On 12/31/2023 I ordered rear rotors for my 2020 Nissan Altima. I was sent the wrong parts by Rock Auto and have yet to receive a refund. I have sent them emails and they have advised me that one of the rotors were not sent back in the original packaging which is a complete lie! I took the unopened box to Brakes for Less to have them installed and was advised immediately that the wrong parts were sent. We immedately returned the rotors and followed Rock Auto's return policy. I paid shipping for wrong parts to be sent to me as well as paid for the shipping of the return of the wrong parts. The company does not have a working phone number to call and speak with a LIVE person. It makes sense why. Please help
Sent wrong part that couldn't be determined without opening the package then website wouldn't accept return because package was opened. Couldn't find a way on the website to speak with human.
This is in regards to an order in which I purchased four new brake calipers, along with a master cylinder from RockAuto on 5/14/2022 for a total of $421.47. The order required me to return the four existing calipers on my vehicle as a core fee. The core fee for the front calipers was $16.00 each and the core fee for the rear calipers was $27.00 each. Once they are received, I would receive reimbursement for the core fee. Originally, I had an issue with the left front caliper and it was mis-boxed and contained the wrong part. I also had an issue with the right rear caliper. Since I noticed no issues with the front right and rear left calipers, I decided to go ahead and ship them to RockAuto for the core return. Since I had to return the mis-boxed front left caliper, RockAuto's website offered me to ship all three together. I selected this option and printed the shipping label they provided along with a shipping list, which showed all three parts on the list. I placed this in the box as required by RockAuto.
A few days later, I noticed I received a core refund for the right front caliper but not the left rear caliper. I checked the website and it showed it had not been shipped, as I obviously did. I contacted them several times and each time, they insist that I did not properly select the check boxes to include that caliper. If this is the case, why did the shipping list that printed with the label (and placed in the box) show the left rear caliper on it, along with the other two items? They also fail to acknowledge that the personnel in their warehouse failed to bring up that there was a third caliper in the package. I totally do not understand this.
The bottom line is that they have in their warehouse one of my calipers that I was not reimbursed the core fee for. The core return is in their warehouse somewhere. I have spent thousands with this company just in the past two years. This is the first time I have had to deal with their customer service. The experience was horrible, especially since they only send you brief e-mails and you cannot speak to someone on the phone. The message I took from them is that they have no interest in helping me out and they totally rely on their internet system to do everything. They also do not acknowledge problems that go on with their warehouse personnel. If something goes wrong with that…too bad. If this isn’t taken care of soon, I will never do business with them again, as I cannot trust them to make things right if things go wrong, especially when it is of no fault of mine.
After reading reviews, apparently I am not alone and others have dealt with the horrible customer service. It will eventually catch up with them, especially in this day and age.
I had purchased a part but Hurricane Ida caused me to wait to do repair and now I went to fix the car because my other was damaged by the storm and the part doesn't match the plug on the altenator so I am stuck with a wrong part no car and a company refusing to fix their mistake because I was outside of a company policy. I will never buy from them again...this is not my mistake and they need to own up to that rather than sticking good customers with the wrong parts.
Ordered 3 parts on Saturday, August 21 and paid for expedited shipping to be delivered by Wed. August 25 Currently it is Saturday August, 28 3:30 PM One part has been delivered.
Order #184503596
Saturday, August 28, 2021 1:06 PM Elkhart, IN
Delivered Left at front door. Signature Service not requested.
My huband ordered a repalcement drive shaft & rear strutts for my 2007 Toyota Highlander 4 weeks ago. We paid $300 for shipping. The rear strutts were front ones. Our mechanic attepmted to install the drive shaft. He said it was "poorly machined".
We contacted RockAuto through their website, no chat option, no 800 number. We followed the instructions to submit a photo, description of the problem, etc and have been playing email tag since then.
Today they sent us an email saying our order number had been canceled? According to RockAuto.com our "return request" will be accepted until Sept.3.
Ordered a electric rack and pinion for my Ford truck and a mechanic put it in and did everything correctly installing it. Then in less than a week that mechanic has reset the steering several times and I have had the front alignment. The mechanic that installed it and the ford dealership both stated that the rack is know good. Have them warranty it out well the only way I could warranty it was pay for another and send the bad one back for a refund. Well I paid another 900 dollars for another rack and when I send the bad one back I will get my refund for the second one I paid for.
