RockAutoReviews 1,685

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 only got 2 magnets out of 3 boxes I ordered. Love my magnets. It was a Jeep and Saturn. I have a truck. Would love a truck magnet.

I have purchased occasionally from RockAuto for years and never had any issues, but after this experience I'll never go back. The few dollars you will save is not worth the pain of dealing with them.

Other reviewers are correct: You can only communicate with them via email and their return policies are incredibly unfair.

Purchased a starter motor for a 90' Acura Integra. Part was a little different than the original, but looked close enough so I tried installing it. Mounting holes were off by about 1/8", so it would not fit. Contacted RockAuto for a return and they asked a bunch of questions about the application, then refused to accept it back since it had some minor scratches from the attempt to install.

After numerous attempts to reach them through email, which were never responded to, I was forced to reach out to Visa for a remedy.

Here is a tip for everyone else: If you purchased from RockAuto with a Visa card, they have an e-purchase protection program for exactly these situations. Call their customer service and explain the details to them. This is the best chance you have of getting your money back.

I ordered 2 PCV's for Toyota vehicles I own. It's been 14 days since the order was submitted. The parts are coming from Rochester N. Y. to Florida. DHL's website just says the parts are "on the way" with not other way to contact DHL for a status. If you call DHL's 888 number, it just says to contact the shipper. Rockauto has absolutely no customer service available via the telephone. NONE! On their status/returns website, my order is locked from any other activity until another 14 days passes to give DHL the chance to deliver the parts. I've spent thousands of dollars at Rockauto in the last 15 years and this is the quality of customer service I/we receive. Never shopping there again, will just go to the local NAPA. At least I'll be able to talk to a live person if needed.

The prices are good but there is no one speak with or even email about a discrepancy in my refund amount.

Ordered 2 parts - one fit and one did not. I wanted to return the part that did not fit so I called Customer Service and the recording says they don't do customer service over the phone; go to the website. On the website there is no way for them to pay the return shipping, even though they sent a part that does not fit. So I selected the prepaid shipping label option and printed it. Went to post office and they said the label is not correct, so I had to pay shipping, for the 2nd time. I will be amazed if I actually get a refund.

As an ex-counterman, I have had a******s stand in front of me with their phones in hand looking at your site. I can not think of anything more insulting except maybe your commercial depicting a counterman as a no-knowledge twit saying, "I should be able to get it from my warehouse". Isn't that what you are? And above all, he knows all the questions to ask so the CORRECT item will end up in the customer's hand. Only occasionally did someone humbly came into my store asking me to get them the correct part after their foray into your website.(1 star only because sometimes it does work to parts store's advantage.)

Ordered a parts on May 21,2022, received a defect one, try to return it, but Rackauto asking to ship it back in my costs(the shipping costs is high than parts price). The store has no phone number, no e-mail address for you to complain, It waste my time and money, it is a very bad experience, leave away the store.

Bought all my parts for my 1999 4 runnner front end all then failed and almost rolled my car. Zero response on from them their costumer service is horrible. Don't buy these cheap parts

They sent me a return shipping label with the wrong ware house address & they blame me for sending back to the wrong warehouse.
But they sent me the return label lol now I owe them 109 dollars for a clutch I will never see again

What I do now is search thru they catalog copy the part number paste it on eBay or Amazon an even find parts cheaper there …

I ordered shocks and struts for my Toyota 4Runner. They had a recommended a certain type of shock which are absolutely the worst ride that I have ever had on any vehicle that I have ever owned. I would was told that I couldn't return them because they were already installed. How would I know how they rode if I hadn't installed them. This is bull$#*!. Autozone is a better deal. Dumbasses!

On 30 May I ordered a window motor for my Nissan Frontier and was charged $12 for shipping. The next day 31 May I was provided a USPS tracking number that stated a label had been printed awaiting transfer and that my package would arrive NLT 6 June. My order was not given to the USPS until late afternoon 6 June despite my sending several emails to Rock Auto customer service inquiring on it base upon the tracking status being the same for 6 days. I was repeatedly told by "Joe" it was in route, when actually it was still at the Rock Auto facility. When the tracking status finally changed on late afternoon 7 June to show it was in the USPS system at their facility awaiting transportation to the next destination I contacted Joe - Customer Service and asked for a refund of the shipping fee and was ignored and only given the same customer reply saying the package was shipped that I was given on 31 May. I will NEVER order anything else from Rock Auto ever again and will share my experience with everyone I encounter in the future. Recommend you order from a more customer service oriented business. I hope the owner Mr. Taylor reads this review and contacts me. The customer may not always be right, but they are always the customer. In my case with Rock Auto I'm no longer their customer!

I recently made a purchase from rock auto, paid an additional $71 to over night, I got half my order the other half 4 days later costing me and my mechanic money for my vehicle sitting in his bay for 4 days. I inquired asking about my order only to find out the aren't set up for questions or concerns so it fell on deaf ears. I would NOT recommend rock auto at all.

Always crap parts, never the right ones, don't waste your time not money on this website.
Zero customer service

Ordered a full set of fuel injectors (4) for my car from Rockauto. Listed as brand new and they were the O. E. part for my application. What arrived were 3 new fuel injectors and one obviously used injector. In a BOX AND PACKAGED THE SAME AS THE NEW INJECTORS. This means they got a return on a faulty injector, didn't send it back to the company as a defective unit and then just rebagged and sealed the bag and stuffed it into a box and resold it. These injectors were over 120 bucks each. Tried to do a return for the injector immediately after recieving it. Good luck doing a return with these scammers. Everything has to be done through their website which ony has drop down menu's listing what needs to be returned and a few reasons. I couldn't find the reason I needed to do the return in the drop downs and there's no place to actually type in what is going on. Only drop downs. So I trylied in vain to contact them... NO PHONE NUMBER! This is a business with no phone number listed or to be found anywhere... let that sink in. Finally stumbled across an email address through a google search which led to a forum where it had been posted. Contacted them and a few days later was given a canned response of "Please use our website for returns" So agian I emailed and again I explained that the reason for the return was not listed in there drop down menu's and I just needed a bit of direction on what to do in that case. Recieved an email that said "Just put it under defective returns". Fine. Tried that on the site and was given the run around by a freaking system. All I wanted was an exchange. Not possible it seems. So I went for a refund. It said I had to mail the thing back before they would process the refund... on my dime. Nope. Sorry. I'm not paying for your scamming and at this point I'm over a week into this without any resolution in site. Contacted them agian and told the I wanted them to send me a shipping label... and while they were sending the label I wanted a new injector mailed with it. I was over it. After back and forth with these criminals, They refused to fix the mistake that THEY made. At all. Let alone to my satisfaction. Never again for me. Buyer beware.

Stay away from this company!
They are great until something is not right with an order or part. YOU CAN'T email or call anyone!
I used them for quite a few parts purchases, then one of the parts I ordered didn't fit. They do not take parts back for any reason after 30 day PERIOD! Even though according to their website it would fit my car.

Way to long a wait shipping by DHL! Already got the part a Oreillys & installed & about as cheap as Rockauto! Not happy at all!

Paid 45 dollars to have delivered by June 2 got one not the other which was more expensive and important