Rockauto Customer Service Issues

I experienced an issue trying to place an order multiple times due to a combination problem. After several attempts, the order finally went through, but I received the wrong items from Rock Auto. The $56.37 order resulted in a credit of $4.91. A similar situation happened with Parts Geek where I was charged $58.00 for incorrect items, and it cost me an extra $16.00 for the return. Both companies used oversized boxes for shipping, resulting in higher return costs. Despite the errors, neither company seems willing to provide a refund, which is frustrating. Dealing with automated orders has been a terrible experience, akin to being held at gunpoint.

I bought a right axle from your website on March 28th, [redacted]. After installation, it makes a lot of noise when turning right. My mechanic confirmed the axle is defective. I would like to return the item and be reimbursed for the labor costs. I expected a quality product from your website. Thank you. - Zeynep M., 27 Acorn Hill Rd, Woodbridge, CT, [redacted].

I recently purchased an AC compressor kit for my car, but the electrical connector didn't match up due to the incorrect position of the compressor. After realizing my mistake in ordering the wrong plug connector angle, I requested a store credit for the correct part. However, I am being asked to wait three days for the warehouse to process my return before issuing the store credit. I am eager to get the right part and willing to pay the price difference immediately. It would be more convenient if the store credit could be processed promptly so I can place my order for the correct compressor without delay. I believe the error in selecting the wrong connector position could have been avoided if the company had paid closer attention to my initial feedback about the bolt pattern discrepancy. I'm hopeful that by returning the part promptly in the morning, I can receive the store credit swiftly to proceed with the purchase of the right component.

I need to exchange the part I received because it was incorrect. I will be returning it and would like a store credit to purchase the correct part. I understand I need to cover the price difference and shipping costs. I mistakenly ordered an AC compressor with a 3:00 electrical terminal instead of the required 6:00 terminal for my vehicle. This was an oversight as I was unaware of the two options available. I am eager to resolve this quickly as I am in need of the correct part due to the hot weather. I hope we can expedite the exchange process and have the right part shipped to me promptly. It seems like a simple error that could have been avoided by sending the correct part initially. I am willing to return the incorrect item so I can receive the store credit immediately and place an order for the proper part without delay. Thank you for addressing this matter swiftly.

I printed two return labels for different parts. The first label appears normal, but the second one is concerning. My name and address are in a square at the top left, with "Rock Auto Return" centered below it. The label lacks a tracking number or a barcode for FedEx to scan. When I attempted to track the package using the provided number, it indicated it was a FedEx tracking number. I am worried about how to proceed with returning the item. I paid $7.36 for the label, and I'm unsure if additional fees will be required. The screen displayed: Return Warehouse1 (Huron, OH) return tracking: [redacted]88 Pre-paid label deduction -$7.36.

Rock Auto team, I appreciate the 5% discount notice I recently received. However, I haven't placed an order lately due to the high shipping costs compared to purchasing parts locally. After considering the shipping expenses, the total cost often equals or slightly surpasses what I can find nearby. Nevertheless, I will keep your store in mind for larger items once our newer equipment ages and requires more significant replacements. Thank you, and I wish you all a pleasant remainder of the week. Best regards, Sid K.

I made an online order on April 25, [redacted], for the SKP SK[redacted] Mass Air Flow (MAF) Sensor. I received confirmation number [redacted]56 from Rock Auto after using our company Mastercard to place the order. Today, I tried to check the delivery estimate but kept getting an "Order Not Found" message on your website. Please let me know if the part is on its way or if the order was canceled for any reason. It would be appreciated if customers were informed about cancellations. Sincerely, Howard B. from California Technical Services in Guam

I recently purchased two rotors for my [redacted] Ford Ranger. The driver's side rotor fit well, but unfortunately, the passenger side did not fit. This is very urgent for me as I need my car by Tuesday, and I was counting on having it fixed the same day. I have bought several items from your store before and need your assistance promptly. Can you please overnight the correct rotor so that I can get my vehicle fixed and be able to travel as planned? Please reach out to me at [redacted] at your earliest convenience. Thank you for your help with this matter.

I recently purchased brake cylinders for my [redacted] VW Bug, but unfortunately, the rubber cups are too thick, causing them to rub on the VW OEM drums and peel back. I need to return these parts as they are not suitable for my vehicle. I am disappointed that I have to cover the return shipping costs for defective items. I am not looking for the same parts as replacements, but rather seeking a refund to purchase better quality ones elsewhere. I appreciate any assistance with the return process. Thank you, Craig G.

I have noticed a fuel leak from my Carter P76440M fuel pump purchased from you on September 19, [redacted], for my [redacted] Chevrolet S10 with a 4.3 liter Vortec engine. The leak comes from one of the connectors when the pump is on. It's a slow but steady leak. The faulty connector is on the far right if looking at the pump from the left side. I have pictures for more clarity. I am looking for advice on whether it can be fixed with new connectors and what my options are. Being 73, any assistance you can provide would be greatly appreciated. Thank you for your attention to this matter.

