Bought a whole exhaust system for my son’s Isuzu Oasis (Honda Odyssey) in June 2009. Used the ROCKAUTO.com drop down menus and filled my shopping cart with everything I needed from the front pipe back. There were two choices for the catalytic converter and I choose the Walker 16111.
Received the shipment in a timely fashion and went ahead and installed on a Saturday afternoon. I had a little trouble when installing the catalytic converter, I had to loosen the spring bolts connecting the front pipe to the cat. in order to connect the rear cat. bolts. I thought this was a usI was able to install everything and it all seemed fine. About 2-3 weeks after the installation I brought the car for an inspection sticker and was rejected. The reason was an exhaust leak. It was pointed out that the pipe to the rear of the catalytic converter had carbon around the gasket. It was further determined that the catalytic converter seemed too short??
I called ROCKAUTO customer service and got a rep. that said he would look into why this catalytic converter did not fit. I got an e-mail telling me to call the customer service line pertaining to this problem. For the next three calls I got what sounded like young kids and they just kept telling me to call back and talk to Chris…every time I asked for Chris he was not there and no one else could help me. Finally I got someone that said he would look at the notes and try to help.
The answer I got was disappointing. I was told to measure the catalytic converter and call back. I went further than that and took pictures of a tape measure showing the length of the catalytic converter. I also took pictures of the stress that was occurring on the rubber hangers. I e-mailed all this to CUSTOMER SERVICE and after a few more phone calls got Chris to e-mail me back. He agreed that the catalytic converter looked too short and would look into why?? I again had to call back a few more times and finally got another CHRIS who said he would look at the notes. CHRIS came back on the phone and said you got the wrong part because you went with the Walker 16111, if you had gone with the BOZEL which was on the same drop down menu you would have gotten the 17.5” catalytic converter and that would have fit??? He said your 1998 must have been built in 1997 ( Genius ) and the walker part was for a 1998 Oasis…interesting because my VIN and registration prove that this Oasis is in fact a 1998. The answer I got was this happens all the time where a car manufacturer uses 1997 parts. Ok I said but you advertised this part to fit my car and it did not fit…also you had the right part advertised right next to this part both stating that they fit a 1998 Oasis when in fact they do not!
After it was determined that ROCKAUTO SENT ME THE WRONG PART I offered to pay for the right part and send back the wrong part after removal for a refund. I also asked that they fix the website so the next person doesn’t get misled like I did.
ROCKAUTO CUSTOMER SERVICE RESPONSE…There is nothing we can do, we will not take back a part that is used. Of course I would not send back a used part if it were represented correctly on you website…but it wasn’t. The CUSTOMER SERVICE REP. was smug in his insistence. I asked to talk to the manager and he said, “I AM THE MANAGER AND YOU WILL NOT GET ANYONE TO CHANGE THIS DECISION!! I responded, there had to be someone above you there that I can talk to. “THERE IS NO ONE HERE ABOVE ME HE INSISTED“.
I wrote a complaint letter and sent it both through e-mail and snail mail because the only e-mail is customer service@rockauto.com I wasn’t sure the letter would get through. Anyway I did get a response from anther “manager” telling me I was “out of luck” and “this happens quite often”. I told him you win, you got one over on me but I can respond BY LETTING OTHER PEOPLE KNOW THAT ROCKAUTO DOES NOT STAND BEHIND THEIR PRODUCTS OR THERE CLAIM TO CUSTOMER SERVICE…
Mike M.
This review was modified by its author, mmjmz, on
10/15/09 6:42 PM.
Reseller Reply
Posted
by
10/16/09 4:31 PM
Unfortunately we found out about the problem with the catalytic converter after it has been installed and used for months. When the customer called us about the problem, we investigated it with the manufacturer, and found that the dimensions of the part that he received matched those of the part he ordered. We confirmed that we sent him the part he ordered, and that it is the what the manufacturer lists for his application. We also found out that there there was a change of in the size of the part between 1997 and 1998, and although his vehicle is a 1998 model year, his had the earlier design.
