My Poor Customer Service Experience with Rock Auto

[hardtrailz]

I would like to share my experience with Rock Auto so others do not have to go through what I did.

Basic story:

8 days ago i order a part shown in stock and pay for it. Today I receive an email saying it is "out of stock." Check Rock Auto website and find the part is confirmed in stock, but for $50 more money. Email RA and get this:

"My apologies, I forgot to point that out as well. Yes, we do have the part you ordered but unfortunately it is from a different supplier and has a higher cost. If you would like that part instead we could get that for you but we would still need you to pay the difference. Since that part is more expensive, we would offer the $10 courtesy I previously mentioned to help with the price difference."

So:
I order part and pay for it.
RA fraudulently emails and calls me to say the part is out of stock.
Then when I call them on it, they try to extort more money from an honest consumer.

Results:
They had my funds for 8 days and I have nothing for it.
This post.
Lost customer.
Truck without parts.

Sad they could not honor the contract they agreed to and I fulfilled my end of.

_____________
Additional Info:

Part was $79 then they asked me to pay $40 of the $50 difference to the new price of $129 due to their switching suppliers. Since this post the price is back down to $79, but shown at another warehouse with extended shipping time of two days. Shipping quotes stayed basically the same from inital purchase to the new listing at same price.

As of 4-29-15
Price
MOOG Part # RK621316 R-Series; Complete Arm w/Ball Joint
Category: Control Arm
Part ImageNext Image
* Stocked in outlying warehouse--shipping delayed up to 2 business days
$79.79

 

[mmack66]

Re: Fraud and Extortion by Rock Auto

What is the status of the part you ordered from the first supplier? Will it ever get delivered from them?

 

[warmpancakes]

Re: Fraud and Extortion by Rock Auto

I ordered from rock auto Once, they had a part cataloged wrong, refused to return the part. First and only time ive had to file a credit card claim. never will I order from the again 80% of the time advance is cheaper after coupon codes and I can get same day most of the time the other 20% they are within a few bucks

 

[shawhite]

Re: Fraud and Extortion by Rock Auto

could it be that rock auto had the part listed twice and u went with the cheapest one not reading the full details under info that's states old stock quanities limited

 

[tspangle88]

Re: Fraud and Extortion by Rock Auto

Extortion? That's a little strong. Maybe bait-and-switch, but I don't see how they are threatening you or trying to force you to give them money.

 

[mayday0017]

Re: Fraud and Extortion by Rock Auto

***** you had a bad experience, I love Rock Auto great prices and friendly staff when I've had to deal with them. Better luck next time

 

[SMKS]

Re: Fraud and Extortion by Rock Auto

I get that the OP is unhappy, but he's definitely blowing this out of proportion using phrases like "extortion" and "fraud."

You got a refund, which is what most places would have done in this situation.

I've ordered from RA a bunch of times. I've only had one issue that they quickly fixed.

 

[hardtrailz]

Re: Fraud and Extortion by Rock Auto

Fraud applies when they state the part is out of stock but it is in stock. Fraud: A false representation of a matter of fact

Extortion may be a bit harsh, but elicits more response and attention than bait n switch or other verbiage. I want to share my experience and hopefully prevent others from the same treatment.

 

[shawhite]

Re: Fraud and Extortion by Rock Auto

I fail to see any thing rock auto did wrong. You ordered a product (more than likely the cheapest) which rock auto gets from supplier A at X price. Rock auto informs u that this product is on back order thru supplier A but they can get it thru supplier Z for a little bit more or u could wait for supplier A to get the product back in stock for X price. What am I missing? They do not control the suppliers they are merely a middleman that gives u the convienence of ordering multiple parts from multiple sources and having it all drop shipped to your door without u having to visit multiple sites. I mean they did not make u buy the parts from them u could easily got a refund and went else where.

 

[DekeT]

Re: Fraud and Extortion by Rock Auto

I got some good advice on another forum:

Apparently they are more sympathetic to your predicament.

 

[rlitman]

Re: Fraud and Extortion by Rock Auto

Fraud applies when they state the part is out of stock but it is in stock. Fraud: A false representation of a matter of fact

Extortion may be a bit harsh, but elicits more response and attention than bait n switch or other verbiage. I want to share my experience and hopefully prevent others from the same treatment.

