Complaints

This profile includes complaints for RockAuto, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RockAuto, LLC

  6418 Normandy Ln Madison, WI 53719-1149

  
• 

  RockAuto, LLC

  18525 Miles Rd Cleveland, OH 44128-3444

• 

  Rock Auto, LLC

  4874 Olson Dr Dallas, TX 75227-2103

• 

  RockAuto LLC

  1073 E Artesia Blvd Carson, CA 90746

• 

  RockAuto, LLC

  7462 New Ridge Rd Hanover, MD 21076

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sent a part that didn't fit car. I made multiple attempts to return it but they don't allow contact with people. Their return web page was not working, just kept going in circles so I couldn't get a label. Now the site says too much time passed so I can only get store credit. That is fraud I need a return label, a refund, and preferably human to fix this.

  

  Business Response

  Date: 05/08/2025

  We are sorry this customer is unable to use the parts that she ordered from us in March. RockAuto has a 30 day Return Policy, which we made known to this customer before her purchase to allow a reasonable amount of time for customers to return parts and report problems.
  
  Customers can report problems and arrange returns 24/7 through our Order Status & Returns page online. If customers need help beyond our website, our customer service team is available 7 days a week by email ********************************** and they normally respond within a few hours or less.
  
  This customer first reported an issue with her order outside of our 30 day Return Policy. As an exception, we accepted this customer's return for a full refund of the cost of the products in the form of a store credit.
  
  When the customer reported her fitment issue on our website we also asked her several questions to help understand the problem.  When customers place orders through our website they can look up products in our catalog under their specific vehicle to ensure they are buying the correct parts for their vehicle. Alternatively, customers can find parts using a part number search.
  
  This customer found her parts using a part number search so it's not clear how she confirmed these parts are correct for her vehicle.  On our website when she arranged her return we asked for her vehicle information and she confirmed that her specific vehicle is not listed in our catalog for the parts she purchased (i.e.,she purchased the wrong parts).  
  
  She can use the return instructions available on our Order Status & Returns page online to send back her parts for a store credit. In the future, if she arranges a return within our 30 day Return Policy she can send back parts for a refund to her original payment method. Also, if she orders parts through our parts catalog under her specific vehicle she can verify that the parts she selects are listed to fit her vehicle.

  Customer Answer

  Date: 05/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  They said they are issuing refund so right now it looks like the problem is solved.  Thank you. 

  
  

  
  Regards,
  
  ******** ********

  
  

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/21/25, I ordered over $1K in parts, paid $764.94 for delivery, from RockAuto. The order came to $1974.08, after tax. Both the hood and fender were delivered damaged, on 4/28/25. I was able to fix the fender, but the hood was not an easy fix, so I issued a return to have the part replaced on 5/5/25. The email that I had received upon delivery stated I had 30 days to issue a return.The return survey on RockAuto's website asked questions regarding whether the package was damaged during delivery. The only options were 'yes' or 'no'. I selected 'yes' but in truth I could not say whether the item was damaged during delivery. After I filled out the return survey, I immediately sent and email to RockAuto's customer service (using the email they provide at the bottom of the delivery receipt where it states 30 days to return) explaining I could not confirm if the hood was damaged during delivery.I was told that their return policy required me to refuse the item upon delivery, and that I had to report damaged goods within 4 days. However, the confirmation order I received, upon completion of my order, did not state either of those things. Additionally, the email that I received upon delivery, stated I had 30 days to return my item.RockAuto has refused to send me a replacement hood. Stating that the carrier, who i never made an agreement with, never payed money directly to, and never had a choice in, refuses to refund the cost of the damaged hood because I didn't refuse it upon delivery. At no point was this made apparent to me by the delivery driver, on any text during the checkout process on RockAuto's website, or in the delivery emails that were sent to me by RockAuto when the parts were delivered.I have attempted to, through emails attached, to obtain a replacement hood from RockAuto, at no additional cost to myself, but they refuse.

  

  Business Response

  Date: 05/07/2025

  Were sorry this customer received a freight shipment that was damaged.
  
  When this customer placed his order we advised him to 'unwrap and inspect all parts for damage upon delivery. If parts are damaged or missing, do not sign for the shipment. Please report any order problems using our Order Status and Returns page right away. We are unable to process any claims of carrier damage on Truck Freight shipments if they are reported more than 4 business days after delivery.'
  
