"POOR CUSTOMER SERVICE
They need a bussiness leader in charge."
"Long time customer is now a last time customer. Order was supposed to be here last Friday but is still in transit. No contact phone number or email to talk to a live person. Can only report an issue on their website using your order number. Did they get it, who knows...NO LIVE PERSON ever contacts you. This company used to be good and I have spent thousands of dollars with them. They now lost a customer over a $30 dollar order and nonexistent customer service. "
"I purchased an Arnott replacement air suspension compressor kit from RockAuto, this is where the nightmare started. I received the compressor minus the kit they advertised making the installation plug and play.
Their advert states “The Arnott Air Suspension Compressor P-3431 is designed to replace the problematic Hitachi O.E. compressor. This Arnott air supply unit is built to O.E. specs and includes a bracket and cover so it can easily replace the OE pump and cover. This new compressor includes an integrated dryer, new relay, thermal overload protection, hoses and fasteners and comes pre-wired for fast plug and play installation. If replacing the OE Hitachi compressor a dealer provided software update is required.”
In the reply from RockAuto (Jerry) on 12 Mar 21 I was advised:
“We’re sorry for the problem with your order. We have asked our warehouse to look for the fittings and send them along with the relay.”
When I queried the shipment despatch on 16 March 21 I was told the following by RockAuto (Jen):
“I'm sorry for the confusion. We're still shipping the extra parts. The order says "Canceled" because we didn't notice that you were in Australia at first, so we have to ship the parts from somewhere else instead. We'll send you tracking once we have it, but that may take a couple of business days.”
Subsequent emails back and forward just resulted in nonsense replys from inarticulate staff, with a final email stating the kit does not ship with the items they advertise and I should source these elsewhere. Luckily for me I contacted Arnott direct and they acknowledged the problem and shipped the missing components via Express mail.
I will never buy from RockAuto again."
"crazy if you shop here. they sent me completely wrong parts, automated return process makes it difficult to express how wrong order was (3 parts ordered, 2 came), "replacement" function mysteriously stopped working, forced to ask for refund. free return shipping at first offered then mysteriously revoked. fully expecting more problems getting money back, and, oh, YOU CANNOT SPEAK TO A CUSTOMER SERVICE REP, as none exist.
the worst online merchant, stupid to use them, will absolutely never again."
"Horrible customer service. I paid for next business day delivery and 4 days later I still have not received my items. Aside from them making it quite difficult to contact them via their website, once I finally did, they basically said there is nothing they can do.
Since I paid extra for expedited shipping, I asked for that to be refunded since the service I paid for was not provided. They flat our refused and would no longer answer my emails.
Find another vendor to give your business to, these people do not deserve it.
"
"Business consisting of self righteous thieves who will do anything and make any excuse possible to not have to give a refund and if a refund is unavoidable, they will still try whatever possible to minimize the amount to be refunded. I had a defective catalytic converter for which they wanted me to pay for the replacement "initially" (priced over $60 more than what I originally paid) and I'd be refunded once they'd received the defect and they'd deemed it "structurally sound" (which the part manufacturer confirmed was neither a requirement nor an assessment RockAuto was qualified to make), but no shipping costs would be refunded. Originally I paid less than $23 for shipping which now they claimed magically increased to $156 and was the best price they could offer but yet I looked into myself and was quoted $30-40 from three separate shipping companies. Ultimately I decided to deal with part manufacturer directly, who after only a brief inquiry shipped me a replacement at no cost to me as well as a return shipping label for the defect. If you are looking for a reliable company to purchase parts from and will honor the warranties they advertise then I'd advise you to look else where."
"Used to be a good company and I, working in the Automotive industry, recommended them... now after a few years have gone by: Recently ordered a Carter fuel assembly; Rockauto shipped the cheaper, economy class part which they label as both "Airtex" E2244M for a higher price and as "ultra-power" for a price cheaper than the Carter: the scam is that when you go back and look, you'll think that the airtex, being more than the Carter, is a deal: it's just the same garbage part as "ultra-power". Then when one attempts to return it: endless cycles of online automated nothing: you are stuck paying 25 dollars more for the "ultra/airtex" or with shipping it back and paying more shipping etc. TOTAL SCAM NOW!"
