Rockauto Customer Service Issues

I find it hard to navigate your website. I am searching for a set of four black 17-inch rims but cannot locate any options or prices. I attempted to call the [redacted] number, but it directed me to corporate and informed me that I cannot speak to anyone without making a purchase of $1,[redacted] first. I also require information on necessary accessories. I prefer to speak with a representative before making a large purchase, otherwise, I may opt to use a local company despite potentially higher costs to avoid receiving incorrect items or details. It would be beneficial to have a contact number available for pre-sales inquiries. Please consider providing a live chat option for customer assistance. Thank you.

Rock Auto shipped a rebuilt [redacted] Ford carburetor, part number AFI C825A on order #[redacted]9. Instructions were provided for returning the used carburetor (core) with a $65.00 core charge. The core charge would be credited back, minus the return shipping cost from Beavercreek, OR to the RA warehouse in Auburn, WA. I received an email confirmation that the core was accepted by RA. Upon reviewing my VISA statement, RA invoiced me $50.78, withholding $14.22 for freight charges. The freight from Auburn, WA was $7.99, and I am disputing these freight charges. I am requesting RA to credit back $50.78 to my VISA account and refund the core charge. I hope this matter will be resolved promptly within 10 days.

Under order number [redacted]5, I purchased part # C3 [redacted], a radiator for my [redacted] Dodge Charger 3.5L V6. The radiator I received does not match my vehicle specifications. It is larger, with hose openings that do not fit. I have already removed my original radiator with the numbers M143 [redacted], [redacted], 2548B, and T308F4971. I have not attempted to install the incorrect piece. I believe I should not be responsible for return shipping due to this error. I seek assistance in getting the right radiator, preferably by picking it up at the Hempstead facility. Any help in ordering the correct part is appreciated.

I recently purchased a fuel pump for my [redacted] F350. I ordered an Autobest F1249A based on the recommendation in the list and the accompanying picture, which matched the pump I removed from my truck. However, the first F1249A I received had a different fuel gauge sending unit, causing my fuel gauge not to work. Despite reordering the same part, the replacement pump I received today was also incorrect as it differed from the one shown in the order list and did not work like my original pump. I attempted to print a picture of the correct pump without success. The issue lies in the open sending unit of the received pumps versus the closed sending unit in the photo and my original pump, leading to wiring discrepancies. I am eager to find a resolution to this matter promptly. Best, Fred C.

I purchased a defective fuel pump from Rock Auto for my [redacted] Mazda 3, causing issues with the gas gauge throwing a code. I rely on my car for work, and it's urgent to resolve this. Replacing the fuel pump is challenging, and I can't afford a new one to pass emissions. I urgently need Rock Auto to send a replacement before I return the faulty one. The car is essential for my daughter's school and work commute, but the faulty pump is risking issues with emissions tests and could lead to fines for expired tags. Need help quickly. PO# [redacted] Mesa, AZ [redacted]. Thank you, Jeff LaBrake at jtldirt@[redacted]

On 10/03, I mistakenly placed a duplicate order that was not processed due to billing address errors, and I did not receive any confirmation emails for either order. Even though I canceled both orders on your website, there are still pending charges on my bank account for both. I urgently need these parts to repair my truck and must reorder a third time, but I am concerned about the hold on my funds. I am impressed with your competitive prices and efficient shipping thus far and am eager for a prompt resolution to this issue. Kindly inform me of when I can expect to receive a refund so that I may proceed with placing the order again. Thank you for your assistance in advance.

Regarding order [redacted]8, I purchased a bm8077 for my BMW [redacted] [redacted] with a manual left rear half shaft, but the part I received was two inches too long. After some research, I found out that an automatic car requires a 24-inch shaft, while a manual needs a 26-inch one. I initially ordered based on the information on your website, but it did not fit my manual car. I attempted to return the item, but it was marked as non-returnable since I had partially installed it by bolting it on. However, I never actually used it due to the sizing issue. I believe there might have been a mistake in the parts diagram, and I would like a refund for this unused part. I have been a loyal customer and hope we can resolve this. Thank you for your attention to this matter. Sincerely, Charles Renick

I purchased parts from Rock Auto under order number [redacted]2. After hearing noises, I had the wheel hubs checked and was told they were going bad. I should be covered under warranty. I mistakenly ordered new parts before realizing I could have the option to get replacement parts. I have received the new parts and installed them successfully. Now, I need guidance on how to return the old parts for a warranty refund. Please reach me via email at [redacted] or phone at [redacted]. Thank you.

I placed an order for struts around 2:00 pm today using my debit card. I received a message stating that my billing information didn't match, so I called the number on the back of the card to rectify the issue. I then tried to update my payment information on my account, but it was too late as RockAuto had already processed the payment for the order. I decided to cancel the order and have been waiting for a customer service representative to contact me all day. It's now 10:00 pm, and it seems like the system or the customer service representatives are not working efficiently. In the meantime, many other customers seem to be frustrated as well.

I attempted to initiate a return for the first time using RockAuto's order status page. After realizing the parts I received came from two locations in two packages, I tried to cancel the initial return request. However, one of the items now shows as "Authorized" and I am unable to change its status back to "Arrange a Return / Report a Problem." I have reviewed the help pages but cannot find a solution to revert the status. Despite trying various options like indicating I installed the part (which I did not), the status remains "Authorized." My order number is [redacted] and the name associated with the account is Laurie R. Mehlhorn. Thank you for your assistance.

