• Report: #511612

Complaint Review: Rock Auto

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  • Submitted: Mon, October 19, 2009
  • Updated: Fri, November 23, 2012

  • Reported By: ROCK AUTO Poor Customer Service — Newport Delaware USA
Rock Auto
601 Vickers Street Tonawanda, New York United States of America

Rock Auto - RockAuto.com Poor Customer Service/incorrect web page Tonawanda, New York

*Consumer Comment: OEM parts- NO

*Consumer Comment: Online Shopping Requires Common Sense

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I ordered a part on the web page, the page listed a correct picture and noun name of the part I needed. The part I was shipped was not the part for my car. I contacted Customer service, they stated that this was my fault, the part number listed under the correct picture was for a different part then the picture and noun name and that it was my fault because I should know the part number.  I had to pay to return the part, I had to pay to purchase the new part and they would refund my money for the incorrect part 5 business day after they get the incorrect part returned to them. I stayed very resectful on the phone to the young lady on the call even as she blamed me over and over again that I made the mistake and I should know the part number. As a side note do not order using 2 day business shipping, they are allowed one day for processing after the day you order, so unless you order the part on Monday or Tuesday you will not get the part for 5 to 7 business days, and again they know this inform you of this AFTER you pay for the part in a very nice email, again telling the Customer you are at fault not them.


This report was posted on Ripoff Report on 10/19/2009 11:55 AM and is a permanent record located here: http://www.ripoffreport.com/r/Rock-Auto/Tonawanda-New-York-14150/Rock-Auto-RockAutocom-Poor-Customer-Serviceincorrect-web-page-Tonawanda-New-York-511612. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

OEM parts- NO

AUTHOR: Adam - ()

Rockauto.com does not always supply OEM parts. I ordered what I thought to be an OEM part, but it came from Keystone Automotive Group which is now owned ny LKQ Auto. They are a remanufactured and NON OEM group. Further, rockauto.com shipped me the wrong part also. In their system, I input the year, make and model of my vehicle and it showed a pic of the part I needed. When I get it, its for a year older than my vehicle. And of course they won't rebate shipping as it was their fault.

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#2 Consumer Comment

Online Shopping Requires Common Sense

AUTHOR: SUCKA! - (USA)

Any online shopping requires common sense.  I  hate stores, so I do the majority of my shopping online.  Besides avoiding people in my way and waiting in line, I also tend to save money shopping online.  However, you have to be a smart online consumer in order to do so satisfactorily:

1.  Know the part number you are looking for.  Google what you need for the exact part number through the manufacturer.  Then, match up the part number with the online store you are shopping at.  A picture means nothing.  Generally, a generic photo is used for various items of the same category.  Wagner brake pads will have the same photo for various part numbers.

2.  Understand how the postal service system works.  Whether you are ordering from Rockauto.com, Autoanything.com, 1-800Contacts.com, Amazon.com, QVC.com, it always takes 1-2 days for processing. 2-day or overnight delivery only begins once the order has officially been processed.  If you place your online order on Wednesday, the order is processed on Friday, but post offices are closed on Sundays, you've already lost a business day.  Take into account federal holidays when postal services are closed.  It's always best to place an overnight/2-day delivery purchase online on a Monday or Tuesday (Monday if any Federal holidays fall within that week).  

3.  I've used Rockauto.com quite frequently, as have many people I know.  I've never had a problem with them, nor has anyone I know.  Same with Autoanything, 1-800 Contacts, Amazon, and QVC.  Perhaps, it's becuase we are informed online consumers.  We do our research prior to committing to anything.  You can mess up a picture, but you can't mess up a part number.  

4.  No online company should be responsible for your return if you order the incorrect part.  It's called common sense, NOT bad customer service.

No, I do not work for rockauto.com.  No, they are not paying me to give them a good review.  Simply, I think they are an awesome resource for new OEM parts delivered in great condition at wholesale prices.  I don't think your complaint towards this company has any validation whatsoever.
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