Jim D Rbm

Broken part that can't be returned due to "time"!!!

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I will start this by saying, I understand the return policy, but totally disagree with the lack of customer service this company offers!!! I'm not a mechanic, and have a full time job, along with 4 kids, so I have to find time to work on my vehicles.

Finally, I got the time to replace the part ordered, and discovered it is broken. After trying to contact someone, found out there's no one to actually talk to and once I answered their generic questions, was told the item could not be returned because it was past the 30-day return policy. This is totally ridiculous considering the situation. Now, I have to leave my truck disassembled, shop door wide open, and all my other equipment outside til a new part can be bought and shipped out again!!

There's no quick delivery options available, so now everything must stay wide open for 34 days...!!!

I hope this is a warning to anyone trying to make repairs themselves.

Inspect the items immediately and hope they are not broken and work as they should!! I will not be ordering anything else from Rockauto due to this issue, because this may not be an issue to some, but it's a huge issue to me!!!

I'm assuming with no customer service, and no chat options, this will fall on deaf ears, but hopefully it will help the next customer trying to order something from rockauto be a little prepared if they have an issue as well...

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Cons:
  • No customer service & charges for returns even if they messed up

Preferred solution: To actually speak to someone about this issue!!!

User's recommendation: Try to order from a company that has a customer service!!!

Anonymous
map-marker Charlotte, North Carolina

Need a second return label

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Just didnt know how to get two return labels. I figured it out and everything is taken care of and Iam beyond satisfied.
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User's recommendation: Shop with ROCK AUTO….

Anonymous
map-marker Bellevue, Washington

Bad delivery service

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UPS is one of the worst delivery services I've had 2 incidents ordering from your company and getting my product delivered by them 1st time my item was stolen 3min after it was delivered to my door 3nd time,today UPS CLSIMS they had delays so I don't get my package as they promised in numerous emails and texts on the day n time scheduled! And now I'm set back in my repairs. So I won't be using your company anymore
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Kevin W Pct

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Verified Reviewer

Existing order

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The order arrived on time. I just wish it was easier to contact customer service when there is a problem with your order. I made a mistake on the address for delivery and found it impossible to change.
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Loss:
$30
Pros:
  • Lower prices
Cons:
  • Customer assistance does not exist

Preferred solution: Full refund

User's recommendation: Double your pre order

Rick B Ynh

Ive been trying to get help with an order

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I bought some quick struts for my 13 inpreza and after installing them I could hear a rattle. I replaced them with a different brand and the rattle disappeared. I tried getting hold of someone for a refund to no avail... Can't call anyone to resolve this issue so in my opinion, this company ***
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Loss:
$264
Pros:
  • Cheep
Cons:
  • Poor customer service
  • Junk parts

Preferred solution: Full refund

User's recommendation: Shop elsewhere

Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Raleigh, North Carolina

ABSOLUTELY NO CUSTOMER SERVICE

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RockAuto - ABSOLUTELY NO CUSTOMER SERVICE

Wish I had read these reviews prior to my purchase. They have no customer service line period.

Ordered thousands of dollars worth of parts for an engine rebuild. Found the wrong bearings were sent with a crankshaft that was ordered and rather than being able to just get the correct bearings, they expect me to ship the entire crank back at my expense. WTF??? Reached out to the wholesaler that sold the crankshaft to RockAuto.com to try and get the correct bearings and they stated I had to go through RockAuto.com even though the mistake was on their end (1 digit on the bearing box was wrong).

I ordered the correct bearings directly from the wholesaler and am paying for them plus shipping at my expense. Fantastic.

Can't wait to go through the other 30 plus boxes to see what else I may find. Buyer Beware.

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User's recommendation: DO NOT BUY FROM THIS COMPANY

Darrell G Ddq

I want refund instead of store credit

Tried to purchase quick struts for my 2002 Jeep liberty, made purchase. Then was notified by rock auto that they made a mistake in availability of those struts. Would like cost of these refunded to my bank. Thank you.
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Preferred solution: Full refund

Anonymous
map-marker Philadelphia, Pennsylvania

Ordered a part never received it

They have no customer service number! Absolute garbage. The shipping number I received doesnt even work. They cant even find my package. 10 out of 10 do not recommend. Atleast until they get a customer service number.
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User's recommendation: Don’t order if you need something quickly.

Jeff H Xcf

Poor service

Ordered parts and the Delivery date was marked Thursday which was a reasonable time. Then, after payment the delivery date was changed to the following Tuesday. So shipping went from about 3 days which I thought was reasonable to over a week. By the time I noticed that they had changed the date I was too late. Keep in mind its been 5 days and they havent actually even shipped my parts yet. Had I known I would have just bought from a parts store. They wont get me again. Good thing I dont rely on one vehicle for transportation
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Pros:
  • Little money savings
Cons:
  • No way to contact customer support for help

Preferred solution: A discount or my parts overnighted at this point. Ffs they didn’t even leave the warehouse before the time they were supposed to be delivered.

User's recommendation: Stay away

Joshua S Ojl

No customer service number

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No customer service rep to talk to on phone. Like why have customer service if yall aint going to have it on the phone.
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Pros:
  • Fast and easy ordering
Cons:
  • No customer help

Preferred solution: Return label

Anonymous
map-marker Halifax, Nova Scotia

Order number 23663****, I only received part of the order , only brake rotors

I had ordered brake rotors and pads, I only received the rotors, until this order is straightened out I wont be recommending Rick Auto to my friends.
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User's recommendation: Until this order is straightened up I’m unable to recommend rock auto to my friends

Kevin C Irr

Cannot get refund

Part came in defective..no email sent with order number so filling out return order impossible..shows order from over a year ago but recent order info not showing. Box was beat up and part defective. Now i am stuck with a part i cannot use and no way to get a refund.
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Loss:
$79
Pros:
  • Parts available
Cons:
  • Returns and customer service unavailable

Preferred solution: Full refund

User's recommendation: Dont expect customer service

Michael L Fho

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Verified Reviewer

I'm having fitment issues.

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No complaint except the rear bung placement for the rear 02 sensor on my new exhaust system. Totally uncollected by Rock Auto. I'm happy, and always have been by Rock Auto, and will remain a customer for life.
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Preferred solution: Apology

User's recommendation: Highly recommend

Elner Igp

Did not get my parts

I didnt get my parts can I plz have my $ back are my parts resent.@ 2622 Malmquist Ave 309 redwing mn 55066
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Loss:
$56
Pros:
  • There cheep
Cons:
  • Didnt get my part

Preferred solution: Full refund

Tom F Vdd

Returned wrong rotor looking to get right rotor

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RockAuto - Returned wrong rotor looking to get right rotor
RockAuto - Returned wrong rotor looking to get right rotor - Image 2
RockAuto - Returned wrong rotor looking to get right rotor - Image 3
Sent back wrong rear rotor for 16 Durango Citadel finally had to go buy proper rotor for vehicle after sitting for a week send the right rotor . So I dont have to give a real bad review.
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Loss:
$95
Pros:
  • Price and av
Cons:
  • When you have an issue its hard to get in touch with a human
  • Getting parts that are wrong for customer then buying them elsewhere

Preferred solution: Deliver product or service ordered

User's recommendation: Not so good right now.

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