Name: AUTODOC
Rating: 4.10

“The Parts fitted first time. The delivery took a little longer than expected but was still OK as the products came from Germany.”

Helpful Report

Posted 4 years ago

Dear customer, Thank you for your feedback and for your loyalty. We keep working on improving our service and we'll be happy to be more helpful for you in future. Best regards, Autodoc team

Posted 4 years ago

“I was surprised how easy it was to find the parts for my car. You just had to put the original part number. Parts were very keenly priced and delivered promptly.”

Helpful Report

Posted 4 years ago

Dear customer, Thank you for your review! We are pleased to know that you found our website easy to navigate, and we are even happier to know that everything went smoothly during your purchase. Best regards, Autodoc team

Posted 4 years ago

“Ordered loads of parts from autodoc.fr for around 800€. Waited for a week nothing been delivered when it's clearly says dispatched in 1-2 days. Then recieved a call that something is wrong with payment even know the money left my account ages ago. Then they said they try to sort the problem out and call me back in 20min. No call OF COURSE. Recieved email instead about 1hr after which said "refund approved" when i didn't ask for that, just wanted my parts and that's all. Called again and there was women speaking very bad english language that sounded like she doesn't know what she ia doing there at all and just keep saying to try different bank account like a have full pocket of different account. Then i give up and she told me that refund will happen in next 5 working days. So my car is waiting parts allready for a week and now i need to wait while money come back and then order parts again and wait for parts to come. Do not order from Autodoc.fr or autopieces24.fr. Idiot company”

Helpful Report

Posted 4 years ago

Dear customer, Thank you for your feedback. We apologize for the inconvenience. Due to the seasonal increase of orders quantity, the timing of their assembly and dispatch may differ from those stated on the site. All orders are processed in the order in which they are received. Unfortunately, the transactions weren't confirmed by our financial department. Please contact us at trust@auto-doc.fr, and we will help you to place an order again. We will be happy to supply you with necessary parts at best prices we can. Best regards, Autodoc team

Posted 4 years ago

“Great company. Always buy from them. The prices are cheap and the the products are good. Received my Brembo shocks far quicker than I expected .”

Helpful Report

Posted 4 years ago

Dear customer, Thank you for your feedback! We're thrilled to see you had a positive experience with us. Best regards, Autodoc team

Posted 4 years ago

“Ordered with unbelievable price, goods were delivered on time with no troubles. I like that. Great service.”

Helpful Report

Posted 4 years ago

Dear customer, It's great to know that you were pleased with our service, and we would like to take this opportunity to thank you for taking the time to write a review! Best regards, Autodoc team

Posted 4 years ago

“Autodoc suggested a starter , based my Car Reg Number , which proved incorrect when promptly delivered. A I had to get a locally sourced starte to get the car on the road , They set a prepaid return label for return to Germany, and subsequently refunded my payment by PayPal. Could not fault service, staff were sympathetic and sorted out the return, and I would use again”

Helpful Report

Posted 4 years ago

Dear customer, Thank you for your loyalty! Your feedback is very appreciated and means a lot for our support team. We will be happy to see you among our clients again and will be very happy to be even more helpful for you! Feel free to contact us, if you have any questions. Best regards, Autodoc team

Posted 4 years ago

“Avoid, cant answer simple questions, just take money and reply after order sent with wrong parts, put order on hold took 2 weeks of emails to not even read the email and send order anyway, useless, send a German tracking company that you can't read without a translator and just the slowest company I've ever dealt with, never ever again and will let all know about this as there useless to anyone in the trade”

Helpful Report

Posted 4 years ago

Dear customer, We regret you are not satisfied with our service. You can check the status of the packages by following link: https://gls-group.eu/EU/en/parcel-tracking . We will also check the issue with German link to avoid such issues in future. The tracking information may be updated with delay. At the moment the package is in transit. If you have any questions, feel free to contact us. Best regards, Autodoc team

Posted 4 years ago

“AVOID! - Terrible Customer Service. WARNING! - Autodoc do not care about their customers, once they have your money they will make you wait, customer service is terrible and can even be rude. I ordered two parts, one arrived late the other part I an still waiting for after weeks. I have complained many times and wasted a lot of my time. Autodoc just blames the delivery company and tell me to wait and wait and wait. I contact them but they don't give me any help or support. I will never use Autodoc again, please think carefully before you give them your money. I want your Customer Service Manager to intervene and send me the missing tyre immediately by express delivery. I have ordered two tyres and only one has been delivered, my contract is with Autodoc not the delivery company. The delivery company has made a mistake but you are making me wait, it is not my fault. It is not acceptable that you take my money but refuse to send me my complete order. You have wasted my time, this is a terrible way to treat your customers. Please take action immediately. UPDATE... I have just spoken to one of your staff, he said I must wait a few days or maybe a few weeks while we get an answer from the delivery company. I am utterly disgusted.”

