Rockauto Customer Service Issues

I'm unsure if there is an issue, rather I want to confirm the compatibility of the parts. Due to budget constraints, I had to buy specific components instead of a brake and rotor kit. I need to ensure that the pads match the rotors on my [redacted] Mini Cooper S 4-door, all-wheel drive car, which has 5-bolt rotors. I fear I may have ordered the wrong pads as the 5-bolt rotors seem to belong to the Countryman model. I also wonder if the sensors are compatible with the pads I bought, even though they are not the same brand. Your swift assistance is appreciated, as I realized the all-wheel drive aspect post-purchase. I hope the rotors aren't larger than stock. Thank you for your quick help, I didn't manage to reach anyone over the phone. Have a great day.

This is my first order with your company, and I was hoping to establish a reliable relationship. I need a quick resolution to the issue I am facing. I am a disabled Vietnam veteran and am unable to open my driver's side door. Due to my health conditions, I must enter through the passenger side by crawling over the seat. I recently had a triple bypass surgery, adding to my difficulty in maneuvering. I am on disability and urgently need a refund. I ordered a BMW [redacted] X5 3.0 driver's outside door handle on September 2, and when it arrived on September 7, it turned out to be the wrong part. I didn't receive any email confirming my initial order. My contact number is [redacted]. Thank you for your assistance.

Earlier this morning, on September 10th, [redacted], I purchased two lower ball joints for a [redacted] Ford Taurus 3.0 V6. The total cost was $19.36. I confirmed the order with my bank. I am curious about when I can expect to receive the order as I plan to order struts soon as well. I unintentionally placed two orders and my bank is disputing the duplicate charge. Please cancel the second order. My original order number is [redacted]9. My name is Mr. Anthony D. Whaley. Thank you for your prompt response.

Hello, rockers! I am writing regarding my order # [redacted]4. Upon receiving the two headlight assemblies, I noticed that the outer and inner boxes were undamaged. Unfortunately, the left front assembly (Hel [redacted]51) was found to be damaged when opened by my mechanic. The inside of the light fixture is loose, with several broken plastic parts. It seems the damage occurred during shipping as the packaging inside the Hella box was intact. I have installed one new headlight and the difference in brightness is remarkable. I kindly request a replacement for the damaged front left assembly and I am willing to return the damaged one. Please provide instructions on how to proceed. Thank you for addressing this issue. - M.B.

We bought a part for our [redacted] F150 Ford Supercrew 4WD truck, but our mechanic is unavailable. We plan to take it to another mechanic for installation. If the wrong part was ordered under our original mechanic's name and email, can we still return or exchange it? Could you verify if the catalytic converter, order # [redacted]1, is compatible with our Ford truck? We have both the converter and another part still in the packaging. Thank you in advance for your assistance.

I was in need of a new u-joint for my car and trusted RockAuto, hoping the part listed for my vehicle would fit. Since the u-joint was still in place on the car and not easy to measure, I ordered 2 u-joints. However, upon arrival, I realized there was a difference between the front and rear u-joints. I accidentally ordered 2 rear u-joints and then ordered a front one. Upon disassembling the axle, I found that the rear u-joint had 2 bearing caps of 27 mm and 2 of 28.5 mm. The front u-joint received was the same size as the rear one, with 4 bearing caps of 27 mm each. Unfortunately, the front u-joint was much smaller than the one on the car. After facing this issue and disassembling the front u-joint first, I managed to create a new one using the parts from the 2 rear u-joints. Now, I still need to order a correct new rear u-joint. Sharing this to help improve future purchases. - Andre B.

I contacted customer support first and then came across this issue. I bought a rack and pinion unit with inner tie rods for my [redacted] Dodge Dakota 3.7 liter V6 pickup truck. The truck went to the shop due to a vibration issue, and they discovered the right tie rod is faulty. I followed the steps to get a replacement, but it seems that I need to buy the whole unit again, pay extra for installation, and split the shipping expenses. This is my initial purchase from Rock Auto, and the price was good if I only needed the one unit. Dealing with a defective item has turned this into a more costly purchase compared to if the shop had handled it. I'm wondering if it's possible to just acquire the right side tie rod separately instead of the whole unit to save on labor, shipping, and initial part costs. If not, when can I expect a reimbursement for the replacement unit purchase? Thank you, Josh E.

