Rockauto sucks, buyer beware. *updated and resolved*

[modelageek]

I love Rockauto. Never had an issue that was not readily resolved!

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[lil_Blue_Ford]

Well, the right parts finally arrived. I’m still not really happy with the lack of customer service. Looking at the magnets I’ve collected, I must have ordered from them 20-30 times. I had a couple mishaps before, one they sent a used part (it happens) and they replaced it without a problem with one quick phone call and the other I got a defective clutch line, which was replaced with a quick phone call. These last two orders got me irritated though because the one the problem was never resolved even after several phone calls and the most recent with nobody to call when the website refused to let me exchange the wrong part that was sent for the part that I ordered. I understand that mistakes happen, but it’s unsettling to have so much trouble resolving it.


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[91stranger]

ebay all the way. I've got tons of parts off ebay and everything is always what is shown in the pictures. never had an issue with shipping or parts. everything is at my house by 3-5 days. most ebay sellers are top sellers and if there is an issue they will settle it fast. I actually just ordered some fog lights on ebay and the one had a small blemish in the housing and they gave me back 1/5 of what I paid for them. no hassles. EBAY ALL THE WAY

 

[ghunt81]

That's weird, I've probably placed 20+ orders with RockAuto over the years, never had issues with their orders or with the few returns I've had to make.

If I don't need something immediately, I usually order from RockAuto. Had to do a short notice brake pad job on my wife's explorer a few weeks ago and spent $100 on brake pads at the part store that probably would have been $50-60 from RockAuto.

 

[Curious Hound]

I've had good luck with RA so far. I've had some real irritations with my local stores, though. Advance, O'Rielly and NAPA all with stocking problems and often higher prices. If I have to order because they don't have it in stock (even though the website says it's there) then I may as well order from RA or whoever gives me the best deal.

 

[85_Ranger4x4]

I've had good luck with RA so far. I've had some real irritations with my local stores, though. Advance, O'Rielly and NAPA all with stocking problems and often higher prices. If I have to order because they don't have it in stock (even though the website says it's there) then I may as well order from RA or whoever gives me the best deal.

Most places don't update that in real time. I have been caught with that with the local John Deere dealer. Qty is updated for their online thing at night, so it only shows what they had on hand at the beginning of the day. If someone got the last one at 9am you won't see that change after 5pm that same day. And if they got their stock order in at noon they might have something that afternoon they didn't show in stock the night before.

So they can be off either way...

 

[Curious Hound]

I totally understand that. But when they look in their store computer and say " yeah. We have one." And then it isn't there......[emoji13]

Repeatedly

Eric B

 

[lvwill]

The only thing I can at about rock auto is I have always got exactly what I ordered. But you have to do a little research to make sure you are actually getting a deal. Most of the time it's actually cheaper to just get the parts locally. Pep boys has a great deal if you order online and pick up in the store like 25% off and it's ready when you get there.

 

[91stranger]

I totally understand that. But when they look in their store computer and say " yeah. We have one." And then it isn't there......[emoji13]

Repeatedly

Eric B

you could call them before driving over there in hopes that they have one. I always check on the phone to make sure they have it on hand. I have about 9 different parts stores in 15 minutes in all directions from my house so I have options, just depends on which way I need to go when leaving my house.

 

[modelageek]

There are so many crappy Companies and Government services in existence that actually totally suck. We should be trashing them? Rockauto is not one of them. It is great. I grade it out as an A+.

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[Curious Hound]

you could call them before driving over there in hopes that they have one. I always check on the phone to make sure they have it on hand. I have about 9 different parts stores in 15 minutes in all directions from my house so I have options, just depends on which way I need to go when leaving my house.

You are lucky. I don't have many that close. Only 3 that I consider close to home. The staff can't be depended on to actually go and check the shelf for a phone caller. They are a hassle to deal with.

For me, it is just a lot easier to plan ahead, order online and let Brown Santa bring it to me. Going to the store is for emergencies and general supplies like brake cleaner and oil. RA has been great so far.

Eric B

 

[chewy012]

I just bought shocks, clutch kit, flywheel and slave from Rock Auto.... Plan is to do it Saturday, I hope I don't have any issues!

I've noticed auto stores are hit and miss depending... O'Reilly and advance we're awesome and always had the parts I needed in my last town. Not so much here. Had to order in spark plugs yesterday (which took FOREVER) only to find out today the dumb@ss behind the counter never actually ordered them.... I walked out. I never have luck at NAPA.

Like her before me who said, only for RTV, oil, and break clean....

Also, "I need to order some parts"... After first part... "Your total is $50"..... "I'm not done....."

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[chewy012]

I just bought shocks, clutch kit, flywheel and slave from Rock Auto.... Plan is to do it Saturday, I hope I don't have any issues!

Also, "I need to order some parts"... After first part... "Your total is $50"..... "I'm not done....."

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Sound familiar?

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[Doofy]

42 miles round trip to NAPA. 240 miles round trip to anyone else. NAPA has always been competent with very, very low turnover of personnel. If not in stock, it's in the next day.

Just have to plan ahead for online ordering. I always have a second vehicle, just in case.

 

[lil_Blue_Ford]

There are so many crappy Companies and Government services in existence that actually totally suck. We should be trashing them? Rockauto is not one of them. It is great. I grade it out as an A+.

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There are worse to deal with, that’s true. That said, my complaint was the complete lack of customer service all of a sudden. I had a problem (they sent the wrong part), which is frustrating, but understandable. Where the problem comes is that I could return the wrong part for a refund, but not an exchange for the right part which they stock. Refund would be fine if I wouldn’t have to pay shipping again for the right part. And with no customer service department to contact, what do you do? I complained loudly where it would get attention. It’s not my first or even second choice of a way to get a problem fixed, but those options weren’t available because there’s nobody to talk to.

I understand RA wanting to save money wherever they can, but there has to be someone to talk to when the automated system fails to work correctly. Not some receptionist who bluntly tells you that there’s nobody to help and hangs up on you. That’s bad business.


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