"I ordered a part ( they took paiement) estimated delivery may 15 , not received may 16, at one point they change delivery date to may 21 , now no delivery date showing. I am unable to find any way of findings what is going on, or if I will ever get the part, meanwhile car is us. The site and service is as bad has it get."
"Tried to exchange a part and they refused. They tried to say my return wasn't in original packaging when I literally sent it exactly how it came down the to same box etc. Terrible customer service and no number to call for help. NEVER BUY HERE."
"For a while now I've been checking out the prices on Rockauto but have always bought locally. I finally decided to buy Moog sway bar links for my pickup through Rockauto. Got the links shipped to me and installed within a couple days. Well the unexpected happened and one of the links went bad just after a couple months. The whole return experience and cost of returning the link was ridiculous. I will not buy from Rockauto ever again. I'm sticking with my local parts stores.
Another thing, what the hell has happened to Moog quality. I've had so many Moog parts fail in last a couple years. I'm done with Moog too. Better off buying the damn Autozone brand."
"FAILED FUEL PUMP CAUSES INJECTION PUMP TO FAIL. ROCKAUTO’S POLICIES WON’T ALLOW WARRANTY CREDIT AND WON’T COVER DAMAGE COSTS. GOODBYE ROCKAUTO
On January 25, 2018 I bought a Rockauto lift pump for my 2001 RAM diesel. I replaced my existing lift pump even though it was working fine because I knew how important the lift pump was for protecting the injection pump. Slightly over one year later their lift pump failed, also taking out my injection pump. The lift pump had been professionally installed. The lift pump cost me $145 (and $130 for installation) but the rebuilt injection pump cost me over $2000. I contacted Rockauto, telling them that their part was responsible for the injection pump failure and they should pay for its repairs. I basically got a form email back telling me where to file a warranty claim on the lift pump. THEN, later, I found out that since it had been a year my only warranty option was for a replacement pump; no cash, no credit, no nada!
I have bought four parts from Rockauto - and two of them have been defective (the other was a brake caliper). I was pretty grumpy after paying TWICE for the installation of the brake caliper but I am beyond angry at the huge costs to repair damage from their failed lift pump – which they will only replace, not giving credit. The most upsetting part of this, however, is the impersonal, unsympathetic way they responded to my situation! I see no reason to purchase anything from them again. Those shops that offer 24 month NAPA parts and labor warranties are looking very, very good!
"
"Ordered a clutch set never checked the individual boxes till I went to complete the job. Found a clutch disk in the box that should have been the pressure plate. Rockauto refused to help. I just wanted to exchange the part for the correct one I paid for. They flat out refuse to help. Glad I gave them my money for some random clutch disk. "
"RockAuto used to offer great prices and outstanding customer service. In their quest for increased corporate profit, they have eliminated all their client-facing customer service staff. When the ordered parts are correct, that's not a problem. But in some cases, the orders are correct while the listings are wrong and their system doesn't handle that. Worse yet, they'll update the listings and then deny that they updated them. It's extremely important to take screenshots of the parts you're buying including the pictures of the parts so you can submit this with your requests for reimbursement for their catalog errors. Yes, this has actually happened to me!
In my recent SNAFU with a rockauto order, the part I ordered was not entered into the catalog correctly and the picture with the part was not of the part listed. When I accurately answered the RockAuto automated system questions, it incorrectly determined that I had received a part different from what I ordered that was in the box for the part I ordered (mis-boxed) when I had actually received the part I ordered but the catalog was incorrect and the part was not correct for my application. I called them and then discovered that they had eliminated all their customer service staff. That annoyed me, but I decided to weather it and try their automated system that the automated response promised me would fix the issue. It didn't fix the issue; it made it worse: They sent me another wrong part!
After some hoop-jumping, I was able to eventually get some attention and they refunded the purchase and sent me a postage-paid label to get the parts back. I did not receive any sort of apology for the rigmarole they put me through, or the two week delay in getting my parts.
It is my sincere hope that RockAuto raises their prices a little bit and adds the customer service staff back. I cannot see how this business model is sustainable. After over a decade of buying almost all my auto parts at RockAuto, I've had enough of them. If a competitively priced imitator came along, but with good customer service, I would stop buying from RockAuto in a heartbeat! "
"Parts are fine if you know what you need. Service is horrible, packaging is inconsistent between warehouses which led to damaged parts during shipping. They would not file a shipping claim. Do yourself a favor and buy local, or buy ANYWHERE else. "
"Early delivery and good quality products and easy "
"Ordered parts on a Monday, paid extra for DHL delivery on Wednesday. RockAuto says it was shipped but DHL says they have not picked it up because it was not ready. The real problem is that RockAuto has NO WAY WHATSOEVER to contact them until the shipment is at least two days late, and even then it is just an automated system with no real answers. "
"I paid for DHL shipping and received FedEx, the price was 2.00 less for FedEx and 2 days longer. I have complained but from the reviews I have read, I doubt I will see any money. I see a class action lawsuit coming to this company for fraudulent charges and collecting money for one delivery company and using another."
"I ordered rotors for my car and they sent ne the wrong ones and they do not wanna exchange them and now they not answering my email ....do not order wrong them "
"Rock Auto is the biggest scam online today. I ordered rotors for my car not only did they ship me the wrong size rotors they refused to refund my entire amount. They made up an excuse saying it was damaged due to a surface scratch that may have happened in shipping or during there inspection. They also wanted me to pay them to ship a part back to me that doesn't fit my car at all because they shipped me the wrong part. Worst online part seller out stay away."
"Received wrong parts, no live customer service. Got email responses from Lexi, never received any refund which was promised in 3 days"
"Ordered drilled and slotted rotors,brake pads, brake parts, struts for my 2013 Camaro Lt/RS
I got what I ordered for great prices and delivered in short order ..and all the parts fit great,
No returns..Thanks RockAuto"
"I ordered the complete brakes and rotors kit, put it on my car and they were making very bad squealing noise. You can’t reach no one on the phone, and they had the nerve to tell me I had to pay to ship the defective brakes and rotors kit back to them. I would never order from them again and I don’t recommend them to anyone, better off going to Auto Zone, Advanced Auto."