RockAuto
Reviews and Complaints

As a potential customer considering RockAuto for your auto parts needs, it's important to note the mixed experiences shared by customers. While some customers have praised the wide selection of parts and competitive prices, others have expressed concerns about issues with customer service, wrong parts being sent, and difficulties with returns. It seems that RockAuto has both satisfied and dissatisfied customers, so it may be wise to proceed with caution and ensure you are clear on what you are ordering to avoid potential issues.

I bought a remanufactured Hybrid battery from RockAuto just recently. They shipped it incredibly quickly to my daughter's address in Puerto Rico and it went right to her house within 3 days from the US mainland. She installed the battery which is performing really well and returned the core for the refund. It's a Dorman remanned battery and it was by far and away the best price for Puerto Rico. I had to contact customer service about the return shipping for the core but the communications went pretty well, all things considered. This is the first large ticket item that I bought from RockAuto but I've bought numerous other smaller cost parts for other cars from them. I'm very impressed with their parts and shipping. I'll continue to use them in the future.

I've bought from Rock a few times they give you different different level parts for the part your looking for from economy to performance including OEM. Never had a problem at all. No recently I went to advance auto for a tail pipe for my 2008 Tahoe. First he comes out and says I don't think you can get just a tail pipe you have to buy the whole system. Getting annoyed already I gave him a look and he says well let me look. So 258.00 later it will be here on the 7th of December. That day was the 3rd. 7 the came and went finally by the 10th in the evening I ordered one from Rock Auto and low and behold it was delivered on the 12 th a day early actually and total price with shipping was 120.00 I chose the part and new who the manufacturer was. Sunday the 11th I cancelled the order from Advance.

I have bought a WHOLE LOT OF PARTS from rockauto and have only had 2 parts fail on me. This happens no matter where you buy parts for vehicles so no surprise with the amount I have bought. But, they have a fantastic return policy and as long as you pay at renting to the part you are purchasing's manufacturer warranty you won't have issues. They pay for wrong part or warranty part shipping return but not I don't want it anymore returns. They do however for I don't want it and core returns, offer their FedEx discount account price so, I just don't understand these negative reviews. I hope this helps someone. RA is legit and has helped me save a butt load of money, over the years for a DIY mechanic. I attached proof I did buy these items and a lot this year 2023 and some 2022 and one in 2020. But, my father has used them for 8+ years

Just got told by RockAuto that they will not pay for return shipping on the bad parts they've sent. Lately, nearly all of the remanufactured parts I've purchased and installed from RockAuto have been failing during warranty. In this lastest example, a CV axle right out of the box. I was told: "You are welcome to continue to order from us, but we will no longer cover return shipping on this order, or future orders, as the cost of doing so is not sustainable for us as a business due to the inordinate number of returns that are submitted". In other words, dealing with poor quality vendors is getting too expensive for them, so they're making the customer pay for it. They once sent me the completely wrong order, someone else's order, and I had to argue with them for days to get them to pay for return shipping. They're not always the cheapest, but their site offers one-stop shopping convenience, apparently at the expense of customer service.

My most recent purchase was an instrument cluster for my 03 Chevy Silverado. When looking at the part, there is a video showing you how easy it is to install - I had thought I would not even try to mess with "disassembling" the dash. I got a $600-700 dealership job done in 1/2 hour for $135. Ordered 2:00 PM Friday (web site said to expect by a week after the following Monday) and got it in 24 hours. Shipped from the rebuilder (Dorman) that had to set the mileage before shipping. Dorman did forget to reset the hours - not a big deal. My many previous purchases may not have been quite as outstanding as this one, but all quite satisfactory. I really like their web interface - how easy it is to see the variety of brands/quality for what you need. I have bought all my parts for my truck and my wife's car for the last few years here. I am lucky to have a friend that will help with smaller repairs and a local dealership that will let me bring parts.