I got some good advice on another forum:

RA deals in interstate commerce.
Interstate commerce is overseen by the FTC.
Bait and switch is illegal, FTC violation, felony.
Report them: https://www.ftc.gov/
Report it to your State Attorney too: http://www.in.gov/attorneygeneral/

You got advice on another forum. Not good advice however.
This is not a case of fraud, extortion OR bait and switch.

http://consumerist.com/2011/12/22/c...ing-error-is-not-the-same-as-bait-and-switch/

 

[PugetDude]

Re: Fraud and Extortion by Rock Auto

Hmmm.. now I'm confused. From what I've learned on the GJ, I thought you could only get Fraud and Extortion at a stealership....now you're telling me it's available online as well ?

My world is shattered....

 

[mmack66]

Re: Fraud and Extortion by Rock Auto

Hmmm.. now I'm confused. From what I've learned on the GJ, I thought you could only get Fraud and Extortion at a stealership....now you're telling me it's available online as well ?

My world is shattered....

Oh yeah. I've seen several threads discussing eBay fraud and eBay feedback extortion. It's like The Sopranos over there.

 

[jayoldschool]

Re: Fraud and Extortion by Rock Auto

 

[tdkkart]

Re: Fraud and Extortion by Rock Auto

I think if you look into their policies page you'll probably find "not responsible for website errors in pricing etc" in there somewhere.

 

[southalabama]

Re: Fraud and Extortion by Rock Auto

I'm with Indigo Montoya.

Bad business practice never the less

 

[OrangeSpear]

Re: Fraud and Extortion by Rock Auto

Sad. I have ordered from RA many many times (30+). Spent $1000 of dollars there. Never an issue. They have called me to correct things but never anything like this.
And I will continue to shop there.

 

[CJM8515]

Re: Fraud and Extortion by Rock Auto

Never had an issue with them ever.

I will say go ahead and call it fraud and extortion, call up everyone about it and dont be surprised when they laugh at you-specially your lawyer.

 

[Strouty]

Re: Fraud and Extortion by Rock Auto

Hmmm.. now I'm confused. From what I've learned on the GJ, I thought you could only get Fraud and Extortion at a stealership....now you're telling me it's available online as well ?

My world is shattered....

 

[emeraldcoupe]

Re: Fraud and Extortion by Rock Auto

Hmmm.. now I'm confused. From what I've learned on the GJ, I thought you could only get Fraud and Extortion at a stealership....now you're telling me it's available online as well ?

My world is shattered....

hahahahahahahaaaa!

 

[tspangle88]

Re: Fraud and Extortion by Rock Auto

Extortion may be a bit harsh, but elicits more response and attention than bait n switch or other verbiage. I want to share my experience and hopefully prevent others from the same treatment.

I would submit that using terms like that may get more attention, but it also hurts your credibility.

RA deals in interstate commerce.
Interstate commerce is overseen by the FTC.
Bait and switch is illegal, FTC violation, felony.
Report them: https://www.ftc.gov/
Report it to your State Attorney too: http://www.in.gov/attorneygeneral/

Well, go ahead, but I really doubt the FTC or your state attorney are going to spend more than 2 seconds on this.

At the end of the day, what did you lose except a few days? You got your money back, take your business elsewhere.

 

[STANIMAL]

Re: Fraud and Extortion by Rock Auto

Buy from your local auto parts . Any problems will be resolved right now.

 

[hardtrailz]

Re: Fraud and Extortion by Rock Auto

So far so good.

They have lost at least 3 customers by my sharing this experience.

 

[mmack66]

Re: Fraud and Extortion by Rock Auto

So far so good.

They have lost at least 3 customers by my sharing this experience.

 

[Strouty]

Re: Fraud and Extortion by Rock Auto

So far so good.

They have lost at least 3 customers by my sharing this experience.

You are not telling the entire story, what exact part and part number are you talking about. I for one think it is just like NAPA, they have multiple levels of parts that cost different amounts. Sometimes they do not have the cheapest option in stock, so I either have to wait, get it somewhere else, or pay for the more expensive part. That is not fraud or extortion by any means. Maybe RA has an in house part number and the supplier that was $***.** no longer sells to them. Inventory could have been off, they figure out that they no longer have that part, email you and tell you we have another suppliers part for $***.** plus $50 you can have a refund if you want or you can upgrade and we will knock off $10. I am really thinking I am wasting my time explaining this to you, because you have obviously made up your mind. The fact that you did not provide any evidence to the fraud and extortion, makes me think you are FOS.

 

[hardtrailz]

Re: Fraud and Extortion by Rock Auto

It was a Moog control arm. Not the bottom barrel part most of y'all seem to think. It was the Moog part number, not any in-house number. The exact same part as he confirmed in his email.