Had we found out about this before the was installed and used, we could have accepted a return for a refund and helped him place an order for the correct part. We caution customers to inspect the parts they receive before they install them, and to contact us to arrange a return if the part isn't what they need. But after a part has been installed and used, we can and only offer to replace it under the manufacturer's warranty if it fails - not take it back for a refund because problems with the fit. We're sorry that this happened to him and that he is disappointed.
I found the company online and looked up my parts on the website. The website works well. Now that is when my good experience ended. I called to verify stock that took over an hour. Placed my order after finally getting an answer. I called twice to verify shipping and also emailed. I NEVER got an email response. I had also told them I needed the parts next day and SPECIFIED in my email and on the phone that next day "saver" was not an option (afternoon delivery). I was NEVER told that that would be problem. I found in the AM that my parts were shipped "saver" so I had to contact Fed Ex and then drive an hour each way to get my parts in the AM. I then called to discuss the error and dealt with a supervisor named CHRIS who was not in the least helpful.
UPDATE!!! The only reason they were delivered at 9:08 was I went and picked them up myself an hour away at FEDEX. Again just excuses for there employees not doing or paying attention to what a customer asks. If CHRIS would have just apologized instead of making excuses this would not be as bad. He even admitted that my email was read by one of the people I talked to and it gave specific instructions that I needed the parts in the AM. It's simple PAY ATTENTION to what the customer needs and if you can't do just say so, don't take the order and disappoint!!
This review was modified by its author, haulinrv, on
8/30/09 7:21 PM.
Reseller Reply
Posted
by
8/21/09 11:21 AM
Although we do not guarantee morning delivery for our Next Business Day shipments, and neither our representatives nor our website indicated to this customer that we do, he placed his order at 12:04 pm on August the 19th and his parts were delivered at 9:18 am on August the 20th.
Prices are good, service and delivery are 3rd rate. Wrong parts sent, merchandice very poorly packed and typically received damaged. Part boxes opened and sealed packaging ripped open and contents removed. I would not deal with this outfit again since it is not worth the hassle to save a few $$. I filed a complaint against this supplier to the BBB because they were so bad...
Reseller Reply
Posted
by
7/31/09 6:27 PM
This customer customer ordered 12 parts, shipped from three different locations. His order (placed Saturday 6/6) shipped the next business day (Monday, 6/8).
Upon receiving his order two days later (6/10), he complained that the packaging on one of the parts was damaged and components were missing. We immediately sent him a replacement at no charge, which he received on 6/12 -- only 4 business days after his original order was placed.
Three weeks later (6/30), the customer called to say he discovered another part had been shipped incorrectly (he ordered part number 334266 and received 334366). We sent him a prepaid return label for the mis-shipped part. He demanded that we also provide a replacement before the weekend and we did -- it was deliverd two days later (Thursday, 7/2).
We are sorry we made mistakes in shipping this order the first time, and we understand how frustrating it is to start a job and realize the parts are not right. But we have done our best to address each problem promptly and to ensure that similar problems do not affect other orders.
Rock Auto sold me a defective product and refused to refund.
I purchased Gabriel brand struts and shocks from Rock Auto. Due to inexperience and a lack of tools the installation of the front struts was delayed to a weekend around 40 days after the purchase. That's when I discovered one strut was machined slightly out of spec and too large to fit the strut mount on my car.
Since the part was obviously defective out of the box I asked rock auto for a refund. They told me their explicit warranty was only thirty days and since it had passed that time they would not refund me. Apparently their 30day warranty is also a promise not to refund beyond that time, and they are quite comfortable keeping my money and profiting from the sale of a defective product.
