"Most recently, an item was delayed. I contacted Customer Service via email (there is no telephone customer service) and was simply told to "wait it out". When the wait was over, they again told me to "wait it out" for another week and closed my Service Ticket. Another time, they sent me brake pads that were not manufactured to OEM. The best they would do was to send me replacements...not a refund. Again, there was no one to argue the point with. Yeah, they do have the cheapest prices but if you aren't happy with something you are all alone."
"Just bought a door lock assembly for my Lexus. Purchased it on a Sunday and it arrived Wednesday morning. It was an exact match to the Lexus part (Aisin). I installed it and works perfectly. Even with tax and shipping, RockAuto had the best price. Very happy with my experience."
"I ordered parts for my car and you shbipped some of the parts wrong, and now I have to pay for your INCOMPETENCE. YOU GUYS ****.
I WILL NEVER USE YOU AGAIN, AND WILL TELL EVERYBODY I KNOW HOW HORRIBLE YOUR COMPANY IS."
"Ordered a part from them they put the wrong address on the package. Would not help me change it to my actual address. Told me I had to wait for it to be returned and I would get my money back minus the shipping. I was in desperate need of the part now iv been told I have to wait a week to a week and a half to get my money back just to reorder the part. After this experience I will never use them again. Absolutely horrible customer service. "
"spent more than $600 in one month on parts, was treated like crap by this company - NOT RECOMMENDED"
"I ordered a number of items from these guys the night before and realized that some of the items I ordered were not needed. The next morning I attempted to get a hold of someone, which apparently you can't do over the phone anymore, and was only able to send an email for their "customer service". After attempting to cancel the order via email the customer service representatives were completely unhelpful and only gave me the read off the screen answer. They didn't even attempt to pick up a phone and see what the true status of my order was. They told me that the order and already been shipped and I was unable to cancel the order, which was a complete lie. After going back and forth with them I quickly realized they had no intentions of providing actual customer service, so I called both the credit card company and FedEx to cancel my order myself. Which was much easier than dealing with the incompetency of Rock Auto representatives. Myself and my family have ordered parts from Rock Auto for many years and have become extremely dissatisfied with this recent experience. The quality of the service provided has hit Rock Auto bottom. With that there is nothing else to credit this company with anymore seeing as NONE OF THE PARTS THEY SELL ACTUALLY COME FROM THEM. They are a middle man that does nothing except bridge the gap between a buyer and a seller. For being a family owned company they were SIGNIFICANTLY worse to deal with than both FedEx and American Express. Rock Auto has become a joke"
"I ordered 3 things and 2 have been sent but the one from Phx will take 10 days compared to the other getting here in 5 days but the third thing I ordered haven't sent yet and I cant even contact them to find out if it will ever even be sent and I needed all these things in 6 days and I'm still waiting to see if number 3 will ever even be sent to me "
"According to their own website
According to their own website, they sold me the wrong part, but, all their customer service is automated, essentially no customer service, so their website says since I bought the wrong parts, they won't take them back! What a joke."
"I needed a front hub assembly for my 2008 Cadillac SRX AWD. I needed this part in time to make a trip the day after it was scheduled to arrive. It arrived on schedule and I was preparing to install it when I noticed it was a RWD front hub. I thought no biggie I will call them and surely they would do the right thing and ship me the part I ordered overnight and I would delay my trip by a day. That is not what happened as they do not have a customer service phone number. I called the corporate office and was told no one was available "click". So here is how I was left....I am having to pay to ship the replacement part (ten dollars and change) that will not arrive until a week after my scheduled trip. I have shopped here for years and have had great product and service but cannot believe the only way they solve complaints by ignoring your issue. I would appreciate someone associated with rockauto contacting me to do the right thing"
"In the past I had no problems with receiving the order but this last order the order has not come and no date on delivery when you order a part and you need a part you need in time line so you have some idea when you're going to get the part and fix the car. When they give an estimated delivery time you expect somewhere that delivery date should be close to that time if that's not the case I cannot be using RockAuto services and I wouldn't suggest anybody to do that if you need a part and you need it soon you know when that they tell you the estimated time should be a certain time you are willing to wait that long we are paying delivery charges and we don't get the item on time it's not fair I'm not going to be using RockAuto anymore there's other auto parrs out there"
"My truck requires two thermostats. Reviews said I should only buy AC Delco brand. Rock Auto had them listed as, "AC DELCO OEM" thermostats. One was, the other was a Japanese knock off. I sent two emails to them, and both employees responded that they are not responsible for companies putting non-OEM products in the boxes. The Japanese thermostat was in a box with Japanese labeling, clearly NOT an AC Delco product. They refused to reimburse me for shipping or returning the products. Will never do business with them again, and will report this to the BBB."
"They lie about shipping products, then you can't reach them."
"BAD MASS AIR PUT IT ON AND DROVE THE TRUCK 50 MILES LIGHT CAME ON SAYING MASS AIR BAD, WILL NOT BUY AGAIN ON LINE"
"I used to love rock auto, spent alot of money and always recommended it to people. Well that stops today. I went on the website armed with my part number and easily found it. The pic was identical as expected. Ordered it and waited a few days, when it arrived I opened the box which had the right part number but the flywheel inside had a different number. Part was completely different, not even remotely similar. It kinda made me mad but I can understand mistakes happen, **** with customers waiting. So I file a return and explain whats wrong, sent it off and them b@stards have the audacity to charge me for the return shipping, for their stupidity! I tried emailing them to have this corrected, to no avail. They didnt reimburse me the full amount of taxes, or purchase price of part. This is terrible service and it angers me to be treated as such. I will no longer recommend ordering off rock auto to anyone, and I won't hesitate to tell them why."
"I paid extra for 2 days shipping. 2 days came and went and the package hadn't even been shipped. Tried to call rockauto.com. They do not accept customer service calls. I tried to file a complaint online, had to wait a full 7 days before they would allow me to do that. Finally filed a complaint and they reshipped the item. Saved a couple of dollars, not close to worth it! Will shop at my local brick and mortar stores from now on. DO NOT BUY FROM ROCKAUTO.COM!!! THEY ARE A FRAUD!!!"