Horrible. Took my money 5 times and I still don't have the parts. Matt is apparently a supervisor?? Not sure whose ass he kissed to get that job, but it certainly wasn't earned. And I figured out why... See more
Company replied
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
Terrible customer service!! They indicated that they would have my rotors and pads on December 5. It is now December 11 and the shipper is now saying that the second piece of the order was just shippe... See more
Company replied
I ordered a radiator from Autoshack on Ebay and it was sold as coming with a 6 month warranty. Just under 3 months later the radiator developed a large leak at a seam. I inquired with the company thro... See more
Company replied
Sent me brake pads that had been previously returned by someone else, most likely as defective. Package was torn open & a mess. Pads did not fit application, had to slightly modify backing plate to fi... See more
Company replied
Company details
Written by the company
AutoShack stands for convenience and customer focus. We are committed to providing a straightforward online shopping experience that puts your needs at the forefront. Our inventory houses over a million aftermarket auto parts, available directly to you. By bypassing the middleman, we offer these parts at factory-direct prices, an advantage we gladly pass on to our customers. We believe in putting the customer first. Our Contact Center team is ready to assist, aiming to make your interactions with us as smooth as possible. Our objective is to give you the confidence to make informed decisions about your vehicle maintenance and repair needs. Every order is managed and shipped from our own distribution centers, ensuring accurate and prompt delivery of your selected parts. AutoShack is your go-to choice for auto parts needs. It's about you, your vehicle, and ensuring you get the parts you need without a hassle. Experience the convenience with AutoShack today!
Contact info
115 Journeyman St, K2T 0N7, Kanata, Canada
- 1(866)990-3871
- emails.4200237.1208.99797fe1d2@4200237.email.netsuite.com
- autoshack.com
1.6
Bad
205 reviews
Replied to 97% of negative reviews
Typically replies within 48 hours
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No problems with shipping was pretty…
No problems with shipping was pretty considering I live in Alberta..
April 25, 2024
Unprompted review
Reply from Auto Shack
Mark,
Thank you for your positive feedback and for taking the time to post a review. We're glad to hear that the shipping to Alberta met your expectations. We appreciate your business and are here should you need anything in the future.
Regards,
Customer Service Team
AutoShack
Worse company to deal with! Still trying to get them to work with me from April 9th till now,April 23rd
I ordered front and rear rotors for my truck and answered all the questions they needed at to the make, model, year, etc, and the rear rotors were the wrong size. They tried to say I did not answer one question, which needed me to click on an icon ( nowhere did it say I needed to do that) and that I would have to send all 4 rotors back, pay for return shipping and then, after they inspect the rotors,they would issue me a refund if there was no damage done to the rotors. They still want to make me pay for return shipping, even though they sent the wrong rotors! Terrible company to deal with!
April 23, 2024
Unprompted review
Reply from Auto Shack
Susan,
Thank you for sharing your experience, and we regret to hear about the issues with the rear rotors for your truck. We understand the frustration that comes with receiving parts that do not fit as expected.
To ensure accuracy, our listings on platforms like Amazon include a "Confirm Fit" tool that helps verify if the parts are compatible with specific vehicle details. This tool is crucial in the selection process, especially for features like emergency brake compatibility which can vary between models. On Behalf of AMAZON we apologize for any confusion regarding the necessity to use this tool, which might not have been prominently displayed on your device.
While we strive to assist our customers in every way possible, our policy on return shipping requires the customer to cover these costs unless an error originated from our side, such as sending incorrect parts that were not ordered. In this case, it appears the parts matched the initial order but lacked compatibility due to unverified details.
Regards,
Customer Service Team
AutoShack
scammy and tricky
I have bought pair of front rotors and installed with brand new brake pads.
I had them 15000 miles and started to feel shaking while applying brakes. Mechanic said rotors are uneven, needs to replaced.
Autoshack mentioned lifetime warranty for one time replacement.
