"Abs wire on Wheel Bearing arrived damaged. I installed the wheel bearing to out vehicle back in a service. I had to purchase abs wire from local dealership to complete installation. I returned damage part through rock auto. They refused to reimburse me cost of part I had to purchase due to the damages part they sent me. They offered to give me in store credit for $20. This was 1/3 of what it cost me. Very poor customer service and unwillingness to refund me what I had to pay for from their mistake. I will never purchase from Rock Auto in future. ***Buyer beware...I would suggest other parts supplier."
"Rock auto is all about value. They sell parts at some of the lowest prices I have seen around. They also have a very good selection, at least in my experience. However there is a little bit of, "you get what you pay for" going on with these guys. Part of the way they save money and keep costs down is to not offer a way to talk to a human being on the phone. The only method of customer service is via email or through functions on their web site. This is a real problem if you have a request that isn't standard, or their web site doesn't offer a way to address your problem.
While I understand their wanting to keep prices low, I fear they are underestimating just how important is to be able to reach a real person when you are experiencing problems.
I also would like to see them work on reducing shipping costs. If you do need to return an item, be prepared to pay for a prepaid shipping label, even if it is a warranty. So, their prices are good, but some things are lacking."
"I ordered a front motor mount for my 95 Toyota Celica convertible 2.2L. The one that I ordered only fits the coupe not the convertible. Makes no sense. Same engine and same part number as other stores but theirs is of center 90 degrees. I have heard that rock auto had very poor customer service. I will cut my losses and throw the part in the trash before i pay to return it to you for maybe a partial refund then you sell it for full price. Lesson learned and I will spread the word. By the way the other 2 motor mounts I ordered along with it fit perfect!
Sent from my T-Mobile 4G LTE Device
"
"I have made more orders than I can count over the years from Rock Auto. Had a glitch here and there but always got it worked out so I can't complain.
However I was taken back by the negative reviews here. I think that we need to take the negative reviews with some context.
1. Rock Auto is selling parts at a very low price. This means that in trade for the low, low prices some things cannot be supported like a call center. Now I will admit that it seems like their email escalation could be better but I don't hold this against them. Its just an opportunity to improve.
2. Rock Auto for most, not all, parts has a dirt cheap option, a mid level option, or a high end option. If you buy at the dirt cheap level you have to expect that its sketchy at best. I usually go mid level or higher on the parts I order.
3. Your ordering the wrong part is not their fault. Do a lot of research, even cross referencing manufacturer parts numbers from other websites to ensure that you are getting exactly what you need. YES sometimes shipping errors occur. I once ordered a distributor cap and got an oil filter. They put my shipping label on the wrong box and someone who ordered an oil filter got my distributor cap. Its human error and it happens. In this case they emailed me a shipping label, I printed it out and sent, no muss no fuss and my cap arrived a few days later.
4. Rock Auto cannot re-sell an installed part as it is now a used part. Though it may be in perfect condition expecting them to take it back is asking them to take a loss, at the prices they sell the small margins prohibit this. EXCEPTION, if they DID send the wrong part number then first you should not install it (compare to the part you removed) they should then cover all shipping and replacement costs. (Again this is an opportunity for them to improve).
I have had issues with parts orders from auto anything.com, parts geek.com, autozone.com, and others. Each one handles its customer service a little differently. Mail order auto parts is not an instant gratification method of acquisition its a cost effective way of parts acquisition. For instant gratification go to your local store, the tradeoff will simply be pricing.
Keeping these things in mind you will have a much better experience with Rock Auto.
I'm not an employee just a DIY guy who has done some major auto repairs over the years with the help of Rock Auto"
"Rockauto.com shipped a broken part. I returned the broken part for an exact replacement. I did not create a new order. Rockauto claims they do not have any more of my part in stock, so they can only refund me. Their website has the part in-stock, but it is now 3x more than when i ordered it a few days ago. So i could create a new order for the replacement part and pay 3x more. When questioned whether the price increase caused them to not replace the items, they canceled my customer service ticket. I have no way to contact them, other than through e-mail. There is no way to contact via phone. Customer service isn't just poor, it is non-existent. Stay away, stay far, far away from RockAuto.com."
"I ordered an oil pan for my 1982 Corvette. I looked it up on their site and ordered it. After removing my oil pan, I find the new one isn't the correct oil pan for my vehicle. The corvette is all original number matching. Now, I find out there is no customer service, and even though the lookup on their site is incorrect, I will have to pay $12.99 to ship it back. I already paid for shipping on the order when the order was placed. So, now I am out $26 and still need an oil pan.... This is criminal! I will never order from Rock Auto again! I do not recommend anyone do business with this company! "
"This is only my second purchase through rock auto mostly because I work in the auto parts business. I use them when I have hard to find items or I need to save someone money. Saturday June 16th I ordered a part that was to be shipped from Maryland. I live in Pa. It is now Friday June 22nd and no part yet. I tried to call and get an update, no customer service whatsoever. No update from shipper at all. Last tracking was on June 16th that it was waiting for pickup by USPS. I will now buy this part locally to get my family members car back on the road. Unacceptable!!! It's a shame I had to choose one star because I would have chosen none if I had the option."
