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Wisconsin

BBB Accredited Business since

RockAuto, LLC

Phone: (608) 661-1376 Fax: (608) 819-6350 6418 Normandy Ln, Madison, WI 53719 http://www.rockauto.com

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Description

This company offers the worldwide shipment of new auto parts directly to customers.  Their online catalog includes axles, brakes, engines, exhaust systems, radiators, sensors, steering components, suspensions, transmissions and much more for both new and classic vehicles and light trucks.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that RockAuto, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for RockAuto, LLC include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 224 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

224 complaints closed with BBB in last 3 years | 91 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 51
Billing/Collection Issues 10
Delivery Issues 26
Guarantee/Warranty Issues 8
Problems with Product/Service 129
Total Closed Complaints 224

Customer Reviews Summary Read customer reviews

800 Customer Reviews on RockAuto, LLC
Customer Experience Total Customer Reviews
Positive Experience 695
Neutral Experience 11
Negative Experience 94
Total Customer Reviews 800

Additional Information

top
BBB file opened: August 27, 2003 Business started: 10/19/1999 in WI Business started locally: 10/19/1999 Business incorporated: 10/19/1999 in WI
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. James A. Taylor, President Ms. Jessa Torvik, Marketing Manager
Contact Information
Principal: Mr. James A. Taylor, President
Principal: Ms. Jessa Torvik, Marketing Manager
Business Category

Auto Parts & Supplies - New Mail Order & Catalog Shopping Automotive Parts and Accessories Stores (NAICS: 441310)

Alternate Business Names
Rock Auto

Additional Locations

  • 6418 Normandy Ln

    Madison, WI 53719 (608) 661-1376

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  • Advertising or Sales
  • Billing or Collection
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  • Guarantee or Warranty

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Complaint Detail(s)

12/27/2014 Advertising/Sales Issues
12/26/2014 Delivery Issues
12/26/2014 Delivery Issues
12/26/2014 Delivery Issues
12/23/2014 Problems with Product/Service
12/12/2014 Problems with Product/Service
12/6/2014 Problems with Product/Service
12/2/2014 Problems with Product/Service
12/2/2014 Problems with Product/Service
11/28/2014 Delivery Issues
11/24/2014 Problems with Product/Service
11/18/2014 Problems with Product/Service
11/18/2014 Advertising/Sales Issues
11/12/2014 Problems with Product/Service
11/12/2014 Advertising/Sales Issues
11/11/2014 Advertising/Sales Issues
10/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a throttle position sensor and received the wrong part, the box that the part came in was accidentlly thrown away. When I contacted RockAuto they informed us that without the box I couldnt get our money back. I tried sending back just the part and they sent it back to me. The part was $285.34. I would gladly try to resend the part back to them. I have tried to call them 3-4 different times and talk to a supervisor about this and was informed that their supervisors dont speak to people.

Business Response:

We're sorry this customer received an incorrect part. We were ready to accept his return for a full refund. However, the customer threw away the part box. Our Policies page explains that, just like for other retailers, returns must be in their original manufacturer part boxes. Without the box, the part is not returnable since it helps identify the part. Without that box, the part can not be resold or returned to the manufacturer.

The final representative the customer spoke to was a supervisor, who explained that transferring the call to yet another supervisor would not result in a different answer.

10/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased all new Power Stop rotors, calibers, and brake pads from Rockauto.com. I attempted to install the products and ran into issues in nearly every part of it. I managed to get the car to the mechanics shop around the corner from me only for them to tell me that the product I was sold was "junk". (it should be noted that they advised me to go buy the product from Advanced Auto, which I did, and at no point tried to sell me their products). The calibers I purchased had to be machined in order to fit properly and even then they did not fit 100% correct. Three of the four calibers were either frozen or the piston rods were not allowing proper movement for the connection to the pads. I decided at this point to return everything given the low quality of the products and purchase new. Mind you, at this point I had spent over $300 in labor trying to get the Power Stop products to work properly on my car. This cost would have never been incurred if I had been sold quality products. I took all the Power Stop products off and installed new products purchased from Advanced Auto. All of their products worked 100% out of the box and bolted on with no need for adjusting of any kind. The problem is that Rockauto, after selling inferior parts, does not want to pay for shipping to have those parts returned. I spoke with **** at Rockauto who was very nice and sent me a postage paid return for the calipers only and then told me that in no uncertain terms they would not pay for the return of products that "might" not have been defective. As far as I am concerned when it comes to brakes I want them to work without a flaw, these are 100% responsible for life or death on the roads and highways that I drive every day. If three out of four parts of a product are failing out of the box, I will not give the rest of their products the chance to prove faulty.

Desired Settlement: I expect for Rockauto to pay for the shipping to return all of their merchandise.

Business Response:

This customer purchased 4 calipers and a Rotor and Brake Pad Kit. When he reported the calipers were problematic, we provided return instructions and offered to cover all shipping costs for the bad parts. He did not report any specific problems with the Rotor and Brake Pad Kit. As our Policies page explains, shipping charges are not refundable unless the return is due to our mistake. If he decides he doesn't want the kit, we don't mind taking it back but he is responsible for the shipping cost of the kit.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* ******

 

 

10/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: well i contacted rockauto about an ac kit that i bought for my 2002 chevy sub the kit has an ac comp / drier o ring and an expansion vale. the chevy did't come with an a/c comp and was told by the guy i bought it from he did't have time to put a new one in .some i got a better price .he also said that the flush was done .with that i bought the kit had put everything put on .not more then two min had gone by ac wasd getting very cold and then the comp started to make alot of noise so i shut it down .i know alot about autoparts i am a store manager of carquest and have been doing this for 35 years .but putting on an ac comp two min later .i don't think so .and if that's how they do biz .the lady at their customer service desk need to get i bit more traning .very bad customer service..sofar i've spent alittle over $500.it's not the money .it's about a part.when people buy from us we take care of them i will spend my money somewhere else thanks

Desired Settlement: all i need is a Replacement. if not oh well there not the only game in town

Business Response: The manufacturer warranty terms for the A/C compressor kit Mr. ******** purchased require proof of an A/C system flush.  All compressor warranties, to our knowledge, contain this requirement because even a tiny amount of debris in an A/C system can quickly damage a new compressor.  A system left open for a period of time (as Mr. ********' apparently was since the compressor was missing when he purchased the vehicle) is particularly likely to be contaminated.  If Mr. ******** provides a receipt from an A/C repair shop or other evidence showing the system was flushed immediately prior to the installation of the compressor he purchased, we are willing to arrange a return and replacement as explained in our warranty policy.  But if he relied on verbal assurances by the previous owner that the system was clean and did not get it flushed, the compressor is not covered under manufacturer's warranty and replacement would require purchasing another compressor.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** ********

 

 

10/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ORDERED A PART FROM ROCK AUTO THIS MORNING THE CATALOG SAID IT WOULD FIT MY CAR. THIS EVENING I LOOKED AT THE CAR AND THERE IS NO WAY IT WILL FIT MY CAR. I CALLED ROCK A FEW MINUTES AGO AND THEY SAID IT WAS ALREADY SHIPPED AND I WOULD HAVE TO PAY RETURN SHIPPING.

Desired Settlement: Since rock auto's catalog said it would fit my car and its not even close to fitting my car, I think they should pay return shipping

Business Response: We list more than one catalytic converter for the 1981 Subaru GL in our online catalog, which includes footnotes and photos to help customers choose the correct one. Mr. Robinette ordered Beck/Arnley part # 1205004, which is listed for the two wheel drive, non-station wagon version of this model. He used the information in our catalog to determine that this part won't fit his car, but only after he placed his order and we had shipped it. He can return the part for a refund according to our return policy, but we don't cover the return shipping costs if he simply picked the wrong part.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

** *********

 

 We list more than one catalytic converter for the 1981 Subaru GL in our online catalog, which includes footnotes and photos to help customers choose the correct one. Mr. Robinette ordered Beck/Arnley part # 1205004, which is listed for the two wheel drive, non-station wagon version of this model. He used the information in our catalog to determine that this part won't fit his car, but only after he placed his order and we had shipped it. He can return the part for a refund according to our return policy, but we don't cover the return shipping costs if he simply picked the wrong part.


As you can see from the above description they say the part is for "is listed for the two wheel drive, non-station wagon version of this model. " which is my car. There is no way it will fit my car. I understand that I shouldn't trust rock auto to print a factual catalog but I did. When I placed the order I didn't have possession of the car, when I got the car home I looked at it and discovered the catalog was wrong. I have refused the order and it is on its way back to rock auto. Thank you, **

10/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an A/C compressor and component kit and after only two months the compressor clutch failed. They are willing to replace the part, but I must first purchase a new one then return the defective part before they are willing to refund the money of the new part purchased. Furthermore, I have to pay to return the defective part which increases the overall cost of the part which is why I chose to use Rockauto instead of a traditional brick and mortar part store. Rockauto return policy is poor and their customer service associates are only concerned about selling a product rather than standing behind a product they sold and making the situation right.

Desired Settlement: Company needs to pay for return of defective part sold. Otherwise part purchased is now more than originally purchased plus the aggravation of doing things twice.

Business Response:

This customer purchased this kit on 06/07/2014. He reported a problem on 9/1/14, almost 3 months later. The part is covered by the manufacturer warranty. As our Warranties page explains, manufacturer warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses.

We offered the customer two warranty options: return the bad part for a reshipment, or place a new order for the same part and return the bad part once the new one is received. The customer chose the second option. As a courtesy to our customers we reimburse the outbound shipping cost on the new order once the old part is returned. We also explained how the customer can purchase an optional, discounted FedEx label through us to help ease the cost of return shipping. Return shipping under the manufacturer's warranty will not be covered.

Consumer Response:

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 reject their response to the complaint for two reasons.  First, following the complaint I had with Rockauto I then emailed Rockauto a letter stating the reasons why I was unsatisfied with the options given for returning the defective part.  Only through the BBB am I able to have a response concerning this issue.  Their comment, “almost three month later”, doesn’t accurately state the time line, because that is when the part was purchased not installed, furthermore, who would ever expect a new air conditioning system to fail after only several weeks of use when they usually last many, many years!  Rockauto places all the risk on the consumer and if a part is defective the consumer is the one left with the expenses of replacement.  With having to pay for the return shipping now increases the overall cost of the original part not to mention the consumable products that now have to be repurchased in order to re-service the air conditioning system all over again. 

Secondly, every part on a vehicle is different and therefore each situation is possibly unique.  One cannot operate a vehicle without the air condition compressor installed.  That only leaves the consumer with one option and that is to repurchase the part plus shipping of the new part to the consumer.   Then wait until Rockauto has received the defective part to finally be reimbursed the cost of the new part and the shipping (that doesn’t include shipping the part back to Rockauto).  Once again to restate from earlier, all the risk is placed on the consumer and Rockauto refuses to work with the customer with the additional fees they impose on the consumer even though they were the one selling the defective part.  The manufacture doesn’t sell parts they make them and Rockauto is the retailer by which these parts are sold.  Therefore they as the retailer should and must take the responsibility of defective parts sold.  They don’t even bear the expense of shipping the new part to the consumer because the manufacturer reimburses them that expense.

All that I am asking Rockauto to do is pay for the part to be shipped back to them so that the price I originally paid for the part is the same.  I am still going to have to go through the trouble of doing a difficult job twice, in addition, to purchasing all the consumable products again.  At the minimum they should at least pay for the return shipping.

 

Regards,

***** *********

 

 

10/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a passenger side mirror for my 2005 Chrysler. At the time of purchase, the only part available to me was one chrome side door mirror. I purchased it paid for all the shipping and everything. I received the part and tried to put it on my car and it did not fit. I immediately called Rockauto. They told me I could send the part back for a refund but they would not give me a return shipping label. They told me that I would have to pay to ship it back to them. I do not feel this is right because I paid for them to ship it to me and now I have to pay to ship it back. I feel that they shipped me the wrong part so they should pay for the return shipping.

Desired Settlement: I would like to get a refund for my part and the return shipping.

Business Response: Ms. ******* ordered a mirror (part number *********) that is described as fitting a 2005 Chrysler 300 without memory. In confirming the details of why this didn't fit, she told our representative that her original mirror has the memory feature. We agreed to accept the return for a full refund of the part cost, but according to our return policy (which is linked to our home page and checkout screen) we do not cover shipping when a customer orders a different part than what she needed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10242436, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Since this was the only part available to me. I do not agree with their policy. I am not happy with the fact that I had to pay for shipping the part to me and now I have to pay again to ship it back. The part did not fit my car so why am I paying shipping twice. They are going to resale this part and get the shipping paid from another customer. This is not right.

 

Regards,

****** *******

 

 

10/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was not given a full refund for a product that I was not happy with. The customer service people at Rock Auto are snide and condescending especially ***. He is a customer service lead in the customer service department at Rock Auto. My order number is ********, I wanted to return parts that are not correct for my application. Rock Auto told me since there has not been any returns of these items and the manufacturer said it "SHOULD" work that I am wrong. They don't believe me, what happened to customer service. I have purchased many parts from this company, order number ******** will be the last time they get my money. On top of that I will spend the rest of my existence trying to deter people from doing business with Rock Auto. I no longer want the rest of my money refunded, for simple reason that I don't want them to able to fix this. They don't deserve to fix this! The standards of customer service are very low at this establishment, a well known fact.

Desired Settlement: To take responsibility for the lack of customer service and to no longer allow *** to ***** off customers over the phone. He is a "big talking man" on the phone, my *** ***** ** *** ****** *****. has taut me that people who "talk big" are usually very small! Maybe he should be cleaning the bathrooms there since he so good at talking crap to customers.

Business Response: We're sorry Mr. **** is dissatisfied with our service.  Certainly *** should not have been rude to him.  We issued a refund of $185.40, the full cost he paid for the parts and provided a pre-paid label to return them.  We did not refund the $9.27 he originally paid to have the parts shipped to him because our return policy covers shipping only when we make a mistake.  Mr. **** stated he was returning the parts because he read on a forum that they cause a harsh ride.  We sent the parts he ordered and those parts fit his car and have been used by many other customers.  The fact that he regretted his purchase after reading comments on a forum does not mean we made a mistake in handling his order.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** ****

 

 Your reply proves my point on poor customer service. Thank you for making it easy in the decision of never doing business with this company again,  I just regret spending my money there to begin with.

9/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a part from RockAuto.com with my credit card that was faulty. I returned the product and was given a store credit of the same amount. I used this store credit re purchase the same part although there was a slight difference in price. I believe it was under $1.00. I received the part and returned my old core for a refund of $36.00. Instead of issuing $36.00 back to my credit card, they issued me a store credit of $36.00 because they said that because I paid with store credit, I have to be refunded store credit. If I had never had to return the part and receive a store credit, they would have just issued me $36.00 to my credit card. They state that their refund policy defines this as, "Refunds will be issued in the same form as the original payment". According to the Oxford Dictionary "Original" is defined as, "present or existing from the beginning; first or earliest". There were two forms of payments, the "original" payment, which was my credit card, and then the second payment which was store credit. According to their own refund policy, I should have received the $36.00 back onto my card. Them issuing me a store credit when I do not owe them more than a few cents from the difference in part price, is like stealing. They are keeping my money and telling me I can only use it at their store when I gave them my core part in good faith.

Desired Settlement: I would like the $36.00 to be refunded to my credit card.

Business Response:

The customer ordered a part in June using a credit card. Just over a month later, he reported it had failed. It was covered by the manufacturer's warranty, which offers only part-for-part replacement as our Policies page explains. The customer reported he had no use for a replacement (he claims to have sourced a new one locally), so as a courtesy we offered a one-time exception to return the part, including the core charge, for store credit. He accepted this offer, returned the pump, and we issued store credit.

In August, the customer placed another order using the store credit. He returned his core on the new order. Since he had used store credit for this order, we refunded him in store credit in accordance with our policy that refunds are issued in the same form as the original payment on a given order (not a previous order). No credit card refund will be issued.

9/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a part for my car. I needed it on the day it arrived but it was the wrong part. I needed it because without it, my car won't run and I am already late getting home from a long business trip. They got the part numbers mixed up and I ended up with a part that doesn't even go to my car at all. RockAuto won't even pay for return shipping.

Desired Settlement: I don't think I should have to pay for return shipping on a product I never even payed for. I'd like a full refund and free shipping for the return of my previously stated purchase and free overnight shipping on my next purchase (which has already been placed) of the same part.

Business Response:

After submitting this complaint, the customer spoke with our representative who provided a prepaid return label and return instructions for a full refund.

9/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 14, 2014 I Purchased a Car Part (Steering Gear Box)from Rockauto.com . The Agreement was that Once I received the New Part and I Install it. I Send the Core (Old used part) Back to Rockauto and Receive a Refund for $100. I then send the Old Part Back as Instructed. Using Fed Ex Delivery.They Receive it. I Then Receive an Email from **** ** *** ****** ***** *******. He Informs that I Will Only be Receiving $25 instead of $100. Which is the Written Agreement. I've Tried Settling this Matter but Rockauto Will Not Refund my Money. It is Morally Wrong to Scam Consumers for Capital Gain purposes.

Desired Settlement: I Only want the Money that is Rightfully Mine.

Business Response:

This customer purchased part number 1418 for a Dodge Dakota. He returned a different part number for core credit that is not intended for a Dodge. As our Policies page explains, cores must fit the same vehicle application, so we were not obligated to refund the customer for the incorrect core. For the customer's benefit, we offered two options: either we can return his incorrect core to him, or we can offer $25 compensation for the incorrect core. The customer chose $25 compensation rather than having his core returned to him. Nothing further will be refunded.

Consumer Response: That is Highly Unacceptable from Rockauto Parts. I Want my Money Refunded or Legal Measures will be Taken as I Explained Previously. I've Given Enough Time for Rockauto to do the Right Thing and Refund my Money. NOW I will No Longer be a Customer to Rockauto Parts.

9/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was quoted one shipping rate at the time of my order and charged an entirely higher shipping rate without my approval on my credit card. When I attempted to resolve this situation with the company, Rock Auto, on 8/9/14 through their customer service representative, I was told, they dont have time to call everyone with a PO Box to resolve shipping issues.I was quoted 2 packages would be shipped at a cost of $13.40 and $13.30 for a total of $26.70. When I checked my email confirmation, I noted that the items shipped for $70.10. I was never contacted to approve these additional shipping charges. Rock Auto contends that they do not have to notify customers of increased shipping fees, and my position is that unless I authorize additional charges, especially of an exorbitant amount, yes they should notify customers far above what was quoted. I find their policy lazy and unethical.

Desired Settlement: I feel I am owed the difference of what I was quoted and what I was charged for shipping since I never authorized the additional amount.

Business Response: Before the customer submitted her order by clicking “Place Order,” our final checkout page showed that shipping costs to the P.O. Box she chose as a shipping address were $70.10. After she placed her order we showed an order confirmation screen and emailed an order confirmation, which both also showed this shipping cost. No refund will be issued.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10229115, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

The company's response is untrue.  I was NEVER shown at the time of order that my shipping charges would be $70.  I only learned of that via email AFTER they already shipped them at the more expensive rate.  Rock Auto's policy related to not notifying PO Box customers of additional shipping charges is deceitful and dishonest.  Their order page NEVER mentioned that shipping to a PO Box would result in additional charges.  They quoted me UPS Ground charges only, and out of laziness never contacted me to let me know that they needed additional shipping information to complete the transaction at the quoted shipping price.  They had my phone number; it was printed on everything I received from them.

Regards,

Carol Doll

 

 

9/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an Air Condition kit from rock auto tsn2838 for my 2004 subaru outback I ordered it from there online catlog and it was the wrong kit I called there customer service and after talking with them I sent them pictures of my unit from my car and it was it was determined that the kit I need was tsn2062 and after receiving it I determined that it was also wrong so I called back an the customer service rep. was rude and suggested that I contact my local dealer to find out my unit application and I am the customer not the supplier I felt that is rock auto in that business not mine.I ended up buying it from local dealer that ordered for me and it was the correct one the first time I installed and to date it is working great. My complaint with rock auto is they charged me with return shipping on both incorrect parts and if I had made the mistake I would understand that but the blame belongs to rock auto and I sent an email to them stating if they were interested I could provide them with the correct frame for my car so far no response to my email. what I would like is to have the return shipping sent to my account I want nothing for my lost time and the in inconvenience of take package to fed x to return not mention all lost time and money. I know that rock auto has had a very good reputation but that was not my experience and I felt that the second representative was not any help at all in helping me solve my problems.

Desired Settlement: return my shipping cost and an apology for second representative resonse

Business Response: We apologize for any unintentional rudeness from our representatives. When the customer reported the first compressor would not fit, we spoke with the manufacturer to confirm our listing's accuracy. Based on the customer's reported vehicle information, he ordered correctly. However, the manufacturer suggested he may require a different model's or year's compressor. Since neither we nor the customer erred, his car apparently is unique so we offered to split the shipping cost with the customer. The customer agreed, so we provided a prepaid return label for this kit.

Unfortunately, the alternative part number also did not fit. Since that error was based on our recommendation (relayed from the manufacturer) we are refunding the customer for his second order in full (including shipping charges).

9/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Reserved order cost from bank account when order was placed. This caused an over draft on my account which as 08/22/2014 of $430.65. I draw a Disability check from Social Security ,i.e.Fixed income ,and need all of it to survive.They are,or might as well be stealing $430.65.Customer service told me that the amount of the purchase would not hit my bank account till the item was shipped.

Desired Settlement: Would like Rock Auto to refund the overdraft fees incurred due to them placing a hold on the amout of the purchase when ordered.

Business Response:

Like every mail-order retailer, when the customer placed his order we requested authorization from his bank to charge his card. We charged the card when the order shipped. We don't know why his bank charged him overdraft fees, but suggest he address the issue with his financial institution. No overdraft fees will be refunded by RockAuto.

9/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a radiator fan control module for my wife's 2001 Volkswagen New Beetle 1.8T. This module controls two things-- the radiator fans, and the AC compressor clutch. After installation, the radiator fans did NOT work (although the AC did.) No other problems appeared on the first day. On the second day, while driving to work, the car started smoking and making a terrible smell. When I tried to shut it off, the ignition would not switch off and the engine "dieseled" for a bit before it would stop. The ignition was shorted. The radiator fans were running and smoke was pouring out from under the battery. I got down on the ground in my work clothes and pried the harness plugs off the new fan control module, which was blazing hot. I burned my hand in the process, have a big blister on the back of my hand where a smoldering drop of molten plastic fell on me. The ignition and radiator fans then turned off. Now I have no radiator fans OR AC. I pulled the module out again this morning. The module shorted out internally and burned itself up, melting out all of its own circuit board solder. Unfortunately, it also burned up the car's wiring harness in the process. The main power plug was completely melted. The car is not driveable due to the risk of overheating without radiator fans. The wiring harness is ruined due to RockAuto's defective product. On 9/3/2014, I called RockAuto customer service and spoke with Joshua. Joshua said he could not offer any solutions to repair the extensive damage done to my car, that he could only offer a refund or exchange on the module itself. I told him this is unacceptable-- what good does either of those do me when a part THEY sold me ruined my car? I can't even install a new module after the one they sent destroyed the wiring harness. He said he was sorry, and blamed the manufacturer's policy rather than RockAuto. I asked to speak with a manager, and Joshua said "you're speaking to one, and so there's no need to escalate." Oh really? The part in question was: ÜRO PARTS Part # 1J0919506K HVAC Auxiliary Fan Control Unit 14-Pin, 2 Connectors on Each Unit, 1 Large Connector with 4 Small Pins and Small Connector with 14 Pins

Desired Settlement: RockAuto should pay to have a mechanic replace the wiring harness in my car, as well as provide a new module of a different brand to ensure this does not happen again. At the very least, they need to provide a new wiring harness and module. I have been a RockAuto customer since 2009. I have recommended them to MANY people, as recently as two days ago, just before their defective product damaged my car and RockAuto told me what to go do with myself. This is so disappointing and frustrating, there are no words. SHAME on them.

Business Response:

As our Policies page explains, 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: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses. This particular manufacturer (ÜRO) does not consider labor claims, so we offered either a part replacement or refund. Per the customer's request have refunded him for this part.

 

Consumer Response:

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 was RockAuto's response:

"As our Policies page explains, 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: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses. This particular manufacturer (ÜRO) does not consider labor claims, so we offered either a part replacement or refund. Per the customer's request have refunded him for this part."


I never inquired about RockAuto's warranty policies in regard to the defective radiator fan control module they sold me (in review, the part caught on fire and damaged both my automobile and my hand.) I NEVER asked them to reimburse me for "labor costs, shipping costs or other expenses." That is a complete fabrication on their part. What I asked them to do is to offer me a solution for repairing the damage caused to my automobile by their willful neglect in selling me a defective fan module that set my pregnant wife's car on fire. All I want from them is a replacement wiring harness. They SHOULD be paying for a mechanic to install it, but I'm not even asking them for that. Much as I should be pursuing a personal injury claim for the hole burned in the back of my left hand when the flaming module shorted the vehicle's ignition and I had to yank the wires with my bare hands, but don't have the time or energy to further waste on this nonsense. All I am asking for is the harness they melted, and over that, they are willing to throw away 5 years of loyal business from me, any future business from me, and the many, many positive word-of-mouth referrals I've given them over the years. Their handling of this matter is unethical and illogical to the point of absurdity.

Regards,

***** *****

 

 

9/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company has refused to refund shipping on a order that was canceled and never shipped.

Desired Settlement: Refund the shipping cost.

Business Response:

The customer canceled one of several parts from his order. Canceling one part did not change the shipping cost for the remaining items, so no shipping refund is due.

9/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased parts for my vehicle from rockauto.com. Two out of the four parts fit properly on my vehicle. For the past two weeks it rained heavily and the boxes my parts came in were all damaged. I Contacted rock auto to see if I can get a refund and collect two of the core fees by sending the old parts and the parts that I didn’t need back. They told me I cannot send it back because the boxes were damaged that I have to contact FedEx and try and get my refund through them. FedEx doesn’t control the weather so there for it is not their fault that the boxes were damaged in the rain. I also ordered two other parts from them to replace the parts that didn’t fit. I tried to explain to them that it was the rain not FedEx that damaged the boxes and they still declined me to return the parts that aren’t used and also the old parts to collect my core fee. I don’t feel that this is proper customer service.

Desired Settlement: I would like to receive a refund from the parts that didn't fit my car and also receive my core fee charge back once I return my old parts.

Business Response:

The customer is correct – in this case, rain damage to the boxes should not prevent return. The customer ordered the wrong calipers for his sport suspension, so our standard return policy will apply: he can return the front calipers from order ******** for a refund. He can return the rear caliper cores on this order for a refund of the core charge. We have emailed the customer return instructions for these returns. We request the customer include the original boxes (regardless of their condition) with these returns. (If an alternative box is needed to ensure the parts aren't damaged in transit, this can be used as well but the original boxes should be included in the return.) The customer can return the front caliper cores under order ******** using the return instructions we have sent for a core charge refund.

8/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 2 semi loaded brake calipers, meaning they were supposed to come with hardware for brake pad installation, and supposed to be ready for installing pads. One of the calipers that was advertised and shown on the website to be "semi-loaded" did not come with any hardware and was not ready for brake pad installation, I emailed them and they told me that what was shown was what was paid for. I did not get the hardware supposed to come with it and you can't just order the hardware from parts stores because they do not offer it unless you buy another caliper. The other caliper I ordered came with almost all I needed to install brake pads but shown in the picture were shims and sound quieting hardware, which I did not receive either. It did come with almost all the hardware, but the shims and quieting hardware were not included, which are necessary. So to sum it all up, one caliper came completely dry of any hardware which stated on the website it should have came with. And the second caliper came with maybe 2/3 of the parts needed, when it showed in the picture and description it was supposed to come with.

Desired Settlement: I would like to either receive my money back, because of being misled with what I thought I was getting and what was advertised on the website. Or atleast get the difference in costs back, from a loaded caliper to a unloaded caliper, which would come with no hardware or any extras. Meaning receiving the difference of costs refunded for both of the calipers I ordered.

Business Response: After submitting this complaint, the customer contacted us directly and agreed to a $35.00 store credit refund resolution. We issued this refund 8/13/14.

8/14/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased air conditioner parts ie; compressor, dryer, fluid line, condenser, suction line, discharge line. After a certified mechanic installed them it was evident i got a bad clutch on the compressor. After talking with a customer rep (****) on the phone he instructed me to send back the compressor for a return and buy another compressor which i did. After flushing the system and installing the new compressor it would not hold pressure. It was discovered by the local dealership that the compressor leaked around the shaft seal. Both mechanics are certified and have been doing this for many years. The first for over 25 years. They told me that because i didnt change the dryer and fluid line again they will not warranty it. I explained everything many times to them all different people, i never got one person to deal with. The person that instucted me to reorder the compressor said he made notes in the system which they deny. They never called either mechanic to verify.

Desired Settlement: I have paid lador twice and still dont have a working a/c. It would be nice to see the consumer be not have to pay for bad Quality Control!

Business Response:

After reviewing this customer's situation, we determined that the customer is correct. Although labor is not covered under warranty (http://www.rockauto.com/docs/warranty.php), the customer has been sent return instructions and a prepaid shipping label to return the part for a full refund (part cost + shipping). The customer's full refund will be issued to their original payment method upon return of the product.

Consumer Response: On Thu, Aug 14, 2014 at 7:31 AM, ***** ********* ******************* wrote:

BBB,
I recieved an email from Rockauto approving the refund of the defective part. They were apologetic and sent a Fedex lable for return. This is all i was requesting. I wanted to let you know before acting further. Thank you for you prompt and influential presence.
***** ********* 

8/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a distributor in two parts. The upper cap and rotor and the lower distributor. Installed both components in vehicle and the parts did not work. I needed the car back in service and could not wait for shipping time from Rockauto. I purchased the complete distributor from a local vendor instead. I installed in the vehicle and it worked fine. I called Rockauto for return instructions and was told to return lower distributor for full refund and they asked if I installed the upper cap and rotor. I honestly replied that I had installed the parts. How else would I have known they were defective? Their reply was that the upper cap and rotor are non refundable because they had been installed. I tried to return the parts together in hopes of reasoning with customer service and hopefully even getting store credit for future purchases. I had been a loyal customer for years and was hoping to continue buying parts for other cars. Rockauto has offered NO help or willingness to come to any type of compromise. I am just supposed to eat a $ 215.00 defective part because they will not deter from "THEIR" company policy.

Desired Settlement: I would be willing to put this incident behind if they would stand by their products and just give store credit for future parts. I understand electrical parts can be a problem but they can deal with defective parts from their supplier. It would mean a lot if Rockauto would just attempt to keep their customers happy and coming back for more business.

Business Response:

To clarify, the distributor the customer purchased was diagnosed as defective, so we offered a return for either a reshipment or a refund. The customer chose to be refunded, so we refunded the customer in full for the defective part. The customer separately purchased a distributor cap and rotor, which were also installed but not defective. We understand the customer was unable to wait a few days for a reshipment of the defective distrubutor. Had he allowed us to reship instead of refund he could have reused the cap and rotor. However, the customer purchased a new complete distributor, cap, and rotor elsewhere when only the distributor was defective. The customer has now requested to return his unwanted cap and rotor he purchased from RockAuto. As our Return Policy states the customer can not return installed parts for a refund simply because they are not needed. The customer's distributor cap and rotor, which he returned despite being told not to, have been sent back to the customer at his expense.

Consumer Response: To clarify, I pre-purchased parts to perform a tune up that included the distributor cap and rotor kit. When performing the tune up and removing the original distributor from the car I discovered the lower end of the distributor also needed to be replaced, since I already purchased the cap and rotor I ordered just the lower end of the dist. from rockauto not the complete unit. When it arrived ( a week later-it ships from an outside warehouse and I was aware of that )I installed it as a complete distributor and it failed. I could not wait another week and purchased a complete unit from a local vendor. In contacting rockauto they did agree to refund for the lower section of the distributor but since I installed the upper cap and rotor it was not refundable??? This is not a normal dist. it is called an optispark and it goes in the car as one unit. How was I to know it was defective if it wasn't installed??? Their refusal to reimburse or give credit for a part already installed is Rockauto POLICY according to their reps. I did include the cap and rotor when returning the lower section of the distributor in hopes of reasoning with someone in customer service, but the only response was rockauto policies not customer service. After being a return customer I thought we could come to some kind of agreement. The only choice I was given was to have the warehouse dispose if it or pay for return shipment. So I paid the shipping charges again to have a $250 defective part returned to me that I am supposed to sell to someone else. I guess I am supposed to ignore moral values as they do. I also see the rockauto policies are not satisfied customers but to sell parts period.

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rock Auto, **** ***** *** ******** ** sent me a returned/defective ****** catalytic converter (cat) which was supposed to be a brand new unit. ??Isn't that illegal? ?? The dingbats at Rock Auto then proceeded to leave the original owners return authorization card inside the "cat" box that they sent to me with the used/defective "cat". How much more proof does one need that they are selling returned and defective parts? It cost my daughter several days of turmoil and four times the money to have a local garage do an emergency repair when their "returned-defective" part broke apart inside which then shut the engine down after 3 months of use. Two mechanics in two different garages in two different cities, indicated that the original cat-owner must have overheated the cat probably due to engine problems which will cause the material to prematurely fail. Do you know what the Rock Auto Customer Service Supervisor had the audacity to say: you need to contact ****** and prove it was defective. I basically told him hey, stupid you are missing the point; DON'T SEND OUT USED AND DEFECTIVE PARTS AS NEW PARTS.?? I am complaining and reporting how this company is sending returned-defective parts out as NEW to unknowing customers. ?? The killer consumer part is that the emergency repair is costing me full retail pricing for the replacement catalytic converter plus additional labor to remove/install thereby costing me 3 1/2 times the price of the original purchase. ??PS: I am not normally an automotive-complainer this being my first in 60 years. I even gave them the name and return number of the person who had sent the converter back to them one week earlier saying they didn't really need it anymore - SURE ! So Rock Auto Customer Service is of ZERO help and they don't want to hear ANYTHING. Funny how they can take back a Cat with a ding in it with discoloration on the outside and send it out as new but refuse to do anything when their used part causes a complete car shutdown for my daughter. *********** attached is the letter that I sent to Rock Auto via their online feedback which they promptly rejected ************ Can you let me know what legal recourse I have beyond perhaps getting my Catalytic Converter money back. That cost me ~ $152 while the emergency repair and converter removal and replacement costs me $516. ***** *****, * ********** *** ********* ** ***** ************************** FORMAL COMPLAINT AGAINST ROCK AUTO OF MADISON FOR SELLING USED/DEFECTIVE PARTS AS NEW PARTS

Desired Settlement: If provided an email I will send my letter I submitted online to Rock Auto which they promptly dismissed. The part I purchased was an entire exhaust system made by ******. One of the two catalytic converters they sent me was a PROVEN RETURNED UNIT sent back to them and they then sent it out to me as a new unit. That one catalytic converter cost me $152 but It cost me $516 for emergency repair when the part failed and stranded my daughter 60 miles from home. At a minimum I would desire to have them refund the cost of the repair needed for my car ($516) out of the original cost of my exhaust system purchase from Rock Auto ($721). This is a practice that should not be allowed and until they are made to pay the price OTHERS can experience the same frustration and expense because of their greed to maximize their profits.

Business Response:

We're sorry if this part was damaged or appeared to have been used when it was received. Had the customer reported this before installation, we'd have offered a refund or replacement part. However, damage was not reported until after the part was installed on the customer's vehicle, 4 months after the part was delivered. The problems the customer describes are often caused by problems elsewhere in the vehicle.


As our Warranties page states, even if this were a warranty issue the only option per the manufacturer's warranty would be reshipment of a replacement part. No refunds or reimbursement of shipping, labor, or other costs will be provided.

After explaining the situation to the customer multiple times, no further progress was being made so we chose not to respond to the customer's latest email.

 

Business Response:

The presence of the return slip does not necessarily indicate this was a used part or that the warehouse did not examine a returned part, only that the warehouse mistakenly allowed a return slip to be included in the new shipment.

According to an email from the customer (see excerpt below), damage was noticed by the garage before installation. The customer chose not to report damage to us until several months after installation. Again, had he reported the damage prior to installation we would have offered a return or replacement since it would be clear the damage was not caused by his vehicle.

All of the items were installed on 18 March 14 by a local, full service garage that noted a pre-installation dent in one of the catalytic converters and a slightly off color appearance but nothing appeared to be loose inside the unit at the time so “MY ROCK AUTO SUPPLIED PARTS” were installed by ******* ***** **** ****, ********* **"

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *****

 

 This Company is completely IGNORING the issue of them SELLING USED/RETURNED PARTS as new parts.  They are using an excuse that the installation garage should have noticed slight changes in color or their product and that it had a slight ding in it as they removed it from the original boxes.  NONSENSE:  No garage is going to detect slight changes in the product since they do not have another sample there to compare it with.The issue is now being turned over to the Attorney General of WI to take action on their selling of used/returned items AS NEW. This has cost me 3 /12 times the original price of that one part (ordered entire exhaust system) since it had to be taken apart and we got hit with MSRP pricing as well.  This is a bogus explaination from the that I hope more will read about.  IT IS NOT THE FIRST COMPLAINT for this company on WARRANTY replacement so others will need to take heed of this feedback.  Initial price is not the only factor to consider: buy local so it can go back !

 

8/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Cooling Fan Assembly VW3120100 for a 2009 VW Rabbit for $102.79. I found the price to be 34% better than the closest price you can find online (***********************************************************************************************************************************************************************************************************). The advertised price included the image and listed {#1K0959455DHPFM, 1K0959455ET, 1K0959455ETPFM} part numbers included as part of the aforementioned assembly. I thought it was a good price and took a screenshot of the web page. What I received however, was a single 1K0959455ET (smaller of the two fans). I contacted the company to alert them of the issue and asked for replacement to be shipped out as soon as possible, as my vehicle was broken and I was renting a car. They said it was a "catalogue-ing" mistake and that the issue has now been corrected. However, instead of an exchange that could be shipped out to me asap, I was offered a refund within 30 days of shipping the item back and an opportunity to re-order the SAME part number at a higher $221.79. I contacted the company on two occasions asking them to make things right and stressing the fact that I'm renting a vehicle to go to and from work. They have refused even though I mentioned that they were registered with the BBB. I think that for a company that advertises their specialty in high end auto parts this type of practice is unreasonable and is hurting not only the customer, by tying up the funds for 30 days (not including the shipping times), but their business. Had I known that my request would be met with such opposition and unwillingness to work through THEIR mistake, I would have bought from NewEgg.com. Even though it would cost me more, I would have had the part installed by now and not have to pay for my rental. I have placed an image of the screenshot I took prior to placing my order. It can be found here for your reference: **********************************************************

Desired Settlement: I would like to give RockAuto.com one last opportunity to make good on their promise to deliver high quality parts and customer service even if it costs them a little in mark up. After all, it was their mistake that I'm paying for now.

Business Response:

When this customer ordered, we mistakenly listed part #1K0959455ET as an alternative part number for the complete radiator fan assembly part #VW3120100. We now understand part #1K0959455ET was only a component of the assembly. When the customer reported that only the smaller of the two fans was received, we discovered the error. We updated our catalog and sent the customer a prepaid return label to send the part back for a full refund on the order. The full assembly #VW3120100 is available, but is over $100 more (which is significantly more than “a little in markup”) than what the customer paid on his order for what we now understand was only one component of the assembly. We apologize for our error, but we are unable to provide the customer over $100 in additional compensation.

As our FAQ page states, “Refunds typically take up to five business days to be issued” from the time the return tracking number shows delivery to our warehouse. (The customer may have confused this time line with our 30 day return window.) The return tracking number from the label we provided the customer does not yet show the part was given to FedEx, but we will provide the customer with a full refund upon return of the incorrect part.

8/4/2014 Problems with Product/Service | Complaint Details Unavailable
8/4/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: A time sensitive order was placed with expedited shipping to this company, and I was given an estimated delivery date of Friday. Once I received the tracking information from FedEx, I saw that the estimated delivery date was the following Monday. When I contacted the business I was told to place a second order, pay for overnight shipping, and then return the original order (with the responsibility of return shipping costs being placed upon me). Meaning that I will have paid for shipping 3 times on a single order.

Desired Settlement: Not sure what the BBB can do for me in this regard, as this company has already disrupted my schedule beyond repair, but I wish for this formal complaint to be on the record to warn future customers of this company.

Business Response:

This customer placed an order Tuesday 07/15 after 9pm and chose 3 business day express shipping. Our website program accounted for a Wednesday 7/16 shipment date and predicted a Monday 7/21 delivery (3 business days from the day of shipment). Tracking shows the order shipped and was delivered according to this schedule.

On Wednesday 7/16, the customer requested we expedite his shipment further to ensure delivery by Friday. We agreed to make the request with FedEx, but since we shipped on time and FedEx was scheduled to deliver on time we would have required the customer to pay the difference in cost. The other option suggested was to submit another order with expedited shipment for delivery by Friday, then return the first order after its Monday delivery. RockAuto and FedEx fulfilled their commitments, so the customer would be required to pay shipping costs associated with both orders.

7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an oxygen sensor that was installed on my vehicle. When a Calif. emissions test was performed the test failed due to this part. I mailed the sensor back to Rock Auto. They said the time limit was past on the guarantee. I explained that Calif. requires emissions testing every other year, so there would be no way for one to know if the sensor was defective until the vehicle failed the emissions test. They basically said: "Too bad." & have refused any attempt at a refund.

Desired Settlement: Rock Auto refunds my original part purchase price, plus return costs both ways.

Business Response:

In February 2013, the customer purchased a wholesaler closeout part (http://www.rockauto.com/lang/en/answers.html#closeout) that listed a 30 day warranty. In May 2014, the customer reported the part had failed according to an emissions test he had performed outside this warranty period. We explained since over a year had passed beyond the warranty period, the return will not be accepted. The customer then returned the part without our consent, so the part was disposed of. No refund will be issued.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]As stated in the original complaint the part purchased could not be checked for it's condition until a certified smog emission's test was performed. California state law says this must be done every two years. As soon as my vehicle was checked and the part failed I notified the retailer & was rudely given robotic excuses for why I could not return it. That violates California law concerning fraud. I purchased a defective part that did not work as advertised, and had to purchase another part to allow my vehicle to pass the emission test. I legally should be given a refund at the current price I had to pay for the replacement part, plus costs concerning shipping both ways. It is simple; this company stole my money and refuses to refund my money.

****** *******

 

 

7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased wheel hub/bearing assemblies for my Dodge Caravan at the end of May. Both hubs were listed as "Closeout" items, with a 30 day warranty. These items were purchased at the end of May. These parts were part of a large overhaul project, including new suspension parts, fuel system parts, and other repairs. My vehicle finally became road worthy in July, and 3 days after placing the vehicle back on the road, the front bearings began to make noise. These bearings are sealed units, and can not be serviced in any fashion. Initially I thought only one unit failed, however I have discovered that both units failed. Again, the failure was after 3 days of being on the road. Upon removal and inspection, it appears these units may have been shipped without any lubrication. Again, these units are sealed, and can not be lubricated outside of the manufacturer. I contacted RockAuto, simply asking for a refund. They have declined to offer any refund, citing their 30 day warranty. How a unit can fail after 3 days of being used is beyond comprehension.

Desired Settlement: Refund of the charges for the parts plus shipping.

Business Response:

We're glad we were able to work out a resolution with the customer directly. The customer will receive a refund in the amount of the order total in the form of store credit within 5 business days. We look forward to the customer's continued business.

Consumer Response:

[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 ********. 

RockAuto has in fact already issued a store credit to me, and I am very satisfied with this.  
I appreciate RockAuto's prompt attention to this, and the BBB's assistance with this.  

Regards,

 

***** *****

7/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Power Window Motor was purchased November 15, 2013 after the original became inoperative. The repair was attempted by a dealer on May 14, 2014 and found that the part did not fit, it would not bolt in as an exact replacement would do. This was the passenger window, the driver side window motor was also bought under a separate order. The time span between these should not matter . The onset of cold weather prevented the intended repair from being done; if it had been done by December 15, the same conclusion of not fitting would have been found. The part was supposed to be an exact replacement . In fact, it was Not . If one did not fit, neither would the other.

Desired Settlement: Authorize return of two power window motors.

Business Response:

This customer purchased two products from RockAuto, one on 11/15/13 and another on 11/25/13. At the time the customer purchased these parts, they were labeled Wholesaler Closeout parts that carry a 30 day warranty for any problems (fitment, function, damage) that arise. Had the fitment difference been reported by December 25th, the returns would have been accepted. However, all warranties have limits and having promised a 30-day warranty we will not accept a claim six months later. (Were a customer to buy a shirt off a clearance rack and wait six months to try it on only to find he requires a different size, the retailer would not be expected to accept the return.)

7/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I keyed in all the info their website called for. The kit that I received had the wrong sized belt as it was for a vehicle without air conditioning. My vehicle has air. Everything else in the kit worked except for the belt. The belt was not and could not be installed. They are refusing to exchange the belt I received for the proper one, saying that since it was part of a kit, that the belt alone couldn't be returned/exchanged. I have had multiple discussions with them concerning this issue and they are refusing to budge even though they advertise that they use cutting edge technology to ensure proper fitment. Their site never asked for anything past year, make, and engine size. Nothing about model, trim, or accessories.

Desired Settlement: Exchange the uninstalled belt that I received for the correct size and of equal quality.

Business Response:

Please see the attached photo of our part listing, which specifies that the kit ordered is for vehicles without air conditioning (“W/O A.C.”). The customer searched under his vehicle (year, make, model, and engine size) but apparently ignored the fact that his car has air conditioning. Two of the three kit components were installed. As our Returns page states, we cannot issue return credit for parts which have been installed. Since the kit he ordered is packaged and sold as a single unit, we can not exchange components.

 

Business Response: We list all necessary information to ensure fit and function, and we present it in a manner which millions of customers understand. Most auto parts buyers understand “w/o” means “without” and “A.C.” means “air conditioning.” A Google search for “w/o A.C.” displays “w/o air conditioning” (see attachment). On our FAQ page, under “Show me how the catalog works” we include explicit instructions to use the details in the listing to ensure proper fitment (see attachment). If, after using these resources, the customer did not understand he could have called or emailed our customer service department for clarification. Instead, this customer ignored a relevant detail we provided in the part listing. The customer is entitled to his opinion regarding formatting, but his opinion does not change our return policy nor will it result in a return, refund, or replacement with another belt.

Consumer Response:

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.

Seller has to see the legitimacy of my complaint. To completely put the burden on the customer is ridiculous. Seller shares responsibility to ensure proper fitment and should be willing to work with customer to ensure this happens. I ordered the proper belt from another supplier. Their website quarried all necessary info and would not let the order proceed if wrong part was being looked at. This seller could do the same. They just refuse to accept responsibility for their part in this. I could have taken the installed parts back off and made sure they were clean and returned the entire kit. That would have been dishonest and I would not do that. They apparently do not appreciate honesty nor are they being fair in working with me in this case. Hence, I continue to leave them poor reviews. It will eventually cost them way more than the correct belt would.

Regards,

******* *****

7/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After purchasing a major car part from RockAuto they shipped me the wrong part and after contacting them they stated that they would not ship the correct one until I shipped the wrong one back. They did provide shipping return label but I had to drive over 40 miles because of their mistake. Once the returned part was processed they created a new order for the correct part to ship the the same day, but it did not ship. I contacted them the next day and they told me it would go out that day and within an hour I received a voicemail that stated that they could not ship the part because they could not locate any of the parts and did not know if they would get anymore and insisted that they refund my payment which they did. Later that day I checked their web site as I was told it would reflect that they did not have them in stock and to my surprise they had them listed but with a very larger shipping charge. They sold me the part and took my money but then refunded it so they could raise the shipping cost. I was mislead about the part status every time I talked to them about it. So in closing they sold me a part,took my payment, sent the wrong part and then cancelled my order under false pretense. Not a very good way to do business

Desired Settlement: Something to compensate all my time and gas that I was out at no fault of mine

Business Response:

We are very sorry for the confusion surrounding this order. As our representative explained, the problem resulted from incorrect data, not a stock issue. Initially, our warehouse sent an incorrect part to the customer. We offered the customer a prepaid FedEx return label to return the incorrect product. This is the first time we have been informed that this prepaid label was not an acceptable return solution from the customer, but are glad he was able to return the product. Usually, we would reship the part to the customer at no cost as soon as we saw the part was on its way back to us via tracking. However, due to incorrect data about the dimensions of this part that we did not discover until trying to reship this item, we discovered the shipping method the customer initially chose (FedEx Ground) was not an option. Rather, truck freight is required to ship the part. We apologize for the incorrect dimensions data that initially resulted in the customer being shown an incorrect shipping quote. Since the service the customer originally ordered (Ground shipping) is impossible, we provided the customer with a full refund for this order.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *****

 I was never told that this problem was from the result of incorrect data and was told by two different people ( one in a voicemail) that this was a stock issue. They stated two times that they could not locate the part that I ordered in any warehouse and that they would not stock them anymore and would update their website to reflect that.  I did not choose the shipping method it was what was offered on the website. Again not my fault!!  As for returning the wrong part I explained that this was not a acceptable return solution but was told that that was the only option and that they would not do nothing with shipping my correct part until I drove 40 miles to ship the wrong part back!!  Again not my fault.  Yes they did refund my money but without the true reason and never compensated me for my time and gas for shipping the wrong part back. Again not my fault!!

Business Response: We apologize if there was a miscommunication or misunderstanding which led the customer to believe there was a stock issue, but once again this resulted from incorrect data on file. As previously stated, we were not informed that returning the product was so great an inconvenience to the customer prior to the return. As stated on our Returns page **************************************************, "We won't accept responsibility for any costs exceeding the cost of the part." We have already refunded the customer in full (including shipping) and will not be providing further compensation of any kind.

7/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new AC compressor from RockAuto.com. When I received it in the mail, I noticed a scraping sound when I turned the pulley by hand. I then called them to explain what the problem was, and that I didn't think it was normal. They called the manufacturer and they said it's perfectly normal for it to do that and to go ahead and install the part. I still didn't feel like it was right but I installed it anyway. After installation I started the car and immediately heard an awful scraping noise, and smelled burnt metal. I called them back to tell them there was definitely a problem and they said they could cover it by the warranty. I explained to them that this was NOT a warranty issue because the product was defective out of the box! They then proceeded to tell me I shouldn't have installed the part if I didn't think something was right, but THEY told me to install it. So now they want me to provide proof of purchase of the other AC components to cover the broken compressor, which I do not have. Although the compressor came out of the box defective and now they are trying to say they won't replace it or refund me when they are the ones that goofed.

Desired Settlement: I will send them back this defective part that they obviously didn't check before they sent out. I want a FULL refund on the part for $128. They know they messed up by telling me to install the part, but they don't want to admit it.

Business Response:

Upon purchase of an A/C Compressor from RockAuto, customers are presented with the following warranty information and requirements:

GPD Warranty Information
12 months. IMPORTANT A/C COMPRESSOR WARRANTY NOTE: In order to ensure that proper warranty credit is issued if needed, the compressor installation instructions must be adhered to. All compressors returned for defect must show proof of purchase of an Orifice Tube/Expansion Valve, Drier, and Approved A/C System Flush or a Work Order showing the purchase of these items and that the system was flushed using approved procedures.

When this customer called to report a scraping sound when he turned the compressor by hand, our representative checked with the technicians at the manufacturer to see if this was indicative of a defective unit. Our representative was told this did not necessarily indicate a defective unit, so the customer could install the part. The customer contacted us a second time after installing the compressor, and reported a grinding noise and smell of burnt metal. According to the manufacturer, these symptoms are most often caused by failing to add oil to the compressor and/or failing to perform an A/C system flush and replace necessary components. We informed the customer that as long as he can provide the required documentation showing he performed a system flush and replaced the required components, we could assist him through a warranty return for either full refund or part replacement. The customer informed us he could not provide that documentation, so this part can not be returned under warranty.

Business Response: Now that we have been informed that the A/C was never turned on, we can offer a return for a full refund. Per our phone conversation with the customer on 7/8/14, we emailed return instructions and a prepaid return label. Upon receipt of the returned part, we will issue a full refund for this part to the customer's PayPal account.

