RockAuto

Have some advise/opinion for those that do your own repairs on vehicles or for those that might ever be in the need for auto/car parts. I do allot of my buys online and sometimes will have an occasional problem with a part. Damaged or incorrect happens. I have several times purchased parts from Rockauto and never had any problems and everything went smoothly. I recently purchased a $605 part from Rockauto and I made an error/mistake when I ordered the part. When I got the part several weeks later I immediately found out I had ordered a part for a different model of vehicle similar to mine. Now the only customer service available is through their web site and it's extremely limited and good luck finding a similar situation to what you might be experiencing. So I hoped for the best and requested a return authorization. Printed document that was sent to me and shipped the part back. A week later i received the same box delivered to my house. The return was rejected because the box had become damaged in 4,000 miles of shipping. Now the quality of box was questionable to begin with and it didn't fare well after the first 2,000 miles. Absolutely no way to call and speak to customer service and I've received no response from my email to customer service. So they make returning anything next to impossible and heaven help you if the box get damaged in shipping an item two times. So I'm out $509 for a part that doesn't fit and won't work on my vehicle! Stay away from Rockauto and do business with a company that has customer service to deal with any issues you might have.

RockAuto Order Confirmation
Order *******

Part Number Part Type Price EA Core EA Quantity Total
2006 JEEP WRANGLER 4.0L L6
ACC ******* (**************) Flooring
Color: 1001A Black $ 509.79 $ 0.00 1 $ 509.79
DORMAN ******* Cup Holder $ 19.88 $ 0.00 1 $ 19.88
STANDARD MOTOR PRODUCTS DS1057 (DS-1057) Wiper / Washer Switch $ 106.79 $ 0.00 1 $ 106.79
Shipping Ground $ 49.98
Tax $ 54.91
Order Total $ 741.35
American Express -$ 741.35
Balance Due $ 0.00
When the last item on your order ships, we will send an email listing tracking numbers for all the items on the order.

I TRYIED 29 TIMES EXPLAINING ON AND OFF LINE,MY ORDER WAS DUPPLICATED AND BILLED AND SEND ME TWICE OF WHAT I NEEDED. FIRST AND 29 TIME SAME BLUFF FROM ROCK AUTO, WE DO NOT HELP ON PHONE. SO I ASK MY FREIND TO HELP ME,THEN BANK CHARGE BACK,THEN ATTORNEY GENRAL & CASE CONTINUES TILL SETTLED & IF ROCK ATUO DRAGS THEN IT WILL CONTINE WITH REFUND OF ATTORNEY FEES BY ORDER OF COURT. IF ALL CUSTOMER S AND EVERY ONE INCLUDING ROCK ATO PLAY THEIR ROAL THEN NO PROBLEM AND BEST MUTUL BENIFIT AND EXCHANGE. PLAEASE ALL CUST CONTINUE TO ENFORCE.

BUMPER FOR 2001 GMC BAD PACKAGING PLASTIC ON BUMPER IS DAMAGED 2 TIME RETURNED AND GOT CHANGE FOR IT.MY PHONE NO. *******413 CALL ME

Horrible customer service very rude and crocks. Will buy from somewhere elese they arnt worth my time.

SUPPOSEDLY YOU CAN GET TO CUSTOMER SERVICE ONLINE BUT IS IS SOMEWHERE SO DEEPLY HIDDEN IT CAN'S BE FOUND... NO HELP WITH AN ORDER

This place is a real joke, Carrier lost the package and no way to contact rockauto at all, no number, email, nothing, BEWARE!

I have been a huge supporter of this company for the last few years, as I am a licensed auto tech who is semi-retired and look after a small fleet of my own, the farm, and family's vehicles, also taking on friends and neighbors jobs. Probably around $20,000+ in the last 2.5 years. And I'm in my mid 30's so many decades of spending left I would reckon.
So with that back story which I told when I made my emailed inquiry (since you can't actually ever talk to human!) about a wrong part (timing belt) that was part of one of those big kits that come with all the goodies like water pump/tensioner/pully's, you would think they might consider the years of revenue and potentially hundred's of thousands of dollars I may spend or refer to them. Nope no care given at all!
I had already installed the rest of the kit on a Saturday and went to put the last part on which is the timing belt, when low and behold it was too short. It came out of a factory sealed box so it was the packers at Continental to blame. I sourced one from the local dealer before they closed as the Honda I was working on needed to get back to the customer for work use Monday.
Rock Auto wanted me to disassemble what I had already installed (with high torque lock tighten bolts into aluminum which in my opinion best not to take in and out any more than necessary (as they kinda have a finite amount of times that can be done before thread damage becomes a risk) which would disable the vehicle and take time as well. They wanted it all sent back to get a refund and wait about 10 days to get another belt/kit. Don't know who would be paying for a rental car at that point either I guess me or the customer?
They sold a wrong part and make it your responsibility to deal with it even if it includes huge inconvenience, cost, time, energy. Also the local belt I had to buy at the stealership was 5X the cost which kinda throws my estimate out the window! I told them to keep the money for the belt instead of refunding it and they would never hear from me again and I won't be recommending them anymore. They need to look at the bigger picture sometimes it would have been a big win for them to keep me happy! Now it's off the "PartsAvatar.ca" to order parts lol!

