Our
policies
page
explains the parts we sell are returnable for part cost credit within
30 days. This customer purchased a part for $64.99 that cost $20.30
to ship. He received the part he ordered. When he set up his return
online he chose to purchase a return label for $20.30. We...
explained
during the online return process that we would deduct this cost from
his refund. FedEx 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.
Mr. [redacted] chose a flasher listed in our online catalog as a "3-Prong Type". The part he was replacing has 7 prongs, so he ordered incorrectly. We have successfully sold this part several times for Mazda Miatas. We will issue a refund once this part is returned, but as our Help page explains...
(http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]its funny how the customer service rep. I talk to on the phone told me to go to my local parts store and buy a cheap set of shock and remove the kyb I purchase from rock install those so I could use the truck which is needed everyday and send the kyb back for replacement shocks and they would also reimburse me for the pair I purchase from my local parts store now why was this said if they do not replace parts that have been installed hammm what's up with that, and I refused to do that yes I did find the parts at a local dealer for $96.00 and I even told rock I thought that was high and ask if they could find the parts at there local dealer for a better price and they refused and said we do not deal with dealership parts I did find the parts for less money and did email rock that price of $61.58 and got no response from rock I have tried to leave reviews on there site and no reviews have been posted it seems like they have cut off all communications with me and will not responde to any of my messages I have even sent rock pictures of the installed shock with the old mounting hardware installed just for the record at this point all I want is the hardware that is missing from the parts that I purchase I will not except O well I am sorry you are missing parts do the right thing and provide your customers with the parts they purchase I don't care where the parts come from I just want what I purchase. the rest of the $500.00 + dollar order I made with rock was good except for this issue. I would like to get this solved within a timely manner. please do what ever it takes to make this right.
Mr. [redacted] bought brake rotors, and later returned them. The warehouse that received the return found the rotors been installed, and finish of these rotors was chipped off. We mention in our return policy that we can't accept returns of parts that have been installed, and we let him know that we...
wouldn't be able to refund. He charged us back - which left us with rotors which we cannot resell, and without payment from him. If he would like do business with us again, we're happy to sell him more parts. But we think it is reasonable to first ask him to repay the amount that we lost due to his actions the last time we did business with him.
Well if my new evidence showing the website is still listing the part for an incorrect application is insufficient than yes I will gladly end communication and leave a negative review. Not sure what part about being sold for an incorrect application isn't clearAlso, when a unit that is supposed to be sealed from the elements is sold with a defect allowing water damage to the internal parts is overlooked. Clearly a business that doesnt deserve my money. They informed me earlier that they contacted the manufacturer and confirmed the part is the correct application for my vehicle, but when I contacted the manufacturer they informed me that it was a different voltage and would not work for my application, I doubt they honestly contacted the manufacturer as they suggested. I asked outside this communiction if they would provide me that correspondance but we're unwilling to shareDissapointing end result for poor customer service/business practicesRegards,[redacted] Mr. [redacted] rejected our offer, but presents no new information and our responses have already responded to all the same points. Mr. [redacted] ordered a part listed in our catalog for a vehicle with "7 volt glow plugs". Since his vehicle has 4.4 volt glow plugs, he ordered incorrectly. As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake. We contacted the manufacturer and their technicians confirmed that the glue separation will not affect the fit or function of the part and is not considered a defect. We have provided return instructions and will issue a refund once the part is returned.Mr. [redacted]'s vehicle is the "incorrect application" because he ordered incorrectly. His vehicle has 4.4 volt glow plugs, but he ordered a part specified in our online catalog for 7 volt plugs. If the part has not been installed, Mr. [redacted] is welcome to return it. We will issue a refund once the part is returned, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.Please remove this from the queue. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
On 8/12, Mr. [redacted] contacted us to request a return of parts he
ordered in May. Our representative declined his return. As our Help page
explains, parts may be returned within 30 days. We are sorry he did not
arrange his return sooner. We cannot grant his request to return his
parts.
