As
our Help
page explains, to receive credit, a returned part must be
complete and in its original, unmarked manufacturer's packagingWe
also remind customers of this in the return instructions we provide
All radiators we send from this location are shipped in
the packaging from Mopar and
have a unique code on them to identify
the part, but the customer returned the part in a different box so
the part could not be confirmedIn fact, the customer told our
representatives that he returned the part in a different box than it
came in and that he threw away the original part boxSince the
customer did not follow the proper return procedure, no refund could
be issuedWe did provide the option of re-ordering the same part so
he had an original manufacturer's box to return for credit on the
first order and have a working radiator, but he customer did not
accept this solutionThe radiator has been returned to the customer
When this customer reported a problem with his converter, we
explained that with the information he provided (that it was throwing
a code) 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 one
He said that he replaced the oxygen sensors and the converterWe
reminded him that if it wasn't the converter that failed but was
something else in the vehicle that caused the problems with the
converter, he would not be refunded for the returned partThe
customer returned the converter, and the manufacturer determined it
was not a faulty converter but rather that it had overheated from the
engineWe informed the customer that since the converter was not
faulty we could not refund for it and returned it to him at his
request
Parts can quickly or slowly
deteriorate with overheating, so it is likely the new converter will
eventually fail as well if nothing else was replacedThe customer
told us that he replaced the oxygen sensorsIf the replaced sensors
were responsible for the first converter's failure (a common
problem), then the new converter should function without problem with
new oxygen sensors installedSince the converter we sent the
customer was not a defective part, no 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
The
fact that the only reason I bought another one was that I believed that
I was going to be refundedThis makes no sense to me why I am not
getting a refund considering that after changing the Catalytic Converter
I have not had any problem with itIt has lasted twice as long as the first one and like I said I never had a problem with itThis
is one reason I try to stay away from shopping onlineIf this was any
other auto part store, I would have gotten a refund on it considering
that it was still under warranty, no questions askedFrom a companies
stand point it should be CUSTOMER SERVICE and doing whatever it is to take care of them
Especially the amount of money I have spent with themIn the end; the
way I look at it is that I ended up spending more money and the warranty
was useless even though the part was under warranty
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.Which would not have happened without Revdex.com involvement.Thank you,
*** ***
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.]With over years in the aftermarket auto parts business selling and interacting with most of the brand suppliers sold by Rock Auto Parts, returning warranty items to these companies is hassle freeYes, it was several months after the initial purchase that a warranty claim was initiated towards the "Limited Lifetime" policyI find it unacceptable that after purchasing a more expensive unit (water pump) from Rock Auto they reject a claim for $As for the headlight switch, it is not worth the expense to pursue a refundThis is a question of "customer service and satisfaction" over $So, let's review what transpired: Customer buys water pumpWater pump fails when engine assembled several months laterCustomer needs functional water pump for engine to operate correctlyCustomer buys another water pump from same company (understand defects do occur)Rock Auto refuses claim because customer bought a different brand (from Rock Auto).I cannot understand why this company alienates its customers over such a common transactionAs stated, I have spent thousands of dollars with Rock Auto with no complaintsWhen a problem did arise, they rejected a good customer over $18.48, makes no sense to me!