I got the replacement that I paid for again but it was damaged in shipping where the outer tie rods where sticking out of the box. The boxed was totally crushed and the outer tie rods were bent past their threshold. The mechanic said to send back and get another one plus let them know that this rack doesn't have new tie rod ends like they state in the add and the first one did. Now that I have to send back they want me to pay 23 dollars for a label to send back for another one. Have sent messages one right after the next but with no help just need to pay it. By the time and money spent I could have just gone to ford and been done with it.
Ordered front parking brake cable for my 1997 Chevy Camaro z28. My original cable got rusted and fell apart. There were only two options available on Rockauto, both with the same length. I assumed the cables were identical, but differ in quality. I ordered a pro version. When the cable arrived, it looked a little different from my oem, but many aftermarket parts from Rockauto looked a little different before, so I proceed with installation. It turned out what the replacement cable is 3” longer than supposed to be. The slack is not adjustable.
I search online and all auto parts stores sell the same length for my model year. But the part didn’t fit. Fortunately I checked the earlier model years and a cable from 1995 camaro on Rockauto looks and fits my car perfectly. I contacted Rockauto asking to replace the cable. Rockauto dismissed my claim and refused any refunds since the part was installed and they have no other cable available. Even though I pointed them what they list a wrong item under my car category, but have a correct one for another model year. I was a loyal Rockauto customer since 2008. Anyway, they stop responding to my email. I called their Corporate office several time, left messages with no reply. Needless to say, I will stop shopping at this company because of the level of customer service they provide.
Hello i needed a drivers side window regulator on my 2010 Ford Expedition I been a customer with RockAuto for 2 years I recommend them to my friends but because of the Covid the 5 Mechanics i go to had the Covid 19 I had to wait for3 months and they were closed i finally get in My Mechanic Dan said to me they only send the passenders side not the drivers side he could not install it because of speaker side I had wrapped it back 2 weeks ago to their parts center in Ohio RockAuto never responded to me that they receive it so i contacted them Then this past Friday this Maxwell emailed me they cannot echange it if has been used i told him my Mecanic never put it in because you send in correct part
I told Maxwell Catherine Rodney that was their error they refused to exchange because it was 50 days overdue i told them i could them my meachincs shop was closed because of the covid. But Jeff told me to to order a new one they refuse to hear my case so all three of them are Ignorant I put the on my Face Book page telling the people not to buy from RockAuto because to dont care about the customers
I ordered some parts for a project vehicle from their online store. Their system choose the parts based on the vehicle I entered. This was a project car so not worked on everyday. When I did start installation of the parts they were the wrong parts, not for the vehicle that I ordered them for. I contacted them about the parts and was told they would not refund my money nor would they repalce the parts with the right ones ( my Choice was to get the right parts).
I was 2 days past their 30 day policy. I eplained they were the wrong parts, not for my vehicle. Was told I should have checked sooner as their policy was firm right part or not. I appealed that decission and was told the same thing. This forced me to file a complaint with the BBB and others.
I had a history with them of ordering parts for my projects several hundred $. This was my first time attempting to return something to them. I order a lot of parts from all over and on occasion returns/refunds or needed. Nobody has ever been so uncooperative. I will never order from them again which will be many thousands of dollars that will be sent elsewhare. All over about $60 worth of parts that all I wanted was the right parts to begin with.
Buyer Beware RockAuto has a unreasonible return/replace/refund policy...
I ordered from Rockauto because it was one of the few platforms that allowed to put the year, model and style of the car (coupe,etc). I bought with confidence because it even stated the engine, number of cylinders (e.g. 2012 MERCEDES-BENZ C250 1.8L L4 Turbocharged). My mechanic confirmed that my current alternator was faulty.
When the part arrived I paid my high end mechanic shop to install it. After a week of being installed, the battery emoticon came up again, the nav turned off, and the car shut off. I took it back to the mechanic and they told me that the alternator was not supplying enough current to the cars computers and therefore was not for a 2012 c250 coupe, my car.
At this point I was pretty upset because my car had been at the mechanic shop twice in 2 weeks for the same problem. I lost confidence in Rockauto and decided for my mechanic to install the right part so the job could be guaranteed. I buy a part that you say is for my car. I pay $200 for my mechanic to install it.
