"Ordered a computer for a very late model suzuki side kick and received it faster than we were told. Fixed the problem. Mailed back the core and was promptly refunded out money. Great place to order parts that are hard to get. Very satisfied customers."
"Ordered a part that was substandard. Rockauto said it was too expensive for them to pay for return so they did nothing. I have paid for a part I cannot use and am forced to keep it. Bought over $3,000 in parts."
"I bought a $200 Deka Intimidator battery from Rock Auto Parts, and the battery arrived sulfated and at only half charge, the battery was at 6.5V and it should have been 12+ volts and not sulfated. To top it off, to find out that the battery was dead, I paid another $170 to get a tester to find out they sent me a dead battery. They wanted me to pay shipping to send it back and that was totally unacceptable to me, so I went through Deka and I am in the process of getting another battery paid for by Deka, that they will be purchasing through Oreille's Auto Parts. Long story short, this was my first and last purchase from RockAutoParts, avoid them like the plague.
-No customer service
-Unfair corporate policies
-They do not answer their phone
-DOA parts
-Terrible reputation from others too"
"The worst thing is to have a problem and have no one to talk to or the ability to get answers immediately. You can only correspond through email.
It started by purchasing the wrong parts. The website part sold a Control Arm Kit with all the parts needed to restore a total front end on a 1999 Tahoe for $518.00. The shipment came in three boxes. I requested authorization to return the part and they gave me on return label of something that came in three boxes.
They take 2 to 3 business days to credit you account or give you store credit. The day I talked to them about the store credit they said my return had no reached the warehouse yet. It arrived at the warehouse at 9:40 am the same day. Because the only do credits Mon - Fri and not on Sat, they forced me to wait an extra two days to get the coupon just to get the parts I needed. With them doing that, it cost another week of my vehicle sating on a lift.
This will be the last time I purchase anything from RockAuto. They are not really the cheapest part dealer when you include the shipping. I've found that I can get the same part for maybe two or three dollars more and have someone I can talk to if I have problems. Of all the online services, this has been the worst I have ever been treated.
I will do everything in my power to spread this commit so others can see the true side of Rock Auto so people is not taken for the add being played on television. I know they will remove this commit.
Don "
"Purchased shocks for my son, missing all hardware red shocks re-packaged in yellow shock boxes. Since he was down in Florida, I fixed the problem through the vendor. My brother purchased all new struts, sent incorrect ones, also in a Florida. Just received brake pads, re-wrapped, no way to identify, missing hardware, website wants to charge me for shipping and re-shipping, ridiculously poor service. "
"Most recently, an item was delayed. I contacted Customer Service via email (there is no telephone customer service) and was simply told to "wait it out". When the wait was over, they again told me to "wait it out" for another week and closed my Service Ticket. Another time, they sent me brake pads that were not manufactured to OEM. The best they would do was to send me replacements...not a refund. Again, there was no one to argue the point with. Yeah, they do have the cheapest prices but if you aren't happy with something you are all alone."
"Just bought a door lock assembly for my Lexus. Purchased it on a Sunday and it arrived Wednesday morning. It was an exact match to the Lexus part (Aisin). I installed it and works perfectly. Even with tax and shipping, RockAuto had the best price. Very happy with my experience."
"I ordered parts for my car and you shbipped some of the parts wrong, and now I have to pay for your INCOMPETENCE. YOU GUYS ****.
I WILL NEVER USE YOU AGAIN, AND WILL TELL EVERYBODY I KNOW HOW HORRIBLE YOUR COMPANY IS."
"Ordered a part from them they put the wrong address on the package. Would not help me change it to my actual address. Told me I had to wait for it to be returned and I would get my money back minus the shipping. I was in desperate need of the part now iv been told I have to wait a week to a week and a half to get my money back just to reorder the part. After this experience I will never use them again. Absolutely horrible customer service. "
"spent more than $600 in one month on parts, was treated like crap by this company - NOT RECOMMENDED"
"I ordered a number of items from these guys the night before and realized that some of the items I ordered were not needed. The next morning I attempted to get a hold of someone, which apparently you can't do over the phone anymore, and was only able to send an email for their "customer service". After attempting to cancel the order via email the customer service representatives were completely unhelpful and only gave me the read off the screen answer. They didn't even attempt to pick up a phone and see what the true status of my order was. They told me that the order and already been shipped and I was unable to cancel the order, which was a complete lie. After going back and forth with them I quickly realized they had no intentions of providing actual customer service, so I called both the credit card company and FedEx to cancel my order myself. Which was much easier than dealing with the incompetency of Rock Auto representatives. Myself and my family have ordered parts from Rock Auto for many years and have become extremely dissatisfied with this recent experience. The quality of the service provided has hit Rock Auto bottom. With that there is nothing else to credit this company with anymore seeing as NONE OF THE PARTS THEY SELL ACTUALLY COME FROM THEM. They are a middle man that does nothing except bridge the gap between a buyer and a seller. For being a family owned company they were SIGNIFICANTLY worse to deal with than both FedEx and American Express. Rock Auto has become a joke"
"I ordered 3 things and 2 have been sent but the one from Phx will take 10 days compared to the other getting here in 5 days but the third thing I ordered haven't sent yet and I cant even contact them to find out if it will ever even be sent and I needed all these things in 6 days and I'm still waiting to see if number 3 will ever even be sent to me "
"According to their own website
According to their own website, they sold me the wrong part, but, all their customer service is automated, essentially no customer service, so their website says since I bought the wrong parts, they won't take them back! What a joke."
"I needed a front hub assembly for my 2008 Cadillac SRX AWD. I needed this part in time to make a trip the day after it was scheduled to arrive. It arrived on schedule and I was preparing to install it when I noticed it was a RWD front hub. I thought no biggie I will call them and surely they would do the right thing and ship me the part I ordered overnight and I would delay my trip by a day. That is not what happened as they do not have a customer service phone number. I called the corporate office and was told no one was available "click". So here is how I was left....I am having to pay to ship the replacement part (ten dollars and change) that will not arrive until a week after my scheduled trip. I have shopped here for years and have had great product and service but cannot believe the only way they solve complaints by ignoring your issue. I would appreciate someone associated with rockauto contacting me to do the right thing"
"In the past I had no problems with receiving the order but this last order the order has not come and no date on delivery when you order a part and you need a part you need in time line so you have some idea when you're going to get the part and fix the car. When they give an estimated delivery time you expect somewhere that delivery date should be close to that time if that's not the case I cannot be using RockAuto services and I wouldn't suggest anybody to do that if you need a part and you need it soon you know when that they tell you the estimated time should be a certain time you are willing to wait that long we are paying delivery charges and we don't get the item on time it's not fair I'm not going to be using RockAuto anymore there's other auto parrs out there"