Rockauto Customer Service Issues

I have been unable to reach customer service for assistance. Despite multiple attempts, I have not received a response regarding an issue with my order #[redacted]4. I paid $53.94 for shipping, but the U.S.P.S. is requesting an additional $14.15 due to weight and the order being split into 2 boxes. I am seeking reimbursement or a credit for future purchases. I can be reached at [redacted] or [redacted] I have tried contacting customer service via phone, but was unsuccessful. I hope to hear back soon regarding this matter.

My order number is [redacted]7. I am having difficulty finding a mechanic to install the parts promptly because two of the parts sent, K80274 and K80273, do not match my vehicle's requirements. I would appreciate a Rockauto.com store credit for these incorrect parts as I am now unable to return them due to the timing. Despite my efforts, I couldn't have the parts installed in time. I hope to resolve this issue and continue shopping for more parts from your store. Thank you and have a wonderful day.

I encountered a couple of issues with my recent purchase. On May 26, [redacted], I ordered an ACDelco 15 15-[redacted] AC compressor and A/C Receiver Drier/Accumulator for my [redacted] Chevy Aveo. Unfortunately, I received the wrong compressor variant with 4 mounting ears instead of the necessary 3 ears for my car model. Moreover, instead of the ACDelco model I requested, I received the GPD [redacted], which is inferior for tropical climates like in St. Croix, USVI where I reside. I aim to return the incorrect parts and exchange them for the correct ACDelco unit (possibly [redacted]) suitable for my car. Additionally, there might be a discrepancy in the drier cylinder I received (FOR83346) compared to what is in my vehicle. Despite being past the return window by nearly 2 weeks due to the challenges faced after hurricanes Irma and Maria, I kindly request your understanding and assistance in resolving these issues promptly. Thank you for your consideration. Cordially, Sharon Prudoff [redacted].

I purchased a clutch disc, pressure plate, throw out bearing, and alignment tool for my [redacted] Mazda RX-8 manual 6-speed car. After professional installation, the vehicle only made it half a mile before a loud explosion occurred, causing it to stall. Upon inspection, the entire transmission was shattered into pieces, the pressure plate was damaged, the starter was thrown 10 feet away, and the exhaust was also affected. It seems the clutch kit was defective, leading to significant damage and inconvenience. I am seeking a prompt and professional resolution to this matter as I now have to rent a car for transportation. Thank you. -Wesley V. Order # [redacted]9 Email: [redacted]

I recently contacted you regarding a Body Control Module I purchased. When installed, it triggered the "Security" system and immobilized my [redacted] Buick Regal. Order #[redacted]4. The part ordered was ACDelco [redacted], but I received part number [redacted]8 instead of the original part number [redacted]1. After running a scan tool which didn't detect any issues, I re-installed the old unit to resolve the "Security" problem and could drive the car. It's clear there is an issue with the new BCM. Please let me know if you can send a replacement, and I am willing to return the faulty part. Thank you for your quick service. - C. Mercer

I recently installed the headlight and door handle assembly on my vehicle. Unfortunately, after just 5 days, the headlight has become filled with moisture, while the handle remains unaffected. When I attempted to return the faulty headlight, I was informed that it was not intended for my Buick Allure [redacted], despite the fact that it fit well and was specifically ordered for my car. The issue lies with the defective headlight leaking water, and I am seeking a replacement or a refund for Order [redacted]1. If there is a listing error on Rock Auto's part, that should not impact my ability to receive the correct part that was initially sent to me and fit perfectly on my vehicle.

I recently placed an order for parts under order# [redacted]7, but unfortunately, the belt I received was the wrong size (part banco mfg. 7pk2570), as it was too big. The belt tensioner fit perfectly, so I attempted to set up a return, indicating that the item did not fit. However, when I selected a refund and clicked "next," the process froze at 7% completion and did not progress further. Despite contacting customer service, I was informed they do not handle returns and requested that I try setting up the return again. After several unsuccessful attempts and multiple emails, I am still unable to proceed with the return process. I simply need a return shipping label and information on where to send the belt back for a refund. This issue has consumed hours of my time, and I find it frustrating given my previous positive experiences with Rock Auto. I hope to resolve this promptly. My name is Jack, and you can reach me at [redacted].

