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4.1 1040 Reviews

RockAuto Complaints Summary

0 Resolved
222 Unresolved
Our verdict: Engaging with RockAuto at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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RockAuto reviews & complaints 259

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Newest RockAuto reviews & complaints

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D
10:21 am EST

RockAuto 2001 mercedes ml320 rear passenger window regulator and motor

I bought this in marcy 2017 and it failed in january 2018. I went online to see if it was under warranty and could not tell as it said something vague like various manufacturers. I tried online "customer service" (using the term loosely) and got no information other than sherry who was a patronizing [censor]! She told me to look on the web page vs. Just answering my simple question about my order. I then called corporate and got an [censor] receptionist who did a great imitation of a parrot and then hung up on me. I lastly submitted another complaint online and got cory who was another useless [censor] who told me the same thing again, refused to look up the warranty and then refused to escalate my complaint to a manager. Rockauto sucks! I have purchased from them for years and they have converted into something worse than parts geeks! I bought another regulator with warranty on amazon (free shipping vs. Rockauto's confusing and costly shipping) and it was over $30 less with no shipping. I am not doing business with rockauto ever again!

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2:16 pm EST

RockAuto Fuel tanks

Ordered 2 replacement fuel tanks for my 1984 K10 LWB pickup. Parts ordered were based solely on the criteria listed in their catalog, working down the selection tree based on model, year, style and wheelbase. Parts shipped were 20 gallon tanks, as per their catalog, parts actually needed were 16 gallon tanks. No Customer Service number listed on their website, sent an email describing the situation. Received a call back basically stating "too bad, so sad". They will issue a store credit upon return, but I have to eat shipping, both ways. I explained that I had ordered verbatim from their catalog, and it does not even list a 16 gallon tank being available for the 4X4 long wheelbase. Representative said it must be right, as they don't have a big return history on the item. Told him not interested in a store credit, as I will not be doing business with them in the future. Representative did not even seem to care. Hello LMC Truck and Brothers Truck for future orders on this restoration and any other parts needs.

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11:21 am EST

RockAuto Shipping

I ordered an ignition coil for a 2001 Chrysler PT Cruiser on November 20th 2017, and i also paid $15.99 for the 2 business day express. It is now November 26th and i still dont have my [censor]ing ignition coil! This was my first time ordering from this company and i am not pleased and also pissed the [censor] off at this point. I missed going to my family Thanksgiving dinner because my part was suppose to be here the day prior to Thanksgiving! I would greatly appreciate to get my $15.99 back since i basically paid for delayed shipping! I did not order the part on my own account because i had my mechanic order it from his since i did not have an account of my own. His name is Billy Merrill. He tracked the package yesterday morning and it comfirmed delivery for that day...but IT STILL IS NOT HERE! My confirmation order number is [protected]. The address it is suppose to get delivered to is 3787 Burr Street Gary, Indiana 46408! If the part is not here by tomorrow, i dont even want it i would like a full refund! If it does come tomorrow, i want a refund for my payment of $15.99 for the supposed 2 Business Day Express in which was a complete bogus [censor] lie, probably just to steal money from people that really dont have! Really at this point i dont even want the [censor]ing part from your unorganized thieving company! I would rather just get my money back and just go buy it at [censor]ing AUTO ZONE! I was Leary from the beginning b4 i even payed for it, but i was curious as to how fast you can ship your items out, in which you are basically charging the same Damn price as any auto part store bc u have an extremely over priced shipping charges if u want the part to come faster than a [censor]ing month! This website is a joke! I will NEVER order from your company EVER AGAIN! I am completely unhappy with your companies customer service! And then you have a contact number, BUT YOU CANT EVEN COMPLAIN TO AN ACTUAL HUMAN BEING! This is outrageous and i am shocked that a supposed professional company like this, is really this unorganized and disrespectful to actually take money from someone who specifically paid for their item to be shipped early and then not get the item until 6 days or more have gone by! How do u expect new customers to continue to buy your products if you cant even get their first order right? Pathetic! Never again...never again will u get my money! And i expect that extra shipping charge that i paid for to be refunded and back on my card ! Never in my life have i had to deal with a company that can't even get a new customers FIRST order right! Just down right RIDICULOUS!

