Post by 71se3834v on Jun 6, 2022 21:22:27 GMT -5
Sad to say I will no longer order from RockAuto. Here is my experience:
So I've been ordering some parts in anticipation of doing some repairs and maintenance on the vehicles. First order was for the Jeep on April 12th, air & cabin filters and spark plugs. Installed the filters right away as they were badly needed. Spark plugs were gonna be a major job as the plenum needs to be removed to do the right bank and I needed to arrange to have it here on my day off (wife's daily) so that was put off.
Second order was for my Galaxie. May 17th. It needs to be whipped into shape for an upcoming road trip. Got those parts and since I might not get to all the repairs right away I thought I better compare the new parts with the old. Found the lower rad hose was incorrect. Right part # but not as pictured on their sight. Sure wish there was a phone number as it would be a whole lot easier to explain to them that the part is mistagged. Go through the long process online, about a half an hour, to get it exchanged and that doesn't count having to box up the wrong one and send back but at least that is solved. Not their fault as the replacement was correct.
Fast forward to June 1st. I'm working on the Jeep. After the long process and a lot of tough effort to remove the plenum, I'm trying to replace the plugs. I just can't seem to get the plug started in the hole. Yeah, it's recessed way down there but this isn't my first rodeo. Tried every trick I've used in the past even compared the thread pitch to the old plug. Just for kicks I decide to put an old one in and it goes in like Flint. It's then that the light bulb goes off in my head and I see that they are different diameters. Old plugs 12mm, new plugs 14mm. Go to RA's website and lo and behold the one plug I chose, Bosch 9673 is the only one with a 14mm diameter! Now I'm ticked. Head off to buy plugs locally, at twice the price, to get the job done. So after 6.5 hrs I'm done, whipped and pissed.
June 3rd I sit down, finally find a way to send them an email and shoot them the following:
I purchased some spark plugs on April 12, 2022. Order #204124120. When I tried to install them on June 1, 2022 I found they were a 14mm diameter instead of what they should be, 12mm. Searching the internet I see these same plugs listed on other websites for my vehicle, 2017 Jeep Grand Cherokee 3.6L engine. Bosch has the application listed incorrectly. I need a refund for this and see no solution under the order returns web page. Jeff
This is the response I got:
Dear Mr. Ferguson,
RockAuto has a 30-Day Return Policy in which we can accept returns. Even when a part doesn't fit, we ask that you report the issue within that time frame. Your order was placed on 04/12/2022. We’re sorry, but we’re not able to accept a return for refund, credit, or exchange any longer.
For further information, please see our Help pages or click the link(s) below:
What is your return policy?
Can I return a part after 30 days?
Thank you,
Joe
RockAuto Customer Service
My reply to that:
So you have incorrect parts listed for my vehicle and if I don't get the opportunity to install them within 30 days it's "Oh well you're screwed"? Seems you are in the wrong listing parts that are INCORRECT! I did not change my mind on the purchase or just want to return stuff I don't want anymore. These are 14mm and the wrong size. Look at all the other listings and you will see that all the other plugs listed are 12mm.
I am a member of an online car forum in which you advertise. I will be spreading the word that Rock Auto lists incorrect parts and refuses to make things right.
And this is the response I got today:
Hello,
When this order was placed, you ordered by part number not vehicle application. RockAuto does not guarantee fitment when ordering by part number, as vehicle specific fitment notes are not listed.
We apologize the parts are not what you needed, but as explained, the order is outside our 30 day return policy and we cannot accept a return.
Thank you,
Ashley
RockAuto Customer Service
My reply tonight.
Who are you trying to kid? Really? I looked up parts on my tablet using your website under the category of:
2017 Jeep Grand Cherokee, 3.6L engine.
You have the spark plugs Bosch 9673 listed under the vehicle and engine. This is INCORRECT! Look it up for yourself and see it's still listed as of tonight. If I look up the parts ON YOUR WEBSITE and later build an order on my desktop by entering the part numbers into the cart what difference does it make. YOU ARE WRONG and all your responses will be copied and pasted for my fellow car enthusiasts to see. Very poor customer service for the minute cost of a refund. I am the parts manager for a major outdoor equipment company and know first hand that parts are often mistagged (see my previous return for a mistagged Dayco hose) and information in the software can be wrong. We make things right when this happens. Does not a nationwide company like Rockauto do the same as a independent dealer? Shameful.
I am done with them. They put 2 people so far on this to come up with excuses why they can't refund $31.92. Yes it's outside of 30 days but their info was used to make the purchase. How many other refunds are they going to have to do because of this wrong info. I looked up info on both Auto Zone and O'reilly's, while trying to get the correct plugs, and indeed the info there is also incorrect. This is Bosch's fault for providing the wrong info. Issue a refund and take it to Bosch.
over.
