Complaints

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:06/19/2025

  Type:Customer Service 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.

  I never received the starter I ordered. They will not give me a refund

  

  Business Response

  Date: 06/20/2025

  Were sorry this customer has not received his package yet. We processed and shipped his order on time, within a business day, to ensure the carrier could deliver his package by the date that they quoted us and him.  
  
  Tracking confirms that the carrier has the customer's package. Carrier's rarely provide an explanation for late delivery beyond bad weather or staffing shortages.
  
  Yesterday the customer reported through our Order Status & Returns page online that he hasn't received his package yet.
  
  We responded to the customer and explained to him that we started a trace with the carrier to locate the missing package. We must wait for the carrier to complete their investigation before we can take further action.
  
  More often than not, the package will be found and delivered. ******* times and "Receive by" dates are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto.
  
  We explained to the customer that in the event he does not have his package by June 26, he can return to our Order Status & Returns page on this date to select whether you would like reshipment or a refund.

  Customer Answer

  Date: 06/22/2025

  [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. 
  
  Regards,
  
  *********** ********
  

• Initial Complaint

  Date:06/16/2025

  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 needed a new exhaust system for my truck. I looked on RockAuto and found the one that would fit. I ordered it on 6/8/25 and got a delivery date of 6/11/25. On 6/12 looked at the tracking and found delivery was delayed and estimated to be 6/16/2025 coming in three packages. This was not acceptable to me as I needed to install the system over the weekend coming up. I still had time to find another system locally so I got onto the website and started trying to find how to cancel the order. There was no phone number on the site for customer service. Following the directions on the site to cancel led me nowhere. I did find an email for customer service looking online offsite. I used that and got a reply. I asked to cancel and refund. I was told "Until then, we must be patient and allow the carrier time to deliver your package". I find that very very offensive. They are basically refusing to either cancel my order or refund the money or both. We exchaned emails but the issue was never resolved and they have delayed or ignored me until it is now 6/16 and my truck is illegal due to them not doing as promised or allowing me to cancel or refund my money or both. Of the three packages, now two are due today between 11;15 and 3:15 and one is "delayed arriving late".

  

  Business Response

  Date: 06/16/2025

  Were sorry this customer did not receive his package on the date the carrier expected. We processed and shipped his order on time within a business day to ensure that the carrier could deliver his package by the date that they quoted us and him. We try to honor cancellation requests when possible but we are unable to cancel an order once it's shipped.
  
  The customer chose a consolidated, economy shipping method that can take up to a week for delivery. Two of his packages have been delivered already and the other package should be delivered soon according to tracking.
  
  We recognize it is frustrating to have a package delayed in transit, but please understand that we do not have control over carrier delivery networks. ******* times and "Receive by" dates are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto.

  Customer Answer

  Date: 06/17/2025

  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 be

  Rock Auto has not made any offers and I am not requesting any at this point. The facts are there is no way to cancel an order online and no customer service phone number posted. A request to cancel takes one to a page with a little symbol that when clicked leads to a rabbit hole with no choice to cancel. The company acknowledges that they got the request to cancel but chose to ingnore it. When the request was made **** could have brought the two packages back. My request for refund is still completely ignored. They will not say that the tactic is delay until delivery is made, but it seems like it is and then if the customer asks for a return they will be charged a large shipping fee and possibly a restocking fee. It is true that my order was divided into three packages. Two of them have arrived but the tracking on the last one has said it is in the regional **** hub in *********** and it has been saying that since Saturday, June 14, 2025. I only live about 50 miles from ******** so I find it very hard to believe that the order is even there. The rather cavalier stance that the carrier is at fault and we should all just sit back and wait for eternity to pass while they take their sweet time is riducluous. An upstanding company who is having continued trouble with slow or no deliveries by a specific carrier would most likely find a different carrier so their reputation would not be tarnished. The internet is full of recent 2 or less star reviews of RockAuto, LLC with dates that are less than six months old. In summary, this company is practicing a policy to provide a promised delivery date on the web order site. Based on that date and the need to repair my vehicle in a timely fashion I placed the order on 6/8. My target to install was 6/14. I was promised 6/11 and even giving them 2 days more would have allowed me to repair my vehicle. My vehicle is not repaired as the last box had items I must have to install the entire kit. I feel like this company knows that they can not fulfill the promises they make and the website is designed so that a person can not find a way to cancel prior to shipment. The tracking was saying delay on 6/10 and no delivery estimate appeared before 6/12. If someone has a time constraint and they are placing orders based on delivery time promises made, they are dependent on the company to be true to its word. If they can not fulfill, they should be upfront about not being able to guarantee a delivery date to allow a customer to stop the order and allow the customer to order from another company so the repair can be made in time. My opinion is that RockAuto is practicing bait and switch, and not allowing for cancellations or refunds. The do not publish a customer service contact on the web order page and no link to request refunds. These practices are in my opionion fradulent. The response the company made is nearly identicle to one I saw on the BBB site before I complained. I will never do business with this company again and I am telling all my friends who I know order from them about this incident. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:06/14/2025

