ComplaintsforRockAuto, LLC

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Radiator from ROCKAUTO's Website. It was marked as a fit for my 2005 ****** Tundra. There were no measurements on the page so I assumed it would be correct. I received the radiator and realized it was not the same height and would not fit my vehicle, even though it was advertised as being a correct fit. They refused to take a return because the cardboard box it shipped in was not in "new condition" even though when i received the box, it was already damaged. They then asked me to provide information to understand why this happened and when I provided that information another customer service *** abruptly ended the conversation and I never got a resolution. They also have not removed the item as fitting that vehicle, put any sort of indication that it is only for a specific trim of the vehicle, or added dimensions of the radiator so that it is not incorrectly purchased by anyone else, which seems intentionally deceitful.

  

  Business response

  11/22/2024

  Were sorry for the problem with this customer's order. We discovered we had an error on our website. As this is our mistake, we will issue him a full refund for the part and associated shipping.
  
  We will refund him without having him send the incorrect part back to us. We will refund his original payment method within 3 business days. and send an email when the refund is issued.

  Customer response

  11/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** **********
  

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 10th 2024, I purchased four rotors, parts AX900798 and AX900796, for a 2014 ******* ******* 3.8 Track from the Rockauto website. The parts were found under the subheading for the ******* ******* coupe and the parts were further labeled to be compatible for the 3.8 Track model. When the rotors were to be installed on the car, the first was found to be nearly one inch larger in diameter than the rotors that were installed on the car. The larger diameter rotor was completely incompatible and would be impossible to mount with the brake calipers. When I attempted to contact Rockauto, who have no customer service through phone or even webchat, but solely through email, I was informed that I would have to pay for part of the return shipping. After the items were returned by ***** on November 13, 2024, a refund from Rockauto was sent back to ****** for the amount of 84.46$ minus 11.58$ for the return label. Despite all four rotors being returned in original packaging and never installed since they were obviously larger than the oem rotors; Rockauto has kept over 60$ of the original purchase price despite the glaring fact that these were either clearly mislabelled on the website for fitment on that type of model or the rotors themselves were placed into the wrong packages. In any case, the parts were not as represented on their website to be compatible with a 2014 ******* ******* ***** 3.8 Track. The lack of customer service makes it nearly impossible to communicate any issue and resolve them.

  

  Business response

  11/20/2024

  We are sorry that this customer was unable to use the front and rear brake rotors that he purchased for his 2013 ******* ******* COUPE 3.8L V6.  The rotors he purchased for both the front and rear are listed for the 'Track' version of his vehicle and that corresponds to a larger diameter rotor in the front and rear compared to other trim packages available for the 2013 ******* ******* COUPE 3.8L V6.  The front rotors he purchased should have an outside diameter of 340mm and the rear rotors should have an outside diameter of 330mm-- nearly an inch larger for both front and rear rotors compared to the option for the Grand Touring trim package. Based on the information the customer has provided us he correctly received the rotors that he chose online and possibly ordered wrong (ie, he doesn't have the 'Track' version), otherwise it's not clear why he has smaller rotors if his vehicle is the 'Track' version.  None of the information the customer has provided us indicates that we sent him an incorrect part despite the parts not fitting.  We authorized a return for a full refund of the part cost but as our Return Policy explains "Shipping charges are not refundable unless the return is due to our mistake."

  Customer response

  11/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The car manual, paperwork and every other part i have purchased for the car applies to the track model as stated in the complaint
  
  Regards,
  
  **** *****

  

  Business response

  11/21/2024

  Please, refer to our original response.

  Customer response

  11/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I don't expect anything else from Rockauto. I should have read more reviews before purchasing. Clearly it's a poorly managed warehouse with absolutely no customer service. I'll join the ever-growing chorus of consumers that won't purchase from the fraudulent business.
  