The part does not work for my car, and you cannot return my money after I sent it back to you? How am I supposed to return an uninstalled/untouched part. I am returning the part because it failed, and it cost me a significant amount of time and money, the mistake was made on your end for selling me a wrong part. The real mistake was trusting Rockauto.
This box was delivered completely messed up. When I went to drop it off at FedEx for return per Rockauto's instructions, FedEx required me to have them repackage the shipment or they would not accept the return because the original box was so damaged. The original box Rockauto used to ship the order in was twice the size of the part and during shipping, it was messed up as there was so much dead space. I don't think it's fair that I'm charged the return label fee in addition to the repackaging fee as their shipping department should have packaged the parts in the appropriate sized box so it didn't arrive this way. After trying to contact customer service, they blocked my email address. I tried via Facebook and they blocked me as well. All I was asking for was a refund for the repackaging.
I am one of many this happened to. IF YOU HAVE GOT SCREWED BY THEM DO THIS AS I DID AND THEY WILL STOP. 1 FILE A REPORT WITH FTC.GOV FEDERAL TRADE COMMISSION, 2 BBB OF WISCONSIN WHERE THEY ARE LOCATED AND IF YOUR REALLY PISSED WRITE A LETTER TO YOUR LOCAL CONGRESSMAN.... so yeah I paid $30 for next day overnight shipping and it didn't show up till 4 days later. Now not a big deal to some but when you have a family and only one vehicle well an essential Auto part becomes a very big deal when it's broken down. Basically what Happened was they took the money ..sent info to whatever warehouse they have .. warehouse decided to beat off that day didn't ship on day I ordered it to get it overnight instead they wait to ship it at 430pm following day. Had to wait till Monday afternoon for a radiator. So I paid $30 for nothing. They made a bunch of BS excuses but that's what happened . I will never do business with them again it is JCwhitney or anybody but them. Pieces of s* they are.
I ordered a wheel bearing & hub assembly from RockAuto.com. There were no initial signs of external damage to the part and it was installed 100% correctly. Right after it was installed I drove ithe truck 2 feet down the road (not exaggerating) and the part broke right in half causing the entire wheel to fall off of the truck and the front end came smashing into the ground with MY SON in the vehicle on the side it fell (lucky he was not injured, just terrified) which caused further damage to my truck. The impact broke the brake caliper, caliper bracket, dust guard, and CV axel and scratched the body of the truck. I have issued a refund for the broken wheel baring & hub assembly, but something is definitely going to need to be done about the collateral damage done to the truck because of the defective part I ordered from RockAuto, but they have refused to help and have only ignored my request. They deleted the two Facebook post my wife posted on their wall, ignored my wife’s tweet, replied to one email and I have not heard from them since, and have hung up on my wife during the three phone calls she placed with them. They are responsible for my broken truck. And to only make matters worse this leaves my wife and kids home without a vehicle since I now have to take my wife’s car to work or leaves me out of work until my truck is fixed. This is unacceptable.
Rockauto.com Be careful buying motor mounts here. I bought one and installed it at a DIY shop near me, which cost me about $250 and the part is such trash that now I have to go to the Chrysler dealer and have another installed. Terrible service. I emailed them and explained the damages and they wrote back, "I dont think you are grasping what we are trying to explain. No one is going to be calling you. We are not making an exception for you" Madison WI
It's possible to get some decent parts b/c I know they sell AC Delco. But beware! This company will NOT help you if something happens like if a part is poor quality.
In Jan. '18, I bought an ignition coli made by Beck-Arnely, supposedly the higher quality German made one. In March it failed causing 2 cylinders to misfire, and nearly causing me to get hit by other cars while driving home, two months later. The rock auto website states there is a 12 month warranty. I reported it to them via their online rigamarole which is very difficult to navigate. The email response stated they would get back to me in one day after they "reached a decision". There was no response and when I tried to find out their "decision" the email response I got was that "the ticket was closed" so they could not respond. This is the worst customer service I have ever received. DO NOT, DO NOT, REPEAT DO NOT BUY ANYTHING FROM ROCK AUTO. THEY ARE A RIPOFF!
HORRIBLE EXPERIENCE FROM AN OLINE SCAMMER COMPANY. DO NOT BUY ANYTHING FROM ROCK AUTO.
