Rockauto Customer Service Issues

I purchased a fuel pump housing assembly from Spectra Premium on May 18th, [redacted] with the order #[redacted]08. Unfortunately, the assembly I received does not match what I ordered online. The box and installation instructions show the correct part, but the actual assembly inside is different. I suspect that the incorrect part may have been placed in the box by mistake, as the pictures on the box and instructions align with what I saw when ordering and with the part I removed from my truck. The assembly I received was not in its plastic wrapping, which further raises my concerns. I apologize for the delay in addressing this issue, as I have been dealing with health problems.

I sent in my rack and pinion for rebuild via FedEx to Rock Auto on July 7th. My order number is [redacted]70. I received an email from GetHuman on August 4th acknowledging they were looking into my request, but no one from customer service has contacted me. I'm eager to get my part back reconditioned. I received one email stating that customer service was open, but when I called, they indicated they don't handle these queries over the phone. I'm unsure what my next steps should be.

On August 8, [redacted], I bought $[redacted].28 worth of parts for my [redacted] Chevy Tahoe air conditioner. After charging my card for that amount, an additional $[redacted].96 was also taken without explanation. Clearly, this is a mistake on your end. I insist on getting my money back promptly as I am certain this is incorrect. Please reach out to me at your earliest convenience to address this issue. I am willing to work through this, but if necessary, I will take further action. You can contact me at [redacted] or email me at [redacted] Thank you.

I am seeking an exchange for a fuel pump suitable for a [redacted] Ford Mustang 3.8L V6. I accidentally ordered one meant for a non-California Mustang instead of the California version (I reside in New Hampshire). Due to outdoor weather conditions and gas fumes, I couldn't lower the gas tank for installation. I missed the 30-day exchange time frame. Recently, I realized it needs a California emissions pump, which is pricier. I haven't started the installation. I can't contact RockAuto despite creating my account with them. I need to return the pump and get the costlier California emissions pump. Though it was my error, I cannot use this pump on my other Mustangs due to different attachment methods. I urgently require the correct pump to reinstall the gas tank. Your assistance is greatly appreciated.

I am not a mechanic and I need information on completing a brake job for a [redacted] Hummer H-3 on all four wheels. I am frustrated with the difficulty of the current website compared to when I used it in the past. I am considering not using Rock Auto in the future due to these challenges. I have ordered parts, but some will need to be returned. Can someone provide me with a list of the parts, quantities, and total cost needed for the brake job? I hope to pay for the necessary parts and return the ones from order numbers [redacted]26 and [redacted]47. Your help is greatly appreciated. Thank you.

ORDER NUMBER: [redacted]52 On July 8, [redacted], I placed an order for a wheel bearing and a strut for my [redacted] Chevy HHR. Unfortunately, my mechanic was unavailable until last week due to personal issues. When he finally worked on my vehicle on August 14, [redacted], he discovered that the parts I had ordered were incorrect. We promptly placed an order for the correct parts the same day. Since it has been over 30 days, I am unable to process a return online. Could you please provide me with a shipping label to return the original wheel bearing and strut? I reordered the correct parts on the same day, which should clearly indicate that the initial order was incorrect. I have been a loyal customer of RockAuto for a significant amount of time. -Paul M.

I accidentally selected the wrong option while trying to return a part under warranty and am currently locked out. The order number for this issue is [redacted]86. The part I received, C696, does not match the specifications provided. Instead of the specified 6 - 3/4 inches in overall length, the part I received is 5 - 7/8 inches. The plug-in terminal is horizontally set, unlike the angled one shown in the picture. I have made many orders from Rock Auto using the same address with two different email accounts. I urgently needed this part last Thursday for my daughter's trip, but I couldn't install it due to the incorrect part. Upon receiving the order in February, the box displayed the correct part number and manufacturer, leading me to believe it was the right one until I compared it to the part I removed. I have three more of the same incorrect parts, still sealed. I would like to receive the correct part and return the ones I currently have.