I attempted to create a return label for the incorrect part I ordered, but the label appeared blank, and now it seems like the return is in progress without the label. The order number is [redacted]0, and the FedEx tracking number for the label is [redacted][redacted]. I am concerned about being double-charged for the label and the $6.35 deduction for the return. I preferred the deduction to be applied as store credit. I am unsure how to proceed or how to obtain the label. Please contact me at [redacted].

I placed an order on September 29th, and I understand it was a Saturday in Guam. I anticipated a delay due to the weekend. However, I needed the item before my departure on the 15th, which is just 5 days away. On October 2nd, I was informed that the shipping label was created, but there were no further updates. Following my inquiry, the order was shipped yesterday, 10 days after my initial purchase. The tracking information now indicates an expected delivery date of Saturday, October 13, which is not the timeframe I had selected during checkout. I am currently in the process of selling my vehicle and preparing to leave, and this extended shipping time was not agreed upon. From: RockAuto Customer Service Subject: Re: Order Inquiry Dear Customer, We apologize for the delay in your shipment. Please report this issue on our Order Status & Returns page for a resolution. For more assistance, refer to our Help page or the provided links. Thank you, Jen RockAuto Customer Service

I ordered a gas tank on 10/08/[redacted] and paid $30.99 for shipping to receive it quickly. Despite a week passing, it has not arrived. Upon contacting FedEx, they were unable to provide any information on its whereabouts. The package traveled from New York to Ohio, coming within 60 miles of my location in Ohio. Surprisingly, after sitting in Grove City, Ohio for three days, it's now on its way to California. I am frustrated by the lack of delivery date provided by FedEx. I feel that the shipping cost was excessive, especially as my package remains undelivered. This delay has left me without transportation for an extended period. This experience has soured my opinion of ordering from Rock Auto in the future.

I installed a catalytic converter bought from them, but it's defective. It's overheating and smells like it's burning. I transport children in this car and it worries me. Their solution on the website is to purchase another one for $[redacted], install it, return the defective one, and they will decide on a refund. I can't afford another $[redacted] plus the mechanic's labor costs. This situation makes me regret not buying from the dealer or an auto store. I'm frustrated as I can't reach anyone from the company for help. I trusted them, but now I feel abandoned with unsafe parts in my car and risking the safety of my children. I plan to share my negative experience on various social media platforms to warn others about this company.

Hello Customer Service, I am searching for a [redacted] Renault Alliance 1.7 Automatic Transmission Mount that bolts to the rear of the transmission down to the frame. I am also looking for the OEM part numbers for this specific transmission mount and the motor mounts. I returned a temperature sender for "Credit," but I have not received any email confirmation about it. As a parts expert, could you guide me on where to find these parts? I am hoping to avoid having to fabricate them myself and cannot locate them online. Thank you, Konradin K.

I recently purchased control arms from Rockauto. However, upon installation, my car started pulling hard to the left. I suspect they might be for a different model or have a manufacturing flaw. Due to my disabilities, it's challenging for me to go through this process again with alignments, disassembly, and shipping. I would like to return these to Rockauto and exchange them for ACDelco control arms. It seems Mevotech is having issues with their parts. I had to reinstall the original control arms temporarily, and my car has never had this issue before. The packaging was also damaged. I would appreciate exchanging these faulty control arms for a reliable brand. Reference order number: [redacted]4.

Order Confirmation # [redacted]4. I requested a warranty replacement on Oct 18, [redacted], but have not yet received any instructions or a return authorization code. The part I received on Aug 30 started to act up after a few weeks, causing my car to stall as it cuts in and out erratically. My Actron AutoScanner Plus indicated that the MAF part was failing and frozen at a Mass Air Flow reading of 0.23 pounds/minute, which is too low. The normal values for my car should be around 0.65 to 0.80 at idle, with a slight fluctuation of about 0.05. The new replacement part (O/C # [redacted]5) I received on Oct 22 seems to be working fine. I kindly urge you to promptly address my second request for a warranty replacement of the defective part, and I am prepared to return it according to your instructions. Best regards, R.P. Email: [redacted]

I am experiencing an issue with my bank regarding two pending transactions for $[redacted] each related to purchases on your website. However, when I attempt to log in, it shows no record of my email address or any pending orders for both myself and my boyfriend. I tried to buy a fuel pump for my [redacted] Saab on your site, but encountered various difficulties, including the item showing as out of stock leading to the cancellation of my order. Despite this, my bank shows two pending transactions. Please assist me in resolving this promptly before I escalate the matter further. Thank you for your attention to this matter.

I am reaching out regarding my order number [redacted]9, which was delivered on Sept 25, [redacted], but I have yet to receive it at my rural post office box. The post office does not have a record of the delivery, and I suspect they may have returned it. I run a small business and understand the importance of reliable shipping. Despite this setback, I am eager to resolve the issue. Please send the part to my P.O. Box [redacted], Temecula CA, [redacted] as initially instructed. I can be reached at [redacted]-***-[redacted] or via email. Your assistance in ensuring the prompt delivery of my missing item is greatly appreciated. Thank you.

On August 7, [redacted], I placed an order for a brake pad and rotor kit for my [redacted] Toyota Avalon. Today, on October 28, [redacted], I finally opened the package and discovered that the parts were meant for a [redacted] Volkswagen Golf due to an incorrect shipping address on the invoice. The rotor didn't fit, and the brake pads were different from what I needed for my Avalon. The order number I received was [redacted]5, but the invoice inside the box had Order # [redacted]5 with shipping details for Eric W. Kuth at [redacted] Main St. E, Young America, MN [redacted]. I understand that I missed the return window, but I'm seeking advice on how to resolve this issue. Thank you for your assistance. Regards, Fran Kelly