Well as it turns out my state also has an implied warranty law of 60 days covering consumer purchases (warranty of merchantability). When I pointed this out to Rock Auto, their phone rep reiterated their posted 30 day explicit warranty and told me I had agreed not to seek a refund outside of 30 days by purchasing from them (I had agreed to no such thing). I was never offered an explanation for why Rock Auto thinks implied warranty laws don't apply to them.
Rock Auto also did not respond to written e-mail or letter. I ended up taking this issue to my credit card company and my DA's consumer protection unit. I don't think I should have to take these steps to obtain a refund for a product that is defective out of the box or to get rock auto to comply with the law.
If you find yourself in a similar situation, I would urge you to familiarize yourself with your state's implied warranty laws and contact your DA or a consumer protection agency.
Rock auto sold me a defective part. The defect was subtle and not discovered till attempted installation. They did try to keep my money and profit from the sale of the defective part. If you're working on new or complex task that could be delayed, I don't recommend purchasing from them.
*response to Rock Auto*-----------------------
Gabriel manufactured this strut as a replacement for 240 series Volvo (website listing and confirmed by their phone rep). A strut that does not fit is a defective strut.
Irrespective of what distinctions, policies, or word games rock auto is trying to apply to my request for a refund, rock auto had a choice whether to refund or try to profit from the sale of an out of box defective product. They clearly chose.
I did not expect a year long warranty. What I did expect was a new in box working product (and it WAS represented as such by rock auto). I asked for a refund because the strut was defective before it left the warehouse not because it broke down on day xx while I was using it.
A warranty is a promise from a manufacturer or seller, not an agreement between two parties. I did not sign a terms of sale or promise not to seek a refund after 30 days. But since rock auto stresses policy and terms so heavily, there are additional terms of sale covering consumer transactions, and these are called implied warranty laws. Every state has them and rock auto cannot be ignorant of that fact.
Explicitly California (my state) CV code section 1791.1(4)(c) says "The duration of the implied warranty of merchantability . . . shall be coextensive in duration with an express warranty which accompanies the consumer goods . . .; but in no event shall such implied warranty have a duration of less than 60 days . . . following the sale of new consumer goods to a retail buyer." CV 1792.3 says "No implied warranty of merchantability . . . shall be waived, except in the case of a sale of consumer goods on an "as is" or "with all faults" basis . . ." http://www.dmv.ca.gov/pubs/vctop/appndxa/civil/civ1791_1.htm
Rock auto sells to individual consumers and should be willing to follow the laws governing the terms of such sales. It's disingenuous of them to misrepresent those terms to dump a defective product on a customer.
Lastly rock auto's prices do not justify their actions. It's rock auto's own responsibility to figure out what prices they can afford to offer while complying with the law and refunding customers for defective products.
This review was modified by its author, altair000, on
6/9/09 11:34 AM.
Reseller Reply
Posted
by
6/8/09 5:42 PM
This customer purchased struts from us on March 22. On May 12, he asked to return them, saying they didn't fit his car. (They were not listed for his car in our catalog. He ordered by part number without specifying a vehicle.)
Our return policy, which can be reached from a link on our home page and from our checkout screen, is that we accept returns within 30 days. Since more than 30 days had passed, we did not accept the return.
The customer called back to say one of the struts was defective and asked to return it under warranty. Parts we sell from our regular inventory are covered by a manufacturer warranty, usually for a year or more. But the struts this customer purchased were deeply discounted "wholesaler closeout" items which were clearly marked in our catalog, in the product listing, and on the checkout screen, as "Wholesaler Closeout -- 30 Day Warranty." Again, more than 30 days had passed and the parts only had a 30-day warranty, so we could not honor a warranty claim.
We are sorry this customer received parts that he could not use. It is never our intention to sell defective parts and, if a defect occurs, we honor the terms of our return policy and the manufacturer's warranty to resolve the problem. But this customer chose to purchase "wholesaler closeout" items with full knowledge that, at the very low price offered, long-term warranty coverage was not included. We will not allow him to retroactively change the terms of sale.
