Rockauto Customer Service Issues

On March 23, [redacted], I purchased a Spectra fuel pump # SP2246M for my [redacted] Ford Escort. After cleaning the gas tank and installing the new pump without any issues, the car ran fine. However, three weeks later, the car wouldn't start due to a lack of fuel. When I checked, I realized the pump wasn't working because the Red and Black wires had broken off inside the pump cap due to green corrosion. After contacting RockAuto, I received a replacement.

On March 23, [redacted], I purchased a RockAuto fuel pump, Spectra # SP2246M. Before installing, I prepped my car and installed the pump. Everything seemed fine until about three weeks later when my car suddenly broke down. After troubleshooting, I discovered a connection issue with the pump. Despite contacting RockAuto and receiving a replacement pump, the same issue recurred after a month. I would appreciate a credit for the original pump towards a different, potentially higher-quality pump. I also request free shipping for the new pump and a prepaid label to return the faulty pump. Thank you.

I tried to order upper ball joints, but my order was denied because my mailing address didn't match the one on file with my bank. After updating my address with the bank and reordering, my order was denied again. I was charged but did not receive a confirmation or order number. I paid an additional $15.99 for Fedex next-day delivery. I need 2 upper ball joints for a [redacted] Dodge Dakota rear wheel drive. The price is $6.99 each. My name is Cary C., my number is [redacted], and my email is [redacted] Thank you.

I bought a radiator and paid with 2 different cards. I received credit on one card but not the other. Regarding Order #[redacted]02, I request the $75.00 credit to be reinstated promptly. I have been without a vehicle for months and need it to purchase the correct part. Your help is greatly appreciated. Thank you, Diane R. Phone: [redacted]. Kindly leave a message as I do not answer unknown calls.

I'm encountering an issue with my order # [redacted]55. None of the parts I received for my vehicle seem to fit properly. I suspect this might be due to the fact that my car was purchased in Italy. I ordered the parts based on the online catalog's descriptions, assuming they would fit my vehicle. However, the ignition cables are too short, the distributor cap doesn't match, and the rotor type is incorrect. The return process is proving to be difficult as well. I'm willing to cover the return shipping costs, but the online return system is requiring me to pay for shipping each part individually, making it more expensive than the parts themselves. I would like to return all the parts in one box at my expense, rather than paying for each part separately. It would be much appreciated if you could assist me with this return process.

Subject: Brake Cylinder Kit Order Issue Hello, I recently received the brake cylinder kit for my [redacted] Land Cruiser, but there seems to be a mix-up. I received 3 wheel cylinders with a fourth on back order. I require 2 additional wheel cylinders with bleeder valves as the front brakes on my vehicle have 2 wheel cylinders per wheel. Two of the wheel cylinders I received have bleeder valves, while one does not. I need to exchange the one without a bleeder valve along with the back-ordered item, CE [redacted]1, for two cylinders with bleeder valves to complete my installation. I am eager to resolve this issue promptly and appreciate your help in getting my vehicle back on the road. Please advise on the next steps. Thank you for your attention to this matter. Order No. [redacted]76 Sincerely, W. T.

I am considering replacing the rack and pinion system on my [redacted] Toyota Camry. I found a suitable replacement on rockauto.com. The CARDONE [redacted] Remanufactured System includes Inner Tie Rods, so I only need to purchase the outer rods separately. However, the system information suggests replacing the Power Steering Pressure and Return Hoses. There are various sizes and kits for the hoses, such as the GATES [redacted] and [redacted]. I am unsure about the length and end fittings required. I also need advice on the Power Steering Return Hoses, with options like 3/8", 5/8", 11/32", and 1/2". Should I get the DORMAN [redacted] 3/8 Power Steering Return line Kit or just purchase the hose? Furthermore, I am planning to replace other suspension parts and I have compiled a list of items for my project. These include tie rods, control arms, trailing arms, struts, and more. I would appreciate any additional recommendations or feedback on the parts listed. Thank you for your assistance!