Consumer Response:

[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,

 

**** ******

7/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On March 21,2014 I went online on the Rockauto web site to research and potentially order front and back brakes for my 5.7 liter Dodge Magnum RT. Utilizing and relying on the provided search engine on the Rockauto site, I keyed in Dodge, Magnum, 5.7 liter engine when THEIR site queried me to do so. The search engine brought me to my available options. I chose a complete kit front and back of calipers, rotors, and pads #****** order #******** $521.57 including shipping. Parts arrived and installed. I immediately noticed the brakes seemed "different" and took some work to make the car stop. I have had many, many brake jobs in the past and fully understand they need to break in and bed over a period of time, sometimes a 1000 miles. During this period I had several close encounters taking too long to stop. I did some research on the parts received and come to find out the front calipers are small, single piston, and I was now scared to drive the car. I spoke to **** * at Rockauto on 5/19/14 and he sent me what I thought was a link to a replacement front caliper part, when in fact it was a rear caliper part link; I have retained the email. Being concerned about potentially mis-leading data upon order, and, erroneous data from **** * on 5/19, on June 3rd 2014 I called the manufacturer *********. I spoke to a Product Tech support specialist there by the name of Ishmail, told him of my stopping issues, make and model of vehicle, pkg part # received. He not only told me that brake system is not good or safe for the vehicle, but, told me that pkg should Never EVER been made available for purchase when I keyed in my vehicle specs. He told me to call RockAuto, tell them what he told me and if necessary, he would do a conference call with them that the right pkg # should have been ****** with vented rear rotors. I thanked him very much, hung up , and immediately called Rockauto. I spoke to a CSR rep, told him the issue, and, told him I spoke to *********, that they said the pkg ordered should not have even been an option to consumer with this vehicle, and, we could do a conference call. The CSR rep seemed pretty "miffed" by my comments. Before I could say anything he said "i am calling him" and put me on hold before I could get a word out. Over 10 minutes went by, the rep came back on and said he spoke to the same guy at ********* and that guy agreed with him that the parts ordered were my fault. I told the rep I did not believe him and lets do the conference call. He stated "sir it's on YOU for choosing those parts. I told him as a consumer, not a mechanic, there's a high degree of reliance on the representation made by Rockauto that when using THEIR provided search engine, answering their posed questions relative to make, model, engine size, that the parts represented will in fact match the application and be safe. He reiterated his stance that it was all my fault. The conversation ended. I have since taken the car to a local mechanic who reviewed the system and with me there, went on the web site. He indicated not only is this brake pkg wrong for the car, potentially unsafe, but went on the site and noted Rockauto duplicates pictures from part to part. There's no way to descern visually what the heck the part looks like which for a consumer looking fir aftermarket parts, is huge. It is my contention that by Rockauto supplying me THEIR queried questions using THEIR search engine, the results of which convey affirmation to the consumer that the parts "offered for sale" upon a match of the questions, will in fact fit and be safe. Rockauto, by telling me it's still on me, admits the consumer is at risk of misrepresentation when using their mandatory search engine. I am seeking relief not a free lunch. If Rockauto sends me the pkg applicable and safe for my vehicle, I will gladly pay the difference ship me the pkg including front and rear vented rotors the size required for a Magnum RT 5.7,, ******, and pads, I will have the ****** professionally removed and I will pay to ship back. Since Rockauto deals in remanned parts, they should have zero issues taking it back and re selling them.

Desired Settlement: Ship me ******, front and rear vented rotors, I will pay the difference prior to shipping,, upon receipt and swap out, I will return the complete order ******** of ****** ups ground with signed receipt required

Business Response:

Based on the information the customer provided our representatives, he requires kit ******. The kit the customer ordered specified "w/Solid Rear Rotors" and was thus ordered incorrectly for his vehicle, which has vented rear rotors. As the customer has been informed, our return policy states if a part is ordered incorrectly and then installed, it is not returnable. However, after extensive review of the order and catalog listing, we are willing to make an exception to our policy. We are unable to allow the specific resolution the customer has suggested because we can not ship out such a large dollar amount of parts without having the original kit returned to us. However, we can offer either of the following resolutions:

Option 1: Return kit ******. Upon receipt of the returned kit, we will provide a refund of the part cost ($478.79) to the customer's original payment method. He would then be free to keep the refund or purchase the kit his vehicle requires (******) as a new order through the website.

Option 2: Place a new order online for the kit the customer's vehicle requires (******). Swap out the components of the old kit with the components of the new kit. Return kit ****** for a refund of the part cost ($478.79) to his original payment method.

Both options are exceptions to our return policy, especially considering this order is beyond our 30 day return policy, was ordered incorrectly, and was installed. Since such an exception is being made, we ask that the customer cover shipping costs associated with the order(s). We do, however, feel it reasonable to accept partial responsibility for the listing's clarity and allow the return for refund.

We welcome the customer's direct response via phone (###-###-####) or email (********************* ***** *****) indicating which of the resolutions he prefers.

7/7/2014 Problems with Product/Service | Complaint Details Unavailable
7/2/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered parts that according to their catalog fit my truck but they didn't I shipped them back according to their policys and I was told by a service rep I would not be charged for shipping because they were ordered for the right truck but did not fit according to their catalog but then they charged me almost 40.00 for shipping out of my refund and when I called them on it they went to giving me a bunch of run around and double side stepping the issue

Desired Settlement: my shipping they deducted be cause their catalog was wrong

Business Response:

We're sorry if there was a misunderstanding regarding the shipping costs on this order. When the customer ordered a Rotor and Brake Pad kit (POWER STOP Part # K1864) for his 2000 FORD F-150 4.6L V8, our catalog specified the kit was for vehicles with rear wheel drive and which were manufactured on or before 11/30/1999. The customer reported the lugs on his truck are 14mm and the lugs on what he received were 12mm, so the kit he received would not work for him. We asked him to verbally confirm his vehicle information, which he reported matched the details in our listing. The kit the customer ordered should, according to the manufacturer, work for a vehicle with the specifications the customer reported. However, considering the customer's unique fitment problem, we offered two solutions: we could either research the problem further and set up a return when more information was obtained, or set up a return for a refund of the part cost and half the shipping costs . The customer agreed to split the shipping costs of the order, and we refunded the customer the outbound shipping cost and the cost of the returned kit.

Since it is now clear the customer prefers a full shipping cost refund, we researched this matter further. According to our manufacturer, vehicles manufactured before 11/1999 with 2WD should have 12mm lugs. This indicates either the customer has a vehicle that is an exception to the rule, or that he was mistaken about the details of this vehicle. On multiple occasions, we requested the customer's VIN and/or a photo of the sticker confirming the manufacture date of his vehicle so we can determine where the problems lies. The customer said he was unable to provide a photo of the sticker showing his manufacture date, and said he would try to provide us with his VIN but was not sure he could. We have yet to receive this VIN information. Without this information to further research the problem, we must conclude that the customer was mistaken about details of his vehicle and by refunding out bound shipping we have provided more than what our return policy typically offers for an incorrectly ordered part.

 

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******** ******

 

 first off I did not agree to split the shipping cost with rock auto I did give them the date of manufacture but the vin number was not part of their order prod. I don't have a cameria  to take a picture of the plate and I just had a stent put in my heartlast thurs.and did not get out of hosp.till last sat.afternoon am not able to jump through hoops for them cause all their trying to do is find out why their parts do fit what their advertisement says it would not make the issue right

 

6/30/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered two upper control arms for a 2008 Dodge Magnum and only one of the two parts fit the car. The parts were less than $85.00 each. I had the car apart on a weekend and discovered the issue and I was forced to go to the retail market and pay $ 212.00 for the correct driver's side part. I could not wait for a return and replacement. I simply wanted to return the product and get my money back for the one part. I called and found out that since I threw the box away I could not return the part. I called again and I am to be given a credit of $30.00. They don't want the part back. I could not even figure out with the Rock Auto rep what the part fits. I ordered Raybestos parts and this one says BAW M34 BA which no one can figure out fits what car. It does not seem fair that I pay to get a part, get the wrong part and than have to go out to buy another and I get get a credit. I have bought parts from Rock Auto for the last couple of years and spend hundreds per year and you would think they could help a customer when the start of the issue was providing the wrong part. The order number is ********

Desired Settlement: I just want my $81.23 back.

Business Response:

We're sorry this customer received an incorrect part. Per our Policies page ( http://www.rockauto.com/lang/en/policy.html#Returns), we do not accept returns for parts which are not returned in their original part boxes. Our representatives understood that the customer received an incorrect part, so although we could not accept the return for a full refund we did offer the customer an exception to our policy. We offered a partial refund of $30, and we issued this refund on 6/12/14.

When we were informed that the customer was unsatisfied with this resolution, we contacted the customer by phone to discuss alternate resolutions. Per our phone conversation on 6/18/14, the customer has agreed to return the incorrect part for a refund of the part cost. He will pay to return the part since the part box was thrown away in his error, and we will refund the customer an additional $44.79 so that he will receive a total refund of $74.79 USD (the cost of the incorrect part). Upon return of the incorrect part, the customer will receive the remainder of his refund. We're glad we were able to reach a more acceptable resolution, and look forward to this customer's continued business.

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 catalytic converters from rockauto.com per the web site they were an exact fit, I also called customer service to confirm that the items would fit. I placed the order via the web and received everything on time once I took it to my mechanic to have the parts installed several hours later I was told by my mechanic that parts would not fit, we called Rock Auto shortly after so we could discuss what the issue is on why the parts didn't fit. My mechanic also explained to the rep that I just spent $270.00 to have the old parts put back on because of the new parts did not fit. The customer service rep was very helpful and said he would look into why the parts didn't work, I got an email a day later from the customer service rep stating below Dear Mr. Phillips, I am sorry the converters you ordered didn't fit. I notified the manufacturer's technician, ***** of the issue and he replied: We are updating cataloging on this over the weekend. Please have this customer order our part numbers: 18264 (Left) and 18299 (Right) for this application. I apologize for the inconvenience. Unfortunately, it appears, the manufacturer provided us incorrect information about the fitment of the converter. I have just sent via email the necessary return instructions for sending them back. Please follow those return instructions and send the part back to the warehouse for a refund. Once I got the above email I searched the new part numbers on rockauto.com that the rep suggested I get, 18264 is a catalytic converter and 18299 is a muffler which is not the part I need. So one of their replacement parts is still the wrong item on the website. I'm sending the parts back to get full refund. I called back on Monday to see about getting a refund on the $270.00 I paid to have my original parts put back on because of the Rock Auto and the manufacturer mishap, I was told by another customer service rep at Rock Auto that they don't have a refund policy on such things and its a lost that I have to take. I explained to the rep that this issue was on their end and I have to pay for it that didn't seem to be good customer service.

Desired Settlement: All I want is the $270 back that I had to spend to get the old parts put back on because of the Rock Auto and manufacturer mishap.

Business Response:

We are very sorry for the error we had in our catalog that resulted from inaccurate information from the manufacturer. Catalog errors are rare, but occasionally they do happen. We have fixed the error in our catalog. As our Warranties page (http://www.rockauto.com/docs/warranty.php) states, labor costs are not reimbursed by RockAuto and this manufacturer (******) does not consider labor claims. Thus, we are unable to reimburse any labor costs associated with this order. Upon return of the incorrect products, we will provide the customer with a full refund including all shipping charges.

6/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a hood for a 2012... for aproximatly $120. the shipping was $150+. after making delivery arrangments with me 3 times to deliver the hood, which was supposed to go to my residence, the delivery company negliceted to contact me on each occasion to tell me they would not be delivering it because they have no residential trucks available. even though i had taken off work or had somebody there to "sign" for it. which was a requirement for a residential delivery. I had to call them.. So i made arrangements to get it delivered to my business ( smaller truck not needed.. and closer for them to deliver) They state they will credit my account for the differance. I finally recieve my hood, thank goodness, because rental fees are killing me! only to find out that they shipped a 2011. They tell me thats what i ordered!!! my car is a 2012! so they then say i can return the hood at my own shipping expense and they will credit my account. so i take the hood to UPS and they give me a $300 quote to return the hood. Now mind you, after i return it i still have to purchase a new hood and pay for shipping and go through this whole ordeal again because im still without a hood!!! That would be over $600 in shipping and taxes for a $120 hood.. This may be a small deal to them but it is a great deal to me. I do not think this is any kind of way to conduct business. Thank you, **** ***** ****** ******* **** ****

Desired Settlement: I would like to return this hood at their expense and have my account credited for the whole thing. Product and shipping. (the whole thing was a disaster form the begining) I simply do not think this is any way to conduct business.

Business Response: On April 28th, 2014, this customer ordered a hood (Part # *********) for a 2011 KIA SOUL 2.0L L4. The cost of the hood was $120.99, and the shipping cost was $143.46, for a total charge to the customer's payment method of $264.45. The electronic records we keep reflect the information input at the time orders are placed on our website, and our records show this order was placed online for a 2011 vehicle. After an order is placed online, we display an order confirmation screen which shows the order information (part number, vehicle if applicable, price, etc.), and we send an order confirmation email which again shows the order information. The attached copy of this customer's order confirmation shows the customer ordered a hood for a 2011 vehicle. Since she has stated she has a 2012 vehicle, this would indicate that an error was made by the customer when the order was placed online.

This is the first time we have been notified about the delivery concerns the customer has raised. We apologize if it took several attempts for the carrier to deliver the hood. We have addressed this issue with our carrier, who reported that the reason they were unable to deliver to a residential address is they had a high volume of deliveries and did not have residential trucks available for delivery, as the customer notes. On behalf of the carrier, we apologize if the customer did not receive a call from the carrier notifying her that delivery would be delayed. The tracking information does show that the hood was delivered on May 7th, 2014, six business days after shipment and within the expected time frame for delivery. We have not been informed of any pending credit from the carrier, but looking at our billing records from the carrier shows that the usual reconsignment fees the carrier charges were waived due to the inconvenience the customer experienced with delivery.

As our Policies page states, “Everything we sell is returnable for full part cost credit within 30 days.. Shipping charges are not refundable unless the return is due to our mistake.” When the customer called our representatives to report that she has a 2012 vehicle and we saw that the order was placed for a 2011 vehicle, we offered the customer a return for part cost. Due to the size and weight of this particular part, the cost of returning the part likely outweighs the price of the part (as the customer has indicated). It is the customer's decision whether they wish to return the part or not, but since the return is not due to our mistake no shipping costs would be refunded.

6/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a product on May 25th with two day delivery. Delivery day is 6/2 even though 2 day shipping cost 18 dollars for a 8 dollar part. Customer service has been unhelpful at this point suggesting I can return the part for a net loss. Poor customer service..:

Desired Settlement: Refund difference for expedited shipping

Business Response: We apologize for the confusion surrounding this order. Our records show this customer placed an order on May 27th (Tuesday) just after midnight and received it on Monday, June 2nd. Due to unanticipated delays at our warehouse, we added a two business day delay to the part listing in the afternoon hours of Tuesday, May 27th. When the customer called, our representative was misinformed and thought this delay had been there for several days. However, the customer is correct: he paid $18.05 for 2 Business Day Express shipping and actually received Ground-level delivery service (priced at $9.92). For this reason, we agree it is reasonable to refund the customer the difference between 2 Business Day Express and Ground shipping. We have issued a total refund of $8.13 to his original payment method. Once again, we apologize for this late order and hope this customer considers doing business with RockAuto in the future.

Consumer Response:

[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,

 

******* *******

6/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Rock Auto order # is ******** I purchased a cooling fan assembly from Rock Auto on 04/25/2014 Using their online catalog, I ordered a cooling fan assembly for my vehicle. Their (Rock Auto) online catalog shows the the item ordered fits my vehicle. When the item arrived, I found that it in fact did NOT fit my vehicle. I called Rock Auto to initiate a return of the item. Since it was an error in there catalog that caused the issue, I should receive a complete refund (part+shipping) of $117.02, but, Rock Auto is refusing to refund the original shipping, claiming that its my fault that their catalog provides the WRONG part listing for my car. I verified with Volkswagen of America, there is ONLY 1 main cooloing fan used on the 2001 Volkswagen Beetle Sport 1.8t (VW Part #1CO-959-455-A). Rock Auto is claiming that there are MULTIPLE fans that were used on the 2001 Volkswagen Beetle Sport 1.8t and that is why it's my fault. For my specific vehicle, there is only one fan. Rock Auto has the wrong fan assembly listed for a 2001 Volkswagen Beetle Sport 1.8t I would like my shipping charge of $8.92 refunded to me.

Desired Settlement: I would like my shipping charge of $8.92 refunded to me.

Business Response:

This customer placed order #******** for the cooling fan assembly DORMAN Part # ******, which we list for a 2001 Volkswagen Beetle with a 1.8 liter L4 turbocharged engine. The listing in our online catalog specifies “3 Wire Harness” and “3 wire connector,” which indicates this assembly is for vehicles requiring a 3 wire connector. The listing also includes photos of the part that reflect this 3 wire connection. Further, the “Info” page for this listing lists alternative part numbers for the part. None of the alternative part numbers listed on this page (Alternate/OEM Part Numbers: *********** *********** *********** ********** ************** *********** ***********) are an exact match to the number the customer was reportedly given by Volkswagen of America (VW Part #*************). This information indicates that the part the customer needs differs from the part he ordered from our catalog.

The customer called us after receiving this item and reported that he needed a part with a 4 wire connector for a fan with 3 speeds. Since our catalog listing specifies a 3 wire connector, the customer ordered incorrectly. Per our return policy (http://www.rockauto.com/lang/en/policy.html#Returns), shipping charges are not refundable unless the return is due to our mistake. We offered the customer a return for a refund of the part cost. The customer indicated he was upset about ordering incorrectly. Considering the customer's order history with our company, we made an exception to our policy for the customer's benefit by offering to pay for the return shipping cost of the product. The customer accepted this offer.

We have confirmed on multiple occasions that this particular vehicle had two options for connectors. Vehicles with 3 wire connections have dual speed fans (two speed options), while vehicles with 4 wire connectors like this customer's have variable speed fans (more than two speed options). The customer ordered incorrectly. Our catalog does not have an error. We have already gone beyond our policy by paying for the customer's return shipping costs. RockAuto will not be refunding the customer for the original shipping cost of this order.

Consumer Response:

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.

Nowhere in Rock Auto's listing/guide does it state that there are multiple fan variations for my vehicle, in fact, the listing implies only one fan (3 wire) is used on my vehicle as there is nothing in the listing to indicate otherwise. Unfortunately, Rock Auto obviously cares more about their 8 bucks for shopping than customer satisfaction. I do not except their version of events nor there response to me. In their first reply they indicated they they had knowledge from Volkswagrn that the were multiple fans used, yet nowhere in there parts listing do they mention this fact leading customers to believe that only one fan is used. Since they had the information, and did not note it in their listing, they are responsible for the mistake. 

Regards,

**** ************

 

 

Business Response:

Our online catalog lists products that are in stock. The catalog is not a technical guide to the vehicles we carry parts for. If a vehicle exists with both 4 wheel drive and 2 wheel drive options, for example, and we only have a part in stock that will fit 4 wheel drive vehicles, then our catalog will list the available part alongside the 4 wheel drive specification. If a customer with a 2 wheel drive vehicle bought the part, we would not expect it to fit and function in his vehicle. He could return the part for a refund of the part's cost since he did not order according to the specified details in our listing.

Similarly, this vehicle exists with both 3 and 4 wire options and we only have parts for 3 wire vehicles. We only list those available parts alongside the 3 wire specification. This customer purchased this part for a vehicle that requires 4 wires, so according to the listing it would not be expected to fit and function. Not only did we provide the customer with a refund of the part cost, we went above and beyond our policy to cover the cost of returning the part to us.

As a retailer, we provide customers with the relevant information they need to order parts for their vehicles. In our listing, we stated what we have in stock and the product's details. The customer incorrectly inferred that this was the only option for his vehicle. He did not match the details in our listing (3 wire) with his vehicle's needs (4 wire), which is why no further refund will be issued.

6/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back on November 6, 2012 I ordered 2 outer tie rod ends. 6 months the rubber boot was completely wore out. I called at that time and was given options, either return the parts and when they get them they will send new ones out (which is crazy, who can be without a car waiting for parts that shouldn't have been worn out in 6 months) or return the parts for store credit (why would i want that when again the parts I ordered only lasted 6 months) or return the parts with a full refund. At that time I haven't had the money to replace the parts or the time or the extra vehicle to mess with it all. These are clearly 5 year warranty parts or 100,000 miles. They need to honor that and give a full refund when parts are returned. I called today (5/24/14) and spoke with an Abby who was completely out of line and had terrible customer service practices. She gave me the first two options and that was it. We asked to speak with a supervisor after awhile of not getting anywhere with her and she said there wasn't a supervisor. She was very rude and wasn't honoring the 5 year warranty. Parts shouldn't fail in 6 months and people shouldn't have to sit without a car for weeks to wait for a part that should last years. Employees should go through extensive customer service training on how to deal with situations like this and warranty issues shouldn't be a hassle. This company should honor what they say.

Desired Settlement: I would like a full refund in a check because the credit card number they have on file I no longer have. I am more than happy to return the defective tie rod ends and wait for a check to come to me in the mail. My refunded check should total $57.88. It is not a lot, but enough to make me happy as a customer and not have to go farther to get a positive outcome for poor products I received.

Business Response:

This customer placed order #******** on November 6, 2012 for two tie rod ends (Mevotech part numbers MS40609 and MS40610) for a 2007 FORD EDGE 3.5L V6. As our website states, these parts are covered by a manufacturer warranty of 5 years/10,000 miles. As stated on our Warranties page, “Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses.” It is not common practice for manufacturers to provide full refunds within their warranty period. As a retailer, we uphold the warranty of a part replacement through the manufacturer.

The customer contacted us on July 28th, 2013 to report that both purchased parts had cracked boots. At that time, our representative informed the customer of the 5 years/10,000 miles warranty offered by the manufacturer and offered two warranty replacement options:
  1. Return the parts, and as soon as we see they're in transit to us we would reship the parts to her

  2. Purchase the same part number through our catalog. Swap the parts out, then return the defective parts for a refund of the cost of the new parts + outbound ground shipping.

Customers are responsible for return shipping costs. No return of the defective parts for a refund was offered without the purchase of the same part number from RockAuto. The customer did not select a warranty option at this time and we did not hear back from the customer for another 10 months.

The customer contacted us again on May 24, 2014 reporting the same problem. They reported that they purchased the new parts through another retailer (AutoZone) and now wanted a refund. Our representative explained that this was never a warranty option, but in case of any miscommunication offered the customer an exception to our warranty policy: a return of the parts for a refund of the parts' cost in the form of store credit, which could be used on future purchases.

We apologize for any unintentional rudeness from our representatives. At the time the customer called in, our representative informed the customer her supervisor was not available at the time but, considering our warranty policies, any other representative would offer the same return options and exception. Not only are we honoring the manufacturer's warranty, but we are offering an exception to policy on the customer's behalf. While no refund in the form of a check will be provided, we can offer the previously-stated warranty return options. Alternatively, we are willing to uphold our offer to make an exception for the customer and provide a refund in the form of store credit for the cost of the parts ($43.66) upon return. Since manufacturers' warranties do not cover shipping costs, shipping costs will not be refunded.

Consumer Response:

[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 some what satisfactory to me.  I need to know how to go about placing an order for the balance due to me via store credit.   

Regards,

 

******* *******

6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a timing belt component kit for my 2002 Ford Focus back in November 2013. I had my mechanic swap out the parts last month and just 2 two weeks ago the timing belt snapped due to a defective tensioner that came with the timing belt kit. My mechanic then dismantled the engine parts to discover that the tensioner failed which caused the belt to snap. He advised that I contact the manufacturer (Airtex) for support. So I contacted them and they said they do not deal with consumers directly and told me to contact my point of purchase to initiate the claim. So i contacted Rock Auto and they were no help. I mentioned that one of the components failed causing damage to the engine and to assist me recoup at least the cost of the parts that had to be replaced. They offered only one option, for me to buy a new kit and then return the old parts to them. If I had another car to use I would have done that. I offered to them that i would send the tensioner that broke so they could send to Airtex to begin a claim process, but they chose to ignore me, and instead tell me that they have sold multiple kits and I am the only one to have an issue. As a consumer I am not satisfied with this solution, or the fact they tell me that the parts they sell are high quality when in reality I have proof that they are not in fact perfect.

Desired Settlement: Because the damage was caused by a part that was part of a kit, in reality i would like wither Airtex or Rock Auto to cover the repair bill of my car as the engine head was damaged due to the failed component. If that is not feasable, I would at least like one of the two companies to at least cover the parts portion and rebuilding of the engine head costs, the rest of the bill which consists of labour costs involved for taking apart the engine, cleaning and putting it back together I will cover.

Business Response:

We apologize that our representatives did not offer to begin a claims process through the manufacturer on behalf of this customer. As our Warranty page explains, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product. Manufacturers' warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses are covered. We offered the customer a replacement of the same part, and explained he can order a new kit, replace the defective parts from that kit, and then return the kit for a refund. However, in rare cases manufacturers will consider labor claims. In this case, since this particular manufacturer does consider labor claims, our role as a retailer is to assist the customer through the labor claim process. Our representatives will be in contact with the customer directly to initiate this process. The final decision will be made by the manufacturer, and RockAuto is unable to influence this decision or provide reimbursement should the claim be denied.

Consumer Response:

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,

 

******* ******

 

 

 

5/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a A/C heater blower motor for my car and I was sent a blower motor with three holes instead of five, yet they advertised a five hole blower motor, if they had told me that three hole would fit the five hole mount I would not have wasted their and my time I talked to three different people and none of then seemed to know what I was talking about, one person indicated that I did not know what I was talking about. I bought a blower motor from a parts store and paid twice as much for it, It cost me over two hundred. but they did tell me that the three hole was made to fit my car. that Rock Auto did not do! I hope my next experience with Rock Auto is much better than it was this. If not I will go some where else. ***

Business Response:

When this customer ordered a blower motor for his vehicle, the photo we had on our catalog showed a product with five bolt holes. When the customer notified us the motor he received had only three bolt holes, we investigated and found the photo we listed required an update. We updated this photo in our catalog to reflect the motor we sell. We also offered the customer a return for a full refund, since he did not receive what was advertised.

At the time our representative initially spoke with the customer, we were not aware that both the three and five bolt designs would work for this customer's vehicle. Upon further investigation of this listing, we confirmed with our manufacturer that both designs would in fact work for the customer's vehicle, so we communicated this information to the customer. Since the customer had already returned the product to us, we provided a full refund for the order and informed him he could either place another order for the product if he wished to source it from RockAuto or purchase it locally if he preferred.

We apologize for any unintended rudeness from our representatives and for any inconvenience that resulted from not having more information about the product at the time the customer initially called us. The customer has been refunded in full for this order.

5/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Subject: RockAuto Order 19945390 - OUTSTANDING DEBT -- CARD NEVER CHARGED Good Morning. It appears that although we shipped this order we never received payment in the amount of $112.97 as there was a glitch in our system which accidentally voided the authorization we obtained so nothing was charged to the card. We will require the outstanding debt to be paid prior to shipping any future orders -- Please contact us for additional information and payment options. After receiving this e-mail I contacted RockAuto's customer service via phone. I advised them that I was very frustrated about this e-mail. I tried to get the representative to let me speak with someone of higher authority or the department that sent this e-mail but the representative refused. I advised that there can be no resolution to this e-mail unless I get a returned phone call from someone of higher authority or the department that sent the e-mail. The representative didn't care and said that I would just be banned from future orders. On 4/30/14 my Dad contacted RockAuto to inquire about why his order was canceled with no regard of an explanation. He was advised that it was due to me not paying for product that I received. I called RockAuto customer service back and spoke with ***** at extension 245. I asked him if I could speak with someone of higher authority and he said there was no one available and that he could help me. I began explaining my situation and he said that everyone at the address would be blocked due to an unpaid balance. I told ***** that this makes no since. I tried to make the following points to him: Why would they block a paying customer from ordering over something that was their mistake to begin with? Why would they block the address to begin with? Let's say that it was a rented property and the tenants changed. Why would future paying customer be banned? Why would RockAuto ban good customers that have spent hundreds and hundreds of dollars with them over something that was THEIR fault? What if a customer's financial situation has changed. Let's say that during the time of the order there was money budgeted for the items ordered and several months down the road RockAuto figured out THEY had a glitch in their system and demanded payment when money was not budgeted. It would make no since to block a $400 order over not receiving $112.97. ***** did not care about any of my points and advised that RockAuto had no interest in dealing with dishonest people and then turned around and said he was a supervisor and he had nothing further to say and hung up on me.

Desired Settlement: I would like a written letter of apology from the president of RockAuto. I want the satisfaction of knowing my complaint was taken to the top and the president is aware of how negative my interaction has been with his/her company. My friends and family have spent hundreds of dollars with RockAuto and RockAuto has no reason to treat us like this and for me to be called dishonest and hung up on. I put my credit card information in when I placed the order and if RockAuto did not manage my secure information properly that should not be at the fault of the consumer. It also raises questions about the security of my personal information. Multiple times RockAuto has charged, refunded, and held my funds with their wacky payment system. It's the cost of doing business for RockAuto to eat the $112.97 for their failed payment system. I tried to call and make it right but their customer service lies and makes deceptive comments. I plan to take further action if there is no resolution. The BBB will be my first attempt at a resolution with RockAuto.

Business Response: We apologize for the inconvenience of the additional request for payment that we made, and if our customer service was anything less than professional. However, having discovered that Mr. ****** received an order without ever being billed for it, we feel that it is reasonable to request that, after having the chance to verify this in his account, he pay us for the order that he received. He chose not to cooperate, and we can't oblige him to. But having lost the cost of that order due to the combination of our admitted error in billing and his refusal to pay for the parts that he received, we are also not obliged to accept future orders from him.

Business Response:

After further review and escalation of this customer's unique case, we contacted the customer by phone to discuss a resolution that provided a compromise between the customer and RockAuto. During the phone conversation that took place between our billing department and the customer on May 13, 2014, we provided a verbal apology for our initial mistake which resulted in RockAuto not collecting the customer's funds. We are continuing to investigate this rare occurrence and have since put preventative measures into effect so future customers do not experience similar problems.

We also offered our apologies for the treatment the customer received from our representatives, who ought not have implied the customer had intentionally committed a fraudulent act. We have discussed the customer's case with these representatives to prevent future communication of this kind.

The customer remains in possession of parts for which we have not received payment. Considering our initial mistake and further mishandling of this situation, we offered to have the customer pay for only one of the two items he ordered and to waive all shipping charges associated with the order. The customer agreed to pay RockAuto $22.79 of the $112.97 on the order, or about 20% of the order total. As stated in our phone conversation, upon receipt of this payment the customer will again be able to place orders with RockAuto. The customer now understands how we relate orders together for security purposes and that related orders can be processed once this $22.79 is paid.

Consumer Response:

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,

 

*********** ******

 

 

 

5/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Called RockAuto and requested A/C Compressor, the representative identified part # *******. After paying the $47.00 to Express Ship the part, Mechanic informs me that the part is incorrect. I expected the representative to provide the expertise needed to correctly identity the A/C compressor, not the clutch. RockAuto should have caught this?? Seems suspect that RockAuto encourgages customers to complete the order online, there is no one at RockAuto to refer back to. The resolution should be easy to fix, refund the 47.00 shipping cost. Talked with an inital representative, escalated to a *****/supv at the Wisconsin "Corporate Office", then talked to a *** who advised that eveyone has the same authority there?? I am requesting that RockAuto discounts the correct part by the 47.00 paid due to the oversight.

Desired Settlement: I am requesting that RockAuto discounts the correct part by the 47.00 paid due to the oversight.

Business Response: Mr. ******* ordered a Denso 473-0227 through our online catalog. This part is listed in the "Heat & Air Conditioning:A/C Compressor Clutch" category when searching with his vehicle information (1998 Mercedes-Benz C230 2.3L L4) at www.rockauto.com, and carries an item description that says "Compressor Clutch", with a picture that shows a compressor clutch. The A/C compressors can be found in the "A/C Compressor" category, and the pictures and descriptions make the difference clear. While it is possible that there was some misunderstanding about exactly what he was looking for when speaking to a representative at RockAuto, it does not seem reasonable that we are responsible for him ordering this part without paying attention to the category, description and picture of the part. He can return this part for a refund of the cost of the part, but we won't be covering shipping costs that we paid to ship his order, and while he is welcome to buy the part that he really needs, we can't offer an additional discount just based on the fact that he chose the incorrect part the first time.

5/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They have refused to refund me a core charge even after I sent the item back to them. They say the item is unusable and I am in agreement with them. That is the whole purpose of me having to buy a new one. It is an unethical way for them to collect large sums of moneys from customers with the promise of a return when there is never going to be one issued. Customers do not but new car parts if the old ones are still useable therefore Rock autos claim of a core charge is invalid because they never had any intention of refunding that money to me. I was cheated out of an additional $100.00 because of this.

Desired Settlement: Refund me my $100 core charge.

Business Response:

This customer purchased a crankshaft from RockAuto. Some parts we sell, like this crankshaft, are remanufactured and have core charges associated with them. The core charge is a deposit that the manufacturer charges us, and which we pass on to the customer, to encourage the return of old parts to be remanufactured. Customers pay the core charge when they place their order. If the core is returned to the manufacturer and is in rebuildable condition, then core charge is refunded to the customer, the manufacturer rebuilds the part, and the part is resold.

As our FAQ page states, “Cores must be complete, rebuildable, fit the same vehicle application and be returned in the box the remanufactured part came in...Obviously, the core won't be working well (or you wouldn't have replaced it) but it can't be smashed, rusted solid, or otherwise unusable (http://www.rockauto.com/lang/en/policy.html#Cores).”

When our manufacturer received this customer's core, they found that it was not able to be rebuilt because there was a damaged keyway. Thus, the core could not be rebuilt and resold, and no core credit could be provided. We contacted the customer to inform him that the core was unable to be rebuilt and asked if he would like to have the core returned to him. We explained that as an exception to our policy (which states that the customer is responsible for the return cost of cores) we covered the cost of returning the core to our manufacturer, so if the customer wanted the core back he could pay to have it shipped back to him. The customer replied with a lewd response that indicated that he did not wish to have the core returned back to him. In accordance with the customer's preference, we did not return the core to the customer.

To clarify, we do not expect cores to be in working condition, but they do – as our FAQ page states- need to be in rebuildable condition and this customer's core did not meet this criterion. We do not, as the customer indicates, promise or guarantee that the core refund will be issued, and we publicly inform our customers that cores need to be rebuildable in order to be refunded. It is rare that a core is not rebuildable, but in this case it was not able to be rebuilt. We have gone beyond our usual policy and covered the cost of returning the customer's core. No refund will be issued to the customer, considering RockAuto has abided by a standard core return policy and has already payed for the customer's return shipping costs.


5/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered an AC compressor kit from Rock Auto on Monday April 14th 2014 and had it installed by an AC mechanic on Saturday April 19th 2014. The AC compressor clutch would not engage and mechanic informed me that the brand new AC compressor was bad. I paid $390 to have the new compressor installed and I was told by Rock Auto that they would replace the brand new compressor with a new compressor but I would have to pay an additional $390 to have the new compressor installed.

Desired Settlement: I want to be refunded the $390 for the labor cost of having the second new AC compressor installed.

Business Response:

When this customer called us to report that the A/C Compressor that he ordered was not working properly, according to our warranty policy we offered the customer a replacement compressor under warranty or a return of the A/C compressor and component kit for a refund. The customer indicated that he preferred a replacement of the A/C compressor. When the customer requested we pay for his labor costs for installation, we explained that neither RockAuto nor the manufacturer covers labor costs under warranty. As our FAQ page states, “Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses” (http://www.rockauto.com/docs/warranty.php). Thus, no reimbursement of labor costs will be granted to the customer. Should the customer wish to continue with a warranty replacement of the A/C compressor or a return for a refund of the A/C Compressor and Component Kit, he is welcome to contact our customer service team to arrange the warranty replacement or refund.

5/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an item from them and included all of the correct address information. I have a PayPal receipt which includes all of my correct business address information. RockAuto did not include all of the address information for the item and it was returned. I was returned the money for the item, but they would not include the shipping. I would like to include an attached copy of my PayPal receipt with all of the correct information including the street address.

Desired Settlement: Return of the shipping amount.

Business Response: When this customer placed order #******** on 3/14/14, he paid $54.79 for the part and $5.46 to have the part shipped to him. He was asked to enter a billing and a shipping address as well as a payment method on the final checkout page. The customer entered his address information and selected PayPal as his payment method. He then hit the “Place Order” button and submitted his payment via PayPal. Our system is set up to capture the exact billing and shipping information as it is entered on this final checkout page and process the order in accordance with the information input when the “Place Order” button is pressed. Contrary to what the customer has stated, at the time the “Place Order” button was pressed our records show that the following shipping address had been entered onto the order:

****** *****

******* ******** **** *******

*********** ** *****

This is reflected on the order confirmation that the customer received moments after placing his order (see attachment). The customer did not request any address changes after we sent out this order confirmation, so we shipped his order to the shipping address he provided on the final checkout page.

Regardless of what PayPal has on file for this customer, RockAuto ships to the address that the customer enters on the final RockAuto order page. PayPal is a separate entity and the information they have on file does not necessarily reflect the information RockAuto has on file for any given customer.

When the customer contacted our representative on 4/10/14, he communicated that the complete shipping address should have been:

****** *****

******* ******** **** ******* *** ******** ** *********** ** *****

Because the customer did not enter a complete address on RockAuto's final checkout page at the time of purchase, the carrier was unable to deliver the shipment and returned the shipment to our warehouse. When the part was received back at our warehouse, we issued the customer credit in the amount of $54.79 for the cost of the returned part. As an exception to our usual policy, we have already covered the cost of shipping the product back to our warehouse rather than charging the customer for the cost of return. The customer has since reversed his PayPal payment for the full amount of this order. We will not be refunding the $5.46 outbound shipping cost lost due the customer's error.

Consumer Response:

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.

Regarding the companies response.  I maintain that:

First and foremost, no business should ever ship an order without a street address.  RockAuto had both my telephone number and a PayPal confirmation with the correct address and should have checked shipment before it left.

Second, I am not convinced that their system correctly captures all information perfectly as they claim and I am not convinced I left out the street address.  If they did not have what they needed to ship they should not have shipped it and charged me anyway without a street address.  

Their justification is absurd.

Regards,

**** *****

 

 

Business Response:

In response to the customer's claim that “no business should ever ship an order without a street address,” we respectfully disagree. Not all orders that RockAuto ships are shipped to street addresses. Even eliminating PO boxes, APO addresses, and FPO addresses, RockAuto often receives orders that do not contain specific street addresses. Customers in rural areas, for instance, may find that they consistently enter the name of their business along with their city, state, and postal code, and their local carrier is familiar enough with their location that they know to deliver to a specific street address without them having to list this on their final order page.

However, to help prevent shipping problems from occurring, whenever the shipping address entered on an order is not recognized by FedEx, our website shows a notification (see attached screen shot) asking the customer to verify the address to ensure that the address being entered is indeed the address the customer wishes to ship to. When the customer's exact order is replicated on our website and the address on the customer's RockAuto order confirmation is entered as the shipping address, this notification is shown. The customer would thus have seen this message and clicked “Ok” before placing his order.

Once again, PayPal is a separate entity from RockAuto. It is a method through which customers may choose to submit payment, but RockAuto does not have access to the customer's PayPal receipt. Our shippers do check the shipping address before shipment, and they do so off of the RockAuto confirmation information that the customer supplied our company. It is not uncommon for customers to have one address on our order confirmation and another on their PayPal account. It is the customer's responsibility to submit an accurate address on the final order page when RockAuto asks for one. We warn the customer if the address does not match FedEx's system. Then, we send an order confirmation email so that customers may verify the shipping information on their order. RockAuto provided the customer with ample opportunities to adjust any error he made in his shipping address both during and after his order was placed.

Regardless of what the customer believes to be true regarding our ordering process, the fact remains that our ordering system copies the address information verbatim from what is present on the final order page at the time the “Place Order” button is pressed. This same information is then presented to the customer both on the order confirmation page and in the order confirmation email. It is unfortunate that the customer remains unconvinced of this fact, but that does not change how our system operates. There would be no advantage to shipping customers' orders to addresses they do not want them delivered to, especially considering we do not profit from shipping charges.

It is unfortunate that the customer finds our presentation of factual information absurd, but we maintain that since RockAuto made no error, no refund to the customer is appropriate in this situation and we will thus not be issuing a refund to the customer. Should the customer need clarification of how to enter a billing and shipping address on our final checkout screen, our representatives would be happy to assist him through the process via either phone or email.

5/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Raybestos brand brakes from RockAuto, LLC - (PG 473 - part #). I tried to install the brakes but they are defective & are NOT safe to install on my auto. It's against the law to sell defective parts and/or install them. I called to ask if I could return them & the supervisor I spoke to said "it's my problem" & hung up. Raybestos Brakes, Inc - will also follow up & inspect the brakes. Raybestos is looking into if they should drop RockAuto, LLC as a supplier for these actions. I've also contacted an Attorney if RockAuto, LLC refuses to refund my money. This may result in criminal charges and/or up to and including a lawsuit. It's best to fix this now or pay more for it later. This notice will also serve as a 30 notice of intent to sue.

Desired Settlement: Refund my ENTIRE amount - shipping too! $80.00

Business Response:

On January 28th, 2014 this customer ordered a set of brake shoes, part #473PG, on order #********. The total cost of this order was $63.28. On March 4th, 2014 the customer placed a new order for the same part number on order #********. The total cost of this order was $80.00. The customer thus spent a total of $143.28 with RockAuto between these two orders.

On March 10th, the customer contacted us regarding order #******** to report that these shoes did not fit his vehicle due to the front (primary) shoes being too thick. We contacted Raybestos for more information, who informed us that the thickness should be the same for all four shoes. We called the customer and left a voicemail relaying this information. On March 12th, the customer set up a return himself online for order #******** using our automated return system. We issued a refund to the customer for order #******** in the amount of $26.77 on 3/21/14.

Also on March 12th, the customer called us to set up a return on order #******** with the same complaint. Our representative misunderstood a note on order #******** and thought that the customer had ordered incorrectly. The order was outside our return window, so we offered the customer an exception to our policy and offered a return for store credit for the part. The customer declined this offer. We apologize for this misunderstanding and and any rudeness he may have experienced. We have spoken with our representative to ensure the same problem does not occur in the future.

We have since researched this product with our manufacturer, Raybestos. We have received contradictory information surrounding these brake shoes. Specifically, we have been told that they will and that they will not work for a vehicle with a police package, which the customer has. We have been told that all four shoes should be the same thickness and that two shoes should have a different thickness. Further, we have been told that there was an issue with these shoes that Raybestos has addressed, though we are still waiting to receive specific details about the reported problem from Raybestos. This reported problem has resulted in the customer being refunded $80.00 from Raybestos in the form of a check.

We never intend to sell defective items to customers. If something arrives that is defective, we work to resolve the issue via refund or reshipment. As a retailer, we rely on information from our manufacturers to determine instances where returns and refunds are appropriate. The information we received from our manufacturer was unclear, and we are currently working to resolve this with Raybestos. It is clear that not only was there a misunderstanding from our representative, but there was and continues to be unclear information coming from our manufacturer. As of 4/11/14, the customer has been refunded $106.77 of the total $143.28 that he spent on these two orders. Rather than asking the customer to wait until we receive further information from our manufacturer about these products, we feel it is most appropriate to issue the customer a refund for the remaining $36.51 that he spent with RockAuto as he has requested. He will see this refunded to his original payment method (Visa) within 5 business days, and he will receive an email notification when the refund has been issued.

Consumer Response:

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 had to pay for express shipping on these orders - It's not my fault the shoes in question were defective.  The offer should include shipping fees.   I had the shoes sent to a foresnic auto expert who took photos and measured the thickness.  One set was 7 mm and the other set was 8 mm - clearly one set was defective from the plant.  In addition, only GM is allowed to sell the shoes for this car & only GM can install them - they are special Police edition brakes the average person can not have access to.  The company should have displayed this - O'Rielly's & Baxter Auto Parts have this part flagged in their catalog.

 

Regards,

***** ****

 

 

Business Response:

We can not confirm the accuracy of the information provided by other retailers. However, we are being told by our manufacturer (Raybestos) that these brake shoes are suitable for aftermarket purchase. We will continue to keep our data up to date regarding this part listing and should these need to be removed from the online catalog, they will be.

We agree that shipping costs should be included in the customer's refund. Since Raybestos refunded the customer directly in the amount of $80, we refunded the remainder of the costs (including shipping costs) that the customer paid for the two orders he made with RockAuto. Between Raybestos and RockAuto, the customer has been refunded in full – both part costs and shipping costs – for the two orders (orders ******** and ********) that he made with RockAuto.

For clarification, please see this breakdown of costs associated with the customer's relevant orders with RockAuto:

Order ********

Amount Paid by Customer: $34.79 part cost + 28.49 shipping cost = $63.28

Amount Refunded to Customer: $36.51

Order ********

Amount Paid by Customer: $34.79 part cost + $45.21 shipping cost = $80.00

Amount Refunded to Customer: $ 26.77 (RockAuto) + $80.00 (Raybestos) = $106.77

Combined Totals

Amount Spent by Customer: $63.28 + $80.00 = $143.28

Amount Refunded to Customer: $36.51 + $106.77 = $143.28

 

Thus, the customer has received a full refund of all costs associated with these two orders as he has requested.

4/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a set of brake pads by Powerstop Evolution Zero Noise Tolerance #****** front and back for a 2011 Chevrolet Tahoe from Rock Auto, LLC on line. The website and box claimed that this brake pads are noise free, and that was the main reason for making the purchase. After installation they appeared noisy. I called Rock Auto, LLC and the technician told me that this certain brake pads took a certain amount of miles before the brake pad would brake in and stop being noisy. After 4000 miles( plenty of miles for a brake in) they continue to make a very loud noisy whistle to the point that I have to close my window. I called back to Rock Auto, LLC and this time they told me very straight forward that I should of have sent the brake pads back immediately ( which is impossible to do when the brakes are already installed in the vehicle) They claimed that there was nothing that Rock Auto could do to address my defective brake pad noise. They were sold as Zero Noise Tolerence. Now I have to have this brake pads removed and make another brake pad purchase on top of the one hundred dollars I spent with Rock Auto. I bought this certain brake pads because they are advertised on the web site and the box ( Zero Noise Tolerence) but they are not, they are very noisy . I want Rock Auto to back up their merchandise and refund my money back. Defective merchandise!

Desired Settlement: I will send back the defective brake pads and for Rock Auto, LLC to fully refund my account, including the purchase of the brake pads, tax and ship and handling for a full refund - The brake pads have very low miles, they are just too noisy they are defective.

Business Response:

This customer placed an order for two sets of brake pads on August 17th, 2013. In our catalog listing and under the Warranties page on our website, we list that these products are covered by a 2 week/500 mile warranty through the manufacturer. We also list on our FAQ page that all products we sell are under a 30 day return policy through RockAuto.

On February 1st 2014, over 4 months after his purchase, the customer notified us for the first time that he was experiencing noise with these brake pads. To clarify, we do not staff any technicians at RockAuto. However, when our representative noticed that these products were no longer covered under warranty, he offered the suggestion of following a common break-in procedure to see if that might help with the noise. When the customer contacted us on March 1st reporting that the break-in procedure did not fix the problem, we informed the customer that since the products were no longer covered by the 2 week/500 mile warranty, we were unable to assist him through a warranty replacement or refund.

As our Warranties page states, “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. If you have a problem with a part during the warranty period, please contact us and we will arrange a return and replacement of the same part (http://www.rockauto.com/docs/warranty.php).” As a retailer, we assist our customers through manufacturers' warranties. Had the customer informed us of the problem he experienced within the warranty period or within our 30 day return window, we would have been able to help him replace these parts or return them for a refund. However, when we are informed of a problem after it occurs and the product is outside of the warranty period, we are unable to replace the product or provide a refund. No return or refund of these products will be permitted, considering they are no longer covered by the posted warranty and were not under warranty when RockAuto was first informed of the problem.

Consumer Response:

[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,

 

**** *******

 

 

 

4/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Rock Auto is selling a part that they claim is a direct replacement for my Ford diesel pickup. After reading their item description on their website and discussing the particulars with them on the phone it sounded like the part would fit. It was a oversized part and required to be shipped on a truck which was very costly. After receiving the part, I discovered that it was not in fact the correct part for a diesel pickup but it was instead for a gasoline pickup. Rock Auto asked me for verification of the part number which I did as well as sent them photos demonstrating that the part would not work. Rock Auto offered a full refund if I returned the part which I did. However they only refunded the original cost of the part but did not reimburse any shipping. To date I paid $158.45 for the part, $172.49 in shipping and $62.00 for return shipping. They have only reimbursed the part cost of $158.45.

Desired Settlement: I believe rock auto misrepresented the part in their online description as well as on the phone. After I did some checking with Ford and other aftermarket retailers they are selling a part that is incorrect for the application. Rock Auto needs to do some fact checking and change the item description. Rock Auto needs to reimburse me all of the shipping charges I incurred because of their faulty information.

Business Response: When this customer placed order #******** for a radiator support (VARIOUS MFR Part # FO1225121) for a 1995 FORD F-250 with a 7.3L V8 diesel turbocharged engine, RockAuto listed that this part was a radiator support with a maximum height of 24” intended for vehicles with diesel engines and which do not have Air Conditioning (“Maximum Height= 24; w/diesel engine; Radiator support; w/o A/C”).

When the customer contacted us on 3/29/14 to report the product he received was the wrong size for his vehicle, he confirmed his vehicle information and that his vehicle has air conditioning. The customer also sent us photos of the part he received against his radiator (see attachment), and from the photos it was clear that the radiator support he needs must be larger than the 24” product he ordered. Based on the listing we had for this product, we would not expect this part to fit and function for his vehicle. Given this information, our representatives determined that he had ordered incorrectly. Per our return policy, we offered a return for the cost of the product without coverage of shipping costs. The customer was never offered a full refund of shipping costs from our representatives.

We are unable to confirm the accuracy of other retailers' and dealers' information that the customer has referred to. However, whether this vehicle is intended for diesel or gasoline engines has been researched by RockAuto multiple times since 2006 when we saw our first return of this product, and each time we have confirmed that the part is intended for diesel engines only. However, given the customer's insistence that this is for a gasoline rather than a diesel engine, we researched this product once again to verify our information. We again found that this is intended for diesel, not gasoline, engines. We also found that whether or not the vehicle has air conditioning is not a determining factor and we intend to update this detail in our catalog listing.

During this research, we discovered information that is relevant to this customer's vehicle and which we hope will assist this customer moving forward. We found that there were originally two radiator supports made for the diesel trucks: one for trucks with the “super cooling package” and one for vehicles without this package. The super cooling package was an option Ford put on some of their super duty trucks for towing, and it refers to engine and transmission cooling (not air conditioning). We had previously understood this super cooling package as referring to air conditioning, which is why our listing read “w/o A/C.” We now understand that it is unrelated to air conditioning, and will thus adjust the listing accordingly. Models with the super cooling package use a taller radiator. Models without the super cooling package require a 24” high radiator support. Based on the photos the customer supplied, it appears he has this super cooling package and needs a radiator support that is taller than the 24” support he ordered.

The radiator support for vehicles with the super cooling package is no longer available from Ford and was never available in the aftermarket. There is only a single part number available (FO1225121), and this part number will not work for vehicles with the super cooling package. For vehicles with the super cooling package, the only way to get any radiator support to work that is available for purchase in the aftermarket is to modify it. Modification, however, voids the warranty of a product. The alternative would be to locate the part from a junk yard.

The customer did not order according to the specifications in our part listing. Even disregarding the “w/o A/C” detail, we specified that the maximum height of this product was 24” and it is clear that his radiator requires a radiator support that is taller than 24”. Thus, according to our return policy, we are not responsible for any shipping costs associated with the order. The customer has returned the part to us and we have refunded him for the cost he paid for the product, which was $158.45.

However, the customer's order and subsequent communications led to RockAuto updating our listing to specify not only the height but also that this part is intended for vehicles without the super cooling option so that customers can recognize not only the dimensions but the package that these dimensions are associated with. As a means of thanking the the customer for what led to a more explicit catalog listing, we are willing to make an exception to our return policy and refund the customer for half of the shipping charges he paid for on this order. As the customer mentioned, he paid a total of $234.49 in shipping costs on this order. We are willing to refund the customer half of this amount, or $117.25, to his original payment method within 5 business days. Though the customer did order incorrectly, we do want to acknowledge that his submission to the Better Business Bureau helped us to improve our listing for this product and we are thus willing to share responsibility of shipping costs with the customer.

Consumer Response:

[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. 

This is the first (and hopefully last) negative experience I've had with RockAuto. I realize that RockAuto is not the manufacturer of the radiator support and they are marketing this product based on information provided to them by the manufacturer. I also realize that Rock Auto has to run a profitable business and I can understand their reluctance to be responsible for the return shipping. That being said I also have to run a profitable business and I also have to deliver a finished vehicle to my customer on time. Unfortunately this misunderstanding about this radiator support, based I feel, on a vauge and misleading item description, cost me in return shipping, three weeks of lost time and an unhappy customer. The fact that Rock Auto has revisited their information on this product and are working to correct it is satisfactory to me. 