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1:40 pm EDT

RockAuto My item I ordered has not arrived on time

You have to have the worst system in the world! NO Customer service AT ALL! I will NEVER order from you again, and I will tell Everyone I know about this! My tracking status has been the same for over a week, shipped, arrived in Stow, Ohio and nothing else! 9374869903502313693956 stuck there since October 29th! I ordered this Believing it would come on time before my air bag blows up in my face, and not having a horn! You are putting my life in danger making me wait until something bad happens. I contacted DHL and they say they cannot help, YOU are responsible!

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3:21 pm EDT
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RockAuto Defective parts

I ordered a slave cylinder from rock auto for my car. the mechanic installed the part as was recommended by the warranty. The part turned out to be defective and now i am left with a high bill to the mechanic and no vehicle because rock auto denies that their part is faulty and that it is my problem for going with a mechanic. at least they could cover a part of the bill as they screwed me over with the part.

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7:04 pm EDT

RockAuto 3-pack ignition coils

On October 03, 2017 I purchased a set of ignition coils from Rockauto, Order number#:[protected] in the amount of $34.46. I followed all the venue's for a proper return and a refund, thaey denied any actions tfor me to return the items for refund and stated they no longer accepts customer service issues via telephone anymore, I posted my problem to the email address they provided and still my issue is being ignored. I have a store credit with them approximately $5.00 and would appreciate if they would honor my 30-day refund for the ignition coils.

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Update by Gene Fenderson
Oct 22, 2017 7:29 pm EDT

Today is October 22, 2017 and my complaint about Rockauto's customer care concerns really stink once you found out you exhausted all necessary measures pertaining to a civil and reasonable solution to the small business related issues/problems.

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4:26 am EDT

RockAuto Don't care about customers

I was about to make an order but looked through all the reviews on this and other sites and was shocked a little. However, they didn't answer my questions and I decided to contact CS before ordering. Yeah I like taking risks lol. anyway, I didn't reach them, the line was constantly busy. I think you should pay more attention to the way you treat customers.

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9:58 pm EDT

RockAuto No customer service and terrible shipping

I purchased 4 shocks and 2 fog lights. The shipping department boxed up the fog lights in the same box as the 4 shocks... Box arrived and fog lights were broken. Called customer service and was told that I had to go online to process complaint. Their customer service does not handle complaints or fix anything. Terrible customer service and very stupid idiotic shipping department.

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12:36 pm EDT
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RockAuto Defective or wrong parts

It's being a terrible experience with the purchase of Monroe Struts from RockAuto. First there were wrong miss-matching parts in the boxes. Once informed, they quickly sent the correct parts. Then, the left side Strut assembly that came with the original Order was a defective and RockAuto has graciously sent a refund/replacement. Again, shortly after installing the replacement part, I found out that the Strut mount that came with the assembly is defective. It started giving a noise every time the wheel is turned either way. I took the car to the mechanic and confirmed it was the bad strut mount.

This time I did not want to go through the return because all this time, I only lost money for the inspections by mechanics, install/reinstall, shipping of these defective parts, as well as taking time-off from my work several days.

The important discovery is this: the struct mount that came with the original assembly is not an actual Monroe part, according to the auto shop, who all the time deals with Monroe parts. They said it is definitely not a genuine Monroe part.

I am really, really pissed-off with this transaction and feels like I was cheated with fake parts.

Original Order # [protected] (07 / 27 / 2016)
Replacement Order # [protected] (03 / 28 / 2017)
Client ID: [protected]@hotmail.com
Name: Oswald Jayatunge
Approximate loss of money: $1, 000 (counting all the expenses to mechanics for installation, removal, re-installation, inspection, shipping, un-paid leave days from work)

I have attached photos of the defective part pulled out from the Monroe Strut assembly. I purchased a real Monroe part from a local Monroe dealer, and when it is compared to the part that pulled out from the strut assembly, it was different. Picture of the the retail package of the new part is attached too.

