RockAuto

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

Approximately three weeks ago I placed an order for two batteries (ac delco 94ragm) and both were shipped and received! You guys had the best price and had them in stock.
One battery was fine and the other was severely damaged and not use able. I filled out the form to return it and sent it back to your warehouse. Unfortunately, the second one was also damaged.
After I emailed customer service, Jarvin advised he was so sorry for the inconvenience and would refund me the full amount of the one battery and send me another one at no charge. While I was shocked and happy with this outcome, unfortunately a third battery was received damaged! Fed Ed driver advised it was on his truck with the box busted wide open and the case of the battery cracked and leaking. I refused delivery and had him take it back. You should have it in a few days

Still, my truck sits waiting for the not damaged second battery to arrive. A 2018 Ram 3500 Dually requires two batteries to operate! I still need a battery

I email back and forth every time asking them to properly pack the battery in something other than the thin cardboard they are using! It's not adequate enough to with stand the weight of the battery during shipping. Optima uses a foam wrap that works amazing.
My final email was with your manager Mark S, who advised me they will not be sending me another battery and said to send back the other battery. (My first one that was never damaged)
I went on to explain that the issue could be addressed with properly packing the battery not one of the associates address the actual issue but yet delivered another battery in the same condition.
I feel like this should be addressed so your not loosing product and possibly future business.
With no phone number to connect to customer service and doing it all by email is frustrating since the emails can take a few days.
Long story short, I feel you have an issue with in the shipping of these batteries. I guess I was lucky to get the one good one UNdamaged but at the end of the day I still need my second battery!
I look forward to hearing from you regarding this matter and hope there's a better solution to resolve this!
I shopped with RockAuto because of your prices and product availability, both of which are awesome provided they are not damaged.

I am a independent shop and have utilized rock auto at times as to save customers a bit of cash. I have used them 15-20 times in the past. Until this last order I was fairly pleased. The latest victim is a 2008 Silverado w/ 5.3 AFM. Purchased lifters, trays, gaskets, AFM manifold and bolts. If I gave the lifters 2hours of run time would be a huge overshot. Initially had one collapsed lifter, after replacing all lifters now I have 11 of the 16 collapsed, and 4 of 11 sheared the pin holding AFM lifters together. So... the lifters fail, take out 4rockers, multiple pushrods and obliterate the lifter trays. The horrible customer service is returning the lifters and I bought a better set and paid out the $#*! for next day delivery. It's been one week and I still haven't received the new lifters and the asshats with customer service keep telling me that it's fedex fault, but the tracking number deems the package was never sent to the carrier. Oh I forgot to mention that I work for a large government company that delivers mail. So I know for a fact what their saying is bull$#*!. I would not recommend this company to my worst enemy. Their return policy is bull$#*!, will not refund money, and say they can't do anything about the parts failing and causing $5-600 more damage. Wtf. This was a $1500 1day job initially, now I'm in this thing for almost $3000 in parts and labor and going on 20 days because they can't seem to get me the GD parts that I paid for and now they're telling me they will not accept a labor claim, nor refunding the $$ i paid for overnight shipping. If I had this many complaints about this particular manufacturer, I wouldn't sell their parts anymore because they suck. Definitely looking into seeking retribution

Every time I have ordered from them, they NEVER get the address right. I have had this problem EVERY ORDER!

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.

Rip off! Absolutely&completely &DO NOT PAY FOR NEXT DAY DELIVERY. 4 days & still don't have the part

Received part 3 days after ordered by USPS!: 0)
Staff was friendly and glad to help.

ONLY RECEIVED 20% OF MY ORDER, THEY SAY IT WAS ALL SHIPPED AND DELIVERED. CANNOT TALK TO ANYONE. ROCKAUTO SUCKS!

They sent me the wrong part, poorly packaged, very difficult to return THIS IS A SCAM COMPANY BEWARE

Pay 34 roller for fast shipping never got the part. This place is a scam...

Te engañan...He pedido 2 veces la primera vez unos shock y me lo enviaron usasos.La segunda vez llegó la pieza incorrecta finalmente perdí dinero enviando ambas piezas son un fraude

Habe einige Teile bestellt und auf Deutschland liefern lassen hat nicht mal eine Woche gedauert und war eine super Qualität! Bestelle auf jeden Fall wieder! Danke weiter so

Verkeerd onderdeel in goede doos gekregen doos was al hersteld met tape, blijkbaar vroeger retour gestuurd slechts de halve prijs TERUGBETAALD gekregen

No enviaron mi orden en más de 10 días. Ingformaban que estaba en tránsito y DHL decía que no lo había recibido. Es un engaño.

Mala mala mala mala mala mmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmm