First, we apologize that the customer did not receive responses from our representativesThe situation had already been addressed, but apologize that he did not receive callbacks When this customer reported a problem with his converter, we explained that with the information he provided we could not guarantee it would be covered under the manufacture's warrantyWe explained that typically catalytic converters are only covered if there is a structural problemIf it failed due to another problem in the vehicle, it wouldn't be covered by warranty The customer ordered a new converter, then contacted us for warranty return instructions for the old oneThe customer returned the old converterThe manufacturer found that the substrate had broken apart internally with signs of heavy ash, which indicates a problem outside the converter (such as over-heating, an emissions issue) rather than a manufacturing defect (Please see manufacturer's site for additional technical information about this type of symptom [redacted] ) We informed the customer that since the converter was not faulty we could not refund for it and we returned it to him at his request The piece of paper the customer included in his return did not need to be opened for the manufacturer to inspect the partThe manufacturer uses a tool that can be inserted into either end of the converter for an internal view without need for cutting it apart, which is why the converter returned to the customer after inspection was in one piece Parts can quickly or slowly deteriorate, so it is likely the new converter will eventually fail as well if nothing else was replacedThe vehicle could have passed emissions tests and not necessarily shown a check engine light if the substrate was slowly deteriorating over several monthsWe can not speak to the validity of a competitor's (like a dealership's) claims but based on the manufacturer's inspection this was not a failure caused by the converterSince the converter was not a defective part, no refund will be issued
We're sorry this return wasn't handled appropriatelyWe tried contacting the customer by phone to discuss details further, but were unable to reach himRegardless, considering the fitment issues he experienced and the likelihood that necessary adapters were not included with his wiper we have refunded him in full for the order as requested (without requiring return)
Our Policies page states that shipping charges are not refundable unless the return is due to our mistakeAs our Help page explains, manufacturers sometimes buy parts from other companies to save the cost of tooling and/or to supplement inventory between production runsThey sometimes sell the same parts under different brandsAnd they sometimes make minor design changes which do not affect performance (such as using a different color of plastic on a PCV valve or different color paint on a shock absorber)As a retailer, we have no control over those decisionsIf the part you received is in Company A's box, we bought it from A, we paid A's price for it, it meets A's specifications and it is covered by A's warrantyIf you choose to return it because you disagree with Company A's aesthetic or make-versus-buy decisions, shipping is not refundable and, if you re-order it, you probably will receive the same item (unless Company A made another design or sourcing change in the meantime) This customer purchased two Moog stabilizer bar linksMoog sources these parts from different companies, so while they may look slightly different they will both fit and function and are Moog partsThe customer is welcome to set up a return for these parts using our Order Status and Returns link (https://www.rockauto.com/orderstatus/orderstatus.php), but since we shipped him the parts he ordered he is responsible for shipping costs
Mr [redacted] purchased an A/C compressor kit, and asked us to arrange a return and replacement when he had problems with the compressorThe warranty terms of the manufacturer, GPD, require proof of an A/C system flush, because even a tiny amount of debris in an A/C system can quickly damage a new compressorWhen we asked him about this detail, he explained that he installed the compressor himself and used an air gun and mineral spirits to flush the systemTo avoid having Mr [redacted] return the part only to have the warranty denied, we asked the manufacturer if the method he used to flush the system met the terms of the warrantyThey told us that mineral spirits are not an approved solvent for A/C system flushes, and so they would not honor the warrantyAccording to our warranty policy, RockAuto does not offer any product warranty of our own - we honor the warranty provided by the manufacturer of the productSince the manufacturer will not warranty this part, we are not able to offer a replacement or refund
This is now the fourth Revdex.com complaint this customer has filed about these previously addressed concernsAs we explained in previous responses, given the interactions and personal threats this customer has made to employees of RockAuto on multiple occasions, we have informed him we will not be processing future orders from him This includes his February 5th order for which we have not collected and will not collect payment or shipWe will no longer be doing business with this customer The strut/shock the customer references was refunded in full a year agoThe spark plugs the customer references were from 2012; he was given return instructions and a prepaid label years ago but never sent them backSince our return policy is days, these spark plugs are no longer returnable after yearsAll of this has been previously resolved through the Revdex.com