If you read the reviews, you should know that this company has no customer service. They also have no warehouses or inventory. All the parts are packed and shipped from large wholesalers or manufacturers. You may notice the most positive reviews are from Auto repair places that order parts on a regular basis. You need access to a computer and printer in case you need to print shipping labels for returns and follow strict return directions. After researching the company, I felt as long as you are ordering name brand parts or more higher end products, chances of getting faulty or incorrect parts are less likely. Also you should do diligence in looking up the correct part numbers so the mistake doesn't start with you. In my case I needed an air strut for an old MBZ. Other competitors wanted an avg price of $550 but rockauto was selling it for $400. I was ordering a new part of the most popular brand for that part and saving $150 seemed worth it. I ordered the part online and received it 2 days later without any problems. If you are ordering lots of cheaper parts, the savings may or may not be worth the potential customer service issues but my experience was 5 star.

I came online and saw all these horrible reviews and thought that I had actually clicked on the wrong company name. I live in Canada and parts up here are ridiculously expensive. I discovered rockauto a few years ago and I swear by it. I live in a different country and get my parts within 3-5 days and the pricing is amazing, even after paying customs. In Canada, I would pay $471 CAD dollars including taxes for 4 rotors and 4 sets of brake pads for a 2014 Honda Odyssey. It cost me $223 + tax and shipping so about $300 from rockauto. I will agree with a few things from peoples' complaints: the customer service is not amazing. I've neer found a phone number to call although they did reply to my email within a few days and yes, you must know your stuff before ordering. In 6 orders, only once did the part not fit even though the system said it would (apparently that part was aluminimum on canadian cars but steel on the ones made in the U. S). The return process is VERY easy... you follow the steps and they generate all the paperwork for you. I got my money back minus about $30 for the shipping within 3 days. I was actually impressed with how easy it was to return. So, if you know what you're ordering, it's a great site to save money, I'm sticking with them.

I have bought several parts from RockAutoParts.Com and could not me anymore satisfied. The prices were superior to the big name discount sites and local stores. I bought parts for my 2008 BMW 528I and my 207 Nissan Quest. They arrived ahead of schedule. The surprise was that the parts that came were original MFG parts. Not knock offs or Aftermarket. Prior to ordering I contactedthe dealers as well as two or three other Auto Parts Stores and check prices and product manufacturer. I find that except for the dealers (whose quotee are usually for the very Rich or the very ignorant) the parss are made by the same manufacturers. Navigation for parts is excellent and if you know what to order, you will make a purchase. On two separate occasions I find it necessary to contact Costomer Service and was successful in doing so. I pay with PayPal and my issue was (Merchant Authentication Issue) with Paypa, l not RockAuto They are also very helpful by giving me suggestion on how to resolve this situation with Paypal.

Therefore; the only comparison that is relevant is the price. Rock Auto is ahead by a country mile.
Caution: Dont be put off by paid or phoney reviews. This company is here to stay if they continue to offer superrior products at superior prices and a dimely delivery. I

I live in Canada, and I've placed multiple orders for several vehicles I've owned such as 97 Chev Blazer, 96 Chrysler Sebring, '02 Mazda Protege, '06 F150, '06 VW Tiguan, '05 Jeep Liberty, '08 Toyota FJ, and an '05 Toyota Tundra. All orders have been complete, delivered on time, with no hassle, and always the right part. Parts prices are 70% or less than prices at local parts stores, so it does make sense to check local prices to account for shipping costs and exchange. Note: it seems that auto parts are NOT subject to duties! Some key hints to get the right thing at the right price and efficient delivery price: 1) Make sure you know exactly your year, make, model, engine, and accessories package. 2) Make sure you know the exact part you need, and understand that there are some variations on the part, even for the same above specifications, so do some research if different variations pop up on RockAuto's parts list. 3) To get the optimum pricing on parts price and delivery cost for a number of parts, I always select the same part from different sources, and then eliminate some from the list to get the optimum delivered price. I figure that most parts manufacturers make parts of equivalent quality so I am not partial to a specific brand. RockAuto has an ordering feature now to optimize shipping costs - a real plus.

Sebring Convertible: Parts from RockAuto: grill, head-light assemblies, brake components, cooling system components, timing belt replacement kit.