Helpful Report

Posted 4 years ago

Dear customer, Thank you for your feedback. We apologize for the inconvenience. Your case has been transferred to the quality control department and will be considered as soon as possible. Best regards, Autodoc team

Posted 4 years ago

“I made a big mistake ordering from this company. I should have checked their reviews here (Trustpilot, Google maps) before placing an order. I assumed that they are located in the UK they are not. I spent £170 in parts that were in stock with delivery time 3-5 days. After a week (7 days) the order is still processing! Nobody from the company can tell me when the parts will be dispatched. They are located in Germany so add another week to that. I am absolutely disgusted, reading other comments that they can send wrong parts and it takes MONTHS to get it right. I tried to cancel the order but they marked it as shipped instead. It is hard to start the case through PayPal if you ordered more than one item. I had to call to Paypal to make a refund claim. I know already it is going to take months.”

Helpful Report

Posted 4 years ago

“Absolutely nightmare, order was placed early August, by now 13.October still waiting to make it happen. Original order delivered in 3 weeks, one item was completely wrong.To be qualified for exchange , they asked for many photos ,to prove their mistake . I have ordered two the and many more coils springs , one of the was OK but the other one was about 25 cm shorter.... Luckily I keep the original delivery package box,and all paper work that was attached to it. I was asked to send photos NOT only box of the wrong item ,they needed photo of the whole box in which order was delivered... Then I got free return label.I was told by the post office, that it will take 2- 3 days to reach destination. Today after three weeks( !!!!!) I was told ,that Autodoc is still awaiting for parcel, and only after they receive and examine returned item , they will be able to process exchange. Absolutely brilliant service ... It's now over two months hence order was placed. I'm still waiting for delivery, possibly around Christmas it will be finally delivered.”

Helpful Report

Posted 4 years ago

Dear customer, We are very sorry that your purchasing experience wasn't perfect. We will look into this in order to provide you with a solution. Best regards, Autodoc team

Posted 4 years ago

“I had an issue with headlight for passat b6. After a week they have send me a compensation in amount of 50 euros.”

Helpful Report

Posted 4 years ago

Dear customer, Thank you for your feedback. We apologize for the issue with the parts. We will be happy to see you among our clients again and will be very happy to change your opinion about us to more positive. Best regards, Autodoc team

Posted 4 years ago

“The correct part for our car was ordered but was determined by a qualified mechanic to be faulty. Of course the part was mounted how else would we know it was faulty. No UK contact number, (but uk web address) so used the chat function. Would not address the problem just constantly asking for the VIN, which was given. Three different representatives came on chat, as each would/ could not address the problem and then they just disconnected. So now I’m out of pocket and there seems to be no avenue for any resolution. No consumer rights with this company.”

Helpful Report

Posted 4 years ago

Dear customer, Thank you for your feedback. Please, accept our sincere apologies for the temporarily technical inconvenience with chat service. You can always find our contact information (email and phone number) in a Company section on our website. Since the part was in usage, the issue is investigated under warranty process. Only during the investigation we with manufacturer can make a decision, whether part was faulty, installation was done not properly or indicate other reason that led to defect of part. We will help you to prepare all related documents to speed up the warranty process and to increase chances of successful warranty. Please wait, and you will be contacted shortly by our QC team member. Best regards, Autodoc team

