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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** The Saturn VUE Vhas a difficult PCM strategy for Osensor function related to the catalyst function detectionBosch Osensors will cause a catalyst warm up mode status codeThe only Osensors that work correctly are Delphi oem Osensors.So the statement that Bosch sensors can be used as a exact replacement for Delphi is not trueRock Auto seems to imply that Bosch...in reality...makes Delphi OsensorsThis statement is not true and Rock Auto should have to prove thisThe real problem is the web siteWhat is clearly listed shows Delphi sensors in the item descriptionAnd the item picture is clearly a Delphi sensorThe printed receipt shows I purchased Delphi sensorsThe baggie that the sensor came in has a (I suspect..) a non-official 'Delphi' sticker on itThe actual sensors are laser marked with a Bosch logo and part numberThese are *not* Delphi sensorsThese are not approved by Delphi to be sold as Delphi replacementsSo basically what we have is a bait-and-switchAdvertise Delphi sensors...send BoschUnrelated example, If these had been advertised on eBay as being Delphi, and I received BoschI could easily get my money back from eBay as being 'item different then item description.'Another unrelated example: It like buying tires online...you buy Michelins, come home from vacation and find GoodyearsYeah..their round, black, and hold airBut that is where the similarities endThey are not the same. I have attached pictures:#shows website listing for Delphi Osensor#shows picture of Delphi Osensor on web site in item description#My printed receipt show 'Delphi'#picture shows baggie with 'unofficial' Delphi sticker#pictures shows sensor laser etchingsReal Delphi sensor in frontRock Auto baggie Bosch sensor in back with Bosch logo
As our Help
page reminds customers, a signature is not required for most
shipmentsMost customers prefer this policy since it enables
delivery of needed parts during workday hoursIf customers wish to
require a signature upon delivery, they can contact the carrier
directly to make this
request or have the package held at a local
pickup facilityThis customer communicated that he believes it was
stolen after deliverySince we shipped the part he ordered and the
carrier provided the service he paid for (delivery), the customer
would need to address a matter of theft with local authorities or his
insurance companyIf he does not have home owner's/renter's
insurance, the local authorities would be the only course of action
Like most online retailers, RockAuto does not offer theft insurance
for the parts we sellNo refund or reshipment of the stolen part
will be provided
On Fri, Apr at 5:PM , *** *** *** wrote:Hi There,I had filed a complaint regarding the shipping charges and delivery of some parts I had orderedWe had paid for day express but yet the eta for the package arrivals was standard shippingWell today we
received all the parts we had ordered and in the time we had paid forSo we no longer need to dispute the charge for day express shipping because we received them in the time we were suppose toI am not sure why the tracking info and business showed and informed otherwise? I really appreciate your participation in the matter and am glad that the issue has been resolvedThank you for your time and if you need more details or have questions please let me know.Thank you,*** ***
The
customer ordered an Airtex/Wells part number *** by part number
(not by vehicle)He reported it did not fit his
Dodge ChargerWe're not sure why the customer ordered this part
number, but nowhere in our online catalog do we advertise this part
as fitting this vehicleAs our
Help
page explains, every part we sell may be returned within days
for a refund of the part price but shipping charges are not
refundable unless the return is due to our mistakeNo shipping
charges will be refunded, but the customer is welcome to return the
part for a refund of the part cost
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
The message posted on Revdex.com differs from correspondence
received via email (attached) where they discuss the possibility of labor and material reimbursements
through the manufacturerThe message on Revdex.com states no reimbursements are
allowedThe messages conflict each other and I am not willing to accept until
both messages are consistent to my satisfaction. Regards,
*** ***
This
customer ordered a radiator that was too short for his needs, despite
us listing the dimensions of the part on our websiteAs our Policies
page
explains, we accept uninstalled returns within days but we
cannot issue return credit for parts which have been installedWhen
the radiator
was inspected upon return it was clear it had been
installed and that fluid had run through it (see attached photos
showing the part with fluid on it and the plastic that the customer
put on the part so the fluid would not get on the box)We offered to
either ship the part back to the customer at his expense or dispose
of it since it was not able to be resold as it was returnedThe
customer did not contact us to pay for shipping costs back to him
despite multiple requests, so the part was disposed ofNo refund
will be issued for the installed part
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
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
We're sorry this customer got the wrong
partWe corrected the catalog, provided him with a prepaid shipping
label to return the part, and refunded him in full including all
shipping costs
He is welcome to purchase the part he
needs onlineHe is responsible for shipping costs on a new
order
Ground shipments usually arrive in 1-business days, or he can
choose a expedited shipping method if he needs the part quickly
He ordered the evening of New Year's