  Regards,
  
  **** *****

• Initial Complaint

  11/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered a part form them , its wrong and they dont have a measurement on their page to make sure it the right one , i cant call them since they have no customer service number , i cant email them as i cant find it on their page , i have to pay to ship it back

  

  Business response

  11/19/2024

  We are sorry this customer is unable to use the front bar links and sway bar bushings that he recently purchased.  The products he purchased are listed under a 2012 ******* ELANTRA 1.8L L4 in our online parts catalog with specific fitment notes limiting the application of the parts based on trim level of the vehicle and production date.  While the product description does not provide dimensions of the products, as long as a customer makes sure the fitment notes match their specific vehicle the parts should fit.  
  
  Returns are arranged directly through our Order Status & Returns page where customers can report problems, arrange returns and check the status of their orders 24/7. Beyond our website, if customers need additional help, our customer service team is available by email ********************************** 7 days a week and normally respond within a few hours.
  
  When this customer arranged his return on our website he confirmed that the parts he received have the correct part numbers on the manufacturer's boxes and the parts themselves. We asked him if the fitment notes of each product match his vehicle and he answered that he is "Not Sure".  Based on the information he has provided us, he correctly received the parts that he selected from our website but ordered the wrong parts.
  
  We authorized a return for a full refund of the cost of the parts. As our Return Policy, which we made known to the customer before purchase, explains "Shipping charges are not refundable unless the return is due to our mistake."

  Customer response

  11/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear there is no email to send a message and cant call  ,.................................... the item might be what you say but went to autozone told them what i have and its what i told you and guess what , its the right size , will never buy from here again since you have no customer service and no phone number , and guess what at least amazon has a phone number 
  
  Regards,
  
  ****** *****

• Initial Complaint

  11/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought 4 tire rims that were the wrong size. I only removed one from the box, and left the other 3 boxes intact. I sent the boxes back for full refunds, minus the shipping cost. The boxes were all in perfect condition when they were picked up by *****, again in perfect condition. Rock auto has given me back 2 of the 4 refunds. Rock Auto refuses to give back the other 2 refunds, stating that the boxes were destroyed, which obviously happened en route to the Company!! I am seriously thinking of taking them to small claims court to get the full refund!! I should not have to pay $135.00 for cardboard boxes, Which I did'nt damage, which cost probably $3.00!!! Rock Auto is also saying that I have til November 14th to resolve the issue, or they will keep the monies!!! I will NEVER buy from them again, and will tell friends and family and social media about this!!!

  

  Business response

  11/19/2024

  Business states this issue has been resolved.

  Customer response

  11/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased a brake kit from RockAuto and was charged $127.72. Itemized -$106.79 (cost of kit) / $12.99 (Shipping cost) / $7.94 (tax) I followed their tool and provided my year, make, and model of my car, which is supposed to populate the correct part. The part that their system suggested did not fit my car and I subsequently returned it. All items were unopened and shipped back the following day. I initiated a return and was notified that my refund would be less $9.13, as they provided a return shipping label. $127.72 (total cost) - $9.13 (return shipping) = $118.59. This is what I expected to be refunded. I was surprised when I received my refund and it was only $104.74. I reached out to the merchant to inquire where the additional $13.85 was and was told that they kept that for shipping. As the cost of shipping was incurred by me and not by the merchant, I am unsure why they feel they are entitled to keep that amount. I could understand keeping the money if they provided free shipping, but they did not, I paid for it. Their explanation is that they paid ****** so the money is theirs. However, they passed the cost of shipping on to me, therefore I paid for shipping. I have reviewed their return policy and nowhere does it indicate that they would keep the shipping cost I paid as a penalty. Further, based on simple math, $13.85 (what they kept) - $12.99 (original shipping) = $0.86. Either way they have not refunded me the correct amount. Attempts to rectify the issue with the merchant were unsuccessful and they closed out my request and continue to provide an auto email indicating my case is closed and there is nothing I can do. They have no contact phone number and closed out my ticket, leaving me with no other recourse, but to file this complaint. At the end of the day, they have their product back, incurred no charge, and kept $13.85 of my money, essentially meaning I paid them for the pleasure of doing business.

  

  Business response

  11/14/2024

  We are sorry for any confusion regarding this customer's refund.  This customer arranged a return of his brake kit through our Order Status & Returns page online where he reported he could not use this kit.  He ordered the wrong kit for his vehicle (ie., he purchased a kit for a vehicle with vented rear rotors and his vehicle doesn't have vented rear rotors).  
  
