Rock Auto quality problems?
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Senior User
Joined: Apr 2006
Posts: 219
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From: vermont
Rock Auto quality problems?
Not sure if we are allowed to comment on this stuff or if this is the right place, but I wanted to put it out there that I think I'm not going to buy from them anymore.
I've been buying stuff here and there for a few yrs from them, but this week the straw that broke the camel's back came as a used part from what i believe was likely a salvage yard.
Ordered a "Closeout" Motorcraft multi function switch (turn signal). Was delievered in a sealed plastic bag with a generic printed sticker on it - not an authentic Motorcraft tag. The unit is full of dirt/dust, even a dead spider, and the contacts appear to be slightly coroded - the main reason why I was buying a new unit. This piece sure looks like it came out of another vehicle.
So, the Closeout items that I view religiously may actually be used stuff? Does that sound fair? The part i got could have 200k on it for all I know.
The previous item was rubber exhaust hangers. All 3 tore right at the 3 month warranty time. I guess a 3 month warranty should be a sign of eminent failure anyway. They wouldn't replace. I replaced again with dealer hangers, no issue to date.
I've also tried to to order a trim piece that I keep getting phone calls from after the order, stating that they aren't going to be in stock for an indefinite time unless they receive enough orders, so they cancel my order, everytime I order. They will never get enough orders if they keep cancelling everyone's order on this item. So the part will never be in stock, so take the damn thing off line.
Ordered Closeout brake pads and they look like they were returned. Beat to crap from bouncing around in the box loosely, no clips or packaging or anything, just 2 loose pads.
Many times their pricing is slightly better, but the shipping is ridiculous and puts the order over another webstore's pricing including shipping.
I'm probably whining tonight, just wondering if anyone else has had issues with them.
I've been buying stuff here and there for a few yrs from them, but this week the straw that broke the camel's back came as a used part from what i believe was likely a salvage yard.
Ordered a "Closeout" Motorcraft multi function switch (turn signal). Was delievered in a sealed plastic bag with a generic printed sticker on it - not an authentic Motorcraft tag. The unit is full of dirt/dust, even a dead spider, and the contacts appear to be slightly coroded - the main reason why I was buying a new unit. This piece sure looks like it came out of another vehicle.
So, the Closeout items that I view religiously may actually be used stuff? Does that sound fair? The part i got could have 200k on it for all I know.
The previous item was rubber exhaust hangers. All 3 tore right at the 3 month warranty time. I guess a 3 month warranty should be a sign of eminent failure anyway. They wouldn't replace. I replaced again with dealer hangers, no issue to date.
I've also tried to to order a trim piece that I keep getting phone calls from after the order, stating that they aren't going to be in stock for an indefinite time unless they receive enough orders, so they cancel my order, everytime I order. They will never get enough orders if they keep cancelling everyone's order on this item. So the part will never be in stock, so take the damn thing off line.
Ordered Closeout brake pads and they look like they were returned. Beat to crap from bouncing around in the box loosely, no clips or packaging or anything, just 2 loose pads.
Many times their pricing is slightly better, but the shipping is ridiculous and puts the order over another webstore's pricing including shipping.
I'm probably whining tonight, just wondering if anyone else has had issues with them.
Postmaster
Joined: Dec 2008
Posts: 3,940
Likes: 8
From: Southern Oregon Coast
I've only ordered from them a couple of times, but I didn't have any problem with them either time...
The first time, I ordered valve spring shims, retainers, locks, and valve stem seals - all parts were new - the only oddity with this order was that I had ordered 16 shims and they sent me a box of 100 (only got billed for 16) - I guess I have a few extras lol...
The second time, I ordered a fuel pump for the wife's Windstar - one of those closeout deals, which I think came from some outside source, but the kit was new, well packaged, and had all the parts in it...
Your mileage may vary...
The first time, I ordered valve spring shims, retainers, locks, and valve stem seals - all parts were new - the only oddity with this order was that I had ordered 16 shims and they sent me a box of 100 (only got billed for 16) - I guess I have a few extras lol...
The second time, I ordered a fuel pump for the wife's Windstar - one of those closeout deals, which I think came from some outside source, but the kit was new, well packaged, and had all the parts in it...
