Rockauto Customer Service Issues

I woke up on a Monday morning at 11:38 a.m. I was excited to order car parts for my broken-down vehicle. The car had been having issues for weeks, so I used the Internet to order the necessary parts. Shortly after payment, I received a confirmation email from you indicating the shipment had been processed. However, after 8 days, the package did not arrive on the expected date. I remained patient, but it still hasn't shown up as of the twenty-fourth. My order number is [redacted]7. Could you please expedite the shipping? Thank you and have a great evening.

I recently placed an order (#[redacted]5) for 4 items, one of which was a starter motor that worked well. However, I encountered issues with the other 3 exhaust-related items. The catalytic converters I received looked different from what was listed in my order, and after attempting installation, I discovered they were not the correct parts. The flex pipe could potentially work with modification, but the cat converters are incompatible. I've faced challenges trying to resolve this through the online return process, which is complicated. I urgently need to return all three items. While I could modify the parts, the incorrect cats prevent me from using them. The resolution of this situation will impact my future business with Rockauto, as I have been a loyal customer. I understand the importance of cost efficiency, but in this case, I require human intervention to correct this issue promptly. This order discrepancy has significant financial implications for me, as I am on a fixed income due to disability. Your assistance in resolving this matter is greatly appreciated.

In August [redacted], I purchased a brake actuator for my 06 Toyota Prius, which was installed by the Toyota dealer in September [redacted] for $[redacted].63. Unfortunately, the part did not work properly. Despite contacting Rockauto, I had to buy a second brake actuator from them in October [redacted]. This part, too, was defective after installation in November [redacted] by the Toyota dealer for another $[redacted].63. As a result, I had to rent a car for $[redacted].02 while waiting for a properly functioning brake actuator to be installed. I paid for both parts and their installations, totaling $[redacted].28. While I acknowledge the policy regarding warranty installations, I believe my situation, involving two faulty parts, warrants an exception. I am seeking appropriate financial compensation for the inconvenience and expenses incurred.

Good afternoon, I have an issue as I haven't received the order I placed with you for two control arms. My order number is [redacted]. The order was placed on Tuesday, November 27, [redacted], around 5 p.m., with an expected delivery for Friday, November 30, [redacted]. It is now December 3, [redacted], and my order has not arrived. The tracking number only shows it's in pending scheduled delivery. I would like to know the status of my order and what will be done about it. Thank you in advance, I look forward to your response. My email is [redacted]. I hope to receive a prompt reply regarding the status of my two control arms order and would like the issue resolved by receiving the requested parts.

I recently purchased a CV shaft for the right rear of my [redacted] Toyota RAV4, part number SA TO-[redacted] manufactured by Surtrack/TrakMotive. However, upon inspection, it seems to be a front CV shaft. I returned it and ordered the correct part, part number [redacted] made by Cardone, which is the correct length of 32 inches for a rear CV shaft. I believe the online catalog should be reviewed to prevent this issue for future customers. I was disappointed that I had to pay $28 for overnight shipping due to the mistake, especially since I needed my vehicle for work. Despite this, I ordered another shaft from Rock Auto, as I hope they will resolve this issue and continue to earn my loyalty for future purchases.

Around November 20th or 21st, [redacted], Shane Peck was scheduled to repair my mom's [redacted] Buick Lacrosse for issues with the ABS & T/C System. However, during the service, he also replaced spark plugs, the serpentine belt, and an oxygen sensor. He mentioned purchasing wires but hasn't provided a receipt or detailed breakdown of the expenses. I received a $[redacted] receipt and a $[redacted] labor receipt (which was supposed to be $[redacted]) for a 4-hour job. I doubt the total cost since he hasn't shown proof of expenditures. We simply want to review all the purchased parts. As my mother's credit card was used, she should have the right to see what was bought. There seems to be discrepancies in the pricing, with an initial estimate of $[redacted] for parts increasing to $[redacted], then adjusted to $[redacted]. The situation appears suspicious and is causing concern for both me and my elderly mother.

