Honda Odyssey Forum banner
Cancel

RockAuto.com - Beware No Customer Service- Only Email Communication

4513 Views 15 Replies 14 Participants Last post by  wwdwgs, 
L
I purchased a set of brake pad on Feb 4th from RockAuto.com and have not received the package as of yet. I didn't realize that this company only communicates by email. I tried RockAuto because I see a lot of people recommend ordering from RockAuto. After not receiving the package by the expected date of Feb 8th, I emailed RockAuto on Feb 11th to see where the package is at and all they tell me is to wait. It's now over 2 weeks and no package. I also followed up with USPS and they said they had no idea where the package is at. RockAuto has pushed out the date from Feb 12th, 15th, and now 21st to only contact them if a package is not received. After multiple attempts of trying to reach RockAuto, I emailed them on Feb 15th to cancel my order and ask for a refund for the brake pads and they have decided to not respond to my emails. I had to call my credit card company to stop payment on the purchase. How long does a customer need to wait? If you don't fulfill the order then return the customers money. This is the worst company to recommend to anyone if the only form of communication is by email.

I need to fix and use my car, so I decided to order from Amazon and they were able to deliver me the part in 2 days.

Beware of RockAuto. If I knew they only communicate by email, I would've never purchased it from them. It's to difficult to resolve anything if the only form of communication is by email. This is not the best form of communication. I rather buy from TireRack and Amazon. At least I can speak to someone on the customer service side. I do not recommend RockAuto.com!!

Tracking History
February 18, 2022, 1:28 am
Departed USPS Regional Facility
SAN FRANCISCO CA NETWORK DISTRIBUTION CENTER
Your item departed our USPS facility in SAN FRANCISCO CA NETWORK DISTRIBUTION CENTER on February 18, 2022 at 1:28 am. The item is currently in transit to the destination.
February 17, 2022, 9:16 pm
Arrived at USPS Regional Facility
SAN FRANCISCO CA NETWORK DISTRIBUTION CENTER
February 16, 2022
In Transit to Next Facility
February 12, 2022, 9:27 am
Departed USPS Regional Facility
JACKSONVILLE FL NETWORK DISTRIBUTION CENTER
February 11, 2022, 10:01 pm
Arrived at USPS Regional Facility
JACKSONVILLE FL NETWORK DISTRIBUTION CENTER
February 8, 2022, 7:35 am
Departed USPS Regional Facility
CITY OF INDUSTRY CA DISTRIBUTION CENTER
February 7, 2022, 11:31 pm
Arrived at USPS Regional Facility
CITY OF INDUSTRY CA DISTRIBUTION CENTER
February 7, 2022, 10:16 pm
Accepted at USPS Origin Facility
PICO RIVERA, CA 90660
February 4, 2022, 10:50 pm
Shipping Label Created, USPS Awaiting Item
PICO RIVERA, CA 90660
See less See more
Reply
Save
Like
1 - 16 of 16 Posts
dvpatel
Well. They are a good vendor and they only have customer service via email. That too is known. They very rarely run into issues. As you can see, they handed off the package to USPS and like you, they have no way to tell where the package is. They do rely on their shippers and USPS being the most incompetent of them all, what would you have done if you were the shipper (a small business who uses USPS).

While the RockAuto customer service could have been handled a bit better, you comparing them with Amazon (who has their own shipping company in ADDITION to them using USPS, UPS and FedEx at times) is sort of an unfair comparison.

Once you calm down a bit, you will see that this is a mess created by USPS and not rockauto. You will eventually get that package. And now that you have disputed the charge and "gotten your money back", RockAuto is out that part and the money. If RockAuto had to shell out that kind of money (AFTER shipping the packages), they can't keep their pricing low. Right?

Additionally, why a package shipped from PICO RIVERA, CA 90660 went to JACKSONVILLE FL and then back to SAN FRANCISCO CA is beyond me. Looks like the package was put on a wrong truck or plane perhaps?
See less See more
Reply
Save
Like
  • Like
Reactions: 4
N
This is all because of that De Joy guy. USPS workers being greatly understaffed, overworked, underpaid and crosseyed delivering mail.
Reply
Save
Like
  • Like
Reactions: 1
L
IMHO. Even if the fault lies with UPS. Rock Auto, via, email. Should have replied to the customer, and simply re-shipped another unit. The "loss", is part of doing business. Keep the customers happy... :)

