Ordered my KYB GR-2's couple weeks ago and received them last Thursday . Got one GR-2 and 3 Excel-G's. Fine, except that the GR-2 is silver and the others are black. This is going to look stupid on a lifted wagon and I told them that in an e-mail. The response was "we didn't make a mistake so we won't pay for return shipping." Of the 3 boxes I received, parts of the struts were poking through the sides on 2 of them. Fortunately, they weren't damaged but I am still unamused with RockAuto.
So, KYB superceded struts that are different colors, but otherwise identical. And the shipper (FedEx?) ruined the boxes, so you're blaming the best car parts distributor on the internet? Buy a can of black spray paint, file a claim with FedEx, and move on. My only complaint with RockAuto (I order from them at least once a month) is you can't select shipping carrier....and I've had FedEx F*** up my parts (or loose them entirely) a few times.
Same thing happened to me, but from the kyb warehouse. (3-1 different colors & shipping mishandling) Like chux said, not rockautos problem.
Sounds like your stuff was packed like crap, sure fed ex is rough on boxes however, whoever shipped your parts should of packaged them better.
It would appear that I'm going to come off sounding like one of those self righteous pricks who want everything their way. Anyway... Did you keep the off color strut? If so, did you paint it? If so, how does the durability of Rust-Oleum compare to the KYB factory paint? If you didn't keep the off color strut, did you have to pay for return shipping? Are you OK with getting mismatched struts? Chux, why are they the best? Cheapest? Fastest shipping? Best quality? Best customer service? Seriously, I do want to know why you believe it. Maybe you know something I don't because in my single experience, they are not the best in any way, shape or form. Also, you may find this hard to believe but what you consider to be a company's best trait(s) may be different that what someone else considers to be the best trait(s).
I haven't used them before, but I would be pissed if I ordered something and it didn't come the way it was advertised. Beat up boxes from shipping, yeah, that is Fed Ex's, but having two different colored parts would piss me off. Good customer service isn't saying,"not our problem." Good customer service would be them making sure that you are happy with your purchase.
I just installed them, they're going to rust anyways. lol (putting an extra coat of paint on them may be a good thing) maybe if its a show car I would care, but it's not.
Now while I agree some of the various warehouse shippers do not pack things as well as they could be, I have never had any shipping damage from RockAuto. Even heavy things like rotors, calipers, clutch kits, and axles have arrived just fine and at a hell of a lot cheaper price than anywhere else. I swear by RockAuto now, they have provided countless parts for our Chumpcar's. So much that we have a whole refrigerator full of magnets. One tip would be have your stuff shipped to a business. It costs less and usually is handled better than residential.
Thanks for the heads up on the Duplicolor. I'm not going to paint the strut but I do paint other things and R-O has pissed me off on many occasions.
Yes. Price is hard to beat (not unbeatable...but pretty damn competitive). Stuff ships quick, and if something isn't ready to ship, it's listed as such from the beginning. The couple times I've had stuff disappear in-transit (marked as "delivered" on the tracking page....no parts...thanks FedEx), they were a big help. They have all the brands, so parts quality is up to you. But the biggest part is the catalog. Part numbers, dimensions, pictures (not just a generic file photo, but a picture of the actual part!!), oh my! I use the site for reference on a daily basis. I would probably order from them more often if I could specify UPS instead of FedEx, as I've had so many problems with the local FedEx office and carriers. You definitely had a bad experience, but it wasn't RockAuto's mistake.
"2 thumbs down for rock auto" I second this! I just got new fog light housings to replace the shattered ones on the front of the foz (they sent the right ones), _but_ I didn't get my free magnet!!!
Kyb does a crappy job of packaging their struts, and the boxes usually show up destroyed (from the inside) no matter where you order them from or who delivers them. Kgb is also the one that decided to change labeling and finish on their product while retaining the same part numbers. Neither of these reflect on rock auto.
It would appear (yet again), I'm in the minority regarding my opinion of RockAuto. To be clear, my issue was not so much that I was shipped the mismatched struts, it happens, it's that the customer service representative was rude in how the issue was not dealt with. I say 'not dealt with' because they didn't offer me any good options. The mismatched struts/damaged boxes were merely the background information for the story as to why I was upset. Mistakes happen in business, it's how the company deals with the problem that is important. For example, I bought wheels/tires from Vector (I LOVE coincidental timing in the spring of 2008. We met, he delivered the wheels/tires/lug nuts but he had forgotten the nut adaptor (tuner? lug nuts). He made a special trip to pick up the adapter (30 or so miles roundtrip based on the time it took) to get it delivered to me in a very timely manner. He had the money in his hand, he didn't have to come back, but he did. That is honorable customer service. I vote Mark for CSR kingpin at RockAuto; I'd start shopping there again. BTW Mark, the wheels are still making my wagon look good.
