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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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L
6:55 am EST

RockAuto Blower motor 2000 gmc c3500 hd

Received wrong part... Not even close... Tried to save $150.00 by ordering online... Not worth it... Rock auto doesn't have a customer service you can call to get the right part... What business doesn't have live customer service.. Had shipped fedex at additional cost... Now must pay to return... And how about my time to try to fit... Re-pack and fill out forms and mail back... Have deleted rock auto... Never use again

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K
9:46 am EST

RockAuto Sent wrong part, won't accept return

I ordered a parts for my car via the rockauto web site. When my order arrived one of the parts was the wrong part. The web site said the part would fit my car and they shipped the part I ordered, but the part is not correct for my car. I tried to return through the website and it says it is not returnable. There appears to be no other way to contact anyone at rockauto. Terrible customer service. I will also be reporting to the BBB.

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Grizzly77
, US
Oct 28, 2019 1:53 pm EDT

RockAuto is the worst! Don't use them!

I ordered struts for my Ford Explorer. I didn't know that the struts wouldn't fit until I took my front end apart. Then RockAuto wouldn't replace them because I didn't return them within a 30 day time limit - which I didn't know about when I bought the struts. I thought I would get them and wait for good weather to install them. Big mistake. Now I have struts that I can't use and they won't talk to me because they have no human contact - not even a general complaint address.

Go to your local parts house and pay a bit more.

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V
6:53 am EST

RockAuto Refund

I order a part from them Returned it never received a Refund Donot order from Rock Auto youwill never get a answer from them or your money back I will be Reporting them to the better Buisnees they are not a good Company Beware I have tried to reach out to them still no answer You can not reach them by phone so you have to write a letter hoping someone will read and reach out to you I am very upset They must think peoples money grows on trees For one thing If your Company is making so much money from us Why not have Customer Service and Stop getting over onFolks Lesson Learn

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Update by Veronica L C
Dec 07, 2018 11:47 am EST

My complaint is is you donot send back the tracking number they will telyou that they never received the part and they have no way of showing that the part came back that is [censored] that is how these fake [censored] companies take your hard own money by saying we donot have customer service That is [censored] I am so dam mad Please go to Auto Zone Pepboys any where not Rock Auto that company should be sent to the Better Buisness Because of therer Reputaion Eveyone Please post on your Site I will be posting it Every where even the newspaper It is Christmas and I hope they loose so much

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B
1:12 pm EST

RockAuto Help! Order placed was not ours!!

Someone gained access to one of our bank card numbers (mine or my husbands) and placed an order in a large sum. One that DEPLETED our whole bank account!

I was unable to use my card on Saturday for a small purchase, so when I went home to check why, I noticed a deduction on my online bank statement to YOUR business.

The purchased was made sometime on Friday November 23...I don't know which of our card numbers was used as that doesn't show on my online statement yet.

The purchase total deducted was $561.58! (That is $30 more that what we had in the account and will now also have to pay an overdraft fee!)

We don't know what was ordered, or where it's being shipped to...but its NOT OURS! Please please please do not send the order and give us back our money.

My husband is on disability and I assist him. We are on a fixed income and that was all we had left to get us through till mid December (next check) There are also three more bills that are supposed to be taken out automatically and the funds are not there.

I understand and feel bad that you felt you had a sale...but please...we did not order anything from you. We don't have an account with your company, so I couldn't even check to see what was ordered or where it was going...on OUR money!

I will be going to our bank first thing tomorrow (Monday) to let them know about fraud on our account. But being a weekend, this has been horrible trying to get ahold of anyone and stop the process.

Please get back to us... please.

Sincerely,
Beth Edwards
[protected]@neo.rr.com

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D
11:27 am EST

RockAuto Order number [protected]

I needed intake valves for my Saab. All the information you provided indicated the ones I ordered were the correct ones for my Saab. But when I received them they were wrong. Found out they're for a Honda. I am 1) VERY upset that the information YOU provided indicated they would work for me. I NEEDED THEM! They were WRONG and 2) I have to pay for return shipping! Basically - I am paying for YOUR mistake! I am offended by that!

The cylinder head repair shop I went to, verified the part number you shipped for the Saab intake valve is for a Honda. By reference of the manufactures part number on the package.
The diameter and the number of keeper groves are wrong. Please change your database, so others won't find this same problem and have the wrong parts sent to them, which they have to pay to return.

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Telson Chang
Hilo, US
Jun 21, 2019 7:13 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

You know as well as I do that they don't care. Just show them the money. This site is just for people to let-out some steam after taking it in the rear.

