"This place sells cheap parts that may or may not work. If they fit, you won't get a warranty if the parts defective. You'll get an expensive apology from a sales person who thinks tightening a nut enough to break it is good advice"
"I bought a part that had a $300 core charge from them, but they haven't refunded the core charge because I didn't get a tracking number. They say they don't know where I shipped it, but I used the shipping label they included with the package. So apparently FedEx only delivers to them if there's a tracking number.
Then they quit even answering my emails, and ignored requests from the Consumer Protection Bureau to communicate with me. I finally got the Attorney General involved, and they at least responded to them (with more lies), but still not to me. Six months, and they say when their warehouse reports they've received the core, they'll refund the money. I'm betting someone at the warehouse is $300 richer."
"Customer service has backslid considerably. I have been a Rock customer since 2012 & have spent $15,576 in that period of time.
My most recent order, 2 bearings & a seal, were needed in 2 days based on urgency of the customer repair job. They were shipped out in 2 packages; with only one arriving on time. The other package (5 days late) somehow got mis-routed and is now in China.
I attempted to contact Rock; they no longer accept phone calls & require email correspondence. No offer to ship replacement bearings, no offer to refund expedited shipping, only the direction to, "be patient and allow the carrier time". Unbelievable. I will no longer do any business with Rock; Amazon it is, at least they stand behind the shipping carrier mistakes."
"Don't expect to get parts mailed on time or the right parts. It took 7 days to get a idler pulley from them. had them ship the wrong parts then it will cost you money to ship back. Buying from Rock Auto is not worth the hassle."
"I'm seriously not understanding the hate. I've had 5 of my own cars plus a bunch of other cars that I worked on (I do freelance mechanic work) and I've never once had a problem with rockauto. I always get parts before their promised time, they're always exactly what I pay for, brand new in box and they sell quality brands. I understand people have bad experiences, but with rockauto one bad experience shouldn't be the end all and be all. I understand their lack of customer service and their really outdated return policy doesn't help, which is my only complaint. But I still purchase everything for my cars from them because I always get what I need no problem. "
"Purchased right and left vent window moldings. Got the right, no left. Contacted web site and they sent another right. Nobody to talk to. Did away with customer service to keep prices low.BS! Finally got approval for a return and I must pay shipping. If there was someone to talk to they are responsible for shipping. Their mistake!. Stay away from this a company. Prices are decent but they make it up in inflated shipping charges."
"I purchased parts for my vehicle totaling $419USD. I got scammed for a part that was on closeout. I got an email saying that it is no longer in stock after 4 days of my payment. my order was delayed due to this part which is still in stock but price has changed. very dissappointed. I emailed customer service, they seem not to care and do not even bother reading your email properly."
"I ordered part DY 72806 which states BMW made a change and you would also need part 17.12.7.536.235 sold separately to connect to part DY 72806 which is a return reservoir hose.. Perfect that’s what I need although I do not need part 17.12.7.536.235 as mine was good. I get the upper radiator hose and there is no place to connect part 17.12.7.536.235? So why would I need to order it separately when there is no place to connect it? Now Rock Auto wants to charge me to return it and not give me a full refund. First off it’s not the right part, and second your description is totally wrong. I won’t be ordering from Rock Auto anymore!!"
"No one will work with me to salve the problem."
"Rodney,
Thank you for your response.
I guess the point was lost on you or sarcasm is not your strong suit.
I tried to make a valid point about my issues, as well as those of the same people who turned me on to Rockauto to begin with.
In fact, no response would have been better than your irrelevant comment…now I’m just **** off.
Goodbye Rockauto.
Steve
From: RockAuto Customer Service
Sent: Tuesday, May 21, 2019 2:03 PM
To: Stephen D. Oswald
Subject: [Ticket#104820878] Amazon is kicking your butts at your own game
This email was sent from an external source. Please be cautious of opening any attached files or visiting any website links. If you are unsure about the legitimacy of the email please contact the Service Desk for assistance. (Tanner Health System MSG-FX1004)
Hello,
We're glad to hear that you look forward to receiving our magnets! Most of our warehouses stock magnets and include them in the box, but some do not. Magnets can also be purchased on RockAuto.com by clicking here.
For a chance to have your vehicle featured on a RockAuto magnet (or another publication, such as our monthly newsletter or social media), please see: Tips for Taking Pictures of your Car
Thank you,
Rodney
RockAuto Customer Service
www.rockauto.com
Dear Rockauto Service Team,
Of course, I've been a regular customer. You guys have been good to me and that is
difficult for me to say about ANY business. So thank you.
