RockAuto

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.

Dec. 01,2021:
I'm Posting a Review against Rock Auto's Bad Customer Service, as well as placing a complaint to the BBB.

We have been a loyal and repeated customer for many years. Never really had a big issue/problem with them, until our last purchase on Mon., Nov. 29,2021.

My husband's truck broke down, so we placed the order online, as we usually do, BUT this time, my husband decided that he needed the parts ASAP, because he has to leave by 5 AM, in freezing weather when using a motorcycle, to be at work and he comes home in the dark and freezing weather@ 5:30 pm, for an hour drive to work and an hour back.

So we paid an outrageous amount of $114.99 for NEXT DAY DELIVERY SHIPPING FEE.

• Tue, Dec. 30,2021, came and went and NO PARTS WERE DELIVERED.

• Wed., Nov. 01,2021, So again, my husband had to use his motorcycle in freezing weather@ 5 AM and coming home in the dark and freezing weather@ 5:30 pm.

Right now it's 8:15 PM and the packages from Rock Auto are NOT here yet.

I first called FedEx and they told me that Rock Auto is the only one that can make a claim about my package and request for my refund on the NEXT DAY DELIVERY SHIPPING FEE of $114.99.

So, I then emailed customer service and ASHLEY from Rock Auto stated that they CAN'T give us a refund for the NEXT DAY DELIVERY SHIPPING FEE of $114.99. She stated that the NEXT DAY DELIVERY shipping is not guaranteed.

If that was the case and if I knew this was going to happen and that customer service is this bad, I would have chosen the cheapest shipping method!

She said that even if it's the NEXT DAY DELIVERY SHIPPING METHOD that they can't guarantee that it will make it here and that FedEx is supposed to bring it today.

Well obviously she lied! Package is NOT here yet!

TERRIBLE CUSTOMER SERVICE!

Rebecca G

I had been a happy rock auto customer in Canada for over 5 years. I only ever had one small issue last year, and I was able to get it resolved after talking with a customer service rep located at their head office in Madison, WI. Ive easily spent over $10,000 us with them since ive been a customer with them. As they have almost all the parts for my collector cars, and harder to find European parts.

This last order though was completely unacceptable. Simply put, I had ordered a fan clutch for my Mercedes, having experienced poor quality fan clutches from china in the past, for this car it had to be an original Sachs made in Germany (the original OEM supplier). I did a quickly lookup on their site, and they had about 5 options to choose from, ranging in price. I could clearly see from the photo which ones were "china brand" from the desgn, the 4 Seasons brand, was higher prices (in the range of the Sachs pricing), and the photo clearly showed a Sachs branded clutch with the words printed "Made in Germany" simply I could see that 4 seasons put a Sachs brand part in their box, and off it went. Not uncommon for "house brands" to do with parts. Also reason I ordered it from RA, and not elsewhere online is their shipping to Canada is pretty reliable, and I needed it asap.

Today box shows up, and on the packing slip, it clearly states "Country of origin - Germany", so I was glad. I open up the part box, and low and behold a cheap china knock off that clearly says "Made in China". I was disappointed, but needed it asap, so I paid more for express shipping and begun the order process to order a Sachs from another local supplier.

I call up their head office, and instantly get told that there is no one I can talk to and they "Discontinued" the customer service reps last fall. I was a bit disappointed, but regardless, I thought I would start the return process. Obviously with the notion that they sold me a "Not as described" part, and they should refund me the ship price to me, the part price, and the ship back amount for the return.

I quickly got a response back from customer service, and instantly they said, not their fault, not our problem, if you want to return it you will need to pay for the return shipping. After a lot of back and forth, I was getting nowhere. And I was completely dumbfounded, that they were treating this simple issue that was their fault, and blaming it on me.

I had to file a claim thru paypal, and will wait to see what happens.

Absolutely disgusted. Been referring to them for parts for almost a decade. Been going back and forth over emails. All they do is copy and paste their policies. I'm exhausted from this today so I will paste my emails here:

1) I opened the package when it was shipped to me and there were 3 fuel filters in plastic packaging and an air filled plastic bubble thing to keep all the filters in place in the box. There were no other boxes included in the packaging. I understand you have policies to follow, yet I would hope that you take the time to reach out to the manufacturer and see if they have run out of boxes or are no longer using boxes. I would really appreciate it. Especially since I'm almost at the end of my relationship with RockAuto.

