customer service not available Rockauto

INCase · Oct 5, 2018

a bit of a rant but more story/warning

have only bought from rockauto 2 times. this time the fedex tracking showed the parts (brake rotors) were delivered Wednesday. asked Mrs INCase and she confirmed that they had NOT shown up.

so i double checked Fedex and it says delivered at 1:30 on Wed. so i go to call rockauto and their phone says they are 100% online for everything including customer service. so i follow the steps online to report missing delivery and it doesn't really go anywhere. it takes you thru the "return" section and you select whats wrong. it then put up a note that my package is still intransit and to wait another 7 or 9 days for it to show up. no other buttons or menus to go into, no way to chat or send a note to anyone... just out there in limbo. so i called Fedex and they said it was delivered and they would have the local office call me today and they would have the driver describe our house to "ensure" it was delivered. that's nonsence as they obviously have my address and anyone can go into google street view,see my house and describe it. they said if they delivered it and its not there i would need to call the local authorities... nonsence. they also said to check with all my neighbors to see if its at the wrong house. i paid for delivery and they didn't deliver it to my house, they need to go check with my neighbors to find it.

anyway.. very frustrated at the prospect of no parts and seemingly no way to resolve it other than telling visa to void the charge i'm really questioning/hesitating to use Rockauto again.

in the mean time i did go on a tour of the neighborhood and the next street over has a house with the same # and sure enough it was there still on their front step. neighbor said sorry... i said no problem it was fedex's fault.. but thought to myself you could have brought it over (2 days) or called fedex that they goofed up... wonder how long they would have let it sit.

so i'm curious if fedex will call today and what story they will tell me.

as always... buyer beware.

Traditional Farmer · Oct 5, 2018

You want service buy from a local parts store and pay for the service.You don't get what you don't pay for most times.

MSD · Oct 5, 2018

We have the same address number and on the same street as a nursing home. Difference is we are on the N address numbers and they are on the S address numbers. Ups was mixing us up all the time and the post office does also. They just called and said we have a package of yours or we would drop theirs off if we got one. It's gotten better lately though.

ptfarmer · Oct 5, 2018

A friend of mine has using Rockauto for a few years now, never had any problems with them. Wait, and see if Rockauto sends you another pair of brake rotors.

jimg.allentown · Oct 5, 2018

You are blaming Rock Auto for FedEx's delivery problem. Not fair.
I have bought many parts from Rock Auto for repairing many vehicles. Every time, I have received good service and prompt delivery. Fortunately, they usually send my parts via USPS or UPS. FedEx is basically incompetent.

I will tell this story one more time:
I ordered an item from eBay. The seller insisted on using FedEx. Several days later, I got a card in the mail from FedEx asking me to call them and give them directions to my house. the driver could not find my address. I called and gave them directions. Another 3 days, and I get another card asking me to call and give them directions to my house. Again, I called and spoke to the same person. Another 3 days passed and again I got a card. Hmmm... So, again I called. Spoke to the same person again. Again, I was told that the driver could not find my house. So, I started giving directions - AGAIN - and then I stopped. I told the person on the phone to just make it easy. Just give it to the UPS driver. He always finds my house. Strange, they didn't like that answer, but it showed up on my front porch the very next day.

In any case, it is not fair to blame Rock Auto for FedEx's incompetence. Had you ordered anything else from any other seller, would you blame them as well?

4520BW · Oct 5, 2018

The problem is most fed ex drivers are contractors! I have never had a problem with UPS but fed ex has said undeliverable when I track my package, called them and said they had no drivers for that area!

rusty6 · Oct 5, 2018

I've had good luck with Rock Auto shipping to Canada so far but that story is a little disturbing. Most of my stuff comes by DHL global mail and ends up at the post office or else the local courier drop off site in town.
Just checked my order status and it tells me my new heater core for the 81 GMC is waiting for me in town at the post office.

