Rockauto Customer Service Issues

Order #[redacted]93: I purchased part #[redacted] for a [redacted] Dodge W200 with a [redacted] engine. However, I received part #[redacted], which is incorrect. When I tried to process a return, I encountered an issue stating it was mis-boxed and subsequently got locked out of the system. I only ordered a couple of thermostat gaskets amounting to $1.35, but I did not receive the correct item. Despite the low value of the order and shipping costs, the main concern is not receiving the right parts. The website's handling of this situation gives the impression of "You just got screwed." I'm left wondering if there is a resolution or if I should seek parts elsewhere. This experience has made me hesitant. I simply seek solutions and the correct parts without any personal implications involved.

I recently acquired three sets of Cardone CV axles for my [redacted] Hummer H3. Unfortunately, each set has failed prematurely, with the longest-lasting set lasting just over a year and the shortest only three months before failing. I am disappointed in the quality of these parts and would like store credit to purchase a more reliable pair from a different manufacturer. The frequent need for installation and vehicle alignment is becoming costly, and I plan on investing in AC Delco original equipment axles in the hopes of better longevity. I am requesting store credit for the most recent set purchased on 04/04/[redacted] with Order# [redacted]87, as both CV boots are torn. Thank you for your assistance. - Gery

I am reaching out because my spouse made a purchase on 5/22/[redacted] with order number #[redacted]00. Regrettably, he was incarcerated on 5/26/19, and the vehicle was repossessed on 6/14/19. He remains in custody and won't be released until next year. During this time, I was involved in a hit-and-run incident which resulted in hospitalization from 5/28 to 6/15/19. I have recently found unopened damaged packages from RockAuto, presumably part of that order, which were taped up upon delivery. Due to my current recovery from injuries and spinal cord surgery, I am kindly requesting a refund minus shipping for order #[redacted]00. These items are of no use to me as the car is gone. With the challenging experiences and financial strain I have faced, I am appealing for your understanding and compassion. I greatly prefer email communication due to my difficulty speaking after the surgery. Please consider my situation and provide assistance. Thank you. Email: [redacted] Name: KimberleyCampian-Newberry.

I mistakenly ordered the wrong brake parts for my vehicle, only realizing the error when attempting to install them. I need to exchange the following items: return Catdone 18P4678 (2 calipers) for Cardone [redacted] (1) & 18B4634 (1) for the rear brakes, and return 18P4678 (1) for 18P4679. The replacement parts should have the silver weatherproof coating and phenolic piston like the originals. If you require further details, feel free to ask. Thank you, Ed S.

I purchased an alternator with order number [redacted]25. While it works, the voltage regulation is incorrect. The voltage fluctuates and is too low. I tested it on two vehicles with a handheld voltage meter, and the issue persists. The old alternator had a different problem as its bearing was seized. Currently, I have to charge the battery nightly as the alternator does not charge it but also does not drain it. I would like to receive a replacement unit first, swap it out, and then return the current one. I am willing to pay for the new unit, and I expect a full refund upon its return. Please let me know how to proceed. Thank you, Mark.

A week ago, I attempted to purchase brakes and rotors using my daughter's prepaid card. Unfortunately, there were two mistakes on the order page. The email address provided was outdated and the billing address was the same as the mailing address, which was not intended. Despite the error message, the payment went through. I have been trying for a week to obtain a refund, but have faced difficulties and even had my emails ignored. I left a voicemail as well, but it seems my concerns have not been addressed thoroughly. The amount in question is $50.65, which may not seem like much, but it is important to me. If this is how your business operates, I am willing to take my business elsewhere, even if it means paying more. I have screenshots of the transaction and have been attempting to email them to you. My contact number is [redacted]. Thank you. - S.H.

I tried contacting you 5 hours ago and have been on hold with your automated system since then. I repeatedly attempt to reach a human representative, but unfortunately, no one has returned my call yet. I receive text messages asking if the issue is resolved, which it isn't due to the lack of communication. Once this matter is finally resolved, I will not be using RockAuto's services again. The system keeps informing me of short wait times like 26 or 27 minutes, but it has actually been 5 hours since my initial call.

Regarding ORDER number [redacted]09: This is the second time I am requesting the AC Delco 45D10633 part as shown on your site. It should be 22 inches long center to center and come with two locking nuts. However, I have received the MEVOTECH CMS10193 part twice, which is 20 inches center to center and a different design. This variance is critical for suspension parts, as altering dimensions could cause installation issues. It seems like there was a mix-up with the parts being repackaged incorrectly into AC Delco boxes. With 12 years of parts counter experience and owning a restoration shop, I can confirm the discrepancy. Please have someone compare the actual part to the pictures on your site for accuracy. Thank you.

I purchased an axle assembly from RockAuto.com, and it failed within 3 months. They replaced it under warranty, but the new one is making strange noises. I contacted them, but my email was not received. They mentioned issues with the manufacturer and are hesitant to send another replacement. I am seeking a refund of $[redacted].76 that I paid for the item.

Yesterday, I ordered 12 valve stem seals from RockAuto for the first time. They were on clearance for $0.30 each, totaling $3.60. Two hours later, I received an email stating there was an inventory error and they had none in stock, even though it showed 12 in stock. They offered me a higher priced alternative at $18.00 since there were no equivalent items at the clearance price. I decided to cancel the item. Today, I noticed the clearance items are gone, but the exact same valve seals, MAHLE Part # B45601A, are now being sold in a set of 12 for $15.99. It seems they did have it but didn't want to honor the $3.60 price I paid. I want to pay the original price of $0.30 each for 12 seals or I will share my experience with others about my first purchase from RockAuto.

