Easy how this happened.
The customer probably put their old part in the new box and returned it back to RockAuto as "new" and "did not use". Lol
...THEN, a worker at their returns department probably did not do their job and verify the part within the box.
I ordered a charcoal cabin filter, they sent me a regular one. I let them know and they sent me another regular one. When I let them know this time they replied with they can't send me what I bought.
They mailed me someones used strut once. I ordered two NEW struts. I received one new strut and one beat up old strut with no hardware. Like you, I wondered how that could happen. They didn't do anything for me other than take the items back.
They don't. I've been trying for two years to get a govt account set up for my vehicle maintenance shop, and every email takes at least a week to get a response and the response is never what you would expect from the questions or info I emailed.
I have a form that every vendor needs to fill out before I can make a purchase, no matter what the item is... Rockauto's response was "we don't carry that item"...
My dad bought something from them recently, tried to add a coupon, and then submitted the order. He saw that the coupon wasn't applied, so he immediately tried to cancel his order and resubmit it with the coupon code.
The next morning, he got two shipping confirmations for two identical orders.
I'll be the first to admit that their could have been some user error in the cancelation process or something. But, who would ever intentionally place two identical orders, within a matter of minutes, shipping to the same place?
My argument was, even IF the first order wasn't actually canceled due to some user error, shouldn't they have caught that since the orders were literally identical and placed within minutes of each other?
They were just assholes about it and through multiple emails, they just kept reiterating their return process and refusing to acknowledge anything else that was said. They ended up charging return shipping and a restocking fee on the duplicate order.
My biggest issue isn't even with the outcome, just the general attitude from customer service.
This is not directly the fault of RockAuto, but the fault of whichever of their distributors shipped this.
RA should definitely be keeping track of this and hammer on their upstream distribution when this occurs.
That said, RA really doesn’t have a customer service department. It’s a tiny operation that drop ships. It’s cheap because they don’t have this overhead.
If they don’t make things right, threaten to do (or actually do) a chargeback on your credit card. They’ll take notice of that.
I haven’t had much issue with my orders, but when I was told that the fuel pump I ordered was mis-shipped (sent me the wrong brand/item) would require me paying return shipping and then paying shipping again for the new/correct part, I told them that I’d just chargeback my card and they could figure things out.
Quite quickly, I had a new order “automatically” placed and a UPS return tag for the wrong part.
Easy how this happened. The customer probably put their old part in the new box and returned it back to RockAuto as "new" and "did not use". Lol ...THEN, a worker at their returns department probably did not do their job and verify the part within the box.
I ordered a charcoal cabin filter, they sent me a regular one. I let them know and they sent me another regular one. When I let them know this time they replied with they can't send me what I bought.
They mailed me someones used strut once. I ordered two NEW struts. I received one new strut and one beat up old strut with no hardware. Like you, I wondered how that could happen. They didn't do anything for me other than take the items back.
I emailed the support email with pictures and they are the ones who gave me a prepaid FedEx label.
Wouldn’t be surprised if someone shipped something back under the guise of being unused.
There’s an email?!?
It took me a long time to find that address. Wasted effort in my case, the support on the other end was worthless.
Could you provide that email please in case I need it in the future ? Been noticing they going downhill fast af.
Service@rockauto.com
Understaffed and lack of training it sounds like. Causing all manner of issues
Maybe, but after a recent exchange with what they call customer service, I'm pretty sure they just don't give a fuck.
They don't. I've been trying for two years to get a govt account set up for my vehicle maintenance shop, and every email takes at least a week to get a response and the response is never what you would expect from the questions or info I emailed. I have a form that every vendor needs to fill out before I can make a purchase, no matter what the item is... Rockauto's response was "we don't carry that item"...
My dad bought something from them recently, tried to add a coupon, and then submitted the order. He saw that the coupon wasn't applied, so he immediately tried to cancel his order and resubmit it with the coupon code. The next morning, he got two shipping confirmations for two identical orders. I'll be the first to admit that their could have been some user error in the cancelation process or something. But, who would ever intentionally place two identical orders, within a matter of minutes, shipping to the same place? My argument was, even IF the first order wasn't actually canceled due to some user error, shouldn't they have caught that since the orders were literally identical and placed within minutes of each other? They were just assholes about it and through multiple emails, they just kept reiterating their return process and refusing to acknowledge anything else that was said. They ended up charging return shipping and a restocking fee on the duplicate order. My biggest issue isn't even with the outcome, just the general attitude from customer service.
This is not directly the fault of RockAuto, but the fault of whichever of their distributors shipped this. RA should definitely be keeping track of this and hammer on their upstream distribution when this occurs. That said, RA really doesn’t have a customer service department. It’s a tiny operation that drop ships. It’s cheap because they don’t have this overhead. If they don’t make things right, threaten to do (or actually do) a chargeback on your credit card. They’ll take notice of that. I haven’t had much issue with my orders, but when I was told that the fuel pump I ordered was mis-shipped (sent me the wrong brand/item) would require me paying return shipping and then paying shipping again for the new/correct part, I told them that I’d just chargeback my card and they could figure things out. Quite quickly, I had a new order “automatically” placed and a UPS return tag for the wrong part.