Rockauto Customer Service Issues

I ordered a brand new alternator for my [redacted] Nissan Maxima on 12/12/[redacted], and it arrived on 12/23/[redacted]. After installing it, my car only ran about 7 miles before failing to start, even with a battery jumper. I'm having my mechanic check it again tomorrow, 1/19/[redacted]. Due to personal and financial hardships, I am struggling to deal with this. I need help to resolve this issue promptly. My friend who purchased the alternator for me is currently very ill, and I'm unsure how to handle the situation if something happens to him. I accidentally discarded the packaging as I thought I wouldn't need it for a new part. Please contact me or Dan at [redacted] for assistance. Thank you.

Last night, I received an email stating that the Fram oil filter was out of stock. I promptly canceled that part of my order and resubmitted it. Despite this, I received two phone calls accompanied by voicemails regarding the order. Upon checking the order status, I found that the filter had indeed been canceled. It is confusing why Rock Auto is calling customers when they lack sufficient staff to address such issues. If phone customer service is not feasible, their online services should be better coordinated. I expected an email confirming the cancellation of the oil filter and the shipment of the remaining items, but instead, I received multiple phone calls. Rock Auto needs to either synchronize their software system or offer adequate phone support.

My order number [redacted]11 did not arrive with all the parts I ordered. Part of the order seems to be stuck in limbo with tracking number [redacted]82. I paid for 2nd-day shipping and was expecting the parts on 01/24/[redacted]. However, the tracking information only shows it reached the Los Angeles sorting facility on 01/22/[redacted] and hasn't moved since. Despite contacting DHL, they have been unable to locate the package. It's frustrating as Los Angeles is just a 5-hour drive from my home, and it has been 4 days with no delivery. I would like to cancel this part of the order and receive a refund as I need to purchase the parts from a local store now. This delay is causing a significant issue for me as my customer's engine completion will be delayed by a week and will cost me $75.00 extra due to local store prices. I have faced shipping issues with Rock Auto before, and now it won't let me cancel the order online, which is quite frustrating.

I recently installed Monroe struts assembly on my [redacted] Honda Odyssey. Unfortunately, after installing them, I noticed a significant grinding noise when turning the wheels, which was much worse than the original Honda part I was replacing. My wife attempted to initiate a return online, but accidentally selected the option to return the parts without indicating that they were defective. We are now unable to process a refund as the system shows the part as nonrefundable. We would like a refund on the original payment method or to receive a KYB brand strut assembly as a replacement. We understand the error in the return process and would appreciate the chance to explain the situation to a representative. It is frustrating to be left without parts to fix our vehicle due to this issue. Thank you for your assistance in resolving this matter.

I recently purchased a timing belt component kit that included a water pump. To my disappointment, the water pump provided in the kit was incorrect and did not fit my [redacted] Mitsubishi Eclipse with a 2.4-liter engine. I had to purchase a new water pump from a parts store for $81.99 to complete the job for my customer. This was the first time I encountered any issues with parts from RockAuto, from which I have made many purchases before. I am hopeful that I can be reimbursed for the $81.99 I had to spend on purchasing the correct water pump. I am willing to return the incorrect water pump that was originally sent to me. I have photos showing the comparison between the original pump and the incorrect one I received.

Order #[redacted]74: A certified mechanic recently installed 8 coils on my Vanden Plas, but the car started running terribly, only reaching 28 MPH. Upon reverting to the old coils, the car ran perfectly again. This is urgent because my daughter needs to transport the car via train on 1/30/[redacted]. Due to time constraints, I had to purchase new parts from O'Reilly Auto Parts on 1/29/[redacted]. The mechanic confirmed that the new coils are incorrect and is willing to stand behind their assessment. I believe a refund is appropriate as the mechanic was unable to rectify the issue with the new coils. Please contact me at [redacted] and ask for Rod to discuss further. The parts are unused and still in their original condition. Thank you.

I've had a $[redacted] order in my cart for a week now. When I try to place the order, the Visa verification keeps stopping it. I contacted my credit union and verified that there is nothing wrong with my card. They mentioned that this visa verification system is outdated and not commonly used by most merchants. Last month, I placed an order without any issues. I have 11 items in my cart, but every time I revisit the site, my cart is empty, making me start over again. The phone number provided on the site is for corporate purposes only; there is no customer service available. As a manufacturing engineer, I understand the importance of prioritizing customer service. It's disappointing to see the lack of care for customers. I've heard negative feedback about Rock Auto before, and now I'm experiencing these issues firsthand. I left a voicemail with the receptionist at the headquarters, but I'm unsure of a response. Please investigate this matter. Thank you. - Bill P.

I am interested in purchasing molded carpets with part numbers ACC [redacted]0 and ACC [redacted]2. I noticed Rock Auto has limited color options listed. When I reached out to the supplier, ACC, Inc., they mentioned supplying the carpets to Rock Auto. Can I order a different color directly from AUTO CUSTOM CARPETS INC. if I provide the color code? If I request a different color and encounter any issues, would I be able to return the item? Thank you, Sam.

