"I submitted an order and realized I was missing an item. The shipping is very expensive so I wanted to get that item on my order. I tried to modify my order within 5 minutes of submitting it. The only thing I could do was cancel items. In the process of cancelling all my items, I was locked out because the remaining items were "In processing". So I was stuck with a half order. If I want to get the other parts I have to submit another order. I have went through the RockAuto interface and confirmed that because they have literally zero customer support it will cost my family $173.00. "
"Purchased several items from RockAuto. EVERY item sent was incorrect! Every. Single. Item. At this point the vehicle was taken apart expecting receipt of the parts. We go online to look for a phone number or chat ... they do neither for customer service. You can report a problem via their online service. However our problem didn't really fit for that as the entire order was wrong to no fault of our own. I sent an email. The response I received was cordial and apologized and offered a refund after 3 business days of the return. I responded that I found that resolution unsatisfactory. I asked for the correct parts to be overnighted (obviously once the return shipped) and was told no they don't do that. I asked to speak with a manager or someone higher level. Received a response from Mark S who said "
Thank you for your reply. What Ashley told you is true, refunds are issued back to your original payment method within 3 business days after tracking information shows our warehouse has received your return. We will email you when the refund is issued."
I never doubted the truthfulness of her statement. Mark S, I hope you see this review. As I tried to reply to you to explain that, I was unable because you CLOSED THE TICKET OUT so I could not reply. That tells me all I need to know about RockAuto. You really don't care about the customer. Your apologies in that case are insincere.
We are a family who grew up in family business. I have MANY years of retail management experience of multi million dollar locations as well as several years experience in brand reputation management. This is poor business practice. When your business fulfills an ENTIRE order incorrectly you make it right. It didn't seem that you cared that the vehicle was apart while waiting for a resolution, or that you cared to address that NONE of this was our fault and in fact was fulfilled entirely wrong, further you did not go the extra step to make it right. Nothing was even addressed at how you will handle this issue going forward to ensure accuracy. I was SHOCKED at how this was handled as friends and family recommended you. We have since repurchased the parts from a competitor. For $20 more we will receive the parts tomorrow as well as a phone number to call in the event of an issue. Worth it. Sadly as I look online at your review reputation I can see I am not alone in my frustration with your poor customer service and business practices. That's unfortunate. The parts have been shipped back and I await the refund.
"
"Site was easy navigation ! Part top of the line with good price! Shipping faster than Superman ! Why they have a low review doesn’t make since.I’m putting you on my favorite list for parts! Thank You! Steve from Saint Louis Missouri! "
"If I could take my one star away I would no customer service to find out why your item was shipped 4 days after purchase one day before it said it would be there ended up being 8 days later ridiculous should not be acceptable I couldn't remember why I stopped using them now I remember they're shipping and no customer service tells you right there they're not out for the people avoid it all costs horrible horrible horrible"
"Received item that was listed as compatible with my vehicle. Upon receipt, saw it clearly was not compatible. Verified with local dealer. Believe the manufacturer made a change due to Covid-related supply chain issues and it wasn't well communicated. Asked Rock Auto to split the shipping costs because it's not really my fault OR theirs; they refused. Submitted BBB complaint; The refused to help. The people here come across as hostile and hellbent on being right at all costs - even if it means bickering over < $10, losing a customer, etc. "
"I bought for years. No phone, no chat, no email. Parts listingS, many, are wrong. RA shipping out and returns are expensive. Not discounted shipping, cheaper to send on my own. Clearly they are profiting like Ebay does off shipping. Amazon and Ebay better. Another get rich company screwing the consumer."
"They sent me the wrong parts again first one was $20 not a big deal just let it slide I ordered CV axles and now I spent 40 and shipping for them now I have to spend 20 and shipping back $60 I will not be getting back and there's no customer service have fun"
"I bought 2 hood struts for my cadillac from RockAuto. I've been too busy to install them for several weeks, but today opened the package to install them. One of the shocks is dead, covered in oil, leaking out of the package. I tried to contact RockAuto but there is no email address, no phone number to call, no customer support pages, etc. All automated, and their web page say 'too bad' after 30 days you are on your own. So now I paid for 2 struts + shipping, and am left with 1 usable strut. That makes RockAuto's prices VERY expensive...and leaves me feeling cheated. If I had bought from Amazon instead it would have cost $5 more, but they ALWAYS back up the customer, ALWAYS answer support requests, and ALWAYS stand behind the products they sell. I suggest you buy from Amazon instead."
