Don't buy from RockAuto.com

Wasn't this just gone over that there are 3 different radiators for the 3.4l, now im not standing up for rock auto, but if they sent you the one that you clicked on, then isnt that your fault because you ordered the wrong part? If they sent you the wrong part number they should take it back as long as you didnt put the coolant in it (although you could just hose the coolant out and let it dry). I myself like to compare parts before i install them, so if the new one was bigger i would have noticed it before i wasted the time to install. I have been shipped the wrong stuff from rock auto before, they said they would ship me the right part but i never got around to shipping the old one back, so i doubt they would take it now.
 
In the internet age we live in, these types of threads are about the best recourse consumers have (short of lawsuits or spending tons of your personal time harassing them to get them to cooperate). They can only piss off so many customers for so long if they want to stay in business.

This type of issue is one of those things they should be more accommodating on. I bought a catalytic converter from them and it showed up smashed to hell... between that and this, I won't spend my money there in the future.
 
JohnsD90 said:
Wasn't this just gone over that there are 3 different radiators for the 3.4l, now im not standing up for rock auto, but if they sent you the one that you clicked on, then isnt that your fault because you ordered the wrong part? If they sent you the wrong part number they should take it back as long as you didnt put the coolant in it (although you could just hose the coolant out and let it dry). I myself like to compare parts before i install them, so if the new one was bigger i would have noticed it before i wasted the time to install. I have been shipped the wrong stuff from rock auto before, they said they would ship me the right part but i never got around to shipping the old one back, so i doubt they would take it now.
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I used their menu and plugged in the specifics for my vehicle. Based on that, the part I ordered and they shipped me was suppose to be a direct fit. If there are indeed 3 different radiators for the 3rd Gen 4Runner application, I would think their menu needs an update, not my ordering. The difference in height is probably about 1/4", I honestly think if you layed them next to eachother, you wouldn't notice it.
 
Sorry to hear about that, I'm sure they will stick to their policies because I've experienced the same exact run around from rockauto before. I was out a hundred bucks or so and learned a painful lesson, never order from rockauto again.
 
I`ve always compared the 2 radiators for fit on the ground. The one removed against its replacement prior to any reinstallment. I don`t like doing jobs twice for no reason.
 
I agree with Pitbull, they have a vehicle selection menu. Anyone would simply put in the year make and model of their vehicle into the selection menu and expect it to be a direct replacement part like RockAuto says it is.

Not his fault he did everything RockAuto's website asked and received a poor fitting part. If your a parts dealer, it should be your job to supply the CORRECT parts for the vehicle that you selected. Not the customers job to "inspect" a new "direct fit part" to see if it matches the old.

Although from now on would be a smart thing to do. You shouldn't have to worry about a "direct fit" not fitting.
 
so, how is this a fault of rockauto?

the OP failed to verify it was the correct radiator before HE installed it. also, its possible he failed to order the correct radiator in the first place.

all the fault lies on him. the fact that its installed AND outside of their 30 day return policy is ALSO his fault.

it sucks, but it is what it is. take responsibility for yourself, don't try to blame someone else, or make them out to be a bad guy.
 
nevada said:
so, how is this a fault of rockauto?

the OP failed to verify it was the correct radiator before HE installed it. also, its possible he failed to order the correct radiator in the first place.

all the fault lies on him. the fact that its installed AND outside of their 30 day return policy is ALSO his fault.

it sucks, but it is what it is. take responsibility for yourself, don't try to blame someone else, or make them out to be a bad guy.
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I agree he did wait past the return policy and RockAuto's policy states no returns after 30 days.

But what is RockAuto's fault is the failure to supply the correct part for the vehicle selected useing their own selection menu on their website (assuming he did selected the correct year of his T4R) its YOUR job as a parts dealer to supply the correct part for the correct vehicle. Or you should not be a parts dealer.
 
nevada said:
so, how is this a fault of rockauto?

the OP failed to verify it was the correct radiator before HE installed it. also, its possible he failed to order the correct radiator in the first place.

all the fault lies on him. the fact that its installed AND outside of their 30 day return policy is ALSO his fault.

it sucks, but it is what it is. take responsibility for yourself, don't try to blame someone else, or make them out to be a bad guy.
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First of all, the point of this thread, again, is to help others avoid having the same issue I'm having.

Second, as stated, I ordered a "direct fit" part. It's not a direct fit obviously. According to them & their website, I DID order the correct part. They're telling em the part fits. I am assuring them it does not. Not sure where you're coming up with the idea that I failed to order the correct part. (please do explain that to me)

Third, regardless of the actual situation, their customer service sucks. For that reason alone I am making them out to be the bad guy. The situation was handled poorly.

I take full responsibility for being outside their 30 day return policy. I have no issue with that. What I do have an issue with is that according to RockAuto, even if I was within the 30 day window, they still wouldn't return it since I installed it. They suggest I just throw it in there without bolting it up and test fit it by closing the hood. Wonderful idea. So I'm sure if I did that, I would've been able to close the hood. Doesn't change the fact that after I bolt it up, IT DOESN'T FIT.
 
PitbullRescuer said:
First of all, the point of this thread, again, is to help others avoid having the same issue I'm having.

