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
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
On the order confirmation we sent to the customer (see attachment),
we stated: PLEASE UNWRAP AND INSPECT ALL PARTS FOR DAMAGE
BEFORE SIGNING for truck freight shipmentsIt is
difficult to obtain compensation for damage after you have accepted
the shipmentAs the customer explains, he signed
for the
shipment without unwrapping and inspecting for damage
When he reported damage after signing, we assisted him with a
concealed damage claim with the carrier and let him know it can take
several weeks for the carrier to reach a resolutionWe received all
necessary information (repair estimate, photos of damage) from the
customer on 9/3/We refunded him on 11/26/when the claims
process was complete in the amount the carrier awarded for the claim
($162.60)Considering the customer did not follow the instructions
we sent, no additional refund or exchange will be provided beyond
what the carrier refunded
We're glad this customer decided not to
file a dispute and that we reached a resolution after this complaint
was filed, but apologize this wasn't resolved more quicklyHe
ordered a wiper blade that didn't fitWe verified that our catalog
listing is correct for this vehicle application, so
we're not sure
why it won't work for the customerWe resolved this with the
customer by providing a full refund for the part
This
customer purchased two mirrors that fit several Volkswagen and Audi
modelsOur listings specify dimensions and shape for both mirrors
along with photos of the products so customers can match their
original mirrors against the part listingsPhotos of
both mirrors show the mirrors'
profilesAs our FAQ page explains
(***), the part
description lists fitment details that should be checked prior to
purchaseSometimes a single vehicle uses multiple versions of a
part, and sometimes different versions of a vehicle require different
parts
First the customer told us the size was
wrongWhen we asked the size of the original mirrors for comparison,
the customer did not answer our question so we're still not sure what
size she needs and receivedHowever, we apologize for not properly
addressing the shape differenceDue to this oversight we have
refunded the customer for all shipping costs for the mirrors as
requested
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
When this customer placed his order, we emailed him an order
confirmation which said “PLEASE UNWRAP AND INSPECT ALL
PARTS FOR DAMAGE BEFORE SIGNING for truck freight shipmentsIt
is difficult to obtain compensation for damage after you have
accepted the shipment and any damage claims filed
more than days
after delivery automatically are denied by the carrier.”
The customer signed for the part without inspecting it, then
contacted us days after delivery to report damageNo refund will
be issued for this order
[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,
*** ***
There was only one " Delay beyond our control" which was on Wednesday, why was nothing communicated during the whole day on ThursdayIt should be posted if there was another delay, and it only showed departed in transit
This
customer has a sedanOur listing for the wheel he ordered specifies
it is for a hatchback, so he ordered the wrong part for his vehicle
and attempted installationAs our Policies
page explains,
we accept uninstalled returns within daysSince he requested a
return for a partially
installed part days after ordering, the
return will not be accepted
The
customer ordered November 8th
The USPS tracking information (***) we emailed to
the customer the day of shipment confirms the stabilizer link was
delivered to the customer days later on November 11th
(over weeks before Thanksgiving and over a month before Christmas,
if these are the holidays the customer is referring to)We're not
sure why the customer waited a month and a half (days) after
tracking showed delivery to tell us that he didn't have this part
The postal service reports delivery and the customer did not report a
problem within our stated day return policy, so our
representatives explained no refund or reshipment will be issued
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
productAs 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
expensesWe have a 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 replacementSince
this customer's pump failed within 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 orderThe manufacturer does
not consider labor claims, so no labor costs will be refundedThe
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
In July 2013, this customer purchased a
part from usIn December that part failedAs our Warranties
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 product
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
Since the customer had an extenuating
circumstance, we offered to make a one-time exception as a return for
a refund of the part cost in the form of store creditHe accepted
this offer, returned the part, and on 12/18/we issued him a store
credit code along with clear indication of its expiration date
exactly one year from the date of issue (12/18/14)In June the
customer requested that we allow him to use the store credit code
that had expired nearly months previouslyWe explained that since
