Rockauto shipping rant

[Sensei]

Another Rockauto rant thread. Picked up a cheap denso radiator to try and swap in over the weekend since my old rad blew out through the crimp seams near the top. Decided to order thermostat, housing, gasket, and radiator cap at same time. Rockauto packaged everything together into a single box with the radiator exposed. The thermostat and other parts got free of their packaging, bounced around, and destroyed a perfectly good radiator. It kind of cracks me up how this radiator makes it all the way to the USA from Indonesia, just for the shipping department at RockAuto to do dumb shit like this. Wanted to vent my frustrations, but honestly it's kind of comical at the same time that they seemingly do this intentionally to save cost. How does practices like this not come back to bite them in the ass?

 

[TJustin]

I ordered a CSF radiator from them 6 weeks ago and they packaged mine excellently. No complaints here. They even shipped the thermostat and other things in a separate box. FWIW it all shipped from the same warehouse.

 

[Sensei]

I ordered a CSF radiator from them 6 weeks ago and they packaged mine excellently. No complaints here. They even shipped the thermostat and other things in a separate box. FWIW it all shipped from the same warehouse.

I was not so lucky xD

 

[Bammo68]

It kind of cracks me up how this radiator makes it all the way to the USA from Indonesia, just for the shipping department at RockAuto to do dumb shit like this.

Ultimately the answer is because... Rock Auto doesn't have a shipping department.

The stuff they sell doesn't physically exist in a warehouse owned or controlled by them. Rock Auto was founded by a small group of guys (I want to say they were IT guys?) who basically built an eBay style direct to consumer pathway for all the small dealerships, parts companies and mechanics with spare stock to move product through. So what you are getting is the leftover / spare / returned stock from any one of a multitude of sources. If that source happens to be a large vendor with a professional attitude and high turnover then you will most likely get a great service. If that source happens to be BillyBob'sPickupTruck Emporium and he is trying to shift old stock or returned stuff then who knows what you get.

If (for instance) 10% of orders aren't perfect, its likely that for less than half of those orders will the customer actually do anything about it and if its outside the narrow returns window then bad luck. So if its something like 3-5% of orders that are busted, they just adjust their margin up 3-5% and dont even bother checking whether you have returned the stock - they just issue a refund and hit the source for that refund anyway.

RockAuto is a very clever IT hub and order fulfillment engine that connects sources to customers, its not an Auto Parts Store.

 

[Moglocker]

Another Rockauto rant thread. Picked up a cheap denso radiator to try and swap in over the weekend since my old rad blew out through the crimp seams near the top. Decided to order thermostat, housing, gasket, and radiator cap at same time. Rockauto packaged everything together into a single box with the radiator exposed. The thermostat and other parts got free of their packaging, bounced around, and destroyed a perfectly good radiator. It kind of cracks me up how this radiator makes it all the way to the USA from Indonesia, just for the shipping department at RockAuto to do dumb shit like this. Wanted to vent my frustrations, but honestly it's kind of comical at the same time that they seemingly do this intentionally to save cost. How does practices like this not come back to bite them in the ass?

View attachment 589575 View attachment 589574 View attachment 589573 View attachment 589572

Probably have to go buy a comb at auto zone,fix it right up.

 

[mrblaine]

Ultimately the answer is because... Rock Auto doesn't have a shipping department.

Sad, but true.

The stuff they sell doesn't physically exist in a warehouse owned or controlled by them.

Also true.

Rock Auto was founded by a small group of guys (I want to say they were IT guys?) who basically built an eBay style direct to consumer pathway for all the small dealerships, parts companies and mechanics with spare stock to move product through. So what you are getting is the leftover / spare / returned stock from any one of a multitude of sources.

Not even close to true. They contract with stocking distributors to deliver all manner of new currently available stuff including lots of even Mopar brand.

If that source happens to be a large vendor with a professional attitude and high turnover then you will most likely get a great service. If that source happens to be BillyBob'sPickupTruck Emporium and he is trying to shift old stock or returned stuff then who knows what you get.

If (for instance) 10% of orders aren't perfect, its likely that for less than half of those orders will the customer actually do anything about it and if its outside the narrow returns window then bad luck. So if its something like 3-5% of orders that are busted, they just adjust their margin up 3-5% and dont even bother checking whether you have returned the stock - they just issue a refund and hit the source for that refund anyway.

RockAuto is a very clever IT hub and order fulfillment engine that connects sources to customers, its not an Auto Parts Store.

 

[Gilaguy23]

Looks like something scamazon shipped. Their idiots would pack a crankshaft and a carton of eggs in the same box.

 

[Link]

Guess the OP got the tard in the shipping dept that day. Never had any unresolved issues with Rock Auto although a couple of my brothers have and won't use Rock Auto. I buy from them regularly.

 

[mrblaine]

Guess the OP got the tard in the shipping dept that day. Never had any unresolved issues with Rock Auto although a couple of my brothers have and won't use Rock Auto. I buy from them regularly.

