Love T4R...screw rock.Auto!!

[superdavebigD]

This will be long winded, sorry!

Rock auto does not care about their customers. Here is my gripe, and of course will NEVER use them again!

This past Monday (3/20/17) in the AM, made an order. All 4 inner/outer tie rods. Paid extra $$ for "2 day shipping." I needed to do the work THIS weekend.

Order received wednesday. So I will commend they kept their word until that point.

When I opened the boxes I found one of the MOOG outer tie rods TORN!. The boot was cut in multiple places (like someone opened with a razor blade). All 4 parts were dirty/greasy. Like a diesel mechanic, who doesn't wear gloves, put the order together. Also, the two inner tie rods, same part number, but are painted different colors, and are shaped differently .

So I call the phone number, which is no where to be found on their receipt. Go through the prompts, and the automated system keeps telling me to go online to submit return.

I'm not having that. I go ape shi* pressing buttons and the system finally says "you are # 11 in the que"...ME: "that's right biatch!"

A customer service rep gets on the phone and treats me like a 3 year old. Saying the same line over and over like a robot. "Please submit your return online, go to the home page, click on returns, And follow the prompts from there."

I was nice the whole time. I explained to Mr. Robot that I really need these parts pronto because I need to do the work this weekend. That's the whole reason I selected 2 day shipping. Otherwise, if I had all year, I would have waited for regular shipping.

What upsets me the most is they will not refund the express shipping (LIKE $5).... I understand things go wrong, mistakes happen. But don't make the customer pay for YOUR mistake. It was not a shipping mistake, was damaged before it left their facility.

On top of that, Mr. Robot would not send me another tie rod until I shipped the old one back...REALLY??? so they Eff up, then inconvenience me even more?? I have to drop what I'm doing, waste time and gas money driving to FEDEX for their mistake?? I got the return label, shipped it back yesterday. Still have not received an email or call of when will my part be shipped out. I'm still waiting.

I warrantied something through Summit, know how they handled it?? They sent me the new part right away!! All I had to do was leave the old part on my porch for the mail man to take at the same time he brings the new one. What an idea! No down time!

FU rock auto!!

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[MN4runnerman]

I've had customers at the auto parts store I work at try to return parts that they took off of their vehicle and try to pass them off as returns. Imagine their surprise when I open the box and find that they are claiming they didn't need this new ball joint(for example) and it's the rusty old one that they replaced and that they put in the box. I can imagine something like that happening to RockAuto. I've also had parts come in from the manufacturer(usually calipers and really anything that requires a core charge) that were not rebuilt at all. They just sent an old part that's been used. At least we can return them to the manufacturer.

I've had good customer service with RockAuto, summit, quadratec, and every vendor on this site. There's been issues but I always lower my expectations when it comes to online retailers. And when one really comes through(the few vendors on this site that I have done business with) then I'm really happy.

 

[Sean K.]

Rock Auto is great....until you have a problem with your order. Then it's a clusterf*ck at best. As you found....you can't get a hold of anyone and when you do....everything is done via online.

It is what it is.

 

[iBison]

I haven't ordered a lot from them, but one of the head bolts I bought for my head gasket job was slightly bent. You'd never know it causally looking at it, but it wouldn't go in right. Called them and they gave me a label to send it back.