ROCKAUTO Rant

[TommyCho]

If you ever had issues with RockAuto, you probably already know what i'm about to say. For those that don't know, they do not have have customer service. That's correct, they don't have a service number, no online chat, barely an email. I had to reply to a comfirmation email from my order just to get some to reply to me. I received my 5th Gen T4R hood on monday, inspected it and notice it was bent toward the front end of it. Immediately I tried to call... oops that's right, they don't have one. How do you contact them? I'm glad you asked... what they required you to do is to submit a claim through the same system you made the purchase.... then wait. It took 2 day's just to have someone reply to me, but only after I contacted them first. The first thing they asked was did I sign for it? Actually I didn't. I was out running errands (don't worry, 6ft away) and they left the hood on my door step. But even if I did, what does that have anything to do with a poorly packaged hood? According to there system, it says I did sign for it (LIE) now they want to talk to the carrier before a decision is made. I'm pretty sure they won't do a thing, but i've never heard of this type of customer service before.

If you are thinking from ordering from them, DON'T. In the off chance your order gets messed up, i'm 90% you will get the short end of the stick.

STAY AWAY FROM ROCK AUTO.

/rant

 

[pDubs]

Not RockAuto but I actually had some wheels delivered last week from UPS. I was tracking the delivery through the tracking number and knew they were coming that day and that signature was required. I watched UPS pull up to my house, drop them off by the garage door, so I went out the front door to go sign as she's walking back towards the truck she noticed me and yelled back to me "your rims are by garage, I'll sign for you".

Luckily I have Nest Cameras so I immediately went on and saved the clip, all on film and clear as day, just incase there was damage to any of them. Luckily they are all perfectly fine. The whole signing for something thing should just be for verifying you took delivery, not you opened up whatever it was and thoroughly inspected before signing and letting the driver actually leave.

 

[TommyCho]

My point exactly.

**Update**
They closed my claim. I guess i'm keeping the hood.

 

[Muff Muff]

File a grievance with your credit card company.

 

[Whippersnapper02]

Been dealing with them for years now. No issues.

 

[LandCruiser]

You COULD file a claim with UPS.

Good luck with that.

 

[KKD989]

File a grievance with your credit card company.

This. One of the many reasons to use a credit card.

 

[CavPro]

Never buy a large piece like a hood on line and expect it to be delivered unblemished. Years ago I tried to replace the entire roof section of a Grand National due to the dealer-installed-sunroof (ASC) that was a huge POS. I went through a friends busy body shop, and we located what appeared to be the last OEM roof panel back east. On the phone we requested to pay extra to have it crated properly because he knew from past experiences that it would otherwise be shipped in a cardboard box and be ruined by the time it arrived. Well deliver day arrived and the ground shipper showed up and said "you might want to come look at it before I unload it, I don't think you're going to want it". It was not crated and it was destroyed.

I've ordered all kinds of parts (no body panels) from Rock Auto and have never had a problem with them. I would have gone OEM with a local dealer. The hood swap thing has been thoroughly discuss here elsewhere. Good luck going forward with this.

 

[JLTD]

I have ordered once from rock auto. The part came and it was the correct one. Saved $3-$4.

Every other time I have tried to order, the parts are cheap but the shipping is amazingly high… Apparently when your items come from different warehouses the shipping goes through the roof. Ends up that you can get a $20 part on rock auto and it's $35 with shipping, and you can buy the same part for $30 at your local auto parts store.

Between no customer service and the shipping issues, it's not the best place to go for parts.

 

[mteolus]

Can't you take a big pair of pliers and bend it back? Just kidding...

 

[Mudballz]

Ordered shocks for my 72 240Z on tues just got them delivered today no problem and they are cheaper then anyone else I looked at :llama:
Mike

 

[eddielasvegas]

Better verify the contents of the box(es), especially if you are not doing the work.

Ask me why I would suggest that?


Eddie

P.S. I had a '73 Z and would love to have it now.

Ordered shocks for my 72 240Z on tues just got them delivered today no problem and they are cheaper then anyone else I looked at :llama:
Mike

 

[TommyCho]

I've order from them before too and when there's no problems... everything is all good. This will be the last time.

 

[axel1]

I haven't ordered much from RA but I grabbed the supplied to do all four wheels' rotors and pads last year. Everything arrived quickly and intact. Saved me a decent chunk of change vs buying from a local parts store, and definitely way cheaper than the $800 the dealer wanted to change them.

Of course, it's real hard to damage rotors and pads. I probably would never order anything cosmetic from them, or really anywhere online that didn't specifically specialize in it.

 

[Wolfman’s Brother]

Ive been through this just not through RA, so I feel your pain. I’ve actually had great luck with RockAuto, even including receiving credit back for shipping them cores.

Regarding the customer service experience, the savings have to come from somewhere. I appreciate it’s not white glove, but what shop with low prices is these days? Navigating those mazes takes patience and persistence.

I’ve also had at least two hoods show up with bent corners during shipping from various sources so I’m now squarely in the camp with the gent above that says local pickup only on that kinda stuff now.

Finally, life is suffering. Remember that.

 

[02SE]

I used Rock Auto for a few things over the years, until I ordered an Aisin Timing Belt kit for my 3rd gen. It arrived fine, but it had a hydraulic tensioner for a Honda in the box, instead of for the 5VZ-FE. I sent emails, they replied by Email that I could send it back, and they'd send another. So I drive 10 miles to the FedEX store and send it back.

The new kit arrives. Same problem, tensioner for a Honda. I contact them again, via Email, and they say I have to pay return shipping this time. I tell them receiving the wrong part is not my fault. After some back and forth, they relent and agree to cover the cost of the return shipping, but refuse to ship out another kit.

So I ordered the kit from Amazon and finally received a kit with the right parts.

The wrong parts in the kits wasn't the fault of Rock Auto. Obviously someone at Aisin packaged some kits together incorrectly.

But their very difficult-to-use customer service did not impress me, nor their attempt to blame me for the suppliers error.

I have not used them since.

I'm also glad I knew the tensioners were wrong in the Rock Auto shipped kits, before I disassembled the front of the engine.