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#4696371 - 03/16/18 07:23 AM Rockauto horrible customer service
Bluestream Offline

Registered: 09/13/03
Posts: 5751
Loc: Waterloo, ON
Had a simple question about a charge on my last Rockauto order. Had to send an email as no phone contact for order issues. Received a quick reply, but did not address my question. Since then they wont return my email inquires.

Anyone else had bad service from them after your order placed?
2000 VW Beetle 1.8T M5
2000 Ford Explorer 4.0 4X4
1991 BMW 735iL
"A fool and his money are soon parted" - Thomas Tusser

#4696417 - 03/16/18 08:19 AM Re: Rockauto horrible customer service [Re: Bluestream]
Char Baby Offline

Registered: 05/25/05
Posts: 9749
I love RockAuto however, I have been hearing more & more of this "poor customer satisfaction" issues concerning RA. I think that people can talk with their money(stop buying) when it come to customer service and maybe some emails to the company.
'80 Firebird FORMULA V8/4bbl-purchased "NEW"
'06 Mazda 3i 2.0L
'15 Nissan Altima 2.5 SV

#4696454 - 03/16/18 08:47 AM Re: Rockauto horrible customer service [Re: Bluestream]
Driz Offline

Registered: 09/23/07
Posts: 251
Loc: northern NY
Strange. I’ve seen absolutely the opposite in my experience. My only gripe with them is their high shipping and multiple warehouse extra shipping charges you have to watch out for. Heck my buddy ordered a set of fuel lines for a 2003 GMC truck a while back . It had a flexible section in braided stainless that came ponholed. He called and they sent him a new section right away along with a return label to return the old one. For half the price of GM and 1/3 less than local stores it was worth it and though defective those lines were top shelf .
I wouldn’t judge them too harshly based on one experience. They do have a contact number someplace. I’d call that and let them phone tag you through to the appropriate people.

#4696468 - 03/16/18 08:55 AM Re: Rockauto horrible customer service [Re: Driz]
Char Baby Offline

Registered: 05/25/05
Posts: 9749
I've had good success with RA over the last 14 yrs but, am hearing more & more dissatisfaction of late.
'80 Firebird FORMULA V8/4bbl-purchased "NEW"
'06 Mazda 3i 2.0L
'15 Nissan Altima 2.5 SV

#4696469 - 03/16/18 08:56 AM Re: Rockauto horrible customer service [Re: Bluestream]
demarpaint Offline

Registered: 07/03/05
Posts: 29383
Loc: NY
Lately I find them hit or miss, they were better a few years back.
God Bless Our Troops

#4696486 - 03/16/18 09:15 AM Re: Rockauto horrible customer service [Re: Bluestream]
Vspec Offline

Registered: 03/21/05
Posts: 410
Loc: Pennslyvania
I had a bad experience only once, about 8 years ago.

Ordered an Alternator for a specific application, long story short they sent me an alternator for a FWD version of the same motor, they didn't believe me.

I had to take photos of the right alternator off the car that was dead, and the wrong unit they sent me, and measurements between brackets and stuff to prove it to get an RMA approved.

But once I did all that non-sense they approved it no problems.
2014 Ford Focus ST
91 Nissan 240sx (SR20DET)

#4696521 - 03/16/18 09:49 AM Re: Rockauto horrible customer service [Re: Bluestream]
Whimsey Offline

Registered: 12/22/02
Posts: 4015
Loc: The Garden State
I've had good service from them over the years if I had damage or miss shipped parts and needed replacements asap. I recently ordered an air filter, cabin filter and 4 spark plugs for our Explorer. I always open and inspect the contents for damage. 2 of the plugs looked like they were dropped and the nonadjustable gap was way off. I emailed them and 2-3 days later I had 2 new plugs. I think not being able to talk to a customer service rep if you have a problem is frustrating but I'm so far ok with it considering the money I've been saving over the years. And yes, sometimes the split warehouse shipping charges can cause aggravation. But they let you know when placing the order so if need be you can try to work around it. This happened when I was adding a $1.41 oil filter to the rest of my order. They informed me that adding the oil filter increased my shipping by $6, That's a big NO crzy !


#4696541 - 03/16/18 10:10 AM Re: Rockauto horrible customer service [Re: Bluestream]
copcarguy Offline

Registered: 12/06/12
Posts: 316
Loc: PA
It used to be you could get a person on the phone, now they've changed that and customer service is online only.

