RockAuto Reviews

Don't order from them, slow shipping

Absolutely horrid customer service. I ordered a pair of struts (Right and Left) for my 2012 Honda Civic SI.

They sent me 2 Right struts, one being USED and one new.

I requested them to send a left strut, when I received it the strut was not the correct strut for my car.

I have ordered three headlights from Rock Auto, the first two were not assembled correctly so I had to pay their ridiculous fee to ship it back, roughly $90.00 (not my fault for your faulty product) I want to be refunded.

So I ordered another light and upgraded by roughly an additional $400.00 to hopefully ensure the product would not be faulty/improperly put together. I received the third headlight today September 13,2023 and it’s missing all the electrical, it’s only a shell, all this for over a $1000!

This was not in the description!!

The description and the picture clearly stated a fully assembled headlight assembly with adaptive headlight control, why would the first two RockAuto sent have all the parts at $600 but the third one at $1000 doesn't?!!

Rock Auto clearly sent the wrong product and are expecting me to pay roughly $90 (again) to ship the wrong product they sent back to them.

Their service attendant said it was my fault! And closed the ticket.

My fault? Unbelievable, RockAuto is disgusting in every sense of the term.

They owe me close to $180 in shipping costs.

Go anywhere else, I mean anywhere, even if it’s a tad more expensive, you’ll thank yourself.

Quality control with Rock Auto.com is a joke if they send you damaged parts you will pay for return shipping.

Good luck..

I have had an intermittent 0445 code for the past year and just took my scanner to clear the code. I got tired of doing this and did some research. I have bought quite a few parts from ROCKAUTO.COM over the past few years so I decided to order from them instead of taking it in to get repaired.

Everything I read and saw on the internet lead me to diagnose as a faulty Vapor Cannister Purge Solenoid. I placed the order and it came in less just a few days later.. I went to the garage and it took less than 15 minutes to remove the old one and install the new Genuine GM Part.

I have driven over a week now and put about 300 miles and no Chack Engine Light... Less than 50 dollars for the part, tax and delivery and I know that if I took it to the dealer, I would had at least a 300 dollar bill... I am a big fan of Rockauto and suggest it to my friends...

Ordered wheel bearing assemblies for my 06 TOYO Highlander.

Replacement bearings wrong size for the axle.

Cost me $45 to pay for shipping labels to return.

WRONG SIZE PARTS

They truly are bumbling thieves.

In the spring ordered parts their site said were for my cars. Order form, and invoices confirmed.

Finally get my parts to a mechanic to be told the belts and associated recommended tensioners were not for our autos.

The website stated that I had left things too long and now too late. However they Re-imbursed me for the belts and then closed the case. Stuck with tensioners and close to sixty dollar shipping.

AVOID LIKE THE PLAGUE.

I ordered a part on April 12th, today is June 12th and it has not arrived. There is ZERO customer service - no phone number, no link, no email address. I guess that I have lost my money, will never use Rockauto.com again and would never recommend them to anyone.

All is good until you need help then customer service soft skills are non existent and they tend to be defensive and sorely lacking in soft skills.

I ordered a front crank seal on Sunday, Standard shipping would get it to me on Thursday when the weather report was for snow. I'm working on the car in an unprotected location I paid $5 extra for 2 day shipping to get it to me by Wednesday. On Monday and Tuesday looking at the tracking info the part wasn't even to FedEx until Tuesday. When I opened a service ticket with RockAuto all I got was the following canned response. "Your package is still on the way to you! You will receive your package by 02/23/2023. We're sorry if this is later than you expected, but this is consistent with the shipping method you selected when your order was placed. Please see: When can I expect delivery?" Link removed and 2/23 is a Thursday and in fact the part was eventually delivered even later on Friday.

Long story short my requests to have the difference in shipping $5.00, refunded to talk to a supervisor or manager was completely blown off as was asking them to pay return shipping because I no longer wanted to do business with them. At which point it was communication black out until FedEx showed delivery they verified it was delivered and closed the case at which point my emails bounced.

I know what good customer service is. I've spent 11 years managing teams to provide personalized costumer service experiences for the customers of two of the top Fortune 100 companies. These folks have a very long way to go to win me back.

And in case anyone at Rock auto wants to review this here's the Ticket# 100443579 and Order 231016454

Date of experience: February 24, 2023

Ordered two radiator hoses for my 2009 Chevy Duramax. It took me a month to get a Mechanic lined up for the installation. It turned out that the lower radiator hose did not fit properly. When I tried to return it, they would not take it back because it had been 35 days since I ordered it. Don't waste your time using these people, go to your local auto supply where you can deal with a live person.

In early December 2022 I ordered a rotor and brake pads from Rockauto. The brake pads arrived in a week. After a month I emailed Rockauto to say that I hadn’t received the rotor; they responded to say that the rotor would arrive by January 3, 2023. The rotor arrived on January 5. On January 10 FedEx arrived at my door with a package that I didn’t expect and advised that I had to pay taxes and other charges to get the package. I assumed that it was something my wife had ordered and paid. When I opened the box I was surprised to see a second rotor from Rockauto. I wasn’t sure what to do. Two days after receiving the second package I received an email from Rockauto demanding that I return the rotor within 14 days or pay them for it. I had no use for the second rotor so repackaged it and determined where there was a FedEx drop off in my area. It was 15 miles from my residence. At 6 am on the morning I was going to drop off the package at FedEx I received a robo call from Rockauto demanding that I either return the duplicate package sent by them or pay for it. The message was repeated 3 times. After dropping the box off at the FedEx drop off I emailed Rockauto asking them to refund me the charges I had paid FedEx for the package. The charges amounted to about 33% of the cost of the unwanted rotor they sent me. Despite dealing with two different “Customer Care” representatives ( Ralph and Jordan) the message was that they would do nothing to assist me with my out of pocket costs.

