Rockauto Customer Service Issues

Approximately two years ago, I purchased a catalytic converter for my [redacted] Toyota Camry 2.4L from your company. Recently, my car failed the inspection due to a faulty converter, as confirmed by Tarbox Toyota in North Kingstown, RI. The confirmation number for my order is #[redacted]8. I work as a mechanic at Brooklyn Motor Sports and regularly purchase parts from your company. It's uncommon for me to encounter issues with the products I buy from you, so it's unfortunate that my personal vehicle is experiencing this problem.

Good afternoon, I bought a catalytic converter for my [redacted] Toyota Camry 2.4L from your store. Unfortunately, my car failed the emissions inspection due to catalytic converter issues. The problem was confirmed at the inspection station and by a certified technician at Tarbox Toyota. I am a mechanic who often buys parts from Rock Auto and this is one of the rare issues I have encountered. I would appreciate your assistance in getting a replacement. Order confirmation number: [redacted]38. Thank you, J. Broccoli

I purchased a brake master cylinder, specifically an ACDELCO #14 18M2519, for my Ford Escape. However, upon multiple attempts to bleed my brakes, I realized the new master cylinder was faulty. I originally planned to return it for a replacement but needed to use the vehicle despite the soft brakes, so I ordered another and paid for it. I tried to change the order status on RockAuto's website from "return and replace" to "buy another and return original for a refund" but couldn't. The original item is on its way back to you via FedEx with tracking number [redacted][redacted]20, expected to arrive on 03/19/19. Will I receive a refund once you have received the item? Thank you, W. Boyd.

I purchased a brake master cylinder from *ACDELCO and installed it in my Ford Escape. However, after numerous tries to bleed the brakes, I realized the new Master Cylinder was faulty. I planned to return it and get a replacement. Since I needed to use the vehicle despite the issue, I ordered a new one and paid for it. However, on the RockAuto site, I couldn't change the status to "buy another and then return the original for a refund." The original is on its way back to you via FedEx with tracking number ********************** and should arrive by ********. Kindly refund the cost of the original master cylinder to my account upon its receipt. Thank you, Wilbor B.

I purchased a radiator for our [redacted] Ram on May 28, [redacted], and installed it on June 1, [redacted], when the car had [redacted],[redacted] miles. Recently, while installing new headlights, I noticed the radiator top was separating and rolling back. I ordered and installed a replacement today. The car now has [redacted],[redacted] miles. Both the top and bottom of the radiator are coming apart. There have been no overheating or leaking problems. Both radiators arrived in undamaged boxes. I can provide pictures of the defective radiator. Could you please explain the issue and let me know if there is a manufacturer warranty? I am worried about facing this problem again. Thank you for your help. Feel free to ask any questions. Don

I bought a bosal catalytic converter for my [redacted] Nissan Frontier with order #[redacted]94, and I've encountered issues right from the beginning. The picture of the converter doesn't show the bolt placement to the engine, making it difficult to access the two lower bolts. The main problem arises after bolting on the converter/exhaust manifold as it doesn't align with the next pipe. The 3-bolt setup on the cat is misaligned by about a centimeter. This means I'd have to make modifications, which I refuse to do or spend extra money on a welder to alter a supposedly premium product as advertised on your site. I urgently need to return this catalytic converter for a refund so I can purchase the Eastern cat instead. This situation is causing a delay in the shop, and I need a quick solution.

I bought a clutch kit in late January and had a licensed mechanic install it at his shop last week. I got my vehicle back on Saturday, but the throw out bearing is making a loud noise. The mechanic advised me to reach out to the place of purchase and mentioned he would provide documentation stating the part was faulty. The total cost for the part and labor was over $[redacted]. I have been a loyal customer of Rock Auto and have spent a considerable amount on various parts. I hope they can rectify the situation with the faulty clutch kit.

Regarding order #[redacted]46 for two headlamp bulbs ([redacted].29.[redacted]) placed on January 27, [redacted], I received the package on March 19, [redacted]. However, due to the extended delivery time, I had to acquire the part elsewhere. Upon attempting to initiate a return on your website, I discovered that returns are only accepted within 30 days of purchase. As it has been 40 days since I ordered, returning it under "broken or dysfunctional" is not applicable as the item is unopened and in its original packaging. I paid for this through PayPal and have lodged a complaint with them. They are awaiting my decision on how to proceed. If I do not receive a response from your company, I will request a refund through them. I plan to return the item promptly once I hear from you. Thank you. Roberta B. [redacted] [redacted]

Hello, on 3/10/19, I purchased a pair of KYB shocks with part number KG4513 under order number [redacted]52. Recently, after installing them, I observed oil leaking from the top of the shock around the shaft seal, leaving puddles on the shop floor. I am eager to return these promptly as I need my car on the road. I would like to exchange them for KYB part number [redacted] as suggested by KYB to be better suited for my needs. I have the large box they came in but not the individual boxes. Please advise on the necessary steps to proceed. Thank you, Mike.

I am in the process of overhauling a [redacted] Chevy Lumina with a large engine. The list of parts I require seems extensive. To begin, I planned on purchasing parts within my current budget. These include items such as a water pump, upper head gasket, spark plugs, plug wires, battery, and front windshield molding. Commencing with the front windshield molding, I encountered challenges and spent approximately 45 minutes without success. If sourcing all the necessary components will prove to be similarly challenging and time-consuming, and if customer support over the phone is not readily available, I may opt to explore alternative parts suppliers. There are other options out there.

