Complaints

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

• Initial Complaint

  Date:07/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didnt install new compressor til month of June and after installation was completed the item tested defective and was reading in a bad high range when my system was be recharged for refrigerant. I was told by my mechanic since it has warranty to get a replacement from the company and he will reinstall the new part. I proceeded to get a replacement yet every time I go on the website without prompting any series of questions or issues to list of what went wrong, the website only states no returnable this website has no customer service agents, no phone number or email to speak to someone directly. I still need my replacement or my money back as your website clearly doesnt allow me to start a request of a warranty replacement. Your website states 12 month warranty and I recently purchased this item and installed on June. BEWARE FUTURE BUYERS OR CUSTOMERS!! Its better to purchase and buy from your local auto parts store to avoid this issue that Rock Auto refuses to deal with or acknowledge.

  

  Business Response

  Date: 07/22/2025

  Were sorry that there was a problem with this customer's A/C Compressor that he purchased in April. Although the customer's order is outside of our 30 day Return Policy the product is covered under warranty. Like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product.
  
  The manufacturer's warranty requires that all compressors returned for defect must include a proof of purchase of an O****** Tube (or Expansion Valve), Receiver Drier/Accumulator, and A/C System Flush OR a Work Order showing the purchase of these items and that the system was flushed. This is because when a compressor fails, it often contaminates other components of the A/C system with it. Replacement of these components is the only way to ensure that contaminants don't come right back and damage a new compressor.
  
  When the customer reported a problem with the A/C Compressor through our Order Status & Returns page online he confirmed that he did not have proof of purchase of these parts and a system flush that are required by the manufacturer's warranty.
  
  If the customer has proof of purchase (such as a receipt or work order) for these components, he can send them as attachments in an email to our customer service team (*********************************************************************************
  
  But if the customer is unable to provide proof of purchase for these components, we're regrettably unable to facilitate a warranty replacement.

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an alternator for almost $200. The part lasted maybe a week. Got my car diagnosed, it's the alternator again, so JUNK PART. Tried to exchange, they will only refund after I purchase a new part and send this one back. We purchase a new part locally because, quite frankly RockAuto already cannot be trusted. As soon as we have their worthless part removed and ready to send back, suddenly the website will only allow us to return for a $30 core charge!!!!!! Absolutely unacceptable. Then to find out there's ZERO CUSTOMER SERVICE. NO NUMBER. NO WEBSITE ASSISTANCE. NOTHING!!!!THIS PLACE IS AN ABSOLUTE RIP OFF AND NOBODY TO ANSWER FOR IT!!!!!

  

  Business Response

  Date: 07/21/2025

  We are sorry that this customer received a part that stopped working after it was installed. 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. The product this customer purchased is covered under warranty.  The customer first reported the problem on our website through our Order Status & Returns page online where we authorized a return of the product for a refund. Shortly after the customer completed her return online she cancelled the return.  Later she contacted our customer service team who asked her questions about her defective part and her return that she cancelled to ensure they set up the customer's return correctly.  We have (again) authorized this customer's return under warranty so she can return the alternator for a full refund (including shipping) and we included a prepaid return label with her return instructions that we sent to her email. She can also view a copy of her return instructions and return shipping label from our Order Status & Returns page online.

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a radiator for my vehicle it's been 2 weeks I have not received my part and *** tells me it's lost I want my part there's no phone number to call and it's difficult to work or talk with anyone at rock auto

  

  Business Response

  Date: 07/21/2025

  Business states this issue has been resolved. 

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Still not happy we had to rent a car because they tied up the money/part for twice as long as it was supposed to be I went with them cuz it was supposed to be quicker next time I'll go with someone else cuz there communication ***** can't call anyone rockauto has horrible customer service and just leave you wondering what's going on they sent out the part after we paid for a rental for an extra 10 days horrible service 
  Regards,
  
  ******* *********

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a alternator and after paying a shop $800 to install it, it was defective and did not have enough draw. When reaching out to rock auto and asking them for a refund since I then had to buy an alternator from the mechanic otherwise Id have to pay for another defective install. My bill went for $800 to $2100 for the repair. And with a defective alternator they want you to pay for shipping back to them and they will only replace the item but cant promise the next one wont be defective. Its a complete scam.

  

  Business Response

  Date: 07/21/2025

  We're sorry for the problem with this customer's order. Like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. This manufacturers warranty offers a replacement of the same brand and part number, but does not offer cash refunds/store credits, exchanges for different products, or the reimbursement of labor costs, shipping costs or other expenses.
  
  The customer is not obligated to take advantage of the warranty, but if he would like to request a replacement, he can obtain instructions by going to our Order Status and Returns page.

