39 DOLLARS TO OVER NIGHT...FOUR DAYS LATER NO PART...WHAT NIGHT WILL IT BE OVERNIGHTED?

**** you **** rock auto **** cheap **** rich **** ****lmhioghouigouigogkjuioguiuiopuhyy89-p-p89ty-py899-p8gy89h89-p90hhjhj0[

They want me to pay for parts I didn't receive.

Hi Jaren, I'm really disappointed in the way this has been handled. Below are the lists for purchases I've made before and after this transaction. I have been purchasing from RockAuto for 4 years and never had an issue. Even once they shipped me the wrong parts and I didn't return. Order ******* was shipped on September 29th. I had several orders from you around that time. I most likely didn't realize that I didn't receive the shipment and it was too late to make the claim or report. I didn't receive any confirmation of the product delivered in my emails. I always receive this when the product ordered from Rock Auto is delivered. The shipping company, Purolator, advised me to contact Visa to get my refund and this was normal procedure. There was no other way to communicate with RockAuto at that time. If it was available, I didn't see it on your web site. I would appreciate this consideration in your judgement if in your power to reinstate my account, And if not in your power to do so please forward this incident to a supervisor that can. Thank you in advance for your help.

Best Regards,
John

Hello,

Our credit / billing department has final say, and as they have explained, we cannot process any new orders for you unless the amount lost in the payment dispute is paid back.

Thank you,

Ashley
RockAuto Customer Service

Order NumberOrder DateOrder StatusOrder Total
*******7412/09/2023Canceled$420.*******3007/12/2023Shipped$71.*******6906/29/2023Shipped$37.*******7504/19/2023Shipped$70.*******8503/20/2023Shipped$48.*******9702/22/2023Shipped$37.*******2702/21/2023Shipped$104.*******4601/18/2023Shipped$74.*******4101/04/2023Shipped$115.*******8812/16/2022Shipped$124.82

Order NumberOrder DateOrder StatusOrder Total
*******2210/22/2021Shipped$34.*******1910/12/2021Shipped$38.*******1110/01/2021Shipped$41.*******5709/29/2021Shipped$174.*******7009/16/2021Shipped$83.*******4808/30/2021Shipped$26.*******9308/25/2021Shipped$51.*******3408/16/2021Shipped$243.*******2008/12/2021Shipped$149.*******9207/05/2021Shipped$31.43

I would give these idiots no stars if I could! I have used them for 20 years, and to be fair, they have never mailed me the wrong part, or a broken part. HOWEVER, they have screwed me with regard to shipping, as I ordered a oxygen sensor for my wife's 2017 Ford explorer xlt 3.5 engine. I ordered from Rock Auto like I have in the past, And I paid $8.99 extra for 2 day shipping. I received a E-mail on hour after placing my order informing me that I should receive my O2 sensor by Wed the 8th. I thought:Awesome, now I can get this done the next day!" Weds comes and goes, I check the tracking number, It's still In Houston.
Thursday comes, It's still in Houston,. Friday comes! It's still in Houston! Sat, and Sunday come, and it wasn't picked up at Fed Ex until Sunday night! And now today is Tuesday ONE WEEK AFTER I ORDERED IT and it says by the end of the day! Needless to say on Sat I ordered the same Motorcraft O2 sensor from O'Reilly auto online, and DID get it the following Monday! And during this wait there is no phone number to call, only E-mails of which only one of them was addressed, and as for Fed Ex, forget it! I try to talk to customer service, and the automated voice tells me it can't connect me until I put in my tracking number, so I do, and it tells me It hasn't gotten to them yet! I say representative, and same thing, tells me It can't connect me until I give the tracking number, so again I do, and on and on and on, NEVER getting to talk to a human being! No one can give me an explanation as to where my part is, and I can't do anything to my wife's car in the meantime! SO PISSED! I will not return it, as the shop where I took my car to get diagnosed said that I should replace both sensors, not just the bad one, as the other up stream sensor will give out not too much longer. I don't know who is lying as the Ashly from Rock Auto e-mailed me back telling me that Fed Ex carriers come every day, but then Fed Ex basically tells me that Rock Auto is supposed to drop it off, and I DON'T KNOW WHO TO BELIEVE! I will not send back the O2 sensor since I will need to replace the other one anyway, but then I would also have to pay for shipping too! Part came from Houston, but would get shipped back to San Diego! (I live in the Dallas Area) Not worth the hassle, and Rock Auto would probably lag getting me my refund IF I ever got my $71.99 back, (Minus $8.99 I would not get back for shipping!) This company WAS good once, but now they obviously do not give a crap about their customers! And to those on here giving 5 star reviews, and claiming the 1 star reviews are just competitors trying to make Rock Auto Look bad, BS! I am a REAL customer who got screwed, and every other complaint on here is legit! Years past I was supposed to get parts on a Thursday or Friday, and the parts show up the following Monday, screwing up my weekend when I set time aside to do the job, but then would have to re arrange my schedual to do the job. Years past I would let that go but not this time! You pay extra for quicker shipping!? Forget it! Not happening! It will show up 3 to 4 days late or longer every time! I will use someone else from now on, and there are plenty of other websites online for order OEM part I need even if it costs a little more, IT"S NOT WORTH THE HEADACHE OF ALL THIS OTHER CRAP! Plus a lot of them have GOOD customer service, and a actual phone number! Never Rock Auto ever again!.