Your mileage may vary...
Fleet Owner
Joined: Jan 2004
Posts: 26,007
Likes: 575
From: Brentwood,CA
Ron,
I feel your pain Rock auto lost all my respect this year. I purchased "CLOSE OUT" defect only warranty brake pads from them. When the brake pads arrived there was no box. But rather all 4 brake pads were tapped together. You can not sell these as new in box parts. If I would have known this I would not have bought them and I could not verify without the box that they were really ceramic material. I contacted them and was offered nothing. Told me to return it to them at my own cost for a refund. Never again!!!
I feel your pain Rock auto lost all my respect this year. I purchased "CLOSE OUT" defect only warranty brake pads from them. When the brake pads arrived there was no box. But rather all 4 brake pads were tapped together. You can not sell these as new in box parts. If I would have known this I would not have bought them and I could not verify without the box that they were really ceramic material. I contacted them and was offered nothing. Told me to return it to them at my own cost for a refund. Never again!!!
Lead Driver
Joined: Apr 2007
Posts: 5,958
Likes: 105
From: Houston
Thankfully I never ordered anything from them. I dont like them because they never have what I really need. The other stuff they do carry I can get the same exact thing on avg $5 - $10 cheaper at my local Advance autoparts and I dont have to pay s&h either. I would definetly use Summit before I would use Rockauto after seeing this topic. I would have used them in the past if they would have had what I was looking for. They have the correct A/C clutch with inertia ring like the one mine has. Its a remanufactured unit but after s&h it comes out $15 more than if I just went to Oreilly`s and got the same remanufactured product from them.
MSEE
Joined: Apr 2004
Posts: 10,386
Likes: 35
From: Austin, TX
Not to sound disrespectful, but if you buy something with the words "close-out" next to it, what do you expect really?
I have been a Rock Auto customer for years. You just have to know how to shop there. The simple fact is that if any manufacturer in the world makes the part, Rock Auto has it - that means they'll have the good quality stuff and the poor quality stuff. If you're trying to save the maximum possible amount of money, then expect quality issues. But it's not Rock Auto's fault. They also carry high-quality parts and when you browse their catalog, it's pretty obvious which verison of the part is going to be a no-box overseas part and which part is going to be higher quality. Still though, even the higher quality items on Rock Auto are still cheaper than if you found them somewhere else. So there's no reason to go bargain hunting and mess with close-out items, because often times they still carry the quality stuff for cheaper.
That being said, I have had my share of stuff come out wrong - brake hoses with the wrong size fitting, etc - but their customer support is second to none. I ordered a radiator hose for my Galaxie last summer and it came with a crease on the inside and wouldn't seal. It was probably a $15 part. I called customer service, and the guy on the phone was one of the nicest representatives I've ever worked with. They didn't make me mess with returning the damaged hose - they let me throw it away, and had a new hose at my doorstep a couple days later.
My only real complaint with Rock Auto is the shipping - if I need a handful of parts for a project, often times the total order ships from 2 or 3 different warehouses, and you're charged separate shipping for each warehouse and it adds up. However, for me, it's well worth not having to spend an entire Saturday making phone calls and driving in traffic to 4 different parts stores for one simple brake job, and still having to special order that one last item. I also don't like having someone else look up parts for me - I like to be able to browse the part numbers and different applications myself.
All in all, personally I think Rock Auto is the single best replacement parts source available, you just have to understand the realities with a service that offers that many parts.
I have been a Rock Auto customer for years. You just have to know how to shop there. The simple fact is that if any manufacturer in the world makes the part, Rock Auto has it - that means they'll have the good quality stuff and the poor quality stuff. If you're trying to save the maximum possible amount of money, then expect quality issues. But it's not Rock Auto's fault. They also carry high-quality parts and when you browse their catalog, it's pretty obvious which verison of the part is going to be a no-box overseas part and which part is going to be higher quality. Still though, even the higher quality items on Rock Auto are still cheaper than if you found them somewhere else. So there's no reason to go bargain hunting and mess with close-out items, because often times they still carry the quality stuff for cheaper.