I purchased 4 Denso [redacted] Iridium spark plugs on March 19, [redacted], for my '05 Subaru Impreza. Recently during some maintenance, I had to take out the plugs and discovered that 2 of them had broken center electrodes, leaving a gap of over [redacted] thousandths. Initially, I thought I may have caused it, but upon finding the second broken plug in the other cylinder head, I believe it was not due to anything I did. I noticed the spark plugs are out of warranty per the website. I would like assistance in addressing this issue. Luckily, I had another set of plugs from Rockauto on hand to finish the job. I have kept the faulty plugs for inspection. The car was running well without any check engine lights on. I look forward to your response. Thank you, Dave K.

Unfortunately, I was involved in an accident with my [redacted] Hyundai Accent and purchased various replacement parts. I am unsure if a return label will be provided and if I am required to pay for the return shipping. Could you please clarify your return policy for me? I am also a US Army Honorably Discharged Veteran. I own a [redacted] Mitsubishi Galant ES and would like to return the Hyundai Accent parts I bought with the exception of the restocking fee. Instead, I would like to receive credit for purchasing the following parts: four NGK Laser Iridium Spark Plugs, a Valve Cover Gasket Set with Spark Plug Tube Seals, two Rear Struts, a PCV Valve, Front Brake Pads, and Rear Brake Pads. I am requesting these parts to be credited towards the $[redacted].00 payment I made after deducting the restocking fee. If there is any remaining balance, I will promptly settle it. Thank you in advance for your assistance. You can reach me at [redacted] between 8:00 AM and 10:00 PM. Respectfully, R.A. Davis Rock Auto Customer

Order Number: [redacted]99 I received items 19P2067A (right rear caliper) and 19P2066A (left rear caliper) but found them to be poorly manufactured. Both calipers have one frozen pin, and the other moves roughly, causing installation issues. Despite having positive experiences with RockAuto in the past, these are the worst products I've received. The purchase was made to replace faulty calipers with bad pins on the car. I have tried to process a warranty claim online, but encountered issues after exceeding the 30-day return period. I would like to have warranty replacements sent as returning them is no longer an option. I regret not being able to purchase better quality products due to this experience. This is disappointing, and I hope for assistance in resolving this matter promptly. Thank you for your attention to this matter. -Kurt

I received the wrong part for Order number [redacted]28. I had ordered a serpentine belt for a [redacted] Dodge Ram [redacted] Pickup 8.0L V10 with the part number Day [redacted]DR. I received one for a [redacted] model instead. I attempted to resolve this through your return process on the website but did not receive a satisfactory response. The part number on the belt itself is 7PK2[redacted]K7, while the binding portion's number is [redacted]DR 1133K7DR. There were two errors in processing my order. I kindly request that you correct this issue by sending me the correct part at your expense. If necessary, please provide a prepaid shipping label for the return of the incorrect part. If that is not possible, please issue a full refund along with a prepaid shipping label. I have been a loyal customer and hope this matter can be resolved promptly. Thank you in advance for your assistance. Best regards, J.

I purchased an alternator for my daughter's [redacted] 328xi from Rock Auto and fixed it along with other parts in Sarasota, Florida. After taking the car back to Alabama, the alternator has stopped working and I need a replacement urgently. Unfortunately, Rock Auto's warranty process won't work for me as they do not ship to Alabama. I only have three more days here and cannot wait for a replacement to be shipped to my home and then back to Alabama. My daughter, a paramedic, relies on her car to get to work. I have been a loyal customer and appreciate any flexibility or exception you can provide in this situation. Thank you. Jerry Camp

I purchased a DAVICO muffler part #[redacted], expecting it to include the strap and hanger for $37.79. Instead, you sent me the AP EMISSIONS [redacted] muffler, costing $32.79, without the strap and hanger. I have an appointment Friday morning, so if you can send the missing parts by Thursday evening, that would be ideal. If not, please refund me the price difference so I can buy them locally and pay more. This experience makes me question online ordering for savings. My order # was [redacted]30. Thank you for addressing this issue promptly.

