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Rock Auto - No Good Deed Goes Unpunished

Big T

Big T

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Location
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Never have trashed a business on the internet, but there's always a first.

Made a recent $380+ order of parts from Rock Auto that included two CV Axles for the 'Burb. One of the two came with the plate on the inner hub popped out and grease all over. I put it back together, but the CV joint was dislocated. Rock Auto sent another out at no cost, asking for the return of the other damaged one. That third one also came with the plate on the inner hub popped out as in the pic below:

IMG_0261.jpg


I was able to locate the right grease and restuff the axle and install it on the truck. All is fine there. At that point, I faced the task of returning the third axle as agreed. Of course the reman axles cost $51 plus a $10 core. Shipping cost was $27. I could have just kept the axle and made RA come after me. Being the ethical person I am, I get the great idea to send back the bushings for the lower A-arm which I did not use because the existing were fine and their removal was more than I wanted to take on. So I threw the two bushings in the same box as the CV axle and shipped them off, expecting to get $42 credit to offset my $27 shipping cost. Here's the tortured outcome as captured in e-mail exchanges with Rock Auto (last to first):

RockAuto Order 4156469Tuesday, October 19, 2010 7:02 AM
From: "RockAuto Customer Service" <[email protected]>Add sender to ContactsTo: [email protected]r Steven,

Our warehouse has informed us that they only received one control arm bushing part number K6329 back from you. The part was completely oil/grease soaked so they will not be able to issue credit for it as it is not in resalable condition. If you did ship two of that part number back you may want to file a claim with FedEx as the warehouse only received one of the two.

If you need further assistance please respond to this email or call us toll free at 1-866-762-5288.

Thank you,

Cynthia
RockAuto Customer Service

phone: (608) 661-1376
fax: (608) 836-5694
toll-free: 1-866-ROCKAUTO (1-866-762-5288)
http://www.rockauto.com


Re: [Ticket#10970757] Attn Adam: Orders 4197723 and 4156469Monday, October 18, 2010 12:26 PM
From: "Steve Mras" <[email protected]>View contact detailsTo: "RockAuto Customer Service" <[email protected]>Thanks Adam for the credit.


The new CV axle also came with the inner hub exploded. After pulling the other one off the truck, I was able to get the inner joint pushed back in. So I reinstalled that one and simply sent back the replacement you had just sent. I stuffed the Moog lower arm bushings into the box with the axle as I was not going to use them and the credit offset the shipping costs to return the axle.


The truck is all back together and working fine.


Steve

Sent from my iPhone

On Oct 18, 2010, at 2:18 PM, RockAuto Customer Service <[email protected]> wrote:


Dear Steve,

Thank you for your email. I have set up a return and have entered the return tracking number you provided for the Control Arm Bushings. We should be able to get you a refund within five business days for those.

I unfortunately am not clear as to if you now have 2 working CV Half Shaft Assemblies or not. Originally you informed that one of the two CV Half Shaft Assemblies you ordered was damaged during shipping. We then re-shipped another part to you under the same order number. Was the new part we shipped to you also defective, or has that part been installed and is now working? Please clarify.

Thank you,

Cynthia
RockAuto Customer Service

phone: (608) 661-1376
fax: (608) 836-5694
toll-free: 1-866-ROCKAUTO (1-866-762-5288)
http://www.rockauto.com

Stephen Mras <[email protected]> wrote:

Adam,

Forwarded is a photo of the new axle from order 4197723 in it's arrival condition. Original part was in order 4156469. I got one of the axles back
together and installed correctly on my 1999 Suburban 2500 4wd. I returned the other axle along with the Moog K6329 bushings I did not use from order 4156469. The Moog parts are in the same box as the axle along with original receipt and the parts were returned to your Kansas City, Mo address via Fedex (Transaction 75088995124, Ground 468694515009711). I will need your assistance to get $41.58 credit for Moog K6329 bushings (2). The return credit helps offset the shipping costs for the axle.

Steve Mras
cell: 714-875-1674


--- On Mon, 10/11/10, Steve Mras <[email protected]> wrote:

From: Steve Mras <[email protected]>
Subject: Cv2
To: "Stephen Mras" <[email protected]>
Date: Monday, October 11, 2010, 2:36 PM




<photo.jpg>
 
You have gone beyond email. Have you called them?

Was this shipping damage or a defective run of axles?
 
WarWagon said:
You have gone beyond email. Have you called them?

Was this shipping damage or a defective run of axles?
Click to expand...

