"Tried to place an order of 10/23/17, we never received an email with the order status, or that they were shipped, ect.....tried to call, and they have NO ONE to call, they say everything has to be done by email...I was finally told by email that the order couldn't be placed with my credit card, but they couldn't tell me what the issue was, just to replace the order online. I again place the order inputting all of my credit card info, and submitting on 11/20, I received a confirmation email, but again nothing after that, I email them AGAIN and they say they can't take credit cards for orders, just cash at the bank? or check...Sounds like a total scam if you ask me."
"Last year ordered parts
for truck no email telling me order. Went thru, ordered again got two orders happen twice.Waiting again for parts won't order again. might get double order.It was a good company to deal with fast shipping not anymore good buy rock auto!"
"No customer service? They send me the wrong parts and I have to pay to send them back? I have used rockauto for 10yrs and didnt really appreciate getting the correct parts until recently when they screwed up my last 2 orders and then charge me to take the parts back. Theyve become too big Ill find a new place to get my parts online"
"Paid an extra $60 for next day shipping and received package 3 days later and you have to pay for the return label to send it back even though they screwed up my shipping. Website **** and no customer service. Seems like a scam if you ask me!!! NEVER BUYING ANYTHING EVER AGAIN!!! "
" I sent them my power steering pump ($65 shipping &insur) to be rebuilt they charged my debit card $488.88. Sent my pump back with a note “CANNOT BE REBUILT” and have kept my $488.88 Have sent them several emails with no reply. It has been over three months and they do not take phone calls."
"Received a Walker Y-Pipe with cats for the Sierra. The welds look to be done by a kid. One of the collector bolts was missing since they did not tape up the ends for shipment. They asked if I wanted to return them as defective but the cost is on me. So, I said no thanks. I paid to have them installed and was told they did not bolt up tight.
The collector end where the bolt was missing is 1/4 deeper than stock so when you tighten the bolts to the flange the pipe is loose and besides the exhaust leak, started to vibrate as the bolts loosened up. Looks like I am stuck with this junk from RockAuto.
I know they distribute some quality products, this is just not one of them. "
"I bought several parts 4 my 2001 Dodge DESEIL, all of the parts were put into 1 box, the starter (25lbs) was sitting on a flex line and kinked it, the main box was retaped so I figured something was up, 1 part came out of its box and was missing, just an empty box, 1 of the cooler lines were for a gasoline model. Tried to call and talk to someone several times and no answer. They force u to use the website to resolve everything. I got my missing part and kinked part 2 weeks later. They made me pay for the return shipping 18 bucks for the wrong cooler line that they screwed up. They are never wrong. I will never use them again. At least I can take my part back to Autozone, actually talk to a person, and 99 % of the time they will take it back even if I was wrong."
"Local name part store wanted $45 for a distribitor cap. I got the cap,rotor,8 plugs an a set of plug wires for $45+ $8 shipping. Everything came packaged good an was correct parts. Recieving a CV axle today an installing on Tue so hope all will still be good,I will review again on how it all goes but so far been very happy"
"They took the customer service agents off the phone lines a month ago, and now the only way one can communicate with them is by email. I'm having a problem placing an order and needed help. So I called the 608# and got a 'receptionist' that acted like a robot and hung up on me when I tried to explain the problem I was having and that the Help section of the website didn't help.
Screw rockauto! I'll take my business elsewhere!"
"The description on their site said the part was for the RIGHT/Passenger side, but when I received the part is was labeled with a “L” and was clearly for the LEFT side. I had already replaced the LEFT so I knew it was the wrong part. Through numerous emails they demand they were correct and said they were going to stop responding to my emails. GREAT CUSTOMER SERVICE. THE CUSTOMER IS NEVER RIGHT. They never checked the actual part and just kept saying their catalog is correct. No customer service at all. Good luck if you use their site. I ended up paying shipping 3 times @ $6 = $18 total, for a part that cost $30 bucks: Initial shipping, return shipping & new part shipping."
"I purchased a part from them that required a $150 core charge. I received that part and delivered it to my mechanic. The core was returned to me. It was not until I went to arrange a core charge refund that the return policy was presented to me. It stated that the core must be returned in its original box. Without it there would be no refund.
I contacted customer service (no human interaction available, only email) to explain to them that the box was damaged and disposed of by the mechanic. After several emails they put the fault on the manufacturer (Cardone) and that they would not accept the core without the box. I contacted Cardone, they have no such policy and they would accept the core from Rockauto without the original box.
After contacting RockAuto again to relay this information I was told that I was not going to get my core charge back and that all further emails would be ignored.
I stated to RockAuto that their core policy is NOT clearly stated until it is time to return it. And that the requirement to retain the original box should be clearly printed on the packing list in the box (where the core return "accept by date" is printed) of on the original box. This clearly seems to be a way to keep my money, $150 and not a requirement of the manufacturer. I will never do business with them and do not suggest anyone else do business with a company that is so unwilling to make an exception in a situation as this."
"I bought brakes and rotors for my Infiniti and they shipped me the wrong rotor for the back left tire. The only option they give me is to send back the part and I pay for shipping LOL.
Joke of a company stay away"
"Ordered parts for truck, said 5 days til delivery, delivery day came and went, shipper website says delivery date pending, tried to contact Rock Auto, found absolutely no telephone customer service available, did Rock Auto web automated thingy, told to wait additional 10 days for shipper to "locate" package. Truck on jack stands, parts removed, waited total of 13 days from shipping date, no parts, drove to Advance Auto and bought parts, used Rock Auto web automated thingy to try and cancel parts, was told that shippers website still says in transit, but still no delivery date or location, was told I had to wait the full 10 days for shipper to "locate" the package. I emailed them I no longer needed the parts, had to get my vehicle back on road and had purchased the parts locally. Checked shipper website , tracking updated to Delivery exception, cannot deliver package, package damaged. Received call from Shipper who notified me that the truck with my package was involved in accident and package was damaged. Received e-mail from Rock Auto telling me same, and refund would be issued within 3 business days. I hope the truck driver and anyone else involved are ok.
Although Rock Auto had no responsibility for the package damage, this incident made me more aware of a few things.
1) Rock Auto's prices are low, however I have had quality issues in the past, and was unable to return those items under warranty because warranty term was short.
2) If I need something in a hurry, My local Advance Auto is right around the corner, and they have knowledgeable and friendly people who work there, and their prices are competitive. If I have any issues with a purchase I can drive there, and they usually solve that issue quickly, or can send me to another close-by store if they cant. My package from Rock Auto shipped from California, I am in Virginia, Rock Auto is in Wisconsin.......
It all of a sudden makes sense to go back to buying my parts from a local neighborhood store, because I sure would miss them if they were gone.
"
"I ordered brake calipers for my car and the ones i received were the wrong parts and didn't fit. Don't try to call them because that is impossible. I searched everywhere and there is no contact number. I sent three emails telling them that they sent a part that won't fit even though their site claims it will. I never received any response to my emails. I now have to pay for the return shipping for parts they sold me that don't even fit my car. I will never buy another part from them and will warn everyone i can ahainst buying from them."
"My first order was for a muffler, which was broken inside and rattled horribly. They wanted me to spend the $75 to return it. Then I ordered an e-brake cable and it came sliced open. I won’t be ordering from them again. "