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6:23 am EDT

RockAuto Shipping issues

I paid quite a lot of money for overnight shipping and they failed to deliver my order on time! It took them 3 days to deliver my order and I wasn't happy with that.
Customer service rep wasn't able to explain what actually happened and why did it take so long. Another thing did not like was when refused to refund the money I paid for fast delivery. That was not a good thing to do.
I total all I can say is that I received bad service and lost my money.
RockAuto gave me nothing but headache.

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10:09 am EDT
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RockAuto - Fraud

RockAuto.com company is fraud. Sent me the wrong parts and claim I have to pay restocking and reshipping and still they tell me they won't give me any refund. Complete fraud! Checked the compatibility of my vehicle with parts even and they still sent the wrong parts claiming it was my mistake for ordering them even though the site said they were...

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4:00 am EST

RockAuto Don't buy from rockauto!

I bought a part for my car from www.rockauto.com and when I made my order I followed all the instructions and I'm 100% sure I ordered the correct one. When my order finally arrived (delivery took a bit longer than I expected) I realized that part did not fit! I contacted their customer care and explained the situation, and their rep said that I probably made a mistake while ordering. I tried to get an exchange but they refused to ship me a replacement part. I told them that I wasn't able to use the part because it did not fit my car and their terrible rep said that next time I need to be more careful and check my order! What a terrible customer service! Well, I'm sure I'll never buy anything from RockAuto ever again!

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MM Greenfield indiana
Greenfield, US
Sep 20, 2022 9:22 am EDT

i accidentally put the wrong year on the order and had to pay to return it, that was $100.00 cost for $300.00 part. don't hit the wrong part, there photos are so small you cant really see it and if you put the wrong one it will cost you believe me i know. no more parts from them for me, Mark Michael Greenfield Indiana

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Alan Siegrist
, US
Jun 08, 2021 11:38 am EDT

There part listing is wrong order a bolt for a leaf spring it is about 1.5 inches from making through the mount there is no email listed web site keeps taking you to the order page just a big circle

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dctrhld
, US
May 01, 2018 3:12 pm EDT
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I just ordered a part from them, who knows if its right or not. Customer service, I think not, family owned and operated, I think not. The family is probably out to lunch permanently I could get no customer service, no questions answered, nothing, even the geek I talked to on the phone, he referred me to the website. He said I could receive advice there, WHAT A FREAKING JOKE, there was noooo one to answer my question, I had only one question, it was about a Ford engine, no problem I went elsewhere for the answer. If the previous part that was ordered hadn't been ordered from them I would have gone elsewhere. It only takes me one time to learn something new, and, what I learned from this is, DO NOT, DO NOT EVER ORDER ANYTHING FROM THIS SITE, THEY ARE A RIP OFF, AND CUSTOMER SERVICE, HA, there is none. So if you are looking for auto parts save yourself some time and just go to your local auto parts store, you will be glad you did and you'll come away without any headaches. RA, you are a jokebox, just close the doors and nobody will even know you are gone. Thanks for wasting my time.

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Karl Stark
, US
Feb 24, 2017 10:02 am EST

I'm a former RockAuto employee and I assure you that your problem and their unwillingness to assist you is standard operating procedure. The RockAuto catalog is chock full of errors so you stand a good chance of receiving the wrong part, even if you order correctly, according to their catalog. The customer service staff is young (20's) and often working their first job out of college. They have no automotive knowledge and, if presented two parts, side by side, couldn't tell a ball joint from a tie rod but all of them are earning more than $100, 000 annually. Because they are so well compensated, they figure they must be smarter than the customer and this attitude comes through in all customer interactions. They think they're smarter than you. Incidentally, RockAuto owns no warehouses. They don't own a single part. They rely on independent warehouses to fill their orders; RockAuto is just a middleman. RockAuto management understands that they treat customers poorly but, with the number of folks ordering online, they simply don't have to care about the individual. By making it nearly impossible to refund or exchange an item, they got your money and...there will always be another customer in the queue...