Made a purchase for a replacement radiator on March 1st & was provider a few options for delivery by their website so thinking I'm dealing with a respectable company I went with the most expensive option ($83) for a DHL delivery on March 3rd. This is when the sad circus started. The shipment didn't make it on time, called DHL they blamed RockAuto on being late providing the part! RockAuto are very professional (scammers) coz you can't find any customer screwup (support) phone number (everybody knows that) - Their corporate number recording also states they don't do customer support calls (no kidding) only Email which toilet paper is much more useful that them.
Same pre-written message with made-up names all the way. Now the "so called" customer support has only ONE job, blaming ANYTHING & EVERYONE but RockAuto coz they are Angels & only do perfect work (Sarcasm of course coz they are the opposite)
Called DHL Express back & at least I got somebody who's helpful whom I talked to. He acknowledged what happened but also couldn't give me an ETA on the part arrival - they will do their best he said. Then he explained that there will be a refund if the part is late however they can only issue it to RockAuto (makes sense) he suggested I talk to them! (Ya Right)
The part make it very late on the 7th of March (I had already lost my paid appointment for the install - less than 24 hours cancellation; next appointment in a week of course with a new payment; had to drive the car to work so I ended up paying for 4 jars of antifreeze until the replacement was done; on top of that this radiator turned out to have a transmission fluid portion as well so by the Thursday the car had given a fault coz the Transmission fluid was low IDK that but again 4 litres of ATF came very hefty on top of the losses)
The So Called useless RockAuto customer support stole the shipping refund to themselves - what do you expect when you deal with a low quality far east scamming so called customer support - They are not born to act respectfully or even think that way. I raised the issue for a refund on the shipping with PayPal but we all know what they do (ship it back at your expense first for only the Shipping refund) for real - How many times did your parents drop you on your head when you're little for you to be that dumb & hope that I should be the same.
In short if I had gone with a local store it would've been much much cheaper.
I'm lucky coz I had a great mechanic who was able to fix the NEW part (passing the pressure test) and now the car is safe to drive again.
Ohh They Claim to have "warranty" I only pray I don't need to use it & deal with these POS again.

Just please Beware, use ANY OTHER OPTION. I've been rudely scammed by them & If you HAVE TO just pay the Least $ amount while expecting only the worst so that you're not surprised, this is an incompetent company & that's what you should expect from them.

As others have stated, they will NOT own up to their mistakes.

The customer service reps will bring up every possible reason as to how it was YOUR fault (assuming you are lucky enough to get a response). When presented with evidence that it was indeed their fault, they will still deny any wrongdoing. If they are not admitting to their mistakes, corrections cannot be made to their process and mistakes will be made again – at the cost of the customer. No, the customer is not always right. That is an archaic thought. We are humans, we make mistakes. But in my case, the customer WAS right.