  Upon deliver this customer signed for his freight package. By signing for it, the customer confirmed that he received everything in good condition without damage. As a result, we will need to file a concealed damage claim with the carrier. The carrier will determine whether a refund is due and how much that refund will be.  
  
  We will file a claim with the freight carrier on the customer's behalf, and refund him when the carrier has made a decision on the claim. Most claims are completed within 65 business days. We will email him as soon as a decision has been made. In the meantime, the customer can place a new order if he would like a replacement part.

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As I stated in my original email to RockAuto, after completing their binary return form, I do not agree with the notion that the package was damaged by the carrier and I sent that email immediately after the completion of the form. The external packaging did not show signs of damage, the internal padding (bubble wrap, foam, etc.) did not show signs of damage. Only the manufacturers cardboard sleeve showed damage. It was dented and torn in two places near where the hood was damaged. This damage included the transfer of blue paint from whatever made contact with the internal packaging.
  
  Second, I did not make an agreement with the carrier, I not did I directly pay any money to the carrier, and did not have a choice in the carrier. RockAuto made an agreement with the carrier, RockAuto took money from me to pay the carrier, and RockAuto gave me no other choice for a carrier. RockAuto is able to recoup their losses from the carrier, I do not have that ability because of the aforementioned circumstance, and the resolution of my grievance is therefore not dependent on said carrier.
  
  Lastly, I have 3 delivery emails from RockAuto, all of which state I have 30 days to return my item. RockAuto's online help site for returns states I am not responsible for the cost of return if an item is delivered damaged, and that I have 30 days for a refund. Lastly, the image I took of my Confirmation Order, which was presented to me on the RockAuto website at the time of checkout, does not state anything about refusal of delivery and 4 day limitations. The image that RockAuto provided claiming otherwise, is missing elements from the one I took. So, I don't know where they got the confirmation order they are referring to, but it was not the one that I was greeted with upon completion of my order.
  
  This is "gotcha" business practices and return policies. It's disgusting and I will not be satisfied until RockAuto either sends me a replacement part, at no additional cost, or refunds me the cost of the item and a portion of the delivery.
  
  Thank you,
  **** *******
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 05/08/2025

  Please, refer to our original response.
  
  It is our goal that our customers receive their parts in good condition. This is why when this customer placed his order we advised him to 'unwrap and inspect all parts for damage upon delivery. If parts are damaged or missing, do not sign for the shipment.
  
  Upon delivery of this customer's freight shipment the carrier provided the customer with a form to sign to confirm he unwrapped and inspected the products and there is no damage to the parts. If there is damage the customer can refuse the package and refuse to sign the form. This customer signed for his freight package and confirmed that he received everything in good condition without damage. As a result, we will need to file a concealed damage claim with the carrier. 

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As I have already stated, numerous times, I'm not claiming the package was damaged by the carrier. I'm claiming that RockAuto sent me a damaged item and are now refusing to refund it or replace it, which is contrary to their own return guidelines presented to me through their website and in multiple emails. I have attached those emails to this complaint, you will note that each of them says 30 days to issue a return at the bottom, and the online return guidlines from RockAuto's own website. I will also reiterate, I did not make an agreement with the carrier, RockAuto made an agreement with carrier. Regardless, per your return policy, my return/refund is not dependent on the carrier because I'm not claiming the carrier damaged the item.
  
