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RockAuto Reviews Summary
The overall reputation of the company is markedly negative, with numerous customers expressing dissatisfaction with product quality and customer service. Common complaints include receiving defective or incorrect parts, inadequate shipping practices, and a convoluted return process that leaves customers feeling unsupported. Additionally, the absence of direct customer service options, such as phone support, exacerbates frustrations. While some customers appreciated the initial product selection, the prevailing sentiment is one of disappointment and distrust, suggesting a need for significant improvements in quality control and customer service responsiveness to rebuild credibility.
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I paid 02/01/2017 for 2-3 days delivery. Today is 02/08/2017. I got NOTHING but "Label Created" only. A few phone conversation did NOT help me to fix THEIR problem. They do NOT want to send the part but just hold my money for another 15 days of waiting. Trash company! The worst one I ever met! Looks like they hate their customers.
I needed a part for my 2006 Chevy Colorado and I had priced it from a local auto parts store and found it was going to be $35. I decided to check Rock Auto and found the exact same part for $7.00. The website was user friendly and I received my order in a couple of days. I would highly recommend them.
Tried to order a part, got kicked out, so not sure if credit card wss billed. Tried to call, but no one there to answer calls or speak to somone to find out if the part was order.
Trying to talk to someone about a part... nope, cant do. Looking for a head light wiring harness for a 2007 Chevy Silverado... not only never use this company but will Never buy another GM product. Too cheap... this site. No one to discuss hard to find products...
RockAuto misplaced my part number on my box and refused to take it back. Even though they sent me the wrong part in the first place I still had to pay the return shipping. Their website is not well organized and tries to put all the blame on you the wrong part is sent. There are no managers to speak to. Problems do not get resolved properly.
Just bought some brake rotors, followed their menu, got the right year, make of car, model and noted that it's a sedan but the rotors they shipped me DON'T fit. Now I have to pay the cost to return them which is half the cost of the part itself. Shop local, these guys are horrible. Check the internet, lots of complaints!
I've had my second fight with Rock Auto customer service and have
Deleted my account.
If you receive what you ordered and it arrived in usable condition
Such that you never have to communicate with Rock Auto customer service,
Then you will probably rate them highly as their prices are hard to beat
(except for their shipping charges on multiple items.)
If you need to return an item / deal with their customer service:
1. Prepare for a fight.
2. Any savings you thought you would realize by using Rock Auto will vanish.
You may even realize you'd have been better off buying from ANYONE else.
3. Do not be surprised if they insist you pay return shipping even
If they ship you something other than what you ordered
(Hard to believe ANYONE in business can survive with a policy like this.)
My last botched Rock Auto order:
Ordered a Denso fuel pump listed in their online catalog for my application.
Specifically avoided cheaper pumps, such as Walbro, based on
30 years personal experience.
Received a Walbro pump in a Denso box.
If I had wanted a Walbro pump I could have gotten one in
A Walbro box for $20 less than the Denso.
The failed pump I was replacing was, no surprise to me, Walbro.
Contacted Mario at Rock Auto.
Mario claimed that Denso informed him that this type of part substitution
Was common practice at Denso.
I contacted Denso America and Denso Japan and they tell me Mario lied.
Denso America referred me to their online catalog for proof:
Denso does not offer a fuel pump for my application.
I explained this to Mario who informed me I would be charged for return
Shipping anyway.
They refunded $57.42 of my $68.68 purchase price.
So, BUYER BEWARE:
If Rock Auto makes a mistake, the customer will pay for it,
Literally.
P.s. Wonder what would happen if you ordered a lug nut and
Rock Auto shipped an automatic transmission in error?
Their policy seems to indicate the customer would be responsible
For return shipping charges. One thing I know for certain:
Rock Auto would NOT ship you that lug nut until they received
Their transmission back.
Not worth the headache if you need a refund. They do NOT view the customer as central to the business. I asked for a refund. Now, I have no refund because it is a store credit. Even after I said I am NEVER going to do business with these charlatans again. I will only buy parts from a store that I can walk into. I've never had an issue with brick and mortar store like I have had with RockAuto.
Order # *******
"They say they tried to "verify" with my bank, my credit card, who I did a three way call with RockAuto, the bank and myself, everything was verified correct, phone number, address, card #, 3 digit security code, everything correct on what I typed into the website. The money is being held in my bank account, and ordered on 9/20, today is 11PM on 23rd, and yet they still have not shipped my very needed parts. Say they refunded my money, yet bank also disputes that, and they want me to give them another credit card, seriously? NO WAY I PAID FOR THESE PARTS, SHIP THEM TO ME"
I've contacted the apparent owner based upon Whois - https://whois.icann.org/en/lookup?name=rockauto.com and I filed a BBB complaint. Stay AWAY from this company!