the code's expiration date was clearly indicated upon issue and he
chose not to use it before its expiration, no further exception to
the already-provided warranty exception would be provided
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
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. The company just plainly sent me an item I did not order, periodThey say the blame is not their faultIf I wanted the part they sent me I would have ordered that partAll well that ends wellI had also started a complaint with Paypal at the same time I started this complaint with you (Revdex.com) and paypal has already finalized my complaint with a full refund PLUS return shipping cost refunded to meRockauto is not to be trusted and I will never do business with them again
Regards,
*** ***
Our
policies
page
explains the parts we sell are returnable for part cost credit within
daysThis customer purchased a part for $that cost $
to shipHe received the part he orderedWhen he set up his return
online he chose to purchase a return label for $We
explained
during the online return process that we would deduct this cost from
his refundFedEx tracking was unclear about showing delivery, but we
located the return and the customer's PayPal account was refunded for
the part cost minus the cost of his return label as promised
After
8/4/when we discussed the first fuel pump, we have no records of
this customer contacting us via email or phoneWe list both our
email and phone contact information on our About
Us page
so we're not sure why the customer didn't try contacting us via phone
if he was not receiving
email responses
As
our Policies page
states, 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 productWarranties offer only replacement
of the defective part with another part, so no refund will be issued
If the second pump has failed, he can use the return instructions
we've emailed to [email protected]
to return the part for a reshipment of the same part under the
manufacturer's warranty
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 apologize for the confusion on this orderAfter investigating
this further, we found that we had a catalog error that has since
been updatedWe have emailed the customer return instructions and a
prepaid FedEx labelAs the customer requested, we will refund him
for the cost of the rotors
and the original shipping cost he paid for
the rotors within 1-business days of when the return tracking shows
delivery to our warehouse
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
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
On the order confirmation we sent to the customer (see attachment),
we stated: PLEASE UNWRAP AND INSPECT ALL PARTS FOR DAMAGE
BEFORE SIGNING for truck freight shipmentsIt is
difficult to obtain compensation for damage after you have accepted
the shipmentAs the customer explains, he signed
for the
shipment without unwrapping and inspecting for damage
When he reported damage after signing, we assisted him with a
concealed damage claim with the carrier and let him know it can take
several weeks for the carrier to reach a resolutionWe received all
necessary information (repair estimate, photos of damage) from the
customer on 9/3/We refunded him on 11/26/when the claims
process was complete in the amount the carrier awarded for the claim
($162.60)Considering the customer did not follow the instructions
we sent, no additional refund or exchange will be provided beyond
what the carrier refunded
We're glad this customer decided not to
file a dispute and that we reached a resolution after this complaint
was filed, but apologize this wasn't resolved more quicklyHe
ordered a wiper blade that didn't fitWe verified that our catalog
listing is correct for this vehicle application, so
we're not sure
why it won't work for the customerWe resolved this with the
customer by providing a full refund for the part
This
customer purchased two mirrors that fit several Volkswagen and Audi
modelsOur listings specify dimensions and shape for both mirrors
along with photos of the products so customers can match their
original mirrors against the part listingsPhotos of
both mirrors show the mirrors'
profilesAs our FAQ page explains
(***), the part
description lists fitment details that should be checked prior to
purchaseSometimes a single vehicle uses multiple versions of a
part, and sometimes different versions of a vehicle require different
parts
First the customer told us the size was
wrongWhen we asked the size of the original mirrors for comparison,
the customer did not answer our question so we're still not sure what
size she needs and receivedHowever, we apologize for not properly
addressing the shape differenceDue to this oversight we have
refunded the customer for all shipping costs for the mirrors as
requested
We apologize for
the missing partsThe four missing seals are being shipped to the
customer at no cost, as he requested
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
When this customer placed his order, we emailed him an order
confirmation which said “PLEASE UNWRAP AND INSPECT ALL
PARTS FOR DAMAGE BEFORE SIGNING for truck freight shipmentsIt
is difficult to obtain compensation for damage after you have
accepted the shipment and any damage claims filed
more than days
after delivery automatically are denied by the carrier.”