I've been dealing with rock auto for 10 plus years. And I've never, ever had any problems stemming from their business practices, their products, their prices and/or selection.
The only less than ideal transaction was a few years back. I purchased a "reman" carburetor for a late 60's Mustang. I was responsible for returning them my core. For those that are unfamiliar, it's when you but a part and send the one that's failed back to them so that they can then repair your original part and sell it to another customer in the future. When this occurs, you pay a "core" which can be steep depending on the item, but it's there to insure they'll have a stock to work with. This is common practice across the board for carburetors, starters, alternators, and so on. Well they charged me (upfront) a core of, oh I dunno 60 or so dollars. They clearly communicated that if I didn't send it back within a specific time, I'd lose a portion of that core in the form of a refund. Well, needless to say, I returned it late. Very late. Wen I received my refund it was like 15% less than I expected. Me being all twisted up called them and they reiterated their policy. Yeah that sucked but, it was 100% my fault. Lemme sum it up, they are a really good company to deal with! So, for them to have compiled enough bad reviews to have a 1.54 rating is preposterous! These low ratings are from people ordering the wrong item(s) or they're simply pissed off because they threw parts at their ride instead of knowing what the hell they were doing and their hooptie is still laid due to misdiagnosis. I can say that and feel OK because there are plenty of "mechanics" out here and 80% of them are self titled because a true mechanic can diagnose, order correctly and move on. Y'all haters are just $#*!ty parts changers. At best!

POOR quality parts. POOR service. Auto parts clearing house for JUNK, or so it seems considering the parts sent to me recently. They sent old sub-standard or SECONNDS, and I make that claim from recent orders. POOR quality parts. POOR service. I made a mistake purchasing from this PARTS CLEARING HOUSE--JUNK! Recieved incorrect parts in a timing belt kit. Belt and valve cover grommets were incorrect. Had to purchase replacement parts from a local Vendor. Rock Auto wanted me to send back the entire kit. Sure we all understand the logistcs of auto repair-- No need to preach to the choir here. Sent back all ordered parts that followed. ONLINE PARTS ORDERING FROM CLEARANCE HOUSES -- is...a mistake. I have since committed to a reliable source of QUALITY parts.

I've been a Rockauto customer for years. I'm unhappy about a order and I can't talk to anyone or email anyone because they have no customer service phone line or email. Yes, they got the best prices around but when it come to a return these days it's ridiculous. It used to be that if a part came in damaged they pay the return shipping. Well, I ordered a pair of Richmond Drive shafts part #*** for my *** Dodge Ram *** on 6/17/21 and they came in damaged. and the shaft splines were torn up on both of them so they were unusable.To return them I had to pay 15 plus dollars on my part of the shipping and that doesn't included using a $5 roll of tape on the box. Your Rockauto warehouse barely used any Rockauto tape on that giant box as I have pictures. Well, seeing that the axles were $293.16 I returned them and paid the return shipping fee but feel it was unfair. I reordered another set of Yukon axles from Rockauto and received them undamaged luckily, because those weren't packed right to prevent damage. Anyway, I still ordered more parts from you guys and continue to do so to this day as you guys have the best prices. I've spent thousands of dollars on all of my cars with ya'll and have been a loyal customer only to get the shaft on that set of drive shafts I had to return because they were damaged.As a customer this was not my fault. I'd like for you guys to give me a credit for the shipping on my account so that it can go towards something else. I will still buy parts from Rockauto but it won't be on any large parts because of what my experience has been like on this order. Plus, It was a PITA to repackage those heavy axles and load them in my car. And drag that 70 pound box to two different *** just to ship it back. The first *** drop off store didn't take boxes over 60 pounds. So, please credit my account for the return shipping on those axles please as it was unfair for me to have to pay the return shipping.*** C

Gave Bad review but everything is resolved no issue just wish they had live customer sevice.

Part cost less then auto stores. Came 2 days early then promised. Shipping back core was quick. *** was a little tricky and difficult to understand on how to return core, but I was able to figure it out. I will use Rock Auto again at a later date.

Rock Auto: Being retired from a Dealership Service Department, I can recognize Great Service and Prices. Thank you. Rock Auto. Walter

Ordered 2xs and prices are all affordable for a budget guy like me shipping is excellent and right products always.. *This is my review for them not yours.

Great service awesome shipping. Overall a badass service and super awesome. Almost like they overnight thier stuff never had they ever been late on shipping! Love these good companies with great prices!

Perfect fit and easy to find part from within parts menu. Shipping was fast and arrived on time, which was awesome considering it was during Thanksgiving week!I am a returning customer and have never had any issues with fitment, though I am pretty OCD when it comes to part numbers etc.