  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.

  Date of transaction 6-6-25 $59.62 spent The business committed to having my package sent the quickest possible way and should have received it on 6-8-25 when I ordered. The email confirmation says I should have it 6-9-25. Either way I still haven't received it.The nature of the dispute is to refund my shipping charge of $13.99 since my product doesn't arrive until hopefully today as I still haven't received it as of 6-14-25.

  

  Business Response

  Date: 06/16/2025

  Were sorry this customer did not receive his package on the date the carrier expected. The customer chose a standard, economy ship method by ***** that can take up to a week for delivery. We processed and shipped this customer's order on time within a business day to ensure that the carrier could deliver his package by the date that they quoted us and him. Tracking confirms that the customer's package was delivered within a week from when it shipped. We recognize it is frustrating to have a package delayed in transit, but please understand that we do not have control over carrier delivery networks. ******* times and "Receive by" dates are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto.

  Customer Answer

  Date: 06/16/2025

  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 address that ***** delivered the package to was incorrect so I have not received the package. I am now requesting a 100% refund for product and shipping.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 06/16/2025

  Please, refer to our original response.
  
  Tracking from the carrier confirms that the package was delivered to the shipping address that the customer provided us when he placed his order online.  
  
  We also started a trace with the carrier to investigate the status of the shipment. The carrier confirmed again after their investigation that the package was correctly delivered to the ship address the customer provided us. ********************** nor the carrier are responsible for a package after it's been delivered. If the customer suspects that it's been stolen, he should contact his local police and insurance.

  Customer Answer

  Date: 06/16/2025

  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 picture I provided with the delivery, that is not my house. ***** delivered it to the incorrect address. Again, I will be asking for a refund for the full amount plus shipping. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 06/17/2025

  Please, refer to our original response.
  
  Reviewing this customer's order, he entered a slightly different address (i.e.,different street name with same street number) in this order than the order he placed a few months prior. RockAuto shipped to the address provided by the customer. We are unable to refund or replace a package if the customer provided us with an incorrect or incomplete delivery address.

  Customer Answer

  Date: 06/17/2025

  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 address provided to RockAuto is my address. The address that should have been delivered to. I can show you what my door looks like in the picture provided from ***** delivering from chewy with the exact same address that RockAuto has. These excuses are pretty pathetic and I would really appreciate a refund for the whole purchase plus shipping.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 06/18/2025

  Please, refer to our original response.
  

  Customer Answer

  Date: 06/18/2025

  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 appears.

  The address RockAuto has is the same address that is on my driver's license. I will be doing a charge back with my credit card at this point because my bank can prove both that my address can be either Street or avenue. I have a very unique address.  However, there is no other ************************************************************************************* that is not mine. I have sent you a picture of proof of my house. I don't know what else to tell you except that you were wrong and ***** did not deliver the package to my house. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/12/2025

  Type:Sales and Advertising 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.