I truly do not care if you choose to want to support them, but I hope that at least some see the truth in the horrible customer service they provided.

I have this same review posted on 8 or so forums I frequent or moderate. I am hiding nothing.

They sold me a part. They wait 8 days to say it is not in stock. They have the EXACT SAME part..brand, number... They admit they have it, but tell me to pay more money for what I had already paid and waited for they have on hand.

I did nothing wrong. They did and I can only share my story.

 

[SMKS]

Re: Fraud and Extortion by Rock Auto

I truly do not care if you choose to want to support them, but I hope that at least some see the truth in the horrible customer service they provided.

Hmmm...It seems you've gotten yourself so worked up that you've convinced yourself that your angry opinion is "truth." Others may not see it that way.

They've provided me good customer service.

They sold me a part. They wait 8 days to say it is not in stock. They have the EXACT SAME part..brand, number... They admit they have it, but tell me to pay more money for what I had already paid and waited for they have on hand.

You're leaving out the part where they gave you the option of buying the new part at the increased cost after their other supplier at the lower cost sold out. The email you posted even says "If you would like that part instead..."

I see nowhere where they tried to force you to buy the more expensive part or denied you a refund while demanding more money.

All the claims about "fraud," "extortion," etc. are off base because they gave you the refund.

Mistakes happen with any retailer. They gave you a refund. Move on with your life...

 

[hardtrailz]

Re: Fraud and Extortion by Rock Auto

Fraud is selling me a part they have in stock for a price they advertised and not giving it to me unless i pay more.

I already addressed the extortion portion and admitted it was to harsh and not really applicable.

They did far from good CS in my case. Many people have good experiences. My previous ones with them were just fine. Does not make this situation any more acceptable for me.

 

[SMKS]

Re: Fraud and Extortion by Rock Auto

Fraud is selling me a part they have in stock for a price they advertised and not giving it to me unless i pay more.

There are differences between fraud and mistakes.

I would suggest letting it go and moving on with your life.

 

[hardtrailz]

Re: Fraud and Extortion by Rock Auto

You are welcome to leave this thread. I have no desire to move on. I want to share my ****** experience and allow others to see how they treated a paying customer.

 

[SMKS]

Re: Fraud and Extortion by Rock Auto

Make sure to update this thread when the FTC and your state's attorney general file suit.

I can only assume this is headed all the way to the Supreme Court...

I'm guessing this is the reaction the justices will give to RA when they shut them down for fraud.

 

[hardtrailz]

Re: Fraud and Extortion by Rock Auto

Highly doubtful.

I do not expect anything from it, but you never know. If everyone just deals with it, then nothing ever changes and they can continue to practice this kind of terrible customer service.

I don't pretend this will change the world, but I do appreciate that my sharing this crappy dealing has sent at least a few potential customers to better vendors.

 

[shawhite]

Re: Fraud and Extortion by Rock Auto

Guess I'm still missing something? So rock auto should pay the difference to the second supplier because u don't want to wait for the first supplier to restock? I mean they even offered $10 off what more do u want.

 

[hardtrailz]

Re: Fraud and Extortion by Rock Auto

It was in stock when I bought it. Showed in stock the 8 days they had my money. Then magically went out of stock via an email but was in stock at higher price per their website and the customer service rep.

I was given no option to wait for item at original price.

 

[PugetDude]

Re: Fraud and Extortion by Rock Auto

You are welcome to leave this thread. I have no desire to move on. I want to share my ****** experience and allow others to see how they treated a paying customer.

They refunded your money. You're no longer a paying customer.

 

[hardtrailz]

Re: Fraud and Extortion by Rock Auto

I have not received any funds. I paid on 4/15, so actually I am a paying customer.

 

[shawhite]

Re: Fraud and Extortion by Rock Auto

When u ordered the part did it happen to say x amount remaining?

 

[hardtrailz]

Re: Fraud and Extortion by Rock Auto

No. Once ordered the tracking said at warehouse.

 

[shawhite]

Re: Fraud and Extortion by Rock Auto

i truly think there is a communication gap
here.

 

[LLave]

Re: Fraud and Extortion by Rock Auto

Interesting. I have placed maybe 10 orders with them, returned one. Everything went very smoothly. Prices are great. You do have to do your homework and sometimes a part requires you google the part number and see what your dealing with. The only hitch i experienced was a restocking fee. However, I ordered the wrong part my damn self, so I get it.