I received a part from you guys about 2 weeks ago. According to your website, it was supposed to fit as it had the correct part number. However, when I received it at my house, it turned out to be the wrong part number and doesn't fit my car. I no longer need it as I've already gotten rid of the car. I'm having trouble getting a shipping label to return it to you. Please assist me with this. I need some help with this situation. My contact number is [redacted]. Thank you. - R.K.

I am John E. McCarty with confirmation code [redacted]. Today, I tried to make a purchase using a split payment method. Initially, I charged $[redacted].40 to my debit card and then tried to use another credit card for the remaining $[redacted]. However, the transaction did not go through because I needed to verify it with the credit card. When I tried to do so, the order form reset without giving me credit for the payment. Although the purchase was not completed, $[redacted].40 was deducted from my debit card without providing credit. I request that this amount be refunded to my debit card before I attempt to make the purchase again.

Hello, A few months ago, I placed an order ([redacted]98) for Autolite AP45 spark plugs for my [redacted] Lincoln Continental. Today, I attempted to install them and noticed that the electrode sits slightly higher than the previous ones. I am concerned about the electrode touching the piston. I have attached photos for reference. I would appreciate your advice before proceeding with the installation. Thank you, Etienne

Regarding order #[redacted]69, I discovered that FEDEX misplaced my front and rear brake kit for my Genesis. After receiving only one brake rotor in a improperly resealed box weighing much less than the original 92lbs, I reached out to FEDEX to file a claim but was informed it must be done through Rock Auto. However, I am struggling to contact Rock Auto as there is no available means of communication. Despite being a loyal customer for a decade, this has been my most frustrating online shopping experience. Following the steps on the Rockauto website hasn't yielded any response, and my attempts to reach out by phone to their corporate office have been unsuccessful for four days straight. Consequently, I find myself at a loss of $[redacted].

I am having trouble getting a refund from RockAuto due to a damaged box caused by Federal Express during shipping. I have followed all the instructions, including purchasing a new shipping box, but I am still unable to receive a refund. The website is not user-friendly as it keeps leading me in circles when I enter my order number. My name is Andrew S., and the order number in question is [redacted]26. I believe I deserve a refund as the damage to the original box was done by Federal Express, not by me. My address is [redacted] West Lake Ruby Drive, Winter Haven, FL [redacted].

I recently purchased two Catalytic Converters on 03/23/[redacted] due to a fault in my car's engine code. I had both converters installed by an authorized foreign auto shop, and despite resetting the system three times, the engine dashboard light kept reappearing. Rockauto approved a cash refund for one converter and store credit for the other, which seems inconsistent as both were for the same vehicle. I am now facing additional labor costs due to the faulty product. I believe both returns should be refunded in cash to resolve this matter effectively.

I am Yves Larose, and my phone number is [redacted]. Order number [redacted]64. I purchased a rack and pinion along with both tierod ends, but I have not received them. FedEx was responsible for the delivery, but they claim the package is lost. I am seeking assistance to contact FedEx and receive a refund for the undelivered items. These parts are crucial for my [redacted] Plymouth Breeze, and without them, I am unable to complete the necessary repairs. I have been attempting to contact RockAuto without success. FedEx advised me to request RockAuto to communicate with them to arrange the refund.

I recently returned a license plate frame (part #[redacted]80) due to having holes drilled in the wrong place, making it unusable. Despite this mistake on your end, I was charged a return fee. I believe customers should not incur charges for returning defective items. Discovering that this issue has happened to other customers as well, I am disappointed with this experience. I am hopeful for a refund for the shipping cost associated with returning the faulty part to you.

I recently ordered a torque converter that was supposed to be an exact fit with a diameter of 10.[redacted] inches. However, the part I received is 11 inches in diameter, making it impossible to fit into my transmission. It seems like there was a mistake in the remanufacturing process, either with the incorrect sticker or part number. Unfortunately, the only return option on the website is for a core refund with no exchange available. I need to return this unusable part and receive a refund. Thank you.

I purchased a starter, spark plugs, wires, gasket set for the top end, spark plug cap, and a map sensor. Unfortunately, the motor blew before we could complete the repair. We no longer need these parts and would like a refund. The items are registered under my name, Julia Bean, and my son Tyler Morton. You can reach us at [redacted] and [redacted] All items will be returned in one box. Please email either of us. My number is [redacted] and my son's number is [redacted]. A quick response would be appreciated. Despite this issue, we have been impressed with your company's customer service and plan to continue ordering from you in the future. Thank you for your attention. Tyler Morton, Julia Bean.