Bob · Oct 5, 2018

NOT sure how the seller is responsible for the delivery Co.'s screwup?

I had a similar deal several years ago with an Amazon Package. Tracking showed it was delivered to my front door.

Called UPS and they said the driver pushes a button on their electronic do-dad and it notes by GPS location where it was left.

I was about convinced it had been stolen from my front step when it turned up a few blocks away, where UPS had left it.

NO explanation was offered as to how that happened.

All that being said, earlier this year I got an empty padded shipping envelope from Rock Auto, it was damaged/torn open, nothing inside but the packing slip.

I went through the steps on the Rock Auto site to report what had happened, and received an new shipment of the parts in a few days.

Butch(OH) · Oct 5, 2018

Good to know if I ever need to contact them but I have dealt with Rockauto for quite some time, at least 100 orders and never had reason to contact them. Different story with their delivery company of choice which is FedeX. They are a problem here, or maybe more accurately their drivers. We have about a 150' driveway and twice now Fedex left a package in the landscaping beside the mailbox and we had 3 other lost items that they say were delivered. I now tell sellers including Rockauto that if Fedex is the only choice I will buy elsewhere.

Crazy Horse · Oct 5, 2018

I guess when if you buy something electronically online, then you can expect to use online to deal with issues. Try making a phone call to your phone/TV/internet provider these days, up here even the "call you back" feature seems to have gone the way of the Dodo bird. Seems like Incase is frustrated with Rock Auto and Fedex and also the guy living a block away, but the title indicates Rock Auto only. Actually, Rock Auto was maybe the least guilty of all three. Perhaps the one suggestion of buying local was the best advice passed along.

retired farmer · Oct 5, 2018

Last year I wanted to order something from RockAuto and the year before, something from Amazon. I will not put my credit card out over the internet so I always get a phone number to call in person. Spent several hours on both web sites looking for their phone numbers. Came up with nothing. So I did some more searching on the internet for what I was looking for, found it at a lower price, got a phone number from the sellers information, called and talked to the very helpful sales people and placed my orders. Receive parts within a week, Very happy. I figure if RockAuto and Amazon can't provide a phone number to call and place an order, they don't need my business. UPS and FEDEX do an amazing job of delivering stuff but sometimes they do miss the address.

oldtanker · Oct 5, 2018

Folks, I think what the problem was is the OP felt that Rockauto's customer support needs to be more attentive to non delivered goods. It's one of the reason that I don't play games online with car parts.

Rick

Bruce(OR) · Oct 5, 2018

I have purchased a few hundred items through rock auto. My last count of items ordered ran up around 6 grand. They took off the phone line a short time ago and I used to call it to find out part failure history. I have found that when you go cheap you might wind up calling a tow truck. I have had a few items (2,3?) screwed up but not enough to get me to go to town, spend the time, and more money, getting a less quality part with no options other than to wait for them to order a better item. If I have to wait for an order, i can it myself and cheaper.
As for transportation, The wife and I have two cars, one mini van, two trucks, a few tractors and not stuck when "one" breaks down.
If you only have "one" vehicle then I can totally understand your need to buy local expensive cheap quality parts. Most folks do have two or maybe even three vehicles.
As for delivery, I nearly lost one shipment to a package thief. The wife got there just in time. FedEx is the cheapest game in town for a lot of items currently and other shippers and faster time are available for an increased price when ordering. I suppose when the auto parts stores start stocking a wider variety of parts and cheaper I will go back to them and not wait for the delivery service.

rustyfarmall · Oct 5, 2018

Fed-Ex is very unreliable in this area. To the point that I no longer do on-line business with companies that use only Fed-Ex.

INCase · Oct 5, 2018

wow you guys take things in odd ways. of course some of you will be offended by that statement.