Regards,
*** ***
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.]Rock Auto claims that I received the reshipment within days...this is untrueThe reshipment went out on May 22nd and I received the parts on June 2ndClaiming to reship parts at their expense is no favor since it was their mistake to begin withAll I'm saying is the company should put forth a little effort to get the customer their parts quicker when they make these kind of mistakesI waited weeks total to get my partsThis is ridiculous
Regards,
*** ***
We're sorry about this
inventory issueWhen this customer placed his order, we thought we
could source the part he wanted from one location and charged him the
cost of shipping the part from that locationUnfortunately, the part
was out of stock but could be sourced from a new locationSince
the
cost of shipping the part from the updated location was more than
what the customer had paid we could not fulfill the order the
customer had placed at the shipping price he paidWe offered to ship the part
from where it was available for an updated shipping price or cancel
the orderThe customer chose to cancel the order and was never
chargedSince we canceled the order at the customer's request, if
the customer would still like this part he can place a new order
through the site
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
Our final checkout page asks customers
to allow one business day for our warehouses to process ordersThis
customer placed his order Wednesday evening and selected FedEx
Business Day Express as his shipping methodAt this time, our
website showed him that the expected delivery date (shown as
“You
should receive by” on our site) was Monday since Saturdays are not
considered business days for standard FedEx Express shipments and we
planned to ship the order ThursdayWe showed this same expected
delivery date on the final checkout page before he placed his order
The two parts he ordered shipped from
two locationsWe were able to ship one part early on Wednesday
evening and one item Thursday morning as plannedThe part shipped
Wednesday reached the customer a day early on FridayThe part
shipped Thursday was scheduled to be delivered business days from
the day of shipment on Monday as we communicated to the customer
Due to a declared Ice Storm Warning in
eastern Tennessee, FedEx has been unable to deliver the second
packageWe're sorry this customer's
order is delayedAs 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 aren't
eligible for a refund or credit under their money-back guarantee
policyWe shipped the customer's order on time and the delay is out
of RockAuto's or FedEx's control, so no refund will be issuedFedEx
is working hard to get shipments delivered as quickly as possible as
weather conditions allow
The part this customer purchased from us is listed for vehicles with
an original distributor ID number TD-80UThe customer's vehicle
requires a distributor that matches ID number TD-98U, so he ordered a
part for an application we did not advertise the part forIncluding
descriptions of
different parts from different manufacturers does not
change the fact that this customer did not order according to the
part description we offered in this listingWhile we can not speak
to the accuracy of competitors' data, we have confirmed the
information in our part listing is correctThe part is now damaged
and cannot be resold, even if it were returned to usSince we
shipped what the customer incorrectly ordered, this part can not be
returned for warranty refund or replacement
This customer purchased DNJ valve
lifters on 11/18/that are covered by DNJ's months / 12,
miles warrantyOn 2/17/2015, the customer contacted us requesting a
return of the installed lifters for a refundAs 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 productWarranties 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 offered to provide return
instructions for the failed lifters for reshipment of the same
product, as the manufacturer's warranty offersThe customer
indicated that he did not want replacement products but would only
accept a refund for his returnsWe're sorry he received several
defective parts., but we have explained multiple times that
reshipment is the only option the manufacturer offers under their
warrantyThe customer has unsuccessfully attempted to charge back
the funds via his credit card company and continues to request a
refund for these products
Should the customer wish to return the
failed lifters for replacement under warranty, he is welcome to
contact ***
before 11/18/so we can provide the return instructions necessary
for return and reshipmentNo refund will be issued for these
lifters, since neither our
day return policy nor the manufacturer's warranty offer this
option
This customer purchased an Airtex water
pump in May Nine months later (February 2015), he purchased an
ACDelco water pumpHe then asked to return the Airtex pump for a
refundSimilarly, in June the customer ordered a headlamp
switchHe contacted us months later (February 2015)
asking to
return it for a refund after replacing it locally
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 productIf you have a
problem with a part during the warranty period, please contact us and
we will arrange a return and replacement of the same partWarranties
offer only replacement of the defective part with another part: no
cash refunds and no reimbursement of labor costs, shipping costs or
other expenses
Both the Airtex pump and the switch are
still under the manufacturer's warranties, so the customer is welcome
to replace the parts with the same respective part numbersHe can
not replace one brand with another or return products for refund
under warrantySince the manufacturer's warranty does not cover
shipping costs, the customer is responsible for returning the parts
No refund will be issued for his Airtex pump or his headlamp switch
purchased 8-months agoWe accept returns within days, so if
he'd like he can return the ACDelco part under our day return
policy as long as it is uninstalledIf installed, it is not
returnable for refund
Unlike some companies, everyone at
RockAuto speaks for the company and has equal ability to make
decisionsAfter the customer had been told the same information by
several representatives (including multiple Supply Chain Managers),
additional contact presenting the same information was redundant and
unproductive so we decided further communication about this topic
wasn't necessary
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,
*** ***
Rock Auto has a part number cross over system that I used ...I had the factory DODGE part number () that was given to me by the parts manager at the Dodge dealershipI then typed in the part number that I got from Dodge and Rock Auto's cross over system crossed the part number to the AIRTEX / WELLS Part # ***and they are the parts that I received and they do not fitThere for there system is what crossed the part numbers, so why should I have to pay for shipping both ways when it isn't my fault they sent the wrong parts?
