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 56725 reviews
Categories
auto parts
RockAuto.com
6418 Normandy Ln #100, Madison, WI 53719, USA
(608) 661-1376
http://www.rockauto.com

RockAuto Total Experience

RockAuto Price for Value

Will Recommend RockAuto

steve d.

Merrimack, NH
RockAuto.com

poor customer service

I have been waiting two weeks for an item to ship (or get a ship date) when the part was listed a a one day delay. To top that off they refuse to cancel the item . I know I can order a replacement from them supplied from a different vendor however I don't want to get stuck with extra parts and/or the shipping charges. Their customer service is poor at best. I just returned a part that was obviously a prior return with a dirty box and tags removed and took 10 days to get only to have to return it. It would be nice if it was possible to know where an item is shipping from. I paid next day air to get a part shipped from only 50 miles away.

comments

We are sorry for the problem with this customer's order. Normally orders are processed and shipped within a business day. The product this customer purchased had to be specially ordered from the manufacturer and required additional time to process the order. The delay was listed on our website at the time the customer made his order. The time to process this order took longer than expected and we were able to honor this customer's request to cancel his order. We explained this to the customer when he contacted our customer service team by email. Our customer service team is available by email (service@rockauto.com) 7 days a week and normally responds within a few hours or less.

We apologize for the wrong part this customer received. He reported this problem on our Order Status & Returns page (https://www.rockauto.com/orderstatus/) and we authorized a return of the part for a full refund including shipping. We have since refunded this customer. This customer did not place any recent orders with Next Business Day shipping. He selected an economy shipping method that can take up to a week for delivery for the part he returned to us. Tracking confirms that part was delivered within a week. When customers add parts to their shipping cart we show live estimates from the carriers of when parts are expected to be delivered for the different shipping options that are available. For more information about shipping and how to minimize shipping costs please visit our Help page (https://www.rockauto.com/help/?page=3&qsearch=shipping#SHIPPINGCOST).

 RockAuto.com commented on 11/06/2020
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