Rockauto Customer Service Issues

I mistakenly ordered a throttle body part for my car, but it was the incorrect type because I needed one specifically made in America for California emissions instead of the Japanese version. The return process was confusing, and I unintentionally missed the return deadline by six days while trying to rectify it. I just wanted to return the misordered part so I could purchase the correct one. I have now ordered the right part, but I haven't received a refund for the incorrect one due to the return confusion. I would appreciate assistance in returning the wrong part to you and receiving a refund since I have placed another order with your company. A phone line for direct assistance would have possibly prevented this issue. Thank you.

I have a single order with two parts from RockAuto. I'm unable to find a customer service number, and their return policy seems unclear. I didn't get a chance to work with my friend on the car, and I forgot to give the new mechanic one of the parts. The items are unused as nothing was installed. The order and delivery went smoothly. I have the packing lists and original boxes for both parts. The order consists of two different addresses from separate warehouses. I am looking to return both parts. The details of my order are as follows: Order Number: [redacted]3 RockAuto, LLC [redacted] Eagandale Blvd Eagan, MN [redacted] 1. KYB [redacted] - Strut Front Left, Except Adjustable Suspension (Quantity Shipped: 1, Quantity Ordered: 1) 2. KYB [redacted] - Strut Front Right, Except Adjustable Suspension (Quantity Shipped: 1, Quantity Ordered: 1) Order Number: [redacted]3 RockAuto, LLC [redacted] South 24th Street Fort Smith, AR [redacted] 1. Gabriel GAB [redacted] - Strut Mount (Quantity Shipped: 2, Quantity Ordered: 2) I missed the 30-day return window, as it has been around 77 days now.

Regarding order #: [redacted]83, I purchased rotors for my truck, but unfortunately, they were the wrong parts for my vehicle. Although the company is willing to cover the return shipping costs, they are not refunding the initial shipping fee. Their explanation is that since I ordered correctly based on the manufacturer's information, they believe no error was made. However, I am not an expert in parts, so I relied on their recommendation. I am requesting a full refund, including shipping both ways, totaling $[redacted].97 per rotor. The shipping cost for the order was $[redacted].95, and I believe a fair resolution would be a refund for the total amount paid. I have tried to contact them without success and would appreciate a solution to this issue to consider future purchases from them.

I purchased inner and outer tie rod ends for my [redacted] Dodge D100 5.2L V8 from RockAuto. However, upon receiving half of my order, I discovered that the part I got was incorrect. The correct part number should be MES428R from Mevotech, but I received part BA0112 in a box labeled as part number MS40836, which is definitely not suitable for my vehicle. I need to return this incorrect part and receive the right one. Additionally, there are still 4 other parts missing from my order that were supposed to be sent to the same address. I've already been refunded for the missing parts with the accurate shipping details. I hope this can be resolved promptly as I would prefer not to stop doing business with RockAuto, but if not resolved, I might have to reconsider.

Order [redacted]33 Tracking [redacted]04 and Order [redacted]31 Tracking [redacted]88 require attention. Despite paying for standard overnight shipping, the packages are delayed. The shipment from Lorain Ohio was only picked up today, causing major inconvenience as it was supposed to arrive tonight for urgent brake repairs. Over $[redacted] was spent on shipping between both orders, expecting timely deliveries. Attached are invoices and updated FedEx tracking details. The frustration is mounting as the second order, aimed for one-day shipping, is still in Indiana, missing its delivery date. Urgent action is requested to resolve these issues promptly. Your cooperation is greatly appreciated. Thank you. - Kristen/Joe Phillips

I returned the Rotor & Brake Pad Kit #[redacted]65 to RockAuto. When I used their service to generate the FedEx shipping label for $15.28, the package was successfully sent to the warehouse. RockAuto refunded the parts, tax, and the initial FedEx return shipping cost. However, an extra $26.18 for return shipping was charged unjustly, deducted from my refund. I kindly request for this mistaken charge to be reversed and credited back to my Visa account.

Hello, On October 14th, I placed a substantial order, number [redacted]04. Due to the order coming from 7 different warehouses, the shipping costs to the Netherlands were $[redacted], which seemed high. After learning about MYUS.com estimating shipping costs at $[redacted].99 to the Netherlands, I decided to give them a shot. I am currently in a difficult situation as they have all the items and are asking for $[redacted].00 to deliver them. Is there a way I can return the entire order? I still want the items, so is it possible to have them sent to one address so I can receive the order in one shipment? This is likely my only option to get the order to the Netherlands; otherwise, I will have to cancel it. Thank you for your assistance. Regards, Marc L.W.

I accidentally ordered two ACDELCO 18FR2176N (New - Uncoated) Gold / Professional Info Front Left Calipers instead of the Front Right one I needed. The extra left Caliper is still in perfect condition in the box. I would like to exchange it for calipers for a [redacted] Toyota Corolla - one for the right and one for the left. Can we arrange this? I am willing to return the unused left Caliper, pay the price difference for the correct ones, and cover the return shipping costs. Kindly let me know how we can proceed. Thank you for your understanding. Sincerely, Robert T. Pankratz: [redacted]: [redacted]

I recently purchased various parts for a restoration project. Upon examining the two radiator hoses I bought from Rockauto back in September, I realized they do not fit my vehicle despite the website's claims. One hose looks completely different from other manufacturers' hoses, and the other does not match what is currently on my vehicle. Despite reaching out to Rockauto about this issue, I was informed that it is past the 30-day return window. I believe this is a product error, and I simply need the correct hoses to finish my project. My order number is [redacted]44.

