Rockauto Customer Service Issues

After ordering a replacement kit for the rear brakes on my [redacted] Escape and following the installation instructions, I connected the motors back to the electronic brake system. This triggered a parking brake fault and locked up the rear brakes, leading me to have the vehicle towed to the Ford dealership. The technician mentioned that the issue may be due to oversized rotors. Prior to the fault, I was able to rotate the wheels after putting in the new brake components, including new calipers. The dealership claims wrong parts were used, but unfortunately, I have discarded the packaging.

I purchased a radiator with order number [redacted]93, but it arrived damaged. The replacement I received was also damaged in the same way. I didn't even need to open the box to see the damage. I went through the return process again, this time opting for a refund. I'm frustrated because I just want a working radiator to get my car back on the road. I was charged $10.91 for return shipping on two damaged radiators, which is unfair. I feel like my time was wasted, especially since it seems like I received a previously returned item. I am requesting a full refund as this experience has been disappointing.

I purchased a right front MacPherson strut assembly for my [redacted] Prius. Unfortunately, the part arrived missing the rubber boot. I processed a return online and opted to buy a new one to speed up the process, but the replacement also had the same issue. This is frustrating and time-consuming, halting my car repair progress. I fear that requesting another replacement will yield another defective item. It appears that quality control is lacking during manufacturing and Rockauto's warehouse inspections. I am seeking a properly functioning part to be sent to me promptly at no additional cost. Order Number: [redacted] Order Details: - Monroe [redacted] - Status: DELIVERED - Tracking Number: [redacted]60

I recently purchased four coils for my [redacted] Honda Hybrid Civic, but I am having trouble fitting them in properly. The coils I received have a rounded outer shell design instead of the square design needed for a perfect fit. I believe this difference is affecting the electrical current, as the coils do not lock in securely as the original ones did. Could you please send me eight coils with the correct rectangular inner design to match the original ones? I also require a full wire set for all eight coils to ensure proper connection. Additionally, I am looking for affordable spark plugs that are durable and compatible with this car model. It is important that the coils and spark plugs match up correctly with the wires for optimal performance. Thank you for your assistance.

I am Mayor Daniel DePaul. Our commercial account ordered part number [redacted]07 for fixing police cars. We received a two-wire switch, but we need a three-wire switch, which we realized only upon its arrival. We have to order additional parts worth $[redacted]. What should I do with the unused brand-new two-wire switch since we can't return it?

I would appreciate a human responding to my inquiry. Recently, I tried to locate banjo bolts for the front calipers of my Cherokee XJ on the website, but to no avail. After obtaining part number [redacted]AA from another source, I searched for them and found that they are only available in quantities exceeding my requirement for two calipers. I suggest bundling the bolts with the pipes for convenience. It would also be helpful to offer copper washers together, as they should be replaced simultaneously. Ideally, I would like to purchase two bolts along with new pipes in a single order. Despite the company name GetHuman, a human response rather than an automated one would be preferred. I am curious why contacting a real person at Rock Auto via email seems impossible. Are there any available email addresses for customer support?

Order Number: [redacted]93 I bought a kit for my grandson's [redacted] Mazda AC, thinking the compressor was broken. However, the condenser (#[redacted], GEG161480) was missing from the shipment. After contacting Rockauto, the condenser was eventually sent to me on July 15. I recently discovered that it was actually the clutch, not the compressor, that had failed. I installed the new compressor because I couldn't find the clutch separately. Unfortunately, the new compressor leaked and could not be charged. The website is asking for receipts for items that were either included in the kit or not relevant to the issue. I wanted to return the condenser, but I was informed it's not returnable due to the order date. I've been away for a few weeks and just tried to handle this today. Can anyone offer guidance on how to address this situation? Thank you.