  Again, RockAuto, honor your own return policy, make good with a long-time customer, and either send a replacement or refund me the cost of the item and a portion of the delivery fee. At this point, it will have cost you more than that in lost business, and I will not desist fighting this on principle.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:05/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two brake calipers (POWER STOP S2910A (New) Red Powder Coated; Includes Bracket) as part of a larger order on October 4, 2024. I purchased these on the basis that there was a "core return" (meaning I could send back my old calipers for a refund). The parts arrived late as colder temperatures had taken hold in *****, and snow subsequently commenced, so it was not possible to do the swap.I contacted RockAuto, and on the backdrop of another issue where the local ************ lost my previous shipment to RockAuto, was told by ******* of RockAuto that if I was unable to ship the caliper core turn back by RockAuto's imposed end date of April 17, to simply go online and "re-authorize" the extension ********* March, I attempted to do just that, however there is no mechanism on RockAuto's online interface for a customer to extend this date.I contacted ********************** immediately, and received disconnected responses from several agents, each knowing less about the matter and issuing generic templated responses about RockAuto's policies, until a response from ****** where he stated that the information about re-authorizations given by ******* was correct, but if I needed to extend the return date another six months, to just let him know.I sent back an e-mail stating that's exactly what I had been requesting in all of my e-mails to date, but then never received a response from ******. RockAuto has been ignoring me ever since.RockAuto blatantly ignores customer correspondence, and is extremely quick to close support tickets without resolving the issue (or even responding at all), so I must entail the help of the BBB prior to filing a complaint with the *************************. Thank you.

  

  Business Response

  Date: 05/05/2025

  We are sorry for this customer's problems with his order from last October and core returns.
  
  A core charge is like a deposit -- a customer pays it when they place an order and it's refunded if the customer sends back their old part.  Customers do not have to send their core back; it functions as a deposit providing incentive to return the core to us. We cannot remove this charge from the cost of the part though.  
  
  To receive a refund, cores must be returned within six months of the purchase date. This provides customers a reasonable amount of time to receive the new part and swap it out with their old part (i.e. the core) before they send their old part back to us. We explain this in our Return Policy which we made known to this customer before purchase.
  
  Our customer service team promptly replied to this customer to help him so he could arrange his core return through our Order Status & Returns page online. They also confirmed with him that our Core Return Policy allows cores to be sent back within 6 months.
  
  Although one of our customer service representatives did tell this customer to contact us if he was just outside of our Return Policy that employee also told this customer "not another 6 months from now as you requested".
  
  RockAuto has a 6 month Core Return Policy to allow a reasonable amount of time for customers to send back their cores. This customer's order was placed 7 months ago. We're sorry, but we're not able to accept a return of this customer's cores any longer.
   

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This response blatantly disregards the attached e-mail from ******* of RockAuto on October 29, 2024 where she specifically stated: "If your return authorization expires before you are able to ship the parts back, you may simply re-authorize your core return(s) using our Order Status and Returns page."

  It was based on this and the incoming weather conditions that I was not able to make the swap and core return. Now RockAuto is flat out lying and stating that this assurance was never made, and is instead referring to the e-mail dated March 17, 2025, where ****** of RockAuto also disregarded this assurance made by *******, and to "let us know" if I needed more time due to the weather issues delaying the swap.

  This is clear, documented fraudulence from RockAuto, and the matter remains unresolved.

  Regards,
  
  ***** *****

  

  Business Response

  Date: 05/06/2025

  Please, refer to our original response.
  

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did refer to RockAuto's original response, which again completely ignored the assurance made to me by RockAuto in October that I could re-authorize an extension on the core return on the website, and RockAuto continues to avoid acknowledging. Thus, this agreement was reneged upon. Documented fraudulence from *** ******, that I'll refer to the Attorney General's office.

  It should also be noted for the record that RockAuto has a history of fraudulence: *******************************************************************************************
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:05/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against RockAuto LLC regarding order #********* placed on Wednesday, April 30, 2025, at 12:33 PM Central Time.Despite paying for Next Business Day Express shipping, I have received nothing at all as of today. The package has not been delivered, and my attempts to get clear answers from RockAuto have gone nowhere. Their system seems completely automated, and despite doing everything correctly through their site and customer service email *********************************** I have been met with generic replies and no real solution.I understand that mistakes happen and delays can occur, but what makes this frustrating is the lack of meaningful communication or follow-up from RockAuto. As a customer, I have been left in the dark while paying extra for express service that never happened.All I am asking for at this point is a refund of the expedited shipping charges, since the service I paid for was clearly not provided. The parts can arrive whenever at this point, but I should not be charged extra for express delivery when I received nothing in that timeframe.I am requesting BBBs assistance in obtaining the following:1.Refund of the expedited shipping ***************** from a senior representative to finalize this matter properly and confirm resolution.?Desired Outcome:Refund of the expedited shipping *************** and confirmation from RockAuto that this issue has been properly resolved.