That being said, I have had my share of stuff come out wrong - brake hoses with the wrong size fitting, etc - but their customer support is second to none. I ordered a radiator hose for my Galaxie last summer and it came with a crease on the inside and wouldn't seal. It was probably a $15 part. I called customer service, and the guy on the phone was one of the nicest representatives I've ever worked with. They didn't make me mess with returning the damaged hose - they let me throw it away, and had a new hose at my doorstep a couple days later.
My only real complaint with Rock Auto is the shipping - if I need a handful of parts for a project, often times the total order ships from 2 or 3 different warehouses, and you're charged separate shipping for each warehouse and it adds up. However, for me, it's well worth not having to spend an entire Saturday making phone calls and driving in traffic to 4 different parts stores for one simple brake job, and still having to special order that one last item. I also don't like having someone else look up parts for me - I like to be able to browse the part numbers and different applications myself.
All in all, personally I think Rock Auto is the single best replacement parts source available, you just have to understand the realities with a service that offers that many parts.
Logistics Pro
Joined: Jan 2007
Posts: 3,835
Likes: 106
From: Martinsburg, WV
On Rock's behalf, They stock very few of their own parts. It is all 3rd party dropship. When you see a closeout part it is a vendor that is either discontinuing a line or like what you got that the vendor classed as returned but resellable and marked down. Sometimes it may even be misboxed. I am one of Rock's vendors. We do not do any closeout stuff but I am familiar with it. Most of the people are very nice to work with. I have had a few issues in the past buying from them, but I ordered the cheapest thing they had and it showed. They took care of the problem and even took care of the related damaged part. Like said above, you have to be careful what you buy.
Thread Starter
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Senior User
Joined: Apr 2006
Posts: 219
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From: vermont
I agree with the customer service. They phone home in the evening, or work during the day. As if someone is actually looking at your address and realizes the time zone. I don't even remember giving my work number, was really surprised with that call one day.
However I felt like this time I learned my lesson on the Closeout stuff - yes that stuff is returned or damaged. BUT - not necessarily cheaper. The statement about Closeout being less quality stuff is inaccurate - If they state Motorcraft, there is no cheap or quality version, Motorcraft is Motorcraft. Used is a different story. Closeout shouldn't = used.
Closeout in a dept store = open box or discountinued.
In this recent order, I would have never thought a part could come from a salvage yard. I'll post some pics of it tonight. The only way it could be in the state its in, would be if it was sitting open on a shelf in a barn for a few yrs. The contacts that look green are a common problem that require replacement of the multi function switch - but not with an old used part of the same nature. That's my issue. I guess my real question is - does anyone know if Rock deals with salavage yard stuff?
As far as cheaper quality stuff, I disagree with that as well. Tasca auto always beats them for Ford stuff including shipping. I find Rock's shipping usually puts them out of the ring.
I recently priced all Moog front end stuff for a complete re-do on my Excursion; another site beat them on all parts. And no not Car Parts Wholesale - a sketchy site.
Anyway - we all have relevant experiences based on what we buy and where we live for delivery. My last 4 transactions from them have not been satisfactory - I was just wondering what the general feeling was and if they actually sell salvage yard parts.
I'm always looking for good experiences and alternative sources that I haven't found yet.
TascaParts.com
Ford Excursion 4WD 2000, Moog Suspension Parts.
However I felt like this time I learned my lesson on the Closeout stuff - yes that stuff is returned or damaged. BUT - not necessarily cheaper. The statement about Closeout being less quality stuff is inaccurate - If they state Motorcraft, there is no cheap or quality version, Motorcraft is Motorcraft. Used is a different story. Closeout shouldn't = used.
Closeout in a dept store = open box or discountinued.
In this recent order, I would have never thought a part could come from a salvage yard. I'll post some pics of it tonight. The only way it could be in the state its in, would be if it was sitting open on a shelf in a barn for a few yrs. The contacts that look green are a common problem that require replacement of the multi function switch - but not with an old used part of the same nature. That's my issue. I guess my real question is - does anyone know if Rock deals with salavage yard stuff?
As far as cheaper quality stuff, I disagree with that as well. Tasca auto always beats them for Ford stuff including shipping. I find Rock's shipping usually puts them out of the ring.
I recently priced all Moog front end stuff for a complete re-do on my Excursion; another site beat them on all parts. And no not Car Parts Wholesale - a sketchy site.
