Rockauto Customer Service Issues

I placed order # [redacted]24, but received a message that the parts I requested were out of stock. I reached out to Rock Auto to select another compatible part, but I am unsure if I reordered correctly. Please confirm via email if my order was successful. If not, kindly advise on how to proceed to ensure the order is correct. I still require both the A/C Compressor and Condenser. I look forward to hearing back from you at my email address. Thank you!

In January, we purchased a part for our grandson's Camaro. Due to various issues, we only recently inspected the item and realized it's incorrect. The product lacked a visual reference, so we didn't realize the mistake. We require a tail light assembly with the backup light spanning three sections, but received one with only the middle section covered. Although we missed the return deadline, we hope to exchange it if possible. We've struggled to reach out multiple times without success. Could you please assist us with this issue?

Hello, I purchased an inside and outside door handle for my [redacted] Chevy Silverado on April 4th. Unfortunately, I received the wrong handles twice - two inside handles and then two outside handles that do not fit my truck, possibly meant for 2[redacted] models. The correct parts I need are GM [redacted] front outside and [redacted] inside door handles for a [redacted] Silverado. I have one extra inside handle and two wrong outside handles. I will return these once I receive the correct parts. Thank you, Dannie Adkins.

I am attempting to contact you via phone to address my issue. I emailed you again last night about the problem with the inner and outer door handles for my '99 Chevy Silverado. Initially, I received two inner door handles in the first shipment. When I finally received the outer door handles, they were incorrect and don't fit. As a result, I have an extra inner door handle and two outer door handles that are unusable, leaving my truck unable to lock. The phone number I provided is for my home phone, as I cannot receive texts in my area. I included a contact number when completing the questionnaire. Please call me to resolve this issue, as the "get human" feature has not been helpful. The order numbers for the handles are outer GM[redacted] and inner [redacted]. - Dannie Adkins

I spoke with David from customer service, and he assured me that a one-time refund would be issued for a package missing some parts. The parts were returned to Ripon, CA via USPS tracking number 9[redacted] 7[redacted] [redacted] 11 and delivered on 3/29/21 as confirmed. David's email stated that a refund would be provided within 3 business days after the warehouse receives and verifies the returned items. The email also mentioned coverage for the return shipping cost up to $8.99. Rest assured, the refund process is underway, and you will be notified via email once it has been processed. Thank you for your understanding and cooperation.

I apologize for the confusion with your order. Two months ago, I visited your website and ordered an injector that was supposed to be in stock. I was charged for it the same day but later found out it was out of stock. I returned the failed injector as instructed, but I have yet to receive a refund or any update on the situation. I request a refund for the undelivered part. I suggest improving customer service by offering phone support. Thank you for your understanding. - Frank Dear Mr. Robino, I apologize for any confusion about your order. The part you purchased was a remanufactured injector, not a new one. Even though you opted for next day delivery, please note that the shipping method does not affect the rebuilding process time. Your returned injector is being processed according to the original order. We will email you the tracking information once the part is shipped back. Thank you for your patience. - Ralph Hi Customer Service, I bought 6 injectors from RockAuto, and one failed under warranty. I ordered a new injector for next day delivery but have not received it or any tracking information. I returned the failed part for warranty repair and received tracking information for that. Please refund my entire invoice. Thanks. - Frank

I have attempted to place an order multiple times for my daughter, but the previous order remains stuck, preventing me from completing the new order. I am frustrated by the lack of live customer support, which I valued in the past. The email addresses used for the attempted orders are [redacted] for my daughter's order and [redacted] for mine.

I followed your company's instructions and the unit was not installed until April 28, [redacted]. As per your company, the unit was supposed to be new. It's frustrating to realize that I now have to bear the cost for returning a defective part that I received. The unit, installed on April 28th by a mechanic, caused trouble on the 30th, just after 31 miles, resulting in engine failure. I shouldn't be responsible for these costs. Circumstances like dealing with other car issues, a family death, and work commitments delayed the installation. The return process has been overly negative, contrary to your company's image. I refuse to pay for return shipping because the unit cannot be accepted by services due to containing gas. Please arrange for the defective part to be retrieved. CarParts has committed to delivering a replacement by Tuesday, will your company do the same? Thank you. - R Stoll

Hello Rockauto team, I placed two orders for spark plugs and a pair of stabilizer bars back in April. Both orders were shipped to France and are currently stuck in Paris. I am now looking to order a left upper front suspension arm for my [redacted] Chevrolet Silverado Z71 LT 5.3 pickup, with the request to have the shipment transit via Hawaii, Australia, and then to New Caledonia where I live. Previous orders I made on your site followed this route. I would greatly appreciate if future orders could prioritize this route. My pickup is 10 years old, and I am considering buying replacement parts from you, but I would like to receive them as quickly as possible. Thank you for your understanding. Best regards, J.-P. HOFFMANN

Hello, I'm Christopher M. Hansen. I used my email [redacted] to place an order for a clutch kit on 10/23/[redacted]. The order number is [redacted]00. The clutch is malfunctioning after 11,[redacted] miles, although it's under warranty until 12,[redacted] miles. The online warranty claim was unsuccessful as the system requires installation in a specific vehicle, which wasn't the case for my universal clutch in a [redacted] Honda Accord. Please authorize a replacement so the shop can address the issue. You can reach me at [redacted] or [redacted] I'm a frequent customer and refer others to your site. I'm hoping for a prompt resolution. Thank you.

