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Rock Auto?


Eagle
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Based on a lot of positive comments on this forum, I decided to try Rock Auto. I am sorry to report that my first experience has not been a good one.

 

It's pretty difficult to screw up wiper blades -- if they're 18" long, they'll probably work. But my order also included a pair of rear hatch gas struts for the 2001 XJ, and those did not fit. The configuration of the upper (hatch) end attachment was completely different from the factory configuration. Rock Auto's automated return request site takes the attitude that because they say they sent the correct part -- the part must be the correct part. Therefore, they'll give me a refund for the cost of the struts, but I eat the return shipping.

 

So I'm going to have to buy the struts from Auto Zone after all, plus I'm out the cost of shipping the incorrect parts back to Rock Auto. I am not a happy camper.

 

Is this typical of them?

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Hi Eagle,

 

I have ordered from Rock Auto extensively for probably the last eight years. We have three kids, and six older vehicles in the family. Over all, my experiences have been very good.

 

I can only recall about three times when the wrong part was sent. Once it was the fuel injector "spider" for our 03 S 10. I ordered under the correct number, they sent what was listed as the correct part, but it was not. I called Rock, while I was on the phone the Rock Auto person contacted the manufacturer, found out that Rock  was given the wrong number from the manufacturer. They shipped out the right one immediately, and paid return shipping on the wrong item.

 

Second time, minor part, I think there was an online form to indicate that the part was wrong, they immediately shipped a new one. Third, I was redoing the brakes completely on my Comanche (calipers, wheel cylinders, master cylinder, brake lines, etc.). I ordered just about everything from Rock. One of the brake hoses was wrong. I didn't mess with it but bought one locally at Advance Auto.

 

Over all, their parts have been good, shipping has been quick, and I've saved a bundle over the years.

 

Gene

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Bought a flexplate from them a couple years back. There was a small scratch on it and some scuffs around the bolt holes. I snapped a pic and emailed them saying I wasn't sure it was a new part, and their first response (only a few hours later) was tracking info for the new one they shipped me free of charge and they told me not to the send the first one back. Showed up a week later, (first one took two weeks to ship to the great white north) and I've still got the first one.

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I also had an experience on a hood release cable...after the new one was installed the first pull it snapped!

I installed it after 3 weeks after I received it...I filed a claim and a week later the new one at my front door ...

At first they were asking me to return shipping but I went back and said I wasn't going to pay shipping back and they sent a link for shipping back...

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Hmmm ...

 

Well, I'm not a happy camper. I just shipped the parts pack. By FedEx it cost me $16.59 to send the parts back, and I'm going to get a $20.17 refund. So I'm out about ten bucks to Rock Auto, I don't have the parts, and it's still going to cost me the same as it would have cost me if I had just gone to Auto Zone in the first place.

 

I may give Rock Auto a second chance on something, some day. Right now, they're not looking very good to me.

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They are still my favorite but I've got an inside man there to help me with any issues I have, my old neighbor and good friend works in customer service there. I've only had one issue with them, where I got a gently used part, and I was shipped the correct part, new and free right away. I use them all the time. Out of at least 50 purchases, I've only had a few issues with the quality of the parts, (got some bad Gates Trans Cooler lines and a bad TYC starter). Neither instance was RA's fault because they don't manufacture the parts and I probably would've gotten the same part elsewhere, paying more for it anyway. I only go to advanced auto/local stores for the basic-need them today-items or when they have good sales.

 

I love the selection of the different part manufacturers that rockauto has!

 

Sorry to hear about a bad first experience. I will PM you my friend's RA email address and if you'd like to contact him to work through the issue, I'm sure he'd be happy to help!

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I use Rockauto extensively for my personal collection of vehicles.  Only had one time that I returned a part.  I received an order and the invoice listed a part, but it wasn't there.  I filed a missing part request on their website immediately.  I got a message saying the part was being sent.  The next day, the missing part from the original order arrived in the mail.  It had been separated from the rest of the order during shipping (it was a Jeep XJ/MJ exhaust intermediate pipe, fairly large item).  The "replacement" part arrived 3 days later.  I was given the option of keeping it (and being charged, standard price and apparently free shipping), or returning it, and they covered the return postage.  

 

If you are ordering lots of parts, and they ship from different warehouses, then shipping costs can become an issue.  Best to shop around in that case, Amazon, local, etc.  However, if your parts come from the same location, and sometimes you can choose a same but different brand part that will ship from the same location as other parts you are buying, then you can get some really good deals.

 

If they sent you the wrong part, I suggest that you play hardball with them and refuse to pay the return shipping.

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If they sent you the wrong part, I suggest that you play hardball with them and refuse to pay the return shipping.

Too late, I already shipped them back.

 

The problem is that Rock Auto claims they are not the wrong part -- because the number on the package matches the number they list for the part. The fact that the upper mount is nothing like the factory part apprentlky doesn't mean anything if the number on the package is "correct."

 

I guess I'm old-fashioned. To me, OEM replacement means it looks and fits like an OEM part. It doesn't mean "can be made to work (sort of) with some effort on the part of the buyer."

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The problem is that Rock Auto claims they are not the wrong part -- because the number on the package matches the number they list for the part. The fact that the upper mount is nothing like the factory part apprentlky doesn't mean anything if the number on the package is "correct."