"I have odered parts on Rock Auto at least twenty times, I have never been disapointed!! I used to be an Auto- technician and know a thing or two about parts. I've heard that they do not have warehouses, and their parts are factory rejects, and neither are true. I am a truck driver now and have personally delivered to one of their warehouses in Smyrna TN.!! As for factory seconds, I now work at an automotive manufacturing facility and reject parts get scrapped!!"
"I look after 6 vehicles for family and have had only 1 issue in 8 years. The issue was an error in the BWD parts catalog, which was not Rock Auto's fault.
All other orders from body parts to filters, wipers, brakes, shocks, ball joints, timing belt kits, emission control, belts, hoses, pulleys, have been accurately filled and promptly shipped. I rarely find their prices can be beat and really like being able to purchase genuine Mopar parts at a huge discount compared to the local dealer.
They are my first spot to check for car parts."
"Ive oreded for at least 3000$ of stuff to fix my own and wifes car, and some co-worker cars. Ive never had any issue, only one they sent me the wrong brake pads once, but sometimes it happens. all the rest were important parts and they all were in good shape. All of my 5% discounts worked and every time."
"I bought an ac compressor for my truck with a 30 day warranty on 5/24/18. I took it to a certified mechanic to have it installed and it only worked for a week. On 6/2/18 it had stopped working, and tried to get it replaced because I had a 30 day WARRANTY on 6/15/18 and they wouldn’t honor the warranty. So now I have to buy ANOTHER ac compressor and pay to get it installed AGAIN because they sold me a defective part with a warranty that they will not honor. Long story short I will NOT order from them anymore. Stay far AWAY from them unless you can afford to lose money. I will order from partstrain.com from now on. "
"When they short your order on Qty., instead of replacement, they refund for the amount of shortage, when they have the parts in stock. So a Customer must reorder the shortage amount as a new order.Then they hold your new order to be punitive, even though they promise a ship date. Must be a group of Snowflake Millennials we are dealing with. Save yourself time and aggravation, take your business elsewhere. In the long run, you will be better off."
"On 5/28/2018 I ordered a crank shaft seal and gasket with first class mail. The same day moments latter I received an email that it would arrive June 5. On June 7 I received a notice fro the post office that there was no secure place to leave the package. The package contains an 4" oil seal and a gasket that is about 7" by 6" and my mail box can hold multiple books as it is very large. June 9 I requested that the package be left in the mail box. June 16 I go to the post office and come to find out that there is postage due and the box they used would not fit in the mail box. I contacted ROCKAUTO.com by email as this was the only choice the web page gave me. I explained that the post office was sending the package back as I would not pay the extra postage. ROCKAUTO.com told that they would not send the parts next day as this was not what I had paid for in the original order all though they tried to make me pay more to get the parts that I ordered. This is the second time that I have had an issue with ROCKAUTO.com and both time it has cost me time and money due to there misleading adds and there VERY POOR CUSTOMER SERVICE. DONT BUY FROM ROCKAUTO.com I have now changed to PARTS GEEK."
"I put my Coupon code in when placing an order and it did not apply. This was my largest order with rock auto in the last two years. $588. After i placed the order i realized it didn't apply. I tried to call but there is no customer service over the phone. Absolutely aggravating. I then sent 5 emails trying to get in touch with them explaining my situation. When they finally got back, they said they couldn't do anything since the order already shipped. Even though i tried to mitigate the issue prior to shipping but their lack of customer service prevented me from doing so.
Below are my correspondences with them.
"Thank You. This will be the last order i every place with Rock Auto.
I did put the code in. It did not apply because of some unknown issue with your website.
As you can see, Below are my past rock auto orders. This was my largest order in the last two years and you will not apply a credit / discount to a loyal customer who is now abandoning ordering anything from you. That is very irresponsible business ethics and i will be reaching out to other sources to file a complaint / small claims suite because of your lack of effort in this matter.