  

  Business Response

  Date: 05/05/2025

  Business states this issue has been resolved. 

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***** *******

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The did not respond at all. Either times. All they did was close the case on their end. Not only did they not send my parts overnight like I pad for they have sent me the wrong parts 6 different times now. They are requiring me to pay the return shipping!
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 05/06/2025

  We are sorry for this customer did not receive his order after we shipped it.  We processed and shipped his order on time to ensure that the carrier could deliver his package by the date that they quoted us and our customer. The shipment never showed any tracking updates from the carrier's website after we shipped it.
  
  When we ship a package it is staged on a trailer for the carrier to pick up and it is not scanned into the carrier's tracking system until the carrier delivers the package to their sorting facility and processes the package there. If the package is lost before the carrier scans the package at their sort facility then the package will not show any tracking updates by the carrier.  
  
  So when the customer reported on our website that he had not received his package when expected, we offered him a replacement (using the same ship method) or a full refund. But we are unable to offer the customer a refund and a replacement. Our customer service team was also timely in responding to the customer's emails to explain our policies and shipping.  
  
  The customer chose a replacement which we shipped using the same ship method. Tracking confirms his package was delivered the next business day after it shipped.

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I paid for my parts in full and spent an additional $25 for next-day shipping, expecting what was clearly promised: fast delivery of the correct parts. What happened instead was a complete disaster and a failure by RockAuto to honor our transaction or even basic business ethics.
  
  First, the package did not arrive next day.
  It did not arrive the day after that.
  It arrived 7 days late.
  
  Then, to make matters even more absurd, the mail carrier attempted to charge me an additional $15 just to release the package. After paying for next-day service and waiting a week, I was expected to pay even more just to receive it. I refused the delivery on the spot. I will not pay extra for RockAutos failure.
  
  Around the third day of waiting, when it was clear next-day delivery had already failed, I submitted an online request through RockAutos website asking for reimbursement of my overnight shipping charge. RockAuto does not provide phone support, so online was the only option.
  
  Rather than issue the refund I reasonably requested, RockAuto took it upon themselves without my authorization to send out a replacement. That was not what I agreed to. Even worse, the replacement was NOT overnighted either, despite claims it would be. This only made matters worse.
  
  But the problems didnt end there.
  
  The parts I eventually received were wrong every time.
  Not only was the original order wrong, but the replacement was also wrong. Additionally, this order included parts that were the wrong size and did not fit as advertised
  
  When I attempted to initiate a return for these incorrect parts, RockAuto informed me that I would have to pay the return shipping out of my own pocket, despite all errors being theirs. This is unacceptable, unethical, and outright abusive to the customer.
  
  This entire situation amounts to the following:
  
  Failure to provide paid-for services (next-day shipping was never fulfilled)
  Breach of contract (sending unauthorized replacements and ignoring my refund request)
  Deceptive and unfair business practices (misrepresenting shipping timelines and replacement shipping methods)
  Unjust enrichment (attempting to make me pay more and forcing returns at my cost for their errors)
  Bad faith customer service and failure to resolve errors appropriately
  
  Given the extensive failures, misleading actions, and complete disregard for fairness, I am demanding the following:
  
  Full refund of the $25 overnight shipping charge I paid.
  Cancellation of the $15 charge attempted upon delivery, which I rightfully refused.
  Full reimbursement for ALL incorrect parts. These were RockAutos mistakes, and I should not pay a ***** to correct them.
  
  RockAutos actions and behavior in this matter are egregious. If they fail to resolve this immediately and fairly, I will escalate this well beyond the BBB and FTC. I will file complaints with the State Attorney General, federal agencies, and every appropriate legal and consumer protection authority necessary.
  
  This is no longer about a simple error it is about accountability and RockAutos obligation to correct the financial harm and serious frustration they have caused.
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 05/07/2025

  Please, refer to our original response.
  
  Within 2 days of his original order shipping this customer reported he did not receive his package -which was late by the carrier at this time.  ******* times and "Receive by" dates are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto (which we explained to this customer before he made his purchase). We immediately offered him the option of a full refund (including shipping) or to reship the product using the same ship method.  
  