Posted 4 years ago

“Flagrant Disregard For Consumer Rights Well, sometimes the "customer service" in certain companies, i.e. this one, hits new lows. Like you, the relatively low price drew me in, and if the parts arrive and they're not broken then you probably got a good deal. I have just ordered some more car parts from Autodoc, to be delivered to the UK. This was for a total of £109.98. The following email has just been received : ------------------------------- Dear Mr. XXXXXXXX, Thank you for choosing our company. We are writing you regarding the order 37330684. We would like to inform you that the payment for this order is frozen as you have a debt to the store. We kindly ask you pay off the debt. In case you have any other questions feel free to contact us. Have a nice day. ------------------------------------ So, it would appear they are (a) not going to fulfil the order I have paid for and (b) keep the money until I pay an alleged debt I am not aware of, and that has not been communicated to me previously. Interestingly, I ordered some car parts from another website called buycarparts.co.uk, way back in May 2019. Part of that order was an auxiliary belt kit, including tensioner. On arrival, the plastic pulley on the tensioner had a section missing, and was clearly broken. You would, of course, expect to find the broken piece inside the package. Alas no, it was not there. Which means it left their warehouse in that condition, and was left completely unsecured to bounce around inside the package with all the other components on the order all the way across Europe. Naturally, I reasonably expected that they would pick up the faulty goods and arrange a replacement. However, these expectations were dashed, as your consumer rights apparently don't apply to this company. Here's an extract of a reply to my faulty claim on the aux belt kit. --------------------------- May 29, 22:08 EEST Dear XXXXXX Thank you for your email. Unfortunately, we cannot cover the postage or collect the goods. Please follow the link below to see our cancellation policy: /return-of-goods In case you will have any questions or will need any spare parts, feel free to contact us and we will do our best to assist you. May 29, 21:26 EEST Hi These are faulty goods, I will not be paying for any postage. They are, however, available for collection. Thanks. Regards XXXXXX On Wed, 29 May 2019 at 18:53, Buycarparts.co.uk wrote: K017PK1973 / V-Ribbed Belt Set / GATES / 1 Dear XXXXXX, we confirm that your item is eligible for a return. Please send the item with its original packaging back to us at your own expense. If the goods have not been reduced in value, you will receive a full refund. ------------------------------ You see the problem right? Problem 1 : They want me to pay for the shipping... Under EU law, defective products must be repaired or replaced without any cost to the consumer. This includes any shipping costs. Apparently they think their company policy overrides these statutory protections. Problem 2 : Their refund is conditional upon the item not having been reduced in value. Well, I don't know about you, but faulty goods tend to be next to worthless. It would seem buycarparts.co.uk and other websites like that, are one and the same company behind the scenes, Autodoc. That particular order was subject to a Section 75 claim by me due to the refusal of the company to honour my consumer rights. They refused to pick up the items, or to refund any postage I might incur in sending back the faulty products they sent me. Long story short, the credit card company found in my favour in January 2020. I can only imagine that what's actually happened is some kind of chargeback initiated by the CC company, as opposed to they themselves covering the amount. This, presumably, has left a negative balance that nobody bothered to tell me about. This has all been duly reported to the European Consumer Centre which you can find here ukecc.net. In addition, I'm now contemplating pursuing a small claims action and having it enforced by the relevant authorities in Berlin. If I do, the results of that action including all the steps required to make it succeed will be published here, and everywhere else there's a review for this shower. If you find yourself with broken components and no redress from this muppet show, go through your credit card company and make a Section 75 claim. Oh, and btw, you can perform the small claims action in your local court, as this company touts business in the UK. I can tell you that they won't have my money for long, and that the items from that original order are still awaiting collection...”

Helpful Report

Posted 4 years ago

Dear Customer, We are sorry for the misunderstanding between you and our support team. Your case has been referred to the quality control department and will be reviewed shortly. Best wishes, Autodoc Team

Posted 4 years ago

“Used autodoc for the last two years and had a wiper motor stop working on me. They refuse to honour the warranty unless the part was fitted by a qualified mechanic. Why then offered videos on how to repair cars to the DIY mechanic? What a total waste of time and I have taken my business elsewhere. DISGUSTING!”

