Getting wrong parts over the mail is shit, but being dumped on the phone like that is just too much. Give'em hell Man!
Horrible experience
Over last 2 weeks I have had the worst experience. Ordered an ac hose from the site for a caddy i'm working on. The picture shows the hose has the pressure switch, why I assumed I was paying more. Here is the screen shot from their site at that time...
View attachment 171962
So I emailed them to inquire to which the person tells me they don't know if it has switch or not and will need to confirm with the warehouse. Next day they reply saying they got confirmation that my part was missing the switch because their stock every piece had it included. They asked if I would like a new one shipped. WELL YEAH! so I send old one back and get the new one, WRONG AGAIN. no switch. I reply again to the email and told them again it came without the switch. At this the car has been down 2 weeks I don't have time to hear any more bitching from my customer so I just ask to return it.
While at work I started talking to my in house parts guys and tell them the story and how I was told it is a catalog error yet doesn't specify it does or does not come with the switch but one would assume based on the picture posted it was included. So I called in and got a very unhelpful fellow that just wanted to get me off the phone. Yes I was upset and yes I used quite a few choice words but mostly because this guy wouldn't let me talk and kept playing the victim card for the company. I am the victim, I was scammed, duped into buying one thing but provided/shipped something different. I was told by this guy it was my fault for ordering the wrong part. I requested they make this right and just provide me the sensor I had already paid for (what was in the picture). "We can't give out anything free, if you want it you will have to place an order for it." HELLO! didn't I already do that? I requested a supervisor to which I was told "I am the supervisor" I requested his boss, "there is no one else sir". I asked, really? You are CEO and all huh? I requested an escalation call back be requested. He told me "I don't feel that this issue deserves an escalation". LOVELY!
It appears they have now photo shopped out the sensor as seen here... View attachment 171986 .
To conclude I have been a long time customer of Rockauto even before they became sponsor/site vendor but this 1 issue really showed me how well they take care of their customers or any issues that may arise from a "catalog issue". I will return this part, file an official bbb complaint, leave a bbb review (negative) and attempt to contact CEO Jim Taylor to request that they do better going forward. I will never purchase from this company again.
So I emailed them to inquire to which the person tells me they don't know if it has switch or not and will need to confirm with the warehouse. Next day they reply saying they got confirmation that my part was missing the switch because their stock every piece had it included. They asked if I would like a new one shipped. WELL YEAH! so I send old one back and get the new one, WRONG AGAIN. no switch. I reply again to the email and told them again it came without the switch. At this the car has been down 2 weeks I don't have time to hear any more bitching from my customer so I just ask to return it.
While at work I started talking to my in house parts guys and tell them the story and how I was told it is a catalog error yet doesn't specify it does or does not come with the switch but one would assume based on the picture posted it was included. So I called in and got a very unhelpful fellow that just wanted to get me off the phone. Yes I was upset and yes I used quite a few choice words but mostly because this guy wouldn't let me talk and kept playing the victim card for the company. I am the victim, I was scammed, duped into buying one thing but provided/shipped something different. I was told by this guy it was my fault for ordering the wrong part. I requested they make this right and just provide me the sensor I had already paid for (what was in the picture). "We can't give out anything free, if you want it you will have to place an order for it." HELLO! didn't I already do that? I requested a supervisor to which I was told "I am the supervisor" I requested his boss, "there is no one else sir". I asked, really? You are CEO and all huh? I requested an escalation call back be requested. He told me "I don't feel that this issue deserves an escalation". LOVELY!
It appears they have now photo shopped out the sensor as seen here... View attachment 171986 .
To conclude I have been a long time customer of Rockauto even before they became sponsor/site vendor but this 1 issue really showed me how well they take care of their customers or any issues that may arise from a "catalog issue". I will return this part, file an official bbb complaint, leave a bbb review (negative) and attempt to contact CEO Jim Taylor to request that they do better going forward. I will never purchase from this company again.
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Your attachment links are dead.
Customer service dropped the ball on this one.
Sucks to hear this.........they have been stellar thus far.