#4696548 - 03/16/18 10:17 AM Re: Rockauto horrible customer service [Re: Bluestream]
thrace Offline

Registered: 08/31/02
Posts: 400
Loc: USA
Any experience with warranty return shipping? Read the fine print about policy at Rock Auto. It seemed to state shipping would be paid by me to return a radiator that leaked after less than the warranty period. So I bought an Ebay radiator to replace the leaker from Rock Auto for same price as Rock Auto. Thought that if the ebay one broke I would still be out shipping or have to buy another with either seller. And I would get Ebay's faster than waiting for any warranty replacement from R.A. . 2-3 years so far, Ebay radiator still good.

Edited by thrace (03/16/18 10:18 AM)

#4696565 - 03/16/18 10:38 AM Re: Rockauto horrible customer service [Re: Char Baby]
maverickfhs Offline

Registered: 12/28/16
Posts: 1761
Loc: VA

I believe they have 'closed' customer service number and now email is the ONLY option.

Previously, there was a number and CS was definitely helpful and cooperative.
2006 Civic EX 199K/AT
2006 Acura TSX 177K/AT

#4696622 - 03/16/18 11:37 AM Re: Rockauto horrible customer service [Re: Bluestream]
Huie83 Offline

Registered: 02/19/09
Posts: 478
Loc: Minnesota
I used to buy there all the time. My last three orders were messed up so I stopped shopping there. One came with parts that had obviously been installed and returned. The second came with the wrong brake pads in the box. The box was correct but the pads were wrong. The last a radiator was clearly bowed in the middle. Tried a second one and the plastic fill neck was snapped off....

I gave up.

Their customer service has been good though. The only thing that [censored] me off is the fast that you can no longer talk to anyone. It's all automated on their site or email.

#4696626 - 03/16/18 11:40 AM Re: Rockauto horrible customer service [Re: Bluestream]
chainblu Offline

Registered: 06/26/11
Posts: 558
Loc: Florida
A couple of weeks ago I needed a R-12 can tap. I have one, but it hasn't been used in 20 years, so it could be anywhere in my garage. So, just to get the job done, I thought if I could buy one for a few bucks it would be worth it. I saw a Clamp Style tap at Rock Auto for $4.37, but it didn't say if it was for R12 or 134a. I have a R134 to R12 adapter fitting, so it really didn't matter, but I was curious.

So I emailed customer service to see if they could tell me. The reply I got was basically: It is what it is. That's all the info we have.

I ordered it anyway. The clamp that arrived (matching P/N) was not the one in the picture. It was a dual nipple clamp that works with both types. And it clearly said on the box: For R134a and R12.

All the bum had to do was pick up the phone, call the warehouse and ask someone to pick that part in the interest of customer service.

But all I got was laziness! And a good deal on a can tap. shocked

#4696632 - 03/16/18 11:43 AM Re: Rockauto horrible customer service [Re: Bluestream]
PimTac Offline

Registered: 03/04/17
Posts: 3453
Loc: Soviet State of Washington
With the switch to email for CS instead of people my first thought is that they are reducing costs. Companies reduce costs to either make more profit or to stop $$ loss.

They might be in trouble though you will never know until one day they are closed.
2017 Mazda CX-5 Grand Touring

Valvoline Advanced Synthetic 0w20
Mobil 1 M108A EP filter

#4696678 - 03/16/18 12:25 PM Re: Rockauto horrible customer service [Re: Bluestream]
Kestas Offline

Registered: 06/04/02
Posts: 12220
Loc: The Motor City
I usually get what I order and I'm happy.

I did have one instance where they sent me a bad ignition coil out of two I ordered. After asking me how I knew it was bad, I walked them through my diagnostics, which were very logical and definitive. They responded with some stupid questions, like "did you check the fuel filter?" I eventually got the part properly replaced by Rockauto.

#4696812 - 03/16/18 02:47 PM Re: Rockauto horrible customer service [Re: Bluestream]
Rand Offline

Registered: 08/20/03
Posts: 12485
Loc: NE,Ohio
I ordered a Trailer hitch, it came all beat up with pieces hanging out of the box and a bunch of paint missing.. all the pieces were banging on each other..
scratched and dented.
They eventually gave me a full refund and told me to dispose of it. which I did to another jeep owner.

And I decided to just have the dealer install a hitch after they sent me a 25% off ad the following month.
2017 Jeep Cherokee Trailhawk V6

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