  We authorized a return of the kit for a full refund of the cost of the kit.  As our Return Policy, which we made known to the customer at check out before his purchase, explains "Shipping charges are not refundable unless the return is due to our mistake."
  
  We issued him a full refund for the cost of the products less the cost of the return label he obtained from us.  The refund included taxes for the products but not for the original shipping which wasn't refunded.
  
  We passed along our savings as a bulk shipper and charged this customer the shipping cost that the carrier charged us to ship his order.  The carrier provided a service by delivering these products to the customer and won't refund us for their service to deliver the product to the customer.  
  
  We think it's fair that if a return is due to our mistake to refund shipping costs. Similarly, if a customer orders the wrong part that the customer is responsible for shipping costs that can't be recovered from the carrier for the customer's mistake.  Otherwise, this will raise the cost of goods for everyone when a customer orders the wrong part.

  Customer response

  11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The wrong part was ordered due to the businesss website providing incorrect information. The website has a tool where you enter the year, make, model, and engine size of the car and it recommends the product. I provided the requested information and placed an order based on the websites recommendation. There was not a question associated with vented or non vented rotors or I would have confirmed prior to ordering.
  

  Further, I am unable to locate the referenced return policy. A ****** search of such returns no hits and the only link on the website titled returns contains no information, but rather how to return an item or check return status.  I requested the business to provide the location on the website, and it has not been provided. A return policy should be disclosed to the customer and easy to locate on the website or we should not be subject to it. Thats extremely deceptive. Had I known this, I might have purchased from a different retailer.

  Also, if you review my original complaint, youll notice even if they kept the initial shipping, they still shorted me close to a dollar.

  Regards,
  
  *** *******

  

  Business response

  11/15/2024

  Please refer to our original response.
  
  We made our 30 day Return Policy available to this customer on our check out page before this customer made his purchase. It is also available on our Help page (*********************************************************).
  
  Our online catalog did not recommend this product for the customer.  Our catalog listed the brake kit under a 2018 Jeep Grand Cherokee 3.6L V6 with specific fitment notes in the product description.  The customer is responsible for selecting products and making sure the description of the products match what they need for their vehicle.  The product description notes "Rear; With Vented Rear Rotors" and this customer does not have vented rear rotors-- he ordered the wrong kit.
  
  We issued him a full refund for the cost of the products less the cost of the return label he obtained from us.  The refund included taxes for the products but not for the original shipping which wasn't refunded.

  Customer response

  11/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Of course the catalog recommended this product, if it did not, why would this be ordered ? Please feel free to enter the same information I provided and take a look at what is recommended. 
  

  I obviously do not know much about cars or I would not need to rely on the catalog. I wonder how many other people put their trust in the business and are not out money because of such.

  Further, the return policy was not provided nor is it easily accessible on the website. Im sure after this complaint they updated the website to make it appear as such, but if that was the case, I would not have wasted four days of my time filing and responding to this complaint.

  Additionally, even if Im not entitled to a return of the shipping cost, the refunded amount is still short $0.86. This is now the fourth time Ive brought this point up and it has yet to be addressed . Any reason for that ? Please provide your calculation or explanation why the amounts do not match.

  This seems like a lot of time and effort on the business side to keep at most $12.99 of money and at least $.86 of my money.

  Regardless of the outcome, the BBB should look into this businesss practices.

  
  Regards,
  
  *** *******

  

  Business response

  11/18/2024

  Please refer to our original response.

  He ordered the wrong kit for his vehicle.  He does not have vented rotors and he purchased rotors specifically listed for vehicles with vented rear rotors.
  
  We made our Return Policy known to the customer at check out before his purchase, which explains "Shipping charges are not refundable unless the return is due to our mistake."
  
  We issued him a full refund for the cost of the products less the cost of the return label he obtained from us.The refund included taxes for the products but not for the original shipping which wasn't refunded.

  Customer response

  11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  See my previous response. The kit was ordered utilizing the provided tool on the business website. If there is a difference in rotors and its not one size fits all, that should have been a question. Also return policy was not provided. How many other people have lost money because of this ?
  