On to my personal experience… I was in need of a left side headlight. For simplicity, let's say the left side headlight was $100. The right side headlight was $200. The part I need is cheaper, awesome! I order and go about my day. The following day I check my bank account, yep $100 to RockAuto. I receive a shipping confirmation email and I notice the part number was incorrect. I immediately email customer service in hopes that they can catch it before it goes out. The exchange goes as follows:

CSR 1: You must have ordered the wrong part. We're not responsible for your mistake.

Me: There must be a mix up somewhere. The part I needed was the lefthand side, which was $100. That's what I ordered and that's what I was charged. I'm being sent the righthand side, which is a $200 part. If I ordered the incorrect side, why was I not charged $200?

CSR 1: (no response)

Me: (Follow up email) Can we escalate this to someone that can help me resolve this? This is becoming a time sensitive issue as my car is undriveable at the moment.

CSR 2: You've made a mistake and ordered the wrong part. Our prices change constantly. That's why it doesn't match up.

Me: So when I ordered said part, I was charged $100. The current price is $100. Your explanation is the prices swapped between the two parts? To the exact penny? Then swapped back? (I reference the current price on their website again)

CSR 2: Yes. You opened the box and realized it was the incorrect part and now you want us to cover the return shipping cost for your mistake.

Me: The shipment is still in transit. I haven't taken delivery of it…

CSR 2: (No response)

Me: (follow up email) Can we set up a return/exchange and expedite shipping?

CSR 2: We don't do exchanges. You can ship the incorrect part back, at your expense, and order the correct part.

So I sold the incorrect part on eBay and bought the correct part from Amazon. Speaking of… Amazon and eBay are great resources for parts. They are usually cheaper than RockAuto and shipping is much faster and most times FREE. If the prices on RockAuto are cheaper, I would still recommend going with the others. Paying a little more for peace of mind is worth it. Sometimes there are hard to find parts and RockAuto is a great source for that.

RockAuto, we greasy-knuckle-busting gearheads want/need you around. But your business model will not be sustainable in the near future.

Sucks!¡!¡!¡!¡!¡!

Eventually I think this happens to everyone, your car doesn't start, hard to start or sputters along barely breaking 10mph, on the road.

The first thing you think is bad gas,
Fill your tank with no result.
Which is the worst cuz now you have to deal with a full tank if you need to remove the fuel pump out of the tank.

Troubleshoot in your driveway, no pressure at the fuel ports or you can't hear the pump buzz when you first turn the key on. Yes I checked the pigtail at the tank, it had power.

You have that sinking feeling it's the fuel pump and you just filled the damn tank full of gas.

Its a 2000 caravan with low mileage, van mostly sits so i won't miss it for a week or two.
Upon investigating under the car, ugggh.hot phoenix pavement, need a blanket to off those first degree burns.

Watching countless YouTube videos.
First thing to do is get a new fuel pump.

Local auto stores the cheapest one I could find was $100. Brands I've never heard of.

So you run back to plan B. ROCKAUTO.COM. Sorry local guys, if I don't need it now, rock auto always has more selection, and better price.

Soooo many choices from dirt cheap fuel pump $30. Up to factory Mopar $285.
I went with one in the middle with one that had good reviews $65.
I've done a few of these on different cars so BUY THE FILLER TO TANK GROMMET WHEN YOU ORDER THE PUMP.
Once I reused the grommet, it ripped in installation, I spent all afternoon driving across town to find another.

This particular model is a plastic tank lengthwise with a plastic cap holding the pump in place.

Push the van on Ramps under the wheels, always block up the car and have a fire extinguisher handy.

I was unable to siphon even a drop of gas out of the tank.
Frustrated, I eventually went under the car and ripped the wires out of the fuel pump leaving a hole just big enough to get a 1/2 inch hose fed into the tank.