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As a consumer, you are basically left to hang out to dry. The part was defective and after a month, the company expects that we are just waiting for them to respond to move forward. I had to spent $700 for a whole new alternator to get my car up and running, what would I do with another alternator? Their response is not consumer friendly and they are just hiding behind policy. In an age when companies care about profit and not customer service. This is what has happened to the consumer retail business. The logical move would be that the part is defective, we will send the refund, since we know you had to buy another part and spend even more money. But, no empathy, no remorse, no care to help the customer. Its a bad way to do business and I will not allow myself or those I speak to about the use of rockauto, because they scam their clients when it comes to parts and their return policy. A replacement takes a week, I cant have my wifes care that long after a week of being down already.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:07/08/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tuesday, Ju** 8. 2025 0852 hrs submitted purchase for 14 windshield wiper blades for vehicles. total was $25.98 Tax was $5.27. I am a frequent customer. I know shipping is high but the benefits were there. Invoice after submitting ****** was $83.44.$52.19 ShippingL Real**? Issue: WebSite and Answering machine for Rock Auto both direct customer to remedies. Sad** no remedy allows one to contact a p[erson to adjust . I have purchased this amount of ******* often in past for our three vehicles never with this shipping issue.answering machine is useless, No one EVER answers. Since I cannot reach a person to discuss this and bring it to their attention perhaps BBB can get their ************* many orders have been cancelled because of this error, or are they price gouging. I know for a fact, by inquiry on expense to ship this package to Rock Auto location doesn't not cost $83.00 final** found where I could cancel the complete order, sad ** I did. Please let them know their computer is overcharging shipping

  

  Business Response

  Date: 07/21/2025

  We are sorry for any confusion this customer had with his order.  The total cost of merchandise for his order was $52.19 for the 14 wiper blades he purchased, shipping was $25.98 total (for 2 separate shipments from 2 warehouses in different locations) and tax was $5.27 for a total charge of $83.44. These prices were displayed on our website before the customer submitted payment and had not changed after he submitted payment to us.  The customer cancelled his order and we issued him a full refund.

  Customer Answer

  Date: 07/21/2025

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

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THE ADDRESS ON THE ORDER WAS TARNSPOSED INCORRECTLY - I TRIED TO RECTIFY BUT ROCK AUTO HAS NO PHONE NUMBER TO CORRECT, *** WAS NOT ABLE TO CORRECT EITHER AND ROCK AUTO CUSTOMER SERVICE ONLINE IS INEFFICIENT AND UNABLE TO CORRECT BEFORE THE ORDER WAS SENT BACK TO THEIR WAREHOUSE. I HAVE TRACKED THE ROCK AUTO REFUND PROCESS UP THROUGH JUNE AND NOW IT SHOWS AS NON-EXISTENT.

  

  Business Response

  Date: 07/21/2025

  Business states this issue has been resolved. 

  Customer Answer

  Date: 07/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  I did receive a refund within days of filing my complaint with the BBB and their customer service department.

  ********************** honored their commitment to me with a full refund for the products i ordered less sipping costs.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ****

  
  

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an air filter from ************************** for my wife's 2024 ***** GX 550. I used their website to drill down to the item. When it came in I went to put it in and it was about 2" too big and would not fit. I compared it to the filter I was replacing and it was clearly the wrong item. I contacted ************************ customer service through the web site and went through their very cumbersome return process. The return process told me the vendor told them it was the right filter so I would not receive full credit since it wasn't their fault. I wrote a letter telling them it was the wrong size and that i was due a full credit because I didn't have any control over the process. I simply relied on their web site and it was wrong. I received a credit for the item and they indeed didn't issue a full credit. I reached out to the email and asked that they issue me a full credit and they again denied me the credit even though i was not at fault. I will NEVER use this company again for anything and I hope that anyone reading this will beware of doing business with them. They have zero customer service and when something goes wrong - even if it's their fault they won't make it right.

  

  Business Response

  Date: 07/08/2025

  We are sorry this air filter doesn't fit the customer's vehicle. The customer confirmed that the air filter he received from us has the correct part number on the manufacturer's packaging and the part itself (i.e. he correctly received what he ordered). Our catalog and the manufacturer confirm it should fit the vehicle that this customer selected when he ordered it (and our order history supports it), so we are not sure why it does not fit this customer's vehicle. We authorized a return of the part for a full refund of the part cost and also provided the customer a prepaid return label to cover the cost of the return.  As our Return Policy explains though "Shipping charges are not refundable unless the return is due to our mistake."
  
  The customer has indicated the filter he received is a different size than his original but hasn't provided us any specific details to investigate the fitment issue. If the customer can provide us with additional information about the fitment issue (e.g., dimensions of his original filter, the original equipment number on his original filter, production date of his vehicle) we can investigate the problem. The customer can send this information to our customer service team by email *********************************** If we can confirm we made a mistake with his order we will correct it and refund the customer his original shipping.