  Also still no response on the pending $0.86 that is still owed. Fifth time now this has been brought up with no response. 
  
  Regards,
  
  *** *******

  

  Business response

  11/19/2024

  Please, refer to our original response

  Customer response

  11/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please refer to my original complaint and subsequent follow ups.
  
  Regards,
  
  *** *******

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Rack and Pinion from RockAuto on 11/17/24. They charged me a core charge of $359.00 for the part. When I received the part, I inspected it, then took it to my mechanic for installation. Noting that I needed to go to the website to submit for the core return. After my mechanic installed the new part, I picked up the car and the part, I went to the website to arrange for the core return. Once I log into the order and start the return, there is a message stating that the core must be returned in the original packaging. This was not on any of the original documentation and my mechanic already recycled the packaging.I reached out to their customer service, and they told me that it is documented and sent me a link to their Help page. I had not visited this page as I did not know that I needed help. If the original packaging is required to return the core, this needs to be communicated upfront to the customer on the order confirmation and shipping confirmation. It is not helpful to have this information only on the help page and the core return request. By this time it the part has already been installed and the possibility of the packaging being destroyed is highly likely. It seems that they do not want you to return the core for you money back. If you are a first time buyer, like me, you will likely not get your money back. Unfortunately, my core charge was $********** their customer service has closed the ticket and they will not respond to any emails that I send to them, so I am forced to report this to the BBB to try to get a resolution and hopefully my money back.I am confused as to how they think that posting something on their help page makes them think that they have communicated the requirements for original packaging to their customer base. I have attached most of the emails from them.

  

  Business response

  11/14/2024

  We are sorry for the problem with this customer's return. He purchased a product that has a refundable core charge.  A core charge is like a deposit -- you pay it when you place the order and it's refunded if you send back your old part.  
  
  All products with a core charge list the core charge in the product pricing displayed to the right of the product in our online catalog.  Both the core charge displayed next to the product and the header 'Core' above the core charge are hyperlinked to the Core Return Policy so customers can see the Core Return Policy next to any product with a core.  We also make our Return Policy known to customers before purchase on our check out page and on our Order Status & Returns page after an order is made.  
  
  The return policy for cores explains that "Cores must be returned within six months of the date your order was placed. Cores must be returned in the manufacturer's box your new part comes in. You are responsible for return shipping on your core, unless otherwise stated in the part's listing or Info page."  
  
  The manufacturer will not accept the core without the manufacturer's box (that serves as a proof of purchase with the product barcode/UPC label) so we are unable to process this customer's core return if he no longer has the manufacturer's box from the part we shipped to him. 

  Customer response

  11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  The business states that there core return policy states that the core must be returned in the original packaging.  The core charge was clearly listed on the original order, but there was no mention or required acknowledgment a "Core Return Policy" at the time of purchase, or delivery.  The only time that this is mentioned is during the core return process.  As a first time customer, I was unaware of the Core Return Policy and I was unaware that their supplier require the core return to be in the original packaging. 

  My point is that, if the original packaging is required for the core return, then this needs to be conveyed upfront.  There was no mention of the Core Return Policy at the time of checkout on the webpage and there was no acknowledgment checkbox to check if I had read and understand the Core Return Policy.

  Regards,
  
  ****** *******

  

  Business response

  11/15/2024

  Please refer to our original response

  Both the core charge displayed next to the product and the header 'Core' above the core charge are hyperlinked to the Core Return Policy so customers can see the Core Return Policy next to any product with a core.  We also make our Return Policy known to customers before purchase on our check out page and on our Order Status & Returns page after an order is made.

  Customer response

  11/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  I understand that you state that the core charge is being charged.  I do not have any issue with that, or with returning the core for credit.  I agree that this is clear in the communication.  The issue that I have is that the requirement for returning the core in the original packaging is not communicated until you try to return the core.  This is the issue.  I no longer have the original packaging and you will not give me my $350.00 core charge back due to the box that I no longer have.  Again, this was not communicated at any time during the transaction unit I went to the website to arrange for the core return.  Not until then was this information ever conveyed to me. 