Been buying from this company since 2006 , This is auto parts at wholesale prices. No one to hold your hand and make a recommendation here. Look up your part add it to the cart and pay. There is a reason the prices are so low. Iv never had an any issues unless I ordered the wrong part by mistake.

As others have stated, they will NOT own up to their mistakes.

The customer service reps will bring up every possible reason as to how it was YOUR fault (assuming you are lucky enough to get a response). When presented with evidence that it was indeed their fault, they will still deny any wrongdoing. If they are not admitting to their mistakes, corrections cannot be made to their process and mistakes will be made again ? at the cost of the customer. No, the customer is not always right. That is an archaic thought. We are humans, we make mistakes. But in my case, the customer WAS right.

On to my personal experience? I was in need of a left side headlight. For simplicity, let's say the left side headlight was $100. The right side headlight was $200. The part I need is cheaper, awesome! I order and go about my day. The following day I check my bank account, yep $100 to RockAuto. I receive a shipping confirmation email and I notice the part number was incorrect. I immediately email customer service in hopes that they can catch it before it goes out. The exchange goes as follows:

CSR 1: You must have ordered the wrong part. We're not responsible for your mistake.

Me: There must be a mix up somewhere. The part I needed was the lefthand side, which was $100. That's what I ordered and that's what I was charged. I'm being sent the righthand side, which is a $200 part. If I ordered the incorrect side, why was I not charged $200?

CSR 1: (no response)

Me: (Follow up email) Can we escalate this to someone that can help me resolve this? This is becoming a time sensitive issue as my car is undriveable at the moment.

CSR 2: You've made a mistake and ordered the wrong part. Our prices change constantly. That's why it doesn't match up.

Me: So when I ordered said part, I was charged $100. The current price is $100. Your explanation is the prices swapped between the two parts? To the exact penny? Then swapped back? (I reference the current price on their website again)

CSR 2: Yes. You opened the box and realized it was the incorrect part and now you want us to cover the return shipping cost for your mistake.

Me: The shipment is still in transit. I haven't taken delivery of it?

CSR 2: (No response)

Me: (follow up email) Can we set up a return/exchange and expedite shipping?

CSR 2: We don't do exchanges. You can ship the incorrect part back, at your expense, and order the correct part.

So I sold the incorrect part on eBay and bought the correct part from Amazon. Speaking of? Amazon and eBay are great resources for parts. They are usually cheaper than RockAuto and shipping is much faster and most times FREE. If the prices on RockAuto are cheaper, I would still recommend going with the others. Paying a little more for peace of mind is worth it. Sometimes there are hard to find parts and RockAuto is a great source for that.

RockAuto, we greasy-knuckle-busting gearheads want/need you around. But your business model will not be sustainable in the near future.

When I purchased this item, I thought that the shipping and handling was excessive.
The return shipping was about half the original shipping. Meaning Rockauto offered
The item at a low price but charged extra for shipping to make up the difference.
Furthermore, as I stated in my original e-mail. The item was not in it original
Packaging and the clips and cotter pins were missing.
I ended up buying brake pads at Napa Auto Parts. I was given the correct parts for my
Truck the first time and all the hardware was included. My friend told me he only
Buys car parts from Amazon.com due to their free return policy.
I ask my readers.
What will Rockauto do to stay competitive?
Who will you buy your autoparts from?
A company that places all the risk on the consumer like Rockauto? Or you can go to a
Local store and not risk shipping charges in excess of 150% the value of the part
Itself! Or Amazon.com with free return shipping. I present to you only the facts on
Rockauto's return policy. The choice is yours._________________________________________________________________

It should be done by the program. Rockauto.com indicated these pads would fit my truck.
That was incorrect and you making me pay for it.-Brian

Sent from Yahoo Mail on Android

On Mon, Oct 4,2021 at 12:55 PM, RockAuto Customer Service
Wrote: Dear Brian,

This vehicle used different size brakes - 4.7" and 5.3", both of which we list in the
Catalog.

When placing an order its up to you to confirm the part listing matches your vehicle
To ensure fitment. If not, the parts can be returned for a part cost refund but
Shipping costs are not covered.