We communicated with the customer after his Revdex.com submissionWe explained we do not have the quarter panel he needs in stockHe indicated he found what he needs locally and he will use the remaining partSince he will use one part and we have already refunded him for the incorrect part, we consider this resolved
Customer submitted Revdex.com complaint about these two ordersMy reply: This customer placed two orders (one in December and one in March) for a INDMAR for a total of spark plugs ($each)He let us know he ordered the wrong size spark plugs despite our listing specifying the size, so he doesn't need these partsThe customer claims he needs Autolite 104's, but this part number is not designed for the INDMAR so we're not sure what boat the customer hasRockAuto accepts returns within daysSince both orders were over days old by the time the customer requested a return, these are no longer returnable for refund
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Some of the response from the business is false; the website only references left or right sideI spoke to someone at Rock Auto and they explained left or right side depends on how you look at it; from the front of the car, from the rear of the car or inside the car My complaint is the box that they sent me was a huge box with other items in it The box got destroyed during shipping, so I did what they told me to do, send it back in the manufacturer's box that it came in I couldn't help if the postal service put their sticker on it That's what they do All I am asking is for them to send me the correct side which is the driver's side, and I will pay the postage Regards, [redacted]
We're sorry on behalf of FedEx that this shipment was late due to a mechanical problem on the FedEx plane that was supposed to deliver the orderFedEx express does not deliver on Saturdays, so we unfortunately could not offer the solution the customer requested of an overnight shipment with delivery the next day, a SaturdaySince this was out of our control but the customer was negatively affected, we have issued a refund for the difference in cost between the service the customer paid for (Next Business Day Express) and the service the customer received (Business Day Express), as he requested
The customer purchased a part with a core chargeAs our Policies page states, shipping charges on cores aren't refundableCores must be complete and rebuildable to receive credit When the core return was received, there was a cut wire so the core was unable to be rebuiltWe sent the attached photo multiple times upon request, clearly showing the cut wireWe offered multiple times to send the unrebuildable core back to the customer, but she did not respond to our requests so the core was disposed ofThe customer was not charged return shipping (we absorbed this cost as a courtesy)No refund will be issued for this core that can not be rebuilt
The customer ordered Wednesday evening using next business day express shippingWe shipped his order Thursday, and under circumstances it would have been delivered FridayDue to a blizzard on Thursday that affected FedEx shipments, FedEx delivered this customer's shipment as soon as they were able - one business day late on MondayAs we explained to the customer, since weather is not something that is under anyone's control, no shipping cost refund will be issuedHe is welcome to return the part under our day return policy The customer spoke with a representative hired to make decisions like these, and who explained the answer we provided would not change by talking to another representativeWe could not cancel the order since it had already shipped out and was in the carrier's hands
We're sorry this customer's order was delayed due to snow/ice stormsThere is currently a FedEx express service disruption due to weather and many shipments across the country have been affected, including this customer'sAs the Returns section of our Polices page explains, shipping charges are not refundable unless the return is due to our mistake FedEx does not issue refunds for delays caused by local or national weather conditions (“acts of God”), so shipments delayed due to the storm are not eligible for a refund or credit under their money-back guarantee policySince we provided the service we promised by shipping the customer's order on time and the delay is out of RockAuto's or FedEx's control, no refund will be issued
This customer ordered the wrong hubs (he ordered hole when he needed hole) for his vehicle and requested a return past our usual day return policyWe offered a return policy exception and allowed the return of the two hubsWe sent him return instructions that explicitly state we require a shipping box be used for return to prevent damage to the box and part: “Put the part boxes in a shipping box - returns sent in just the manufacturer's packaging may not be refundable if the original box is damaged in shipping.” This same information is reflected on our Policies pageThe customer did not use a shipping box for return of either part The part returned to New Jersey was refundable because the part and the part box were received in undamaged, resellable conditionThe part returned to Maryland had multiple labels on the part box and had a hole in the part box (see attached photos), rendering it unable to be resold due to damage and therefore not refundableNo additional refund will be issued for the second part that the customer returned without a shipping box and which had a damaged part box upon return