Order Number Order Date Order Status Order Total
86933003 06/14/2018 At Warehouse $588.89
84761197 05/14/2018 Shipped $31.78
60718354 03/27/2017 Shipped $19.42
49567921 07/26/2016 Shipped $38.78
44639410 04/07/2016 Shipped $307.75
42963962 03/03/2016 Shipped $22.34
41574374 02/02/2016 Shipped $25.59
41174518 01/22/2016 Shipped $141.32
41174314 01/22/2016 Shipped $242.62
40682934 01/08/2016 Shipped $72.35
From: RockAuto Customer Service
Sent: Friday, June 15, 2018 2:44 PM
To: Tyler Digget
Subject: Re: [Ticket#103883181] Your Most Recent RockAuto Orders
Dear Mr. Digget,
Thank you for the follow up. The email sent with the discount code, is clear it must be entered at the time the order is placed, we cannot retroactively apply a discount.
I do see you contacted us regarding the discount but we were not contacted until the order had already processed and shipped. At that point it is too late for us to apply the discount. I apologize but we cannot offer a refund at this time.
Thank you,
Ashley
RockAuto Customer Service
RockAuto HELP
http://www.rockauto.com
Tyler Digget wrote:
Hannah,
I tried to mitigate this issue prior to shipment but due to rock autos lack of costumer service, i was unable to. I tried several times. This is NOT my issue. The fact that i am not benefiting from being a loyal rock auto customer, solely due to rock autos negligence is 100% unacceptable. I would like a credit in the amount of the discount applied to the card used to purchase the items.
I do not want to take this any farther than it needs. Please do something to resolve this issue. I am an extremely dissatisfied customer to say the least at his point.
Tyler Diggett
***-***-****
From: RockAuto Customer Service
Sent: Friday, June 15, 2018 8:46 AM
To: Tyler Digget
Subject: Re: [Ticket#103883181] Your Most Recent RockAuto Orders
Dear Mr. Digget,
I apologize for any confusion or frustration. As my colleague has already explained, we are unable to retroactively apply a discount code to an order that has already shipped.
Thank you,
Hannah
RockAuto Customer Service
RockAuto HELP
http://www.rockauto.com
Tyler Digget wrote:
This is unacceptable. This is one of the largest orders i have placed with rockauto.com. My coupon code is 8476119776215305. I copied and pasted it into the link "How did you hear about us" just as you are supposed to. I do not know how that other number got in there or what is it.
I tried to contact rock auto several times prior to the order shipping to resolve this (As my multiple emails will show) With no response. I tried to call rock auto to resolve this but there is no over the phone customer service offered.
I have been dealing with rock auto for years. I specifically left all of these parts for one larger order so i could apply the discount. And that did not happen. I need this resolved immediately. Please apply a credit for the amount of the discount toward my order with the aforementioned coupon code.
Please feel free to contact me at any time.
Tyler Diggett
***-***-****
From: RockAuto Customer Service
Sent: Thursday, June 14, 2018 6:18 PM
To: Tyler Digget
Subject: Re: [Ticket#103883181] Your Most Recent RockAuto Orders
Dear Mr Digget,
Your discount did not apply to the order because you had entered 1520225 instead of 8476119776215305 in the "How Did You Hear About Us?" box.
We cannot apply your discount code because your order has already shipped. In the future, please enter the correct discount code into the box labeled "How Did You Hear About Us?". This box can be found on both the shopping cart or final checkout pages. ""
"I've bought a lot of parts from RockAuto in the past. I'd add several items to my shopping cart, and it would show the parts are being shipped from RockAuto Warehouse A, B and C. RockAuto charges shipping for each warehouse your parts are shipped from. I always thought it was strange when it showed my order was being shipped from RockAuto Warehouse A, B and C and would be delivered in the same box! Why did I pay shipping charges for 3 different warehouses, when all the parts were shipped in the same box?
RockAuto has made a few changes to their website, since I placed my last order. My truck needs brakes, so I added 8 different brake part numbers to my shopping cart. I looked at my shopping cart, and it showed my parts were being shipped from RockAuto Warehouse A, B, C, D, E, F and G. That's crazy, 8 different part numbers being shipped out of 7 different RockAuto Warehouses! Needless to say the shipping charges were unrealistic, so I removed all the parts from my shopping cart except 2 brake rotors that were the same part number. Before I removed the parts from my shopping cart, it showed the 2 brake rotors would be shipped from RockAuto Warehouse A. After I removed the items from my shopping cart, it showed the 2 brake rotors would be shipped from RockAuto Warehouse A and B. If you order 2 of the same item, why wouldn't both items be shipped from the same warehouse? RockAuto might have lower prices, but they are making money on shipping! I emailed RockAuto wanting to know why the same part number would be shipped from 2 warehouses, and never received a response! Beware of the RockAuto multiple warehouse shipping scam! I ordered my brake parts from a different company, and they were more than happy to price match RockAuto! Keep this in mind, next time you need Auto Parts!"