I bought the item on amazon.com that is why I had 6-month warranty.
what the fork is this ? if you sold on amazon, you ship lower quality ones, defectives, leftovers or what ?
It is the weirdest warranty policy I have ever experienced.
Not recommended!!!
April 16, 2024
Unprompted review
Wish I would've read the reviews first
Wish I would've read the reviews first! I ordered rotors and pads for my truck based on the search I put in I just assumed that they was the ones I needed. Might I add that it never asked if my truck was 2wd or 4wd so shame on me for assuming they would fit. After speaking to customer service and getting the email to return them I was dealing with the same issue as others it would cost 80% of what I paid to ship them back so why bother? As a company they should offer return shipping.
April 1, 2024
Unprompted review
Reply from Auto Shack
Jessica,
Thank you for taking the time to share your experience. We understand the importance of ensuring that the parts ordered are the correct fit for your vehicle. We encourage all our customers to review the detailed fitment notes provided below each product on our website, which include specifications like engine size, type of drive, and rotor diameter, to help ensure compatibility.
We regret to hear that the return shipping costs were a concern. As per our policy, return shipping costs fall to the customer when the order error is on their part. This policy is in place because we cannot foresee the specifics of each vehicle without direct input or confirmation from the customer.
Your feedback is important, and we continuously strive to improve our service and clarity on our website to help our customers make informed decisions. If there's anything more we can assist with, please don't hesitate to contact us.
Regards,
Customer Service Team
AutoShack
They have the worst customer service …
They have the worst customer service online
After Autoshack.ca approved my refund They started give excuses didn't find my order b.o.b I had to make a complaint to Visa After waiting 7th wheels I finally got my money
April 8, 2024
Unprompted review
Reply from Auto Shack
Antonio,
Thank you for sharing your experience. We understand that receiving a timely refund is crucial and aim to make this process as smooth as possible for our customers. In reviewing your case, we found there was a delay due to the refund process involving manual intervention when the original payment details were not automatically linked to your return authorization. This was an unusual situation that led to an extended processing time.
We acknowledge that our response time did not meet our usual standards of service. Our team is continuously working on improving our systems and communication to ensure such delays are minimized in the future.
Your feedback is invaluable in helping us improve our customer service. Should you have any further concerns or need assistance, please feel free to contact us directly.
Regards,
Customer Service Team
AutoShack
Terrible company to deal with
Terrible company to deal with, they have wrong parts listed for vehicle, nobody to help u order so if u mistakenly order and receive the wrong parts they do nothing to help u return or exchange. They make u find your own shipping company and pay to ship the parts back to them, then they charge u a restocking charge. I will never order from this company again, nor should anyone else. Terrible company terrible customer service
April 1, 2024
Unprompted review
Reply from Auto Shack
Adam,
We appreciate you taking the time to share your feedback. We understand that ordering the correct parts can sometimes be challenging. Our records show that after you contacted us about the mistake, we aimed to assist by providing clear return instructions, in line with our policy that customers are responsible for return shipping in such instances. It’s important to us that the process is as straightforward as possible.
We're pleased to confirm that upon receipt of the returned parts, you were refunded in full, with no restocking fee applied, as noted in your case from April 1.
We continuously strive to improve our customer service and appreciate your input. If there's anything further you'd like to discuss or need assistance with, we invite you to contact us directly.
Regards,
Customer Service Team
AutoShack
Fast delivery
I actually received my parts in 1 day. Not trying to brag to the negative reviewers here lol, maybe it's because I'm in the same province, I don't know. Impressive enough to leave a review.
Parts are correct and appear to be good quality but I haven't installed yet hence only 4 out of 5 instead of 5/5.
I would recommend this store
March 12, 2024
Unprompted review
Reply from Auto Shack
Kev LT,
Thank you for taking the time to share your positive experience with us. We're thrilled to hear about the fast delivery and that you received the correct parts. Your feedback is greatly appreciated and helps us to continue providing the best service possible.
We look forward to hearing how the parts perform once installed and hope to serve you again in the future. Thank you for your recommendation and for choosing our store.
