Rockauto Customer Service Issues

We recently purchased various parts for our son's [redacted] Dodge Caliber, including Ball Joints, on 12/8/[redacted]. Due to delays, we only started the project now and discovered we need to replace the entire control arm. Although the Ball Joints cost $37.24 and we understand it's past the 30-day return policy, we've spent over $[redacted] with your company. We hope you can offer us a credit for the unused parts. Thank you.

Last year, I purchased a remanufactured carburetor for my [redacted] Ford [redacted]. Unfortunately, the main shaft is not rotating properly. I am interested in sending it back for repairs, even though I am aware the warranty has expired. I am willing to cover the shipping costs and any other expenses incurred. When I received the carburetor last year, my car was already stored for winter. I recently took it out to replace the carburetor and discovered the issue with the main shaft. Thank you for your attention to this matter.

I received the wrong size rotors in my brake set order [redacted]. I had to return them at a cost of $20, which was frustrating. I have already ordered new rotors from your store. When can I expect a refund for the returned rotors of order [redacted]? I would also like to inquire about a potential refund for the return shipping since the error was on your end. Thank you. Dronkers R.

I recently purchased an Eastern Catalytic Converter for my car and encountered issues with the installation due to faulty flanges. After contacting Eastern Catalytic and speaking to John, he acknowledged the problem with the welded flanges. He mentioned that a new unit could be sent after purchasing another converter and then receiving a refund. This process is time-consuming and costly, especially considering the additional expenses for installation and disassembly. I went as far as ordering new gaskets, but the problem persisted. Other retailers like AutoZone, O'Reilly's, Advance, or eBay typically offer exchanges without additional charges in such situations. I have a certified professional coming to confirm the welding error.

Order #[redacted]1: I encountered an issue with part PWR KOE840, the brake pad front component kit, as it was missing the pin boots. Following an email notification stating the manufacturer would send the missing hardware, I proceeded to disassemble the front brakes. However, I observed that the replacement pads differed from those I removed. Upon contacting Powerstop customer service, I was informed that the correct kit should be PWR [redacted], instead of PWR 17768A that was sent initially. Consequently, I am seeking assistance in obtaining the correct component kit. While attempting to use the return feature on my order, I encountered a pre-filled "authorized" field from a previous issue, hindering my report submission. Any help resolving this matter would be greatly appreciated. Thank you, Joe Wallace.

I returned two defective struts with order number [redacted]9 as instructed, using only one shipping label since I couldn't use two on one box. However, I was only issued a full refund for one part, not both. I have been trying to resolve this online since May 5, [redacted]. I paid for labor twice due to the defective struts and just want a full refund for both parts. FedEx provided me with a proof of delivery signed by JITU and there are two entries for the purchase order number. My ticket number [redacted]15 was closed, please reopen it and investigate thoroughly. I urge you to contact the receiving warehouse, check surveillance footage if needed. Mistakes can happen, I just don't want to lose $[redacted].51 due to a processing error. I am eager to have this resolved, I am open to communication by phone and request a full refund for the return.

I purchased rotors and pads for my [redacted] Mercedes C36 AMG. Unfortunately, both the front and rear rotors I received, part numbers PAGID [redacted]52 & PAGID [redacted]52, do not fit my car. The set screw is misaligned, and the rotors are not the correct OEM size, making them unsuitable for my vehicle. When I tried to initiate a return, the website erroneously labeled the reason as "part not wanted," which is incorrect. I am not seeking a replacement with the same brand and part number, but rather a refund with shipping costs covered due to the error listing these incompatible parts for my car. The front brake pads I ordered, AKEBONO EUR645, were missing the electronic wear sensor as specified. I have noted these issues in the return process and am only looking to modify the return reason to have the return shipping costs covered.

I am looking to purchase the entire passenger/right side front headlight with blinker. I checked prices on Rock Auto but was unaware that the blinker part is not included in the assembly. I now urgently need the blinker but am struggling to find the correct part number. I attempted to contact customer service multiple times, but was unsuccessful over the phone. This has made me hesitant to place another order as I am unsure about receiving the correct parts. My car is a [redacted]/[redacted] Windstar, and I really need a blinker for the passenger side.

I ordered a pair of front struts for my [redacted] Subaru Forester. Upon inspection, I noticed that while the left one matches my OEM part, the right one is different from what was advertised on the website and differs from the original part. Despite having the correct part number, it belongs to a different Subaru Forester model. I requested a replacement, which I received, but unfortunately, it was still the incorrect part. The company is now only offering a refund or store credit if I return the wrong strut at my own expense. This situation is frustrating and unacceptable.

I recently purchased two lower ball joints with order # [redacted]8. Unfortunately, upon inspection, I noticed that while both joints bear the same part number on the packaging, they are actually different. One of them is the correct PROFORGED ball joint with part number [redacted]0, as indicated on the mounting surface. The other seems to be a substitution from a different manufacturer, possibly MOOG, and is noticeably less heavy-duty compared to the PROFORGED one. I am hesitant to go through the standard return process as I fear I might receive non-identical joints again. I kindly request RockAuto to send me the correct PROFORGED Ball joint part number [redacted]0 and I am willing to return the substitute ball joint. Thank you.

Order # [redacted]8: I recently received my cabin filter for a [redacted] Silverado, which appears to be a one-piece filter meant for a 2[redacted] Silverado. The instructions on the package refer to a two-part filter of the same size. The part I received is not compatible. I noticed this filter was incorrectly listed for my vehicle on your website. I am willing to pay for the correct part, but I believe it should be shipped to me free of charge due to the error. I attempted to submit a return request online, but encountered difficulties and was unable to complete the process. I'd appreciate it if you can address this issue promptly. Please contact me at your earliest convenience.