So I've been ordering some parts in anticipation of doing some repairs and maintenance on the vehicles. First order was for the Jeep on April 12th, air & cabin filters and spark plugs. Installed the filters right away as they were badly needed. Spark plugs were gonna be a major job as the plenum needs to be removed to do the right bank and I needed to arrange to have it here on my day off (wife's daily) so that was put off.
Second order was for my Galaxie. May 17th. It needs to be whipped into shape for an upcoming road trip. Got those parts and since I might not get to all the repairs right away I thought I better compare the new parts with the old. Found the lower rad hose was incorrect. Right part # but not as pictured on their sight. Sure wish there was a phone number as it would be a whole lot easier to explain to them that the part is mistagged. Go through the long process online, about a half an hour, to get it exchanged and that doesn't count having to box up the wrong one and send back but at least that is solved. Not their fault as the replacement was correct.
Fast forward to June 1st. I'm working on the Jeep. After the long process and a lot of tough effort to remove the plenum, I'm trying to replace the plugs. I just can't seem to get the plug started in the hole. Yeah, it's recessed way down there but this isn't my first rodeo. Tried every trick I've used in the past even compared the thread pitch to the old plug. Just for kicks I decide to put an old one in and it goes in like Flint. It's then that the light bulb goes off in my head and I see that they are different diameters. Old plugs 12mm, new plugs 14mm. Go to RA's website and lo and behold the one plug I chose, Bosch 9673 is the only one with a 14mm diameter! Now I'm ticked. Head off to buy plugs locally, at twice the price, to get the job done. So after 6.5 hrs I'm done, whipped and pissed.
June 3rd I sit down, finally find a way to send them an email and shoot them the following:
I purchased some spark plugs on April 12, 2022. Order #204124120. When I tried to install them on June 1, 2022 I found they were a 14mm diameter instead of what they should be, 12mm. Searching the internet I see these same plugs listed on other websites for my vehicle, 2017 Jeep Grand Cherokee 3.6L engine. Bosch has the application listed incorrectly. I need a refund for this and see no solution under the order returns web page. Jeff
This is the response I got:
Dear Mr. Ferguson,
RockAuto has a 30-Day Return Policy in which we can accept returns. Even when a part doesn't fit, we ask that you report the issue within that time frame. Your order was placed on 04/12/2022. We’re sorry, but we’re not able to accept a return for refund, credit, or exchange any longer.
For further information, please see our Help pages or click the link(s) below:
What is your return policy?
Can I return a part after 30 days?
Thank you,
Joe
RockAuto Customer Service
My reply to that:
So you have incorrect parts listed for my vehicle and if I don't get the opportunity to install them within 30 days it's "Oh well you're screwed"? Seems you are in the wrong listing parts that are INCORRECT! I did not change my mind on the purchase or just want to return stuff I don't want anymore. These are 14mm and the wrong size. Look at all the other listings and you will see that all the other plugs listed are 12mm.
I am a member of an online car forum in which you advertise. I will be spreading the word that Rock Auto lists incorrect parts and refuses to make things right.
And this is the response I got today:
Hello,
When this order was placed, you ordered by part number not vehicle application. RockAuto does not guarantee fitment when ordering by part number, as vehicle specific fitment notes are not listed.
We apologize the parts are not what you needed, but as explained, the order is outside our 30 day return policy and we cannot accept a return.
Thank you,
Ashley
RockAuto Customer Service
My reply tonight.
Who are you trying to kid? Really? I looked up parts on my tablet using your website under the category of:
2017 Jeep Grand Cherokee, 3.6L engine.
You have the spark plugs Bosch 9673 listed under the vehicle and engine. This is INCORRECT! Look it up for yourself and see it's still listed as of tonight. If I look up the parts ON YOUR WEBSITE and later build an order on my desktop by entering the part numbers into the cart what difference does it make. YOU ARE WRONG and all your responses will be copied and pasted for my fellow car enthusiasts to see. Very poor customer service for the minute cost of a refund. I am the parts manager for a major outdoor equipment company and know first hand that parts are often mistagged (see my previous return for a mistagged Dayco hose) and information in the software can be wrong. We make things right when this happens. Does not a nationwide company like Rockauto do the same as a independent dealer? Shameful.
I am done with them. They put 2 people so far on this to come up with excuses why they can't refund $31.92. Yes it's outside of 30 days but their info was used to make the purchase. How many other refunds are they going to have to do because of this wrong info. I looked up info on both Auto Zone and O'reilly's, while trying to get the correct plugs, and indeed the info there is also incorrect. This is Bosch's fault for providing the wrong info. Issue a refund and take it to Bosch.
over.