I am very impressed by the ease of finding parts and ordering on RockAuto.com The prices are good, too.
Why I cannot recommend this vendor is because of very poor customer service. Specifically, on this order there was a windshield washer pump that I failed to receive, found out that it was misdelivered, learned from the Post Office that it may well have been misaddressed, and at the end of the day: I am short $$, it's been a month and I still have NO PUMP!
Sorry, RockAuto -- I was a first-time customer, sorry I ordered more from you in the interim, and will not be ordering any more in the future.
Reseller Reply
Posted
by
5/29/09 4:30 PM
We're sorry that an error in shipping caused this customer not receive the washer pump that he bought from us, and that we didn't resolve this when he first contacted us about it. If a mistake happens and a customer doesn't receive something they ordered from us, we always make good by sending a replacement or giving a refund for the missing part. We will be in touch with this customer to find how he would like us to solve the problem.
I OWN A AUTO REPAIR SHOP IN IL. I HAVE BEEN HAVING SOME PROBLEMS WITH GETTING PARTS IN A TIMELY MATTER. I HAD PLACED AN ORDER ON WED. & RECIEVED EVERYTHING EXCEPT WHEEL CYL ON THURS. WAS TOLD WHEEL CYL. WOULD BE THERE FRI THEN SAT & NOW TUES. THEY USE FED-EX GROUND HOME SHIPPING WHICH DOES NOT DELIVER ON MON. SO NOW IM WAITING A WEEK LATER & SO FAR NO WHEEL CYL. CALLED FEDEX & FOUND OUT PACKAGE WASNT PICKED UP UNTIL SAT. 3 DAYS AFTER I ORDERED IT. I HAVE A UPSET CUST. & IT JUST MAKES ME LOOK REAL BAD. THIS IS NOT THE FIRST TIME THIS HAS HAPPENED & IT SEEMS ITS GETTING WORSE. TRIED TO RESOLVE WITH CO. & THEY JUST SAY THAT THEY ARE SORRY. IF U ARE NOT A REPAIR SHOP & U DONT NEED PARTS ON TIME THEN IT IS AN EXCELLENT SITE. IF PARTS ARE NEEDED TO BE DELIVERED ON SCHEDULE THEN DO NOT BANK ON ON TIME DELIVERY.
This review was modified by its author, zurekauto, on
5/19/09 11:53 AM.
Reseller Reply
Posted
by
5/19/09 12:47 PM
We offer express shipping options for customers that need parts quickly. This customer chose Ground shipping, which can take anywhere from 1-5 business days depending on the location of the warehouse in relation to the customer. This order was shipped in four different packages, and as he stated, some of them were delivered the day after he ordered. The last will be delivered today, the third business day after he placed his order. We're sorry that he's not satisfied with this service, but we would suggest that if he has questions about shipping times he contact us before he orders, or read the information about shipping that is on our homepage.
Tried Rock Auto after hearing great things about them It was a mistake - problems with customer service and getting refunds on incorrect parts. Very disappointed.
I ordered a Spectra Premium fuel pump assembly. The received part was not as pictured on their website, the part in the Spectra box was by a different manufacturer, and it was not a good fit for my tank.
RMA'd - I had to pay shipping back and Rock Auto did not refund my original shipping. Apparently, the customer service rep put down "Customer did not want" instead of "Incorrect Part Shipped". So now I'm out two shipping charges.
To make matters worse, even though I followed their shipping directions exactly, they claimed I shipped to the their call center instead of the return address they gave me and charged me a THIRD shipping charge to send it to the return center.
Even after I sent them a copy of the Fedex shipping forms showing the correct address, they would not budge.
I will not be doing business with Rock Auto in the future.