Anyway.. the point was IF i had an issue with Rock Auto there seemed to be, from my experience, no way to easily talk to them and rectify it as they have no phone and no clear online system to work thru either. The point was NEXT Time i will think twice before i use them and passing that info on to others.

on the other points. YES it is absolutely Rock Auto's problem fed ex goofed up. Rockauto chose the shipper. I paid rockauto for the part AND paid rock auto shipping so they ARE absolutely responsible to get the part to me. yes fedex is too.

i had used Fedex alot when i parted out a Case 400, 730 and 800 and only had one part get lost. fedex has insurance up to 100 so it worked out.

i do try to buy local. somethings are getting hard to find local at any price. like AC parts.

1948CaseVAI · Oct 5, 2018

You have no beef with RockAuto - your beef is with FedEx. FedEx owes you the rotors, not Rock Auto. Your anger is completely misplaced and wrong.

Leroy · Oct 5, 2018

I have the problem of the wrong address with the post office. I am not aware of them getting my mail but I get theres. Both samw number but my address is Ashburn and theirs is Cemetary So the post office just looks at the number and not road name. My town is Wapakoneta but the post office says all the mail is sorted and packaged for delievery in Columbus, Oh and that is the way it comes into the post office so carriers are not even supposed to have to look at the address. Sorting used to be at Lima, Oh 15 mile away, to save money now they have to haul the mail 80 mile one way then haus it 80 mile again to bring it back. So where do they save money by halling the mail an extra 145 mile?

Hobo,NC · Oct 5, 2018

Rock Auto is crossed off my list you have made the point as to why... Just wait till some of the others have to jump thru hoops they are not going to be a happy camper...

ivan in michigan · Oct 5, 2018

I would not trust Fed X at all. I had a shipment that was not delivered once and they said driver said he left it on our deck Not there then he said they left it in our garage. I asked them which door they put it in and they said one of the big doors. I aske dhow they got the door open as they are all on openers. End of phone call and next day their ins company called and paid for the order. The order was 1500 rounds of .223 ammo. Sheriff dept also got involved in helping to try and track this down

JMS/.MN · Oct 5, 2018

Fedex: When it absolutely, positively, has to get there...whenever we get around to it.

casecollectorsc · Oct 5, 2018

Got some struts from Rockauto that didn't fit....my mistake. Did the return and amount credited to my account, no problem. Have ordered many
times from them and will continue.

Duner Wi · Oct 5, 2018

For some reason I have great luck with Rock Auto, USPS, Fed EX and UPS.
I ordered a wrong part from Rock Auto once, my fault and had no trouble returning it and getting the correct part.

dhermesc · Oct 5, 2018

Actually Rock Auto hired Fed Ex to deliver the package - why would Fed Ex answer to someone that is not paying them?

jddrawbar · Oct 5, 2018

Fed X is a joke in our area.

Ken Combs · Oct 5, 2018

You're absolutely correct in asking RA to fix the lack of delivery. They selected the carrier and paid the bill. The product doesn't belong to you, until it's in your hands.

That's the way it is on eBay and Amazon and should be that way everywhere. As a frequent ebayer, both buying and selling, I'm quite familiar with the processes. The seller must assure that the product arrives, unbroken.

Both of them have a great online contact system but also a phone or direct email backup.

I've considered using RA, but stories like yours and their stupid restock fee have prevented them from gaining me as a customer.

Last week I ordered a cable operated hose clamp too from Amazon. The little jaw broke off when tightened on the first clamp. Contacted Amazon, instant refund and no need to ship it back.

OTOH, If the buyer insists on a specific carrier and pays the shipping directly, it's on him/her to take that responsibility.

flying belgian · Oct 5, 2018

For fedex ground does each driver own his truck? Kinda like a franchise thing or like some furniture delivery companies?

