RockAutoReviews 1,685

I ordered brake rotors and pads on April 9th and installed the parts and then realized that the parts were faulty and did not work with my vehicle. After contacting customer service they said they could send me replacements and I stated that I did not want to exchange them for another set because lots of reviews stated that these were faulty so I purchased other brakes. Customer service closed the ticket and after trying to contact them 5 different times after the 90 days they finally replied to me. I'm not asking for a refund but I'm asking for a chance to be able to return these parts to get a credit to purchase other parts in the future rather than having a pile of $300 brakes sitting that are faulty and useless to me.

Rockauto has failed to deliver parts ordered listed in stock as projected for my last two orders but charged my credit card despite failure to deliver. They also no longer accept phone calls to discuss resolution of these problems. Rockauto only allows you to respond to their failures with preselected issues via their website which are to narrow to identify the problem. People ordering auto parts need them timely. Rockauto's failure to provide customer service except from their narrow perspective while missing delivery yet charging you is wrong. So yes they are cheap and yes you get lousy customer service with significantly missed delivery timing. Be Aware.

I ordered a part for a F 150 TRUCK. They sent me a part for a Van. I ordered the part on June 4,2020. However I didn't receive it until after June 25,2020. I made an appointment to have to part put on at a garage. However due to the pandemic we couldn't get an appointment until Aug. 11,2020. It was then the mechanic discovered the part they sent me was for a van and not a truck! I contacted Rock Auto immediately through email. Because that's only way they will talk to you about any concerns. They informed me although I was sent the wrong part it was past 30 days and therefore I'm out of luck. I had no reason to open the box until the part (front bumper)was ready to be put on. Bottom line Rock Auto didn't send part I ordered! And even with pandemic nothing matters! Never buy from this company! Customer Service is horrible!

I ordered a rear wheel hub assembly for my 05 Town&Country, it was a Moog on clearance for 39.99. Rock Auto sent a SKF instead. I googled it and they are a high quality bearing. After installing on my van, it makes a noise like that brand new wheel hub is bad. I purchased 2 wheel hubs for rear on this vehicle, I took it to get aligned, the mechanic tells me both rear bearings are bad, I told him " no way, I just replaced and not even 150 miles on em", so Rock Auto sold me wheel hub assembly, 2, that were factory rejects or returned, it's not easy replacing these wheel hubs. Very tired of buying stuff and getting screwed.

I bought calipers, rotors and brakes from them. The calipers destroyed the rotors/brakes. I need to talk to them to tell me they owe me new rotors/pads and that they need to talk to the company to fix this - but there is no way.

If I file for warranty they make me buy again! Screw you - not sending anymore money. Check this out, it's the rears that keep on dragging: https://www.youtube.com/watch?v=WI2hcdm3wX8 and look for the Techstream test on that channel too to see that things are working properly ECU/brake system wise.

Useless company. No help with shipping. They dont take responsibility with tbe shipping company if the product arrives late or doesnt arrive. Part should jsve arrived on wednesday. Its now monday still no delivery. They rske your money for express shipping and mske some bull$#*! excuse. Imaging doing thst to them. Buy your parts st sutozone or advanced or pepboys or whatever is around. Atleast you know you have it. Another of americas scam artists.

This company is so unprofessional! I ordered over $200 worth of parts and I paid an additional $47 for two day shipping which shows on their website that I was supposed to get it on Friday August 7th. One of my parts was held with DHL because it missed the flight and they told me they would refund my money but Rock City had to open a claim for them to send the refund. Rock City refused to open a claim to help me, in fact they tried to tell me that my order had been delivered when it had not been. After I sent them a screen shot of my order being on hold they told me that their website does not give a exact date for shipment it gives a estimated date which is not true. At the time of my order their website asked if I wanted to pay additional money for 2 day shipping to receive my order by Friday August 7th. Nowhere does it say this is a estimate date for your order to be delivered. Rock city stopped responding to my emails and they closed my ticket. Since then I have sent three additional emails and none of them have been responded to. I understand that mistakes happen but they weren't willing to help at all. This is the most unprofessional company I have ever dealt with.

Some things work out great. Some parts make you wonder how much crack cocaine their packaging department uses. About a third of my order was missing the nuts and codder pins, strut mounts didn't fit and the camber alignment adjusters came with the wrong sized washers. When they send you the wrong stuff, you're screwed. Good luck getting a return. Wouldn't recommend anything specialty from them. Their negligence has cost me an extra 3 days without my work truck. Thank you, thou may now ingest a satchel of richards

I ordered the wrong part by mistake.(To save confusion, I will call it Part#1). The estimated time of arrival came, and when I got online to see where it was, USPS said that Part#1 had never been received by them.

Under normal circumstances, I would have waited for Part#1 to come in, but I have head and neck cancer and it's life and death important that my car is operational so I can get my treatments, not to mention that my time is very limited... so, I went to the RockAuto website and followed their instructions to get a replacement part,(I will call that one, Part#2).

Several days after Part#2 was ordered, Part#1 shows up at my door, and Part#1 came along with an immediate email demanding that I either return Part#1 or pay for Part#2,(they, ~RockAuto~ said that Part#2 had shipped... BUT... the USPS showed that they had not yet received Part#2, so I waited for verification from USPS, that they had actually received Part#2, before making my decision on keeping and replacing one or both parts [hubs]).

I decided that both hubs were probably in the same shape, so I went ahead and paid for Part#2 as soon as it arrived.

THEN... My mechanic gives me the bad news, that I had actually ordered the wrong part... so not only did I have a part that I didn't need... I had TWO of them.

As both Part#1 and Part#2 were never installed, and in the exact same condition as they arrived in,(including the original packaging), I contacted RockAuto about getting a refund.

RockAuto's reply was to tell me that they could not give me a refund on Part#1(the original purchased part, that was lost and arrived late), because they have a 30 day limit on refunds... and that they cannot mail me a shipping label for Part#2. I am not a business, I am an individual. I do not own a printer, and I do not have access to get the label printed out... so, that boils down to me not being able to get a refund on that one either.

Order Number ******* Order Date 06/29/2020 Order Status Shipped Order Total $26.88

Order Number ******* Order Date 06/13/2020 Order Status Shipped Order Total $36.87

It may not be much money to most people... but it is a lot of money for me... and others may not see this as much of a hassle, but, I'm sorry... to me, the slightest bit of complication in my life, brings about massive amounts of instant and lingering pain...

I feel a deep need to help warn others about the way that this company does business.

Thank you for taking the time to read my review about this business... if I could make a suggestion,
It would be to read customer reviews on the site before ordering anything from them... if you don't see any customer reviews, there is probably a pretty good reason for the company to omit your access to review them... I hope that you are not taken in by them.
Kathy

Kathy M.
Cherokee, Alabama

I am having an issue with a part and customer service is so bad I can't get a response. I'm done with this business. Their growth has created a business best described by their own adds. Delayed shipping plus shipping costs make them not cost effective. Best bet is to develop a relationship with a local supplier and spread the word. Total reviews indicate 72% of RocAuto customers have issues and they're not addressing the issues. I am the customer. I am the boss. I am terminating RocAuto as a supplier.