Mistake Made - Lesson Learned

jediscuba · August 18, 2005

I just received a shipment of brake pads and shoes for my 2001 GMC Yukon XL.

I made the mistake of ordering from a company called

Rock Auto via their web site.

I ordered top of the line raybestos brakes.

Problem 1

1 - I got 5 pads in one box, instead of 4 .... and some were used

2 - There were no instructions or hardware

Problem 2

1- The second box was a "white box" with no label and had a Hawk instruction sheet

Problem 3

1 - I asked for Raybestos Parking Shoes and was told they don't exist ...

Raybestos says otherwise.

When I called with my problems, Chris was very consoling but but his offer to send me clips and hardware kits at my expense was not acceptable.

Chris did offer to pay to have the pads picked up and returned to him at Auto Rock and ship me replacement pads .... But would not send me just the clips.

He wanted to charge me almost $7 for each clip kit.

I asked to speak with a manager or customer care consultant ... Chris said, "I'm it."

I tried to explain to him that his cost would be greater to do the entire exchange than just send me the missing clips .... I just could not get him to understand.

Something is very wrong with their customer support.

Next time I go back to buying local or going to Tire Rack where I've always gotten great service.

Wingnut · August 18, 2005

Moved---Wrong forum area.

Timberwolf · August 19, 2005

I've been buying from Rock Auto for years and never had a problem. I've found them to be one of the more knowledgeable and helpful mail order outfits out there. Sorry you had a problem. As far as any hardware goes, those are not supposed to be included. When you buy pads from anyone, that's all you get, the pads. If you want anything else, it's extra. Just an FYI for the future.

jediscuba · August 20, 2005

Odd then, the rear pads as well as the parking shoes came with new spring clips and complete instructions.

And Why, Wagner sheets packed with Raybestos Pads?

And Why Old Used Pads sent in a new box ......

Now REALLY??????

I've been buying from Rock Auto for years and never had a problem. I've found them to be one of the more knowledgeable and helpful mail order outfits out there. Sorry you had a problem. As far as any hardware goes, those are not supposed to be included. When you buy pads from anyone, that's all you get, the pads. If you want anything else, it's extra. Just an FYI for the future.

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