I have been trying to contact you via email multiple times without success. We ordered parts for my son's car with Order # [redacted]3. However, we had to return the items as the car was deemed totaled and not fixable. Despite following the return instructions provided, the items were returned, and we were charged $[redacted].81 on our credit card. We are extremely dissatisfied with the lack of communication, resulting in us being billed for products we returned unused. This situation has caused undue stress and financial burden. We are seeking a full refund and request to speak with a supervisor to resolve this matter promptly. Thank you. - Glenn and Ann Grand

I purchased a power steering hose for my car (Order #[redacted]4) based on the available options and the pictures provided for my car's year and model (Gates [redacted]). Although the part in the picture didn't match exactly, I proceeded with the purchase. Unfortunately, the hose doesn't fit my car. Upon removing the old part, I discovered a Chrysler part number engraved on it, which I then researched online. It turns out the part belongs to a different year and model. I found that in some instances, other manufacturers may list that part for my car. I wanted to request an exchange for the correct part number (Gates [redacted]) without incurring additional charges for shipping or returns.

On June 24th, I purchased a Fuel Pump and Housing assembly for $25.99 with USPS Parcel Select shipping, expecting a 3-4 day Express Mail delivery to Hawaii. The original tracking indicated June 29, but was then updated to July 29, revealing it was being shipped by boat. I decided not to wait and found a replacement on eBay, which arrived in three days. The original part finally showed up on July 18. I now need to return it, but Rock Auto requires $31.21 payment for DHL return shipping, more than my original shipping cost, and will deduct it from my refund, despite the delay being their error.

I have a customer who purchased all the bulbs for their truck, except LEDs, and connected them all. However, they are experiencing strobing and flashing issues. After investigating, we discovered that every bulb requires a load resistor to function correctly due to the canbus system. My concern is whether your company is aware that your product does not function properly without additional parts. If this is a known issue, why isn't there a disclaimer included in the packaging? If you do offer the necessary load resistors, please contact me. - Ronnie Bordelon P.S. The truck is a [redacted] Dodge [redacted] 5.7L. The customer's address is [redacted] Hwy [redacted], Hessmer, LA [redacted]. Their order number is [redacted]0.

I recently bought a new set of Motorcraft spark plug wires for my [redacted] Mustang to do routine maintenance. Unfortunately, one of the wires was faulty, causing engine codes to appear. I returned the set to Rockauto, got a refund, and bought another set. However, the faulty wire damaged my catalytic converter on the same side as the misfiring cylinder. I had to purchase a pair of catalytic converters from Rockauto and am now waiting for them to arrive. I believe Rockauto or Motorcraft should take responsibility for their defective product. I received a refund for the wires, but the damage to the converters cost me time and money. I am requesting reimbursement for the price of the converters. Thank you.

I bought a Clutch slave and master cylinders from you on 1/11/[redacted] (Beck/Arnley #[redacted] & [redacted]) with Order #[redacted]3. The Master Cylinder blew the O-ring, was replaced, but repeated the issue. I then ordered a LUK #LMC432, on order #[redacted]2. Your return policy notes "same part replacement," but we opted for a different one to avoid the same issue. Planning to return the defective part for a refund of $53.00. Kindly issue a check or provide store credit for our next purchase. Your prompt assistance is appreciated. Thank you, Kelvin.