2 ERRORS in a row. 1st order, instead of Left & Right, they sent 2 Left. 2nd order sent USED rusted cores!
Then made me PAY for shipping them back!

Approximately 2 years ago, I had to purchase some very unique brake system for a 1989 Chevy IROC Z Camaro. I ordered 4 rotors and all of the things needed to replace everything on each axle for safety. After I ordered what was the correct part ( nobody knows my car better than I) RipAuto sent the wrong parts for the back axle, 2 rotors, Calipers were wrong, parts were wrong on the back axle period. After notifying that it didn't t fit. They (RipAuto) insisted it did fit. After I requested a return even though I purchased a lot of parts ( owner of 6 vehicles) I went to credit card and tried to force them to return the items. Would not do it. Somehow convinced the Credit Card Company that it fit and would not allow a return, even though I was the customer and I said it didn't t fit. I wasted a lot of time in a dispute over items I paid for that didn't t fit and I still have a New set of rotors and a number of other items still on my shelf that costed me hundreds of dollars in parts, time etc. and to this day I refuse to do business with these idiots because they know more about my car that I have owned for 25 years and refused to take back parts that would not fit. DOES THIS REALLY SOUND LIKE SOMETHING I WOULD MAKE UP? It's not just the money, it's the principal of the matter. Right? I guess not. They still send me SALES from time to time but I refuse to buy ANYTHING from RIPAUTO.!

Do Not Buy from $#*! Auto! They sent me the wrong parts and $#*!ed me! No money back, nothing! FkU

I have bought several parts from RockAutoParts.Com and could not me anymore satisfied. The prices were superior to the big name discount sites and local stores. I bought parts for my 2008 BMW 528I and my 207 Nissan Quest. They arrived ahead of schedule. The surprise was that the parts that came were original MFG parts. Not knock offs or Aftermarket. Prior to ordering I contactedthe dealers as well as two or three other Auto Parts Stores and check prices and product manufacturer. I find that except for the dealers (whose quotee are usually for the very Rich or the very ignorant) the parss are made by the same manufacturers. Navigation for parts is excellent and if you know what to order, you will make a purchase. On two separate occasions I find it necessary to contact Costomer Service and was successful in doing so. I pay with PayPal and my issue was (Merchant Authentication Issue) with Paypa, l not RockAuto They are also very helpful by giving me suggestion on how to resolve this situation with Paypal.

Therefore; the only comparison that is relevant is the price. Rock Auto is ahead by a country mile.
Caution: Dont be put off by paid or phoney reviews. This company is here to stay if they continue to offer superrior products at superior prices and a dimely delivery. I

Just a little FYI If you ever buy more than one part at a time? Don't think you're ever gonna get your money back for both parts Just for example bought 2 wheel bearings arrived at my address in 1 Box 1 part in a "MOOG" Box other part wrapped in bubble wrap I have return both parts exactly how they were shipped in the box never even took out of the box And they only returned the money back for one part because the other 1 wasn't in a Box that it was not shipped in So basically to make a. Long? Story short. You buy two parts you're only getting returned money back from one because they will not receive the other part that they shipped out in no box So basically they can ship you 2 parts at once one in big box and 1 in the manufacture Box "MOOG" Box other 1 in bubble wrap they will return the 1 in the MOOG Box. But not in the bubble. Wrap how it was exactly shipped to me? Out of Order total $155 and some Change only received $60+ Dollars for the part in the "MOOG" Box and the other part That was shipped in the bubble wrap says non refundable because it was not shipped back in a "MOOG" Box that was not received in the shipment at all. Have fun taking with the BBB=Better business bureau

I took my car to a local auto shop where it was diagnosed as needing a new vacuum pump, and they placed the order number DORMAN ******* as the part number.

