"I ordered rear struts which was a total mismatch from the website description of what was sent. I won't order from Rock Auto again. I ordered 76 days ago and finally got to open the box and install today so I can't return."
"I ordered a fan clutch for a 1968 Camaro 396 cu in engine. I received the part and noted it is a nut mount, disassembled mine and found it is a four bolt flange mount. I went to my order on my phone, selected “return parts” went through an agonizing series of questions where they assured me the part was correct. It’s not. I then noted I would be paying th ship back their screw-up.
I went to Oreiley’s, had them bring up the part on their computer- picture showed the correct 4 bolt flange mount. I ordered one.
LESSON LEARNED, I WILL NEVER BUY FROM THIS COMPANY AGAIN. Rock Auto- you’d have to be a rock to buy from them. Give me a human behind a counter that I can talk to and deal with versus communicating with a computer.
PS to return it I’d have to box it, print the return papers, drive to a ups store, pay for the shipping, send it and hope I get credited. It’s easier to return a component at the local parts stores and get full credit."
"Ordered in 3.19. Power steering pump for a 78 chevy pickup, simple right? Nope! 190 days after original purchase 1 return took them 175 days. They now tell me its an eroor and this wont work for my vehicle. Never buy from rockauto deal with jegs/summit they have a 1800 number to call and order and deal.with a real human who lnows their stuff. Rockauto customer service sounded like a stoned idiot. Kept saying "thats ok" and "oh for sure" eff u dude"
"ordered a part they said was for the car...tried and it wouldn't work, and they won't refund because i tried the part. they sold incorrect part...they shouldve verified it was correct"
"I purchased over $500 dollars in parts to overhaul my brakes. When I attempted to return the cores, halfway down the page it asks if I have the original boxes. I had threw them out the day before when I cleaned up my shop.
Guess what, they will not accept the cores if not in the original boxes... and in fact, they can and will not accept the cores if the boxes are soiled or damaged! WHAT?
Sure... if you open the return policy statement you'll find these statements... but NOWHERE during the ordering process, or in the shipping notice, or the confirmation, or the paperwork that is sent with the parts do they WARN you about these stupid boxes.
Those 4 boxes I tossed cost me over $200 DOLLARS... INCLUDING tax! Yep, they are smart (devious?) in the way they facilitate returns and the like is that you must order a NEW part, then return the OLD part, and then they will credit you the cost.
The parts I was "returning" were not for resale and needed to be reasonable acceptable and in the original packaging, they were CORES to be sent to a remanufacturer to be rebuilt!
OK. OK! Let me pay for new boxes... How 'bout a $1 apiece? That should cover it.
So I emailed my objections and the response I got did not even address the points I was making, only stating that the vender won't accept the cores without the original boxes. I asked for it to be escalated an received the very same response. I finally found a phone number for the CEO, Mr. Jim Taylor and left a message with all the details I mentioned. To their credit, "Gordon" returned my call the same day... and to his credit... I wasn't available, but would be shortly, and he called me back within the hour. It was 6 PM PST and it was probably 8 PM or later his time.
He listened and responded, but would not budge. I stated that it appeared that the vendor's were dictating to a huge nationwide corporation like RockAuto and he said they all do. That has not been my experience with the likes of Amazon and O'Reilly and AutoZone.
Bottom line, I feel raped of over $200 dollars and insulted that they wouldn't even consider my plight.
Its probable a good thing they don't list their phone number or provide a decent customer service rep that is empowered to make decisions that will keep their clients and customers happy.
I'll not say I won't use them again as they do provide some parts I have difficulty finding elsewhere... but they will NOT be my first choice or 9th choice or 19th choice and I'll spread the word about their "alleged thievery" to all that I come in contact with.
"
"Been buying from RockAuto for years. I have only Fords and i only order Motorcraft (Which is OEM). People will complain about junk parts but it is not RockAutos fault, it is simply their own fault for ordering from a junk aftermarket company.... Order OEM and you won't have a problem. I have never had a problem with RockAuto. "
"listened to my husband tell me how much we could save purchasing parts for his 2009 GMC from RockAuto.... what a joke.... two breakdowns due to broken cheap parts later.... went back to GM and had truck repaired.... RockAuto wants me to now pay to ship the junk parts back to them in order to get a refund.... I guess we will take that as a $47 lesson and be glad we didn't order anything more than we did. would NOT recommend this company to anyone."
"Have been a customer for years. I like the parts selection, price, and service is always timely. I've had a few issues with orders, almost always it was that somebody returned the wrong part in the wrong box, but RA handled it well every time. Overall, better experience than many other businesses that deal in auto parts (which all have issues)."
"I just replaced the front sway bar bushing on my son's car with two ordered for Rockauto. The packing box has the correct part number but one of the two bushings inside belongs different part number.The worse thing is I didn't find out until spent hours replacing the old one with the wrong part.
I have to wait for a few days for exchange and go through the pain to replace again.
Now the car is down and I have wasted hours and $5.99 shipping fee because of their mess-up."
"I ordered two brake calipers, shipped from New York. They were supposed to be coated. Only 1 of the 2 were coated. When I contacted customer service by email bc they dont have a phone; I can only wonder why, I was told I would have to pay the shipping cost. Than pay again when I ship the old calipers back. And the box the calipers came in were damage upon arrival. Reading the return policy, for rock auto to accept the return, the original box can not be damage. Should of read the reviews first."
"I bought a carburetor for my classic car and within 3 days I had the carburetor, the only disappointment came when I went to ship my return core carb back to them. The return on my core carb was $50 but after they deducted the cost of shipping I got $10 returned to me. I will order again but won't be returning core parts to them. "
"My Jeep had to have the muffler replaced. My husband ordered and received one from Rock Auto. He worked over 2 hours to replace it, only to find when we started it up the new muffler was louder than the one that had a hole in it. Called customer service, was told it would cost $90 to send it back in addition to the $400 we already paid. She said it was a "performance" muffler and that meant it was loud. Never said that in the part description. I am a middle-aged business woman at a Fortune 500 company driving a Jeep, not a monster truck. So embarrassing at the end of the day when everyone is leaving and I start up my Jeep and step on the gas. VROOOOOOOM......WAAAAAAA.....WAAAAAA.....WAAAAAA. "
"I plugged in my vehicle details and chose from the list given. After telling them it did not work right they refused to take the parts back and then asked ALL the details including the VIN number to tell me the parts I chose did not fit my vehicle. They should require all that information UP FRONT so they show they care about the customer"
"Hi cuys, I ordered ball joints from Rock Auto and after two weeks delivery time finally got joints which do not fit to my Bird. Totally wrong measures. Now RockAuto is asking me to split what I paid. I asked phone number to call and discuss, then they closed the whole case. I cannot understand that kind of business attitude! Please be careful if you are going to order something from Rock Auto! #rockauto."
"I can not believe that there is no way to contact someone at your company. I received an order from you that I paid overnight shipping on, and the part is defective. I paid more in shipping than the cost of the part itself.
I filled out the refund info and submitted it, but am NOT happy about having to eat $25 of shipping for your mistake.
Now, not only am I out $25 for your error, I have to source the part from somewhere else and pay for it again, the car is taking up space in my shop and I have an irate customer that didn't get her vehicle back as promised.
No wonder you don't want anyone to be able to call you or provide any way for customers to talk to anyone about anything...it's obvious you just don't care as long as you hit your sales volume each month."