Rockauto Customer Service Issues

Hello, I am experiencing an issue with FedEx regarding additional charges for a "direct payment processing fee" that was not disclosed to me during the ordering process. I agree to pay the required taxes, but I believe the extra 18 euros fee is unjustified. I have contacted FedEx France to address this matter concerning my tracking number [redacted]. I have explained my position regarding the VAT charges and the unexpected fee. I have expressed my disappointment in the situation, as I was not given a chance to agree to these terms beforehand. I have declined the delivery due to this added fee until the matter is resolved. Should FedEx refuse to remove the charge, I would like to know how to cancel the order and receive a refund. I have been a satisfied customer in the past and hope this issue can be resolved promptly. Best Regards

Hello, I'm customer "gansan1937" seeking support. Recently, I bought various parts for my [redacted] Nissan X-Terra: four catalytic converters, ignition coils, spark plugs, and most recently, four oxygen sensors. After replacing the spark plugs and ignition coils, I noticed a misfire in all 4 cylinders on bank 2 with codes P1168 and P1286. I took it to a Nissan service center, and they replaced the throttle body and oxygen sensors, claiming they were faulty. Despite the costly repair, the check engine light reappeared shortly after. I fear they will suggest replacing the catalytic converters next. Planning to visit another shop, I need to know the make and model of the purchased catalytic converters, oxygen sensors, and coils.

I have a [redacted] Mitsubishi Eclipse GT 3.8L in Pulaski, VA [redacted]. Both the front and rear manifold with Catalytic Converter are cracked around the welds. I am Jamie M. of [redacted] Hogan's Place Pulaski, Virginia. I would like to send pictures as evidence. My front converter bank 1 has less than [redacted] miles and appears to have defective welds. This is my only mode of transportation, and I need assistance on the next steps. Please reach me at [redacted] or [redacted] I am grateful for the quick delivery from Park Avenue and hope for your support during this critical situation. Thank you to the team at Rock Auto for the help. Sincerely, Mr. Jamie Martin #[redacted]-[redacted]- [redacted]; [redacted]

I ordered the upper control arm for a [redacted] Lexus GS300, but received the wrong part from James on October 20th. Despite returning the incorrect part via FedEx, I have not received any updates. I have been trying to contact your team for weeks without success. I urgently need my car fixed as I have already paid for the correct part. It has been 3 and 1/2 weeks and I have not received the replacement or a confirmation number. Please reach out to me at [redacted]. I have been patiently waiting for assistance, but if I do not hear back by 11, I will have to escalate this matter.

Hello, my name is Charlie C. I am reaching out about my recent order #[redacted]33. Unfortunately, the delivery from DHL went to the wrong address. I have contacted DHL, and they are currently investigating the issue. I paid extra for expedited shipping, over $60, to receive my order promptly as I needed the parts for working on my car this weekend. I see on the website that the response time for order issues is three days which I assume are business days. I anticipate receiving replacements with expedited shipping. Also, I would like a refund for the original shipping cost since the fast delivery did not serve its purpose. I have been a loyal customer of Rock Auto for many years and have always had positive experiences. However, I am disappointed by the lack of an online chat system for timely issue resolution.

This is the third time I've had an issue with my orders. Every time I select a part and proceed to check out, the part listed in my confirmation is different from the one I ordered. Even when I tried to cancel the incorrect part, it ended up canceling the one above it on my list. This has caused confusion and frustration with my orders, and it's making me hesitant to make future purchases. I would appreciate a call to resolve the situation and have the money refunded to my account. Thank you.

I accidentally left my card in the car, and I suspect the person in the car took a photo of it. When we went inside, I think she may have seen my PIN. She used this information to place an unauthorized order for over five hundred dollars worth of parts from RockAuto in my name. I am Ronnie Reed and I urgently require a representative to get in touch with me as soon as possible. I did not authorize this order, and I need it to be stopped immediately.

I purchased a steering rack on April 19, [redacted] with order #[redacted]27 and installed it shortly after. I followed all the steps correctly, including replacing the high pressure lines, return line, and power steering pump. This was quite the labor-intensive task for a 61-year-old. Unfortunately, it has recently started leaking. After inspecting it multiple times, I observed fluid not only coming from the driver's side boot but also seeping from the plug area where electrical wires come out. As a long-time customer without any prior issues, I am hesitant to install another remanufactured unit in my car. I would appreciate a refund once I remove this unit. My plan is to replace it with a low-mileage used one. Thank you, John W.

I received a damaged $[redacted] catalytic converter with the internal honeycombs disintegrated. My mechanic suggested it was a warranty issue. After contacting customer service via email, I was directed to the "orders and returns" section for assistance. It's frustrating to have already spent $[redacted] and now needing to invest more time in resolving this. Rock Auto's solution is for me to purchase the part again, endure another 4-6 days of shipping, and possibly get a refund only if they deem the part meets warranty standards. The part was damaged in shipping and should be replaced, not requiring me to buy another $[redacted] item. I believe they should send a new part and include a prepaid shipping label for returning the faulty one.