I recently purchased twelve valve stem seals from RockAuto for thirty cents each, as they were on clearance. My total was $3.60. However, two hours later, I received an email informing me of an inventory error and that they had no more in stock, despite the website showing they had twelve available. They offered me alternative items at a higher price, but I canceled my order due to the lack of a similar-priced option. Today, I noticed that the clearance items are gone, but the exact item I wanted is now being sold as a set of twelve for $15.59. It appears they did have it but didn't want to honor the original price. I would like to pay the initial price of thirty cents each for the valve stem seals or I will need to share this experience with others.

I received my part within one day, which is awesome, and I want to thank you. This isn't my first time ordering from you, and all the parts look very similar. I installed the blower fan for the air conditioner, and it worked immediately. However, when I turned it to levels 3, 4, 5, and 6, the fan made a lot of noise. I turned it off, removed it, and noticed it was rubbing on the inside. After measuring, I realized your fan's flange part is 1/4 inch wider than mine. Please help me fix this issue promptly as it's currently a hundred degrees in Florida. Thank you sincerely, Tony Smith. My address is [redacted] North Military Trail, West Palm Beach, Florida. The name on the card is Adam Carper, my roommate, as I lost my card. You can reach me at [redacted]. Thank you in advance.

I'm frustrated because Rockauto amended my order without my consent after I paid for it. I could only cancel some items, not the whole order. I managed to cancel most items, except one that was already being processed within 10 minutes of placing the order. Despite numerous attempts, nobody at Rockauto picked up my call to help me with this issue. It's past midnight, and I just want to resolve this matter quickly so I can go to bed.

Hello, my name is Jason W. On Monday, August 5th, [redacted], I placed an order; unfortunately, I made a typo in the email address and never received a confirmation email. Consequently, the transaction is pending, and without an order number, I am unable to cancel it. The parts were needed for a specific time frame that has already elapsed. I would greatly appreciate it if the order could be canceled. It was around $[redacted].00 for front brakes for a [redacted] Dodge Ram. Thank you for your assistance. Cheers, Jason

I recently made a purchase, and upon delivery, I realized the part did not match the original one my mechanic suggested, making it impossible to fit. I have requested the shipping label twice already with no success. I urgently need to return the item as the summer heat in Louisiana requires my car air conditioning to be functional. The delay in receiving the label is not only frustrating but is also impacting the refund process, ultimately stalling the purchase of the correct part I need. I had higher expectations regarding the customer service of this company.

Hello, I purchased two parts as advised by the auto shop. After installing the first part, my issue was resolved, and I now have an unneeded second part. The item was already out for delivery, but I haven't opened the package yet. The Order #[redacted]61 and Tracking #[redacted][redacted] are associated with it. I don't have access to a working printer. Can I contact FedEx to arrange for the unopened box to be picked up and returned? Thanks.

I purchased a radiator for a [redacted] Chevy truck with a 5.7 engine. Upon arrival, the box had three holes, but the radiator itself seemed undamaged, so I installed it. However, when I filled it with water, a leak appeared at the tank joint on the driver's side bottom. When I tried to tighten the petcock, it broke. I tried to return it, but was told it's non-returnable unless there are differences noted. Despite a 12-month warranty from Ultra, I was asked for truck info, photos, and OEM part number, but couldn't upload pictures on the return page. I request help to honor the warranty from RockAuto or Ultra. The return policy should consider cases like mine, especially with damaged packaging upon delivery. Kindly review and address this matter promptly. Thank you. Sincerely, T. Sischo

The RockAuto order has not yet arrived. From Phoenix, AZ to Albion, WA, the shipment information was sent to FedEx on Saturday, 8/3/[redacted] at 8:57 am. The order number is [redacted]24 with order details for a TYC [redacted]. The tracking number is [redacted][redacted], and the delivery is expected by Thursday, August 8, [redacted]. The order is labeled as "shipped," meaning it is packed and prepared for carrier pickup. To arrange a return or report a problem, visit www.rockauto.com/orderstatus. However, the order status page is not providing the needed information. The email from RockAuto Customer Service regarding order shipment was sent to Shane Lloyd from Ron Sherbert's iPad.

I purchased the MAHLE/CLEVITE LX2569 Air Filters twice with orders [redacted]37 & [redacted]62. However, the filters did not fit as expected. The paper part was too deep, causing it to get crumpled when trying to install it. Additionally, the foam seal dimensions were incorrect, leading the filter to fall into the box without sealing properly. It seems like there may be a manufacturing issue with these filters, as they do not match the advertised specifications. Unfortunately, I am unable to provide a photo of the problem as I have already used alternative filters. I would like to request a refund under warranty, although if the fit remains an issue, it may not resolve the problem. I noticed the filters are still available for sale on your site but would prefer a refund and to suggest removing them from your catalog due to the fitting issue.

I received the incorrect spark plugs for my [redacted] 750Li BMW. These plugs do not match the needed resistance for my vehicle. This could potentially cause damage. Order number [redacted]71 was delivered on time, but unfortunately, the plugs were incorrect. I am Eddye L. You can reach me at [redacted] or email me at [redacted] I need to return the plugs for a refund to purchase the correct part. I am looking forward to resolving this issue promptly and hope for future transactions to be smooth. It is crucial to have accurate parts listed to prevent potential damage to vehicles.