Rockauto Customer Service Issues

I recently bought a flywheel (AMS [redacted]) and a clutch kit (LK-06-[redacted]) under order #[redacted]2 on 11/28/20. Today, during installation, I encountered difficulties aligning the flywheel and clutch kit despite removing various parts of the vehicle. Research online led me to contact the flywheel manufacturer, AMS. Despite troubleshooting with their customer service, it was discovered that the purchased items are not compatible and should have been removed from the site due to this known issue. At 8:50 p.m., with my vehicle inoperable since 10 a.m., I am now waiting for a solution. I've identified that I need model [redacted], which is in stock. Can the correct product be overnighted to me if I return the incorrect parts? My priority is getting my vehicle running to get to work, as it is my only means of transportation. Urgent assistance is greatly appreciated. Thank you, S. B. [redacted] Salzedo St. Royal Palm Beach, FL. [redacted] Email: [redacted] Phone: [redacted]

Rock Auto alleges I have not paid for a fuel pump, which I actually did through my bank. I provided proof of payment by sending a copy of my bank statement and a confirmation, but the issue remains unresolved. I shared two screen shots as well. If you have not received them, please let me know. The complication stemmed from Paypal's default payment method, causing a duplicate charge. I selected debit for my bank account to avoid this, but Paypal's setting led to the double payment. I had to cancel one transaction. Now Rock Auto insists on receiving payment for the fuel pump before allowing me to order parts in the future. Fortunately, the faulty fuel pump and filter may have been a blessing in disguise. I believed this matter was settled in August, but clarity has been elusive.

Hello, I ordered the Front Wagner Pads ZD1451, which came with one small package of lube, and the Front Pads Wagner ZD1654, which did not have lube in the box. My question is, should I have two packs of lube? Additionally, what is the lube used for, as the instructions mention not using it on the side pads? Where exactly should I apply the lube, and is it resistant to high temperatures and safe for rubber parts? I understand it's not for the inner pins of the caliper. Thank you.

I made an order on November 25 and received all parts except for two adjuster kits. I have initiated a case for the missing items but have not received any confirmation regarding their whereabouts or estimated arrival. The customer service team keeps saying that the parts are on their way, causing frustration as I urgently need them to fix my car. The delay may result in the potential buyer backing out, causing significant financial loss for me. The inability to ship parts from New Jersey to Michigan within three weeks is extremely disappointing.

I placed an order for parts with you at the beginning of the month. It's now the 12th, and one of the parts has not arrived yet. Your website indicates they were shipped from your warehouses. However, I'm unable to get any details from USPS as they say the tracking number is invalid. My customer is becoming increasingly frustrated, and we both require some explanations to understand the situation. Please reach out to me at [redacted] or [redacted] to help us address this issue.

I purchased multiple items on 1/4. One item arrived via USPS, but the radiator I ordered was wrongly delivered by FedEx to Franklin, Ohio instead of my address in Hammond, Louisiana. This mix-up is frustrating, and I seek a refund promptly. This confusion has led me to question using your services in the future.

I purchased parts for my [redacted] Ford F150 4.6L V8 Triton to replace all gaskets and other components. I also bought spark plugs, and upon starting the engine, the number one cylinder struck the spark plug. This damaged the cylinders and will require me to rebuild the engine. The extent of the damage is significant, and I anticipate needing substantial reimbursement. This situation will leave my son without a vehicle for an extended period, creating numerous challenges.

My address was marked as undeliverable, which is surprising as I have ordered from your company numerous times without any problems. The parts I ordered were returned, and I urgently need them to complete repairs on two customer vehicles. My address is [redacted] Laux Rd, Monroeville, NJ [redacted]. I am Scott Frates, and my order number is [redacted]51. I kindly request that you expedite the shipping of the parts back to me overnight. Thank you.

I typically check my email for receipts and order confirmations. I didn't receive any after placing my order, so I attempted to pay again assuming I might have missed hitting the pay button. Still, no receipt was received. Concerned that I might have accidentally placed the order twice, I'd like to ensure it's just one order. When I checked my recent orders, I couldn't locate an order number. The order is under the name Ralph L. from Dubuque, Iowa. The item I intended to order was the WAI GLOBAL WPM2036.

I received confirmation that order number [redacted]97 was shipped on 12/6 and was initially expected to be delivered on 12/10. Despite a delay, I was informed it would arrive by 9pm on 12/14. Today is 12/15, and the parts have still not been received. I had to make another purchase elsewhere to complete my project promptly. If the items eventually arrive, I plan to return both, but I am reluctant to bear the return shipping costs since the delay was beyond my control. As a loyal customer, I have been patient, but the extended wait has compelled me to seek alternative solutions. Barry S.

