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4.1 37 Reviews 222 Complaints
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RockAuto Complaints 222

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H
4:29 pm EST

RockAuto Radiator

Order a part did not show up FedEx said they delivered it waited two days for the part ended up going to the auto parts store in just buying the part. Then it showed up now I'm trying to return the part and it is not working with their website no matter what I do I can't get a return label to return part. I can't get any help from rock auto. There is no way that I can get a hold of anyone in customer service either by email or by phone so I'm sitting here with this part and no way to return it. Very poor customer service from rock auto.

Desired outcome: Return part

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J
10:51 am EST

RockAuto Rock Auto fraudulent shipping offers.

I ordered a part from Rock Auto which offered the option of Next Day delivery, which they do not tell you that the service is not guaranteed though you pay over 20 to over a hundred extra dollars to have the part delivered overnight. I paid the extra money for overnight service and still have not received the part which would have already arrived via the ground service they offered.
I am still awaiting delivery a week later and Rock Auto refuses to refund me the extra money I paid for a service that they do not actually offer. You cannot speak to a service person via phone and when you complain via email they severe your communications with the company. Rock Auto is akin to Snake Oil Salesmen, avoid them at all cost!

Desired outcome: I want to be refunded for the fraudulent services that they offer but do not give.

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7:38 am EST

RockAuto ac delco part #504554 air shocks

Good morning, This isn't really a complaint but I bought these and they have been good but they started leaking. I tried replacing the O-rings and they still leak. I have tried to go through the return process but I don't know the order number and I can't file for warranty without it. I have nothing but good to say about your company (Thanks) You can reach me at [protected].
Douglas Larson.

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10:57 am EST
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RockAuto Turbo

I'm on my second turbo and the customer service sucks big time.

I need to speak to someone to reconcile this issue. I have a considerable amount of money tied up with two failed turbos combined with two mechanics fees and I can't even talk to anyone. I submitted my order number165229719 and the website doesn't recognize their own order number. Is this a joke?

Never again

Desired outcome: Reimbursement on shipping, parts and mechanics fees

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10:05 am EST

RockAuto Parts for jeep

Customer service emails blocked me from being able to email. My parts were over 30 days to return, which is the limit for the company policy. I ordered the parts according to their website and my mechanics is unable to mount them because they are not the correct part. Due to delays with covid and at risk members of family the part was not identified as wrong until 96 days later. I would like them to take them back even if they will not offer a refund.

Desired outcome: send me an RMA label

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J
1:15 pm EST

RockAuto Shipping

I ordered a catalytic converter on Jan 29th with promised delivery by Feb 5th. On Feb 1 I received an email stating that the part had shipped and should be received by Feb 8th. Today, Feb 9th, the shippers tracking page states that the shipment arrived at La Salle, Ill at 10:22PM on Feb 8th and that I will receive it in Torrance CA on Feb 9th. Not likely, so I called the shipper. They say I will receive my part on Feb 12th, a full week after it was promised to me by RockAuto.com.

The worst thing about this is that RockAuto has no customer service phone number and the only option I can find on their web site is to return the part.

If you need your part on time, DO NOT TRUST ROCKAUTO.com. They won't deliver and they don't care.

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6:33 pm EST

RockAuto Wrong Rotor sent, yet I have to pay to ship it back

I ordered 2 of the same rotors. Rock auto sent one correct part and wrong part, all under the same order #. I attempted to get a refund but the shipping cost is on me. I now have to pay shipping twice because they sent the wrong part. The charge should be on them for their mistake.

I tried to call customer service and cannot get anyone except an automated message. There is not email to reach anyone. No other auto company makes it difficult to reach customer service, nor have I had any experience paying to return a wrong part that was shipped to be based on the company's fault. This is the second time within 3 months this has happened

Desired outcome: Issue my refund and Rock auto pay to have their incorrect part shipped back to them.

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11:03 am EST
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RockAuto Shipping

I ordered a tie rod end adjusting sleeve, an inner tie rod, and outer tie rod and was not offered bundled shipping, while on other sites, the prices are similar, but I get bundled or free shipping all in the same box. It seems that all these parts should have been very close to one another in a warehouse (not all three separate warehouses) and I should have got a discount on the shipping. Order number was one for all 3 parts, no bundle was offered at checkout.

Desired outcome: partial or full shipping refund, order#[protected]

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4:30 pm EST

RockAuto Mopar RL854181 fuel injectors, 7 out of 8 were new, one was very used and the wrong part.

I ordered 8 new Mopar fuel injectors for my 2003 Dodge B3500 Ram Van, a daily use business vehicle. While installing the new injectors I discovered the 7th one, in the correct Mopar box with the correct part number, was actually a very used Bosch injector which would not even fit my vehicle. At that point I was an hour from the van being roadworthy. Now that business van is down for at least a week while Rock Auto resolves this screw up!