I've noticed that the last few orders are getting more expensive and the shipping cost
is increasing. By a lot.
Rockauto is an auto parts ONLY supplier, right? Specialized. Amazon, of course, is
not. Seems like that would be a marketing advantage for Rockauto.
In the case of this order I reference here, I saw three different shipping payments
from three different warehouses, for 6 items.
Today, I ordered the exact same items I had in my Rockauto "cart" from Amazon. I will
get it tomorrow and the total is $50 bucks less than the same order would have been
at Rockauto.
Based on my order, that represents 30% more if I get it from Rockauto and it would
take a week to get it. We're only talking about a $150 dollar order. The amazon
price's per item were a couple of dollars more than Rockauto's price's but I still
came out way better with Amazon...and it will all be delivered by tomorrow, not in a
week.
I hate amazon. I'd love nothing better than to use Rockauto than Amazon. It simply
cannot be justified as it is now.
Consider creating a flat shipping rate or provide free of discounted shipping to
"prime" customers. I understand the shipping costs are great profit centers for
people selling junk on TV adds but should not be part of an auto parts suppliers
business model. The little fridge magnets thrown in the box are nice but not worth 30%
and a week of down time.
You guys gotta do better. Until Rockauto changes this practice, it's amazon and the
local (albeit horrible to shop in) parts houses for me and my six vehicles.
Regards,
OZ
"
"I was rebuilding a Jeep and order over 800.00 in parts. The intake manifold I ordered from Rock Auto was supposed to be new but you could clearly see it had been welded and the intake runners were so pitted it was ridiculous. Because the project takes a while to complete it was over 30 days after I ordered the parts before I even opened them. As soon as I saw the issue I contacted Rock Auto (by message only, because you cant talk to a live person) and the return was denied because it was over 30 days.
DONT BUY FROM ROCK AUTO!!! THEY SELL **** PARTS
"
"Classic non-helpful parts pushing, money grubbing, completely non-service and non-customer orientation. Outdated return policy and zero assistance on “Compatible” parts moniker they employ. Simply the worst of the worst in on-line parts ordering, delivery, and return. I shudder to think of an after install warranty need. Fortunately, my parts were clearly no compatible and not installed and being unable to return with 30 days I eat the costs. If using this company beware and get work done ASAP, though, I suspect after navigating their on-line BS site they would never be accommodating or offer parts replacement or returns, period. Simply pigs of the online auto parts business. "
"I have ordered parts from them for over two years! They have good quality parts! Anyone who gives them low stars don’t know their car parts."
"Bought brake pads for my 07 Acura TL-S. Brake squeal really bad after I installed the pads. I thought that the pads is defective or a wrong kind of pads. Because I heard certain pads doesn’t work with Brembo brake. So I bought different kind of pads. But the squeal it’s getting better. Week went by, brake only squeal once in a while. So I decided to return the second pads I bought. And they charge me to ship it back. Loose$15. "
"Pros:
First view of the website I like the way it is setup could it be better yes but there are websites out there that are the same way. The website was easy to navigate to find parts.
They have parts that you normally can’t find anywhere else for instance my all aluminum radiator for my 94’ Mazda B3000 manual transmission. Also parts like rebuild kits for engines meaning pistons and ring kits.
Cons:
There return process needs a lot of improvements. You cannot get customer service on the phone that is one of the first things they say when you call the number. This is my biggest problem with how they do business they don’t want to deal with the confrontation from a customer and to me this is what is killing them on the reviews of their website.
Price are great but their shipping Does not offset the cost of going to the auto parts store. If they offered free fast shipping this place would be killing it. Amazon has parts I need and I can get them in two day!
There online return policy is garbage!
My whole opinion of their website is that they are not any better than the chain auto parts stores. I can order in store pickup with advanced auto and get 20% off or have it shipped to my house for free. Seems to me instead of Making these stupid commercials they ought to be spending on building a better customer service department.
3 stars is more than fair for a review as I see people here leaving 1 star reviews.
RockAuto.com is a necessary evil for me I have to go there because I can’t find certain parts anywhere else.
If you need parts fast and cheap don’t go to RockAuto.com
If you need a part that you cannot, don’t mind paying there ridiculous shipping, and you don’t mind waiting then use RockAuto.com
Keep in mind that if your part is faulty after 90 days they will not refund your item you need to contact the manufacturer if there is a manufacturer warranty.
I purchased my product 12/5/2018"