I have sent several e-mails since. No response. Have not called them, but will. The grease damage was caused by their shipping damage. I can't explain the lost bushing, nor am I going to spend the time to chase that issue with Fedex over a $21 part. I did ask RA whether the box it was returned in was damaged, leading to the loss of the bushing. And yes, I should have demanded a prepaid return shipping label, or just kept the 3rd axle, which is the point of my "no good deed goes unpunished". I have ordered $$$$ in parts from RA. To be treated like this over $42 in bushings, soiled by grease in their obviously deficient packaging, never mind the fact that the bushings can be wiped clean of grease, reboxed and sold and/or returned to Moog for the same, is complete BS. Unfortunately, due to the fact that I'm 100% travel during the week, on-line ordering of parts is often the most expedient and cheapest solution for me.
 
I also had some shipping damaged cv halfshafts from rock auto, the boot on one of them had several damages in it that almost look like they had been cut open on opening the box or something. I ended up installing the old one, and since I'm in Europe I never bothered with shipping things back. I also discovered things a bit too late I think as I had them lying around for ages before I took on the job..
 
jrsavoie said:
I order online a lot. There's something to be said about to the door delivery.
Click to expand...

Nothing wrong with online.

However, returns for wrong part ordered and warranty tend to be expensive for shipping. A place that covers return shipping for defects/warranty is a plus. For example Jegs does this last I checked. Wrong part ordered can be shipping on you and sometimes more expensive than the item was.... UPS, USPS, DHL, and Fedex can destroy or loose anything and then good luck with the battle to get it fixed/replaced or ins paid on the item.
 
You are best to call rockauto. They are very slow and unresponcive to e-mails. A phone call does much better from my experance with them. Summit racing is the very best i've delt with for customer service period. They order the pick-up of the wrong or defective part and have the new one on it's way the same day. Rockauto did ok after I called them.
 
Not sure whats going on with Rock auto. I got a big order in last week with all the parts needed for my rear axle. Part of which was supposed to be (2) rotors. One was correct, the other was some 6 lug rotor with bearings in it. Called them up(emails aren't worth a damn thing with them) and they said they will have another one shipped out. I'm still waiting on the correct rotor :rolleyes:
 
I like rockauto but they dont package things worth a damn, they will use a big box and just let things bang around in it, no wrapping or foam or anything. .
 
You got that right. They have damn near everything for just about all the cars and truckis on the road but there "low prices" aren't worth 2 sh!ts if they are having to send new stuff back and forth because of poor packaging.
 
rock auto does not ship any product, they are shipped from various parts warehouses nationwide via sales networking.
 
i just recieved a fuel tank pickup today and it like every thing i have orderd from them got here in less that 5 days i will say that there packageing sometimes isnt the best the pickup was in its own box inside a larger box with one of those air bag space fillers. I wonder if the difference in quallity of shipping and correctness of parts has to do with the different wearhouses that orders are shiped from. every thing i order seems to come from Indianna.
 
I've had good luck with them except my latest purchase. Oil pressure sender for my Jeep that is taking forever to get here. Almost 2 weeks now. Took a few days for them to just get it shipped and then for whatever reason the damn thing is taking the scenic route. Can't blame them for the shipping time, but took them longer than normal to get the thing shipped in the first place. Sitting in Seattle now so probably won't get here until Saturday, except I can't get mail on weekends so I'll have to wait until Monday. Grrr.
 
Never had any experience other than super fast shipping, with great prices.

Never an issue with packaging.

NO complaints what-so-ever, I'd recommend them to anyone (and I do) based on my experiences.

A+++ from me they get.
 
I got crappy packaging from them yesterday. They packed 4 shocks and a ops in the same box with no packing material at all. This box came from houston texas. Lucily the ops works. I can't really blame the whole company for one idiot at a warehouse.
 
Update

Here's their response. It was news to me that they did not want the CV axle back. So I basically got the shipping costs covered and the cost of one bushing, total of $45 back. Actually better than I was expecting.

Dear Steve,

Thank you for your email. In working with the warehouse that received your return we have come to a solution that we feel to be fair.

As we did not request the 60-1019 back we will not be refunding you for the cost of shipping that part back to us. However, as you made the defective CV Half Shaft Assembly you ordered work we do feel it fair to refund you $25 for the cost you may be out in getting the part to work.

As mentioned in previous emails the warehouse informed that only one of the two Control Arm Bushings was received back. As the warehouse disposed of the one Control Arm Bushing they received back we will be refunding your for the cost of that one part as it is not available to ship back to you. In regards to the second Control Arm Bushing you informed you returned we encourage you to file a claim with FedEx to recover the cost of that part.

If you need further assistance please respond to this email or call us toll free at 1-866-762-5288.

Thank you,

Cynthia
RockAuto Customer Service

phone: (608) 661-1376
fax: (608) 836-5694
toll-free: 1-866-ROCKAUTO (1-866-762-5288)
http://www.rockauto.com
 
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