Rock Auto Disappoints

[SamwiseGamJeep]

I get a complete four rotors, and pads shipment from Rock auto, delivered like this.
My wife drives hundreds of miles a week,
for work
I tell Rock Auto, not my fault, did nothing wrong, look and listen to the FedEx driver drop them, too much weight in a thin, improperly packaged box, dropped, rolled, smashed, repackaged by FedEx.
Would any of use trust these rotors that now have gouging in at least one, on your loved one's car???
I dont want to drive 20 miles to return for them, I need parts now, and they need to arrange for pick-up of these, at my home.
Look at the last screenshot, they closed the ticket while I was trying to send more individual damage pictures.
Bad form Rock auto.
This has happened before, but, I go through the parts, make sure everything is ok, don't complain, and use it anyway.
But this, was over the top.

 

[Jeffseven777]

id use them if there is no damage to the rotors. Hopefully you did an inspection of the rotor surfaces.

 

[SamwiseGamJeep]

id use them if there is no damage to the rotors. Hopefully you did an inspection of the rotor surfaces.

There is, as I said, gouging where packages inside are smashed,cut like cookie cutter, and bare rotors were banging together.
They better make this right.

 

[Jeffseven777]

Yea poor packaging technique for sure. each rotor could have been in an individual box and packing around each indidvidual box to prevent this. the outer package prob isnt walled enough and they could have used a better outerbox that is more riggid

 

[mrblaine]

There is, as I said, gouging where packages inside are smashed,cut like cookie cutter, and bare rotors were banging together.
They better make this right.

It would take me less time to fix the gouges in the swept area than you've spent on this post.

 

[Pokahpolice]

You using the box? Did someone hit them with a hammer? Cause the metal rotors will be fine. You’d have to try pretty hard to gouge them enough to where they’d need to be returned.

 

[TheBoogieman]

I watched the FedEx driver roll my 35" tires mounted on steel wheels OVER packages in his van because he was too lazy (or weak) to pick them up. When I ordered my LoD bumpers the company sprayed insulation into the boxes. Way less chances the idiot drivers could screw it up.
p.s. When I got my BM brakes, the packages didn't even have a scuff on them. I'm guessing the USPS employees knew mrblaine and were scared.

 

[Zorba]

The problem, to my mind, is more of a FedEx problem than Rock Auto. I'm increasingly becoming a non-fan of FedEx - and am even starting to factor in FedEx vs. UPS shipping when shopping for something; all other things being equal.

With that said, Rock Auto isn't perfect either - I had to pay return shipping on something that was incorrectly listed on their website. *shrug*

 

[williambmac]

I have to admit that Rockauto is definitely lacking when it comes to their shipping department.
I have recieved numerous packages from them where the outer box is in perfect condition, but the internal shit is damaged.
They alway ask if the box is damaged and want pictures.
The most recent was a box that contained a clutch kit, alternator and a blower motor.
There was no packing material in the box and the blower motor cage was smashed to bits.

 

[mrblaine]

The problem, to my mind, is more of a FedEx problem than Rock Auto. I'm increasingly becoming a non-fan of FedEx - and am even starting to factor in FedEx vs. UPS shipping when shopping for something; all other things being equal.

With that said, Rock Auto isn't perfect either - I had to pay return shipping on something that was incorrectly listed on their website. *shrug*

Not that it matters much but Rock Auto is the worst packing in the industry. I get unit bearings from them. They will put 10 in a single wall box that you can't even pick up without the box collapsing. No way is that going through the shipping companies unscathed.

The problem is RA does none of their own packing. They are a drop shipping company with rules for how stuff gets packed at each warehouse they ship from. They do it the absolute cheapest way possible.

 

[mrblaine]

I have to admit that Rockauto is definitely lacking when it comes to their shipping department.
I have recieved numerous packages from them where the outer box is in perfect condition, but the internal shit is damaged.
They alway ask if the box is damaged and want pictures.
The most recent was a box that contained a clutch kit, alternator and a blower motor.
There was no packing material in the box and the blower motor cage was smashed to bits.

Go put together an order for multiples of the same part. You will generally see 5 different warehouses they ship from.

