Rockauto Customer Service Issues

I received a master cylinder for a [redacted] Olds Cutlass (order #[redacted]11) back in late October [redacted]. I kept it in the box while restoring the car and only recently installed it in early March. After attempting to bleed the brakes for a day, I realized there was no pressure. Upon inspection, I found a missing piece in the cylinder kit - the high-pressure seal was not included. I had to purchase a replacement locally to fix the issue. I do not require an additional part, but I wanted to address this defective item. Please reach out to me via email at your earliest convenience.

SPANISH Número de Orden: [redacted]84. Hoy, en marzo, recibí una llamada del equipo de DHL informándome que mi repuesto, según la Orden, se extravió debido a un robo durante el traslado. Solicito que se active el proceso de reenvío con las mismas condiciones de la compra original. Cualquier consulta, por favor, enviar a mi correo *****@***.com. Saludos, Arturo Wilder Escobar. GetHuman-artwiles todavía no indicó qué debería hacer Rockauto para solucionar esto.

I was informed that my Visa card would not be charged until the item was shipped. However, I have already been charged, and the item has not been shipped. I am unsure if they even have the item in their warehouse, as it was not specified when I ordered the parts. I should have opted for the competitor who would have matched the price and already sent out my items from the warehouse. Providing an order number is not helpful if nothing has been shipped and my card has already been charged. The item will not arrive until next week, which is frustrating as it goes against what was promised. Selling something that is not in stock and charging the credit card before shipping is unacceptable. I expect the company to cover expedited delivery once they have the product in their warehouse. I require the product sooner due to this delay caused by their actions.

The brake pads I received came in an already opened box, which was not a problem as they weren't used yet. However, the noise-reducing pad that attaches to the back of the pads was already applied. Two out of the four pads had the rubber glued on a thin metal plate installed off the hole centers. When attempting to install them, I realized the pin centers wouldn't slide through the holes, so I had to modify the backing plates to make them fit properly. This seems to be a quality control error on Rock Auto's part. Despite this issue, I did not return the pads due to already beginning the installation process on March 9, [redacted]. In the future, there should be better inspection of customer returns to avoid situations like this.

I bought 4 items (2 pairs) from Rockauto. I got 2 Mevotech GX9802 ball joints. When I opened the boxes, I noticed they were different from each other in size and one was pre-greased. I also purchased 2 Mevotech MK90123 parts. However, when opened, they didn't match the description on Rockauto or Mevotech's website. They seemed like Mevotech's Original Grade instead of Supreme parts. They only offered a refund, not an exchange. I was disappointed that I would have to pay shipping again for the correct parts due to their mistake. It doesn't seem fair.

I placed an order (#[redacted]38) on January 14, [redacted], and received it on January 18, [redacted]. I left it on the shelf as I don't drive that car in the winter. Recently, I installed the wires but encountered issues with the car running choppy. A friend, a professional ASE mechanic, identified crazy misfires on cylinder 3. Upon inspection, I found that the wire for cylinder 3 was defective out of the box. I purchased Motorcraft wires, trying to get original equipment quality. Despite installing the wires more than 30 days after receiving them, they were faulty. Now, I have ordered replacements (#[redacted]82) but am concerned about the shipping costs adding up. Dealing with this has tested my patience and become quite costly. I hope for a resolution that doesn't burden me financially. Thank you for understanding my situation. - Chuck E.

Hello, I recently tried to return front axels for a [redacted] Chrysler Town & Country Touring 3.8L that I had purchased under order number [redacted]89 on 2/16 for the same vehicle. The parts, APWI CH [redacted] and CH [redacted], did not fit due to a mistaken car info entry online where I saw 3.3L instead of 3.8L. I faced difficulties canceling the return or updating the car info due to the website's unfriendly interface. Kindly email me the return label at [redacted] The order was paid using three cards, and I would like the refund to go back to Visa ending in [redacted]. I do not want any negative impact on my credit score. I spent over 2 hours dealing with this return process, and it has been challenging. Please assist promptly by sending the return label via email as I am busy and online throughout the day. The parts are securely packed in one box for return. Thank you for your help. JB

Order number [redacted]26: I received the incorrect brake pads in my order. Due to weather conditions in northwestern Washington state, I wasn't able to have them installed by the return date of 2/23/[redacted]. When I started the repair on 3/19/[redacted], I found that the brake pads were too small. This marks the third time I've received the wrong parts from Rockauto. About four years ago, I also received the wrong strut for the car's side, despite returning it once. As a customer for nearly 15 years, I won't be seeking a refund for these errors. I've decided to purchase the parts from an auto store in the future to ensure they are correct. Unfortunately, I will not be ordering from Rockauto again, and I won't be recommending the company to others.

Dear Sir or Madam, I have a special request. At the age of 60, I fulfilled a dream and bought myself a Chevrolet Caprice Station. Now, there are some things that need to be done, and I received a list of parts, etc. I am having trouble understanding what to order 🤷‍♀️ Could you please put everything together for me so that I can be sure to order the right items? 🙈 List attached 🤷‍♀️ That would be greatly appreciated. Best regards, Marion Stahl - Complete front and rear brakes - Brake hoses - Transmission filter and gasket (automatic) - Engine oil filter - 8 x spark plugs - Distributor cap and rotor - Ignition wire set - Engine oil flush Eurosol green bottle - Fuel system cleaner Eurosol red bottle - Seal or repair kit for brake booster via servo - Windshield wipers - Air filter - V-belt - Door and window rubbers all

Order number [redacted]01 for APEX AMS3560 was recently placed for a [redacted] Buick Regal 3.8 Liter Custom Intake Plenum Gasket. Upon inspection, it was discovered that the part received did not match the original item. The Buick Regal has an L27 version of the 3.8 liter engine with an old metal aluminum intake that does not require a gasket as it is sealed with shellac. The lower gasket set was correct, but the upper plenum gaskets were not as expected and are not returnable. The engine parts listing does not include the intake gaskets for the lower intake manifold, which are essential for proper sealing. These specific orange gaskets are required for the assembly just below the throttle body and may need to be sourced separately or custom made due to their potential obsolescence. It's a regrettable oversight not to have checked the parts listing thoroughly before making the purchase.

