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.
Reseller Reply
Posted
by
9/1/09 12:14 PM
We're sorry that this customer's part was mistakenly delivered to the wrong address, and for the delay in replying to his emails. We do take responsibility for any problems that occur in shipping, and we will either send him another part or give him a full refund for the order, according to what he prefers. We value our international customers and try to provide them with the same service that we give our domestic customers. We apologize that in this case it wasn't as responsive as he would have liked, but we have been in touch with him to see how he would like us to resolve the problem.
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.
Reseller Reply
Posted
by
4/27/09 5:13 PM
We're sorry to hear that our customer wasn't satisfied with the quality of the catalytic converter. We accept returns within 30 days and honor manufacturer's warranties to help with these situations. This customer handled his return online, so we didn't get the details of the problem, but if the problem was due to our error we also refund shipping. This doesn't include complaints based solely on where a part was made, but we do not want to leave anyone with a part that is clearly defective. We hope to continue doing business with this customer and are here to help if he has problems with any future orders.
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.
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
Reseller Reply
Posted
by
2/3/09 11:11 AM
Thanks for being a frequent customer. To explain the shipping charges, we have always charged actual costs and kept our prices low rather than building the cost into prices and making claims about "free shipping". Because our inventory is in many places, orders can come from more than one location. We recently added a feature to our catalog that shows how many shipments an order would involve and what parts ship together - so that if you really needed a mass air flow sensor and wanted to get some spark plugs while you're at it, you can choose a brand that won't be shipped separately. It's not always possible to ship an entire order in one box, but the goal of this tool is to allow customers to save more money by making decisions about what parts to order that cut down the number of shipping locations.
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.
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.
Reseller Reply
Posted
by
3/26/08 2:33 PM
We did ship the wrong part part to this customer. When he contacted us, we first of all checked to make sure that it was a shipping error and not a mistake in our catalog (to avoid sending another part with the same result). Once we confirmed this, we offered to send the correct part, but unfortunately it is a special order that will take two days to ship.
We also offered to give a refund for this part and order a kit that includes the part that the customer needs, and to give a discount on expedited shipping in order to get it to him by the weekend. But this kit was more expensive than the part he originally ordered, so the customer opted to wait for us to send the replacement.
We're sorry for both the shipping error and the delay it caused our customer, but we will be sending him the part as soon as we have it available.
Rock Auto shipped me the wrong part for my SHO. It was also BADLY damaged, bent and then somebody tried to hammer it strait before shipping it to me. I am told that after they recieved my return it will be 10-15 business days before I will recieve a refund!@!!!. Then they tell me the correct part will be twice as much plus shipping. I WILL NEVER BUY ANOTHER PART FROM ROCK AUTO. BUYER BEWARE!!!!!!!!!
This review was modified by its author, scott bittner, on
3/21/08 3:39 PM.
Reseller Reply
Posted
by
3/12/08 3:01 PM
We understand why this customer is upset: we shipped him a damaged part which wouldn't have fit his car anyway. AC/Delco listed the same fan motor for SHOs as for regular Tauruses when, in fact, the SHO requires a special motor. And we accidentally shipped another customer's return instead of a new part. We don't make either mistake very often -- as our favorable ResellerRatings reviews illustrate -- but we are very sorry for making both mistakes on the same order.
We have corrected our catalog so AC/Delco part 15-8801 no longer is listed for the SHO (AC/Delco's own website catalog still is wrong). We sent this customer a prepaid shipping label to return the incorrect/damaged part at our expense. And we have issued a full refund of the $63.02 he paid for the part and shipping.
AC/Delco apparently does not make a radiator fan motor for a Taurus SHO but we have fan motors from other manufacturers which are unique to the SHO: Four Seasons part 35196 for $114 and Motorcraft RF1 for $243 (though the Motorcraft part has been discontinued by Ford, and we only show one left in stock). As the customer points out, these are much more expensive than the $55 AC/Delco fan he (and we) thought would work.
We hope he will give us a second chance and order one of these other fan motors but we understand why, based on this experience, he plans to shop elsewhere. We will do our best to prevent mistakes like those we made on this order so we can avoid disappointing other customers.