  Placed an order with Rockauto for transmission fluid, filter, and gasket. I received all and started the work on my truck. After apart and going to install the new filter I was disappointed to find it was the wrong filter. (FT-188). I had the correct vehicle info on my order but the part is wrong in their system. The correct part should be a FT-200 after I researched. I tried resolving online but got rejected because the part was shipped correct (according to their system) and was opened. They have no customer service number, email, or chat that I can find to explain so I am going this route. I am seeking to rectify the problem by getting the correct filter FT-200, 5 quarts of AFT fluid and another gasket since I had to use these to temporarily put back together due to the wrong part being in the system for my truck.

  

  Business Response

  Date: 06/16/2025

  We are sorry this customer is unable to use the parts he recently purchased. We have a 30 day Return Policy to allow a reasonable amount of time to report order problems and arrange returns.  
  
  We did not reject this customer's return because "the part was shipped correct (according to their system) and was opened". If this customer only opened the package but the part was still in new condition we would accept his return.  
  
  We denied this customer's return because he confirmed on our website that he discovered the part is not what he needs for his vehicle during installation and the part is in used condition. Our Return Policy, which we made known to the customer before purchase, explains that "If a part doesn't fit, don't try to "make it fit" and "and we will not accept returns of parts that have been installed or modified.".

  Customer Answer

  Date: 06/18/2025

  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.

  Response was unclear to me. The return was not accepted as I understood anyway because when I was asked if the item was opened it automatically put it in as used and not returnable. Regardless, I am looking to exchange for the correct filter as well as get 5 quarts of the transmission fluid and gasket to redo the job due to the part being listed wrong on the website. I feel this is a fair resolution. If this is acceptable how do I proceed to make this happen? If not acceptable, what do they think is a fair resolution?
  
  Regards,
  
  ******** **********

  

  Business Response

  Date: 06/19/2025

  Please, refer to our original response.
  
  The customer confirmed that he discovered the problem with the filter during installation.  We asked the customer if the part is in new condition and he answered that "the part is in used condition".
  
  Our Return Policy, which we made known to the customer before purchase, explains that "If a part doesn't fit, don't try to "make it fit" and "and we will not accept returns of parts that have been installed or modified.".

  Customer Answer

  Date: 06/19/2025

  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 not answer that the part was in used condition, I stated it was opened and Rockauto system said it was used because of that  I did not try to make it fit, install or modify it. I opened because it was the part number listed on Rockauto site as being the correct part for my truck   Upon opening it I noticed it looked different and did some searching online to find out that Rockauto had the wrong part listed as being for my truck. I do not see how I did anything wrong in this situation and am simply requesting to make correct. Being how by Rockauto system I had the correct part in front of me I proceeded with starting the install at which time caused me to lose 5+ quarts of fluid of which I ended up using new along with the new gasket to put on until I can redo and install the correct part. I am only asking for what I am out because of the wrong part being listed on the Rockauto site. I do not see how I violated the return policy sited in any way.

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

• Initial Complaint

  Date:06/11/2025

  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 JUNE 8/2025 ROCKAUTO ISSUED ME A DISCOUNTED ************ LABEL WAYBIL TRACKING NUMBER ********** TO ATTACH TO A RETURN AUTOMOTIVE PART TO ***************** IN ******* AND I DROPED OFF MY RETURN DEFECTIVE AUTO PART TO A DHL AGENT AND SHE ACCEPTED MY PARCEL AND SCANED IT AS RECEIVED TO SEND TO ROCKAUTO BUT IN THE MEANTINE THAT SAME DAY THIS SHIPPING COMPANY *** WENT ON A CANADA WIDE COMPANY STRIKE AND NOW MY SHIPMENT CANNOT BE SHIPPED TO THE US SO I CONTACTED ********************************* AND EXPLAINED TO THEM ABOUT THE COMPANY STRIKE WITHDHL IN ****** AND COULD YOU PLEASE RESEND ME BY EMAIL A *** SHIPPING RETURN DISCOUNTED LABEL SO I CAN RESEND THIS DEFECTIVE AUTO PART TO ******** *** THE PARTS RETURN DEPOT AND TO THIS DAY AFTER NUMEROUS EMAILS TO ROCKAUTO SERVICE THEIR CUSTOMER SERVICE AGENT DID NOT AND HAVE NOT RESPONED BACK TO ME AS A CUSTOMER TP RESTIFY MY SHIPPING ISSUE BECAUSE OF THIS DHL STRIKE AND THIS IS THE REASON I HAVE CONTACTED YOU FOLKS AT BBB THIS ROCKAUTO SERVICE FOR CUSTOMERS IS VERY UNFIT AS A CUSTOMER SERVICE YOU CANNOT CALL A ONLINE CUSTOMER SERVICE AGENT TO SPEAK TO A HUMAN BEING TO EXPLAIN WHAT ISSUES YOU HAVE ON YOUR SHIPPING IT,S ALL DONE BY THIS ROCKAUTO SERVICE EMAIL THAT ROCKAUTO DO NOT RESPOND BACK TO THEIR CUSTOMERS PERIOD ALL I WANT IS MY REFUND FOR $149.28 FOR THE DEFECTIVE AUTOMOTIVE PART THEY SOLD ME ONLINE.THANK YOU BBB FOR YOUR HELP