  The customer chose for us to reship his parts using the same ship method- which we did. We processed and shipped his replacement parts the same day and tracking confirms that the parts were delivered the next business day. 

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Your tracking information is incorrect. I have timestamped footage from my home security system proving exactly when the delivery occurred. Please provide verifiable proof to support your claim, because at this point, my evidence directly contradicts yours.
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 05/07/2025

  Please, refer to our original response.
  

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please refer to my original complaint.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in March of this year, I returned an alternator back to Rockauto because it was not the right part. Somehow, at least according to Rockauto, the alternator was sent to the wrong warehouse. (but a Rockauto warehouse all the same) I received an email on March 24th, 2025 that said the part was sent to the wrong place, but that they would send it out to the proper warehouse and then would refund my money. It is now May 2nd. Rockauto has ignored several emails, and they do not have a phone number to call. Today, they finally responded to one of a dozen emails sent. ******* told me that now they need to try to find the part, and only if they can find it will they refund me the money. This is ridiculous. They are in possession of the alternator. They took months to get back to me. And now theyre telling me they might not be able to find it. I just want my money refunded, and I do not want to pay for shipping AGAIN for it to be sent to the proper warehouse. I should have received this refund almost 2 months ago now. And its getting extremely frustrating.

  

  Business Response

  Date: 05/06/2025

  In March, this customer arranged a return of 2 products that he reported he did not need.  The customer's order was within our 30 day Return Policy so we authorized his return of both products to send back for a full refund of the cost of the parts.
  
  The customer's parts shipped to him from 2 different warehouse locations.  Similarly, the customer's parts had to be returned to the 2 different warehouse locations as explained in the return instructions we provided the customer.  We also offered the customer the option of using our discounted return labels to send back his parts instead of the customer obtaining his own return labels directly from the carrier.  The customer agreed to use our return labels.  
  
  He put the wrong label on one of the packages and as a result the wrong warehouse received his part.  We had to forward this package to the correct warehouse before we could process his return and issue a refund. We have since issued the customer a refund for the return of this part.  
  
  But neither of our warehouses have confirmed receipt of the other part the customer returned to **. Unfortunately, we are unable to issue a refund for this other part unless we have valid tracking showing it was delivered to our return warehouse or our return warehouse confirms receipt of the product.

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Im confused about this response. In one sentence, you say that the part has been forwarded to the proper address and a refund has been issued, but in the very next paragraph, you say that unfortunately you cannot issue a refund because the tracking info says it has not arrived at the proper warehouse yet. So which one is it?

  The thing that is most frustrating is that the part WAS delivered to one of your warehouses. Albeit the wrong one, but still, you guys HAVE POSSESSION OF THE PART.  And Ive been trying, unsuccessfully, to get a response from you guys since this happened..I do not understand why it has taken over a month, and then a report filed to the BBB, to even ****** a response from literally anyone at Rockauto, let alone to have my problem rectified. I will not accept a response until my refund is issued.
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 05/07/2025

  Please, refer to our original response.

  Neither of our warehouses have confirmed receipt of the other part the customer returned to **. Unfortunately, we are unable to issue a refund for this other part unless we have valid tracking showing it was delivered to our return warehouse or our return warehouse confirms receipt of the product.

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Here is the tracking number showing the alternator was successfully delivered to your warehouse in *********, *** 
  

  9402237903201949710431
  
  I understand this was not the right warehouse, but the fact that you guys cannot locate or have just lost the part entirely is not my fault, and I still will not be accepting any response until my refund is processed.
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 05/08/2025

  Please, refer to our original response.  
  
  The customer was supposed to return an alternator to our warehouse in *********, **. The customer obtained a discounted return label from us with tracking number ********************** to send back the alternator to our warehouse in *********, ***  Our warehouse in ** received a belt (instead of the alternator) under tracking number **********************. This warehouse does not stock the part this customer sent back so we forwarded the part to the correct warehouse and then issued this customer a refund for the belt he returned.
  
  But neither of our warehouses have confirmed receipt of the other part (i.e. the alternator) the customer claims he returned to **. Unfortunately, we are unable to issue a refund for this other part unless we have valid tracking showing it was delivered to our return warehouse or our return warehouse confirms receipt of the product.