  Customer Answer

  Date: 07/09/2025

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

  I reached out to Wix and provided the details on the filter that was suggested on the rock auto web site and the details of my vehicle including my vin #. The email exchange is listed below and clearly indicate that the filter suggested on the Rockauto web site is not correct. I should receive a full refund of the shipping cost. 
  

  email exchange with Wix Technical assistance:  

   

  Yes **** it would need to be returned to them. 
  
  
  Thank you,
  
  ****+****** Product Information
  Product Information  **************)
  
  
  
  ****+******
  Filtration Technology, *****************************************
  
  *All information provided is for **** + ****** supplied parts
  only
  
  NOTICE: This communication may
  contain privileged or other confidential information.  If you have
  received it in error, please advise sender by reply email and immediately
  delete the message and the attachments without saving, copying or otherwise
  disclosing the content.
  
  
  
  From: ***** ******* <*******************************>
  Sent: Wednesday, July 9, 2025 9:39 AM
  To: (TechService) <****************************************************>
  Subject: Re: Test 
  
  This is the wix filter I received from rock auto. WA11653. 
  
  Thanks. 
  
  
  Sent from my iPhone
  
  
  
  On Jul 9, 2025, at 7:07?AM, (TechService) <****************************************************> wrote:
  
  Hi *****, 
  What was the *** filter part number that you received?
  From the picture of the ****** filter that you sent, the part number on it is
  17801-31141 , it crosses to *** WA10313. 
  
  
  Thank you,
  
  ******* ********
  Product Information Specialist
  ****+****** Filtration Technology, ******************************************************************************
  Phone ***************************
  ************************************************************************, *****************************
  
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  ****+****** Filtration Technology, *****************************************
  
  *All information provided is for *********************** supplied parts only
  
  NOTICE: This communication may contain privileged or other confidential information.  If you have received it in error, please advise sender by reply email and immediately delete the message and the attachments without saving, copying or otherwise disclosing the content.
  
  
  
  From: ***** ******* <*******************************>
  Sent: Tuesday, July 8, 2025 7:52 PM
  To: ********, ******* <************************************************************************>
  Subject: Re: Test 
  
  *******,
  
  I appreciate you taking time to talkto me today. I am attaching a picture of the ***** air filter along with the vin # of my car. As I mentioned I ordered the wix replacement filter that was on rockauto web site and it didnt fit. I tried it both ways. 
  
  Let me know if you need additional information. 
  <image008.jpg>
  <image009.jpg>
  ***** Pittard 
  ************
  
  Sent from my iPhone
  
  
  
  
  On Jul 8, 2025, at 1:21?PM, ********, ******* <************************************************************************> wrote:
  
  
  
  
  ****+****** Product Information
  Product Information  **************)
  
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  <image002.jpg>
  
  <image003.jpg>
  
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  ****+******
  Filtration Technology, *****************************************
  
  *All information provided is for **** + ****** supplied parts
  only
  
  NOTICE: This communication may
  contain privileged or other confidential information.  If you have
  received it in error, please advise sender by reply email and immediately
  delete the message and the attachments without saving, copying or otherwise
  disclosing the content.
  
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 07/10/2025

  Please, refer to our original response.
  
  The communication the customer provided from the manufacturer *** indicates that his original filter crosses to a WIX WA10313.  This is a filter listed in our catalog (and by WIX) to fit a ***** RX450H and not the ***** GX550 that the customer selected in our catalog when he placed his order for WIX WA11653.  
  
  This information confirms that the customer needs a different part than the one that he ordered and for a different vehicle than the one he chose when he made his order with us.  We correctly sent this customer the part that he chose for the vehicle he selected in our catalog but the customer needs a different filter listed for a different vehicle. We issued the customer a full refund for the cost of the part when he returned it to us. As our Return Policy explains though "Shipping charges are not refundable unless the return is due to our mistake."

  Customer Answer

  Date: 07/10/2025

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

   

  I selected the correct vehicle when I ordered the filter. Your customer service is an absolute joke and I can assure you I will NEVER buy anything from your company again. All of this has been over $9 and your excuses and refusal to own the issue is absurd. Good riddance. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:07/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These parts were damaged, with chunks of material missing upon opening of box. If these pads were to be installed, they would severely damage the brake rotors. Rock Auto has no customer service number to challenge this issue. I am seeking a refund for these non usable brake rotors. The total comes out to $116.64. There is nothing for me to gain here, I just want my money back. To make matters worse, this particular part number is now obsolete and can't be ordered so I am left with my vehicle on **** stands right now....

  

  Business Response

  Date: 07/07/2025

  RockAuto has a 30 day Return Policy to allow a reasonable amount of time for customers to report problems and arrange returns.  This customer's purchase was made at the beginning of March and the first time he reported a concern with his order was 4 months later in July. After so much time has passed since the parts were delivered to the customer we cannot reasonably confirm whether or not the problem he is reporting happened after the parts were delivered to him. We are sorry but we are unable to accept a return of this customer's order for refund, store credit, or exchange any longer since his order is outside of our Return Policy.

