Rockauto Customer Service Issues

Subject: Issue with Order #[redacted]26 To whom it may concern, I am writing regarding Order #[redacted]26 that was due for delivery on 1/7 but was marked as 'non-delivered' and rescheduled to 1/7 with the reason cited as 'No Access'. My front porch is easily accessible from the street, and despite leaving a clear note for USPS to ring the bell, no attempt was made. The package was reportedly delivered on 1/7 at 1:28 PM, but I did not find it when I checked at 5:22 PM. I attempted to contact my local post office at 9:30 AM EST on 1/8, but there was no response. When I called the customer care [redacted] number for USPS, I was informed of a one-hour wait time to speak with an agent, which is unacceptable. I urge Rock Auto to replace the missing/stolen parts while investigating this issue. Please review the tracking information to understand the delivery attempts made. It is important to note that my porch is readily visible from the street, making it vulnerable to passersby, especially since it is close to an elementary school. I take extra precautions by tracking deliveries online and leaving specific delivery instructions for various carriers. I appreciate your attention to this matter. Sincerely, E. Zinn

I recently received my order of shocks, and I am very disappointed with the condition in which they arrived. The front shocks were new, but the back ones were in poor shape - the boxes were taped up, one shock appeared used and installed, and they were of different colors. Before opening the boxes, I took photos to document their condition upon delivery. I am requesting that the rear shocks be replaced promptly with a return label for the defective ones. The order number is [redacted]. The Monroe shocks [redacted] I received were in used and damaged boxes, while the [redacted] ones were fine and properly sealed. The front shocks are black, and the rear ones are a tannish brown color, which are unacceptable.

Subject: Issue with GPD AC Compressor Order #[redacted]9 I placed an order for a kit on June 1, [redacted], which was installed on June 13, [redacted]. Initially, everything was fine, but after four months, the compressor clutch started rattling and got worse over time. Three licensed mechanics, including a VW specialist, confirmed that only the clutch was faulty while the other AC components were fine. They ruled out the alternator decoupler as the issue. Since the rattling intensified, the vehicle was hardly used. I removed the GPD AC Compressor on January 10, [redacted], and replaced it with a Sanden compressor. The mechanics confirmed the rest of the AC system's components were working optimally when the GPD compressor was removed. The problem was identified as loose rivets on the GPD compressor. I tried to register on RockAuto.com for a replacement but had trouble due to the system's questions. I don't want to reorder; I just need to return the compressor. I'm seeking guidance on the return process as I'm unsure how to proceed.

Subject: Concern About Refund for Returned Starter Dear Customer Service, I am writing regarding the return of the starter for order #[redacted]3 made on November 8, [redacted], at a price of $[redacted].97. As per the agreement, I am eligible for a $50.00 core charge refund for sending back the old starter in the provided box. However, despite being assured a refund in 3 business days, I have not received it as of today, January 18, [redacted]. I urge your prompt attention to this matter, as the delay in processing my refund has caused me inconvenience and a loss of trust in your company. I trust that my $50.00 refund will be credited back to my card without any further delays. I have proof of return delivery via FedEx, confirming the receipt of the old starter by your warehouse. I expect to see the refund reflected in my account by Tuesday, January 22, [redacted]. Thank you for your immediate action in resolving this issue. Sincerely, Annette Wright-Warmington

I am inquiring about an order placed online on January 12, [redacted], for an AC Delco steering angle position sensor for a [redacted] GMC Envoy Denali, 4-door. I have not received confirmation that the order was processed, or if payment was accepted. I have left three voicemails without a response and provided my email address twice today, but have not received any communication or confirmation code. Please reach out to me at [redacted] to verify the status of the order. Thank you. - Joanne Garvey

I recently purchased all four O2 sensors for my [redacted] Mercedes Benz CLK [redacted]. Unfortunately, one of the sensors I received (order number [redacted] [redacted]) was incorrect. The Walker [redacted]6 sensor had the connector notch in the wrong place, causing it not to fit my vehicle properly. Since I am working on this car as a project in my garage, I missed the return window. However, I still need to return the part due to it being the incorrect one. I am open to having the cost refunded to my account or credited for future purchases. I suggest updating your website to include clear, close-up photographs of the connectors to avoid similar issues for other customers. I ordered all four sensors specifying upstream/downstream right/left and assumed the correct parts would be sent. If there are any complications with processing the return or crediting my account, please contact me at your earliest convenience. Additionally, I encountered issues with logging into my account, could you assist with resetting my password? Thank you. David M.