I recently assisted a gentleman, Bryan Wirts, whose wife recently passed away, with ordering parts from Rock. The situation involves order numbers 15-[redacted]7 and 15-[redacted]3. We initially placed the order for a [redacted] Ford Ranger with an automatic transmission and 3.0 engine. However, due to a possible computer error, a double order was received. The return shipping costs for the incorrect duplicate order were surprisingly high compared to the cost of the part itself. One of the parts, radiator OSC #[redacted], was mistakenly listed for a smaller engine instead of the correct 3.0 engine. I am seeking assistance in covering the expenses incurred in returning the duplicate order to alleviate the burden on Bryan, who is on a limited income. Your help in this matter would be greatly appreciated. Thank you, Paul Midura.

My son, Eric D., has previously placed orders with your company. Recently, he ordered gas lines and selected the same shipping address as before, 86 Eugene Street, Rochester, New York [redacted]. Unfortunately, the package was mistakenly sent to 85 Eugene Street and then returned. Instead of the expected full credit refund, only $61.15 was refunded, while he paid $[redacted].98. Eric is interested in receiving the gas lines he ordered, or a full refund of $[redacted].83. Despite contacting customer service, the issue remains unresolved, and we are eager to have this matter quickly resolved to reorder the gas lines for his car. Your immediate assistance would be greatly appreciated.

Order number [redacted]1 was placed on 09/04/18 with an initial estimated delivery date of 09/07/18, but was later updated to 09/10/18. Subsequent tracking showed further delays, with estimated delivery dates changing to 09/11/18 and then to 09/13/18. The package, shipped via DHL, has been in Grand Prairie TX since 09/08/18. Despite contacting DHL, uncertainty remains regarding the whereabouts of the package. As per the company's policy, a lost package cannot be reported until 09/16/18. The prolonged delay has inconvenienced a customer who has been without a vehicle for 10 days due to the awaited package. The inability to cancel or return the order has created a frustrating situation. The customer is upset and their dissatisfaction may impact future business with the company. The writer seeks assistance in resolving the issue and avoiding further financial loss and customer dissatisfaction.

I returned some parts via FedEx on August 10th. They were signed for by KJITU on August 14th. However, I have not received my refund for the returned parts yet. The order number is [redacted]2. I am Cheryl Mack from [redacted] Glenn Bryant Rd, Hinesville, GA [redacted]. I would appreciate prompt assistance with this issue.

I purchased a timing set with order #[redacted]8 for $[redacted].73. Our experienced mechanic, Shawn, installed it, but it jumped time due to the tensor not providing enough tension for the chain. I attempted to return it online but was confused by a fitment question, causing the return request to be denied. The part was for a [redacted] Buick Enclave 3.6L engine and is defective. I am not seeking a replacement as I had to purchase another set locally since you are currently out of stock on most items. I kindly request a store credit as I have more parts to order from you. Thank you. - Alan R. [redacted] [redacted]

Regarding order number [redacted]6, I have made two attempts to resolve an issue with this order and wish to address it again. I purchased an ATP Z-[redacted] flexplate for a [redacted] Chevrolet [redacted] two-piece rear seal motor without a counterweight and internally balanced, based on your catalog's application. Unfortunately, the sealed box labeled ATP Z-[redacted] that I received contained a flexplate only compatible with a later model one-piece rear seal [redacted] Chevrolet motor, featuring an external balance counterweight, a smaller pilot center hole, and a different bolt pattern, rendering it unusable for my application. Despite contacting your online customer service and receiving a replacement that turned out to be the same incorrect part, I was met with resistance during my last attempt to resolve this issue. I have since contacted FTP online about their Flexplate part number FTP Z460 but have not yet received a response. I am now reaching out once more to seek a resolution and obtain the correct part I initially purchased. I hope you have recognized the validity of my situation after two previous attempts and have taken steps to correct the error in your catalogs. I look forward to hearing from you and receiving the correct part promptly.

Regarding order number *********, I have attempted twice to resolve an issue with this order and am now trying again. I purchased an ATP Z-*** flexplate for a ** Chevrolet *** two-piece rear seal motor with no counterweight, as specified in your catalog. However, upon arrival, the flexplate was for a later model one-piece rear seal *** Chevrolet motor, with an external balance counterweight and different specifications, rendering it unusable. After contacting customer service, I received a replacement that was also incorrect. Despite explaining the issue clearly, I was met with resistance. I have reached out again to FTP for clarification on the correct part, but have not received a response yet. I am making another attempt to resolve this and receive the correct part I paid for. I hope this matter will be addressed promptly, considering it has already been raised with your company twice before.