Dear Sir or Madam, I have relied on your website for automotive parts as well as local stores for my many years of vehicle repairs. Your competitive prices and selection from multiple suppliers are appreciated. However, I am disappointed in the shipping time for my recent order of a rack and pinion and power steering reservoir placed on Tuesday, 12/4. Despite paying over $30 in shipping fees, the parts have not arrived as of Friday, 12/7 at 8:10 pm. Living in Wisconsin, I find the shipping fees and delays unreasonable, especially for items that should take a maximum of four days to deliver. I urge you to reconsider your shipping charges, given the volume of automotive products you handle, and ensure timely deliveries for customers.

Hello, I have been a loyal customer of RockAuto for many years and recently encountered an issue with my order #[redacted]. I own a [redacted] Nissan Frontier and purchased various parts for maintenance. I attempted to install a cabin air filter but discovered my vehicle doesn't have one. I believe this is an error in RockAuto's catalog. I tried to request a refund through the website but faced difficulties as the system stated the item is not returnable. I trust RockAuto to provide accurate parts information, and this situation has left me frustrated. I hope for a quick resolution and a full refund. Thank you for your attention to this matter. Best, J

I am seeking an RMA for Order #[redacted]0 for a [redacted] Toyota Corolla radiator. Following an overheating incident, I purchased a replacement, but upon inspection, the original radiator appears to be in good condition. The new radiator remains unused and is back in its original packaging. I kindly request Rock Auto's assistance in facilitating the return process. Thank you, John H.

Someone has fraudulently used my card to order auto parts from your company without my permission. I discovered a pending transaction for $[redacted].36 on my bank account this morning and my bank has blocked the payment. I need to have a new card issued for this account due to this unauthorized activity. I tried calling customer support but no one was available, and there doesn't seem to be phone assistance provided. I want to know who made this fraudulent purchase and where it came from. I will be reporting this incident to the local authorities for further investigation and legal action. The transaction date is 12/12/[redacted], and I reside in Oxford, NC. I will not provide any card information via email.

It has been challenging to reach someone from Rockauto. Despite receiving emails that suggest the call center is open, the phone message states that customer support isn't available by phone. I need help resolving the issue detailed below. I am requesting an RMA for Order # [redacted]0, which is for a radiator for a [redacted] Toyota Corolla belonging to my daughter. After an overheating incident, a local Toyota dealer claimed the radiator needed replacing for a high cost. I inspected the radiator upon delivery and found no issues, as it was never installed. Please provide me with the necessary RMA to return this unused item. Thank you, J. H.

I purchased car parts that were supposed to fit my vehicle, but they do not. I deferred changing my rotors and brake pads until last week but encountered an issue. The parts received are incorrect for my car. I missed the deadline for returns and treated it as a warranty problem. I have printed the labels to send the items back. However, since my mechanic already installed the correct parts, I do not need the ones sent in error. I am looking to receive a refund, but I cannot find this option on the website. My order number is [redacted]9. I would appreciate assistance with this matter. Sincerely, Jacek Kasprzyk.

I recently purchased new O2 sensors for my [redacted] Dodge Nitro Heat with a 3.7 V6 engine. The order number is [redacted]8 and the part is ULTRA-POWER [redacted]3. The parts I bought were supposed to be replacements for the original O2 sensors, but upon installing them from Rockauto.com, my vehicle triggered multiple DTCs indicating they were not working, leading to engine misfires and an EXTREME Lean condition in the fuel system. I had to reinstall the original factory O2 sensors for the vehicle to run correctly without any issues or displayed DTCs. I believe the ULTRA-POWER [redacted]3 O2 sensors are not compatible with my vehicle as advertised on your website and I am seeking a resolution, such as store credit or a refund. I also suggest removing the ULTRA-POWER [redacted]3 for the [redacted] Dodge Nitro 3.7 from your website due to compatibility issues. I have been satisfied with previous purchases from ROCKAUTO.COM and hope to continue using your services in the future. Respectfully, David W. Moore

I am experiencing issues with a starter motor for my [redacted] VW Beetle. Initially, using the website's search feature for my car's make, model, and year led me to order part #17781N, which was marked as a Bosch. However, upon the mechanic's review, it was deemed incorrect. Unfortunately, due to delays, I missed the return period by 10 days. When attempting to file a warranty claim now, the website states it's not the right part for my car, preventing me from returning it. I am frustrated with this situation, as I simply want to exchange the incorrect part for the right one. It's causing me stress as transportation to work, especially with Christmas approaching, and affecting my children. I hope for a prompt solution and response.