Regards,

 

***** *********

 

 

 

4/27/2014 Delivery Issues | Complaint Details Unavailable
4/26/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: One 19 March 2014 ordered two parts for my 2009 Dodge Caravan. Today the 26th of March after checking the carrier(USPS) site found a note that said that shipment was on hold due to need for customs payment. After a long conversation with customer service I was told that rock auto did not calculate customs charges upon checkout and that I would need to contact the USPS to pay the customs charges myself. This was after I have already waited a week for my 3-6 day international shipping which added approx. 60 dollars to my 90 dollar order. I still have no idea how to pay the international shipping charges because neither rock auto nor the USPS can give me a point of contact to make the customs payment to. Not to mention I am still without a part I was desperate enough to pay 60 dollars to ship a week ago.

Desired Settlement: Refund of shipping and customs charges.

Business Response: When this customer placed his order on March 19th, we presented a breakdown of his order costs on the final checkout page. These charges included the merchandise cost of $92.58 USD and the shipping cost of $62.58 USD. No additional tax line showing a collection for taxes/customs was shown.

Per our Policies page (http://www.rockauto.com/lang/en/policy.html), “If a tax line...appears on your order, we will pre-pay tax (and any import duties which may apply) for that shipment...Prepayment of tax is limited to certain countries, warehouses and ship methods. If a tax amount does not appear for a portion of your order, we are unable to prepay tax for that shipment...If taxes or other import fees are due for a shipment, the carrier may ask you to pay them when your order is delivered. To avoid surprises, please contact your local customs office before placing an order to ask what charges may apply.”

Since no tax line was shown on the customer's checkout page, the customer would need to contact their local customs office to determine what additional charges he would be expected to pay upon delivery. As the 3-6 day international delivery estimate predicted, the USPS tracking #EC559872505US shows the shipment was ready for delivery and pending payment on March 26th, within 6 business days of the order being placed. As our policies page suggests, the customer would need to contact his local customs office to pay the additional charges. Alternatively, he could contact USPS for more information – the USPS public website offers a Domestic & International USPS Tracking™ Contact Info phone number of 1-800-222-1811.

Tracking information now shows delivery on March 28, 2014 at 9:03 am, which indicates that the customer was able to pay the necessary charges and receive his shipment. We stated on our policies page that taxes/customs would not be included in the customer's order total, and we suggested how to find out more information about paying these charges. The customer received his shipment in a timely manner. Thus, RockAuto will not be refunding any shipping or customs charges.

Consumer Response:

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 clear warning that informs the customers of the pending charges is not identified until after the shipping option has been selected and the payment screen appears. So rockauto's suggestion is that a customer selects all five methods of shipping individually, proceed to the checkout and check for any additional charges methods to pick the best one? Then, after selecting all shipping options and determining which one would include additional charges make calls to the local customs office to ask what would be charged for each shipment?

Additionally, (receipt in hand) there where added handling charges that where not charged at the time of checkout that had nothing to do with the VAT that had to be paid before the shipment could continue through customs.

I would not expect a company that is being straight forward with a customer to invent such a rigorous process to discover any additional charges not presented to them clearly before selecting the checkout option. I am trying to understand why this seems to be an acceptable method of making sure the customer is informed.


*** 

 

 

Business Response:

It is never our intention to make the ordering process difficult for our customers, which is why we have designed a straight-forward, accessible final checkout page. Contrary to what the customer has stated, it is not necessary to jump between pages to view tax information. The final checkout page of our website is where a customer enters their billing, shipping, and payment information. On this page, a customer can switch between all available shipping options via a drop-down menu and view (on the same page) whether taxes and duties are included, the amount when taxes and duties are able to be prepaid, and (most relevant to this case) a warning that additional charges may apply upon delivery when taxes and duties are unable to be prepaid.

As an international retailer, we must work within the limitations set by carriers surrounding prepaying duties and taxes and incorporate those limitations into our online checkout process. The USPS does not offer the option of prepaying taxes and duties. We are thus never able to provide an international customer with prepaid costs when they select the USPS as the carrier, as this customer did. The customer would need to contact their local customs office for this information, as our FAQ page states. On shipments where FedEx is chosen as the carrier, customers in the UK can prepay taxes and duties. This information is reflected in the chart previously provided as well as on the customer's final checkout screen.

We encourage this customer to inform himself about duties and taxes surrounding international orders to the UK, especially to APO addresses. For the customer's convenience, we are happy to provide this summary that we hope will assist him moving forward:

When placing an order through RockAuto or most online vendors based in the US, a customer shipping to the UK will need to pay for the merchandise, the shipping (getting the product from us to you), duties, and taxes (referred to as VAT). If these duties are prepaid at checkout, these are all of the charges a customer will encounter and the customer would not be subject to additional charges upon delivery. If not prepaid, a customer may find that they are subject to additional customs fees such as cash handling fees upon delivery. Once again, we encourage the customer to contact his local customs office for more information about the additional fees he encountered upon delivery but reiterate that we did inform the customer of these charges during checkout and are thus not responsible for a refund of these charges.

In the future, the customer will find that choosing a FedEx rather than a USPS shipping method will help him avoid any additional charges upon delivery. This is especially true for larger items which can not be sent through the USPS. If the customer wishes to ship to his APO address, he may wish to choose the USPS as his shipment option since military bases would not be subject to UK duties and taxes.

This customer had several, clearly presented options to choose from when ordering on our site. We provided all of the information he needed to choose a shipping method on a single screen, and thus no refund will be issued to this customer for the fees he paid for his international shipment. We have also provided a summary of how UK duties and taxes work as well as information surrounding APO addresses. We hope that this information assists the customer in the future. He is welcome to contact us using the contact information located at the bottom of our website if he has additional questions about using the website or selecting a shipping method.

4/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They sent me a part that didn't have all the parts in it. Now here it is almost a week later and still I have not even received the shipment form in mail to put on box to send it back let alone a new part to replace the broken part. I've called them 2or3 times about this. They will not refund my express shipping I paid for original part. They will not send me the shipment form to put on box to return broken part in express shipping, and its been almost a week and I still haven't even got the shipment form. Told them they better overnight shipment form, they did not and still haven't gotten it almost a week later and I just got off from phone with them a minute ago and they wont even express shipment me new part or even send out new part until the old part is shipped to them.

Desired Settlement: I want them to overnight or express the part that I paid for 2weeks ago and they still haven't even got and send out new part and I still haven't even received shipment form to attach to box with broken part in it to return it. I want my money back I paid for express shipping 1st class mail. They keep blaming me saying it's my fault I don't have a printer to print out return shipment form and here it is a week later I still haven't even gotten one in the mail from them to send it out. This is doing no good to me now explaining what my desired outcome is when I should of already received the new part. I have to keep telling them this is your fault not mine so they should of overnighted or express shipped new part out to me when I called about broken part. So here I am 2 weeks later after I ordered part still not even with shipment for or let alone them sending out new part to replace the broken part that's their fault. The worst service I ever came across! How do I even know they even shipped out shipment order when that hasn't even came here and then I still have to wait after if I even get that for them to get broken part to get new one.

Business Response: When this customer informed us on March 31st, 2014 that the Fuel Tank Pressure Sensor she ordered was damaged, we asked her to send us photos of the part for clarification. We received these photos on April 1st and offered the customer either a return for a full refund or a return for a reshipment of a new part. The customer chose to return the part for a reshipment. Our policy is to reship the new part using the originally-chosen shipping method as soon as the old part is in transit back to our warehouse.

As an online company, it is standard practice to email return instructions and labels to our customers. This way, customers have all necessary documents accessible within moments of their return being set up, which allows for a faster reshipment process. If a customer does not have a printer and is unwilling or unable to access a public library or other location with a printer, then we accommodate by printing the documents and sending them to the customer via the USPS. When this customer informed us she did not have have a printer, we offered to send the return instructions and prepaid label via the USPS from our office in WI to the customer in NY.

The return instructions and prepaid label reached the customer no later than April 7th, which is the date the customer returned the product via FedEx tracking #***************. The documents thus reached the customer within 5 business days, which is a standard delivery time for the USPS from WI to NY. As promised, we shipped the customer her replacement part the following business day, April 8th, under USPS tracking #**********************. According to this tracking number, the new part was delivered on April 11th.

The customer originally paid $3.36 in shipping costs for USPS First Class Mail. This was the least expensive shipping method we offered and is not considered an express shipment option. Any express shipment method offered at checkout contains the word “Express.” All shipping options RockAuto offers and their delivery times are listed on our FAQ page (http://www.rockauto.com/lang/en/answers.html#SHIPCHOICE), where we state that First Class Mail takes “2-7 business days from the time of shipment.” The express shipment method the customer requested we use to reship her product cost over 8 times what the customer originally paid, at $30.04. We were thus unable to make an exception to our standard reshipment policy and offer this express reshipment. Had the customer chosen an express method originally, this would have been the method we would have used for her reshipment.

The customer has requested that we refund her original shipping charges. Due to the inconvenience the customer experienced after receiving a defective part, we agree to make an exception to our usual policy and refund the customer in the amount of $3.36, which represents the amount she paid for USPS First Class shipping on her order. This refund will be issued to her original payment method within 5 business days, and we will email her when she has been refunded.

4/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 27th I spoke to a women at Rock Auto regarding a part for my truck, I explained to her what I wanted to do, she said I can send you an email for the part to order, I said okay. So, in March I ordered the part from the email that was sent. After receiving the part I noticed it was not the right part, so I called Rock Auto, spoke to ********, he said it was the right part, I explained that is wasn't, I told him that I called in Janaury and spoke to a women and she sent me an email to what part to order, he ask me for a phone number that I called from so he could research it, I said I called from work and there were many lines, he called me back and said that I never called. I said I did that I had an email to prove it, I then said I want my money back including shipping charges both ways because this was not my fault. He said no, I then asked for his boss to speak with, he refused, but after and many minutes he gave me a name of Ursala to call, which I did 3 times but never heard back, I want my shipping charges back for a return of the part, I did receive a credit for the part but not the shipping charges.

Desired Settlement: Refund of shipping charges both ways that I paid for.

Business Response: On March 14th 2014, this customer ordered a Tailgate Handle (part #GM1915124) and Tailgate Handle Bezel (part #GM1916106) for a 2010 GMC SIERRA 1500 4.3L V6. Per our catalog listings, these products are compatible for vehicles with a locking tailgate.

When this customer contacted us on March 19th 2014 to report that these parts would not work for his vehicle, our representative mistakenly thought we had a catalog error and offered the customer a return for a full refund.

Later that day, the customer informed us that he did not have a locking tailgate. The customer thought he could buy this handle and bezel and put them on a truck without a locking tailgate in order to convert it to a locking tailgate. He claimed that he had called RockAuto previously, and a female told him that he could buy these parts to make that modification. We attempted to trace any past calls the customer had made to RockAuto using two phone numbers the customer supplied us. We were unable to validate that this call had been made. We were never supplied with the name of the representative or with a copy of the email the customer received from our representative telling him to purchase these parts, so we were unable to pursue this further.

We continued to research what we thought had been a catalog error and found that in fact our catalog was correct, but the customer had ordered incorrectly for a vehicle with a locking tailgate when he did not have a locking tailgate. This would thus be considered an incorrectly-ordered product, and according to our return policy the customer would be responsible for shipping costs.

Upon asking for the contact information of someone at a higher-level, our representative reminded the customer that our representatives are hired to speak on behalf of the company. He then provided the customer with a supervisor's contact information.

The customer left a voicemail with ******* on March 31st and ******* returned his call within 3 business days. We have determined that due to the fact that the customer originally was told he would be refunded shipping cost and in case of any miscommunication from one of our representatives, we will honor what we originally offered and provide the customer with a full refund despite these parts being ordered incorrectly. We have since refunded the customer for $39.25, which was the full cost of the order and the desired settlement the customer has requested.

Business Response:

To clarify, RockAuto collected a total of $39.25 from this customer. As of 4/3/14, the customer has been refunded a total of $39.25. This includes the total amount the customer paid for parts, which was $31.74, as well as the total the customer paid for outbound shipping, which was $7.51.

We apologize for return shipping not being refunded initially and, in accordance with the customer's request, we are happy to refund the customer the cost of return shipping that he paid in the amount of $7.51. We were under the impression that a prepaid FedEx return label had been provided to the customer for the return, but in fact the customer used a matching USPS tracking number (**********************) to return these items. We have issued the refund of $7.51 as of 4/16/14.

Consumer Response:

[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,

 

**** *****

 

 

 

4/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased front left Upper & Lower Control Arms with ball joints from Rock Auto for a 2007 Dodge Ram 1500 SLT Quad Cab 2WD 5.7L. I input my vehicle specs on their website and the products for "YOUR" vehicle come up. Raybestos, Dorman, Moog, etc. I pick uppers and lowers from Dorman (to stay with the same manufacturer). I pay an additional $35 for expedited (1-2 business days) shipping since my vehicle was on jack stands. I get the parts and the upper fits but the lower does not. I call "Customer Service" and I get ***** ****. I explain the situation and of course it's my fault not the website's inaccurate application guide. He says that he'll send me the return information but that Rock Auto isn't paying for it. I ask to speak to a Manager and he states he's the Manager and proceeds to tell me how I'm at fault and I should have done this and that! As rude, unprofessional, and condescending as I've dealt with through online sales. At this point they have $130 of mine and I have a mismatched part due to their website being ***** POOR!! Reading ouher consumer's complaints concerning Rock Auto I noticed a trend. Many complaints from customers ordering the wrong parts due to their "infantile" website. I am requesting a FedEx shipping label to ship this incorrect part back to Rock Auto and a full refund to my PayPal account for the Dorman "Lower" Control Arm. Thank You. ***** ******

Desired Settlement: I am requesting a FedEx shipping label to ship this incorrect part back to Rock Auto and a full refund to my PayPal account for the Dorman "Lower" Control Arm. ($130) Thank You. ***** ******

Business Response:

We are sorry that Mr. ****** experienced problems while ordering a lower control arm for his 2007 Dodge Ram 1500 Pickup with a 5.7L V8 OHV engine. When we were initially contacted regarding the fitment issue of DORMAN Part # 521375 on March 19, our representative saw this control arm listed for a front left lower application on vehicles with rear wheel drive and a heavy duty suspension system (Front Left Lower; RWD; Heavy Duty). Our representative asked Mr. ****** to confirm whether these details applied to his vehicle, and Mr. ****** indicated that he was not sure whether he had heavy duty suspension. Especially considering the second control arm the customer purchased on the same order for the same vehicle (DORMAN Part # 521033) was not for heavy duty suspension systems, our representative understood this to mean the customer mis-ordered DORMAN Part # 521375 and offered him a return for a refund of the part's cost, per our usual return policy.


Upon receiving Mr. ******'s email from March 21 in which Mr. ****** expressed concerns that this vehicle only has standard suspension and requested a return of DORMAN Part # 521375 for a refund of original shipping and the part cost with a prepaid label for the return, a second representative further investigated the listing. He found that our manufacturer does specify this part for a heavy duty suspension system, but that the listing could be clarified by adding the detail “mega-cab” to the listing so that customers without mega-cabs know not to order this particular part. We accept responsibility for making our catalog listings as clear as possible for our customers, and have since updated the catalog listing to specify that DORMAN Part # 521375 is specific to mega-cab vehicles so that future customers are not confused. Mr. ****** did disregard the “heavy duty” detail when he ordered, but considering the listing has since been clarified we will honor his request for a refund of part cost and the proportional outbound shipping cost, and we have provided the customer with a prepaid FedEx label to return the part at our expense.


We apologize for any confusion with this listing, and have updated the listing to prevent further problems. Regarding the customer service that Mr. ****** experienced during his initial phone call, we have spoken with our representative to ensure professional, respectful communication takes place moving forward.

3/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I Purchased three Brembo brand brake rotors from RockAuto, LLC. The brake rotors I received from RockAuto, LLC were not made by Brembo. RockAuto, LLC took no responsibility for selling me Brembo brand brake rotors and then shipping me brake rotors not made by Brembo.

Desired Settlement: I want shipping refunded for the original purchase as well as the return. I want the purchase price of the products to be refunded. Based on the business practices of RockAuto, LLC I want the rating of RockAuto, LLC lowered.

Business Response: Mr. ****** purchased brake rotors from RockAuto, and according to what he described to us, we sent him the brake rotors for his vehicle that came in boxes with the correct part numbers and brand name, Brembo, on them. His complaint was that manufacturer's name was not stamped on the parts themselves, which he had seen on previous Brembo rotors that he had used. With hundreds of thousands of parts in inventory, RockAuto is not able to track whether a manufacturer stamps their name on every part that they manufacture, or even if they actually manufacturer all of the parts that they brand as their own (which is explained in our frequently asked questions portion section of our website, by following this link: http://wwwfromoffice.rockauto.com/lang/en/answers.html#DIFFERENT .) We have provided Mr. ****** instructions to return the brake rotors for a refund - but he will need to pay return shipping and his refund would not include the original shipping costs, because while he is free to return them for any reason, we don't cover shipping in cases where we provided the parts that were ordered. 

3/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I PLACED ; ORDER#- ********-- THAT WAS TO INCLUDE; A FRONT 'SHOCK/STRUT- IN A.C. DELCO-----THE NUMBER WAS 503-79 ---AS I CALLED TO TELL- DAN ;- A RUDE EMPLOYEE--- THAT FRONT STRUTS HAVE BOLT EARS- YET; HE RUDELY SAID; " I WASN'T ASKING FOR THAT" SO, I LOOKED AT THE BOX- IT WAS 503-79- BUT, THE STRUT WAS FOR THE REAR- THEY DON'T CARE ABOUT THIS;-EVEN THOUGH-IT WAS SHIPPED FROM ********** **--- NEAR ME- THEY WASTED MY TIME- ****** ME OFF - I.E DIDN'T LOOK AT THE ORDER AS A REQUEST FOR FRONT STRUT- EVEN; THOUGH I ORDERED A STRUT MOUNT AND COIL LOWER FOR A FRONT STRUT - THEY ARE CRETONS! ; BY SENDING A STRUT I DON'T NEED- FURTHER- THEY ARE LIARS THAT DON'T ADMIT ERRORS----- EVEN WHEN THEY SHIP THE WRONG STUFF - SENIORS; THIS;IS A COMPANY THAT'S FULL OF ITSELF - DOESN'T CARE ABOUT FIXING - SELLING THE PARTS;---- SO MUCH AS TAKING YOUR MONEY AND LYING ABOUT THEIR INEPT !

Desired Settlement: PAY A TOTAL OF TWO REFUNDS; ONE FOR THE SPARK PLUGS NGK3789-PLUS SHIPPING--AND PAY REFUND FOR THE SHOCK- 503-79 IN `A.C. DELCO- PLUS SHIPPING ! IM SENDING THEIR INFORMATION TO THE CONSUMER FINANCE PROTECTION BUREAU AND FTC- THEIR SKIRT THEIR OWN RULES BY LIES!

Business Response: We are very sorry this customer received the rear strut when he in fact needed a front. It appears the part was mis-boxed at the manufacturer. Given the high cost of shipping it would require for him to return it, we simply refunded him for the cost of the strut and the proportionate amount of shipping he paid for it.

The spark plugs he is referring to are from order ********, which was placed in August 2012. The customer has now been given several opportunities to return the spark plugs for a refund; they did not fit his vehicle for an unknown reason. It was possible his vehicle was modified at some point. RockAuto has a 30-day return policy, during which customers can return parts for any reason. Simply put, we are unable to offer him a refund on the spark plugs at this point – it has been more than 1.5 years since he placed that order.

If this customer has had trouble using our website before and while placing his orders, we would have encouraged him to contact our Customer Service via email or phone, which is available 7 days per week. Since this is now the third Better Business Bureau complaint this customer has filed against RockAuto regarding parts he has ordered or received incorrectly, we encourage him to consider whether he wishes to continue placing online orders for parts and products he cannot see in person.

Finally, given the interactions and personal threats this customer has made to employees of RockAuto, we have informed him we will not be processing future orders from him.

Business Response: We are very sorry this customer received the rear strut when he in fact needed a front. It appears the part was mis-boxed at the manufacturer. Given the high cost of shipping it would require for him to return it, we simply refunded him for the cost of the strut and the proportionate amount of shipping he paid for it.

The spark plugs he is referring to are from order ********, which was placed in August 2012. The customer has now been given several opportunities to return the spark plugs for a refund; they did not fit his vehicle for an unknown reason. It was possible his vehicle was modified at some point. RockAuto has a 30-day return policy, during which customers can return parts for any reason. Simply put, we are unable to offer him a refund on the spark plugs at this point – it has been more than 1.5 years since he placed that order.

If this customer has had trouble using our website before and while placing his orders, we would have encouraged him to contact our Customer Service via email or phone, which is available 7 days per week. Since this is now the third Better Business Bureau complaint this customer has filed against RockAuto regarding parts he has ordered or received incorrectly, we encourage him to consider whether he wishes to continue placing online orders for parts and products he cannot see in person.

Finally, given the interactions and personal threats this customer has made to employees of RockAuto, we have informed him we will not be processing future orders from him.

Consumer Response:

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.

On Thu, Feb 27, 2014 at 9:11 AM, ***** ******* *********************** wrote:

LIARS ARE; SUPPORTED BY BBB - THEY SEE NO END TO THEIR JOB- SECURITY- THESE PEOPLE- THEY ARE A THREAT TO BUSINESS- THAT'S FAIR- MAKES THEIR ERRORS UP- AND SENDS THE CORRECT PARTS

Regards,

***** *******


ROCK AUTO ; ON ORDER @*******- CHARGED;----- THREE TIMES-FEES FOR;--WHEN ONE WAS ENVELOPE SIZE- I.E.THEY CHARGED 9.00 EACH SEPARATE DROP POINT RIPPED ME OFF! FOR SHIPPUING- 25.00 AND THE STRUT SENT WAS A REAR- ALL OTHER SUPPORTING PARTS LIKE STRUT MOUNT AND COIL BED CUSHION- WERE FOR A FRONT! SO DID THEY LOOK AT THAT- NO! THE PART[STRUT WAS WRONG WHEN SENT WITHOUT LOCATION- LISTING[FRONT/ REAR] SO, THEY OWE ME A REFUND FOR HALF OF SHIPPING FEE OR 12.50 -

 

Consumer Response:

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.

On Thu, Feb 27, 2014 at 9:11 AM, ***** ******* *********************** wrote:

LIARS ARE; SUPPORTED BY BBB - THEY SEE NO END TO THEIR JOB- SECURITY- THESE PEOPLE- THEY ARE A THREAT TO BUSINESS- THAT'S FAIR- MAKES THEIR ERRORS UP- AND SENDS THE CORRECT PARTS

Regards,

***** *******


ROCK AUTO ; ON ORDER @*******- CHARGED;----- THREE TIMES-FEES FOR;--WHEN ONE WAS ENVELOPE SIZE- I.E.THEY CHARGED 9.00 EACH SEPARATE DROP POINT RIPPED ME OFF! FOR SHIPPUING- 25.00 AND THE STRUT SENT WAS A REAR- ALL OTHER SUPPORTING PARTS LIKE STRUT MOUNT AND COIL BED CUSHION- WERE FOR A FRONT! SO DID THEY LOOK AT THAT- NO! THE PART[STRUT WAS WRONG WHEN SENT WITHOUT LOCATION- LISTING[FRONT/ REAR] SO, THEY OWE ME A REFUND FOR HALF OF SHIPPING FEE OR 12.50 -

 

Business Response: Mr. ******* has already been refunded for AC/Delco part 503-79 and the related shipping cost. As previously explained, the NGK spark plugs that he is requesting a refund for were purchased on August 7, 2012. We authorized a return on August 23, 2012 and sent him the information to send the parts back. Instead of returning them, he filed a complaint with the BBB, which was resolved a long time ago. When ordering through www.rockauto.com it is stated that all orders are subject to our return policy, and our return policy states we will accept returns within 30 days. Because we have already issued the refund he is requesting, and he has already had the opportunity to return the spark plug but never did, and they are now well outside our return policy, we feel that there is nothing else to be done and will not be dealing with this customer or continuing to respond to his repeated complaints in the future.

Business Response: Mr. ******* has already been refunded for AC/Delco part 503-79 and the related shipping cost. As previously explained, the NGK spark plugs that he is requesting a refund for were purchased on August 7, 2012. We authorized a return on August 23, 2012 and sent him the information to send the parts back. Instead of returning them, he filed a complaint with the BBB, which was resolved a long time ago. When ordering through www.rockauto.com it is stated that all orders are subject to our return policy, and our return policy states we will accept returns within 30 days. Because we have already issued the refund he is requesting, and he has already had the opportunity to return the spark plug but never did, and they are now well outside our return policy, we feel that there is nothing else to be done and will not be dealing with this customer or continuing to respond to his repeated complaints in the future.

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a part online when I got it it did not work I contacted rock auto and they said it was a bad part they would send me a new one I made sure when I was on the phone with them that it the right part for my vehicle and he said it was. He was in the process of sending me a new part and I decided to call the company who makes the part they told me it would fit my vehicle but will not work right so when I got the new part I sent it back never opening the box it came in and called rock auto and explained what happened they said they would take it back as long as it was never installed I said good because I never opened the box when they received it they called me and said it has been used and will not refund my money.

Desired Settlement: I would like a refund on a part I was told would fit my vehicle and come to find out it will not.

Business Response:

We are very sorry this customer received a power supply module that would not work for his vehicle. When he called us on Friday, January 24, he stated that the part was not working and that he had called ****** to see if this would work on his vehicle. In his conversation with our RockAuto representative, the customer stated that a ****** technician told him the part was not listed for his 2007 Dodge Ram 3500 6.7L L6 Diesel Turbocharged.

Since the customer called after the manufacturer was closed on a Friday, we could not call ****** back to verify whether the part is actually supposed to fit. We followed up on the customer's report first thing Monday morning, January 27. The ****** tech we spoke with clarified that this part will fit on a 2007 Dodge Ram 3500 6.7L L6 Diesel Turbo, as long as the customer has four wheel drive, electric shift on the flywheel, a cab&chassis truck and a transfer case number ******. The customer confirmed that he had all of these options, which we specified in our part description for the part. The customer explained that the air conditioning was not working up to par and the engine brake was not functioning as it should. We set up a warranty return for him to be re-shipped a new part, based on our January 27 conversation with him in which he indicated he had all of the special options specified in our online part description for this part to fit.

On Friday, February 7, the customer called us to let us know that he had installed the part and it was functioning poorly. The second RockAuto representative again asked whether the customer had all of the above options: four wheel drive, electric shift on the flywheel, a cab&chassis truck and a transfer case number ******. During this conversation, the customer said that he actually did not have a cab&chassis truck, which is an option for only some Dodge Rams, after verifying with our representative on January 27 that he did indeed have the cab&chassis option truck.

The customer then told the second RockAuto rep that he had told ****** this information when he received the part and ****** informed him the part would not work. We are uncertain why he installed the power supply module in the first place, if the manufacturer had cautioned him against installing it. Our representative then advised the customer we would not be able to accept a second return, given that the part was ordered incorrectly and installed. Then, during the same conversation, the customer stated that he had NOT installed the second, re-shipped part. Given the confusing nature of the conversation, our RockAuto rep reasonably had reason to believe the customer had indeed installed the second part. The rep agreed to set up a return for the part but informed the customer the part would be checked carefully upon receipt at the warehouse, to ensure it was not installed. The customer agreed to this.

As expected, when our warehouse received the part back on February 13, they found the part had been installed and used. Our warehouse supplied photos of the installed part, which we have attached to this response. The part is dirty with installation grease and a sticker has been removed at a port to install the wires. Since these parts ship directly from the manufacturer to the customer, and the manufacturer does not ever accept returns (those are sent to our warehouse), there is no possible way the customer could have received a used or returned part. The second, re-shipped part would have been in new condition when he received it. Based on this evidence, the customer installed and used the second part.

The customer called back and repeatedly told a third representative that he did not install the second, re-shipped part.

We are very sorry that we agreed to a warranty replacement in the first place, since the customer had ordered the wrong part. We should not have re-shipped him the second part, since the part was ordered incorrectly and will not work on his non-cab-chassis truck. However, the customer had confirmed to the first RockAuto rep that he indeed had the cab&chassis truck. At this point, we have shipped him back the used, but still functional, power supply module. We are unable to issue a refund for a part that was installed incorrectly, ordered incorrectly and returned used, but the customer is free to try to sell the part locally to recoup his costs, since he now has it in his possession again.

Business Response:

Once again, we are sorry Mr. ****** had trouble with this Power Supply Module. Regardless of whether the second module Mr. ****** received was installed, it is quite clear that no refund is appropriate in this situation given that RockAuto made no error in this process.

When Mr. ****** placed his order on January 21, 2014, he ordered a Power Supply Module for a 2007 Dodge Ram 3500 pickup with a 6.7L L6 turbo diesel engine with the following attributes: four wheel drive, electric shift on the flywheel, a transfer case number ******, and most relevantly to this appeal, a cab and chassis truck. These details, which must apply to the vehicle in order to ensure proper fitment and function of the module, were listed at the time of purchase in the part listing. Thus, Mr. ****** incorrectly placed an order for a part that RockAuto did not advertise for his truck. Mr. ****** proceeded to install this incorrectly-ordered module in his vehicle. Per our return policy, we can not accept returns for parts that have been installed if they were ordered incorrectly.

Mr. ****** contacted us on January 24 to report the module was not functioning properly. ****** was closed by this time on the 24th, so we contacted ****** January 27 to verify that our listing was correct. ****** confirmed we had no error in our listing. The complication arose when Mr. ****** provided our representative with inaccurate information about his vehicle. According to regular practices, our representative asked that Mr. ****** confirm the details in the listing (four wheel drive, electric shift on the flywheel, a transfer case number ******, and a cab and chassis truck) apply to his vehicle. Mr. ****** inaccurately confirmed that these details applied to his truck. Being provided with inaccurate information, our representative was forced to assume the part was defective and follow a standard warranty process which consists of returning the assumed defective module for a reshipment of a new part. Had Mr. ****** provided accurate information at this time, no warranty return would have been allowed and Mr. ****** would have had an inaccurately ordered, installed module in his possession. At that point, we also would have refused a return for a refund.

Then, contrary to what he had previously told us, during his conversation with our representative on February 7 Mr. ****** informed us that he did not have a cab and chassis truck. This new information changed the situation. There has been ample attention paid to the argument of whether or not this second module was installed. However, whether this module was installed or not is irrelevant. If Mr. ******'s claims about this module being uninstalled are true (which we do not believe them to be, based on the fact that a sticker over the electrical outlet on the second part was removed, and this sticker would be intact if the part indeed had not been installed), Mr. ****** is actually in a better situation than he would have been had he not provided inaccurate information to RockAuto about his non-cab-chassis truck since he is now in a better position to resell a new, mis-ordered part. Had he provided accurate information on January 27, he would only be in a position to attempt to resell an installed, mis-ordered part.

Regardless of whether the second module was installed, RockAuto owes Mr. ****** no refund. When Mr. ****** returned the second module to our warehouse and we found that it had been installed, we went beyond our regular policy by paying to ship the module back to Mr. ******. We have thus not only lost time to processing Mr. ******'s undue warranty return due to his error, but we have lost money in paying to have the part returned to him. RockAuto will not be providing Mr. ****** with a refund for this order.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I'm tired of this back In forth I am owed a refund stop being stupid about the situation you wouldn't want it to happen to you. So return my money and go on with your business so I can go on with mine. The world doesn't need any more crooked company's. Regards, ****** ******

 

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Order parts RockAuto Order ******** Shipped, Still never received product. Called rock auto customer service and received the we shipped it out, not our problem. Car sitting in garage waiting for part that will never come. Informed Rockauto that if they researched the usps tracking, you will see it is sitting there and no activity. Said to wait 2 weeks. Sorry can't wait two weeks to confirm that part isnt's coming.

Desired Settlement: Just refund my money and part ways, Not first time having customer service issues with rock auto. Will never use or recommend again

Business Response: We shipped Mr. *******'s order on February 21st (the day that it was placed) by 1st Class Mail through the US Postal Service. He contacted us on the 26th, and because this is a shipping method that has no guarantee on delivery date, we explained that we typically wait 7 business days before considering it lost. He contacted us again on March 4th saying that he still hadn't received it, and we refunded his entire payment for the order the same day. The tracking now shows that the package is scheduled to be delivered today. Because of the low cost of the item ($9.46) and the delay in receiving it, we will not be asking him to return it, even though he has been refunded and also be receiving the part that he ordered.

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered part on Tuesday the 18th wanting the parts by Friday to fix car on weekend. I paid extra shipping and received the parts a day early. Parts were boxed incorrectly and 3 parts were missing from package. When asked to have the product shipped overnight Rock-auto said they could not do that. That agreed to next business day but could not guarantee they would ship out on time to get them by Friday. Parts shipped out late and may not even be shipped until Monday and could possibly receive them maybe by Tuesday. Very upset b/c i had to change plans for this weekend and get everything all screwed up with other plans.

Desired Settlement: I would like to have my cash refunded of $178.58.

Business Response:

We are very sorry this customer received a damaged timing belt component kit. Given the evidence, it appears the timing belt component kit was damaged in transit, causing some of the parts in the kit to be lost. We filed a claim with FedEx Express, since the customer chose Next Business Day Express shipping and we can try to recoup those costs through a claim.

We set up a re-shipment for him of a new timing belt component kit immediately, rather than waiting to hear from FedEx on the status of the claim. Typically, we would need to wait until the claim is processed before re-shipping the new kit but we offered an exception in this case, as a good faith effort, given the inconvenience the customer had experienced. The re-shipment was set up on Thursday, February 20, the day the customer called, but did not ship until the next day, Friday, February 21, because the customer contacted us in the late afternoon on Thursday to let us know about the problem, after FedEx Express had stopped picking up from our warehouse for the day.

His re-shipment shipped on Friday, February 21 and arrived Monday, February 24. RockAuto has FedEx Express accounts, which do not offer Overnight shipping, so we were unable to even choose Overnight shipping as an option for his re-shipment. At no point in his conversations with RockAuto representatives did the customer indicate he wished for a refund instead of a re-shipment.

We sincerely apologize again for the inconvenience. We hope he will give us a try again in the future, but we understand his reluctance to do so.

Business Response: Again we are sorry that Mr. ****** received a defective kit that caused a delay in repairing his vehicle. This type of situation is not frequent, but does happen, and when it does we offer to either send a replacement or accept a return for a full refund. In this case he asked us to send him a replacement. Typically we don't send replacement parts until a return is sent, but since we considered this a carrier damaged situation that would be claimed with FedEx, we set up the reshipment immediately after our first conversation with him (which was at 1:36pm central standard time on a Thursday.) He had actually originally chosen 3 Business Day Express as the shipping method, but at his request we agreed to ship the replacement with Next Business Day Express at our cost. We don't guarantee shipments set up in the afternoon can go out the same day, and in this case the package was shipped after FedEx had picked up on Thursday, meaning that it was picked up on Friday and delivered the following business day, which was Monday. Dealing with auto parts, we understand the inconvenience involved in not having the part when it is needed. However since he opted to receive a replacement (rather than taking a refund and perhaps finding the parts locally) and we sent it as quickly as we possibly could by the fastest shipment that we have available, we are not sure why he is requesting a refund now. If he has not used the parts that we sent and wants to return them for a refund, we could arrange that - but if he has used the parts he bought from us, he is not entitled to a refund for them just because of the delay caused by the initial problem.

Consumer Response: The company Rock Auto has not satisfied my complaint of refunding me my financial loss. due to them sending me the wrong part. I still want the full refund of the product purchase. Until they do that my complaint will never be satisfied. 

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered parts from Rock Auto and chose shipping (paid extra), above the normal ground shipping for parts to be delivered in 2-3 buisness days. The price of shipping was around 22.00 much higher than ground shipping. In parathensisi when I ordered the parts it said 2-3 days. It said nothing about guarantee or not guarnateed. I assumed the days listed on the check out choices was what i was going to get. However, after three busisness days I still do not have the parts. I contacted them and they gave me a line about its not guranteed. I expected to get what I paid for parts arriving in 2-3 days. I orderd the parts on Sunday. Its thrusday and still the parts are not here and the USPS driver has already come to the house for the day.

Desired Settlement: I would desire the shipping charges to be refunded to me, preferable mailing a check to me for the shipping cost.

Business Response: On Sunday February 23rd, Mr. ************ placed an order and chose Priority Mail as his shipping method, which cost $22.04. We shipped the order on Monday the 24th (because orders don't ship during the weekend) with that shipping method, with tracking number ********************** . This tracking shows that the package was picked up by the United States Postal Service on Tuesday the 25th and delivered on Friday the 28th.

In the frequently asked questions section of our website at https://wwwfromoffice.rockauto.com/lang/en/answers.html#SHIPCHOICE, we state that the expected delivery time for Priority Mail is 1-5 business days from the time of shipment. So we did not describe this as a 2 day service, and this package did arrive within that time frame. However we understand that this package was not actually picked up by the carrier on Monday when it should have been, and that the postal service itself calls this service Postal Product: Priority Mail 2-Day™, although their service doesn't always live up to that name and they do not make any guarantees that it will be delivered on the second day. Based on this and for the sake of resolving this complaint, we would be willing to issue a refund for the difference in shipping cost between this service and the least expensive service that was offered (Ground shipping) which would have cost $12.64. If Mr. ************ agrees to this solution the refund of $9.40 would be issued to the PayPal account that he used to place the order.

Consumer Response:

[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,

 

***** ************

 

 

 

3/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I order automobile parts on their online screen. I followed the screens as follows: Here is the procedure that I followed to order the two (2) wiper blades: I went to the URL http://www.rockauto.com/ I then looked for my vehicle KIA I then choose the year of my KIA 2006 I then choose the model of my KIA Sportage I then choose the model of my KIA Sportage 2.)L L4 I then choose the category of the item I was looking for Wiper & Washer I then choose the category Wiper Blade I then looked for the Wiper Blade that was listed as Rear I then choose the Add Part It then took me to the check out screen where I changed the quantity When I received the items, they did not fit my vehicle. This company is now trying to tell me that I did not follow the above steps and that I entered a wrong item number. I am the only person that can testify as to how I followed the online screens. They would like me to believe that I magically came up with a part number and did a search for that part number. I am not a novice computer user and I know how the procedure I followed on this order. I further need to stress that prior to retirement I worked for a Mid-West utility and I was the project manager for different computer systems. I also designed several programs somewhat similar to to the catalog used by this company. I am requesting this company to pay the postage on the two items that were ordered according to their online system due to the fact the items sent did not fit my vehicle.

Desired Settlement: Pay the postage to return items that will not fit my vehicle because of their online system error.

Business Response:

We are sorry this customer received wiper blades he cannot use. While we have no doubt he knows how to use our site fluently, given his description of how to find parts on our site – which is exactly correct – it appears the wiper blades he ordered were purchased by part number only. Attached is his order confirmation, which was emailed to him directly after placing the order and which indicates the blades were not purchased under an exact vehicle.

The part number he ordered was AR12B, which is listed to fit Acuras, BMWs, Hondas, Infinitis, Mitsubishis, Nissans, Subarus and Suzukis, but no KIAs.

We have seen this user error in the past and it does not indicate our customers are computer-illiterate. In fact, many customers make similar errors due to Google searching something like “2006 Kia Sportage Wiper Blade” and then clicking on the highest RockAuto link available. This will bring users to our site, but the make, year, model and engine size may be different than what was intended. For example, the customer may have clicked on a link that is actually for a 2012 Kia Sportage or some other year.

However the error happened, we typically do not refund shipping for parts that are being returned and are simply not needed or wanted. Given the customer's description of how he found the parts, however, we are willing to give him the benefit of the doubt. If it will resolve his complaint, we will refund him the original, proportionate amount of shipping he paid for the parts. We have set up this refund for him now, and once he returns the incorrect wiper blades, he will be refunded the entire cost of his order, $15.86, back to his American Express card.


 The link to his order confirmation is below:
********************************************************************************************************

3/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We were told repeatedly that a Ford OEM Part would work in the mirror we purchased. After purchasing the replacement puddle lamp and paying a mechanic to install the lamp it does not fit. The socket is too big for the Ford lamp and the connection is different. After calling Rockauto.com to report this issue and see if we can purchase the puddle lamp from them we were told the Ford socket will fit and we must have purchased the wrong mirror. After proving we had purchased the correct mirror we were told that since the bulb was modified on the mirror as we had to cut the bulb out to replace it that they will not take it back and they do not sell the bulbs for the mirror we purchased. We are expected to purchase a new mirror just to replace the puddle lamp. I must stress that we have in writing and we spoke to several reps that said the Ford puddle lamp would fit this mirror. I tried to impress upon ***** at Rockauto.com who actually agreed with me that they were told by the manufacturer and then told us the part would fit, it is STILL our fault!!! We are now forced to purchase a Ford mirror just so the puddle lamp can be replaced as needed. They will not let us return the mirror and refund our money as they are waiting to make sure the mirror manufacturer will reimburse them. I feel this is Rockauto.com and the manufacturers issue at this point and we should be able to return the mirror that was marketed incorrectly.

Desired Settlement: I would like a refund on the part which I will gladly send back as long as I am sent a label and do not have to pay for shipping.

Business Response:

We are very sorry this customer experienced issues with the outside mirror he purchased. According to his order confirmation, attached to this response, and the recorded notes we have regarding the situation, he ordered the mirror on September 20, 2013 and notified RockAuto on December 18, 2013 that the mirror's wires broke internally; they kinked and broke, presumably upon correct installation.

The customer indicated he hoped RockAuto could get him only the replacement puddle lamp that the broken wires connected to the mirror. He stated he tried to buy the puddle lamp locally but the puddle lamp Ford sold him has a different size connector which would not fit into this new mirror. The customer also said the Ford dealership cut his socket off of the new mirror he purchased from RockAuto to try and figure out if they could get him just the lamp. The manufacturer of the mirror the customer purchased from us was not willing to consider a warranty return for a modified part, missing the socket. Additionally, we were unable to locate the puddle lamp for sale separately.

This is likely because the part RockAuto sold him as a mirror is a direct replacement for his original mirror when considered as a whole unit. It is not always the case that internal parts will be swappable from an OE to an aftermarket part. Regarding his being told that the mirror he ordered would be com***ible with the original Ford puddle lamp, our phone records indicate the customer has not called us, at least not from the phone number in his orders, which is the same phone number he provided the BBB in his complaint. Additionally, we have no emails between our customer service and this customer regarding the fitment of the mirror with the original Ford puddle lamp.

Despite the fact that the manufacturer originally would not process this return under warranty, due to the cut-off socket, RockAuto asked again on 12/26/2013 for the manufacturer to make an exception, due to the customer's inconvenience. The manufacturer indicated that while their warranty does not cover damage while being installed or modification, for this case, they offered to exchange out this mirror as a customer satisfaction replacement – a significant exception to our warranty return policy. Like other retailers of manufactured products, RockAuto does not have a warranty of its own and instead holds true to the manufacturer's warranty (policy seen here: http://www.rockauto.com/docs/warranty.php), which covers direct replacement of the same part number, with no additional reimbursements, as long as the part was ordered and installed correctly.

We informed the customer of this exception, despite the cut-off socket, and informed him he could place a new order for the same mirror and use a forthcoming store credit refund to pay for the replacement. That store credit refund will be issued after he returns the mirror with the cut-off socket that he purchased from us on order ********. We ask that he be responsible for the return shipping to send back the damaged, modified mirror. We will not be reimbursed by the manufacturer for the returned mirror, due to the cut socket, but we are willing to eat the cost as a gesture of goodwill to this customer. We are sorry if the customer decides to purchase a new Ford mirror locally to replace the puddle lamp, but at this point, we are unable to refund his Visa card, due to the already-made exception to our warranty policy and the damage and modification to the part.

Consumer Response:

These are the emails that i have form **** ****** at rock auto. They state that the ford puddle lamp will fit the mirror that they sold me.  So in regards to that here it is in black and white.  I also have a email stating that the supplier will give them a new mirror.  so they are out nothing.  And i will not incur more expense in the form of shipping charges for a simple store credit. As i no longer wish to do business with rock auto.  All i want is a refund of what i spent on this inferior product.  After being givin the run around.  And as far as the mirror issue itself that has been solved withe the purchase of a ford product.  So at this time purchasing another mirror would be silly.  the problem has beeen with the reluctance of rock auto to be in any way helpful or accomidationg to its customers.                     *** ****                                                                                                                                                                                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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* ****

 

 **** ******

To Me
Dec 18, 2013
Hi ***,

I am assuming you received my previous email requesting your VIN and if
you still want to reply with that, it is fine but I just wanted to
follow up with you.  I have a representative for these VARIOUS
MANUFACTURERS working on this to see what else we can help you with.  If
you have pictures of what you received, those would also potentially be
very beneficial to send to me.  The representative looked at the
original number you gave to one of my colleagues and everything they see
so far says this should match up just fine.  The OE# you gave for the
puddle lamp does go with the part number ********* so the representative
sent a request to her QA department to see if they have any history of
this issue.

Please respond with your VIN and/or more importantly if possible, the
images of what you received so we have all the information we need to
figure this out.

Thanks!

--
**** *
****** ***** *******

phone: ###-###-####
fax: ###-###-####
http://www.rockauto.com

**** ******
To Me
Dec 19, 2013
Hi ***,

Thanks for all of this information.  I have passed this along to the representative along with the image so we can see what we can do for you.  She did tell me there were no other reports of this problem, only one issue where the puddle lamp simply did not work.  I am having her check what the dimensions are of the puddle lamp they show to make sure it was not by chance the Ford dealership that had a bad batch of these lamps or perhaps just grabbed a wrong one. 

I will let you know once she responds to me again which should be later today.

Thanks,
****

On 12/18/2013 6:12 PM, *** **** wrote:
**** i measured the lamp sockets outside diameter yours 1.572" Ford 1.478".  Then the latch points measure 1.975" on yours 1.822" on the ford part.  That  is where the problem lies.  Thanks for your help ***



On Wednesday, December 18, 2013 4:30 PM, **** ****** ******************** wrote:
Hi ***,

I am assuming you received my previous email requesting your VIN and if
you still want to reply with that, it is fine but I just wanted to
follow up with you.  I have a representative for these VARIOUS
MANUFACTURERS working on this to see what else we can help you with.  If
you have pictures of what you received, those would also potentially be
very beneficial to send to me.  The representative looked at the
original number you gave to one of my colleagues and everything they see
so far says this should match up just fine.  The OE# you gave for the
puddle lamp does go with the part number ********* so the representative
sent a request to her QA department to see if they have any history of
this issue.

Please respond with your VIN and/or more importantly if possible, the
images of what you received so we have all the information we need to
figure this out.

Thanks!

--
**** * ****** ***** *******

phone: ###-###-####
fax: ###-###-####
http://www.rockauto.com




-- 
**** *
****** ***** *******

phone: ###-###-####
fax: ###-###-####
http://www.rockauto.com
**** ******
To Me
Dec 23, 2013
Hi ***,

I got a response from the manufacturer on this and they tried to see if they could get more information on the problem but really do not have anything else for me.  They looked at their stock and it shows to be identical and matching to the photograph and description (dimensions you gave me) so they are not sure what the dealership has for the parts.  I also asked if they would make some sort of exception on warranty but they said that because the dealership altered the part they cannot offer warranty and they questioned the dealerships practice of doing this. 

I am sorry I do not have any other better information for you but hopefully you are able to come to some solution with a dealership.  Please let me know if there is something else I can try to help with.

Thanks!
****

On 12/18/2013 6:12 PM, *** **** wrote:
**** i measured the lamp sockets outside diameter yours 1.572" Ford 1.478".  Then the latch points measure 1.975" on yours 1.822" on the ford part.  That  is where the problem lies.  Thanks for your help ***



On Wednesday, December 18, 2013 4:30 PM, **** ****** ******************** wrote:
Hi ***,

I am assuming you received my previous email requesting your VIN and if
you still want to reply with that, it is fine but I just wanted to
follow up with you.  I have a representative for these VARIOUS
MANUFACTURERS working on this to see what else we can help you with.  If
you have pictures of what you received, those would also potentially be
very beneficial to send to me.  The representative looked at the
original number you gave to one of my colleagues and everything they see
so far says this should match up just fine.  The OE# you gave for the
puddle lamp does go with the part number FO1320369 so the representative
sent a request to her QA department to see if they have any history of
this issue.

Please respond with your VIN and/or more importantly if possible, the
images of what you received so we have all the information we need to
figure this out.

Thanks!

--
**** *
****** ***** *******

phone: ###-###-####
fax: ###-###-####
http://www.rockauto.com




-- 
**** *
****** ***** *******

phone: ###-###-####
fax: ###-###-####
http://www.rockauto.com
**** ******
To Me
Dec 23, 2013
Hi ***,

They unfortunately did not have a way of selling just the light socket and connector and I do not see any on our site now.  About the only thing I could suggest is seeing if there is some company that specializes in these or maybe looking at an owner's forum online to try and come up with a solution for this part. 

Sorry I could not be of more help.

Thanks!
****

On 12/23/2013 1:00 PM, *** **** wrote:
**** i w will measure a couple of the other stock ford lights that i have and see if they are the same.  If not is there a way to purchase just the light socket and connector from your manufacturers?  Thanks ***


On Monday, December 23, 2013 8:42 AM, **** ****** <******************> wrote:
Hi ***,

I got a response from the manufacturer on this and they tried to see if they could get more information on the problem but really do not have anything else for me.  They looked at their stock and it shows to be identical and matching to the photograph and description (dimensions you gave me) so they are not sure what the dealership has for the parts.  I also asked if they would make some sort of exception on warranty but they said that because the dealership altered the part they cannot offer warranty and they questioned the dealerships practice of doing this. 

I am sorry I do not have any other better information for you but hopefully you are able to come to some solution with a dealership.  Please let me know if there is something else I can try to help with.

Thanks!
****

On 12/18/2013 6:12 PM, *** **** wrote:
**** i measured the lamp sockets outside diameter yours 1.572" Ford 1.478".  Then the latch points measure 1.975" on yours 1.822" on the ford part.  That  is where the problem lies.  Thanks for your help ***



On Wednesday, December 18, 2013 4:30 PM, **** ****** <******************> wrote:
Hi ***,

I am assuming you received my previous email requesting your VIN and if
you still want to reply with that, it is fine but I just wanted to
follow up with you.  I have a representative for these VARIOUS
MANUFACTURERS working on this to see what else we can help you with.  If
you have pictures of what you received, those would also potentially be
very beneficial to send to me.  The representative looked at the
original number you gave to one of my colleagues and everything they see
so far says this should match up just fine.  The OE# you gave for the
puddle lamp does go with the part number FO1320369 so the representative
sent a request to her QA department to see if they have any history of
this issue.

Please respond with your VIN and/or more importantly if possible, the
images of what you received so we have all the information we need to
figure this out.

Thanks!

--
**** *
****** ***** *******

phone: ###-###-####
fax: ###-###-####
http://www.rockauto.com




-- 
**** *
****** ***** *******

phone: ###-###-####
fax: ###-###-####
http://www.rockauto.com



-- 
**** *
****** ***** *******

phone: ###-###-####
fax: ###-###-####
http://www.rockauto.com

Business Response:

We are sorry for the frustration this customer has endured regarding this mirror and the puddle lamp connector.

However, the emails this customer copy and pasted into his response took place Wednesday, December 18 through Thursday, December 26. The mirror in question was purchased on September 20, 2013, several months before his email correspondence with our representative, as indicated by the order confirmation attached to this response. The customer is correct that our representative, ****, verified with the manufacturer that the original equipment number the customer provided for the puddle lamp should fit the mirror he purchased. However, this verification was done far after the mirror was purchased, not prior to its purchase. Had the customer had an issue with the mirror he purchased from us, he should have contacted us directly, per our return policy, before trying to modify the part to make it work with a different puddle lamp.

Although the puddle lamp glass itself should fit the aftermarket mirror he purchased, the connector will not necessarily fit. Again, this is likely because the part RockAuto sold him as a mirror is a direct replacement for his original mirror when considered as a whole unit. It is not always the case that internal parts will be swappable from an OE to an aftermarket part.

Despite the fact that the manufacturer originally would not process this return under warranty, due to the cut-off socket, RockAuto asked again on 12/26/2013 for the manufacturer to make an exception, due to the customer's inconvenience. The manufacturer indicated that while their warranty does not cover damage while being installed or modification, for this case, they offered to exchange out this mirror as a customer satisfaction replacement – a significant exception to our warranty return policy. Like other retailers of manufactured products, RockAuto does not have a warranty of its own and instead holds true to the manufacturer's warranty (policy seen here: http://www.rockauto.com/docs/warranty.php), which covers direct replacement of the same part number, with no additional reimbursements, as long as the part was ordered and installed correctly.

We understand if the customer does not wish to purchase another mirror, since it sounds as if he has purchased a Ford mirror locally to fix the issue. However, we are not able to issue a full refund for a damaged, inappropriately modified part. If it will resolve his complaint, we will allow him to return the mirror with the cut-off socket that he purchased from us on order ********, less a 50% restocking fee, for a total refund to his Visa of $53.90. Alternately, he can accept the full store credit of $107.79.