We ordered parts on morning of 1/18/18 (Thursday) and paid a $ 350.00 premium to have them delivered on 1/19/18 (Friday). Received a confirmation email of delivery on 1/19/18 by 8:00 PM.
On 1/19/18 parts had not arrived and tracking had been undated to delivery 1/22/18. On Saturday 1/20/18 after two hours of calls reached a person with FedEx who located two of the four packages 2 hours a way in a depot. We sent an employee for a two hour drive on overtime to retrieve two of the packages. The other two were delivered on 1/22/18.
Rock auto refuses to refund the expedited shipping costs because they say the packages were received. Even though only two of four were received, and we had to pay a second time to go get them after we paid for premium shipping.
I thought I would try Rockauto.com since it's Nearly impossible to find name brand wheel bearings at local outlets. Rockauto advertised Timken wheel bearings. I ordered them and recieved some off brand Chinese bearings. Their return process is so confusing and non-userfriendly that it made me give up and just cut my lossess. I would not recommend rockauto to anyone looking for quality parts. If I wanted crappy Chinese bearings, I would have just gone to Autozone. At least they don't advertise Timken and send you Chinese junk.
Screwed me on shipping, tried to blame FedEx. CSR is a racist, smart a** little p***k, and his manager too. Package NEVER delivered, but they waited 10 days for return inspection, which if damaged would be between them and the shipper since it was never delivered. Payment cleared but RockAuto issued stop delivery to FedEx., then charged me shipping. Had to wait an extra 5 days to get credit for return, but not shipping, Shipping instructions were :"No signature needed" DeLoach is not even a "Mexican" name, if you are going to be a racist at least be an informed one. No one of Hispanic decent of Color should give a dime to enrich these racists
I ordered a rear windshield for a 2003 Grand Vitara. I received rear windshield for a 2009. I did not take the windshield out of the box, as I could tell my looking before I even read the description sheet it was the incorrect item. I sent it back in the same box, packed the same way. Rock Auto is telling me now there is a chip in the window, obviously caused by fedex, but they say the box is not damaged so they are not going to refund my money. This is very unprofessional on their part. I explained to them they should refund my money and deal with the shipping company. I will never order and will share this experience on every social media outlet I can find. I am merely sharing my experience which has been horrible.
One of the parts I ordered was the wrong one - would not fit. they said it should have and it wasn't their fault so they were only refunding me half of the price. Very rude! Have not seen a dime of this money, and probably never will.
I ordered tire pressure monitors (cost $107) for my vehicle using the RockAuto.com online catalogue. The parts arrived and I paid $100 to have them installed. They would not work so I took the vehicle to a local Chrysler dealer for diagnosis. He said they were the wrong parts and would not work with my vehicle. I contacted RockAuto.com and they admitted their catalogue was wrong. However, they wanted me to pay another $100 to have the parts removed and ship them back before they would issue the refund. I am out $260 for doing business with this company. They are dishonest. Best to avoid them.
RockAuto, LLC. Reviews
On 12/31/2023 I ordered rear rotors for my 2020 Nissan Altima. I was sent the wrong parts by Rock Auto and have yet to receive a refund. I have sent them emails and they have advised me that one of the rotors were not sent back in the original packaging which is a complete lie! I took the unopened box to Brakes for Less to have them installed and was advised immediately that the wrong parts were sent. We immedately returned the rotors and followed Rock Auto's return policy. I paid shipping for wrong parts to be sent to me as well as paid for the shipping of the return of the wrong parts. The company does not have a working phone number to call and speak with a LIVE person. It makes sense why. Please help
Sent wrong part that couldn't be determined without opening the package then website wouldn't accept return because package was opened. Couldn't find a way on the website to speak with human.
This is in regards to an order in which I purchased four new brake calipers, along with a master cylinder from RockAuto on 5/14/2022 for a total of $421.47. The order required me to return the four existing calipers on my vehicle as a core fee. The core fee for the front calipers was $16.00 each and the core fee for the rear calipers was $27.00 each. Once they are received, I would receive reimbursement for the core fee. Originally, I had an issue with the left front caliper and it was mis-boxed and contained the wrong part. I also had an issue with the right rear caliper. Since I noticed no issues with the front right and rear left calipers, I decided to go ahead and ship them to RockAuto for the core return. Since I had to return the mis-boxed front left caliper, RockAuto's website offered me to ship all three together. I selected this option and printed the shipping label they provided along with a shipping list, which showed all three parts on the list. I placed this in the box as required by RockAuto.