Thank you,

Ashley
RockAuto Customer Service

RockAuto HELP
http://www.rockauto.com______________________________________________________________

Those dimensions do not fit a 2003
Toyota Tundra 4.7L V8 as specified in the search terms I used on Rockauto's website.

-Brian On Monday, October 4,2021, 11:05:58 AM EDT, RockAuto Customer Service
wrote: Dear Brian,

Thank you for contacting us. The brake pads ordered were listed with specific
Dimensions

In situations where parts have additional fitment notes and do not fit, the refund is
For the cost of the parts only. Shipping costs are not refunded.

Thank you,

Ashley
RockAuto Customer Service

RockAuto HELP_________________________________________________________________________

Rockauto, I was issued my "refund"
Today. I purchased a set of brake pads for a 2003 Toyota Tundra 4.8L V8 for the cost
Of $14.13 plus $11.99 shipping and handling plus tax for a total of $27.69. Rockauto
Sent me the wrong brake pads (it was the correct box containing the wrong pads). This
Is not my fault. This was a mistake committed by Rockauto. I returned the pads and
Rockauto inspected the shipment and issued me a refund (plus tax) minus the return
Shipping cost of $6.59. My "refund" equals $8.39. The total out of pocket cost to me
Was $34.28 minus the "refund" of $8.39. Therefore, Rockauto's mistake has cost me
$25.89. If you had sent me the correct brake pads and I had simply decided I didn't
Want them, that would be a completely different story. But this was your mistake, not
Mine. This is unfair to me as the customer. I need to conduct my business with a
Company worthy enough to stand behind their work. I have been swindled. You need to
Refund me the additional $25.89 otherwise I will no longer be shopping at Rockauto and
I will be bringing this issue up the Better Business Bureau as well as leaving a
Detailed review/warning to other would be customers. And of course telling all my
Mechanic friends how much they stand to lose by shopping at Rockauto. Stand behind
Your work and I will trust your company and continue to buy parts from you. I
Understand mistakes happen and my issue may have fallen through the cracks of an
Automated system. But now you know all the facts and it is time to see what you will
Do._____________________________________________________________________

Once the return(s) have arrived at the warehouse, we will inspect it and issue the
Refund within 3 business days. We will email you when the refund is issued.

You can also monitor the status of your return using our Order Status and Returns
Page.

For more information, please see our Help pages.

Thank you,

Rodney
RockAuto Customer Service
www.rockauto.com

This is in regard to order # ***.
I ordered brake pads for a 2003 Toyota Tundra 4.7 V8.
The box I received was the correct box; however, the box had been previously opened
And contained the wrong brake pads. The brake pads were not in their original plastic
Wrapping and no retaining clips or hardware was included.
The brake pads were the wrong size and do not fit on a 2003 Toyota Tundra 4.7 V8.
I have shipped the pads back to Rockauto. But you made me pay for the return
Shipping. I trust you will refund me the cost of the brake pads. But I am concerned
About the return shipping cost and the original shipping cost totaling ~13 dollars.
The mistake was Rockauto's not mine. You sent me the wrong brake pads. I should not
Have to pay the shipping for your mistake.
If I am going to continue to do business with you and need to trust your service.
Kindly refund me the original cost of the brake pads, as well as the original shipping
Cost and the return shipping cost.
Thank you, Brian

I bought #635505 timing kit and cover. Installing cover bolts brock at 15lbs torq I had to remove cover ordered another different cover worried about bolt torq #103075 Installed it an found out crankshaft sensor hole to long Now I had too order another cover and water pump gaskets. I ordered these parts form gmc 5.7 line up removing and installing these parts took hrs. and I have to return cover the first cover I filed return and I would order another and the retun cover now I can't find return otherization I have been a customer for over 8 years This IS a total disaster I have net been able to use truck for over a month.

ordered parts Monday, December 11, 2023 02:19 PM Central Time

PAID EXTRA for delivery by end of day 12/14/23 Weds

Received notice parts would not be delivered until SATURDAY 16

MY CAR IS DOWN AND OUT UNTIL I GET THE PARTS!

They LIE about the shipping time, collect extra for 'expedited' shipping and then ship it the cheapest method available and pocket the difference.

DONT use this company

There is NO WAY to contact them for help other than cancel the order. no phone, no email, no help desk.

NOT WORTH THE EXTRA COST.

