If you are looking for car parts, RockAuto has a wide variety at affordable prices. Also, if you experience RV problems, they have a large selection of RV spare elements. However, before placing an order, do your due diligence to establish if the company is credible to protect yourself against any issues when dealing with them. For instance, numerous customer complaints indicate poor RockAuto customer service.
|
|
|
Number of RockAuto reviews – 8.5K |
|
RockAuto rating* – 2.4⭐⭐ |
|
Claimed losses – $1.9M |
|
Successful calls – 4%/62.3K |
|
Resolved issues – 51 |
Key Insights:
- There is no way to contact RockAuto by phone or email. To reach RockAuto customer service, customers should use their help center and online self-service features accessible 24/7.
- RockAuto reviews indicate issues with ordering items online, as no exact steps are provided on the official website.
- RockAuto return policy states that customers can return items within 30 days for a refund.
- However, it is not possible to process returns over the phone.
This article answers the top RockAuto customer questions regarding its credibility and customer service:
- Is RockAuto legit?
- How to contact RockAuto customer service by phone?
- How to contact RockAuto by email?
- How to contact on social media?
- How to order RockAuto parts?
- What is RockAuto return policy?
- How to return parts?
- How long does RockAuto shipping take?
1. Is RockAuto Legit?
Rock Auto is an online car parts business. It is a family-owned company that was founded in 1996 by automotive engineers. According to their About Us page, they have two main goals — to make auto parts affordable and readily provide information about auto parts.
RockAuto ships thousands of car parts from hundreds of manufacturers to millions of customers worldwide at warehouse prices. Their product catalog keeps expanding to enable car owners to find any parts they want.
Although customers like that RockAuto.com has a wide range of auto parts at affordable prices, reviews indicate some concerns and questions about the company like, “Is RockAuto legit?” For instance, customers often have challenges contacting RockAuto customer service.
As such, one of the top questions to the company is— “How do I speak to someone at RockAuto?” In the next sections, we will address how to contact RockAuto customer service in detail.
Although customers like that the company has a wide range of auto parts at affordable prices, RockAuto reviews indicate some concerns and questions about the company. For example: “Is RockAuto legit?” or “How do I contact RockAuto by phone?” as customers often have challenges contacting RockAuto customer service.
Top RockAuto complaints
Based on RockAuto reviews, the company has a 2.4-star rating out of the possible 5, with only 15% of users who would likely recommend the auto parts company to friends and colleagues.
Customer feedback on PissedConsumer indicates issues with how to contact RockAuto. Here are the common RockAuto complaints:
- Poor customer service.
- Delivery delays.
- Difficulty with RockAuto returns.
- Challenges with ordering.
2. How Do I Contact RockAuto Customer Service by Phone?
RockAuto customers often find themselves in a position where they need immediate assistance. Hence some of the top customer questions are “ “Can you contact RockAuto customer service by phone ”?
Our research has established that there is no way to speak to someone at RockAuto. There is no RockAuto phone number that customers can call. Neither is there a RockAuto customer service chat option.
On their help center, they indicate that RockAuto is fully an online company. Therefore, they do not offer assistance over the phone. The company explains that being a completely online business is the only way they can keep auto parts prices low.
Instead, they have a comprehensive help center and online self-service features that customers can access 24/7. The help center provides answers and instructions for issues regarding finding parts, placing orders, shipping, order status, returns, and refunds. For instance, to get details about the RockAuto return policy, check their “Order Status & Returns” page.
Although a Rock Auto phone number is indicated for the corporate headquarters (1-608-661-1376), it is not usable for customer service. Neither you can use the corporate Rock Auto phone number to order parts.
Some reviewers have described RockAuto customer service as non-existent. Some RockAuto reviews contain users' frustration in being unable to get assistance over the phone. For example, in one Rockauto complaint, the customer had to spend “frustrating almost an hour of trying to somehow contact someone” just to finalize:
They basically don't have any customer support.
3. How to Contact RockAuto by Email?
There is no RockAuto email address provided on their website. However, when customers contact RockAuto support via the self-service tool, they get a response from service@rockauto.com.
Several reviews evidence that there is no RockAuto customer service email. For example, in one of the RockAuto reviews the customer states that there is no working phone number or email address to contact customer service for assistance with returning defective parts:
…having the option to either call customer service (which is just a recording stating the they only do customer service online) or email customer service (but the only option to email from the drop-down is jobs/career, which goes to their HR department.
In their RockAuto reviews, customers often look for other than phone numbers and email ways to contact the company. As for social media, RockAuto has accounts on Facebook and Twitter. Notably, there haven’t been any new posts on the Twitter page since 2020. However, they post occasionally on Facebook.
Previously, customers left their RockAuto complaints on the latest posts. RockAuto customer service has since restricted comments on their Facebook page. While you could contact RockAuto by sending a direct message on their social media pages, there is no evidence that you will get a response.