A few days later, I noticed I received a core refund for the right front caliper but not the left rear caliper. I checked the website and it showed it had not been shipped, as I obviously did. I contacted them several times and each time, they insist that I did not properly select the check boxes to include that caliper. If this is the case, why did the shipping list that printed with the label (and placed in the box) show the left rear caliper on it, along with the other two items? They also fail to acknowledge that the personnel in their warehouse failed to bring up that there was a third caliper in the package. I totally do not understand this.
The bottom line is that they have in their warehouse one of my calipers that I was not reimbursed the core fee for. The core return is in their warehouse somewhere. I have spent thousands with this company just in the past two years. This is the first time I have had to deal with their customer service. The experience was horrible, especially since they only send you brief e-mails and you cannot speak to someone on the phone. The message I took from them is that they have no interest in helping me out and they totally rely on their internet system to do everything. They also do not acknowledge problems that go on with their warehouse personnel. If something goes wrong with that…too bad. If this isn’t taken care of soon, I will never do business with them again, as I cannot trust them to make things right if things go wrong, especially when it is of no fault of mine.
After reading reviews, apparently I am not alone and others have dealt with the horrible customer service. It will eventually catch up with them, especially in this day and age.
I had purchased a part but Hurricane Ida caused me to wait to do repair and now I went to fix the car because my other was damaged by the storm and the part doesn't match the plug on the altenator so I am stuck with a wrong part no car and a company refusing to fix their mistake because I was outside of a company policy. I will never buy from them again...this is not my mistake and they need to own up to that rather than sticking good customers with the wrong parts.
Ordered 3 parts on Saturday, August 21 and paid for expedited shipping to be delivered by Wed. August 25 Currently it is Saturday August, 28 3:30 PM One part has been delivered.
Order #184503596
Saturday, August 28, 2021 1:06 PM Elkhart, IN
Delivered Left at front door. Signature Service not requested.
1:06 PM
SOUTH BEND, IN
Shipment exception Weather delay
5:38 AM
SOUTH BEND, IN
On FedEx vehicle for delivery
5:32 AM
SOUTH BEND, IN
Arrived at FedEx location
5:29 AM
SOUTH BEND, IN
At local FedEx facility
Friday, August 27, 2021
7:33 PM
SOUTH BEND, IN
In transit
Thursday, August 26, 2021
7:32 PM
SOUTH BEND, IN
In transit
2:55 AM
PERRYSBURG, OH
Departed FedEx location
Wednesday, August 25, 2021
7:03 PM
PERRYSBURG, OH
Arrived at FedEx location
5:03 AM
PERRYSBURG, OH
In transit
Tuesday, August 24, 2021
9:32 AM
KEASBEY, NJ
Departed FedEx location
Monday, August 23, 2021
10:49 PM
KEASBEY, NJ
Arrived at FedEx location
7:25 PM
HOLBROOK, NY
Left FedEx origin facility
2:27 PM
HOLBROOK, NY
Arrived at FedEx location
12:57 PM
HOLBROOK, NY
Picked up
8:54 AM
Shipment information sent to FedEx
Saturday, August 28, 2021
12:54 AM
PERRYSBURG, OH
Departed FedEx location
Friday, August 27, 2021
2:13 PM
PERRYSBURG, OH
Arrived at FedEx location
10:24 AM
PERRYSBURG, OH
In transit
Thursday, August 26, 2021
9:39 PM
WALBRIDGE, OH
In transit
9:31 AM
JERSEY CITY, NJ
Left FedEx origin facility
Wednesday, August 25, 2021
10:57 PM
JERSEY CITY, NJ
Arrived at FedEx location
12:00 AM
JERSEY CITY, NJ
Picked up
Sunday, August 22, 2021
10:37 PM
Shipment information sent to FedEx
Friday, August 27, 2021
2:26 PM
SOUTH BEND, IN
In transit
Thursday, August 26, 2021
11:38 PM
CHICAGO, IL
Departed FedEx location
8:24 PM
CHICAGO, IL
Arrived at FedEx location
9:23 AM
MEMPHIS, TN
Departed FedEx location
6:54 AM
MEMPHIS, TN
Arrived at FedEx location
Wednesday, August 25, 2021
7:05 PM
MEMPHIS, TN
In transit
12:52 AM
MABELVALE, AR
Left FedEx origin facility
Tuesday, August 24, 2021
1:03 PM
MABELVALE, AR
Arrived at FedEx location
12:00 AM
MABELVALE, AR
Picked up
Monday, August 23, 2021
6:38 AM
Shipment information sent to FedEx
My huband ordered a repalcement drive shaft & rear strutts for my 2007 Toyota Highlander 4 weeks ago. We paid $300 for shipping. The rear strutts were front ones. Our mechanic attepmted to install the drive shaft. He said it was "poorly machined".