On the note of rockauto customer service I will say we did have one bad experience. Ordered rotors for our chump car and received a single relay worth half the value. Upon contacting them they sent us a return service UPS waybill to return the relay and said they would ship the rotors right away. A week later we received a call reminding us to ship out the relay and that the rotors wouldn't ship until they received the relay. We had to ask for the guys manager before we could say hey, you sent the wrong part to me, why would you hold my ordered parts hostage when you screwed up. We received the rotors shortly after that without sending in the relay.
What options were you expecting? A free can of paint? some new boxes? The struts made it to you un-damaged, and absolutely functional. Maybe they didn't pad their response with kittens and sparkles, but they didn't make a mistake, and you got what you paid for, so you're wasting their time by calling.
Well if this would have happened to me... I would be upset. I think customer service should be a key principle in a business. What would I expect the vender to do/say in this situation? I would expect the vender to say; sorry for the inconvenience, fore one. What color were the components suppose to be? Ok I'll call my distributer and get those shipped out ASAP. Then I would expect them to follow through. That means call the distributer, order the correct parts and color. Find out the ship date and check to see how much the up grade for express shipping is. If it's not to much see if the distributer will split it. If you do a lot of business with them they know this should not be a problem. While yes this is cost ineffective, in the end will the customer will bring his business back and recommend it to others. Yes some people like the bottom prices if the company does a lot of sales it truly is a small amount per transaction. It only gets expencive if large number of mistakes are made. Also the customer whom is looking for the lowest price is less likely to return with their business due to shopping for a better price. If it is a smaller business than they better spend the time on customer service or they will not grow. With this being said I will not be ordering my parts from this site. I would hate to have a gas tank & ect arrive dented or missing some small part. =Dean
It's hard to give good customer service when the person that you're dealing with is being a dick to you. The person that got your email is not the one that packed or shipped your stuff, chances are they had nothing to do with any part of your transaction till now. So when you go throwing a bitch fit, then they will treat you with the same respect you gave them (remember the golden rule?)
I think most of you have it wrong. How you you feel if your two piece intake showed up one blue pipe and one red? Or how would you feel if you ordered an intercooler and the box was tore open when it arrived. I do know the box condition would be the shippers fault, but the mismatched parts? Come on who here wouldn't be pissed if your parts were not color cordinated when they arrived. I would feel the same way the OP does.
And even if it was their KYB's issue it was still ordered threw rockauto so they are responisble. If a customer buys a remote start from me and I do not install it, but send it to a shop I am the middle man. It is still my responsibility to make sure the customer is taken care of in the long run, because it was purchased through me.
Ordered shocks from them for an old bmw I had and they sent me the wrong parts...that was fun to find out after ripping the front end apart....
This page was my first stop when I received the two different named/colored struts. I conferred this information to Rock Auto when informing them of my concern (in my original e-mail to their customer service) but that I would still like to have the same color on all 4 struts. I appreciate you providing the link though. On a side note, I just received parts from another order I had placed with my favorite Subaru online dealership; parts arrived in an intact box, well taped and the contents were bubble wrapped and snugly packed. I'm 5 for 5 on trouble free orders from them (Chaplins; 4 with Jamie, 1 with Kris). Stan, your assumptions are wrong. Dirty, I think you hit the nail on the head. I can't possibly be the only person upset with different colored struts. Poll anyone? Dean, I assumed Rock Auto would feel the same as you about shipping/replacement costs. Sure, not maybe cost effective on this one situation, but they keep the customer happy; and a happy customer is generally a return customer. Happy customers also give good internet reviews. Steve
I think you misunderstood my post. My point was... no matter what the cost is, the companies should work together to fix this issue so the costumer will return with their repeat business. I also was saying that the costumer that is looking for the lowest price may not return because they are looking for the best price, while other costumers who are looking for quality and service will make a point to return if they are satisfied with both quality and service. Hope that clears things up a little. Dean
I think we're agreeing; I know I am agreeing with you and I was agreeing (or trying to at least) with you in my post. I was simply trying to restate what I thought you said in your post, nothing more. I also kind of rolled in with an additional thought that got put by your name because I didn't want to start a new paragraph. Also, internet tone is hard to judge and things can often be read multiple ways. I think I'll add a signature to help clarify my future posts. Steve
I work in a large volume call center... I know the Golden Rule but even when I recieve someone calling in with a complaint I allow them to vent, validate thier feelings and after I get them calmed down; I present them with their options. In Herger's case it sounds like he was dealing with a C/S rep that didn't use the Golden Rule (either). Is that how you'ld want to be treated? =Dean
Personally I would have never sent an email complaining about this issue... I would have called them, emails are like text messages its hard to tell someones true emotions and intentions. Also when you're on the phone with the C/S rep you'll be able to work through the problem. But he sent a pissy little email instead of being a grownup and calling. OP: did you send them photos of how the boxes looked when you received them? Did you supply them with any proof you received the wrong products, ie: packing slip showing different parts than your order confirmation? I worked as the parts manager in a bike shop and plenty of times the person pulling my order at the distribution center pulled the wrong parts. And currently I work as a junior purchaser for a Catering Company and many times I've received the wrong produce (like curly parsley instead of flat leaf or conventional produce instead of the organic stuff). **** happens and you need to just get on the phone and give them a call and they will remedy the situation. They will be more willing to work with you if you call instead of hiding behind an email.
