Rock Auto customer service sucks

[LONGJP2]

Rockauto has no customer service (phone or email). My recent experience; the box was right, the part inside was wrong. No time to wait for exchange. Ordered another (paid extra for expedited delivery). Same thing, right box, wrong part. No time to wait for a third, went somewhere else. Now I have to return two parts, and pay to ship back. I specifically ordered non-core parts to avoid returns. Their return process was not user friendly for me.

 

[Apparition]

Rockauto has no customer service (phone or email). My recent experience; the box was right, the part inside was wrong. No time to wait for exchange. Ordered another (paid extra for expedited delivery). Same thing, right box, wrong part. No time to wait for a third, went somewhere else. Now I have to return two parts, and pay to ship back. I specifically ordered non-core parts to avoid returns. Their return process was not user friendly for me.

They shipped the wrong stuff and you are paying shipping?

 

[Rubicon John]

Rockauto has no customer service (phone or email). My recent experience; the box was right, the part inside was wrong. No time to wait for exchange. Ordered another (paid extra for expedited delivery). Same thing, right box, wrong part. No time to wait for a third, went somewhere else. Now I have to return two parts, and pay to ship back. I specifically ordered non-core parts to avoid returns. Their return process was not user friendly for me.

They have a phone number listed on their about us page. I’ve never had to call it before but it does make me wonder if it’s a number worth calling with a problem because they certainly aren’t advertising that number.

 

[Jramos013]

to the op: why dont just ask a friend or family to print out for you, ship it back and wait a few days? your not going anywhere anyway (asumming your not essential personel). Just did my front brakes, it took me about 2 weeks because i dint have the grease for the calipers pins and all my bleeders were rounded off. With everything is close i had to order it and wait.

 

[pagrey]

Rockauto has no customer service (phone or email).

I've forgotton to order parts serveral times. Called and talked to somebody and they fixed it right away. No wait and it was resolved in less time than it would have taken to place another order online.

 

[WallyWest]

The option they should have offered is ship out the right part immediately, with a return label. Then you have 30 days, or more since shipping is slow right now, to return the wrong product. If you don't they charge your card for the replacement they sent.

 

[Daz7]

Surely the easiest option would be to order another uni and then go through the return hoops at your own time to get a refund.

 

[qwaq]

I recently purchased 5 spicer ujoints to replace all the joints in my drive shafts. I tore down my shafts which was quite a process considering they were stock ujoints on a 1997 tj that has lived its whole life in Michigan. When I went to install my new joints I had four of the correct part number and one incorrect. Frustrated I went online and let them know so they could replace it, thinking they would just send me the correct part and it would only delay me a few days. Well when I got the email from their customer service they said I would need to fedex the part back so they could verify it was wrong prior to sending me my new part. Now a few days is likely to be more than a week. Also in Michigan we are on COV-19 lockdown, in my county we have the highest number of cases in the state so I am trying not to travel much. They gave me the option to return with fedex for free but I would need to somehow print a label and I dont have a printer (I normally use the one at work, but I cant go there) and I need to drop it off at a fedex location. So I checked the option to have the USPS mail it from my mail box and the charge was $40.86! I realize thats not RA's fault but this is now a big hassle to send this back so I asked the customer service rep if under the circumstances if they could just send the part. He replied with a flat out no, basically said its your responsibility to send it back if you want a new part. So its my job to jump through hoops to correct their mistake!

For $17 amazon prime will have it to my door in 2-3 days. I buy most of my parts from Rock Auto but honestly this is terrible service. I could understand if it was a $150 part but this is $17 and extenuating circumstances. I am reasonable, and I will send the part back but with the shipping delays and everything going on you would think they would at least make an effort to make fixing their mistake as painless as possible. Now they lost the sale, because I am still returning it, just later but they lost future sales as well.

Rant over

Welcome to roackauto. I got burned on receiving a used, scored, and damaged MOPAR oil pan, but the shipping box was in perfect condition so I didn't open it in time. There went $200.

Of course after that I learned to open the box in time. The last shipment was a product on their website that was SUPPOSED to fit. They let me return it since I received it the day before, but I had to eat both shipping charges - to me and back to them. There goes $30.

Overall, with all the losses and all the other orders, I broke even at best. They're not great. It's a gamble and you may end up better off with a local vendor.

 

[qwaq]

I lost the invoice, it's right next to the printer I don't own.


Go elsewhere then.

With all due respect, the purpose of this conversation ends up being that we find out we are not alone on getting burned by RockAuto. Yes, some of us have already learned to go elsewhere. It's good to get the word out on our experiences.

 

[Hammer24]

All these stories are why I hate buying things online. If I can find what I need within a 2 hour drive, I'll enjoy the drive.

 

[matkal]

This is one of the reasons I try to shop at brick and mortar stores.

 

[LONGJP2]

They have a phone number listed on their about us page. I’ve never had to call it before but it does make me wonder if it’s a number worth calling with a problem because they certainly aren’t advertising that number.

From their website.
"RockAuto is a completely online company. We do not have a customer service phone number to provide assistance over the phone. All of our customer service resources are available 24/7 online! Online self-service ensures consistent quality and keeps our prices low for you!"

 

[Farmergreg]

Last year I spent over $2K worth of misc with Rock to keep our aged fleet running including the kids cars.

I'm 80 miles south of Chicago, specifically ordered a caliper that came out of a Chicagoland warehouse.

Shipped USPS. Normally 2 day max to get here. Checked tracking on day 4 (car is sitting on the hoist yet) Gee why did it go to NEBRASKA? 8 day later it arrives.

Inquired with Rock as maybe they could get a refund on shipping for me since USPS clearly dropped the ball.

Response: "We can't (won't) do anything about that, if you wanted it sooner you should specify FedEx for shipping"

Oddly, I haven't ordered jack shit from them since.

 

[jeepins]

Have bought plenty from RockAuto and Amazon. Never had any problem returning to either. Amazon even easier now that you can take the box to UPS, PO or a Kohls store and literally just toss it at them. But in the business they're both in there will bound to be problems.