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 56865 reviews
Categories
auto parts
RockAuto.com
6418 Normandy Ln #100, Madison, WI 53719, USA
(608) 661-1376
http://www.rockauto.com

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Will Recommend RockAuto

Nick W.

Spotsylvania, VA
RockAuto.com

RockAuto keeps sending the wrong part

I'm frustrated. I have followed Rock Auto's instructions for determining which part is left/right. The website seems to have the parts backwards. both the photo and the instructions have caused me to order the opposite side part twice now. I feel I am being penalized for what to me is their inability to write clear instructions and since there is no one to talk to I am writing this now. In addition to sending the wrong part. I am now being charged for return shipping and only offered store credit. No way to get a refund to shop somewhere else. Part number doesn't match the box. I am losing confidence in being able to accurately order from Rock Auto. Disappointed.

comments

We are sorry for the problem with this customer's orders. The side (left or right) is determined as if you are sitting in the vehicle(see our Help page https://www.rockauto.com/help/?page=2&qsearch=left#LHRH). This customer has twice ordered a part listed in our catalog as a part for the "right" side and when they arranged their return online reported that they need the "left" side. We have authorized a return of the parts each time for a full refund of the part cost. As our Return Policy explains though "Shipping charges are not refundable unless the return is due to our mistake." When this customer arranged their return online we offered them a refund back to their original payment method or a store credit and they chose store credit. If customers need help beyond our website our customer service team is available by email (service@rockauto.com). They are available 7 days a week and normally respond within a few hours or less.

RockAuto.com commented on 04/08/2021
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