Needless to say despite Rockauto’s homey jingles on YouTube they do not care at all about customer service. I have spent thousands of dollars on parts with them over the years and despite being a long time customer they refused to do anything to rectify their error.

If I wanted to talk to a parts person, I'd go to a parts store. Any way of turning the pain pop-up screens off completely? This is typically what keeps me from using certain sites. As a matter of fact, I'm going to autozone as much as I hate to.

They have no customer service. If you have a problem or receive bad or damaged products, you are on your on. My shipment left in the yard and was rained on. Box wet, muddy, trash all over it and partially open. Their response was it was basically my problem.

Ordered mirrors that stated they fit my truck, not even close. To return them I have to pay shipping. No way to contact them by email, receptionist was out, even though they do not do returns. Will not use them in the future.

I ordered gas tank filler hose have not received it. First it was to be here in nine days. It was in a warehouse in New Jersey for four days and now it is in a warehouse in St. Louis for another four days. I have no idea why they couldn't mail it from the post office in New York it would have made it here in five or six days.

My experience with Rock Auto is beyond frustrating. I ordered and A/C compressor for my truck and was assured it was the correct one. As it turns out it was not and Rock Auto is not allowing me to return it as they say (on-line) of course it is not returnable. I think this is part of how they make their money. Sell the customer the wrong product and then refuse to allow them to return it. Not sure they'll be in business much longer with this business model and for me that is a good thing.

Absolutely terrible. Second day delivery was available at additional cost. I purchased the parts with second day delivery. That would have been a Tuesday delivery. No parts were delivered. I finally get an email Thursday informing me that the parts have shipped. I arrived at home to find only one of two parts by my front door.

At this point tracking was updated showing the entire order delivered. The FedEx label clearly showed 1 of 1 package, I open a claim on the one that was delivered and opened a return on the other part no longer needed due to not having the other. I find out that I am expected to cover return shipping fees and they will look into missing portion.

It is not missing, it was never shipped. Rockauto has no customer support. It is email and wait days for a response. I understand why they choose not to have a telephone number for customer service. Avoid this company at all costs.

Purchased several items from RockAuto.  EVERY item sent was incorrect!  Every.  Single.  Item.  At this point the vehicle was taken apart expecting receipt of the parts.  We go online to look for a phone number or chat ... they do neither for customer service.  You can report a problem via their online service.  However our problem didn't really fit for that as the entire order was wrong to no fault of our own.  I sent an email.  The response I received was cordial and apologized and offered a refund after 3 business days of the return. I responded that I found that resolution unsatisfactory. I asked for the correct parts to be overnighted (obviously once the return shipped) and was told no they don't do that.  I asked to speak with a manager or someone higher level.  Received a response from Mark S who said "

Thank you for your reply. What Ashley told you is true, refunds are issued back to your original payment method within 3 business days after tracking information shows our warehouse has received your return. We will email you when the refund is issued." 

I never doubted the truthfulness of her statement. Mark S, I hope you see this review.  As I tried to reply to you to explain that, I was unable because you CLOSED THE TICKET OUT so I could not reply.  That tells me all I need to know about RockAuto. You really don't care about the customer. Your apologies in that case are insincere.

We are a family who grew up in family business.  I have MANY years of retail management experience of multi million dollar locations as well as several years experience in brand reputation management.  This is poor business practice.  When your business fulfills an ENTIRE order incorrectly you make it right.  It didn't seem that you cared that the vehicle was apart while waiting for a resolution, or that you cared to address that NONE of this was our fault and in fact was fulfilled entirely wrong, further you did not go the extra step to make it right.  Nothing was even addressed at how you will handle this issue going forward to ensure accuracy.  I was SHOCKED at how this was handled as friends and family recommended you.  We have since repurchased the parts from a competitor.  For $20 more we will receive the parts tomorrow as well as a phone number to call in the event of an issue.  Worth it.  Sadly as I look online at your review reputation I can see I am not alone in my frustration with your poor customer service and business practices.  That's unfortunate. The parts have been shipped back and I await the refund. 

I wouldn’t recommend. My situation was that I tracked my package through the carrier website and through “shop” the app because sometimes on shop it updates faster with where my packages are at.

I got sent a message while I was at work saying it was “delivered” when it actually wasn’t because my mom is disabled and she’s up and about in and around my house and after looking at a couple of spots it could be it wasn’t around the house or even at the house in general.

I requested a refund and rock auto says to wait a week so I did then once the time lapse was done for the wait I said I didn’t get my parts which I needed dearly because my car just started acting up.

So after this long wait for no reason I cant get my money back. In New Haven people go around stealing packages you can see on the news. I told rock auto about my situation and they ignored all my emails and wont give me an option to talk to someone who works for rock auto.

Should be a email or pop up employees to text to for help but no. Straight scammers...

On a Sunday I took the brakes off the front of my car. I needed a rotor and pads so I placed my order that day and I got a email that they would be shipped the next day on Monday and they would be delivered on Wednesday. They used Fedex for the delivery and on there site all it said was label created.

You can no longer call Rockauto for customer support, they have no live chat or email. you have to do it all on there web site and they made me wait till the following Tuesday to see if it would be delivered and for me to get my refund.

Now my car has been down for over a week for a simple brake job because Rockauto does not want to pay somebody for customer support so now I am buying fro another on line store that has a phone number for customer support.