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G
1:29 pm EST

RockAuto Ordered a left hand headlight assembly for 2013 ford f-150

28th August, 2018 Order No. [protected]
I ordered the correct part for the correct year. In fact it was generic for most models that year. The damage to my truck (after a deer hit me) was worse than first thought. Many brackets on other concealed parts were smashed all plastic. So I took it to a body shop technician to repair the extensive repairs and he said he would fit the parts bought from Rockauto. The brackets did not line up. Unfortunately there was a lineup to have my vehicle worked on which meant the 60 day expiry was up. A genuine Ford part that looked exactly the same fitted perfectly. The genuine Ford part was placed alongside the Rockauto part. Guess what, the brackets were not lining up.
I tried to get it returned and my order number was blocked? Reason:- allegedly the 60 day warranty period had expired. I tried calling their head office in WI, and the message on the answerphone referred me to the website and added, "they do not answer phone calls to keep the costs down".
Since the company refused to listen to a logical explanation they left me with no option than to contact my credit card company to refund the transaction. The duty I paid can be considered lost as the product does need to be returned to obtain an excise refund. Oh by the way, I explained all this on my customer review...Guess what, it was never published.

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B
12:32 pm EST

RockAuto Parts

On August 2018 I ordered has usual an engine thermostat for my Canyon 2008 order number [protected], for $27.79 the shipping charges were $4.99 bringing the invoice to a total of $32.78 I was surprised to receive an open box in the mail and clearly used parts inside, I contacted Rock Auto but never answered the phone an automatic system gave me the instructions for a returning the part to a warehouse in Miami, since this warehouse was located a few miles from my work, I drove there and tried to return the used parts the warehouse guys refused to accept it, so I drove away and shipped the part from a nearby UPS tracking number 1z361X790365560788 that cost me $9.76 the purchase and return cost me 2 hours work lost $40.00 plus $9.76 ups charges and $4.99 they shipping charges total loss $54.75 they refunded $27.79 only I asked for a total refund of my losses because Rock auto was responsible for mailing an used part. They didn't bothered to answer.

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D
12:56 pm EDT

RockAuto 80130436

Your web site shows a refund for my engine core was made to paypal on 8 Aug, after waiting for a billing cycle to happen contacted Paypal and they said you never transferred the money.

I cannot solve this with paypal you have to, I already contacted the vender and they have a credit memo # 0117149 were they paid you the core charge. I should not have to get this frustrated to contact someone to get this fixed.

My order number is in the subject line please contact me so we can get this resolved.

McGee

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L
11:16 am EDT

RockAuto Delivery

I ordered and payed for a oil pressure sender unit along with some other spares . I received all the other spares but not the sender unit. It is stuck at customs in Johannesburg SA due to incorrect declaration. So there is a penalty to be payed for that error in amount of 1000 zar, further more extra taxes in amount of 1500 zar and the part only cost me about 300 zar transport included please help!

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8:42 pm EDT
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RockAuto Core returns from canada

In May I purchase a rear wheel caliper/brake pads and rotor from RockAuto with the understanding there is about a $40 refund on the caliper core once returned. I did the job on my `98 Trooper and all was well. Last week I went to return the caliper by crossing the border into WA state from Canada to ship out the core. I had not been able to purchase a RockAuto shipping label on their website. The US postal service was charging me $20 to ship the core. I found it exorbitant and returned home with the core.

At this point I contacted RockAuto to find out what the scoop was. It turned out to be a very sweet to Trump kind of scam to screw Canadians. The long and sort of it is, if your billing address on your purchasing credit card is Canadian, you are [censored] out of luck in purchasing a RockAuto shipping label at their $6.10 rate. Even if your ship to address was in the USA as mine was.

This is the order number at RockAuto, [protected] and the core was a CENTRIC part. The part ad shipped out to me on May 2, 2018

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siward44
, US
Nov 01, 2019 8:43 am EDT

How much was the Rockauto shipping label for shipping from Canada? Can you share?

B
B
Bryan Neeley
, US
Oct 15, 2019 9:39 am EDT
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Exactly how is this situation "sweet to Trump?" Better yet what if anything could Trump have to do the fact that you bought from an American Company and had the parts shipped to Canada and now you're angry at the cost of postage to send back heavy iron parts from Canada to the United States?

