Rock Auto Reviews Warning RockAuto.com

[biddle]

Read the Trustpilot reviews before buying from Rock Auto! Everything is fine unless you have a problem with your order! Here is my story which pales in comparison to some of the ones on TrustPilot!

I've been buying parts from Rock Auto and not had a problem with the order until recently. As I always say, you find out what type of person someone is when you have a difference of opinion or problem. Same applies to business. I actually have contacts for company leaders, so I emailed a couple of them about my problem after customer service ignored several messages. I emailed the Rock Auto owner, Tom Taylor tom@rockauto.com, and received a delivery confirmation from the email server, and he 100% ignored me. The marketing manager Flamur Adili emailed back claiming that Jeff and Ashley replied to your emails on 11/5 and 11/6 which was not true. I asked him to forward the messages and he agreed, and I never got anything.

Here is the email they ignored. Basically, if you have a problem with this company, they ignore emails and messages.

Tom-
Customer service has ignored my email on 11/4 & 11/5 for an issue with a replacement part -FEL VS50458R f9r Order 15XXXXXXX. Is your company having issues because of COVID-19? Order is under ****@**********.com and I did use the website to initiate my return with understanding this is part of your business model.

Can one of you forward this to someone for help? Also, my cell is ***-***-****

Shipping department crammed a part inside a box too small and bent the part. I requested a replacement part on the website which said a replacement would ship as soon as the label scanned and I sent it back yesterday via FedEX, but the website shows you are waiting for the return for a refund and nothing about my replacement part being sent at all.

Thank you for your assistance.

PS your trustpilot reviews are filled with similar complaints. If you don't fix your customer service problems over time, you will steadily lose customers. Even if you are a successful business, if you fix these problems you read on trustpilot and BBB you could make even more money! I hope my suggestions help you! I grew up in a family business and also I am self-employed. I know things can get crazy wearing so many hats and things slip through the cracks.

 

[76Girl_MacGyver]

Read the Trustpilot reviews before buying from Rock Auto! Everything is fine unless you have a problem with your order! Here is my story which pales in comparison to some of the ones on TrustPilot!

I've been buying parts from Rock Auto and not had a problem with the order until recently. As I always say, you find out what type of person someone is when you have a difference of opinion or problem. Same applies to business. I actually have contacts for company leaders, so I emailed a couple of them about my problem after customer service ignored several messages. I emailed the Rock Auto owner, Tom Taylor tom@rockauto.com, and received a delivery confirmation from the email server, and he 100% ignored me. The marketing manager Flamur Adili emailed back claiming that Jeff and Ashley replied to your emails on 11/5 and 11/6 which was not true. I asked him to forward the messages and he agreed, and I never got anything.

Here is the email they ignored. Basically, if you have a problem with this company, they ignore emails and messages.

Tom-
Customer service has ignored my email on 11/4 & 11/5 for an issue with a replacement part -FEL VS50458R f9r Order 15XXXXXXX. Is your company having issues because of COVID-19? Order is under ****@**********.com and I did use the website to initiate my return with understanding this is part of your business model.

Can one of you forward this to someone for help? Also, my cell is ***-***-****

Shipping department crammed a part inside a box too small and bent the part. I requested a replacement part on the website which said a replacement would ship as soon as the label scanned and I sent it back yesterday via FedEX, but the website shows you are waiting for the return for a refund and nothing about my replacement part being sent at all.

Thank you for your assistance.

PS your trustpilot reviews are filled with similar complaints. If you don't fix your customer service problems over time, you will steadily lose customers. Even if you are a successful business, if you fix these problems you read on trustpilot and BBB you could make even more money! I hope my suggestions help you! I grew up in a family business and also I am self-employed. I know things can get crazy wearing so many hats and things slip through the cracks.






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I had no idea this was a thing with them. But, makes sense. I just recently had to return an order which they sent me the shipping label for. All I did was print and tape it to the box. Later I received an email telling me that I shipped it to the wrong location and therefore had to pay for it to be sent to the correct location. Which ended up being close to $10.00. I thought it was Shady, Smh.

 

[paul5456]

I never used Rock Auto until I needed a steering box rebuilt. The rebuilder suggested I contact Rock as they were cheaper than having it done it directly by them???? So I contactd Rock seeking info on how to handle it and what the price was. All I got back was a form letter which came no where near addressing the issue.

So never going to do business with them

 

[aororex]

The major problem with RockAuto is it's internet ONLY, and they do mean only. If your problem can't be resolved with their email template you are doomed.

I just sent struts back to them, which was rather a tedious process when compared to Amazon. 3 or 4 emails got my return authorization, but, they wanted the struts back in the box. Try that after a shop has changed them for you, 7 days prior. When I found out they wanted the boxes I emailed the last contact I had and it was blocked. Reply said the ticket was closed and go to Help. Went to Help with my order number and the sign said "the case was closed. What other order number would I like help with." That was the stone wall. I've packed up the 2 shocks, without boxes and an explanation, and we'll see what happens in a week or 2.

Before agreeing to the refund they wanted to ship me a replacement set, 3000 miles, BUT they wouldn't ship them until they received the ones that were on the car. None starter.
Moral of the story... they have good prices, etc, but if you run into problems it can be a time consuming and costly exercise in frustration.

P,S, I have used them a number of times before. Most recently for a set of PowerStop disks and pads. And, btw, the pads in the kit were smaller than the originals. I ended up taking photos of the original and replacement pads and contacting PowerStop. They eventually sent me a new set and confessed that their catalog had the wrong listing.