  

  Business Response

  Date: 06/11/2025

  We are sorry for the warranty issue 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.
  
  Warranties do not include reimbursement of labor costs, shipping costs or other expenses. Because we value our customers, ********************** will include in the customer's refund the cost of one-way economy shipping. This customer is responsible for returning the warrantied part to us. 
  Usually, the least expensive way to return a part is to generate a label from our site (carriers give us discounted rates). Return shipping costs and label options depend on factors such as the specific parts, customer location, and the return location. Shipping labels may not be available from our site for all situations. We only have the option to provide a return label for this customer through ****
  
  The customer indicated he already gave his package to ***. We understand it is frustrating to have a package delayed in transit, but please understand we do not have control over carrier delivery networks.  
  
  If the customer can recover his package from the *** location where he returned it he can go to the carrier of his choice to ship back his warrantied part.

• Initial Complaint

  Date:06/10/2025

  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.

  Ordered catalytic converter on 6/7/2025...order *********. Order arrived today, 6/10/25 and I immediately ried to install the converter. It did not fit for 2 reasons: 1) the spring bolts are too big and 2) the converter is too short. It is an error on their website that they say it fits my vehicle. I tried to return it asking for a replacement that fits but at the end of the Q&A process, they said it did fit and they would not replace it with another part. I had no opportunity to tell them why it did not fit and that their website was in error. If I just return the part and order another, as they demand, I will pay shipping three times because of their error: once to receive the incorrect part, once to return it to them and a third time to receive another part that has a better description including the length of the converter. There is no way to talk to the company or explain to them the problem and that part will never fit my car. I am asking for my money back completely, including shipping both ways so I can purchase the correct part. There isn't any other means to even explain to someone the issue.

  

  Business Response

  Date: 06/11/2025

  We are sorry the catalytic converter this customer purchased does not fit his vehicle.  The catalytic converter he purchased is listed to fit a 1998 ***** CR-V 2.0L L4 but the product description has limiting fitment notes and it will only fit this vehicle if the fitment notes match the customer's vehicle.
  
  Returns are arranged directly through our website where customers can report problems and arrange returns 24/7 through our Order Status & Returns page online.  Beyond our website, our customer service team is available 7 days a week by email ********************************** and they normally respond within a few hours.
  
  When the customer reported his fitment concern through our Order Status & Returns page online he confirmed that the part number on the product and manufacturer's package match what he ordered (i.e., he correctly received what he ordered from our online catalog). We also asked him if the description of the product he purchased matches what he needs for his vehicle and the customer answered 'Not Sure'. Based on the information the customer provided us, he correctly received what he ordered from us but the customer is not sure the part he ordered is what he needs for his vehicle.  
  
  The customer can send back this part for a full refund of the cost of the part.  As our Return Policy explains though "Shipping charges are not refundable unless the return is due to our mistake."

