Rock Auto WARNING

[sircrunch]

When I bought my 75 GMC I noticed someone very recently had installed a new front right brake hose. I knew it was fairly new because it was shiny and new looking against the rest of the truck's undercarriage. A few days after I bought it I was underneath the truck and I noticed that this hose was already starting to go bad. The rubber was starting to pull away from the metal crimps. The brand name of the hose "SUNSONG". Chinese junk. I wondered why anyone would put such a cheap part on such a nice truck.

So I decided to treat the truck to a brake job with new hoses. I hopped on Rock Auto and selected the best brands. Raybestos and AC Delco parts filled my cart. Interestingly enough, SUNSONG was a very cheap option, but I just laughed and said "never".

One week later my package arrives, two raybestos boxes (front left and front right) and one AC Delco box (Rear center)

Here's where it gets weird. In one raybestos box was a high quality raybestos hose. The quality was apparent in just looking and feeling the part, gold anodized ends, etc.. Inside the OTHER raybestos box was a cheap Chinese SUNSONG part.

And as if that isn't bad enough, I opened up the third hose, an AC DELCO box.... only to find a SUNSONG part. I was furious. I had just waited one week to receive the wrong parts. Cheaper versions of what I paid good money for.

So I call rock auto and I tell the guy: "I didn't get the parts I ordered". But he says "yes you did" and I said NO I didn't, and proceeded to tell him that inferior parts were inside the premium part box. He says I'm sorry but you got what you ordered, and went on this whole spill about manufacturers sourcing parts from other companies, and that its "such a common thing" etc. etc. I argued with the guy for about 20 minutes but it was no use.

I asked him to a) send me the exact name brand part I ordered or B) refund the difference in price in the AC Delco part I ordered and the Sunsong part I could have ordered. No, he said, he wouldn't do that. He kept saying I technically received an AC delco part. No amount of arguing my point to this guy would help. I was extremely unsatisfied and I was surprised at the persistence of the operator that was so unwilling to make it right.

I was very angry. I asked him how he would feel if he ordered Oakley sunglasses and he received sunglasses out of a Mcdonalds happy meal. He said if Oakley sourced sunglasses from mcdonalds and Oakley tested and confirmed that the mcdonalds sunglasses were of equal or better quality, then he would be satisfied. I replied, bull$%(*^.

So in conclusion. Do not order parts from rock auto, and if you must, order them for vehicles you don't really care about, and order the absolute cheapest part brand available, because that's probably what you'll get even if you order the premium brand. If you order your parts locally, at least you can open the box right there and decline if its not right.

[68Timber]

We all hate cheap inferior parts, but I don't see how this is Rock Auto's fault. If AC Delco is putting junk in their boxes I would be calling them.

[sircrunch]

My first thought was that these parts had been mixed up into the wrong box at the warehouse or someone had returned the parts in the wrong box and put back in stock at the warehouse or whatever. But IF its true that both raybestos AND ac delco are putting sunsong parts in their boxes, that is really despicable. But the bottom line is, if you shop locally you can check the part. On rock auto you wait a week, get the wrong part, and you're stuck with the inferior part unless you want to wait LONGER and go thru a HASSLE of returning the part.

[special-K]

Originally Posted by 68Timber

We all hate cheap inferior parts, but I don't see how this is Rock Auto's fault. If AC Delco is putting junk in their boxes I would be calling them.

He didn't buy them from AC Delco, he bought them from Rock Auto who obviously doesn't stand behind what they sell...just pass the buck. I don't know how that would not bother anyone. I for one have not been conditioned into accepting big business BS and hate to think you or nyone ellse has. I am absolutely positive that is a bunch of bull crap. AC Delco is a manufacturer, not a reseller middle man, and the line about if they tested it to be of equal quality is the biggest lie yet. You can't see that's obvious? Right here we have proof from a fellow member, the whole reason this order was made in the first place. We need to stand up to the BS, not roll over and ask foor more...sheesh!

