Rockauto Customer Service Issues

I placed an order on August 16 and was told I would receive it by August 27. It's now September 23, and I still haven't received it. I've tried contacting customer service for help but haven't had any luck. I just want the parts I ordered and paid for. I believe Rock Auto should compensate me for the time and wages I've lost waiting for my order.

I recently ordered a part from your store and was unsure about how to apply a coupon or discount if one was available. I am a senior citizen and a veteran, which I believe may qualify me for certain discounts. My order confirmation number is [redacted]10. If I am eligible for any discounts, I would appreciate it if you could apply them to the credit card I used for the purchase. Please reach out if you need any additional information or clarification. I would also like to know the process for applying any discounts for seniors or veterans to my order. Thank you for your assistance. Cell: [redacted] Thank you, T. Morrisette

Order number [redacted]56 was placed on 9-19-[redacted] and arrived in Champaign, IL via FedEx SmartPost on 9-23-[redacted], but as of today, 9-28-[redacted], it has not yet reached USPS for delivery. Unfortunately, I cannot track the package on USPS due to the lack of a tracking number. Champaign, IL is only 40 miles away, and I should have received the item by Friday, 9-25-[redacted]. I wish they had contacted me so I could have picked it up. FedEx SmartPost always gives me trouble. I have consistently faced issues with SmartPost while other carriers like USPS, UPS, FedEx, and truck shipping usually work fine. My apologies for venting, but I often face challenges with SmartPost when ordering online. It's not Rock Auto; it's SmartPost. Thank you, Melvin Attebery.

I bought a catalytic converter from RockAuto for my [redacted] Ford Explorer about 39 days ago. Unfortunately, the first mechanic who installed it mentioned it was not reading correctly. The vehicle also needed other repairs like a new motor and transmission. Now, the right side of the catalytic converter seems to be overheating and glowing, though I am not a mechanic. The part wasn't in a box when it was delivered, just wrapped in plastic. I am aware of RockAuto's 30-day refund policy, and I don't have another $[redacted] for a new exhaust system. I am struggling to reach RockAuto for assistance and guidance on how to proceed.

Dear Sir or Madam, I apologize for the need to contact you again. I seem to have made an error in the "Order Status & Returns" section, and now I am unable to return the water pump (under warranty). Order [redacted]63. For order [redacted]27, "We will notify you by email once the replacement is shipped. You do not need to return the item, but please keep it for two weeks in case it needs to be returned." I do not wish to receive another GATES pump; I would prefer an AC DELCO and will cover the price difference. Regarding the question, "Does the above PRODUCT DESCRIPTION match what you intended to order for your vehicle?" I mistakenly clicked "No." My vehicle is a [redacted] Dodge Ram 5.7-liter, so the water pump is suitable. I could also send videos showing the GATES pump pulleys wobbling. Sincerely, R. Denzin

Hello, I'm experiencing an issue with the rack and pinion I purchased from you in April. The inner tie rod on the left is loose/defective, which we just discovered today as it's causing my car to pull to the right. I'm struggling with the online return process; it's quite complicated for me. Although it's under warranty, the system now indicates it's not returnable, which is frustrating. If possible, could you please contact me via email or phone? Thank you, K. R. [redacted] [redacted]

I placed an order with order #[redacted]90 last Thursday, Sept 24, and was supposed to receive it by Sept 28. However, after tracking with FedEx, the delivery date kept changing, and now there is no scheduled delivery. The package has been stuck in a California warehouse for three days. Due to my disability, I have essential heart tests 65 miles away on Oct 5, and my truck is not working due to a failed master cylinder. I have to source parts locally now. Please cancel my order, refund it, and consider using a more reliable shipping company in the future. If I can't rely on timely deliveries from Rock Auto/FedEx, I'll have to find another supplier for my vintage vehicle restoration project.