Anyway - we all have relevant experiences based on what we buy and where we live for delivery. My last 4 transactions from them have not been satisfactory - I was just wondering what the general feeling was and if they actually sell salvage yard parts.
I'm always looking for good experiences and alternative sources that I haven't found yet.
TascaParts.com
Ford Excursion 4WD 2000, Moog Suspension Parts.
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FTE Leadership Emeritus
Joined: Jul 2002
Posts: 42,561
Likes: 423
From: Long Island USA
I've found a bunch of that type of stuff at almost every parts store, even local places where I just walk in the front door.
It seems when a shop returns an item, they don't bother to even check inside the box. I've gotten brake-hardware kits with one adjuster missing (bag torn open), wheel cylinders or calipers with brake-fluid running out of them in an open bag, all sorts of weird things.
What's happening is people are returning the item after taking one or two pieces out of it and getting full credit. Meanwhile, the parts store isn't really checking inside the box to make sure everything in there is still there, or even new.
Sometimes I wonder, if it's really just not checking for the item, the parts store guy pulling the part out and selling it separately and leaving the whole kit on the shelf as "new", or someone (parts pickup guy) getting paid under the table.
It's not specific to Rock Auto, it's all parts stores.
It seems when a shop returns an item, they don't bother to even check inside the box. I've gotten brake-hardware kits with one adjuster missing (bag torn open), wheel cylinders or calipers with brake-fluid running out of them in an open bag, all sorts of weird things.
What's happening is people are returning the item after taking one or two pieces out of it and getting full credit. Meanwhile, the parts store isn't really checking inside the box to make sure everything in there is still there, or even new.
Sometimes I wonder, if it's really just not checking for the item, the parts store guy pulling the part out and selling it separately and leaving the whole kit on the shelf as "new", or someone (parts pickup guy) getting paid under the table.
It's not specific to Rock Auto, it's all parts stores.
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Former Vendor
Joined: May 2008
Posts: 311
Likes: 18
Hello,
Thank you all for your postings. On behalf of RockAuto I would like to take the time to clarify what a "wholesaler closeout" part is.
"Wholesaler closeout" parts come from several circumstances: A manufacturer may discontinue certain part numbers or drop an entire product line. A distributor may switch from one brand of products to a competing brand. A store may decide to clear out slow-selling parts to make room for more popular items.
In circumstances like these, the seller is willing to accept a small fraction of retail value from someone willing to take all the parts at once. Wholesalers specializing in surplus inventory make these bulk purchases and then re-distribute the parts to other stores and distributors, or to overseas markets.
RockAuto is not a wholesaler of surplus inventory, but we work with some of those companies to offer their products to our customers. These parts are a tremendous value. They're new (or remanufactured), name-brand items just like those in our regular inventory, but because the wholesaler paid pennies on the dollar, we can afford to sell them for much less than retail price. In the case of discontinued parts, closeout inventory allows us to offer parts that otherwise would no longer be available at all.
Our regular return policy applies to everything we sell, including "wholesaler closeout" items. However, because we are buying these parts from a wholesaler, and not from the manufacturer or one of the manufacturer's authorized distributors, the manufacturer will not honor warranty claims on closeout items.
In most cases in which a "wholesaler closeout" is offered, our catalog also offers the same part from our regular inventory, fully warranted, at regular price. Each customer can decide if the cost savings for closeout parts, in his or her situation, is enough to offset the slightly higher risk.
Thank you,
RockAuto Auto Parts
Thank you all for your postings. On behalf of RockAuto I would like to take the time to clarify what a "wholesaler closeout" part is.
"Wholesaler closeout" parts come from several circumstances: A manufacturer may discontinue certain part numbers or drop an entire product line. A distributor may switch from one brand of products to a competing brand. A store may decide to clear out slow-selling parts to make room for more popular items.
In circumstances like these, the seller is willing to accept a small fraction of retail value from someone willing to take all the parts at once. Wholesalers specializing in surplus inventory make these bulk purchases and then re-distribute the parts to other stores and distributors, or to overseas markets.