I ordered part #[redacted] for my car, but it was defective. When I tried to file a warranty claim through my account, it kept saying it wasn't meant for my specific car, a [redacted] Buick Lacrosse CXS 3.6 with sport suspension. Even though the dealer was backordered and you had it in stock, the warranty claim was denied. The part causes a knocking noise whenever I drive over a bump.

I have been attempting to place order number [redacted]29 for almost a full day. After being flagged in fraud detection, I resolved the issue. However, Rock Auto refuses to accept my debit card. I have now tried split payments with a prepaid visa and PayPal, but PayPal is also causing issues. I am running out of solutions and simply want to complete the purchase for the much-needed parts. I have been a loyal customer for years and never faced such challenges before. These parts are essential, and the delay is hindering my repairs. Please assist in resolving this matter promptly. Thank you. My name is Jesse.

I have a [redacted] Buick LeSabre Limited with a [redacted] Series II engine. The engine analyzer is showing Code P1404, indicating an issue with the EGR valve. It seems to be stuck open or having circuit performance problems. It's a GM current model with the EGR valve closed.

I bought a rear light assembly from RockAuto for our [redacted] BMW X3, ensuring it was the correct order. Upon arrival, the part fit perfectly but lacked the LED bar that illuminates when you brake. This was not mentioned in the description on the website. When I tried to return it, their system marked it as "Unreturnable." They claimed it was not meant for my vehicle, which it was. Unfortunately, there is no way to contact them to resolve this issue. Just a warning to others to be cautious when purchasing from RockAuto.

I ordered brake pads from this company for my [redacted] Nissan Rogue, front and rear. Order # [redacted]56. The rear pads fit, but the front pads did not. The part number on the replacement pads did not match the original ones. During the return process, I was informed I have to pay for return shipping. I believe I should not incur this cost as the error was not mine. If this is the company's stance, I will not be a returning customer. Moreover, the lack of phone contact for customer service is concerning.

Subject: Issue with Order #[redacted]35 Dear Rock Auto Support, I am writing about my recent order (#[redacted]35) placed on Tuesday, April 5, [redacted], at 01:17 PM Central Time. I chose Fedex next day air for shipping, expecting delivery on Wednesday, April 6th, by 4:30pm. However, I received a last-minute notification from Fedex today at 4pm stating a delay until Thursday, April 7th, by 4:30pm. This unforeseen change has caused inconvenience as I had paid extra for expedited shipping. I request a refund for the price difference between Fedex Express Air and Fedex Express Ground, back to my original payment method. I do not wish to receive store credit for this purchase. Thank you for your attention to this matter. I have been a loyal RockAuto customer and would appreciate a prompt resolution. Best regards, L. Valentine

I purchased 2 knuckle assemblies for my [redacted] Ford Transit Connect XLT from Rockauto on March 1, [redacted]. After installing them, my ABS system stopped working and displayed errors. Order #[redacted]16. The issue seems to be with the bearings as they lack the inner magnetic ABS Encoder seal. I would like to return both knuckle assemblies for a refund unless you have ones that are compatible with ABS. However, I have been unable to reach anyone for assistance, and if this issue is not resolved, I may need to reconsider future orders from Rockauto.

I purchased a STANDARD MOTOR PRODUCTS part number PSW77 for my [redacted] Ford Super Duty F-[redacted]. The part description on your website seems to be inaccurate and confusing. Despite ordering the correct part on February 19, [redacted], with order number [redacted]68, my attempt to return it based on the given information was denied. The reason given was that the item was not meant for installation on my vehicle, raising the question of why it was advertised for my specific vehicle on your website. The inconsistency between the part description and the actual compatibility with my car has caused frustration.

Order number: [redacted]2 I am looking to return a product covered by a limited lifetime warranty. The item in question is a Dorman window regulator that I bought back on 10/06/[redacted]. After it broke, I successfully returned it and received a replacement at no cost around 09/[redacted]. However, this replacement has now failed again after approximately 4 years. Following the instructions on the website, I tried to purchase another unit and then return the defective one for a refund, but I encountered an issue. The website does not allow me to process the return or warranty claim for the product, directing me to go back to the initial [redacted] order to apply for the warranty. Yet, I cannot find where to apply for the warranty on the old order, as it just leads me to a dead-end message. I would appreciate speaking with someone who can guide me on the next steps. The newly purchased regulator is installed and functioning properly. Best regards, K. Curl

I recently purchased a [redacted] shifter cable for my Dodge Dakota 3.9 L V6 engine. The VIN# is 187GG12X02S592582 to assist with locating the correct part. Installing the shifter at the dash went smoothly, but I encountered issues trying to fit it through the firewall and had to make adjustments by drilling the bracket and hole. Now, after installing the cable, the shifting feels loose and I've lost low gear. It appears that the shifter may be too long for my vehicle. The order number for this purchase is [redacted]43, placed on Friday, April 1, [redacted], at 6:30 am. I would appreciate checking if there is a different shifter available for my truck or assistance in resolving this matter. Thank you, Dale B.