RockAuto

I have made several purchases from rock auto over the course of 3 years and naturally no one is perfect and we expect things to go wrong from time to time. However when things do come up we expect decent & thorough business practices from anyone we trust enough to shop with and spend our hard earned money with. Having said that I am leaving this review for rock auto. I shipped from them for years thinking everything was just fine, even liked the little magnetic car collection they would send each time I placed an order. That is until the very first time I had a problem with my order, and finding out the cold hard truth that rock auto would not be anywhere around for me to help me with my return. When I say this I mean I paid almost $40 for next day shipping. Due to the holidays it ended up being longer than next day so my vehicle was broke down and I had to rent a car so I had no choice but to order the kart from another location. After waiting the amount of time I did I thought, that seems like a lot of money for next day shipping considering it was Not the next day my order was delivered and being a seller on eBay and very familiar with shipping procedures I performed a little test. I went back to rock auto.com and decided to choose the same 2 items from the aforementioned order and placed in my shopping cart and chose the available shipping option like the one I had chose for the previous order, and to my surprise the price was a shipping $10 less than what I was charged for my order! Wow! So I waited until the next day and I performed the same test again. Was the shipping fee the same this time? Nope! It was different then the previous time I tried by almost $3, and different from the price I was charged with my original order! So 3 times and 3 different shipping fees, choosing the same shipping options available. What would rock auto have to say about this would they help me here? Nope! Their reply was it was the shipping option available at that time based on the holiday but as I stated this text was performed on 3 different occasions. Conclusion: rock auto charged what they want to charge. PERIOD! Would rock auto work with me with returning some of the shipping fee,? Absolutely not. In fact they would not do anything to help me and I learned a lesson that day, rock auto cares about 1 thing. I will give you a hint, it isn't their customers! Or at the very least it isn't me they see about anyway. If you want to order from rock auto do so at your own risk because eventually like anywhere things will go wrong and when they do don't expect any help from them else you will be upset when they don't even act like they care!

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.

I am located in Canada and I thought this is a good, reliable company. In the end, I had to pay a price for my naivete. I have ordered 2 refurbished break calipers for my car, under the condition that I will get a refund, after shipping back the replaced parts' cores. Their website says they offer a discounted shipping price, but there is no way to confirm or get a calculation of the shipping rates until after you actually made the purchase. When I did that, I got a "no can do" message on their site, saying that the refund cannot be done since the disounted shipping fees are higher than the refund for the used cores. Since there is no customer service (they proudly say they're an online only store) I have sent an email asking if there is a way to return the parts in person, since my son's in-laws happen to live about 20km away from RockAuto warehouse in Syracuse, NY. I got back a reply that sounded very much like a chatbot, saying that they have no in-person return and repeating the instructions for a refund that cannot have, according to the procedure on their own site. I then asked (via email, of course) if I at least can ship back the cores from my son's in-law address in Syracuse, and take advantage of the discounted prices they purportedly offer. Again, the same "chatbotish" reply, repeating the useless instructions I got in the first place. I replied again, asking for a live agent (or rep, or whatever) to interact with, at no avail. I even looked at shipping on my own, but the prices for shipping back from Canada to US a 24 lb package are going through the sky. It seems to me that RockAuto knew all along about this and kept it hidden, with the only purpose to lure you into a purchase that in the end makes money for them, and loses money for you. This is a DON'T BUY FROM ROCKAUTO big message for all my fellow Canadians. Go local instead, even if you pay more, and avoid being ripped off.

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!

Te la hacen bien difícil para devolver pieza
Por tres ocasiones trate en el website
Siempre es una computadora la que te atienden

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

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