Rockauto Customer Service Issues

I need help returning the Bosch AL0762X alternator I purchased from RockAuto two weeks ago. I have a [redacted] Mercedes ML320, but the part does not fit. The refund process is giving me trouble because it asks if I installed it, which I didn't due to the fit issue. I am willing to cover the $6 return shipping cost but I do not want the "core refund" since the alternator was not installed. I am seeking a full refund for the item. Thank you, Brian Sullivan.

I recently followed RockAuto's return policy for a starter motor by sending it back in the original box via FedEx with a signature required. FedEx confirmed its delivery within 2 days, obtaining an employee's signature. RockAuto acknowledged the return of the old starter and offered a refund or credit. Opting for a refund, I returned the motor in January [redacted]. Regrettably, the warehouse's inefficiency is concerning as numerous customers, myself included, have faced similar issues. RockAuto's disregard for their return policy, delays, missing items, poor customer service, and lack of communication reflect poorly on their business practices. Seeking resolution, I hope for a refund or $50 credit to use on future purchases. Your prompt attention to this matter is appreciated. Thank you.

I recently sent back a steering pump to RockAuto within the 30-day return window. After returning the item, I was disappointed to receive an email today stating that only $50.00 is being refunded to my American Express for the "Core Item," despite the item costing $70.00. I believe I should receive a full refund of $[redacted].00 instead of the partial $50.00 refund. It is frustrating that there is no customer service number available to address this issue directly on their website. I have evidence that confirms the return deadline is April 5, [redacted], and core return requests are accepted until September 4, [redacted]. As today is only April 3, [redacted], it is unreasonable to receive anything less than a full refund. The item was returned in its original packaging as required, listed as a Core return due to the nature of the purchase. I'm hopeful for a prompt resolution to this matter.

I am seeking assistance with returning 2 rear complete struts purchased for my [redacted] Toyota Highlander Limited. When I try to process the return online, I encounter an error indicating a different source. The part numbers are FC[redacted]SL and F[redacted]R. Additionally, I require 2 rear sway bar links for my vehicle. My order number is [redacted]51. Unfortunately, my son, who was my mechanic, recently passed away, and I am in need of personal support to rectify this situation. Kindly assist me in processing the return and purchasing the correct items. Thank you for your help.

I purchased two Monroe [redacted] shock absorbers, but they arrived with manufacturing flaws. Specifically, the lower mounting bolt housing has machine-pressed grommets that are not symmetrical, with one side not completely pressed in. This indicates a quality control issue in manufacturing. Additionally, the shock tube rubs against the wheel housing due to the diameter being out of spec, risking premature shock failure. Upon inspection, the overall quality of manufacture, especially the welding, is lacking. Despite the possibility of making them fit, I won't install these shocks in my car due to the poor quality.

I have been ordering parts from RockAuto for over two years. Just made a purchase on April 6, [redacted], and noticed that the parts are scheduled to be delivered to an incorrect address not linked to my usual Gmail address or credit card. I have consistently received packages at [redacted] Rocky Road, Kyle, Texas [redacted], and now the shipment is going to [redacted] Rocky Road. I urgently need these parts to fix my car on time. I contacted RockAuto by email, but they mentioned that they cannot update the delivery address. It seems like a mistake as I have not provided this address before, and it's not associated with my Gmail or credit card. Please rectify this error promptly and send the parts to the correct address listed on my account to ensure I continue to be a satisfied customer.

On February 17, [redacted], I placed an order for parts for a [redacted] Dodge [redacted] pickup under order number [redacted]44. Upon receiving the parts, I recently attempted to make the repairs to my vehicle. Due to having multiple vehicles, I had to wait until I could start the repairs. Relying on your parts listing, I found that everything fit except for the evap. core. Now that I have the core visible, I have reordered the correct part based on the provided pictures. I am looking to return the unused, unopened part for a refund. Unfortunately, my request was denied when I tried to process it online. Could you please provide me with a return authorization number, or is this issue unable to be resolved? Thank you for your attention to this matter. Sincerely, Sherri G. [redacted] [redacted]

I purchased a Denso cabin air filter [redacted] for my [redacted] Lincoln MKX, but unfortunately, it is too thick to fit into the slot. I missed the 30-day return window as I bought it in advance. The filter is unused and in its original packaging. I am requesting Rockauto to exchange it for the Motorcraft FP 71A filter that fits my vehicle and cover the return shipping costs. Despite the listing, the Denso filter does not seem compatible with my car.

