Very unhappy with my Rockauto package.

Last week I ordered new axles for my 300SD (my right side axle has been making a lot of noise and a very alarming/loud clunk when braking).

I bought these on close out, so I'm not sure if I have much room to complain, but....

One axle was wrapped in plastic in it's original packaging and a couple air bags, the other was just thrown in a box with no packaging material.

The one without packaging has a nice sized dent in the axle housing and one of the splines has a mashed tip. The CV bits don't really move/pull as easily/freely as I'd expect, and kind of feels like there isn't any grease left in it. The other one, the "good" one, is leaking grease everywhere. So I think I'm going to have to get new clamps, pull the boots, and re-grease them.

I realize this is Rockauto and they were on sale, but is it too much to expect to get a part that I don't have to berkeley with before using?

Does anyone have any experience dealing with Rockauto? I've had mostly good experiences with them, and have bought a lot of parts. The only other time I had a problem with them, they sent me the wrong tie rod end. When I called, they just sent me a new ball joint and I had a Chevy Malibu tie rod end sitting on my shelf for a few years.

I haven't had any problems with them, I've ordered a lot of stuff from them but nothing as big as an axle. I don't remember receiving anything in less than "retail" level packaging.

Their shipping costs make their parts less appealing to me, though I do occasionally use them still and have never had a problem. I got an Amazon Prime subscription as a Christmas gift last year, and have been buying 90% of our non-perishables/groceries from Amazon, including auto parts. Though Rock Auto's close outs has recently scored me a new Goodyear Gator Back belt, thermostat, and water pump, that even with shipping added Amazon couldn't touch.

Did you at least get a cool refrigerator magnet?

• Lee

Unless it was specified that these were opened returns I would be expecting new undamaged parts. Just because I buy my underwear on sale doesn't mean I'd be ok with holes and stains already in them.

bigdaddylee82 wrote: Their shipping costs make their parts less appealing to me, though I do occasionally use them still and have never had a problem. I got an Amazon Prime subscription as a Christmas gift last year, and have been buying 90% of our non-perishables/groceries from Amazon, including auto parts. Though Rock Auto's close outs has recently scored me a new Goodyear Gator Back belt, thermostat, and water pump, that even with shipping added Amazon couldn't touch. Did you at least get a cool refrigerator magnet? - Lee

No, it was a Pontiac.

nicksta43 wrote: Unless it was specified that these were opened returns I would be expecting new undamaged parts. Just because I buy my underwear on sale doesn't mean I'd be ok with holes and stains already in them.

THIS.

In reply to RoughandReady:

I'll trade you the ford magnet they sent me for your Pontiac one

nicksta43 wrote: In reply to RoughandReady: I'll trade you the ford magnet they sent me for your Pontiac one

What sort of Ford? I do like Fords....

I don't remember, it's in Tennessee and I'm in Texas. I'll be back in a month but I think one was a mid 70's Ford pickup and one was a 40 coupe.

It's like they know which cars a person dislikes and sends them pictures of them

I ordered lower control arms for a Buick about 3 years ago. The boxes looked like they were put through the wringer (they were more round than square), but I ended up paying someone else to do the job. RockAuto accepted the return without any problems, although UPS gave me some trouble about the condition of the boxes when I dropped them off.

I've had one issue with Rock Auto's packaging over the course of several years. The caliper grease included with the brake pads leaked and covered the majority of the pad. I emailed them, and they quickly sent a replacement set of pads. I was impressed with their customer service, and continue to order from them on a regular basis.

Most of the new cv axles I've installed are pretty tight when new. I wouldn't care about the dent or the nicked spline, but I'd be all butthurt about the leak. I sure as hell wouldn't fix it.

You tried contacting them about the condition of the parts?

Call them up, they have pretty damned good customer service when it comes to damaged parts, even if they were on closeout.

I've ordered from them a number of times. Their packaging quality varies based on what warehouse it comes from but generally I consider it inadequate. They usually just put the boxed item in a larger box with a few air pillows around 2 - 3 sides of it. The inner box typically doesn't have any packing materials, being a retail pack rather than a shipping pack.

I ordered an alternator, a new Denso part, from them. It was inside the Denso box which had one piece of kraft paper in it, then inside a bigger box that had the loosest of fills of air pillows. The alternator could move in the Denso box and the Denso box could move in the big box. The body and regulator of the alternator were dented when I got it, so I returned it, letting them know why in the return form. The replacement came packed the same way with a dent on the pulley. I just swapped the pulleys from my old alternator and lived with it.

Heavy delicate parts I tend to try to get locally or from the online Lexus dealership now.. but sometimes I still risk ordering them.

You know the solution, just call them and they'll make it right for you.

Considering the MASSIVE volume that they do, the percentage of "no problems" is remarkable !!

I received a damaged part from them, called and a replacement was sent right out. The guy on the phone was quite reasonable.

I'm going to call them in the morning. We moved shop today, an all day ass pain.

I usually would expect them to send a replacement, but (according to their website) these were the last 2 axles available for the time being.

I agree that most of the packages I get from them are packaged pretty poorly, but i've only had to return one item ever for damage incurred in shipping. They took care of it quickly.

I've had a fuel pump fail 8 months after buying it and they shipped a new one before I got the old one out! Delt with it all through e-mail explaining that I need to do a swap out as I could not leave the truck apart in the yard for weeks.

They'll fix it for you.

Oops, I realized my post sounded complainy... but their customer service has always been 100% great and they replace any damaged items right away.

The vast majority of my orders have had no problems.

RockAuto is awesome customer service.. Call them, they will make it right!

I just ordered more Plymouth Champ parts from them. New brake calipers....including pads for $13? Hell yes!