I purchased a set of Power Stop S2976A rear calipers for my [redacted] GTI (order# [redacted]3). After installation by a certified mechanic, we encountered a leaking bleeder valve on the right rear caliper. We had to order another pair as Power Stop doesn't offer single calipers. The replacement calipers arrived, and the mechanic successfully installed the new right rear caliper. I returned the defective caliper to RockAuto.com, requesting a refund. However, they only reimbursed me $[redacted].79, seemingly for the one functional caliper. I have been unable to reach RockAuto.com directly for further assistance. They still owe me $[redacted].79 for the faulty caliper (Order # [redacted]5) that was returned.

I mistakenly purchased the incorrect shocks from Rock Auto. I bought two rear KYB Gas Shock Absorber Excel G's, which are standard replacement shocks for my [redacted] Honda Odyssey Touring. I need to return these and purchase load levelers for the rear of my vehicle promptly. I would appreciate your assistance with this matter. Thank you, David Lindsay, Retired United States Army.

In March, I purchased brake pads (Order#[redacted]5) for my van, specifying Power Stop # PWR 17-[redacted]. However, upon inspection, I realized they are meant for Dual rear wheels, but I need pads for single rear wheels (PWR 17-[redacted]). Due to cold weather, I only recently attempted to replace them and noticed the error. Although I understand I am past the return date, could you consider accepting these unused and sealed pads back for the correct ones? I bought 2 sets and would like to exchange both of them.

I recently placed an order for parts for my [redacted] Ford Taurus under my name, John Strong. We ordered six spark plugs and paid for six, but only received five. Additionally, the spark plug wire set we received was incorrect as we specified we needed one for a 6 cylinder dual overhead cam engine. We received wires for a single overhead cam instead. This mix-up has left my car disabled for a week, causing me significant inconvenience as I risk losing my job due to not having transportation. I kindly request to be sent the correct spark plug wire set for a [redacted] Ford Taurus 3.0 L V6 dual overhead cam engine, as well as the missing spark plug, with overnight shipping. My contact number is [redacted], and my name is Catherine. The confirmation order number is [redacted] under the name John Strong, located at 21 Troy Lane, Kincheloe, Michigan [redacted].

I recently bought an A/C unit for my car, with order number [redacted]8. The A/C stopped working in May, and I had it diagnosed by a BMW dealer on 5/25/[redacted]. They found that the A/C compressor needs to be replaced. I've been trying to reach Rock Auto customer service for assistance, but couldn't find a toll-free number. I checked my order date, which was in May [redacted], making it appear out of warranty. However, it's not yet past 12 months from the purchase. I don't think it's fair to deny me warranty based on the installation delay caused by the car being a BMW and needing an appointment. I don't want to pay for a new part again and believe the warranty should consider the shipping and installation dates. I've been a loyal customer and seek your help in resolving this matter. Thank you.

My son, S. M., placed an order for car parts on May 5, [redacted], with an expected delivery date of May 8, [redacted]. However, the parts were delayed in Boston and rescheduled to arrive on May 10, [redacted], causing inconvenience as I needed them by May 11, [redacted]. The parts were received on May 12th at 3:43 pm, which led to additional expenses as I had to pay extra for the mechanic. I am extremely disappointed with the company and their chosen carriers and demand a full refund for the transaction. I expect return procedures to be initiated promptly. The service provided has been unacceptable, and the lack of assistance from accounts receivable is frustrating.

Dear RockAuto, I recently purchased a lens with part number MB[redacted], specified as a "Right" lens. The information on your website indicates that this part should be installed on the right side of the car. However, upon receiving the product, I found out that the MB[redacted] (listed as the Left side) is the correct one for the right side of the vehicle, contrary to the instructions. I have mistakenly ordered this part twice based on the provided instructions. The images seem to be from an interior perspective, causing confusion. I believe that the part I require is for the right side of the car, as shown in the illustration. I am seeking assistance in returning the incorrect lens and obtaining a credit to order the MB[redacted] instead. The order number in question is [redacted]5. Your cooperation and understanding are greatly appreciated. Thank you for your support. Sincerely, George D.

I recently purchased a radiator for my '66 Mustang, but it's been over a week, and I still haven't received it. When placing the order, I used my son-in-law's email address in error as he was helping me at the time. Unfortunately, I can't track the package as the order status notifications are going to his inactive phone. I attempted to update the contact details to my information but was unsuccessful. I urgently need to track the radiator as I have plans to work on my Mustang. If there's an issue, I'd like to know promptly so I can make alternate arrangements. Communication has been difficult as the company emphasizes online interactions due to low prices. I really need assistance resolving this matter promptly.

I need to return two parts from order [redacted]3, ANSA MZ17607 and EMI EE44889, valued at $[redacted].68 USD. The return label on your website shows a return cost of $[redacted].15, making returning them unreasonable. The parts were ordered in error due to misleading descriptions; the ANSA part is for a muffler resonator, listed in the "Muffler" section, and the Eastern exhaust is for a tail pipe, listed under "Tail Pipe" for my [redacted] Mazda MPV. I wanted one muffler and one tail pipe but received different parts, causing me to find another fix for my exhaust system. Using your return process results in only a $2 refund. Could you please provide a more suitable solution to this issue?