On November 30th, I placed an order for items totaling around $[redacted]. Everything in the order seems to be fine except for one of the front Centric premium rotors that cost $40. Initially, I thought it may have been a manufacturing revision that wouldn't affect its use, but unfortunately, it doesn't fit my vehicle. The center hub is too narrow, and the part number 40073GCX 6[redacted]0/GCX treatment matches a Honda part. The rear rotors I ordered are correct and have the proper diameter that both fronts should have. I'm requesting the correct part, Centric premium [redacted]2, without having to wait to send the wrong part back since it was sent in the right box. It appears this was a manufacturer's mistake, as the box is dated 8/7/20 (the correct part is dated 8/10/20), and it seems like the box was never resealed, showing additional holes like a late-model Honda rotor and a difference in diameter.

I recently received a faulty part from RockAuto, which I had installed on my [redacted] Honda Accord 2.4L. The part comes with a warranty, but I am also seeking assistance with the installation costs as I initially paid for it and will now have to cover the replacement expenses too. I believe I should be fully refunded for the faulty part and compensated for the installation. Honda's service department informed me that the part I received is not suitable for my vehicle and can fit other non-matching vehicles. This discrepancy is troubling as I expected the part to be premium quality and compatible solely with my [redacted] Honda Accord 2.4L. I would appreciate speaking with a representative to address these issues promptly.

I recently received a clutch kit from Rock Auto that unfortunately turned out to be incompatible with my Ford Escort. After struggling to install it due to the mismatch, I decided to return it. However, I encountered issues with the online return system and need assistance to complete the process. I no longer have the Escort and would like to get a refund for the unused clutch kit that is still in its box. Thank you for your help in resolving this matter. -Josh

I am disappointed with the service provided by this company. I ordered an alternator for a [redacted] Toyota Sienna for my shop, selecting next business day delivery for an extra $41.99 on 12/1/[redacted]. However, I received the wrong part on 12/7/[redacted]. The lack of customer service at Rock Auto is frustrating. I believe a full refund and them covering the return shipping for the incorrect part is the right course of action. A straightforward and honest review of Rock Auto may be necessary if this issue is not swiftly resolved. I kindly request a representative to contact me promptly.

I attempted to purchase a gas tank using my Visa card, but the payment was declined. Rockauto advised me to contact my bank, which I did. The bank confirmed there were no issues with my card. However, Rockauto mentioned that the three-digit security code on the back of the card was not recognized by their system. Despite contacting my bank multiple times, they assured me that my Visa card was in good standing. I have communicated with Rockauto via email three times, and they continue to insist that the issue lies with the bank. They suggested using a different payment method, avoiding addressing their system. Despite being a frequent customer with significant purchases, Rockauto has not taken responsibility or checked their system for errors. Their response has solely focused on finding alternative payment methods instead of resolving the issue. Thank you, Ray Hyde.

I recently ordered a part that doesn't fit as described on your website. I tried to return it, but I'm being asked to pay for the return shipping and informed that the part doesn't fit. When I ordered the Doroman part number [redacted], the site indicated it was the PVC hose for a [redacted] Jeep Wrangler 2.5 L4. However, when attempting to return it, it now says it's for Ford cars like Taurus and some other models. I wouldn't have purchased this part if your site hadn't indicated it was the correct fit for my Jeep.

I placed an order for the thermostat housing V6 for my [redacted] Ford Ranger truck two weeks ago but did not receive any confirmation. I tried again two days ago, ordering the same housing and 6 plug plugs for my truck, but still no confirmation. I'm not sure what is going on. Calling the telephone number provided did not help, as the automated system spoke too quickly for me to follow. Regards, Ron R. Sr.

I am changing the fuel tank on my [redacted] Mazda Miata MX-5 special edition using the LILAND GLOBAL MAZ01 from Rock Auto. I am unsure about the additional parts required for the replacement. I noticed Bosch [redacted] and Spectrum Premium L0157 gaskets. The uncertainty is whether any of these are necessary and why there is a significant price difference between the two. Any guidance on the essential parts for proper installation would be greatly appreciated. Thank you.

Hello, I bought a pair of KYB struts with mount kits for our Kia Amanti. Sadly, before I could install them, the engine failed beyond repair. The parts are unused and in their original packaging. I am a frequent shopper at Rock Auto and was wondering if it's possible to return these items for store credit. I understand that the order is quite old, as it was placed on 09/06/[redacted], with order number [redacted]56. Thank you, J. Mulkey

Order #[redacted]04 was placed on 12-07-[redacted] with the expectation of DHL delivery, with fees paid accordingly. Unfortunately, the order was shipped via FedEx, causing inconvenience. There is a preference for DHL due to past issues with FedEx deliveries, like missed deliveries and inaccurate delivery exception details. Requesting a refund for the price difference between DHL and FedEx Ground services is essential due to the service mix-up.

I placed an order with you, and the part is scheduled for delivery tonight. Unfortunately, I won't be home to accept it. I attempted to have it redirected to the nearest FedEx location, but was informed that there are restrictions on this package from Rock Auto. My order number is [redacted]21. My name is A.K., email is [redacted], and phone number is 1-[redacted]. Is there a way to lift these restrictions so the package can be held at the FedEx office instead? Thank you.