RockAutoReviews 1,685

I am so sick and tired of getting the run around with this company. It would be so helpful if I could call and talk to someone. This is the fourth time they have messed up my order, it will be the last.

Extremely dissatisfied with your customer service. After days of trying to return a part that doesn't fit you guys expect me to, supply the vin (which I did) supply the original OEM part number and since I dont have access to it expect me to call the dealership to obtain it, and provide photos of the old part verses the new. Your site said the part would fit my car. Nowhere in the description does it say I have to replace another part for the new part to fit. You guys refuse to refund me and are giving me a hard time. I have purchased from you for the past 3 years if not more and your customer service is giving me a hard time. Future reference for you guys. Make the customer happy, put in description that the part will require other replacement to fit, don't give the customer a hard time! Taking my business elsewhere now.

I purchased an Arnott replacement air suspension compressor kit from RockAuto, this is where the nightmare started. I received the compressor minus the kit they advertised making the installation plug and play.

Their advert states "The Arnott Air Suspension Compressor P-3431 is designed to replace the problematic Hitachi O. E. compressor. This Arnott air supply unit is built to O. E. specs and includes a bracket and cover so it can easily replace the OE pump and cover. This new compressor includes an integrated dryer, new relay, thermal overload protection, hoses and fasteners and comes pre-wired for fast plug and play installation. If replacing the OE Hitachi compressor a dealer provided software update is required."

In the reply from RockAuto (Jerry) on 12 Mar 21 I was advised:

"We're sorry for the problem with your order. We have asked our warehouse to look for the fittings and send them along with the relay."

When I queried the shipment despatch on 16 March 21 I was told the following by RockAuto (Jen):

"I'm sorry for the confusion. We're still shipping the extra parts. The order says "Canceled" because we didn't notice that you were in Australia at first, so we have to ship the parts from somewhere else instead. We'll send you tracking once we have it, but that may take a couple of business days."

Subsequent emails back and forward just resulted in nonsense replys from inarticulate staff, with a final email stating the kit does not ship with the items they advertise and I should source these elsewhere. Luckily for me I contacted Arnott direct and they acknowledged the problem and shipped the misssing components via Expresss mail.

I will never buy from RockAuto again.

Never dealt with a company with this poor of customer service. After this last time, I am now shopping down the street. I have never been so excited to pay more for an item as I am now!

Business consisting of self righteous thieves who will do anything and make any excuse possible to not have to give a refund and if a refund is unavoidable, they will still try whatever possible to minimize the amount to be refunded. I had a defective catalytic converter for which they wanted me to pay for the replacement "initially" (priced over $60 more than what I originally paid) and I'd be refunded once they'd received the defect and they'd deemed it "structurally sound" (which the part manufacturer confirmed was neither a requirement nor an assessment RockAuto was qualified to make), but no shipping costs would be refunded. Originally I paid less than $23 for shipping which now they claimed magically increased to $156 and was the best price they could offer but yet I looked into myself and was quoted $30-40 from three separate shipping companies. Ultimately I decided to deal with part manufacturer directly, who after only a brief inquiry shipped me a replacement at no cost to me as well as a return shipping label for the defect. If you are looking for a reliable company to purchase parts from and will honor the warranties they advertise then I'd advise you to look else where.

Ordered a lower grill for my 2019 ram HD. It arrived broken because who ever packaged it forced it into a box 3 inches too small. They had to hear the plastic crack but shoved it in anyway and sent it. I had to buy a new box just because the old one was too small. The replacement won't be hear fo 8 days, that a total of 12 days for a part that they bike. I don't know what kind of savages work there but I won't use them again. No phone or email support, you better know exactly what you need and hope it doesn't come broken

The Rockauto website is great, except when there is an ERROR in THEIR listing. They have no live customer service, and after trying to point out the error THEY have in their listing with the on-line system, the automated response is "it appears it was not your fault nor was it ours" therefore we will send a return label and issue a refund for the part, but not the shipping. SO I HAVE TO EAT THE SHIPPING FOR THEIR MISTAKE! WHAT A LOUSY WAY TO RUN A BUSINESS! I owned my own business for 25 years and if we made a mistake, which was rare, we refunded all the money, or replaced the part with the correct one and shipped it next day delivery, all at our expense. That's what a company with integrity does..

I needed parts pretty bad, found what i needed on RockAuto. However I am out $50 on an overnight delivery fee that never happened. It's been 2 days now and no parts. FedEx won't do anything about it either. I highly do not recommend this site if you need parts right away. They rip you off for the extra fees.

Used to be a good source NOW SCAM!
Used to be a good company and I, working in the Automotive industry, recommended them... now after a few years have gone by: Recently ordered a Carter fuel assembly; Rockauto shipped the cheaper, economy class part which they label as both "Airtex" E2244M for a higher price and as "ultra-power" for a price cheaper than the Carter: the scam is that when you go back and look, you'll think that the airtex, being more than the Carter, is a deal: it's just the same garbage part as "ultra-power". Then when one attempts to return it: endless cycles of online automated nothing: you are stuck paying 25 dollars more for the "ultra/airtex" or with shipping it back and paying more shipping etc. TOTAL SCAM NOW! See photo for proof: they list the same part number for ultra-power and airtex and both under "economy" but one listed as more than even the "daily-driver" etc. etc. SCAM!

We just ordered for the first time on the 13th and already received our order. Shipping was incredibly fast, prices were competitive with everywhere else we looked and was packaged so everything arrived super safe. Could not be happier with my experience with this company!

If you don't care about your customers enough to buy a phone and provide some kind of service you won't last long. Poor customer care, non-existent

Normally any parts i have ordered were the right ones and undamaged. My last three orders, the first two i was sent the wrong parts and the last arrived damaged. I am not sure whats going on but its getting silly. I spend more time trying to get the right part undamaged. The best part, Can i try to straighten it out to use it? Nope.

Very poor customer service, have to keep exchanging parts because they are defective and have to keep paying shipping cost for sending as well as receiving

Those ppl who don't like Rock auto are those ppl who are STEWPIT and don't know how to order the right parts. Rock auto is phenomenal however, I got the wrong part once cuz I SCREWED UP, not Rock. It's very easy to double check your item. Also very easy to find past orders. I've been using Rock for many years and will continue to do so. The one item I screwed up I sold on eBay the next day so Idk about returns cuz I don't order wrong. AGAIN, Rock makes it very easy to get the right part due to the many sub models, etc...
I LOVE ROCK AUTO!

I had purchased A door lock form Rock Auto.
1. First of all the y sent me the wrong part.
2. I had to pay the postage back for reimbursement.
3. ROCKAUTO RECIEVED THE PART AND KEPT MY MONEY.
4. NO REIMBURSEMENT BEWARE THEY WILL RIP YOU OFF!
5. DO NOT DEAL WITH THIS RIP OFF COMPANY.