I am facing an issue with my [redacted] Chevrolet Camaro, equipped with a [redacted] CID engine. I previously ordered a Delco Remy voltage regulator (DEL C635) from Rockauto, but upon installation, it failed to charge my battery. Testing revealed the alternator was fine, but the new regulator was faulty. A replacement was sent, but it also did not work correctly. Reinstalling the old regulator showed high voltage warnings at high RPM. After observing a damaged connector, I ordered a new one from Rockauto, but the replacement regulator still didn't charge. Now using the old regulator to keep the battery charged, I am concerned about the recurrent issues with the replacements. Despite my troubleshooting efforts, I am unsure of the root problem. I appreciate any assistance as my wife's cherished car needs to be reliable on the road. Thank you for your attention to this matter. Sincerely, J.R.

I purchased an outer tie rod end part under number ES800413. Upon opening the box, I discovered the part inside was marked as ES800412 instead. A replacement was sent, but the same issue persisted. I kindly request the correct part, ES800413, to be shipped before Saturday the 10th for my [redacted] Dodge Nitro SXT. Could the team please ensure the part matches the label prior to shipping in the future?

My order was lost by FedEx. Despite filling out the necessary information on Rockauto's website, I have not received any updates. Original Order number [redacted]03 was sent from three locations, with the shipment from San Bernardino, CA missing. While the first two packages arrived promptly, the third package containing rear brake parts is still missing over a month after the initial order. I have the front brake parts, but I cannot complete the job without the rear ones. I kindly request Rockauto to resend the entire shipment as all details were provided on their website. Sincerely, Michael C.

I have been a loyal Rockauto customer for several years, spending a significant amount with the company. Currently, I am facing an issue but am unable to reach a customer service representative by phone. I am requesting a full refund, including shipping costs, for a defective part. This part caused me additional expenses in labor and vehicle downtime. If this matter is not resolved satisfactorily, I will be closing my account and choosing not to do business with Rockauto in the future. I am disappointed in the current customer service level and handling of warranty claims. I intend to share my negative experience on various online platforms to inform others about the deteriorating quality of service. Kindly address this promptly. Thank you.

I am interested in purchasing the GM[redacted] Grille Reinforcement part, and I noticed you offer two options: 1. Regular inventory for $50.79 2. Economy for $[redacted].89 It states that regular inventory parts match the original equipment in fit, function, and quality, while economy parts might be less durable and not an exact match. It also mentions expected variations like striations or uneven edges. Is the regular inventory part at $50.79 superior to the economy one priced at $[redacted].89? I want to confirm this since the pricing seems counterintuitive.

I purchased a clutch slave and master cylinder for a [redacted] Ford Probe. After only 6 months of use, I am experiencing issues where the clutch doesn't disengage every time the pedal is pressed, and it loses pressure even if it does disengage initially. When I requested a replacement due to a leak down problem, I was told I can only get the same parts as a replacement. I am interested in upgrading to better parts like the Wagner ones, and returning the original parts for a refund. Can you please clarify if this is possible? I initially chose Sachs parts because of their reputation, but I believe Wagner parts may be a better option. Your guidance on what options are available would be appreciated. Thank you, Ed.

I acquired a transfer case motor from Rock Auto on 3/6/[redacted] and it now requires replacement under the limited lifetime warranty due to it ceasing to function. I tried to initiate the process online, but the website states that since it has been over a year since the sale date, I must contact Dorman directly. However, Dorman is not willing to assist. During an online chat with a Dorman representative, I was informed that the warranty process should go through Rock Auto as they are familiar with Dorman's warranty policy. Despite this, Rock Auto declined to handle the warranty claim. The Dorman representative suggested escalating the matter to management and provided to send a copy of the warranty policy via email. Kindly arrange a warranty return for me. I am willing to purchase a new part and await the refund upon the return of the defective one. RockAuto.com - Providing all the parts your car could ever need. RockAuto Order Confirmation Order [redacted]5 Part Number [redacted] ([redacted]-[redacted])

I need help retrieving the last four digits of the card used to make purchases with the order numbers [redacted], [redacted]53, and [redacted]96 on March 11, [redacted]. Unfortunately, I was a victim of domestic violence where my abuser took all my debit cards. To get reimbursement, I require the last four digits of that card. The address associated with the order is [redacted] Ponderosa Dr., Hortense GA [redacted]. The purchase was for my Jeep. I am in urgent need of this information due to the difficult situation I am facing. Your assistance in this matter would be greatly appreciated. Thank you for your understanding and support during this challenging time.

