Rockauto Customer Service Issues

I bought a full exhaust system and a catalytic converter in August. The exhaust was installed by a reputable shop that recommended Rock Auto due to my budget constraints. The new exhaust is working well, but the catalytic converter keeps triggering code P0420, indicating catalyst efficiency below the threshold, accompanied by a fluttering noise from the flex pipe. This problem was not present before the replacement. I only replaced the catalytic converter because the original flange was in bad shape. I am not seeking a refund but rather a replacement for the faulty catalytic converter. The return for the catalytic converter shows as authorized in the order status, but I am unable to print the return label to receive a replacement from Rock Auto. I need assistance as I am currently using my daughter's car while mine is out of commission. Thank you, Michael R.

Two mechanics shops misdiagnosed my daughter's car, causing me to accumulate many parts over the months that are now unnecessary. I purchased them as funds allowed. I kindly request to return most, if not all, of these parts. My order number is [redacted]59. I am a loyal customer of Rock Auto and have made multiple purchases in the past. Thank you for your attention to this matter.

Hello, I am experiencing a delay with my order #[redacted]66 through FedEx for the past 3 days. The delivery was initially scheduled for 11/10, but it did not arrive. FedEx mentioned a weather delay as the reason for the setback, even though the weather was fine. After being sent back to the facility, which is close to my location, I asked if I could pick it up but was given a complex process instead. I am hoping the package will finally reach me by the end of the day to resolve the issue it has caused for my customer, whose car repair got postponed due to the delay.

I canceled order number #[redacted]46 on November 23, [redacted]. The cancellation was confirmed, and I expected a full refund for the amount billed of $[redacted].50. However, I only received a partial refund of $89.64. I am seeking an immediate and valid explanation for this discrepancy. Simultaneously, there was another order, #[redacted]83, placed for the same parts, which I received on November 23, [redacted]. Due to not receiving a confirmation or delivery date for the initial order, I assumed it had not been shipped, leading me to place a second order. After speaking with a service representative, I was informed that the original order had been shipped, prompting me to cancel it immediately, which I did. Despite that, I only received a partial refund. I anticipate a further credit of $76.96 to my account. This experience with Rock Auto has been unsatisfactory, leading me to discontinue using your services and to advise others against doing so as well.

Hello, I need to return 2 parts from my order, but it is 5 days past the return limit. We just received the vehicle back from the body shop to install the parts. I have been attempting to contact you for the past week, but it seems the emails are bouncing back. I hope this one reaches you. Could you please make an exception for me this once? The order number is #[redacted]36, and the parts are K80567 and K80252, one each. Your assistance would be greatly appreciated as I have three vehicles in my garage. Thank you, Rich.

I purchased a wheel bearing and hub assembly for a [redacted] Subaru Outback 2.5L H4, with part number MBH512536. Upon receiving the item, I noticed that the dimensions, specifically the bolt pattern and diameters, do not match the ones listed on the company's website or the part removed from my vehicle. The dimensions on their website do align with the original part from my car. I believe I should not be charged for the shipping costs (both ways) due to the discrepancy in dimensions between the part received and the information provided on their site. Thank you, Dave

Regarding order #[redacted]44, there was supposed to be a refund processed for $30.00 to card ending in [redacted] and $11.81 to card ending in [redacted], but due to my bank account being closed, the funds could not be accepted. After speaking with the highest supervisor at Chime bank, it was confirmed that the refund was sent back to RockAuto. I am reaching out to inquire about the status of my refund and if I can receive store credit as an alternative.

I recently re-purchased strut mount kits for a [redacted] Dodge Omni. I had ordered the same items last October and finally installed them recently. Unfortunately, some of the parts in the kit were missing. I would like to know how I can ensure that the kits I just ordered are complete. Can someone please check to ensure that all the parts are included in the kits? The current order number is [redacted]23. Thank you for your assistance!

I didn't receive an invoice for my order. I would like to cancel it and return the intake manifold, which is the only item I have. I already returned the air strut, and the two brake rotors were never received. The order consists of the air strut as item 1, the intake manifold as item 2, and the front brake rotors as item 3. The order number is AP-AG14212, and it was placed over the phone at [redacted]. I am requesting a full refund of $1,[redacted].18.

Regarding Order #[redacted]01, I was expecting to receive the item the next business day for $70. Unfortunately, it arrived two days late, and one part, WTA18, was missing. I had to buy it locally to return the customer's vehicle promptly. The FedEx delivery person informed me that the box was wet and falling apart, leading her to repack the items in a new box. We checked for any other missing items together. I believe I am entitled to a partial refund for the delayed shipping and the missing part. Please credit my card accordingly. Thank you. - Greg M., Owner of Hitek Auto Repair

I bought a Timing Belt, Water Pump, and Component Kit from Rock Auto, but the tensioner has failed. I've already spent $[redacted].00 in labor costs trying to fix it, and this is the third time the vehicle has been in the shop due to this issue. Kia says the tensioner has failed, and I'm now looking to claim the warranty without having to remove the kit, which would cost another $[redacted].00. It seems like I need to return the kit with all the components according to what I found online on Rock Auto's website.

