[ resolved, no scam, just "oem" parts quality issues ].. "Rock Auto Scam" ?

[eightynine4x4]

Does Rock Auto provide human support?
There's no phone contact, no email contact.
I got sent a faulty part, called the manufacturer (BRExhaust), they were shocked of its condition, said 100% return it to Rock Auto. So I tried contacting them again, and ended up with only one way to do so which is to attempt to use their "Return" claim, which is some kind of umbrella form to cover all issues.
I bought a 500$ C.A.R.B. compliant catalytic converter through them and after opening the package discovered one of the three studs was not mounted at all. Just a loose bolt in the box. I thought maybe this was intentional but i guess not. Also all three stud threads are not usable. They're supposed to be 10-1.5, as BRExhaust confirmed with me on phone. They don't fit, and neither does any bolt metric or standard.
After submitting the only option for communicating about this issue, the return form, i get "sorry for the inconvenience, you need to first purchase a SECOND identical catalytic converter, fully install and test it, THEN you can return your item"
This is a horrendous solution. Rock Auto, you sent me a faulty part, and you want me to send you another 500$ in hopes that your second part isn't faulty? Seriously?


Anybody ever had something like this happen at Rock Auto?

 

[Curious Hound]

I've never had that happen.

I did have to make a return once. The generic form didn't seem to be what I needed. But I did get the issue taken care of. Access to customer service is the biggest problem with RockAuto. You're not alone on that one. But it's not a scam. They do a lot of business and generally do it pretty well.

I've used them a few times.

 

[Dirtman]

It's a large company, obviously customer service is going to be complicated that's just par for the course. But like Eric said, they aren't scammers, they are highly reputable once you get a person on the phone.

 

[eightynine4x4]

It's a large company, obviously customer service is going to be complicated that's just par for the course. But like Eric said, they aren't scammers, they are highly reputable once you get a person on the phone.

Problem is it seems not possible to get someone on the phone. Phone calls lead to “we don’t do customer service via phone, please use our website”
There’s no email to reply to even after placing an order.
And there’s no contact info anywhere even after placing an order.
So to get their attention I have to ...? I have no idea. Even if I did as the form suggests, and literally order another identical $500 part, they’re just to ship it to me and not be any more in touch.
Anyone ever gotten someone on the phone?

 

[fastpakr]

Do you use social media? This would be the time to employ it to your advantage. Making your frustrations public (tactfully) can generate a quick response.

RockAuto.com

RockAuto.com. 134,983 likes · 107 talking about this. All the Parts Your Car Will Ever Need!

www.facebook.com

https://twitter.com/RockAuto_Parts

 

[Bird76Mojo]

@RockAuto

 

[Dirtman]

Problem is it seems not possible to get someone on the phone. Phone calls lead to “we don’t do customer service via phone, please use our website”
There’s no email to reply to even after placing an order.
And there’s no contact info anywhere even after placing an order.
So to get their attention I have to ...? I have no idea. Even if I did as the form suggests, and literally order another identical $500 part, they’re just to ship it to me and not be any more in touch.
Anyone ever gotten someone on the phone?

Isn't rock auto a sponsor? Pretty sure if you say your from TRS they might shuffle things along. Jim wouldn't let crap companies sponsor the site. If this is wrong delete it...

I'm not backing rock auto here...

 

[gw33gp]

RockAuto used to have real people to call for these kind of things, but they have gotten so big it would take too much time for them to be on the phone and still offer good prices. I am not justifying it, just stating the facts.

If you return the part within 90 days, they are supposed to get a shipping label issued for you to return it. Maybe you clicked on the wrong reason for returning.

I recently returned a damaged catalytic converter that had been used for about 9 months. It was still under warranty but not the warranty within 90 days. I had two options. One; return it on my buck and wait for them to look at it to verify it was a warranty issue. If it was a warranty issue they would replace it. Two; order a new one and after installing it, return the old one for them to verify warranty issue.

I chose the second option. They issued a shipping label but I had to pay the discounted shipping. After they got it and determined it was a warranty issue, they refunded the cost minus the shipping to them. Good thing they refunded, the new catalytic converter was more than double the cost I paid originally.

 

[Shran]

Do not use their idiotic return system. It is awful. Instead, send an email to service@rockauto.com and explain what's going on and firmly, politely, explain what is going on and make sure you let them know how you feel about them requiring you to buy something twice.

I have placed probably hundreds of orders through them over the years. 95% I am satisfied with. Occasionally I will get one damaged, ripped open, missing a part, or defective. That stupid return system they have will only leave you frustrated, waste your time and cost you more money. They have taken care of the problems I've had EVERY time if I just email them instead.

 

[bobbywalter]

IME...,.Any mail in besides summit and jegs and speedway is a horrendous PIA.

The majority of stuff I work on for others isz supplied by rock auto.. they handle it....I install it.

And to this point they are tops in cost effective.

Though human interaction is usually best at Napa....

 

[tinman_72]

RE: Total lack of customer support.

Since I cannot add to the other thread I am creating another. (Link here) Address on file had two numbers transposed. My fault. Here is what happened: (Personal information changed for obvious reasons.) Driver calls me on the morning of delivery. "I cannot find 1234 Anystreet." I respond, "Oh...

www.therangerstation.com

 

[fastpakr]

RE: Total lack of customer support.

Since I cannot add to the other thread I am creating another. (Link here) Address on file had two numbers transposed. My fault. Here is what happened: (Personal information changed for obvious reasons.) Driver calls me on the morning of delivery. "I cannot find 1234 Anystreet." I respond, "Oh...

www.therangerstation.com

Did you ever have any resolution on that issue?

 

[tinman_72]

Did you ever have any resolution on that issue?

Nope.

 

[Uncle Gump]

I sure do miss the days of walking into your local auto parts store that didn't have a cooperate name and just talking to a good parts guy.

 

[Jazzer]

The local NAPA guys (two locations) look annoyed when I ask them questions, frown, and peer at the computer monitor.

-Jazzer