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
[As I described in my complaint the information on the website is misleadingHere I pasted it, copied from Rockauto website: "DAYCO Part # 95330KTiming Belt Kit without Seals Includes: Timing Belt, Camshaft Belt Tensioner, Camshaft Belt Idlers (Hydraulic Actuator not Included); Water Pump Driven by Timing Belt, Interference Engine " I understood from this description that water pump is includedThe response from Rockauto does not contain any recognition of the fact that this might be misleadingIt was my first time using their serviceAnd the last timeI never met in north America such a horrible customer service
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,
*** ***
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
expensesBy offering store credit upon return of the defective part,
we offered a one-time exception in an attempt to allow the customer
the option of replacing the pump locally and purchasing other parts
he may need
Since this offer was
declined, the customer can still replace the part under the regular
part-for-part replacement warrantyTo do so, he can use the return
instructions we emailed him(Alternatively, he can place a new order
for the SAME part number and brand, then set up a Defective return on
the NEW
order number using the Order
Status and Returns link and return the old part for a refund on
the new orderAlthough manufacturers' warranties do not cover
shipping costs, RockAuto will refund up to the cost of outbound
Ground shipping costs for the same part on the new order.) No
alternative 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
As I have spoken in my previous complaint, part replacement is not an option in my mind I paid a mechanic to diagnos and repair the vehicle because I would have expected a better quality part that did not fail within two weeks, after I took the time and labor to install it I do not need a spare fuel pump for the vehicle. I understand by the manufacturer, that warranty issues with their products need to handled by the distributer, in this case RockAuto; this is a stipulation by the maufacturer for RockAuto selling their product Any warranty defect product is returned to the distributor and then returned to the manufacturer for a credit to the distributor A refund to the customer, me, is a wash for the distributor At this point, my disappointment in RockAuto will discourage my use of them in any future transaction However if they would like to issue me a site credit, I can purchase other products and then dissolve my buisness with them
Regards,
*** ***
The
customer ordered an oxygen sensor we provide very specific fitment
details forWe also show a photo of the single wire sensor in the
part listingIf he needed a wire sensor, we're not sure why he
ordered a wire sensorAs our Help
page explains, shipping charges are not
refundable
unless the return is due to our mistake, and it is important to read
listings carefully to ensure they match your applicationWe accept
returns within days, so the customer is welcome to send this back
for a refund of the part costSince we made no mistake and the
customer did not match the details in the listing with his vehicle's
specifications, no shipping will be refunded
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
It was not just a matter of explaining the weather, *** was in fact very rude and condescending with the way he spoke to meI did talk to FedEx today and they explained to me the weather situation which made senseand they were pleasant to talk toI do however feel that Rock auto was very rude with the way they handled the situation and I would like to add a black mark on the customer service that I recieved.
Regards,
*** ***
As
our Help
page explains, to receive credit, a returned part must be
complete and in its original, unmarked manufacturer's packagingWe
also remind customers of this in the return instructions we provide
All radiators we send from this location are shipped in
the packaging from Mopar and
have a unique code on them to identify
the part, but the customer returned the part in a different box so
the part could not be confirmedIn fact, the customer told our
representatives that he returned the part in a different box than it
came in and that he threw away the original part boxSince the
customer did not follow the proper return procedure, no refund could
be issuedWe did provide the option of re-ordering the same part so
he had an original manufacturer's box to return for credit on the
first order and have a working radiator, but he customer did not
accept this solutionThe radiator has been returned to the customer
When this customer reported a problem with his converter, we
explained that with the information he provided (that it was throwing
a code) 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 one
He said that he replaced the oxygen sensors and the converterWe
reminded him that if it wasn't the converter that failed but was
something else in the vehicle that caused the problems with the
converter, he would not be refunded for the returned partThe
customer returned the converter, and the manufacturer determined it
was not a faulty converter but rather that it had overheated from the
engineWe informed the customer that since the converter was not
faulty we could not refund for it and returned it to him at his
request
Parts can quickly or slowly
deteriorate with overheating, so it is likely the new converter will
eventually fail as well if nothing else was replacedThe customer
told us that he replaced the oxygen sensorsIf the replaced sensors
were responsible for the first converter's failure (a common
problem), then the new converter should function without problem with
new oxygen sensors installedSince the converter we sent the
customer was not a defective part, no 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
The
fact that the only reason I bought another one was that I believed that
I was going to be refundedThis makes no sense to me why I am not
getting a refund considering that after changing the Catalytic Converter
I have not had any problem with itIt has lasted twice as long as the first one and like I said I never had a problem with itThis
is one reason I try to stay away from shopping onlineIf this was any
other auto part store, I would have gotten a refund on it considering
that it was still under warranty, no questions askedFrom a companies
stand point it should be CUSTOMER SERVICE and doing whatever it is to take care of them
Especially the amount of money I have spent with themIn the end; the
way I look at it is that I ended up spending more money and the warranty
was useless even though the part was under warranty
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.Which would not have happened without Revdex.com involvement.Thank you,
*** ***
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.]With over years in the aftermarket auto parts business selling and interacting with most of the brand suppliers sold by Rock Auto Parts, returning warranty items to these companies is hassle freeYes, it was several months after the initial purchase that a warranty claim was initiated towards the "Limited Lifetime" policyI find it unacceptable that after purchasing a more expensive unit (water pump) from Rock Auto they reject a claim for $As for the headlight switch, it is not worth the expense to pursue a refundThis is a question of "customer service and satisfaction" over $So, let's review what transpired: Customer buys water pumpWater pump fails when engine assembled several months laterCustomer needs functional water pump for engine to operate correctlyCustomer buys another water pump from same company (understand defects do occur)Rock Auto refuses claim because customer bought a different brand (from Rock Auto).I cannot understand why this company alienates its customers over such a common transactionAs stated, I have spent thousands of dollars with Rock Auto with no complaintsWhen a problem did arise, they rejected a good customer over $18.48, makes no sense to me!