On 6/17, Mr. [redacted] went to our Order Status & Returns page to report that the part he received did not fit. When asked if the part had been installed, he said "No, the part was not installed on my vehicle." We offered to have the part returned at his expense for a refund. He accepted our offer...
and returned the part.On 6/21, our warehouse reported that the part Mr. [redacted] returned had been installed. Our representative called Mr. [redacted] to report that we could not accept his return and offered to return his part for free. Mr. [redacted] said he had no use for the part, so our warehouse discarded it. He also told us that his mechanic knew the part would not fit, but chose to install it anyway. As our Help page notes, we will not accept returns of parts that have been installed unless they failed under warranty (http://www.rockauto.com/help/?page=4#Returns). We don't know why the oxygen sensor Mr. [redacted] ordered did not fit his vehicle despite the manufacturer saying it should (we've sold this part more than 100 times and no other customer has reported a problem with its fit). Had he not installed the part, we would have been happy to provide a refund or replacement.
After
8/4/14 when we discussed the first fuel pump, we have no records of
this customer contacting us via email or phone. We 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 product. Warranties 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.
I posted a comment on their facebook page about my issue. They responded argumentatively and then deleted the posts entirely because they must have realized it made them look bad. This was on 11/22 and 11/23.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
My original letter of complaint was very detailed and specific to time frame for refund of purchase. That's not the complaint nor issue. The issue is the warranty of the part which according to DENSO, has a 12 month guarantee from defect or return for replacement or refund. I have looked at several other auto part stores (ie..Advanced Auto, O'Reilly's and Auto Zone). All of these stores specifically have posted on their website-1 year warranty regarding the Oxygen Sensor. These are authorized dealers who stand by their word/product. RockAuto should not be an exception. They need to honor the warranty per DENSO Manufacturer. It is totally unethical for them not to do so.
Regards,
[redacted]
This customer ordered rotors that our
site specifies are for European market vehicles, but he does not have
a European market vehicle. Our Help
page explains what the flags in our catalog indicate. As our Help
page explains
(http://www.rockauto.com/lang/en/answersTab4.html#Returns),
every part...
we sell may be returned within 30 days for a refund of the
part price. Shipping charges are not refundable unless the return is
due to our mistake. Since we shipped what the customer ordered but
the customer ordered for a vehicle he does not have, he can return
these rotors but shipping is not refundable.
Mr. [redacted] placed his order on September 14, 2015 but didn't request a return until November 30, 2015 – over 2 months later. We accept returns within 30 days, as our Help page explains. Given the circumstances, we offered an exception to our policy to allow him to return his part for store credit...
with a restocking fee. Mr. [redacted] replied thanking us for our customer service and the exception. I have attached those emails to this reply. We do not have the part, and tracking does not show it in transit, but if his part is received, we will issue the store credit via email.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...
is satisfactory to me. I have resolved this issue with rock Auto and received a full refund. Thanks
Mr. [redacted] ordered a replacement thermostat with two 2-pin connectors, as specified in our online catalog. Since his vehicle has the second design thermostat with one connector, he ordered incorrectly.Mr. [redacted] set up a return on our Order Status & Returns page and we provided return...
instructions which directed him to put the part box in a shipping box. As our Help page explains (http://www.rockauto.com/help/?page=4#ARRRET), parts returned in just the manufacturer's packaging may not be refundable if the original box is defaced. Mr. [redacted] returned the part in the manufacturer's part box without a shipping box. The carrier removed the manfufacturer's labels and marred the box by applying their own shipping labels. As a result, this part was no longer in new, resellable condition. Mr. [redacted] did not provide payment information to have the part sent back to him, so we disposed of the part. No refund will be issued.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]"The customer's vehicle has a G80 Limited Slip differential carrier, which this kit was not listed for." This is a complete fabrication. Nowhere in the fitment catalog does it read will not fit G80. It makes no mention of G80, and the only reason you are now mentioning G80 is because I apprised you of it. G80 is simply a production or RPO code. The fitment page listed limited slip and did not specify that it was for a aftermarket only as part number USA14008 clearly does. I have attached a copy of the fitment page, and it's pretty obvious to see that any person that owned a 1980 Camaro with a limited slip would have ordered that part. There are four selections and only two mention limited slip. One clearly states for aftermarket and the other does not. HD or heavy duty is a generic term and anybody who sells auto parts should understand that. If a buy a HD 2.5 inch muffler clamp or a standard duty muffler clamp what does that mean? It simply means one may be thicker than the other but they'll both fit the muffler. I can go on and on about HD. A HD battery might be warrantied for 7 years while the standard duty may be warrantied for three years, but they'll both fit and start the car just fine.