Like all business' there are going to be some employed turds in the bunch that can ruin things quick
Like all business' there are going to be some employed turds in the bunch that can ruin things quick
totally agree on this, maybe is not the whole company, maybe is just that dick behind the phone that probably was flipping burgers a week before your purchase.Sucks to hear this.........they have been stellar thus far.
Like all business' there are going to be some employed turds in the bunch that can ruin things quick
Sorry to hear that Jonathan
I had an issue with Andys auto parts on something I ordered for my truck and it said it was for my truck
I called and raised hell and they wanted me to pay a $50 restocking fee for their mistake
I had an issue with Andys auto parts on something I ordered for my truck and it said it was for my truck
I called and raised hell and they wanted me to pay a $50 restocking fee for their mistake
Hello Jonathan,
I apologize for this issue and that you feel you have been mistreated. We fully agree with you that RockAuto had a catalog error. As you pointed out, we have since corrected it by updating our picture. We never implied that you ordered the wrong part as we were the ones with the incorrect picture, and we take responsibility for that error.
We are planning on fully refunding your original method of payment within 5 business days after receiving the part back at our warehouse (using the prepaid label we provided). While we can't make up for your lost time and we apologize for that, we can't send out additional parts for free (after we determined the error), or refund more than 100% of the money you spent with us on this order. However, if you would like to place a new order for the part, we did offer to pay for the shipping or cover part of the part cost, but that offer was declined.
I am sorry to hear we have lost a customer and it is never our intention to leave you dissatisfied. I'm sorry we couldn't come to an agreement in this situation but we wish you well for the future.
I apologize for this issue and that you feel you have been mistreated. We fully agree with you that RockAuto had a catalog error. As you pointed out, we have since corrected it by updating our picture. We never implied that you ordered the wrong part as we were the ones with the incorrect picture, and we take responsibility for that error.
We are planning on fully refunding your original method of payment within 5 business days after receiving the part back at our warehouse (using the prepaid label we provided). While we can't make up for your lost time and we apologize for that, we can't send out additional parts for free (after we determined the error), or refund more than 100% of the money you spent with us on this order. However, if you would like to place a new order for the part, we did offer to pay for the shipping or cover part of the part cost, but that offer was declined.
I am sorry to hear we have lost a customer and it is never our intention to leave you dissatisfied. I'm sorry we couldn't come to an agreement in this situation but we wish you well for the future.
Never been able to buy from this vendor...
Way overpriced inventory... IMO...
Sucks you got done so shitty... The word will travel fast on the "Nation" and to all they know as well !!!
Way overpriced inventory... IMO...
Sucks you got done so shitty... The word will travel fast on the "Nation" and to all they know as well !!!
Well there is always 2 sides to the story......unless we were personally involved there is no need to instill chaos or start a shit storm.
I've had over 20 transactions this year with no issues :shrug:
I've had over 20 transactions this year with no issues :shrug:
Say what? When was that offered? Never in any of the emails I have saved nor on the phone call I placed was that ever offered to me. Now maybe he said it while he kept teying to talk over me after he asked me a question but kept talking over me while I attempted to answer. And yes please by all means pull the phone recording and you will hear your guy imply that I am at fault for ordering the wrong parts. I wont argue this anymore than I already have it is obviously falling on def ears. Parts geek had the parts for less than half what you were charging anyhow and shipping is cheaper.Hello Jonathan,
I apologize for this issue and that you feel you have been mistreated. We fully agree with you that RockAuto had a catalog error. As you pointed out, we have since corrected it by updating our picture. We never implied that you ordered the wrong part as we were the ones with the incorrect picture, and we take responsibility for that error.
We are planning on fully refunding your original method of payment within 5 business days after receiving the part back at our warehouse (using the prepaid label we provided). While we can't make up for your lost time and we apologize for that, we can't send out additional parts for free (after we determined the error), or refund more than 100% of the money you spent with us on this order. However, if you would like to place a new order for the part, we did offer to pay for the shipping or cover part of the part cost, but that offer was declined.
I am sorry to hear we have lost a customer and it is never our intention to leave you dissatisfied. I'm sorry we couldn't come to an agreement in this situation but we wish you well for the future.
Thank you for the previous numerous pleasant experiences though!
1 - 13 of 13 Posts
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