Second, as stated, I ordered a "direct fit" part. It's not a direct fit obviously. According to them & their website, I DID order the correct part. They're telling em the part fits. I am assuring them it does not. Not sure where you're coming up with the idea that I failed to order the correct part. (please do explain that to me)

Third, regardless of the actual situation, their customer service sucks. For that reason alone I am making them out to be the bad guy. The situation was handled poorly.

I take full responsibility for being outside their 30 day return policy. I have no issue with that. What I do have an issue with is that according to RockAuto, even if I was within the 30 day window, they still wouldn't return it since I installed it. They suggest I just throw it in there without bolting it up and test fit it by closing the hood. Wonderful idea. So I'm sure if I did that, I would've been able to close the hood. Doesn't change the fact that after I bolt it up, IT DOESN'T FIT.
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is that their policy?
it most likely is. so again, how is that their fault?

from the information given in this thread, I don't see how they have bad customer service.

you want them to do something outside of their policy. some companies will do this, but of course they don't have to, and if they don't, that's doesn't mean they have poor customer service.
 
nevada said:
is that their policy?
it most likely is. so again, how is that their fault?

from the information given in this thread, I don't see how they have bad customer service.

you want them to do something outside of their policy. some companies will do this, but of course they don't have to, and if they don't, that's doesn't mean they have poor customer service.
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Reread how they told me to verify fitment and then explain to me how I was suppose to verify fitment without installing it?
 
I agree with [MENTION=24995]SV_Dude[/MENTION]. I would just chalk it up to a lesson learned. This was one customer's interaction with a company, and if we learn anything from it, it would be to read warranties carefully.

Just make sure that if you plan on buying parts and leaving them over 30 days, you might not want to go with Rock Auto.

I think we can argue whos fault it was, but both parties are to blame. It just sucks in a customer's perspective because all of my jobs have taught me that "the customer is right," and I still live with that motto. I know not all customer's are right, but you will at least have a happy consumer market. (Not saying you were wrong either, Pitbull)
 
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PitbullRescuer said:
Reread how they told me to verify fitment and then explain to me how I was suppose to verify fitment without installing it?
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you could have bolted it in(even loosely), and not filled it to verify for clearance.

im not saying you should have to do that, if its the CORRECT part, it should fit. but, ANY time you change a part, its up to the installer to verify its correct, REGARDLESS.

shit happens, things get miss-boxed, or mislabeled. I see it daily.
 
nevada said:
you could have bolted it in(even loosely), and not filled it to verify for clearance.

im not saying you should have to do that, if its the CORRECT part, it should fit. but, ANY time you change a part, its up to the installer to verify its correct, REGARDLESS.

shit happens, things get miss-boxed, or mislabeled. I see it daily.
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I see what you're saying. But according to them, the fact that I filled it isn't the issue, it's that I bolted it in. (aside from the 30 day thing) The difference is literally about 1/4" But it's just enough that I can't latch the hood.

Bottom line is I'm stuck with what I got. So be it. But I don't want to see other forum members in the same boat. Could be that TYC just produced a bad batch of mounts. Could be that they tweaked something slightly so it could be used in more than one application. I don't know.
 
PitbullRescuer said:
First of all, the point of this thread, again, is to help others avoid having the same issue I'm having.

regardless of the actual situation, their customer service sucks. For that reason alone I am making them out to be the bad guy. The situation was handled poorly.
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I think the point that [MENTION=84120]nevada[/MENTION] and I are trying to make is that you are bashing a company for an error that is just as much your fault as it is theirs. If I sold you something and over a month later you told me it was the wrong part, I would tell you to take a hike. Now add the fast that it is a car part, it is your responsibility to make sure that you have the right parts once you get them in the mail. You failed to do so and this makes it your fault at this point. After all this, how is their customer service bad? I'm sorry you got the wrong part but you could have handled this a little sooner and most likely would have had a better outcome.
 
I have to say I've had one issue with Rock Auto. I ordered O-rings for all of the fuel injectors. Now I know that like myself, I'm sure many of us order parts w/ the intent to install right away but life gets in the way and they sit in the garage for 6 months cuz the wife needed the kitchen back splash tiled! However, this was a pressing issue for me as I had a fuel leak from one of the injectors so I got to it right away. Before ordering, I confirmed w/ Rock Auto on the phone for the correct part number. However, when I pulled off the original o-ring i noticed a difference in size. Measured w/ a caliber and I was right. Called rock auto n spoke w/ a warehouse guy who admitted that someone must have accidentally labeled the o-rings wrong. Got a full refund but couldn't wait for an exchange n got the parts at the dealer. Whenever I order replacement parts online, I always try to check them right away for fitment issues so I don't run into this problem. Sorry to hear about that!
 
I see your point and Nevada's but I have to disagree based solely on that fact that even if I had ripped the box open the day I got it and test fit it, they're telling me they wouldn't take it back. That "just drop it in without bolting it up to verify fitment" is BS. And I think we can all agree on that. If it was blatantly over/under sized than fine but it's not. It's just a little bit off but that little bit is a big deal in this case. If you're selling a product that you're advertising as direct fit, it should be a direct fit.

And if you guys could've heard the conversation I had with this guy Mark, you too would agree that their customer service sucks. (as quite a few others have mentioned already in this thread)

Not asking anyone to agree with me. If you guys want to buy from them, by all means go right ahead. I hope you have a better outcome than I did.
 
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