We're very sorry this customer received the wrong parts! We provided a prepaid label to return the parts and offered either a full refund (including shipping) for the incorrect parts or reshipment at our expense of the correct partsThe customer requested reshipment, so as soon as the parts were in transit back to us we reshipped the correct parts using the same shipping method originally chosen for the orderThe customer received the correct parts days after dropping the wrong parts off at FedExWe do require that parts be in transit back to us prior to reshipment of additional goods and since we do not profit from shipping costs we could not expedite the reshipment for freeAs a separate transaction, the customer is welcome to return their core but are responsible for return shipping costs as our Help page explains
We apologize for the trouble this customer has had getting two matching mirrorsAs he requested, we shipped the customer a matching mirror that was delivered to the customer 01/02/
As our Policies page explains, shipping charges are not refundable unless the return is due to our mistakeWe're not sure why this customer thought a rubber boot would be included with the clutch slave cylinder he orderedWe include a photo of the part the customer ordered in our part listing, which -unlike alternatively offered products in the catalog under the same vehicle- does not include a rubber bootWe shipped the customer what was depicted and what he orderedWe accept returns within days, so if the customer wants to return it for a part cost refund he can do soNo shipping charges will be refunded
We're sorry that two parts arrived lateThis customer ordered four parts on SundayTwo parts shipped Monday and arrived on time on Tuesday, but the remaining two parts from another location arrived one business day late on WednesdayWe thought this was due to an uncontrollable weather delay, but after further investigation found that it was a shipment delay at the warehouseSince the customer paid for next business day express shipping but received business day express shipping for part of the order, he has been refunded for the difference between the service he chose and the service he received on these two late items
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below First off I'd like to say I made a mistake Rock auto website doesn't not ask for a vin number after re checking there site , that was from another companys website I apolgise for that Now that being said , Even with using the correct grommet to fit my bracket which I used , doesn't allow a square peg to fit a round hole And for you to say" We're not sure why the customer could'nt use this pump " After of your employee's agreed the parts are different by looking at pictures is beyond me I'm not saying the item on your site didn't match what I recieved , I'm saying that item didn't fit my carI sent rock auto pics of what I had and what I ordered ,on 11/3/ [redacted] agreed the parts were different and offered to email me a form to print to send the item back I also asked him if he could check to see if the other pumps listed would fit my vehicle, he said he would have someone check the warehouse and get back to me , well he did get back to me and said all the pumps listed have the same end as the one I ordered and that none of them would fit Which is a LIE ! because the airtex pump model number Ehas the shape I need to fit in my bracket ..Even when I called up to inquire why I didn't receive my shipping cost [redacted] saw the email and the pics I included even she said the parts were different , now I don't know who is responding on Rock Auto's behalf, but someone over there isn't being truthfuland trying to resolve something when the other side isn't being truthful is pointless, the pictures I provided put it in plain site The $I would like to be reimbursed for isn't to much to ask for in this particular case , In the realm of buisness and customer it should have never gotten this far And for you to not honor that under customer service is a reason why your rating with the Revdex.com should be lowered Regards, [redacted]
When this customer ordered, we thought we could ship his bumper from a warehouse close to the customerWhen we discovered it was out of stock, our only option was to purchase one from another supplier located across the countryWe apologized for our inventory error and asked the customer if he was willing to pay the higher cost that solution requiredHe did not want to pay that cost, so he asked us to cancel the bumper from the order and we did soHe was not charged for the canceled partNo additional compensation will be issued.The quote the customer references was taken out of context on our Policies pageThat note explains we will not add additional fees after checkout in situations where shipping costs include special-order supplier fees or transfer fees for international ordersThe shipping cost on this customer's order did not result from either of these cases, but from trying to get the customer the bumper from an alternative supplierTo avoid future confusion, we have removed this quote from the site
We apologize that this was not handled appropriatelyWe have issued a refund of $(the reported cost of repair) to the customer's original payment method, as the customer has requested
