Rockauto Customer Service Issues

My recent credit card statement mentions an order # ROCK AUTO[redacted] from Sept. 17, [redacted] for a Mercedes part that was never received at my delivery address, [redacted] 2nd. Ave. Glendale, CA [redacted]. Although I am not familiar with this "account" number, the details provided should help you locate the order in your records. I am Diane Bittner. You can reach me at [redacted] via email or phone. I am concerned about the undelivered order and would appreciate information on the shipping method used and any associated tracking number. I will also be contacting my credit card company to look into this matter further, if necessary.

I placed an order for several items under Order Number [redacted]4. I have received the completed order in two shipments. However, the shipment with tracking # [redacted][redacted] is missing the Motorcraft (MOT RG571) Water Outlet Seal. The shipments are marked as delivered on the tracking, but your system is suggesting to wait until November 6th in case the missing part arrives later. Since the order is finalized and no further shipments are expected, can you please send me the MOT RG571 part that was not included in the shipment? I should not have to wait until November 6th – this delay is unreasonable.

I received parts that do not match my order. The parts were supposed to be for a [redacted] Matrix AWD rear wheel bearing and hub assembly with part number GMB[redacted], but I received GMB750-[redacted] instead, which are front wheel bearings for a Nissan. I need to return these incorrect parts for a refund as the correct ones are out of stock. I will place a new order for the correct parts. Since the error was not on our part, I request a free shipping label to be sent to my email for the return. The delay in checking the parts was due to the box being left in the car until the mechanic was available. Unfortunately, there have been unexpected family circumstances involving a death and injuries, resulting in a prolonged recovery period.

Hello, I have encountered an issue when attempting to complete my purchase using a valid MasterCard. The website is redirecting me to another site requesting additional information to verify the transaction, which my bank does not support through Verified by MasterCard. I am concerned about entering my details on a redirected page. This has led to my sale being locked at the final stages. Product: PURE ENERGY [redacted] Price: CAD$64.28 Shipping: International Economy (1 to 2 business days) - CAD$15.80 Estimated Arrival: Wednesday, November 14 Total: CAD$80.08 I am trying to resolve this problem to finalize my purchase and would appreciate any assistance you can provide. Thank you.

I was recently told by a mechanic that I needed to replace the Suspension Stabilizer Bar Assembly on my [redacted] Saturn Aura 3.5L V6 for an alignment. I ordered the part from RockAuto.com, but the mechanic later said they didn't need to use it and my vehicle was fine. I tried to return the part, but missed the return deadline. When I tried to create a new return request, I made a mistake and now it's labeled as "Not Returnable." The original order number was [redacted]6, with part number MS508199. I want to return the part and get a refund. I would still like to use RockAuto for future purchases. Please contact me at [redacted] or email me at [redacted]. Thank you.

Hello RockAuto Customer Service, I recently picked up my order #[redacted]2 from Kinek Inc. in Champlain, NY. Upon inspection, I found that instead of the set of VALEO [redacted]1S wiper blades I ordered for my MINI, I received only one damaged blade of BOSCH 28CA. I reported this issue to the clerk and documented it with pictures. I am kindly requesting either the correct set of blades to be sent to my home address in Canada at no added cost, or a refund including the shipping and brokerage fee. I appreciate your prompt assistance in resolving this matter. Sincerely, Rostislav T.

I recently ordered a Throttle Body part #67-[redacted] from Rockauto. On 10/6/[redacted], I received an email stating that I forgot to include the return paperwork with the item. It's my first time ordering from them, so I was unaware of this requirement. I returned the part because it was missing a component that I had highlighted in a photo I submitted. I compared the missing piece on the Throttle Body I received to the original one on my car. Despite my efforts, the email claimed the part was not missing. I need a refund as I cannot use the incomplete part. I'm disappointed by the lack of a direct customer service number. I kindly request a refund. Thank you.

