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.

Last year I needed a intake manifold for my l998 Lincoln Continental. I was in a bind the factory had a recall on this part but it had expired. The cost was over $1000.00 for a new factory part with no help from Lincoln. I happened to find Rock Auto on the web. I was able to install with parts from Rock Auto for less than $300.00. WOW…I was surprised.  
Since then I have ordered many parts from Rock Auto and have been completely satisfied with the quality, service and shipping they have provided. Rock Auto is now my first call on any of my auto needs. Rock on Rock Auto!  

I've ordered frm RockAuto about three times already & the parts I received are always accurate & the shipping process is AMAZING!!!! I will definitely order again if I need any parts for my car....Thanks

This review was modified by its author, alderinej, on 9/2/09 8:45 AM.

Seller has done their best to resolve my case now. This review has been edited, just to be honest.  
Thank you rockauto.com, i would do business with you, anytime again.  
 

This review was modified by its author, Hessu, on 9/2/09 3:24 AM.

I placed 5 orders with RockAuto and I've been completely satisfied. I always price shop and they have had the best prices on parts for my 1976 MGB. Their shipping costs are reasonable, and the orders have been shipped and received very quickly. I've also shopped at Autoparts giant, and found RockAuto better in all dimensions. The one thing I have yet to test is core returns, I'm assuming that's probably going to be OK as Rock DOES answer the phone. Also notice they have long and weekend business hours. They have also been generous with 5% discount codes on your next order. Thanks, Steve

This review was modified by its author, migsteve, on 8/27/09 6:32 PM.

First time I've purchased from RockAuto.com. I was very impressed at the selection and prices. Both items I purchased were cheaper than I could find anywhere else (web or local.) The website was easy to use and informative. The parts were very well packaged when I received them and in great shape. I wish shipping speed was faster for the cheapest rate, but that isn't RockAuto's fault as they processed and sent my order extremely fast. I would recommend RockAuto.com and will definitely buy from them again.

Despite many issues with receiving a proper axle for the passenger-side of my car, they covered return shipping for an a replacement axle three times, and for shipping it to me three times (due to giving me a FULL refund on the non-fitting part, INCLUDING the initial shipping charges I had paid them). I don't blame them for the issues, apparently the vehicle was made during a transition time and used an odd-ball axle, of which Rock Auto does not carry.  
 
They went above and beyond the call of duty with this one, and I commend them! I've never had the slightest bit of a problem with them, and recommend them completely; not just for their excellent service, but for their unbeatable prices!

This review was modified by its author, FeMaster, on 8/11/09 6:20 PM.

I purchased a catalytic converter for my Ford Explorer. It was of poor quality and missing critical parts. I had to return it. Rock Auto accepted the return without difficulty but I was still out almost $40 in delivery and return shipping. In the past I have been happy with the prices, selection, service and quality of Rock Auto. However two of my last 3 orders have contained parts that were some combination of damaged, very poor quality, or missing pieces. This is a disturbing trend. Admittedly the same thing has happened to me at AutoZone. I think it's a problem of all the manufacturers going to the cheapest Chinese contract fab shops they can find. However at AutoZone I don't wind up with nothing after paying $20 to $40 in shipping - I just bring it back to the store. I would like to continue doing business with Rock Auto and I hope they work with their suppliers to improve the quality of the products.

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.

i've ordered a bunch of parts from rock auto lately. these guys have a super selection. I love the fact that i can see pictures of most parts before i buy them. THis allows me to see exactly what i am getting. The only donwside so far is that they sometimes ship my parts out from several locations AND charge me for shipping from EACH one. That's kinda BAD. sometimes i buy small electronic parts that should ship for $5....but i get charged for $10 or more. other than that they are really great

RockAuto.com is my absolute go-to place for car parts. Any kind of car parts, from the '63 Buick to the Porsche 928. They've got them all, are priced less than anyone else and ship super-quickly. I particularly like that they can tell you which locations parts ship from, so you can order accordingly.

Fast service,good prices and a good warranty.

Rock Auto is terrific. I have done a fair amount of business with them over the past year, and their prices and selection are second to none. Their premium parts are often much less expensive than other sites' standard parts. Also, the parts catalog is super easy to use. Though it may sometimes be difficult to cross reference OEM parts with the parts they list, the interface and descriptions are concise enough so that I have never ordered or received the wrong part. On top of all this, their shipping is lightning fast. My part was ordered Thursday night, and it arrived Saturday morning. I will continue to do business with Rock Auto for as long as there are cars.

I ordered new struts for my car on June 11th. My purchase shipped the same day and were delivered the next day. One of the absolute best online shopping experiences I have had. I highly recommend purchasing from RockAuto. I will certainly be a return customer the next time anything else is needed!

At first I was thrilled that they shipped immediately (Monday) and I received all three of my packages by Friday. I could work on the weekend! Unfortunately one of the parts was wrong: a flywheel instead of a clutch fork. This was a forgivable human mistake. But when I notified them they responded slowly, then wouldn't send the right part before they figured out why the wrong one was sent. They finally decided to send it the next Wednesday, too late to arrive by the next weekend. They refused to send it by faster means, even though the original mistake was their fault and the delay in resending was their fault. This is a big and unnecessary inconvenience, and could have been minimized for no additional expense if they had been responsive to the first notification of the problem.  
 
This is a response to RockAuto’s reply.  
 
If RockAuto had responded as quickly to the wrong-part problem as they did to this public complaint, I would have had the part by this weekend.  
 
It’s misleading to suggest they needed (what ended up taking two days of)research to be sure they didn’t repeat the mistake. A few clicks on their web catalogue could have confirmed the number. Also, it’s not hard to tell a flywheel from a clutch fork, even if they’re in boxes.  
 
After the two-day delay for 'research', they first refused to expedite the shipment to make up for the lost time. Then they found out they didn't have the part on-hand anyway. I'm not sure that I believe it, but they said the manufacturer couldn't ship it for another two days, making it unavailable by the weekend even with expedited shipping.  
 
As they mentioned, they offered a kit including my part for a much higher price. They didn’t mention that they refused to consider borrowing the needed part from the kit to send to me, then replacing it when they got ‘my’ part.  
 
In the end, they made a mistake and could have fixed it if they were willing to make any extra effort to do so.  

This review was modified by its author, Bizcocho, on 3/26/08 4:06 PM.