Reseller Reply
Posted
by
5/12/09 11:11 AM
The customer contacted us because although the part he received came directly from the manufacturer in the correct box, it wasn't an exact match of the picture on our site. He indicated that what received looked like a picture we have of the equivalent part made by another manufacturer, which is a direct cross reference for the part that he ordered. The parts we sell come from manufacturers who can make design changes or switch suppliers without notice, so although there was a difference in appearance, he received the part number and brand that he ordered, and the differences shouldn't have affected the fit of the part for his vehicle.
He chose to return it, and we accepted the return for a refund of the cost of the part (but not the shipping costs). We provided him with return instructions by email, which included the shipping address for the return, which was a separate location from our main office. We received the return at our main office, and therefore in order to process the refund we had to forward the package to the correct location. In cases where a customer sends a return to the wrong location and we ship it to the correct one, we deduct that shipping cost from the refund, as we did in this case. We're sorry for the confusion and the he won't be doing business doing business with us again.
Be careful when ordering here. The part I was looking for was listed but not the right part. The picture posted online for the part was a generic one and I asked when ordering if it was the correct part (stabilizer link hardware for a 1991 landcruiser) and was told it was. The part arrived and was not the right part. The customer service was correct in crediting me for the part without having to return it but I lost more in shipping costs than the parts cost.
Reseller Reply
Posted
by
5/5/09 3:49 PM
We're sorry that the customer received a part that didn't work for his vehicle, and that we didn't come to a solution that he was happy with. According to the manufacturer of the part, it should have fit the vehicle it was ordered for. Clearly it didn't, and normally in situations like this we try to determine the cause of the problem - whether it was an error on our part (in cataloging, packaging, or shipping) or the customer's (in ordering for the wrong vehicle, for a vehicle that has been modified or has options that call for a different part.) We didn't find out what the problem was in this case, but agreed to refund the customer the $10.46 cost of the part, without having him returning it, but without refunding the original shipping cost. The reason that we split the shipping costs in situations like this is to share the loss when we were not sure who was at fault. But we could have done more to investigate the problem, and to communicate with the customer about how much we were refunding and why. We apologize that this left him dissatisfied with his experience with RockAuto.
In October, 2008, I ordered a muffler and a fuel tank for my VW Vanagon from RockAuto. The day after I placed my order, I was told that my $53.79 muffler had increased to $89.79. I was told that the low price was a clearance price and that there wasn't any left. When I ordered it, their web site said that there were 2 left at this price. I had no choice. I had to pay it even though it was a whopping 61% increase over the price of the muffler they sold to me. When it arrived, it was the cheapest muffler I had ever seen. Most VW mufflers have bracing between the flange and the body of the muffler. I expect this one to last only one year without the bracing. That is what I would expect of a $30 muffler. Not a $90 muffler.
I'm still trying to get a fuel tank that doesn't leak. The first one took me a few weeks to install. I needed to run out the fuel first and I don't use that car so often. Then, the price of fuel went up to $4.50 per gallon. I never filled the car up at that price. Once the price of fuel dropped, I filled the tank up and it leaks from the seam. Christopher at RockAuto tells me that they cannot pay for the return shipping since it has been more than 30 days. BUT IT'S DEFECTIVE GUYS?
Anyway, his solution is for me to order a new fuel tank, pay for the new tank and shipping, ship back the old tank at my expense and then they will refund the cost of the new tank and the shipping for the new tank. However, I still have to bear the cost of shipping the defective tank back.
The new tank arrived yesterday. It looks like they dragged it all the way across the country behind the truck. The box is broken, torn and you can see where the seam of the tank has cut thru the box. They had to double the weight of the package with tape, just to stop it from disintegrating.
This is becoming downright silly. I'm out $400 and I got a muffler worth $30 and 2 defective fuel tanks.
UPDATE 3/24/09:
Rock Auto has refunded the cost of the defective fuel tank and shipping, and paid the return shipping. Thanks Rock Auto.
This review was modified by its author, vanboy, on
3/24/09 12:59 PM.