[68Timber]

Originally Posted by special-K

He didn't buy them from AC Delco, he bought them from Rock Auto who obviously doesn't stand behind what they sell...just pass the buck. I don't know how that would not bother anyone. I for one have not been conditioned into accepting big business BS and hate to think you or nyone ellse has. I am absolutely positive that is a bunch of bull crap. AC Delco is a manufacturer, not a reseller middle man, and the line about if they tested it to be of equal quality is the biggest lie yet. You can't see that's obvious? Right here we have proof from a fellow member, the whole reason this order was made in the first place. We need to stand up to the BS, not roll over and ask foor more...sheesh!

Tim, I did stand up to this. I don't know, maybe you missed my other posts in this thread. I contacted ACDelco about it since I hold them accountable for what's in their boxes. Apparently ACDelco is a reseller now.

Their reply:

Dear X:

Thank you for visiting the ACDelco website.

Please be advised that ACDelco is committed to providing the quality products that people have come to know and trust. Yes, some of our parts are made overseas, but the manufacturers have strict engineering specifications and guidelines that they must follow in order for the parts to pass the ACDelco standard of quality.

If you can provide specific part names or catalog part numbers, we will be happy to assist you in finding where the parts are manufactured.

For future inquiries, you can also contact our experts at the ACDelco support center by dialing 1-800-ACDELCO (223-3526).

We appreciate your business.

Regards,

ACDelco Internet Response Team


That's BS to me and I let them know but tried to make my point more politely than that. My reply:

I understand this is becoming common, but if your business model is based on a perceived higher quality that you charge the customer a premium for, you can't box up cheaper parts and sell them. Not for long anyway. I will not buy your parts online as long as you continue this practice. And I'll only
buy them in person if I can open the box and verify I'm getting ACDelco
parts. I don't think you have a very good read on your customers. When you pay a premium for a part, it's because you want something better than common or average parts. Dorman sells Sunsong, it's considered a house brand.

Now I know that email will be read by someone working in a call center making minimum wage who doesn't give a rip and will delete it. But I will do what I told them and I won't buy their parts unless I can verify what's in the box first. It bugs me but all I can do is let them know what I think about it
and vote with my dollars. That and let friends know about it.

[ron350]

If you go to dealership or a AC Delco distributor you will not get SUNSONG junk.

This is on Rock Auto they are now selling seconds and rebooted junk.

[SkinnyG]

I've found ~used~ parts in the box from my local auto parts store.

Sometimes meatheads return the part for a refund, but the stock boy lackeys don't check the contents, and they get resold.

I returned the used part and told them about it. Two years later I needed another one, and they sold me the SAME used part in the SAME box I returned.

One time I ordered stainless braided hoses for a car, only to find the parts were incorrect. I returned them, and ordered a different set. They gave me the ~same~ box that I had returned.

I wouldn't throw out an entire company because of ONE issue, that might be an entirely different story than you thought. Sometimes crap happens. I'm sure ~you've~ make mistakes too, and we still like you.

[sircrunch]

Originally Posted by SkinnyG

I wouldn't throw out an entire company because of ONE issue, that might be an entirely different story than you thought. Sometimes crap happens. I'm sure ~you've~ make mistakes too, and we still like you.

I know I know I'm not perfect myself

But This is the 2nd time it happened to me. Once I ordered a left and right ball joint for my Dodge shadow. They came in identical boxes but the parts were different. Obviously different, in color, shape, feel, and even one had a grease fitting and one didn't. This isn't an isolated incident. Rock auto is making a habit of this.

[foamypirate]

Originally Posted by sircrunch

I know I know I'm not perfect myself

But This is the 2nd time it happened to me. Once I ordered a left and right ball joint for my Dodge shadow. They came in identical boxes but the parts were different. Obviously different, in color, shape, feel, and even one had a grease fitting and one didn't. This isn't an isolated incident. Rock auto is making a habit of this.

