Business Description:
RockAuto, LLC is a family owned auto parts business. RockAuto has been serving do-it-yourself & professional automotive parts customers via RockAuto.com since 1999.
5 56960 reviews
Categories
auto parts
RockAuto.com
6418 Normandy Ln #100, Madison, WI 53719, USA
(608) 661-1376
http://www.rockauto.com

RockAuto Total Experience

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Will Recommend RockAuto

Melanie W.

Waynesboro, TN
RockAuto.com

Sent wrong part

I ordered both front and rear brakes for my vehicle. The rear were perfect, but THEY sent the wrong ones for the front. The part numbers werent even what I ordered. I returned them, but did not have the original box it all came in.
They told me I could not get credit for the return, be ause of the packing. I told them they sent the wrong part. He said it didnt matter, their return policy states it, but I could have the original ones returned to me if I wanted to pay the shipping. I couldnt use wrong parts, so they said they would be discarded. I NEVER got to speak to a live person, before or after the order, it was all thru email.

comments

As our return policy that is listed on our Help page (https://www.rockauto.com/help/?page=4#Returns) states to receive credit, a returned part must be complete and in its original, unmarked manufacturer's packaging. Returns may not be refundable if the part, or the manufacturer's box, is damaged while in transit to our warehouse. When this customer arranged her return on our website on 9/7/19 we provide return instructions that explain our return policy and that parts must be returned in the original, unmarked manufacturer's packaging. We also asked the customer at the time the return was arranged if the product number on the packaging matched what she ordered. She had destroyed this packaging which means we could not verify that she received a different part other than the one she ordered or why it did not fit her specific vehicle at the time she reported an issue with the part on our website.

The customer returned the product to our warehouse without the manufacturer's packaging. On 9/12/19 we contacted the customer to explain we can not process the return our warehouse received without the manufacturer's box. In her response to us she confirmed that she had destroyed the manufacturer's box which means we could not process the return. We offered to return the product to the customer at her expense since we could not process a refund for the return. This offer was extended to the customer for at least a week after we contacted her about the return we received without the manufacturer's packaging. She never accepted this offer during the time it was offered to her though.

 RockAuto.com commented on 09/27/2019
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