He is responsible for the return shipping to send back the damaged, modified mirror. We cannot cover shipping costs for a policy exception of this magnitude. To reiterate, we will not be reimbursed by the manufacturer for the returned mirror, due to the cut socket, but we are willing to eat the cost as a gesture of goodwill to this customer. We are uncertain what email he is referring to regarding the supplier giving us a new mirror; we have not seen that email and he did not post it in his correspondence above.

We encourage him to contact us directly, at ******************* if he wishes to take advantage of this offer.


2/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a replacement wheel for my car intending it to match OEM. The Rock Auto website describes a bright silver painted wheel and has a photo containing a disclaimer that it may not be representative of the product. The description does indeed describe the OEM wheel (a combination of polished and painted), which is the picture on the website. I think that any reasonable customer would have no reason to expect anything else. The wheel they shipped is completely painted. Although it could indeed be described by the website description, a reasonable customer would have the same expectations as I did, as the description also described the OEM and the website picture. The difference is in the pattern of the finish on the wheel. I contacted customer service twice and both times was told that the text description prevails (even though it describes the obvious alternative). They will accept the item back for refund, but not the shipping charges to my house and back to Rock Auto. I would like both shipping charges refunded, as this product representation is misleading to any reasonable person. Note: I think that RockAuto agrees with me, as they have removed this item from their website.

Desired Settlement: I will be refunded the purchase price of the item, but I also want the shipping to ($13.84) and from ($11.34) my house refunded (Total $25.18).

Business Response:

We are sorry this customer received a wheel that arrived a different color and texture than he was expecting. Our website's INFO page, which is linked directly next to the part number in our catalog, indicates, “Representative image of wheel shown. Refer to catalog description for color/finish. Center caps and lug nut covers are not included.” The INFO page link to the part the customer ordered can be seen here:

http://www.rockauto.com/catalog/moreinfo.php?pk=2468812pk=2468812&cc=1432173

The customer ordered the “Bright Silver,” “Reconditioned” wheel. “Reconditioned” is described in that INFO page as including “a new oven-baked powder coat to give the wheel a lifetime of beauty, performance, and wear,” so the customer was notified ahead of time that the reconditioned wheel he ordered would be painted in its entirety. The “Bright Silver” description indicates, “Bright Silver is a shade lighter than a Medium Silver,” which implies that the wheel is not simply polished but also coated with a “shade” of paint or powder coat, chosen from a spectrum of various silver shades available to the remanufacturer.

Typically, when customers wish to return parts that are simply not wanted or needed, we ask that our customers cover the return shipping to ship back the parts for a part cost refund.

In this case, the customer was shipped the part he ordered, i.e. our warehouse shippers did not make a mistake in pulling the wrong wheel off the shelf.

The reason the wheel is not showing up in our online catalog currently is not due to the customer's perceived discrepancy in the colors offered and what he actually received. The part is not appearing in our online catalog because it is no longer in stock.

We understand his confusion and frustration, and we want to address his concerns. If he has any ideas about how we can make these painted options clearer in our catalog, we would be open to considering and implementing those suggestion. Since we disclosed up front all of the information he would need to know to order as clearly as currently possible, we are unable to refund his original shipping or cover the return shipping it would cost for him to ship the wheel back.

If he wishes, he can generate a prepaid FedEx return label at our Order Status & Returns page. We offer this option for customers who are responsible for return shipping, but since we have FedEx accounts, we are able to pass along our FedEx account discounts to our customers. Thus, the shipping using our prepaid label would simply be deducted from his refund and he would not be responsible for the out-of-pocket cost of return shipping.

Business Response: We are sorry this customer is disappointed about needing to pay for the return shipping cost and for the shipping he paid for the part. Given the information clearly disclosed on our website, he was not "fooled" by RockAuto and was in fact informed that the wheel would arrive painted a bright silver color in its entirety before it was ordered and received. We are unable to refund the original shipping he paid, nor do we think it is reasonable to cover return shipping for a part that was shipped correctly and clearly described on our website.

Consumer Response:

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.

Both Rock Auto and I are committed to our opinions, so we have made no progress.  Rock Auto hasn't even offered to meet me half way.  This will have to end up being closed as unresolved.

Regards,

****** ******

 

 

2/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered some auto parts from Rock Auto on Sat. Feb. 8th I believe. I had the choice of ground shipping of 4-5 days for around $9 or 2-3 day express mail for an additional $4 or so. I chose the 2-3 day shipping because I needed the parts. I received an email from them stating the parts shipped on Feb. 10th with a delivery of Feb. 12th. On Feb. 13th I contacted customer service, I spoke with Alex who was less then serviceable; I told him that I still did not receive my parts that I ordered and I felt I should get a refund of the shipping price difference, all of $3 or $4. He said there is no refund to be given. I asked to speak with someone higher up than him such as a manager and he told me there is no one to speak to. I hung up on him and did an internet search to find management names. I found the name of *** ******, *** ** *** ****** and ********* of Rock Auto. I got his voicemail and left him a message stating my dissatisfaction with my experience. I still have not heard back from them. I have bought many many parts from this company in the past and have had good service and thought they could make this right.

Desired Settlement: I would like to be refunded the shipping difference. Nothing more, nothing less. It's the principle of the matter. Why offer something when you don't stand behind it??

Business Response:

We are very sorry this customer was disappointed in USPS' Priority Mail shipping. He chose Priority Mail, which typically has a shipping time estimate of 1-3 business days, but the USPS does not guarantee any of its delivery times. The part shipped on Monday, February 10 and was estimated to reach him Wednesday, February 12, not taking into account inclement winter weather. The part arrived to his shipping location Saturday, February 15, after being in transit 4 business days. We are sorry he was disappointed in the shipping time, but since this is not a guaranteed method of shipping, we are unable to refund shipping costs for a service that was paid for and received within a reasonable time frame, according to USPS.

Business Response:

We are sorry this customer was disappointed in the USPS Priority Mail shipping and delivery time he chose.

We can understand his reasoning and want to address his concerns. As we understand it, he chose the more expensive shipping option because it was listed with a shorter delivery time estimate, which he expected to receive, for the additional $3.92. If it will resolve his complaint, we will refund this amount back to his PayPal account, since the shipping service he actually received arrived in the "Ground" service time of 4 business days that he saw on our site, rather than the shorter Priority Mail estimate he saw on our site. We have set up this $3.92 refund, to be issued back to his PayPal account within the next few business days. He will be emailed automatically when refunded.

We wish to emphasize that this is an exception to our normal policy, given that USPS Priority Mail does not have a guaranteed ship time. Due to the ever-changing nature of mail carrying, including weather and other factors outside of RockAuto's control, it would be unreasonable for us to set a ship time guaranty on any USPS packages. However, we hope this customer will give us a chance again in the future, given our willingness to make an exception to the normal lack of guaranty and with our FedEx Ground and Express guaranteed ship time options in mind.

Consumer Response:

[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. The difference in the shipping costs is simply what I asked for from the start. I am pleased they made the situation right. 

Regards,

 

*** *******

2/24/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a car part online Monday the 6th with ground shipping (1 to 2 business days). I was aware if would take 1 day to process order to be put out to FedEx. It is now Thursday evening and I just spoke to a customer service rep (did not get the gentlemen name) who was unable to help me understand why I paid for ground shipping and still do not have my product. I will not receive my part until Friday. I realize it is an estimate and sometimes is not correct. But I would think in this case they would offer a partial refund of shipping. I was then transferred to **** (would not provide me his last name) who said he was a Supervisor for RockAuto. He took a rude tone as soon as he answered the phone call and was short with me and did not allow me to explain my side of the situation. I was not rude nor was I disrespectful and I did not appreciate the way he spoke to me. I did advise him I would file a complaint as I was not happy with how I was treated. I would hate to think this Supervisor spoke to other customers this way.

Desired Settlement: I asked for a partial/full refund of my shipping because the shipping stated to me online when ordered was not correct.

Business Response:

We are sorry this customer felt our customer service was rude or disrespectful. All RockAuto employees are trained to to administer company policies and clarify any confusion. This customer purchased a part and chose FedEx Ground shipping, which can take between 1 and 5 business days to arrive: http://www.fedex.com/grd/maps/ShowMapEntry.do.

She likely saw a 1-2 business day ship time estimate on our website when she placed her order. This estimate is accompanied by a statement on our checkout page, as seen here: https://www.rockauto.com/catalog/catalog.php?ckout=1&isajax=yes.

“Please allow one business day for our warehouse to process your order, plus transit time for selected shipping method, plus any delay shown above for non-stock items or outlying warehouses, before expecting your order to arrive. "Receive by" dates are best estimates considering these factors but are not guaranteed.”

The part ordered had a 1 business day delay, so it shipped the day after she ordered it, on Tuesday, Jan. 7. The part was in transit Wednesday and Thursday, arriving the morning of Friday, Jan. 10, less than three business days after shipping. When we explained this shipping time to the customer, she requested a refund for her shipping. Since FedEx delivered the package well within its 1-5 business day estimate, we declined refunding her, stating that we do offer FedEx Express expedited shipping options, which she did not choose. She then stated that if we did not compensate her for a portion of the shipping paid, she would contact the Better Business Bureau.

We are sorry if she was inconvenienced by the package arriving later than expected, but we do not find it reasonable to refund for a service the customer chose and received within FedEx's allotted time frame.

Business Response:

We are sorry if this customer is confused by the conditions stated on our website. We did indeed explain this part would take two business days to ship, in various different places on our website. As stated previously, the part was listed with a 1 business day delay in the part description, so it could transfer to our warehouse from the manufacturer. We also allow our warehouses 1 business day to process and ship all orders. This note is listed on our Checkout page: “Please allow one business day for our warehouse to process your order, plus transit time for selected shipping method, plus any delay shown above for non-stock items or outlying warehouses, before expecting your order to arrive.” These conditions can be seen on the website here: *************************************************************************

Thus, in this case, a potential 2 business day delay should have been expected, as we now have explained thrice. We received the transferred part on Tuesday evening, within the two business days allowed – one business day for it to transfer from the manufacturer and one business day for our warehouse to pack and ship the order. It was picked up Wednesday morning by FedEx, two business days after her order was placed online.

We understand if this customer no longer wishes to do business with us, but we cannot offer her compensation to assuage the mistaken perception that our warehouse did not ship the part out on time.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

 

This business continues to skate around the fact that their website did INDEED state terms to which they did not meet with my order.  I do not appreciate the tone they are taking on this matter with me  IE (as stated THRICE????).  That is extremely rude and them explaining thrice is not what the issue is about.  So there isnt a need to explain it to me.  The need to explain and RESOLVE is that the processing took longer than stated.  The website referenced to was not a page I ever visited when selecting and placing my order so it is not relevant.

Regards,

***** *****

 

 

2/21/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered some coil springs from Rock Auto for my son in law for Christmas. I placed the order on Dec. 16th, I chose ground shipping which stated that the part would be delivered to my home by Christmas Eve. I received a confirmation email stating the order had been shipped and would be delivered by Dec. 24th. On Dec. 19th I received another email stating that the part had been shipped out again. To my confusion I called and spoke to them and they said that in fact the order had been shipped out on the 19th instead of the original ship date and that I would receive the package on Dec. 26th the day after Christmas. Which wouldn't work out for me since it was a Christmas gift. So I told them that I didn't want the springs after all but they said they could not cancel the order since it had already been shipped. So for my inconvenience they would credit my account $15 even after I said I was just going to return the part anyway that I wouldn't need it anymore due to the fact that I would now have to go out and buy a different gift for my son in law for Christmas. Well, I received the part and shipped it right back to them as I said I would. They refunded me the money of the cost of the part but then took back the $15 credit. As I only found out when I went to place another order and the credit didn't work. I called Rock Auto and to my displeasure I had to speak to two different gentleman that were both arrogant and unhelpful they refused to reinstate the $15 credit because they refunded me for the part that I returned. Which doesn't make any sense because when they issued the $15 credit they already knew I would be returning it. It was given to me for my inconvenience supposedly. During my last two different phone conversations I asked to speak with a supervisor or a corporate number to be given to me; both gentlemen stated that they don't have supervisors or a corporate number??? What kind of company is this!!?? I am not even asking for the $34 shipping I paid for the part to be here for Christmas. I just want this company to do right by themselves and solve this issue.

Desired Settlement: That my $15 credit be issued back to purchase something else that I need. Since, I have store credit from returning my part that I have to use. Or else I just give them my money for no apparent reason!

Business Response:

We are very sorry this customer's order shipped late. Our warehouse made a mistake and did not notify our corporate headquarters that this part drop-shipped from the manufacturer, to our warehouse in Indianapolis, before shipping to the customer. This delayed the shipment of his order from our warehouse by 2 business days. In any other case, we would have listed this additional shipping delay in our catalog for the part ordered. We have spoken to both the manufacturer and our warehouse, to ensure this kind of confusion does not happen again.

Due to the inconvenience he experienced by not receiving the part before Christmas, we offered the customer a $15 store credit, to use how he pleases. When he called back on December 26, stating that the part still had not arrived and that he wished to return the part, he stated to our representative that he “did not care about the store credit” and simply wanted a refund for the returned part. Our rep may have mistakenly interpreted that as the customer wishing to nullify the $15 additional store credit refund we had already issued him, and the store credit was at that point deleted.

Since it is difficult for us to tell whether the customer actually, definitively requested that his store credit be canceled or if the credit was canceled on accident, we simply re-issued him the $15 store credit. He was emailed the store credit code this morning, February 10, and he can use it to place a new order on RockAuto.com at his convenience.

2/20/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On January 17, 2014, I ordered a high pressure diesel pump from rockauto.com. When the part came to my home, I opened the package; I saw that it was the wrong part and that the black clip was broken. I called the company and told them that I had received the wrong part. The gentleman on the phone asked me how I knew that it was the wrong part. I began to describe it to him, during my description I told him about the black clip being broken and asked if I should take pictures and send them to him. He told me to just package it up and send it back. I was informed that as soon as they would see that the package has been shipped they would send the correct part out to me. A few days later I received the correct part and thought everything was fine. On 29 January I received a voicemail and an email from a Mr. ***** ******, an employee of rockauto.com, stating that the part I returned was damaged during shipping and that I would be contacted to discuss payment for the unit. Without hearing my side of the situation, Mr. ****** had already put me at fault, because he stated that it was packaged incorrectly by me. When I contacted Mr. ****** I told him that I put everything back in the box exactly the way they shipped it to me. I also informed him that I told the other gentleman about it when I called about it being the wrong part. Mr. ****** then said that there was no record showing that I stated this so he was going to talk to his counterpart to see if he remembered the conversation. The next day, 30 January, Mr. ****** called me back and stated that he has done all his research and it was my fault that it was packaged wrong and that they were going to charge my card that I placed the order with. I told him that I was not going to pay for something that was not my fault, and that I was going to cancel the account. He then told me that I can go ahead and try. I proceeded to ask Mr. ****** to speak to his supervisor; multiple times he kept responding with he was the boss of that department and that there was no one above him for me to speak to about this matter. I find it hard to believe that Mr. ****** is the highest person in that company. I asked Mr. ****** if he thought that the folks at the warehouse may have made a mistake on the way they shipped the package and he stated that he did not think that is what happened because he stated that the warehouse sent him pictures of how they are supposed to package the products. So I stated that if his warehouse personnel do not make any mistakes, how did I receive the wrong part in the first place. Mr. ****** also stated that there was a black cover that was supposed to be on the part that broke and a large piece of foam, to prevent it from breaking during shipment. I asked if he had seen these items in the package, he stated no. I said no kidding because they were not included in the package before it was shipped to me; otherwise it would have been in the package. Again that is another indicator to me that the warehouse, that this part was shipped from, is at fault, NOT ME. Humans do make mistakes. I am trying to figure out how is Mr. ****** 100% sure that this item was properly packaged from the warehouse, when he is in Madison, WI and the warehouse that this part was shipped from is located in Long Beach, CA. Humans do make mistakes, Mr. ******, and I do believe that humans work at the warehouse in Long Beach, CA. Also on the evening of 30 January, I received an email about a core charge that was supposed to be returned to me, for sending in my defected part off of my vehicle. I called on the morning of the 31st of January to see if there was a way to get the reimbursement another way because I had closed the account that I had used previously, due to the threats that my card would be charged. I was informed that all matters regarding this account were on hold until a dispute has been resolved. I believe that I have upheld my end of the deal with rockauto.com and believe that they should honor their end. I am really dissatisfied with the service that I have received from Mr. ******. I did not realize that rockauto.com treated their customers this way. This gentleman, Mr. ******, has insulted my integrity. I am a ***** ******** ** *** **** **** and have been in the military for ** years. And I have never been treated the way this gentleman treated me. I admit that I used some harsh words with Mr. ******, and for that I do apologize, but when my integrity is in question, I will stand up for what I know is right.

Desired Settlement: I would like the business to return my core charge for the part that i have sent them. The core charge is $180.00.

Business Response:

We sincerely regret that this customer initially received an incorrect part. Our phone, email and order notes records indicate that at no point in the customer's first conversation with our representative did he state or suggest the part was broken in any way, though we do see he asked whether he should take photos of the part. Since we had been told the only issue was the part was that it was the wrong part (and not damaged or broken), we declined his offer to take photos of the part. We set up a return for him for the incorrectly shipped part, reasonably expecting to receive an intact, new, resalable part. The oil pump he purchased retails in our catalog for $681.79, with a $180 core charge, for a total paid upfront of $861.79.

We generated him a prepaid FedEx label to return it. When the part was returned, it arrived significantly damaged and with none of the shipping box filler the manufacturer includes with delicate parts like the high pressure diesel injection oil pump this customer purchased. The part would have been shipped with a piece of foam filler and a protective cap over the electrical connector, as indicated in the attached Photo1 and Photo1a. The part arrived with the connector broken clean off and missing the protective cap that would normally keep that connector intact in transit, as seen in the attached Photo 2. We spoke with the first representative who set up the customer's return, who stated that at no point did the customer suggest the part arrived broken. The difference in the broken part and the new, intact part can be seen in Photo5.

We then were informed by the manufacturer that we, RockAuto, would not be credited for the returned Shipped Wrong part, because it was rendered a complete loss – unusable and not resalable. Due to the high cost of the part, we contacted the customer to verify what happened and notify him we would need to recoup the cost of the part. However, we must admit, this is where we faulted. The customer held up his end of the deal and shipped back the incorrect, new part, which we expected to receive intact. If it did indeed arrive to him damaged, without the filler and without the protective cap, which is possible, we should have requested that he send along the photos. Indeed, the lack of damage to the exterior FedEx shipping box the customer placed the product box into for shipping indicates the part arrived to the customer damaged originally, as seen in the attached Photo3 of the exterior shipping box and Photo4, of the damaged product box, filler and damaged part. Our representative should not have attempted to charge the customer's card for the cost of the returned part, since the customer had already received a new, correct, intact part and had done what we asked by returning the part, allegedly as he received it.

RockAuto trains all of its Supply Chain Managers to make logical and sound business decisions, with the customer's and company's best possible intentions in mind. We must admit that attempting to charge the customer for an $860 part that he did pay for and did not have in his possession was a grievous error on our part. We also apologize for the negative interaction this customer had with RockAuto over this ordeal. We are attempting to file a claim with FedEx for half the cost of the damaged, returned part, and we recouped half the cost of the part from the manufacturer, in the amount of $394.30.

We see that he shipped back his core. While we were unable to refund the core charge until we cleared up the crediting problem with the damaged, returned part, we have now issued that refund. However, his core was deemed unusable and unrebuildable by the manufacturer. They were able to offer a 50%, $90 core credit to the customer, which we now have refunded to the Visa and MasterCard he used to place the order originally, in the respective amounts of $78.57 to his Visa card and $11.43 to his MasterCard.

Consumer Response:

[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. However, i do know that when you return a part for a core charge the buisness doesn't send the part off to see if it is salvageable before they give you the core charge. If this issue would not have happened, i am positive that i would have had my whole $180 core charge returned to me. So if this is how RockAuto wants to do buisness, fine. I'm sure I can find some better buisness somewhere else. Thanks and have a great day. 

Regards,

 

***** ******

2/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On February 4, 2014, I ordered SEALED POWER BK6179 (BK6179@STD) Lower Engine Kit at a price of $ 1746.79 plus shipping and used a 5% discount provided to me by the company as part of the order # ********. I also paid for this item at the purchase time. On February 7, Rockauto notified me that they cancelled part of my order without my authorization. The company said the part is likely to come back into stock in the near future but refused to extend my order. I inquired about extending the 5% discount for use when the part returns to stock, they refused to extend my discount. I was told my part is widely available on the Internet, so I asked them to find it at the price they offered me with my discount, they refused. I asked about cancelling the remainder of my order they refused. I spoke with **** at ###-###-####.

Desired Settlement: Delivery of the SEALED POWER BK6179 (BK6179@STD) Lower Engine Kit at a price of $ 1746.79 plus 5%. I was told the part is widely available so the company is able to find it and should honor their price and discounts.

Business Response:

We sincerely regret that the lower engine kit this customer purchased was out of stock. He placed his order Tuesday, February 4, for a kit that was listed with a three business day delay in our catalog. This delay usually is listed for non-stock parts that are on back-order or that the manufacturer physically must make before shipping. In this case, the pistons in the lower engine kit the customer chose are on back-order and will not be available until mid-May 2014. We are unable to keep an order for an out-of-stock part open for this amount of time, so we needed to cancel the kit from his order. When we did, his PayPal account was refunded automatically for the cost of the lower engine kit and the proportionate amount of shipping he would have paid for it, for a total refund of $1,680.62, issued on February 10.

He then was charged only for the part on his order that shipped, the cylinder head bolts, for a total order charge of $67.52. He received the 5% discount he used for the order on the price of the cylinder head bolts. We were unable to cancel this part of the order, since it had already shipped by the time we were notified by the manufacturer that the lower engine kit was unavailable. However, he is still within our 30-day return policy, so if he wishes to return the head bolts, he can set up a return for them online, at our Order Status & Returns page.

While we cannot extend 5% discount codes, since they are generated automatically with each new order placed and are valid for exactly 60 days from the date of issue, the customer would have been issued another, new 5% discount code for placing his latest order, order number ********. However, on February 8, he elected to opt out of email contact with RockAuto, so his discount code email was not generated. If he would like to opt in to email contact again, we can generate this 5% discount code for him, and he can use it to place the order for the lower engine kit when it is available again in mid-May. If he is interested in opting in again to RockAuto emails, we encourage him to contact us via email directly, at erica at rockauto dot com.

We believe the customer also may have been confusing our representative's statement that discount codes are available widely on the Internet with the notion that the lower engine kit he ordered is available widely on the Internet. The lower engine kit is not available currently, at any online retailer, due to the pistons being on back-order. Our representative indicated to the customer that discount codes are available widely on the Internet, and can be found by performing an Internet search for “RockAuto Discount Code,” should the customer wish to use one on a future order.

Consumer Response:

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.

Overall, the Rockauto response sounds like nothing more than a bunch of excuses of "We do not WANT to..." rather than "We CANNOT...".  I found the items elsewhere, so Rockauto has lost a sale and a customer.  I should have not have to waste my time looking for their discount codes, it should be extended for me as I completed my order before mine expired.  Simply put, they do not want to honor my discount. When it comes to returning my order, I called and was told the return shipping was my problem.  I tried cancel my order when Rockauto would not fulfill it completely.  I should have been called to asked how to proceed with the order.  Again, Rockauto did what they WANTED.   So much for being a valued customer.

Regards,

****** ******

 

 

2/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an altenator from rock auto shipped express mail guaranteed 2 day delivery by usps,it did not arrive in the 2days guaranteed and the part was defective so I had to pay another 43$ to ship back and buy another unit plus again us express mail at a cost of another $83 for shipping plus a second altenator so far I am out over $650 bucks now the second unit I again payed for express mail $83 and the usps recd unit on 1/5/14 but did not deliver until 1/9/14 again not delivered per usps gurantee,our postmaster advised we were entitleds to a total refund of shipping cost .Yet when I contacted rock auto they refused to claim refund stating no 2 day guaranteed delivery by usps yet on line at their site if u punch in the shipping zip and my destination 00802 they show 2 day guaranteed delivery. Also the second altenator they sent is defective ,again they say I will have to buy ANOTHER UNIT ! this is absurd I have been renting a car since dec 26 2013 today is jan 9 2014 and dispite paying in excess of $650 ,I still have no replacement part !

Desired Settlement: a full refund including shipping & return cost in 24 hrs so I can buy the part from a reputable parts house and return this rental car

Business Response:

We are very sorry this customer's first alternator (order ********) did not arrive in the expected time frame and that he had issues with the pulley on the part. We have filed a claim against USPS for this late delivery. The customer filed a PayPal dispute on the purchase on January 10, the day after the part was returned to our warehouse. We always issue refunds within 5 business days of the warehouse receiving the part, so we are uncertain why he did not wait that time period before receiving his refund. This 5 business day refund time allowance is listed in our return instructions and on our website, as seen here:

At this point, due to the defect he noted, we have refunded the entire cost of this order, $323.80, to his PayPal account. We have also reimbursed him $43.05 for the cost of shipping the part back from his shipping location in the U.S. Virgin Islands. This $323.80 refund was issued on January 15, after the customer closed the PayPal dispute he filed on the order purchase. We noted that we would not be able to refund anything to his PayPal account until the dispute was closed – disputes delay refunds, because we must negotiate with both the customer and receive the approval of PayPal to issue them.

Regarding his second order, this order shipped Priority Mail Express International, so it should have arrived within 2 business days. When it did not, we again filed a claim against USPS. Very unfortunately, he received a damaged alternator this time, with the insulator broken off. We are sincerely sorry for this inconvenience. We advised him that we would set up a return for him, again reimburse his return shipping and refund him for the entire cost of his new order, $324.80. The customer again filed a PayPal dispute, on January 10, this time on order ********, before ever sending the part back. We again advised him that he would need to close the PayPal dispute and return the part before we could issue a refund. The customer then escalated the PayPal dispute to a claim, which to date has not been closed. The second part was returned to our warehouse on January 13, so if the customer is willing to close his PayPal dispute, we will be able to refund him for it by Monday, January 20. Again, the PayPal dispute must be closed before we are able to issue a refund on the second order.

 

Business Response: We are sorry for the delay in reimbursing the customer the $43 for the cost he incurred in return shipping. That refund was issued on January 20, as soon as the USPS claim was processed and refunded to us.

Since his PayPal dispute is still open and a PayPal claims specialist is reviewing the dispute -- and has been for several weeks --  we are allowing PayPal to make the final decision on whether to close the dispute in his favor. He will be refunded either way, since he returned the part, but PayPal will be deciding when that happens. As soon as he is refunded, he will be reimbursed the additional $45 he incurred in return shipping cost, for that order.

Consumer Response:

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.rock auto knows the parts sent were defective ,they acknowledge return of the defective parts but hang their hat that "they are delaying payment until paypal reaches a decision " is disengenuos at best and subertfuge to delay my refund which they clearly acknowledge they owe me 2months have passed and still no refund as promised in their emails I hope propective buyers read this complaint ,I have stopped buying from them and switched to autozone free shipping and prompt refunds

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* ******

 

 

2/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered parts for my car using expedited shipping. I needed these items fast. I received a part that was not for my car and not at all what I ordered. When contacted I requested that they send the correct parts immediately and they gave me a shipping slip to return the wrong parts. I packaged up the box, applied the label and then went looking for the pickup number to have FedEx come and pick it up. There was no number and the fine print said it had to be delivered to a depot. The nearest depot is 50km away and that is not an option for me. I called them back and asked them to provide a pickup. They refused and told me that my correct parts would not be shipped until I returned the wrongly delivered parts. I then canceled my order and purchased my parts from a different seller. This delay cost me significant money as I had to get alternative transportation. The box is still awaiting pickup on my front porch and I'm am still awaiting my refund for parts I never received.

Desired Settlement: My desired outcome is a full refund with no strings attached as well as an apology from management. I also expect a courier pickup of this unwanted part.

Business Response:

We apologize sincerely that this customer received another customer's package. When he contacted us to let us know of the problem, we generated him a prepaid FedEx label, so he was not responsible for return shipping costs, to adhere to the shipping box and drop off at the nearest FedEx location. At that point, the customer desired a re-ship, so we would have re-shipped the correct parts to him as soon as we saw that the incorrect parts he received were back in transit to us.

The customer indicated this was inconvenient for him and requested a call tag. We do not currently have the ability to set up call tags outside of the United States, and this customer is in Canada.

The customer then filed a PayPal dispute, reversing his transaction. We are unable to issue any refunds or re-ship any parts when a PayPal dispute is open. We responded to him via the PayPal dispute, requesting that he return the parts, so we could issue him a refund for his order. It appears he chose to return the parts without using our free FedEx label, as we received the parts back at our Canadian warehouse on January 3, 2014.

At this point, we have refunded him all the money he paid to us, $99.12, but we are willing to him reimburse him up to $15.86 USD for the costs he incurred to ship the parts back to us. If he wishes to take advantage of this reimbursement, we encourage him to contact us directly at erica at rockauto dot com.

Consumer Response:

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 receive my refund, but the rock-auto is not being fully honest. I did NOT return the item and I still have it in my possession. The claim that they cannot call for a pickup in Canada is BS. They can call any number of couriers that would pick up the part. In any case, I have my refund. If rockauto would like their part back, it can be picked up at the delivery location. I'll hold on to it for 1 week from today's date (Jan 10) after which I will dispose of it. I will not be doing business with rockauto again due to their dishonesty and lack of good faith in doing business. Thankyou BBB for your assistance in resolving this situation.

Regards,

**** ********

Business Response:

We are sorry for the confusion. Our warehouse confirmed that it credited for the returned parts. This credit typically indicates that the parts were returned. Since we are located at our corporate headquarters in Wisconsin and our parts ship out from warehouses around the country, there is no way for our supply chain managers to verify physically that parts came back.

We ship primarily via FedEx, and our accounts generally do not allow call tag pickups in Canada. Were we to set up a call tag in Canada for this customer's parts, the cost of the call tag would exceed the price of the parts. Thus, we are not requiring him to return the parts at this point.

We are sorry this customer no longer wishes to shop with us. We are also confused by his continual insistence that RockAuto is being dishonest. At this point, we have given him a full refund without return of any parts and explained numerous times why we cannot set up call tags from his location in Canada. If this customer relationship is severed, we understand, but we were trying to be as transparent as possible in our communications with him, given the nature of our supply chain retail business.

1/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Recently, I bought two brand new control arms that turned out to be defective, so I shipped it back to RockAuto and received a full refund. I ordered two brand new control arms a second time which also turned out to be defective and I shipped it back to RockAuto and only received half of the refund. Then, I decided to change to a different product brand name, the products turned out fine but I didn't receive a full refund from the previous purchase. RockAuto only credited me for half of what I ordered. I called customer service and they claimed there was only one item in the box but I know for sure I placed two items in the box so they cheated me out of my money.

Desired Settlement: I would like a to receive a full refund from the order I had placed a second time.

Business Response: We are very sorry if one of this customer's returned control arms was lost in transit. Our warehouse confirmed it only received one control arm back from this customer. If the customer has the tracking number for the shipment he sent back to our warehouse, we strongly encourage that he pass it along, so we can determine whether the second control arm was lost in transit. We will await his email with the tracking number for the return package. This email can be sent directly to ***** ** ******** *** ***.

Consumer Response:

I have emailed them the tracking number. However the issue is not resolved. Their workers should know better that 2 parts in one box would weigh and look different.  I will send you also the tracking number for my package I shipped. Note, they said they didn't get a tracking number from me. Before I reported to BBB I told a worker the same exact number. I do not know what they did with the tracking number. 

 

1/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have ordered parts for my car and have not received them and they are over a week late and customer service does not have answers for me or even a estimated date when I can get my money back

Desired Settlement: I feel since they are inept at doing business they should overnight my parts immediately and offer me free shipping in the future along with a apology for ***** poor service

Business Response: We are very sorry for the confusion surrounding this customer's order and its ship date. The customer ordered the parts from our catalog, and his order was sent to a warehouse which did not have the parts in stock. His order was then re-routed to another of our warehouses, which, at that point, was closed for the Christmas holiday. That warehouse's parts are listed with a 7 business day delay in our catalog, due to the holiday. However, the customer would not have seen this delay when he ordered, due to the stock issue. His parts shipped out of the new warehouse on December 27, with one package arriving December 30 and the other arriving January 2.

Due to this mistake in our inventory system, we offered to reimburse the customer for half of the shipping he paid, in the amount of $8.21 in store credit. The customer indicated this was an acceptable solution and informed our customer service on December 30 that we should continue shipping with the original shipping method he chose, which was 2 Business Day Express. After shipping from our warehouse, both packages were delivered within FedEx Express' 2 Business Day ship time.

1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Sept 1st 2013 in the process of repairing a car I used rockauto.com's website that sells car parts. The customer enters the model, year and type of car in their parts purchase process It then shows Only the part numbers for that car. that means customer is selecting what they claim is quality parts for that car. The part needed was then ordered from their website and paid in advance via Paypal of $66.42 The part arrived, installed into car and then started engine to instantly see huge white smoke out of exhaust. At same time the onboard engine management reported engine was running very very lean which can cause engine damage. As per our business I used a On Board Diagnostic (OBD) tool which indeed reported engine running dangerous lean Was able to pinpoint and snapshot that the new part was either defective or in searching the maker of part ( Mass Airfow (MAF)) to find it was made in China and thus not designed well or complies with the car makers design Facts proven is their part as it heats up degrades the output frequency it sends to the engine management which told it there was far less air thus the controller reduced fuel to the engine causing huge lean condition, hence their part was defective by design or flaw. Contacted Rockauto the same day. I explained car needs to be functional again ASAP and if they would send me a replacement They refused and said ( not trusting their own customers) they would not send a replacement until I shipped and they received the part. To get this car working again I was forced to buy another of same part from Rockauto but not trusting the same maker of product paid Rockautp another $87.23 for another brand they sold and their claims they would refund the $66 as soon as they received it which was shipped by us using their own shipping process. Tracking shows they did receive it but did NOT return the $66 Now the second replacement part arrives and it was not even for any make of this car of the type we were fixing I contacted rockauto same day again and they themselves looking at what part number they shipped admit they sent the wrong part Now 23 days have passed, car still is not repaired and AGAIN they simply refuse to ship me overnight the correct part that again not trusting their own customers and now having $153 of my, money and the defective part back in their hands says BEFORE they ship correct part they have to wait until their is Fedex tracking showing I was honest and sent part back. Fedex tracking proves I shipped the part back last Saturday and as of Monday afternoon their time they have not shipped the part. Then as of today I get a email from Rockauto saying they have had the defective part I sent and refuse the refund that $66 until they decide if product was defective ( they have no way to do that or determine if the made in China design is correct) and will take another one business week to design if they will refund the money and if not keep the money and the part While also having the other $88 and not having sent what I paid them for for a total of $153 they have had over all this month In calling Rockauto 3 times their support people and those claiming to be managers were rude, could care less that their selling bad designed or sending wrong parts have prevented the car to be repaired and forcing the car owner to be without the car functional Worse at no time even in talking on phone this last Saturday did they ever mention they hold onto your money when products are shipped back as defective for 1 business week nor even if they will return the money In the end something paid for not once, but twice and now almost 1 month they have $153 of my money and have NOT refunded and sent correct and functional part and their own people made it clear they do not care about honoring what they claim to sell

Desired Settlement: I want the total $153 they were given ASAP, I want them to pay for me taking labor away from my business and having to go to Fedex 2 times, the labor time of standing in line to ship back their mistakes and make it very clear how sorry they are in their treatment of me and the ill way both their managers treated me

Business Response: We are very sorry this customer experienced trouble with the two mass air flow sensors he purchased and that he felt mistreated by our representatives. His first request was that we send out a sensor by a different manufacturer to replace the first one that would not work. We explained our return policy allows us to set up re-shipments only of the same part number ordered, which the customer indicated he understood. He placed a new order for a different mass air flow sensor, by a different manufacturer.

When he shipped back the first mass air flow sensor, it was delivered to our warehouse in Phoenix, Arizona on September 23. We advise all customers to allow up to 5 business days for refunds to be issued after returning parts, per our return policy (http://www.rockauto.com/lang/en/policy.html#Returns). That same day, the customer filed a chargeback with PayPal for the entire cost of the order. These chargebacks prevent us from issuing refunds until we clear up any potential issues with PayPal and the card-issuing bank.

We are extremely sorry the second mass air flow sensor he purchased also was incorrect. It was picked incorrectly from our warehouse shelf, and we have brought this issue to the attention of our warehouse staff, so the mistake does not occur again in the future. We agreed to expedite the shipping of the re-shipped part for free, to 2 Business Day Express. We explained to him that in order to re-ship, we must see that the incorrect part is coming back to us based on the tracking connected with the free FedEx label we generated for him. The customer indicated he understood this at the end of our phone conversation on September 21. He shipped back the part on Saturday, September 21, when the warehouse was closed and thus could not re-ship any parts. Had he waited until our warehouse re-opened, the new re-shipment would have shipped on Monday, September 23. However, because he filed another PayPal chargeback on the entire second order on September 23, the re-shipment was stalled. Instead of re-shipping him the part, we refunded him for the entire cost of the second order, per his PayPal chargeback request.

As of September 24, we have issued this customer a full refund for the two mass air flow sensors in question, for a total refund of $146.02. Since our system refunded him automatically, it overlooked refunding him the additional $7.63 in shipping he paid for his second order. We have set up a refund of that $7.63 at this time, and that amount will be refunded back to his PayPal account within the next two business days. He will be emailed a notification when the refund is back in his account.

Should he still wish to receive the correct mass air flow sensor, he is free to place a new, independent order on our site. We sincerely apologize for the trouble he experienced, and we have refunded him all the money he has paid us.

Business Response:

We apologize again that this customer had issues with the first mass air flow sensor he received. Again, according the manufacturer's specifications, the part he ordered is supposed to fit and function like the original GM part. If it did not fit originally, it should not have been installed.

When he first contacted us on September 17, 2013, we informed him we were unable to ship him a Delphi part to replace the ****** part he purchased originally, on order ********. He was upset but understood that he needed to place a new order for a replacement part. We informed him if he placed a new order and then returned the first part, he would receive a full refund for the cost of the new order, order ********. We informed him at that point that he would be responsible for shipping the first part back to us to receive the full refund of the new order. After filing a PayPal dispute against our business, effectively reversing the transaction, he returned the under-warranty part and was refunded for the full cost of order ********, $66.42, on 9/24/2013. This refund amount includes the original shipping he paid for the order.

We are extremely sorry that the new part he received for order ******** was shipped incorrectly. We set up a return for him, with a free prepaid FedEx return label, to return that part. He was not responsible for the shipping cost to return that part, because he had to return it due to our error. After he filed a PayPal dispute, we noted that he had returned the incorrectly shipped part and refunded him the entire cost of order ********, $87.23, in full on 10/9/2013.

Unless there is a special circumstance, we do not reimburse our customers for the shipping costs they incur to send back parts under warranty. The customer's statement that he was responsible for the shipping cost to return the incorrectly shipped part is false. Indeed, the FedEx tracking connected with the prepaid label we generated for him indicates that he used the label and incurred no cost to ship back the incorrect part, besides his own time: **************************************************************. Again, we do not reimburse our customers for time and gas money spent, and we have no record of this customer's request for our representatives to send him a letter stating we were at fault for the defect. Indeed, if the part was defective, it is covered under the manufacturer's warranty, as RockAuto has no warranty of its own.

At this point, we have refunded this customer all of the money he paid to us, and we are unable to offer any additional reimbursements.

We are sorry he needed to source the part locally and that he is under the impression that there are thousands of customers that no longer want to shop with us. Our sales numbers and growing number of unique customers indicate otherwise. We uphold the highest standards of customer service, and, unfortunately, it appears this customer relationship must be severed, at this point. While he will no longer be able to shop on our site, due to the PayPal disputes he filed against our business, we hope that this thorough response informs both the BBB and any potential customers that our actions with this customer were transparent and genuine.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

 

As the norm Rockauto is blaming the customers who have to pay them advance

Making a statement that the customer should not have put the wrong part on as to the first order

when in fact rockauto never listens as the part fit but had bad electronics design, did not meet GM specs and caused engine problems due to

how it functioned incorrectly so there was no way to know the part was bad quality until it was installed and functional with engine

This shows how bad rockauto is on parts they do not make but simply sell cheap made in China parts(******) and blaming the customer on how a part they sell is not designed as they falsely claim meeting GM specs.

As to shipping, again rockauto spinning the truth

The first part was sent back using their Fedex account but the fact they do not pick up at homes meant I had to spend 2 hours of my labor, time and gas to drive across town where

returning the wrong part the 2nd time I told rockauto I would not take that amount of time again against my business and thus the 2nd part was shipped via USPS priority which I had to pay for and rockauto owes me that as they sent the wrong part and must bare all costs including my methods of shipping and not them dictating who it is shipped by.

In the end rockauto caused me and my customer time and money and as they ignore to respond to is I was forced to get the car running for the customer and I had to pay out of my pocket twice the amount rockauto charged ( which I did not pass on to my customer since rockauto prevented this car to be driven for days) and in the end rockauto made me pay for the same parts twice and then used my money for weeks and only the fact I paid both times with Paypal caused them to return the money as I filed complaint to Paypal

Again rockasuto's only intent is to blame the customer, use our money, make up screwy rules on shipping and calling customers liars as reason to hold our money until they feel if they ever pay customers back.

Not withstanding the costs of shipping, the $70 plus I paid over the rockauto price for correct part and my customer mad at me for how long rockauto strung us along I lost $80 all due to bad products, ssupport and mangement calling customers liars.

It is closed, rockauto cost me and my customers, time, money and loss to customer of using his car all due to rockauto as countless other customers have filed with BBB and other agencies

Regards,

John Rovner

 

 

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered some parts from Rock Auto and I installed them on my vehicle without knowing they were the right or wrong parts, I just assumed that a auto parts specialist would know what they are doing. I did some research about these parts and they were in fact the wrong parts. We contacted Rock Auto and they told us that they could not do anything about it. So I took it upon myself to contact *** *** of Rock Auto and he wouldn't do anything else for me. They hung up on me once on the phone and after that they were very rude to me.

Desired Settlement: I just wish to send the wrong parts back to them and get the right ones shipped to me. The right parts cost less than the wrong ones and I don't care if I get my money refunded I just want the right parts please.

Business Response:

We are very sorry this customer received mis-boxed fuel injectors in February 2013, when he placed and received his order. He contacted us 10 months later, 9 months outside of our 30-day return policy, to notify us that his truck was running badly and that he investigated the issue. According to the customer, the poor running was caused by the incorrect fuel injectors. He determined he received the incorrect fuel injectors by comparing the part number stamped on them to the part number he should have received.

We initially informed this customer that there was no way we could process a return so far outside of our 30-day return policy. Additionally, the fuel injectors he purchased were on wholesaler closeout (see our policies here: http://www.rockauto.com/docs/warranty.php and here: http://www.rockauto.com/lang/en/policy.html#Returns) and carry only a 30-day warranty. Thus, a return at this point would be both outside RockAuto's 30-day return policy and not covered under warranty.

That said, there is clearly some shared blame in this situation. While RockAuto obviously should not have shipped him mis-boxed fuel injectors, the customer should not have installed those fuel injectors and drove on them for 10 months.

At this point, a return of the incorrect injectors is out of the question. However, we can offer a negotiated settlement to the customer. If he would be willing to place a new order for the same 8 fuel injectors, we can offer him a 50% discount off the entire cost of that order. If he is interested in taking advantage of this negotiated settlement, we require him to contact us personally, so that we may set it up for him. He must not place the order before providing verbal or written confirmation to RockAuto that he is willing to accept the negotiated settlement. We encourage him to email erica at rockauto dot com at his earliest convenience, to indicate whether he would like to accept the negotiated settlement.

1/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Placed an order for two groups of four spark plug tube seals.To avoid a problem I called customer service to clarify which item to order.Received today two each spark plug tube seals.I was shorted six spark plug tube seals.Customer service was argumentitive and refused to send the six spark plkug tube seals I am owed.

Desired Settlement: Please deliver the six spark plug tube seals I am owed.

Business Response: We are sorry this customer was expecting six spark plugs and only received two. There were two options in our catalog, one which indicated he could buy a pack of 4 and one which indicated he could buy the spark plugs individually. The customer chose the individual option, in the quantity of 2. Each spark plug cost $4.19, so if he had ordered six, his order cost would have exceeded $25. Since he spoke to a customer service representative prior to placing his order, we gave him a good faith refund for the entire cost of his order, $10.28, without requiring him to return the two spark plugs. This refund was issued back to the Visa he used to place the order, on November 26, 2013. If he wishes to reorder the 4 other spark plugs he needs, he can do so online at RockAuto.com.

Business Response:

We are glad this customer has received all the spark plug tube seals he needs, at this point. His first order, ********, was placed for two spark plug tube seals, as indicated by the attached order confirmation.

We are sorry if there was confusion over when his second order would ship. He placed his order on Wednesday, November 27, as he indicated, at 6:10 p.m., the day before Thanksgiving. No carriers picked up or delivered on Thanksgiving, and our warehouse was closed both for Thanksgiving and the day after. We listed a one business day delay for parts that were shipping from this warehouse, to indicate the closure. If the appropriate delay was not listed, we apologize sincerely for the inconvenience, but we ensured every warehouse that would be closed for Black Friday had its corresponding inventory marked with a one business day delay. The customer chose First Class Mail as his shipping method, which has no guaranteed ship time. However, the parts arrived Thursday, December 5, just three business days after shipping. When RockAuto makes mistakes, we do everything we can to fix them immediately, including admitting when we've made errors. We thank this customer for his viewpoint and opinion, and we hope he will change his mind about doing business with us in the future.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *******

 

Rock Auto is a perfect company that has made zero mistakes in this fiasco.I am not interested in seeing who can outlast who in this fiasco.Suffice to say,I hope they have learned something about their company and will improve their weak customer service and catalog errors.

1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered several parts from Rockauto.com for my Hyundai Sonata after a car accident. All parts were received and my boyfriend signed for them when they arrived at 9PM on friday 11.15. We did not think to make the driver wait while we individually opened each box and inspected the parts. When we opened the packaging around the hood, we noticed that there was significant damage. The hood was dented in several places. I reached out to Rock Auto on 11.19 and advised of the issue. They advised that we take the hood to a professional and have an estimate done to repair it before they will do anything to assist us. I advised them that this is not a possibility as I do not have a truck and cannot take the hood to have an estimate done. I referred them back to their return policy (which I have included below). I was in communication with several different representatives via e-mail and they all requested pictures of the damage and the packaging. I sent them the original photos, the additional photo that they requested of the entire hood, and the additional photos that they requested of the packaging. I received a damaged product and requested a full refund including shipping. My car has since been completely repaired after I had to pay for another hood from a different company and I still have a damaged hood sitting in my kitchen. Rock Auto is no longer responding to my e-mails. I have received terrible customer service from this company since the day that I reported the issue. No one wants to take responsibility for this. Not only are they non-reponsive but my boyfriend has called several times on my behalf only top speak with representatives who refuse to put a manager on the line and one even hung up on him. Return Policy Included Below Returns Everything we sell is returnable for full part cost credit within 30 days (except certain special order and discontinued items identified in our catalog as "No Return"). If you're not satisfied with something or you just decide you don't need it, you can obtain return instructions using our Order Status & Returns page or by sending e-mail to service@rockauto.com (in your email, please tell us your order number, the part number and the reason for the return). If a part doesn't fit, don't try to "make it fit" and risk damaging the part or your car (or yourself). We won't accept responsibility for any costs exceeding the cost of the part (and you don't need the aggravation of doing a job twice!) so please inspect the part before you start the repair. Returns go to different locations, depending on the type of part and the reason for the return. You must send the return to the correct location and include the return instructions in the package to receive credit. Check that the parts are complete and in their original unmarked manufacturer part boxes (cores must be returned in the box the new part came in). Put the part boxes in a shipping box - returns sent in just the manufacturer's packaging may not be refundable if the original box is damaged in shipping. Please don't paint the part, install the part or throw away the box until you're sure the part you have is the part you need! Please do not write on or alter the box in any way. We cannot issue return credit for parts which have been installed, painted, modified or returned without their original packaging. Shipping charges are not refundable unless the return is due to our mistake. If you decide you don't need a part, we don't mind taking it back but we can't recover the shipping cost. You do have the option of generating a return shipping label for a return from the Order Status & Returns page. The shipping amount will be deducted from your refund. If you refuse delivery or the carrier returns a package because you provided an invalid address, the cost of return shipping will be deducted from your refund. Refunds typically take up to five business days to be issued. Refunds will be issued in the same form as the original payment (eg, if we received a payment by credit card, then we will issue a refund to that same credit card). Payments excepted from this policy include wire transfers, EFTs (electronic funds transfers), or any other cash payment for which we cannot issue refunds in kind. In these cases, a refund will be issued with a store credit or a U.S./Canadian dollar check. Once a refund has been issued, we send a confirmation by email. Providing us with a return tracking number will ensure a faster refund time. If you entered the return tracking information into the Order Status & Returns page, you do NOT need to email us, as we will already have the tracking information on file.

Desired Settlement: I would like a full refund and for Rock Auto to send me a shipping label to return the damaged part

Consumer Response:

On Thu, Jan 2, 2014 at 3:07 PM, <*****************************> wrote:

Thank you for your quick attention to this matter. I am satisfied with the outcome, as this is exactly what I asked Rock Auto for to begin with. Have a wonderful day!

 

Thank You

 

****** *******

 

Business Response:

We are extremely sorry this customer received a damaged hood. She is correct that the packaging was inadequate to prevent the part from being damaged in transit. Unfortunately, the representative handling her issue did not recognize this problem from the outset, and instead filed a claim with the carrier to attempt to be reimbursed for the damage. However, when the carrier denied the claim due to there not being sufficient evidence that the part was damaged in transit, we realized that we should have processed her return simply as a defective part, due to the inadequate packaging. We have addressed this packaging concern with our warehouse, so it does not occur again in the future.

Due to the high shipping cost of the hood, the customer is not required to return it. She may discard the hood after she is refunded. We have set up a refund for her, which will be issued within the next 5 business days to the Visa card used to place the order. The amount of this refund will be the cost of the hood, $133.79, plus the proportionate amount of original shipping she was charged for it, which is currently unknown but estimated to be between $60 and $150. We apologize again for the inconvenience and the delay in resolving this situation.

12/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Approximately two months ago, I ordered a replacement clutch from Rock Auto. I then gave this part to a mechanic to install in my car. I did this in an attempt to save money, as the mechanic had told me that any replacement part that he ordered would be more expensive. A short time after the clutch was installed in my car, it was determined to be faulty. The mechanic determined that the part was defective and failed through no fault of my own. I had spoken with a customer representative at Rock Auto, and she had informed me that if I were to have the clutch uninstalled from my car, that I would be given a full refund, minus the cost of shipping and handling. After being told this, I spoke with the mechanic and agreed to have him order a new clutch to put in my car, instead of me giving him a new part to install. I did this because the mechanic promised to warranty the entire job, due to the fact that he ordered the part and was responsible for its success or failure. The day after I received my car from the shop, I contacted Rock Auto with the intent of returning the faulty product for a refund. They then informed me that, due to their warranty policy with the manufacturer, they would only offer me a direct replacement for this part, and they could not refund my money after more than 30 days. After arguing with the different representatives, they informed me that the best that they could offer me was store credit for the amount of the part. This was obviously very different from what I had been told only a couple of weeks earlier. I have no desire to receive store credit, as I will never be purchasing from this company ever again. I spoke with several different customer service representatives, and even one of their supervisors, and received help from no one. They were incredibly difficult and refused to budge at all on this issue. I explained to them that all I wanted was my money back. I originally paid the mechanic 700 dollars to install the part, plus the cost of the part itself, which was about 300 dollars. After agreeing to have a different clutch installed, I had to pay another 550 dollars. The mechanic agreed to give me a break on the labor because I had to have this job done again. I have already spent over 1500 dollars on this job, and would just like to get a little bit back so it is not a complete waste.

Desired Settlement: I would like my money back.

Business Response:

We are very sorry this customer experienced trouble with the clutch he ordered from RockAuto. RockAuto has a 30-day return policy, during which a part can be returned for any reason, as long as it is uninstalled, unmodified and the original manufacturer's part box can be returned. 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, as stated here in our warranty policy: http://www.rockauto.com/docs/warranty.php.

