Thinking about ordering from RockAuto for your next car repair? You’re probably wondering if those super low prices come with a catch. I’ve gathered insights from thousands of customer experiences to give you the full picture of what to expect when ordering from this popular online parts retailer. By the end of this post, you’ll know exactly when RockAuto makes sense for your needs—and when you might want to look elsewhere.
What Is RockAuto and Why Do People Use It?
RockAuto is an online auto parts retailer founded in 1999 that’s become popular with DIY mechanics and professionals alike. The company sells everything from routine maintenance items to specialized parts for older vehicles.
The main reasons people shop at RockAuto are:
- Prices that are often 25-50% lower than traditional auto parts stores
- A massive inventory covering vehicles from the 1920s to current models
- Multiple quality tiers for most parts (Economy, Daily Driver, and Premium)
- Detailed parts diagrams and specifications
Despite its no-frills website design, RockAuto has built a reputation for offering genuine parts at significantly lower prices than brick-and-mortar competitors.
Customer Satisfaction: The Hard Truth About RockAuto
When it comes to customer satisfaction, RockAuto’s ratings tell a concerning story. Across major review platforms, RockAuto consistently receives poor ratings:
| Review Platform | Rating | Number of Reviews |
|---|---|---|
| Sitejabber | 1.3/5 | 1,686 |
| Trustpilot | 1.8/5 | 2,876 |
| Yelp | 1.4/5 | 863 |
| PissedConsumer | 1.6/5 | N/A |
These ratings reveal a stark contrast to RockAuto’s A+ Better Business Bureau rating. The BBB has processed 1,232 complaints over three years, with 462 in the last 12 months alone, yet maintains the high rating—suggesting they evaluate different criteria than customer satisfaction.
Interestingly, Reddit discussions about RockAuto show more nuanced opinions. Many long-term users report positive experiences while acknowledging the company’s limitations, particularly when it comes to customer service.
Common RockAuto Complaints: What Goes Wrong?
Understanding the most frequent complaints can help you decide if RockAuto’s limitations are dealbreakers for your situation.
Wrong Parts Shipped
The most common complaint across all platforms is receiving incorrect parts. Customers report:
- Parts arriving with different part numbers than ordered
- Components that don’t fit their specific vehicle despite being listed as compatible
- Receiving items that appear to be returns sold as new
Customer Service Problems
RockAuto’s customer service model creates significant frustration for many users:
- No phone support whatsoever—all communication happens through email
- Slow response times, often taking days to address problems
- Form responses that don’t address specific customer concerns
- Difficulty reaching human representatives when problems arise
Return Policy Issues
The company’s return policy adds friction when problems occur:
- Customers must pay return shipping costs, even when RockAuto sends incorrect parts
- The 30-day return window is more restrictive than many competitors
- Core charge refunds require original packaging, which catches many customers off guard
- Warranty claims follow manufacturer policies rather than RockAuto’s guarantees
As one frustrated customer noted on the Better Business Bureau site, “They sent me the wrong part and want me to pay shipping to return it—that’s not right.”
Product Quality: What to Expect When You Order
RockAuto’s product quality receives mixed reviews that largely depend on which brands and price tiers customers choose.
The Three Quality Tiers
RockAuto offers most parts in three quality categories:
- Economy: Lowest-priced options, often from less-known brands
- Daily Driver: Mid-range parts suitable for regular use
- Premium: Higher-quality parts, typically name brands with better warranties
Experienced mechanics generally recommend avoiding Economy-tier parts for critical applications while praising the value of Daily Driver and Premium categories for most repairs.
Parts Categories With Quality Concerns
Some product categories show more quality variation than others:
Filters: Testing reveals some budget filters contain substantially less filter media than OEM equivalents. Premium filter brands available through RockAuto, such as WIX and Denso, receive much better feedback.
Brake Components: While customers report excellent experiences with name-brand brake parts like Raybestos and Centric, issues arise when RockAuto substitutes different brands without notification. A mechanic in a Garage Journal forum thread noted, “I’ve had great luck with their Centric rotors, but always verify what you’re getting.”
Electronic Parts: These receive the most mixed reviews, with some customers reporting DOA (dead on arrival) components. Sticking with recognized brand names significantly reduces these issues.
Shipping and Delivery: A Major Pain Point
RockAuto’s shipping performance shows significant inconsistencies that affect customer satisfaction.
The company uses multiple warehouses and shipping partners, leading to:
- Orders often arriving in multiple packages on different days
- Packages sometimes marked as shipped but never picked up by carriers
- Tracking numbers that show no movement for days
- Deliveries to incorrect addresses
International customers face additional challenges. Canadian buyers in particular report that shipping costs can equal or exceed part costs, making RockAuto less competitive than domestic alternatives.
Heavy items present particular shipping problems, with customers reporting damage during transit and inadequate packaging for items like rotors and suspension components.
How RockAuto Compares to Competitors
Understanding how RockAuto stacks up against alternatives helps put their strengths and weaknesses in context.