DWF · Oct 5, 2018

I lived in NE Minnesota for many years and had a lot of parts deliveries by Fed Ex. I don't believe I ever had a problem with them. One thing I liked about Fed Ex and Speedee is that they came earlier in the day. I did have many deliveries as I was in the logging and trucking business and many parts were shipped to me.
I have since moved to Wisconsin and have only had one FedEx delivery and it was good.
DWF

Duner Wi · Oct 5, 2018

flying belgian, I think you may own your truck but you could also drive for someone else who owns the truck, Fed EX does not own the truck. This is Fed EX Ground formally RPS. You are an independent contractor. That is the way it used to be anyways.

Ken Combs · Oct 5, 2018

At on time the Ground guys were Fedex Employees, Home Delivery (separate service) where independent contractors. Of course, overnight and freight are employees also. May have changed but that was the case a few years back.

Royse · Oct 5, 2018

"FedEx is basically incompetent."

That may be the understatement of the year!
I've had FedEx turn around in my already snow plowed driveway
and send me a notice that they couldn't deliver because of bad weather.

Another time they couldn't decide which house was which, so they
sat the packages in the field between the two houses, uncovered,
in the rain and left. Like someone was supposed to find them?

I now ask for different shipping methods. If FedEx is the only
option, I don't order from that company. Period.

RockAuto has other options. At least they did the last time I ordered.
I've never had to return a part to them, so I can't speak to their
customer service or trying to contact them. Everything fit and worked.

shinnery · Oct 6, 2018

My last experience with Fedex around here was bad. I bought a pellet gun over the internet and the seller decided to use them. I finally had to pick it up at a Walgreens Drug Store in Abilene weeks later.

shinnery · Oct 6, 2018

It was shipped adult signature required.

IanC · Oct 6, 2018

Did what you saved buying from online make up for the PITA you are having? I much prefer maybe paying a little more and walking away from the parts counter with MY items in MY hands.

Bret4207 · Oct 6, 2018

I use Rock auto all the time. I've never had any issue getting parts or returning them. UPS/FedEx, yeah, I've had a lot of issues getting my stuff on time from them.

Texasmark1 · Oct 6, 2018

Many years ago I ordered a 4' set of bolt cutters and a farm jack from HF, shipped via UPS. Birdbrain delivery stooge delivered them alright but leaned them up against my 2 55 gallon trash drums. One wouldn't think that trash pickup day just happened to be the day they were delivered and I don't know what the trash guy did with them but had I been him something sitting in or around the trash drums is trash. So they disappeared.
Got in touch with UPS and within less than a week I had another driver (I'd bet) and replacements put on my porch.

Don't recall how I knew what I knew about their disappearance as it has been many many years ago but I do remember the replacements.

One other time I had UPS delivery guy put a small package on top of of one of the cans but when I got home from work I found it and informed UPS about that incident too......just happened to be other than a trash day. No more of those problems to date.

W_B · Oct 7, 2018

(quoted from post at 15:07:09 10/05/18) a bit of a rant but more story/warning
in the mean time i did go on a tour of the neighborhood and the next street over has a house with the same # and sure enough it was there still on their front step. neighbor said sorry... i said no problem it was fedex's fault.. but thought to myself you could have brought it over (2 days) or called fedex that they goofed up... wonder how long they would have let it sit.

so i'm curious if fedex will call today and what story they will tell me. as always... buyer beware.

Exact same thing happened to, but not with Rockauto. Same address, different street. FedEx delivered me a TV and only God knows where my mower parts ended up. The vendor got it fixed, resent my parts and FedEx picked up the TV.

ScoutB · Oct 7, 2018

I've had very good luck with Rock Auto. My access to auto parts stores are small town, no stock, wait for delivery. I can get the part delivered to my door in the same time for less money form RA. I once got a part from Rock Auto that was quite different than the part I was replacing. I was sure I had the wrong part so I called them and the guy that answered the phone explained that it was a redesigned part that mounted differently. Sure enough, it was the right part.

customer service not available Rockauto

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Member

Well-known Member

Member

Well-known Member

Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Well-known Member

Member

Similar threads