I have been a loyal customer of yours for many years, and recently purchased 4 VVT Sprockets with order number [redacted]75. The specific part numbers are STD-VVT521 EXHAUST x 2, STD-VVT543 LB, and STD-[redacted] RB for my [redacted] GMC Acadia 3.6 V6. However, when my technician attempted to install VVT-[redacted] Sprocket, he noticed clearance issues and advised me to return them as defective. This led me to try and process the return on your website, but I encountered difficulties as the site indicated the parts were non-returnable. I have informed my shop, local acquaintances, and friends about this situation and seek help in resolving this issue. Having worked in the automotive industry for over 30 years, I have never faced such challenges in obtaining a refund. Could you kindly provide me with a return shipping label and facilitate a full refund? Your assistance in resolving this matter would be greatly appreciated. Thank you, Sonny Garcia.

I returned a part expecting a refund, but it got processed as a replacement. I tried to correct it to a refund without success. Unfortunately, Rockauto's customer service seems non-existent. I attempted to contact them but had to go through gethuman, which was not helpful. Despite my efforts to explain the situation, they still shipped another part instead of providing a refund. Now I'm stuck with paying for shipping for a part I didn't want or authorize. I have been a loyal Rockauto customer and recommended them to others, but the lack of responsive customer service is disappointing. Dealing with this issue has become costly and frustrating, and I'm reconsidering my trust in a company that fails to address customer concerns promptly.

I placed an order for coil springs on April 7th, but there was a mix-up with the delivery address. Instead of listing [redacted] Shankweiler Rd, the address entered was [redacted] Shankweiler Rd, which does not actually exist. Upon tracking my order, it showed that the package was delivered on April 9th to the incorrect address. I even went to the address provided and discovered that it does not exist. I am desperate to locate my springs to resolve this issue, especially since I had to miss my racing event due to this mistake. I have fallen behind in points, impacting the rest of my racing season. While I understand that FedEx delivered the package and not Rock Auto, I am seeking assistance to rectify this situation promptly. Your prompt attention to this matter would be greatly appreciated. Thank you, Wade S.

I recently purchased an oxygen sensor but had to return it as the issue persisted even after replacing it. Upon consulting a Toyota technician, I learned that for my [redacted] Toyota RAV4, a wideband air/fuel sensor is required instead of the non-wideband type I purchased. I was surprised that the sensor I bought was not the correct type. I appreciate your service and usually have had a positive experience with your company. Nevertheless, I feel a message specifying the requirement for a specific type of sensor could have prevented this confusion. I now have a part that's not suitable for my vehicle, causing some frustration. I would like to know if I can return the product again and possibly exchange it for the correct wideband sensor. Thank you for addressing this issue promptly.

I purchased O2 sensors for a customer job and paid extra for overnight shipping. Unfortunately, only one sensor arrived three days late, causing my customer to be upset. This situation resulted in me losing a $1,[redacted] job along with the cost of the parts because of RockAuto. I am reaching out to seek resolution for this matter as soon as possible. My contact number is area code [redacted], and my name is Rick W. My nephew is a frequent customer at RockAuto and placed the order. If this issue is not resolved satisfactorily, I will not hesitate to share my experience with others. I believe I am entitled to compensation for the losses incurred due to this error. Your prompt attention to this issue would be greatly appreciated.

