Rockauto Customer Service Issues

I am Keith Bragg and I recently purchased a Four Seasons air conditioning compressor part number [redacted] for $[redacted].89. Unfortunately, while installing the compressor onto my bracket, both the bracket and the compressor casing cracked. I want to clarify that I did not over-torque the bolt during installation. Upon further inspection, I noticed two hairline cracks in the casing near the faceplate holding the pulley with eight small bolts. This suggests that the bolts might have been tightened excessively. I believe this may not be entirely my fault but could also be a result of mishandling during shipping. My order confirmation number is [redacted]65.

The transportation of my part has been lost. I called and they told me it was lost and to contact Rock Auto. I emailed, and they directed me to their main page where I had to do everything in writing. On the lost package page, they state that the carrier has 8 days to find it. After only 2 days with no package, customer service informed me it was lost and to call Rock Auto. I notified Rock Auto, and they told me to wait until July 5th and go back to the homepage to report that I haven't received it. No response, no calls, no updates. Still waiting for my package. They have been paid since June 22nd, and I still don't have my package! Not impressed with this company's service.

I would like to cancel three duplicate orders I made on 7/5 between 7:30 and 8:00 pm PST. The order numbers are [redacted]51, [redacted]26, [redacted]13, and [redacted]49. When I placed the orders, I did not receive a confirmation page; instead, the previous page asking for the payment method kept appearing and freezing my screen. To resolve this, I would close everything down and place the order again, checking the RockAuto site for any pending orders. Later, I checked my PayPal account and noticed that I was charged for four orders. When I tried to cancel them on the RockAuto site, it said they were already processing and could not be canceled. According to the instructions, orders can be canceled as long as they have not been shipped, and these are not due to be shipped until Monday. I have been unable to reach anyone at RockAuto about this issue, and I need assistance with resolving it. Thank you.

I have a complaint regarding Rockauto's online Order Status & Returns policy. The programming, options list, and return policy are flawed. Even a simple misclick can invalidate a return, and there is no way to correct it. There is no direct customer service available, making it impossible to address concerns or mistakes, resulting in forced final purchases. I had an issue with an incorrect part (ORDER# [redacted]40 Part# MELLING MPR611) for my [redacted] Ford F-[redacted], as it was listed incorrectly. The inability to inform Rockauto of their mistake and the lack of avenues for communication made returning the product impossible. Despite the program flaw being the cause, I am unable to return the over $[redacted] product. Offering better correction options and customer service avenues could prevent such issues. This is not my first encounter with Rockauto's return policies, and I seek assistance as a satisfied customer.

Subject: Request for KIA Optima [redacted] Parts and Prices I am inquiring about the parts listed below for my KIA Optima LX [redacted]. Could you please confirm if you have these parts in stock and provide prices? Additionally, I may need other parts to support and secure the bumper cover and grille. Parts needed: - Front bumper cover - Front bumper grille - Left front headlamp assembly - A/C compressor assembly for V-6 DOHC 16 valves engine - Left front door master control window switch - Left rear door window switch - Right front door window switch - Right rear door window switch - Left front door inside handle replacement - Left rear door inside handle replacement Name: Norma Patricia Burrows Vehicle details: - KIA Optima LX, 4 doors - Year: [redacted] - VIN #: KNAGE [redacted] [redacted] Thank you.

I recently purchased an alternator for my Honda Odyssey from your company, but unfortunately, it turned out to be defective. My diagnostics showed that the alternator had failed after only a couple of weeks, causing inconvenience. Although I tried to request a replacement online, I did not receive any confirmation that the order was processed. Therefore, I have decided to have the dealership replace the faulty alternator with a genuine Honda part due to concerns about non-Honda alternators failing. I would like to return the defective alternator to you for a refund once the dealership has completed the replacement. Could you please confirm if my replacement order was canceled or if it was even received? I would appreciate clarification so that I can proceed accordingly. Thank you.