Helpful Report

Posted 4 years ago

Dear customer, We apologize if any misunderstanding took place. We always request all related information about the warranty case, especially about installation\dismantling. The information is required to make a decision, whether part was faulty, installation was done not properly or indicate other reason that led to defect of part. However, the installation process differs from case to case, and we haven't refused your warranty request. On the contrary we have already sent you a warranty form to fill in to proceed your request. You can complete it in pdf or online version. We still look forward to your cooperation and we hope to avoid any misunderstandings in future. Best regards, Autodoc team

Posted 4 years ago

“All ok. But long delivery time”

Helpful Report

Posted 4 years ago

Dear customer, We regret the inconveniences caused with your recent purchase. Your case has been referred to the quality control department and will be reviewed as soon as possible. Best regards, Autodoc team

Posted 4 years ago

“Horrible company. Horrible service. When something goes wrong expect them to make your life hell. I’ve been trying to claim back labour for a defective part they sent for over two months. Never buy anything from this company.”

Helpful Report

Posted 4 years ago

Dear customer, Thank you for your feedback. We would like to sincerely apologize for any inconvenience caused. Unfortunately the warranty procedure is complicated. We always do our best to help our customers prepare all related documents to speed up the warranty process and to increase chances of successful warranty. We look forward your cooperation and will be very happy to be helpful for you. Your case has been transferred to the quality control department and will be considered as soon as possible. Best regards, Autodoc team

Posted 4 years ago

“they sent the wrong part and want me to pay to send it back. they have already charged me over the top for along wait delivery now have the nerve to ask me to pay to return the item they sent out wrong. Avoid avoid avoid at all costs”

Helpful Report

Posted 4 years ago

“WOULD NOT BUY FROM EVER AGAIN ORDERED FROM THEM VIA THERE WEBSITE USEING THE REG FROM MY VAN THE PARTS WERE SENT BUT WHEN THEY TRYED TO FIT THEM THEY HAD SENT THE WRONG PARTS SO AUTODOC WERE CONTACTED 2 WEEKS LATER THEY GOT BACK TO ME AND SAID NOTHING THEY COULD DO ABOUT IT AND I WASNT GETTING A REFUND FROM THEM SO I CALLED THEM ONLY TO BE TOLD THE SAME THING AND THE GUY ON THE PHONE BECAME VERY RUDE TO ME AND HUNG UP THE CALL I WOULD NOT RECOMMEND AUTO DOC TO ANYBODY OR TO BUY ANY THING FROM THEM”

Helpful Report

Posted 4 years ago

Dear Customer, Thank you for your review. Please keep in mind that searching using number plate or car data can not guarantee 100% compatibility, because you can mount different types of car parts with different characteristics on the vehicle and due to changes made by the manufacturer over the years. Therefore, the description of items includes OEM numbers for comparison. We strongly recommend checking by the OEM number for compatibility. If you do not know the OEM number, it is always advisable to have compatibility checked using the chassis number at our Customer Service. If there are no marks of the installation on the spare parts and the are in completely new conditions, you can return them. We will investigate your case in details. If you have any questions, feel free to contact us at trust@autodoc.co.uk Best regards, Autodoc Team

Posted 4 years ago

“Take to much time to get your order delivered.”

Helpful Report

Posted 4 years ago

Dear customer, We regret that we didn't meet your expectations. You order is being processed and will be dispatched soon. You can check the actual status of the order in your customer cabinet at any moment. After dispatch you will be notified with tracking number of the parcel. If there is anything else we can do for you, do not hesitate to contact us. Best regards, Autodoc team

Posted 4 years ago

“I was looking for a replacement set of shock absorbers for my car, I found the Autodoc website and entered my car details to select the correct set. I used their online compatibility tool to ensure i was selecting the correct ones. I checked by entering my reg number and by selecting my car details from the drop down selection. On both occasions it came up with the same information. I bought the shockers and had them fitted, after 2 weeks one of them failed, i got back in touch with Autodoc and they informed i had bought an incompatible set, I pointed out their online tool had recommended the ones I bought, their answer was in the small print it says the onus is on the buyer to ensure the parts fit!!! Will never use again.”

Helpful Report

Posted 4 years ago

Dear customer, We apologize for the inconveniences caused. The search system provides only general information about your car and limits list of parts to parts for your car model. On each product page is available the list of car models produced in specific period, and to which the spare part should fit. As you know the car manufacturers change them every year and even every month. With modifications each part receives its own OE number (OEM). That is why we also put the list of OE numbers on product page. All the information is required to choose the correct part. We hope to change your future purchasing experience with us, and if you are in need of any support, feel free to contact us, and we will select the best car parts for you. Best regards, Autodoc team

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 75%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.5 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

AUTODOC Reviews