Rockauto Customer Service Issues

Hello Tim, I appreciate your email. I do not own Rock Auto Parts but I'm Scott from Rock Auto Service. I understand the inconvenience of not being able to create a parts list for your vehicles on our website as you can with Autozone and O'Reilly. I apologize for any confusion caused. Thank you for being a valued customer. Warm regards, Scott S.

I purchased a fan in February, but it arrived damaged, so I returned it. Recently, Rock Auto mistakenly sent me a radiator instead of the radiator cooling fan motor I ordered for my '93 Ford Taurus. Despite trying to return the radiator via FedEx on April 13th, it was returned to me on the 15th. I am unable to afford another return shipment and still require the correct fan motor. I initially opted for Rockauto due to affordability, but now I am frustrated with the delays in fixing my mom's car for her birthday. The situation has caused inconvenience as her birthday was on April 1st and the car remains unfixed as of April 15th. I paid $[redacted] plus tax for both parts, which includes the wrong radiator. I am seeking guidance on how to receive the correct fan motor. Thank you, Deanna L. ([redacted] Drowning Creek Rd. Waco, Ky. [redacted])

Order [redacted]69 I purchased two FCS [redacted] shock absorbers, which arrived without any issues. However, the FCS [redacted]R shock absorber that I also ordered arrived in its box but does not match the specifications or photos advertised. Upon checking other websites, it is confirmed that the part received is incorrect. To complicate matters further, instead of the GABRIEL G57073 shock absorber, I received an FCS [redacted]L shock absorber that was not even part of my order. This incorrect shock absorber, along with the FCS [redacted]R, poses a challenge as I am unable to identify the correct vehicle these parts are meant for. This is particularly problematic for me as I reside in Chile and need to recoup some of the expenses incurred, especially the shipping costs from the USA to Chile.

I ordered some parts for a [redacted] Honda Pilot in March, but I didn't receive the front rotary or one of the wheel bearings when the items were delivered. I have tried to reach out through text and email, but haven't received a response. My wife, Kathy M., ordered the parts. I urgently need the missing items to fix the car. Please send me the front rotary and the wheel bearing. If someone could call me to explain the situation and what steps I need to take, it would be greatly appreciated. I don't want to lose customers over this. You can contact me at [redacted] or email me at [redacted] Thank you.

Order [redacted]; I selected the Denso [redacted] part from the menu for my [redacted] Chevy HHR 2.4 L. Upon receiving it, I found it to be over half an inch longer than the original part. I returned it and ordered the NTK [redacted], which turned out to be the correct size. I was charged for return shipping and re-shipping of the new part. Since the first part didn't fit correctly, leading to the additional charges, I believe I should be refunded for both the return shipping and the new shipping cost.

Order number [redacted]19. I placed an order for a Wagner MX340A via FedEx delivery and paid the postage as instructed. However, my local post office left a note stating I owed them additional postage for brake pads or they wouldn't deliver the items. When I contacted them, they informed me that FedEx had left the package with them for delivery and I had to pay them directly, despite my prior payment. I contacted FedEx, but they had no record of the package being with them. I am seeking a refund for the postage and the cost of the parts as I refuse to pay double postage. This issue needs to be resolved for me to consider future purchases from Rock Auto.

I ordered a part on Thursday with FedEx express shipping for a speedy delivery, but as of Saturday morning, it's still at the warehouse with a pending status on FedEx's end. I have proof of my order confirmation and the estimated delivery date was missed. I've been in touch with FedEx, and it seems like Rock Auto hasn't handed over the part for shipping. I'm requesting a full refund for the shipping and the part. My contact number is [redacted]. Thank you.

Hello, I recently received a car that had been in storage for 13 years. Before getting this car, I ordered various parts that I believed it would require, such as timing belts, a water pump, and an alternator. After looking at the catalog, I also purchased an idler pulley, which I later realized is not even used in my car. Upon trying to return the wrongly described part, I was only offered a "discounted return label" that costs $20.27. The part itself cost $30.27 with an additional $15.26 for shipping. It is frustrating that the catalog listed a part that does not belong to my car, making it a challenge to reach out to the company for assistance. My order number is #[redacted]74, and the idler pulley part number is Hayden [redacted].

Subject: Regarding Order #[redacted]16 I placed an order for parts on April 26th and opted for expedited shipping, hoping for a quicker delivery. However, I only received the order on May 2nd, which was not as speedy as expected considering the additional cost for expedited shipping. I understand that delays can happen beyond your control, but I felt it was important to share this feedback. Despite this shipping issue, I want to express that we have generally been pleased with the products we've purchased from your company. Thank you, S. Ohlin

I am seeking advice on the best water pump for my [redacted] Chevy Suburban 5.7 V8. I have found one for $[redacted], but I'm open to cheaper options if they offer similar performance. Additionally, I would like to know what else I need for the installation, such as a fan clutch motor. This is my first time attempting this repair, so I want to ensure I have all necessary components. Thank you for your assistance and feel free to reach out to me at [redacted] if needed.

