RockAuto

I spoke to a lady representing Rock Auto to order a remanufactured Cluster Instrument Panel for my 2003 Chevy Trailblazer LS. Gave this lady the mileage needed to be programmed in to be 166870.

When I relieved the Panel it did not come in their standard Rock Auto box. Instead it came in a taped up old Amazon box with a label who's name Spencer Whitney from Lincoln Nebraska was on it. Attempted to contact Rock Auto to find out why I was receiving from this person and not Rock Auto. Turns out there is no person to person Customer Service number.

Buyers are left to figure out their solutions by going to their website. I un-installed my old Panel and installed new remanufactured Panel from Mr. Stewart. Turned on ignition and milage was programmed for 66870.

100,000 off.
Panel came with no receipt or contact information from merchant in case of any issues.
Tried the 2 numbers I found that were supposed to be to speak to someone to only get a recording telling me there is no Customer Service number and to go to their website and look under the green help box. I went there to try and set up a return label but Rock Auto conviently has no record of the purchase. I have the emails sent to me stating item has been shipped and also when delivered from USPS.
The email has the order history and summary including a order number but when entered into their return information box it says no record of purchase. I even went to a website called Squareup.com/receipts to find a receipt to print.

This website is used by outside merchants through Rock Auto to use my card information to purchase the item I ordered. Gave exact amount of purchase, card information and no order found again.

Called my card company and went through a very heated dispute against the panel since I have no way of returning it without a return label which also was not provided nor any Customer Service number to call to arrange a refund or new item sent with a return label to return bad Panel for correct mileage on new panel.
I also emailed hr@***.com and explained what happened and stated if this matter is not resolved I will be filing a formal complaint to the BBB. Are you able to give me some direction on how to resolve this?

i could give a zero rating I would. I had a mechanic order my parts for me on there and I paid for him $382 worth.

He ended up getting sick and wasn't able to put the parts on my car and I had another neighbor put on just the front brakes out of that which cost $38.

I returned the rest of the parts and my first refund was for 39 cents and I've only gotten less than $100 back of all that that I returned and you can't reach anybody you can't call anybody they're rude to you by email you can't figure out how to return their parts to them it's so confusing then they also said that I contacted him saying I was missing parts and that they refunded me but still sent out the parts that was missing well neither one of those happened not one of those things happened first of all I didn't order the parts even know what would have been missing second of all I've never gotten a refund from them except for the *** crumbs I gave me back for what I did pay for and I've never received any more parts than what I ordered on my original order I've contacted better Business Business bureau in filed a complaint and anywhere I can think to file against the my daughter is waiting for a heart and double lung transplant I really don't have the money to waste giving it to them and the way it seems the owner is a crook it seems. FedEx was no help and you couldn't call anybody to get help with the return but they were all returned and I got $100 or less back disgusting

I am still in need of the right-side brake hose for the caliper, which I can't find because I don't know how to without a part number. As you can see from the VIN number I've sent in one of the emails, I can't locate it due to the email rather than the VIN number, because it only has 11 digits.

But, as I asked before, if you could please help me, it would be nice and I would appreciate it. The driver side is what I ordered from you; now I need the passenger side. They're both made exactly the same, but are shaped differently from each other. They're both designed to fit their own side: one is made to fit the left and one is made to fit the right.

Though they look alike, they're just bent differently.

If you can find the part for me, I can pay for it. Thank you.

I ordered a radiator and it finally came, albeit 3 days late. I dropped the car at the garage for installation.

The mechanic opened the box right in front of me and the radiator was crushed on each end. I have photos as proof. There were no packing materials around the aluminum and plastic radiator. My car is now on the lift and I am unable to speak to anyone to rectify this issue.

The radiator that was sent to me is of no use and unrepairable.

They want me to repack the item, and mail it back to them at my expense. Then they will send a replacement. No, that's not how this works.

They need to send me a non-damaged part, and I will gladly ship back the crushed radiator. *** I will even pay for the return shipping.

I have ordered many times from Rock Auto in the past. I have never returned anything.

I had ordered over $1100 in parts. The parts arrived in 10 shipping boxes containing about 40 manufacturer original boxes. These boxes were packed together with very heavy other boxes. Thus, many items in the original manufacturer's box were crushed and very badly damaged.

One box contained very small washers. The box was crushed, had opened, and 10 pieces are missing. Thus, I can't return or claim a loss because the box was crushed, and I have no items to return. They are lost.

The next original box that was damaged, the part may have been damaged. I can't return it because their policy states returns must be in the original 'undamaged' box. So I can't get refunds because the original 2 boxes are damaged. Also, the risk I face is if I proceed with returns and pay the freight for the return trip, and Rock Auto rejects the returns, I lose more money.

The freight back is likely more than the value of the goods. The rest of the damaged boxes, the parts are fine. I thought I would save money by placing a very large order of both heavy items like quick struts or heavy liquid containers and very light boxes. Bad idea on my part.

Order light stuff separately. Also, the return procedure is very complicated. You must keep track of which items were packed together in which shipping box, for the refund to happen. I didn't do that.

So, likely my refund will be rejected. On a $1000 purchase of parts, I had paid over $200 Canadian for shipping. And now I have to pay shipping for returns.

That sucks. Next time I will order locally and in Canada.

The part arrived damaged. When trying to contact customer support, I learned that you cannot speak to a representative directly.

Everything is done through the website, with no way to speak to a customer service representative. I spent an extra $51.00 for express shipping, which was a waste of money because now I'm waiting for them to send the replacement part (if they approve the replacement to be sent), which will come with basic ground delivery. So, there's a week or more wait for the new part to arrive, with no way to get my shipping fee returned. I will never use this company again.

I am very disappointed with the product and their customer service. I would not recommend it.

I ordered front left and front right callipers for my 1978 Porsche SC.

What I received instead is two front left side calipers.

When I started the return process it is asking me to pay for the return label.

The only thing that I want to is to exchange the left calliper for the right side calliper.

They want me to send the part back and then reorder the same part # again.

Thats mean that I have to pay for the return shipping and when I order the same part to pay again for shipping and the price might be higher.

There is not an option to do the exchange.

I tried to phone 608 661 ****, and of course there is nobody to answer the phone.

Left a voicemail for them to phone me back.

There is not a way to contact them thru. Email.

I am totally frustrated with Rockauto.

They should have a way that the customer can talk to them.

My package did not have the correct address and was delivered to the wrong address by the carrier. Because there is no one to contact at RockAuto, my issue is not resolved and I'm out $188.53 due to this error.

The carrier driver delivered the package even though the address was incorrect, which is an unacceptable practice. I advise others about using this online service provider, as there is no contact number besides the online service to inform them of any issue. In my case, after a week, nothing has been resolved and no refund has been issued. Always do business with a company that you can physically contact and hold accountable for any errors or problems with shipping or parts concerns.

I have learned this the hard way. Although this is the first time in years of using Rock Auto that I have had this experience, the cost and inconvenience associated with this should not be overlooked.

Someone needs to be held accountable for these types of issues and unfortunately, in this case, that someone is me. I will avoid using this vendor and carrier in the future.

I just received the package today and opened to inspect the parts and one temperature sensor not brand new like the picture shows, and claim it to return, and not my fault because I received direct from Rockauto,why do I have to paid for return shipping labels, it is not right. And I have to paid the cost of the shipping label from the last old order, it is damaged and defective CV AXLE Too, if you are the customers buy the parts and Defective and broken not working and you have to paid for shipping cost.

How do you think? Rockauto stand behind take a Responsibility all part and shipping department make a fault.