Regards,
[redacted]
On 6/6, Mr. [redacted] went to our Order Status & Returns page to report that he received a damaged part. At the time, we had no more in stock, so we provided a prepaid FedEx return shipping label to return the part for a full refund. He has since returned the part and we issued his refund...
6/16.We currently stock more of the part he originally purchased, which he is welcome to order at any time.
We have already addressed this. Our original response said "If Mr. [redacted] shipped all four cores in one box, it seems that three of them were lost in transit. We would recommend filing a claim with the carrier."
This
customer ordered a radiator that was too short for his needs, despite
us listing the dimensions of the part on our website. As our Policies
page
explains, we accept uninstalled returns within 30 days but we
cannot issue return credit for parts which have been installed. When
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 returned. The
customer did not contact us to pay for shipping costs back to him
despite multiple requests, so the part was disposed of. No refund
will be issued for the installed part.
We apologize for the
trouble this customer has had getting two matching mirrors. As he
requested, we shipped the customer a matching mirror that was
delivered to the customer 01/02/15.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] The part was installed but the engine was not connected electronically since the plug did not match. Also the engine was never turned on. I do not think it is fair that originally they sent me a used part and that was OK for them but when I try to return a part that was technically never used and in better condition than the original part they sent me they refuse to accept it as a return.
Our
policies
page
explains the parts we sell are returnable for part cost credit within
30 days. This customer purchased a part for $64.99 that cost $20.30
to ship. He received the part he ordered. When he set up his return
online he chose to purchase a return label for $20.30. We...
explained
during the online return process that we would deduct this cost from
his refund. FedEx 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.
Mr. [redacted] chose a flasher listed in our online catalog as a "3-Prong Type". The part he was replacing has 7 prongs, so he ordered incorrectly. We have successfully sold this part several times for Mazda Miatas. We will issue a refund once this part is returned, but as our Help page explains...
(http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]its funny how the customer service rep. I talk to on the phone told me to go to my local parts store and buy a cheap set of shock and remove the kyb I purchase from rock install those so I could use the truck which is needed everyday and send the kyb back for replacement shocks and they would also reimburse me for the pair I purchase from my local parts store now why was this said if they do not replace parts that have been installed hammm what's up with that, and I refused to do that yes I did find the parts at a local dealer for $96.00 and I even told rock I thought that was high and ask if they could find the parts at there local dealer for a better price and they refused and said we do not deal with dealership parts I did find the parts for less money and did email rock that price of $61.58 and got no response from rock I have tried to leave reviews on there site and no reviews have been posted it seems like they have cut off all communications with me and will not responde to any of my messages I have even sent rock pictures of the installed shock with the old mounting hardware installed just for the record at this point all I want is the hardware that is missing from the parts that I purchase I will not except O well I am sorry you are missing parts do the right thing and provide your customers with the parts they purchase I don't care where the parts come from I just want what I purchase. the rest of the $500.00 + dollar order I made with rock was good except for this issue. I would like to get this solved within a timely manner. please do what ever it takes to make this right.
Mr. [redacted] bought brake rotors, and later returned them. The warehouse that received the return found the rotors been installed, and finish of these rotors was chipped off. We mention in our return policy that we can't accept returns of parts that have been installed, and we let him know that we...
wouldn't be able to refund. He charged us back - which left us with rotors which we cannot resell, and without payment from him. If he would like do business with us again, we're happy to sell him more parts. But we think it is reasonable to first ask him to repay the amount that we lost due to his actions the last time we did business with him.