We contacted RockAuto through their website, no chat option, no 800 number. We followed the instructions to submit a photo, description of the problem, etc and have been playing email tag since then.
Today they sent us an email saying our order number had been canceled? According to RockAuto.com our "return request" will be accepted until Sept.3.
Ordered a electric rack and pinion for my Ford truck and a mechanic put it in and did everything correctly installing it. Then in less than a week that mechanic has reset the steering several times and I have had the front alignment. The mechanic that installed it and the ford dealership both stated that the rack is know good. Have them warranty it out well the only way I could warranty it was pay for another and send the bad one back for a refund. Well I paid another 900 dollars for another rack and when I send the bad one back I will get my refund for the second one I paid for.
I got the replacement that I paid for again but it was damaged in shipping where the outer tie rods where sticking out of the box. The boxed was totally crushed and the outer tie rods were bent past their threshold. The mechanic said to send back and get another one plus let them know that this rack doesn't have new tie rod ends like they state in the add and the first one did. Now that I have to send back they want me to pay 23 dollars for a label to send back for another one. Have sent messages one right after the next but with no help just need to pay it. By the time and money spent I could have just gone to ford and been done with it.
Ordered front parking brake cable for my 1997 Chevy Camaro z28. My original cable got rusted and fell apart. There were only two options available on Rockauto, both with the same length. I assumed the cables were identical, but differ in quality. I ordered a pro version. When the cable arrived, it looked a little different from my oem, but many aftermarket parts from Rockauto looked a little different before, so I proceed with installation. It turned out what the replacement cable is 3” longer than supposed to be. The slack is not adjustable.
I search online and all auto parts stores sell the same length for my model year. But the part didn’t fit. Fortunately I checked the earlier model years and a cable from 1995 camaro on Rockauto looks and fits my car perfectly. I contacted Rockauto asking to replace the cable. Rockauto dismissed my claim and refused any refunds since the part was installed and they have no other cable available. Even though I pointed them what they list a wrong item under my car category, but have a correct one for another model year. I was a loyal Rockauto customer since 2008. Anyway, they stop responding to my email. I called their Corporate office several time, left messages with no reply. Needless to say, I will stop shopping at this company because of the level of customer service they provide.
Hello i needed a drivers side window regulator on my 2010 Ford Expedition I been a customer with RockAuto for 2 years I recommend them to my friends but because of the Covid the 5 Mechanics i go to had the Covid 19 I had to wait for3 months and they were closed i finally get in My Mechanic Dan said to me they only send the passenders side not the drivers side he could not install it because of speaker side I had wrapped it back 2 weeks ago to their parts center in Ohio RockAuto never responded to me that they receive it so i contacted them Then this past Friday this Maxwell emailed me they cannot echange it if has been used i told him my Mecanic never put it in because you send in correct part
I told Maxwell Catherine Rodney that was their error they refused to exchange because it was 50 days overdue i told them i could them my meachincs shop was closed because of the covid. But Jeff told me to to order a new one they refuse to hear my case so all three of them are Ignorant I put the on my Face Book page telling the people not to buy from RockAuto because to dont care about the customers
I ordered some parts for a project vehicle from their online store. Their system choose the parts based on the vehicle I entered. This was a project car so not worked on everyday. When I did start installation of the parts they were the wrong parts, not for the vehicle that I ordered them for. I contacted them about the parts and was told they would not refund my money nor would they repalce the parts with the right ones ( my Choice was to get the right parts).
I was 2 days past their 30 day policy. I eplained they were the wrong parts, not for my vehicle. Was told I should have checked sooner as their policy was firm right part or not. I appealed that decission and was told the same thing. This forced me to file a complaint with the BBB and others.
