Mr [redacted] ordered brake calipers for a BMW 325iIn our catalog, we offer two types of front calipers for this car, based on the different original suppliers that BMW used on that model - ATE and GirlingHe bought calipers meant to replace Girling calipers, but when he spoke to our representative he told us that his originals were made by ATEWe are accepting a return of the part that turned out to be wrong for the vehicle, and will refund him the cost of the part once we receive the return
Like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product. As our Policies page explains, warranties offer only replacement of the defective part with another part: no cash refunds and... no reimbursement of labor costs, shipping costs or other expenses. We have a 30 day return policy, so we cover shipping charges on products that fail in this time frame and allow a return for refund rather than the usual part-for-part replacement. Since this customer's pump failed within 30 days of purchase, we offered a prepaid return label to send the part back for either reshipment of the same part or a full refund on the order. The manufacturer does not consider labor claims, so no labor costs will be refunded. The customer can use the return instructions we emailed him to return the part for a full refund or contact our customer service department before sending the part back if he prefers a reshipment.
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.I asked the company to send me another picture of the part they stated was 'cut.' In the picture they sent me, the flash was on and I am unable to see the wire the is cutI see there is a bend in the wire, however not the wire physically cutAll I asked for was another picture that did not have the flash so I could see the wire they were speaking ofThey only sent back the one picture and that was itThey did not want to deal with me by contacting someone to take another pictureThis is horrible customer service [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
When customers place orders through our website, we send them itemized order confirmations within minutes of the order being placed which show the parts ordered alongside their pricesThis customer's order confirmation (see attachment) shows that he did not order and was not charged for a right/passenger's side headlamp assemblyThere was not a “glitch” in this process - he only ordered and was charged for one left/driver's side headlamp assembly: part number GM The customer is welcome to purchase the part he needs by placing a new order through the websiteAs our Policies page explains, everything we sell is returnable for full part cost credit within days Shipping charges are not refundable unless the return is due to our mistake Since no mistake was made on our part (we shipped and charged for exactly what the customer ordered), he is welcome to return any parts he doesn't want for a refund of the parts' costShipping costs are his responsibilityWe have emailed him the return instructions he has requested for return
Our FAQ page reminds customers to read listings carefully to ensure parts match their application. This customer has a Quattro model, but ordered Ultrapower part #UF290 for a Base model as our listing specifies [redacted] ). Our... Policies page explains that we do accept returns within 30 days but shipping charges are not refundable unless the return is due to our mistake. Since this was the customer's error, he is welcome to return the part for a refund of the part cost, but no shipping charges will be refunded.
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have uploaded the picture from first shipment and second shipment of the product from Rockauto Also the new brake I bought from a different vendor of the same productyou will see a difference between a brand new brake pad and used one Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the
business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I have not yet had the opportunity to remove the defective part from my vehicle and return it, however, Rock Auto has provided me with return information and says they will provide a refund once they receive the part. I appreciate their willingness to work with me to this resolution, but unfortunate that I had to file a complaint with the Revdex.com to get this response. Though I have not yet received the refund, I will take the business at its word that it is going to pay, and I do accept Rock Auto's response
Regards,
*** ***
After clarifying with the carrier, we
determined that there is a possibility this was re-boxed in transit
to the customer or in return transit to our warehouseSince this
possibility exists, we are refunding the customer for the part cost
minus the cost of the return label, as the customer
requested
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This response is totally incorrect. No dimensions were given in the description of the radiator, only the gm part number indicating it was for my truckThe radiator was inserted into the mount and then it was determined to be too short. No fluids were run through it which could be seen if one would look into the orfices. The radiator was originally shipped to me with all openings plugged or covered. I attempted to return it in the same manner. Having lost the plastic cover for one output I used another piece of plastic to cover it. The Rock Auto manager erroneously assumed it was to prevent fluid from escaping. The slight amount of liquid seen in one photo was on the outside of the hose outlet and was from residual fluid on the hose used in the "fit check" of the radiator. It was NOT on the inside. I repeat NO fluids were run through the radiator. It was in NEW condition when returned. The suppliers reluctance to accept a return is baffling to me.