Well if my new evidence showing the website is still listing the part for an incorrect application is insufficient than yes I will gladly end communication and leave a negative review. Not sure what part about being sold for an incorrect application isn't clearAlso, when a unit that is supposed to be sealed from the elements is sold with a defect allowing water damage to the internal parts is overlooked. Clearly a business that doesnt deserve my money. They informed me earlier that they contacted the manufacturer and confirmed the part is the correct application for my vehicle, but when I contacted the manufacturer they informed me that it was a different voltage and would not work for my application, I doubt they honestly contacted the manufacturer as they suggested. I asked outside this communiction if they would provide me that correspondance but we're unwilling to shareDissapointing end result for poor customer service/business practicesRegards,[redacted] Mr. [redacted] rejected our offer, but presents no new information and our responses have already responded to all the same points. Mr. [redacted] ordered a part listed in our catalog for a vehicle with "7 volt glow plugs". Since his vehicle has 4.4 volt glow plugs, he ordered incorrectly. As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake. We contacted the manufacturer and their technicians confirmed that the glue separation will not affect the fit or function of the part and is not considered a defect. We have provided return instructions and will issue a refund once the part is returned.Mr. [redacted]'s vehicle is the "incorrect application" because he ordered incorrectly. His vehicle has 4.4 volt glow plugs, but he ordered a part specified in our online catalog for 7 volt plugs. If the part has not been installed, Mr. [redacted] is welcome to return it. We will issue a refund once the part is returned, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.Please remove this from the queue. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
On 8/12, Mr. [redacted] contacted us to request a return of parts he
ordered in May. Our representative declined his return. As our Help page
explains, parts may be returned within 30 days. We are sorry he did not
arrange his return sooner. We cannot grant his request to return his
parts.
On 6/17, Mr. [redacted] went to our Order Status & Returns page to report that the part he received did not fit. When asked if the part had been installed, he said "No, the part was not installed on my vehicle." We offered to have the part returned at his expense for a refund. He accepted our offer...
and returned the part.On 6/21, our warehouse reported that the part Mr. [redacted] returned had been installed. Our representative called Mr. [redacted] to report that we could not accept his return and offered to return his part for free. Mr. [redacted] said he had no use for the part, so our warehouse discarded it. He also told us that his mechanic knew the part would not fit, but chose to install it anyway. As our Help page notes, we will not accept returns of parts that have been installed unless they failed under warranty (http://www.rockauto.com/help/?page=4#Returns). We don't know why the oxygen sensor Mr. [redacted] ordered did not fit his vehicle despite the manufacturer saying it should (we've sold this part more than 100 times and no other customer has reported a problem with its fit). Had he not installed the part, we would have been happy to provide a refund or replacement.
After
8/4/14 when we discussed the first fuel pump, we have no records of
this customer contacting us via email or phone. We 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 product. Warranties 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.
I posted a comment on their facebook page about my issue. They responded argumentatively and then deleted the posts entirely because they must have realized it made them look bad. This was on 11/22 and 11/23.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
My original letter of complaint was very detailed and specific to time frame for refund of purchase. That's not the complaint nor issue. The issue is the warranty of the part which according to DENSO, has a 12 month guarantee from defect or return for replacement or refund. I have looked at several other auto part stores (ie..Advanced Auto, O'Reilly's and Auto Zone). All of these stores specifically have posted on their website-1 year warranty regarding the Oxygen Sensor. These are authorized dealers who stand by their word/product. RockAuto should not be an exception. They need to honor the warranty per DENSO Manufacturer. It is totally unethical for them not to do so.