First, we apologize that the customer did not receive responses from our representativesThe situation had already been addressed, but apologize that he did not receive callbacks When this customer reported a problem with his converter, we explained that with the information he provided we could not guarantee it would be covered under the manufacture's warrantyWe explained that typically catalytic converters are only covered if there is a structural problemIf it failed due to another problem in the vehicle, it wouldn't be covered by warranty The customer ordered a new converter, then contacted us for warranty return instructions for the old oneThe customer returned the old converterThe manufacturer found that the substrate had broken apart internally with signs of heavy ash, which indicates a problem outside the converter (such as over-heating, an emissions issue) rather than a manufacturing defect (Please see manufacturer's site for additional technical information about this type of symptom [redacted] ) We informed the customer that since the converter was not faulty we could not refund for it and we returned it to him at his request The piece of paper the customer included in his return did not need to be opened for the manufacturer to inspect the partThe manufacturer uses a tool that can be inserted into either end of the converter for an internal view without need for cutting it apart, which is why the converter returned to the customer after inspection was in one piece Parts can quickly or slowly deteriorate, so it is likely the new converter will eventually fail as well if nothing else was replacedThe vehicle could have passed emissions tests and not necessarily shown a check engine light if the substrate was slowly deteriorating over several monthsWe can not speak to the validity of a competitor's (like a dealership's) claims but based on the manufacturer's inspection this was not a failure caused by the converterSince the converter was not a defective part, no refund will be issued
We're sorry this return wasn't handled appropriatelyWe tried contacting the customer by phone to discuss details further, but were unable to reach himRegardless, considering the fitment issues he experienced and the likelihood that necessary adapters were not included with his wiper we have refunded him in full for the order as requested (without requiring return)
Our Policies page states that shipping charges are not refundable unless the return is due to our mistakeAs our Help page explains, manufacturers sometimes buy parts from other companies to save the cost of tooling and/or to supplement inventory between production runsThey sometimes sell the same parts under different brandsAnd they sometimes make minor design changes which do not affect performance (such as using a different color of plastic on a PCV valve or different color paint on a shock absorber)As a retailer, we have no control over those decisionsIf the part you received is in Company A's box, we bought it from A, we paid A's price for it, it meets A's specifications and it is covered by A's warrantyIf you choose to return it because you disagree with Company A's aesthetic or make-versus-buy decisions, shipping is not refundable and, if you re-order it, you probably will receive the same item (unless Company A made another design or sourcing change in the meantime) This customer purchased two Moog stabilizer bar linksMoog sources these parts from different companies, so while they may look slightly different they will both fit and function and are Moog partsThe customer is welcome to set up a return for these parts using our Order Status and Returns link (https://www.rockauto.com/orderstatus/orderstatus.php), but since we shipped him the parts he ordered he is responsible for shipping costs
Mr [redacted] purchased an A/C compressor kit, and asked us to arrange a return and replacement when he had problems with the compressorThe warranty terms of the manufacturer, GPD, require proof of an A/C system flush, because even a tiny amount of debris in an A/C system can quickly damage a new compressorWhen we asked him about this detail, he explained that he installed the compressor himself and used an air gun and mineral spirits to flush the systemTo avoid having Mr [redacted] return the part only to have the warranty denied, we asked the manufacturer if the method he used to flush the system met the terms of the warrantyThey told us that mineral spirits are not an approved solvent for A/C system flushes, and so they would not honor the warrantyAccording to our warranty policy, RockAuto does not offer any product warranty of our own - we honor the warranty provided by the manufacturer of the productSince the manufacturer will not warranty this part, we are not able to offer a replacement or refund
This is now the fourth Revdex.com complaint this customer has filed about these previously addressed concernsAs we explained in previous responses, given the interactions and personal threats this customer has made to employees of RockAuto on multiple occasions, we have informed him we will not be processing future orders from him This includes his February 5th order for which we have not collected and will not collect payment or shipWe will no longer be doing business with this customer The strut/shock the customer references was refunded in full a year agoThe spark plugs the customer references were from 2012; he was given return instructions and a prepaid label years ago but never sent them backSince our return policy is days, these spark plugs are no longer returnable after yearsAll of this has been previously resolved through the Revdex.com