 

I guess I'm old-fashioned. To me, OEM replacement means it looks and fits like an OEM part. It doesn't mean "can be made to work (sort of) with some effort on the part of the buyer."

 

I agree with you on what "OEM replacement" means.

 

And giving it some more thought, I did order a replacement chrome grill for my 91 XJ, and the one I received wasn't right.  It was for the earlier XJ/MJ that uses a separate stainless steel trim piece above and below the grill.  I was disappointed, but kept it and made it work.  Since I had the stainless trim pieces, I trimmed them shorter to fit with the later headlight bezels, but still fill the gaps above and below the replacement grill.  Now I wonder what their response would have been if I had wanted to return it.

 

Perhaps I'm being to easy on them, but given the number of parts I've ordered, they still have a pretty good track record for me.

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I must have gotten the same trans cooler hard lines. I got them from Rock Auto too. Mine split at the factory crimp from hard to soft. One let go on I70 by Silver Plume CO. The other gave up on the climb up Storm Mountain near the Big Thompson canyon. My guess was the factory crimp was a little too much and caused a fail point. I used compression fittings and hose barbs to fix it for good I hope.

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I quit using them. It seems like everything I want is shipping from a different warehouse. They charge shipping from each warehouse. I have been using Amazon Prime for all my parts as of late.

Agreed. Amazon's return policy is hard to beat as well.

 

I never could get behind the Rockauto bandwagon. They sell the same chinamade parts as everybody then tack on crazy shipping charges.

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I will still use Rockauto for some things.  Mainly I keep an eye out for clearance stuff.  I will also price compare, because even if the part is 20 bucks cheaper than the local parts store, by the time you pay shipping the difference may only be 5 bucks, and you get the ease of purchase and usually a warranty.

Not everything on Rockauto is cheap chinese crap either.  It just depends on their inventory.

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I'll chime in again.  I personally maintain the vehicles in my signature line.  It's my hobby and what I love to do.  Finding the right part at a good price is my goal.  99% of the time, I am not in a hurry to get my parts, because I have another vehicle to drive if one breaks.  Plus, I do regular preventative maintenance and I keep parts on hand for that.  For me it makes sense to order oil filters by the case, and then I'll check for other parts (like wipers, or gaskets, or that brake job I know I'll need to do soon) that I know I will need and if they happen to ship from the same place, then I can save on shipping.  That's how I save money on RockAuto.   I've scored some major deals by selecting parts that shipped from the same location.  If I am buying three things and they all ship from different places, then it's probably not a good deal.

 

For the number of parts I've ordered versus the number of problems or wrong parts, RockAuto has been a good deal for me.

 

Between RockAuto and Amazon, I haven't bought a part at a local auto parts store for a year and a half, when the XJ alternator died on the Interstate.  I barely made it to an exit, parked at Mcdonald's, and walked to Napa.  Changed it in the parking lot.  Of course I had two spares at home, 10 hours away.  To put this in perspective, over that last year and a half, I've mail ordered or junkyard sourced parts at least twice a month during that time.

 

For guys who are buying a part for their only car, only buying one or two parts, and need them quickly, buying local probably makes more sense than using Rockauto.

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Rock Auto's clearance is about the only thing they have going for it now.  They used to be the top dawg when it came to online auto parts retailers, but others have caught up.  Amazon now offers basically everything and free shipping on a lot of it.

 

The other thing I use Rock Auto for is sourcing parts for my MJ diesel engine.  Their international shipping rates are outrageous, but they're better than most other places I have found.

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This is the biggest reason I don't shop online ! I get all my auto parts etc... From a local auto parts store ( or the dealer ) , if I have a problem they fix it ,if I'm doing a side job they will put it on a hold tag and I can pay when I get paid , they will deliver my parts to me if I need them to . I get a really good deal on all my parts ! Sure I could probably do better online on the hard parts like water pumps, starters tune up stuff etc ... But personal customer service isn't there . I do however buy some things out side of the parts store like oil and wiper blades as they are usually crazy cheap at Costco ( or Walmart ) and if I need performance parts like carbs and intakes etc... I'll order from summit racing. I'm a very loyal customer and always try and support local businesses and all the people I do busines with know that and in return I get top notch customer service. Also all the places I shop at save for Costco and summit are long time locally owned establishments not vato zone .

Just my 2 cents.

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Only bad experience with RA was I bought a Felpro oil pan gasket for the 4.0.  I dropped my pan then I noticed the gasket was not the correct size.   I compared the part # on the box with my order; they pulled the wrong part.  They transposed some #s.  I needed a gasket that day, so I went to NAPA.  I paid more then RA even after shipping, but I got the correct part.

 

I contacted RA the next day and told them what happened.  I was refunded the purchase price and shipping.  They let me keep the wrong gasket.

 

I purchase online items that I don't need right away or the price plus shipping is way less then I pay locally.  If I need it right away, or I want to be sure the parts are correct, I get them locally.  I have NAPA, PepBoys, Advanced and Auto Zone all close by.  I log on the the web and search all four for the parts, prices and availability.

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I have mentioned this before for anyone who missed it Advance auto parts has some HUGE coupon codes listed online just search (advance auto parts coupon code) I have been doing this for a few years and they always work for me.

 

$40.00 off a hundred or more and 30% off over 50.00 I use allot.

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