Regards,
*** ***
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.]Rock Auto claims that I received the reshipment within days...this is untrueThe reshipment went out on May 22nd and I received the parts on June 2ndClaiming to reship parts at their expense is no favor since it was their mistake to begin withAll I'm saying is the company should put forth a little effort to get the customer their parts quicker when they make these kind of mistakesI waited weeks total to get my partsThis is ridiculous
Regards,
*** ***
We're sorry about this
inventory issueWhen this customer placed his order, we thought we
could source the part he wanted from one location and charged him the
cost of shipping the part from that locationUnfortunately, the part
was out of stock but could be sourced from a new locationSince
the
cost of shipping the part from the updated location was more than
what the customer had paid we could not fulfill the order the
customer had placed at the shipping price he paidWe offered to ship the part
from where it was available for an updated shipping price or cancel
the orderThe customer chose to cancel the order and was never
chargedSince we canceled the order at the customer's request, if
the customer would still like this part he can place a new order
through the site
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
Our final checkout page asks customers
to allow one business day for our warehouses to process ordersThis
customer placed his order Wednesday evening and selected FedEx
Business Day Express as his shipping methodAt this time, our
website showed him that the expected delivery date (shown as
“You
should receive by” on our site) was Monday since Saturdays are not
considered business days for standard FedEx Express shipments and we
planned to ship the order ThursdayWe showed this same expected
delivery date on the final checkout page before he placed his order
The two parts he ordered shipped from
two locationsWe were able to ship one part early on Wednesday
evening and one item Thursday morning as plannedThe part shipped
Wednesday reached the customer a day early on FridayThe part
shipped Thursday was scheduled to be delivered business days from
the day of shipment on Monday as we communicated to the customer
Due to a declared Ice Storm Warning in
eastern Tennessee, FedEx has been unable to deliver the second
packageWe're sorry this customer's
order is delayedAs 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 aren't
eligible for a refund or credit under their money-back guarantee
policyWe shipped the customer's order on time and the delay is out
of RockAuto's or FedEx's control, so no refund will be issuedFedEx
is working hard to get shipments delivered as quickly as possible as
weather conditions allow
The part this customer purchased from us is listed for vehicles with
an original distributor ID number TD-80UThe customer's vehicle
requires a distributor that matches ID number TD-98U, so he ordered a
part for an application we did not advertise the part forIncluding
descriptions of
different parts from different manufacturers does not
change the fact that this customer did not order according to the
part description we offered in this listingWhile we can not speak
to the accuracy of competitors' data, we have confirmed the
information in our part listing is correctThe part is now damaged
and cannot be resold, even if it were returned to usSince we
shipped what the customer incorrectly ordered, this part can not be
returned for warranty refund or replacement
This customer purchased DNJ valve
lifters on 11/18/that are covered by DNJ's months / 12,
miles warrantyOn 2/17/2015, the customer contacted us requesting a
return of the installed lifters for a refundAs 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 productWarranties 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 offered to provide return
instructions for the failed lifters for reshipment of the same
product, as the manufacturer's warranty offersThe customer
indicated that he did not want replacement products but would only
accept a refund for his returnsWe're sorry he received several
defective parts., but we have explained multiple times that
reshipment is the only option the manufacturer offers under their
warrantyThe customer has unsuccessfully attempted to charge back
the funds via his credit card company and continues to request a
refund for these products
Should the customer wish to return the
failed lifters for replacement under warranty, he is welcome to
contact ***
before 11/18/so we can provide the return instructions necessary
for return and reshipmentNo refund will be issued for these
lifters, since neither our
day return policy nor the manufacturer's warranty offer this
option
This customer purchased an Airtex water
pump in May Nine months later (February 2015), he purchased an
ACDelco water pumpHe then asked to return the Airtex pump for a
refundSimilarly, in June the customer ordered a headlamp
switchHe contacted us months later (February 2015)
asking to
return it for a refund after replacing it locally
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 productIf you have a
problem with a part during the warranty period, please contact us and
we will arrange a return and replacement of the same partWarranties
offer only replacement of the defective part with another part: no