Dear RockAuto Customer Service, Yesterday, I picked up my order [redacted]2 from my US brokerage company, Kinek Inc. located at [redacted] Walnut Street, Champlain, NY [redacted]. Upon inspection, I found 2 BOSCH 28CA wiper blades in good condition as expected. However, the package also contained a damaged open box (see picture #2) with a single VALEO [redacted]1S blade instead of the set I had ordered for my MINI (as shown in picture #1). I brought this to the clerk’s attention and documented it (see picture #3). Regrettably, the single blade received was damaged (see pictures #4, 5, 6). I kindly request your assistance in resolving this issue. I would appreciate receiving the correct set of blades for my MINI at my home address: Rostislav Tzvetkov 28 Cedar Street Dollard-des-Ormeaux, QC, H9B 1H6, Canada Alternatively, I am open to a refund for the item, shipping cost, with me covering the brokerage fee. I look forward to your prompt response. Thank you. Rostislav Tzvetkov, Eng.

I bought a cowl for my [redacted] Camaro, but the first part I received was warped and didn't fit. I reached out to Rock Auto through their website, and after returning the part, they sent me a replacement. However, the replacement part I got on 11/13/18 was also warped. The passenger side fit well, but the driver's side was off by an inch at the front and 3 to 4 inches high at the back. When I tried to explain the issue on their website, they didn't provide a way to do so effectively. They now want me to pay for return shipping for a defective part, even though I was considering requesting another replacement. I believe I should have chosen Summit Racing or JEGS for better customer service. It's disappointing that Rock Auto doesn't seem to prioritize helping customers.

I placed an order with order number [redacted]7 for Douglas McKellar. Upon receiving the shipment, I found that I received 2 boxes. The second box contained a Trico wiper NeoForm for a [redacted] Pontiac G6 24 inches, which is correct. However, the first box contained wipers for a different car. The third box, which should have contained the other side of the wiper, a Trico NeoForm 21 inches, was missing. I am disappointed that I was charged shipping for wipers that should have come together. I also did not receive the complete order on the expected day. I could not reach out to confirm if it has been shipped. The carrier mentioned the delivery was lost, but he only had one box during his last visit. I am in urgent need of the missing wiper, and waiting until Christmas would be unacceptable.

I had a package delivered by DHL to the wrong address. I ordered it for delivery on Wednesday the 14th and it arrived on time but to the incorrect location. Despite contacting DHL and getting no resolution, I took matters into my own hands and found my package at a business address on Monday the 19th. The intended address was [redacted] New Tampa Hwy Lot 14, Lakeland, FL, but the package was erroneously delivered to [redacted] New Tampa Hwy. I have not opened the package and would like store credit as I no longer need the shocks I purchased for the car repair.

Good afternoon, I need to order a radiator and two CV axles for a [redacted] Hyundai Santa Fe 2.7 V6. The last 8 digits of the VIN are 6UO79603. Additionally, I require an ignition lock cylinder and a trunk latch for a [redacted] Cadillac Deville with an engine Northstar 8 Cyl Y4.6L. The last 8 digits of the VIN for the Cadillac are 3U128012. Regarding the ignition cylinder for the Cadillac, a mechanic advised me to replace it due to damage caused by someone attempting to start the car with a screw. I am looking for affordable yet reliable parts as I urgently need to get my cars back on the road. The numerous options on your website have left me unsure about the correct items to order. Your assistance in identifying the right parts would be greatly appreciated as I am currently without transportation. Thank you for your help. Beth

I have been attempting to reach out to you for weeks, but as an older individual with limited computer skills, this has been quite challenging. I need to address an issue I encountered with the part I received from your company. While the part arrived promptly, I could not install it until November 3rd due to various reasons. Upon opening the box with the part, I realized that the bag had been cut, and a crucial component, the large nut holding the upper ball joint, was missing. This unexpected situation has made me wary of ordering parts online. I am uncertain if a refund is possible given the time elapsed, but it is disappointing that the complete ball joint was not included. In the future, I will have to be more vigilant and inspect the package immediately upon receipt when ordering from Rock Auto. I urge you to take precautions to ensure parts are not tampered with before reshipping.