"Never received parts as they didn’t want to compensate or help resolve "
"Got the wrong part new never used but can not return because its just over 30 days, no one to communicate with. they are like GHOST in the dark, So be careful price may looked good but in the end it will cost you more"
"3 terrible experiences in a row. Previous experience: that charged me per piece, for a 6 packages of vacuum fittings. I disputed with PayPal and WON. I figured rock auto had just hired some idiots, and this forced refund of $20 would out the idiot. I was wrong. Two weeks ago I ordered ujoints and suspension parts. I have gotten 2 emails since then. Same order number, date, and time stamp. The first email showed order confirmation and $128 payment from PayPal. BUT they had added $20 charge under amount due. Fortunately I screen shot my orders.( I guess same person that was responsible for previous order($20 PayPal refund), is still employed by rock auto. Just wasting everyone’s time and money. My last email shows every item canceled on my order. I’ve been waiting for two weeks for these parts. ROCK AUTO SHOULD NOW BE ON THE SCAMMERS LIST. They were a very good company, but now they operate no different than scam sites, except that their domain name is not new!!!!’"
"I have had very good luck with RA and use them often as I am restoring a 1979 Mercedes 450SL. BUT, you need to do your homework before shopping them. They offer very little information about the parts, and their supply changes regularly. So, you need to be very sure what your car needs before using them. I have had very good luck with their speed of shipping and the parts I ordered. I also returned one item without issue. They have really no customer service to speak of for questions about parts, but if you know what you need, and they have it, I would recommend them. Shipping is not always cheap, so even though they have a cheap item at first, check with other sites, because shipping on cheap items can be expensive. "
"I tried to buy a front brake, rotor & caliper kit for my 2005 Mercury Mariner. I received 1 rotor, it was the wrong rotor, I've tried looking up the order but it's not coming up & I can't for the life of me figure out how to get ahold of someone to return it. I'm completely furstrated & truth be told I'm **** off. I was charged $48.53 for 1 freakin rotor. This is enough to make my head spin. I may be a Woman but I know my cars & car parts. Throw me a freakin bone here. "
"My parts came in 2 days before the expected delivery date and are exactly what I needed. I got 2 hub assemblies for the price of one based on what I would've paid anywhere else. I've never had a problem ordering from Rock Auto, and will continue to do so."
"I wish I could give this company a zero rating. The first time I bought from them they shipped me the wrong part and patter fighting with them, they gave me a short period of time to drive 45 to the nearest shipping Center to send it out, which of course was missed because of the shorter hours due to COVID. My husband begged me to try them again. We tried his credit card and it came back saying there was an error, we tried my credit card, again said there was a proble. Then we used PayPal and that worked. Well turns out they charged both my credit cards. Of course they have no email or customer service number. Visa expects you to show proof you’ve contacted the company to create a dispute, which of course is impossible. Basically, buy from this company and YOU WILL BE SCAMMED. Between the 2 order, I’m $500 down the drain. "
"I purchased 2 controller arms for my car on 12/13 to be delivered 12/17. Friday 12/18 I track my package and see it made it from Smyrna, Tn. to Tracy Ca. at 8:58 am today. My package didn't show up today. Saturday I track it first thing after getting up and see it's still sitting at FedEx in Tracy with no scheduled delivery date. I call FedEx and get told to wait for it. I go to FedEx website and sign up to manage my shipments and get notifications. I still don't get my package. Sunday 12/20 I track my package and it's still sitting at FedEx no scheduled delivery date. I call FedEx customer service and ask if I can pick it up and get told no. I need to call the shipper to have them put a hold on it for pick up. I try to contact RockAuto and jump through the hoops to be told that my order is still in transit and not to come back until 12/29. There's no one to talk to just an automated system. I try again Monday morning and still can't get anyone from Rock Auto in person and my status is still the same. Don't come back until 12/29. Just wait for it and don't bother us. Nice. They care so much they don't even give customers someone to call. FedEx doesn't care and neither does Rock Auto. They got their money and to hell with the customer from there on out. We'll get it to you when we want to. So I can't go to work because I need that part to fix my car to get to work. This is going to be a great Christmas for a little boy who doesn't understand Covid 19 or why I'm so mad at some guy named FedEx. Try explaining that to him while we eat mac and cheese again for dinner. My package sits 12 miles away and I can't even pick it up myself. This will forever stop me from shopping online to save a couple of bucks no matter how few we have. I'm losing 200 a day not working. Three little kids just don't get it."