I purchased a brake rotor and pad kit, but unfortunately, the rotors were too small. I realized there are two different sizes after some research on Google. I initiated a return on the regular website, but I feel I didn't fully explain the issue. I believe I provided the correct details during the order, so the error might not be on my end. The refund offered excludes the shipping costs. If possible, I would appreciate any assistance on the shipping fees. They have provided a shipping label via email, but I don't have a printer. Could you please send it via mail? You are welcome to deduct the postage fee. Thank you for your help with this matter. Paul B. [redacted] Larkin Rd Cazenovia, NY [redacted]

Subject: Issue with Warranty Return Order #[redacted]4 Hello RockAuto Customer Service, I encountered a problem while trying to order a replacement part for a defective one covered under warranty. When I attempted to check out, an error message appeared, preventing me from completing the order. Please provide guidance on how I can proceed with exchanging the faulty part. Thank you, Melanie S. [redacted] ---Previous Response--- Dear Ms. S., We apologize for the inconvenience with your order. The defective part is eligible for a warranty claim for a replacement of the same brand and part number only. To initiate the warranty claim, kindly create a new order online for the identical part. After receiving and installing the replacement, you can request a return through the Order Status & Returns page to be refunded for the replacement cost. Please refer to our Help page for more information on how to proceed with the warranty claim. Thank you, Jen RockAuto Customer Service

I would like to bring to your attention that my recent order number [redacted]5 has an issue. The shift lever bushing kit's lower plastic bushing, part number [redacted] (Dorman), does not fit as intended. It is much too big, and after attempting to install it for a couple of hours, I had to reinstall the old one. It seems your supplier is producing incorrect parts. Also, on August 01, order number [redacted]9, I purchased an air filter with part number PA99032. This part is for a Nissan, not for a [redacted] Tacoma as I needed. I tried to request a refund but was informed that the cost of return shipping outweighs the value of the item. I intend to continue doing business with you, but these two issues need to be resolved. I have paid for incorrect items, and I believe some reimbursement is in order. Thank you.

I purchased two parts from your company a week ago. Unfortunately, when they arrived, I noticed they were incorrect due to a small error in the part number. I would like to return these parts and receive the correct ones. However, I am disappointed to find out that I have to cover the $7 return shipping fee. After being a satisfied customer for 8 years, I believe this additional cost is unfair. I've always had good experiences with your company, and I trust that this situation can be resolved promptly. My name is Eric R., and I kindly request a follow-up from your team. Thank you.

I placed an order for a Walker Oxygen (O2) sensor on May 27, [redacted]. I bought it for my wife's truck, which was being repaired by a mechanic. Unfortunately, the mechanic only recently installed the sensor, and it turned out to be the wrong one. By the time I tried to return it, the 30-day limit had passed, and my request was denied. As a father of five kids, I am the sole breadwinner, and every penny counts. I have tried to sell the part online without success. I chose your company for its good reputation and competitive prices. I am willing to cover the return shipping costs. If a refund is not possible, could you issue a credit for my next order? With two vehicles and my wife's [redacted] Dodge Dakota always needing repairs, I will definitely need more parts in the future. I hope you can make an exception to your return policy this one time. I have been satisfied with your service and recommended it to others. Please let me know if there's any way you can help. The sensor is still sealed in its original packaging. Thank you for your attention. Sincerely, R. W.

Around a year ago, I installed an Autobest fuel pump (F1249A) in my truck. I don't use the truck frequently, so I overlooked the fuel gauge issue (registers full when the key is turned) until now, when I needed it for hunting season. After inspecting, I realized the pump I received, labeled as F1249A, may not be the correct one as the sending unit is exposed, unlike the enclosed ones in advertised pumps under F1249A. The fuel gauge works with the old pump but not the new one. I still have the box for the new pump but misplaced the paperwork. I believe there might be a 12-month warranty. I'm trying to determine the correct fit for this pump and if you have a record of my purchase. Do I need to order a new fuel pump? Do you require the return of the faulty pump? I am puzzled as I can't connect the old sending unit to the new pump after attempting it. Thank you for your assistance. Regards, FC