Eve (Wednesday) with business day express shippingDue to the
national holiday (New Year's Day) Thursday, his order shipped Friday
as our site told him it would when he checked out onlineWeekends
are not considered business daysIt was delivered Tuesday,
business days from the day of shipment, as our site told him it would
when he placed his order
This customer set up
a return onlineHe chose to generate an optional return label
through our siteWe informed him the cost of the label would be
deducted from his returnBy clicking “Yes” instead of "No" he agreed to have
this cost deducted from his refund (see example image below of
what
the customer saw when setting up his return)
After returning the
part using the label he purchased, he contacted us about shipping
costsWe asked a few questions (such as the part number off the part
and the part box, as well as a physical description of what he
received) to determine what may have caused the fitment difference
The customer did not provide this information despite
multiple requests, so we can't investigate the cause of the fitment
differenceSince the customer agreed to the cost of the return label
and would not provide requested information about his return, we
refunded him for the cost of the part in accordance with our
return policyNo further refund will be issued
It still remains unclear why these
strut mounts did not fit this customer's vehicleBoth manufactures
confirmed the information in our online catalog is correct, yet the
customer reports these did not fit his vehicleSince we shipped what
the customer ordered but they will not work for the
customer, we
think the his solution of covering the return shipping costs is
reasonable considering neither party seems to be at faultAs the
customer requested, we have refunded his original payment method the
additional $for return shipping costs
We're sorry this customer received a misboxed alternatorSince this part number was out of stock when we tried to reship it,
we provided a prepaid return label to return the part at our cost
The customer has been refunded in full for the wrong part
The customer may have misunderstood
when our representative explained
our repeated customer discount offerUnrelated to the misboxed part
on this order, our representative explained that repeat customer
discounts are sent out a few weeks after a new order is placedSince
this customer placed an order at the end of December, a
computer-generated discount code worth 5% off the merchandise value
of future orders was sent to the customer via the email address put on the order
Mr*** placed an order for a Standard Motor Products EGVthat was a Wholesaler Closeout itemUnfortunately it was not in stock, which we let him know as we found out from our warehouseHe canceled the part and has not been charged for it. The part is available from our regular
inventory at a higher price, but as we explain in our FAQ page that wholesaler closeout parts are limited to quantity on hand and cannot be replaced with regular inventory at the same price
This
customer ordered three parts: front shocks and rear shock, as our
site and his order confirmation showedHe mistakenly assumed the
single rear shock advertised on our site would be sold in pairs
despite there being no indication that it would be sold in pairsAs
our Help
page
explains, parts are priced individually, unless stated
otherwise in the listingAll shipments include a shipping cost, so
we explained that since we shipped him exactly what he ordered we
would not cover shipping costs on a new order for a part he
originally neglected to orderNo update to the part listing is
necessary, since the listing does not claim to include parts when a
quantity of is ordered and our Help page offers explicit
clarification that our parts are sold individuallyHe is welcome to
return his order within days of ordering if he'd like using the
return instructions he generatedAs our Help
page explains, shipping charges are
not refundable unless the return is due to our mistake
Since we shipped what was ordered no shipping costs will be covered
on the original order
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 ordered an Exedy clutch, which is what we shipped to
himHowever, the customer expressed concern when he saw the clutch
he received was a Valeo part in an Exedy box
As
we explain on our FAQ
page
“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 brandsAs 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).” If he wants to return this part
he is welcome to under our day return policy, but shipping costs
are his responsibility
This part was sourced from PA, who is a
listed authorized dealer of Exedy parts
We're sorry this customer received a
damaged bumper end twiceThe first time, we thought we could get the
customer an undamaged part so we provided a prepaid return label and
reshipped it at our costThe second time, since there seemed to be a
problem with the stock of that part that needed
review and we were
not confident we could reship a second time without the same issue,
we apologized and provided him with a prepaid shipping label for
return and a full refund on the orderThe customer can return the
damaged part for a full refund on the order using the label he has
been given
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
[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,
*** ***
Our
FAQ
page reminds customers to read listings carefully to ensure parts
match their applicationThis
customer has a Quattro model, but ordered Ultrapower part #UFfor
a Base model as our listing specifies
***)
Our
Policies
page explains that we do accept returns within 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
The
customer ordered parts for a Chevrolet Blazer and was shipped
what she orderedOur order confirmation reminds customers to “PLEASE
UNWRAP AND INSPECT ALL PARTS.”
