My Bad Experience With Rockauto

BoostPsiKPA

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So we needed to get some parts for a 2002 Altima. We ordered a coil pack and injector for a misfire code.

The parts were on order and in the mean time, I disassembled the car and found out the plug holes had oil, which meant I did not need the parts that were ordered. I got a valve cover instead.

When the parts came in, a couple days later, we requested a return shipping label, still in the return window and original packaging, with our order, and sent out both parts in the one box with the return slip Rockauto provided. When the item showed delivered status I got a refund for only one item, the injector.

I called and asked about the refund for my coil pack and to my surprise, I was told it would be looked into. I have now called twice and they give me the same answer. They have had over two weeks to do this and nobody is even remotely trying to refund me. It is now approaching a month.

I saw the commercial and as a forum member, decided to try them out but this is unbelievable to wait this long to be refunded for an item I returned and then being told the same thing over and over with no help.
 

suprahero

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I ordered two new hood struts from them for my 91 MKIII. I put them on, and they were worse than my old ones. They didn't even try to hold my hood up. I didn't send them back. I just threw them away and decided not to order from them again.
 

suprarx7nut

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I always had great experiences with Rock auto until I recently bought a starter that didn't work. For some reason it would not engage my flywheel. After installing it multiple times and re-installing my old one to verify nothing else was the problem enough time had passed that I was outside the return period - even though the part was faulty.

I could only get store credit.

I'm not sure that was Rock Auto's fault that I got a bum unit (reman'd Denso), but their black and white policy of "sorry, you can't get any credit for that broken part we sent you" was pretty crappy. I was punished for planning my car work ahead of time.
 

Piratetip

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That's disappointing to hear so many bad experiences.

I must be lucky.
Have placed probably 30-40 orders through them.
Always have had very fast shipping and zero issues with the parts.

Could be that I never have bought anything more complex than brakes / bearings / seals ect..

Lately I have been moving away from ordering from them simply due to the shipping cost that keeps rising through them.
 

Sparky33

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ive been ordering from them from them for many years and they have definitely gotten much larger in the past few years, and with that happening i have had several orders messed up. ive ordered things that looked like theyve been kicked around a warehouse for the last 20 years, somethings were completely wrong, but what i can say is they have always replaced it or taken it back no problem. ive found myself trying to find things locally now just in case i need to return something its not much of a hassle.
 

Nick M

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I have never ordered a bad part, aside from ordering a bad part and not wanting to pay for quality. Not the Supra. That isn't Rock Auto at fault. It is the same as Advanced or other places. There is always somebody who walks in and says, "don't you have one that is cheaper?". Just don't buy those parts.

I am generalizing, and our samples of one like we all do do not make a pattern.
 

Koenigturbo

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I had a bad experience with them. I'm trying to buy carpet from them, except it doesn't have the color I needed from the drop down list, but I know that color has a number from ACC, and it is available from them. All Rock auto has to do is order it seperate from ACC, to sell to me but, instead the woman that answered the phone, refused to listen and even give me a chance to explain why I needed to talk to customer service person instead of a filling out a form on computer. She kept Insisting customer service is on line and never gave a chance to explain "Why" As we all know on line help only goes so far.
 

plaaya69

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I hate to say it but you are probably better of on ebay finding a floor/hatch carpet. If you run into a problem, RockAuto has been known to have some of the worst customer service when it comes to resolutions. I just use them for Denso parts, suspension parts or sensors.
 

Zazzn

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I've had a bad experience with them as well. Since they have ZERO customer service reps, it took months to get my ACC carpets to be replaced. They sent me carpets that didn't fit and i tried to contact ACC directly, in which time my time to return to rock auto expired by one day, but I had tried to email them 5 days ahead of that. Anyways, ACC requested more pictures and I provided them as well as rock auto. It took months going back between the email system and reopening new tickets and whatnot. Overall the whole experience has soured my once view on Rockauto. I'd MUCH rather get amazon prime parts over rock due to the fact it's easy to talk to someone or return the items. So, unfortunately, I will choose amazon first over rock auto from now on.
 

Piratetip

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I've lost count of the number of orders I have placed through them.
Can only think of 1 issue so far, the terrible steering rack.
But technically wasn't rockauto's fault that cardone makes shit quality parts.

Otherwise rockauto is excellent and far better selection of the stuff I need vs. amazon.
 

sinistar_xx

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No bad experiences, but then I haven't ordered that much, and for now, will not be ordering in the future as they stopped selling to Colorado recently apparently because they do not want to handle the state's sales tax on orders.
 

Zazzn

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@Piratetip I wouldn't say so, their selection is the same as amazon for the most part once you get the part number. However, if it's not prime I will not buy amazon. Some times amazon is much cheaper too and sometimes they are. It's really strange for some items.

I do like them, I just think they need a real human for support issues. They claim that's how the cut-down costs, but when all online avenues are not availed they need a clear way to at least email someone.
 

plaaya69

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@Piratetip I wouldn't say so, their selection is the same as amazon for the most part once you get the part number. However, if it's not prime I will not buy amazon. Some times amazon is much cheaper too and sometimes they are. It's really strange for some items.

I do like them, I just think they need a real human for support issues. They claim that's how the cut-down costs, but when all online avenues are not availed they need a clear way to at least email someone.
Just be careful because Amazon has knock-offs too which I have encountered twice with a micro SD card and a Denso cabin air filter. Not every item comes directly from Amazon and most will be sold from a 3rd party seller fulfilled by Amazon at their warehouse or shipped directly from the 3rd party seller. Some also do a bait-n-switch on items which also sucks to deal with. I prefer to use Rockauto just for this reason alone for name brand car parts over Ebay or Amazon.
 
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Piratetip

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Yeah I got tired of waiting for the 3rd party shipping from Amazon parts. Never have that issue with rockauto. Usually get parts from them fast 2-3 days.

Some stuff from Amazon I have waited for 3 weeks.
Since Amazon does not handle a lot of these automotive parts it's coming very slow from a 3rd party.
 

Piratetip

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One of those giant Amazon warehouses opened just south of me in Kenosha 2? years ago.
I usually can get Amazon orders in ~1-2 days typically. (If they are handled directly by Amazon)
Sometimes they come the same day.

Really depends on if the order is fulfilled by Amazon or by a 3rd party.
 

JustAnotherVictim

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I've lost count of the number of orders I have placed through them.
Can only think of 1 issue so far, the terrible steering rack.
But technically wasn't rockauto's fault that cardone makes shit quality parts.

Otherwise rockauto is excellent and far better selection of the stuff I need vs. amazon.
Yep Cardone is absolute garbage, never buy any of their products.
 

debrucer

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I needed a sensor from Digi-Key that sells for $32. plus $10 shipping.

The same part on Amazon comes as a "pack of one" for $97

Alibaba lists it for $18.80, but it takes 3 days to confirm a price, and another day to confirm shipping cost. Ended up 18.80 plus $30, making the China order more expensive than Digi-Key.

Spoiled by Amazon Prime shipping, I fail to check prices well enough. Amazon or 3rd party resellers will do it to you.

I hate to think that I'd ever have paid $97 much less bought a spare. Digi-Key here I come!
 

figgie

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I have bought numerous parts without any issues from rockauto. So put me in the positive outcome bucket. :)