I recently purchased a pair of hood struts for my car, expecting them to be OEM direct replacements. However, upon receiving them, I noticed they came from different locations and were not identical. One strut, labeled as being from Mexico, closely resembles the OEM part with matching writing. The other, labeled as from the US, appears cheap and differs in several ways. I have photo evidence to support this discrepancy. I believe a replacement matching the Mexico part should be sent to me. While frustrating, I understand I may need to ship the incorrect part back at my own cost. I can provide the photos upon request.

On December 20, [redacted], I encountered issues returning two items from order [redacted]6. For the first item, VARIOUS MFRGM[redacted] (Grille), the chrome was flaking, prompting a free return label. Later, the second part, LUND [redacted] (Cowl), arrived incorrectly labeled for a [redacted] truck, while the invoice listed compatibility up to [redacted]. As a result, I packed both items for return with their respective slips and one label. Attempting to print a label for the cowl triggered a warning of shipping charges deduction. Since this discrepancy wasn't due to consumer error and we expected a part for a [redacted] truck, we are hopeful for a full refund without shipping deductions. Despite our frequent purchases, this situation is unprecedented. If needed, feel free to reach me at [redacted]. Sincerely, F & S Fissel

Good afternoon, I am a customer of Mountain View Tire in Candler, North Carolina. They have ordered a catalytic converter from your company, but it seems the part is faulty. They mentioned not hearing back from your company after emailing on 12-19-18. They are hoping for a replacement part to be sent promptly. As a single mother relying on this vehicle, I would appreciate it if you could reach out to the garage to resolve this issue. The individuals at Mountain View Tire are Craig or Andrew. My name is Sheila Salyer, and you can reach me at [redacted]. I understand that the holiday season is approaching, but a timely response to the garage would be greatly appreciated. I tried calling the numbers on your website but was unable to speak with anyone.

I purchased front struts for my [redacted] GMC Envoy two years ago. The part number I ordered was Monroe [redacted]41. After installing them, I noticed the front end dipped about 1 & 1/2", and over time, it seemed to sink even more. Recently, I replaced struts on two other Envoys and observed no sinking. When measuring, I found that my car sits about 2" lower in the front compared to other Envoys. The new struts I received were actually a few inches longer than the ones I replaced. Instead of raising the front, they caused it to sink. Could you please investigate this matter and provide me with an explanation? My order number was [redacted]6, placed on 8/10/[redacted]. Thanks, R.

I recently bought a part for a friend using his email address, but unfortunately, it didn't fit. We returned the part for store credit, but I mistakenly provided the wrong email address. The correct email is [redacted] I've been trying to contact you by phone but haven't had any luck. My friend has a $43 store credit that he hasn't used and would like someone from RockAuto to reach out to him about it. The incorrect email address it was sent to is [redacted] My friend would like the money to be refunded to him since we couldn't get the right part for a [redacted] Ford Escape. The address for the refund is 94 First Ave. North, [redacted], Bessemer, AL. We hope to hear back from you soon. - Ced Sealie

Hello, my name is William Alston. I made an order on December 19th. My order number is [redacted]0. I opted for the (2) day Express delivery. The website showed Saturday, December 22nd, as the delivery date, but the package arrived on Wednesday, December 26th, a week late. I am contacting you to express my dissatisfaction and request a refund for the Express delivery fee. As a new customer, I appreciate your discounts and savings, hoping for a satisfactory resolution. I look forward to your response before making another purchase. Thank you in advance for your attention. Regards, Mr. William Alston