The overall reputation of the company is markedly negative, with numerous customers expressing dissatisfaction with product quality and customer service. Common complaints include receiving defective or incorrect parts, inadequate shipping practices, and a convoluted return process that leaves customers feeling unsupported. Additionally, the absence of direct customer service options, such as phone support, exacerbates frustrations. While some customers appreciated the initial product selection, the prevailing sentiment is one of disappointment and distrust, suggesting a need for significant improvements in quality control and customer service responsiveness to rebuild credibility.
This summary is generated by AI, based on text from customer reviews
No customer service, you can't reach anyone if you have a problem. Returns are complicated and forget about core returns
I never received my part. Rockauto said they will only refund my money if I return the part. WHAT?! In what universe do they live where you can return a part you never received? They will not budge and refuse to refund my money.
They have no live customer service personnel. All customer service related questions/concerns are handled by email
My 81 year old ordered the wrong parts and they kept Emailing him they are shipping to the correct warehouse taking out of his refund. He got 0.00 back for refund. They dwindled his refund to nothing keeping all his money. They were rude at customer service when trying to find out what happened.
They gave me the wrong shipping label and then charged me to ship it to their "new warehouse" and then charged me for the shipping after paying 3 separate times for shipping not much left of a refund... ridiculous
They used to have a customer service they used to be good now they're sending junk parts they want you to ship it back and pay for the shipping that cost more than the park scam big time will never order parts from again. This has happened numerous times now I'm done I will turn them into the better business bureau is a scam company they should sit Federal time thanks!
Working on a old truck, ordered several parts. Most of the parts had something wrong or a missing piece. They had been repackaged. I know someone else was missing a custom bolt as was in a box and didn't go with the item. I contacted there website as instructed, they told me the part came that way. How can you have a lower ball joint w/ no boot to hold the grease? I could pay to ship it back and then they would take away the original shipping which was for the whole order. So they get the part back to sell again for someone else to go thru it, then give me zero refund. They are a online business, they will not speak with you on the phone. They say if they wanted to talk on the phone they would not be a on line business. I know there parts are a little cheaper than other places at times, when you get a cheaper part that is not usable then it is no good to have the cheaper part! There are many other places to get the same part cheaper than the parts store around the corner. Rock Auto does not care about the customer at all. They want the dollar and do not care who they steal it from by selling bad parts and not standing behind them. You might as well stand on the street and give the money away at least at the end of the day you will feel good about helping someone. With Rock all you will get is bad parts and stress. I know other people who have purchased and had the same problems! Wish I would have heard the issues before I purchased from them!
I ordered a part, said it would be delivered in about a week. 2 and a half weeks later I went to an auto parts store and bought a new one because it hasn't been delivered yet. And when it did arrive it wasn't even the right part. I will never use rock Auto again.
I bought a item and paid the extra shipping cost and the item wasn't delivered on the day promised but they refused to give me a refund for the amount paid for shipping. I wouldn't care If it was partial but at least something because now I don't have a car that could've been fixed should it arrived on time. The price isn't worth the lack of customer service I'm sticking with partsgeek.com
I have bought a lot of parts from rockauto for a 99 ford ranger and every part I buy motorcraft brand breaks within 2 years or already broke STAY AWAY from rockauto
Worst pieces of $#*! ever $#*!en cheap door panels ever for such a high price i feel robbed. Not gonna be buying $#*! from them ever again!
Got stuck on a cold night doing a brake job and the clips they supplied rubbed the rotors. It was a Brembo kit for my Toyota that they supplied. Verified several times that the right parts were selected by me and sent by them and that I chose the set of clips that had the wider rotor clearance (you have to select from two different sets of clips supplied in the kit). Found out that the clip leg that engaged to the brake bracket was too long, caused excessive binding upon assembly, and subsequently caused the clearance to the rotor to distort and rub upon installation. Found out they only have email customer service, which put me through the wringer trying to prove why the parts were defective. They put me through the task of doing their quality control investigation for them! See the attached photo showing the issue, comparing the edge view of their clip versus the factory parts that came out of my vehicle, which I explained to them in great detail. Finally as I was progressing the return ticket, sending the requested photos after only 3 hours of the last email they sent me, they closed the ticket! Save yourself the frustration and go somewhere else that had people you can call on the phone. There's a reason they don't offer customer service by phone, and it's not to save you money as they claim.
Sent me the wrong part. Was not pictured as stated on their website. Didn't notice the slight difference when installing the pulley. Car never left the driveway. They want me to buy a new part, wait for it, then return the other part that is wrong, then wait for a refund. NOPE, not doing it. I even asked them to just send me a shipping label and I'll send the part back and when they receive it, they could just refund me. Their answer was no.
So, I will no longer buy parts through them.
Paid for a part to be overnighted only for it to not fit. Rock auto refused to reimburse the overnight shipping despite listing the part incorrectly which I verified with the vehicle manufacturer. They are a scam.
Not sure if boxed wrong, built wrong, listed wrong! There is NO-ONE to talk to. They want you to just keep ordering until you get right I guess! Zero customer service or help, it will now take me weeks before this car is drivable again. I torched the front engine Ypipe off after the new walker pipe was delivered and it does not reach the rear manifold Cat about 3" short
I buy lots of Auto parts online in my business and Rock auto's site is the best, fastest and easiest to navigate of any that I've seen. Keep it up! The others can learn something from them.
I have ordered a LOT from Rockauto over the last 8 years or so. They have great prices, reasonable shipping, and big selection. The downside is when a part isnt quite right and you try to return it. They have an automated return process that asks you a bunch of questions to determine what went wrong, and ultimately if they will allow you to return the item(s). Answer one question wrong, and the part becomes ineligible for return, and you are stuck. If the part is simply defective, you probably wont have a problem, but if the part doesnt fit right, and they show it is correct for your vehicle, there's gonna be problems. MOst recent example was a set of wiper blades for my wifes car, (two different sizes). I installed the blades (trico) per instructions, and they seemed to lock into place properly. Well, in the first rain, my wife told me her blades were very noisy and werent wiping well. When I picked up the arm to look at the blade, the blade fell off the arm. The other side was almost as loose. The plastic inserts had weakened and bent inward during use, and the blades would no longer stay locked. I went through the return process for one, and got store credit. When I tried to do the other side, the website told me it was ineleigible for return because it was installed on the car. How would I know it didnt fit correctly if I didnt install it on the car? Of course now the part is locked on the website and the only recourse I have is go through the payment method, which is paypal in this case. All for a 7.00 wiper blade. BEWARE
Rock auto is the best place to buy new parts at a discount price. I've not had any trouble out of anything I have ordered. The only issue ive had was getting the wrong color part. I emailed them about a replacement which resulted in a refund, I was refunded the very next day. Rock auto is the best to say the least..
I ordered a fuel filter but it did not fit, I actually IMMEDIATELY stated it was the wrong one, they ignored me and sent it anyway. I sent it back stated I wanted a refund, they refused, kept my money and put it back in their system. SCUMBAG CRIMINALS AVOID!
RockAuto ships auto parts and body parts from over 300 manufacturers to customers' doors worldwide, all at warehouse prices. Easy to use parts catalog.