I purchased a set of window scrapers back in April for my son's pickup truck. The order arrived promptly and in good condition. Due to various reasons, I only got around to installing them yesterday, August 15th. Unfortunately, they turned out to be the wrong size for my [redacted] Chevrolet C-[redacted] model, as it does not have vent windows like the parts delivered do. The scrapers are approximately 6 inches too short. Despite being past the return date, I am wondering if an exchange for the correct size (about 36 inches long) is possible. Could you kindly confirm if this is feasible and provide me with a return authorization form? Thank you.

I bought a headlight assembly (TYC [redacted]00set) with Order Number [redacted]88 on Friday, August 13, [redacted], and got it on Sunday, August 15, [redacted]. After receiving another order, I installed both parts for the left and right sides of my vehicle. By Wednesday, I noticed some issues with the lighting, and upon inspection, I found two bulbs had come loose. I tried to reinsert them but struggled to do it correctly. Instead of forcing them in, I want to exchange the set. I've spent an hour trying to access the return part of the form for a return shipping label with no success. Can you assist me in resolving this matter?

Order number [redacted]71. I bought a remanufactured part recommended by GM, but it arrived defective. The hi-low button, AC button, and on-off button do not function properly. I tried to return it online for a refund but was denied because it wasn't listed for my GM3500 model; I chose GM2500 as the closest option. I am now stuck with a $[redacted].79 non-working part. I have faith in Rockauto's customer service based on my previous purchases and hope they will contact me soon via email to guide me through returning the item for a full refund. - M.W.

To whom it may concern, My name is Donald Howard, and recently I tried to make a purchase on Rockauto for the first time. The total amount was $[redacted].61 separated between two cards, $95.59 on one and $10.02 on the other. The items in the order included head bolts, head bolt washers, and a head gasket replacement set. During the checkout process, an error occurred mentioning a mismatch in the shipping address compared to my usual billing address. After updating the addresses accordingly, the purchase still couldn't go through. Subsequent attempts led to the cards being declined without a confirmation page shown. Upon contacting my bank, I discovered that one card had a pending charge of $95.59 and the other had a double charge of $10.02 each. Despite canceling the three order attempts, the funds are still pending, affecting my ability to complete the purchase. I hope to resolve this matter promptly and make a successful transaction with clear confirmation for peace of mind. Your assistance in resolving this issue is greatly appreciated. Sincerely, Don H.

I placed an order last week and was supposed to receive it by last Monday. However, I have not received all the items yet. I ordered a fan and shroud assembly, a sway bar bolt assembly, 6 quarts of transmission fluid, and a grommet for the transmission fluid dipstick. I am missing the fan and shroud assembly. The grommet I received is for a GM model, not my [redacted] Ford Ranger. The box for the bolt assembly was damaged, and most of the packing bubbles were popped. I have informed customer service and the CEO's assistant at DHL that these packages were time-sensitive due to work reasons, but I have not received a resolution. My boss paid extra for express shipping, and I am facing repercussions at work due to the delay. I am extremely dissatisfied with the lack of response and resolution. Can you please assist me in resolving this issue promptly?

I recently purchased order #[redacted]95 and encountered ongoing issues with the shocks despite replacing various parts. The shocks seem to malfunction, and the compressor activates unexpectedly, even during idle times. Despite replacing the airline and ensuring all fittings are secure, the shocks still fail to inflate correctly and exhibit piston play, emitting concerning noises over bumps. Although I have conducted thorough checks on the installation, the problem persists. Regrettably, the shocks are no longer functioning as expected, causing frustration. I am aware of the warranty coverage, but I am unable to locate the appropriate link on the order status page to file a claim. I am interested in receiving replacement parts, or alternatively, I will consider purchasing an alternative product from a different source. Thank you for your attention to this matter. Warm regards, Calvin T.

Order # [redacted]58: I purchased (4) HENGST OIL FILTERS H90W25 that do not fit a [redacted] Honda CRV 1.5 T. I have tried contacting Rockauto's call center three times for a resolution without success. I wish to talk to a representative to get a credit for the incorrect filters. The filters should not be listed for my vehicle as they are the wrong size. I am disappointed in my experience and will not be a returning customer.