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Godworker
Dsm, US
Feb 06, 2021 8:36 pm EST
Replying to comment of Karl Stark

Don't buy cars or parts from sketchy places unless you want to support gangs, BLM, car theft rackets.
Seems like a way to launder stolen cars.

ComplaintsBoard
D
6:45 am EST

RockAuto Not worth

Rock Auto is the worst company I have ever deal with! I contacted Rock Auto customer service many times and asked for a refund but they literally said they will not refund me. I argued with them so many times and was already sick and tired of everything. These people are extremely unfriendly and they don't care about their customers! I deleted my account and finally got rid of Rock Auto. But unfortunately I never got my money back!

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Tacit1717
Markham, CA
Apr 03, 2022 8:44 am EDT
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I paid for an item using as a bill payment from my bank (TD Bank) to Rock Auto. Rock Auto claims they never received the payment. I followed this up with and email and still same response. I asked my bank to provide proof that they received the funds. This will take 30 days. I let Rock Auto know I have done this . No response after 5 days.

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Karl Stark
, US
Feb 24, 2017 10:08 am EST

I'm a former RockAuto employee and I assure you that your problem and their unwillingness to assist you is standard operating procedure. The RockAuto catalog is chock full of errors so you stand a good chance of receiving the wrong part, even if you order correctly, according to their catalog. The customer service staff is young (20's) and often working their first job out of college. They have no automotive knowledge and, if presented two parts, side by side, couldn't tell a ball joint from a tie rod but all of them are earning more than $100, 000 annually. Because they are so well compensated, they figure they must be smarter than the customer and this attitude comes through in all customer interactions. They think they're smarter than you. Incidentally, RockAuto owns no warehouses. They don't own a single part. They rely on independent warehouses to fill their orders; RockAuto is just a middleman. RockAuto management understands that they treat customers poorly but, with the number of folks ordering online, they simply don't have to care about the individual. By making it nearly impossible to refund or exchange an item, they got your money and...there will always be another customer in the queue...

ComplaintsBoard
R
1:10 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

RockAuto Missing parts on a/c compressor

I bought an A/C Compressor and when I got it, it was missing parts that should be with it to function in my car. It was missing a pressure switch and pressure valve. Rock Auto kept ignoring my emails and a PayPal dispute I made claim of. I called Rock Auto up and explained the problem and they said the company they go through that is named GPD doesn't supply those parts with the compressor. They said I had to go buy them. I just paid $189.79 not including shipping for it and close to $20.00 shipping.

Those parts should of been installed in the a/c compressor during the rebuilding process. Rock Auto should have stated on their website those parts are not included with the compressor; but they did not. I would not have bought it knowing two parts were missing that are very important parts that must be in that a/c compressor. I wasn't aware of the problem until it got shipped to me. That is not a complete rebuild at all to leave out two very important parts.

I asked them more than once for a prepaid RMA to ship it back; but they decided to make me pay to ship it back. That is totally wrong. I spoke to customer service at PayPal and the representative agreed what Rock Auto is doing to me is wrong. This is just plain out bad business practices and I will never buy parts from them ever again. They lost a good customer that bought 100's and 100's of dollars in automotive parts from them; but never again will I buy anything they sell.

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MkStItCh
West Seneca, US
Nov 05, 2013 8:01 pm EST

Without seeing more info from you, I do not know if it was advertised as NOT having these parts.
Year Make Model Engine...

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1:56 am EDT
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RockAuto Sent wrong parts

Rockauto - sent wrong parts then offered me 1/4 credit

I ordered 2 door seals for my 99 PSD F250.RockAuto THEIR Customer Care sent me their part #'s & link to order.