On 11/08/[redacted], I purchased a Starter Motor for my [redacted] Lexus LS [redacted] from RockAuto. I followed their procedure to return the old starter for a $50 core charge refund. After FedEx confirmed the old starter's delivery on 01/03/[redacted] with tracking # [redacted]0, I have yet to receive my refund. Despite providing proof of delivery and signatures, RockAuto has not processed my refund as promised. I am growing frustrated with their delayed response and false assurances since 01/03/[redacted]. Their lack of customer service and apparent disregard for my refund is unacceptable. I am considering escalating this issue further if not resolved promptly. I hope you can assist me in resolving this matter efficiently. Thank you for looking into this on my behalf. I plan to wait a few more days for a resolution before taking additional steps to retrieve my refund in person if necessary. I expect better accountability and service from RockAuto moving forward. Thank you for your help in advance. Sincerely, AWW

Subject: Rock Auto Parts Order Issue I recently made a purchase from Rock Auto Parts, with order number [redacted]03, for a DELPHI Fuel Pump & Housing Assembly, totalling $[redacted].78. Additionally, I paid $28.99 for two-day shipping to ensure the part would arrive by Friday, January 25, [redacted], as I urgently needed it for my car to be fixed by Sunday, January 27, [redacted]. However, upon checking the status of my order on 1/25/[redacted], I was disappointed to find out that it has been delayed and will only arrive on Monday, January 28, [redacted], at 4:30pm. As a college student, athlete, and working individual residing away from home, I heavily rely on my vehicle to manage my daily commitments. The delay in shipment has caused significant inconvenience, as I expected to have my car fixed by the weekend. Therefore, I kindly request a refund of $28.99 for the expedited shipping charge. Thank you, Aryana

I want to thank you for providing this part. It worked perfectly and fixed my issue with a loose cigarette lighter and power port. However, there seems to be a mistake on your site as it refers to this part as an O-ring instead of the Cigar Lighter Mounting Ring it actually is. It should be included in the cigarette lighter/power port section for easier access. I stumbled upon this part by searching for the Mopar Part #, which led me to your site. The picture displayed four rings listed as O-rings without a specific application mentioned. Despite this, I took a chance and ordered two since the part number matched and the picture seemed correct, albeit showing four rings instead of one. It would greatly help if this part was listed under the Dodge or Dorman light parts section. I only found it through a Google search of the Mopar part number. It's likely others have struggled to locate it on your site and ended up purchasing it elsewhere. This part is used in many Chrysler and Jeep vehicles as well. Additionally, I improvised by using a thin O-ring to provide support and keep the mounting ring snug, which turned out to be effective.

I received the incorrect parts in my order. The problem is that the order number [redacted]9, the return expired on May 19, [redacted]. I assumed the order was correct but recently opened the box and discovered they were the wrong rotors. I specifically requested rotors for a [redacted] Boxster 3.2L (the S model) but received rotors for the base model instead. I had purchased them as spares for the [redacted] track season and had not opened them until now. This issue seems to have been caused by a software error. I would like to return the incorrect parts and receive a credit on my account for a future purchase. Thank you for your attention to this matter. I await your response. Thank you, Kevin S Marcus.

I am inquiring about the availability of a complete parking brake assembly with a backing plate for my [redacted] Chevrolet Tahoe with a 5.3-liter engine and 4-wheel drive. I have found it challenging to locate these parts on your website. Your assistance in this regard would be highly valued. I am also puzzled by the fact that your customer service phone number is listed as [redacted] when there seems to be no option for customer service via phone. Additionally, I am unable to find [redacted] on the internet. Kindly reach out to me at [redacted]

I recently purchased a hood from RockAuto, and unfortunately, it arrived damaged. While the hood looked similar to what I needed, it was for a 2[redacted] model instead of the [redacted] hood I required. I attempted to initiate a return on their website multiple times without success. When I reached out via phone, I couldn't get assistance, so I resorted to sending emails. After eventually finding their response in my spam folder a week later, they mentioned liability issues with the shipper, which I believe to be incorrect. They then suggested obtaining a repair quote from a body shop, despite my insistence that the issue was not just the damage but also the incorrect hood model. After further back and forth, they informed me that they could no longer process a claim, and my request was closed. I remain unsure about the next steps and simply wish to return the 2[redacted] Impreza hood for the correct [redacted] Impreza Outback replacement.