 

[Zorba]

Not that it matters much but Rock Auto is the worst packing in the industry. I get unit bearings from them. They will put 10 in a single wall box that you can't even pick up without the box collapsing. No way is that going through the shipping companies unscathed.

The problem is RA does none of their own packing. They are a drop shipping company with rules for how stuff gets packed at each warehouse they ship from. They do it the absolute cheapest way possible.

Or they'll ship something very small and light in a ginormous box. Amazon does that too at times. I love it when something shows up like that, with 2 or 3 air bags thrown in for good measure - that do absolutely nothing.

 

[Modoc Guy]

Crappy shipping for sure, and very disappointing treatment by Rock Auto.

That’s normal from FedEx, not for Rock Auto in my experience.

But even with little dings in those rotors, they’ll be fine. Lap them with a flat file and run ‘em. You’ll never know or feel the difference.

And props to @mrblaine on his packaging, many vendors could learn a thing or two from him!
Anyone with BM brakes knows what I mean!

 

[williambmac]

Go put together an order for multiples of the same part. You will generally see 5 different warehouses they ship from.

I have had that happen several times. One rotor from warehouse 1, 1 rotor from warehouse 3.

 

[Zorba]

I make, and sell, a musical instrument called the "Sistrum", originally from ancient Egypt as far as anyone can tell. The amount of packaging I have to do to make sure it arrives safely when shipping is pretty mind boggling. I have a supply of shipping boxes of the needed size that I custom build the insides of to hold and protect the thing. I ship these ONLY by UPS. So far - knock on wood - they all have arrived safely.

 

[Pokahpolice]

Haven't bought many Chinese products have you?

Lol, is that even possible? Everything is from China these days.

 

[SamwiseGamJeep]

Thanks for the response guys, def. A packing, and a Fedex problem. But I guess my main point is,
THATS for Rock auto to take care of, not Me! They should hit Fedex with it, if I had been here, I would've refused shipment.
But also the very poor Customer service. Closing the ticket less than an hour after they opened it, whilst I'm trying to
send them more pics, that they requested??? Thats like having a door slammed in your face.

 

[SamwiseGamJeep]

It would take me less time to fix the gouges in the swept area than you've spent on this post.

It's the principle of the matter at this point.
You don't slam a door if my face and not get a reaction. I don't tolerate it. Like I said, had I been here, would've refused it, but closing the ticket while I'm trying to send the extra pics they requested?? Because they didn't like something I said? That's bad service, and they should have replacements on the way, and a pick up issued for these. But so far, nada.

 

[CharlesHS]

I have been dealing with Rock Auto since early 2000 and always had good results....
Several months ago I needed to return a part that did not fit and did not include certain parts even though it was supposed to be a plug and play item.
Their Customer Service Returns Dept asked me at least 2 dozen questions as to WHY the part would not fit and wanted specifics as to WHAT was wrong.
The more I answered the more they asked....
I finally explained to them that it was not my responsibility to fix their vendors problem and I wanted to return the item. They asked me if I would accept a partial refund; I said NO.... They wanted me to pay for the return shipping; which they would remove from the refund. When I refused they reduced my share to 1/2 and I refused again...
Finally the Customer Service relented and gave me a full refund and provided a RO shipping authorization...
They must be having quite a few returns and were trying to reduce their amount of financial responsibility.

 

[SamwiseGamJeep]

I have been dealing with Rock Auto since early 2000 and always had good results....
Several months ago I needed to return a part that did not fit and did not include certain parts even though it was supposed to be a plug and play item.
Their Customer Service Returns Dept asked me at least 2 dozen questions as to WHY the part would not fit and wanted specifics as to WHAT was wrong.
The more I answered the more they asked....
I finally explained to them that it was not my responsibility to fix their vendors problem and I wanted to return the item. They asked me if I would accept a partial refund; I said NO.... Then they wanted me to pay for the return shipping; which they would remove from the refund. When I refused they reduced my share to 1/2 and I refused again...
Finally the Customer Service relented and gave me a full refund and provided a RO shipping authorization...
They must be having quite a few returns and were trying to reduce their amount of financial responsibility.

Wow, similar experience here, how'd you keep after them? Through the email ticket? Or by phone? They closed my ticket, and you can only get through to a receptionist answering system. I left one message, but I'll leave more.