I previously ordered a Gates timing kit for my sweet 2002 subaru outback and the Chinese made thermostat shut closed after 2 weeks and left us stranded in Texas. This forced me to buy a truck just so I could get home. I'm still paying on this truck.

2) Why would there be a supplied plastic bubble in the box with the parts? Do you think that those filters could fit in boxes within the box you sent? Do you think the plastic packaging around those filter would slide into a box? How big of a box do you think you sent me? Tear off the return label and see that is the box you sent me with the filters.

3) Interesting news. I spoke to a friend of mine that referred me to you almost a decade ago and he reports the same issue. He says there is a likelihood that the boxes were scanned and then thrown away to use a smaller box to lower shipping costs. He also said that one time he bought a couple shocks that where in two large boxes, inside a massive box, and how ridiculous it was. Well, I'm going to tell you when I say there were not any boxes then, as the customer, I would believe that should be the most important thing I would hear. Because at this point I feel that I am being called a liar. We have a tree company, not a car shop. We have no reason to pull every filter out of every box and then try to ship it back. I always replace original packaging to any and every store. The total cost of the items I believe was maybe 20 bucks and 8 in shipping. Now, I spent another 8 bucks to ship it back. So what is really left for me? 12 dollars? At this point it is not about the money. It is about principal. If you want to lose a decade long customer over 12 bucks, then that is simply bad practice. My package came with what you recieved and shipping receipt. Nothing more.

I would recommend that this email gets forwarded to someone in management

-------------‐ The End for now-------------
I didn't feel it necessary to fill in the boiler plates they sent me. Irrelevant. But for them to lose a lifelong customer over 12 bucks!? Really!?

They don't honor their own return policy.
BS company, NO CUSTOMER SERVICE. You have been warned!
They don't honor their own return policy.

I ordered the wrong part by mistake.(To save confusion, I will call it Part#1). The estimated time of arrival came, and when I got online to see where it was, USPS said that Part#1 had never been received by them.

Under normal circumstances, I would have waited for Part#1 to come in, but I have head and neck cancer and it's life and death important that my car is operational so I can get my treatments, not to mention that my time is very limited... so, I went to the RockAuto website and followed their instructions to get a replacement part,(I will call that one, Part#2).

Several days after Part#2 was ordered, Part#1 shows up at my door, and Part#1 came along with an immediate email demanding that I either return Part#1 or pay for Part#2,(they, ~RockAuto~ said that Part#2 had shipped... BUT... the USPS showed that they had not yet received Part#2, so I waited for verification from USPS, that they had actually received Part#2, before making my decision on keeping and replacing one or both parts [hubs]).

I decided that both hubs were probably in the same shape, so I went ahead and paid for Part#2 as soon as it arrived.

THEN... My mechanic gives me the bad news, that I had actually ordered the wrong part... so not only did I have a part that I didn't need... I had TWO of them.

As both Part#1 and Part#2 were never installed, and in the exact same condition as they arrived in,(including the original packaging), I contacted RockAuto about getting a refund.

RockAuto's reply was to tell me that they could not give me a refund on Part#1(the original purchased part, that was lost and arrived late), because they have a 30 day limit on refunds... and that they cannot mail me a shipping label for Part#2. I am not a business, I am an individual. I do not own a printer, and I do not have access to get the label printed out... so, that boils down to me not being able to get a refund on that one either.

Order Number ******* Order Date 06/29/2020 Order Status Shipped Order Total $26.88

Order Number ******* Order Date 06/13/2020 Order Status Shipped Order Total $36.87

It may not be much money to most people... but it is a lot of money for me... and others may not see this as much of a hassle, but, I'm sorry... to me, the slightest bit of complication in my life, brings about massive amounts of instant and lingering pain...

I feel a deep need to help warn others about the way that this company does business.

Thank you for taking the time to read my review about this business... if I could make a suggestion,
It would be to read customer reviews on the site before ordering anything from them... if you don't see any customer reviews, there is probably a pretty good reason for the company to omit your access to review them... I hope that you are not taken in by them.
Kathy

Kathy M.
Cherokee, Alabama