I went to the Rock Auto website, used the filtering process for the pump, and it matched up. I ordered said pump. It was delivered, my personal mechanic was installing it and found it was the incorrect pump. It is actually missing a nipple that connects to a hose.

I reached out to customer service to ask what I should do upon finding out this error - I was told that because it had been thirty NINE days, the return policy is thirty, I was going to be issued a store credit not a refund. Using the provided system with Rock Auto, I was guided incorrectly. This episode was a result of the website, the COMPANY website mis-advising - not to mention, extremely POOR customer service. I have been in contact back and forth, and "We're sorry - we'll make a one time exception and give you store credit." How the company has an A+ on the BBB and a 1.5 star rating baffles me. Not to mention the poor reviews on various other websites for the POOR customer service.

I paid the $20.80 to return the part and have been waiting for correspondence for multiple days. It's really baffling that, as a consumer, I'm expected to be understanding of delays, etc - and again - I went off of what the website guided me to - during the COVID Crisis delaying the world, but the same isn't afforded in the opposite direction.

2008 was/is a confusing year for Mini Coopers, so I have some grace here - if you enter in 2009 Mini Cooper, the part I need comes up. 2008 was a transition year for Mini, the body style stayed the same as the year before, however the engine was modified and this causes some confusion in the parts realm.

Dont waste your time, stay away from this companie. Client service are the worste ever evr in my all life. They do not care.

We have used RockAuto for years and it looks like things have changed, sadly. I'm not sure when they had email or phone support as we never had an issue except once, a few years back, and you DO need to prove to them something was wrong with a part or prove it was under warranty. That is understandable, but now the customer support is all but non-existent. They used to ship VERY quickly too, to the point we would receive items within a day or two at the latest. Until now...

Ordered a part on Saturday July 30th and a label was created the same day - but was never picked up. It's now Wednesday and still says shipping label created but NOT accepted by Fedex. I found an old email to contact them (for refunds) and asked to cancel the order since we expected the part yesterday (Tuesday) and yet it still hasn't moved. The employee said it has been picked up, its just not in the system and that you can no longer cancel because its not at the warehouse - hmm - sounds familiar. We were told you must wait until Aug 9th, if the package is not received, to open an investigation. Well, after calling Fedex today (Wednesday Aug 3rd) it turns out they DO NOT have the package and ONLY the shipping label was created. It's nice to be lied to. 5 days and ONLY a shipping label created yet the part was expected to be delivered YESTERDAY Aug 2nd. So they lie to customers to avoid order cancellations and now we will need to spend MORE money to buy elsewhere and have it arrive in a day.

If we don't get anymore responses via email regarding the request for cancellation then I will be contacting the state Attorney Generals office in Wisconsin to at least let them know about the unscrupulous practices of this company and also take up a dispute with our bank.

No customer service to keep the prices down? Prices won't matter when you lose customers.

Total ripp off company
Please read this before you think about ordering from this crooked company.
I needed struts for a 2007 Sonata I wanted good struts so I searched Monroe. I found them on several sites at about $110.00 apiece. I saw RockAuto had them online for $70 a piece. They had a picture of Monroe strut exact part number of Monroe strut so I thought how the hell can they screw me, so against my better judgement I ordered them. They had fast delivery so I pulled my struts out and got it ready to install the new ones. I was a little surprised the box was a plain white box no marking except a Monroe part number written with sharpie! I'm thinking they screwed me. In the box were off brand strut with part number stamped in. I put in the part number it is the cheapest strut you can buy Amazon has them for $37.00. Needless to say I was pissed. I thought no problem I 'll call and tell them they made a mistake, well that's not happening you can't call them they don't accept calls, that's a red flag. I went on line to do a return after 20 dumb question they asked if Monroe part number was on the box I marked yes but told the the part I got was stamped with a different part number. They told me that part would still fit my Sonata! Okay yes it will fit my car but that's not what I ordered. So okay send them back and I have to pay for shipping. The box was 38lb which was about $50.00. As I said do not buy from this place If I can get one person the not buy from these crooks Then the time it took to do this totally honest review it is worth it. Thanks for reading my horror story about a horrible dishonest company that should be shut down. Also check rating on BBB it is horrible Now I'm out $144.00 for pars and $50.00 for shipping. Because they are refusing to give me my mony back because I put a BBB complaint!