I am frustrated with the recent experience with FedEx regarding my package. They failed to deliver it and initially blamed the failure on the pandemic, but later confessed to losing it even though it was returned to them. I contacted FedEx daily, but they repeatedly promised delivery the following day until admitting the package was lost. I demand a reshipment or a full refund as my address was accurate, the same as used for previous deliveries. I expect a proper resolution to this issue to retain my loyalty as a customer. Order number: [redacted]95.

I recently purchased parts for a [redacted] Chevy S-10 truck. Initially, I ordered bumper support brackets but later realized I needed a grille too. I cancelled the first order, reordered the bumper support brackets and added the grille. Unfortunately, I received the initial bumper support brackets I had cancelled alongside the grille. I was charged for both sets of brackets and the grille. When I tried to return the extra set of bumper support brackets, I faced multiple return charges. I believe these charges are unfair as I had cancelled that part of the order before it shipped. I would appreciate your help in resolving this issue. My name is William A. Robinson, and you can reach me at [redacted] Thank you.

I received an incorrect part from Rock Auto, even though I ordered it specifically for my [redacted] Ford Focus 2.3 L using their online system. Unfortunately, I realized the mistake when I attempted to install the part 34 days after ordering, just four days beyond their 30-day return policy. Despite this, I am unable to return the part as per their website, with no option to discuss or appeal this decision with a representative. It is frustrating that Rock Auto does not allow some flexibility for situations like mine where a mistake was made on their end, rendering the parts unusable past their return policy. If the company does not rectify this by either issuing a refund or providing the correct parts, I will not be using their services in the future and will discourage others from doing so as well.

I have made numerous attempts to return a set of injectors I bought for a [redacted] Jeep Grand Cherokee 4.0L due to a rough idle issue in my vehicle. After diagnosing the problem using the Chrysler factory service manual, I concluded that the injectors were faulty. Following the instructions on the RockAuto website, I purchased Ultra-Power FJ682 injectors. Despite installing them correctly, the rough idle persisted. Upon further investigation, I discovered the injectors were not suitable for a [redacted] Jeep 4.0L but rather for a 1[redacted] model. Despite providing evidence from the [redacted] Jeep Grand Cherokee service manual and photos showing the incorrect resistance, I was met with resistance from customer service. They closed my case abruptly, requesting me to purchase another set of wrong injectors for a refund on the second set that they suggested I buy, which seemed illogical to me. Frustrated with the situation, I ended up buying injectors from a different vendor, and upon installation, the issue was resolved. Despite presenting clear evidence of the error, the customer service response was unsatisfactory.

I recently placed order number [redacted]72 for parts for my [redacted] Jaguar Vandenplas. I specifically ordered a Brute Power fuel pump with the part number [redacted]. However, the pump I received was different from what was advertised in the catalog as it came in a plastic bag with additional wiring. The pump did not come in a manufacturer's box as expected. I have requested an exchange, but I need a manufacturer's box to proceed according to your instructions. The part received seems to be from Delphi or Carter without the proper packaging. I would like to receive the metal body fuel pump as shown in the catalog, or I am willing to pay extra for the Bosch OEM fuel pump. I have already printed the FedEx return label, which is valid until 7/14/[redacted]. Your assistance in resolving this matter would be greatly appreciated.

I received an order from your company, but the part I received is damaged. I ordered an evaporator core for a [redacted] Chevy Silverado with order number [redacted]51 and part number FOU [redacted]. I just need to exchange it for a new part. I've been trying to resolve this issue for two days with no luck. I need someone to address this problem as I prefer not to contact my credit card company to cancel the order.