The customer did not open the package to see if the correct parts
were sent or to check for damageInstead, she refused
the delivery
based on a label on the boxThe label was not an exhaustive list of
applications these parts would fit, and it is not uncommon for labels
to only list the most popular vehicles the parts fitThe parts cover
a range of vehicles including the customer's BlazerAs our
Policies
page explains, shipping charges are not refundable unless the
return is due to our mistakeSince these parts were cataloged and
shipped correctly but refused without being unwrapped and inspected
as we instruct, we refunded the customer for the cost of the parts
less the cost of return shippingNo further refund will be issued
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** The Saturn VUE Vhas a difficult PCM strategy for Osensor function related to the catalyst function detectionBosch Osensors will cause a catalyst warm up mode status codeThe only Osensors that work correctly are Delphi oem Osensors.So the statement that Bosch sensors can be used as a exact replacement for Delphi is not trueRock Auto seems to imply that Bosch...in reality...makes Delphi OsensorsThis statement is not true and Rock Auto should have to prove thisThe real problem is the web siteWhat is clearly listed shows Delphi sensors in the item descriptionAnd the item picture is clearly a Delphi sensorThe printed receipt shows I purchased Delphi sensorsThe baggie that the sensor came in has a (I suspect..) a non-official 'Delphi' sticker on itThe actual sensors are laser marked with a Bosch logo and part numberThese are *not* Delphi sensorsThese are not approved by Delphi to be sold as Delphi replacementsSo basically what we have is a bait-and-switchAdvertise Delphi sensors...send BoschUnrelated example, If these had been advertised on eBay as being Delphi, and I received BoschI could easily get my money back from eBay as being 'item different then item description.'Another unrelated example: It like buying tires online...you buy Michelins, come home from vacation and find GoodyearsYeah..their round, black, and hold airBut that is where the similarities endThey are not the same. I have attached pictures:#shows website listing for Delphi Osensor#shows picture of Delphi Osensor on web site in item description#My printed receipt show 'Delphi'#picture shows baggie with 'unofficial' Delphi sticker#pictures shows sensor laser etchingsReal Delphi sensor in frontRock Auto baggie Bosch sensor in back with Bosch logo
As our Help
page reminds customers, a signature is not required for most
shipmentsMost customers prefer this policy since it enables
delivery of needed parts during workday hoursIf customers wish to
require a signature upon delivery, they can contact the carrier
directly to make this
request or have the package held at a local
pickup facilityThis customer communicated that he believes it was
stolen after deliverySince we shipped the part he ordered and the
carrier provided the service he paid for (delivery), the customer
would need to address a matter of theft with local authorities or his
insurance companyIf he does not have home owner's/renter's
insurance, the local authorities would be the only course of action
Like most online retailers, RockAuto does not offer theft insurance
for the parts we sellNo refund or reshipment of the stolen part
will be provided
On Fri, Apr at 5:PM , *** *** *** wrote:Hi There,I had filed a complaint regarding the shipping charges and delivery of some parts I had orderedWe had paid for day express but yet the eta for the package arrivals was standard shippingWell today we
received all the parts we had ordered and in the time we had paid forSo we no longer need to dispute the charge for day express shipping because we received them in the time we were suppose toI am not sure why the tracking info and business showed and informed otherwise? I really appreciate your participation in the matter and am glad that the issue has been resolvedThank you for your time and if you need more details or have questions please let me know.Thank you,*** ***
The
customer ordered an Airtex/Wells part number *** by part number
(not by vehicle)He reported it did not fit his
Dodge ChargerWe're not sure why the customer ordered this part
number, but nowhere in our online catalog do we advertise this part
as fitting this vehicleAs our
Help
page explains, every part we sell may be returned within days
for a refund of the part price but shipping charges are not
refundable unless the return is due to our mistakeNo shipping
charges will be refunded, but the customer is welcome to return the
part for a refund of the part cost
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
The message posted on Revdex.com differs from correspondence
received via email (attached) where they discuss the possibility of labor and material reimbursements
through the manufacturerThe message on Revdex.com states no reimbursements are
allowedThe messages conflict each other and I am not willing to accept until
both messages are consistent to my satisfaction. Regards,
*** ***
This
customer ordered a radiator that was too short for his needs, despite
us listing the dimensions of the part on our websiteAs our Policies
page
explains, we accept uninstalled returns within days but we
cannot issue return credit for parts which have been installedWhen
the radiator
was inspected upon return it was clear it had been
installed and that fluid had run through it (see attached photos
showing the part with fluid on it and the plastic that the customer
put on the part so the fluid would not get on the box)We offered to
either ship the part back to the customer at his expense or dispose
of it since it was not able to be resold as it was returnedThe
customer did not contact us to pay for shipping costs back to him
despite multiple requests, so the part was disposed ofNo refund
will be issued for the installed part
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
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
We're sorry this customer got the wrong
partWe corrected the catalog, provided him with a prepaid shipping
label to return the part, and refunded him in full including all
shipping costs
He is welcome to purchase the part he
needs onlineHe is responsible for shipping costs on a new
order
Ground shipments usually arrive in 1-business days, or he can
choose a expedited shipping method if he needs the part quickly
He ordered the evening of New Year's
Eve (Wednesday) with business day express shippingDue to the