Order number [protected]. Item was shipped from Averil Ma. Said one day arrivial, When we tracked the 2nd time indicated item wound arrive November 27, then indicated the 29. We still have not recived the item > We requested USPS shipping. They gave it to DHL / USPS shipping . The item went from Averil Ma to New Jersey , Back to Averil. No indication of when the part will arrive. We go to Rock Auto they will not take a phone call. We fill out a form which indicates wait 4 more dys and if we havnt received come back to the site

Rock Auto thinks they are saving money using DHL. Well all they are doing is loosing business. If DHL cant do the job find another service. They are making you look bad.

We are a small business and try to call everyone back . You make us look bad to our customer.

Don't offer a service that can't perform as stated

I could walk from Connecticut to Massachusetts in the time it has taken this package to arrive

I have been ordering from your company for about 4 years and always received a discount on my order on "How did you hear about us".

I always received a new discount code about 1 or 2 weeks before the last discount expired.

The last code [protected] which expired on September 8, 2023 was received but I haven't received anything since then.

I have ordered numerous orders since that time, and I do receive the newsletters but no new code.

My email address is [protected]@gmail.com and the items are ordered and paid for by me. Claudette Verhulst, 654 County Rd 1E, Napanee, On K7R 3L2.

All ordered items are delivered to my son, Steve Verhulst, 667C South Shore Rd., Napanee, On K7R 3K7.

Please let me know as to why we are no longer receiving the discount code as all our orders have been paid.

Thanks for your help and hope to hear from you soon.

Claudette Verhulst.

Your RockAuto Order Has Shipped!

Order Number [protected]

Order Details:

TRW JTC2663

TRACK: 9434636109444417454778

(You should receive by Friday, September 29, 2023)

SUSPENSIA X18CJ1870

HYUNDAI 545033BA00 (2)

TRACK: [protected]

(You should receive by Tuesday, October 3, 2023)

'Want to know when my package will arrive?

Or where is it.(You should receive by Tuesday, October 3, 2023)

and it oct. 19. My email [protected]@atlanticbb.net

I ordered this unit a while back, and it had a small exhaust leak between the manifold and the cylinder head. I replaced the manifold gasket and it also leaked. Today I just replaced the manifold gasket for the third time, I ran a tap and die in the bolt holes and over the manifold bolts and torqued each bolt to 15 foot pounds. the head looks good and the exhaust manifold looks good, but the two will not seal together. The exhaust manifold and catalytic converter do not hit the chassis nor the bell housing. What can we do about this problem?

With in minutes of placing an order, I decided to cancel it, some items canceled while one was impossible to click the cancel button on. I decided to email them immediately. They proceeded to charge for the part and shipping too. Complete fraud! Not letting customers cancel their items by not allowing them to click on the cancel button is criminal. Good luck getting in touch with customer service because it does not exist.

I ordered a AC compressor with kit. Compressor was the wrong one.I reached out to rock auto via the online service return. After numerous attempt to return the compressor it kept telling me that i need to return the whole kit after trying to return the whole kit it only refunded me .70 for just the orings.But now it refused to let me return the rest of the kit so im stuck with a $280.00 compressor that I

am not able to use and now have to purchase another one

I had parts i ordered that didnt fot, and when i tetirned them i sent both parts back in the same box. They have since refused to send me a refund for the second part, coting that they could not find it in their warehouse. There has been no way for me to contact customer support nor further contact through the order itself and their phone number cites no customer services are available over the phone nor does anyone answer the phone at all.

I ordered a cat converter for my vehicle. I double and triple checked info. It shows up wrong, I spend 57.00 sending it back. My mechanic gives me the right part number, picture on your site shows the correct part. I reorderit pay 68.00 to next day ship. I get it today and its the exact same part as you sent me the first time? Meanwhile my only service van sits in a garage for a week! 2 different part numbers, 2 different pictures same wrong part. 2 different prices? Life might be easier if you could actually talk to someone on the phone, but I guess thats a thing of the past, along with customer service

order# [protected]

I just recieved order of 2 strut mounting kits for my Chevy Cobalt 2006. Looks like an old stock, from box wear. One of the kits is incomplete missing o ring and nuts. The other is fine. I will not return it. I will find missing part at an auto parts store near by. I ordered it on 8-21-23. Shipping box was completely sealed and well packed. Parts could not of fallen out.

