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posted Apr-14-2010 “This customer ordered several Fram filters including two cabin air filters. Our inventory system showed we had enough filters in stock to fill his order but, when our warehouse staff went to pick the order, we discovered we had only one cabin air filter left.
Usually, when an inventory problem like this happens, we simply ask the manufacturer to send the part directly to our customer. However, unlike most manufacturers, Fram refuses to accept "special orders" or to ship directly to customers. They only allow us to order once a week and they take up to a week to fill our orders. That's why we told this customer it would be about 10 days before we would have another filter to send him.
While we understand the customer's disappointment, we cannot afford to spend $7.50 in additional shipping charges to sell one more $18 filter. We don't understand why, since we couldn't ship both filters, the customer refused to accept the one we had (which would have allowed him to change the filter in his car) and then just buy another filter (from us or someone else) later. But we honored his request, deleted both the cabin air filters from his order, and shipped everything else.”
posted Feb-03-2009 “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. ”
posted Oct-16-2009 “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.”
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posted Jul-23-2011 
This review was modified by 
![Share](javascript:share_rating({"review_body":"Don\u0027t buy a part if you expect any opportunity to return it if it is the wrong part or unneeded. Their return customer service sucks. They are deceitful and cheap.<br>Doug Allen","link":"http:\/\/www.resellerratings.com\/store\/RockAuto\/comment\/814598#comment814598","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/RockAuto.jpg","store_name":"RockAuto.com","username":"dba123456","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I have ordered parts about 20 times from RockAuto.<br>About 15 of these orders were filled and shipped as accepted on their website.<br>The others had problems:<br>1. Wrong part shipped. (Ball Joint)<br>2. Order cancelled - out of stock no ETA (starter motor).<br>3. Another wrong part shipped (tie rod end).<br>4. Another part ordered. Received an email - no stock available from their supplier. No ETA. (alternator).<br>5. Received email indicating the shipping $19.00 on their database was wrong. Actual shipping price $31. (Rocker panel trim).<br><br>My advice. Don\u0027t plan on anything being IN STOCK until you receive it - even if you receive an order acknowledgement. OR call them immediately if the part you need is critical to the job getting done.<br><br>By the way, their shipping costs are a bit high.","link":"http:\/\/www.resellerratings.com\/store\/RockAuto\/comment\/790618#comment790618","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/RockAuto.jpg","store_name":"RockAuto.com","username":"marcm153","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"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\u0027t 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.<br><br>I\u0027m still trying to get a fuel tank that doesn\u0027t leak. The first one took me a few weeks to install. I needed to run out the fuel first and I don\u0027t 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\u0027S DEFECTIVE GUYS?<br><br>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.<br><br>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.<br><br>This is becoming downright silly. I\u0027m out $400 and I got a muffler worth $30 and 2 defective fuel tanks. <br><br>UPDATE 3\/24\/09:<br>Rock Auto has refunded the cost of the defective fuel tank and shipping, and paid the return shipping. Thanks Rock Auto.","link":"http:\/\/www.resellerratings.com\/store\/RockAuto\/comment\/440074#comment440074","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/RockAuto.jpg","store_name":"RockAuto.com","username":"vanboy","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Bought a whole exhaust system for my son\u2019s 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. <br>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?? <br><br>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\u2026every 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. <br><br>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\u201d 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\u2026interesting 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\u2026also 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! <br><br>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\u2019t get misled like I did. <br><br>ROCKAUTO CUSTOMER SERVICE RESPONSE\u2026There 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\u2026but it wasn\u2019t. The CUSTOMER SERVICE REP. was smug in his insistence. I asked to talk to the manager and he said, \u201cI 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. \u201cTHERE IS NO ONE HERE ABOVE ME HE INSISTED\u201c.<br><br>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\u2019t sure the letter would get through. Anyway I did get a response from anther \u201cmanager\u201d telling me I was \u201cout of luck\u201d and \u201cthis happens quite often\u201d. 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\u2026 <br><br>Mike M.<br>","link":"http:\/\/www.resellerratings.com\/store\/RockAuto\/comment\/506043#comment506043","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/RockAuto.jpg","store_name":"RockAuto.com","username":"mmjmz","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Superior service from this supplier! Ordered a water pump at 11:00 A.M. on Monday - the part was at my doorstep before 10:00 A.M the next day. Great job by RockAuto.com to get the order shipped the same day and also to FedEx on the fast ground shipping! The online ordering was a breeze and I receved an order confirmation email almost immediately upon completing the order process. The total price I paid (including shipping) was over $10.00 less than other online retailers offering \u0022FREE SHIPPING\u0022 for the same product. This is my first time doing business with RockAuto.com.....it won\u0027t be my last!!!! ","link":"http:\/\/www.resellerratings.com\/store\/RockAuto\/comment\/128809#comment128809","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/RockAuto.jpg","store_name":"RockAuto.com","username":"mwtat458","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Ordered 2 sway bar links and when the package came in there was only one. RockAuto would not go out of it\u0027s way to get the one they failed to put in the box expedited out to me. <br><br>It will end up taking a week to get the parts after paying for 2 day delivery.....<br><br>RockAuto\u0027s comment: sorry you not happy...<br><br>Hope your experience is better than mine.","link":"http:\/\/www.resellerratings.com\/store\/RockAuto\/comment\/735511#comment735511","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/RockAuto.jpg","store_name":"RockAuto.com","username":"jlrria","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"After market crap, bought a door handle for a 2005 Nissan. The spring snaps loose when you lift the handle and the fit is horrible. Rock Auto customer service sucks, they wont answer e-mails. STAY AWAY FROM ROCK AUTO","link":"http:\/\/www.resellerratings.com\/store\/RockAuto\/comment\/877952#comment877952","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/RockAuto.jpg","store_name":"RockAuto.com","username":"girlsknight","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I ordered a power window switch for my 1999 Monte Carlo. The switch that was listed and illustrated in the photo is not the switch that is used in my car. When I asked about the correct switch for my car, I was told that it isn\u0027t available at this time. It cost me shipping ($16.55) \u0022from\u0022 and \u0022to\u0022 Rock Auto for a switch that I couldn\u0027t use. That\u0027s an expensive way to find out that a part isn\u0027t available. Even though they are providing a refund for the price of the part, I would be reluctant to use Rock Auto again since I lost $16.55 on the transaction.","link":"http:\/\/www.resellerratings.com\/store\/RockAuto\/comment\/327699#comment327699","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/RockAuto.jpg","store_name":"RockAuto.com","username":"Steve K.","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Terrible. My husband was given wrong information about a car part. We did not find out until our mechanic tried to put it on. Oh, we can send it back alright but at our expense!! Remember to always get the name of the person you spoke to. And they sound so sweet on the phone as they say so sorry about that.","link":"http:\/\/www.resellerratings.com\/store\/RockAuto\/comment\/786206#comment786206","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/RockAuto.jpg","store_name":"RockAuto.com","username":"tmmitchell","rating":"1"}, "single");){kind=link}
"Placed an order from the web site yesterday. Got a call today that one of a pair of items was not in stock. Rock wanted to delay the entire order for 10 days or charge me an extra shipping charge when the item entered their stock in ten days. No other options were possible. I had them remove the pair of items and ship the order, but that is the last business they will do with me.
Customer Service 101:
Their system should not sell something they do not have in stock or ship the delayed item for free.
Response to Rock"s Comment
If I have to drive to the store to buy 1 filter why not buy 2. This ensures I do not give this business to a company that can't get their inventory right or accept the cost of their failure to make it right with the customer when they do. "