We purchased parts for our Lincoln on 10/4/18 using the information you requested to identify our vehicle. Unfortunately, my son was only able to work on the car yesterday, 11/19, and found out that the parts you provided do not fit our vehicle. We had to buy alternative parts elsewhere and had planned to return the ones you sent. However, upon checking the packing list, we noticed that returns are not accepted past 11/5. Can we still return the unused parts for a refund? We are unsure of which car these parts are meant for. Your assistance in allowing us to return the parts would be greatly appreciated. Thank you. - G and K Hoffman

My first purchase from Rock was four motor mounts to replace the original Toyota ones on a Corolla less than two years ago. Right from the start, the engine and car vibrated, and they were noisy. Now, at about a year or less, the rear transmission mount is ripped to shreds, and the vibration is so bad that you would think the engine and transmission are completely shot. The labor involved in installing these parts was extremely troublesome. These mounts were nowhere near OEM quality. The original mounts lasted 13-plus years and were quiet as could be. There was less vibration and noise at 13 years with the originals than with the new so-called OEM ones I paid Rock a significant amount for. My first-time purchase was far from okay. Please let me know how you can resolve this issue with the totally subpar motor mounts. The front opposite one probably needs replacement as well.

In May [redacted], I ordered an alternator with a two-year warranty. The original alternator, order number [redacted]6, was shipped on 5/29/17. I attempted a warranty replacement with order number [redacted]9, shipped on 11/10/18. However, I recently received an email confirming my core credit refund instead of the full credit I was expecting. When I followed the online system's instructions to order a new unit, pay for it, and return the original for a full credit (minus shipping), they unexpectedly treated my replacement as a core, resulting in only receiving core credit. I am frustrated by this situation, especially since I have recommended Rockauto to others and been a loyal customer for years. Despite my efforts to contact them by phone, my issue remains unresolved. If this matter is not rectified, I will have to reconsider my future purchases from Rockauto. It is disappointing to be out $[redacted] for an item that should have been covered under warranty.

Hello Rockauto, I purchased a [redacted] Hyundai Santa Fe 2.7L Throttle Position Sensor from Rockauto.com a few months ago. Unfortunately, the product did not work properly after installation in my car. Now, several months later, it has completely stopped working, as confirmed by a Hyundai dealer garage in my country. The poor quality of the sensor has caused additional issues with my car's Throttle Body, requiring me to replace it. I am disappointed with the quality of the TPS product I received from Rockauto and hope for a resolution to this matter. Thank you, V. Xhelilaj

Order Number: [redacted]8 Requesting an Exchange for Incorrect Hose Received I received an AC Hose, UC HA11095C, Suction Line, instead of the correct Ford AC hose, Part #: FY [redacted] ([redacted]), Condenser to Evaporator. I appreciate UAC's quality, but I need the OEM Ford part. Thank you.

Order Number: [redacted]8 S L Handlin [redacted] I received the wrong hose and need to request an exchange for the correct one. I was sent an AC Hose, UC HA11095C, Suction Line. UAC Hose Assemblies aim to meet or exceed the standards of the Original Equipment part being replaced. They offer quality and durability with Goodyear, Veyance, or Contitech Galaxy hoses used in the assembly. Each unit is pressure tested for leaks to ensure product quality. The alternate/OEM Part Number for the correct hose is 6W7Z19867AA. The Ford AC hose details are as follows: Part #: FY [redacted] ([redacted]) Ford Motorcraft AC [redacted] Condenser to Evaporator Kindly send the correct AC Hose. Thank you.

Order Number: [redacted]8 S. L. Handlin [redacted] Received Incorrect Hose - Requesting Exchange for Correct One I received an AC hose (UC HA11095C Suction Line) instead of the Ford AC hose I ordered (part #: FY [redacted] ([redacted]) Ford Motorcraft AC [redacted] Condenser to Evaporator). The UAC hose assemblies are well-made but I need the correct one for my vehicle. I kindly request that the correct Ford AC hose be shipped to me. Please contact me at your earliest convenience. Thank you.