C
Author of the review
C
corescam
, CA
Oct 15, 2019 10:15 am EDT
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You don't get it Bryan, I had the parts shipped to the US border town close to me, and wanted to ship back via the same town. RockAuto's scam is that my billing address was in Canada. But about Trump, any US company that can screw a foreigner for a buck is ace in his books just as he is screwing as many Americans as he can.

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Bryan Neeley
, US
Oct 16, 2019 12:47 am EDT
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Replying to comment of corescam

Sorry I didn't get that part you're right about the shipping location it was received at. As far as President Trump, you're 100% wrong in your assertions. President Trump has kept every promise he made when campaigning and then some. If you want to dislike the man that's certainly your right and I wouldn't question it but believing the false propaganda spread by the Liberal mass media, I do. Trump has put more people back to work than any President ever! More minorities have good jobs in numbers never seen in history and to top it off he does it all for free, he doesn't accept a salary. President Trump is the best President ever elected in the U.S. Peace.

ComplaintsBoard
V
5:19 pm EDT

RockAuto Incorrect part sent

Bought part number [protected], a bmw 540i 1997 waterpump. One pictured on rockauto was this one exactly. https://www.rockauto.com/en/moreinfo.php?pk=6621592&cc=1012453&jsn=5. Their most expensive option by about 40%. Reason I paid this premium is because the one pictured has a metal propeller versus the others that have a black plastic one.

Part I got has a black plastic one. I email them saying the part is wrong. They say they can't issue a exchange because they have none in stock. and offer to exchange for one of black plastic ones and refund me the difference.

I tell them I want a complete refund and to keep my water pump. Because this is the 3rd time in less than 4 months that I have gotten wrong parts or parts that broke after a short time and had to exchange.

The ohter issue I have with rockauto is that they never list country of origin of their parts. Yet when the part arrives, on the invoice it clealy states country of origin. The previous parts I bought were american companies, made in, you guessed it China. This latest part, the water pump, supposedly made by Behr a German company, is made in Italy.

So I paid a premium price for a made in italy waterpump with a plastic propeller that will probably disintegrate in a few months. I can't get even a metal one from rockauto because that was the last one they offered. F me I guess. Never using rockauto again. Shady made in crap country scammers that send wong parts and defective parts all the time and expect you to pay for return shipping and not even be compensated the time lost. Dispicable.

Rockauto had one chance to give me customer service. They asked for my VIN, origin part number, and the wrong waterpump part sent. And say they will investigate. I sent pictures of them all. Not 5 minutes passes when some other representative not familiar with my first email, messages back saying you can return it and get store credit but I have to pay for return shipping. Basically a generic response.

Obviously not investigated. Never bothered to read my first email or even the first rockauto representatives email. F em.

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R
4:20 pm EDT

RockAuto Made me pay to ship damaged order back

This box was delivered completely damaged. When I went to drop it off at FedEx for return per Rockauto's instructions, FedEx required me to have them repackage the shipment or they would not accept the return because the original box was so damaged. The original box Rockauto shipped the order in was twice the size of the part and during shipping, it was messed up as there was too much dead space in the box. I don't think it's fair that I'm charged the return label fee in addition to the repackaging fee as your shipping department should have packaged the parts in the appropriate sized box so it didn't arrive this way.

After trying to contact customer service, they blocked my email address so I can't get through. I also tried via Facebook and they blocked me too. I have filed a complaint through the BBB.

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2:44 pm EDT
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RockAuto Shipping

I ordered a fuel pump (order# [protected]) on Tuesday, May 8 as a replacement to my fuel pump I installed from Rock Auto four months ago. I paid the difference for priority shipping which said 1-2 business days. It is now 4:30 on Friday, May 11 and I just received a text saying it arrived in Jamaica, NY today at noon. I've been without a truck for a week now, I want my money back for shipping. My cell is [protected]. I appreciate a call back from someone to resolve this issue.

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6:58 pm EDT

RockAuto Car parts was not received

April 26, 2018
Order No: [protected]

I received a box that is open on both sides. Then, it contains a white see through plastic bag containing something, brownishe thing. When we open the plastic bag it seems to look like a broken glass with oil like liquid wrapped in a brownish paper with like molds and small insect-like things there. I spoke with the Saipan Post Offoce' s Post Master and i refused to receive the box and was advised that it will be sent back to rock auto. I demand full refund of the payment i made to purchase car parts plus the mailing fee that was charged to me.

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11:54 am EDT

RockAuto Your commercials

Please, Please, Please, Think About Making A New Advertising Commercial To Replace The One You Have Currently. It really aggravates me every time it comes on..I buy parts for my vehicle. And your commercial dentures me from buying from your company...it is really childish. You might have a new customer here if you have a grown up commercial in the future.

