RockAuto Reviews

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.

Ordered a part on Jul 22, 2022. Paid for 2-Day expedited shipping and as of today (Jul 27th) there is no order delivery status. Rockauto did provide a tracking number via DHL Express, but DHL has no tracking or delivery information.

You pay for expedited delivery and once you pay Rockauto, they are out of the equation. You can't contact then by phone, you can't talk to anybody, you can't chat, you can't do anything with them on the order, just wait & see. They have NO CUSTOMER SUPPORT WHATSOEVER.

Eventually, you can request a return if you did not get the part, but in my case I had to purchase the part somewhere else because the Rockauto part did not arrive in time. You paid for a service and they did not deliver. I understand that DHL Express is the carrier for delivery, but it is RockAuto who contract with them to deliver.

This has happened before to me with Rockauto and I should have learned. Miss once - shame on me. Miss twice - shame on you. There will not be a third time with Rockauto. Terrible company to deal with. Never again.

BS

You have to pay for shipping when they send you the wrong parts

You pay for the shipping back

I'm out 60 bucks for shipping and wrong parts

There's absolutely no customer service, have fun.

I usually have no problem with Rock auto and have ordered a lot from them but this time I ordered brake pads front for a 2016 ford explorer got sent wrong pads will not fit my car completely different and now I have to pay the shipping to return them and they are the ones who made the damn mistake!!!

This is total BS!!! They have no costumer service you can talk to so what do you do in a situation like this??? Unreal and I may not order a damn thing from them anymore over this!!! I really hate getting ripped off like this and there is no reason for it you made the mistake so why should I take the loss???

Love rockauto always have the best prices even with shipping costs. I would rather have cheaper parts with shipping then inflated prices with free shipping. I've purchased tons of different components without issue.

I have used rock auto on and off since 2000. They were a good place to get parts back then, not any more. I ordered $35.00 in parts on 3/17/22.

Today is 3/27/22 and still no parts. They charged 8.00 shipping for less than a 1 pound box. It started with DHL then went to the postal service. Wife looked on Amazon and could have gotten the parts cheaper and free shipping with a 4 day delivery.

Never again rock auto.

Thieves. Returns impossible; they move the goalposts over and over for more info to find any random way to pretend it's your fault. YOU WON'T EVER GET A REFUND OR RETURN.

I'M SUING THEM IN SMALL CLAIMS COURT, AS YOU SHOULD. PS ROCKAUTO THE REP WAS "CONNOR", maybe you should refund me for Order 198082054 and DO THE RIGHT THING.

https://www.rockauto.com/en/moreinfo.php?pk=10322184&cc=1410444&pt=10147&jsn=15 says " direct fit OEM pump replacements, so there are zero modifications required." Plug didn't fit and also requires cutting apart another part to fit. So description is false as well as part not directly fitting.

Do Not Buy From These Scam Artists!!!

First off you order a part based on your vehicle specs and they send you the product that is totally wrong for your car.

I bought hood struts, the pressure hinge tubes on your hood for a 2015 Hyundai Sonata, they sent me some super long ones that should have been for a Cadillac based on the size of them.

Now here is the part that might be slightly my fault, I didn't open the box till after Xmas and I bought them in November. Okay, past the time for returns but once I realized from my receipt that they sent me the wrong part you are unable to contact them they have no customer service, and there is no person contact at all.

Their web site tells you how to return or exchange something, but it is impossible and the most difficult is that you can't get through to anyone. I finally got an email response stating it's past the 30 day return time so you're stuck basically.

I should have read the reviews about them sending out the wrong parts on a regular basis and refusing to EXCHANGE the part that they sent out wrong. DO NOT BUY FROM THESE SCAM ARTIST!!!

God help you if you have any problems with any thing. There is no customer service, call their phone number: 1-608-661-1376 or 1-866-7625-2886 and see what you are in for...You will get a have a bad day and goodbye. I will never ever use them again the 70.00 bucks I lost is now just a reminder to never do it again.