I recently completed installing part [redacted], the rack and pinion, which caused a leak near the passenger side boot once I put in new power steering fluid and started the car. The leak began as a steady stream and then reduced to a drip while the car was idling. I will need to return the faulty part and get a replacement without being charged additional fees. Additionally, I have an unopened item from part 46101G in my order that I need to return as well. I hope the replacement part works smoothly and I appreciate your assistance in resolving this issue promptly. Thank you.

I would like to return part number [redacted], PO number [redacted]. It arrived around April 19 or 20. The first mechanic shop where I left it overnight couldn't fix it, causing a delay of two days. After taking it to another shop across the street, we faced another two-day delay. Eventually, a different mechanic advised it was the wrong part after several more days of waiting. - Kelly Hilliard, [redacted].

Hello, I am having trouble accessing my account. My code is being rejected no matter what I do. Additionally, your website is not accepting the order number for my item. I urgently need to settle customs fees with Fedex. What steps should I take? Order [redacted]70. Sincerely

Hello, I'm having trouble accessing my account. Regardless of what I do, my code is being rejected. Additionally, your website is not accepting the order number of my part! I urgently need to pay customs duties to Fedex. What steps should I take? Order [redacted]70. [redacted] Sincerely

My order #[redacted]64 was shipped incomplete with only half of the parts, which lack paperwork and have mismatched part numbers on the boxes. This has caused confusion as I cannot verify if the received parts are correct. The other half of the order is missing, prompting me to open a ticket online for assistance. Despite reaching out to Rock Auto with questions, I have not received any responses regarding the correctness of the parts already delivered. I am expecting the remaining half of my order by Tuesday. A phone call from customer service to address these issues would be greatly appreciated. Ronald Fortin

Subject: Return Request for Order Number [redacted]50 I would like to return the following parts: - Ignition: Spark Plug Wire, Standard Motor Products [redacted] - Suspension: Shock Absorber, Monroe [redacted] - Four Seasons [redacted] - Four Seasons [redacted] - Ignition Coil Wire ACDELCO 355D - Coil Spring ACDELCO 45H1043 - A/C Condenser APDI/PRO [redacted] - Ignition: Spark Plug SKP SP1037 - Ignition Coil ULTRA-POWER DR49 My late husband and I have been loyal customers of Rock Auto for years. Unfortunately, he passed away, and I now wish to return these unused parts for a refund. I am unable to cover the shipping costs due to unemployment. Your understanding and assistance in arranging the return would be greatly appreciated. Despite missing the Return Policy deadline, I hope you can show compassion and allow me to return these items. Thank you, R. Gray

To RockAuto Customer Service, I encountered an issue with a recent purchase. On 29 March [redacted], I bought an Under Car Shield (Order # [redacted]) for $[redacted].78 from your website. While the item arrived promptly, I had to wait for another part from Volvo before taking it to my mechanic. Unfortunately, the Volvo part only arrived on 12 June [redacted], and when my mechanic tried to install the shield on 15 June [redacted], he found it was cracked. I attempted to process a return or replacement, but was informed that due to the 73 days lapse since arrival, it was not eligible. To proceed with the repairs, I re-ordered another Under Car Shield (Order # [redacted]94) from RockAuto, costing $[redacted].78. I hope for your assistance in crediting my card for the faulty part. Thank you for your attention to this matter. Best regards, Mr. G

Upon receiving my order #[redacted]80, I was surprised by the shipping cost of $[redacted]. I was taken aback to find that the plastic bumper part arrived in a box that was excessively large (16x42x70), a discrepancy that seemed unnecessary. The item did not weigh 40 pounds as indicated, mostly due to the oversized and damaged packaging. This shipping oversight has left me questioning future purchases from your company. I respectfully suggest a partial refund or credit towards my next order to address this issue.

I paid extra for parts to be delivered by Monday, July 11th, but the email I received today says I "should" get them by Tuesday the 12th. I feel like I've been misled into paying for a shipping option that isn't being followed. Now, I have to cover the costs for an additional day because I've already scheduled the job. If this is how RockAuto usually operates, then I might consider taking my business elsewhere.

I need to replace 2 front ball joints that are still under warranty. I requested a warranty replacement and added the parts to my cart, but they appeared as two separate orders. I suspect this may be due to them being from different warehouses. Upon trying to check out, when I clicked the link below each part, it only led me back to the homepage and I could only see one part in the cart. Although one part is in the cart, the other is not adding, and the status shows "return authorized" for the parts I want to replace. I am unsure if the parts are on their way or if I need to reorder them and pay again. I also haven't received any confirmation emails. I urgently need these parts and am confused about the process. I'm considering whether to reorder and pay or wait for the parts to arrive. Kindly reach out to me via email to provide guidance as this is my first time returning parts and I am uncertain about the next steps. Thank you for your help as I can't afford to purchase the parts again.