I purchased a set of "Powerstop" rotors, pads, and calipers. The shop discovered that I received two Driver side Left calipers instead of a Passenger side Caliper for my [redacted] Dodge Dakota. I tried to report the issue with my order, but the only solution offered was a refund if I return the parts. This doesn't address the problem as my truck remains only half repaired at the shop. Could you please send the correct Passenger side Powerstop caliper, part #S4756, for my order #[redacted]10? I urgently require the Passenger (Right) side caliper to complete the installation.

I placed an order for a part over a week ago with the expectation of receiving it in 2 days. However, it is still showing as shipped through FedEx. Despite receiving text messages claiming it will be delivered soon, contacting FedEx provided no useful information. I was told the shipper needs to get in touch. My name is Gregory H., at [redacted] Northeast Wygant Street in Portland, Oregon, reachable at [redacted]. I am eager to understand the status of my order promptly. Your timely assistance is greatly appreciated.

Re: Order [redacted] 10/05/22 P/N: 19B3101 Qty 2 Hello Rock, I wanted to update you that the brake calipers have been successfully installed and are functioning properly. However, I would like to address the concern I previously raised about the brackets that were included. They seemed too shallow for my [redacted] Sonata, so I ended up reusing the original brackets without any issues. I had not received any response regarding this matter, and I was hoping that you have looked into improving the brackets that come with this specific part number. Thank you, Bob

I recently received my order of a head gasket top kit, but upon inspection, I noticed some flaws. The head gasket has red rubberized glue and appears to be damaged. The intake gaskets also have some markings on them. I can't locate my order number, but my ZIP code is [redacted], and my address is [redacted] Leschi Circle Southeast, Olympia, Washington. I urgently need a replacement set of gaskets shipped to me as soon as possible to complete my vehicle repair by the promised deadline. Thank you.

I bought two different items, but I only needed one of each. They all came from the same place. I initiated a return, but I'm being asked to ship them separately. This is confusing as they originated from the same location. I need assistance to ensure I can return them in a single package to receive credit for both items. It seems illogical and costly to have to send them individually when they are all headed to the same address.

I purchased a new catalytic converter (invoice# [redacted]04) for my [redacted] Silverado [redacted] 5.3 V8. A reputable mechanic shop installed it and found a blockage in the rear catalytic converter. To replace it, I had to order a new one and will need to wait for it to arrive, then install it to ensure it works, and finally request a return on the original order. I expect to be charged for shipping. I'm disappointed by the lack of customer service or live chat from Rock Auto. I inspected the catalytic converter myself and found metal shavings blocking the rear cat. Airflow tests confirmed the issue. Now, I wait to see if it was a manufacturing fault or an installer error, potentially costing me over $[redacted]! Moving forward, I will be shopping on Amazon.

I received my order, but unfortunately, none of the items fit. The sizes were not specified in the item descriptions, leading to a mismatch in all the parts. I have not used any of the items and they are all in their original packaging. I plan to return the incorrect items and reorder the correct parts. Order number [redacted]62. The rotors are too large, and the brake pads are not the right size either. The product descriptions lacked size details, making it difficult to make accurate selections. I ordered hoping to receive the best options available. I believe I am not at fault for this mix-up and should not bear the return costs. Please provide me with the necessary instructions for returning the items so I can place a new order for the correct components. Thank you.

I’m 68 years old and shortly after receiving my part from Rock Auto, I got Covid and was hospitalized for over 2 1/2 weeks. Upon returning, I took the part to my local shop for installation, but the mechanic said it didn't fit properly. Although I ensured I ordered the right part, it seems it didn't fit my four Matic wagon even though it was labeled for a station wagon. The shop charged over $[redacted] for attempting the installation. I would like to return this part and get the correct one. Thank you for your help.

I paid extra to upgrade to International Priority Express shipping with FedEx, expecting delivery by 2/1 for a part crucial to fixing a customer's car. Two additional parts using standard USPS shipping arrived last week, but the FedEx package has not. Despite FedEx's guaranteed service, RockAuto Customer Service did not help with a claim, refund the shipping cost, or assist in any way. They mentioned needing to wait until today, Feb 7th, to address this with FedEx, but now there's no response from their team via email. I am requesting a full refund of the shipping cost immediately and follow-up with FedEx to expedite the delivery of my part.