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It's the premise of doing business. As a business owner myself, there are times where I myself have to make a decision outside of policy. This is in the interest of the customer. Not all customer complaints are out to get your business. I am still requesting a refund for the already damaged parts.

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

  

  Business Response

  Date: 07/10/2025

  Please, refer to our original response.
  

• Initial Complaint

  Date:07/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a part from Rock Auto and installed the part only to find out the part was not the correct part for my vehicle. The part I installed, two brake rotors, were not the correct size and when I test drive the vehicle after the install the brake caliper was scraping against the rotor. I immediately returned to my driveway and removed the rotors. I used Rock Auto's return procedure, as there is no phone, email, of chat available to contact them. Today, I learned that they did not accept my return, listing a reason that the parts were installed or damaged. Yes, they were installed and damaged because I was sent the wrong item, and item that did not fit my vehicle. The company has now given me the option of shipping the parts that don't fit my vehicle back to me or they will dispose of them. This is not acceptable. They cost me forty seven dollars and were the wrong item . Returning them to me is absurd as I have no use for them. There was no way for me to explain what happened as there is no way to contact the company. I would like a refund.

  

  Business Response

  Date: 07/07/2025

  We are sorry the brake components this customer purchased do not fit his vehicle.
  
  When the customer reported his fitment issue and arranged a return on our Order Status & Returns page online he confirmed that the part number on the manufacturer's box and the parts themselves match what he ordered (i.e., he correctly received what he ordered). The customer did not provide us with any information to indicate we made a mistake with his order and it's not clear why the brake parts do not fit his vehicle if he ordered correctly.
  
  We authorized a return for a full refund of the cost of the parts. When we authorized the customer's return we provided him with return instructions that explained our Return Policy (which we also made known to the customer before purchase) which states parts must be returned in new condition.  
  
  When we received the customer's return the parts were in used condition even though our Return Policy tells customers "If a part doesn't fit, don't try to "make it fit" and risk damaging the part, your car, or yourself! RockAuto is not responsible for any costs exceeding the cost of the part, and we will not accept returns of parts that have been installed or modified."
  
  We are sorry but we are unable to accept this customer's return of parts that he returned in used condition and do not follow our Return Policy.
  

  Customer Answer

  Date: 07/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business response indicating when they say if the part doesn't fit don't try to make it fit, is not what happened. The part did fit on my vehicle, but I did not know until I did a test drive that it was the wrong part because the hat, the center part of the rotor, was scraping against the brake caliper. Nothing was forced onto the vehicle. 

  Outwardly, the part looked correct. But in reality it did not fit on my vehicle which was discovered during the course of my test drive. 

  I reject the business' assumption that I forced the part on and maintain my position that they provided the wrong part and would still like a refund. 

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

  

  Business Response

  Date: 07/14/2025

  Please, refer to our original response.
  

  Customer Answer

  Date: 07/14/2025

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

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase from this website of approximately 12 items on the 6/27/2025. The next morning I wake up to an email saying they have out of stock items on my order. It turned out they out of stock every singleitem on my order thats right all 12 items. That would usually be fine. However, they charged my account and I still havent received a refund on top of that there is no customer service to contact to get this issue resolved. I do, however notice someone seems to be responding to these Better Business Bureau contacts rather swiftly it would be nice to be able to talk to that person one on one to get this issue resolved. It being 3 July I doubt I get a refund tomorrow, which will be an excuse to push it through till next week if I get one at all. I really hate this. I dont know why its gotten so bad lately. This was my go to place for parts. I need to order a$700 TCM for a **** focus now Im scared to. Hopefully this helps someone.

  

  Business Response

  Date: 07/07/2025

  We are sorry for the problem with this customer's order. We list products in our online catalog that are available based on a live inventory. It's extremely rare when product that a customer purchases is no longer available but this can occassionally happen if, for example, the product on the shelf is damaged or it's the wrong part and  the last one.  
  
  This customer purchased 13 products and 2 of the products were unavailable.  We notified the customer by email and phone as soon as we discovered that 2 of the parts in his order were unavailable so he could cancel parts or choose alternative parts for his order.
  
  The customer went to our website hours after we notified him that 2 of the parts he purchased were out of stock and he canceled his entire order.
  
  The customer paid with a credit card and he cancelled his order before we charged his card (i.e., there was only a pending authorization or hold on his card for the purchase). Any "charge" the customer sees on his account is a temporary hold by his bank, not RockAuto, and his bank is responsible for releasing those funds back to his account. This happens automatically and can take anywhere from several hours to several business days depending on the customer's bank.