Regards,
*** ***
As
our online
tutorial on our FAQ page explains, customers using our site
search parts under their vehicle's year, make, model, and engine
size, then select parts based on the descriptions in our listings to
ensure proper fitmentThis customer disregarded the detail in our
part listing which
specifies that this fuel pump is for vehicles with
“Engine VIN J.” The customer is unwilling to look
at his VIN information, so we can accept his return within days
but, as our Policies
page explains, shipping charges are not refundable unless the return
is due to our mistake
This customer ordered two power window
motors without threads, as shown in our part listingWe shipped what
was ordered, but two weeks after ordering he let us know he required
motors with threads and wanted to return what he orderedAs our Help
page explains, every part we sell may be
returned within days
for a refund of the part priceTo receive credit, a returned part
must be complete and in its original, unmarked manufacturer's
packagingSince the customer threw away the manufacturer's part
boxes , these parts can not be returned
We apologize for the incorrect
information about this orderWe no longer have this part number
available for replacementWe sent return instructions to the
customer, who is returning the part for a refund as he requested
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I definitely can not accept this response because the part and the package had the right part number markings, but was NOT made to the specsIf we would be talking about wrong part number shipped or damaged item - I would definitely accept this 30-day reasoning.But we are talking about the parts being marked with the right part number, but not being made to the dimensions.In the response received from Rockauto customer service directly they went as far as claiming that it's MY DUTY to check that the part fits my car and I have to do it within daysSo, in their opinion it's MY duty to check not only that this is the right p/n (which their catalog claims to fit my car) but that the part they are shipping actually fits / meets my car requirementsWell, I believe that it should be the other way around - THEY as 'professionals' should take the responsibility for what THEY are selling to the general public. I just wonder - what would be next they'll come up with - that I, as a consumer should check that the parts they are selling are made of the proper grade of steel? And that it's my responsibility to do so within days?In my view we are dealing with a typical case of breach of trust - they shipped a lemon, a part that could not possibly be used for the make and model it was specified in their invoice and now are trying to sneak away using any pretend possible.Besides, I didn't hear anything about their customer service ignoring my e-mails and requests to hear from their supervisorOr is it the way they think 'better business' looks like now?In addition, I see quite number of complaints about recent experience with RockAuto.In my opinion this is exactly the case where Revdex.com can show that the interests of general public have to be respected and protected from a greedy company with sticky hands
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
One
of the hubs that Mr*** returned was received in just the
manufacturer's part box, which was damaged and had multiple shipping
labels on itBecause we can't resell parts in damaged packaging, we
caution in our return policy and in the return instructions that we provided him that returns
sent in just the
manufacturer's packaging may not be refundable if the original box is
damaged in shippingUnfortunately, that is what happened in this case
and because we won't be receiving credit from our supplier for this
part, we are not able to issue a refund to Mr***
The
timing belt component kit the customer ordered -part number ***-
does not include a water pumpThe part was listed in the section
noted as 'Without Water Pump' in our catalog (see attached screen
shot), and the image of the kit does not show a water pumpThe
description of the part
also does not say the pump is includedOur
website shows the following description:
Includes:
Timing Belt, Camshaft Belt Tensioner with In Arm Actuator, Camshaft
Belt Idlers; Water Pump Driven by Timing BeltWe're
sorry if the customer misunderstood the listing, but we use the
semi-colon as a grammatical notation that indicates a
separation between two independent clauses without using a
conjunctionThe semi-colon
following “belt idlers” indicates the end of the list of items
included'Water Pump Driven by Timing Belt' is a description of how
the timing system in the vehicle functionsEven if the customer was
confused about punctuation, the part photo showing no water pump and
the part being listed under “Without Water Pump” clearly
communicates that a pump would not be sent with this kit.The
kit can be returned for a refund of the part cost, or he can purchase
a water pump separately if he needs oneSince we shipped him what we
advertised and what he ordered, no shipping costs will be refunded
The customer will not be sent a water pump at no chargeWe have
emailed the customer return instructions to complete the return if he
chooses to send it back
Mr*** 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*** 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I once again request any form of proof that Rock Auto is correct. So far, all that has been stated is Rock Auto is right because Rock Auto says it is right. I've admitted I could be wrong, but nothing I've found has provided me with evidence that I am. I think that this request would be easy since they would have to have some parts list for all the cars they sell for, so I never intended this to escalate. At this point, I HAVE to pay for shipping in order to get my money back for the wrong part since the warranty is only good through 4/7.I just want to warn the public and the Revdex.com that this is a terrible company with which to work, and I chose them because they claim to have good customer service and are rated highly with the Revdex.com. All I want is my money back and to be able to walk away
Regards,
*** ***
As
our Policies page
explains, like other retailers of branded products, RockAuto does not
offer any product warranty of our own--we honor the warranty provided
by the manufacturer of the productManufactures' warranties
offer only replacement of the defective part with another part: no
cash
refunds and no reimbursement of labor costs, shipping costs or
other expensesThis part was purchased in November and the
customer reported a problem in late January 2015, so we offered to
help him through the part-for-part warranty replacementNo refund
will be issued for the part
Mr [redacted] ordered brake calipers for a BMW 325iIn our catalog, we offer two types of front calipers for this car, based on the different original suppliers that BMW used on that model - ATE and GirlingHe bought calipers meant to replace Girling calipers, but when he spoke to our representative he told us that his originals were made by ATEWe are accepting a return of the part that turned out to be wrong for the vehicle, and will refund him the cost of the part once we receive the return
Like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product. As our Policies page explains, warranties offer only replacement of the defective part with another part: no cash refunds and... no reimbursement of labor costs, shipping costs or other expenses. We have a 30 day return policy, so we cover shipping charges on products that fail in this time frame and allow a return for refund rather than the usual part-for-part replacement. Since this customer's pump failed within 30 days of purchase, we offered a prepaid return label to send the part back for either reshipment of the same part or a full refund on the order. The manufacturer does not consider labor claims, so no labor costs will be refunded. The customer can use the return instructions we emailed him to return the part for a full refund or contact our customer service department before sending the part back if he prefers a reshipment.
