RockAuto return/exchange treatment

[WayneM]

TLDR; Beware, RockAuto can be arbitrary a**holes.

Has anyone had issues with RockAuto return/exchange policy?

I was replacing my front brake components on a 15-year previous 13WL Tundra Brake Upgrade. (BTW, S13WE is better and easier). I referenced a 2005 Tundra as the target vehicle and purchased rebuilt coated 13WL calipers with new brake lines, rotors, and pads.

First, the RH/passenger-side caliper delivered was bare (not coated as ordered). This ended OK since the coating on the other seemed junky anyway, so I painted it.

However, the big deal was that the LH/driver-side caliper dragged and caused a pull when rolling. I noticed on my test drive to seat the pads. By the time I returned, I had the tell-tale smell of burning brake pad and smoke out the left wheel well. Significant rounds of R&I/debug/investigation confirmed the top inboard piston was not retracting.

I contacted RockAuto and they accepted a caliper return, but said I had to pay return shipping and they would pay replacement shipping. ... Not my fault, but OK

The replacement caliper came. But, it had the same issue, just a different one of the 4 pistons. This time, I pulled out my linear micrometer and measured. The bottom outside piston was extended .05" farther than the matching piston on passenger side. With new pads and rotors, this is enough to make contact and drag. The drag was strong enough that I could not turn the wheel by hand.

I contacted RockAuto again. This time they said (email paraphrase) "We don't trust you. Send it back for refund. But, we will not sell you any more brake calipers. Oh, and you pay return shipping again."

After that, I ordered a rebuilt caliper from Amazon. I installed it, and everything is working great. I feel vindicated.

Clearly this was an issue with the remanufactured calipers from RockAuto vendors (specifically Centric). As you may be aware, there is almost no way to contact RockAuto. All this transpired over their Order/Return-Request forms. As much as I wanted to discuss in person, it wasn't possible. In the return form, I only stated the facts. They responded like a**holes and left me in a bad situation.
(I had already returned the initial cores - for this, maybe I am an idiot).

 

[2TH4IST]

I personally haven't had any issues with rockauto. I have returned a bunch of stuff also with no issues. Same goes with core returns, smoth and painless.

So, as with anything YMMV.

I think it has been noted that there are a lot of subpar rebuilds out there. Best to buy used calipers from junkyard or ebay or where ever and rebuild them yourself (its what I did too). It is really easy honestly.

 

[Previologist]

I dread having such issues with them because it is such a pain to communicate with them. I bought a blower motor for my van and it didn't even fit. By the time i was done with the return I vowed never to buy from them again.

But I'm about to buy from them again...

 

[SocalRunner15]

I've only had positive experiences with them, but as you noted, its impossible to speak with anyone and its all automated. Imho, for such a large company, they need to have actual customer service via phone etc...

 

[diverscale]

I had to return two times and I actually like that you don't have to wait on the phone to get the return shipping label. I didn't have any problem both times but I made sure the reason for return was super clear in the description.

 

[JustTroItIn]

One return experience with brake rotors. I paid return shipping. Went smoothly.

 

[D'arce]

I got some parts for my Superduty and even though the computer says they fit, they didn't. It was a pain to get them to take it back because in their eyes the computer is never wrong. I still get parts there and chalk it up as a rare experience.

 

[spartacus]

Apologize for the offtopic hijack.

Off topic but trying to encourage a mentality. If we can afford to, we should buy stuff from our local brick and mortar stores. Pay a little more and support the community and the residents of our town. I've come to realize what a mess it is when local stores close specially for our business needs. We've had a few commercial suppliers close in Denver and it has effected us far more then we were anticipating.

 

[2TH4IST]

I agree to a extent. I support local shops as much as I can, BUT if they are charging 20+ bucks or more over msrp or their competitors, they won't get a dime from me. Sorry but money doesn't grow on any of my trees so I have to save as much as I can.

Obviously if I need it now and can't wait yeah I'll pay the price.

But yeah, back on topic. I have a core return going through now. Key note, ship the return back on a Monday lol. Might have to buy another caliper this time, the drivers rear, sigh. That bleeder screw! Blasphemy!

 

[D'arce]

Normally I would agree as well. I am in the middle of swapping my 3rz-fe for a JDM motor. I need random gaskets and such to tidy things up. I called my local NAPA and they have told me more than once that a part is not available. When I call a dealer or go online and its no problem finding the same thing.

 

[Outrider]

I have returned 3 things to them, which all went through without a hitch, but one had me worried.

1) Dorman valve cover with a faulty interior baffle design that caused my engine to smoke. Replaced with a used one bought from a user here, and that problem went away.

2) Defective Denso reman. starter for my daughter's CR-V. Plunger would not allow pinion to reach ring gear teeth. Like an idiot, I did not test it before installing it (because Denso is a trusted brand). 10 hour job on a CR-V, each way, and an utter nightmare from hell to do (worse than the T4R starter replacement).

3) 2nd defective Denso reman. starter, with same problem. This one, I tested fully, before I would have installed it. This one had me worried that maybe I was testing it wrong. I couldn't believe that I got 2 defectives in a row from a very respected manufacturer. I called Denso about this issue, got them to email me drawings with specs that proved it was defective, and their wonderful customer service IDIOT told me to go buy another brand of starter. So, I paid the money and got a Honda OEM brand starter (I forget the brand), and it worked like a champ.

The issue with the Denso for that Honda is that Denso does not make OEM starters for that car, so they came up with something that is supposed to work (but didn't, in my case). It was like they tried to make a reman for something that never existed. Hmmmmmm.

 

[yyyames]

I've always conceeded with Rockauto i cant return they've always been prickly.

 

[Malcolm99]

Bought a spare ALT for a 92 Eclipse Turbo AWD, 2.5 years later I pulled it off the shelf to install and found out it was for a Mirage/Colt and didn't quite fit, asked for the return, they sent shipping label, and deducted shipping from original order (commy Canada to USA), got my credit and reordered, I was impressed to say the least. Always had good experience with them and buy up a lot of there discounted old stock stuff, even got a 5vz-fe aluminum water neck (t-state to rad) for $9, old stock 4g63T Purolator oil filters for $2, good deal.