"sent me the completely wrong item then after exchanging they send me the exact same item. then charged me to return it!!! "
"I had ordered a part on Thursday 2/13/20 at 11:36a and paid $115 for expedited shipping next day for Friday 2/14/20 delivery by 8p. I tracked the shipment Thursday to Friday and nothing was even processed until Friday at 5:22p which means Rockauto never processed the shipment to fedex until that time Friday. I emailed the lousy customer support team and they responded "We’re sorry that you did not receive your package on the date the carrier expected. Transit times and "Receive by" dates are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto ." Well that would be true if it was FedEx at fault. I even called FedEx and they have record of only getting the processing on Friday. Then the next response from the lousy customer support was "RockAuto ships parts within one business day, so this package shipped within a reasonable time frame. However, given the circumstances, I have made an exception to refund the difference between the service you paid for (Next Business Day Express) and the service you received (2 Business Day Express), which is $7.00." Well then why offer next day delivery otherwise I would have just gone with 2 day shipping and not take time off of work to anticipate the delivered part and fix my wife's car. So Thursday expedited shipping came in Monday. Very poor shipping and even worse customer service. They need to be audited and closed down for fraud. "
"Since it seems, your customer service / business tactics are one sided to better assist you the company and not the customers at hand....looks as if I will be force to take a loss with this company and their services as a whole. I haven't got one email in aim to help assist my issues, but simply keep getting a email from multiple people you feel to be acceptable. I guess I will have to request for a credit card refundable being no one has answered to why I can't use the credit code giving and it seems I am getting no where further than I did 4 plus days ago. Than you just close the case order!!! I am sure Department of Better Business Bureau is aware of your antics but I will be sure to call them myself to place my complaints as a unsatisfied customer. SHOULD OF JUST WENT TO AUTO ZONE, NO MONEY SAVED HERE< JUST MONEY LOST!!!"
"I sell cars for my livelihood, which means I have to fix a lot of things along the way to do that. I started buying parts from Rock Auto three or four years ago. I spent several thousand dollars a year. Last fall I was sent not one but two sets of rotors that did not fit the car. I ordered the correct parts from another vendor and quickly found out why they did not fit. Rock Auto has the wrong parts on their website, they sent rotors for a different model. I proved this as the other parts fit perfectly! Here is the problem, Rock Auto has no customer service. They pretend to do an email chat, it is just a bunch of clowns hired to b.s. about the problem until you give up or they cancel the interaction. This is what they did to me. There is new University studies being done on how Companies will run you round and round til you give up. Rock Auto did this to me. Rock Auto does not stand behind their business. If a mistake is made by them you keep the parts. It is their business to send the correct parts, and fix it if the parts are wrong!! They hide instead."
"Very untrustworthy! Returned old parts for a core refund and in a week's worth of back and forth emails, I've been given a slew of excuses as to why they would not be honoring the core refund for the old parts that I shipped back to them (at my expense). I have had two previous experiences with RockAuto, and both were fine except one of the orders for exhaust parts looked like the parts were previously purchased, handled, and returned. Plus it was packaged very poorly and the box was falling apart when it arrived. This core refund experience is the last I will have anything to do with these thieves. It is an unscrupulous business. NEVER AGAIN!"
"Rockauto.com does not have any customer service department. If there is a problem there not even as way to call or email them. You can "report a problem", but all you get is a canned response. "
"Charged $11 more for one of 2 rotors. Web site has them priced the same. Called and phone computer stated NO phone customer service. Directs you to their Web site and your oder page where there is no place for the complaint.
Core return has me returning each rotor to a different warehouse at $6+ for each. There is a warehouse location where I live but they will not accept in-person delivery, only by mail.
Never again! I will purchase from Auto zone where prices are lower and I can return core to the store."
"I paid for express shipping for my part to be in Today. Except it's telling me my package will arrive by Monday and there's no way that I can change this or cancel the order because it's claiming as already shipped. Why did I pay extra for nothing? "
"Was going to get a fender for a 99 Ford Ranger for my girlfriend but the shipping was more than double what the price of the fender was"
"After several orders with a problem with my address, I decided to address the problem (no pun intended). When I order from them it will not in any way shape or form let me put in my space number to complete it. It always gives me an error saying it's not my real address. After 2 days back and forth with their so-called 'customer service' they sent me a pic of my address put into their software and asked me to please send a screenshot if that was a problem. Well, I dutifully took the screenshot requested with the error message clearly in the pic. When I sent that to them, the evidence they requested, the e-mail came back that my issue was resolved and the ticket was closed. There is NO way to get an actual person on the phone and frankly, I'm tired of being talked down to by some barely computer literate fool making minimum wage. I stated the problem clearly and concisely from the very first e-mail and they kept acting like I was some kind of idiot. They have decent parts and some of the best prices but their customer service is absolute ****."
"Ordered Brakes for my Toyota. They said it was shipped i never received it. They refuse to send me new one or credit."
"Shipped two brake rotors back in one box, mistake I made and I understand the cost, BUT only getting credit for 1. No one to contact, I can't find an email, phone number, nothing. This is after I convinced the company I work for to try Rockauto. Guess what, they lost me as a customer, they didn't get a new customer, and after talking to my two brothers they lost two more customers. I asked my brothers to spread the word."
"First make no mistake, their warranty is worth nothing, if they ship you the wrong part or in my case defective parts (a pair lower control arms) they will charge you higher shipping cost for the replacement parts and even higher shipping cost for the parts you return, to a point that it is not worth it. In my case, the shipping cost was about $40 for two control arms, then it cost me about $70 when I ordered one replacement under warranty and then they wanted to charge me about $110 to ship the defective part back to them. In addition, they don’t bother indicating on the shipping label that these are replacement parts therefore you are paying sales taxes all over again. And all this doesn’t include that you have to reinstall the part which in my case I was lucky to be able to do it myself but a mechanic would have charged me an extra $300.
They ended up making profits on the 3 parts I got from them and I had to pay $267 on top of the original cost of $430 to get the third part under warranty.
I predict that they won’t stay in business another decade, online business is tough if you don’t take care of your customers
I got my lesson, I won’t deal with them anymore.
"
"Inferior part failed 3 times"
"I ordered parts on the basis of the discount I expected to receive from discount code. Website process for discount code is unclear, essentially you have to put a code in a box called “how did you hear about us.” You get a response that says thank you whether or not you entered the code correctly. Doesn’t say I code invalid so you assume discount will be applied later. Order goes through at full price and customer service says too bad, the discount code entered in the box wasn’t correct, so you’re charged full price even if you would not have purchased at that price. Dissatisfied with rockauto experience. "