If a part fails or is deemed defective after this 30-day return policy, it is covered under the manufacturer's warranty. When he called on November 18, 2013 with the diagnosis that the throw out bearing on the clutch was deemed faulty by his mechanic, our female representative offered him two options for a warranty replacement return: 1) Return the part, pass along the tracking number to us and as soon as we see in the tracking that the part is on the way back, we will re-ship the new part or 2) Place a new order for the same part, receive it, install it, make sure nothing is wrong with it, and then contact us for return instructions to return the failed part. Upon our warehouse's receipt of the failed part, we refund the entire cost of the new order. At no point was this customer told that he would receive a full refund minus the cost of shipping and handling, unless he is confusing option 2 with the possibility of a refund upon return of the failed clutch.

Our representative recalled that the customer seemed hesitant to replace his clutch with another of the same brand and part number, but at that point, she reassured him that this issue was the only of its kind that any customer had experienced, and we sell several of this part number per month.

When the customer called us again on December 5, 2013, requesting a return for a full refund, we again reiterated our warranty policy and the two replacement return options available to him and even offered an exception to our warranty policy – a return for a store credit refund.

We apologize sincerely for the inconvenience that he has experienced with this part and for the admittedly quite high labor costs he had to pay. Per our warranty policy, “warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses.”

If he wishes, he may find that paying for a new part and then returning the old would be in his best interest, as he could then re-sell the new part. Otherwise, if he is interested in the store credit refund, we would be willing to facilitate that exception to our warranty policy. At this point, we have received no parts back from the customer, so we are unable to refund him any money, in store credit or otherwise. We encourage him to contact us directly at ***** ** ******** *** ***, to determine how to proceed – to follow one of the two warranty return options or return the clutch for a store credit refund.

Business Response:

We are sorry that this customer experienced issues with the part he received. However, per our warranty policy, “warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses.”

We are unable to allow a return of this part for a refund back to his original method of payment at this point, as it is well outside our 30-day return policy. Additionally, the offer of returning the part for a refund was never extended to the customer, so it is unreasonable to expect our business to breach both our return and our warranty policies to allow a return for a refund. However, if he is interested in a store credit refund, we would be willing to facilitate that exception to our warranty policy. At this point, we have received no parts back from the customer, so we are unable to refund him any money, in store credit or otherwise. We encourage him to contact us directly at ***** ** ******** *** ***, to determine how to proceed – to follow one of the two warranty return options or return the clutch for a store credit refund.

Consumer Response:

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'm done with these people. They obviously have no interest providing good business with their customers. I will never again do business with Rock Auto, and I will be sure to warn everyone I know to stay far away from this sorry excuse for a business. Judging by the amount of complaints against Rock Auto on the BBB's website, this won't be the last time that they have a complaint filed against them. I hope the 300 dollars for the clutch kit was worth losing a customer who would've continued to buy parts from Rock Auto for a long time. 

Regards,

****** *******

12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a purchase from Rock Auto on 10/2/13 for 4 struts. At this time, my husband and I called to confirm eligibility for these with a promotion the manufacturer was offering called Monroe Shocktober. We were advised by customer service representatives that these qualified and were directed to the website for rebate submission. The rebate was by 3, get the 4th free through a rebate via Visa giftcard. I submitted the warranty claim online and followed up with ******* Rewards, the third party, via mail as well. My claim was denied. Shortly after, I had to reach out to Rock Auto again because of this as well as the fact that two of the struts were defective. We placed a new order and went through the exchange (or warranty as they refer to it) process. During this period my husband and I again spoke to representatives regarding the issue with *******. *****, ****, and woman with a name similar to ****** or ****, and one other representative advised us if we had further problems with *******, the third party, to reach back out to Rock Auto and they would take care of it because we should have no problem with getting the rebate for these parts. On 11/18/13 after mailing the paperwork to ******* again, we were denied. I reached back out to Rock Auto. I have emails below where the company is not standing behind what their representatives told me and failing to provide the rebate I was told I would receive (in the amount of $59,99, the least expensive of the price points on the struts- two were $69.99 and two were $59.99) and that they never informed us of this. They even refused to put me in contact with a supervisor. I will attach the emails or can forward upon request.

Desired Settlement: Credit or Visa gift card in the amount of $59.99 as promised.

Business Response: We are sorry this customer does not qualify for the Monroe/******* rebate. It is our customers' responsibilities to follow up on rebates and ensure the products they are purchasing qualify. This customer purchased Monroe Econo-Matic struts, which are Monroe's economy line struts. Monroe/*******'s Shocktober rebate program offered rebates to customers who purchased 4 qualifying struts, including Quick-Struts, their high-end strut line. Econo-Matic struts were not included in the rebate program. We apologize for any confusion and that she does not qualify for the rebate, but the refund she requests cannot be provided.

Business Response:

We are sorry if there was confusion regarding with whom this customer spoke. RockAuto keeps detailed order notes and records based on the customer's phone number and email address, so if she has contacted us multiple times from different phone numbers, that would explain the confusion. Based on the order notes we have regarding her various purchases, every representative with whom she worked has been followed up with, and none recalls any mention of her rebate eligibility.

Additionally, our representatives would not encourage a customer to contact RockAuto if s/he had problems securing a rebate with the manufacturer. Rebates are facilitated through the manufacturer, and RockAuto is not responsible for helping a customer secure a rebate. It is unreasonable to expect a retailer to refund a rebate for which the customer is not eligible and which the retailer itself did not create. At this point, we must reiterate that we are unable to refund her money that she did not pay to us, nor are we able to convince the manufacturer to process a rebate for which she is not eligible.

Consumer Response:

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.

Bottom line again is they're lying. That's fine. They may not be held accountable this time, but customers in the future will see the negative interactions. I tried voicing my complaint politely (no profanity or foul language; nothing but true facts) on their social media and they've deleted it as well. The company is not true to their customers. Thank you BBB for trying to help. Consumer affairs is the next step to notify them of the problem even if nothing else than to go on record. 

Regards,

******** *******

12/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered multiple parts called 3 times been lied to that they will fit my car i placed order as instructed received items wrong and 1 item damaged they have not refund my money for the item damaged they want me to pay to shipp items back 3 time to pay for shipping This Business is scam they lie and cheat people we need to file class action lawsuit and shut them down. This order was shipped 155 days ago.no refund

Desired Settlement: $600 they owe me.

Business Response:

We are sorry if there was any confusion regarding this customer's returns. The hood he references, which arrived damaged, went through the freight carrier's claims process. The claim was denied. However, given that there is reasonable evidence that the carrier may have been accountable for the damage, we will consider a negotiated refund for the hood, if that will resolve the customer's concerns.

Regarding the other two parts he references, the bumper covers, we offered him a return for a full part cost refund on July 22, 2013, as indicated in our response via the BBB. We have been waiting on the bumper covers to be returned since. We have not received any tracking numbers regarding the return shipments, so we can only assume he has not yet returned them for the agreed-upon part cost refund.

Given the prolonged nature of this situation, we are willing to credit him $120, half the cost of the hood and the proportionate amount of the shipping he paid for it, as a negotiated refund, to account for the troubles he experienced with this part and the ensuing freight claim.

We cannot issue any refunds for the two bumper covers until they are returned. If he has shipped them back to our warehouse, we encourage him to provide us with the tracking number(s), so we can verify their return and issue his refund.

We encourage him to email us directly at erica at rockauto dot com, indicating both a) whether he would like to take advantage of the $120 refund for the hood and b) the return tracking number(s) for the bumper covers.

12/17/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received an e-mail from the company offering a 5% discount on my next order. I was unable to find where to add the code during the online order process. (I was told during my phone call to them that i should have entered it in the where did you here about us window?) When I called to ask them to apply the discount they refused to return the credit to my Paypal account and stated it would cost to much! Oh but I could use it on my next order. They made it difficult to find where to enter the code and then refused to honor it.

Desired Settlement: I only want to have a credit at the store or a refund on my Paypal account. I won't be able to order from them if they won't honor their offer. Too bad as they have always been good in the past.

Business Response:

We are sorry to hear that this reviewer could not use his 5 percent discount code. Discount codes should be entered into the "How Did You Hear About Us?" box on RockAuto.com, either in the Shopping Cart or on the Checkout page, with no other words or phrases. If the code is valid, it will apply to the order total automatically.

However, if customers forget to enter their discount codes, as long as their orders have not shipped and their discount codes are valid, we can deduct the discounts manually. Since this customer's order had shipped by the time he contacted us, we were unable to apply the discount code.

Discount codes are used to reward repeat customers and encourage future loyalty to our business. We cannot retroactively refund this customer money as a “discount,” as that is not a reasonable interpretation of the rewards program. We hope he will give us a chance again in the future, with our discount code policies in mind. 

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased auto part; received part tagged with ordered part# but did not fit car; figured the mfg must have changed part during model year and tried to solve need another way, unsuccessfully; later was telling someone about it and showing part and realized that it had an embossed part# on the part, which was different from tag on part; contacted Rock Auto who refused to exchange part for correct one since it was longer than 30 days; I figure it's their fault since they tagged the part with the wrong part#.

Desired Settlement: Exchange my incorrect part for the correct one, and they should pay for shipping of the incorrect and correct part.

Business Response: We are very sorry if this customer received an incorrect part. While the part numbers he referenced in his email to us (attached) do not match anything in our online catalog (******** and ********), the customer did not purchase the part under his exact vehicle. It is unclear whether the embossed part number he references is actually a cross-reference part number, or if it simply references the manufacturer and date or type of vehicle it is supposed to fit. Given this lack of information, we cannot confirm whether the customer even received an incorrect part. RockAuto has a 30-day return policy during which parts can be returned for any reasons, as long as they are uninstalled and the original manufacturer's part box is returned. This customer placed his order on October 28, 2012 and contacted us over a year later, on November 27, 2013, requesting a return. Due to how far he is outside of our return policy, we are unable to issue a return authorization for this part.

Business Response:

We are sorry this customer no longer wants to do business with us. He is correct that the part number he ordered, *********, was available in our catalog one year ago and is still available now. However, when he placed his order, he appeared to have ordered by part number alone and not by choosing his exact make, year, model and engine size on RockAuto.com, then choosing the correct category (Body-Exterior) and needed part (bumper cover). The part he ordered is listed to fit the 2007 Toyota Corolla, but only for the larger 1.8L L4 DOHC engine, not the 1.6L L4 CNG DOHC engine. So, if he has the 1.8L engine, the part he ordered is correct. We did not have his vehicle information prior to him providing it to the BBB via his complaint response.

While it does seem possible that the customer received a mis-boxed part, we are unable to set up a return at this point, more than one year beyond our return policy. We apologize sincerely again for the inconvenience he experienced.

Consumer Response:

[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 response is lame. I have the larger 1.8 L engine, but the part is mis-labled. But I can see that I will get nowhere with is company, so I accept the fact that they refuse to listen to may complaint and are within their rights to do so because I waited more than 30 days to ask for a part exchange. I am unhappy with the way they do business, so I will simply exercise my option to do no more business with them and to discourage anyone I know from doing business with them.

If you have a "resolved but still unhappy" category, please put my complaint in that category. At least I can thank you for being there to act as the go-between for people with complaints. 

Regards,

 

**** ******

12/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered ball joints from their on-line web site. The item that I received is not the item that was advertised. I ordered MOOG brand ball joints that come with mounting hardware and are greasable and serviceable. What I received was a standard ball joint that is not serviceable and has no mounting hardware. I contacted RockAuto customer service to return the items and they informed me that I had selected a "Wholesale Discount" item and because of that, the item would not be as pictured on their web site and would come in a plain box. They sent me a link to their FAQ stating their policy on Wholesale Discount items. They even admitted in the email chain that the "wholesale discount" item was the default item selected because it was lower in price that it was my fault that I ordered it because I did not specifically change the field to "regular inventory" before adding the item to my cart. They said I could return the item but that I would have to cover the cost of shipping. I have spoken with the several times via email with no change in their policy. They still claim that it is my fault for not changing the default field to "regular inventory". I understand that as a internet business, RockAuto LLC cannot cover return shipping on every item that is ordered incorrectly by their customers. However, in my case, it is clearly the fault of RockAuto that the order was placed errenously. Yet their customer service department will not agree to cover said shipping.

Desired Settlement: Shopping on their website is misleading with the "Wholesale Closeout" items. They are selected by default but the line item contains the manufacturer, part#, picture, and technical details of their "regular inventory" item. The result is that the consumer is lead to believe that the item they are purchasing is the regular stock item at a reduced price when in fact, that is not the case. They are purchasing a generic item that may or may not match the item in questin. Also, they do not offer pictures, technical details, manufacturer, nor part#'s for their "wholesale closeout items". They do have a policy on these wholesale items in their FAQ. But that is buried on their site and is not presented to the user before they make the actual selection or purchase of a "wholesale closeout" item. They need to change their default selection to regular inventory to prevent consumers from accidentally ordering an item that is not what is being advertised. They also need to honor return shipping costs for customers who have fallen victim to this unintended false advertising.

Business Response: We are very sorry this customer experienced confusion regarding the differences between the Wholesaler Closeout and Regular Inventory Moog ball joints we have for sale. He makes a valid point that our Info box does not point out the differences in serviceable (regular inventory) vs. non-serviceable (wholesaler closeout) ball joints.

Due to the inconvenience he experienced, we have removed all Moog ball joints that were non-serviceable in the wholesaler closeout category. We have contacted our supplier to confirm that these wholesaler closeout ball joints are indeed Moog stock, which it previously confirmed. Additionally, we are seeking ways to list these wholesaler closeout ball joints separately over the next few weeks, though this project has not yet been completed.

As a “thank you” to this customer for bringing this issue to our attention -- and as a compensation for his inconvenience -- we have set up a return for him that allows him to return the parts via a prepaid FedEx label, for a full refund of the part cost and the proportionate amount of original shipping he paid. We hope he will keep us in mind in the future! 

Consumer Response:

[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,

 

***** ****

12/13/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I shopped for a part for a 1995 Camry 4 cylinder and received it in July this year. Receipt says 1995. I tried to install it-on October 29 (had no money till then for the repair) This part is for a 1994 Camry not 1995. Why was it shown online for a 1995 car? Rock Auto refuses to take it back. It was/is mislabeled online . 1995 Camry 2.2 L4 that's my car I do know it may have been assembled in 1994 but is clearly a 1995 model and that's what I purchased parts for in good faith.

Desired Settlement: Take it back and refund me the cost which was $29 plus shipping/tax

Business Response:

We are very sorry this customer received a master cylinder that will not fit his vehicle. The master cylinder he ordered will fit 1995 Camry 1995 TOYOTA CAMRY 2.2L L4s that were manufactured before and through July 1994, as seen in the part description for the part, which we have included as a screen shot, attached to this response. Often, vehicle manufacturers will manufacture vehicles for the upcoming year during the second half of the year prior. Thus, the master cylinder he ordered should be listed for a 1995 vehicle, and it will only fit the early version of that vehicle, which was manufactured before and up to July 31, 1994. RockAuto has a 30 day return policy during which unwanted parts can be returned, as long as they are uninstalled and the original manufacturer's part box can be returned. Because this customer ordered the part in late July and contacted us in late October regarding the issue, 2 months outside of our 30 day return policy, we are unable to accept a return of the part at this time.

Consumer Response:

I have to take this brand new part to the landfill now that rock auto won't take it back!

Its never been installed-they can sell it and avoid a stupid landfill addition in ignorance.

Why can't the take it back and resell -like I said it is just as I received it-but its NOT for my 95 Camry as advertised.

They need a notice"Note this may NOT fit all 95 Camrys".

simple

I was assured this was correct part at purchase..

 

Business Response: The master cylinder this customer ordered will only fit the early version of that vehicle, which was manufactured before and up to July 31, 1994, as listed in the part description on our website. RockAuto has a 30 day return policy during which unwanted parts can be returned, as long as they are uninstalled and the original manufacturer's part box can be returned. Because this customer ordered the part in late July and contacted us in late October regarding the issue, 2 months outside of our 30 day return policy, we are unable to accept a return of the part at this time.

12/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought an A/C Compressor and when I got it, it was missing parts that should be with it to function in my car. It was missing a pressure switch and pressure valve. Rock Auto kept ignoring my emails and a PayPal dispute I made claim of. I called Rock Auto up and explained the problem and they said the company they go through that is named GPD doesn't supply those parts with the compressor. They said I had to go buy them. I just paid $189.79 not including shipping for it and close to $20.00 shipping. Those parts should of been installed in the a/c compressor during the rebuilding process. Rock Auto should have stated on their website those parts are not included with the compressor; but they did not. I would not have bought it knowing two parts were missing that are very important parts that must be in that a/c compressor. I wasn't aware of the problem until it got shipped to me. That is not a complete rebuild at all to leave out two very important parts. I asked them more than once for a prepaid RMA to ship it back; but they decided to make me pay to ship it back. That is totally wrong. I spoke to customer service at PayPal and the representative agreed what Rock Auto is doing to me is wrong. This is just plain out bad business practices and I will never buy parts from them ever again. They lost a good customer that bought 100's and 100's of dollars in automotive parts from them; but never again will I buy anything they sell.

Desired Settlement: Total refund of the cost I paid for it and the shipping also. This is their fault, not mine.

Business Response:

We are sorry this customer received an A/C compressor that he was expecting to include a pressure switch and pressure valve. The manufacturer does not include those parts with the A/C compressor he ordered; they must be purchased separately. The customer emailed us several times Monday morning before a customer service representative was able to determine he already filed a PayPal dispute. When the customer called, we explained that the parts are not included and that our website will list any additionally included parts in the part description for the item, as well as show the included parts in the item photo. We advised him of our 30-day return policy and reminded him he can return parts within that 30-day window, as long as they are new, uninstalled and returned in the original manufacturer's part box. If parts are not wanted or needed, we ask that customers ship back the part using a shipping method of their choice, to return the part for a full part cost refund. According to our order records, the customer has now returned the part and provided us with a tracking number for the return. He will be issued a refund for the cost of the part, $181.79, within 5 business days of our warehouse receiving the part. He will be emailed automatically when this refund is issued to his PayPal account.

Business Response: We are very sorry this customer no longer wishes to shop with RockAuto. The other A/C compressors indicate in the part description whether they include the clutch, o-rings and control valve, as seen here on our site: ***************************************************************************. The part he ordered, GPD Part # *******, does not list additional parts as included, and is approximately $30 less than all of the other A/C compressor options. Since the manufacturer of the compressor he purchased does not include the parts he needed to purchase separately, we do not have those parts to ship to him, nor are there any additional refunds we can issue at this point. We regret that we have lost his business, but he received the complete part that he ordered.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** **********


How can the complaint ever be resolved when these a-holes won't refund my money after they got back the A/C Compressor in perfect condition. I been dealing with these creeps for way too long. They said to BBB they were going to refund the money; but never did. They are a pack of liars and thieves  to be 100% politically correct on this issue. They don't respond to email disputes from me, nor PayPal or the BBB, so what does that tell you? It really don't make much difference at this point because I had the payment stopped through my credit card company because they would not do as they said they would through PayPal where I bought the product through. They should have a bad rating on file from now on here at BBB due to the irresponsible behavior. 

12/6/2013 Problems with Product/Service
11/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased multiple "wholesaler closeout" parts Advertised same as Manufacturer, private label, private packaging, etc. They are not the same. Some of the parts appear USED, and some are Missing Hardware which makes them uninstallable. As stated, these parts are not the Same as what they are advertised as. Ordered multiple times from Rock Auto and Never had a problem until this order. I requested reimbursement for shipping both ways. I should not be paying double shipping for misrepresented parts. Rock Auto purchased a load of wholesale parts from Car Quest, failed to check quality or compare items, and then shipped them out. Mistakes happen, all companies make them, that is life. Putting the blame on their mislabeling and misadvertisement is dishonest, it is also very poor customer service. Do not put the onus on the consumer.

Desired Settlement: Requesting Reimbursement of Shipping both ways and Refund

Business Response:

We are very sorry this customer received parts that were missing hardware. We've set up a defective return for him to return that particular part, and he has been refunded for its part cost, along with the proportionate amount of shipping he paid for them.

Regarding the parts that are labeled as CarQuest when he was expecting Moog, the customer purchased private label packaged, wholesaler closeout parts. Per our description online for private label packaging, “Private label packaging may have other company brands stamped on them as part of a wholesale closeout special” (http://www.rockauto.com/lang/en/answers.html#privatelabel). The parts themselves are Moog parts, and should fit and function the same as the original equipment manufacturer's parts. The parts should also be brand-new, but the boxes or packaging may be older or dustier, due to sitting on our warehouse's shelf for longer than fast-moving, new inventory. We have set up returns for this customer to ship back the parts he does not want, which are Moog parts in CarQuest boxes, and we have refunded him for their part costs. We are unable to refund the original shipping on parts that are simply not needed or wanted, per our return policy (http://www.rockauto.com/lang/en/policy.html#Returns).

11/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered fuel injectors from rock auto for a 2005 subaru forester xt (turbo) the part number is **********. It is a remanufactured part from GB remanufacturing Inc. The picture displayed is the part that is currently installed on my vehicle. it is a yellow top side feed injector with a metal nozzle and 12 orifice and has a red ring located between the two rubber O-rings. The part I received does not match the picture, it is a yellow top side feed injector with nozzle that is ~6mm shorter and has a plastic cap with four claws it also only has 4 orifice and has a green ring between the O-rings. Both dealerships have advised against installing these in my engine. and I contacted AUS Injector to ask what the difference is to which they said that there is a 10 degree difference in the spray pattern. Upon contacting both rock auto and GB remanufacturing I was told that they will work and that subaru just made some different ones. there is obviously a difference between them otherwise one would not exist or there would simply be no reason to make different ones and when I asked for the part number from subaru they gave me the part number and told me that they have the 12 orifice nozzle. I pointed out that these do not match the picture that is attached to the product and that it does not state anywhere that the product could be different upon arrival. I was told I could return them but I have to pay shipping both ways, which I dont think is fair as this was not my mistake. They assured me that these were the correct part as they have sold 41 and have had no complaints but the problem with that is that they offer the same part as a rebuild service where you send yours in to be rebuilt. so if someone sent theirs in they would obviously not have this issue. also it is entirely possible that some of the subaru foresters have the 4 orifice fuel injectors and that those were what they needed. my point is that there are many variables.

Desired Settlement: I believe that the product should be refunded and the shipping charges reimbursed as the product was misrepresented by the picture they have posted with this product. I would not have ordered this product if it had the picture of what they actually are.

Business Response:

We are very sorry this customer received fuel injectors that appeared to be incorrect for his vehicle. We verified with the manufacturer two separate times that the injectors were correct for his year, make, model and engine size: a 2005 Subaru Forester 2.5L H4 Turbo DOHC. The manufacturer confirmed the dealer originally made several variations of the fuel injectors,with different color o-rings. The green o-rings with 4 orificies will fit and function on this customer's vehicle, like the original fuel injectors.

The customer chose to reverse his PayPal transaction and file a dispute. He returned the fuel injectors to our warehouse and was issued a refund via PayPal for $170.42, the cost of the 3 fuel injectors he purchased, the 3 fuel injector o-rings and the proportionate amount of shipping he paid for all the parts. RockAuto maintains that these are the correct fuel injectors for his car.

11/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: on oct.13, 2013,, I loaded $140.00 on to my rush card @ ******s in ******** **.. I came home , got on-line with rockauto.com. to order a fuel pump for my oldsmolbile aurua 98, (misspelled) but I used my visa rush card to order that product, and I called them (rockauto) to see if my order went through,, the lady I spoke to first said my card was declined and I need to get in touch with my bank,, I called rush card and said the money was took out by rockauto, ,the amount took out was $110.57..so I called back rockauto, the man I spoke to said they denied my card and purchased caused I put in a wrong address that did not match my rushcard, I told the man , I seen the mistake and changed it to the correct one,,, and how do I get my money back,, he said the "ball is in rushcards park and they have to put the money back on my card" "we have nothing to do with it anymore" but my account is still saying rockauto has the money and that the part is order, and the man said they disputed my order, I have the receipts and everything concerning this situation. I WANT MY MONEY BACK ON MY RUSHCARD,, OR I WANT THE FUEL PUMP I ORDERD, ONE OR THE OTHER,, IM TIRED OF GOING BACK AND FORTH TO ROCKAUTO AND MY RUSHCARD REP. AND WAITING ON THE PHONE 20 TO 30 MINS FOR EITHER ONE TO ANSWER THE PHONE ,,AUTOROCK DONT NEVER GIVE ME A CLEAR ANSWER, I ASK THEN IT SOUNDS LIKE THEY GET TIRED OF HEARING ME AND HURRY ME OFF THE PHONE, I NEED THAT MONEY BACK SOON AS POSIBBLE OR THE FUEL PUMP,, FOR A 1998 OLDSMOLBILE AURORA, 4.0L..PLEASE HELP ,,, I REALLY NEED MY CAR BACK ON THE ROAD AND ROCKAUTO JUST GAVE MY HOPES UP. THANK YOU **** ******

Desired Settlement: I want either the fuelpump or a refund back to my rushcard (visa). and for all this hassle I should not have to wait 3 to 4 business days to wait for the fuel pump if they desided to send it,, my refund either,,

Business Response:

We are very sorry this customer experienced trouble placing her order. The Rushcard she used was connected to her PayPal account, so, rather than choosing the “Visa” payment method to place her order, she needed to choose PayPal.

The customer re-tried placing the order on October 14, choosing PayPal as her payment method, and that order shipped to her. It arrived Wednesday, October 16, less than 2 business days after she completed the order successfully.

11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am performing a full engine rebuild on my Fiance's Toyota Camry (I am a certified mechanic). I bought almost all the parts for the car from rockauto.com (around $1,000). One part I purchased was a timing belt component kit which came with the belt, idler pulley, tensioner pulley, and tensioner spring. I installed everything and the bid day came and I started the engine for the first time. It idled fine but at 2,000 rpm the engine died and I heard a loud clang. I discovered that the timing belt shredded which allowed the crankshaft to rotate while camshafts were stationary which caused a couple pistons to collide with the valves. Now I have leaking valves, hours upon hours of work ahead of me, and at least $200 worth of parts that need to be replaced. After further investigation I found out why the belt shredded, it was because of the tensioner spring was too long. I bought another spring from a Toyota dealership and compared them, the rockauto.com spring is significantly longer. This caused my belt to not have enough tension which lead to all the other problems previously stated. I called the rockauto.com customer service number and was told that all they could do was replace or refund the cost of the spring (around $2.00). This was entirely unacceptable considering I have hundreds of dollars worth of damage.

Desired Settlement: I would like them to send me a rebuilt cylinder head for a 1997 Toyota Camry with the 4 cyl, 2.2L 5SFE engine as well as a complete upper gasket set. I am not asking to be compensated for my time, but I need these parts and I can't afford to buy them, not after all the money I've already put into this car (especially after the $1,000 I've already spent on their website). At the very LEAST, I would like a full set of valves and the upper gasket set. This would mean a lot more work for me but it would at least get the car running again.

Business Response:

We are extremely sorry this customer experienced the aforementioned trouble with the timing belt tensioner spring. When he called to let us know about the problem, we apologized and immediately set up a refund for him for the cost of the timing belt, $12.49, which he indicated was an acceptable solution. He called us back over 1 month later to explain the trouble he discovered with the tensioner spring was due to its length. We are uncertain why this was not investigated prior to calling with the problem the first time on August 4. At that point in time, the customer informed us that only the timing belt was damaged and did not mention any damage to valves or other engine parts until his second call regarding the problem on September 9.

RockAuto has a 30-day return policy, during which parts can be returned for any reason. After that 30-day return policy expires, RockAuto honors the manufacturer's warranty. Typically, manufacturers do not cover any extra costs under their warranty. However, the manufacturer of this timing belt component kit considers labor claims, but only for the labor costs. The manufacturer will not consider shipping out parts of a kit that were not included with the kit in the first place, nor will it absorb costs for collateral damages to other parts of the vehicle. The manufacturer will not consider shipping the customer a rebuilt cylinder head, a complete upper gasket set or a set of valves.

We contacted the manufacturer to look into submitting a claim for this customer, and our request was denied. The manufacturer stated the spring length difference should have been caught before installation. At this point, while we cannot ship out new parts to the customer that he did not order, we can offer a settlement refund for the cost of the timing belt component kit and the proportionate cost of the upper gasket set, approximately $105. If the customer wishes to take advantage of this settlement offer, we encourage him to email us directly as soon as possible at: erica at rockauto dot com.

Consumer Response:

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.


They have made no attempt to contact me and I have now had to spend over $250 to fix my car.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ********

 

 

Business Response: To clarify, we requested that the customer contact us via email. We have not received any correspondence from this customer to the email indicated below. To reiterate, while we cannot ship out new parts to the customer that he did not order, we can offer a settlement refund for the cost of the timing belt component kit and the proportionate cost of the upper gasket set, approximately $105. If the customer wishes to take advantage of this settlement offer, we encourage him to email us directly as soon as possible at: ***** ** ******** *** ***.

11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 8 sparkplugs, 8 ignition coils (aftermarket part, standard motor products), and 8 plug seals to do a tune up. ********* ********** performed the tuneup. Day later, cylinder 1 misfired. ********* Tire diagnosed the coil defective (they tested the defective coil on other cylinders, and it failed) Cylinder 1 spark plug was damaged as a result and needed replacement as well. $300+ to correct the issue (they replaced it with an OEM coil that was $200, all is well). Rockauto said I could return the defective coil. 1 week later, Cylinder 7 misfired, took it to ********* automotive to diagnose. I spent extra money to diagnose/test for other possible causes such as smoke tests and Air fuel ratio, etc testing/measuring. Basically checking anything else that could cause a spark plug to foul or cause a new ignition coil to fail. Diagnoses from ********* Automotive: Faulty Ignition coil only, spark plug is fouled. I can not afford to keep going back and forth one by one to replace faulty ignition coils as they arrise. Too much labor money involved. At this point, the smartest thing to do is to buy 7 more OEM coils (which I've already ordered) and have Cylinders 2-8 replaced. Rockauto will only allow me to return the 2 faulty coils. I can not wait/afford for the remaining 6 coils to falter. I do not want to keep the 6 coils as backups as I will never use them. I called Standard Motor Products who told me that I must resolve this through Rockauto. Given this gross situation, with 2 out of the 8 coils (25% failure), I feel I should be refunded for all 8 coils. 1 Failure I could accept, 2 is just wrong.

Desired Settlement: Refund for the 8 coils + return shipping

Business Response:

We are very sorry this customer experienced trouble with several of the ignition coils he purchased. The manufacturer will not accept returns of functional, installed parts if they have not been determined by a certified mechanic to be defective. After several emails back and forth with him and his mechanics and contact with the manufacturer, we determined that 4 of the 8 ignition coils were giving misfires. We have set up a return for him to return 4 of the 8 coils for full refunds, including the original, proportionate amount of shipping he paid for the coils and free FedEx labels to return the parts. The customer indicated this was an acceptable solution.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9731714, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** **

 

 

They took back 4 faulty coils.  Mechanics vouched for me.  I never said I was completely satisfied with that, but that I would take what I could get in the meantime and not miss any timeline deadlines.  I have 4 more coils that are "working" but need to return them due to the 50% failure rate I experienced.

 

For a couple weeks now, I've had 8 expensive OEM coils on and everything has been just fine and dandy.

Business Response: We are very sorry this customer had trouble with the coils, and we are glad to hear he no longer is experiencing the same problems. However, we are unable to accept the 4 working coils for return. The manufacturer will not accept returns of functional, installed parts if they have not been determined by a certified mechanic to be defective, and thus we would not be able to refund the customer. 

10/26/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered part that did not work, called to receive return instructions, poor customer service, refused to honor warranty and take part back for refund or store credit

Desired Settlement: Would like refund and shipping/handling charges refunded

Business Response: We are very sorry this customer had trouble with the fuel pump he purchased. He left this complaint prior to speaking with *** ******* of our warehouse, who in turn set up a return for a full refund, including the original shipping this customer paid, after the customer explained the problem he was experiencing further. Per the manufacturer's wrranty process, the full refund is subject to the manufacturer inspecting and testing the part to verify that the fuel pump did not fail due to tank contaminants, According to our records, the customer has yet to return the fuel pump.

10/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I spoke with a sales representative that gave me false information about a product when I asked for more information about it - stating that the starter would work on both manual and automatic vehicles. Upon ordering and installing the part it was found that it was the wrong part and that it would not work on my vehicle. After speaking with customer service, they refused to replace the part because it had been installed. I would not have continued to try to purchase that product after asking those questions if I hadn't been given that information by a company representative. Customer service was rude, accusational, and now I am stuck with a part I can't use, and can't afford to get another. I have a broken vehicle, my household is struggling to find transportation to get children to school, to get to work (which is placing strain on our employment situation), and to get basic necessities; all of this is because of false information from Rockauto, bad customer service, and a refusal to replace a product that I wouldn't have continued trying to purchase if that information would not have been provided to me during a phone call.

Desired Settlement: I would like Rockauto to provide me with the proper replacement part for my vehicle. I have been a loyal customer for years, but after this terrible and ttraumatic situation, I can't see ever using or suggesting the usage of this site ever again. Please replace the part that I have with the one that works, thank you!

Business Response:

We are very sorry this customer received a starter motor he cannot use. The part description for the starter motor he purchased for his 1992 Ford F-150 4.9L L6 states, “Standard trans.; Power: 1.4KW; Permanent Magnet Gear Reduction; OE Manufacturer: Ford” (http://www.rockauto.com/catalog/racatalog.php?carcode=1122028&parttype=4152). “Standard” and “manual” transmission are interchangeable terms, and the starter motor he ordered is specific to standard – or manual – transmission, as stated in the part description. The starter motor this customer purchased will not work on his automatic transmission truck.

According to our records, this customer called and spoke to 2 representatives on September 16, the day before he placed his order on our site. Neither representative recall speaking to the customer about whether the starter motor would fit his automatic transmission vehicle. All representatives at RockAuto are trained to encourage customers to review the part description prior to ordering. Additionally, all of our representatives know that “standard trans.” indicates the part will only work on a standard transmission vehicle and would have communicated that information to an inquiring customer.

RockAuto has a 30-day return policy, during which parts can be returned for any reason, so long as they are not installed or modified in any way and the original manufacturer's part box or packaging can be returned (http://www.rockauto.com/lang/en/policy.html#Returns). We are unable to accept a return of this starter motor, because the customer stated he installed it and then determined it did not work. We do currently carry the automatic transmission version of the starter motor he needs, and the lowest price we offer currently is $76.79, which likely will still be 10-30% lower than the price he would pay to purchase it from another retailer. We hope he will give us a try again in the future.

10/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a front wheel hub for my 1997 Acura CL car. When I received the part it would not fit because it was the wrong part. They sent me the wheel hub for the 2.2 liter engine acura cl when I needed the hub for a 3.0 liter acura CL car. I specifically ordered the part for a 3.0 liter acura CL. When I called the customer service they told me I was misinformed and that the part would fit both cars. This is incorrect and I told him various sources to back up my claim. He was not interested in helping me and told me that I ordered the wrong part and that he would not help me further. I said I just wanted them to refund my money for the part and shipping since they sent the wrong part, but they siad they were unable to do that. I paid $18 for the part and $9 to have it shipped. They wanted me to pay $6.22 for the return shipping and forfeit the $9 shipping I originally paid to have the part shipped to me. That would leave me losing $15 for their mistake...which is unacceptable to me. I just wanted them to correct their mistake in the computer so that it wouldn't happen to anyone else, but again they were unwilling to do that even after I gave them several part numbers that supported my claims. I will never do business with thus company again.

Desired Settlement: They will pay for the return shipping and refund me my whole $27 that I spent for the part and shipping. They will also change the part number in their catalogue so that it doesn't happen again.

Business Response:

We are very sorry this customer received a hub that would not work for his vehicle. Typically, when a customer reports that a part does not fit and the correct part was ordered, we do everything we can to investigate why the part isn't fitting. If it simply doesn't fit – whether due to a manufacturer's listing mistake, an altered vehicle or some other reason – we split the shipping with the customer. It appears we set up the return incorrectly initially and did not offer to split the shipping with the customer. This customer is entitled to a refund of his original shipping or – if he prefers – a free prepaid FedEx label to ship the part back. If he chooses to use the free label, he would be refunded for the part cost only of the hub, $18.42, upon its return. If he is interested in the full refund, for the part cost and the shipping, or in the prepaid label, we encourage him to email us directly at *********************, so we can set up the correct return for him. We apologize for the oversight and the miscommunication.

Business Response:

The part this customer ordered is listed to fit a 1997 Acura CL 3.0, a fact we verified both with our catalog, the manufacturer and other manufacturers when he called. We have since verified again with the manufacturer that the hub is listed correctly for his 1997 Acura CL 3.0. Our catalog is not incorrect, per the manufacturer's data, which are based on the original equipment specifications for the part, and we did not ship the incorrect part, as the customer received the part number he ordered. If he wishes to take advantage of the split-shipping offer, we encourage him to email us directly at: *********************.

 

Consumer Response:

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 am done going back and forth with this business.  The bottom line is they shipped the wrong part.  I have checked the OEM and the part they sent me is for the 2.2 model CL not the 3.0 model.  I will not do any repeat business with this vendor.  I am done wasting my time. 

 

Regards,

***** *****

10/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I don't know if I selected the proper nature of complaint. Sorry. I ordered parts for my truck. They were in stock on the website when I ordered them. The order went through fine, however, the following day I received an email informing me that they made a mistake with their inventory and the parts were actually sold out. However, the part was still in stock on the website, just at a higher price. I asked them if they could fix that for me and they refused. So I asked them if they could cancel the rest of my order because I obviously didn't want to do business with them anymore and they said they couldn't even though it hadn't shipped yet and wouldn't for several days.

Desired Settlement: Originally I wanted the products I ordered at the price I purchased them at. Now I just want them to cancel my un-shipped order completely, at no further expense to myself so I don't have to deal with them anymore.

Business Response:

We are sorry this customer was misled by the prices on our website. The stabilizer bar links he purchased were intended to be warranty replacements for stabilizer bar links he ordered on a previous order. Our warranty policy indicates that the parts the customer re-orders to replace the under-warranty parts must be the exact same part number and brand as originally ordered. However, instead of purchasing the same brand stabilizer bar links he had originally purchased, ********, per our warranty policy, he purchased two Moog stabilizer bar links, which were found to be out-of-stock. The Moog stabilizer bar links he chose where wholesaler closeout parts, which is why they were listed for a lower price than the rest of the parts on our website. We have the regular inventory part in stock for $15.00. The higher-priced part carries the full manufacturer's warranty, which is part of the reason why it is more expensive. When we notified him of this, he stated he wished to cancel the entire order.

We were able to cancel the Moog stabilizer bar links he ordered successfully, but the rest of the order could not be canceled because it was ordered directly from the manufacturer and then drop-shipped to on one of our warehouses, so it could be shipped internationally to him in ******** **. The order has shipped to him in its entirety, and if he wishes to return the parts he may do so, as he is within our 30 day return policy.

10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had bought 2 rear struts from Rockauto when i got them I had paid someone to put them in after driving to and from work the seal to the 1 strut broke and started leaking oil. I had brought my car over to sts tire and had them look at it **** said that the strut was just a defective part and he told me to call rockauto to get a refund for both struts because when you change one side you have to change both and that they should pay out a labor cost and for my tire that was sliced and the wheel alignment caused by there defective part. My aunt had called rockauto and told them what happened and they said that they pay for labor costs and anything else that went wrong due to their defective part they said they just needed it in writhing and that a superviser will contact her back we waited a couple of days nobody called so we called again fought to get a superviser on the phone. When i spoke to the superviser he said they will only give me a refund for the part and they wont refund any money for labor or any other costs and when i told him about the person that said they will refund money back he said I dont know who told you that but they are wrong and shouldn't be working here. The supervisor at rock auto said that compony that made that part doesn't do labor costs and he told me not to call cause they wont do anything for me. *** is the maker of the parts so i looked it up so i could call them and they don't have any phone number for customer use not even for the corporate office. I don't think I should have to pay for labor a second time or have to pay for a new tire and another wheel alignment for the things that their defective part caused.

Desired Settlement: Due to the strut being defective it caused my tire that was 2 weeks old to get sliced and it knocked my wheel alignment out that was just paid to get done. I would like a refund for the labor cost a new tire and to get the alignment done again.

Business Response:

We are very sorry this customer had trouble with the struts he purchased. According to our phone records, the first time he contacted us was on August 12, but the phone record indicates he hung up before speaking with a representative. On August 20, he called back and spoke to two different representatives, neither of whom saw any notes in his order regarding a warranty issue or speaking to another representative. We are uncertain whether he left a voicemail when he called August 12, but no RockAuto representative would have told him that RockAuto covers labor costs due to warranty issues.

Our warranty policy (http://www.rockauto.com/docs/warranty.php) states, “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. If you have a problem with a part during the warranty period, please contact us and we will arrange a return and replacement of the same part. … Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses.”

The manufacturer of the strut this customer purchased does not consider labor claims when warranty issues are reported. We are truly sorry for the inconvenience he experienced, but we are unable to refund labor costs, per our warranty policy. Because this customer was within our 30-day return policy when he experienced trouble with the struts, we allowed him to return both for a full refund, rather than needing to replace the struts with the same parts under warranty. We set up a return for this customer to ship back both struts, and we issued him a full refund for the part cost of the struts and the original shipping cost he paid, for a total refund of $103.78. This refund was issued back to the MasterCard used to purchase the order on September 9, 2013.

Consumer Response:

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 honesty don't think its right that a company can send a defective that caused other problems to my car I don't think its right that I have to pay for their companies mistake.

Regards,

****** *****

 

 

Business Response: The manufacturer of the strut this customer purchased does not consider labor claims when warranty issues are reported. We are truly sorry for the inconvenience he experienced, but we are unable to refund labor costs, per our warranty policy. We were happy to refund him for the entire cost of the order, given the trouble he had with the strut, per our return policy.

10/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Today, I ordered two ignition coils for a 2002 Saturn VUE 3.0 after confirming, both online and by phone rep, the items were in stock. Later today, after arranging for mechanical help to install the items this Friday, I received an e-mail from RockAuto stating one of the coils was N/A (from a very large aftermarket company – ****** – which shows the item readily in stock) and I could choose one of the others for added cost (all others were inferior quality and superior price) – a typical bait and switch move. I called and was told the same, without resolution and with immediate order cancellation by the support rep. Additionally, their customer support personnel, including their supervision, were totally unsympathetic, rude and terse.

Desired Settlement: My request is for the two ordered parts to be at the delivery location NLT 0800hrs, EDT Friday, 30 August 2013 at no extra delivery charge, with an additional 5% reduction for the hassle caused from this issue (for a total of 10%, as I used a discount code for 5% off during the original purchase). Also, the company support personnel need to re-evaluate their customer service skills to better serve their customers.

Business Response:

We are very sorry our warehouse did not have the two ****** ignition coils this customer ordered in stock. We do not engage in bait and switch moves; we simply inform our customers when the products they have ordered are out-of-stock. When parts are unavailable, we offer alternatives that fit the same vehicle for which the customer ordered. We are uncertain how our out-of-stock issue can be construed reasonably as a bait-and-switch practice, because we did not provide this customer with a product, nor did we charge the MasterCard he used to place the order. We are unable to ship products to customers that our warehouses do not have in stock. Again, we sincerely apologize for the inconvenience these out-of-stock ignition coils have caused.

Consumer Response:

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.

Concerning RockAuto, they had both a rep. and online system state the parts were available, so it is simply bait and switch when the only other products available are much more expensive. Either that, or they are inept.

Regards,

***** ******

Business Response:

We sincerely apologize for the inconvenience these out-of-stock ignition coils have caused.

Since we do not have the ignition coils Mr. ****** wants and our alternates are $10-$20 more, we are uncertain what his desired settlement is at this point. We encourage him to contact us via the BBB to notify us of what it is he desires, besides obtaining the out-of-stock ignition coils, which are currently on back-order.

10/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a part for my vehicle from their website. When it delivered to my house, it came in the wrong part type. They sent it for a completely different model type, and trying to blame me, as they are saying, supposedly, in the description of the part, it was for a 4-door model of my car, of which there is no 4-door version of a 1999 BMW 323is. There is only a 2-door coupe. I also have a shipping receipt which speaks to my favor, labeling the car it goes to, but speaks nothing of a 4-door model.

Desired Settlement: I would like, either, the part that is specific to my car, or

Business Response:

We are sorry this customer received a fender he cannot use. The fender he ordered for his 1999 BMW 323IS 2.5L L6 has a part description next to the part number that reads, “4dr sedan/4dr wagon; E46; Right Front assy,” indicating the fender is for the passenger's side (right) front of a 4 door sedan or wagon of this model BMW. There are 4-door versions of the 1999 BMW323IS. Unfortunately, we do not carry any 2-door coupe fenders for this vehicle. He is free to return the part for a part cost refund, as he is still within our 30-day return policy.

9/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a regular customer at rockauto.com. I recently bought several items from them, I bought an anchor transmission mount for a 99 Mitsubishi mirage 1.5 automatic transmission part number 8879 but they sent me a transmission mount that didn't fit part number a6643. I paid 30.79 plus shipping 15.10 I returned the part and had to pay for the return, 12 dollars...I sent the item back wrapped in the original nylon film it came and in the the same shipping box, the mechanic must have thrown away the original box and now they don't want to give me a refund because they say they can't resell the part without the box. the item was not even used and as I stated above was in the original film...they say they won't give me credit for that ..and that if I want the part I have to pay shipping and handling again...its not fair to customers to pay for the mistakes of the company..I would like the get a refund.. that's all I want..I don't want to do business with a company that does not show consideration for their customers..

Desired Settlement: I would not like to lose that money because I work very hard to provide for my family...It is not a huge amount but it's my money and I want it back...thanks in advance

Business Response: We are sorry this customer received a motor mount that would not work for his vehicle. It is unclear whether the part was mis-boxed, the incorrect part was ordered or he was attempting to install the part on a modified vehicle. Unfortunately, we are unable to refund this customer. According to our records and to the representatives who spoke with him, he never informed us that the part box or shipping box was absent. We understand that the part was new and unused, and still wrapped in the original plastic, but we must receive the original manufacturer's part box back in order to credit for the return. If he or his mechanic still has the manufacturer's part box the part arrived in, albeit damaged, we encourage him to contact us at ***** ** ******** *** ***, so we can set up the proper return for him. To reiterate, our return policy (http://www.rockauto.com/lang/en/policy.html#Returns) requests that our customers place the returning part box within another shipping box, to ensure the original manufacturer's part box is returned.

9/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a set of 4 struts for my car from Rock Auto in February. I didn't get a chance to install them on my car until the past week due to dealing with family health issues. I realized when going to install them on the car that they were not the correct part as advertised on the website. I contacted the company immediately and they advised that all they can do would be store credit and admitted that it was their fault for the whole issue. I would not be opposed to doing store credit if they had the correct part, but they do not have the right one so I need the refund to put towards the correct part with another company. They have clearly admitted that it was their fault but will not take responsibility on issuing the proper refund.

Desired Settlement: All I would like is the price I paid which was $281.30 for everything including shipping and they can pay shipping for me to send them back.

Business Response:

We are sincerely sorry this customer received struts that were listed incorrectly in our catalog. Catalog errors are rare, but occasionally they do happen. We have fixed our catalog, so this issue will not occur again in the future. Given the nature of his situation, we are willing to offer him a refund for these struts, issued back to the MasterCard he used to place the order. However, given that the return is so far outside of our 30 day return policy, we are unable to refund the original amount of shipping he paid. If it will resolve his complaint, we will generate him a prepaid FedEx label to return the struts for a full part cost refund of $257.16. If he wishes to take advantage of this refund, we encourage him to contact us directly via email: erica at rockauto dot com.

9/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a steering box for my 1991 F150. It was supposed to be a remanufactured unit from Motorcraft. I received a steering box from rockauto in the mail. It was in a plain brown box. I installed it on my truck, and it works fine. In the core return instructions I read to return the core in the same box as delivered. So I did. I packaged it up the same way it was delivered. A few days later, I received a call from **** in customer service. He said that my core of $150 would not be refunded because it was in the wrong box. I told him that he was wrong. It was sent in the same box as delivered. He said that was impossible because they only come in motorcraft boxes. That makes me worry that I didn't receive the correct box. The cheap end boxes go for $120. I paid $350 so that I would get the best part available. I waited about 9 hrs later and called customer service back to speak with another person. He too refused to help. I asked for a supervisor, and was denied. He said he had the ability to make it right and decided not to.

Desired Settlement: If they can prove that my part is a Motorcraft part, I want my core deposit back. $150. If they cant prove that it is, a refund, or a motorcraft part and my core.

Business Response:

We are sorry if Mr. ******* was confused by receiving his Motorcraft steering gear in a brown box. It actually should have arrived in a brown box, with Motorcraft/Ford labels on it. Files ************ and ************, attached to this response, are pictures of the exact manufacturer's part box for the part number this customer ordered. One of the labels on the original part box states, "Core Must Be Returned In Original Packaging." 

Based on the description of the box he gave our representatives and the BBB, the steering gear he received is genuine Motorcraft, and based on his description of its performance, it is functioning perfectly.

RockAuto offers customers the options to return their core parts to the manufacturer or to one of our warehouses. Our core return policy (http://www.rockauto.com/lang/en/policy.html#Cores) states that “Cores must be complete, rebuildable, fit the same vehicle application and be returned in the box the remanufactured part came in. This means the part you send back needs to have whatever components (like pulleys) came on the remanufactured part. The box helps identify the part and proves to the manufacturer that the core replaces one of their products.”

However, the box in which this customer returned the core is not the original box in which he received the new steering gear. The photos attached to our response show that the original shipping label was cut off of a box, with that previous box's cardboard still attached -- please see attachment ra2.JPG.

The customer seems to have put the return shipping label over the cut-off label and cardboard, and then taped it to a new box. Additionally, the box he returned appears to have been taped over several times. Please see attachment *******.

However, the shipping label on the new box was clearly cut off of a different cardboard box.

We are unable to issue Mr. ******* a refund for his steering gear core, given that it was not returned in the original, manufacturer's part box, per our return policy. However, we are able to ship his core back to him, free of any additional shipping charges, if he so chooses. If he is interested in having the core shipped back to his shipping address at no additional charge, we encourage him to contact us directly via email: ***** ** ******** *** ***.

 

 

 

 

 

Consumer Response:

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 

Rockauto cannot prove absolutely that the box arrived to my door in the original manufacturers box. The box could have been changed before it was shipped or by the shipping company. Fedex would have access to many sizes of boxes. And one that would perfectly match the original. If I cut off the label of the original box to ship it back why would I not also cut off the motorcraft label as well and ship it as well? What they claim makes no sense at all.

Regards,

***** *******

 

 

Business Response:

This customer's assertion that we cannot prove indefinitely that FedEx did not change the box his part arrived in; that is indeed possible, if the original manufacturer's part box was damaged in transit beyond repair. The tape wrapped around the cardboard box in our photos indicates this may have been the case. If it will resolve his complaint, we will refund him half of his core charge, $75, and absorb the loss of not receiving credit from the manufacturer for the core. Should he wish to take advantage of this refund, we encourage him to contact us directly via email: ***** ** ******** *** ***.

9/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Monday July 29th at approximately 7pm i order a upper right grille and right fender and a hood and bumper cover from Rockauto.com, On Thursday of the following week i received the bumper cover from Fedex straight to my door. On Monday August 5 I called to see when the other packages would be here, because it had been within the 1-6 business days it said on my order screen when i ordered. I was then informed that my packages were misplaced and sent to Wisconsin and there were at the time in Kentucky shipped from Wisconsin, and being shipped back to New Jersey the originally located they came from. I was told my packages wouldn't arrive until Thursday the 8th. Which i was upset about because i had made prior plans getting my car fixed considering i was told 6 days. On Wednesday, today, August 7 i received the packages, i received a left fender and a left grille which i did not order my car was hit on the right side, that being the passenger side. I then proceeded to call Rockauto and talk with a women who says that i purchased all left sides which i did not. I then got off the phone with her to check emails ect My emails only say the parts but not left or right sides. I called rockauto again and asked to speak with a supervisor and i talked to him and he was very rude , telling me i made a mistake and ordered the wrong parts and now i have to send the parts out and pay to ship it there and back. I should not be paying anything i know what i ordered and i never ordered the wrong sides. I was hung up on twice and he kept repeating how many times i had previously called. Which i had called because my packages were misplaced and sent to different states. I then asked to talk to his boss and he said that i couldn't speak to anyone else. I want them to pay to ship them back and i want my parts i ordered. I also want to complain on the so called supervisor who was not very kind at all or helpful.

Desired Settlement: I would like them to ship my parts back to there warehouse and send me the correct parts and asap.

Business Response: First, we are very sorry for the delay this customer experienced in receiving her parts. The truck freight company made a mistake in interpreting her shipping address, and shipped the parts to Wisconsin after the shipment left our warehouse on August 1. After the mistake was corrected, this customer received her parts within the estimated 6 days allowed for truck freight shipment deliveries, on August 7.

The part numbers this customer ordered for the fender and grille are GM1240313 and GM1200493, respectively.