Hello, I recently purchased a gas tank for my [redacted] Ford Fairlane 4 Door sedan from your company. Unfortunately, upon receiving the item, I discovered that the filler neck was welded too low by the manufacturer, making it not fit correctly. I tried to address this issue through your customer support but encountered confusion when asked if I had installed the part. The tank was not installed as it did not fit due to the manufacturer's error in welding the filler neck too low. Despite this, my refund request is marked as "will not be withdrawn," which is incorrect as I did not make an error. The tank is labeled F34B and matches the one I ordered, but the fitment issue is not due to any mistake on my part. I'm having trouble resolving this from Germany and would appreciate your assistance in rectifying the situation. Thank you. Best regards, Sylvia and Torsten Peters

While performing routine maintenance on my [redacted] Mustang, I purchased new Motorcraft spark plugs. After installing them, I immediately experienced engine codes. Upon inspection, I discovered one spark plug wire had too much resistance and returned it to Rock Auto for a refund. Subsequently, I ordered a new set of Motorcraft spark plugs from Rock Auto. Diagnosing the issue, I found that one of the catalytic converters was damaged due to the faulty plug wire. I had to purchase two new catalytic converters as they were only sold in pairs, incurring both cost and labor. I believe that either Rock Auto or Motorcraft should compensate me for the catalytic converters' expense. I tried reaching customer support previously without success. Please assist. Thank you. -D.F.

I ordered Monroe strut and coil spring assemblies for my [redacted] Jeep Grand Cherokee Overland on May 11, [redacted], with Order #[redacted]2. Our vehicle, purchased new, just hit 60,[redacted] miles. The struts began bottoming out a year ago going over a speed bump slowly in our local post office area. My wife's daily commute is only 28 miles, so we didn't pay much attention until our move to Firestone, Colorado, in March. The rougher roads exposed the issue further. We recently found the order confirmation box and realized we needed the Monroe 571377L AND R for our 5.7 engine, not the 4.7 we assumed. Can you assist with a warranty exchange? I'm from Wisconsin, a Wisconsin alumni and a Packer shareholder.

My wife, Regina C., and I, Victor C., placed an order on Friday, June 29, [redacted], for an air conditioner compressor kit for my wife's father's [redacted] Buick Lacrosse. The parts arrived, and we scheduled repairs with our mechanic at Woodlawn Auto Care in Chicago. Unfortunately, the compressor was found to be faulty. When I tried to exchange it, there were no parts in stock. We had to purchase one locally for $[redacted]. I attempted to return the faulty part online but mistakenly clicked the wrong option. After contacting customer service, I was advised to reach out via email for assistance with the return process. Our order number is [redacted]1, and the part number is [redacted]. We would greatly appreciate your help correcting this error. Thank you for your assistance.

Hello, I am writing to address an issue with my recent order [redacted]. The control arms I received did not match the images on your website, specifically with the ball joints being different than expected. This discrepancy was a significant factor in my purchase decision. In the future, it would be helpful if you could include the country of manufacture for each part. Providing this information upfront can help manage expectations and avoid surprises upon delivery. Being transparent about where your parts are made can enhance customer trust and satisfaction, ultimately benefiting your business in the long run. Thank you for your attention to this matter. Best regards, S.S.

I purchased an A/C compressor kit for order #[redacted]7 on 05/08/[redacted]. Unfortunately, the compressor locked up soon after installation. I received a warranty replacement and while it has been functioning, it has started to make a loud noise over time. The noise resembles a baseball card in a bicycle wheel while the compressor is running. When I turn off the A/C, the noise goes away. My mechanic has confirmed that the compressor is the issue. I am wondering if I can upgrade to a different compressor by paying the price difference. After experiencing two failed compressors, I am reluctant to reinstall the same one.

I recently purchased a fan shroud for a [redacted] Chevy Monte Carlo with a [redacted] 7.4-liter motor and received the wrong part labeled for a 1[redacted] Chevelle big block. The Monte Carlo fan shrouds for 1[redacted] should be larger and longer. I'm disappointed with this first experience with RockAuto. Furthermore, I ordered two interior door handles but only received one for the driver's side, missing the passenger side. I urge RockAuto to send me the correct part for my car and provide a shipping label for the return of the incorrect shroud. Despite recommendations to try RockAuto, my loyalty lies with Classic Industries for my auto parts needs. I expect prompt resolution as I've spent a significant amount of money on these purchases.