Great prices but the awful customer service and returns negate the prices. Much rather pay for local higher priced parts than deal with the customer service or lack of. First, there is no one that picks up the phone. You can call till you're blue on the face and the VM eventually picks up. Even if a VM is left. No one will ever call you back. A nice way to hide to not deal with unhappy customers.
God forbid, there is something wrong with an order. You have to first return the part and have their warehouse receive the part and scan it and then, they will send a replacement. Well, this takes days! If you're working on a time constraint as we all are, this won't work. If you try to come to some sort of partial refund resolution after countless of emails for a part that still works but it's blemished as an example,so you don't have to return it, if the part becomes defective, you lose all rights to a replacement part since you got partial refund. And guess what? You end up ordering the replacement at full cost. The partial refund goes in the trash can. No good will, no customer loyalty treatment given. What happened to the inconvenience and time wasted? Isn't that worth some? Not to them. They make you return part and reorder at full price. This is a joke and a circus. Their best explanation is that it's NOT economical for Rock Auto to give partial refund and then send a replacement part and still allow customer to keep partial refund. All this after countless of back and forth emails. And every email response is answered by a diff person which is quite maddening. 20 different opinions on how a matter should be resolved. This is bad. And be aware if you choose to workout a deal yo keep the part if blemished. They will ask for an estimate of repairs. In the past end, theyll tell You,oh wey only can refund $20. What? It takes gas money to drive to th shop to get a repair estimate, it takes time and shop labor rates are $ above $90 /hr.
And $20 will be your great offer? This is an insult.They're not in touch with times. So, it's not economical for them. In 2022 Rock Auto netted 41M in sales so explain to me how it's not economical? They choose to lose a customer over a few dollars. Pretty sad state of affairs. Just bad customer service all around. They get 2 stars because of the decent priced, otherwise a 1 star would be my selection.

Rodney,
Thank you for your response.
I guess the point was lost on you or sarcasm is not your strong suit.
I tried to make a valid point about my issues, as well as those of the same people who turned me on to Rockauto to begin with.
In fact, no response would have been better than your irrelevant commentnow I'm just pissed off.
Goodbye Rockauto.
Steve

From: RockAuto Customer Service <*******@rockauto.com>
Sent: Tuesday, May 21,2019 2:03
Subject: [Ticket#*******] Amazon is kicking your butts at your own game

Hello,
We're glad to hear that you look forward to receiving our magnets! Most of our warehouses stock magnets and include them in the box, but some do not. Magnets can also be purchased on RockAuto.com by clicking here.
For a chance to have your vehicle featured on a RockAuto magnet (or another publication, such as our monthly newsletter or social media), please see: Tips for Taking Pictures of your Car
Thank you,
Rodney
RockAuto Customer Service
www.rockauto.com

Dear Rockauto Service Team,
Of course, I've been a regular customer. You guys have been good to me and that is
Difficult for me to say about ANY business. So thank you.
I've noticed that the last few orders are getting more expensive and the shipping cost
Is increasing. By a lot.
Rockauto is an auto parts ONLY supplier, right? Specialized. Amazon, of course, is
Not. Seems like that would be a marketing advantage for Rockauto.
In the case of this order I reference here, I saw three different shipping payments
From three different warehouses, for 6 items.
Today, I ordered the exact same items I had in my Rockauto "cart" from Amazon. I will
Get it tomorrow and the total is $50 bucks less than the same order would have been
At Rockauto.
Based on my order, that represents 30% more if I get it from Rockauto and it would
Take a week to get it. We're only talking about a $150 dollar order. The amazon
Price's per item were a couple of dollars more than Rockauto's price's but I still
Came out way better with Amazon... and it will all be delivered by tomorrow, not in a
Week.
I hate amazon. I'd love nothing better than to use Rockauto than Amazon. It simply
Cannot be justified as it is now.
Consider creating a flat shipping rate or provide free of discounted shipping to
"prime" customers. I understand the shipping costs are great profit centers for
People selling junk on TV adds but should not be part of an auto parts suppliers
Business model. The little fridge magnets thrown in the box are nice but not worth 30%
And a week of down time.
You guys gotta do better. Until Rockauto changes this practice, it's Amazon and the
Local (albeit horrible to shop in) parts houses for me and my six vehicles.
Regards,
OZ