I put a order in on tuesday 1.30 pm central paid for 2 day ship now they did not send for pickup to ship till wensday now i wont get it till friday 1 item
I have purchased 4 power steering pumps from Rockauto. They have all been installed by professional, main dealers but despite that each pump has failed within or soon after the warranty expired. On the latest occasion, the pump had failed before it was even installed int he vehicle.
I live in Ireland so with expensive shipping costs and customs duties etc. it was easier on each occasion to just order a new pump and pay to have it shipped. Between these costs and mechanics costs, I have spent well over 2000 to get a reliable, working replacement steering pump and at this moment, I still have a car, in a garage with no power steering.
On this latest occassion I suggested to Rockauto that I would pay for a new pump if they would cover the cost of shipping it. They even refused that.
They did offer to ship the defective product to US and replace it but I have to bring the product to the shipping depot (90 minutes drive from me). So, to get a warranty replacement (including the 1/2 day I will lose form work) will cost me more money than it would cost to just buy a new pump.
But I don; t want to just buy another new pump because I am fed up with these defective parts - I don; t know if it is ACDElCO that is at fault (I presume it must be as they manufactured this latest pump) but Rockauto are the people I gave my money to..
Who's the owner of your company, if I see him I am gone kick is^&*#@@(
Terrible and poor customer service...
I had to return a core and the box it came in was destroyed. So i put it in another box with all the info. They claim they will not refund the core charge because its in a different box. So i paid double for my steering gear
I went on line at their site to see about a "rear Axel" for my jeep wrangler I seen that they had them "In their catalog" but not available, they said leave an e-mail so they can let you know when it becomes available. I did that! And they said they did not have them AT ALL in their Inventory. Sounds like False Advertisement To Me!
Avoid rock auto if shipping to Canada!
They have two cheap options for shipping to Canada, one is economy mail and the other is ground consolidated. I paid for the more expensive ground option. The Rock Auto.com website faq has this to say about shipping: Note: Any shipping methods with the word "Mail" or "Post" in the title will ship using a postal carrier such as USPS, Canada Post, etc. Any other shipping methods will ship using FedEx, UPS, DHL, Freight, etc. We ship using our warehouses' preferred carriers so there is not an option to choose between FedEx or UPS, for example
Again for clarity I "paid" for ground consolidated not "Economy Mail" yet the idiots sent it in the mail and are trying to blame me for this even though my order confirmation quite clearly states that I picked & paid for "Ground Consolidated". So two things are quite apparent: 1. They never admit when they make a mistake, they always blame the customer. 2. There is no difference between economy mail & ground consolidated except for the price which they pocket. Bottom line: Avoid if in Canada. Ripoff shipping. Misleading website FAQs.
Good on all aspects. Have started using a different site now due to poor canadian dollar.
EDIT: back to being my #1 goto for parts.
Reps are not helpful or understanding. Many do not take the time to read a short email and default to being rude when they should be focused on being honest. If they would check their work and look for ways to be helpful they would see an overall improvement in their call times and number of call backs.
CALLING CUSTOMER SERVICE IS A COMPLETE WASTE OF TIME, SPENT 10 MIN, ASKING ABOUT A RETURN AND MAKING SURE WE GET THE RIGHT PART THE NEXT TIME. THE ANSWER EVERY TIME WAS "GO TO OUR WEBSITE" WELL IF THE WEBSITE GAVE ME THE ANSWER WHY WOULD I BE CALLING?
The Rock Auto website lists a Bosch O2 sensor P/N *******, which crosses to a Porsche P/N 986 606 126 01, as fitting (among others), a 2001 Boxster. This is incorrect, it is applicable only to pre-2000 Boxsters sold in the US. This was verified both by Bosch and several Porsche dealers. I bought one from Rock Auto last year, but then found I didn't need it then, so I put it on the shelf (in its original sealed, unopened shipping box) for future use. Now I need one, and find out it's wrong. My packing lists clearly has 2001 PORSCHE BOXSTER 3.2L H6 printed on it. Rock Auto will do nothing for me, citing their 30 day return policy. Since it is their (ongoing) mistake, and since the part in hand is clearly resellable, I feel an honorable business would own up to it and make the customer whole, but no - no refund, even partial, no credit toward new purchases ( which I am ready to make). When I told the manager that he should correct the website, and he said he would check into it, but regardless of what he found out, his refusal to help me would stand.
I use this company all the time. If a part is wrong, they have no problem either correcting it, exchanging it, or giving a refund. BEST PRICES around. The only draw back, don't be in a hurry as shipping takes a week - faster shipping is too expensive for the heavy parts.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members