Reseller Reply
Posted
by
2/3/09 7:20 PM
The muffler that customer originally ordered was a wholesaler closeout part that was offered in limited quantities at a lower price without the factory warranty. Unfortunately, by the time he placed the order it was sold out. We gave him the option of canceling the part or paying the additional amount for the regular inventory part with the full manufacturer's warranty, and he agreed to do the latter. We shipped him the $89.79 Walker muffler that he paid for, which is neither a Volkswagen part nor a $30 part substituted for the one he ordered.
He also ordered the fuel tank, and two and a half months after he received it, he notified us that it was leaking. We have a 30 day return policy, and after that we honor the manufacturer's warranty. We do this by either sending a replacement after the failed part is returned, or, if the customer needs that part sooner, they can place a new order, and return the bad part for a refund once they receive the replacement. He chose to do that. For warranties we pay the shipping to send the replacement, but don't pay for return shipping.
The customer contacted us today and let us know that the package of the replacement tank arrived damaged. As in any case of carrier damage we will provide a replacement or refund and cover the shipping costs. We're sorry that the customer has had problems with two gas tanks in a row, and we will be refunding him for the warranty part when he returns it to us, and will arrange to get the damaged one back and send a replacement.
This purchase left me with a feeling of regret. When I first contacted them with the problem it was given the "Yea whatever" attitude. they started the trace process to find my package and that was the last I heard for 8 days. I ended up purchasing the item from another store(locally since I needed it 2 weeks earlier) and a day later they and the shipper contact me. They did refund my money...Thats a plus since I didn't need the part anymore.
In the last three plus years I have done business with Rockauto about 30 times, maybe more. Some excellent transactions some not so good, but, every time a not so good transaction occured they seemed to want to help me. This time was different, in my opinion I was just a name on a box, they had my money and if my ever packaged ever arrived wasn't thier problem. The service from this sale will definately weigh heavly on my decision to purchase from them again.
Reseller Reply
Posted
by
2/2/09 9:49 AM
We're sorry that our service left the customer feeling that we weren't concerned with his problem, because customer service is a priority at RockAuto. We're also sorry for the delay that the lost package caused. Our normal procedure when a carrier loses a package is to contact them first to give them a chance to find and deliver it. If it's not found of course we provide a replacement or refund, as we ended up doing in this case, although unfortunately the process took longer than normal. We hope that we will have another opportunity to provide parts for this customer and make amends for this experience.
The latest order proved that rockauto has changed! This was the THIRD wrong part I received from them.
The distributor housing for my 95 Honda Accord with a F22B2 engine was for a F22B1 engine even though my order clearly stated the car and F22B2 engine. The Factory Service Manual shows distributor pictures for different engines. That is how I know that the wrong distributor belongs to a different engine, but how can you prove that they sent you a wrong part? They hold my money. They tell me what to do.
After numerous e-mails and phone calls they agreed to accept my return holding ME responsible for shipping! The warehouse received my return more than a month ago. I still have not seen my money…
Needless to say that this order from rockauto was the last one!
Be very careful with rockauto!!!
Sam
edit:
The distributor I received was for F22B1 engine!
My order stated: F22B2 engine!!!
And I still have pictures for the wrong part!
rockauto's data base is not correct!
...and I finally received a refund - more than a month later.
This review was modified by its author, somick, on
11/30/08 4:29 PM.
Reseller Reply
Posted
by
11/26/08 2:40 PM
Sam has ordered with us many times, and it's true this is the third problem he has had. We refunded him in full for one part that was incorrect due to an error in our catalog. We sent a replacement for a defective part he received. And we have also have given him a full refund for this distributor, including the shipping cost to him. The delay in issuing the refund was due to fact that the tracking number for the return that he gave us was not valid, so we waited for confirmation from the warehouse that they received the return.