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2:49 pm EDT
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RockAuto Retrieving credit

I trying to order a part, but is having a problem with my credit with rock auto. Please call [protected]
Dear RockAuto Customer,

As you requested, here is a list of recent orders associated with this email address:
Order Number Order Date Order Status Order Total
[protected]
09/29/2017 Shipped $101.78
[protected]
08/22/2017 Shipped $173.71
[protected]
06/20/2017 Shipped $63.61

For your complete order history, or to search your orders by part number or part category, log into your account.

If you don't have one, creating an account is quick and easy! Click Create Account at the top of the RockAuto.com homepage.
What are the benefits of creating an account?

To check order status, arrange a return (including cores) or report an order problem
visit https://www.rockauto.com/orderstatus

Thank you for choosing RockAuto as your auto parts supplier!
_
For more information about the car featured at the top of this page, please read the RockAuto newsletter at http://www.rockauto.com/Newsletter.

ext 12807. last order

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10:34 am EST

RockAuto Denso 671-4128 spark plug wire set for 1999 jetta 2.0l aeg

Ordered Feb 8, 2018 received later due to lack of inventory for the item. The item is not compatible with the 1999 Jetta 2.0L AEG engine. The rubber boot going to the Ignition coil is straight rather than 45degree angle. They present a problem beneath the air pump. The wire set is also 1.5 inches to short to match up with the travel of the wires through the plastic loom.

This item should not be shown as being for the 1999 Jetta 2.0l AEG engine. The fact is all Jettas from 1999 are AEG type engines and therefore none will fit with the denso 671-4128 spark plug wire set.

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11:13 am EST

RockAuto Defective auto part

I purchased an auto part that was the wrong size and the error was RockAuto's. I sent them an email requesting an exchange but because I had ordered the part more than 30 days prior they just parroted their policy on returns. No acknowledgement that the error was theirs, they just ignored me.

I did not have the opportunity to compare the old part and the one they shipped until I removed the old part. It took me longer than 30 days to get to the repair and to get the old part out.

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10:46 pm EST
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RockAuto Sent me back same defective part I returned (12 days later)

1/10/2018 ORDERED OXYGEN SENSOR Order #[protected]
DELIVERED 1/12/2018 with the threads already lubed up and goop on the sensor itself and an unopened packet of lube.
RETURNED TO BALTIMORE, MD 1/13/2018 FOR ANOTHER SENSOR
BALTIMORE RECEIVED PART 1/13/2018
1/25/2018 ROCK AUTO FORGOT TO SHIP THE REPLACEMENT PART
1/27/2018 RECEIVED THE SAME PART THAT I SENT BACK IN THE SAME CONDITION
THIS IS UNACCEPTABLE FOR THIS COMPANY. I WOULD LIKE A FULL REFUND SO THAT I CAN BUY THE PART ELSEWHERE. 18 DAYS TO RECEIVE THE EXACT SAME UNACCEPTABLE PART FROM A WAREHOUSE ABOUT 50 MILES FROM MY HOUSE!

Sorry about caps, read that too late.

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4:06 pm EST
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RockAuto paid for overnight - part arrived four days later - no refund

"We ordered parts on 1/18/18 (Thursday)to be delivered by 1/19/18 (Friday). Paid a premium of $ 350.00 for the express service. Got an email confirming delivery. On 1/19/18 parts were not received and tracking info had been changed to delivery on 1/22/18. After several calls to FedEx on Saturday morning found an individual that located the parts two hours away in a shipping depot. They were scheduled to be delivered on 1/22/18. We sent someone on a two hour trip to pick them up from shipping depot. Only 2 of 4 parts were there. Filed complaint with RockAuto they said they would not refund shipping charges, in fact they were going to charge us for 2-day shipping and refund us only $ 92.00 of our original $ 350.00 overnight shipping charges because they say the parts were "Delivered". They were not delivered we had to pay an employee overtime rates to drive two hours to facility to pick them up. Even then only 2 of the 4 parts were there.

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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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- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

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.
- Steps taken to resolve the issue and the company's response.
- Personal impact of the issue.

5. Attaching Supporting Documents:
- Attach any additional supporting documents that can strengthen your complaint. Avoid including sensitive personal data.

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9. Post-Submission Actions:
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Ensure you follow these steps carefully to effectively file a complaint about RockAuto on ComplaintsBoard.com.

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