  Customer Answer

  Date: 06/11/2025

  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 do not accept that they will not pay for postage for the return or for shipping the correct product. The faulty product is listed on their website as one that fits my vehicle as a "direct fit". I does not.  The bolts provided are too large and the converter is too short. The product description is VERY limited so I could not determine the size of the bolts or the length of the converter before I ordered it. I relied on their representation that the product would fit. Again, it did not so they are at fault.

  My vehicle is not unique and that part will not fit any other vehicle like mine.

  This is the first I have heard of an email for customer support. I was only directed to the automatic return system which denied that the part did not fit. Their website and return system is incorrect.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:06/10/2025

  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.

  Package was promised to deliver for Wednesday June 4th but arrived June 5th. I paid an extra $4.50 to have it delivered on Wednesday June 4th. Original purchase date was June 2nd

  

  Business Response

  Date: 06/10/2025

  Were sorry this customer did not receive his package on the date the carrier expected. We processed and shipped this customer's order on time within a business day to ensure that the carrier could deliver his package by the date that they quoted us and him. The customer's order was shipped with a standard ship method, chosen by the customer, from the ** to ****** and delivered within 2 days from when it shipped. ******* times and "Receive by" dates are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto (which we explained to the customer before purchase). We recognize it is frustrating to have a package delayed in transit, but please understand that we do not have control over carrier delivery networks or delays by the carrier.

  Customer Answer

  Date: 06/10/2025

  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.why is it that after my purchase you offer quicker shipping time for more money yet you did not meet the quicker shipping time even though I paid more money, you should refund me the difference in the shipping costs]
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:06/09/2025

  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 ordered oil filters from RockAuto LLC that were advertised as having silicone gaskets and silicone anti drainback valves, and the ones that they sent me have nitrile anti drainback valves and nitrile gaskets. It wouldn't have been a big deal at all, except the way that they handled it was very poor. I contacted their customer service through email and told them the issue, and they replied telling me to go online and request a refund. Still not an issue. I went online and requested a refund, and was told that I needed to pay for shipping and they would refund me the cost of the filters, but shipping was my responsibility, when they sent me the wrong filters. So I contacted their customer service once again, multiple times, and they kept stalling and trying to get me to just keep the parts that they sent me, even though the parts that they sent are not the parts that I ordered. I finally just told them that I was going to file a complaint with the BBB, and never heard back from them. Here are the links to the two filters that I ordered, as you can see, on the last two lines of each, just above the chart, both say that they are silicone gasket and silicone ADBV, but they sent filters with nitrile gasket and gasket ADBV. **************************************************************** **************************************************************** It's not even very much money, it is more the fact that they are shady, they lied, got caught lying, and refuse to just accept the return. They are advertising/selling a premium product (silicone ADBV), but delivering a cheap subpar product (nitrile ADBV), even the $4 Cheapo filters at ******* have a silicone ADBV.

  

  Business Response

  Date: 06/10/2025

  We are sorry for the problem with this customer's order.  He should have received the correct parts as listed in our catalog.  We will refund the customer without having him send the incorrect parts back to us. We will refund his original payment method within 3 business days email him when the refund is issued.

• Initial Complaint

  Date:06/06/2025

  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 PURCHASED A PART FROM THEM AND THE SHIPPING STATED IF I PAY THE AMOUNT FOR SHIPPING I WOULD RECEIVE IT ON TUESDAY. THE PACKAGE IS STATUSED AS A PROBLEM PACKAGE WITH ***** AND I WAS ADVISED THAT THERE IS PROBLEMS WITH THE LABEL SO THE SHIPPER WOULD HAVE TO REQUEST A RETURN TO SHIPPER AND IT WOULD AUTOMATICALLY BE SENT BACK TO THEM BEFORE IT REACHES ME. THEY DONT KNOW WHEN I WOULD RECEIVE IT. THIS COMPANY DOESNT HAVE A PHONE NUMBER FOR CUSTOMER SERVICE. I ATTACHED AND EMAIL I SENT TO THEM. THEY REFUSE TO REFUND ME ON THE WEBSITE UNTIL I GET THE PACKAGE. THE *** EX TEAMS ESCALATION DEPARTMENT SAID THEY CAN EASILY REQUEST A RTS AND THE PACKAGE WOULD BE SENT BACK TO THEM SO I CAN GET MY REFUND.