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  You guys lost the alternator. Therefore you owe me a refund. My next step is to contact my attorney generals office.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 5th 2024 purchased "sachs clutch kit" for 2002 silverado 2500hd. Total cost $1148.47. Paid a mechanic shop to install this item which goes inside of the transmission of the vehicle. Upon completion the item is defective does not allow the vehicle to drive extreme clutch slippage. Contacted manufacturer and was told rock auto is not a vendor. Contacted rock auto and was told fill out a return form. The labor cost to have this now removed from my vehicle will exceed the cost of the item.

  

  Business Response

  Date: 04/30/2025

  We are sorry for the warranty problem with this customer's order.
  
  Like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product.
  
  We authorized a warranty return of the clutch kit this customer purchased for a full refund of the cost of the kit (and original shipping!). Warranties do not include reimbursement of labor costs, shipping costs or other expenses.
  
  We prefer to resolve customer concerns directly with our customers but this customer disputed the charges of his entire order with his card provider (rather than return his kit for a refund).  When customers dispute charges with their bank or card provider they are choosing to work with their bank and not the merchant (i.e. RockAuto) to resolve their concern.  
  

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Manufacturer of clutch kit does not recognize rock auto llc as a registered vendor therefore would not authorize a warranty claim.

  Rock auto llc provided no assistance furthermore does not have a phone number available to the public.

  I am demanding further compensation for the costs incurred by them selling damaged goods. 
  

  Due to their negligence in providing quality merchandise I have suffered repair bills above and beyond the cost of the item. Furthermore to initialize the warranty I was never offered- the transmission of the vehicle must be dismantled.

  This is not a feasible solution and would cause me to incur even further losses in an additional repair bill and lost wages.

  This party is seeking legal consultation in regards to proceeding. We believe rock auto llc is acting in bad faith taking advantage of the consumer.

  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings, on March 20th, I ordered parts from Rockauto to address an issue with my car. RockAuto has you select the make, model and year, and then presents you with options for your vehicle. Upon parts arriving and trying to place them on my vehicle, The rotors and brake pad kit combo, but more importantly the rotors, did not fit my vehicle. I've double checked and the right part was ordered, for the right car (I'm an industrial Engineer with 15 years of car repair experience). Bringing the parts to my local AutoZone, I was then confirmed that the wrong sized rotors were sent to me based off of what was selected, and I pruhcased the correct ones from another business. RockAuto was contacted for a return, which was accepted, however their policy is that you must pay for return shipping. Now I understand this, if I ordered the wrong part, broke a part, etc etc, however the company advertised a part to be a certain item, made me pay shipping and tax for said item, and then when I can't use the item that arrives, I have to pay more shipping to get a fraction of my money back? This item was sold to me under what feels like false pretense and the company refuses to correct their mistake. I'm asking for a sum of around $40 dollars be returned to me. $25 for the original shipping cost which was largely the rotors due to their weight, around 7$ for the tax on the order, as I only kept and used line item 1 and 2 (3 and 4 were the kit items being returned), and $9.11 that I had to pay for the return shipping label. Ive been a RockAuto customer for 15 years, and this is the 3rd time this has happened to me on this vehicle. It is not rare nor unique. It's a ******. I've been sent wrong rotors in the past, as well as a wrong sided caliper. I'm now fed up with the company and will no longer be using them. Thank you for your assistance. Currently your website is not allowing me to upload photos. Please reach out for receipts, and correspondences with company. *****

  

  Business Response

  Date: 04/24/2025

  We are sorry this customer was unable to use the front rotors that he purchased.
  
  All parts listed fit the year/make/model/engine combination that a customer chooses from our online catalog. But if there are limiting factors (like "RWD vs. 4WD", "2-door vs. 4-door", or "w/ A.C. vs. w/o A/C"), they will be listed in the description.
  
  When the customer arranged his return on our Order Status & Returns page online he confirmed that the rotors he received from us have the correct part number on the manufacturer's packaging and the parts (i.e., he correctly received what he ordered). The front rotors this customer purchased are listed to fit his vehicle but only if the original rotors have a diameter of 293 mm (as noted in the description of the product).  
  