Keep in mind, RockAuto gets a lot of old stock; it's how they keep their prices down. You may receive something that was manufactured 10 years ago, but they only have one, so the other is a recent manufacture, possibly by a different supplier, but with the same part number.

[special-K]

Originally Posted by sircrunch

I know I know I'm not perfect myself

But This is the 2nd time it happened to me. Once I ordered a left and right ball joint for my Dodge shadow. They came in identical boxes but the parts were different. Obviously different, in color, shape, feel, and even one had a grease fitting and one didn't. This isn't an isolated incident. Rock auto is making a habit of this.

This is two issues in one order. That's enough for me. I use local business anyway. You do enough business to be a regular customer and you get a discount on parts you can inspect before paying and return without question. I'll buy 5 items with 2 to be ordered in. They'll not only order in with my payment, they let me walk out with the other 3 and pay when my full order is completed. I don't have a credit account. Local business is and always will be the best in the long run...if you onliners don't kill them before you see the light. Oh, and I wait hours to one day for my parts, not a week. But most times am installing them within the hour. They also deliver!

[andrewmp6]

Yeah this kinda thing happens locally and online.I bet someone bought them swapped out parts returned them with the cheapo stuff i the box the company never inspected it fully and restocked them.Or they pull a walmart and tell the parts companies ill only buy your stuff at my price or ill drop you fully,And the part company finds a way to meet their prices.

[SkinnyG]

I can't tell you the number of times I've found a used pair of shoes in the box at Walmart.

[67ChevyRedneck]

Originally Posted by SkinnyG

I can't tell you the number of times I've found a used pair of shoes in the box at Walmart.

If you've noticed, they've all but eliminated shoes in boxes, they hang them on hooks now.

I used to love Rock Auto until they started charging shipping fees for every place a part comes from... why should I have to pay multiple shipping fees because they have crap scattered all over?

[lilpoindexter]

Originally Posted by SkinnyG

I can't tell you the number of times I've found a used pair of shoes in the box at Walmart.

I had to buy steel toe boots for work..so I went to walmart....opened up a box of boots in my size...boom...some dirty old ass boots. They looked like a homeless guy got some new steel toe boots that day. There were three of us in the shoe section at the same time...we all fell out laughing.

[Wgesnerjr]

A couple of months ago, I bought all 3 brake hoses from the same retailer on eBay. They were available locally, but eBay was cheaper. All 3 arrived together in the same shipping box and they were all the same brand, Dorman in separate Dorman boxes. They all look like new/never used parts. The part numbers checked out and I checked them against the originals-they looked the same so I put them on a shelf until the rebuild commenced.

Like you, I figured that the name on the box was the same as the part inside.

Well, no.

Just started putting stuff together and found the same thing. The rear hose has chrome ends and Sunsong hose in the middle. The two fronts have brass/gold ends and hoses WITHOUT Sunsong on them.

As an added note of interest, the fronts hoses have a date printed on each of them of 2010. The rear has a date of 2012. I wonder if something changed around 2011?

I will run these for now but I will but inspecting the rear one on a regular basis.

[68Timber]

Automated email response:
Thank you for your e-mail to the ACDelco web site. We appreciate hearing
from all of our current and future customers!

Our representatives normally respond to e-mail messages within 24 hours. At times we may experience higher volumes of e-mail messages which may create a delay.

Rest assured, we will answer your message in the shortest time possible.

Thank you for your interest in ACDelco!

ACDelco Internet Response Team

Still waiting to hear what they say about it.

[dwcsr]

Raybestos is increasing using multiple vendors ( and countries) for the same item. You can get a ball joint made in India and one made in Malaysia with the same part number and clearly different looking joints. This started about 5 years ago and at first I though it was re boxing issues with returned parts but have since found that most all their parts lines are like this so we no longer purchase Raybestos and stick with Moog, AC Delco and other companies that protect their lines.