Today, I received the direct fit muffler for my '94 Buick Century 3.1L, but it's not at all what I expected. The new muffler is larger in every dimension - longer, wider, and deeper than the original. Additionally, the hangers are on the wrong side. I'm looking for the correct muffler that will actually fit my car without any issues. This replacement doesn't come close to fitting within the clearance provided by Buick, so I'm unhappy with this purchase.

I recently purchased 2 new Strut coil spring/mount assemblies in December. Just 3 days after my mechanic installed them, the passenger side strut blew out and now rattles inside the coil spring. Consequently, on Sunday, February 2, I had to pay $[redacted].00 to have the warranty replacement installed. Today, the driver side shock has also blown out and is now rattling. I am disappointed in the quality of these parts and frustrated that I have to purchase another one from China. I would appreciate a prompt response as I have heard others have had similar issues with Rock Auto.

Order: [redacted]71 - Item: Antoine USA [redacted] I placed this order on November 30, [redacted]. As I had car repairs pending, I couldn't test the headlights immediately. When I finally tried them, the lighting was extremely poor, making night driving dangerous. I would like to return the headlights without exchanging them due to high taxes. How can I proceed? Thank you, Chris Croset

I bought a bumper back in June [redacted]. I recently noticed rust on it and took it off for a warranty return. I want to know if I can pay the difference to upgrade to a better bumper. My truck is stored in the garage and has very low mileage. If I can't upgrade, I'd like to know if the replacement will come with a warranty since the current one didn't even last a year. My truck is a [redacted] model. I'll wait for your response before proceeding with the warranty return process. My order number is [redacted]90. Thank you, Ryszard.

Hello, I am inquiring about my order that is not going through. I already paid the total amount of $39.80 through National Bank for Order #[redacted]30. However, on the order status, it shows a balance due of $40.06 in red. Even though the bank has sent the money, it seems the price increased by 26 cents while the banking process was ongoing. Do I need to go through the banking process again since I have already paid the amount specified in my order invoice? I am unsure of what steps to take next. Thank you. - P. Morin

Good afternoon, I am writing to address an issue I encountered while trying to place an order on your website. I received a message stating that some items in my cart are too large for the selected shipping method. The website did not provide an option to change the shipping method for these oversized items. I am seeking assistance on how to proceed with ordering these items successfully. Thank you.

I recently made order #[redacted] today, February 5, [redacted], and forgot to use the 5% discount code ending in ...[redacted]. Kindly apply this discount to my order and confirm the application of the discount and subsequent refund. If this request poses any challenges due to my error, please feel free to cancel the order. Please send confirmation of the refund details to my email: [redacted] Thank you in advance for your assistance. Sincerely,David V.

Subject: Billing Issue – Multiple Charges on Order Hi RockAuto.com, I recently placed an order and noticed that I have been charged multiple times for it. I was supposed to be charged $23.00 on PayPal and $30.89 on my card ending in [redacted]. However, I see that I was charged $8.89 and $30.89 three times on the card ending in [redacted], as well as $23 on PayPal from the card ending in [redacted]. The total should only amount to $53.89. I have spoken to my card holders and they confirmed the extra charges. I kindly request a refund for two of the four charges: $8.89 and one of the $30.89 charges on the card ending in [redacted]. Please confirm the refund via email and a call back. I will provide screenshots of the charges and the receipt for reference. Your prompt attention to this matter is appreciated. Thank you.

I ordered multiple parts for my [redacted] Murano in separate orders. Now, I placed an order under a friend's name with the following reference number: Ord-[redacted]8. The issue is with the rubber bushings being worn out on both lower control arms, left and right (part numbers GS301006 and GS[redacted]). I am looking to replace them with better quality parts like RK622157 and RK622158. I attempted to return the order, but the system did not allow me to change brands. I want to avoid facing the same problem with the replacements in six months. Please assist me in resolving this matter and guide me on the next steps to take. I hope you understand my situation and can help me before I lose trust in RockAuto. Thank you.

Hello, I placed an order on February 3, [redacted], for $[redacted].91 with ordernumber [redacted]84. I paid through Paypal, and the amount was deducted from my account. However, there is no history of my order, no tracking, or invoice from Rockauto.com. The order status is not showing anything. I am concerned about what might be happening. Could Paypal have returned the money, and could you please investigate this situation? Kindly keep me updated or refund my money. Thank you, Arie van Rosmalen.

Hello, I am Randall Kirkman from [redacted] Verbena Avenue, Henderson, Nevada, [redacted]. I recently bought a brake rotor kit with pads from your company. Unfortunately, I did not receive the confirmation email with the parts list and tracking number. The payment has been deducted from my account. I think I may have provided the wrong email address during the order placement. The correct email address is [redacted] Could you kindly resend the order confirmation to the correct email address? Thank you.

On 2-3-20, I placed an order for brake shoes for my [redacted] Dodge with order number [redacted]60. I provided them with my shipping address, which differs from my mailing address. Unfortunately, the package was sent via USPS instead of FedEx, causing it to be returned as USPS doesn't deliver to my physical address. Despite being reassured about FedEx shipping, this issue arose. I have another order on the way next week facing the same dilemma. I'm worried and hoping to prevent a recurrence. I urgently require these parts. Your assistance is appreciated. Thank you, Sue.