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I needed an upper and lower radiator hose for my car. Went on Rockauto website and ordered them as per their listings for my vehicle. Neither part fit. I returned them $24.78 shipping and Rockauto refuses to refund any shipping costs. Bottom line, I am out over $61 in shipping costs.
i contacted their customer service agent. She informed me that it is their policy and they will not review it..
No more purchases from that retailer for me.
did you order the wrong part ? they sent the wrong part ? the part is just poor qaulity and dont fit correct ? rock auto does have some good stuff but alot of it is cheap chinese garbage.
As OP says, their customer service sucks. IMO, they are big enough and successful enough without the caring or expense of customer service..I am still PO'd from a core charge incident a year ago. Haven't bought much there, since.
They do have a great site! I use site to find part #'s and go elsewhere.
They do have a great site! I use site to find part #'s and go elsewhere.
I've done this also. Find a part number and then go to another site that has better prices and/or free shipping. The most recent project was rotors and brake pads all around my wife's 2016 Chrysler 300 (with only 24k miles). Shipping put Rock Auto out of the running in short order.
I've had 2 instances where they sent me the wrong part #. Both times were smaller parts, lug studs and brake rotors. Both times they over-nighted me the correct parts and told me to keep the parts that they already sent me. I have yet to have a poor experience with them.
So RockAuto went to AI based customer service several years ago. There is no human based customer support. That means you argued with a computer. I do agree there service is terrible and why I don't shop there.
That's a lot in shipping for radiator hoses. It seems my shipping costs run around $8 per box even with heavy stuff like a power steering pump. I've done a some returns. Yeah, you have to eat shipping but they didn't quibble over the return itself. Two due to my error and one due to manufacturer mislabeling. I am a regular customer but not exclusive. You have to shop the item when costs reach a certain threshold. I know this is one of those consumer issues, but you don't get anything for free, to include free shipping. You're paying for it somewhere in the price. Maybe not directly, but a business doing a lot of free shipping both sending and returns has to put that cost somewhere. So, the guy doing a lot of returns is driving up your price.
I needed an upper and lower radiator hose for my car. Went on Rockauto website and ordered them as per their listings for my vehicle. Neither part fit. I returned them $24.78 shipping and Rockauto refuses to refund any shipping costs. Bottom line, I am out over $61 in shipping costs.
i contacted their customer service agent. She informed me that it is their policy and they will not review it..
No more purchases from that retailer for me.
What brand of upper and lower radiator hoses did you order because they usually have OEM Ford parts as well as aftermarket parts.
With that being said, it sounds like something is missing from the OP‘s story because Rock Auto does not charge that much to ship two hoses and when one is checking out, it clearly gives the shipping options and price.
Perhaps the OP used next day shipping hence the high cost.
Of 4 shocks I ordered at the same time, 2 were delivered, but 2 sat in the Ocala Fl Fedex Ground warehouse for more than one week. Fedex continually said they tried to deliver and I was not home....complete lie. Tried Rock Auto. Can't talk to a person. Email back said if I did not drive to get the shocks they would be sent back and I would get refund. I needed the shocks before my daughter went to college. Good prices, but never again as if anything goes wrong I feel you are kind of hosed. They told me their model is no service dept. to keep costs down and pass it to the customer.
The parts were for a VW. I live in Canada and ordered from Rockauto Canada. The $61 was for shipping of two hoses sent from different warehouses. It also includes the return shipping.
I posted this because I felt members should be aware of poor customer service from this automotive retailer. It wasn’t until I did a bit of internet research that I realized how poor Rockauto’s return policy is. Their ratings are unbelievably poor.
Go ahead and order from them if you wish. Just be ready to absorb the shipping costs if you return merchandise that doesn’t fit. They don’t care if it’s their mistake, they have your money and they will keep it. You are probably better off to keep the parts and sell it on craiglist.
Hopefully, this post will assist members in making an informed decision before they purchase anything from such retailers. Had I known, I would have purchased elsewhere. A $61 lesson.
summit racing as an example..if your service rep delivered the wrong part its on them. If you order the part yourself and its wrong, the shipping to return is on you. So I usually go through their people when ordering.
I never used rock auto and now I wont. I dont like their animated commercials either lol