I placed an order with you for shocks with order number 14[redacted]. I purchased two shocks with part number [redacted] at regular price, but my bill indicates they are "wholesaler closeout" items with a 30-day warranty. I paid $[redacted] at the regular price without prior notice of the closeout status. I have noticed the new price is $[redacted] with the 30-day warranty. I believe I should be credited the difference between the regular price and the closeout price for the shock absorbers [redacted]. Kindly process a credit to my MasterCard for this amount. Since I am only receiving a 30-day warranty, I expect to pay the wholesaler closeout price listed on my bill. Looking forward to your response. Thank you.

I purchased order number [redacted]83, which was a radiator. I received OSC [redacted] instead. Could you please provide information on the size of the threads at the bottom of the tank for connecting the auto-trans cooling lines? When making the purchase, I was not informed that the radiator had plastic tanks, which has left me feeling disappointed about using a plastic radiator for my Jeep restoration project. In the customer Q&A, it was stated that this item did not have plastic components. Furthermore, I am frustrated that I have been unable to reach someone at Rock Auto for assistance. I have been a loyal customer and have made several purchases, but this experience might lead me to consider looking elsewhere for auto parts in the future.

I bought the air compressor dryer and a brake rotor based on your catalogue's recommendation for my [redacted] Lincoln Town Car. Unfortunately, the car doesn't have the air compressor, so I'd like to return it. The brake rotor I received is too small and doesn't fit my car. For the headlight assembly, I had to modify it to make it fit properly, and it still doesn't cover the outside edge well. I can send a picture if needed. I'd like store credit for the returned items to put towards a passenger side headlight assembly. Thank you, Carl S. from Norfolk, VA.

A few months back, I ordered a new fuel injector, part number MF1732, for my [redacted] Dodge Ram with a 5.7 HEMI engine. Initially, after replacing the one bad injector, my truck ran smoothly. Subsequently, I ordered 7 more injectors on June 30th and installed them. However, the truck now has difficulty starting after being run and shut off; it takes around 15 seconds of cranking before it starts. The local dealer mentioned that this might suggest leaking injectors causing an excess of fuel, leading to the prolonged cranking. They also noted that pinpointing the faulty injectors can be challenging. I am inquiring about your policy on defective parts, as this repair job is quite labor-intensive, and I would appreciate assistance in replacing any faulty components. Thank you for your help.

Hello, I recently purchased parts from Rock Auto, but my mechanic mentioned that my old part works better than the new fuel relay from your Canadian division. It seems I need a gas tank and additional hardware for my [redacted] Honda Accord's repair. I cannot find the fuel pump with filter housing on your website or the gas tank. I know I can buy them from Wrench Monkey in Canada, but I prefer a quote from Rock Auto. Unfortunately, I couldn't locate any phone number or contact information on your website to inquire about the gas tank details. I am unsure if rubber gaskets and retaining collars are included or if I need to place a separate order for these parts needed for the fuel tank and pump replacement. Thank you. Ernie L.

I am extremely disappointed with your shipping process. When I placed an order for a specific part, the carriers were switched around causing confusion. I tried to cancel the additional part, and when I did, it went back to the original truck it was coming on. Due to this system error, I am now waiting over 2 weeks longer for a part I needed urgently. This is unacceptable and it is not the first time this has happened. I will be looking to order my parts for future projects from a different company. I am still waiting for the crucial part I needed first, and I would appreciate if I could speak to someone about this issue. Thank you.

I recently purchased a radiator for my 03 Cadillac CTS and after it sat for a week, I finally had it installed. The radiator I got had a transmission cooler built-in. Everything was set up correctly, but unfortunately, the radiator from rock auto has failed. This failure has caused significant damage to my transmission. I have a warranty and I am relying on rock auto to cover the repairs for my transmission that was damaged due to the faulty radiator. This situation has cost me a lot of money, and I even lost my job because of it. I am expecting a response from rock auto regarding the repair of my transmission. I am very disappointed with this purchase and will consider legal action if necessary. The faulty product you sold me is causing me a great deal of money. Rock auto needs to address this issue promptly.