I ordered & gave them to my mech. He died 3 weeks later. It took me almost 6 months to get the seals back from his widow who was having a hard time dealing with her loss. When I had my new mech. he tried to install them we discovered they were the completely wrong item. Contacted Rockauto CC & was told they had it listed wrong in their catalog & it was their fault but they could only refund 1/4th of my cost due to it being too long, .Later I explained that was not acceptable & I wanted a FULL refund in an email to cc;. Since then they offered a little better than a 50% refund which I denied again:.

Now they will not refund anything & I am stuck with 2-useless door seals!.
Does anyone know how to contact the owners Jim & Tom Taylor?Please help & thank you.

ALL I HAVE WANTED FROM THE BEGINNING IS A FULL REFUND INCLUDING MY S/H CHARGES. $51.00 Their mistake & we are not dealing with a perishable item with an expiration date so they can re-sell it & recop their loss. I cannot recoop any money by keeping them.
Please assist.

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Waynee
, US
Jul 26, 2017 5:02 pm EDT

Had similar issue & they treated me same way, me & whoever I can tell will never buy anything from these rip-off [censor] again!

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user1701998
, US
Jul 26, 2017 2:30 pm EDT
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Today I received a package from rockauto that I thought was the liftgate glass hinges for my ford escape, it turned out to be an oil dipstick.. Totally different part numbers. Who is packaging and mailing these out. The return website is a joke as they don't have the right questions that you would need to get answered and absolutely forget about contacting a live person, just an automated b — . This is the first I have used this company and the last if they don't fix this right away as I need those hinges. Where do they want me to stick this wrong part?

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12:07 pm EST

RockAuto They shipped the wrong part in the right box

Rock Auto really let me down. They shipped the wrong part in the right box. I tried Emailing them with their quick Email that`s highlighted, but did not get a reply due to settings in my computor they explained. They would not help with the wrong part they shipped in the right box because by the time I phoned they said SO SAD after 30 days it`s plainly written no help from them even when they put a completly different part in a box labelled correctly with part I ordered.

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8:27 pm EDT
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RockAuto Rockauto does not stand behing their parts

I purchased an AC condenser for my car from Rock Auto in May 2009. In less than 24 months, the condenser had corroded out and all of the refrigerant was gone. I called Rock Auto customer service and was told that since the supplier had been "bought out", that the original warranty was no longer valid. How is this my problem? I am out not only $100 for a new condenser, but an additional $150 for a recharge at a shop. After spending a good $1000 or so there in the past couple of years, I am done. I would have been happy with a credit on a new part, but they did not offer anything, zero. They don't stand behind their product.

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BillFR
, US
Apr 20, 2019 11:51 am EDT
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Customers have got to stop buying from them

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2:44 pm EDT

RockAuto Defective merchandise

I purchased a replacement water pump and optispark distributor cap and rotor kit from rockauto. The parts arrived on the date promised and looked fine. The disributor is mounted under the water pump in the chey lt-1 motor so removing the pump drenches the distributor with coolant. The cap and rotor kit are very expensive at $135 a set so you can only change this when changing the water pump.

I removed the old parts, installed the new parts and refilled the cooleant. The new pump leaked soaking my new distributor. When I called for a replacement pump, I was told I would have to return the old one before they would ship a new one. When I explained that my car was disabled and that I had to rent a car to get to work they did not change their policy. Finally, I was forced to order a new pump before they would ship one out. This whole fiasco cost me 5 days of a car rental ($265), another charge to my credit card and a resoaking of my $135 distributor cap. I have yet to receive a credit for the returned pump. I will never place another order with this company.

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4:41 am EDT
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RockAuto - Poor service

On may 26, 2010 I purchased 2 ball joints mevotect mk9643 from www.rockauto.com and I installed them on my 2000 honda accord. Shortly after the ball joints were installed, I noticed that the ball joint boots were falling off. I then ordered another pair of ball joints from www.rockauto.com on aug 2, 2010. On october 11 I had my car by my mechanic and had...