I purchased a differential on 5/24/19, but it didn't arrive until 6/18/19, despite the expected delivery date of 6/10. I initiated the return process on 6/24, yet the core was not collected. Following my mechanic's advice, I contacted Echo shipping on 7/1, speaking with Tom Merial, who directed me to ATK. After communication with Anna at ATK, there was no progress. Upon contacting my mechanic today, I discovered that the core had not been returned. After multiple calls and being redirected, I was instructed to reach out to you. Despite leaving a message for Mike at [redacted], there was no response. I am eager to return the core and receive my refund, as $[redacted] is significant for me. I am in urgent need of the funds and resolution to this matter. Your assistance is greatly appreciated.

Contact Number: [redacted] Order Date: June 27, [redacted] #[redacted]01 Tracking Number: [redacted][redacted] Issue: 1. Received incorrect items in correct boxes from supplier "Standard Motor Products" - Fuel Injector (part # STD FJ93) and battery cable (part # A55-2HD). 2. Items arrived three days late. 3. Requesting replacements to be shipped promptly by Fed Ex Express 5-day to ZIP [redacted]. 4. Need items by Monday, July 15th, or sooner. 5. Will return incorrect items after receiving correct ones to ensure smooth process. 6. Concerned about supplier sending incorrect parts in correct packaging. As a loyal customer since [redacted], I urge for quick resolution. Please confirm by texting "Parts Shipped" and send an invoice. Thank you for your assistance.

I purchased parts for my Jeep Commander on 20/05/[redacted] and received them by 30/05/[redacted]. Unfortunately, after trying to install them, I discovered that I received two left struts instead of a left and right one. I contacted Rock Auto, provided pictures and part numbers, and they agreed the part was incorrect. A return was initiated on 13/06/[redacted], and a replacement was sent on 19/06/[redacted], received by me on 25/06/[redacted]. However, the replacement was also a left strut. I tried to return it, but it was past the 30-day return window, even though I received an invoice stating a later return date. I'm now left with the choice of returning the part under warranty, but it's not faulty, just incorrect. This process involves paying for return shipping, and I may not get a replacement as they only offer the same part. Alternatively, I can repurchase the correct part, but I can't ensure it will be right without communication pre-order. It's frustrating, and I can't find much help on the website.

I purchased a fuel pump assembly with order #[redacted]02. However, after installing it, my truck would lose 20psi with the key off within 15 minutes, leading to hard starts. I bought the same pump again and returned the first one that didn't work. Now, with the second pump with order #[redacted]17, right after installation, I took the truck for a drive and the check engine light came on with lean codes P0171 and P0174. It seems evident that the pump assembly is causing these issues. After getting tired of swapping pumps, I purchased a new one from Napa, and after installing it, the truck started up fine and I have driven it for three days with no check engine light. I am unable to find a way to process a return for the second pump. As a loyal customer who buys most of my parts from your store, I would appreciate your assistance in resolving this matter promptly.

On June 5, [redacted], I purchased around $[redacted] USD worth of auto parts with Order#[redacted]0. I have installed all the parts except for the Engine Tech Oil Pump (Part # EP186) valued at approximately $60. The item is still sealed in its original packaging. Despite being 5 days past the 30-day return window, I kindly request that Rockauto consider an exception due to the untouched nature of the part and the size of my order. A refund or credit for this unused part would be greatly appreciated. As a loyal customer, I have always been satisfied with Rockauto's pricing, parts, and service. Your quick handling of returns and adjustments has instilled confidence in me to continue doing business with Rockauto. I hope you can accommodate my request as I prefer to continue our positive relationship. Thank you for addressing this matter. S. De Filippo

Please have an IT professional check your website as soon as possible. I am experiencing an issue where my two laptops, an HP ProBook and a Toshiba Satellite, both running Windows 10 Pro, are unable to access your homepage. I've tried using Edge, Internet Explorer, and Google Chrome, but all show the same error message stating, "Can't connect securely to this page. This might be because the site uses outdated or unsafe TLS security settings." I believe this issue arose after a recent Microsoft Windows 10 update, as it is impacting other websites as well. It's crucial that your IT department investigates and resolves this matter promptly, as it could be affecting more users than just myself, potentially resulting in lost sales.