  If the original packaging is required, the customer needs to be aware of this at the time of purchase or delivery of the product.  None of the attached documents, the order confirmation and the shipping documentation, nor the packaging that the product was sent in, instruct the customer that the core must be returned in the original packaging.  This is not clear communication to the customer.  

  Regards,
  
  ****** *******

  

  Business response

  11/18/2024

  Please refer to our original response

  Customer response

  11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Your original response does not deal with the issue here.  

  As I have stated, RockAuto did not clearly communicate the requirements of a core needing to be returned in the original packaging at the time of order or delivery of the product.  You have not addressed this in your communication.  You say that your vendors require the original packaging.  How is the customer supposed to know this if you do not tell them it is a requirement.  You only tell them when the try to return the core.  

  Regards,
  
  ****** *******

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $50 for next day shipping check out showed it would be here bye Sunday November 3rd end of day RockAuto is now telling me it won't be here till Tuesday I could have paid $10 for it to be delivered Tuesday they are refusing to refund even half of the shipping saying it's my fault my father uses company for years and I'm disgusted by them

  

  Business response

  11/13/2024

  Were sorry this customer did not receive her package on the date she expected. We reviewed her order shipment details and it appears there is confusion as to when her order would arrive.
  
  When selecting a business day express shipping method (i.e. Next business day, 2 business day, 3 business day express) the shipping time does not include weekends or holidays in the shipping count. This is because the carrier does not consider weekends or holidays as business days.
  
  Because of this, her order that she made on the weekend is expected to arrive by Tuesday, which accounts for weekends and holidays. Her order was processed and picked up the carrier on the first business day (Monday) and it was delivered the next business day (Tuesday) which is the delivery date quoted on our website at the time she made her purchase.

  Customer response

  11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  when I made the order that Saturday the delivery date on the screen was Sunday November 3rd. That is why I paid the 50 dollars in shipping. If I wanted it to be delivered Tuesday I could have paid the ***** shipping fee. Especially as a single disabled mother and used the other 40 dollars to buy my child's diapers. If they can't provide atleast half of the shipping fee. As someone who has used this company for years I will never use them again and I will make sure all of my families customers and friends no longer use them. If you ****** rock auto all you see now is complaints about shipping.
  
  Regards,
  
  ******* **********

  

  Business response

  11/14/2024

  Please refer to our original response.

  Customer response

  11/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [This company is scamming people I want atleast 25$ back in shipping ]
  
  Regards,
  
  ******* **********

• Initial Complaint

  11/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a 2012 Kia ****** I purchased a starter through RockAuto when I was looking for the part I put in my year make and model it gave me a list of once that they had that fit my vehicle. I purchased it I paid a mechanic to put it on my vehicle to find out that it was the wrong part that was an 8 tooth and I needed a 10. So being as I only have one vehicle I had no choice but to have the old part put back on my vehicle. I contacted RockAuto and told them that they sent me the wrong part gave them all the information and they sent me a label which I thought was the shipping label. No this label was to put in a box for them so they expect me to pay shipping back for their error which is not going to happen. I told them that I told them that it needed cleared up by yesterday Friday November 1st. I got the same email asking for the information and pictures in which I sent a second time. I told them I wanted my label by the end of the day and never received it. I had to order a second starter to put on my van so I paid a mechanic again to put this one on. I have now paid for two parts and the mechanic to put two parts on I need my money back that was $90 each time not counting the mechanics fee. I am on disability I don't have extra money. I don't know that I can ever trust them again. When I ordered from them I thought that I could trust that they knew what part I needed apparently they don't.

  

  Business response

  11/12/2024

  We are sorry this customer was unable to use the starter motor that she purchased.  The starter motor she purchased is listed in our parts catalog with a description that states it is an 8-tooth drive.  As she confirmed, she needs a 10-tooth drive starter motor (and we also list several that are a 10-tooth drive) and she purchased the wrong part.  
  
  We authorized a return of the part that she incorrectly purchased so she can send it back for a full refund of the part cost.  As our Return Policy explains though "Shipping charges are not refundable unless the return is due to our mistake."  In the future, we recommend she verify that the product description of the part matches her vehicle to make sure she is buying a part that will properly fit.