Regards,
Customer Service Team
AutoShack
Lie about delivery
I giveAutoShack a zero I placed my order February 26 today is March 4. I haven’t received it yet. I was promised 2 to 3 day delivery by the customer service my vehicle has been down for over a week, waiting for the part so if you need your item quickly, I would recommend you use rock auto or other source
February 26, 2024
Unprompted review
Reply from Auto Shack
Dear Sam,
Thank you for bringing this to our attention. We understand the importance of timely delivery, especially when your vehicle is waiting for parts. Your order was placed on February 26 at 6:02 PM EST and was picked up the following day, February 27. According to our records, your order has been successfully delivered today, March 4, within our 5 business day timeframe.
We recognize the inconvenience this has caused due to the expectations set for 2 to 3 day delivery. As a gesture of our commitment to customer satisfaction, we will be providing a return label tomorrow, March 5th, for you to send back the part for a full refund.
We value your feedback and are continuously working to improve our service. Thank you for your patience and understanding.
Regards,
Customer Service Team
AutoShack
HORRIBLE
If I could give a zero I absolutely would. I specifically put in the year/make/model of my vehicle and ordered parts based on what they say would. I purchased brakes and rotors and they weren't even close. While I understand there are different size rotors for different models, I have not seen where any vehicle with my same year/make/model that these would fit. Upon calling customer service, I was told since it was past 30 days there was nothing they could do. Horrible customer service, horrible parts, horrible experience and will NEVER purchase anything from this company again.
February 19, 2024
Unprompted review
Reply from Auto Shack
Certainly, here's a response:
"Hi Michael,
We're sorry to hear about your experience and would like to help resolve this issue for you. However, we couldn't locate an order under the gmail.com account provided. In order to assist you further, could you please provide us with additional details associated with your order, such as the order number or the email address used for the purchase? This will help us investigate the matter and address your concerns accordingly. Thank you for bringing this to our attention, and we hope to hear back from you soon.
AutoShack Customer Service Team
Parts are poor quality
Parts are poor quality! buyer beware and they will not take parts back when their web site says it will fit . I still have the parts that they didn't except. the other part that went bad with in three months ! Will not but no more part and i still have another part on my car that i don't know if its going to hold up. Now thats Service at it's best ! Thats why you have a 2.5 star rating ?
February 25, 2024
Unprompted review
Reply from Auto Shack
Dear Jonjon,
Thank you for your updated feedback. We understand your frustration regarding the parts that have experienced issues within three months. However, as we discussed previously, our warranty policy covers defective parts for a period of six months from the date of purchase. Unfortunately, as the parts are now past the warranty period, we are unable to accept returns or provide replacements.
We always strive to ensure that our customers receive high-quality products, and we regret that your recent experience has not met your expectations.
As stated on all AutoShack product listings on Amazon, our parts are backed by a 6-month warranty to protect against defective parts. We strongly recommend professional installation to ensure optimal performance and longevity of the parts.
Regards,
Customer Service Team
Auto Shack
Slow delivery
We have used Auto Shack in the past with success but we are waiting 7 days for parts delivery. Having known we would have purchased elsewhere.
February 15, 2024
Unprompted review
Reply from Auto Shack
Dear Paul,
Thank you for sharing your feedback with us. We're glad to hear that you've had success with Auto Shack in the past, and we apologize for any inconvenience caused by the delay in your recent order.
Upon reviewing your order, we found that you placed it at 2:48 PM on February 15th. The package was picked up by UPS just 4 hours later, which is typically a swift turnaround time. However, please note that Monday, February 19th, was a holiday in Canada, resulting in UPS and many other businesses being closed. As a result, there was a delay in the delivery process.
We want to assure you that your 4 parcels are currently out for delivery today, February 21st, and should be delivered within the estimated timeframe of 4 business days.
Thank you for your understanding and patience in this matter. We appreciate your continued support and hope to serve you again in the future.