This part clearly lists my part number [protected] as being compatible. It is not even close. James refused to do anything for me so I am stuck with a really expensive paper weight! This is clearly an error with the site/SKP. Other brands that list my part number are a different style. Somehow Rockauto thinks that my individual part is different then all the other parts of my part number.

From a Rock Auto Rep: Hello Richard,

We are sorry to hear about the fitment issue you reported.

Sadly, we cannot take back parts that have been installed already not unless it is defective.

I’m sorry, we’d really like to help you with this issue, but I’m afraid we're unable to your return request.

Thank you for your understanding.

Customer Service Team

Parts Geek LLC

At this time, we will consider this issue resolved. If there is anything else we can assist you with, please don't hesitate to contact us.

This ticket will automatically close.

My Response,

I never completely installed the new radiator. No fluid was ever put into the radiator. Installing would require me to attach all four bolts of the radiator into the chassis and add coolant, which I will vehemently argue in small claims court. When I ordered this radiator I spoke to a rep. on the phone. The individual I spoke to was from Parts Geek. I told him the Make, Model & year of my Toyota 4Runner. I told him that it was manual, 4 cylinder and 4 wheel drive. He assured me that the part I was ordering would work. At no time did he ask me the size of the core of the radiator.

The shroud in my vehicle will not "adapt" to the radiator that you sent me. The radiator core you sent me is approximately 21" wide by approximately 16 1/2" tall. The radiator core in my 4Runner is approximately 21" wide x 18 3/4" tall. The metal shroud in my vehicle will not fit the radiator that you sent me.

No fluids were entered into the radiator.

There is no way that I can "completely" install a radiator without installing the metal shroud. Thus, the radiator was never "installed." After the shroud is installed it is then, and only then, that an individual can reattach all of the hoses and add fluid to the radiator. That complete installation was never accomplished.

In my statement to you I should have said, "I attached the new radiator."

So, what should we do next? I can begin to get on social media and trash Parts Geek, you can send me the correct radiator and change your website to ask the size of the core of your vehicle's radiator. Again, why did I order the radiator from Parts Geek and it was delivered to me in a box with Rock Auto tape?

You are not a competing company ... you are from the same company. That might be a problem.

WARNING TO CANADIANS LIVING IN THUNDER BAY

if your item take over 7 days late and packaging is destroyed to point where the contains could be damaged, according to rockauto you must accept delivery and you can not refuse delivery.

this is what happened to me in thunder bay on ca, delivered by canpar

now that I refused to except this horrific condition of package, been tossed and thrown around for week in warehouse because they said too busy

WARNING TO CANADIANS

rockauto will charge you return shipping, they deduct from refund and the amount is a mystery, not rockauto or shipper can inform you of price

so now im out the initial 81 cad and mystery charge

I believe itll be min of another 81cad

I PAID 162 CAD for shipping and have nothing to show for it

in canada do not select DHL for delivery service they contract out to loomiss and they contract to canpar

their is no accountability and rockauto forces this return shipping penalty on its consumer base

I ordered a new waterpump for my 1996 model suburban 1500, 5,7 Vortec.

On their website the waterpump was advertised as standard fit for my car. When ordering you have to specify what kind of car, model etc.

When I get the waterpump it is wrong fit. I don't understand how and why they can call it standard fit when it is clearly missing several hose intakes, and could not possible be for my car. I even tried their return policy and they asked if it was 96 model, suburban 1500

5,7 Vortec. I said yes, but still they want me to pay 1980 kr( norwegian kroner) to return it.

They should not advertise wrong part under this type car, and when they do mistake they should take it in return whereas THEY PAY RETURN, and send me the RIGHT PART again. No extra expenses for me. I have used RockAuto for years and this made me question their liability. Bad customer service non at all Impossible to reach them for complaint.

Received the rotors and had a repair shop attempt to install them. The repair shop said the rotors are warped and they could not complete the installation unless they were re-cut. Now I have to pay to have them repaired. This is unacceptable. I tried to return them on the website. The website is a joke. It would not allow me to even type in the description box the reason for the return. I had to have the repair shop fix them so I could have them installed. This is unacceptable. I need to be compensated. I hope you do the right thing and respond to this issue.