Subject: Concern About Shipping Time - Rock Auto Order #[redacted]69 Dear Rock Auto Customer Service, I am writing to address my recent order, confirmation #[redacted]69, placed on Aug. 30, [redacted], for sealed power 83320cp30 rod bearings. The order was processed on Aug. 29, [redacted], and dispatched from warehouse A. The total amount charged was $[redacted].51, comprising $72.79 for the bearings, $26.99 for freight, and $7.73 for tax, all of which I have no issue with. However, I am disappointed with the estimated delivery date of Sept 8, [redacted], which amounts to a 10-day wait. Considering the small size of the package and the high shipping fee of $26.99 via UPS ground, I expected a more efficient service. A USPS parcel service would likely provide a quicker and more cost-effective delivery. Even though I have been a loyal customer of Rock Auto and will continue to be, I felt compelled to express my dissatisfaction with this particular transaction. I appreciate your attention to this matter. Sincerely, Jack F.

Hello, I own two cars, a [redacted] Golf R Mk 6 and a [redacted] Golf GTI Mk 6. I recently ordered a purge valve for my GTI, but I actually need one for my Golf R. The Golf R has a [redacted] cc FSI engine as standard in Australia, while the Golf GTI has a TSI engine. I am wondering if they use the same purge valve. I am struggling to find my Golf R on your website, even though I know you have it in the U.S. I am also in need of fuel injector seals for the Golf R. Can you assist me with this? My account is registered under [redacted], but I previously purchased items using my other email, [redacted] Thank you, John from Australia.

I am a customer named Richard P. who regularly shops with you. Roughly 10 days back, I made a purchase of a Four Seasons Blower Motor ([redacted]) for my [redacted] Toyota Land Cruiser. Initially, the noise experienced on medium and high settings was thought to be due to a failing blower motor, prompting me to buy a replacement from your store. The part was on closeout with a 30-day return policy. After both my mechanic and I returned from vacation, the mechanic discovered a nest, debris, and food from a pack-rat inside the HVAC system, causing the issue. After cleaning and spraying the system to deter pests, the original motor is now functioning properly. I would like to return the unused part in its original packaging.

On June 4, [redacted], I purchased front suspension parts totaling $[redacted].92 for my [redacted] K2500 4WD Chevy pickup. The website listed GS9706 front right lower complete arm w/ ball joint & GS9707 front left lower complete arm w/ ball joint as fitting my truck model. However, when we started replacing the parts, we found the arms were different. Upon revisiting the website, these part numbers were not compatible with my vehicle. To resolve the issue, we bought separate ball joints and installed them in the old arms. I am seeking a refund for these incorrect parts, as all other components were correct. The delay in working on the truck was due to contracting COVID, leading to hospitalization and a slow recovery for both of us.

I recently purchased 2 shocks for my truck, but unfortunately, I was sent the wrong parts. Despite selecting the correct specifications on the website for my [redacted] Dodge, 4-wheel drive, 8,[redacted] lb, 2-inch lift, the shocks I received had horizontal holes instead of the vertical threaded rod my truck requires. When I tried to initiate a return, I encountered a frustrating process filled with extra charges and complications. The website mentioned a $10.35 return fee, but when I tried to ship the item back via Federal Express, the actual cost was $44.00. This whole experience has been incredibly disappointing and more difficult than I could have imagined.

Hello, I purchased a Moog K6414 leg support on September 5th. The issue is that it should have 3 identical slots where the nuts are placed. Two slots are correct, but the third one is too wide. My old Camaro will be evaluated, and it doesn't look good with a large washer. I returned the Moog part to you, thank you for the credit. I checked your website and saw a SACHS [redacted] suspension type, which, based on the photo, appears to have all 3 slots of the same size. I would like to verify with you before ordering to ensure it's correct and avoid having to return it again. I also noticed a SWAY bar kit, which is currently unavailable. I'm wondering if I can purchase just the hardware (the collars and bolts) for the [redacted]-[redacted] Dorman without buying the bar. I'm looking forward to hearing from you. Thank you, Yvan.