Dear Sirs, I recently received order number [redacted]93 at the address in Miami, [redacted] North West 33 Street, Doral, FL [redacted]. The two wheel Rear Hubs for a Toyota Tundra [redacted] V8, with part number Raybestos [redacted] R, were shipped to a forwarder to be sent to Curacao where I reside. Upon arrival, I noticed the hubs only have 5 holes while my car requires 6. Additionally, the hubs are too small, with the numbers on the items showing as 49-[redacted] Max Dia [redacted], 6mmAE [redacted] M [redacted], instead of the expected 9732R. Due to the costly nature of returning the parts, I am looking to order the correct hubs again. Can you provide assurance that the replacement parts will be correct this time? I have been a frequent customer and this is the first instance of such an issue. Curacao, where I'm located, is an island in the Netherlands Antilles in the Caribbean. I appreciate your attention to this matter. Thank you.

I am in need of a rebuilt carburetor for a [redacted] Lincoln Mark V that I recently purchased in an eBay auction. I would like to have it shipped to Spain along with the car, as the seller indicated it's not in good condition. I also have other parts in my cart to send to the seller. This car is equipped with a Motorcraft [redacted] 2 Barrel. I couldn't find this model in your catalog, only the AUTOLINE C8024A. Is this carburetor compatible with the Motorcraft [redacted]? If it's not available, what repair kit can I purchase? Thank you for your assistance. You can reply to me via email or call me at +34 [redacted]36 (Spain).

During my vehicle repair ordeal with my [redacted] Pontiac Montana, the trouble cascaded from what I thought would be a sturdy radiator (Order number [redacted]48) to discovering it was actually not durable. Requiring a rental car as a result, I experienced the radiator leaking while visiting my father at Meridian Acres in Sanford, Michigan. The situation escalated to needing a tow truck on a Friday night to haul the car back to my local mechanic in Gladwin, MI. Despite trying to contact RockAuto for a return and being directed to order a new one online, I faced challenges with no human support. Seeking a $[redacted].00 credit, it has been over four weeks since returning the radiator without any response or refund on my credit card. Now, the mounting late fees, double installation costs, towing expenses, and other out-of-pocket costs are causing significant inconvenience. Hoping for a prompt resolution.

The A/C and heater control switch panel initially worked for a few weeks, became intermittent, and then completely stopped working. Unfortunately, our life was disrupted when my son had COVID-19, leading to delays in addressing the issue during the quarantine period. I spoke with Jan from ROCKAUTO back on 9-21-[redacted], as she mentioned that a technician would be required to assess whether the problem lay in the panel or the truck itself. After a check last Monday at Bill Holt Mitsubishi in Canton, GA (formerly known as Moore GMC, Oldsmobile, Pontiac), a report confirmed that the A/C control head had an internal bad connection on the motherboard, while noting that the harness in my truck was in perfect working order. Thank you for your attention to this matter.

I purchased a front headlight assembly for the drivers side of my [redacted] Cadillac DTS, which was delivered to me while I was in the hospital in October. The invoice mentioned a return deadline of October 29, but I was only able to have it installed on October 26. Shortly after, the main headlamp stopped working after minimal use. I am not interested in returning the entire assembly, but I would like to exchange the defective bulb. I understand it's past the return date, yet I hope for a positive solution as a new customer willing to continue doing business with your company. My insurance requires a mechanical inspection by November 10, and I risk losing coverage if it's not completed. The order number is [redacted]14, placed by my daughter on September 28. I would appreciate a prompt resolution and can be reached by phone at 1-[redacted]. The total cost of the headlight assembly was $[redacted].34 Canadian Dollars. I am counting on your assistance to resolve this matter promptly.