Read full review of RockAuto and 35 comments

RockAuto Customer Reviews Overview

RockAuto is a popular online auto parts retailer that has been in business since 1999. The website offers a wide selection of parts for all types of vehicles, including cars, trucks, and SUVs. The company has received a lot of positive reviews from customers who have used their services.

One of the most significant advantages of RockAuto is their extensive inventory of parts. They offer a vast selection of parts from many different manufacturers, making it easy for customers to find the exact part they need. Additionally, the website is easy to navigate, and customers can quickly search for parts by make and model.

Another positive aspect of RockAuto is their competitive pricing. Customers have reported that the prices on the website are often lower than what they would find at a local auto parts store. The company also offers regular promotions and discounts, making it even more affordable to purchase parts from them.

RockAuto has also received praise for their customer service. Customers have reported that the company is responsive and helpful when they have questions or concerns. Additionally, the website has a comprehensive FAQ section that can help customers find answers to common questions.

Overall, RockAuto is a reliable and trustworthy online auto parts retailer that offers a vast selection of parts at competitive prices. With excellent customer service and a user-friendly website, it's no wonder that the company has received so many positive reviews from satisfied customers.

RockAuto In-depth Review

Website Design and User Experience: The website design of RockAuto is clean and user-friendly. The layout is intuitive, making it easy to navigate through the different categories and find the desired products. The search function is efficient and provides accurate results, saving time for users. Overall, the website offers a seamless user experience.

Product Selection and Availability: RockAuto boasts an extensive selection of auto parts and accessories. They have a wide range of products from various brands, ensuring that customers can find the exact part they need for their vehicle. The availability of products is impressive, with most items in stock and ready to ship.

Pricing and Competitive Advantage: RockAuto offers competitive prices on their products. They consistently provide affordable options for auto parts, often beating the prices of their competitors. Their pricing strategy gives them a significant advantage in the market, making them a go-to choice for budget-conscious customers.

Shipping and Delivery: RockAuto excels in their shipping and delivery services. They offer fast and reliable shipping options, ensuring that customers receive their orders promptly. The packaging is secure, preventing any damage during transit. Additionally, they provide tracking information, allowing customers to monitor the progress of their shipment.

Customer Service and Support: The customer service of RockAuto is exceptional. They have a knowledgeable and friendly support team that is readily available to assist customers with any inquiries or concerns. Their response time is quick, ensuring that customers receive prompt assistance. The support team goes above and beyond to ensure customer satisfaction.

Return Policy and Warranty: RockAuto has a fair and hassle-free return policy. They offer a 30-day return window, allowing customers to return products if they are not satisfied or if there is a defect. The warranty coverage provided by the manufacturers adds an extra layer of assurance for customers, ensuring that they can shop with confidence.

Trustworthiness and Reputation: RockAuto has built a strong reputation for being a trustworthy and reliable online auto parts retailer. They have been in the industry for many years and have gained the trust of countless customers. Their commitment to quality products and excellent customer service has solidified their reputation as a reputable company.

Overall Shopping Experience: The overall shopping experience on RockAuto is exceptional. From the moment users land on the website, they are greeted with a user-friendly interface and a vast selection of products. The competitive pricing, fast shipping, and excellent customer service contribute to a seamless and satisfying shopping experience.

Additional Features and Services: RockAuto offers additional features and services that enhance the overall shopping experience. They provide detailed product descriptions, including specifications and compatibility information, helping customers make informed purchasing decisions. The website also features customer reviews, allowing users to gain insights from other buyers.

Comparison with Competitors: When compared to its competitors, RockAuto stands out due to its extensive product selection, competitive pricing, and exceptional customer service. They consistently provide a superior shopping experience, making them a top choice for auto parts. Their reputation and trustworthiness give them an edge over their competitors.

How to file a complaint about RockAuto?

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3. Writing the Title:
- Summarize the main issue with RockAuto in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about your experience with RockAuto. Include:
- Key areas of concern.
- Relevant information about any transactions.
- Nature of the issue.
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