I had a history with them of ordering parts for my projects several hundred $. This was my first time attempting to return something to them. I order a lot of parts from all over and on occasion returns/refunds or needed. Nobody has ever been so uncooperative. I will never order from them again which will be many thousands of dollars that will be sent elsewhare. All over about $60 worth of parts that all I wanted was the right parts to begin with.
Buyer Beware RockAuto has a unreasonible return/replace/refund policy...
I ordered from Rockauto because it was one of the few platforms that allowed to put the year, model and style of the car (coupe,etc). I bought with confidence because it even stated the engine, number of cylinders (e.g. 2012 MERCEDES-BENZ C250 1.8L L4 Turbocharged). My mechanic confirmed that my current alternator was faulty.
When the part arrived I paid my high end mechanic shop to install it. After a week of being installed, the battery emoticon came up again, the nav turned off, and the car shut off. I took it back to the mechanic and they told me that the alternator was not supplying enough current to the cars computers and therefore was not for a 2012 c250 coupe, my car.
At this point I was pretty upset because my car had been at the mechanic shop twice in 2 weeks for the same problem. I lost confidence in Rockauto and decided for my mechanic to install the right part so the job could be guaranteed. I buy a part that you say is for my car. I pay $200 for my mechanic to install it.
The part does not work for my car, and you cannot return my money after I sent it back to you? How am I supposed to return an uninstalled/untouched part. I am returning the part because it failed, and it cost me a significant amount of time and money, the mistake was made on your end for selling me a wrong part. The real mistake was trusting Rockauto.
This box was delivered completely messed up. When I went to drop it off at FedEx for return per Rockauto's instructions, FedEx required me to have them repackage the shipment or they would not accept the return because the original box was so damaged. The original box Rockauto used to ship the order in was twice the size of the part and during shipping, it was messed up as there was so much dead space. I don't think it's fair that I'm charged the return label fee in addition to the repackaging fee as their shipping department should have packaged the parts in the appropriate sized box so it didn't arrive this way. After trying to contact customer service, they blocked my email address. I tried via Facebook and they blocked me as well. All I was asking for was a refund for the repackaging.
I am one of many this happened to. IF YOU HAVE GOT SCREWED BY THEM DO THIS AS I DID AND THEY WILL STOP. 1 FILE A REPORT WITH FTC.GOV FEDERAL TRADE COMMISSION, 2 BBB OF WISCONSIN WHERE THEY ARE LOCATED AND IF YOUR REALLY PISSED WRITE A LETTER TO YOUR LOCAL CONGRESSMAN.... so yeah I paid $30 for next day overnight shipping and it didn't show up till 4 days later. Now not a big deal to some but when you have a family and only one vehicle well an essential Auto part becomes a very big deal when it's broken down. Basically what Happened was they took the money ..sent info to whatever warehouse they have .. warehouse decided to beat off that day didn't ship on day I ordered it to get it overnight instead they wait to ship it at 430pm following day. Had to wait till Monday afternoon for a radiator. So I paid $30 for nothing. They made a bunch of BS excuses but that's what happened . I will never do business with them again it is JCwhitney or anybody but them. Pieces of s* they are.
I ordered a wheel bearing & hub assembly from RockAuto.com. There were no initial signs of external damage to the part and it was installed 100% correctly. Right after it was installed I drove ithe truck 2 feet down the road (not exaggerating) and the part broke right in half causing the entire wheel to fall off of the truck and the front end came smashing into the ground with MY SON in the vehicle on the side it fell (lucky he was not injured, just terrified) which caused further damage to my truck. The impact broke the brake caliper, caliper bracket, dust guard, and CV axel and scratched the body of the truck. I have issued a refund for the broken wheel baring & hub assembly, but something is definitely going to need to be done about the collateral damage done to the truck because of the defective part I ordered from RockAuto, but they have refused to help and have only ignored my request. They deleted the two Facebook post my wife posted on their wall, ignored my wife’s tweet, replied to one email and I have not heard from them since, and have hung up on my wife during the three phone calls she placed with them. They are responsible for my broken truck. And to only make matters worse this leaves my wife and kids home without a vehicle since I now have to take my wife’s car to work or leaves me out of work until my truck is fixed. This is unacceptable.