  Based on the information the customer confirmed he chose the wrong size rotors for his specific vehicle.  We authorized a return of the rotors for a full refund of the part cost. As our Return Policy explains though "Shipping charges are not refundable unless the return is due to our mistake."

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a head but in the description says heads not just one head so I returned the head that I never took out of the box. I get an email Saturday saying they were installed and damaged I email numerous times letting them know that I never took the head out of the box so they in return sent me a damaged head that had been on some elses vehicle and said it was redone when in fact is wasnt and they are now refusing to give me my money back because I didnt let them know before I returned it. I never took it out of the box and you lied saying it was a good head when if fact it wasnt. This company is a joke and is scamming people out of money. It took over 6 emails to even get a response and days before they would answere. They are stealing my money which is absurd for a damaged product then sent me in the first place. How can you steal money from people!!

  

  Business Response

  Date: 04/24/2025

  Parts are priced individually, unless stated otherwise in the listing.  The cylinder head this customer purchased is not listed as sold in pairs and the quantity listed for the cylinder head is '1' (as shown on his order confirmation).  We shipped this customer the cylinder head that she ordered.
  
  She later arranged a return of the part through our Order Status & Returns page online.  When she set up her return online she never reported any damage to the cylinder head even though our Return Instructions explain "Returns will not be accepted if the part, or the manufacturer's box, is missing or damaged" which we also state in our Return Policy.  
  
  We received this customer's return in used condition.  We are sorry but we cannot process this customer's return of a used part that does not follow our Return Policy. 

• Initial Complaint

  Date:04/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  o ordered a set of struts for my wifes car,,,was delivered one half of order other was lost,,,,,had to wait for their time period,,,and was told i could reporder with store credit,,,now after emails trying to reorder im told i have no store credit and still have no parts,,,,i have have done all the complaint options avaialble to me and this is my last option to recupe my expense on parts i finally had to order elswhere cause this company seems to have no business scupples other than to make money both legally and illegally in my opion

  

  Business Response

  Date: 04/24/2025

  We are sorry this customer did not receive all the parts in his order. We processed and shipped his order on time to ensure the customer would receive his parts by the date the carrier quoted us and him.  Tracking confirms the carrier received this customer's shipment on time.  Unfortunately, the carrier lost this customer's shipment.  It's rare when a carrier loses a package but when problems like this arise we are committed to resolving them with our customer.  
  
  We started an investigation with the carrier to find the customer's package. In most cases, the package is found and then delivered. Unfortunately, the carrier was unable to find this customer's shipment so we offered our customer the option of a replacement of the parts or a full refund.  
  
  The customer chose a refund in the form of a store credit which we have already issued to him.  His store credit is valid for 5 years.  However, if he prefers a refund back to his original payment method (i.e., his credit card) he can make this change on our Order Status & Returns page online by viewing the details of his refund and selecting "I Would Like a Refund Instead".  If he needs help beyond our website, our customer service team is available by email ********************************** 7 days a week.

• Initial Complaint

  Date:04/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/17/2025 I placed an order with Rock Auto for two auto parts that total $64.95, paid for by **** Debit card which was approved. On the same even that I placed the order, Rock Auto sent mw an email stating that my order was n hold because their records indicated that I filed a dispute on payment from a pervious order # ********** which was placed and received in 2018. I have no knowledge of a ********** it possible, when you must have approved payment before an order is shipped? Also it is very strange that my emails to Rock Auto **************** could not be delivered, no record of shipment, and no communications with me. I am asking for a refund of $64.95.

  

  Business Response

  Date: 04/24/2025

  This customer made his last order several years ago. After he placed this order and the products had already shipped he requested to cancel the order.  We do our best to honor requests to change or cancel an order but cannot guarantee changes to an order after it's been placed.  We were unable to cancel this customer's previous order because the order had already shipped.  
  
  We prefer to resolve customer concerns directly with our customers but this customer then disputed the charges with his bank for his entire order. We can not accept new orders until this customer has repaid us for his previous order.
  
  We have cancelled this customer's most recent order attempt and we did not process his payment. Any "charge" he sees on his account is a temporary hold by his bank, not RockAuto, and his bank is responsible for releasing those funds back to his account. This happens automatically and can take anywhere from several hours to several business days depending on his bank.