A while ago, I bought a distributor for my [redacted] Toyota Camry and received it promptly. However, it had a faulty coil, and I was asked to return it in the same packaging as the replacement was sent. The replacement part didn't align perfectly as the distributor cap didn't fit. I managed to make it work with the supplied cap, but the car doesn't idle correctly. Each time I start it, I have to rev it up for about forty seconds before it stabilizes. I'm willing to purchase another distributor that fits my car's requirements for proper idle. I've tried adjusting the idle speed, but it led to transmission issues. I'd prefer speaking in person, but ultimately, I wish to acquire the correct distributor for my vehicle. - B.

I recently purchased a trailing link for my daughter's [redacted] Mazda 3 with a 2.0 liter engine. I noticed an error on RockAuto's website regarding the listing of the trailing arm location. The part I received is incorrect, and I would like to exchange it without having to pay for shipping twice. The correct part I need is #[redacted] (left side trailing arm), not #[redacted] (listed as left rear but it is for the right rear). Unfortunately, I am facing issues accessing my email, so I would appreciate it if you could contact me at [redacted] to help resolve this issue. Thank you for your assistance. Ken Owens

I purchased the LUK clutch kit [redacted], which includes a flywheel, pressure plate, clutch disc, and bolts. I correctly installed the clutch with a new slave cylinder, torqued everything to specification, and bled the fluids, but it still struggles to disengage. To troubleshoot, I reinstalled the old slave cylinder, only to encounter the same problem. Upon further inspection, I discovered that the air gap between the throwout bearing and pressure plate fingers is too tight, making it impossible to function properly. I reassembled everything, and with the help of a speed bleeder to remove any remaining air from the system, the issue persists. Research suggests that faulty pressure plates have been reported in some LUK [redacted] kits, which I believe could be the root cause. I am hoping to exchange the kit for a new one or receive a refund, as my vehicle has been out of commission for two weeks. I apologize for the detailed explanation but wanted to provide a clear picture of the situation.

I purchased item [redacted]83, but upon receiving it, I realized I did not need it. I did not open it, yet was informed it's non-returnable as it appears to have been previously installed. However, since I never opened it, it seems I was sold a used part. After reaching out for assistance, I was told my order was closed. I've arranged for the part to be sent back to me untouched. I plan to involve the local Sheriff Forensic office to document any fingerprints on the container. This will support my efforts in seeking a refund and potential legal action for reimbursement, including attorney fees.

Regarding Order Number: [redacted]0, I placed an order in November for a dimmer switch (STA CBS1128) for my 08 Toyota Corolla, intending to have it installed at a friend's place in Kelso, WA. However, upon returning home to Portland, OR, I discovered the issue with my headlights did not require the switch but instead a simple fix at the Toyota Dealership. Unfortunately, due to various factors, I only received the part today, past the return date. I am seeking a return and refund given the circumstances. Your understanding and assistance are greatly appreciated. Sincerely, J. Bauserman [redacted] Portland, OR [redacted]

Hello, my name is Greg N. I'm a loyal customer. I placed an order for shocks with order#[redacted]2 over a year ago. Unfortunately, due to personal circumstances like a family member's passing, I wasn't able to open the box until now, only to find they are the wrong shocks. I'm not seeking a refund but rather an exchange for the correct shocks. I am willing to send back the ones I received and place a new order if needed. I can also provide any necessary proof of my situation. I value your excellent service and am looking to order an A/C compressor soon. Please assist me promptly. Thank you for your understanding and have a great day.

I recently bought a car part that didn't fit my vehicle, and I'm struggling to understand why I can't return it to exchange for the correct one. Despite there being multiple shapes and styles available for this part, as a non-mechanic, I chose the one I thought would work for my car, and unfortunately, it was not the right fit. I also have an alternator from the same company, still unused and unopened, that I sent to my daughter in Florida, which is now past the return window. I'm disappointed that I can't even receive store credit for it. I just want to exchange both items and continue using your company for my car needs. It's frustrating not being able to use either the alternator or the incorrect part. What options are available to resolve this issue?

On Thursday, 3/7, I received the Rancho [redacted] shocks. Upon opening one of the shock boxes, I noticed that the shock base was too long for my application. Holding the shock in position, I realized there was less than 4 inches of travel. I did not install these shocks since the bushing bag remains unopened, and the other shock is still in the shipping box. I accidentally clicked "installed" instead of return on my request, making them nonreturnable. I am requesting replacement shocks of Rancho [redacted] now. My order number is [redacted]50. Thank you for your assistance.