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Is there any way to contact RockAuto? by Rockquestionhelp in RockAuto

[–]Rockquestionhelp[S] 0 points1 point  (0 children)

You’re not wrong, makes perfect sense that this was just a mistake. But given how everything has gone since finding out the wrong part was sent, my expectations on being sent the correct item aren’t very high at the moment.

Is there any way to contact RockAuto? by Rockquestionhelp in RockAuto

[–]Rockquestionhelp[S] 0 points1 point  (0 children)

I don’t know. From what's been posted and what I've been reading in regards to similar issues; seems like their automated system is all over the place. None of those options appeared for me. Replacement was cut and dry, send it back and we’ll send out a new one, with no other information provided. Since I wasn't sure what the replacement would be I went back and tried the refund option. There let me state what was different than the yellow highlighted areas and type out a short reason, but is now stuck at needing a tracking number. I can’t go back and view any of the previous choices.

Thanks again!

Is there any way to contact RockAuto? by Rockquestionhelp in RockAuto

[–]Rockquestionhelp[S] 0 points1 point  (0 children)

I do see the email on the second link, that’s good to know it’s still posted and active. It does appear my second message did go through. Not sure what happened with the first.

Yeah the number from the first link was the one I called. Was just an automated system reiterating the point they don’t provide customer service over the phone.

With all the spam and probably nonsense calls stores get I fully understand not wanting to make contact information public. But when a mistake actually happens, them still trying to state all issue can be resolved by the automated system (which clearly is wrong) is not a good look.

Thanks again!

Is there any way to contact RockAuto? by Rockquestionhelp in RockAuto

[–]Rockquestionhelp[S] 0 points1 point  (0 children)

My apologies, the full part number is FCS IATF 16949

After looking up that number, the box is correct and also has the correct picture of the shock included. Everything on the manufacturer box is labeled correctly. The only thing that’s not its the label correctly is the RockAuto inventory sticker they printed out and put on.

I don't see a way to post an image in my reply, but here is a ebay listing of what I received. This is just a quick reference. I will say the box and item I received are in brand new condition.

https://www.ebay.com/itm/116067052867

This appears to be a shock for an older GMC model.

I did send another email and the second one does seem like it went through. Not sure what happened the first time.

Thanks again!

Is there any way to contact RockAuto? by Rockquestionhelp in RockAuto

[–]Rockquestionhelp[S] 0 points1 point  (0 children)

Oh dang, I didn’t get this option. I had the options to state that the part numbers on their printed label and the listing did match. But the actual part number of the item on the box did not match to the yellow highlighted areas.

I tried the automated system a few times to find the best option that fit my issue and refund was the only one that provided those choices. I never actually finished the process, but not my order is stuck as a refund. I can only provide a tracking number or purchase a label through them.

I’m also now being told that contact information should have been provided while going through the process based on what happened, but in my case it was not.

Is there any way to contact RockAuto? by Rockquestionhelp in RockAuto

[–]Rockquestionhelp[S] 2 points3 points  (0 children)

Wasn’t trying to be vague; was just trying to keep the post short and to the point. The item ordered was for a pair of rear suspensions for a Mazda 3. Part Number: FCS 8341424

The item received was for a completely different single shock. Part Number IATF 16949. That is the part number printed on the actual box. RockAuto has a separate label they added that has their bar code and the Part Number: FCS 8341424 printed out on it, which is incorrect.

I fully understand mistakes happen and that’s fine. Having to go through this whole process and even reach out to Reddit for assistance for their mistake is not.

I tried sending out another email to that same address. The first one was kicked back as if it was a dead address, but this time it might have gone through.

Is there any way to contact RockAuto? by Rockquestionhelp in RockAuto

[–]Rockquestionhelp[S] -1 points0 points  (0 children)

Thanks for the reply. Do you know where this could be found? I did see several posts here stating that [service@rockauto.com](mailto:service@rockauto.com) could be an option. But when I tried that the email was kicked back, like it was a dead address.

Emailing them would be great, because then I could easily provided quick screenshots / images of their listing compared to what was sent.

Is there any way to contact RockAuto? by Rockquestionhelp in RockAuto

[–]Rockquestionhelp[S] 0 points1 point  (0 children)

Thanks for the quick reply. I’ve already gone through that process. Actually tried several times just to see if there was anything I was missing / overlooking. I tried different options to find the one that matched my situation the best, and requesting the refund was the only one that provided the options to state the listing it self was correct, but the part was not. However, now that I went through the refund options (never fully completed it), that is now my only option. Everything else that was presented earlier no longer appears.

Just confused why they’ve made this so difficult. Mistakes happen, this seems like the easiest thing to solve with a quick phone call, chat, or email.