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Complaint Details
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Initial Complaint
09/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased two shocks/struts on 8/25/24. After paying, having them installed the thr vehicle was making noise. My mechanic informed me the both parts, internally were defective. I contacted Rockauto via email and was told, (pay again to have) removed and return them for another set again paying to have them reinstalled with no other alternatives. Unacceptable.
Business response
09/30/2024
We're sorry for the problem with this customer's order. Like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. This manufacturers warranty covers the part that failed, but does not offer reimbursement of labor costs or other associated expenses.
He is not obligated to take advantage of the warranty, but if he would like to, he can obtain instructions by going to our Order Status and Returns page.Customer response
09/30/2024
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.] rockauto does not communicate with customers. The response to this complaint offers no solution, only what is online with the exact response they offered listed in this complaint. The companys only solution is to have there defective parts removed at the customers expense, wait for new parts and pay to have the new parts installed. The other problem is after paying three times, the new parts cannot be checked because the defect is internal.
Regards,
***** ******Business response
09/30/2024
Please, refer to our original response.Customer response
09/30/2024
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.Rockauto did not resolve my issue at all. Customer beware, this company can send a defective part that is internal and you would have no idea it is defective. Customers obviously has to pay for installation, however to pay to have the he part uninstalled and pay again to have it reinstalled is unacceptable, The customer has absolutely no recourse.
Regards,
***** ******Initial Complaint
09/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a Sway Bar Assembly (********AC) from Rock Auto (Order #*********) for a total of $495.85 . Upon receiving the package, I noticed that it did not include the two front Stabilizer Bar Links. The picture showed the stabilizer but apparently it is not included. At this point I chose to return the Sway Bar Assembly which I did using RockAuto's return procedure. RockAuto received the return and issued a refund but here lies the problem. They refunded me $444.68. That means that they kept $51.17. Now I understand that they were going to charge $22.56 for shipping but $51.17 minus $22.56 means they owe me $28.61.The refund details in the order show the following:Refund Type:PayPal Part Cost: $440.79 Return Shipping: - $22.56 Tax: $26.45 Refund Amount: $444.68 Bottom Line is that I was initially charged $495.85 and was refunded $444.68. $495.85 minus shipping $22.56 equals $473.29. I was refunded $444.68. This means they owe me $28.61 It is unfortunate that I have to place my complaint here but it is impossible to contact anyone at RockAuto. There is no where on there website where you are able to contact a live person or for that matter email them. I would have preferred to have resolved this matter directly with RockAuto but they make it impossible.Business response
09/30/2024
This customer purchased a sway bar only. Items are sold without gasket, seals, hardware, or other accessories unless otherwise specified in the part listing or part image. Neither the product image nor the product description of the sway bar that this customer purchased state it includes additional parts.
The customer arranged a return through our Order Status & Returns page online to send back the product. We authorized the return for a full refund of the cost of the product. As our Return Policy explains though, "Shipping charges are not refundable unless the return is due to our mistake."
We offered this customer a discounted return label to send back the part. He agreed to have the cost of this return label (ie, $22.56) deducted from his refund. We correctly issued a full refund for the cost of the part ($440.79) and the taxes associated with the part. The original shipping cost ($26.99 +tax) is not refundable though.Customer response
10/01/2024
[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
09/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They are selling parts that don't fit the vehicle and say too bad so sad it didn't fit.Business response
09/30/2024
We're sorry to hear there was a problem with this customer's part! This is the first we've heard of a problem. We could only find one order placed by this customer within the past year and he hasn't reported any problem with this order to us yet. If it's not a usable part he can report the problem and set up a return on our Order Status and Returns page (*********************************************** ). If he needs help beyond our website, our customer service team is available by email ********************************** 7 days a week and they normally respond within a few hours or less.Initial Complaint
09/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a AC compressor from rock auto and it was a defective part I provided all necessary documents and receipts they wanted and then they decided to cancel my ticket and will not respond or answer my calls and I need another ac compressor a free one to replace the one I already purchasedBusiness response
09/30/2024
Were sorry that there was a problem with this customer's A/C Compressor. The manufacturer's warranty requires that all compressors returned for defect must include a proof of purchase of an ******* Tube (or Expansion Valve), Receiver Drier/Accumulator, and A/C System Flush. This is because when a compressor fails, it often contaminates other components of the A/C system with it. Replacement of these components is the only way to ensure that contaminants don't come right back and damage a new compressor.
This customer has provided us with 3 separate work orders that he wrote up himself with 3 different dates (and 2 A/C flushes). If these work orders are valid, we still need receipt(s) that show the purchase of the o****** tube and receiver drier/accumulator. If he has proof of purchase (ie, a valid receipt from the merchant where these items were purchased) for the ******* Tube (or Expansion Valve) and Receiver Drier/Accumulator, he can email them as attachments to ********************************************************.