  

  Business Response

  Date: 06/09/2025

  Were sorry this customer did not receive his package on the date the carrier expected.
  
  We processed and shipped his order on time within a business day to ensure that the carrier could deliver his package by the date that they quoted us and him. We shipped the customer's package by 'Home Delivery' a ***** standard shipping method that can take up to a week for delivery. ******* times and "Receive by" dates are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto- which we made known to the customer before purchase.
  
  We recognize it is frustrating to have a package delayed in transit, but please understand that we do not have control over carrier delivery networks. Tracking indicates that the customer refused delivery of his package and the carrier is returning the package to us.  When we receive the package back we will process a full refund for the cost of the product (less return shipping the carrier will charge us for the service of returning the package the customer refused). We will send an email to the customer as confirmation once we issue his refund for the returned package.

  Customer Answer

  Date: 06/09/2025

  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 rejected the package because i sent a request to them to stop the package which is a return to shipper request that can only be processed thru the shipper.  I sent you guys a copy of the email.  By this time my fed ex package had escalated with fed ex and the manager asked me to reach out to rock auto to request the package be returned to them.  The company who can only be contacted via email still have not responded.  Therefore I refused the package.  Had they responded I would have discussed these options.  I should not have to pay for the shipping.  They should also communicate with their customers in a timely manner since email is the only means of communication.
  
  Regards,
  
  *** ********

  

  Business Response

  Date: 06/10/2025

  Please, refer to our original response.
  

  Customer Answer

  Date: 06/10/2025

  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,
  
  *** ********

• Initial Complaint

  Date:06/06/2025

  Type:Delivery 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.

  RockAuto Order # ********* I recently returned (2) ****** ***** Struts and (2) ****** ***** Rear Shocks to be replaced under ****** Warranty, via Fed-Ex ground. I received a box with the warranty replacements. The (2) Rear Shocks # ***** were new and in the box and perfectly acceptable. The problem lies with the (2) replacement struts. Both boxes were clearly submerged in water at some time in the ************* of the boxes and struts were sent to RockAuto. Both boxes were open ( not factory sealed) with a sadretape job. One strut is clearly marked as a Reflex model on the body of the shock not an OESpectrum model as the originals. The other strut is beginning to rust, due to exposure to water. The level of incompetence is extreme. Any reasonable person would see that these (2) struts were defective. The feeling I get is that these two struts were rejects or cast offs or "returns" throw in a corner and then fobbed off on me as warranty replacements

  

  Business Response

  Date: 06/09/2025

  We are sorry for the problem with this customer's order.  This customer originally ordered 4 struts for his vehicle in 2019. His order is outside of our 30 day Return Policy but the struts are covered under warranty.
  
  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. Warranties offer only replacement of the defective part with another part.
  
  This customer reported his warranty concern on our Order Status & Returns page online for all 4 of the struts he purchased and we immediately offered him different options to obtain replacements.
  
  After the customer received the 4 warranty replacement struts, he reported that 2 of them arrived in damaged/defective condition.  Our expectation is that customer's receive products in new, working condition.  While warranty is for replacement only, we are making an exception and authorized a return for him to send back these defective parts for a refund (in the form of a store credit).

  Customer Answer

  Date: 06/10/2025

  [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

  with the following stipulation.

  As I have already paid for the initial warranty shocks and struts to be returned via Fed-Ex (#**** 0106 9359) I ask that Rockauto provide

  a free shipping return label so that I may return the defective struts for store credit. 
  
  Regards,
  
  **** *****

  
  

  

  Business Response

  Date: 06/10/2025

  Please, refer to our original response.
  
  The customer can obtain a return shipping label (at no charge to him) through our website which our customer service team explained to him by email.

  Customer Answer

  Date: 06/11/2025

  [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. 
  
  Regards,
  
  **** *****