Rock Auto is cheap, and I average several hundred ...

Rock Auto is cheap, and I average several hundred dollars a month in orders! However, their customer service is equally cheap. I've had two significantly negative experiences in the span of just a few months. Each for several hundred dollar orders.

I was sent the wrong gasket set for a very common engine with several variations to it. Their policy on gasket sets is no returns once it is open. However, I had opened it to begin to use it throughout our engine build. Once we got to the head, we noticed it was the wrong head gasket pattern (similar, but still wrong), and it was the wrong valve cover gasket (was sent the next generation up). I emailed customer service to ask for an exchange, or an 80% refund because I had already used some of the gaskets.

They accused me of lying. After a week of back and forth with them eluding to how much of an idiot I am, I sent them photos of the OEM gaskets next to their gaskets. They then initiated a return, and wanted me to pay for shipping. I demanded they comp the shipping and I sent them the gaskets back.

They did not ever offer to correct the problem. They did not offer to send replacement gaskets while we worked out the problem. All they did was insult me until I finally sent side by side photos.

Most recently, I ordered a brake set for my wife's car. I paid for express overnight shipping because happy wife, happy life. I ordered on Thursday, and on Friday the parts have yet to leave their warehouse. I emailed in to inquire what the hold up was, and was told it would deliver on Monday. I emailed again, to ask to expedite it - or cancel my order so I can reorder from somewhere else locally and have the hardware for the weekend.

They refused to cancel my order, which has still not left their warehouse. It has "label generated" but nothing has been received by FedEx. Nothing has physically moved off of a shelf. I am going to refuse their shipment and dispute the charge with our credit card.

Again, they offered no way to remedy the situation, and again insulted me through their emails. All my emails have been very polite, I don't use profanity, and I don't ask for impossible things. I've worked in drop shipping auto parts before, I know what is possible.

Rock Auto refuses to go any extra mile, whatsoever.