It depends on the warehouse. I have got an emergency shipment of Centric brake drums before. We ordered 10, they stuck them in one box, not a heavy duty double wall 250 lb. rated box, just a normal single wall like Amazon uses. It was a very well covered with tape paper sack by the time it got here. I've got other shipments where they shipped one drum and used 20 bucks worth of foam pads to pack it in a good box.

 

[flyinfish]

Two orders in a row I had the item inside the manufactures box being different than the part number on outside of box. Rock Auto stated since the outside of box was correct then it wasn't their fault and stuck me with the return shipping cost back to them as well as having to pay shipping on the replacement part I still needed. I spent a lot of time going back and forth via email with Rock Auto to which they finally closed the dialogue. (Basically pound sand)

I like Rock Auto when everything goes as planned. Rock Auto has a very good parts catalogue that is easy to traverse to see what's available for your application. Their prices are bar none the cheapest by quite a bit most of the time. One issue to watch for is multiple warehouse shipping cost. I've had as many as four warehouse charges in one order so it can add up quick. On the other hand I've had shipping cost as cheap as $5.99 and would say on the whole their shipping costs are fair.

 

[txbemis69]

recently ordered akebono (oem) front brake pads from tocksuto for the wife’s nissan altima. i received rear pads for her car. made contact with rockauto via email and only heard back from them after return window was closed. part numbers for front and rear pads are no where near the same. needless to say i am stuck with rear pads that one day i may need if the wife keeps the car long enough. front pads ordered from ebay for a better price after rockauto’ bs.

 

[TheBoogieman]

They screwed up the only two orders I placed with them. Never gave them another shot, since there are places with cheaper prices/shipping.

 

[Daryl]

I’ve also ordered twice. First time was a starter drive shipped in a box that 10 would have fit in with zero packing. The part was like a ball in a pinball machine. Second time was a GM window regulator that lasted about 6 cycles. Never ordered from them again. I do use their catalog to look stuff up though.

 

[scatlin]

I've ordered from Rockauto many a time. But, most of the time, I use them to get a part number and then go find it on Amazon so I can get it next day. Yeah, it's a lot more expensive but I get it when I need it rather than days later.

 

[Luke90]

very bad experience with rockauto as well, as they gave the carrier a different address compared to the one I shared. also, not sure multipack will arrive al together. price may be competitive, but customer service is one of the wrost ever had. Let's see if I'll ever be able to receive my stuff...

 

[MaxNard]

RockAuto has always made good on any bad experience I've had when ordering. I'd rather keep them operating than Amazon.

 

[Hacker412]

I had my shipment arrive opened, and the parts were missing. FedEx said they were not responsible because they delivered the box. The box was empty with a large opening where I assume the AC compressor escaped, among several other parts. RockAuto would not respond, so I disputed the charge. It's not worth the hassle/risk of ordering parts from RockAuto. If something goes wrong, you are SOL.

 

[chili_pepper]

Their idiots would pack a crankshaft and a carton of eggs in the same box.

While they may be idiots, they aren't really idiots for this. Regarding Amz packing procedures, it's trained behavior....and I suspect if they don't follow what they're told, they're looking for another job.

I ordered/returned a relatively expensive hardbound book six (6) times due to this. Book was placed in an absurdly large box loose with two flat sheets of dunnage paper laid on top every single time. Every one showed up looking like a used college textbook. Unlikely the same worker packed it all six times.

Rockauto packaged everything together into a single box with the radiator exposed.

I had the exact same thing happen to me 1.5 years ago, though other than that instance, I've never had any issues buying from Rockauto. Fortunately, the damage was to the fins only, I used some small plastic pry tools I had onhand to straighten them. If you prefer, a fin comb as suggested by @Moglocker would make short work of cleaning it up.

 

[CharlesHS]

For almost 20 years I had been ordering parts from Rock Auto with good results.
A couple years back I ordered a clutch master and slave cylinder for my 2001 TJ 4.0L.
The master cylinder did not fit no matter how many ways I tried to install the part.
I compared the replacement part to the OEM part and there was a noticeable difference in its design.
I contacted the RockAuto customer service requesting to return the part; stating the part did not fit.
The Customer Service representative wanted a detailed explanation; WHAT was wrong with the part, WHY the part did not fit and HOW to correct the problem.
I informed the Customer Service representative "I am not your Design Engineer" and it is not my job to determine for you what it would make the part fit.
Finally received approval for a refund and returned the part.
Since then I have not ordered any parts from them.

 

[Zorba]

I had my shipment arrive opened, and the parts were missing. FedEx said they were not responsible because they delivered the box. The box was empty with a large opening where I assume the AC compressor escaped, among several other parts. RockAuto would not respond, so I disputed the charge. It's not worth the hassle/risk of ordering parts from RockAuto. If something goes wrong, you are SOL.

That *is* one of the biggest problems with RA - they ship via FedEx.