Rockauto Customer Service Issues

Last July, I purchased a front brake rebuild kit for my F-[redacted] 4WD. Due to health issues and the pandemic, I've just been able to work on the vehicle. Upon inspection, I found that the caliper and pads from the kit are smaller than the originals, and I only received one caliper instead of two. I have pictures of the size difference for reference. I plan to return the second caliper I ordered as it would not be the correct size. As I don't have cell service, please contact me at [redacted]. I have tried reaching out to Rock Auto at the provided number, but it seems to be for corporate purposes only. I would appreciate assistance in resolving this issue. Thank you.

Last July, I purchased a brake rebuild kit for my [redacted] F-[redacted] 4WD. Unfortunately, I recently found out that the caliper and pads included in the kit are not the correct ones for my vehicle. The package was missing essential parts like the one-time-use stretch bolts. I had to buy the correct pads elsewhere to address a grinding wheel. I would like a credit or return for the incorrect parts. I understand that I've had a tough year with health issues, so I hope for some flexibility in your return policy for my situation.

I am trying to set up our tax-exempt status, but your form keeps saying the address for the tax-exempt certificate does not match. Our tax-exempt status is for the entire state of LA. Each mechanic shop location pays with a Visa credit card and uses our address at each location, which is PO Box [redacted] Baton Rouge, LA [redacted]. It does not match the tax-exempt cert address. Please have someone contact me to get this settled. I am ordering many parts online and can't use Rock Auto as we can't accept any invoices with tax on them. If you want our business, please have someone contact me to set up the account correctly so all I have to do is pull it up, order, pay, and you ship them to me. Thank you. Mike M., Mechanic IV, LA State Police Troop B.

On my previous two orders, I opted for expedited shipping. The website displays shipping options under the heading "Receive By.....date." I base my selection on cost-effectiveness and my timeline. Unfortunately, my last two orders arrived at least one day past the specified date. I believe Rockauto.com should be more transparent about their shipping practices. If I pay for upgraded shipping, I expect to receive my items by the date provided in the order.

I recently received my order #[redacted]04 and was dismayed to find that the ball joint, part #45D2153 from AC Delco, was clearly used with grease, dirt, and gouges. I was counting on installing this tonight to use my car tomorrow. I request a replacement to be overnighted to avoid further delays. Thank you for addressing this promptly.

Order number [redacted]54. I previously emailed regarding an issue with DHL delivering my part to the wrong location in the Netherlands instead of my address at [redacted] Windsong Lane, Hope Hull, Alabama, [redacted]. I have been a loyal customer with many orders and more to come. I urgently need this part to fix my car, as I depend on it for transportation to my medical appointments. I simply need the correct part shipped to me promptly as I had paid for it a month ago. Kindly review my previous email and assist me with this matter. I believe I paid about $19 for shipping, and I reside in the US, not in the Netherlands. Your attention to resolving this promptly is greatly appreciated. Thank you.

I am a driving instructor for a private school, and my assigned car is a [redacted] Toyota Corolla. I am looking to add an additional horn for safety reasons, not for fun. I recently had a "Wolo" train horn installed, but it is not much louder than the original horn. I am in need of a very loud horn, similar to a diesel truck's horn. Someone suggested I reach out to you for advice and research. I am not very good with computers, so I found searching online frustrating. The installer I spoke to can put it in once I order the horn. I want a horn that sounds like those on semi-trucks or construction vehicles. Could you please help me find the right horn to purchase? - Richard V. Jr.

I recently bought a part from Rock Auto, and unfortunately, it doesn't fit. I filled out the RA form on their website to return it. There was a question about whether the part was installed, and I marked it as installed as I had just placed it on the frame to check fitment for a spare tire carrier. Now, they are refusing the return because of this and I can't reach them to sort it out or complete the return online. I'm considering disputing the charge on my credit card but would rather resolve this for a replacement part. Any assistance would be greatly appreciated. Thanks, Jake

Today, on 3-20-21, I received the Sachs shock absorber I ordered (#[redacted]) under Order #[redacted]60. Regrettably, the shock arrived incomplete as it is missing the top mount buffer, the gold-colored sphere with a threaded mounting bolt or stud at the top. I planned to purchase two shocks, but you only had one in stock, indicating the Sachs warehouse in the USA may also be out. I have previously bought Mercedes shocks, and they always came with the top buffer. Kindly request Sachs to send just the top mount buffer separately. Although I only need one shock for my 97 Mercedes, if another #[redacted] can be located, I would like to purchase it. I prefer not to return the shock sent to me, but I urgently need the missing part to complete the installation. I am aware the Mercedes part number for this missing piece is [redacted] [redacted] 09 44, but I am uncertain of the Sachs part number. Your assistance in obtaining the top mount buffer is greatly appreciated. Thank you. W. Albert Niedzinski

I came across a listing on FB Marketplace for engines and transmissions. Initial contact involved providing the make and model of the vehicle needed for parts. The seller, with a thick Indian accent, quoted $[redacted] for the transmission and $1,[redacted] for a rebuilt K24 TSX Ivtech engine. They offered a $[redacted] discount for buying both and a 3-year warranty. When asked for their business name, they claimed to work for Rock Auto Online. This seems suspicious. To prove legitimacy, they mentioned sending a "dummy invoice." I'm unsure about the authenticity of this offer. Any insights would be appreciated. Thank you, Joshua A.