I checked the website about two weeks ago to find the necessary parts. However, when I tried to order them today, I noticed that they are no longer available. I am specifically looking for AC Delco shocks [redacted] and [redacted], with a requirement of two of each. I am curious if these parts will be restocked or if I should seek an alternative supplier. The advertisement claims to have all the parts one could need for a car, so I hope to acquire these parts. Kindly update me on the status of these items. Thank you. Kraig

Hello, I am a member of the Kenai Peninsula Borough (KPB) Assembly in Alaska. One of my constituents recently complained that Rock Auto refused to ship to them due to a KPB sales tax, which seems unlikely. I am reaching out to verify if Rock Auto still ships parts to individuals in our borough. The boroughs in Alaska have an agreement through the Alaska Municipal League for online sales tax collection. It is essential for me to address any issues with this process, as many residents in our area rely on Rock Auto for parts. Thank you, Brent J. Kenai Peninsula Borough District 7

I made a purchase on Friday, December 18, [redacted], with expedited shipping for delivery by 10AM today, Monday, December 21, [redacted]. However, my package did not arrive on time. Upon contacting FedEx, I learned that the shipment was sent to the wrong address by Rock Auto, the shipper, and they have placed restrictions on modifying the delivery. FedEx returned the package to their warehouse and advised me to have Rock Auto contact them for any changes. Unfortunately, I have been unable to reach Rock Auto for assistance, and their website does not offer a resolution for this issue. I paid additional fees for the expedited delivery, totaling over $[redacted], which was not fulfilled as expected. Therefore, I will be seeking a refund for the service that was not provided as promised.

On Friday, 12/18/20, I made a purchase and paid for expedited shipping to ensure delivery by 10AM today, Monday, 12/21/20. Unfortunately, the package didn't arrive on time, and after contacting FedEx, I discovered that Rock Auto had provided them with the wrong address. Even though I corrected the address with FedEx, I couldn't make changes to the delivery myself due to Rock Auto's restrictions. FedEx advised me to contact Rock Auto to rectify the address and facilitate the delivery promptly. However, I am struggling to reach Rock Auto and their website doesn't offer a suitable solution. Apart from addressing the address issue, I will also be seeking a refund for the additional shipping fee, as the promised delivery time was not met.

I attempted to purchase an engine for a Chrysler 300c Hemi from them. Initially, they quoted a price of $[redacted] with free shipping. They later claimed the engine was damaged in shipping and demanded an additional $[redacted] for a replacement engine. We opted for a refund. Subsequently, we were contacted by another representative from Rock Auto Parts offering a different engine for $[redacted]. We are interested in proceeding with this purchase and would like to address the price difference. It's urgent that a representative contacts us promptly regarding this issue. Thank you. - Barry M. and Lieth V.

I purchased a product, order number [redacted]69, but unfortunately, it doesn't fit. It is taller than expected, and the cables are not wide enough to attach properly. I realized this as soon as I tried to install it. I'd like to return it, but the return process seems complicated. I couldn't reach anyone by phone, and now I see the return slip requires detailed vehicle information that I don't have since I didn't use the product. Dealing with this return has been frustrating. I've shopped with rock auto before, but this experience is making me reconsider ordering again. Can I return the item without providing the vin number and odometer reading since I didn't use it?

I arranged for my parts to be delivered on Monday. The FedEx tracking indicated an attempted delivery at 4:30 p.m. that day. I find this hard to believe because I have two dogs that constantly bark at the front window; they would have surely alerted us to any visitors. Unfortunately, the non-delivery caused me to miss my mechanic appointment today, inconveniencing us both. He is understandably upset as he could have scheduled another job, and I am frustrated with the situation. I request a refund and will not be considering your services in the future.

Return Request for Warehouse 1 (Hodgkins, IL) Quantity Reason Status [redacted] GMC SIERRA [redacted] 6.0L V8 Brake & Wheel Hub: Brake Pad POWER STOP [redacted] {Click Info Button for Alternate/OEM Part Numbers} (Daily Driver) Z16 Evolution Clean Ride Ceramic Info Front This component is part of a kit. Part image 1 Not Returnable Not Returnable I need assistance with the following issues: Please detail the problems with the part. Received incorrect parts. When did you first notice the issue? I noticed the problem immediately and did not attempt to install the part. Is it likely the problem happened during shipping? No Was the package sealed with RockAuto tape upon arrival? Yes It is important to notify us of any issues promptly. As your order is more than 30 days old, we cannot offer a refund or replacement part. Brake & Wheel Hub: Rotor POWER STOP AR8655 (Economy) Autospecialty Info Front This part is included in a kit. Part image 2 Not Returnable Not Returnable

I purchased a new window regulator with motor for my [redacted] Hyundai Sonata. When I tried to install it, everything seemed to match up with the old part. The motor holder aligned perfectly with the holes in the door frame, and the rod with the plastic piece for the window also lined up correctly. However, I am having difficulty getting the window glass to align properly with the plastic piece it attaches to. The right side lines up well, but the left side seems to be off by about a quarter inch and adjusting the glass hasn't worked. It seems like neither the glass nor the plastic piece are budging. Any advice would be appreciated. - J. B.

Hello, I'm David Peek. My Order Number is [redacted]23. I would like to return some unopened parts I ordered for my car repair that were not needed. Additionally, I did not receive part number [redacted], the Oxygen O2 Sensor, which was shipped separately. The parts I want to return and receive credit on my credit card for are Part # EV473 - two Tie Rod Ends, and Part # ES3712 - a Tie Rod End. Could you please provide instructions on how to return these items to your company? Will you be supplying a prepaid mailing address slip for the return?