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12:31 pm EST
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11-17-2020 order #159512648 PA Cargo MRK9600G rebuild kit w/pistons. The kit I received has no pistons. This rebuild kit is listed in there catalogue with pistons and they are missing. they refuse to make my order right. I've included screenshots from there catalogue to show what I ordered and how it is listed. This rebuild kit is for a 2004 Ford Freestar...

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J
7:19 am EST

RockAuto Genuine gm headlamp sensor

I purchased a genuine GM headlamp sensor part # 22724772 for $21.47 . The part I ordered is supposed to be in a factory sealed package, when I received the part the shipping packaging was sealed but the factory packaging was opened. I plugged the part in, it was defective. RockAuto sent me a part that was obviously returned to them as defective otherwise the packaging would not have been opened, also the packaging list shows this part was shipped from the " RockAuto Returns Department". RockAuto will not send me a replacement part or refund my entire purchase price. I didn't pay for a used defective part, I paid for a new working part!

On 7/8/20 I purchased a SPECTRA PREMIUM fuel tank and pump assembly for $270.96. I installed the fuel tank and after filling with fuel, the fuel gauge would only read 3/4 full. I contacted RockAuto they said I could return it in the original box and the box couldn't be damaged or I wouldn't receive my refund. Well I damaged the box removing the tank from the box and I also couldn't return a fuel tank with some fuel left inside so now I am stuck with a vehicle that doesn't show the proper amount of fuel in the tank.

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R
7:08 am EDT

RockAuto Poor customer service. Will not refund shipping on defective items

Buyer beware: Bought two radiator hoses that indicate a direct fit for my car on the Rockauto website. Charged parts plus shipping. Parts do not fit. Returned them and Rockauto will not cover delivery charges. Not my mistake but I am out over $60. Expensive lesson. Contacted customer service and they refuse to review the case.

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9:28 am EDT

RockAuto Returns

I ordered a part and some oil from rockauto. I have ordered many parts in the past from them as I am a professional mechanic. They sent and billed me for a double order with seperate shipping charges. I tried to contact them. No help offered on phone. In order to return the extra parts I was required to pay shipping again. My opinion is rock auto is a sub par company.

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10:44 pm EDT
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RockAuto Cardone cv joint

I buy 2 cv joint from you, yes it's taken 1+ months to install on my work truck, which I need tomorrow, I finish one side start installing the second and find the cv joint is defective. Contact the website and see that you want me to pay to have it shipped back and then pay again for shipping on a replacement, i've already paid to have a new part shipped to me in the beginning. Please look into this and realize I paid you for a working part and the shipping you don't realize the bind work wise this has created my truck not being ready tomorrow let alone you want more money when it's absolutely your fault

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T
Tyrone Shoes
US
Feb 23, 2021 1:10 pm EST

same thing happend to me/ Im done with them

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R
2:00 pm EDT

RockAuto Delivery time

I ordered a part from you on wednesday the 26th of august 2020. I pay for the part to be delivered next business day well now it is saturday and have still not received my part. I will be shipping it back due to going to the auto parts store and being able to pick it up tomorrow. It is really bad when I may pay more but get better service and a part faster the what your express service is.

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9:48 am EDT

RockAuto Service

Had the parts they sent been the right ones to begin with I would accept your explanation. But they were not, I trusted your system to provide the correct parts that I ordered for the vehicle chosen, they did not. This is a project vehicle which doesn't get worked on daily or until fixed. Your decision to reject my exchange for the right part (that should have been shipped the first time) is arbitrary and inconsistence with smart business practices. As a project car restoration several more thousand will be spent on supplies in the next year or so on the project, none of which will be coming from rockauto. I just ordered another $200 in brake supplies this morning. And their will be other projects.

Your decision to not exchange and correct this issue, will not only cost you my business, but my associates as well and I will not recommend you folks to anyone, and let that be known whenever and however I can. In all my years doing vehicle restorations your the first to be so blatantly dismissive of a customers request. During this time I had another issue with supplier regarding a single part included in a kit of 7 or 8 parts. They exchanged that single part with another one of equal value without question once explained it was the wrong part.

What will resolve this issue is to exchange the two rear shocks and the steering stabilizer (approx. $70 valve) for the correct ones.

Seems to be very counter productive to good long term business practices. I am but a single customer, but do have influence and now motivation to let folks know your inconsistent policies to prevent others from being victim to this issue. A serious look at this return policy is needed as I didn't do anything wrong other than order from you folks.

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4:54 pm EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I purchased parts (brake caliper rebuild kits) that were specific to my vehicle. After receiving the parts I checked to see if they fit, 1 part did and the second part did not. I put the items back in the original boxes and attempted to call them but as I found out, there is no customer service to speak to, only online. They would not refund me or accept...