Order Number [redacted]57 Issue I recently purchased and attempted to install the Continental PP296LK1MI Timing Belt Kit with Metal Impeller on my wife's [redacted] VW Beetle. However, upon opening the sealed box from your website, I found that the water pump in the kit has a plastic impeller instead of the expected metal one. This discrepancy is concerning as I specifically selected and paid more for the kit with the metal impeller due to known issues with the plastic water pumps in these engines. I encountered difficulty trying to address this problem through your website, as your customer service process is quite confusing. I kindly request assistance in resolving this matter promptly. I require the water pump with the advertised metal impeller as per my order. Thank you for your attention to this matter. Sincerely, Perry V.

I am experiencing issues with my shipment. It was supposed to arrive several days ago and has been going back and forth between different locations. It was last seen in Olathe, Kansas, when usually it goes to Wichita, Kansas, and then to my location. The package has now been redirected from Olathe, Kansas to Kansas City, Missouri. The delay started in California, taking a week to leave. As a car seller, I have lost two deals due to the late delivery of this part. I typically spend $50,[redacted] to $[redacted],[redacted] annually with your company. I suggest providing a refund for the delivery fee since the package is past the expected delivery date. It is crucial for you to improve the accuracy and timeliness of shipments to maintain customer satisfaction. My order number is [redacted]91. Please consider adding a customer service phone number for better communication.

I have a tablet and since I don't have a mobile number, you can reach me at [redacted]. I am contacting you about the door hinge issue with my [redacted] GMC Sonoma SLS. When I messaged you earlier, I forgot to include my phone number. I am looking to purchase from Rock Auto, and I also have other items to order. Thank you for your assistance. Regards, James H. K. Email: kiddjames53@[redacted]. Located in Spring City, TN. I appreciate your prompt response.

I received my order with number [redacted]10, but the part I received and installed seems to be incorrect. It appears to be for the front left side, and I actually need a caliper for the front right side. I suspect there may have been an error with the labeling on the box. I'm hesitant to request a replacement without clarification. Currently, my car is unusable, and I need to resolve this promptly. Unfortunately, I am unable to provide the part number from the installed part as the return process on the website requires it, and accessing it would involve disassembling the car again. The tag on the box reads [redacted]3, which indicates it should be the correct right front caliper. The parts seem almost identical, except for the point where the brake line attaches. I'm unsure about the next steps. You can contact me at [redacted]. Thank you.

I made a purchase on 03/29/[redacted] and selected delivery by 3/31/[redacted]'s end. I received notification that my order had shipped with a tracking number. It's now 4/1/[redacted], and I haven't received my package. FedEx told me the package is still in Indianapolis and won't arrive yet. I am requesting a refund for the express shipping service fee as my package hasn't been delivered as promised. My name is Benny L. Flowers, a retired US. Army member. The order number is [redacted]33, with FedEx tracking number [redacted]55. Kindly assist me in obtaining a full shipping refund as the service paid for has not been fulfilled yet.

I recently placed an order for parts and opted for one-day shipping, however, the package only arrived on Tuesday afternoon, despite ordering it on Saturday. Furthermore, some of the parts are still at the warehouse. I paid $[redacted] for expedited shipping, and now I am unable to complete the necessary work due to the delayed wheel bearings. I am disappointed with the service and the lack of adherence to the promised delivery date. Requesting a refund for the one-day shipping service is reasonable under the circumstances. It is frustrating to be unable to proceed with the much-needed repairs because of these shipping issues. I have recommended your website to friends for parts in the past but am currently dissatisfied. Communication solely via email further compounds the situation. Seeking a refund for the shipping costs and either prompt shipment of the bearings or a refund for them to purchase locally to complete the repairs without unnecessary delays. Thank you.

In January, we purchased a part for our grandson's Camaro. Due to unfortunate events, we only recently inspected it and discovered it was incorrect. Despite our efforts to reach out, we have been unsuccessful for over a week. The item we received differs from what we needed; we require a tail light assembly for a [redacted] Camaro with a specific design. While aware that the return period has passed, we are hopeful for an exchange. Can someone assist us in resolving this issue promptly?

I recently purchased an outside door handle and an inside door handle for my [redacted] Chevy Silverado. Unfortunately, after receiving the first inside handle and installing it, I received a duplicate of the inside handle instead of the outside handle I still need. The order numbers are outside handle GM[redacted] and inside handle [redacted]. The invoice number is [redacted]66. I discovered two Bill of Lading (BOL) order numbers inside the boxes: [redacted]66 and [redacted]28. Could you please assist me with this issue as I am unable to lock my truck without the outside handle? Thank you for your prompt attention to this matter. Sincerely, Dannie Adkins

I recently purchased a NISSENS Radiator for my [redacted] Suzuki XL-7 from the RockAuto website. However, I encountered a problem when I realized that the ports on the new radiator are threaded, whereas the old one has non-threaded ports. I am unable to fit the non-threaded rubber hoses onto the threaded ports of the new radiator. I kindly request that RockAuto provides me with shipping labels so I can return the incorrect radiator. I also seek a refund of $[redacted].79 plus taxes and shipping charges back to my credit card. I am willing to share pictures of both radiators to illustrate the difference in ports. Thank you for your attention to this matter.

In early to mid-summer, I purchased a radiator for my Trailblazer. Unfortunately, I was diagnosed with Covid and later found out I had cancer, resulting in hospitalization and treatment. After being cleared of Covid and receiving treatment, I have resumed working on my Chevy. I plan to order more parts for various vehicles I am working on and would like permission to return the old radiator for core credit. You can reach me at [redacted] or [redacted].