RockAuto vs. Traditional Parts Stores
Compared to brick-and-mortar options like AutoZone, O’Reilly, and Advance Auto Parts, RockAuto offers:
| Feature | RockAuto | Traditional Parts Stores |
|---|---|---|
| Pricing | Often 25-50% lower | Higher prices, frequent sales |
| Availability | Ships in 1-7 days | Immediate for common parts |
| Customer Service | Email only | In-person assistance |
| Returns | Customer pays return shipping | Easy in-store returns |
| Warranty | Manufacturer warranties only | Often includes labor coverage |
RockAuto vs. Amazon
Amazon has become a major competitor in the auto parts space, offering:
- Comparable or better prices on many items
- Free 1-2 day shipping with Prime
- Superior customer service and return policies
- User-friendly interface and mobile app
However, Amazon faces challenges with counterfeit automotive parts, particularly for premium brands. Many customers use RockAuto for part number research before purchasing through Amazon Prime for faster delivery.
RockAuto vs. Specialty Online Retailers
Specialty online retailers like FCP Euro and Parts Geek target specific market segments with enhanced service offerings:
- Lifetime warranties on all parts (FCP Euro)
- More user-friendly websites
- Better customer support
- Prices that often match RockAuto’s
Professional Mechanics’ Take on RockAuto
Professional mechanics have divided opinions on RockAuto, with experiences varying based on their specific needs.
Many shop owners appreciate RockAuto’s inventory breadth and pricing for less common parts, particularly for older vehicles or specialized applications. As one mechanic noted in a Reddit thread, “I use RockAuto for my own projects and for parts that aren’t time-sensitive for the shop.”
However, mechanics report frustration with customer-supplied RockAuto parts when incorrect parts arrive, as this disrupts repair schedules. Some shops have implemented policies specifically addressing customer-supplied parts due to quality control inconsistencies.
Independent mechanics often use a dual approach—RockAuto for their own vehicles while maintaining relationships with traditional distributors for customer work. This allows them to benefit from RockAuto’s pricing while maintaining the service levels required for professional operations.
Who Should (and Shouldn’t) Use RockAuto
Based on thousands of reviews and professional opinions, RockAuto works best for specific types of customers.
RockAuto Is Good For:
- DIY mechanics with technical knowledge and part familiarity
- People repairing older or uncommon vehicles
- Those working on non-urgent repairs who can wait for shipping
- Budget-conscious shoppers willing to research part numbers before ordering
- Customers comfortable with digital-only support and problem-solving
RockAuto Is NOT Ideal For:
- Those needing parts immediately for emergency repairs
- People unfamiliar with exact part specifications for their vehicle
- Customers who value phone support and hands-on assistance
- Those unwilling to deal with potential return hassles
- Shoppers who prioritize convenience over absolute lowest prices
Best Practices for Ordering from RockAuto
If you decide to use RockAuto, following these best practices will significantly improve your experience:
- Research part numbers thoroughly using multiple sources before ordering
- Choose Daily Driver or Premium quality tiers rather than Economy options for critical components
- Order well in advance to accommodate potential shipping delays or returns
- Save all packaging materials until you’re certain parts are correct and functional
- Use credit cards rather than debit cards for purchase protection
- Document everything including order confirmations, tracking numbers, and all communication
- Take photos of parts upon arrival, especially if packaging appears damaged
- Test-fit parts before installation whenever possible to avoid return complications
One experienced RockAuto customer on Reddit advises: “I’ve been using them for years. The key is knowing exactly what you need, checking part numbers, and not being in a rush.”
The Future of RockAuto in the Auto Parts Industry
RockAuto’s business model reflects broader trends in automotive retail, where customers increasingly accept service tradeoffs for lower prices. However, the company’s consistently low satisfaction ratings suggest competitors offering better service at slightly higher prices may capture market share.
The rise of Amazon’s automotive parts business presents particular challenges for RockAuto, as Amazon offers competitive pricing with superior logistics and customer service. However, Amazon’s counterfeit part issues provide opportunities for RockAuto to differentiate through authenticity guarantees.
For RockAuto to improve its reputation, addressing its most significant weaknesses would make a substantial difference:
- Implementing at least limited phone support for complex issues
- Revising the return policy to cover shipping costs for their errors
- Enhancing quality control procedures to reduce wrong part shipments
- Improving packaging standards for heavy or fragile components
Making the Right Choice for Your Auto Parts Needs
RockAuto presents a classic tradeoff between price and service. For informed customers who understand exactly what they need, the company offers undeniable value—particularly for those working on older vehicles or looking for specific brands at the lowest prices.
However, the consistently poor ratings across review platforms suggest that many customers find the company’s service limitations outweigh the price advantages. Before ordering, honestly assess your knowledge level, time constraints, and tolerance for potential complications.
For those willing to navigate its quirks, RockAuto can deliver significant savings. Just remember that those savings come with the potential need to invest more time and effort if things don’t go perfectly.
Have you ordered from RockAuto? What was your experience like? Share your thoughts in the comments below.