GM1240313, as seen in the attached screenshot BBBGM1240313.png of our website, is described as the “LH Front assy,” “LH” indicating “left-hand.” Per our FAQ page, “left hand” in our catalog always indicates the part fits on the driver's side of the vehicle. Thus, the fender ordered will not fit on the passenger's side of this customer's vehicle.

GM1200493, as seen in the attached screenshot BBBGM1200493.png of our website, is described as the “lower right side; matte-black; Assembly,” “right side” indicating “passenger's side.” The grille ordered should fit the passenger's side of this customer's vehicle, but it will replace only the lower part of the grille. The customer indicated in conversations with our representatives that the entire grille replacement was needed.

RockAuto has a 30-day return policy, during which parts can be returned for any reason, as long as the original manufacturer's part box can be returned. Should the customer not need or want the parts, in the case of ordering the parts incorrectly, we ask that the customer pay for the return shipping. We have set up returns for this customer and helped her generate a prepaid FedEx return label for the grille. The cost of the return label will be deducted from her refund when the part is returned. She can choose to send back the fender if she wishes, for a part cost refund.

8/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ALL SENIORS BEWARE THAT; ROCK AUTO SCREWS THEM! I HAVE ASKED FOR A RETURN[MY ENTIRE ORDER] TO MY ACCOUNT -ORDER -# ********-THATS WHAT IS NEEDED--A- FULL REIMBURSEMENT- BECAUSE THEY TOOK MY MONEY IST -THEN SAW THAT THEY DIDN'T HAVE ITEMS THAT I LISTED; FURTHER - RETURNS ARE THEIR NEMESIS - THEY ARE LIARS - I BOUGHT FROM THEM BEFORE THEY WERE TOLD BY A MANUFACTURER[NGK]; THAT THEY HAD LISTED THE WRONG GOODS--THEN SOLD THEM TO ME; STILL THEY SHIPPED EM ANYWAY- THUS - BUYER MUST RETURN [THEIR MISTAKE] AWAIT THEIR VERDICT- WELL THIS TIME THE DEAL IS THE LAST ONE FOR ME;----------- ALL SENIORS SHOULD BE AWARE THAT ROCK AUTO LIES!!!!!!!!

Desired Settlement: REFUND; THE ENTIRE ORDER #******** AT ONCE -TO MY ACCOUNT -NUMBER USED-----ALSO;REMEMBER THIS THAT LIES------ DO CATCH UP TO THOSE WHO TAKE MONEY IST AND CHECK TO SEE IF THEY HAVE THE GOODS SECOND--AND THIRD TO SEE IF THATS WHAT WAS ASKED FOR! WERE DONE!

Business Response:

We are sorry this customer feels like RockAuto has taken advantage of his business. On order ********, we notified him via email twice that the timing belt he ordered was out of stock, but we had other options that would fit his car. He responded with an email, indicating he wished to return spark plugs. The spark plugs he references that he wishes to return are from order ********, placed August 7, 2012. Given that he did not choose an alternate part on his most recent order, we canceled the out-of-stock timing belt from his order and did not charge his MasterCard for it.

Regarding the spark plugs from order ********, we determined with the manufacturer that they were correct for the 2008 Mazda Tribute for which he ordered them. It was unclear why they would not fit his vehicle, but we determined with the manufacturer it was possible this customer had an altered engine or car. We set up a return for him in August 2012 and emailed him the return instructions. Our return instructions included a free, prepaid FedEx shipping label, so he was not responsible for return shipping. The customer never returned the parts and did not bring up the return again until August 2013. We are unable to accept these for return more than one year past the order date, 11 months outside of our 30-day return policy.

Consumer Response:

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 LIARS;---@ ROCK AUTO THEIR WRITTEN NARRATIVE IS ENTIRELY FALSE  ROCK AUTO- NEVER---- ADMITS FAULT NOR CORRECTS THEIR ETHICS- THE SENIORS;---- NEED TO KNOW THAT THE[PLUGS] SOLD WERE FOR A CAR THAT WAS HYBRID- [NGK ]THE MANUFACTER- ADVISED THE ROCK AUTO---THAT THEIR LISTING FOR MY CAR WAS IN FACT; THAT THEY HAD SHIPPED THE WRONG PLUGS; I.E THE FOOLISH LIARS ;---THAT NEVER ADMIT FAULT WHEN PROVEN BY A MANUFACTER -----DOES MORE TO SHOW--- SENIORS ----THAT ONE, THEY LIE TWO, THEY KEEP YOUR----- MONEY !---THREE, NEVER ADMIT REAL TRUTH--- I.E. THAT SEES THEM IN ERRORS MORE,--- TIMES THAN NOT; THE LIGHTS GO OUT ON ---ROCK AUTO;-- FOR ANYONE! THEY ARE LIARS OF THE FIRST MAGNITUDE -----AND THEIR LIES ARE ANSWERED;--------- BY SILENCE ---------AND CLOSED DOORS FOREVER- AMEN

Regards,

***** *******

 

 

8/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i purchased i headlight fixture for my 2007 acaida and received the wrong part which was not the companies fault. i called to see if they had the correct part and to get return information. They did not have the correct part and told me i could return the item for a refund minus the shipping charge. i explained to them that the shipping box had a big hole in it and i would use a different box to ship it back. The person i spoke with said OK and never mentioned that they would not take the item back unless it was in the original box even though the box was not shippable. So the company will not reund my money even though the part still has the original plastic wrap on it and it is in perfect condition. i offered to pay for a new shipping box from the manufacturer, but they would not accept that.

Desired Settlement: i want to get a refund minus the shipping cost for the wrong part that i received. It is not my fault that the box i received fro RockAuto was so beat up that i could not send the original box back to them. Also, i explained this to the person from RockAuto before i sent it back and he said that was OK if the original box was destroyed.

Business Response:

We are very sorry if there was a mis-communication when this customer called us on July 29. According to our records and to the notes in his order, he did not inform us that the shipping box he received was damaged or unusable. When we received his return on August 1, we received the headlight he purchased in a shipping box, less the part box. RockAuto has a 30-day return policy, during which customers can return parts for any reason, as long as the part has not been installed and the original manufacturer's part box can be returned. We informed him of this policy on August 1 and August 5, when he called back.

When this customer contacted us again on August 5, he requested that the part be shipped back to him, in lieu of not receiving a refund. We shipped the part back to his shipping location and it was delivered August 6. He may keep the part, dispose of it or try to sell it locally, as it his property. However, without the original manufacturer's part box, we cannot refund for the part, if returned.

Business Response:

We are sorry we are unable to refund this customer. According to our records and to the representatives who spoke with him, he never once informed us that the part box or shipping box was damaged. Additionally, we have no record of him asking to purchase a new box from the part manufacturer to return the part for full credit. We understand that the part was new and unused, and still wrapped in the original plastic, but we must receive the original manufacturer's part box back in order to credit for the return. If he still has the manufacturer's part box the assembly arrived in, albeit damaged, we encourage him to contact us at erica at rockauto dot com, so we can set up the proper return for him. To reiterate, our return policy http://www.rockauto.com/lang/en/policy.html#Returns) requests that our customers place the returning part box within another shipping box, to ensure the original manufacturer's part box is returned.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* *******

 

 

8/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: So I put in an order for 2 strut mounts when I received them the passenger side was correct however the driver was incorrect so I called rockauto explained what the problem was and sent pictures of the wrong one and the correct one. When I received the new part it was for the wrong side So I called rockauto again they told me they were out and would refund my money So I told them I want a matching brand of upper strut mounts then that's when ***** hit the fan they told me I could only return the wrong part and would not do a refund on the other part I asked for a supervisor and he stated he was a supervisor and that the only person higher was the owner so I asked him for his name and he said **** I said whats your last name then he told me why do you need it I said Because I want to write a letter to rock auto and he REFUSED to give me his last name and said they will know who he is because hes the only **** there...

Business Response:

We are very sorry this customer received a mis-boxed strut twice. We were happy to set up a return for him and refund him for the mis-boxed part the second time he contacted us, because we were out-of-stock of the correct part. At that point, the customer expressed his desire to return both of the struts he had received. RockAuto has a 30-day return policy, in which parts can be returned for any reason, as long as they are uninstalled and the customer can return the original manufacturer's part box. Since he had installed the correct strut, per our return policy, we advised him we were unable to issue a return authorization or a refund for the installed, used, correct part.

The customer then filed a PayPal dispute and reversed his transaction of his order. In the interest of resolving his PayPal dispute and BBB complaint, we responded via PayPal that we would allow him to return both struts – the new, mis-boxed strut and the used, correct strut – for a full refund, despite the diversion from our normal return policy. This refund was issued on August 13, 2013, in the amount of $89.51.

Regarding his interaction with our customer service representative, there is only one rep here by **** ****, and he is a **** ****** – * ********** – who was following our normally adhered-to return policy.

8/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally placed order ******** on July 10, 2013. Upon receiving it the box was torn up and it was obvious that it had been damaged in transit. The two parts I ordered came in separate boxes, and the one part was hanging out of a rectangular box, while the other was totally intact. I contact rock auto via email and advised of them part issue and they sent me a replacement one and told me to keep the original for two weeks just in case. I received the replacement part and it too was damaged. This one was worse than the first and it was obvious someone saw the damage because there was tape all over the box. I called rock auto and emailed them pictures of the damage. I was told it was their policy to just refund the money at this point so I received a refund for the part and 4 out of the 18 I spent for shipping. I asked the company why only $4.00 and was told that they had already spent enough shipping it to me and had suffered a loss so I would only get that much back. I ended up reordering the part on a separate order, paid $14.00 for shipping, and received the part and it is damaged again. The company advised me when I placed the order they would e-mail their warehouse and ask them to not package it in that type of box , but they did anyways and it was hanging out of the box. When I called them about maybe using a different carrier for shipping instead of *****, I was told they wouldn't because they have a shipping program with them and with ground they can't make special requests. I called the company and was told I am just going to be given a refund for it because they won't send me another part. I offered to send them the rectangular box the original order came in to ship back to me with the replacement piece but was told not to bother. The part was $44.89 through their website, if I order it locally it costs me triple that amount. I told them all I wanted was a non damaged part and was told I was getting a refund. I have pictures of the boxes as I received them if need be.

Desired Settlement: I would like the part, non damaged to be delivered. They told me they could only ship a product twice before refunding it and on this order this is the first damaged part I received. I ordered a part from the company and they now refuse to deliver it. If they can't do that I would like the 110.00 to buy the part locally or the refund completely for part and shipping costs.

Business Response:

We are very sorry for the experience this customer had with this particular control arm. On her first order, ********, she ordered 2 control arms, paying a total of $108.08. The control arm that arrived damaged cost $44.79 and the proportionate amount of shipping she paid for the one damaged control arm was $14.57. We see on her first order that she was refunded only $48.72. Our auto-refund system determined she should have been refunded only $3.93 for shipping, which was a mistake. We apologize for the inconvenience, and we have set up an additional refund of $10.64, for a total refund of $59.36: the part cost of $44.79 + the proportionate amount of shipping she paid for that part, $14.57. This refund is set up to be issued back to the PayPal account she used to place the order, and she will be notified via email automatically when the refund is issued.

Regarding her second order, ********, in which she ordered the same part number and it arrived damaged again, our customer service representative expressed hesitation at re-shipping her the part, since she had already received three damaged parts, all from the same warehouse. We have addressed this issue with our warehouse, so it does not happen again. Because we were uncertain whether the warehouse would package her next control arm carefully, we refunded her in full for the entire cost of her second order, $59.36, and did not require her to ship back the damaged part.

If the customer desires to reorder the part, we advise her to contact us via email before doing so, at ***** ** ******** *** ***, so we can contact our shipping warehouse before her order is packed and shipped and request extra-careful packaging. We apologize again for the inconvenience this packaging and these orders have caused her!

8/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a left hand and right hand STRUT / COIL SPRING / MOUNT ASSEMBLIES for my 1998 Dodge Grand Caravan on order number ********. These assemblies are shown as an exact OEM replacement. However during the repair process, the purchased parts from RockAuto have 2 mounting holes in which one is slotted. The OEM part is not slotted. It was required for me to stop the job and go searching for special cam bolts from a hardware supplier. This took many hours and many calls and driving to various locations. I finally found 2 cam bolts which cost me $50 (paid cash) and was told by the hardware source that these bolts are discontinued. I was very lucky to have found them. When I spoke to RockAuto customer service & explained everything, a manager there told me that they sell cam bolts for these assemblies for $8 and their offer was to reimburse me $8. I told him this was unacceptable as in total this cost me hundreds of dollars ($50 for the bolts, gas, aggravation, plus I hired a mechanic to help me at $75/hr). I expressed my dissatisfaction and asked the situation be elevated. He refused. I then called *** ***** of RockAuto, *** ******. Over the last several weeks I have left him 2 very detailed messages. He has not replied. I am very disappointed at this entire situation. I feel taken advantage of as what they sold me was NOT a direct replacmeent and what they sold me ended up costing me alot more.

Desired Settlement: I want to be reasonable and though I could ask for a full refund of $230, all am I asking for is half or $115. This can be a mailed check or credit back to my credit card.

Business Response:

We are sorry Mr. *********** had trouble finding the camber bolts needed to align the vehicle when installing new strut assemblies. They are not sold with the struts but are sold separately. The assemblies he purchased are indeed OEM replacements. However, when he called our customer service on June 26, we informed him the camber bolts are necessary for the job and are available for sale on our website, from multiple manufacturers, between 6 and 14 dollars apiece.

We cannot guarantee that whatever customers choose to buy from us is all they'll need to fix the car, nor can we pay customers to buy products at other stores that they could have bought from us. We do have repair manuals for sale on RockAuto.com, but our customer service representatives are not mechanics and cannot advise customers on which parts they need to complete a job.

If he wishes to return one of the struts, provided it is uninstalled and he has the original manufacturer's part box, we can accept that return and refund him the $115 refund he requested. Otherwise, without a return, we cannot issue any sort of refund to Mr. ***********.

Business Response:

The information Mr. *********** pasted into his response was written by *********, the manufacturer of the strut he purchased. The strut he purchased is indeed a complete assembly and includes all of the parts listed in the ********* description: strut, coil spring, bearing and strut mount. Again, it does not include camber bolts, because camber bolts are not included in any complete strut assemblies in our catalog. They must be purchased separately to complete a suspension job.

We are uncertain what Mr. *********** desires at this point, but we will not pay him $50 for bolts he did not purchase from our company, nor will we refund him $115 without the return of a new, unused strut. We believe it is unreasonable to request a refund for a part he did not purchase from RockAuto. Similarly unreasonable is his threat of a small claims suit against us for money he never paid to our company.

If it will resolve his complaint, our offer still stands to refund him – still money he did not pay to us – for the difference between the cost of the camber bolts he purchased, $50, and the average cost of 2 caster/camber cam bolt kits in our catalog, approximately $24, for a reimbursement of $26 maximum. If he wishes to take advantage of this reimbursement, he can either respond to via the BBB or email us directly at: ***** at ******** *** ***.

 

Consumer Response:

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 reply is total nonsense.  RockAuto falsely advertised something and are making excuses.  Put this in the record as UNRESOLVED.

Regards,

******* ***********

 

 

8/18/2013 Problems with Product/Service | Complaint Details Unavailable
8/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a brand name (**** ******) Distributor Cap auto product from Rock Auto that cost $39.79 and received an inferior part (*******) from them that listed on another internet site for $23.78. The part that I was sent was not even listed on their website. When I called their company to try and correct this problem and return the part, I was told by 4 different people that I could not return the part and get the correct part. The people that I talked to were rude and not helpful and refused the return of the part. As this was a birthday gift for my son-in-law and since I could not get any satisfaction from Rock Auto, I gave it to him and he was able to place the part in his car. My concern, at this point, though, is will this ******* part have the lasting power that the **** ****** part would have had. The **** ****** part definitely looks very superior and sturdier compared to the ******* part. I feel that I overpaid for the part that I received and feel that Rock Auto owes me a refund for the part that I was forced to keep. Rock Auto's excuse that they have no control over what the manufacturer sends to the customer is just bad business, and I think that they need to get this under control to better serve their customers.

Desired Settlement: What I would like Rock Auto to do is to compensate me for sending me the wrong part and for subjecting me to extremely bad customer service. I would like to receive a refund from them in the form of a check for the difference of the cost of the two items. This refund should be in the amount of $16.01. An apology for the treatment I received would be nice, too!

Business Response:

We are very sorry this customer received a distributor cap that was a brand she did not want. ****/******, the brand she purchased, sources its parts from manufacturers all around the world; it is not an original equipment manufacturer, so often their products will be different brands, boxed and sold as ****/****** parts. This is a normal practice in the auto parts industry and many other brands, such as AC Delco, engage in the same practice. The parts should fit and function just like the original equipment regardless of brand, as long as the customer has ordered the correct part.

She was within our 30-day return policy when she called us, so she could have returned the part within that 30-day window. When she had her Discover card customer service rep call us, we explained this return option. The customer then said she had installed the part and was only interested in a refund of the difference in price between the amount she paid, $39.79, and the amount she saw the part listed at on *******.com, $23.78. However, given that ****/****** purchased this ******* part and boxed and sold it as a ****/****** part, we are unable to reimburse this customer the difference between the part she purchased and a part we do not list in our catalog and that she found online independently. We do not price match our competitors, and we cannot speak to the prices other companies are charging for their products. We work hard to offer the lowest prices around, and most of the time we succeed.

Consumer Response:

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 find it ironic that you now acknowledge the fact that ****/****** does ship ******* parts. When I talked to you (or another one of your people) on the phone with Discover Card, you had never heard of ******* parts.

As to your statement, "Again, ****/****** is not an original equipment manufacturer, so often their products will be different brands...," if this is the case, then this fact should be stated on your website. I am not familiar with the auto parts industry and, if I had known that there was a possibility of a substitution of the brand, I would not have ordered the part from RockAuto. If you are going to have ****/****** ship parts to your customers, then you need to inform your customers of the possibility of substitution and not just assume that they know this! This is just good business and good customer service!

As for being unable to reimburse me the $16.01 difference in price between the ****/****** part and ******* part because you do not list the ******* part in your catalog, I believe you just made my point. I believe I made that statement in my original complaint. If the part is not listed in your catalog, then I should never have received the ******* part. Point made–you need to be responsible for the parts that your customers receive or explain to them beforehand that they may receive "different brands" than what they ordered.  Therefore, because you did not inform me of the possibility of substitution and sent me an inferior part, I believe that I am entitled to a refund of the difference in price of the two parts--$16.01.  The part I paid for was much superior to the part that I was sent.

Regards,

**** ****

 

 

Business Response:

Ms. **** is correct that our customer service representative had never heard of ******* parts. We did some research after she submitted her complaint and determined that ******* is one of the many brands that ****/****** sources and boxes as its own.

****/******'s website, seen here: *********************************************** explains that the company engages in “global sourcing” and that ****/****** is a supplier of auto parts, not a manufacturer.

We take full responsibility for the parts our customers receive. In this case, the customer received a globally sourced part from ****/******. We are unable to refund her the difference between a ******* part she found online at a different merchant and the price she paid for the correctly boxed and shipped part in our catalog.

8/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a replacement coil for my 2002 Saab 9-3. The parts I received are not even a close match. I called and was told I should have paid attention to the flags. The flag next to the part was a very small EU flag, which I never even noticed. When I looked at the site again I noticed the flags at the top of there list and only the US flag was checked so I can assume only US parts would show up, but this part showed up and only applies to cars in the EU. Apparently when you look at a part, once again you need to un-check the countries you do not want listed. Easily confusing. They are willing to take parts back, but only if I send them back to were they came from in Great Britain. The parts cost me $74 and to send them back is over $190. So I am out $74 plus shipping which was $36. The problem would not have happened if there web site would have only list parts for the US market. I have absolutely no use for these parts.

Desired Settlement: I would be happy to send these parts to somewhere in the US. I would like a refund. They should pay the shipping.

Business Response:

We are sorry this customer received ignition coils he cannot use and that he was confused by our European Union flags. The flags in the part description indicate which market's vehicle the part will fit. The flag check boxes at the top of RockAuto.com are to filter for vehicles only made for a certain market, such as Mexico or Europe. When the same vehicle was made in more than one market, the customer needs to use the flags in the part descriptions for direction on which part to buy. This was the case with this customer's Saab 9-3. Our website lists parts for many different countries' markets because we are an international, e-commerce business. We do try to provide all the necessary information on our site to help customers choose the best part for their vehicles, including a detailed explanation of what our flags mean, which can be seen here, in our FAQ section: https://www.rockauto.com/lang/en/answers.html#flags.

Additionally, when he added the parts to the online shopping cart and entered his shipping zip code to obtain a shipping quote, the quote would have read, “Shipping: from United Kingdom (Great Britain),” with the price of the shipping provided. This same note appears on the checkout page.

We can credit the customer for this part if he returns the ignition coils to the warehouse that stocks them, which is in the United Kingdom. The customer paid $32.24 in shipping for these ignition coils, via FedEx International Priority, so we are uncertain from where he is getting the $36 and $190 shipping quotes. If he uses FedEx International Economy or USPS Express Mail International to ship the coils back, the cost should be similar.

Business Response:

We are sorry Mr. ****** is frustrated, and we hope those he showed our website to understand our features.

There are two separate flag filters on RockAuto.com, each with a different function. At the top of our website, the customer can check the box next to a flag to show vehicles from that market, as seen in the attached image, ******BBB1.png, along with our floating text that appears when the customer holds his mouse cursor over the European flag: “Include vehicles sold in European market.”

When we chose Mr. ******'s make, year, model and engine size ( a 2002 SAAB 9-3 2.0L L4 Turbocharged DOHC) in our catalog with only the United States flag checked at the top of RockAuto.com, click on the Ignition category and then click on Ignition Coil, the part Mr. ****** ordered, only one option appears. This part option can be seen in the attached screenshot, ******BBB2.png, along with our floating text that appears when the customer holds his mouse cursor over the European flag: “Flag indicates this part fits vehicles sold in the European market.”

We also want to note that Mr. ******'s Saab is a European vehicle. However, often auto manufacturers will make U.S. and European market versions of the same European cars – Saab is one such manufacturer, along with Audi, Mercedes, BMW, Volkswagen, Volvo and more. The United States and Europe have differing safety and emissions standards, particularly with regard to ignition parts. Mr. ****** ordered ignition coils that fit only the European-market version of his Saab model.


He is still free to return the parts, should he wish to ship them back to the United Kingdom. Additionally, if he has ideas on how we can make our European-market part filters more clear, we encourage him to email us directly, at erica at rockauto dot com, so we can keep his ideas in mind as we continually strive to make our catalog stronger and better.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* ******

 

 

8/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered auto parts that specifically covered my year/model/engine type. When I received the parts, they were all wrong. I called RockAuto to figure out what happened, they told me it was my fault because these parts were for the european market. At that time he explained that there is a flag next to each item advertised that showed this. When I went online to see what he was talking about, there was a 'flag', but it just looked like a blue box, similar to a bullet marker. I told him that this so called flag didn't mean anything to me because my actual vehicle type, etc. was listed for these parts. He said he would generate a Fed ex return label, but when he tried, he found he could not do so because they needed a tracking number first. As the parts came from the UK, he said the parts had to go back there. I told him I would get one from fedex and contact them with it. I went online to make arrangements and discovered that the cost of shipping far exceeded the cost of the parts. I called back a couple of days later and talked to Josh, who identified himself as a manager. I was told that because it was my fault for ordering european parts, they could do nothing for me. I was not happy. When I explained that they had listed my very vehicle for the parts I ordered, He said I should have known when I saw the flag. I explained that their 'flag' is not the issue. The fact was, my vehicle was listed and there was no other warning that the parts I ordered would be wrong. Incedently, My car is a european vehicle, (Saab). When I mentioned this he simply argued that it was sold in the U.S. He then asked me if I had moved my cursor over the flag. I asked why would I do that? I had no reason to think, according to what I was seeing, that I was going to get wrong parts. He continually insisted that the problem was my fault. He did offer to pay the original shipping cost, but the remaining cost would still exceed the cost of the parts. This was not acceptable. When I tried to escalate the call, He said He spoke for the owner and the owner doesn't take calls. He then offered another Manager who he said would give the same arguement.

Desired Settlement: I dont have any use for these parts. I want my funds returned. I will be happy to send parts back C.O.D. I have already paid a large sum for shipping to get these wrong parts. This issue is absolutely not my doing

Business Response:

We are sorry this customer received engine parts he cannot use and that he was confused by our European Union flags. The flags in the part description indicate which market's vehicle the part will fit. When the same vehicle was made in more than one market – in this case, U.S. and Europe – the customer needs to use the flags in the part descriptions for direction on which part to buy. Our website lists parts for many different countries' markets because we are an international, e-commerce business. We do try to provide all the necessary information on our site to help customers choose the best part for their vehicles, including a detailed explanation of what our flags mean, which can be seen here, in our FAQ section: https://www.rockauto.com/lang/en/answers.html#flags.

Additionally, when he added the parts to the online shopping cart and entered his shipping zip code to obtain a shipping quote, the quote would have read, “Shipping: from United Kingdom (Great Britain),” with the price of the shipping provided. This same note appears on the checkout page.

We can credit the customer for these parts if he returns the parts to the warehouse that stocks them, which is in the United Kingdom. The customer paid approximately $40 in shipping for these engine parts, via FedEx International Priority. If he uses FedEx International Economy or USPS Express Mail International to ship the parts back, the cost should be similar. However, he is free to return them using any carrier he likes; he may find that returning them via another method like DHL or UPS is less costly.

Business Response:

We are sorry Mr. ******* is frustrated, and we understand that his Saab vehicle is a European vehicle. However, often auto manufacturers will make U.S. and European market versions of the same European cars – Saab is one such manufacturer, along with Audi, Mercedes, BMW, Volkswagen, Volvo and more. The United States and Europe have differing safety and emissions standards, particularly with regard to exhaust and engine parts like exhaust valves, cylinder heads and intake manifolds. Mr. ******* ordered cylinder head bolts, valve stem seals and exhaust valves that fit only the European-market version of his Saab model. The customer can tell whether the parts will fit the European or U.S. Market version of the car by the European flag in the part description, along with our floating text that appears when the customer holds his mouse cursor over the flag. This catalog feature can be seen in the attached screenshot image, *******BBB.png.

This is why we tell our customers when the same vehicle was made in more than one market – in this case, U.S. and Europe – the customer needs to use the flags in the part descriptions for direction on which part to buy.

Addressing his other concerns, the parts he ordered do fit his Saab, if he owned the Saab manufactured for the European market. The valve stem seals he purchased also fit Alfa Romeos, as well as other European market vehicles, like Renaults and Peugeots.

The reason we did not escalate Mr. *******' call is because the parts were ordered incorrectly, and we had no other options for him, except to set up a return. If we re-shipped him any parts, they would be the same, incorrect parts, ordered for a vehicle meant to be driven in Europe rather than the United States. He is still free to return the parts, should he wish to ship them back to the United Kingdom.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

I can see that I am getting nowhere with the people at Rockauto. I do not agree with their argument and they don't agree with mine.

One thing I will say in their favor is that the head bolts do fit my car after all. The way they were packaged made it look like half of them were shorter than the others. As it turns out, they were staggered  in the package.

Unfortunately, that also negates their arguement that their 'european'  parts will only fit a 'european' car.  Not to mention that from the start of all of this I made known that the intake gasket did fit. Apparently not all european parts fit only european cars. Maybe these guys should work on their flag system.

They are suggesting that they would not escalate the call due to the fact that I simply ordered the wrong parts. The fact is that when I asked for the call to be escalated, the person  I was talking to said he was as high as I could go without talking to the owner. I then asked to talk to the owner, and was told he doesn't take calls. (I really didn't expect to get the owner on the phone.)  He did, however, tell me that I could talk to another manager who would just agree with him anyway. (His words)

The fact is, now that I only had to send back the valves and stem seals, I was able to send them for much less. The bad news is that with the original shipping and this shipping, I have now paid out more than these parts are worth. (Yea, I know)

By the way... they make it sound like they tried to set up a return as if to do me some big favor.  Their so called return was still to be at my expense, and the expense was quite large.

Rockauto advertises "All the parts your car will ever need".  Is that rhetorical?

 

 

Little Regard,

****** *******

 

 

8/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: According to the site info, the part was supposed to fit my truck ( on the confirmation paper, it said it will fit my truck), but it did not. I contacted Rock Auto, but because it was past the 30-day free return policy, they would not help me, and said "there is nothing they can do."

Desired Settlement: I have a part in my house in the original box I don't need or want. I would like a refund

Business Response: We are sorry Mr. ******* received a drive shaft center support that would not work for his vehicle. The part he purchased supports a truck with a 1.375" inner diameter support bearing. We're uncertain if this is the diameter support bearing he has. However, RockAuto has a 30 day return policy, which is listed on our website in numerous locations: http://www.rockauto.com/lang/en/policy.html#Returns. Mr. ******* placed his order on February 8, 2013, and contacted us on July 13, 2013, regarding his desire for a return. We were unable to accept a return so far outside of our return policy window -- 4 months.

8/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made big order over $1000 and before i made an order I called an talked to 2 different people to make sure I em ordering right parts, i also gave them my VIN nr. to make sure.The customer service rep piked items for me online and told me that this was the right item i need.I triple checked all the items and when i received the order first the hood was damaged and i had to purchase another hood $300 , secondarily two bumper covers where wrong front and back, I had to order again for local store at $329.99. Scam is this they send you wrong part on purpose and make u shipp the item back( i was quoted on the website $130 to shipp back bumpers.

Desired Settlement: I will shipp the items back if they pay for the shipping back, and i like refund for hood front bumper back bumper and orig shipping cost for these 3 items.The point is that they list the wrong parts for vehicles and charge you double for shipping.

Business Response:

We are very sorry Mr. *******'s hood arrived damaged. We have filed a claim with the shipping company, and while the claim is still in process, it is our intention to refund him in full for the hood and the proportionate amount of shipping he paid for it. We will keep him posted on the status of the claim, which takes several weeks to process and pay.

Regarding the bumper covers he purchased, we are sorry if he gave his VIN to a representative here and that representative picked out the incorrect bumper covers for him. Based on his VIN, Mr. ******* has a 2004 Jeep Grand Cherokee Laredo Special Edition 4WD. The front bumper cover he ordered is listed to fit a 2004 Jeep Grand Cherokee Laredo with fog lamps and should replace a textured front bumper cover. The rear bumper cover he ordered is listed to fit a 2004 Jeep Grand Cherokee Laredo Sport without a hitch bezel. Neither bumper cover will fit the “Special Edition” of the 2004 Jeep Grand Cherokee Laredo. Unfortunately, we do not carry the bumper covers for the Special Edition version of his Jeep. We always list any sub-model vehicle information the customer may need in our part description, and we encourage our customers, online and over the phone, to double-check their vehicle information against what is listed in our part description, to ensure the correct part is ordered. RockAuto.com does not have a VIN search, so we cannot be held responsible for parts ordered incorrectly based on the VIN.

However, given Mr. *******'s experience, though, and the fact that he called our customer service beforehand for help choosing the parts, we are willing to cover shipping one way if he chooses to return the parts. He can either opt to ship them back using the carrier of his choice and we will refund the original, proportionate amount of shipping he paid for the two bumper covers, approximately $140, or he can choose to use our prepaid FedEx label to return the parts for a refund of their part cost. We encourage him to email us directly, at ***** ** ************, to facilitate this return.

7/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i ordered a clutch for a 2001 vw jetta from rockauto.com in mid june of 2013. before ordering i explored their website and was confused about the different sizes of clutches that the website said all fix my car. so i called the customer service to verify which size would fit my car. i gave them the necessary info about my car and they advised me to order the 228 mm size clutch for my car, saying that it would fit. so i did order the clutch. when i received the part, however, the clutch was too large and would not fit my vehicle. so i called rockauto to try and return it and tell them what happened. all of the employees that i spoke to swore that they had done no wrong and that it was my fault for ordering the wrong clutch. in addition they would not refund me the original shipping cost ($62.52). not would they refund me the cost of shipping it back to them, in order to get the refund of just the part that i ordered ($130.79)

Desired Settlement: i would like rock auto to refund me, the shipping(both to and from my residence) as well as refund me the purchase price of the clutch that they said would fit my vehicle

Business Response:

We are sorry Mr. ********* received a clutch that would not work for his 2001 VW Jetta. According to our catalog, the clutch he purchased fits a European Market VW Jetta only. European Market vehicles are often built to different specifications, particularly with regard to transmissions, exhaust and body features. Customers using our site can tell when a part will fit only European Market cars by looking at the flags found in our part descriptions, as you can see in the part description for the part Mr. ********* purchased, *******.

The European Union flag is a clickable link, and the text that appears when it is clicked reads, “A flag next to a part number or car name indicates the market for which the part manufacturer has provided application data. Part manufacturers often provide application data only for their local markets so we do not know whether their parts also fit cars in other markets.”

According to our phone and email records and based on the name, email address and phone number he entered into his order, Mr. ********* did not contact us prior to placing his order online. For parts that are ordered incorrectly or simply not wanted, we ask that our customers cover the return shipping and then they are refunded for the part cost upon its return to our warehouse.

We received the unwanted clutch back at our Madison headquarters on Monday, July 8. However, the return instructions indicated it should have been shipped to our originating warehouse, which is in Great Britain. We have forwarded the return to our correct return location in the UK. Mr. ********* will be refunded for the part cost less the cost of the forwarding shipping of $74.79 within 5 business days of the part being returned to our UK warehouse. We apologize sincerely if he was confused by the flag in our catalog, but we are unable to refund him the original shipping for a part that was ordered incorrectly.

7/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a pair of remanufactured rear brake calipers from my car. When they arrived, I checked them over and the left side caliper looked to be clean and in order. However, the right side caliper had a piston with severe pitting and deformities. The difference between the 2 calipers were easily recognizable. I was uncomfortable with installing this caliper onto my car due to the clear defects. For example, the OLD calipers that were originally on my car had pistons that were clean and straight, which ensures a good seal. It would be a complete waste of time to replace my old calipers with such an inferior and defective product. When I called into to customer service to ask for a replacement, I was forced to pay the shipping costs to fix RockAuto's error. Furthermore, this issue is delaying me from finishing the work that needs to be done on my car. I was advised to pay and additional $90 for Next Day shipping alone. I was ready to accept this route and just pay - so I could prevent my time from being wasted further - until I was recommended to talk to a "manager" under the pretense of potentially being offered a better solution. I then talked to the shift manager named **** who seemed to have little regard for my customer satisfaction. Instead of trying to remediate a better or alternative solution, **** completely denied my request for a replacement. He then proceeded to be condescending and demeaning, citing his acclaimed service technician background arrogantly. **** told me that "I didn't know what I was talking about" and wasn't going to allow a replacement, unless I paid for everything. Additionally, when I suggested to **** that he was not being reasonably open with my requests, and wished to speak with someone else, he told me that "there was no one else to talk to" and that he was "as high as it gets". Apparently I was only left with talking to the actual owner of RockAuto, who **** said conveniently does not talk to customers. He left me in a position of no recourse. Now I'm stuck with this defective brake caliper with no option of a remedy. First I was at least promised a partial replacement effort by another customer service rep, and then the next moment I get denied that promise in its entirety. This speaks extremely poorly on RockAuto's business practices and ethics. My experience **** has been filled with distraught.

Desired Settlement: I want a replacement part that follows basic quality standards with EXPEDITED shipping to cover my wasted time, AND NO I am not going to pay for shipping to fix this error. Or give me a full cash refund and send me a box with packaging and a prepaid label, and schedule someone to pick it up for return. Reassess ****'s credibility and ability in his role, and business ethics at large.

Business Response:

We are sorry this customer received a caliper with some appearance issues. When this customer called our customer service to let us know of the issue, he requested that we send him a part via overnight shipping without requiring him to return the part, which would cost RockAuto $90, or to compensate him $20 or more, for the inconvenience, also without returning the part. We explained our return policy to him for damaged parts and offered to allow him to return the part via a prepaid shipping label. We could have then re-shipped him a new, intact part when we saw in the tracking connected with the prepaid label that the pitted caliper was on the way back to us. The customer then requested to speak to a manager because this solution was not acceptable to him.

The manager he spoke to next attempted to troubleshoot with him, to determine whether part simply had a few aesthetic flaws or if it was actually non-functional. This manager also determined that the part in question was now out of stock, so we could not re-ship it immediately even if we had allowed an exception to our return policy. The customer indicated he did not wish to explain the issue with the caliper further and refused to send a photo of the allegedly damaged part. The representative this customer spoke to during this time was the only team leader (our term for “manager”) on staff at the time, in the evening. The customer called back during normal business hours and we determined he was not interested in a reshipment of a new, aesthetically intact part; he desired only an immediate refund. We explained we could not refund him without receiving the part back, to which he responded that he had already filed a chargeback via PayPal and a BBB complaint.

We explained, again, via the PayPal dispute the customer filed, that we cannot issue a refund for this part without return of the part. We are happy to accept a return and issue a refund, but only if the customer returns the caliper per our normal return policy. The customer did not respond to our message through the PayPal dispute, so the dispute has been closed, as of yesterday, June 25. If he wishes to return the caliper, he can do so. Return instructions can be obtained via our Order Status and Returns link on RockAuto.com.

 

Consumer Response:

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.

Their response is filled with inconsistencies and untruthful conjectures. See inline for my comments and experiences, which differ greatly from what has been presented. 

"...he requested that we send him a part via overnight shipping without requiring him to return the part, which would cost RockAuto $90, or to compensate him $20 or more, for the inconvenience, also without returning the part."

When I first called RockAuto's customer service, I was granted a replacement part with normal shipping. Since I needed the replacement ASAP to complete my brakes, I requested Next Day shipping. I was told it would cost me $90 and that I would have to pay for it. RockAuto was blatant about not being able to cover the $90 Next Day charge, which I agreed to pay. At this point I was recommended a second opinion from the "manager" with the promise that he may be able to offer me a better solution... otherwise I was ready to move forward by paying RockAuto the $90.

Compensating me $20 or more is completely false and irrelevant as this was never requested.


"The manager he spoke to next attempted to troubleshoot with him, to determine whether part simply had a few aesthetic flaws or if it was actually non-functional."

False. The moment I spoke to the manager, I was denied in its entirety the aforementioned promise of being offered a replacement. The manager did not attempt to troubleshoot, he simply told me he was turning down their previous offer of a replacement purely on his own discretion. He said the only way I could overturn his judgment is if I brought the caliper into a certified mechanic to gain their approval and then send everything back in. This is unreasonably tiresome and lengthy.

"This manager also determined that the part in question was now out of stock, so we could not re-ship it immediately even if we had allowed an exception to our return policy. The customer indicated he did not wish to explain the issue with the caliper further and refused to send a photo of the allegedly damaged part."

I requested another comparable replacement from another brand, that was in stock, but was denied this too. The only way I could get another replacement is if I pay the full-cost of another caliper.

I was initially promised a replacement with the option of Next Day shipping if I paid for the shipping, which I agreed to. I was then lied to by RockAuto because this promise was subsequently denied and I was left with no rebuttal or recourse. The only options the manager left me included: keeping the defective part with no support, paying in full the cost of another caliper, or undergo a lengthy and unnecessarily difficult process to prove my position against the manager's biased opinion.

Regards,

**** ***

 

 

Business Response:

We are sorry if our response does not match Mr. ***'s recollection of the situation. We are still able to offer him a return and refund, should he wish to return the part, if it will resolve his complaint and concerns. We are unable to ship him a different brand caliper, given that the manufacturer's warranty return policy and our policy in general for defective parts is direct replacement of the same part number only, not replacement with a different brand part. We would not expect him to keep a defective part for no reason, nor would we expect any of our customers to pay the full cost of another caliper if they could take advantage of the option of a return and re-shipment. In this case, a return and re-shipment of the part was not an option, because it was out of stock. We apologize sincerely for the inconvenience; however, we can still offer Mr. *** a return and refund, should he wish to take advantage of this return option. If he wishes to return the caliper for a refund, he can contact us directly by emailing: ***** ** *************

7/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought an item from these people and they sent the WRONG item. The policy CLEARLY states that if they send a damaged, defective, or wrong item they will refund price plus shipping.I emailed them to let them know the item was wrong for my Jeep. I was told to return the item. I did so.I sent an email stating that the item was on the way and that the total to ship back was $10.05. I offered to send the receipt to them.I was called a LIAR and told that they do not refund shipping back the item.I read the policy on the website. I CAN read and understand English. I am not a rich person and when someone makes a mistake, they should make it right.The part was not right and was returned in the same condition it was sent. I am now out money for THEIR wrongdoing.RUDE UNFRIENDLY customer service.I am NOT happy at all. I followed the rules and their policy to the letter. I was called a liar and told I do not know what my Jeep is. I drive the thing, so I know what I need for it.

Desired Settlement: I want my money returned. The policy they created and have written on their website clearly states that they refund all costs if the mistake was theirs.

Business Response:

We are sorry this customer has had a poor experience with a part from an auto parts retailer. However, we cannot find this customer's order in our system, based on the name, phone number, email address, part number of the part in question or order number provided in the complaint she filed with the BBB and in the documentation attached to her complaint. The documentation she has attached to her complaint indicates she has had repeated email correspondence with “****** **** *****,” an auto parts retailer in ***** *********** **. If ****** **** ***** purchased the part for this customer from RockAuto, this customer will need to facilitate the refund and return of the part through the business from which she bought it, ******, who could set up a return online on RockAuto.com, if that store indeed did purchase the part through RockAuto. We hope she is able to facilitate the return that she needs through her chosen retailer.

7/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a problem with them refunding my money it took my and my bank to get them to refund me the money

Desired Settlement: I just and my money and have them noticed by you guy not to use them

Business Response:

This customer ordered a hood on RockAuto.com on June 14. He was notified via email the same evening he purchased it that the expected ship date would be Tuesday, June 18. He called us to ask whether it would ship on Tuesday, June 18. Unfortunately, our warehouse notified us the hood they received in from the manufacturer was damaged, so they had to reorder this customer's hood. We apologize sincerely for the inconvenience and for the delay. This customer then decided to cancel the order, as it was taking too long to get the part he needed.

We requested the warehouse to cancel their order of another hood. Our warehouse confirmed the cancellation the next morning, Wednesday, June 19. We canceled the customer's order. Refunds to MasterCard and Visa cards typically take 1-5 business days to process. The customer called us three times on Thursday, June 20, inquiring about his refund, and we reiterated this refund time frame to him each time. The third time he called, due to his persistence, we requested that our credit department refund him immediately, which is not our normal policy, because typically banks require a full business day's processing time for refunds. We did so, and this customer was refunded in full on June 20, 2013, at 4:15 p.m.

7/13/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a compressor for my car. I had a a/c shop install the compressor, when I arrived to pick car up, mechanic stated that the remanufactured compressor clutch will not engage. This is the same problem I was having with the original factory compressor. I contacted rock auto about returning compressor and was told to look online for instructions. I understood that I could return the compressor for a refund. I had already been without my car for several days, so I went to the dealer and purchased a brand new compressor as to have the compressor done the next day. I again contacted Rock Auto for correct paperwork to return and was informed that I could not get a refund, that it was not company policy to refund money on defective parts. It cost me an additional $178.00 to have this defective compressor removed and the working one from the dealer installed. I want a refund, I have followed all of the procedures and policys for a refund.

Desired Settlement: I do not want a store credit as I have spent so much additional money because rock auto sent me a defective part. I need to be refunded promptly.

Business Response:

This customer contacted us on June 14, 2013, noting that she needed to return the compressor, “as the mangetic clutch will not engage.” The order was a few days outside of our 30 day return policy when she emailed us, so we determined the A/C compressor was under **** *******' warranty. **** *******, as well as other A/C compressor manufacturers, have strict warranty terms that must be adhered to should the compressor be returned as “defective” or “having failed.”

We list these terms clearly on our website, in the INFO pages linked within the part description: “MPORTANT A/C COMPRESSOR WARRANTY NOTE: In order to ensure that proper warranty credit is issued if needed, the compressor installation instructions must be adhered to. All compressor defects must show proof of purchase of an Orifice Tube/Expansion Valve, Drier, and Approved A/C System Flush or a Work Order showing the purchase of these items and that the system was flushed using approved procedures.”

The customer called us after we emailed her these warranty terms, to notify us she had already sourced a new part locally. Despite the fact that she was outside of our 30-day return policy and had not provided proof of purchase of an orifice tube/expansion valve, drier and approved A/C system flush, we made an exception for her situation and allowed her to return the part under warranty for store credit, because she was just slightly outside of our 30-day return policy. This is not a normal procedure – it was an exception to the policy, particularly given that we did not request proof of the purchases **** ******* typically needs to see to credit for a warranty return. Warranties cover direct replacement of the same part only, so we can either refund her in store credit so she can purchase a similar part, or we can ship her another compressor of the same part number. We cannot, at this point, refund her Discover card for the returned-under-warranty part, but we are happy to refund her for the part cost of the compressor, $323.79, in store credit, within 5 business days of our warehouse confirming the part has been returned. 

7/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a purchase through RockAuto.com in error. There is a "cancel order" option that I chose less than 5 minutes after first placing the order and received confirmation that my transaction had been cancelled. The following day, the charge was processed through my account and an additional fee was charged. I contacted the customer service for RockAuto and was told the charge was in error and it would be refunded within a few business days. They refused to refund the fee they caused because of the debit, which they admitted was their error.

Desired Settlement: I simply want my fee back that was charged because of a processing error.

Business Response:

We are sorry this customer was charged an overdraft fee after placing an order on our site. Because he used the “split payment” method and paid with two separate Visa cards, for security reasons our system must capture the funds immediately. When he canceled the order, our system automatically set up two refunds, to be issued back to the two Visa cards he used to place the order. These refunds were issued less than 24 hours after he canceled the order. It is out of our realm of control whether he had enough funds in either bank account to cover his order. It is reasonable for our system to presume that, because a customer is placing an order on our site, that said customer has enough funds in his checking account or available credit on his credit card to cover the order. We will not be refunding the overdraft fee this customer incurred due to placing an order and not having enough funds in his account to cover its cost.

Consumer Response:

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 received 4 different explanations on why or how a payment was processed 7 was told funds were not available in my account. Funds were available & a subsequent charge came through my account after RockAuto incorrectly drafted funds. My transaction with RockAuto was cancelled within 15 minutes of placing the order, though funds were still withdrawn from my account the following day. Had RockAuto not taken the funds, there would have been no fees; the fee was a direct result of a charge (previously cancelled) from RockAuto. ]

 

Regards,

*** ******

 

 

Business Response:

We are not certain what this customer is referring to when he says the fee he was charged “was a direct result of a charge (previously cancelled) from RockAuto.” We charged no additional fees besides the amount of the order he purchased, $339.47. We refunded this exact same amount of money to his two Visa cards, $339.47, on June 11, 2013, the day after he placed and then subsequently canceled the order. If the BBB needs to view transaction numbers as proof of these refunds, we will gladly supply them.

It is not our responsibility to account for this customer's choice to make a purchase without funds to cover the purchase in his account. When he contacted us on June 11 via email regarding the canceled order, he stated, “I placed an order online yesterday but I had to cancel it just a few minutes later to wait for a deposit later this week.”

We then explained to him via email that, in order to process his order as a split payment as he did on order ********, the payments are captured and charged immediately when the order is placed. 

When customers submit an order online, we request authorization from the bank before their orders are approved.  Banks will typically check three things: the billing address,  the card information and whether or not the funds are available.  When he clicked the "Place Order" button, we received a message from the bank that the transaction was approved which is why he received the order confirmation.  The payments were captured right away because it was a split payment. 

Because the bank authorized our use of the funds, we were completely within our rights to capture those funds and, therefore, are not liable for the overdraft fee that resulted from this order.  If there were not enough funds in the account when the order was placed, the bank or credit card company should have declined the transaction.  We began processing a refund for the order immediately after it was canceled. We will not refund a $30 overdraft fee charged by this customer's bank and not by RockAuto. 

 

6/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was trying to purchase a truck part from the company's website and the charge was denied the first time because of a billing address issue due to a recent move on my part. The second attempt was denied because the company had already taken the money off my card as a hold, which is explained no where on the website and it caused problems with later transactions. Now I have to wait for the hold to lift and reorder the item. I'm currently looking for other options in order to avoid working with this company. When I called in they were very unhelpful to the point of my having to call in again.

Desired Settlement: I would like the hold to turn into a purchase instead of having to shell out for the product again.

Business Response:

We are sorry Ms. ******* had trouble placing her order on RockAuto.com. Our checkout page has two fields for addresses, one for the billing address, which must match what the customer's bank has on file for the card being used, and one for the shipping address, which must match where the customer wishes the part to be shipped. The two addresses can be different, but the billing must match the bank's information in order for the funds to clear and for the purchase to process in our system.

When Ms. ******* called us to ask if she was charged for her first attempt, we explained to her what we explain to all customers in this situation. Because she had entered the correct card information – card number, expiration date and CVV code – but not the correct billing address, the card was authorized but not charged. This authorization places a temporary hold on the available funds, so the merchant can take them at a later time. When placing orders on RockAuto.com, cards are first authorized upon placing the order. We charge cards only when the orders ship. The difference between an authorization and a charge is explained in the FAQ section of our website: http://www.rockauto.com/lang/en/answers.html#auth

In cases like Ms. *******'s, wherein the card is authorized but not “accepted,” our system automatically sends an electronic cancellation request to the customer's bank and the authorization drops off within a few business days, per the customer's bank's policy for canceled authorizations.

Given this process, we are unable to turn a hold into valid, available funds and apply those funds to a purchase. Our online ordering system never captured the funds, so we had no money to apply to any of Ms. *******'s order attempts. At this point, the pending authorization should have dropped off her card, so she is welcome to attempt the order again at RockAuto.com.

6/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There ordering system you choose the car, make, year, then the part. There are a lot of parts that are listed that are not compatible with the vehicle you have chosen. So you pay shipping, get the wrong part, the part they say is correct for the vehicle, and when it is the wrong part they make you pay the freight to ship the product back. They also hold your money for up to 2 weeks for inspection. "The point is that they list the wrong parts for vehicles and charge you double for shipping."

Desired Settlement: I want a shipping refund for both of my returns, because they sent me the wrong parts.

Business Response:

We are very sorry Mr. ******** received a pair of hydraulic hoses that would not fit his 1967 ********* ***** ** ****. He did not contact us about this issue until after setting up a return himself online, generating a prepaid FedEx label that would be deducted from his refund and filing his BBB complaint. When he contacted us via email to let us know the part was incorrect and express his dissatisfaction at covering the shipping cost to send it back, we followed up with him via email immediately, asking how the part was incorrect.

After he emailed us back with more details, we called Mr. ******** to verify whether he has rear disc or drum brakes. After verifying his Nova has rear drum brakes, we determined these hydraulic hoses were listed incorrectly for his vehicle. Catalog errors are rare but occasionally they do happen. We have fixed this error in our catalog, to prevent this kind of confusion and so customers do not purchase these hoses for rear drum brakes in the future.

We advised Mr. ******** we would be issuing a full refund for his return of the hoses, since he had already shipped them back by the time we called him. Mr. ******** indicated he was happy with this solution. We apologize again that he received the incorrect part. We always encourage customers to contact us if they believe a part they have received is incorrect, so we can fix the problem and, potentially, our catalog, to prevent the error in the future.

5/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered some parts for a 1993 ***** ****** Pick-up the parts were upper Ball Joints and lower ball joints. The lower ball joints they re-imbursed me for because they sent the wrong part. The Upper Ball Joints that they sent didn't fit right which i found out after spending $79 for a front end alignment and found out that the upper ball joint popped out of the place where it goes. I called them and informed them that the Ball Joints were not fitting right and it had popped out which messed up my upper Control Arms and asked to get re-imbursed for their faulty product and they informed me that its not their fault if we forced in the Ball Joints and it popped out and that they don't re-imburse people back for faulty products. So here I am out $79 from the alignment $14 from the ball joints and now I have to buy 2 new Control Arms for my truck and I have to pay for another alignment

Desired Settlement: I would like to get re-imbursed for another alignment and the previous alignment that I got and re-imbursed for my 2 upper ball joints and re-imbursed for the 2 new Control arms that I have to buy

Business Response:

We are sorry the ball joints Mr. ******** ordered did not fit his vehicle. He ordered and received two front lower ball joints listed for the AWD version of his 1993 ***** ****** and two front upper ball joints that fit either AWD or RWD. He called on May 1 to let us know the upper ball joints appeared to be threaded differently than what he needed. After troubleshooting with him, we determined the ball joints would not work for his vehicle but were not listed incorrectly in our catalog. We offered him a refund for the upper ball joints without requiring him to return them. Mr. ******** indicated this was an acceptable solution. He was refunded for the cost of the upper ball joints in full on April 23, 2013.