I paid for Express shipping to have my car parts delivered by Wednesday, March 20th, but now the delivery date is Friday, March 22nd. I would like a refund for the difference between Express and standard shipping since the parts will arrive around the same time as standard shipping. I urgently need these parts and the delay is frustrating. I have been a loyal customer, but this experience is disappointing. Please address this issue promptly, or I may have to take my business elsewhere. I have always been satisfied with the quality of the parts I received in the past. I hope this matter can be resolved soon. Thank you, David K. Sr.

Hello, I require an additional part to finalize my order for the [redacted] Nissan D21 Base Standard Cab Pickup. I am looking for the inner and outer shims for both front brakes, which are sometimes called retaining plates, baffle plates, or backing plates. These thin metal clips are placed between the rear of the brake pad and the piston. The parts A-1 CARDONE 19B956A and A-1 CARDONE 19B957A are in my cart along with POWER STOP [redacted] Evolution Plus, but it seems the latter doesn't include the specific components I need. Your assistance in locating these missing pieces would be greatly appreciated. Thank you, Peter L. - New customer.

I recently purchased 2 front struts for my [redacted] Chevrolet Cavalier. When attempting to install one on the driver's side, it didn't fit. I then tried it on the passenger side with the same result. However, the other strut fit on the driver's side. The issue seems to be the width of the bottom part with the two bolts is not matching the back rotor frame. I need a replacement strut for the passenger side with the same width as the one that fits. I would appreciate speaking with someone about this matter. My order number is [redacted]13, and the part number is 903031RS by ACDelco. -R.K. Home Phone: 1-[redacted]

I purchased a "Left, Rear" power window regulator for my [redacted] Suburban [redacted]. Upon receiving the part and disassembling the driver's side rear door, I discovered it was actually for the passenger side. The photos on the website were misleading as they were taken from the back side of the part, causing confusion with the left and right designation. I ended up paying extra for shipping three times to get the correct part, nearly matching the cost of the item itself. This experience has left me dissatisfied. - Michael Ley

On December 29, [redacted], I purchased a brake caliper for my car which arrived promptly. However, after two weeks, the caliper started leaking brake fluid. Although I returned it for a replacement in February, I encountered issues bleeding the brakes even after receiving a new caliper. I discovered that my car model required a scan tool to purge air from the system after the master cylinder went dry. This led me to spend $[redacted] on a scan tool and an additional $80 on a manual vacuum pump. Despite numerous bleeding attempts, I still felt there was air in the system. A test drive revealed brake fluid leaking from the replaced caliper, prompting me to seek a refund rather than a replacement due to safety concerns. I have lost trust in the Cardone brand and am considering other manufacturers. Apologies for the detailed account. Thank you. Order No. [redacted]79.

I am Amy D. I recently ordered parts from your company to be shipped to 27 Halsey Drive, Hutchinson, Kansas [redacted]. The most recent order was for a refurbished alternator for a [redacted] Kia Sorento, but instead, I received a core part. I still have the improper part which arrived last Thursday and got noticed when someone tried to install it on Friday. I had to buy a replacement alternator locally from O'Reilly's due to the mix-up. I would like instructions on how to return the core part without having to cover shipping costs. A prompt refund would also be appreciated given that I had to spend an extra $[redacted] on the correct alternator to finally fix my car.

I am extremely frustrated with my recent order ([redacted]10 SEALED POWER 7354MA) for new main bearings. The parts I received were clearly scratched and previously used, as evidenced by the greasy fingerprints inside the box. I promptly returned these damaged parts and am now waiting for replacements, which is causing additional delays. I am concerned about the lack of quality control in your warehouse and fear receiving more damaged goods. I rely on your company for reliable service and parts, but this experience has left me questioning that trust. My car is at a standstill until I receive the correct parts, which are now scheduled to ship tomorrow. I urge you to expedite the process and send the new parts out today to regain my confidence in your services. -Kathy

I purchased a left front brake caliper for my [redacted] Hyundai Sonata on Dec. 29, [redacted]. After installing the new caliper, I experienced brake issues with fluid leaking between the caliper piston and seal. I had to quickly fix the problem to avoid an accident but ended up having to reinstall my old caliper. I requested a return authorization and paid for return shipping to send back the faulty caliper for a replacement. When the new caliper arrived, I found I had trouble bleeding all the brakes properly and had to do extensive research. I ended up buying a scan tool and manual vacuum pump to help with the bleeding process, which was costly but necessary. However, after bleeding the brakes multiple times, I still faced issues as the brake pedal spongy and almost touching the floor. Upon inspection, I found brake fluid leaking from the same area on the caliper. I am now concerned about safety and am considering a refund or exchange for a different brand caliper. My order number is No. [redacted]79. Thank you for your attention.

I encountered an issue when attempting to obtain a pre-paid shipping label for returning the core items from my order (#[redacted]56). Despite indicating that I had 2 front and 2 rear calipers to return, the printed shipping label only accounted for one of each. It was crucial that the quantities matched for the correct refund. I struggled to find a way to contact RockAuto on their website regarding this discrepancy. Upon experimentation, I re-entered the data with the correct quantity, which enabled the accurate shipping labels to be generated. The returns were successful, resulting in a credit; however, I was charged $12.56 for the incorrect label. I kindly request a refund of this amount to my PayPal account. Thank you, Orlando.

On 01/25/[redacted], I bought a starter motor from RockAuto Warehouse 1. They promised to refund me $50.00 if I returned the core part in the original box. I sent it back via FedEx, which was signed for at the warehouse on 01/28/[redacted]. I have proof of delivery. However, there is no customer service available to address my refund request. I am determined to get back my money to purchase necessary parts. I find their lack of communication troubling and feel like I am being taken advantage of. I am considering legal action if necessary but hope to resolve this amicably. My confidence in RockAuto Warehouse #1 is shaken, and I just want my refund so I can move on from this ordeal. Thank you for your assistance.-Annette W.