My father recently purchased an ultra power radiator from your store. However, upon installation, we discovered a leakage issue at the brass pressure fitting where the transmission lines connect to the radiator. Despite attempting to tighten it, the leak persists on both line connections. We are seeking assistance to exchange the defective radiator for a replacement. The order was placed by Jose Herrera or his wife Rachel, located at [redacted] Columbia Avenue, Hammond, Indiana, [redacted]. Unfortunately, we do not have the order number available at the moment.

I purchased the ACDelco [redacted] fuel injector for my [redacted] Chevy C-[redacted] V6 from your website, but it did not fit my vehicle. I need to return both the fuel injector and the filter that I bought along with it. However, your website seems to only allow returning items separately. Since this part is internal to the engine, my mechanic could only determine it was wrong after tearing the engine apart. I ended up buying a replacement locally to put the engine back together. Even though your site still lists this as the correct part number, it was vastly different from what was in my engine. I plan to pack both the injector and the fuel filter back in the box and send them back. I believe I should not have to incur any additional costs due to this error.

I received a call from Rock Auto explaining they made an error and do not have the part I ordered. The order status and returns section does not specify which part is not available. I have tried unsuccessfully to reach them by phone. I would like a different part or a refund for the amount charged to my account for the missing item. I have been unable to determine the exact part and refund owed. Order status #[redacted]20 only shows one part has been received so far. Despite encountering a printer issue during the order, I am committed to resolving this matter before shipment. For further assistance, please contact me at [redacted] or call [redacted]. I am eager to have the discrepancy resolved promptly.

I recently installed a door lock actuator that initially worked, but then the door got stuck in the locked position and wouldn't unlock manually or electronically. Strangely, it unlocked when the car was put in park. Now, the same issue has recurred, and I can't open the door to replace it with the new part I received. The return deadline is July 19, [redacted], for order # [redacted]37, part # SM1433. I need an extension due to the door being stuck, preventing me from returning the item.

I need to return an order with a return deadline of 7/22/19. My mechanic and I are waiting for a replacement part to arrive around 7/26/19. Waiting until the end of July would be very helpful as my car is hard to move without steering. Please extend the return deadline. The order number is [redacted]97 for a rack and pinion for a 90 Probe Turbo rebuilt by AC Delco, ordered on 6/17/19. My name is Leonard Deshazo. Thank you.

I placed an order for parts under order number [redacted]00, and FEDEX supposedly delivered them on July 13th at 11:10 am EST. I have a Ring doorbell and was outside when they claimed they left the package at the front door, but I never received it, and only found out after complaining on Tuesday, July 16th. My case number is [redacted], and the tracking number for the parts is [redacted][redacted]. My car is currently in pieces in my garage awaiting these parts, but now I am being told they were damaged. I believe the system is flawed because I can't reach a human for help. This issue needs to be resolved. I have been selling auto parts since I was sixteen, and now at 59, I prefer using RockAuto due to their prices and quick deliveries. If you want to retain my business, consider discontinuing the use of FEDEX. They have caused me trouble three times in a little over a year. Please respond promptly as I have already informed my credit card company to dispute this charge.

I accidentally selected the wrong part during installation on the website, but I can't go back to fix it. I can't find any way to contact customer service on the site either. It's surprising that there are no direct email or phone options available. If I don't hear from them soon, I'll reach out to consumer affairs and also contact PowerStop. Given the number of complaints about this problem, maybe RockAuto should reconsider using them as a retail seller.

Order #[redacted]93 involved purchasing part #[redacted] for a [redacted] Dodge W200 with a [redacted] engine. Instead, part #[redacted] was received, which is not compatible. When attempting to process a return, a mis-boxed message appeared, preventing further action. Despite only being $1.35 for five thermostat gaskets, the incorrect item was disappointing. The handling on the website left a negative impression, implying a mistake was made but offering no resolution. This experience has made me wary of future purchases.