I'll start off by saying I've purchased many thousands of dollars worth of Rock auto parts in the past, never a problem... until this.

Ordered a Z06 High pressure fuel pump (upgrade for my A&A kit), it was on back order for a couple months, signed up for notify me when it comes in. One sunny morning the email came in, I ordered it right away (at the tune of $1200).
Showed up at the first of the year. I figured I had time before I was going to get the car out, so I let it sit for "longer than 30 days".

Anyway, opened up the box. There's a return label in the box, the pump is used. Gasket bent, grime on the pump. Longer than 30 days, they won't take it back.
Current price is $704 for the same fuel pump. Call the number, message says no phone customer service. SERVICE@rockauto.com Sent pictures, sent explanation. First they said the pics didn't show a used pump, I sent more. 2nd reply, they restated what the return excuse was (customer didn't return for replacement), total BS excuse.

Anybody ever get anywhere escalating a problem with Rock auto? I'm beyond frustrated. I could understand the 30 day policy if I just wanted to send it back.




here.

 

and another reason i don't deal with rock auto.

 

Get on the phone with your credit card company. They will straighten Rock Auto out.

 

I have had good luck with Rock auto, even on replacing a front 4 wd spindle bearing that went bad at 32 months on a 36 month warranty. However like most places today you cannot seem to talk to a person, and emails does not always confer the actual issue. Good Luck, credit card may be the best bet. My CC actually covers extra warranty on items.

 

Order another one and return the bad one within the 30 days for a full refund. You'll be out the difference in the cost but at least you'll have a new pump.

 

Looks like someone ordered it, installed it, and returned it and Rock Auto did not inspect the return. Or they ordered a new one and returned a used one. Same problem either way affects you.

That sucks. Hopefully, they make it right. Good luck.

Is there a warranty on it? If so, file a warranty claim. I bet they just take it back and replace it with a new one.

 

That is the problem with RA. You buy something that is cheaper and then when you have problems, there is hell to pay to resolve it. My general strategy is this. If I buy from RA, I don't expect the warranty to be worth the hassle. I just assume it is given to me "AS IS" and if I am not comfortable with tossing it in the trash, I can't afford their prices. I paid for next day and got 3 days later. Fedex didn't help me because I should talk to the shipper and I asked if "Next day" means "Pay more to increase your chances of getting it sooner" and he said "I wouldn't put it that way.". When questioned how he would put it, he didn't know. RA told me that it wasn't their fault that FedEx too longer than it should have. IOW, I contracted them but I don't care after the package leaves my facility. IF I buy from them again, it has to be like your case, non-mission critical and I won't pay for faster shipping. If the part breaks, I just expect to buy a new one without recourse. That or shop elsewhere.

To be fair, you knew the policy BEFORE you purchased. You didn't return it or inspect it within 30 days which is pretty reasonable. They now have every right to refuse to do anything. I can't blame them for MY lack of compliance and call it a BS excuse when they refuse to help me when I am at fault. Best you can do is send a couple more emails and hope for the best. If it doesn't work,chalk it up to "lesson learned" and get another one somewhere else. That or keep getting frustrated to the point that even if you do succeed, it is a pyrrhic victory. Seriously, what is raising your blood pressure and aggravation worth?

 

Yes, they should. Just open a dispute with them on that purchase.

 

On what grounds? You were given 30 days. It probably is coming up on 90 till you claimed you found a used part.

I've tried that and they credited me only to reverse the charge reversal because certain conditions were not fulfilled.

Kinda why I suggested a few more emails to find the right person to help.

 

I had this happen to me from Rock Auto 7 years ago when both my headlights were damaged on my C7 Z06 bought 2 brand new ones from them and what i got was to returned broken ones! I was lucky since i opened both boxes wright away still a pain in the butt to return

 

A tough way to learn the need to inspect everything one orders as soon as it arrives. If the CC company doesn't do anything, I'm afraid you may have had an expensive lesson. But, perhaps one of the other suggestions will salvage something of the cost for you. All the best, in any event.

 

Kinda why I assume anything I get from them is on an "AS IS" basis. If I figure I can't toss it in case there is a problem, I can't afford to buy from them.

 

Always inspect your stuff on arrival... It sucks that Rock Auto won't help you, but they're not wrong either.

 

You don't think it can be cheap and NOT wanting at the same time, did you? I can't afford to shop at RA

 

I'm not saying they are cheap. I'm just saying in this case it was up to the OP to inspect his order on arrival and not after the vendors return window expired. Hopefully the OP can come to some compromise from the vendor.

 

AFAIK, they charge less than many other places. They are cheap if you just look at the number of dollars you get invoiced and that only. When you look at the overall picture, it becomes more expensive when you figure out what the aggravation is when you have issues.

 

RA used to be awesome. Now It's like you buy it, you own it and don't expect to ever talk to a human. I would be very PO'd if got a used part from them. They would definitely be hearing from me again if spent that amount of $ with them. Call their Corporate office if needed.

 

Maybe I missed it but what, besides the lower price, can you say was awesome about RA?

That is what I assume since it is a hassle to get anything done for warranty or any problems. Regardless, in this case, the issue is moot since he didn't check it till way after the deadline expired which makes it his fault. I assume they would make him jump through hoops to get an exchange but that's what you expect since you are getting a lower price.

It has happened with brick and mortar stores. Mistakes happen, theft happens, etc. I have sent a phone in for trade in and they got an empty box. More important is how they make it good,IMO