national holiday (New Year's Day) Thursday, his order shipped Friday
as our site told him it would when he checked out onlineWeekends
are not considered business daysIt was delivered Tuesday,
business days from the day of shipment, as our site told him it would
when he placed his order
This customer set up
a return onlineHe chose to generate an optional return label
through our siteWe informed him the cost of the label would be
deducted from his returnBy clicking “Yes” instead of "No" he agreed to have
this cost deducted from his refund (see example image below of
what
the customer saw when setting up his return)
After returning the
part using the label he purchased, he contacted us about shipping
costsWe asked a few questions (such as the part number off the part
and the part box, as well as a physical description of what he
received) to determine what may have caused the fitment difference
The customer did not provide this information despite
multiple requests, so we can't investigate the cause of the fitment
differenceSince the customer agreed to the cost of the return label
and would not provide requested information about his return, we
refunded him for the cost of the part in accordance with our
return policyNo further refund will be issued
It still remains unclear why these
strut mounts did not fit this customer's vehicleBoth manufactures
confirmed the information in our online catalog is correct, yet the
customer reports these did not fit his vehicleSince we shipped what
the customer ordered but they will not work for the
customer, we
think the his solution of covering the return shipping costs is
reasonable considering neither party seems to be at faultAs the
customer requested, we have refunded his original payment method the
additional $for return shipping costs
We're sorry this customer received a misboxed alternatorSince this part number was out of stock when we tried to reship it,
we provided a prepaid return label to return the part at our cost
The customer has been refunded in full for the wrong part
The customer may have misunderstood
when our representative explained
our repeated customer discount offerUnrelated to the misboxed part
on this order, our representative explained that repeat customer
discounts are sent out a few weeks after a new order is placedSince
this customer placed an order at the end of December, a
computer-generated discount code worth 5% off the merchandise value
of future orders was sent to the customer via the email address put on the order
Mr*** placed an order for a Standard Motor Products EGVthat was a Wholesaler Closeout itemUnfortunately it was not in stock, which we let him know as we found out from our warehouseHe canceled the part and has not been charged for it. The part is available from our regular
inventory at a higher price, but as we explain in our FAQ page that wholesaler closeout parts are limited to quantity on hand and cannot be replaced with regular inventory at the same price
This
customer ordered three parts: front shocks and rear shock, as our
site and his order confirmation showedHe mistakenly assumed the
single rear shock advertised on our site would be sold in pairs
despite there being no indication that it would be sold in pairsAs
our Help
page
explains, parts are priced individually, unless stated
otherwise in the listingAll shipments include a shipping cost, so
we explained that since we shipped him exactly what he ordered we
would not cover shipping costs on a new order for a part he
originally neglected to orderNo update to the part listing is
necessary, since the listing does not claim to include parts when a
quantity of is ordered and our Help page offers explicit
clarification that our parts are sold individuallyHe is welcome to
return his order within days of ordering if he'd like using the
return instructions he generatedAs our Help
page explains, shipping charges are
not refundable unless the return is due to our mistake
Since we shipped what was ordered no shipping costs will be covered
on the original order
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 ordered an Exedy clutch, which is what we shipped to
himHowever, the customer expressed concern when he saw the clutch
he received was a Valeo part in an Exedy box
As
we explain on our FAQ
page
“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 brandsAs 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).” If he wants to return this part
he is welcome to under our day return policy, but shipping costs
are his responsibility
This part was sourced from PA, who is a
listed authorized dealer of Exedy parts
We're sorry this customer received a
damaged bumper end twiceThe first time, we thought we could get the
customer an undamaged part so we provided a prepaid return label and
reshipped it at our costThe second time, since there seemed to be a
problem with the stock of that part that needed
review and we were
not confident we could reship a second time without the same issue,
we apologized and provided him with a prepaid shipping label for
return and a full refund on the orderThe customer can return the
damaged part for a full refund on the order using the label he has
been given
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
[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,
*** ***
Our
FAQ
page reminds customers to read listings carefully to ensure parts
match their applicationThis
customer has a Quattro model, but ordered Ultrapower part #UFfor
a Base model as our listing specifies
***)
Our
Policies
page explains that we do accept returns within 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
The
customer ordered parts for a Chevrolet Blazer and was shipped
what she orderedOur order confirmation reminds customers to “PLEASE
UNWRAP AND INSPECT ALL PARTS.”
The customer did not open the package to see if the correct parts
were sent or to check for damageInstead, she refused
the delivery
based on a label on the boxThe label was not an exhaustive list of
applications these parts would fit, and it is not uncommon for labels
to only list the most popular vehicles the parts fitThe parts cover
a range of vehicles including the customer's BlazerAs our
Policies
page explains, shipping charges are not refundable unless the
return is due to our mistakeSince these parts were cataloged and
shipped correctly but refused without being unwrapped and inspected
as we instruct, we refunded the customer for the cost of the parts
less the cost of return shippingNo further refund will be issued