RockAuto is not a wholesaler of surplus inventory, but we work with some of those companies to offer their products to our customers. These parts are a tremendous value. They're new (or remanufactured), name-brand items just like those in our regular inventory, but because the wholesaler paid pennies on the dollar, we can afford to sell them for much less than retail price. In the case of discontinued parts, closeout inventory allows us to offer parts that otherwise would no longer be available at all.
Our regular return policy applies to everything we sell, including "wholesaler closeout" items. However, because we are buying these parts from a wholesaler, and not from the manufacturer or one of the manufacturer's authorized distributors, the manufacturer will not honor warranty claims on closeout items.
In most cases in which a "wholesaler closeout" is offered, our catalog also offers the same part from our regular inventory, fully warranted, at regular price. Each customer can decide if the cost savings for closeout parts, in his or her situation, is enough to offset the slightly higher risk.
Thank you,
RockAuto Auto Parts
Hotshot
Joined: Oct 2002
Posts: 18,488
Likes: 22
From: The Big, Oregon
I've had decent luck with RA, they are the only place that carries the speedometer cable for my Eagle, and also had the best price on a GM transmission pressure control solenoid.
I did buy a rotor from them on closeout for my boss's SD, and while the price was about 1/3 of retail, shipping brought it up quite a bit.
I did buy a rotor from them on closeout for my boss's SD, and while the price was about 1/3 of retail, shipping brought it up quite a bit.
Thread Starter
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Senior User
Joined: Apr 2006
Posts: 219
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From: vermont
Thanks for replying Rock Auto.
I actually had a good outcome from this.
I was contacted with a resolution to replace my unit with another, no charge.
Haven't received it yet but hopefully in better shape than the first.
I really can't believe the state of the first one - someone must have packaged a used unrefurbished unit.
Look at the pictures here and you'll see why I came to the conclusion that salvage yard parts are used for closeout stuff. (actually the one I took out of the car was twice as clean as this "reman" one)
But cudos for customer service making it right.
Wanted to share that postive side to my story.
I actually had a good outcome from this.
I was contacted with a resolution to replace my unit with another, no charge.
Haven't received it yet but hopefully in better shape than the first.
I really can't believe the state of the first one - someone must have packaged a used unrefurbished unit.
Look at the pictures here and you'll see why I came to the conclusion that salvage yard parts are used for closeout stuff. (actually the one I took out of the car was twice as clean as this "reman" one)
But cudos for customer service making it right.
Wanted to share that postive side to my story.
Hotshot
Joined: Feb 2004
Posts: 11,697
Likes: 3
From: Marengo, Iowa
We get things returned to the store that have been used, sometimes the customer tries to pull a fast one by returning their bad part as an unused part, and if the counterperson doesn't open it and check it, then it gets put back on the shelf, for the unhappy next customer. That is why I try to open each and every part being returned, as well as each one I am selling. If something is missing, it gets changed to a damaged return, and then disposed of properly. Sometimes things are missing from the manufacturer, sometimes it is from a return. It is never intentional to sell incomplete parts sets, and I can't accept that any company would intentionally sell incomplete parts sets either, but unchecked returns are definitely possible, unfortunately.
Post Fiend
Joined: Oct 2003
Posts: 9,176
Likes: 4
From: Western Central NV
I have ordered from Rockauto & have not had any problems. I find somethings higher say than AutoZone, but I also find RA to be much less expensive on many items.
It is always nice to see that our Sponsors take care of us when we have a problem. That is one advantage of buying from our sponsors. Had you contacted them on this site you might of found the problem resolved quicker.
Craig
It is always nice to see that our Sponsors take care of us when we have a problem. That is one advantage of buying from our sponsors. Had you contacted them on this site you might of found the problem resolved quicker.
Craig
Hotshot
Joined: Feb 2004
Posts: 11,697
Likes: 3
From: Marengo, Iowa
I recently had bought a control arm through RA, and it was not available readily most places. One was backordered, which I found to actually be a common problem everywhere. They took care of the situation as well as possible. The price beat out Advance even with the shipping. I have my eye on a fuel pump and sender for my 88 F250 which beats out the price with my employee discount from Autozone... It is like anywhere, some things are higher, some are lower, that is why shoppers compare pricing before buying. The control arm was a Moog unit...