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.I asked the company to send me another picture of the part they stated was 'cut.' In the picture they sent me, the flash was on and I am unable to see the wire the is cutI see there is a bend in the wire, however not the wire physically cutAll I asked for was another picture that did not have the flash so I could see the wire they were speaking ofThey only sent back the one picture and that was itThey did not want to deal with me by contacting someone to take another pictureThis is horrible customer service [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
When customers place orders through our website, we send them itemized order confirmations within minutes of the order being placed which show the parts ordered alongside their pricesThis customer's order confirmation (see attachment) shows that he did not order and was not charged for a right/passenger's side headlamp assemblyThere was not a “glitch” in this process - he only ordered and was charged for one left/driver's side headlamp assembly: part number GM The customer is welcome to purchase the part he needs by placing a new order through the websiteAs our Policies page explains, everything we sell is returnable for full part cost credit within days Shipping charges are not refundable unless the return is due to our mistake Since no mistake was made on our part (we shipped and charged for exactly what the customer ordered), he is welcome to return any parts he doesn't want for a refund of the parts' costShipping costs are his responsibilityWe have emailed him the return instructions he has requested for return
Our FAQ page reminds customers to read listings carefully to ensure parts match their application. This customer has a Quattro model, but ordered Ultrapower part #UF290 for a Base model as our listing specifies [redacted] ). Our... Policies page explains that we do accept returns within 30 days but shipping charges are not refundable unless the return is due to our mistake. Since this was the customer's error, he is welcome to return the part for a refund of the part cost, but no shipping charges will be refunded.
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have uploaded the picture from first shipment and second shipment of the product from Rockauto Also the new brake I bought from a different vendor of the same productyou will see a difference between a brand new brake pad and used one Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the
business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I have not yet had the opportunity to remove the defective part from my vehicle and return it, however, Rock Auto has provided me with return information and says they will provide a refund once they receive the part. I appreciate their willingness to work with me to this resolution, but unfortunate that I had to file a complaint with the Revdex.com to get this response. Though I have not yet received the refund, I will take the business at its word that it is going to pay, and I do accept Rock Auto's response
Regards,
*** ***
After clarifying with the carrier, we
determined that there is a possibility this was re-boxed in transit
to the customer or in return transit to our warehouseSince this
possibility exists, we are refunding the customer for the part cost
minus the cost of the return label, as the customer
requested
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This response is totally incorrect. No dimensions were given in the description of the radiator, only the gm part number indicating it was for my truckThe radiator was inserted into the mount and then it was determined to be too short. No fluids were run through it which could be seen if one would look into the orfices. The radiator was originally shipped to me with all openings plugged or covered. I attempted to return it in the same manner. Having lost the plastic cover for one output I used another piece of plastic to cover it. The Rock Auto manager erroneously assumed it was to prevent fluid from escaping. The slight amount of liquid seen in one photo was on the outside of the hose outlet and was from residual fluid on the hose used in the "fit check" of the radiator. It was NOT on the inside. I repeat NO fluids were run through the radiator. It was in NEW condition when returned. The suppliers reluctance to accept a return is baffling to me.
