RockAutoReviews 1,685

Ordered rotors & brake pads for my work van, October 5th 2020 with FedEx Ground delivery with delivery date October 22nd 2020 never received my package as a result I had to pay my mechanic to purchase and install brake pads and rotors. FedEx said they delivered package to my house which is a lie disputed charge with American Express Federal Express told American Express my package was delivered which is a lie I have to file second dispute with credit card company to get my $261 they ripped me off for. RockAuto has no in-person customer service which is perfect for them to rip off the customers I'll never order anything from them again and tell everybody I know about my experience. Rockauto sucks you don't even deserve one star. Worst experience I've ever had with a online company my advice to anyone never do business with these people

Took 14yrs to finally get parts that will not work!
I requested a refund after they sent the same parts twice! Not even trying to correct the problem! In return I was billed for the shipping charge and it was held from my refund! Only takes once to get screwed over parts that they listed to be a direct exchange and wouldn't work at all! I don't treat my customers that way and I'm not going to be treated like that! Rock auto has gone down hill ever since they removed their phone number because of the garbage they are selling! I'm done with them and removed my account! Don't buy rear wheel sensors for a 2009 gmc 4x4 because they will not bolt up!

The word assembly is a overstatement when buying parts from them. They are withholding critical details of most items. You can't ask questions at all nor about the part which is clearly avoided for liability and price gouging purposes. I bought what was listed as a complete control arm as listed only to find the parts are not included in which are needed to install the assembly. Now I'm stuck with a part I can't install due to false and lack of description and details. Not only you will have to buy the rest of the parts that actually makes the assembly complete but you will end up paying more than other websites and part stores... Returns and exchanges for the correct part or full refund is almost impossible and even more expensive! Not to mention you pay for ALL shippings! Let Rock Auto be the last resort if none at all!

This company has the worst customer service if you ever get any sort of customer service from a live human. For the past three to four years I noticed the company completely changed every time I order something they either forget to send me something in the order or they send me the wrong parts for which I'm forced to pay the shipping to return. Plenty of other websites online that do free shipping, free returns and give you good customer service. Plus what makes it even worse is their website sometimes lists parts for your vehicle that are not actually for your model. This happened to me multiple times and again you have to pay to return the product to them even though they listed it wrong on their website. Save yourself a big headache order somewhere else. Believe me the products will be better and they will actually fit your car. I included a picture of part of my latest order. It's the front brake pads for my car they were supposed to come with stainless steel clips that you replace when doing the brake pads. That's how they were listed on their website that they would come with stainless steel hardware. And they didn't. I informed them that they forgot to send them and they weren't in the box. Got a rude email from them.

This company is horrendous! Their customer service is the weakest and most disrespectful out there.
If you order parts and pay for specific shipping they will not deliver in the time you paid for. Be warned!
When you try to go to their site to get a resolution they just have a set reply saying "it's on its way". When you try to reach CS they reply via email and then when you push back on their reply they shut your "ticket" down so you can't reply anymore.
I argued with them over timing and paying for specific shipping... they said so - not sorry, shut my ticket down and wouldn't help me. You pay for what you get - RockAuto is a joke. Stay away from them!
Trust me - you overpay for shipping and oh... by the way - when you return a product... you gotta pay for their crappy shipping charges back. What a joke!
RockAuto is a commodity and you can source products from other reputable vendors.
As an FYI - Dave from their "customer service" or lack thereof was the guy who emailed me saying "no - too bad" then shut my ticket down so I could not reply. Horrible!

I actually like the ability to purchase parts for my clients automotive needs. Even with the shipping added on, most times the shipping is negligent... especially if I'm ordering parts from the same warehouse.
My issue with RockAuto is that they do not provide a method of direct contact; not even through email. I have been waiting on a shipment for a few days now and when I checked the tracking, I noticed the parcel had become damaged in transit. If you follow the guidelines as directed by RockAuto, you must locate your order (no big deal) and then make the claim that your order did not arrive. When I did it on this order, the system said the order is on the way (YEAH, it's on the way back to RockAuto). I wanted to know what the next phase of this process is... I will continue to order from RockAuto, but at the moment, they deserve a very low rating for their refusal to give customers a venue to ask questions.

They've automated everything, which, when it works is great. BUT, I ordered 2 wheels of the same size and they sent me two different sized wheels. Since you can't actually TALK to anyone, I wrote an e-mail -- NO RESPONSE! This was an expensive lesson for me. Buying from them is a ONE WAY DEAL. GOOD LUCK!
When it works, it's great. But when it doesn't, you're S**T out of luck! You are then between RockAuto and a hard place!

Factor the risk into your evaluation of options!

Disappointed Canadian customer.

Rock Auto has once again let me down. I ordered a Coolant overflow bottle for my Dodge Ram truck from Rock Auto. I installed the new Dorman Coolant overflow/ windshield washer reservoir combo bottle that they sent. Well it leaked badly. Sent back the defective part with a return label to Rockauto. I then received another from Rockauto only to find it leaked as well. Granted the design and chinese quality is inferior but to add insult to injury, Rockauto is charging me to ship the second defective unit back. Pics to prove. Poor Business practice Rockauto. Their phone number does not support a customer service line when calling in. Really Rockauto? Inferior company for sure. As an Engineer and classic auto restorer for 25 years, I have seen poor Auto industry Business practices but Rockauto is just plain terrible.