This is in regards to order number ******* in which I purchased four new brake calipers, along with a master cylinder from RockAuto on 5/14/2022 for a total of $421.47. The order required me to return the four existing calipers on my vehicle as a core fee. The core fee for the front calipers was $16.00 each and the core fee for the rear calipers was $27.00 each. Once they are received, I would receive reimbursement for the core fee. Originally, I had an issue with the left front caliper and it was mis-boxed and contained the wrong part. I also had an issue with the right rear caliper. Since I noticed no issues with the front right and rear left calipers, I decided to go ahead and ship them to RockAuto for the core return. Since I had to return the mis-boxed front left caliper, RockAuto's website offered me to ship all three together. I selected this option and printed the shipping label they provided along with a shipping list, which showed all three parts on the list. I placed this in the box as required by RockAuto.
A few days later, I noticed I received a core refund for the right front caliper but not the left rear caliper. I checked the website and it showed it had not been shipped, as I obviously did. I contacted them several times and each time, they insist that I did not properly select the check boxes to include that caliper. If this is the case, why did the shipping list that printed with the label (and placed in the box) show the left rear caliper on it, along with the other two items? They also fail to acknowledge that the personnel in their warehouse failed to bring up that there was a third caliper in the package. I totally do not understand this.
The bottom line is that they have in their warehouse one of my calipers that I was not reimbursed the core fee for. I am asking that my core return fee of $27 be refunded. The core return is in their warehouse somewhere. I have spent thousands with this company just in the past two years. This is the first time I have had to deal with their customer service. The experience was horrible, especially since they only send you brief e-mails and you cannot speak to someone on the phone. The message I took from them is that they have no interest in helping me out and they totally rely on their internet system to do everything. They also do not acknowledge problems that go on with their warehouse personnel. If something goes wrong with that…too bad. If this isn't taken care of soon, I will never do business with them again, as I cannot trust them to make things right if things go wrong, especially when it is of no fault of mine.
After reading reviews, apparently I am not alone and others have dealt with the horrible customer service. It will eventually catch up with them, especially in this day and age.

I had purchased A door lock form Rock Auto.
1. First of all the y sent me the wrong part.
2. I had to pay the postage back for reimbursement.
3. ROCKAUTO RECIEVED THE PART AND KEPT MY MONEY.
4. NO REIMBURSEMENT BEWARE THEY WILL RIP YOU OFF!
5. DO NOT DEAL WITH THIS RIP OFF COMPANY.

Order received on Monday, one item broken, reported, Thursday replaced, USA to UK 4 days! Beat That!

This is one of those sites you need to pay attention to every little detail. This is a good site if you know what you are looking for and looking at its not as user friendly. There are things some people don't realize they need to look at for various parts.
-Brand- There are various brands and good amount of known ones to be reliable. If you don't know what is do research or ask someone who is a car mechanic. To many people go cheap cheap then they get what they pay for...
-Part # and details- Some parts are set-up differently and are made for different locations I.E. Left/Right, Front/Rear, Upper/Lower. Spark plugs will either be in the right depth or not you need to check. Just be careful of alternate parts sometimes they work sometimes they don't but if you are not sure stick to th OEM based models.
-Cross reference sites- Check with like auto zone of similar parts based on the part # and look at prices sometimes you can find better deals on part on amazon.

The thing about this site also it has pretty much every part for majority of vehicles so not every site is like that. I have years of experience when it comes to ordering parts and if you know the systems for doing so its not hard to do but if you are just fixing your own or a buddies vehicle and are not familar in ordering parts and use to going to the store yea you might mess up and not get what you wanted/needed.

The delivery with rockauto is not the greatest using Fedex and USPS which have a bad rep and it's mainly their fault for stuff being broken on delivery so would have to place most the blame on them.

The site works and is great value if you know what you are doing and looking for if not you are going get annoyed. I've gotten numerous parts from Rockauto over the years and they have worked as intended and still no problems so far. So some quick advice

-Don't go economic for most things because they won't last long stick with daily driver.
-Make sure the part you are getting matches the specs you need if not sure to look at ask someone who knows. Some people also don't know the full model of vehicles need to make sure of that because some differ in major ways
-Stick to the return deadline 30 days this is one of the companies that you have to also pay for the shipping of return. This is not amazon they don't make that kind of profit like them since they pretty much sell everything at factory price and that's hard to come by in online retail.

If you pay attention and do your due diligence on most of this you will get your bang for your buck if not it will be a headache for sure.

I ordered my parts for my truck and they arrived on time I appreciate FedEx and RockAuto,for the effort to do it.