"These guys rip you off and there is no way to get in contact with a live customer service representative. I ordered a flex disc along with a center support bearing with 2 day shipping. Both of the parts were wrong so I shipped them back for an exchange. Once again I still received the wrong part from these guys so I just asked for a refund. Everything I sent back was never opened in the original box. I got a whopping $5 refund from these guys after a $50 order. I had to go elsewhere to get my part. Moral of the story is don't do business with these guys very shady."
"Ordered a gift card for a friend. 1st time it did not arrive (they said they shipped) so they sent another one. Now the code does not work, no one at Rock Auto cares to help and I am out $50. This was the first and last time they get my money. Hard to believe that they are a consumer goods company that does not have a customer service department - bad business model (for the consumer)! Stick to NAPA/Advance/Autozone/Etc. THERE IS NO SUBSTITUTE FOR GOOD CUSTOMER SERVICE"
"Ordered a part for my car that even stated in the description it was for my car. I received the part but guess what, it did not fit. So now RA is telling me I ordered the wrong part and i have to pay for shipping to send it back to them. "
"I received my order and they have sent wrong parts. I called them and the representative who answered the phone told me to go online. I told him I am online but I do not see any place for me to submit my actual problem. he told me go online again. I told him again that I am online right now and he said he can not help me and hung-up the phone. Unbelievable. I will never buy anything from this company again. I purchase stuff from Ebay all the time and it's sad to say but I get better customer service from China based companies than this company! I am not sure what to do now with the parts I have!"
"i have been dealing with them for 5 years ,and never had a problem,Fast delivery,good prices and good parts,i will keep on buying from them"
"Horrible customer service, placed an order beginning of January, come to find out the package was never sent to the delivery company. Then they made me wait until January 24th just to put in a request to review my order just to have them say I have to wait until January 24th to put in a request when it could have been handled much sooner if an actually person was available to talk to. When I called the receptionest, Zackary was no help at all, couldn't even bother to forward me to the person who had called me about my order, claiming there was no customer service dept when I clearly just had someone call me. I will never order parts from this company again, not only did they make my 1st experience an horrible one, they couldn't even bother emailing me back to let me know if they would reimburse me for shipping since I waiting 2 weeks after the original delivery date. I do not recommend buying anything from this company. "
"Ordered a part that manufacturer made 2 styles of, how am I supposed to know that? Rockauto did, but did not make it clear. When I had the access panel for the part all torn apart and opened the rockauto box, they did not match. So for that mistake I had to shut it all up again, PAY FOR RETURN SHIPPING and send it back. If I was an expert mechanic, I guess I should have known. Since I'm not, I ordered the part they listed for my car. Customer Service (if you can call it that) stood firm, I should have known more about my car, they said. They have lost me for life. "
"I needed a power steering pump and a case of Honda pump fluid. Pump came, fluid didn’t. There is no way to contact them. All I could do is check the box saying I didn’t get it. Now it requires me to wait a week while they investigate. At this point I want to cancel the order but I can’t! They don’t even have an email or an on-line chat box. I don’t need this hassle just to save a few bucks!"
"I don't understand the 1 star comments, I have been using RockAuto for over ten years and have spent thousands of dollars at this Company.They are the best I have ever used and I have used over 20 to 30 different online stores. Returns, I only had one, because I do my research and get the right part. Returns are very simple and costumer service is top notch.I don't write reviews but after reading all the negative comments regarding shipping and returns, I wrote one."
"Several years purchasing parts from them. Always the right part and received in 2-3 days. Needed a fuel pump, ordered it on 1-17 and it was "shipped" that night. Next morning checked the USPS tracking number and it only showed label printed, not picked up. Went to Rockauto's site and checked the order, it showed expected delivery date of 1-23, after I paid for it. Sent an email requesting to cancel the order so I could purchase locally, hard have your transportation sit for a week waiting for a part. Daniel RockAuto Customer Service, replied that I had to file a return request form, after filing out the website form I got an immediate notification that I had to wait for it to arrive. I then replied to the email that the package was not shipped and I wanted to cancel the order. Cody RockAuto Customer Service replied that "USPS is not very good at updating their tracking numbers online. But this package did ship and we are not able to cancel it."
No package arrives on the 23rd, It's delivered on the 24th and I email RockAuto Customer Service advising them that the package was shipped 2 day Priority Mail yesterday and arrived today. I'm told "Priority Mail is a standard shipping service through the United States Postal Service that can take anywhere from 1-6 business days (Monday-Friday) for delivery."
Since it was shipped from New York City and I'm in southern New Jersey the package could have been walked here in less that a week.
As I told them, this was my last order with you. "
"Called to "SET-UP A RETURN" of another defective Wiper Blade MOTOR I received from RockAuto - this is the 4th Defective Part I've received from this company. Their "receptionist" barked at me just saying there isn't a Customer Service Dept., get return instructions from our web-site. I said, there isn't an OPTION to "Set-Up a Return" and asked for return address for the only location on original order which states, " Return Warehouse 1 (Miami, FL)" and he didn't know that address, wouldn't let me talk to anyone & hung-up on me - NEVER AGAIN will I ever do business with ROCK AUTO, PATHETIC business and horrible experience - this is theft on a new SCALE - take your money and not provide a ethical way to return products for money back or even an "IN STORE CREDIT"
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"parts came broken no one cared to resend or review order "
"We ordered parts on 1/18/18 (Thursday)to be delivered by 1/19/18 (Friday). Paid a premium of $ 350.00 for the express service. Got an email confirming delivery. On 1/19/18 parts were not received and tracking info had been changed to delivery on 1/22/18. After several calls to FedEx on Saturday morning found an individual that located the parts two hours away in a shipping depot. They were scheduled to be delivered on 1/22/18. We sent someone on a two hour trip to pick them up from shipping depot. Only 2 of 4 parts were there. Filed complaint with RockAuto they said they would not refund shipping charges, in fact they were going to charge us for 2-day shipping and refund us only $ 92.00 of our original $ 350.00 overnight shipping charges because they say the parts were "Delivered". They were not delivered we had to pay an employee overtime rates to drive two hours to facility to pick them up. Even then only 2 of the 4 parts were there.
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"Ordered parts and had issues with them, called them and their customer support is horrible. I will never order from them again! Tech garage is a good show but rock auto supporting them is terrible."
"I don't my order did not fit and the only way to get it off was to cut it off And their on line many would not let me return it, and they don't have a customer service department"