Regards,
*** ***
As
our online
tutorial on our FAQ page explains, customers using our site
search parts under their vehicle's year, make, model, and engine
size, then select parts based on the descriptions in our listings to
ensure proper fitmentThis customer disregarded the detail in our
part listing which
specifies that this fuel pump is for vehicles with
“Engine VIN J.” The customer is unwilling to look
at his VIN information, so we can accept his return within days
but, as our Policies
page explains, shipping charges are not refundable unless the return
is due to our mistake
This customer ordered two power window
motors without threads, as shown in our part listingWe shipped what
was ordered, but two weeks after ordering he let us know he required
motors with threads and wanted to return what he orderedAs our Help
page explains, every part we sell may be
returned within days
for a refund of the part priceTo receive credit, a returned part
must be complete and in its original, unmarked manufacturer's
packagingSince the customer threw away the manufacturer's part
boxes , these parts can not be returned
We apologize for the incorrect
information about this orderWe no longer have this part number
available for replacementWe sent return instructions to the
customer, who is returning the part for a refund as he requested
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I definitely can not accept this response because the part and the package had the right part number markings, but was NOT made to the specsIf we would be talking about wrong part number shipped or damaged item - I would definitely accept this 30-day reasoning.But we are talking about the parts being marked with the right part number, but not being made to the dimensions.In the response received from Rockauto customer service directly they went as far as claiming that it's MY DUTY to check that the part fits my car and I have to do it within daysSo, in their opinion it's MY duty to check not only that this is the right p/n (which their catalog claims to fit my car) but that the part they are shipping actually fits / meets my car requirementsWell, I believe that it should be the other way around - THEY as 'professionals' should take the responsibility for what THEY are selling to the general public. I just wonder - what would be next they'll come up with - that I, as a consumer should check that the parts they are selling are made of the proper grade of steel? And that it's my responsibility to do so within days?In my view we are dealing with a typical case of breach of trust - they shipped a lemon, a part that could not possibly be used for the make and model it was specified in their invoice and now are trying to sneak away using any pretend possible.Besides, I didn't hear anything about their customer service ignoring my e-mails and requests to hear from their supervisorOr is it the way they think 'better business' looks like now?In addition, I see quite number of complaints about recent experience with RockAuto.In my opinion this is exactly the case where Revdex.com can show that the interests of general public have to be respected and protected from a greedy company with sticky hands
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
One
of the hubs that Mr*** returned was received in just the
manufacturer's part box, which was damaged and had multiple shipping
labels on itBecause we can't resell parts in damaged packaging, we
caution in our return policy and in the return instructions that we provided him that returns
sent in just the
manufacturer's packaging may not be refundable if the original box is
damaged in shippingUnfortunately, that is what happened in this case
and because we won't be receiving credit from our supplier for this
part, we are not able to issue a refund to Mr***
The
timing belt component kit the customer ordered -part number ***-
does not include a water pumpThe part was listed in the section
noted as 'Without Water Pump' in our catalog (see attached screen
shot), and the image of the kit does not show a water pumpThe
description of the part
also does not say the pump is includedOur
website shows the following description:
Includes:
Timing Belt, Camshaft Belt Tensioner with In Arm Actuator, Camshaft
Belt Idlers; Water Pump Driven by Timing BeltWe're
sorry if the customer misunderstood the listing, but we use the
semi-colon as a grammatical notation that indicates a
separation between two independent clauses without using a
conjunctionThe semi-colon
following “belt idlers” indicates the end of the list of items
included'Water Pump Driven by Timing Belt' is a description of how
the timing system in the vehicle functionsEven if the customer was
confused about punctuation, the part photo showing no water pump and
the part being listed under “Without Water Pump” clearly
communicates that a pump would not be sent with this kit.The
kit can be returned for a refund of the part cost, or he can purchase
a water pump separately if he needs oneSince we shipped him what we
advertised and what he ordered, no shipping costs will be refunded
The customer will not be sent a water pump at no chargeWe have
emailed the customer return instructions to complete the return if he
chooses to send it back
Mr*** 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*** 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I once again request any form of proof that Rock Auto is correct. So far, all that has been stated is Rock Auto is right because Rock Auto says it is right. I've admitted I could be wrong, but nothing I've found has provided me with evidence that I am. I think that this request would be easy since they would have to have some parts list for all the cars they sell for, so I never intended this to escalate. At this point, I HAVE to pay for shipping in order to get my money back for the wrong part since the warranty is only good through 4/7.I just want to warn the public and the Revdex.com that this is a terrible company with which to work, and I chose them because they claim to have good customer service and are rated highly with the Revdex.com. All I want is my money back and to be able to walk away
Regards,
*** ***
As
our Policies page
explains, like other retailers of branded products, RockAuto does not
offer any product warranty of our own--we honor the warranty provided
by the manufacturer of the productManufactures' warranties
offer only replacement of the defective part with another part: no
cash
refunds and no reimbursement of labor costs, shipping costs or
other expensesThis part was purchased in November and the
customer reported a problem in late January 2015, so we offered to
help him through the part-for-part warranty replacementNo refund
will be issued for the part