Rock Auto Warranty Returns And Contact

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Fitz98

Joined
Mar 17, 2011
Messages
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Location
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Has anyone had to return a part for warranty replacement through Rock Auto?
Who pays for the shipping to get the part to RA and the new replacement part sent back? It looks to me like the consumer pays shipping.
Is there any way to communicate with Rock Auto?
I can't seem to find a phone number or e-mail address on their website.
 
I do think the customer pays the shipping back but they cover shipping cost of the replacement to you.
Am I responsible for return shipping costs?
In most cases, yes. We offer discounted return shipping labels through our Order Status & Returns page. See, "How much does return shipping cost?"

The only exceptions to this are if you received a part number that is not what you ordered, an item arrived defective, or if the manufacturer confirms our catalog information is incorrect.
Click to expand...

https://www.rockauto.com/help/?page=4#RETURNOPT
 
I've tried many times to get through to anyone at the company. There is no phone number at all for questions or anything for that matter. I had to negotiate returns through their email address. I guess that's why their prices are so lough, not extra bodies manning the phones
 
As far as shipping, if they made a mistake, they pay shipping. If you made a mistake (ordered wrong part, or part not needed) you pay shipping.
They send you a shipping label for returns, and an RA number on the label.
 
HankHill said:
I've tried many times to get through to anyone at the company. There is no phone number at all for questions or anything for that matter. I had to negotiate returns through their email address. I guess that's why their prices are so lough, not extra bodies manning the phones
Click to expand...
Do you have an e-mail address for them?
 
HankHill said:
I've tried many times to get through to anyone at the company. There is no phone number at all for questions or anything for that matter. I had to negotiate returns through their email address. I guess that's why their prices are so lough, not extra bodies manning the phones
Click to expand...
Yes, forget about talking to a human being. On the other hand, I had a defective shock absorber and they told me to keep it for two weeks but never asked for it back. They just sent me a new one for free.
 
Back in 2017, bought and installed a belt tensioner for 2006 TL, turned out to be noisy. Return was authorized with them providing return label. If they find the part was defective, they pay the return shipping cost, if not, return shipping was on me as well as no refund/warranty. It was defective, they sent me a replacement part with no extra cost for me. 608-661-1376
 
On the bottom of your Order Confirmation email there’s a returns button. Click it and enter your email address and the order number, you can try to return from there. Return shipping and restocking fees depend on what’s wrong, you’ll find out when you click it.
 
If you're concerned about warranty, it's probably a good idea to buy locally. Let's say you need an alternator, if the replacement fails 3 years from now you can pull it from the car and take it into the counter and exchange it. What are you supposed to do with Rock Auto? Send it back, wait for them to evaluate it and then send a new one?
 
dishdude said:
If you're concerned about warranty, it's probably a good idea to buy locally. Let's say you need an alternator, if the replacement fails 3 years from now you can pull it from the car and take it into the counter and exchange it. What are you supposed to do with Rock Auto? Send it back, wait for them to evaluate it and then send a new one?
Click to expand...
You can always just order another while the return is being addressed/resolved.
Returned a few items to RA, mostly my fault, one was theirs. Miss labeled item.
 
American Express gave me a contact phone number for RockAuto, (608) 661-1376. Somebody will answer during business hours, they'll resolve your problem though they won't be happy about it.
 
vw7674 said:
You can always just order another while the return is being addressed/resolved.
Returned a few items to RA, mostly my fault, one was theirs. Miss labeled item.
Click to expand...
It's the shipping costs that bothers me the most, and with RA, it doesn't seem clear to me who is paying for the shipping costs. On less expensive parts like my control arm, shipping and down time kills the warranty. Even with ordering another one to avoid the down time, shipping needs to be paid again, then shipping costs to return the defective part...maybe double shipping in this instance? Perhaps it makes more sense for more expensive items, or parts that are not really dependable from local auto parts chains, but on things like this, it is a real PITA and almost not worth it.
 
Thanks for the phone numbers, I will give that a try tomorrow during business hours.
 
I ordered parts for a job that I didn't get to for a year. Then discovered I'd been sent the wrong part. They were cool about it.
=====
To: [email protected]

I realize I placed this order more than a year ago, so probably any sort of issue is long past reasonable to deal with... but I finally got around to actually doing the work that I bought these for and have discovered that a wrong belt was shipped; in place of the K050435RPM part, I received a K040345RPM. I would love to exchange it, if possible, but I understand that's probably not realistic!
=====
We’re sorry there was an issue with your order. As you mentioned this is well outside our 30 day return period. However, your message is super reasonable about it, so we will make an exception to that policy. You can view and print your return instructions through our Order Status & Returns page, along with a prepaid shipping label. Your replacement will begin processing as soon as the carrier scans your shipping label, which will be recorded in our systems automatically (so there’s no need to notify us).
====
 
robertcope said:
I ordered parts for a job that I didn't get to for a year. Then discovered I'd been sent the wrong part. They were cool about it.
=====
To: [email protected]

I realize I placed this order more than a year ago, so probably any sort of issue is long past reasonable to deal with... but I finally got around to actually doing the work that I bought these for and have discovered that a wrong belt was shipped; in place of the K050435RPM part, I received a K040345RPM. I would love to exchange it, if possible, but I understand that's probably not realistic!
=====
We’re sorry there was an issue with your order. As you mentioned this is well outside our 30 day return period. However, your message is super reasonable about it, so we will make an exception to that policy. You can view and print your return instructions through our Order Status & Returns page, along with a prepaid shipping label. Your replacement will begin processing as soon as the carrier scans your shipping label, which will be recorded in our systems automatically (so there’s no need to notify us).
====
Click to expand...
Good story about customer service and thanks for the e-mail address. I now have 2 methods of contact to try tomorrow.
 
I just had to return a part to Rockauto because we ordered the wrong part which we didn't know initially. It was a Motorcraft water pump for my fiancé's father's 2007 Ford F350 with the 6.0 diesel.

The one we got had a bigger pump vane than the one that came out of it. Turns out that the engine in the truck was from a 2003 or early 2004 6.0 which her dad didn't know.

We filled out the online return info and sent it back. We had the option of buying a reduced rate RMA label from them which we probably should have done instead of just sending it UPS which ended up costing way more than it did when they originally shipped it to us. They refunded the money a few days later after receiving the old pump back. We ordered the correct pump the day we sent the old one back and it arrived in about two days.

I did try to warranty some engine mounts last year for our Cavaliers because of how poorly made they were but the shipping to send them back was more than the price to buy them so I just ate the bad parts because they wanted me to pay shipping back to them. I'm not sure if they would have reimbursed me but it wasn't worth the trouble.
 
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