  Customer response

  11/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  If there were more than 1 that could go with the vehicle it should have stated that. There was no way for me to know until the part was removed. If I had known there was multiple for that yr make and model I would have made sure it was the correct one prior to ordering. They closed the ticket so I couldn't even respond. They asked for pics and I sent those only for them to say "sucks to be you". They were very rude.
  
  Regards,
  
  ******** *********

  

  Business response

  11/13/2024

  Please, refer to our original answer. 

  We are sorry this customer chose the wrong part.  We followed her instructions and sent her the starter motor she selected which states in the description it is an 8 tooth starter motor.  We also list several 10 tooth starter motors for the same vehicle so this customer could see next to the product she chose other options with different product descriptions.  We have refunded her the full cost of the product she ordered incorrectly.  However, we are unable to recover from the carrier the costs of shipping that part to her and similarly we cannot refund those shipping costs for her mistake. 
  

  Customer response

  11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  They told me I needed a part I didn't.
  
  Regards,
  
  ******** *********

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase a Engine head gasket to repair my vehicle, today i finally had time to put it together and as i open the box i noticed a couple of thing 1- Gasket had a Paper literally stuck to sealing area and its imposible to remove without damaging it 2- other sealing areas are also damaged with breaks in sealing area making it unusable i filed a return with Rockauto by answering questions i was just guessing like do i think it was damaged during shipping which i said yes but i dont know if this was the case, Gasket was between main box and a box of bolts that was rubbing on gasket as well! they asked was box damaged i said no at the end they yes said because i believe it was damaged in shipping and its passed 30 day no refund nor return is accepted and it just locks you out! no phone number to talk to anyone nor to explain anything! this is 2nd time same item was sent to me damaged! last time it was an actual opened ****** i was sent which i had to return! i also received used balljoins before which i also returned! bottom line gasket is damaged in multiple critical areas and has a paper stuck to seal which wont come off without bringing seal with it

  

  Business response

  11/11/2024

  Business states this issue is resolved.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned two items. I recieved a refund for the cheap item, then they appeared to suggest later the second item was never returned. There is zero customer service. Nobody to talk to, I'm, call, email... Nothing. They are keeping the parts and my money. This is a scam.

  

  Business response

  11/12/2024

  We are sorry this customer is unable to use the parts he purchased.  He reported that they are the wrong size but the parts he purchased have specific fitment notes including dimensions and will only fit his vehicle if these dimensions match.  Based on the information he provided us he purchased the wrong products for his vehicle.  We authorized a return of the parts and provided him with return instructions that explain the return steps.  We also offered him the opportunity to obtain discounted return labels from us to return the parts.  He obtained a return label from us to send back one of the products he purchased but not for the other 16 parts.  When he obtained this label we asked him to confirm if he was returning other items with the label and he confirmed the label was only for the one part (a valve stem seal).  
  
  We received the valve stem seal back and processed his refund for it already.  But we do not have valid tracking to confirm he returned the other items nor has our warehouse confirmed that they received anything other than the valve stem seal.  Unfortunately, we cannot process a refund for the other parts unless we either have valid tracking showing they were returned or a confirmation from our warehouse that they actually received the parts.

  Customer response

  11/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Both parts were returned in the same box. Rock auto gave me a refund for the cheaper part and claimed the other part was not returned. There is nobody to talk to about this, nobody to email, etc... They kept my money and the parts. It's a scam.
  
  Regards,
  
  ******* ******

  

  Business response

  11/13/2024

  Please refer to our original response

  Customer response

  11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This company stole from me and does not have any mechanism for me to do anything about it. This company does not deserve your business. I have found that you can use their website to find part numbers and then use the part number to find what you need, and in most cases much cheaper. So I should thank rock auto. I won't just buy from you blindly anymore. You showed me there are much better options with companies that provide actual customer service. I will never make another purchase from you. I hope your small theft was worth losing a customer who has been spending money with you for DECADES. Bye.
  
  Regards,
  
  ******* ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