5. How Do I Order RockAuto Parts?
Some customers have difficulty ordering parts on RockAuto. For example, in RockAuto review #5137800 the customer expressed frustration in not being able to make an order:
…tried three times to place order does not go thru nor response…
There is no way to contact RockAuto customer service for assistance. Furthermore, the help center indicates that there is no way to order via phone. The only way to order is via the self-service portal.
The website does not provide the exact steps for making an order. However, the “Help with Accounts” section of the help center indicates that you do not need an account to make an order. That said, having an account and logging in can be helpful for managing your orders.
Generally, the ordering process involves browsing the RockAuto parts online catalog to find the parts you want. Add them to the cart and then proceed to checkout. RockAuto does not have a mobile app and all orders are made via the website.
6. What Is RockAuto Return Policy?
As evidenced in the RockAuto complaints, customers often encounter issues with their ordered items and would like to return them. Sometimes, the RockAuto parts are defective, or the wrong items are shipped. According to RockAuto reviews, other times the customer had attempted to cancel their order, but the items were still sent out.
For example, in RockAuto review # 4527616, the customer explained that they were seeking a replacement or a refund for a Ford Thunderbird Power brake booster that they had bought on the platform. It stopped working after brief use.
With no telephone number for RockAuto for customers to follow up on such issues, we checked the company’s website to find out what their return policy stipulates.
According to the RockAuto return policy, customers can return items within 30 days for a refund. You can return any parts except liquids that have been opened, gift certificates, and parts that have been installed or modified. You must return the items in their original packaging to qualify for a refund. The company does not refund if the parts or manufacturer’s box is damaged.
Shipping charges are not refundable, and the customer pays for RockAuto returns. If you refuse delivery or the shipping company returns the items because you provided the wrong shipping address, the carrier return fees will be deducted from your refund.
If 30 days have lapsed, you may still be able to return the items for replacement if they are faulty and qualify for the manufacturer’s warranty.
7. How to Return RockAuto Parts?
According to the RockAuto reviews, customers have challenges with returning items. Even those that meet the RockAuto return policy face challenges. Furthermore, just like there is no RockAuto phone number to order parts, you can’t make a call for returns. These challenges make some customers wonder—is RockAuto legit?
For instance, in RockAuto review #2583322, the customer expresses frustration not having the possibility to escalate his return issue with the company. He believes he had extenuating circumstances (being hospitalized for COVID-19) for not returning his items within the stipulated return period.
The parts are unused or modified and are still in the box. However, he can’t call RockAuto to follow up on the issue of the returns.
We looked at their website to establish the right steps for RockAuto returns. They are as follows:
- Log in to your RockAuto account.
- On the “Order Status & Returns” page, find the RockAuto parts you would like to return by providing your email address or phone number and order number.
- Click “Arrange a Return/Report a Problem” on the part you want to return.
- Select the number of items you would like to return.
- Then, choose the reason for returning from the drop-down menu.
- The system will ask further questions regarding the return and then provide you with return instructions.
- You will also be allowed to generate a return shipping label.
- Follow the return instructions provided. Note that the return address is not the same as the address where the parts were shipped from. The parts must be returned in their original packaging.
8. How Long Does RockAuto Shipping Take?
RockAuto shipping time varies depending on your carrier and method of shipping. The provided delivery time for your ordered items is an estimate and may vary slightly. Bear in mind the time taken to process your order at the warehouse.
Typically, orders take one business day to be prepared for shipping. However, if you make your order over the weekend or on a public holiday, it will be processed the next business day. To establish an accurate RockAuto delivery time, add the order processing time to the provided delivery estimate.
Delivery delays can also be caused if the items you bought are listed as having a delay. Also, if your provided payment method has an issue, your order won’t be confirmed, causing further delay.
Several reviews illustrate the delivery issues that customers often experience. In one RockAuto complaint, that customer narrated how they had paid an extra $20 for expedited delivery but the parts arrived on Monday instead of Friday. When they reached out to RockAuto to follow up on the delivery delay, they were told:
oh well, we don't guarantee shipping, too bad.
RockAuto has an extensive assortment of affordable auto parts. However, customers often need help with using the self-service portal. While some customers cannot make orders, others require assistance with returns or using purchased items. Numerous reviewers are particularly frustrated with the lack of Rock Auto customer support.
What has been your experience with RockAuto? You may write a review on Pissedconsumer.com.
*Disclaimer: Ranking and statistics are based on our users’ review texts and PissedConsumer posters’ reviews. Also, a company’s rating is calculated using a mathematical algorithm that evaluates the information in the profile, including users’ rating, the number of resolved issues, the number of company’s responses, etc. The algorithm is subject to change in the future.
Legal disclaimers:
- While every effort has been made to ensure the accuracy of this publication, it is not intended to provide any legal, medical, accounting, investment or any other professional advice as individual cases may vary and should be discussed with a corresponding expert and/or an attorney.
- All or some image copyright belongs to the original owner(s). No copyright infringement intended.
