Need to rant

[DrDusty86]

Just had 3 struts dropped off and 2 aren't even close to the right ones. They sent me 1 Moog ST 8544 and 2 ST 8560 struts. I called they said oh we will send you another ST 8544 and return labels for the 8560's. They sent me 2 of the same shipping label that I didn't catch. I drove to fed ex to return the 8560's and find out the shipping label is the same but I have 2 boxes going back. I call them and guy said oh I will resent the shipping labels and I logged on to fed ex's computer and it was $3 to find out he EMAILED THE SAME ONE. I call back and he said oh we have record of two different labels.
I had time to install the Saturday morning. Now........... They REFUSE to expidite the right one or give me any credit..
Do I say and send one 8560 back and get the 8544 on it's way and Craig's list the other 8560 for my hassle? I am REALLY peeeved.
Rockauto customer service

 

[SwampSurvivor]

Wow! Haven't heard of service that bad from Rock Auto

 

[DrDusty86]

Me either.. until now I was very pleased with them.
No credit, no expidit....nothing.
I would have been happy to have them 2nd day it or something.
He said if I don't return the 2nd WRONG strut I will not be able to order from them again....HHHHHHHAAAAAHHHAA like I want to. I can Craig's list or ebay the 8560 for $100.

 

[NHGUY]

This is why mailorder...to save a few bucks....isnt always the best solution.

 

[Quest]

Wow! I have to deal with a lot of X border issues when ordering through RockAuto.

Even in my case: wrong parts have been promptly, courteously dealt with by them and I've never been more happier with them than most other online parts shops out there.

I guess you need to talk this matter through with their supervisor or manager in-charge.

Q.

 

[DrDusty86]

I did talk to a supervisor..he said return one with the shipping label and and we will send a new return shipping label in the 8544 that we will send you once one of the 8560's is on it's way back.IF YOU DO NOT RETURN THE 2ND 8560 YOU WILL NOT BE ALLOWED TO ORDER FROM ROCK AUTO AGAIN.

 

[tinmanSC]

Weird, I'd be ticked off too. I've ordered from Rockauto many times, always been pleased. sorry to hear about your situation, hope this isn't the start of a trend over there.

 

[NHGUY]

People get warm and fuzzy feelings buying from RA,seeing all the cheap prices and selection,but there is more to it than that.Some of the parts have been reboxed,they over charge for shipping,charge multiple costs for more than one warehouse location,difficulty to get warranties....had anyone walked into a bricks and mortar parts store and got treated this way,you would walk out and never come back.But the mighty RA,the saviour of car owners on a budget,can get away with it.Plus they threaten you.I only buy small,discontined things from RA,and pay too much for shipping,but I accept that for items that may be gone anywhere else.However,I would never buy struts,starters,mufflers.....big things from them.Good luck with a warranty claim or damage claim.Locally,its easier to handle issues like that.

 

[JHZR2]

Sounds like a communication issue. They shouldnt be so dumb as to not be able to connect the situation and its reconciliation.

Honestly if they dont give you a good response, Id dispute the charge on your CC and then use/sell what you can and get the right parts local.

 

[DrDusty86]

NH,
Yes, I am done with that company.. They have treated me like scrap. For my time, The 2nd WRONG strut will be going up for sale.

 

[Lillikai]

Id send them both back and say screw it, get most of your money back, even if you have to pay for return shipping.

 

[DrDusty86]

They won't give me ANY money for shipping the wrong ones. I just sent one of the wrong ones back so they would sent the right one that I am missing.

 

[DrDusty86]

I may dispute the charge on my CC after the other strut shows up...

 

[Brons2]

I would have just sent them all back and told them I was not interested in doing business with them anymore.

 

[mechtech2]

They should send a 'CALL TAG', which is a pickup of the wrong part from your front door.
On their dime, and on their time.

 

[Whimsey]

Originally Posted By: mechtech2
They should send a 'CALL TAG', which is a pickup of the wrong part from your front door.
On their dime, and on their time.


+1

Whimsey

 

[Pop_Rivit]

It's rather interesting how many of your posts are rants about something or the other.

And to keep on topic, I've used Rockauto several times without an issue, and I'm sure I'll continue to do so.

 

[GMBoy]

I also have had wonderful dealings with ROCKAUTO and I mean I order almost weekly from them. Always the best price - even with shipping and the parts are always at my door within 3 days. But like anything, bad dealings sometimes happen.

 

[The_Jeff]

My wife used to ship three coolers under one fedex label. Couldn't you duct tape both boxes together and slap that tag on? If it's overweight, they can pay for it when it gets there. Or it gets lost, whatever, RA's problem.

I had a brake rotor order go wrong on me, I order a PN 1234 but got 12345, an extra digit, presumably sorted/picked wrong. They told me to keep it, $15, not worth returning, and sent the right part out.

I knew it was an issue when the rotor had an extra lug nut hole.

RA seems "fair" to me, perhaps drop shipping at times. If you want the cheapest parts regardless of brand you can have their computer try to find one warehouse with everything you need instead of several scattered ones. If it meets their logistical needs you get a better price even if you don't see all their ins and outs.

But yeah dispute it with your credit card, they'll have a good laugh and cover your back.

 

[BearZDefect]

They have sent me junk before too:
- wrong part once, and refused to acknowledge their error
- junk part once, lesson learned as NHGUY wrote above.

Before we condemn RA to the very bottom of the barrel, I would trust eBay even less for non-trivial parts.