Rockauto.com Be careful buying motor mounts here. I bought one and installed it at a DIY shop near me, which cost me about $250 and the part is such trash that now I have to go to the Chrysler dealer and have another installed. Terrible service. I emailed them and explained the damages and they wrote back, "I dont think you are grasping what we are trying to explain. No one is going to be calling you. We are not making an exception for you" Madison WI
It's possible to get some decent parts b/c I know they sell AC Delco. But beware! This company will NOT help you if something happens like if a part is poor quality.
In Jan. '18, I bought an ignition coli made by Beck-Arnely, supposedly the higher quality German made one. In March it failed causing 2 cylinders to misfire, and nearly causing me to get hit by other cars while driving home, two months later. The rock auto website states there is a 12 month warranty. I reported it to them via their online rigamarole which is very difficult to navigate. The email response stated they would get back to me in one day after they "reached a decision". There was no response and when I tried to find out their "decision" the email response I got was that "the ticket was closed" so they could not respond. This is the worst customer service I have ever received. DO NOT, DO NOT, REPEAT DO NOT BUY ANYTHING FROM ROCK AUTO. THEY ARE A RIPOFF!
HORRIBLE EXPERIENCE FROM AN OLINE SCAMMER COMPANY. DO NOT BUY ANYTHING FROM ROCK AUTO.
We ordered parts on morning of 1/18/18 (Thursday) and paid a $ 350.00 premium to have them delivered on 1/19/18 (Friday). Received a confirmation email of delivery on 1/19/18 by 8:00 PM.
On 1/19/18 parts had not arrived and tracking had been undated to delivery 1/22/18. On Saturday 1/20/18 after two hours of calls reached a person with FedEx who located two of the four packages 2 hours a way in a depot. We sent an employee for a two hour drive on overtime to retrieve two of the packages. The other two were delivered on 1/22/18.
Rock auto refuses to refund the expedited shipping costs because they say the packages were received. Even though only two of four were received, and we had to pay a second time to go get them after we paid for premium shipping.
I thought I would try Rockauto.com since it's Nearly impossible to find name brand wheel bearings at local outlets. Rockauto advertised Timken wheel bearings. I ordered them and recieved some off brand Chinese bearings. Their return process is so confusing and non-userfriendly that it made me give up and just cut my lossess. I would not recommend rockauto to anyone looking for quality parts. If I wanted crappy Chinese bearings, I would have just gone to Autozone. At least they don't advertise Timken and send you Chinese junk.
Screwed me on shipping, tried to blame FedEx. CSR is a racist, smart a** little p***k, and his manager too. Package NEVER delivered, but they waited 10 days for return inspection, which if damaged would be between them and the shipper since it was never delivered. Payment cleared but RockAuto issued stop delivery to FedEx., then charged me shipping. Had to wait an extra 5 days to get credit for return, but not shipping, Shipping instructions were :"No signature needed" DeLoach is not even a "Mexican" name, if you are going to be a racist at least be an informed one. No one of Hispanic decent of Color should give a dime to enrich these racists
I ordered a rear windshield for a 2003 Grand Vitara. I received rear windshield for a 2009. I did not take the windshield out of the box, as I could tell my looking before I even read the description sheet it was the incorrect item. I sent it back in the same box, packed the same way. Rock Auto is telling me now there is a chip in the window, obviously caused by fedex, but they say the box is not damaged so they are not going to refund my money. This is very unprofessional on their part. I explained to them they should refund my money and deal with the shipping company. I will never order and will share this experience on every social media outlet I can find. I am merely sharing my experience which has been horrible.
One of the parts I ordered was the wrong one - would not fit. they said it should have and it wasn't their fault so they were only refunding me half of the price. Very rude! Have not seen a dime of this money, and probably never will.
I ordered tire pressure monitors (cost $107) for my vehicle using the RockAuto.com online catalogue. The parts arrived and I paid $100 to have them installed. They would not work so I took the vehicle to a local Chrysler dealer for diagnosis. He said they were the wrong parts and would not work with my vehicle. I contacted RockAuto.com and they admitted their catalogue was wrong. However, they wanted me to pay another $100 to have the parts removed and ship them back before they would issue the refund. I am out $260 for doing business with this company. They are dishonest. Best to avoid them.