We communicated with the customer after his Revdex.com submissionWe explained we do not have the quarter panel he needs in stockHe indicated he found what he needs locally and he will use the remaining partSince he will use one part and we have already refunded him for the incorrect part, we consider this resolved
Customer submitted Revdex.com complaint about these two ordersMy reply: This customer placed two orders (one in December and one in March) for a INDMAR for a total of spark plugs ($each)He let us know he ordered the wrong size spark plugs despite our listing specifying the size, so he doesn't need these partsThe customer claims he needs Autolite 104's, but this part number is not designed for the INDMAR so we're not sure what boat the customer hasRockAuto accepts returns within daysSince both orders were over days old by the time the customer requested a return, these are no longer returnable for refund
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Some of the response from the business is false; the website only references left or right sideI spoke to someone at Rock Auto and they explained left or right side depends on how you look at it; from the front of the car, from the rear of the car or inside the car My complaint is the box that they sent me was a huge box with other items in it The box got destroyed during shipping, so I did what they told me to do, send it back in the manufacturer's box that it came in I couldn't help if the postal service put their sticker on it That's what they do All I am asking is for them to send me the correct side which is the driver's side, and I will pay the postage Regards, [redacted]
We're sorry on behalf of FedEx that this shipment was late due to a mechanical problem on the FedEx plane that was supposed to deliver the orderFedEx express does not deliver on Saturdays, so we unfortunately could not offer the solution the customer requested of an overnight shipment with delivery the next day, a SaturdaySince this was out of our control but the customer was negatively affected, we have issued a refund for the difference in cost between the service the customer paid for (Next Business Day Express) and the service the customer received (Business Day Express), as he requested
The customer purchased a part with a core chargeAs our Policies page states, shipping charges on cores aren't refundableCores must be complete and rebuildable to receive credit When the core return was received, there was a cut wire so the core was unable to be rebuiltWe sent the attached photo multiple times upon request, clearly showing the cut wireWe offered multiple times to send the unrebuildable core back to the customer, but she did not respond to our requests so the core was disposed ofThe customer was not charged return shipping (we absorbed this cost as a courtesy)No refund will be issued for this core that can not be rebuilt
The customer ordered Wednesday evening using next business day express shippingWe shipped his order Thursday, and under circumstances it would have been delivered FridayDue to a blizzard on Thursday that affected FedEx shipments, FedEx delivered this customer's shipment as soon as they were able - one business day late on MondayAs we explained to the customer, since weather is not something that is under anyone's control, no shipping cost refund will be issuedHe is welcome to return the part under our day return policy The customer spoke with a representative hired to make decisions like these, and who explained the answer we provided would not change by talking to another representativeWe could not cancel the order since it had already shipped out and was in the carrier's hands
We're sorry this customer's order was delayed due to snow/ice stormsThere is currently a FedEx express service disruption due to weather and many shipments across the country have been affected, including this customer'sAs the Returns section of our Polices page explains, shipping charges are not refundable unless the return is due to our mistake FedEx does not issue refunds for delays caused by local or national weather conditions (“acts of God”), so shipments delayed due to the storm are not eligible for a refund or credit under their money-back guarantee policySince we provided the service we promised by shipping the customer's order on time and the delay is out of RockAuto's or FedEx's control, no refund will be issued
This customer ordered the wrong hubs (he ordered hole when he needed hole) for his vehicle and requested a return past our usual day return policyWe offered a return policy exception and allowed the return of the two hubsWe sent him return instructions that explicitly state we require a shipping box be used for return to prevent damage to the box and part: “Put the part boxes in a shipping box - returns sent in just the manufacturer's packaging may not be refundable if the original box is damaged in shipping.” This same information is reflected on our Policies pageThe customer did not use a shipping box for return of either part The part returned to New Jersey was refundable because the part and the part box were received in undamaged, resellable conditionThe part returned to Maryland had multiple labels on the part box and had a hole in the part box (see attached photos), rendering it unable to be resold due to damage and therefore not refundableNo additional refund will be issued for the second part that the customer returned without a shipping box and which had a damaged part box upon return