IN the long run, Rock Auto, would probably gain more customer loyalty...:unsure:
Reply
Save
Like
F
I've had a BAD experience with the Los Angeles USPS distribution center in California. Got so bad to the point I had to contact USPS to ask where my customers package was at (USPS makes it hard to talk to an agent! - package kept going back to the distribution center). This is most likely USPS's fault and not RockAuto. Any package I order from them gets to me on time.
Reply
Save
Like
Juggawut
I've been buying from RockAuto for several years and I gladly pay a couple extra dollars for FedEx delivery. Once when I ordered spark plugs, USPS sent them to the wrong side of the USA TWICE.
Organism Font Gesture Electric blue Technology
See less See more
Reply
Save
Like
  • Haha
  • Helpful
Reactions: 2
T
dvpatel said:
They do rely on their shippers and USPS being the most incompetent of them all, what would you have done if you were the shipper (a small business who uses USPS).
Click to expand...
Am I really the only one who is presented with a choice of carriers at checkout? Or is that bit of truth too uncomfortable to mention?
Reply
Save
Like
  • Like
Reactions: 1
dvpatel
Ted said:
Am I really the only one who is presented with a choice of carriers at checkout? Or is that bit of truth too uncomfortable to mention?
Click to expand...
Neither. I haven’t purchased from Rock yet so I actually didn’t know that there were shipper choices.
Reply
Save
Like
  • Like
Reactions: 1
R
I used to buy from RA, but the cheap stuff isn't worth it, and the shipping brings it to the same price point as better quality. Prime example, got an email on wholesale closeout items. Was looking for wipers, and they had some for a couple bucks. Shipping was $14. Went to Walmart instead. When I need something better than aftermarket I go to HondaPartsNow.
Reply
Save
Like
Frontporch
I am interested in replacing my Odyssey's front brake calipers. I sent an email to rock auto because the remanufactured units required a core returned. I am not going to pay $40 to have those bricks sent back.

I emailed RockAuto and asked if they could provide a shipping label and if it would be comparable to the $10.99 shipping they quoted to send the parts. The source warehouse must be nearby for a shipping rate that low. I got what seemed like a human response in less than an hour (during the day) and answered my question that the provided label would be about the same cost. Can't argue with any of that transaction.

I think sometimes shipping might be expensive if the part travels across the country. Not sure RockAuto provides any information where the part is coming from other than A, B, C... Of course, you have to play the game and try to get your parts from as few warehouses as possible to minimize shipping. Overall, the cost involved in the entire purchase is hard to beat.
See less See more
Reply
Save
Like
T
They appear to get great volume discounts from Fedex ground. Last time I returned a pair of calipers, 2 years ago, the label cost me under $8 for the pair.
Reply
Save
Like
John U
I’ve sent back cv axles on two occasions using their labels for under $8 each time.
Reply
Save
Like
Berrsy
I had a great experience with RA, but of course, it would be great if they worked on their customer service.
Reply
Save
Like
markss
I had no problem reaching rockauto customer service. It is always possible to leave the reviews about this company here - https://rockauto.pissedcоnsumer.com/review.html and see if they will react on the complaint. Customers reviews are very important these days and many companies take them very seriously.
Reply
Save
Like
S
How? I once tried calling telephone and it goes to Corp but it wasn't cust service. Online is all automated.
Reply
Save
Like
W
nitely2 said:
and crosseyed delivering mail
Click to expand...
Oh, Man!!! i agree with you on THAT. Post office handles about 5 million parcels a day, and only 1% of f*ck-ups amount to only 50 thousand pieces. every day..... Lately (2-3 years) they screw up more and more, blaming the new hires for being lazy! yes, that's a reasonable whine.
They, as an organization, are going down and, with time and clever effort from "we the people", will be replaced by more reliable service (not ups, nor fedex, either....).
OP, as for RockAuto (RA) service - they do occasionally screw up, too. They don't answer the phones, and only reply to the emails, however you sent them. Most returns and issues can be handled from within their website - just got to you account, choose the order, and item and "play with it". Caution - they have a rather peculiar way of "gathering data" to issue, or not, the returns, refunds or replacements. Be very cautious and read more than once.

In 15 years, they only screwed up one order - the part number for my other car was correct, but the actual part was incorrect. RA ignored it. but, luckily for me, I used that part for yet another car... It's food to have more that one car, I guess....
So, don't be mad.... use their website for issues with order and, if it won't work (that's for the future issues, if any may occur), use Credit Card disputes as a last resort. LAST.
Or you can go to you local "trusted" store and get (sometimes inferior) parts and pay double....
See less See more
Reply
Save
Like
1 - 16 of 16 Posts
Honda Odyssey Forum
Odyclub community is the #1 forum to discuss all things Honda Odyssey: minivans, safety, service maintenance, mods, and more.
Full Forum Listing
Explore Our Forums
2005 - 2010 Odyssey 1999 - 2004 Odyssey 2011 - 2017 Odyssey 2018+ Odyssey Problems and Concerns
Top