Never recommending Rock Auto again

[Bammo68]

Long time advocate for Rock Auto especially for Aussie Jeepers where the local options are poor. I've directed countless others to their website for parts and recently ordered a large bundle (nearly $2K worth) for a major engine build and overhaul. I was overseas when the order was delivered and by the time I returned home the 30 day "warranty" period had expired.

Well, I'm pissed - there are missing items and extra items I didn't order. OK, get that. One of the missing items was in an Enginetech kit so I reached out to them to be told flatly that they didn't care, speak to Rock Auto as the retailer. So that's really reassuring given how many other parts of theirs I ordered.

But the doozy was this new water pump and fan clutch kit. This is how it was delivered - no packaging inside the box (though the clutch was in a second box not shown in the photo). The water pump is all dinged and scratched up, the gasket is torn and useless and the clutch looks to have already been installed by someone else. But the real kicker is that there is a half a tube of used grey RTV water pump sealant in the box too! Clearly someone has been ratting this kit already.

RockAuto wont even let me submit a claim for it as I ordered it more than 30 days ago.

I get I am in Australia and they are US so Aussie laws aren't applicable but in Australia this is specifically covered under our trade practices laws, you cannot just ignore someone in a case like this - you get taken to court by the government. You guys have to put up with some appalling behaviour by vendors if this is anything to go by.

It just pisses me off and is going to convert what was a big advocate for the company into a lifelong hater for no good reason.

 

[JeepingNet]

I have noticed their shipping department has gone downhill, but I still find them better than anyone else. Here in Canada, I'm limited, and ordering locally will often take months for parts to get in. Amazon: I'd say 20% of the time, I end up getting a part that someone has returned with a fake part. Always good parts from Rock.

I ordered a York compressor and a clutch to accompany it. They sent me two Yorks but charged me for the York and clutch. I contacted them, and they wouldn't accept that they made a mistake. I ended up sending them back one of the Yorks and just buying a clutch off Amazon. They credited me for the York even so they sent me one because they were so sure they hadn't made a mistake.. My gain I get a free York.

Sometimes their lack of QA works out in our favour.

 

[ivarr]

rock blows. in july ordered a radiator after mine blew. 2 shipping options, $15- for delivery in 5 days, or $55- for fed ex business overnight express. jeep is my only car, so i paid the $55.

6 days later my radiator shows up.

rock auto ? well, too FU*^ing bad for you ...

 

[tworley]

Their shipping has gone downhill. I'll get a hand size part free floating in a 2 s.f. box with no packing materials.

However, of the very few issues I've had, they were painless to work with.

 

[macleanflood]

Rock Auto has screwed me over on a number of occasions. But...I've never received fake parts from them... haven't seen open box stuff (yet.)

I just ordered Ford fuel injectors for my F250...ten of them at $103 ea from the dealer was nuts...Rock Auto had them at $62 ea and I even splurged on better shipping.

-Mac

 

[mrblaine]

I have noticed their shipping department has gone downhill, but I still find them better than anyone else. Here in Canada, I'm limited, and ordering locally will often take months for parts to get in. Amazon: I'd say 20% of the time, I end up getting a part that someone has returned with a fake part.

I ordered a York compressor and a clutch to accompany it. They sent me two Yorks but charged me for the York and clutch. I contacted them, and they wouldn't accept that they made a mistake. I ended up sending them back one of the Yorks and just buying a clutch off Amazon. They credited me for the York even so they sent me one because they were so sure they hadn't made a mistake.. My gain I get a free York.

So sometimes their new lack of QA works out in your favour.

Rock Auto does not have a shipping department. They do not have a warehouse they ship from. Instead, they contract with tons of warehouses who stock the parts on the website and they drop ship for Rock Auto. Given the miniscule margins they operate on, the warehouses use the cheapest packaging, and fastest way possible to get something in a box and out the door.

Every once in awhile, I run out of something or get low on inventory before my main order of parts can be placed. I'll hop on Rock Auto to find something to get it fast to tide us over. This is their latest example of what they do and how they do it. Yep, that is a pair of rotors tossed in a box with a few plastic puffs.

 

[mrblaine]

You guys have to put up with some appalling behaviour by vendors if this is anything to go by.

Yeah well, we can own guns and we don't need the .gov's permission or engineering pass to mod our vehicles, so there is that.

 

[mrblaine]

rock blows. in july ordered a radiator after mine blew. 2 shipping options, $15- for delivery in 5 days, or $55- for fed ex business overnight express. jeep is my only car, so i paid the $55.

6 days later my radiator shows up.

rock auto ? well, too FU*^ing bad for you ...

Yep, that is pretty much RA in a nutshell. They are in fact about 5-6 folks in an office with some computers and an IT guy whose sole function is to figure out how to stop email and phone contact with anyone at RA and keep it figured out.

 

[Sensei]

Ordered clutch and slave cylinder kit from them recently, and yeah it came with absolutely no packaging inside the box, was definitely strange. Also ordered a bunch of other parts like new MOOG steering, new brake calipers, rotors, pads, etc. I really didn't have any issues, but personally wouldn't order any delicate or high value parts from them, especially if it would risk having to do a big job a second time (clutch, rear main seal, oil pan gasket, etc).

 

[BC Moto]

I order as little as possible from rock auto. I try and get my parts locally or summit racing

 

[Steel City 06]

I’ve ordered a lot from them, mostly without issue. Honestly prefer them to Amazon because I’d rather not receive counterfeit items.

I appreciate that they break the shipping costs out and don’t try to hide that in the product price tag just to give the illusion of “free shipping”. That way you can actually know what the breakdown really is.

 

[macleanflood]

That way you can actually know what the breakdown really is.

Yeah when I ordered my fuel injectors I figured I'd grab an air and fuel filter at the same time. The shipping costs tripled. I could quickly see they were coming out of different warehouses. I'll just buy the filters locally.

-Mac

 

[joe98tj]

Its crazy that even with paying for shipping they beat prices vs most parts stores around me. Fortunately, Ive yet to have something so poorly packaged that it damaged the parts, or something that was clearly used and returned.

 

[pbeach]

Agree.

I ordered a VDO / CONTINENTAL blower motor last year (who hasn't ordered a blower motor in this forum. LOL).

ZERO packaging material around the product — it bounced around the flimsy box. Like WTAF. The small plastic tab that holds the motor in place had broken off. Completely avoidable.

 

[5632]

The time that I had a problem with Rock Auto I was unable to find a phone number to contact them to fix the problem. It was there way or the highway. Does anyone have a phone number to reach them?

 

[mrblaine]

I’ve ordered a lot from them, mostly without issue.

But have you ordered this many times? Twice.

And if anyone is in need, I'm about to peel those all off and toss them, well not them, but the new batch which is 30-40 more than what you see.

 

[Rubiconned]

Wow. I've never ordered from Rock Auto, and after reading this maybe I never will.
Apparently Rock Auto doesn't rock.

 

[Rickyd]

I'm 50/50 so far on whether I'll get the right parts in the box or something not smashed.

I don't cry about it,it's just the gamble you take when you support aweful business models that take food out of the mouths of people living around you

 

[TheBoogieman]

I've only ordered from them twice. Wrong parts both times.

 

[nitrofalcon]

Well, that's it for me. Rock Auto is off my list of vendors. I've ordered many items from them in the past, but not within about two years. Never had any issues. Given all the bad comments I'm not going to take a chance.