We're very sorry this customer received the wrong parts! We provided a prepaid label to return the parts and offered either a full refund (including shipping) for the incorrect parts or reshipment at our expense of the correct partsThe customer requested reshipment, so as soon as the parts were in transit back to us we reshipped the correct parts using the same shipping method originally chosen for the orderThe customer received the correct parts days after dropping the wrong parts off at FedExWe do require that parts be in transit back to us prior to reshipment of additional goods and since we do not profit from shipping costs we could not expedite the reshipment for freeAs a separate transaction, the customer is welcome to return their core but are responsible for return shipping costs as our Help page explains
We apologize for the trouble this customer has had getting two matching mirrorsAs he requested, we shipped the customer a matching mirror that was delivered to the customer 01/02/
As our Policies page explains, shipping charges are not refundable unless the return is due to our mistakeWe're not sure why this customer thought a rubber boot would be included with the clutch slave cylinder he orderedWe include a photo of the part the customer ordered in our part listing, which -unlike alternatively offered products in the catalog under the same vehicle- does not include a rubber bootWe shipped the customer what was depicted and what he orderedWe accept returns within days, so if the customer wants to return it for a part cost refund he can do soNo shipping charges will be refunded
We're sorry that two parts arrived lateThis customer ordered four parts on SundayTwo parts shipped Monday and arrived on time on Tuesday, but the remaining two parts from another location arrived one business day late on WednesdayWe thought this was due to an uncontrollable weather delay, but after further investigation found that it was a shipment delay at the warehouseSince the customer paid for next business day express shipping but received business day express shipping for part of the order, he has been refunded for the difference between the service he chose and the service he received on these two late items
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below First off I'd like to say I made a mistake Rock auto website doesn't not ask for a vin number after re checking there site , that was from another companys website I apolgise for that Now that being said , Even with using the correct grommet to fit my bracket which I used , doesn't allow a square peg to fit a round hole And for you to say" We're not sure why the customer could'nt use this pump " After of your employee's agreed the parts are different by looking at pictures is beyond me I'm not saying the item on your site didn't match what I recieved , I'm saying that item didn't fit my carI sent rock auto pics of what I had and what I ordered ,on 11/3/ [redacted] agreed the parts were different and offered to email me a form to print to send the item back I also asked him if he could check to see if the other pumps listed would fit my vehicle, he said he would have someone check the warehouse and get back to me , well he did get back to me and said all the pumps listed have the same end as the one I ordered and that none of them would fit Which is a LIE ! because the airtex pump model number Ehas the shape I need to fit in my bracket ..Even when I called up to inquire why I didn't receive my shipping cost [redacted] saw the email and the pics I included even she said the parts were different , now I don't know who is responding on Rock Auto's behalf, but someone over there isn't being truthfuland trying to resolve something when the other side isn't being truthful is pointless, the pictures I provided put it in plain site The $I would like to be reimbursed for isn't to much to ask for in this particular case , In the realm of buisness and customer it should have never gotten this far And for you to not honor that under customer service is a reason why your rating with the Revdex.com should be lowered Regards, [redacted]
When this customer ordered, we thought we could ship his bumper from a warehouse close to the customerWhen we discovered it was out of stock, our only option was to purchase one from another supplier located across the countryWe apologized for our inventory error and asked the customer if he was willing to pay the higher cost that solution requiredHe did not want to pay that cost, so he asked us to cancel the bumper from the order and we did soHe was not charged for the canceled partNo additional compensation will be issued.The quote the customer references was taken out of context on our Policies pageThat note explains we will not add additional fees after checkout in situations where shipping costs include special-order supplier fees or transfer fees for international ordersThe shipping cost on this customer's order did not result from either of these cases, but from trying to get the customer the bumper from an alternative supplierTo avoid future confusion, we have removed this quote from the site
We apologize that this was not handled appropriatelyWe have issued a refund of $(the reported cost of repair) to the customer's original payment method, as the customer has requested