I recently noticed unauthorized charges totaling around $[redacted] on my VISA card ending in [redacted] following a purchase I made for an OEM Horn for my [redacted] Ford F-[redacted] Super Crew Cab. I typically don't make online purchases with this card, only using it locally at gas stations and retail stores without issues. The fraudulent charges originated from a website called ROCKAUTO.COM. It appears there may be someone at ROCKAUTO leaking customers' card information to black-market sites, leading to multiple fraudulent transactions by different individuals across the country. I urge ROCKAUTO to take immediate action against these unethical practices. Your prompt attention to this matter is appreciated. Thank you, William P. [redacted] [redacted]

I purchased 3 brake hoses for a [redacted] Ford Mustang SVT Cobra using Order # [redacted]62. Upon receiving the parts, I noticed they do not match the ones on my car. The left and right rear brake hoses were different, and there was no center rear brake hose. Although the listing includes a center rear brake hose, it does not match my car. I would like to return all three hoses for a full refund of $43.23, which includes the $15.99 paid for two-day express shipping to have the parts by 5/23/21.

I sent back a box of lower control arms through UPS and paid $31.63 for shipping. I later discovered that Rock Auto offers a shipping discount if I use their returns page to print the label. The return policy stated on the part's order was 30 days, but the return page mentions an extended return time, which I was unaware of. I could have kept the parts longer as I waited for my mechanic. I assumed the 30-day policy was my deadline. Can the shipping discount be applied to my refund once the part is received? Also, please clarify the actual timeframe for making a return if it's more than 30 days.

I have a preference for using Rockauto due to my disability, which requires more time for vehicle maintenance. I had purchased a water pump two years ago, but a broken bolt in the timing cover stalled my project. Despite receiving parts in March and storing them, I encountered hairline cracks on the timing cover. I am now looking for a replacement timing cover to ensure the vehicle passes inspection. I have spent over $[redacted] recently and additional costs previously for this project. Thank you for your time. - Paul F. Order [redacted]55.

I returned the Moog K7041 I ordered for my '71 Barracuda because it didn't match the one on my car. I then purchased the Delco #45C1025 based on the photos in your catalog, believing it would be a match. However, the Delco part I received is another cheap imitation like the Moog, not matching the original part as depicted online. I'm concerned about using these different parts for my car's steering system. The part arrived in a plain white box without a logo, and it's labeled as made in China. I doubt its authenticity as a Delco product. I may have been better off with one of the other alternative parts available for my car. It's disappointing to receive the incorrect item, depicted wrongly, and pay a premium for what seems to be a generic substitute.

I own a [redacted] Mustang GT that underwent significant upgrades, featuring a high-powered Nascar engine, a stage 4 clutch, Nascar transmission, and rear end. Despite the added weight, it's time to replace the lower ball joints in the front end. I've come across a few options ranging from $15 to $40, though one seems unavailable in the USA. There's a specific "Oversized" option priced at $39, and two others at $15 and $28 respectively. I'm seeking advice on which one would best suit my car and driving style. I drive fairly conservatively but enjoy occasional spirited drives, track days, and experiencing the enhanced performance and exhaust note of the car. Thanks, Mike

I recently purchased 2 catalytic converters and 2 O2 sensors, but unfortunately, the O2 sensors do not fit as they have different numbers and won't plug in properly. I need to return them to avoid a holding fee at the shop where I'm getting them installed. I plan to buy replacements elsewhere in Fayetteville, North Carolina. My name is Thomas Wise, and you can reach me at [redacted]. I will speak with James in customer service.

I have not received my package as it was delivered to an old address. I would like to provide my new address for redelivery. The FedEx driver said I need to locate my package and arrange for it to be placed on my vehicle. Please contact me at [redacted]. I would also like a refund as the wrong address was used, which is not my fault. Thank you.

I am in need of warranty support for a turn signal switch I bought from your company. The switch is a Standard Motor Products part with the number CBS1417 and the order number is [redacted]86. After activating the turn signal and it returns to center, the bright lights come on. It appears this issue has been ongoing, but only recently she mentioned it to me as the switch was new. I would like to inquire about the warranty options available for a replacement or repair. Thank you, Dave

I purchased a part from your website based on RockAuto's recommendation that it would fit my car. Your website mentioned that sometimes there are minor cosmetic changes but the part should still fit. Unfortunately, when I tried to install the rotor, it was not compatible with the dust guard, caliper, or sliding brackets. I also bought brake pads, assuming they would fit despite the minor differences mentioned on your site. Now, I cannot return the brake rotors, which contradicts the information on your website. This miscommunication has caused me inconvenience and wasted money. I plan to contact the Better Business Bureau and will no longer recommend RockAuto to my friends.