I've never had a single issue with anything I got from Rock Auto, so I've never used their customer service. Can't really comment on that from experience. Also, not being privy to the details of your exchange with CS, I can't really judge that. But you ordered a specific part, and you got what you ordered. What are they really supposed to do? I will say again that the mixed color issue and the crappy packaging are KYB's and not Rock Auto. They *are* issues, however.
If I am being an asswipe, then I'm going to be treated like an asswipe. If I call up a customer service rep to bitch about an order that wasn't even really fulfilled incorrectly, and start laying into them about how crappy they are, I would expect them to be dismissive. Sure, I would love for them to just ass pat me and tell me how they screwed everything up. But here in the meat-world, acting like an assbite and snapping off at people that had nothing to do with your "situation," especially for something trivial like OEM replacement struts that are not the same color as 3 of the other units you received, and packaging damage that didn't harm the products (btw, the boxes and their packaging materials are there to protect the items inside from being damaged. If the packaging has dents and your product is unharmed, they did their job perfectly...they aren't there to be pretty and be used as some sort of display piece) is only going to net you some disgruntled employee. The customer is NOT always right. Sometimes they are very very wrong. Hell, RockAuto flat out lists the item as KYB GR-2 Excel G or whatever. When you order an item that says KYB GR2/ExcelG and you get 4 struts that are either KYB GR2s or ExcelGs, your order is fulfilled. If you received those items, in working condition with no damage....then the order is complete, and the boxes did their job. Not only did RockAuto fulfill the order as promised, KYB did as well. Neither of the two entities are at fault. Treating the CSRs like they are at fault is childish.
Last post for me on this thread, not even that ****ing cartoon pig is as annoying as the massively wrong assumptions going on in this entire thread. Here is the exact "complaint" e-mail I sent the RA CS. And before anyone has a heart attack on the $55 requested discount on an $79 part, I figured they'd talk me down a bit. Rock Auto, I received my order yesterday and was looking it over today. I've read that KYB has been transitioning their silver GR-2 struts into the OEM appearing black Excel-G struts. As I'm sure you're aware, internals are the same. The problem is that I received 3 black Excel-G struts and 1 silver GR-2 strut. This is going to be on a lifted vehicle so will look ridiculous. I would like to send the one silver GR-2 back in exchange for a black Excel-G strut (or I could send back the 3 black for 3 silver; either option is acceptable). Could you please send me a RA number, directions and a prepaid shipping label. The silver strut is # KY 334345. Another option is that I would be willing to keep the silver one if I was given a discount on it. I think that I could live with the mismatched colors if I was refunded $55. Sincerely, Steve XXXXXXX Regarding the return policy, which I did indeed read weeks ago, we're at least in a gray zone as to if it's a mistake or not so why not give the customer the benefit of the doubt and give a free return shipping label? The sentence about the parts possibly not being returnable if the original packaging is damaged is kind of funny being that 2 of the original boxes I received had holes in them, with the parts sticking out. Why are most people on here so against the possibility that Rock Auto is not perfect all the time? I don't for a second believe all the RA fans here would be content with mismatched parts, so why the hostility. If you think I'm lying about this story, call me a liar. Just don't say Rock Auto is 100% perfect 100% of the time. They are not. Also, the earth is not flat. If you have a sincere question/comment, feel free to PM me. If you want to trade insults with someone, I can refer you to several good sites I found with google. Steve
Its not about Rock Auto being perfect every time, because they are not, no company is..... its about people that troll the internet and have one bad experience from a vendor and start slamming the vendor all over internet forums. From what it sounds like, you got your parts, they may have been miss color matched but still the parts you ordered. As far as the boxes being damaged, well it sucks but at least the parts were fine you ordered. So since part your beef is miss matched colored parts well that can be taken care of with a can of spray paint. The other part of your beef is the shipping damage to a cardboard box, thats not RA's fault. If there was shipping damage to the boxes you should have filed a claim with the shipping company, because I'm pretty sure that no Mail Order company would send your parts out of the warehouse with them sticking out the side. Now if the shipping company has a problem with how RA packed said box, well thats between RA and the Shipper to figure out, but one of them usually will give you a credit back of some sort. And yes you're right the earth is not flat, but most of us learned that in elementary school.
^what he said. We're not sticking up for rock auto. I don't care if you ordered your parts from eBay, map, import image, or 'over night parts from japan'. Op placed an order and received what he ordered. /thread