Best regards,
Customer Service Team
Auto Shack
Order priority received standard after paying extra
Tick tock Auto shack, thanks for being an inconvenience
February 7, 2024
Unprompted review
Reply from Auto Shack
David,
We apologize for the inconvenience you experienced regarding the shipping of your order. We understand the frustration of expecting expedited shipping and receiving standard delivery instead.
After reviewing your case, we found that a return was generated and an intercept request was submitted to have the package returned without any action required from you.
We regret any inconvenience this may have caused you, and we want to assure you that we take your feedback seriously. On behalf of AutoShack and UPS, we apologize for the delay and any disappointment it may have caused.
We understand the importance of timely delivery, especially when it comes to auto parts. We appreciate your understanding and patience as we work to resolve this issue. If you have any further concerns or questions, please don't hesitate to reach out to us.
Sincerely,
Customer Service Team
AutoShack
Terrible experience
Terrible experience! After putting in the year, make and model, the website provided options for rotors, which did not fit! Spoke with a rep who advised it's my fault and they would not pay for return shipping. Due to weight of the rotors, it doesn't make sense to return. Buyers beware!
February 5, 2024
Unprompted review
Reply from Auto Shack
Dear Kevin,
Thank you for taking the time to share your recent experience with us.
Upon reviewing your case, we understand that you initially ordered a set of rotors for your Jeep by selecting from the options provided based on size. However, it seems there was a misalignment between the rotor size you ordered and the specifications required for your vehicle.
We appreciate your honesty in acknowledging that you made a selection somewhat blindly, and we completely understand how that can happen when faced with multiple options. As a result, we have taken the necessary steps to provide you with return labels for the incorrect rotors. We are pleased to hear that you have already placed another order with us for the correct rotors that will fit your vehicle perfectly.
At AutoShack, we value our customers and strive to make every transaction as smooth as possible. We're here to assist you in any way we can, and we appreciate your business. If you have any further questions or require additional support, please don't hesitate to reach out to us.
Thank you for your understanding and for choosing AutoShack.
Regards,
Customer Service Team
AutoShack
I purchased a set of front and rear…
I purchased a set of front and rear drilled and slotted brake rotors for a 2013 Honda Civic. They seem to be great quality and were a perfect fit. I test drove the car to bed the pads properly and it had a quiet and smooth operation. I will purchase another set for my next brake job if needed .
December 26, 2023
Unprompted review
Reply from Auto Shack
Paul,
Thank you for choosing AutoShack for your recent brake rotor purchase and for taking the time to share your experience with us. We are delighted to hear about your positive encounter.
It's wonderful to know that you found the front and rear drilled and slotted brake rotors to be of great quality and a perfect fit for your 2013 Honda Civic. Achieving a quiet and smooth operation after the test drive is precisely what we aim for with our products.
We appreciate your trust in AutoShack and your kind words regarding our products. Should you ever require another set for your next brake job or have any questions or needs in the future, please feel free to reach out to our Customer Service Team. We are here to assist you and ensure your satisfaction.
Thank you once again for your business and for sharing your positive feedback with us. We look forward to serving you in the future.
Regards,
Customer Service Team
AutoShack
Run for the hills with this company
Run for the hills with this company, wrong parts displayed for your vehicle, any attempt at putting on your vehicle voids the return policy and you are stuck with parts that don't fit and out the $ you spent. I found this company through amazon or a regular web search for the parts i needed, typed in all the info for my vehicle, a list of parts popped up. I selected one and ordered it, go to put it on it is not the correct part for my application. Call customer service, they set up a claim via email and proceed to tell me they can't take the parts back. So I am out my $ with parts that won't work
December 11, 2023
Unprompted review
Reply from Auto Shack
Dear Mr. Cheesepuff Sanders,
We appreciate you taking the time to share your feedback. We want to clarify a few important points regarding the fitment of auto parts to ensure our customers have the best experience:
1. Our fitment search relies on the vehicle information provided by the customer, such as year, make, and model. However, it's crucial to consider additional factors like trim level and other vehicle specifications that might affect part compatibility.