"I bought spark plug wires from them that did not fit as they should. There is NO contact phone or email. They make you jump through hoops answering questions to get to a point for a unpaid return label which they denied to let me print out because the cost was higher than the cost of the item. It told me to ship it on my own if I wanted a refund. Isn’t that nice! I shop extensively online and will NEVER again buy from this ripoff company. What absolute disregard for the consumer. I should have reported that I never received the item so I could stick it to them."
"Ordered GM lower control arm. When I received it it was just lose in extra large box. The ball joint was damaged. The rubber boot was torn. It was next to impossible to contact anyone. And I had to demand someone call me. When they did they didn’t want to pay if I repaired. Only $25.00 they reward me to replace the boot. I hope the ball joint is ok.
Never ever buy from them. No one to talk to when ordering and they don’t care about packaging. "
"Unless I absolutely need a part yesterday, I always order online and usually at rock auto. As others have stated I have gotten a wrong or even damaged(in shipping) part probably 5 times.. out of 1000 parts I’ve ordered. And seeing as I saved 50$ on each of those 1000 parts vs a chain auto parts store, I’m happy with it. Return can be a hassle but usually they tell you to keep the defective part and just send a new one. 10/10 would recommend "
"After purchasing the EXACT FIT catalytic converter on 3-29-2022, I didn't actually receive the part until 4-7-2022. I didn't actually unpack the EXACT FIT catalytic converter until I had access to a lift on 5-7-2022 and I was dismayed to find out after removing the old catalytic converter that the EXACT FIT catalytic converter that I bought from RockAuto didn't fit. When I attempted to get a RMA I found out that they have NO Customer Service Dept and that they wouldn't accept my return. I had to put the old one back in and now I have a new one that doesn't fit and that I can't return. Beware. Don't buy anything from RockAuto. I'd give them less than 1star if I could."
"Just because it has taken me over 30 days to have the time to replace my front struts that I bought from Rockauto, they will not allow me to send them back for the right ones beings they sent me the WRONG ones. I have already had to send back the rear ones for the right ones. I am a single mother of three girls, so I do not have much time during a week to replace car parts beings i work full time. I work on my car myself. Now I have the wrong front struts for my car and I cant change them out. HEY! THANKS ROCKAUTO! I wont be buying parts from them again, and I have bought parts from them for several years now. So forget it. I will use partsgeek from now on. "
"Ordered struts for my caddy because the price was lower than local for genuine parts. After mechanic installed they discovered one was defective. The process of returning a defective part is very difficult as well as expensive. The biggest thing is you pay shipping in the first place, then you pay shipping to return and then shipping for replacement. Totalling way north of $100. I would have been far better off paying the higher price with far less difficulty. Why should the customer have to pay shipping to return a defective part? Never again."
"Order #204878481
Always gave praise, After this pass experience with rock auto, I will not recommend them to any of my 300 plus clients anymore!!!!!!!
I placed an order, picked overnight shipping for $56.99. The online confirmation stated Friday by 8pm. The carrier was FedEx. Package arrived at a FedEx location at 9am the next morning. Could not get my package because Rock Auto has restriction on picking the package up.(bad business)
Delivery stated Friday by 8pm, did not get my package until Monday!!! My client had to cancel his trip, no later than Saturday morning.
Just like the other reviews mention, the quality of service, reliability has gone down the drain!! On scale of 1 to 10, (10 being good, I give a -5. If you have a shipping issue you can count not getting a refund!! (Quote “there is no way I can give you a refund on shipping cost!!) my opinion that’s the least they should do, take care of there customers!!!! Not Rock Auto they don care about there customers #204878481.
"