He ordered this distributor from a long list of distributors that we have listed in our catalog for the 1995 Accord. From the selection of parts we offer for this model, it is clear that there was more than one type of distributor used by Honda for the 1995 Accord. The part he ordered included a description that said "Hitachi Distributor" and a photo of the part he would receive, but it turned out that his Accord was not originally supplied with a Hitachi distributor. Because the customer ordered without verifying which of the parts we offered was correct for his car, we did not offer to pay the return shipping. We did refund the original shipping because we understood his confusion in ordering and we wanted to keep him as a customer, and we're sorry to hear that this was his last order from RockAuto.
Bad,Very Bad...I ordered a Heater/Air conditioning controller,Received it rather quickly and I was happy..Until I opened the box.
The "NEW" part was All Scratched up and was very Dirty. I Called RockAuto and he apologized and emailed my replacement info.
Received my "NEW" Part that I thought I was BUYING in the first place. Things are good...RockAuto emailed me back Apologizing again and told me " sent out a replacement part to me at no additional cost " ( should there have been additional cost? )
RockAuto is a joke !! Stay clear and as others
have said "Spend your money locally"
Instead of RockAuto, don't use their junkyard, go to a local one.
Reseller Reply
Posted
by
10/14/08 12:43 PM
We are sorry this customer received a scratched and dirty part. We are not sure how this happened -- we are not a junk yard and do not sell used parts.
As soon as we learned of the problem, we sent this customer a new part and a prepaid return label for the defective part. Obviously, we regret the original mistake but we have done our best to minimize the inconvenience it caused.
I ordered two shocks from Rock Auto and paid $91.05 to have them sent express which I was told would arrive in 1-3 business days. I ordered on a Tuesday morning so I would have my shocks before the weekend. The weekend came and went with no shocks. I ended up receiving my shocks on the following Tuesday, which is when I would have received them by ground. The icing on the cake was I had to pay an additional charge of $27.53 at the door for my package. This was my first time ordering from Rock Auto, which is why I ordered only 2 shocks not all 4. I called the Rock Auto Customer service and rather then offering any sort of customer service they suggested I call the mail service to try to recover some of my costs. Wow, who knew a company who is consumer based would hang a customer out to dry like that. After the inconvenience of the delay and the total of $118.58 in shipping costs I will not be returning to Rock Auto for any of my parts or referring anyone else for that matter.
Reseller Reply
Posted
by
8/26/08 3:26 PM
This customer is in Canada and chose Express Mail International as the shipping method when he placed his order. We shipped the order on the same day that he ordered, using that method. The information on our website makes no claims about the shipping times for Express Mail International orders, but we apologize if anyone at RockAuto mistakenly told him that Express Mail International would arrive in 1-3 business days. The US Postal Service lists the average delivery time for this service as 3-5 days, but they do not guarantee this.
The additional amount that the customer had to pay upon delivery was for duties and/or taxes charged by his government. If he had asked us or read the "Frequently Asked Questions" page on our site, he would have been aware of this ahead of time, and also would have known that we offer an option for our Canadian customers called "Ground Canada" that uses our own broker so that the customer does not have to pay any duties or taxes at the time of delivery. We're sorry if the misunderstanding caused him to be dissatisfied with our service.
I tried to cancel items within just over an hour as they were more than 10% cheaper (and better parts)on Amazon. It took overnight to find out that two of the items shipped.
The CS agent that I spoke with (Shaun) said that he was the supervisor when I asked to speak with one but he he would allow me to speak with the guy who originally placed my order. They were both both very matter of fact and refused any sort of price adjustment.
Minutes later, as I was e-mailing the President of RockAuto about my frustration, the guy who originally put in the request to cancel my order called to inform me two of the the items had shipped! He had no knowledge of just speaking with me five minutes earlier! Bottom line, Shaun let me speak with someone at random just to play games I guess.
I am long-time customer of Rock Auto and I'm very disappointed at their present lack of price competitiveness and the "brickwall" approach to customer service. Beware of dishonest CS agents and be ready for them to play games with you at RockAuto. Give Amazon a try instead.
