts fit properly on my vehicle. For the past two weeks it rained heavily and the boxes my parts came in were all damaged. I Contacted rock auto to see if I can get a refund and collect two of the core fees by sending the old parts and the parts that I didn’t need back. They told me I cannot send it back because the boxes were damaged that I have to contact FedEx and try and get my refund through them. FedEx doesn’t control the weather so there for it is not their fault that the boxes were damaged in the rain. I also ordered two other parts from them to replace the parts that didn’t fit. I tried to explain to them that it was the rain not FedEx that damaged the boxes and they still declined me to return the parts that aren’t used and also the old parts to collect my core fee. I don’t feel that this is proper customer service.Desired Settlement: I would like to receive a refund from the parts that didn't fit my car and also receive my core fee charge back once I return my old parts.

Business

Response:

The customer is

correct – in this case, rain damage to the boxes should not prevent

return. The customer ordered the wrong calipers for his sport

suspension, so our standard return policy will apply: he can return

the front calipers from order [redacted] for a refund. He can return

the rear caliper cores on this order for a refund of the core charge.

We have emailed the customer return instructions for these returns.

We request the customer include the original boxes (regardless of

their condition) with these returns. (If an alternative box is

needed to ensure the parts aren't damaged in transit, this can be

used as well but the original boxes should be included in the

return.) The customer can return the front caliper cores under order

[redacted] using the return instructions we have sent for a core charge

refund.

Rockauto.com is incredibly easy to use, and has literally saved me thousands of dollars and countless hours of my time. I would and often do recommend this business to everyone I have an opportunity to.