I recently ordered a Hella Xenon headlamp for my car, but I received a Phillips Xenon instead. These are two different brands with different prices. I kindly request for two options: either exchange the incorrect item with the one I ordered or refund me the price difference without any penalty. This error appears to be on the part of your management, operation team, or suppliers, not mine. My order number is: [redacted]56.

I paid extra to have my part shipped with FedEx for a 2-day delivery. The part was supposed to arrive on Monday, November 8, [redacted]. However, I have checked the tracking status, and FedEx has not received the part; it is still in Rock Auto's possession. I really need the part. Since I did not receive it on the expected date, I would appreciate some form of compensation for this inconvenience.

I ordered parts for my Kia Sedona in August but couldn't have them installed due to an injury. Upon opening the rack and pinion box recently, I discovered that the part was incorrect due to a packaging error. Although it has been over 30 days, I hope for an exception given my situation. Can you provide me with a return label to exchange the part? I am unable to afford a new $[redacted] part to fix my vehicle. Your understanding in resolving this issue is greatly appreciated. Thank you for your help. Best regards, I. Robben

Order number [redacted]63: The rack and pinion part I received was incorrect. Due to an injury, I couldn't have it installed immediately, and now that I finally opened the box, I realized the mistake. I haven't used or installed the part and am requesting a return label to exchange it for the correct one to fix my [redacted] Kia Sedona. I can't afford to buy another one and can't sell this incorrect part. I hope an exception can be made considering the circumstances. Thank you for your attention to this matter. Have a great day! Irvin Robben

Order # [redacted]48: I recently purchased spark plug wires part# [redacted] but received [redacted]. I have returned them. Additionally, I ordered a distributor cap, but it was missing from the shipment with only the rotary button included. I'm considering reordering the correct spark plug wires and the distributor cap. Despite this, I've always had good experiences with Rock Auto parts in the past. As a 72-year-old individual who struggles with computers, navigating the return process and checking on orders is challenging. A customer service number would greatly improve the customer experience. Thank you, Confused.

Order# [redacted]46: I am situated in Canada and had a part shipped to my cousin in Dearborn Heights, Michigan. Due to the border closure, I was unable to retrieve the part on time to return the core within the 6 months policy. I was assured by a customer service representative that waiting until the border reopens would not be an issue. Now, as the border is set to reopen, I am experiencing difficulty setting up a return label to send back the core and benefit from the discounted shipping rates. Despite my attempts via phone and online, the current setup on the website is not allowing me to proceed, likely due to the expiration of the 6-month period. I am hoping to arrange the return label as I plan to visit Dearborn on Dec 5th, [redacted]. Thank you for your assistance. Sincerely, Glenn.

Subject: Issue with Order [redacted]91 - Requesting Exchange or Full Refund Hello, I have encountered a problem with Order [redacted]91 placed on November 20, [redacted]. The alternator part I received does not fit my vehicle as expected. It is physically smaller than the original, has different mounting points, and electrical connections that are not compatible. When I tried to initiate a return through the Rockauto website, it stated that no mistake was made. However, the site offered only a partial refund of $[redacted].45 against the $[redacted].64 I originally paid. I believe it's unfair to penalize me for an issue caused by the website's inaccuracy and would appreciate either an exchange or a full refund without any deductions. I hope this matter can be reviewed and resolved promptly. Thank you, John P. [redacted] [redacted]

I recently purchased parts for my [redacted] Chevy Trax, including a wheel bearing. After having the wheel bearing installed and driving the vehicle, I realized the problem persists. This morning, when I attempted to initiate a return, I encountered difficulties. It's challenging to detect a defective part until it's fitted to the vehicle and driven. I believe a refund is necessary as I've incurred costs of around $[redacted] for parts and repairs. Additionally, I now need to cover labor expenses once more. Regrettably, I will be sourcing the part from a different provider going forward. If required, I am prepared to escalate this matter further. I will not be endorsing your services to others in its current state. My order number is #[redacted]63. I hope we can resolve this situation promptly.

I own a [redacted] F-[redacted] RWD with the 4.6 engine. I recently ordered an inner tie rod end for the right side, which in my truck has left-hand or reverse threads. However, I was sent a tie rod end with right-hand or standard threads. Surprisingly, it fits on the inner left side, so I decided to keep it and replace that one too. I then ordered another inner right tie rod end, but I now have two inner left tie rod ends and still need the correct inner right tie rod end. The part number I received is SES3364T. Just to confirm, the passenger side of an F-[redacted] in the USA is considered the right side, correct?

I have not received my parts from FedEx. When I contacted FedEx, they mentioned this is a common issue and advised me to reach out to you. I paid $95.60 for the undelivered items. They were unable to confirm the delivery address. Please contact me using my email [redacted] or phone numbers [redacted] or [redacted]. The order number is [redacted]89. I request a refund due to FedEx's mistake. Kindly resolve this within 24 hours, or I will seek legal assistance.

Order # [redacted]44 I mistakenly answered the return questionnaire incorrectly, resulting in my return being blocked with a message stating it's not returnable because the item wasn't intended for my vehicle. However, the part I bought was indeed meant for my vehicle, and I believe I misunderstood the question. I find it confusing that a defective product would be deemed unreturnable. Could you assist in processing the return or resetting the questions so I can accurately complete the return process? Thank you.