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10:36 pm EDT

RockAuto [protected] throttle body delivered damaged

Ordered a replacement throttle body part #[protected] 12/2019 and scheduled the install with my vehicle mechanic. Fortunately, this vehicle is not my primary vehicle and my mechanic was backlogged with work over the past 4-months. (Winter)

The part was left in the box after receipt and was never opened until install today 4/17/2020. The part box was not opened until today to be installed... and upon opening the part was found to be bent and non functional

Considering the box was not damaged in receipt, (See photos) I had no reason to believe that the part would be in such a damaged condition that it would need to be replaced. Hence, it was put in the box in the damaged condition by RockAuto

RockAuto states that damage is outside their 30-day return window and they won't honor a return. So they are selling damaged parts, hoping that the consumer won't complain within a ‘30 day' window so that you can pocket the $ and fail the consumer.

This is pretty bad customer service. Their failure to honor a valid transaction by delivery of a damaged part for $$ paid is fraud, regardless of 30-days

I expect that RockAuto would request and obtain a credit or refund on a defective or damaged part that they received from one of your suppliers, regardless of how long it sits on their shelf before they sold to a consumer who found it was defective or damaged.

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1:38 pm EDT

RockAuto cv intermediate shaft

Ordered part number SUR HY-3501 and upon disassembly of 2012 Hyundai Santa Fe 2.4L the part that Rockauto has listed, I ordered and received is different than what is on the car. They said I have to pay partial return shipping in order to get a refund. I have pics of the differences but that does not matter as they insist that the part they sent is correct.

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10:05 am EDT

RockAuto Order # [protected]

I received my order Friday, March 27, 2020. I reviewed the contents after preparing my vehicle to change all of the brakes and rotors. The brakes kit was supposed to be for a 2013 Honda Accord, LX, 4 cyl. I was shocked to find that the front rotors were used and rusty, repacked in the boxes. Then I checked the part numbers individually and found that the parts were all for a 2012 Honda Accord or Honda Element, not a 2013 Honda Accord.

I want a total refund for the parts and a prepaid shipping label to return the entire kit.

Please send the prepaid shipping label to my email, mark.[protected]@gmail.com.

I am a very disappointed customer.

Mark Logid,
[protected]

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About RockAuto

Screenshot RockAuto
RockAuto is a leading online retailer of auto parts and accessories, offering a vast selection of high-quality products at competitive prices. With over two decades of experience in the industry, RockAuto has established itself as a trusted source for car owners and mechanics alike.

The company's website, rockauto.com, is user-friendly and easy to navigate, allowing customers to quickly find the parts they need for their vehicles. The site features a comprehensive catalog of parts from top manufacturers, including ACDelco, Bosch, and Monroe, among others.

RockAuto's commitment to customer satisfaction is evident in its exceptional customer service. The company's knowledgeable and friendly staff is available to answer any questions customers may have about their products or services. Additionally, RockAuto offers a hassle-free return policy, ensuring that customers are completely satisfied with their purchases.

One of the most significant advantages of shopping at RockAuto is the company's competitive pricing. The company's low prices are a result of its direct relationships with manufacturers, allowing it to offer products at prices that are often lower than those of its competitors.

Overall, RockAuto is a reliable and trustworthy source for auto parts and accessories. Its extensive selection, competitive pricing, and exceptional customer service make it a top choice for car owners and mechanics alike.
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Overview of RockAuto complaint handling

RockAuto reviews first appeared on Complaints Board on Oct 13, 2010. The latest review Mixed Experiences with RockAuto, LLC was posted on Mar 7, 2024. RockAuto has an average consumer rating of 1 stars from 1040 reviews. RockAuto has resolved 0 complaints.
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  1. RockAuto Contacts

  2. RockAuto phone numbers
    +1 (608) 661-1376
    +1 (608) 661-1376
    Click up if you have successfully reached RockAuto by calling +1 (608) 661-1376 phone number 1 1 users reported that they have successfully reached RockAuto by calling +1 (608) 661-1376 phone number Click down if you have unsuccessfully reached RockAuto by calling +1 (608) 661-1376 phone number 0 0 users reported that they have UNsuccessfully reached RockAuto by calling +1 (608) 661-1376 phone number
    +1 (866) 762-5288
    +1 (866) 762-5288
    Click up if you have successfully reached RockAuto by calling +1 (866) 762-5288 phone number 1 1 users reported that they have successfully reached RockAuto by calling +1 (866) 762-5288 phone number Click down if you have unsuccessfully reached RockAuto by calling +1 (866) 762-5288 phone number 0 0 users reported that they have UNsuccessfully reached RockAuto by calling +1 (866) 762-5288 phone number
  3. RockAuto emails
  4. RockAuto address
    6418 Normandy Lane Suite 100, Madison, Wisconsin, 53719, United States
  5. RockAuto social media
  6. Jenny
    Checked and verified by Jenny This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024

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