I recently attempted to start a return for a part that doesn't fit my vehicle correctly. The return process is charging me a fee and is not refunding me for one of the parts. Order: [redacted]00 I purchased 2 Strong-arm [redacted] Gas Struts for my [redacted] Fiat 500C Lounge. The description indicates it fits the "c Lounge". After trying to install one, I realized it is too long for my trunk as it is designed for a hatch door. When I wanted to return it, I was unable to do so online without being charged for return shipping. I believe I shouldn't have to pay for a return label for a part that was inaccurately listed on the site. I expect to be refunded for both gas struts and suggest removing the "c" from the part's vehicle compatibility description.

I recently bought a Carter fuel pump (part number P74192) with order number [redacted]86. I installed the fuel pump in a new fuel tank along with hardware purchased from your store. However, upon testing the car after installation, it started but kept shutting down. The car would only drive a short distance before shutting down again. Upon investigation, it was discovered that the fuel pump should be supplying 60 psi to the fuel system, but it is failing to do so. The pump only starts at 30 psi and then drops to 0 psi within a couple of minutes. Additionally, the installation cost was $[redacted]. While your parts may be competitively priced, the overall expenses for the job will end up being much higher. I am returning the pump today for a refund. This experience as a first-time buyer of your parts has left me very disappointed with the outcome. -Rocco Menaguale 9/3/[redacted]

I purchased a Dorman door lock actuator part # MTM937-[redacted] in June. It arrived in July, and after installing it, I am unable to access my car. After opening the door and examining the actuator, it appears to be defective. I would like to return it for a replacement. My order number is [redacted]50. Please contact me to help resolve this issue as soon as possible. I am unable to use my car until this is fixed. Thank you, Roy J.

I ordered front brakes and a Brake Hardware Kit. Unfortunately, the Brake Hardware Kit arrived with a small hole in the bag, and some parts were missing. I've requested a refund to purchase the missing parts locally, even though it's much more expensive at Advance Auto Parts. I'm still waiting for the brake pads. Can a replacement be sent at the same time as the pads? My vehicle is on jack stands in my driveway, and I had to inspect the front end. I've also ordered Tie Rod Ends and partially disassembled the vehicle. Please expedite the replacement parts as Code Enforcement is monitoring the area, and I need to get the SUV back on the road promptly to avoid fines. Thank you for your assistance in expediting this matter.

We purchased Monroe spring struts under Order#[redacted]54. Unfortunately, our mechanic postponed installation due to COVID-19, and upon receiving the parts, they were deemed incompatible with my [redacted] Chevrolet Malibu. The 30-day return policy is now a concern. We have generally had positive experiences but are dismayed at the significant financial loss this situation presents. Any guidance on a potential resolution would be greatly appreciated. Thank you.

I purchased an AC compressor and component kit for my Honda CRV [redacted], which I had to return. I sent them back on 09/09/20 from Martinsburg, WV to your office in Syracuse, NY. The package was signed for by J. Bailey with confirmation No. [redacted]16. I have not received my refund yet, although it usually takes 3 days after receipt of the parts. When should I expect to receive my refund? Thank you, D. Benavides

I have had positive experiences ordering from rockauto.com before, but recently, I bought a complete engine re-ring kit with expedited shipping. However, upon using the parts, I noticed several gaskets that didn't fit properly or were of low quality. The valve cover grommets were thinner, the lower intake gasket didn't lie flat, the front crankshaft seal was too small, and the rear main oil seal seemed cheaply made. I had to buy replacement parts from a local store, and the extra expenses have delayed my project for a few weeks. I had planned to order the remaining parts from rockauto.com, but now I'm hesitant. I hope this feedback helps improve the quality of products for others. Thank you, Thomas Allen.