2. We encourage our customers to carefully review the fitment information displayed in the product listing. This information is there to help confirm whether the part is suitable for your specific application.
3. If there's any uncertainty or if you need assistance in selecting the right parts for your vehicle, please contact our Customer Service team. They are available to provide guidance and ensure you make the correct purchase.
Regarding your specific case, it appears that the part ordered was not compatible due to missing vehicle details. While we understand your frustration with not being able to return the parts, our return policy stipulates that parts cannot be returned once installed as they are no longer in new condition. We must adhere to this policy to maintain the quality of our products.
However, we do not condone any form of disrespect or inappropriate language towards our staff. We aim to provide the best service possible, and civil communication is an essential part of that process. Please let us know if you would like us to provide you with recordings of your behaviour.
AutoShack Customer Service Team.
Horrible return policy
Their description of the parts I ordered was horrible and they now won't accept the part back unless I pay shipping which is more than the parts I ordered. Beware as they avoid returns on any way possible
December 6, 2023
Unprompted review
Reply from Auto Shack
We appreciate your feedback, Andrew, and we understand your frustration with your recent purchase. It's essential to review all fitment notes and details when ordering replacement auto parts, as they provide critical information to ensure compatibility.
In this case, the brake code plays a crucial role in determining the correct parts for your vehicle. We encourage customers to carefully check their vehicle's specifications and use the fitment notes provided, especially when purchasing critical components like brake parts.
Unfortunately, as the part has already been installed, we are unable to accept a return. If you have any further questions or need assistance with future purchases, please feel free to reach out to our customer service team. Your understanding is greatly appreciated.
AutoShack Customer Service Team
They shipped the wrong radiator
They shipped the wrong radiator. Their fault!! UPS took 10 days to get it here. Then I had to find someone to install it. Being in the Az. desert it took time to find someone. Took it out of the box and realized it was wrong. I called them immediately and they opened a claim. No contact for 5 days after I sent them all the info they requested. I called again and got someone in India, I guess. ( Oh we can't do anything for you cause it is over 30 days but maybe you can sell it to someone there). Now that is their CUSTOMER SERVICE.
November 29, 2023
Unprompted review
Reply from Auto Shack
We appreciate your feedback, Robert. However, I would like to clarify some details regarding your order.
Your order was placed on October 6, 2023, and it was delivered by UPS on October 13, 2023, which is within 5 business days. We understand that you had challenges finding an installer due to your location in the Arizona desert, but it's essential to note the delivery timeline.
Regarding the radiator's compatibility, we always encourage our customers to verify fitment details before making a purchase, especially for complex products like radiators. If you are uncertain about which product to select, our customer service representatives are available to assist you in choosing the right one.
We did receive your claim and promptly requested additional information, even though it was outside of our standard return window. Regrettably, we must adhere to our return policy, which allows for returns within 30 days. When it became clear that the return request fell outside this timeframe, you were informed of our policy.
We take customer service seriously, and our representatives are here to assist. However, it's important to maintain respectful and courteous communication, as using offensive language or cursing is not acceptable. We encourage all customers to engage in a polite and constructive dialogue with our team.
In the future, we recommend verifying fitment details before ordering and contacting us promptly if any issues arise within our return policy window. We value your business and are here to assist with any future automotive needs you may have.
Thank you
AutoShack Customer Service Team
I have been using Auto Shack for a few years
I have been using Auto Shack for a few years now, and I have been very satisfied with the parts service a most of all their prices !! Delivery is usually pretty quick (standard shipping) 2-3 days. I’d recommend them to anybody looking for reliable parts at a good price !! Just placed a new order for lower control arms and a CV shaft on my QX56
November 20, 2023
Unprompted review
Reply from Auto Shack
Troy,
Thank you so much for your continued loyalty and for taking the time to share your positive experience with Auto Shack on Trustpilot. We are thrilled to hear that you have been satisfied with our parts, service, and pricing over the past few years.