I have a question regarding an alternator I purchased from your company under order number [redacted]89. I have encountered difficulties with the part - while it tests fine on a bench test, it doesn't function correctly when installed in the car. I ended up buying an OEM Subaru alternator instead. Unfortunately, I discovered this issue close to the end of the 30-day return period. I now realize I can only receive a replacement, but I actually need a refund as the Subaru alternator cost me over $[redacted] and the one from your company did not work properly. I am inquiring if there is a possibility of extending the return window since I do not require a replacement. I have been a loyal customer with a history of orders with your company. I would greatly appreciate any assistance you can provide. Sincerely, Jason S. B.

I purchased a part and paid extra for expedited shipping from your company. The part did not arrive on time despite receiving multiple email confirmations and checking the website for tracking updates. After contacting customer support, I was informed I need to wait for an investigator to locate my package. I am disappointed as I needed the part urgently but paid more for shipping than the actual part. I would like a refund for the shipping cost. If needed, I can be reached at [redacted]. Thank you.

Dear Concerned Party, I recently received a shipment from Rock Auto via FedEx Ground containing a new radiator for my [redacted] Jeep Grand Cherokee. Unfortunately, the package arrived with the box torn open, missing packing material, and the radiator not secured properly inside. I promptly contacted Rock Auto via email and provided photos of the damaged shipment. Despite not inspecting the actual radiator due to its delicate nature, I requested a replacement unit to ensure no potential issues during installation. I am concerned about the condition of the radiator and potential damage that may not be visible upon visual inspection. Due to the intricacies of installation and testing, engaging a mechanic to replace my leaking radiator with the new one involves a significant time commitment. I sought clarification from Rock Auto regarding potential reimbursement for labor costs should the product prove defective, not just for the part itself. The mishandling of the shipment, whether at the Rock Auto warehouse or by FedEx Ground, raises doubts about the product's integrity. I have already notified FedEx Ground and they are collecting the damaged radiator for return. Despite my urgency for a replacement, Rock Auto's offer of a refund without addressing my concerns or covering the shipping expenses has left me dissatisfied with their customer service. Thank you for escalating this matter to a supervisor for further assistance. I hope for a resolution that considers the inconvenience and lack of care shown towards this shipment. Sincerely, Bob K

I purchased struts #[redacted] and [redacted], which turned out to be 2 inches shorter than my originals. I then reordered #FCS 331624L and FCS 331624R, but upon receiving them, I found the boxes opened with no straps, and unfortunately, they are also 2 inches too short. I have been a long-time customer, but this error has left my car unusable. It seems like the second order may have been returned and mixed up. I believe that you should either expedite shipping the correct parts or allow me to return these for a local purchase reimbursement. The initial confusion was due to the website being overly complex, causing unnecessary frustration. The online support was unhelpful, making it challenging to process the return for hours.

I received the incorrect caliper twice in a row after ordering. I have been denied a replacement and must cover the return shipping costs. The error seems to be from the sender, and I am seeking a resolution. My order number is [redacted]45, and I ordered the FRC3856 rear left caliper; however, both times I received a rear right caliper instead. I require the correct rear left caliper to proceed. Please address this promptly as my garage work is on hold awaiting this part. Thank you. - Gordon T.

We have been loyal customers for a long time and have a Tax Exempt status in New York State as an Agricultural/Farm exemption. Yesterday, we spent several hours attempting to place an order with the new system, but every attempt was rejected. Customer service has provided minimal assistance in addressing this issue. We will not be making any further orders until this matter is resolved promptly. We require certain parts urgently, so timely resolution is crucial. If not resolved soon, we may have to explore other options for purchasing the needed parts.

I recently ordered a wheel for my daughter's [redacted] Ford Escape. The package was mistakenly held at her college post office under my name instead of hers. After she brought it home, we realized it's the wrong wheel for her car, as it's for a Suburban with 8 lugs instead of the [redacted] Ford Escape with 5 lugs. Unfortunately, it's past the return date. How can I go about exchanging it for the correct wheel now? The order number is [redacted]05. My email and account login is [redacted] The wheel is still in its original packaging, and I have pictures of the label showing it's for a Suburban. Thank you. - Cliff Elliott