"Ordered an received the wrong size serpentine belt for a 2005 Toyota Matrix from RA.
Went to A Zone and bought the correct belt and installed it.
I was a few days past the RA 30 day return policy and was informed there was no exception. Ridiculous! That policy should not apply to a wrong size belt that was sent to me! "

"I just want to return a resonator that 1) doesn't fit 2) although supposedly "brand new" looks like it is already rusted around the welds. Tried, tried and tried to contact CS. Was told to go to web site. Went there and found a number that said CS#. Called said number and was told I have the wrong number. THERE IS NOT A CUSTOMER SERVICE PHONE NUMBER. Can you believe that? I'm being told to send the part back in the original box (per web site). Which I have to pay for. There was never a box. It had a piece of ripped cardboard around it(resonator) and some plastic over the ends. All I wanted to know from this company was this a problem. Good Luck trying to find someone to help you. I know I am going to get screwed of $100.
"

"Rock Auto has good prices but their shipping costs often negate the good prices.
Their 'Customer Service' could be better......Must write an e-mail (no phone contact) and wait.



"

"Awful experience. I ordered a windshield wiper blade they indicated would fit in the online catalog. It didn't fit and I asked for full refund including shipping charges. They refuse saying Trico, the blade manufacturer claims it's correct. I contacted Trico and they indicated they have verified it DOES NOT fit and will be updating their catalog. I sent this information to RockAuto including Trico's Application Engineer's phone number. They claim that's not sufficient information and still refuse to refund.

This is RockAuto's refund policy:
Shipping charges are not refundable unless the return is due to our mistake (for example: you received a part number that is not what you ordered, an item arrived defective, or the manufacturer confirms our catalog information is incorrect).

Obviously, I have provided them the means to confirm the manufacturer verify's the part does not fit, but RockAuto refuses to comply with their own policy.

Well they lost a customer and everyone else I tell. I'll be filing a BBB claim as well."

"Shipping Scam they currently have 1,247 counts of fraud being investigated by the FTC federal trade commission. They will charge you tons of money for shipping and your better off taking a horse and buggy to get part will be faster."

"Bad Shopping experience with them. they send me wrong parts and have to pay the shipping ( two way)cost by my own.
and no customer service."

"Ordered parts on 07/09, paid extra for next day shipping.. Not only have the parts still not arrived, ROCKAUTO is trying to say parts were delivered and signed for by JOHN DOE.. ARE YOU PEOPLE KIDDING ME? SENT MULTIPLE EMAILS AND HAVE GOTTEN NO WHERE, CALLED CUSTOMER SERVICE & GOT HUNG UP ON 3 TIMES, THEN DECIDED TO TRY 1 LAST TIME AND ACT AS IF I'M PLACING AN ORDER, CUSTOMER SERVICE WAS FINE, UNTIL I MENTIONED THE FACT I WAS INQUIRING ABOUT AN EXISTING ORDER.. THEY AGAIN, HUNG UP ON ME.. STILL HAVE NO PARTS, WORST EXPERIENCE EVER. NOW I COMPLETELY UNDERSTAND THE NEGATIVE RATINGS AND SCORE.. THIS COMPANY IS A BUNCH OF CROOKS!! EXTREMELY UNPROFESSIONAL, ZERO CUSTOMER SERVICE SKILLS. IN MY OWN PERSONAL OPINION THEY DON'T EVEN DESERVE 1 STAR.. "

"its always a gamble buying from them, customer often has to pay to return defective parts, you cant trust their catalog, parts listings are often wrong and again the customer ends up paying to send back the part. there is no phone number, no option to talk to a customer service person, the system is automated. no matter what happens with your order , no matter what junk they send you, they get paid and that is what is important to them nothing else. "

"Bad customer service wrong parts shipped to wrong address."

"Someone ordered parts from them fraudulently on my card. When I called to speak to the receptionist about this situation he basically told me all customer service was done online and he couldn't help me. He wasn't "trained" for that. So I am going to receive parts I did not order, the money was taken out of my account and he wouldn't direct me to someone who could help with this. NEVER will I do business with this company!!! EVER! Quite frankly I'm surprised they are still in business!"

"I ordered a part and ended
Up selling the vehicle the part is still in the box and when I try to pull up the order number there's no record of it I just want my money back
"

"Customer service is a bit of a hassle with no option to speak directly to a customer service agent. Ultimately, through email, Rock Auto went the extra mile and made the situation right. I appreciated their follow-through."

" it's like rolling the dice when you buy from here sometimes you get good stuff sometimes it's junk . I've been through five wheel bearings on the same car through these guys and they're all junk paying a shop to put each one on is getting to be ridiculous I would not recommend anybody buy wheel bearings from here I've talked to two other people that have got wheel bearings from RockAuto and they're all junk. But like they say you get what you pay for $400 for a good one or $100 RockAuto one . I won't make that mistake again . Then there's no number you can call only email and they tell you refer to some stupid listing that don't even help you at all. at $12 a piece return shipping plus the cost of paying somebody to keep putting this on that's almost $600 plus the $100 it was. should have just had the shop put the expensive one on from the beginning"

"I order support lifts for my town and country van. This van has a power lift gate. The parts I order said on the site was for a power lift gate and left and right side. I received manual lift and 2 right side supports I email them and they won’t do anything to make their customer happy. They won’t expect returns on installed parts. They won’t try. I have been using them for sometime now. I won’t be using them anymore."

"The only good thing I can think of about RockAuto is the price. That's where it ends. Its customer service is non-existent. RockAuto insists on conducting what it calls customer service via its website. In truth, the website simply outlines the process for product exchanges. If it doesn't involve interaction with real persons at some point, then the process isn't customer service at all.

I purchased a fuel pump assembly for my Honda Civic, and, after having it professionally installed, I found that the assembly was defective in two ways. First, the float mechanism was so loose that it did not make electrical contact with the sending unit. Thus, while the pump worked fine, the gas gauge on the dashboard was always inaccurate. Second, the product didn't have the important "auto shutoff" feature that stops the flow of gas to the engine in the event of a major accident. I ended up having to have my Honda dealer install an OEM part to put the Civic back in working order, and RockAuto's refusal to give me a refund (of a part they really shouldn't be selling at all) just added salt to my wound. Their business model seems to be based on finding the cheapest (and I truly mean cheapest, not necessarily the least expensive) parts and selling them as low as possible, with absolutely no investment in customer service or customer retention. I guess that model works for some people. Not so much for me.

I will not purchase from RockAuto again, regardless of pricing, and I'll sound the alarm to others who will listen."