Don't return anything to Rock Auto ! (credit, versus, pickup, buy)

[don1945]

I'm a long time customer of Rock Auto and their prices and shipping have always been ok. I recently placed a $500 order with them and didn't need an oil pump I ordered, so I got a shipping label from them and sent it back. The oil pump was $80 and they mistakenly issued me a $30 credit memo for a WATER PUMP. When I emailed them about it, they insisted I had sent back the water pump and made me feel like I was being called a liar.

I sent them pictures of the water pump I kept and the box it came in, and they agreed I was correct. Today I got the credit for the oil pump, look at the ridiculous restocking fee they hit me with:

Store Credit

Amount (USD): $38.29
Code: SC3A64
Expiration: 09/06/2017


Refunded Items

SEALED POWER Part # 22443498: Part: $80.79 - Re-Stocking Fee: $36.79 = Total: $44.00
ReturnLabel: - Return Shipping Deduction: $5.71

Out of an $80 part, I got less than half back. But here is the kicker, they did not charge a restocking fee for the incorrect return, so what they are doing is just sticking it to me because I complained.

Throughout this ordeal, they were extremely rude and non caring when we talked or emailed. They have zero customer service skills and frankly, just do not care if you come back or not.

Just thought I should warn anyone thinking of going there. You might save a few bucks, but that is the only thing you get when you shop there.

I was getting ready to place a $1000 order for a complete new ac system for my Mustang project, but they will not see a dime of that order now. I am going to give them a chance to do the right thing, otherwise I will file a suit in small claims court here. Not so much the money but the principle.

Don

[Rivertowntalk]

Thanks for the warning. I'll never order from a company that charges a restocking fee as they are a rip off. Sounds like they are one to definitely avoid.

[don1945]

They have always been ok, but I guess that was when they were taking my money. Now that they had to give some back, they were really horrible to deal with. Never seen a company so insensitive to good customer service in my life. Their "customer service" people were not just unpleasant, they were outright rude and better than me.

Another problem with RA is that they do not have any stores or inventory themselves. They are strictly an internet computer based company. When you place an order with them, they place an order with the manufacturer or vendor, and they drop shop it to you.

If they think I am going to go away quietly, they really don't know me very well.

Don

[southernnaturelover]

Have you saved that $36 over the years by shopping with them versus the auto parts stores?

[Nlambert]

I've had the same problems with them. A few years back, I ordered a set of coil packs to put on an Expedition that I was getting ready to travel 11 hrs in. I had two go out that morning so I jumped online and placed the order. I paid a ridiculous amount for overnight shipping (was still cheaper than a local option) and had 2 days before I had to leave so figured I had time. Shipping was guaranteed by 10:30am the following morning. At 6pm that evening I still hadn't received them. When I called their customer service line, I was told that they hadn't shipped out and would be shipping the following morning and that overnight shipping was guaranteed from the time they got to the order, not when it was placed.


I requested a cancellation and literally spent two hours on the phone arguing with the CSR because they said it was being picked. During that time I had driven to the local part store, bought the coils locally and driven back home and was already in the process of swapping them out.


They told me the order had cancelled, but when I got home from vacation guess what sat on my front porch? I called and they said that it was cancelled and had me ship the parts back. I ended up calling again to get the charge reversed but eventually they did after another hour long argument. I too will never buy from them again.

[BostonMike7]

That sucks. I've used them for years and never had an issue. Had to call them when they kept sending me a passenger side caliper when I needed drivers. Sent em pics, they sent out 2 more calipers, same thing, finally got it sorted out and never spent a dime on shipping other than my initial purchase. Was pretty happy with that.

[Cranston]

I don't see the appeal of Rock Auto....I find Amazon Prime to far superior.

[IShootNikon]

Originally Posted by Cranston

I don't see the appeal of Rock Auto....I find Amazon Prime to far superior.

$99/year. Big difference.

I have never had to do a return yet so don't know about their customer service.

I do like their selection and prices. I don't like their online ordering system is though. You really have no idea what warehouse an item is shipping from so you are playing roulette when ordering multiple items hoping they all come same warehouse to reduce shipping costs. If you order 5 items and all 5 come from different warehouses you'll pay through the nose for shipping.

Otherwise you really can't beat their prices and selection for most items.

[Nlambert]

I have Prime anyhow for other things, so I don't factor that cost in to purchasing parts. I typically use Rock Auto to look up part numbers, then go to Amazon and search that part number and buy there. Prices have been very comparable between RA and Amazon when doing it that way. Definitely much more convenient and reliable than RA in my experience.


For example, I needed a MOOG tie rod end for my Ram 2500 and RA listed it at $51 plus ground shipping. I bought the same part number from Amazon for $54 with free 2 day shipping.

[captne76]

I've bought items from them just not lately.

What I most often do is buy online and pickup locally at Advance Auto and if you do that you usually get anywhere from 20% to 60% off the store price by entering coupon and discount codes and you just drive over and pickup the item.