Mr. ******** also noted that the front lower ball joints were too large for his vehicle. We verified with him that he has a RWD (rear wheel drive) 1993 ***** ******, not the AWD 1993 ***** ****** that these front lower ball joints will fit. We set up a return for him to ship them back for a part cost refund. Mr. ******** called us back later in the day to let us know that attempting to install either the lower or upper ball joint damaged his control arm. It is unclear to us whether he meant the upper ball joints, which we had already refunded him for, or the lower ball joints, which he ordered incorrectly, caused the alleged damage.

However, our return policy clearly states, “If a part doesn't fit, don't try to "make it fit" and risk damaging the part or your car (or yourself). We won't accept responsibility for any costs exceeding the cost of the part (and you don't need the aggravation of doing a job twice!) so please inspect the part before you start the repair.”

We are sorry Mr. ******** may have incurred some extra expenses due to attempting to install the incorrect ball joints, but we are unable to refund him money he did not pay to our company.

5/24/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: i ordered a mixture control solenoid, they sent empty box with the solenoid part number on it and in the same package they sent a ignition switch. How ignorant to send a part that is absolutely no where near what the empty box they sent and was ordered. they charged my cc, and refuse to refund money. They want me to go thru the trouble to run around town, taking time off work, to handle their incompetent business deals.

Desired Settlement: No outcome at all, they insist i fix their ignorant mistake. It is not a business of integrity to try and force a customer to run around town, loose work, to mail a part back that WAS NEVER ORDERED, THEY SHOULD HAVE SENT FED EX TRUCK TO THE SAME ADDRESS THEY SENT A PACKAGE WITH ABSOLUTELY NOTHING I, THE CUSTOMER, ORDERED NOR MENTIONED, NOR BE ANYWAY POSSIBLE TO PASS OFF AS A SOLENOID, THEY SENT A IGNITION SWITCH WITH KEYS. ONE HELL OF A BIG DIFFERENCE IN PARTS, THEIR DIAGRAM WAS WHAT I ORDERED, THEIR PART NAME IS WHAT I WAS LOOKING FOR AND THEY FAILED CONSIDERABLY.

Business Response:

We are sorry Mr. **** received the incorrect part. Our shipper picked the wrong part off the shelf. We have addressed this issue with our warehouse, to ensure it does not happen again. When he called us, we immediately set up a return for him and explained our return-and-reshipment process. We cover the return shipping for the customer via a free FedEx label. As soon as we see the package is scanned in and moving back to our warehouse in the FedEx tracking connected with that label, our system is triggered automatically to re-ship the correct part. Without seeing that the part is on the way back in the tracking, we cannot re-ship anything.

Mr. **** called us back after we set up this return-and-reshipment for him and indicated he wanted a refund instead. We set up the proper return for him and emailed him instructions along with the free FedEx label. To date, Mr. **** has not used the free FedEx label we generated for him. We are sorry he feels as if we expect him to fix our mistake. We fully intend to refund him for the part, once it is confirmed returned to our warehouse.

In the rare event that a customer cannot drop off a package at FedEx, we will offer to set up a call tag for the customer, which involves the FedEx driver picking up the package from the customer's shipping location at a scheduled time. We called Mr. ****, left him a voicemail and emailed him, asking if he would like us to set up a FedEx call tag instead of using our prepaid FedEx label. If he is interested in taking advantage of this call tag, we encourage him to contact us via phone or email.

5/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted rockauto to get a refund on some parts I ordered from them. They were not the correct parts that I needed. Based on the description of the parts in their online catalog, the parts that I received were the hoses for the rear brakes. The first person I talked with (****), said that he agreed that the description was inadequate to inform the customer that these were hoses for the rear brakes instead of the front brakes(the part description on their website says "Front Left Front Connection" and "Front Right Front Connection"). He informed me that I would receive a full refund for the parts and the shipping costs because of the mix-up. He then began to tell me how to return the parts, but abruptly stopped and said that I would not need to return the parts because the cost of the return shipping would exceed their cost for the parts. **** told me to "do whatever I wished with the parts and that I would be receiving a full refund within a few days, and an email to confirm when that was done". A few days later I checked my email to see what the status on the refund was. It appears that just minutes after he told me that I would be getting a full refund and not even have to bother with returning the parts he sent an email that said they wouldn't be funding the original shipping costs because I should have known that they were the incorrect part based on the picture of parts in the catalog, and that they would issue me a refund of the cost of the parts when I returned the parts to them. Since **** told me to "do with the parts as I wished and that I would not need to bother to return them", and due to the fact that I had no need for these wrong hoses I threw them out. Because they were now totally changing the rules for me to receive my refund, I then called their customer service # to explain what happened and what I was originally told by ****. I was told by another customer service rep that I could get a refund for the parts when they were returned but that I would not be getting one for the original shipping. I asked to speak to that person's supervisor and was put through to ****. **** looked into the notes that **** put into the computer about the return. According to what ****'s notes said and what I was originally told by him was not the same thing. **** said that all he could do is follow up with me after he spoke to **** to find out if **** had told me that I wouldn't need to return the parts at all. **** also disagreed with me, saying that the part description is clear enough and that I wouldn't get a refund for the shipping, but that they could still refund the full price of the parts even though I wasn't able to return the parts because I threw them out. When **** refused to also honor the original agreement that **** had offered in my first call, I asked to talk to his supervisor in hoping to get the issue resolved. **** then gave me the extension # to contact ****. I called back to talk to **** who just repeated what **** said and took my phone number and said he would give me a call back after **** arrived at work and he had a chance to question him about our conversation. He said that **** would be arriving at work in about an hour and with that I assumed that **** would call me back to let me know what was going on. Needless to say but **** never did call so I checked my email 2 days later and see that **** sent me an email stating "I spoke with **** and he said that he did not instruct you to dispose of the parts, and his order notes indicate this as I mentioned over the phone during our conversation. If you still had the parts, we'd be happy to accept them for a part cost refund, but we cannot issue a refund without a return in this case." Again they changed their story about my return. Now, not only would I not get my original shipping refunded, but I also won't get the parts cost refunded either because I cannot return them. They said that I would get a full refund, but it appears that it was never their intention to do so. They said I would not have to return the parts by both **** and ****, but now according to **** I will have to return them to get any refund at all. **** said he would call me after he talked to ****, but that never happened. It appears that integrity in doing what they say they will do is not a part of their customer service.

Desired Settlement: I would like for rockauto to honor what their original customer service rep told me. I would like a full refund of the parts ordered including the original shipping costs.

Business Response:

We are very sorry Mr. ************ had such a difficult time getting clarification on his refund for the incorrect brake hoses he purchased. Based on our part description, we agreed with him that it was confusing to determine where the hoses connected in the car. However, our photos of the parts are correct and indicate the connectors needed to attach the hoses from the front of the vehicle to the rear, not to the front calipers, which is where Mr. ************ said he thought they connected.

We have spoken with the representatives involved in handling his order and return, to ensure this confusing “run-around” for the customer does not happen again. Based on the cost of the parts, we are willing to issue him a refund for the full cost of the parts he ordered, $23.75, without requiring him to return the parts. The original shipping charges are not refundable because we are not requiring him to ship the parts back. If this refund of $23.75 will resolve his complaint, we encourage him to respond to ****************** directly and we will set up the refund to be issued back to his Visa card within 2 business days. We apologize again for the poor customer service he experienced.

5/23/2013 Problems with Product/Service | Complaint Details Unavailable
5/7/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I Ordered a ***** clutch kit for a ********* truck through RockAuto on tuesday 4/9/13 for a job that i had on saturday. I knew that i had plenty of time for the product to get here with the shipping i had chosen. Now it was delivered on friday as expected. To my surprise to see that the box was not even close to the size it should have been, so I opened the Packing and found an ***** box with timing belt and component kit for a *********** car. So instantly i thought how could i get the job done now with only a day to spare. So i looked into the overnight shipping options and found it was possible, i called RockAuto immediately and spoke with a representative about the situation and that i needed the right part that i ordered for saturdays job. The person i spoke with told me there was nothing they could do about having it for saturday as the warehouse would not be open, they also said that i would have to return the wrong part that RockAuto made the mistake on before they would send me the correct part i ordered. RockAuto Said they would send me a return shipping label free of charge since it was a mistake on there end but it sould have to be processed before RockAuto Would send out my clutch which meant i had to use my fuel and time out of my day to bring there mistake to a ***** location which is 30 miles one way from my residence. I didn't think that was very fair but the main reason i care so much about this is that my customer now will have to wait another week for his truck ,that is used for his work to be fixed. I am very disappointed in the customer service that i received from RockAuto As they claimed there was no way to have the right part to me on the scheduled repair date. After talking with the representative for quite some time we finally settled on having RockAuto ship the "right" part on monday after confirming shipment from me of the wrong part for return. I have many customers that i recommend to use RockAuto for there parts purchases as they usually have great customer service and prices. Unfortunately after this terrible experience that will be changing.

Desired Settlement: I believe that RockAuto Should Refund all or some of my purchase price for the inconvenience they have caused for both me(the purchaser) and my customer. I also believe that RockAuto Should have been able to conform to shipping my product out friday night for overnight service.

Business Response:

We're very sorry Mr. ****** received a mis-boxed kit. Mr. ****** called us on Friday, April 12, alerting us to the problem with the kit he received. We set up a return for him immediately. We do ask that the part at least be on the way back to us before we re-ship out a new one. We generated him a free ***** label to ship the part back and as soon as we saw the package was scanned into *****'s system, we re-shipped him the new part, on Monday, April 15. He received it two business days later, on Wednesday, April 17. We typically do not set up call tags (***** pick-ups) for our customers unless they live in a rural area with no ***** service nearby. The free label we provide allows our customers to drop the package off with a ***** driver in their neighborhood, at a ***** drop box or the nearest ***** location.

Additionally, we do not provide ***** “next day air” service. As an online retailer that partners with many manufacturers and suppliers worldwide, it is impossible for 100% of our distributors and drop-ship manufacturers to guarantee same-day shipping. We always allow our warehouses one business day to process and ship parts that are in our regular inventory, a policy we note on our website. Had we been able to ship out Mr. *****'s correctly boxed kit via Next Business Day Express, a ***** service we do offer, it would have shipped out Monday, April 15, the same day his re-shipment shipped out ***** Ground, because ***** Express picks up and delivers Monday through Friday, not on Saturdays. Our software sets up re-shipments to ship out the same carrier method chosen originally, in this case ***** Ground, which typically takes 1-5 business days to arrive after the date of shipment. Given that he received the correctly boxed kit 2 business days after it shipped, we feel this is not an unreasonable amount of time to wait for the correct part from an online retailer. However, we sincerely apologize for the inconvenience. We have spoken with our shipper, to ensure this mistake does not happen again.

5/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On April 2nd, 2013 I placed an order for a replacement clutch. The description for the kit I ordered read: ********/***** CAR Part # ***** 9 X 1 1/8 X 10T w/ Dual Mass Flywheel I interpreted this to mean that I would receive a ******** 9"X1 1/8" 10 tooth clutch and a dual mass flywheel. When my order arrived on April 8th there was no flywheel, as it was after business hours by the time I checked the contents I waited until the following morning to call customer service, the representative said that I should have called if I was confused, I explained that I had not been at all confused when I placed an order for a product that had "W/ Dual Mass flywheel" in the description, and that instead I had felt confident that it would in fact have a flywheel. She then said that I should have checked the picture (a postage stamp sized stock image of a clutch disk and pressure plate) and said that I should have read the descriptions of all the kits in that product group because the ones that say they include a flywheel are substantially more expensive. Of the nine kits RockAuto carries for my vehicle, five included(at the time I placed the order) some variation of the the words "with flywheel", but only two of these actually contain a flywheel. The five descriptions are as follows: ********/***** CAR Part # ***** 9 X 1 1/8 X 10T w/ Dual Mass Flywheel ($151.89) BRUTE POWER / PERFECTION CLUTCH Part # 92241 Diaphragm; 9x10Tx1 1/8; with OE Dual Mass Flywheel (Only 2 Remaining) (188.89) ******* Part # ****** {#********, ********} PLATE KIT,CLU PRESS & DRVN (W/ CVR) ; WITH DUAL MASS FLYWHEEL; DIAPHRAGM 9X10TX1 1/8 ($205.79) ***** Part # ******** SFW Conversion kit for ********, w/ Flywheel, Not to be used with ******** ****** ********** ******, Does not include TDC Reference Mark; Disc Size:9 x 1 1/8 x 10 (Only 3 Remaining) ($463.79) ****/****** Part # ******* Excluding Motronic Engine Management System; Conversion Set, Converts Original Clutch To Solid Flywheel; Diameter (in) 9; Spline Diameter 1 1/8; 10; Diameter (mm) 228 (Only 3 Remaining) ($578.79) Note that the ***** kit (Part # ********) uses the exact same abbreviation (w/) as was used in the description for the ******** kit I bought. I called again, requesting that they send me a flywheel, the representative declined and was condescending, asking what it said about me that I was the first to have this issue, and declined to transfer me to a superior, and that they were already doing more than they had too because they are covering return shipping. At this point I have to wait for a refund until they receive the product, and up too five business days for them too process it, before I can order an other clutch kit, this is costing me additional money because I have to use my work truck for daily use, including trips to and from college three days a week (roughly doubling my fuel costs) Here is a screen capture from this morning (April 9th) showing the product descriptions on which I based my purchase: ***************************************************************************

Desired Settlement: A banner at the top of the website that reads "our item descriptions are written by illiterate middle school drop outs and should under no circumstance be used when purchasing products. Please instead refer too the image at the right of the screen, if for some reason you find it necessary to use the primary social skill setting us apart from chimpanzees, then please read all descriptions in a given product group and try to average them out to arrive at a price for the items you want" Or a clutch kit that includes a flywheel for the price I paid.

Business Response:

We are sorry Mr. ***** misinterpreted the part descriptions for our clutch kits. The clutch kit he ordered cost $151.79 when he ordered it and the part description for the clutch kit said, “w/ Dual Mass Flywheel.” However, the photo of the kit he ordered shows only a clutch disc, pressure plate, bushings and an alignment tool, as seen in his photo: ****************************************************************************

The part description said “w/Dual Mass Flywheel” to indicate this clutch kit is for a vehicle that uses a dual mass flywheel, not to indicate that the dual mass flywheel is included. When he called us to let us know he didn't receive a flywheel, we confirmed it was not included. However, we agreed the part description was confusing, so we changed it to read: “fits vehicle w/ Dual Mass Flywheel,” as seen in Screenshot 2, attached to this response. Because he was unhappy the flywheel was not included, we offered to cover the return shipping via a free FedEx label, as a convenience to him.

In order to see a bigger photo photo, a customer can either click the thumbnail image provided in the part description for a larger version or click the blue INFO button next to the part number in the part description. A new window will open, showing the largest possible photo of the kit. Of the 10 kits we have listed on our website currently, only 2 of them show a flywheel is included in the kit in the photos. The 2 kits with flywheels that we carry cost $$461.79-$580.79, in comparison to the $125.79-$268.89 costs of the kits without flywheels. We are uncertain why he expected a flywheel to be included when he ordered a kit that did not picture a flywheel and that cost over $310 less than our least expensive option picturing an included flywheel. While we were happy to clarify our part description further and are willing to cover return shipping for the kit Mr. ***** does not want, we are unable to sell him a clutch kit including a flywheel at the price of $151.79.

5/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a wheel for my SUV from the Rock Auto website. I searched the site for a wheel and found what I thought was the wheel I needed. The site had a grainy picture of the wheel with a vague description so I telephoned customer service. I provided the customer service rep with the year, make, model and sub model of my SUV and told him that I wanted the exact wheel that was on my SUV. I even described my wheel, a factory wheel, to the rep. The rep assured me that this was the correct wheel for my SUV so I completed the order online. The wheel arrived and as soon as I opened the box I could see that this was not the wheel I needed. This wheel was painted and mine was not, this information was not provided in the item description on the website. The wheel was similar to mine and would have fit my SUV but it was not the exact wheel that was on my SUV, like I clearly explained to the customer rep. I called Rock Auto and told them they sent me the wrong wheel and they sent me return instructions. The return instructions basically tell you to ship the item back at your own expense, no return shipping was covered. After I finally received my refund I noticed that it did not cover any of my shipping fees, about $50.00. I feel that because the error was made on their part by telling me this was the exact wheel I needed when it was not and because of this they should cover the shipping costs. I phoned customer service again and spoke to a manager named Adam. Adam claimed that no error was made on their part and that I should have done a better job researching the part. After a short conversation Adam said that he was not going to refund my shipping fees, refused to provide with his supervisors name and then hung up the phone on me. I researched the wheel the best I could between their website and a live customer rep. I was given bad information by the company when I ordered the wheel and feel that I should not be responsible for the shipping fees because of their misinformation.

Desired Settlement: I would like all shipping fees, sending and return fees, refunded to my credit card.

Business Response:

We are sorry Mr. ****** received a wheel that was a different color than he wanted. The part description for the part he ordered has a drop-down menu which the customer clicks on to choose the wheel's color. The wheel Mr. ****** ordered had three color options, including “Bright Silver” and “Chrome.” After clicking the blue INFO button next to the part number in the part description, the customer is provided with a chart indicating what each color means, as shown in Screenshot 1, attached to this response. Mr. ****** ordered “Bright Silver” which is a bright silver paint finish “one shade lighter than the 'Medium Silver' option the manufacturer offers.” The manufacturer also offers a chrome option, described as, “Not painted or polished, with a thin mirror-like metal finish electro-chemically deposited on the surface,” which is perhaps what Mr. ****** wanted.

When he called us after receiving the wheel, we asked if the part he received was painted silver and he said yes. Since this was the part he ordered and he did not want it, we set up a return for him to ship it back for a refund. Per our return policy, “Shipping charges are not refundable unless the return is due to our mistake.” Since Mr. ****** indicated that only the color was wrong when he called, we determined we did not make an error in shipping this wheel to him.

We do see that Mr. ****** called shortly before placing his order and spoke to one of our customer service representatives. Since the wheel Mr. ****** ordered is described as “reconditioned,” indicating it is an original factory wheel that has been refinished and re-painted, our representative told him the wheel would fit the **** ****** ****** he owns. As Mr. ****** indicated in his complaint, the wheel will fit his vehicle. We are sorry he misunderstood the color descriptions, but we are unable to refund shipping for this order, per our return policy.

4/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Friday March 29th I ordered the highest quality muffler and several associated parts from Rock Auto. The parts arrived several days later and upon arrival the muffler had a large dent in the resonance chamber (the thick portion of the muffler assembly). The driver left the parts in the garage but did not knock. I called Rock Auto immediately and was told the part could not be picked up for replacement. The person was clearly irritated at having to assist and declined to assist with another issue we had but eventually agreed to allow an exchange. We were instructed to drive the part to another town (**********) to return the part and told that Rock Auto would not send a replacement at that time even though the part was damaged on arrival because we were required to return the old part first. The replacement muffler assembly arrived on Saturday April 6th. The delivery person left the parts outside in the driveway. There was a large hole punched through the box and several strips of packing tape over the hole. Additionally the muffler assembly was scratched in several places and has a dent in the resonance chamber near the tailpipe. I called Rock Auto again on Saturday but the message said they were closed. I used the website to attempt to create a return. I filled out the website honestly noting that the box was damaged but I did not decline the shipment. The website didnt allow me to state that I could not decline the shipment because the box was left damaged in my driveway without my knowledge and the driver made no attempt to ring the doorbell or approach the front of the house (the garage is on the side). The web site did not issue a return and stated someone would review the case Monday.

Desired Settlement: Rock Auto should locate a new muffler assembly without damage, verify the part is undamaged prior to shipping the part, pack the part carefully, and notify the shipper that allowing large holes to pierce the shipping container results in damage to the part. Additionally Rock Auto needs to have the shipping company pick up the part rather than cause us to drive the part to another county. Rock Auto needs to send a replacement part before being concerned with the old part being picked up.

Business Response:

We're very sorry Mr. ***** received two damaged parts. Mr. ***** called us on April 3, alerting us to the problem with the muffler he received. We set up a return for him immediately. We do ask that the part at least be on the way back to us before we re-ship out a new one. We generated him a free ***** label to ship the part back and as soon as we saw the package was scanned into *****'s system, we re-shipped him the new part, on April 4. We typically do not set up call tags (***** pick-ups) for our customers unless they live in a rural area with no ***** service nearby. The free label we provide allows our customers to drop the package off with a ***** driver in their neighborhood, at a ***** drop box or the nearest ***** location.

We are open on Saturdays from 7 a.m.-6 p.m. CST and Mr. ***** set up his return online on Saturday, April 6 after 6 p.m. CST. His return was reviewed by one of our representatives the next day, Sunday, April 7. We called him on April 7 and left him a voicemail. His wife called us back on Wednesday, April 10 to explain that they wanted a re-shipment of the part, which we determined had been damaged in transit. Since the part was damaged by the carrier, we did not require Mr. ***** to return it. We simply re-shipped another muffler to him, making sure to notify our shippers to package it very carefully. The new muffler arrived at his shipping location on Saturday, April 13.

To the best of our knowledge, this problem has been resolved.

4/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: RockAuto is continuing a pattern of misrepresenting or bait/switching with car parts, to myself and many others. I inquired about a part listed as compatible for my car. I asked RockAuto to ensure it would, and they said it would work for my externally-balanced engine. However, after ordering this part, I received one that was instead not compatible and much, much cheaper - a $50 part for a different engine vs. a $150-200 part. When I contacted RockAuto, the insisted that there was no problem. Then they told me that I had ordered the wrong part myself. I then proved that they had already said it was compatible, and then they denied me any solution claiming that it was a "warranty" issue and that they were not liable for "warranty" problems, despite that it has nothing to do with a warranty. It was a brand new part, never used, never installed, that was incorrect. RockAuto finally settled on a story that the part was correct and is compatible, however this is obviously not the case simply by looking at the part. When I researched my issue, I found that they have this problem in general, with parts for my make/model of car, and in particular many upset customers who bought the exact part that I bought. I am currently in contact with several customers that RockAuto ripped off and refused to replace with the correct item. Furthermore, I had placed orders previously in which the parts I ordered which were of a superior quality made in America were swapped without my permission with cheaper parts of inferior quality made in China and Mexico and some parts that were so old that packages were deteriorating and rubber had become brittle and useless. I'm not asking for compensation for those, but along with everyone else who has had the same parts switched, it demonstrates a pattern of dishonesty and bait/switch business practice.

Desired Settlement: I would like the problem to be acknowledged and RockAuto to take responsibility for their advertisement and claims by replacing this part with a correct one. As RockAuto made the error, I ask that the shipping for the exchange both ways be paid for by RockAuto. I would also accept the a refund of the price necessary to buy the correct authentic part, advertised by RockAuto at $166.19 and elsewhere for more, in which case I would return this part.

Business Response:

We are sorry Mr. ******** received an incorrectly listed flywheel for his 1986 Pontiac Fiero. The part he purchased was listed as a wholesaler closeout part and cost $27.59. Wholesaler closeout parts are sold at much lower prices than our regular inventory; because the wholesaler paid pennies on the dollar, we can afford to sell them for much less than retail price. In comparison, the flywheels in our regular inventory for Mr. ********'s 1986 Pontiac Fiero cost $41.79.

However, because we are buying these parts from a wholesaler, and not from the manufacturer or one of the manufacturer's authorized distributors, the manufacturer will not honor warranty claims on closeout items. Because we care about our customers, our normal 30-day return policy still applies to these parts, which begins upon delivery. After that 30-day policy expires, if the customer wishes to return a wholesaler closeout part, we are unable to accept a return, given the lack of a warranty.

In this particular case, Mr. ******** determined with the manufacturer that he received an internally balanced flywheel and his engine needs an externally balanced one. Catalog errors are rare but occasionally they do happen. This was not an intentional listing designed to mislead the customer into purchasing a part that would not work for him; we simply did not receive the correct information from the manufacturer regarding which year vehicle this flywheel fits. The part is no longer in stock, so it will not be listed under his vehicle anymore. Thus, future customers will not be confused. Since we do not carry the flywheel Mr. ******** needs, we could not re-ship him the correct part.

We are uncertain what he is referring to when he says we told him he ordered the incorrect part and then maintained that the part he received was correct. Based on our email correspondence (Image 1) with him, we acknowledged the part would not work for his car, apologized and explained why we could not accept a return. While we are unable to ship the correct flywheel to him because we do not stock it nor do we work with any manufacturers who make it, we can offer a full refund for the cost of the part, $27.59, plus the proportionate amount of shipping paid, to Mr. ********, without requiring return of the flywheel. We are unable to fill his request for a refund of $166.19, considering the part he purchased cost 1/6 that amount. We cannot refund Mr. ******** more money than he paid to us.

However, we are very sorry to hear he had issues with other parts he received from us. According to our records, the order in question is the only one he has placed with us. If he is referring to other parts he received on this order, most of them also were wholesaler closeout parts, which may arrive in older, dustier boxes than our regular inventory, but the parts inside should be the same. If he has issues with the functionality of other parts he received, we encourage him to contact us.

If this $27.59 refund plus the proportionate amount of shipping is acceptable to him, we also encourage him to contact us, so we can set it up to be issued back to his PayPal account.

Consumer Response:

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, however I would greatly appreciate RockAuto's admission of their errors as detailed below.  To respond point by point:

Firstly, as I have reiterated many times, your wholesale cost is irrelevant.  I did not buy the part from your wholesaler. You did. Secondly, the warranty your wholesaler offers is irrelevant. For the N'th time, this is NOT a warranty issue, nor did I ever claim it was, nor would any reasonable person ever assume it was.  You were trying to use that as an excuse to brush me off. That's wholly irrelevant and known as a red herring fallacy.

Next, Rockauto has shown a pattern of misrepresenting items and subsequently refusing to correct customers' complaints. RockAuto CONFIRMED that this part WAS supposedly compatible with what I needed. This may not have been an intentional mis-listing, but the mistake was repeatedly ignored.  This is evidenced by the fact that, as I have already stated, the listing for this exact part and other flywheels for this exact car had been reported by other members of the Fiero community to RockAuto as being incorrect.  These reports to RockAuto WERE IGNORED, as were their complaints and requests to have the part refunded or replaced.  This was unknown to me at the time or I'd never have ordered it, but I have since communicated with these people personally, and found that RockAuto REFUSED to help them as well or even admit the mistake.

Next, you claim to know nothing about saying this part was compatible and maintaining this claim.  RockAuto is well aware of the claims made that the part was compatible.  You cite an email, but you're lying by omission in that you failed to mention this email was only AFTER you insisted that the part was correct, and I had to repeatedly call you out on it to get you to admit this. In fact, I was also told even BEFORE THE ORDER that it was compatible or I'd never have ordered it. Please see my attached email. I was subsequently told on the phone AFTER my order that the part was compatible, then subsequently reassured in another email that "The parts we stock are OEM replacements that fit and function as the original part but do not necessarily look like the original".

You also claim that the manufacturer confirmed to you that the part was compatible, however I called them myself to check.  After speaking with ****/****** directly, they confirmed to me that the part is and was NOT COMPATIBLE.  

This means that your listing was MIS-ADVERTISED both before and after several people complained about it, and then before and after I ordered the part.  Furthermore, the only flywheel you have still have listed for this car is also NOT compatible as you claim it is.

In summation, this demonstrates not only a single occurrence but a pattern amongst the Pontiac Fiero enthusiast community of: (1) knowingly misrepresenting products by failing to correct compatibility issues and item listings despite customers' complaints of falsely advertising parts, (2) attempting to dissuade customers from action by citing "warranty" problems on issues not related to any warranty, and (3) ultimately refusing to fix these problems by compensating, correcting or returning these customers' orders.

I'm willing to accept a return for $27.59 plus return shipping.  I can calculate this as soon as you can let me know where you want it shipped and the amount you want it insured for.

However, the reports I've heard from over a dozen members of the Pontiac Fiero owner/enthusiast community were eerily similar.  It would give us some peace of mind to hear an admission that many members of our community were mislead into buying mis-advertised parts and that their complaints have been ignored and recompense denied.

I trust that in the future RockAuto will be more honest, including correcting their listings according to customer feedback, being more careful about listening to its customers' replacement/return requests, following through with tangible corrective actions, and
not lying by omission in order to deceive the BBB in complaints.  Otherwise, I'm sure many of us would not be averse to reporting the continued pattern of defrauding to not only the BBB but law enforcement, the IC3 Internet Crime Complaint Center, and the Federal Trade Commission, as well as publishing our honest accounts of these problems for "word of mouth" advertising in many enthusiast groups that we frequent and which give RockAuto a significant amount of business.

Thanks for your time.

 

***** ********

 

Business Response:

We appreciate the BBB's patience on our response to Mr. ********'s complaint.

After Mr. ******** submitted his response, we checked the return history on the particular flywheel he purchased. Regarding his assertion that this part has been incorrectly listed on RockAuto.com and reported by other Pontiac Fiero owners, we determined this part was listed incorrectly by the manufacturer for this vehicle one other time, on November 8, 2012. Unfortunately, our warehouse distributor's data was still incorrect, so the new file submitted to us still listed this part as fitting the 1986 Pontiac Fiero when Mr. ******** purchased it on November 24, 2012.

We have fixed this error permanently in our catalog, so this flywheel will no longer appear under the 1986 Pontiac Fiero as of April 17, 2013. We sincerely apologize for neglecting to ensure this error was fixed in a more timely manner.

We are glad the $27.59 plus shipping is an acceptable refund for Mr. ********. We have set up this refund for him, and it will be issued back to the PayPal account he used to place the order within the next two business days. We do not require him to return the incorrectly listed part. He can keep it, dispose of it or do whatever he'd like with it.

Regarding his assertion that numerous members of a Fiero forum or forums were denied refunds, our order history lists 5 separate returns for this part, including Mr. ********'s catalog error refund. In each case, the customer was refunded in full for the part and, where applicable, for the shipping paid for it. Our system sets up re-shipments to ship the same part number ordered originally, so we are not able to re-ship parts that have been reported as listed incorrectly in our catalog.

If there are other RockAuto customers who have had issues with this part, we encourage them to contact us with their concerns, keeping in mind our 30-day return policy.

We do see that Mr. ******** emailed us regarding the part after he determined it would not work for his Fiero. However, according to our records and his name, phone number and email address, we do not have any record of him contacting us regarding this flywheel prior to placing his order on November 24, 2012, unless he contacted us using different information than is listed in his order and BBB complaint. We also have no record of him calling, based on our phone records.

Regarding the flywheel we have listed currently for his 1986 Pontiac Fiero, ***** part # ******* is listed for a 5-speed manual transmission Fiero manufactured after April 30, 1986. We verified with the manufacturer that this flywheel is neutrally balanced, which is not what Mr. ******** needs. ***** verified that the break between Fieros manufactured pre-May and post-May 1986 resulted in two different flywheels for the 1986 model. However, we unfortunately do not carry the pre-May 1986 flywheel for the 1986 Pontiac Fiero.

We hope this helps answer all of Mr. ********'s questions, and we apologize again for the oversight in getting this catalog error fixed in a timely manner.

4/27/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a replacement mirror from rock auto's website. The part number ordered was ********* with a description that the mirror was heated, had turn signals, and was light sensitive. The mirror I received in the mail had a sticker on it from the distributor with the ********* part number. The mirror did not look like it had the light sensitive feature as described so I went to the manufacturer's website. After reviewing the manufacture's website I found that the mirror that was sent did not have the light sensitive feature as advertised on rock auto's website. I called rock auto and they told me that they would send me a return label so I could send the mirror back to them and they would in turn send the correct mirror. Then rock auto called me the following day and told me that they don't have the mirror that I ordered and cannot get me one. I called them and asked why they couldn't get me the mirror that I ordered and they explained that the description online was incorrect and that they cannot get me the mirror that I ordered. As I was speaking with them I went onto their website and found a different manufacture that made the mirror that I ordered and asked them to send me that since they would not fulfill my order. They said they wouldn't do that and that all they would do is give me a refund. I told them that it is not my fault as the customer that they advertised a product that they could not honor and that I expect the product that I ordered and paid for and don't want a refund. They refused to do anything but give me a refund.

Desired Settlement: I want a replacement mirror with all of the features advertised on their website that I ordered and paid for.

Business Response:

We are sorry Mr. ****** received outside mirror glass that was listed incorrectly for his car. Catalog errors are rare, but occasionally they do happen. We fixed our catalog immediately, so future customers will not be confused. When we discover catalog errors, we cannot re-ship parts to customers as the solution, because our system automatically sets up re-shipments to ship the same part number ordered. In this case, had we re-shipped the outside mirror to Mr. ******, he would have received yet another incorrectly listed outside mirror glass.

When catalog errors occur, we can only refund for the parts. We did indeed issue Mr. ****** a refund in full on Wednesday, April 3, 2013, for the cost of the glass and proportionate amount of shipping paid. We simply do not carry the light sensitive mirror glass he needs for the driver's side of his vehicle, nor do we have a relationship with any supplier who sells it. We are sorry he received the incorrect part and that we do not have the one he needs, but we have attempted to resolve his issue to the fullest of our ability.

Consumer Response:

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 have dealt with rock auto in the past and have had the same "catalog error" problem before. So rock auto saying that "catalog errors" happen rarely is a false statement. After calling rock auto on 3/25/13 asking for them to ship me the product ordered they removed all light sensitive mirrors for my vehicle off of their website. As of today 4/10/13 rock auto has the same product I ordered from them back on their website. In addition they also have another light sensitive mirror available for my vehicle on their website. So for them to say they do not offer or have a relationship with a supplier is false. Attached is a screenshot of their website as of today listing VARIOUS MFR Part # ********* and ****** **** * ***** which are 2 different light sensitive mirrors advertised by rock auto. Rock auto needs to stop advertising products that they cannot offer and take responsibility for their actions.


Regards,

***** ******

 

 

Consumer Response:

Hi *******,

Thanks for your reply. Attached is a screenshot of my email receipt. Please let me know if the image isn't good enough for your use.  

Thanks,
*****

Business Response:

We apologize for overlooking the removal of the “light sensitive” note from the part description for the mirror Mr. ****** ordered in our catalog. The issue here is that the mirror with part # ********* is compatible with the vehicle that does have light sensitive mirrors; however, since this mirror is non-light sensitive, the customer would lose the light-sensitive feature upon installing. However, it will still fit his vehicle. We have clarified the description for part # ********* in our online catalog now.

Regarding the ****** part #*****, which specifies “electrochromic” in our part description, indicating it is light-sensitive, this part was not in stock when we wrote our original BBB response and submitted it on April 8, 2013. Now, it is back in stock, so our previous statement about not working with a supplier that makes a light-sensitve mirror for Mr. ******'s car was incorrect. We apologize for the oversight. However, we're not certain what he is referring to when he says we “removed all light sensitive mirrors” from our website after he called on March 25. According to our records, all light sensitive mirrors we have in stock appeared on our website from the time he called us until now, barring the ones that became out-of-stock during that time. If a part is out of stock, it will simply disappear from our online catalog, as in the case of the ****** part #*****, which is now back in stock and thus back in our catalog.

We have already refunded Mr. ****** in full for the cost of the incorrect mirror and the proportionate amount of shipping he paid for it, for a total refund of $178.42, issued back to his Visa card on April 3. Thus, we are not able to re-ship him another part at this time. However, if he wishes to re-order the ****** part #*****, which currently costs $321.99, in our catalog, we would be willing to issue him an additional store credit to purchase it, in the interest of resolving his complaint. The additional store credit we would be willing to issue would equal half the different in cost between the ****** part and the Various Manufacturer part he ordered, which is $75.60. If Mr. ****** is interested in this store credit refund, we encourage him to contact us via email. The correspondence should be sent to: *******************

4/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rockauto - sent wrong parts then offered me 1/4 credit I ordered 2 door seals for my ** *** ****.RockAuto THEIR Customer Care sent me their part #'s & link to order. I ordered & gave them to my mech. He died 3 weeks later. It took me almost 6 months to get the seals back from his widow who was having a hard time dealing with her loss. When I had my new mech. he tried to install them we discovered they were the completely wrong item. Contacted Rockauto CC & was told they had it listed wrong in their catalog & it was their fault but they could only refund 1/4th of my cost due to it being too long,.Later I explained that was not acceptable & I wanted a FULL refund in an email to cc;. Since then they offered a little better than a 50% refund which I denied again:. Now they will not refund anything & I am stuck with 2-useless door seals!. Does anyone know how to contact the owners *** & *** ******?Please help & thank you.

Desired Settlement: ALL I HAVE WANTED FROM THE BEGINNING IS A FULL REFUND INCLUDING MY S/H CHARGES. $51.00 Their mistake & we are not dealing with a perishable item with an expiration date so they can re-sell it & recop their loss. I cannot recoop any money by keeping them. Please assist.

Business Response:

Mr. ****** ordered two door seals on August 22, 2012 and contacted us on February 18, 2013 to let us know they were too small for his vehicle. He paid $50.55 for the two seals and shipping. We were never notified of the situation regarding his former mechanic's widow and his access to his parts, so we did not know the reason for the elapsed time between Mr. ****** purchasing and attempting to return the parts. RockAuto has a 30-day return policy in which customers can return parts for any reason, as long as they are uninstalled and the original part boxes can be returned. Because Mr. ****** notified us that the parts did not fit, we investigated with the manufacturer to determine why, but we noted to the customer that this was 5 months beyond our 30-day return policy so any return accepted would be an exception to our normal policy.

After contacting the manufacturer, we determined that the door seals were listed incorrectly for his vehicle. Catalog errors are rare but occasionally they do happen. We have fixed our catalog so future customers are not confused.

We offered Mr. ****** a 50% store credit refund for the part cost of the seals, without requiring return of the incorrect parts, for a store credit refund of $17.65. This amount was calculated by dividing the cost of each seal, $19.56, in half and deducting the 5% discount he used on his order originally. Mr. ****** accepted this store credit refund. This store credit was issued to this customer on February 26, 2013.

He contacted us on February 27 and indicated he wanted a full price refund. We responded that we would be unable to offer that without return of the parts but we did offer an additional store credit refund without their return, as a gesture of goodwill and because he is a repeat customer. Mr. ****** indicated this would be acceptable only if we offered “substantial” discounts on new orders. We are unable to offer any additional discounts on new orders placed, other than the 5% discount code we email repeat customers with each new order placed. We advised the customer of this and interpreted his response to mean that he had rejected the additional store credit offer.

Mr. ****** then expressed his desire for free shipping on a new order or the correct seals to be shipped to him without placing a new order. We are unable to adjust costs on a new order, and a reshipment set up on his return would result in him automatically receiving the original part number ordered, which would again be incorrect for his car.

Given that he was upset, we offered to contact the manufacturer, to see if they would accept return of the seals so far past the normal return policy, so we could have the customer return the parts for a full refund. The manufacturer was unwilling to issue credit for an order this old, so we informed Mr. ****** that because we are unable to recover any costs of the parts, we would not be able to refund in full.

We are more than happy to follow through on the original offer of 50% of the part costs as a store credit, which was issued to this customer on February 26. At this point, we believe there is no further reasonable offer we can make that will satisfy him and ensure that he will not first accept a solution and then tell us the solution is unacceptable and request more compensation. We are very sorry the parts were listed incorrectly for his vehicle, but we are unable to issue a full refund on an order this old.

 

Consumer Response:

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.

Their stated initial offer of 50% credit is FALSE.  I spent over $50 for these 2-door gaskets delivered.  They offered $17+ which is not even close to being satisfactory because:
1-these items, (door gaskets), do not have an expiration date/perishable, (their argument I waited too long, my argument they are resalable),
2-not my fault a mistake of their listing it incorrectly & advising me wrong.
The reason for my delay in contacting them was due to a serious condition beyond my control, (death). 
As I reiterated to them many times I would be willing to accept a discount coupon/% in the amount of my loss via free shipping, % off, etc...  I had several large orders, $700+ that I was waiting to process upon satisfactory resolution of this issue but could not wait any longer.
Rockauto's inability to obtain credit for these items I feel is not my problem.  I do not recall anything in their policy statements  that require them to be able to obtain credit on an item before they can issue a credit to the customer IF it is their fault.
After searching the web I have found MANY customer complaints with rockauto with similar issues.  It is my sincere hope that rockauto does the right thing without regard to their ability to recover their cost through credits from their supplier. I do not know of any industry that uses this practice of basing their ability to resolve customer complaints/credits on their ability to recover their costs similar to rockauto's policy.

Regards,

******* ******  

 

Business Response:

As previously stated, we offered Mr. ****** a 50% store credit refund for the part cost only of the seals, without requiring return of the incorrect parts, for a store credit refund of $17.65. This amount was calculated by dividing the cost of each seal, $19.56, in half and deducting the 5% discount he used on his order originally. Mr. ****** accepted this store credit refund. This store credit was issued to this customer on February 26, 2013.

When we make a mistake, we act quickly and efficiently to ensure it does not happen again. We have fixed this catalog error, so future customers are not confused.

Our inability to issue a full refund has little to do with our ability to recover the cost through credit from our supplier. We simply checked with the supplier to see if they would make an exception to our and their normal return policy, as a courtesty to Mr. ******. When they refused, which was not unreasonable on their part, we communicated this information to him.

Our return policy states, “Everything we sell is returnable for full part cost credit within 30 days.”

However, our return policy also states that shipping charges are not refundable unless the mistake was ours. Since this catalog error was our mistake, we'd be willing to offer Mr. ****** the proportionate amount of shipping he paid for the incorrectly listed weatherstrips, $13.39, in store credit. We encourage him to respond to this message or to ******************, indicating whether this store credit is an acceptable solution to him. We must note that this is the only possible additional refund we would be willing to offer in this situation, given the age of the order.

Consumer Response:

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.

Thank you BBB of Wisconsin for assisting me in attempting to recover my FULL MONETARY LOSS as a result of RA's,(rockauto) error.  Now that we know that RA is not basing their decision on their ability to recover their loss through their supplier then in the interest of good faith & customer satisfaction why can't they just refund ALL of my $50+expense?  This WHOLE ISSUE is because RA made an HUGE error & because of a situation beyond my control it took awhile for me to notify them of their error.  I DID NOT KNOW they had sent the incorrect items until I found another mechanic & he attempted to install them.  WHY should I be penalized for RA's error?  Since when does ANY reputable customer conscious business penalize their customers for their own mistake?  RA's unrelenting reluctance to make this issue right in the name of customer care over such a trivial amount is UNBELIEVABLE!!!  Especially given how much time this has already cost RA!  COME ON RA.....DO THE RIGHT THING....REFUND IN FULL.


Regards,

******* ******

 

 

4/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased three replacement parts for two different vehicles in mid February of 2013. One of the replacement parts was an ignition cylinder lock for a 1998 Cavalier. On Friday, March 15, 2013, my mechanic was ready to install the ignition when he discovered that the ignition that I purchased from Rock Auto, was not the correct part. I immediately called Rock Auto and told them that my mechanic said that he could not use that part. I told the representative that I would need to return that item, he told me that I would need to pay for the return shipping. I told the rep that I disagreed with that because the part wasn't correct, he still refused. Having talked with my mechanic, I called back and this time I spoke with ***. I explained to *** exactly what my mechanic told me and he did some research and discovered that there was an error in listing the part. He told me that I would receive a full refund and a credit for cost of shipping the incorrect part to me. I received my refund, however, I did not receive the credit for the cost of shipping. I called back on Saturday, March 16, 2013 and was told that a manual credit would have to be put through. On Monday, March 18, 2013, I received an email from Rock Auto that stated that I would not be receiving the credit for shipping the item because I had ordered other parts that came from the same warehouse.

Desired Settlement: I am due a refund for the shipping ($5.64) and I should receive it. The rationale that the associates of Rock Auto use is a pathetic attempt to shift blame to the consumer. It is ridiculous to renege on a verbal promise to refund my shipping simply because they (Rock Auto) do not want to admit their mistake. When I called on Monday, March 18, 2013 and spoke with Dan, I told him that I would be filing a complaint with the BBB and he told me to "go ahead." The employees of Rock Auto are bullies that commit fraud and hide behind the Internet. This business needs to be held accountable.

Business Response:

We are sorry that Ms. ******* received an ignition lock cylinder that was listed incorrectly for her car. Catalog errors are rare, but occasionally they do happen. We have fixed our catalog so the error does not occur again. After we verified the part was listed wrong, we offered her a full refund of the part, including shipping, without return of the part. We issued a refund of $16.51, the cost of the part, to her Visa card on March 15, 2013. She did not receive any shipping credit because our auto-crediting system determined that the cost to ship the incorrect part was $0 when combined with the other two parts she ordered.

If she wishes, we can issue her an additional refund of $5.64 for the shipping she would have paid had the ignition lock cylinder shipped alone, but only if the additional refund will resolve her complaint. We have contacted Ms. ******* and left her a voicemail. We also emailed her. If she feels this is an agreeable solution, we encourage her to contact us, so we can set up the refund.

Consumer Response:

[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 somewhat satisfactory to me. I feel that the refund is not an additional refund, it is my complete refund.  It is petty to characterize what I am due as an additional refund, therefore making it seem as though Rock Auto has went above and beyond the call of duty to ensure good customer service.  When in reality I have been treated extremely rude and forced to resort to third party mediation to get an issue resolved. I also was not apologized to for the rude treatment I received from the "customer service" representatives. Thank goodness for the Better Business Bureau of Wisconsin!

Regards,

 

**** *******

 

 

 

3/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The boxes from the original order ******** were destroyed as soon as the products were unpackaged. Once I realized I had the wrong parts and spoke to RockAuto, I placed a second order ******** for the correct headlamps....keep in mind the headlamp between order #1 and order #2 is identical in shape and size the only difference was the bulb connectivity. Therefore the boxes are identical. I did remove the parts label on the box since the part I shipped back didn't match the label on the box. I also shipped back the two headlamps the exact same way they were shipped to me (on the second order) and that is the two TYC boxes were taped together to make one box and was not placed in any additional packaging. Also, all of the internal packaging was used to ship back my original order. Basically I shipped the headlamps from order #1 back to you using the same boxes, internal packaging, and method of shipping as you shipped me in order #2. Because of a refusal to accept shipment this way, they have refused to give me a refund. This now means that they have their product back and will probably resell to another customer. Not only did it cost me to ship the parts back to them, but now if I want the parts back I have to pay again to have them shipped back to me which I have agreed to do because I refuse to let them keep the parts without getting a refund.

Desired Settlement: I will be glad to let them keep the parts if they will give me a refund.

Business Response:

Mr. ***** contacted us on Saturday, February 9 to let us know the headlights he received were incorrect. We determined he ordered for the incorrect wheelbase, the 113.3 inch wheelbase, rather than the 119.3 inch wheel base his minivan has, which requires slightly different headlights.

He then placed a new order for the correct headlights and shipped back the incorrect headlights without the proper part number stickers on them. Our return policy states: “Check that the parts are complete and in their original unmarked manufacturer part boxes (cores must be returned in the box the new part came in). Put the part boxes in a shipping box - returns sent in just the manufacturer's packaging may not be refundable if the original box is damaged in shipping. ... Please do not write on or alter the box in any way. We cannot issue return credit for parts which have been installed, painted, modified or returned without their original packaging.”

Additionally, there were some fairly deep gouges on the headlights Mr. ***** returned, which should have been new and uninstalled. Since we received incorrect part boxes and the parts arrived damaged, we were unable to re-stock these headlights or refund for them. We emailed Mr. ***** and advised we could not refund him, but we could ship the headlights back to him at his expense, so he could receive and keep the parts he paid for on his first order. Mr. ***** called us on Friday, March 1 and indicated this was an acceptable solution. He then paid for the shipping to have the headlights shipped back to him. They were shipped back to him at that time. He is welcome to do what he likes with them at this point, including resell them, if he wishes to recoup some of his order cost.

Consumer Response:

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.

While I agree the wrong part was ordered by me and I agree that the parts were shipped back in a different parts box, however, I explained that the original parts box had been destroyed.  So you are telling me that any parts box that gets damages in your warehouse you are not able to resell or create another parts label for??  I seriously doubt it.  The part that I'm disputing is the fact of deep gouges (as mentioned in the earlier response by RockAuto).  I have already received the parts and have closely inspected the product.  There are no deep gouges anywhere in the product and it is representative of a brand new product even after shipping back and forth several times.  The deep gouges were a false claim by RockAuto and used as part of the excuse to not offer a refund.  I understand that this boils down to a "he said / she said" kind of matter and nothing will ever be resolved.  However, I felt the need to file an official complaint due to the unprofessionalism of RockAuto regarding this order.

 

I now consider this complaint to be closed with no satisfactory conclusion on the part of the customer.

 

Regards,

****** ******

 

 

3/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Wanted a new radiator for my pickup truck, 4 cylinder *****. Found a "solid black" product pictured on RockAuto under *** *****. Not familiar with the *** *****, I contacted Rock Auto, and an associate (*****) was able to confirm that the Pro product was a copper/brass unit. I ordered the unit based on their photo and the associates clarification of the units build. I then received an aluminum plastic unit (black frame and silver core) that Parts Pros had ordered from ****. **** is a familiar brand and their copper brass versus aluminum plastic units are offered under their actual brand elsewhere on the net including ** *******. In my case, the alumium brass unit was offered for sale by RockAuto, and the inferior alumium plastic unit was shipped by ****. I contacted RockAuto to make them aware of the fulfillment mistake, and they maintained they did not have control over what product was actually being shipped to their customers. They have offered to "accept a return"'; I maintain their they and/or their fulfillment partners are engaged in bait and switch marketing. I want the product pictured on their web site, as described by their sales associate.

Desired Settlement: Rock Auto needs to either fix their web site descriptions and photos, or fix the bait and switch actions of their fulfillment partners. They should be accurately representing the products they offer for sale. I also demand that shipment of the replacement utilize ****. *** doesn't mind being involved in the internet muck, but if it the wrong product is shipped again, the **** will initiate a formal investigation.

Business Response:

We are very sorry the radiator Mr. ****** received was not made of the materials he expected and that he was given the incorrect information prior to ordering. We were not trying to be deceptive in any way, nor were we aware that **** had changed its materials for this radiator. **** sells radiators and heater cores branded as “***” parts to one of our warehouses. Before shipping the radiators to our warehouse, **** applies the “***” private label to the radiator box. While the box says “***” and ships from our warehouse, the radiator itself is an **** product.

When our representative contacted ****, she was given incorrect information by ****'s own representative, who informed her the unit the customer was interested in was copper and brass. After Mr. ****** contacted us on Friday, Feb. 8 to notify us of the plastic/aluminum radiator he received, we again contacted ****. **** communicated that the company has the right to change materials with no notice to its retailer customers. Mr. ****** then filed a ****** dispute for the cost of the order, to which we responded, advising we could refund for the full cost of the order when the radiator was returned to our warehouse.

On Tuesday, Feb. 26, **** further clarified via email (see: *******) that its “Copper Brass Radiator Designs (***) are continually being updated and converted to Plastic Tank Aluminum Core Design (PTA),” including the part number Mr. ****** ordered.

**** currently does not have the correct photo of this radiator, which would indicate a black plastic and silver aluminum part. Given that we could not source the correct photo from ****, we have removed the photo of this part from our online catalog. Additionally, **** confirmed via email (see: *******) that this “radiator should be listed as a plastic tank aluminum radiator,” so we have updated our part description for this part number to show that the unit ordered will be plastic and aluminum.

Due to our and ****'s misinformation and error, we generated Mr. ****** a prepaid ***** label to ship the radiator back for a full refund. Mr. ****** proceeded to ship the part back, but also filed another ****** dispute for the order total. As a gesture of goodwill and for his convenience, instead of disputing the ****** reversal, we issued a full refund for the order through ******, rather than through our own refund system. Mr. ****** was credited in full for the cost of his order, $96.98, on Tuesday, Feb. 26.