cash refunds and no reimbursement of labor costs, shipping costs or
other expenses
Both the Airtex pump and the switch are
still under the manufacturer's warranties, so the customer is welcome
to replace the parts with the same respective part numbersHe can
not replace one brand with another or return products for refund
under warrantySince the manufacturer's warranty does not cover
shipping costs, the customer is responsible for returning the parts
No refund will be issued for his Airtex pump or his headlamp switch
purchased 8-months agoWe accept returns within days, so if
he'd like he can return the ACDelco part under our day return
policy as long as it is uninstalledIf installed, it is not
returnable for refund
Unlike some companies, everyone at
RockAuto speaks for the company and has equal ability to make
decisionsAfter the customer had been told the same information by
several representatives (including multiple Supply Chain Managers),
additional contact presenting the same information was redundant and
unproductive so we decided further communication about this topic
wasn't necessary
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,
*** ***
Rock Auto has a part number cross over system that I used ...I had the factory DODGE part number () that was given to me by the parts manager at the Dodge dealershipI then typed in the part number that I got from Dodge and Rock Auto's cross over system crossed the part number to the AIRTEX / WELLS Part # ***and they are the parts that I received and they do not fitThere for there system is what crossed the part numbers, so why should I have to pay for shipping both ways when it isn't my fault they sent the wrong parts?
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
[As I described in my complaint the information on the website is misleadingHere I pasted it, copied from Rockauto website: "DAYCO Part # 95330KTiming Belt Kit without Seals Includes: Timing Belt, Camshaft Belt Tensioner, Camshaft Belt Idlers (Hydraulic Actuator not Included); Water Pump Driven by Timing Belt, Interference Engine " I understood from this description that water pump is includedThe response from Rockauto does not contain any recognition of the fact that this might be misleadingIt was my first time using their serviceAnd the last timeI never met in north America such a horrible customer service
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,
*** ***
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
expensesBy offering store credit upon return of the defective part,
we offered a one-time exception in an attempt to allow the customer
the option of replacing the pump locally and purchasing other parts
he may need
Since this offer was
declined, the customer can still replace the part under the regular
part-for-part replacement warrantyTo do so, he can use the return
instructions we emailed him(Alternatively, he can place a new order
for the SAME part number and brand, then set up a Defective return on
the NEW
order number using the Order
Status and Returns link and return the old part for a refund on
the new orderAlthough manufacturers' warranties do not cover
shipping costs, RockAuto will refund up to the cost of outbound
Ground shipping costs for the same part on the new order.) No
alternative 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
As I have spoken in my previous complaint, part replacement is not an option in my mind I paid a mechanic to diagnos and repair the vehicle because I would have expected a better quality part that did not fail within two weeks, after I took the time and labor to install it I do not need a spare fuel pump for the vehicle. I understand by the manufacturer, that warranty issues with their products need to handled by the distributer, in this case RockAuto; this is a stipulation by the maufacturer for RockAuto selling their product Any warranty defect product is returned to the distributor and then returned to the manufacturer for a credit to the distributor A refund to the customer, me, is a wash for the distributor At this point, my disappointment in RockAuto will discourage my use of them in any future transaction However if they would like to issue me a site credit, I can purchase other products and then dissolve my buisness with them
Regards,
*** ***
The
customer ordered an oxygen sensor we provide very specific fitment
details forWe also show a photo of the single wire sensor in the
part listingIf he needed a wire sensor, we're not sure why he
ordered a wire sensorAs our Help
page explains, shipping charges are not
refundable
unless the return is due to our mistake, and it is important to read
listings carefully to ensure they match your applicationWe accept
returns within days, so the customer is welcome to send this back
for a refund of the part costSince we made no mistake and the
customer did not match the details in the listing with his vehicle's
specifications, no shipping will be refunded
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
It was not just a matter of explaining the weather, *** was in fact very rude and condescending with the way he spoke to meI did talk to FedEx today and they explained to me the weather situation which made senseand they were pleasant to talk toI do however feel that Rock auto was very rude with the way they handled the situation and I would like to add a black mark on the customer service that I recieved.
Regards,
*** ***