Rockauto Customer Service Issues

I purchased a part from rockauto.com as I have done numerous times in the past 10 years. The vehicle details were entered correctly on my account. I ordered a VSV switch for EGR and a canister purge valve, but received two identical parts from different manufacturers instead of the correct parts when I opened the box at the mechanic's yesterday. Due to financial constraints, I couldn't afford the installation until now, so I missed the 30-day return window. I've always recommended Rock Auto, but now I face the issue of not being able to exchange the wrong parts for the correct ones due to the time lapse. Contacting customer service seems like a challenge. I seek an exchange rather than a refund to get my vehicle up and running for smog and registration. This experience has left me feeling let down.

I attempted to return a product but encountered language barriers in the process. Despite following all the necessary steps, I was informed that I could not return it. The compressor I received seems to be faulty, as confirmed by the installer. I would like to return it in exchange for a replacement, as per the terms of the warranty, while still within the eligible period. Kindly reach out to me in Spanish at [redacted]. Thank you in advance.

I purchased a part from your store, but unfortunately, it didn't fit my Ford F150 V6 4.2 6 cylinder. Even though the part number indicated it was for a Ford Mustang, only 4 out of the 6 bolts worked. This situation is causing me to take too much time off work, and I fear I might lose my job. I had to go through the return process, and while I understand I will only get a refund for the part, I am questioning why I have to cover the return shipping costs when the part was incorrect. I'm now in the position of needing to buy the part again, and the additional expenses are becoming burdensome.

Hello, this is my first time ordering from RockAuto. I ordered rotors and pads, the pads are fine. My issue is with the rotors, I ordered 261mm thinking they were the correct ones but they are not, as I realized when I mounted the first one, their size is 286mm. The discs are too small. Is there an option for me to pay the difference so they can send me the correct ones? I urgently need them, although I understand there may be some delay due to shipping and all that. Thank you for your attention.

I found the Continental GOO[redacted]S stretch drive belt listed on Rockauto for a [redacted] Chevy Silverado [redacted] LT with the 5.3 V-8 engine. Unfortunately, this belt is actually 2 inches too short for the application, causing issues during my attempted installation. While Rockauto did not accept the return, I believe it's important to notify them about this mistake to prevent other customers from facing the same problem, especially with many [redacted] Silverado 1500s reaching the mileage for belt replacement.

I purchased a Molded Upper Radiator/Coolant hose from the "Cooling System : Radiator Hose" section but received a short "Crank Shaft" toothed belt instead of the v-ribbed serpentine belt my truck needs. I confirmed through Google that my truck should use a v-ribbed serpentine belt. The belt received is not compatible, identified as "Cadna [redacted], HV [redacted], Replaces Gates # TR22435, Routing Guide CS = Crank Shaft, Premium Muti-Rib, Armor Mark, Serpentine Belt". I paid $8.69 + tax + shipping, and now I am being asked to pay $7.43 for return shipping, which contradicts the site's return policy concerning incorrect catalog information. Some product images are incorrect or missing. Overall, I was initially satisfied with my order, but receiving the wrong item and being asked to cover return costs is disappointing. A complimentary return label would be greatly appreciated. Thank you.

I placed an order, providing my shipping address for Federal Express delivery. However, the package was mistakenly sent to an unrelated post office via DHL, arriving early at the wrong address with the incorrect carrier. Surprisingly, the package was returned two days before the scheduled delivery date by the post office it was incorrectly delivered to. I paid $[redacted].38 for this order and I believe it is fair to request a refund for the undelivered package.

I received item [redacted]81 which is labeled as ULTRA-POWER [redacted] (Economy) for the Front Right. However, I actually needed item [redacted]51 labeled as ULTRA-POWER [redacted] for the Front Left. When I tried to install the item, my mechanic noticed it was incorrect. Upon inspection, I was mistakenly sent two of the Front Right pieces instead of one for each side, resulting in my car still being inoperable. I cannot use two Front Right pieces on the Left/Driver's side. This error was not my fault as I ordered the correct item with the appropriate item number. I request the correct part to be promptly sent to me, and I should not be charged for returning the incorrect item since it was a mistake on the company's end. My car being out of commission is causing me significant inconvenience, and I need this matter resolved quickly.

I purchased a Molded Upper Radiator/Coolant Hose from the "Cooling System: Radiator Hose" section for $8.69 + tax + shipping. However, I received a Crank Shaft Belt instead. My truck requires a V-ribbed Serpentine Belt, so the one sent is not useful to me. To return it for a refund, Rockauto is requesting $7.43 for return shipping in addition to gas and time. I believe this is unreasonable. I am seeking free return shipping and a replacement of the Molded Upper Radiator/Coolant Hose that I originally ordered. Thank you.

I made two separate orders with rockauto.com on September 15. I had to wait five days for payment processing as I used my bank account, which I understood. However, it has now been five days since I placed my orders, and they have not yet been shipped. To my surprise, they have charged my bank account over $[redacted].00, billing me three times for each order. The total amount for both orders was less than $[redacted].00. I am now left with no funds to purchase parts elsewhere, and my vehicle remains unrepaired, causing inconvenience as my husband is unable to fix it without the necessary parts.