3/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Originally I placed order #******** on Dec 12, 2012 which included ****** Products steering shaft part #*******. After receiving the order and trying to install part ******* I was unable to get the part to fit. I then contacted the product manufacturer which was ****** products and was instructed to return the part through the vendor I purchased the part from which was rockauto. I contacted rockauto on Jan 3, 2013 and explained that the part I had received was defective and would not fit my car. I was told I could receive a credit or a replacement part and I opted for the replacement and was given a return authorization and shipping label to return the defective shaft. I received the replacement ******* on Jan 19, 2013. The replacement shaft also would not fit my vehicle. I again contacted the product manufacturer ****** products on Jan 25, 2013 to try to find out what the issue was. I spoke with a *** in their technical department and was instructed to take some photos of their defective shaft explaining the issues and forward them to him via email so he could investigate. I was informed by *** on Feb 8, 2013 that the picutures were forwarded to the product line manager and the engineer and the part was in fact manufactured incorrectly and they were investigating what went wrong, he also said that part ******* was put on hold and he was not sure of when the part would again be available. I asked what I needed to do with the defective part I still had and he again instructed me to contact the vendor that sold the part for a refund. I contacted rockauto customer service on Feb 14, 2013 and asked for a product return authorization. The representative I spoke with looked up the order and told me that I was past the 30 day return period. I explained the circumstances and that I had received instructions from the manufacturer ****** to return the part because they were manufactured incorrectly. The customer service rep told me that he had no record of the parts being defective. I questioned how I was past 30 days when I had only received the second shaft on Jan 18, 2013 and I was told that the 30 days is from the original order date. I became agaitated and asked to speak with a supervisor, the representative continued to argue with me and insisted the policy was the policy and that I could wait on hold but the supervisor was going to tell me the same thing. I asked relentlessly to speak with a supervisor and the representative refused to transfer me. I again explained that I had a defective part and I wanted a credit and that he was not telling me what I wanted to hear. I asked at least five times to speak to his supervisor with no success. He insisted that I needed to forward all the information I had from ****** to their service email in order for them to verify that the parts were in fact defective. I was still very agitated and asked why I needed to wait to get a return authorization, he said he wasnt asking me to wait and I then questioned how long I would have to wait to get a response if I forwarded the emails I had with ******. He assured me that they respond very quickly and that I would have a repsonse by later in the afternoon or by the evening. I questioned why I as the customer should have to go through all of this just to return a defective part and he said, "how do I know you didnt have the part lying around on the shelf for 6 months and now you just want to return it." I ended the conversation and immediately went and forwarded the correspondence as he instructed. It has been over 24 hours and I still have received no response or information back from rockauto. I am outraged that I was denied the opportunity to speak to a supervisor as I requested numerous times, given false information, and then was accused of being a dishonest person trying to pull a scam. The part they sold was defective by no fault of my own. I as the consumer have no use for a defective part and simply wanted help in receiving a credit. Unfortunately I have yet to receive either.

Desired Settlement: I would like someone to contact me in order to discuss this situation and to offer an appology as well as to arrange for the return of the defective part to receive a full refund. I woud like reasonable assurance that this is not the typical customer service that this company offers to its customers. I as the customer should never have become as agitated and frustrated as I was by being denied the right to explain my situation to a supervisor and then also be accused of being dishonest by someone who provided false information to me. Instead of me being instructed to provide the information to "verify" that there were issues with the product they were selling they should have taken the initiative to contact the product manufacturer in order to verify that there is an issue with this part if they didnt believe me.

Business Response:

We are sorry Mr. ******* received an ill-fitting part, and we apologize if he felt mistreated by our representative. We're glad ****** has identified its production mistake and put a hold on selling more of that particular part. However, we had no knowledge of Mr. *******'s contact with ****** before he contacted us on Thursday, Feb. 14, saying the second part he received also was incorrect.

If we are not contacted regarding potentially defective parts, we have no proof of the problem part, nor do we have due cause to set up a “Defective” return. When our rep requested that Mr. ******* forward his correspondence with ******, he was asking for reasonable evidence that the part was defective. Speaking to a manager would have resulted in the same request for the correspondence with ******. Our corporate structure at RockAuto is fairly “flat,” with customer service reps, who are also supply chain managers, responding to all customer inquiries and problems. Some of these reps are team leaders, who are managers of their team of reps, but they cannot breach policies or make exceptions any more than the reps can at RockAuto.

Mr. ******* then forwarded us his email correspondence with the manufacturer immediately after ending the call with our rep. The email correspondence was found in our queue at 9 p.m. the same evening and passed on to the same rep he spoke with earlier, in order to maintain continuity in taking care of his problem. This rep was out of the office by that point in the day and out of the office the next day, Friday, Feb. 15, so he did not email Mr. ******* back. We sincerely apologize for this oversight.

Another rep followed up with Mr. ******* directly on Sunday, Feb. 17, advising we had set up the return and will issue a full refund for the cost of his order within 5 business days of receiving the part back at our warehouse. To date, we have not received this part back at our warehouse, so we have not issued a refund yet. We contacted him to see if he still intends to return the part. He emailed us back and said he will be returning it for the full refund agreed upon. We hope this is an acceptable solution for him.

Consumer Response:

[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,

**** *******

 

2/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I chose the above reason solely because of the ambiguity of what's stated on RockAuto's Website. I ordered what I believed was a replacement mirror with backing from this company. I received just the glass mirror with tape! The mirro housing is powered and cannot accomodate a taped on mirror. Their website lists choices for both powered and nonpowered. I placed a call to make sure that I would receive a the glass with the backing plate. The lady was as perplexed as I was. She put me on hold to I assume gather more information. She came back and said that particular mirror should come with a backing plate. I package was immediately shipped but wrong. I am seeking a full refund to include shipping both ways! That is a total of only $8.99. The actual cost of the item has already been refunded. I cannot see why this company would risk losing potential repeat customers for such a small amount. I can understand forfeiting the shipping charges or even a restocking fee if I had bought the item and then changed my mind. I regret not having read the reviews on this company before ordering. I was in my vehicle and place the order through my phone.

Desired Settlement: A total refund of all shipping charges --> $8.99 The mistake was not mine.

Consumer Response: On Mon, Feb 4, 2013 at 1:29 PM, ************ <**********************> wrote:

I have an addition to make:

This is a link to their website depicting a confusing description of what I thought I was purchasing and thereby prompting me to make a phone call for clarification:


The example in the video describes exactly what I needed.  You can probably see that no tape would have worked in this scenario. Not with a power mirror. The mirror has to be attached to the backing plate and the backing plate has to SNAP into the housing.  No tape can be used!   I believe they made a mistake and sent a mirror for a non powered housing.

***** *********

Business Response:

We are sorry Mr. ********* experienced confusion over the part description for this mirror glass and what would be included. We try to make our descriptions and photos as clear as possible, to best show what the customer will receive. Our system shows this order was placed online, based on the IP address, and not placed over the phone. Perhaps Mr. ********* placed the order online via a smartphone, as he indicates he placed the order through the phone. However, our mobile site shows the same part information as our full website.

The part Mr. ********* ordered specifies in the description online that it is: “Right; Manual & Remote SportStyle (7-1/2" x 4-7/8" x 8-1/8" Diag),” (Image 1) and the INFO page for this part specifies “Depending on your mirror's design, either double-sided tape or a backing plate is included for swift, permanent attachment” (Image 2). The "Manual & Remote" description means that it is for a manual mirror controlled "remotely," from within the car. Mr. ********* states his mirror is power, whereas he purchased mirror glass for a manual mirror, which will not include a backing plate.

We are not certain to whom he spoke when he called prior to placing his order, but we are sorry if he was given incorrect information. We attempted to find out which of our representatives he spoke with by searching our incoming customer service calls. However, we were unable to find any record of Mr. ********* calling us from the phone number he provided in the order and to the BBB.

When we make a mistake, we do our best to fix it, but we determined that Mr. ********* was shipped the part number he ordered. RockAuto has a 30-day return policy that allows customers to return parts they do not want or need. Our return policy states: “Shipping charges are not refundable unless the return is due to our mistake. If you decide you don't need a part, we don't mind taking it back but we can't recover the shipping cost.” We are unable to refund the shipping charges Mr. ********* paid for this order.

2/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company advertised in its website that it had a Timing Chain Kit ("Product") available for sale. I have a printout of their website showing this representation by the company. Prior to purchasing the Product, I called the company twice to confirm that the Product was in fact available. On both instances agents for the company confirmed that the Product was available for sale. Based upon the foregoing representations I purchased the Product through the company's online system and paid about $434.00 for the Product. I later received an email advising me that the Product was in fact not in stock and that I would be refunded the amount paid in a few days. However, why should the company represent that is has in stock items that in fact are not in its possession or within reasonable access? Why would they process my payment immediately and then expect me to wait days to recover my money?

Desired Settlement: This company should change its business advertising practices so as to accurately and truthfully reflect its inventory. This company should not collect money from customers unless the company can in fact deliver the goods consumers pay for and certainly this company should refund money obtained from wrongful advertising IMMEDIATELY, not within days.

Business Response:

We are sorry that Mr. *****'s order was canceled due to an out-of-stock part and that he was not refunded immediately. For the vast majority of our parts, our inventory is accurate, but sometimes mistakes happen. This particular manufacturer sends us inventory only once daily, and Mr. ***** placed his order the morning of Friday, Feb. 1, before we received our inventory file for the day from this supplier. We were informed the afternoon that he placed his order that the part was out of stock, so we canceled the order and advised he would be refunded in full.

Usually, in the case of an out-of-stock part and subsequently canceled order, we do not charge the customer's credit card. However, when a customer uses ****** to pay for an order, as Mr. ***** did, the customer issues the funds directly to RockAuto immediately after logging into their ****** account and sending the payment. If the order is then canceled, we refund the customer's ****** account via our normal refund process. We issue ****** refunds within 2 business days of an order being canceled.

After Mr. ***** contacted us requesting an immediate refund, we advised him of the couple of business days it would take to receive his refund. Mr. ***** then attempted to reverse the ****** transaction through ******. As a gesture of goodwill and for his convenience, instead of disputing the ****** reversal, we issued a full refund for the canceled order through ******, rather than through our own refund system. Mr. ***** was credited in full for the cost of his order, $433.06, on Wednesday, Feb. 6. Due to his experience, we have changed our process for ****** refunds for canceled orders. Now, if a customer wants an immediate refund, we have a system in place to issue that refund immediately.

2/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased (2) headlights from this company, 3 weeks ago. Realizing I ordered 2 for the same side and not a pair, I called and ordered the correct size headlight, paid for it prior to them shippoing, and returned the duplicate I had in my possession. When I returned the product, I put it back in the original factory carton, enlosed the RMA they gave me via e-mail, sealed the box and shipped it back to them ****. When I shipped this back to them, for reason of not wanting the item to have the potential of shipping back to me, I removed the shipping labels, and made sure that the ship to address for Rockauto was large, legible and the RMA was clearly marked on the shipping label. About 7 days after I shipped the item back, they e mailed me to tell me that they were not giving me any credit back for the BRAND NEW NEVER USED headlight. They said it was for not using the standard box packaging they shipped it to me in. This makes no sense... Wouldnt you want the original facory carton that item itself was shipped to them in? Why a standars cardboard box? After e mailing them several times, they decided to tell me that they WRRTE NOT giving me a penny for the item that I returned. I need some help here to protect the consumer! I would take a part credit on the headlight, but when I asked about it, they said NO. Please help out.

Desired Settlement: Credit me back on my ******** ******** Card for at least half the price.

Business Response:

Mr. ******* returned the headlight he ordered in only the manufacturer's part box with the part number stickers removed. There is also a hole in the part box, which may have occurred during transit to our facility. Our return policy states: “Check that the parts are complete and in their original unmarked manufacturer part boxes (cores must be returned in the box the new part came in). Put the part boxes in a shipping box - returns sent in just the manufacturer's packaging may not be refundable if the original box is damaged in shipping. ... Please do not write on or alter the box in any way. We cannot issue return credit for parts which have been installed, painted, modified or returned without their original packaging.”

We offered Mr. ******* the option of receiving the part back, since he has already paid for it, but he did not indicate whether he wanted the part returned or disposed of at our facility. We can still ship the part back to him, if he wishes to keep it for later use or try to sell it locally to recoup some of the cost. However, due to the condition of the manufacturer's part box, this part cannot be reshelved or sold as a new part, even if it is “brand new” and “never used.” We are unable to issue a refund for it. We encourage him to contact us if he wishes for the part to be shipped back to him.

2/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a hood for my 2001 ********** ****** on 4/24/2012 at 12:36 P.M. It was delivered to ****** ********* ****** **** ******* **** in **********, **. ***** to be put on my car. I was out of town at the time and received a call from the manager of ****** ********* ****** stating that the hood was warped and had scratches on it and there was no way he would put that on my car. I called Rock Auto and told them the situation and they said they would pick up the part. The hood was put back into it's original packaging and put on a skid for the trucking company that was picking up the part. The part was picked up and returned and I was later informed that the part was damaged and I wouldn't be reimbursed for the item. The item cost $352.71 with shipping. I disputed the charge on the credit card and Rock Auto said they were in conversation with the trucking company about how the part was damaged and if it happened during shipment. This was in May of 2012. I have called the at least ten times since then asking for clarification on what the trucking company has answered to the charge with no answer. Rock Auto tells me they will call them and get right back to me and I never hear back from them. I call again and the same procedure is repeated. they offered to take the shipping cost off my bill but I refused since the part was damaged when delivered. The manager of ****** ********* ****** said to call him if you have any questions. The number is ###-###-####. Ask for *****. My phone number is ###-###-####. Please help me with this situation. It has been going on for over 9 months and I would like a resolution. Thank you.

Desired Settlement: To be refunded the full amount for a defective part and totally unacceptable customer service by Rock Auto.

Business Response:

Mr. ******* contacted us in early May 2012 to let us know the hood he received was warped and uneven. He indicated he was out of town on business and that the part was delivered to a body shop.

The hood was shipped via truck freight. Upon ordering parts that must be delivered via truck freight, our customers receive an email order confirmation that says, “PLEASE UNWRAP AND INSPECT ALL PARTS FOR DAMAGE BEFORE SIGNING for truck freight shipments. It is difficult to obtain compensation for damage after you have accepted the shipment.” If there is damage to the part, the customer should refuse delivery and the part will be returned. If the part is signed for and not inspected, we file a claim with the truck freight company, which takes weeks of processing and several more weeks to obtain any refund.

In order to file a claim or to receive credit from our supplier for a damaged part, we must have photos of the damage. Mr. *******'s body shop advised that the warping and size difference of the hood would be difficult to see in photos and refused to send them. A woman at this shop also confirmed the hood was packed well when it was received and the damage was limited to the uneven wavy pattern she could feel by hand but not see

After several calls to Mr. *******'s body shop, requesting photos and measurements of the part, we did not receive any. We arranged to have the hood picked up by the truck freight company on Wednesday, May 9. The hood was supposed to arrive back at our supplier on May 15. However, after Mr. ******* called inquiring about the status of his refund, we contacted the shop and they informed us the hood was still there, ready to be picked up. It was unclear why the hood was not picked up on the designated date of Wednesday, May 9 until January 17, when Mr. ******* said in a phone call with one of our representatives that the hood was repackaged so badly the truck freight company refused to take it from the shop on that date. We arranged again for the truck freight company to pick it up, and it was delivered back to our supplier Thursday, May 31. Our supplier inspected the part and informed us it was no longer on a skid and had acquired significant denting and scratching in transit. Our supplier refused to credit for the damaged hood, due to the damage and because we were told the part was being returned simply due to warping. The supplier expected to receive the part back packaged the way it was shipped – on a skid and secure.

Due to this improper return shipping and damage, we were unable to credit Mr. ******* for the full cost of the order.

At that point, as a gesture of goodwill to the customer, we filed a “damage in transit” claim with the truck freight company to try to recoup some of the customer's costs. Claims take 2-6 weeks to process and often only a partial refund is issued. During that time, Mr. ******* called us 3 times, asking the status of the claim. Each time, we verified the claim was still processing. We emailed Mr. ******* once and left voicemails twice, saying the claim was still in process. In September Mr. ******* filed 2 chargebacks to his Discover card for the order, which have since been resolved. Since the customer last called us on July 19, 2012, to find out the status of the truck freight claim, and filed the chargebacks in September, we have not had any contact with him until he called on January 17 to inquire about the refund.


We are sorry this situation took so long to resolve. We received credit from the freight company in the amount of $286.77 in December 2012. We were willing to offer Mr. ******* this refund, if it would resolve the situation. We have contacted him, and he indicated this refund of $286.77 would be acceptable. He will receive this refund within the next 5 business days, issued back to the ********** he used to place the order. We are glad we were able to get this resolved for him, but we must emphasize that we made an exception in this situation, given that we never received photos of the part and it was returned damaged.

Consumer Response:

[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 reluctantly satisfactory to me. However, I totally diasagree with the supposed staement I made on January 17th that said that the reason the trucking company did not pick up the hood the first time was that it was repackaged so poorly. I NEVER MADE THAT STATEMENT AND IT IS A BLATANT LIE! The hood was repackaged exactly like it was delivered and it is anyone's guess why the trucking company did not pick it up the first time or why it was so damaged after they had it in their possession. This is the worst business dealing that I have had in my life and I accept the partial payment back to forget this situation and move on. I'm tired of dealing with it.   

Regards,

****** *******

 

2/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered two part from RockAuto on November 11, 2012. I received one part on November 21, 2012 via FedEx. The second part was supposedly shipped on November 19, 2012, the same day the part that was shipped via FedEx was sent. From the email sent to me from RockAuto, I was to understand that the second part would be shipped via "***** ******* ************** ***********" December 1, 2012, I left ******** and went to *********** to assist my father with his transition to kidney dialysis. When I left, there the understanding with my fiance, who lives at my address with me, that he would watch for the shipment I was expecting from RockAuto via ****. A shipment never came, nor did anyone send anything via mail regarding the shipment. December 10, 2012, I received an email from "******* ***** - ***" who stated that she was with ****** *******/*** ******* and had a shipment for me. Seeing as I was expecting a shipment from ****, I assumed this was spam. On December 12, 2012, I received a practically identical email from the same "******* ***** - ***". Again, I assumed this was spam. I returned from *********** back to my home in ******** December 27, 2012. On December 28, 2012, I started doing some investigating since the part had still not arrived from **** or RockAuto. I emailed "******* ***** - ***" back with dates that I would be available for delivery. I never heard anything again from this "person." January 2, 2013, I emailed "******* ***** - ***" again about delivery and also emailed RockAuto informing them that I was missing my part. RockAuto emailed me the following day and informed me that I would be refunded the amount of the part less the return shipping. Before I received this email, I contacted RockAuto via their customer service line. The gentleman I spoke with informed me that I would be receiving a full refund within 1-5 business days and could place a new order for the part when I was received the refund. Upon checking my email January 4, 2013, I called RockAuto customer service again. The individual I spoke with then informed me that there was a "misunderstanding" and that I would only be receiving a refund for the cost of the part. I was highly irate, but agreed to this. After I hung up, I received the following email from "****" with RockAuto Customer Service: "Dear Ms. ********, I'm sorry you didn't receive your radiator support. Representatives from both RockAuto and ******* called you at the telephone number you verified as correct and emailed you at the email address above and didn't receive a reply, so the part was returned to the shipper. It appears you were in *********** at the time ******* attempted to deliver the part to your ******** address, so they were unable to set up an appointment for you to receive the part. They held the part for several weeks and, when they didn't hear back from you, the part was returned to the warehouse. You will receive a refund for the cost of the part in one to five business days after it is received at the warehouse, and we'll notify you by email when the refund has been issued. If you still need the radiator support, please placea new order for it, keeping in mind that you will need to be available at the shipping address to receive and examine the part. **** RockAuto Customer Service" January 7, 2013, I received a PayPal refund of $26.88 from RockAuto. I was completely livid and called their customer service line yet again. The last individual I spoke with was completely rude and unhelpful. When I asked to speak with his supervisor, he informed me that he had no supervisor. When I responded that it was ludicrous for him to expect me to believe that there was no person above him that I could speak with, he informed me that the only person over him was the President of RockAuto. I responded that I wished to speak with that individual and the person I was speaking with refused. I requested the rest of my promised amount and he refused. As a last ditch effort for customer service, I requested that I receive a discount on a future order or reduced shipping so I could order the part I originally ordered and he vehemently refused. Finally, I asked if RockAuto was a member of the Better Business Bureau and when he affirmed that the company is, I thanked him for his time and hung up.

Desired Settlement: Refund of amount of both part and shipping or promised amount of entire part referenced via phone and email.

Business Response:

When customers order dimensionally large parts, like the radiator support Ms. ******** purchased, they often are shipped via truck freight. We always inform our customers of the requirements for truck freight deliveries, via the instructions in our order confirmation: “The carrier will call the phone number you provided on this order to schedule a delivery date and time. If the carrier is unable to reach you, your package may be returned to the sender.”

We are sorry Ms. ******** experienced confusion differentiating between ****, the freight contracting company we use that assigns shipments to various shipping companies around the country, and ***/******, the shipping company assigned by **** to deliver her part. When Ms. ******** emailed us about the missing part on 1/3/2013, the shipping company had attempted to contact her more than 3 times, via phone and email, to set up delivery of the part. They were unable to get a hold of her and the part was shipped back to our warehouse on Dec. 18.

As Ms. ******** stated, when she emailed us on 1/3, she was informed she would be issued a refund for the part cost, less the return shipping, and that we could not arrange redelivery of the part. When she called us on Jan. 4, she was again informed that she would receive a refund for the part 1-5 business days after the part was delivered back to our warehouse.

However, after assessing the $26.88 refund Ms. ******** received, it appears her refund indeed was too low. Our system deducted return shipping from her refund, due to the carrier attempting delivery, holding the part for several weeks and charging us for return shipping. However, our auto-refunding system estimated the return shipping to be much higher than it actually was.

Therefore, we'd like to offer Ms. ******** an additional refund of $110.66 in the interest of resolving her complaint and to help her recoup the cost of the part she purchased. This is in addition to the $26.88 refund she has already received. Since the return shipping cost $47.25, we would deduct that $47.25 from the part cost refund of $184.79, so she will receive a total refund of $137.54. Since she has already received a $26.88 refund, the additional refund amount, again, would be $110.66. The original shipping charges she paid are not refundable.

We have emailed Ms. ******** twice and left her two voicemails regarding this additional refund, but we have received no response. We encourage her to contact us directly to facilitate this additional refund.

Consumer Response:

[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,

******* ********

 

2/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I order a fuel filler neck from rockauto.com with specifications for a 2000 Ford ****** *****. They sent me a similar yet wrong part. The rockauto.com representative admitted a catalog error and sent me an email also admitting a catalog error. When I spoke with the representative, I asked for compensation for the repair bill and was denied. The representative stated that a pre-paid FEDEX shipping label would be sent to me. I received an email with instructions on how to download the label and print it myself. Also included in the email were specific instructions on how to package the item and to pay for any other changes for shipping.

Desired Settlement: I would like to be compensated for the auto repair bill since I will have to take the car in again. I would also like to be compensated for my time for having to return to the auto repair place and handling of the return of the incorrect part.

Business Response: Mr. ******* ordered a fuel filler neck that was listed incorrectly for his car in our catalog. Catalog errors are rare but occasionally they do happen. We are sorry he received the wrong part, and we have fixed the error to prevent this problem in the future.

Mr. ******* indicated that the part had been installed before contacting us. Our return policy states: “If a part doesn't fit, don't try to "make it fit" and risk damaging the part or your car (or yourself). We won't accept responsibility for any costs exceeding the cost of the part (and you don't need the aggravation of doing a job twice!) so please inspect the part before you start the repair.”

Since this catalog error was our mistake, we allowed Mr. ******* to return the part for a full refund, including a free return shipping label, even though the part was installed. We are unable to refund money he paid to other companies.

Consumer Response:

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 is a matter of trust.  We trusted Rockauto.com to send the correct part and they did not.  We trusted Rockauto.com to stand behind their reputation and their response does not. We trust the auto repair shop to charge us for shop time.  That is understandable.  We trust the auto repair shop to check the part number and description, and have safety concerns as to it's installation.  They did.  The auto shop did not try to force the wrong part.

 

Rockauto.com is forcing us to pay for another trip to the auto repair shop because of their admitted error.  To ask us to send the part back and pay for Rockauto.com's error is not fair.  We do understand that cars need repairs.  We do understand that we have to pay for the parts and shop time for those repairs.  We did pay to have our car in the auto repair shop.  We do not wish to pay for the shop time a second time because of Rockauto.com error.

Regards,

****** *******

 

Business Response:

We are sorry Mr. ******* incurred labor expenses beyond what he spent with us. When we make a mistake, we do everything in our power to fix it. We have fixed our catalog error and offered Mr. ******* a full refund including free return shipping. As previously stated, we do not cover labor costs, as we are a retailer that sells parts, not a repair shop that does work on vehicles. We are unable to reimburse him for shop time and labor costs that he did not pay to us.

Consumer Response:

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.

Rock auto.com admitted error led to ADDITIONAL labor costs. Their error is directly responsible for these ADDITIONAL costs and should cover them.

Regards,

****** *******

 

2/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: wanted to speak with a manager with the company and every person i talked to said they where the manager and would not transfer me to any body else

Desired Settlement: would like to talk to an manager in the corprate office

Business Response:

Mr. ****** received a radiator that was listed incorrectly for his vehicle. Catalog errors are rare but occasionally they do happen. We have fixed the error in our catalog so this issue does not occur in the future. Mr. ****** then requested a discount and free shipping on a new order. Our system does not allow us to adjust the costs of new orders; our prices online are final. However, we offered Mr. ****** a full refund for the incorrectly listed radiator, including the original shipping he paid and a prepaid label to ship the part back.

Mr. ****** then asked to speak to a manager. Our corporate structure at RockAuto is fairly “flat,” with customer service representatives, who are also supply chain managers, responding to all customer inquiries and problems. Some of these reps are team leaders, who are managers of their team of reps, but they cannot breach policies any more than the reps can at RockAuto.

The rep he spoke to was unable to transfer him to any team leader, but a team leader also could not have adjusted the cost of a new order. Mr. ****** then hung up and called back the next day. That time, he spoke to a team leader. This team leader also declined to adjust the cost of a new order. Mr. ****** repeatedly asked to be transferred to the team leader's “manager,” but no one above RockAuto's team leaders takes customer calls.

Our customer service representatives are trained first and foremost to help our customers as best we can. However, if we were not trained to stand by our policies, as well, we would not succeed as a business. We are sorry the part Mr. ****** received was incorrect, and we're happy to give him a full refund, including return shipping, but no RockAuto representative – manager or otherwise – can give him a price discount on a new order.

2/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RockAuto.com sold me defective fuel injectors for my 1999 ***** ******. The ***** dealer charged me $600 install the injectors, figure out they were bad, and re-install my old injectors. RockAuto said too bad we will only refund price of bad parts, too bad on labor???

Desired Settlement: They need to refund me the what the dealer charged. $600

Business Response: Mr. ******* told us his mechanic determined "one or several" of the six fuel injectors he purchased was malfunctioning but he could not determine which or how many were faulty. Manufacturer warranties cover replacement of parts which are shown to be defective but there is no provision to return groups of parts because "one or several" might have a problem.

Since Mr. ******* is a long-term customer, we made an exception to our return policy and offered a prepaid shipping label to return the injectors and a full refund on all 6 plus the shipping he paid.  We recognized that we would bear the cost of any injectors the manufacturer refused to accept under warranty because they were not actually defective, but we took this risk, and the loss of shipping costs, as a gesture of goodwill because of the trouble Mr. ******* said he suffered.

But Mr. *******'s additional demand that we also pay a labor bill more than double the cost of his entire order is simply unreasonable. We did not manufacture the injectors, nor did we install them (nor do we have any way of knowing whether "the ***** dealer" installed the injectors properly or set a fair price for their work -- the fact that they claim not to be able to tell a good injector from a bad one certainly provides cause for doubt).  We simply sent him the parts he ordered and, when they did not satisfy him, offered to take them back.  The manufacturer of the injectors he purchased does not accept labor claims, so we are unable to assist Mr. ******* in submitting a labor claim to them. We are sorry Mr. ******* was disappointed with the performance of the injectors he purchased but we will not refund more than the entire amount he paid for the injectors.

Consumer Response:

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 had to pay to have their parts installed, then pay to find out that they were no good, and then pay to have my old ones put back in.

So no I am not happy with their response.

Regards,

**** *******

 

 

Business Response:

While RockAuto will always honor a manufacturer's warranty if a part fails, that warranty does not cover labor costs. Our Warranty Policy, which can be seen here: ***************************************** clearly states, “Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses.” RockAuto does not consider labor claims, because as a retailer we do not have the technical ability and resources to determine why a product failedonly a manufacturer does. The manufacturer of the injectors Mr. ******* purchased does not accept labor claims, so there is no possible way for us to assist him in submitting a claim to recoup his labor costs. We are sorry he experienced issues with the injectors he purchased, but we have already refunded all the money he paid us.  We are unable to refund money he paid to other companies.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *******

 

 

2/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a part for my vehicle part 3 ES800346 driver side tie rod end for 2007 Kia optiama LX model 2.4 liter engine! After receiving the part and had tried to install it it does not match nor does it fit the vehicle according to rockauto.com web page states! Called them to explain and they told me to keep the part and would give me a refund! Found out today it's there store credit and I was only givien credit for the part Only and not the shipping! I called them and they told me well they can't give me a shipping refund! Why I ordered a part to fit my vehicle and it does not fit wrong part! I should be given a full refund and it should go back to my credit card not a store credit for there store! They scammed my by taking my money and left me to dry!

Desired Settlement: I don't need this part it does me no good! I need them to take this back and give me a full refund including my shipping charges that I paid for a part that does not fit my vehicle! I also would like it paid back to me in full visa gift card or a check is fine also. thank you

Business Response: When Mr. ******* first contacted us to let us know the thread size on the tie rod end he received was too small, we verified with the manufacturer that the tie rod end he ordered is supposed to fit his vehicle. We attempted to verify at that time whether the part was mis-boxed or listed incorrectly. Because the part number on the part box was correct and the part appeared to match the photo in our online catalog, we determined the part must not be fitting for some other reason. Due to the low cost of the part, we deemed it not worth getting back and offered Mr. ******* a refund of the part cost in store credit, so he didn't need to shoulder the burden of shipping the part back. Our return policy states shipping costs are not refundable unless we make a mistake. At this point, we could not see that a shipping mistake had been made.

Mr. ******* contacted us back, requesting a shipping refund and giving additional details on the thread size issue. At that point, we investigated further with the manufacturer, to determine the thread size this part should have. We determined the part Mr. ******* received must have been mis-boxed, as its thread size measured smaller than what the manufacturer confirmed it should. We have re-shipped Mr. ******* the correct part in lieu of the original store credit refund offered. He indicated this is an acceptable solution.

1/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a set of 8 fuel injectors for a **** ****. When we installed the injectors, the truck ran horribly, and threw a check engine light with a Lean Code. (there's no way to know the fuel injectors are defective without first installing them.) We double checked the part # on the injectors and they did match the factory injectors we removed, confirming the correct part purchase. We reinstalled the factory injectors to verify the problem, and the truck idled and ran fine. There is a problem with some or all of these fuel injectors. I contacted RockAuto via email per their return policy, and they stated they would not accept the fuel injectors, and that we must individually test the injectors to determine which of the 8 are defective, and they would only accept the defective injectors after we showed how we came to this conclusion. The return policy listed on the RockAuto website does not reflect this level of action for a defective product. I do not have the equipment to properly flow test a fuel injector and this burden should not be placed on the consumer to identify which of the 8 injectors is defective. I was a regular customer of RockAuto and this is the first time I've had to make a return. Rock Auto is making up a return policy that is not explicity stated on their website, and this return policy stated in email is not reasonable, or possible by the average consumer.

Desired Settlement: Full refund of costs of the fuel injectors and the shipping due to defective parts.

Business Response: Like most retailers, we accept returns on unused merchandise and we honor manufacturer warranties on items which fail to perform properly.  Since Mr. ******* installed the fuel injectors he purchased, we cannot accept them as a new/unused return.  If one or more of them isn't working properly, we will replace it under warranty. 

Manufacturers don't expect us or our customers to perform elaborate tests before making a warranty claim.  But they do require us (and therefore we require our customers) to explain what's wrong with each item being returned.  We can file a claim based on evidence like "this injector isn't letting fuel through" or "this injector isn't displaying the proper electrical resistance" or "my car's computer indicated this injector isn't responding to signals."  But we can't file a warranty claim based on the vague assertion that, "There is a problem with some or all of these fuel injectors."

Mr. ******* did not purchase "a set" of fuel injectors.  Injectors are sold individually and he ordered eight of them.  As with any product, injector defects sometimes occur.  But it's extremely unlikely that eight defects would affect the same customer at the same time.  And neither our return policy nor that of any other retailer of which we are aware has a provision for guilt by association.  Just as a shoe store wouldn't refund eight pairs of worn shoes because a customer said, "My feet hurt; I think one or more of these doesn't fit right," and a grocery store wouldn't refund eight half-empty milk cartons because a customer said, "My refrigerator smells funny; I think one or more of these is sour," we must insist Mr. ******* tell us which of the items he purchased has a problem and what that problem is before we can arrange a refund or replacement.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *******

There is no way to test individual fuel injectors without expensive equipment. Rock Auto cannot assume that every person or automotive establishment have the machinery to test injectors! To test them in the vehicle, we'd have to purchase 8 new injectors to ensure a good running engine as a starting platform, then test one of the old batch at at time in one specific cylinder, and would be risking catastrophic engine failure in the instance that the injectors are not closing properly and allowing too much fuel, which would potentially cause a hydrolock situation which could break a rod or piston. This is not a liability or risk we would take on, when its as simple as replacing the injectors with a batch of good working injectors. The engine ran very rough and would not idle properly. This is usually either a lean or rich condition, meaning the injectors are not spraying properly in 2 or more of the cylinders, or they are not the correct lb/hr rate as designated by their part#. (These matched the part#s we pulled from the vehicle so we verified we ordered the correct part#). We have since replaced the fuel injectors with another batch we purchased elsewhere, and they worked perfectly.

Injectors are almost NEVER replaced one at a time. You always replace the entire batch when changing injectors. If there is a problem with some of the injectors, the manufacturer will probably be concerned enough that they need to find the problem with their product, and Rock Auto as the reseller, is expected to work with the manufacturer to have these refunded, and sent back for testing.

Rock Auto's posted return policy does not state the details that their customer service rep has been using to deny our warranty claim. I have attached their return policy to this claim in the event they try to change their website policy before it is captured here.

 

 

Business Response:

Mr. ******* is correct that we cannot assume every repair shop has the diagnostic machinery to test fuel injectors. We contacted him and verified he used a scanning machine to determine his engine was running lean. Beyond that, he was unable to verify which injector(s) were faulty. Through further research, we determined few auto repair shops have flow rate machines to test fuel injector spray pattern and volumetric flow. These flow rate machines cost upwards of $8,000, based on our findings. Given the technical limitations Mr. ******* faced, we believe it is reasonable to allow him to return all 8 injectors for a full refund. We set up this return for him and emailed him the return instructions. Mr. ******* indicated this was an acceptable solution. We are sorry for the delay in setting up the proper return for him.

1/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a catalytic converter for my Toyota rav 4 once it was I stalled my engine light came on. I then took the vehicle to my mechanic who stated it was the catalytic converter. I again took it to 3 more auto mechanics which also gave me the diagnostic reading catalytic. Converter. I contacted rock auto about the problem they stated to (****) I have to purchase another catalytic converter in order for them to send me a replacement. I asked **** about being reimburst they stated that they will not reimburse Me I stated to him that the problem. Went away my engine light did not come back on. I feel rock auto is giving me the run around they (rock auto) refuses to give me my money back for a faulty auto part.

Desired Settlement: Refund my credit card

Business Response: Ms. ***** contacted us, saying the converter she ordered from RockAuto was leaking. We verified with the manufacturer that a crack in the converter likely would be covered under warranty. However, due to this particular manufacturer's stringent warranty policy, we told Ms. ***** that she would need to ship back the part for testing, and that we would need to receive credit from the manufacturer before we could refund for the new, replacement catalytic converter she ordered. On 12/18, we received news from the manufacturer that they would not credit for this catalytic converter because it was overheated and burnt due to an upstream fuel/air issue in the car's engine and not due to failure of the converter itself.

However, the manufacturer has since reassessed their decision and credited us.  In turn, we refunded Ms. ***** in full for the new converter she purchased, including the shipping. This refund of $310.96 was issued to her Visa card on 1/16.

Consumer Response:

[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,

****** *****

 

1/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used their website to order a part for a vehicle. I searched their site using the vehicle information and the website showed the part I was looking for. I did not at any time type in a part number since I did not know it! When the part arrived, it was not the correct one for the vehicle. I called customer service to resolve the issue. I informed the lady that I received the wrong part and she told me that it was indeed the part I ordered. I told her how I ordered the part and she told me that I was wrong, I put the part number in and ordered that way. If I never had the part number, how could I do that? I was then told I could ship the part back and receive a credit for the cost of the part. I paid $15 to have a $15 part shipped and would have to pay another $15 to ship it back, therefore paying twice what the part was worth, and still not getting any part of the money back. i informed her that I did not agree with her due to the fact that I never input a part number. She then argued with me that I had to have put the part number in.

Desired Settlement: I would like a refund for the part and for the shipping.

Business Response: When an order is placed on RockAuto.com, our programming can tell whether the customer chose the make, year, model and engine size of the vehicle, then searched for the part under that exact vehicle, or whether a part number was entered into our Part Number Search, found and purchased.

In this case, Ms. *****'s order specified no vehicle, indicating no vehicle was chosen to find the power steering pump pulley she purchased. When she called to say the part was not correct for her vehicle, we matched the part number she ordered to a number of ***** trucks, but it is not listed to fit her 1987 ***** ****. We have called and emailed Ms. ***** three times since she filed this complaint to confirm the exact vehicle for which she meant to order, but we've received no response.

Our return policy states,"Shipping charges are not refundable unless the return is due to our mistake. If you decide you don't need a part, we don't mind taking it back but we can't recover the shipping cost." We have set up a return for Ms. *****. She will be refunded for the part cost within 5 business days of our warehouse confirming the part has been returned, but we will not be refunding any shipping costs for this incorrectly ordered part.

1/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a part from Rock Auto. I received the part with no problem but it ended up not what I needed. I called to confirm the return of this item # ** ********. I was told it was ok to return. I returned this item as I received it. Wrapped in bubble wrap in the shipping box. no other box. I received a e-mail telling me that Rock Auto would not except my return because the item was not in the manufactures box. I would have sent the item back in a "manufacture" box back if I had received one. I called the sells desk and they claimed the item could not be returned unless the manufactures box was included in the return. I told them it was not sent to me. The seller claimed the parts department would not send an item unless it was in a box. They also made the comment " how would the parts people know if they had the correct part if it was not in a box" ? Very simple , it's on a shelf in a manufactures box , they take it off the shelf , take it out of the box and ship it to me. Taking it out of the box before shipping keeps me from returning the item. Or the item box was messed up sitting at the parts store so shipped the item without the manufactures box. Whatever the reason I'm being denied the right to return an item due to a mistake by Rock Auto............This is unethical.

Desired Settlement: I'll return the item again and then I'd like to see a check with the full amount sent to me.

Business Response:

We apologize for the inconvenience this customer has experienced with this attempted return. The part Mr. ****** ordered is shelved in a brown, cardboard box with part number and manufacturer stickers on it (see attached photo 1).  That box is supposed to be placed inside another box for shipping (to prevent damage and to avoid defacing the manufacturer box with shipping labels in case the customer decides to return it).  We received Mr. ******'s return without the original manufacturer's part box -- the part was wrapped in bubble wrap in a Priority Mail shipping box. Our return policy (http://www.rockauto.com/lang/en/policy.html#Returns) states "We cannot issue return credit for parts which have been installed, painted, modified or returned without their original packaging," which is why we initially denied credit and shipped the part back to Mr. ******.

However, Mr. ****** since has provided photos of the shipping box he received, which measures 8” x 8” x 9” (see attached photos C, D and E). The part box the part should have shipped in measures 6”x6”x10.5”, according to our records. Thus, the shipping box he received would not have been large enough to accommodate the manufacturer's part box. At this point, we must assume our shipper made a mistake and shipped this part in only a shipping box. Based on the photographic evidence we have, we are willing to give Mr. ****** the benefit of the doubt that what he asserts is true -- he never received a manufacturer's part box.

We have set up a return for Mr. ******, so he can return the part for a part cost refund. Mr. ****** indicated this was an acceptable solution.

1/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I PURCHASED PARTS ON MANY OCCASIONS FROM ROCK AUTO DOT COM AND THIS TIME I WAS NOT PLEASED WITH THE LESS THAN STELLAR PARTS. I CALLED CUSTOMER SERVICE TO COMPLAIN ABOUT THE CONDITION OF THE PARTS AND WAS MET WITH SARCASM, POOR WORK ATTITUDES, AND AN UNWILLINGNESS TO HELP.

Desired Settlement: MY CONCERNS WERE NEVER ADDRESSED BY CUSTOMER SERVICE REPRESENTATIVES OR CUSTOMER SERVICE MANAGERS. I FOUND THE REPS AND THE ******** TO BE RUDE, UNINTERESTED AND UNHELPFUL.

Business Response: Ms. ******* called to complain the **** **** she ordered required a different seal and arrived with a different connector than her original pump. She indicated that she used her old connector and purchased a new seal locally. The part description in our catalog states, “Some applications may require the use of the original tank flange seal,” so we're not sure why she was surprised about the seal.  When we asked what was wrong with the connector, she promised to ask her mechanic and let us know but did not.  Her car is 14 years old so it is possible the **** **** was replaced before and the connector on the car was not original. 

Ms. ******* also purchased a **** ****** ****** and complained the bulb, which flickered before, no longer lights at all.  While it's possible the problem was with the bulb, the splicing of the wires, a fuse or some other part of the turn signal circuit, we gave her a full refund for the **** ****** ****** since she insisted the socket was at fault.

We're sorry if our staff were not as courteous as they should have been in their interactions with Ms. *******.  But we're not sure what she wants us to do at this point, since the pump is apparently installed and functioning and we've returned the money she paid for the socket while allowing her to keep the part.

Consumer Response:

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 business has not offered to resolve the issue at all.  The response offers no resolution.  I was told to call back and tell them exactly what the problem was with **** **** wires and now they are going on and on about the age of the car and continuing to insult me.  For their information, the **** **** on the car was the original one.  The mechanic had to go to a junk yard, spend $20.00 and get the necessary wires and connectors to install the **** ****.  The description of the part does not mention ANYTHING about the wires might need to be replaced as well and that falls under false advertising.  The solution I would like is to refund my out of pocket expense. As for the socket, they are more than welcome to send me a prepaid shipping label and I will ship the lamp socket back! The full refund, they are referring to was a whopping $4.89!  My initial complaint involved the lack of courtesy I received with my legitimate complaint.  I once was a serious repeat customer, and I had spent hundreds of dollars with this company! Until, recently I had never had an issue with them, however, now is a different story.  I will never do business with this company again! I had been a customer since 2009 and they have the audacity to sum it up as if I am complaining for no valid reason.  Unfair and unreasonable treatment. Consumers should be advised about ROCKAUTO before doing business with them.

Regards,

********* *******

 

Business Response:

We are glad Ms. ******* was able to suggest a resolution to this issue. We were unaware she desired a refund for the **** **** connector sourced at her local salvage yard. When Ms. ******* first called, we offered her a reimbursement, if she were to purchase the connector locally. However, in the ensuing conversations she had with our representatives, the reimbursement was not brought up again, because the following calls focused on her trouble with the tail lamp socket and our questioning how the fuel pump connector was incorrect.

We contacted Ms. *******, offering her a reimbursement of this $20. Ms. ******* indicated this $20 refund was a satisfactory resolution. We are sorry the part she received did not meet her expectations but glad she was able to make the part work for her. We do make every effort to treat our customers with courtesy and respect and will continue to do so.

12/26/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered car part matched to specific car from their online catalog.. Received part which did not fit my specific car. When I asked for resolution was told they did not know why it would not fit. Would not accept parts as a return but would give me store credit only for the parts but not the shipping which was almost the cost of the part. I am out $ 30.07 and no parts.

Desired Settlement: A refund of parts cost and shipping costs to credit card used for the transaction.

Business Response:

Mr. ****** purchased 2 trunk lid lift supports for a 1993 *** ***** and emailed us to let us know they would not fit. We verified with the manufacturer that this part is supposed to fit Mr. ******'s car, but we overlooked that this part had been reported as not fitting by a different customer, for the same reason, a month earlier. We followed up with the manufacturer, who determined this particular batch of lift supports had a defect, making them 1/8” too long.

We have contacted Mr. ****** and offered a refund of the part costs and the shipping paid, for a total refund of $30.07, issued to his ****, without requiring return of the parts. Mr. ****** indicated this was a satisfactory resolution.

We apologize for not handling this complaint properly the first time. We have spoken with the customer service representatives involved, so this oversight does not happen in the future.

Consumer Response:

[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,

***** ******

 

12/15/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a wheel bearing for my truck had fast shipping and was good price got the part put it on had it torqued at the specs the dodge dealer gave me only put 20 miles on it and the whole hub fell apart called them returned the part and now there saying it was not torqued to specs and they will not refund the money poor customer support

Desired Settlement: refund me for the poor quality part thats it

Business Response: 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.   Our warranty page is located here:  http://www.rockauto.com/docs/warranty.php 

Manufacturer's warranties cover replacement if the original part failed due to manufacturer's defect.  Thus, the manufacturer is within their right to inspect each part in order to determine whether a warranty replacement will be offered. We are sorry that Mr. ***** is disappointed by the results of ***'s inspection, but they have determined that the part's failure was NOT due to manufacturing defect, but to installer error.  Installer error is not covered by the warranty.  Since the manufacturer is unwilling to issue a warranty replacement there will be no further action taken.  We have attached the inspection report and all photos received from ***, which provide evidence of installer error. 

12/15/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The part was not accurately described. Part box got wet after Fedex dropped it off. Had to return the part in a different box due to incorrect fitment/description from RockAuto. The company now refuses to do any refund or store credit and I have already sent the part back to them in 100% perfect condition but, not in the same box.

Desired Settlement: I would to be paid back the 91.79 the radiator cost.

Business Response: Our return policy states "We cannot issue return credit for parts which have been installed, painted, modified or returned without their original packaging."  Our full policy is here: http://www.rockauto.com/lang/en/policy.html#Returns

We received Mr. ****'s return without the original packaging, therefore we are unable to issue return credit.  We have returned Mr. ****'s radiator to him on FedEx tracking number ***************. 

12/4/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered two headlamps from rock auto.com and before hand I spoke to a gentleman on the phone who told me these headlights had the technology package. When I received the lights I found that they did not have the technology package. I have to get my car back on the road so I want to install the headlights in my car anyways. All I ask is that I be refunded the price difference. (Rock auto sells both types of lights) They sent me a product and charged me for a more expensive one. That is wrong. I asked to speak with a manager but the girl on the phone was rude and would not put me through to anyone else. She was very impatient and not helpful at all.

Desired Settlement: I would like to be refunded $562.00 difference between the headlights I was charged for and the lights I received. Cost on lights I needed $716.67 Each (x2) Cost of lights I received $425.94 Each (x2)

Consumer Response: Consumer states that after speaking with the customer service department, they stated that they will be crediting the difference.

12/4/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a defective engine from Rock Auto and ******** *******. ******** ******* has decided not to honor the warranty after returning the defective item on RockAuto Order ********. Rock Auto will not issue a refund until their vendor issues them a refund. ******** ******* ***** ******** customer service Manager will not return calls or emails. I purchased the engine from Rock Auto and Rock Auto has to refund my purchase price. This has been requested via email, phone and through PayPal. I have incurred the costs by the local mechanic to install, troubleshoot and remove the defective product in addition to the cost of the engine. I have since purchased an engine locally so work can continue on my vehicle. All I want from Rock Auto is the money back for the defective product.

Desired Settlement: I am requesting that $2218.19 be credited back to my PayPal account.

Consumer Response: On Fri, Nov 30, 2012 at 5:58 PM, ****** ************************* ******

Rock Auto issued the refund and this case can be closed.

Thank you,

****** ** ****** **
Sales

****** **** ************************ ************

12/2/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I need to purchase a camshaft and a camshaft gear/sprocket for my vehicle so it can be driven. After looking for several days on the internet to try and find one. I found a camshaft on ebay and i bought it and all i was needing was the gear. When i looked on rockauto for a gear i found one with a gear so i returned the camshaft back **** and i had to pay $15.00 shipping and I purchased the other one from rock auto, when it arrived in the mail and i opened it i discovered that the gear/sprocket was not with it. I called rock auto to see what the problem was and they told me they would get back with me the following day. They never called me, so i waited for an entire week and then i had to call them back. After talking with them they said it did not come with the gear and they told me that they could'nt help. This is the exact listing below. *********** Part # 0200144 New Camshaft LEFT #1 w/GEAR OEM ASSEMBLY LUBE REQUIRED WHEN INSTALLING NEW CAM; Base Model [Wholesaler Closeout -- 30 Day Warranty] (Only 3 Remaining)

Desired Settlement: I would like to see a $40.00 refund so i can go buy a used gear or them to find a gear and ship it to me. The listing says it comes with one but it did not

Business Response: Our catalog description for the Camshaft Mr. ****** ordered was unclear, and we understand how he would perceive that the part would include the Gear.  We apologize for the error, and for our initial response to his concerns.  We have updated our catalog description to make it more clear, and we have set Mr. ****** up for a $20.20 store credit.  The store credit code will be issued to Mr. ******'s email account within 2 business days, and will be valid for 1 year from the date of issue.  Mr. ****** has indicated that this is a reasonable solution. 

11/30/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Rock Auto Parts complaint Dear Sir, October 31 2012 I wish to file a formal complaint with the BBB concerning a deceptive business practice I have recent discovered with Rock Auto Parts of Madison Wisconsin. I have an older car and found that they had most of the parts I needed to rebuild our car and placed an order to them. I found them nice to do business at first. I had a couple of problems with some parts I bought from them and they took care of the problem with no big deal over it. However the clutch kit that I bought from them was a complete failure. It would not allow me to put the car into gear to drive it at all. For weeks I tried everything we could think of to resolve the problem with out taking it all apart again. After six hours of work to take the clutch back out we could not find anything that we had done wrong. So I took it all to someone that does this type of work all day long to get another opinion of the problem. He took one look at it and told me that the new Sachs clutch pressure plate was defective in some way. I then contacted Rockauto parts about the problem and that I wanted to return the new bad one and buy another brand from them. They flat out refused my request. As I repeatedly tried to explain to them that changing this clutch out just for the sake of trying another one is just way to much work. Taking it out took six hours alone but they do not understand or care about any of that it seams. But I was not willing to invest twelve hours of my time to just try another one of the same brand at all. They told me it is their policy to simply replace the defective part with one exactly like the first one and would not hear of anything else. Now, I read all of there posted policy on line that they publish and I could NOT find this policy listed on line at all. This is a deception to the people who shop with Rockauto. Changing the rules to suit their needs does not serve the people doing business with them at all. So they sent me another clutch of the same brand and I bought another brand from one of their competitors so I would not have to go through all of this again. But I am also now stuck with a $130 clutch I had to accept from Rockauto. So their boast on their web site that they take care of their customers is also wrong as I feel cheated and betrayed with my deals with them in this matter. Our car has been laid up for weeks and it cost me an additional $100 to buy a second replacement part that I had already bought from Rockauto. The new ** ***** worked perfectly the first time.

Desired Settlement: Full refund for the defective part I bought from them.

Business Response: RockAuto is more than willing to facilitate the manufacturer's warranty when a part fails. However, a manufacturer's warranty covers replacement of the part itself only.  Our warranty policy states
"Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses."  (full policy here: http://www.rockauto.com/docs/warranty.php)  The manufacturer does not cover any costs or offer any reimbursements. 

Mr. ******* requested a refund, and we explained our warranty policy and offered him a replacement.  He then requested that we send him a warranty replacement so that he could sell it on ****.  We processed a warranty replacement for Mr. ******* and replaced his part at no additional cost.  We fulfilled the warranty by sending him a replacement clutch kit, as requested.  We are sorry that the clutch kit Mr. ******* received had a defective pressure plate.  There will be no further action taken on this order. 

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

*** *******

 

This procedure they have outlined is NOT listed in their on line procedure whats so ever.

I have read it many times to see if I missed it and I did not miss it  as it is not there.

Second I wanted another brand and told the agent at the time of that fact. Why else would I buy a

***** clutch from another vendor when they sell the same exact part and I laready had my money

invested with them ? They refused to allow me to change brands and why I had to buy a second

clutch at my full added expense.

So now what do I do with a second defective clutch I am not going to use, throw it away ?

This is a bad design as this car has had two of them in it and both where bad. Have a friend

that tried to put one in his Honda and has the same exact problem. Sachs has a true problem

with the clutch design and it is that simple. Yet I am still stuck with a bad clutch and not my money.

*** *******

Business Response: When Mr. ******* informed us of the problem with his pressure plate, we tried to help him solve the problem.  When it became clear that the part was defective, we told him that the part was covered by the warranty and we could facilitate a warranty claim.  We clearly communicated that a warranty is for replacement only and that refund or exchange for another brand was not an option.  Then we offered Mr. ******* two ways to secure the replacement and asked him to let us know if he wanted to go ahead with a warranty claim.  Mr. ******* requested that we send him a replacement, and we complied with that request.  A portion of our email correspondence is attached, where you may read this trajectory.   You can see that Mr. ******* says "So no I do not want a replacement at all. It is just to much work to try another one. But send me a new one any way as I have already paid for it and I will try and sell it on ****"  At that point we sent him the return instructions and completed the return for reship of the replacement part. 

We will not be taking any further action on this claim. 

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

*** *******