Regards,
[redacted]
This customer ordered rotors that our
site specifies are for European market vehicles, but he does not have
a European market vehicle. Our Help
page explains what the flags in our catalog indicate. As our Help
page explains
(http://www.rockauto.com/lang/en/answersTab4.html#Returns),
every part...
we sell may be returned within 30 days for a refund of the
part price. Shipping charges are not refundable unless the return is
due to our mistake. Since we shipped what the customer ordered but
the customer ordered for a vehicle he does not have, he can return
these rotors but shipping is not refundable.
Mr. [redacted] placed his order on September 14, 2015 but didn't request a return until November 30, 2015 – over 2 months later. We accept returns within 30 days, as our Help page explains. Given the circumstances, we offered an exception to our policy to allow him to return his part for store credit...
with a restocking fee. Mr. [redacted] replied thanking us for our customer service and the exception. I have attached those emails to this reply. We do not have the part, and tracking does not show it in transit, but if his part is received, we will issue the store credit via email.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...
is satisfactory to me. I have resolved this issue with rock Auto and received a full refund. Thanks
Mr. [redacted] ordered a replacement thermostat with two 2-pin connectors, as specified in our online catalog. Since his vehicle has the second design thermostat with one connector, he ordered incorrectly.Mr. [redacted] set up a return on our Order Status & Returns page and we provided return...
instructions which directed him to put the part box in a shipping box. As our Help page explains (http://www.rockauto.com/help/?page=4#ARRRET), parts returned in just the manufacturer's packaging may not be refundable if the original box is defaced. Mr. [redacted] returned the part in the manufacturer's part box without a shipping box. The carrier removed the manfufacturer's labels and marred the box by applying their own shipping labels. As a result, this part was no longer in new, resellable condition. Mr. [redacted] did not provide payment information to have the part sent back to him, so we disposed of the part. No refund will be issued.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]"The customer's vehicle has a G80 Limited Slip differential carrier, which this kit was not listed for." This is a complete fabrication. Nowhere in the fitment catalog does it read will not fit G80. It makes no mention of G80, and the only reason you are now mentioning G80 is because I apprised you of it. G80 is simply a production or RPO code. The fitment page listed limited slip and did not specify that it was for a aftermarket only as part number USA14008 clearly does. I have attached a copy of the fitment page, and it's pretty obvious to see that any person that owned a 1980 Camaro with a limited slip would have ordered that part. There are four selections and only two mention limited slip. One clearly states for aftermarket and the other does not. HD or heavy duty is a generic term and anybody who sells auto parts should understand that. If a buy a HD 2.5 inch muffler clamp or a standard duty muffler clamp what does that mean? It simply means one may be thicker than the other but they'll both fit the muffler. I can go on and on about HD. A HD battery might be warrantied for 7 years while the standard duty may be warrantied for three years, but they'll both fit and start the car just fine.
Regards,
[redacted]
On 6/6, Mr. [redacted] went to our Order Status & Returns page to report that he received a damaged part. At the time, we had no more in stock, so we provided a prepaid FedEx return shipping label to return the part for a full refund. He has since returned the part and we issued his refund...
6/16.We currently stock more of the part he originally purchased, which he is welcome to order at any time.
We have already addressed this. Our original response said "If Mr. [redacted] shipped all four cores in one box, it seems that three of them were lost in transit. We would recommend filing a claim with the carrier."
This
customer ordered a radiator that was too short for his needs, despite
us listing the dimensions of the part on our website. As our Policies
page
explains, we accept uninstalled returns within 30 days but we
cannot issue return credit for parts which have been installed. When
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 returned. The
customer did not contact us to pay for shipping costs back to him
despite multiple requests, so the part was disposed of. No refund
will be issued for the installed part.
We apologize for the
trouble this customer has had getting two matching mirrors. As he
requested, we shipped the customer a matching mirror that was
delivered to the customer 01/02/15.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] The part was installed but the engine was not connected electronically since the plug did not match. Also the engine was never turned on. I do not think it is fair that originally they sent me a used part and that was OK for them but when I try to return a part that was technically never used and in better condition than the original part they sent me they refuse to accept it as a return.