I placed two different orders with RockAuto.com. After being asked to wait five days for them to verify funds in my bank account, I patiently waited despite paying extra for fast shipping totaling $[redacted]. However, it has been over five days, and my parts have not been shipped. Surprisingly, my bank account has been charged three times for each order, amounting to close to $[redacted] instead of the original $[redacted]. This has left me broke with no parts on the way and a car that remains unfixed. I am frustrated by the lack of contact options to discuss this issue with the company. I feel scammed and angry, contemplating reporting them to the BBB and considering taking legal action. This experience has been extremely disappointing and disheartening.

I am missing one of the two packages I ordered from Rockauto. According to FedEx, the missing package was delivered, but I have not received it. The photo they provided as evidence is blurry and of a car's floorboard that is unfamiliar to me. Although I have contacted Rockauto regarding this issue, they believe the package was delivered. I am at a standstill as I wait for a resolution. I am puzzled why FedEx cannot track the exact time it was scanned or speak with the driver to verify the delivery. The tracking number for the missing package is [redacted]67. FedEx's lack of assistance has delayed the repair of my car and its return to the road.

Hello, I placed an order on rockauto.com. The order number is [redacted]31 with tracking number [redacted]. Unfortunately, the order was returned to the seller by DHL. I am unsure of the reason for the return and who is at fault for this issue. Additionally, I have not received a reshipment, even though I have already paid for the order as a customer. Rockauto has issued a refund, but it only covers the cost of the parts, and I have also paid for international shipping to Europe. Thank you for your assistance in this matter.

Dear Customer Service, I recently purchased a full set of 4 wheel bearing hubs with a lifetime warranty. Unfortunately, my son experienced a tire incident on Friday while driving home from college. All the studs on one of the hubs broke off except for one, resulting in the loss of a brand new tire. Given that this was due to a defective part, I believe it should be covered under warranty and replaced promptly. The unexpected costs involved included a $[redacted] tire and a $[redacted].05 towing fee. I would appreciate a prompt response as this vehicle is important for my son's college commute. Thank you, Michelle B.

Regarding Order # [redacted]97, I am Stephen B. and I have been a loyal Rock Auto customer for over a decade. Recently, I encountered an issue with receiving the wrong boxed parts. Specifically, I ordered two Caliper Pistons for my brother's car on Sept 2/[redacted]. While all other parts from Rock Auto fit perfectly, these pistons were significantly undersized. With my experience as a licensed mechanic since [redacted], I am familiar with these cars and know that they should all have the same caliper pistons. Despite ordering the correct part number, the pistons in the box did not match. When attempting to get a refund, I was informed that a shipping fee deduction would apply, which seems unreasonable given the error was on Rock Auto's end. I hope to resolve this matter promptly and fairly.

Two months ago, I made a purchase of a car part that ended up being an empty bag when I opened it today on October 10th, [redacted]. I contacted online customer service, but they informed me the 30-day return policy had passed. Feeling like my money was stolen, I now need to buy the part again from the same store. Although disappointed, I had to make a new purchase since it's the only place with the part in stock. I hope the store will consider refunding the initial purchase for the empty bag, but for now, I have to cope with this frustrating situation and move forward.

I bought a car part two months ago but left it unopened as it was for an extra vehicle. Today, October 10th, [redacted], I opened the package only to find an empty bag. Online customer service stated it's beyond the 30-day return window, leaving me feeling like my money was taken. I regret not inspecting the item sooner to avoid this situation. Now, I'm unsure how to receive the part without having to repurchase it.

Recently, I had order# [redacted]91 from 10/7/23 for a fuel pump & housing assembly for my [redacted] Chevy Silverado [redacted] LS ext cab 2WD 4.3L 6CY. A professional installed it, but we discovered an issue with the fuel pump wiring from the factory. Despite having power at both ends after installation, the fuel pump did not engage. By comparing the old factory component to the replacement part, we realized the wiring needed to be switched. Since there were no instructions included, some mechanics may struggle with this. After making the switch, my truck is back to normal. The part I referred to is Part# SKP SKEFP016. I generally have had good experiences with Rock Auto and appreciate their affordable pricing. Thank you for your attention to this matter. Respectfully, Virginia Morris.

On 10/7/23, I placed Order #[redacted]91 for Part# SKP SKEFP016. The factory wiring in the fuel pump and housing assembly for my Chevy [redacted] Silverado [redacted] LS eCAB 2WD 4.3L 6Cy was incorrect. Even though a professional installed it, the fuel pump failed to engage due to the wiring issue. It might be challenging for some mechanics to identify this problem. I feel it's important to inform RockAuto about this matter so they can address it with the specific part from the factory. This was the only faulty part I've ever received from RockAuto.com. I appreciate that Rock Auto offers affordable prices on parts and shipping. Thank you, RockAuto.com - YOU ROCK!

I received the wrong package, but FedEx finally delivered it to the correct person. I had already initiated the return process on your website. However, I am unable to send back the package I received as FedEx has returned it to the rightful recipient. They advised me to reach out to you. The status of my return indicates it is pending shipment, but I have nothing to send back, and I am unable to modify the request. What should I do now?