If he is unable to provide proof of purchase for these components, we're regrettably unable to facilitate a warranty replacement.Initial Complaint
09/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order was for a set of. Brake pads. Received mfg box inside Rock Auto box.Set should include 4 brake pads but only had 2 in the box. Bought in Dec 2022, far in advance of need. Now when needed I found the shortage after removing all old pads, opened box and found issue. This problem is not included in RA resolutions.Need your support in getting store credit, including shipping costs.Regards ****** *****Business response
09/24/2024
RockAuto has a 30-Day Return Policy in which we can accept returns to allow a reasonable amount of time for customers to report concerns and provide a resolution. This customer's order was placed almost two years ago. Were sorry, but were not able to accept a return for refund, credit, or exchange any longer.Initial Complaint
09/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I order parts from here on sep 3rd. They listed the parts as they were correct for my car when they were not. So I asked to return them because they have the wrong info on there web site. They told me I could return but now I have to pay to ship them back when it is there fault I got the wrong parts.Business response
09/24/2024
We are sorry this customer is unable to use the speakers he recently purchased. The speakers he purchased have specific fitment notes that include the dimensions of the speakers and will only fit if these fitment notes match the customer's vehicle and what they are replacing. When this customer arranged his return on our website he confirmed that the speakers he received had the correct part number on the packaging and the parts. He also stated that he is not sure if the description of the parts matches what he needs. Based on the information he provided us he correctly received what he ordered but did not order the correct parts.
We authorized a return of the speakers for a full refund of the cost of the parts. As our Return Policy explains, "Shipping charges are not refundable unless the return is due to our mistake." He has since returned the speakers and we have issued him a full refund for the cost of the parts.Initial Complaint
09/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered an item they later advised was unavailable.I canceled the order which they acknowledged.I ordered a substitute item on a new order number They also placed my new ordered item on the cancelled order I will soon receive two items instead of ****** help is available from ROCKAUTOBusiness response
09/24/2024
We are sorry for the problem with this customer's order. He made an order on September 9th and when we processed his order we discovered an error with our inventory and the part he purchased was not available. We contacted the customer about this issue and asked him if he wanted to cancel the order or choose an alternate part. He later went to our website and chose an alternate part for his order. Later that same day he went to our website and made a new, separate order for this same product. We followed this customer's instructions and processed and shipped both of his orders. If he no longer wants one of the parts he ordered he can arrange a return online through our Order Status & Returns page.Initial Complaint
09/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I order parts from the company. I never received them. They claim I cant file a return or refund because of the 60 days since purchase. How can this be when I never received the product. The shipper, ***** says the shipment is delayed. I would like resolve. Either get my money back or have them work with *** Ex to get my parts.Business response
09/24/2024
We are sorry this customer hasn't received his order that he purchased in July. He reported through our Order Status & Returns page online that he had not received his package and we started an investigation with the carrier to locate his package. We explained that many times the package is found and delivered. But in the unlikely event he does not receive his package to follow up with us in 4 days of him reporting the problem. Since he did not follow up with us (until recently) we thought he received his package. We will process a full refund (including shipping) within 3 business days and we will send him an email as confirmation when the refund is issued.Initial Complaint
09/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Long winded story:I had ordered a full set of struts for my car through rockauto. Specified my make, model, and year, even referencing my part numbers to make sure this would be a smooth transaction. I had received parts that fit the *** version of my car as I have a FWD version. I had sent them back after paying a $30 shipping fee, after paying shipping on my order initially, and they claimed that they only received 3 out of the 4 struts, returned. I did get a bit mouthy over email and even got the ceo involved. What was I to do? They refunded me for the 3, i paid shipping twice, and they apparently didnt receive a 4th strut ($115++)! I had done my diligence and it felt like I was being left on read. Its been a few months now and Im still bewildered at how this situation has been handled.Business response
09/24/2024
We are sorry this customer was unable to use the 4 strut assemblies that he purchased from us in March. He ordered struts with specific fitment notes (ie, " Ghent Plant Built To Chassis/VIN ****** & Torslanda Plant Built To Chassis/VIN ******") and the struts will only fit his 2001 ***** V70 2.3L L5 Turbocharged if the fitment notes match his specific vehicle.
When he reported his fitment concern on our Order Status & Returns page he confirmed that the parts he received had the correct part numbers on the packaging and parts themselves-- confirming he correctly received what he ordered. He also said he was "Not Sure" if the description and fitment notes of the parts match what he needed for his vehicle. Based on the information he provided us he likely ordered the wrong parts.
We authorized a return of the parts back in March for all 4 struts. We also offered him discounted return labels to send back the struts. He obtained discounted labels from us. When he obtained the labels we had him verify which parts he would send back together under each label he generated. He generated one label and confirmed he would use that label to send back all 4 struts together in one shipping box.
Instead of following our instructions, he returned the 4 parts separately. We received 3 of the struts but we have not received a 4th strut from him. Since he sent the part separately and replicated the same label we have no way to confirm the 4th strut was actually shipped back to us and our warehouse has only confirmed receiving 3 of the struts. We issued a refund for the 3 struts we received back but we are unable to issue a refund for a part that we have not received.Initial Complaint
09/12/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I have order a part for my truck and they are not inspecting the parts for quality and proper shipping. I order a critical part that has now been damaged twice in shipping because of poor handling and mainly poor packaging. I ordered a windshield wiper assembly and the main s**** mount keeps getting damaged in shipping and they refuse to send a new replacement with proper packaging.Business response
09/24/2024
Were sorry for the multiple problems in this customer's order. It's rare when there are repeated problems with the same part. Since there have been problems with the first two shipments that weve tried to send her, we did not feel comfortable shipping another because we cannot guarantee that a third shipment would not also have problems. Instead, we issued her a full refund for the cost of the part (and shipping).Customer response
09/24/2024
[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. Although better quality assurance and packaging is needed for critical components.
Regards,
**** H
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Customer Complaints Summary
1,184 total complaints in the last 3 years.
482 complaints closed in the last 12 months.