We truly appreciate your recommendation to others seeking reliable parts at competitive prices. It's customers like you who inspire us to maintain the high standards of quality and service that we strive for every day.
We're delighted to hear about your recent order for lower control arms and a CV shaft for your QX56. If you ever need anything else in the future, whether it's parts or assistance, please don't hesitate to reach out to us. We're here to help!
Thanks again for your support and trust in Auto Shack. We look forward to continuing to serve you for many more years to come.
Regards,
Customer Service Team
Auto Shack
I hope this message finds you well.
I hope this message finds you well.
I've reached out to our higher support about this case however, in order to proceed with our investigation regarding your case, it's crucial for us to verify whether your car is equipped with a rear metal piston and Multilink Suspension.
To obtain this information, I kindly advise you to reach out to your dealership or mechanic, as they should be able to provide the necessary details. Once we have this confirmation, we can continue to work on your case effectively.
Thank you for your cooperation, and please don't hesitate to get in touch if you have any questions or require further assistance.
Thank You
Customer Service Representative
Autoshack. Hi my car hv a only one straight rear bar and piston is metal but i told you i send pictures and vin number for my Jetta tdi you can find it what information you guys need don’t ask me about stupid question no any online website asking me like your asking question if doesn’t fit that’s it i send to all parts and you guys refund me back simple is that just taking without any reason investigate case this is not police case but know I can give you bad reviews every single from my email and tell to many my friends and family also no worries i take a action for your company you guys fake and put wrong information for parts and after if someone purchase so give too hard times no worries i can wait if you guys don’t give me my money back i hv an other option so they can help me no matter okay guys hv a nice day never again anything from you you you r so stupid and without any reason taking long I wait for shipping label if you not send me so still i send to you pay for my pocket no problem i don’t want your stupid sending wrong parts keep it you but also I take action guys for your company not worry hv a wonderful rest of days … just want to let you know guys don’t buy anything from your cars truck or other vehicles parts from here they just waisted your time no give you refund under 30 days put you in case resolution after your 30 days gone they not response you this is happening with me sending me wrong parts for my Volkswagen jetta tdi 2.0 2013 give you all information still they send me wrong parts after I go to the workshop doesn’t fit wheel bearing rear both side and rear caliper workshop guy charge me lots of money bcz we don’t know these auto shack parts fit or not so please don’t buy from this company highly recommended they r sell parts but they don’t have enough knowledge which car fits okay thank you and god bless all of you bye 🙏
November 6, 2023
Unprompted review
No problems
Although I ordered replacement a pair of rear calipers via Amazon for a 2015 Honda Civic, the items were purchased/shipped from Autoshack here in Canada. This was back in July 2023 and since then no problems to note. I have now ordered an additional pair for a 2014 Honda Civic.
At the time of the caliper installs I did a full complete brake fluid flush.
Time will tell with my semi-annual brake maintenance done at spring and fall tire changeovers.
July 19, 2023
Unprompted review
Reply from Auto Shack
Dear Mark McIntyre,
Thank you very much for taking the time to leave us a 5-star review on Trustpilot. We genuinely appreciate your feedback and your business.
We're pleased to hear that you ordered a pair of rear calipers for your 2015 Honda Civic back in July 2023 and that you've had no problems since then. Your trust in AutoShack is greatly appreciated, and we're honored that you've returned to order an additional pair for your 2014 Honda Civic.
It's excellent to know that you also performed a complete brake fluid flush during the caliper installs. Regular brake maintenance is essential for vehicle safety and performance, and it's great to hear that you're dedicated to this.
As you mentioned, time will indeed tell with your semi-annual brake maintenance. Please know that we're here to support you during your spring and fall tire changeovers or should you have any other automotive needs. Our customer contact center is ready to assist you whenever you require our services.
Once again, thank you for your trust in AutoShack, and we look forward to continuing to serve you in the future. If you ever have questions or need assistance, please don't hesitate to reach out.
Best regards,
The AutoShack Team
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