Plastic tank empty,, was pretty light, so I forsook the YouTube advice about dropping the tank, floor jack, undid the straps on one side, lowered the tank just enough to slip toe old pump out and the new one back in.
Getting the screw cap off want easy, I broke a couple teeth off the cap but with a strap wrench i found at a home depot, it eventually turned, (i included pic of tank in this email) put it all together.
Took a while to get van to start,
Eventually after a couple shots of carb cleaner in the manifold the engine came to life.
This isn't the first fuel pump I've changed, probably won't be the last, but at least I know a great place to get parts for my cars.

When I purchased this item, I thought that the shipping and handling was excessive.
The return shipping was about half the original shipping. Meaning Rockauto offered
The item at a low price but charged extra for shipping to make up the difference.
Furthermore, as I stated in my original e-mail. The item was not in it original
Packaging and the clips and cotter pins were missing.
I ended up buying brake pads at Napa Auto Parts. I was given the correct parts for my
Truck the first time and all the hardware was included. My friend told me he only
Buys car parts from Amazon.com due to their free return policy.
I ask my readers.
What will Rockauto do to stay competitive?
Who will you buy your autoparts from?
A company that places all the risk on the consumer like Rockauto? Or you can go to a
Local store and not risk shipping charges in excess of 150% the value of the part
Itself! Or Amazon.com with free return shipping. I present to you only the facts on
Rockauto's return policy. The choice is yours._________________________________________________________________

It should be done by the program. Rockauto.com indicated these pads would fit my truck.
That was incorrect and you making me pay for it.-Brian

Sent from Yahoo Mail on Android

On Mon, Oct 4,2021 at 12:55 PM, RockAuto Customer Service<*******@rockauto.com>
Wrote: Dear Brian,

This vehicle used different size brakes - 4.7" and 5.3", both of which we list in the
Catalog.

When placing an order its up to you to confirm the part listing matches your vehicle
To ensure fitment. If not, the parts can be returned for a part cost refund but
Shipping costs are not covered.

Thank you,

Ashley
RockAuto Customer Service

RockAuto HELP
http://www.rockauto.com______________________________________________________________

Those dimensions do not fit a 2003
Toyota Tundra 4.7L V8 as specified in the search terms I used on Rockauto's website.

-Brian On Monday, October 4,2021, 11:05:58 AM EDT, RockAuto Customer Service
<*******@rockauto. Com> wrote: Dear Brian,

Thank you for contacting us. The brake pads ordered were listed with specific
Dimensions

In situations where parts have additional fitment notes and do not fit, the refund is
For the cost of the parts only. Shipping costs are not refunded.

Thank you,

Ashley
RockAuto Customer Service

RockAuto HELP_________________________________________________________________________

Rockauto, I was issued my "refund"
Today. I purchased a set of brake pads for a 2003 Toyota Tundra 4.8L V8 for the cost
Of $14.13 plus $11.99 shipping and handling plus tax for a total of $27.69. Rockauto
Sent me the wrong brake pads (it was the correct box containing the wrong pads). This
Is not my fault. This was a mistake committed by Rockauto. I returned the pads and
Rockauto inspected the shipment and issued me a refund (plus tax) minus the return
Shipping cost of $6.59. My "refund" equals $8.39. The total out of pocket cost to me
Was $34.28 minus the "refund" of $8.39. Therefore, Rockauto's mistake has cost me
$25.89. If you had sent me the correct brake pads and I had simply decided I didn't
Want them, that would be a completely different story. But this was your mistake, not
Mine. This is unfair to me as the customer. I need to conduct my business with a
Company worthy enough to stand behind their work. I have been swindled. You need to
Refund me the additional $25.89 otherwise I will no longer be shopping at Rockauto and
I will be bringing this issue up the Better Business Bureau as well as leaving a
Detailed review/warning to other would be customers. And of course telling all my
Mechanic friends how much they stand to lose by shopping at Rockauto. Stand behind
Your work and I will trust your company and continue to buy parts from you. I
Understand mistakes happen and my issue may have fallen through the cracks of an
Automated system. But now you know all the facts and it is time to see what you will
Do._____________________________________________________________________

Once the return(s) have arrived at the warehouse, we will inspect it and issue the
Refund within 3 business days. We will email you when the refund is issued.