The customer signed for the part without inspecting it, then
contacted us days after delivery to report damageNo refund will
be issued for this order
[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,
*** ***
There was only one " Delay beyond our control" which was on Wednesday, why was nothing communicated during the whole day on ThursdayIt should be posted if there was another delay, and it only showed departed in transit
This
customer has a sedanOur listing for the wheel he ordered specifies
it is for a hatchback, so he ordered the wrong part for his vehicle
and attempted installationAs our Policies
page explains,
we accept uninstalled returns within daysSince he requested a
return for a partially
installed part days after ordering, the
return will not be accepted
The
customer ordered November 8th
The USPS tracking information (***) we emailed to
the customer the day of shipment confirms the stabilizer link was
delivered to the customer days later on November 11th
(over weeks before Thanksgiving and over a month before Christmas,
if these are the holidays the customer is referring to)We're not
sure why the customer waited a month and a half (days) after
tracking showed delivery to tell us that he didn't have this part
The postal service reports delivery and the customer did not report a
problem within our stated day return policy, so our
representatives explained no refund or reshipment will be issued
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
productAs 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
expensesWe have a 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 replacementSince
this customer's pump failed within 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 orderThe manufacturer does
not consider labor claims, so no labor costs will be refundedThe
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
In July 2013, this customer purchased a
part from usIn December that part failedAs our Warranties
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 product
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
Since the customer had an extenuating
circumstance, we offered to make a one-time exception as a return for
a refund of the part cost in the form of store creditHe accepted
this offer, returned the part, and on 12/18/we issued him a store
credit code along with clear indication of its expiration date
exactly one year from the date of issue (12/18/14)In June the
customer requested that we allow him to use the store credit code
that had expired nearly months previouslyWe explained that since
the code's expiration date was clearly indicated upon issue and he
chose not to use it before its expiration, no further exception to
the already-provided warranty exception would be provided
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
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. The company just plainly sent me an item I did not order, periodThey say the blame is not their faultIf I wanted the part they sent me I would have ordered that partAll well that ends wellI had also started a complaint with Paypal at the same time I started this complaint with you (Revdex.com) and paypal has already finalized my complaint with a full refund PLUS return shipping cost refunded to meRockauto is not to be trusted and I will never do business with them again
Regards,
*** ***
Our
policies
page
explains the parts we sell are returnable for part cost credit within
daysThis customer purchased a part for $that cost $
to shipHe received the part he orderedWhen he set up his return
online he chose to purchase a return label for $We
explained
during the online return process that we would deduct this cost from
his refundFedEx tracking was unclear about showing delivery, but we
located the return and the customer's PayPal account was refunded for
the part cost minus the cost of his return label as promised
After
8/4/when we discussed the first fuel pump, we have no records of
this customer contacting us via email or phoneWe list both our
email and phone contact information on our About
Us page
so we're not sure why the customer didn't try contacting us via phone
if he was not receiving
email responses
As
our Policies page
states, 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 productWarranties offer only replacement
of the defective part with another part, so no refund will be issued
If the second pump has failed, he can use the return instructions
we've emailed to [email protected]
to return the part for a reshipment of the same part under the
manufacturer's warranty
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
I received your email re Revdex.com cannot request punitive damagesDuly noted; please proceed with my complaint
*** ***
We apologize for the confusion on this orderAfter investigating
this further, we found that we had a catalog error that has since
been updatedWe have emailed the customer return instructions and a
prepaid FedEx labelAs the customer requested, we will refund him
for the cost of the rotors
and the original shipping cost he paid for
the rotors within 1-business days of when the return tracking shows
delivery to our warehouse