[MikeB]

Rock Auto prices are very good. But, as mentioned above, just wait until you try to return something.

They also advertise parts as "Moog", for example, but then add "Private Label" to the description. So who knows if that part in box labeled "SRT" is really made by Moog? Nowhere on the box or the part does it list the country of origin.

And beware their "Wholesaler Closeout" deals. I did get a nice USA-made master cylinder in a beat-up dusty box for a crazy low price, but then also got an alternator belt that was hard as a rock. It must have been sitting on a shelf for 20 yrs. I think what they do is sell old inventory that distributors took back from parts stores that went out of business. And no way would another parts store accept it. So enter Rock Auto!

[tsetsaf]

Just had a horrible experience with RockAuto.com and learned my lesson. Bought all new Moog Problem Solver suspension parts. Went to install and found they had:

1. Shipped the wrong parts
2. Shipped knock offs inside Moog boxes
3. Shipped "used" parts

When I tried calling their customer service I was hung up on. When I processed the return online they made me jump though a bunch of hoops to get the things back to them.

I called Moog and learned that RockAuto IS NOT an authorized retailer and does not directly buy their inventory from Moog. instead RockAuto buys out other retailers and their inventory and then resells it as new.

Very bad experience.

[AnotherWs6]

I love rockauto because they have so many parts and offer multiple options for each thing that I need so I can choose the manufacturer. So I enter my vehicle information, navigate to my desired part, see the list of options available and then start copying and pasting into Amazon who usually has the same parts at the same price shipped free in two days. Modern world, I'm not paying their stupid shipping prices. Besides, if I decide I want to return the part for whatever reason it's a piece of cake to online at Amazon

[MalibuSSwagon]

Originally Posted by AnotherWs6

I love rockauto because they have so many parts and offer multiple options for each thing that I need so I can choose the manufacturer. So I enter my vehicle information, navigate to my desired part, see the list of options available and then start copying and pasting into Amazon who usually has the same parts at the same price shipped free in two days. Modern world, I'm not paying their stupid shipping prices. Besides, if I decide I want to return the part for whatever reason it's a piece of cake to online at Amazon

Same here, if I need something quick but in dire need I order from Amazon. Prime membership is worth the $99 charge a year.

A word of warning about Oreilly's and warranties. Save your receipts! I had purchased brake calipers from them 2 years ago for my girlfriend's car. We went to exchange one this weekend and it was a debacle because we didn't have the paper receipt. Figured it wouldn't be an issue seeing as this is 2016 and all, I do have an account and they record all my purchases down to the insignificant like PB blaster. Guy couldn't find a $300 purchase in the system, was being unhelpful etc. Really pissed me off. Went back the next day and worked with the manager, he found my purchase in their old green screen system. He also told me that cash purchases are not tracked, and old invoices can randomly drop off the system after 90 days. Plus the "Limited Lifetime Warranty" only cover one exchange for a manufacturers defect, after that you are on your own. Really disappointed in them, only reason I bought everything there is with shipping it was about a wash to buy all the heavy brake parts locally, plus the warranty is there, or so I thought.

[bluex]

I've had decent luck with rock auto, but that does suck about the cheap hoses in a name brand box. I'd have went over that guys head to a manager.

On a side note since you local check out www.upstategmtrucks.com and come hang out with us one weekend. That is if you dont already know about the club.

[Tom]

They don't hassle you on returns, just return the parts. It does suck, but its online ordering. You want something right, do it yourself and in person. And pay more usually. That's the flip side.

[jjzepplin]

I have only used them once and had a good experience. OEM parts in OEM boxes and good cheap prices too. I heard about them on this site and am pleased. If I get the wrong part I will just keep trying. My wife sure loves the cold air.Even with the quirky shipping I saved a ton.

[Jake Wade]

I have ordered thousands of dollars worth of parts from Rock Auto and NEVER a problem.

My only complaint is the shipping charges as someone already mentioned.