You can also monitor the status of your return using our Order Status and Returns
Page.

For more information, please see our Help pages.

Thank you,

Rodney
RockAuto Customer Service
www.rockauto.com

This is in regard to order # *******.
I ordered brake pads for a 2003 Toyota Tundra 4.7 V8.
The box I received was the correct box; however, the box had been previously opened
And contained the wrong brake pads. The brake pads were not in their original plastic
Wrapping and no retaining clips or hardware was included.
The brake pads were the wrong size and do not fit on a 2003 Toyota Tundra 4.7 V8.
I have shipped the pads back to Rockauto. But you made me pay for the return
Shipping. I trust you will refund me the cost of the brake pads. But I am concerned
About the return shipping cost and the original shipping cost totaling ~13 dollars.
The mistake was Rockauto's not mine. You sent me the wrong brake pads. I should not
Have to pay the shipping for your mistake.
If I am going to continue to do business with you and need to trust your service.
Kindly refund me the original cost of the brake pads, as well as the original shipping
Cost and the return shipping cost.
Thank you, Brian

Ordered 3 parts on Saturday, August 21 and paid for expedited shipping to be delivered by Wed. August 25
Currently it is Saturday August, 28 3:30 PM One part has been delivered.
Order #*******
Saturday, August 28,2021
1:06 PM
Elkhart, IN
Delivered Left at front door. Signature Service not requested.
1:06 PM
SOUTH BEND, IN
Shipment exception Weather delay
5:38 AM
SOUTH BEND, IN
On FedEx vehicle for delivery
5:32 AM
SOUTH BEND, IN
Arrived at FedEx location
5:29 AM
SOUTH BEND, IN
At local FedEx facility
Friday, August 27,2021
7:33 PM
SOUTH BEND, IN
In transit
Thursday, August 26,2021
7:32 PM
SOUTH BEND, IN
In transit
2:55 AM
PERRYSBURG, OH
Departed FedEx location
Wednesday, August 25,2021
7:03 PM
PERRYSBURG, OH
Arrived at FedEx location
5:03 AM
PERRYSBURG, OH
In transit
Tuesday, August 24,2021
9:32 AM
KEASBEY, NJ
Departed FedEx location
Monday, August 23,2021
10:49 PM
KEASBEY, NJ
Arrived at FedEx location
7:25 PM
HOLBROOK, NY
Left FedEx origin facility
2:27 PM
HOLBROOK, NY
Arrived at FedEx location
12:57 PM
HOLBROOK, NY
Picked up
8:54 AM

Shipment information sent to FedEx

Saturday, August 28,2021
12:54 AM
PERRYSBURG, OH
Departed FedEx location
Friday, August 27,2021
2:13 PM
PERRYSBURG, OH
Arrived at FedEx location
10:24 AM
PERRYSBURG, OH
In transit
Thursday, August 26,2021
9:39 PM
WALBRIDGE, OH
In transit
9:31 AM
JERSEY CITY, NJ
Left FedEx origin facility
Wednesday, August 25,2021
10:57 PM
JERSEY CITY, NJ
Arrived at FedEx location
12:00 AM
JERSEY CITY, NJ
Picked up
Sunday, August 22,2021
10:37 PM

Shipment information sent to FedEx

Friday, August 27,2021
2:26 PM
SOUTH BEND, IN
In transit
Thursday, August 26,2021
11:38 PM
CHICAGO, IL
Departed FedEx location
8:24 PM
CHICAGO, IL
Arrived at FedEx location
9:23 AM
MEMPHIS, TN
Departed FedEx location
6:54 AM
MEMPHIS, TN
Arrived at FedEx location
Wednesday, August 25,2021
7:05 PM
MEMPHIS, TN
In transit
12:52 AM
MABELVALE, AR
Left FedEx origin facility
Tuesday, August 24,2021
1:03 PM
MABELVALE, AR
Arrived at FedEx location
12:00 AM
MABELVALE, AR
Picked up
Monday, August 23,2021
6:38 AM

Shipment information sent to FedEx