As
our Help
page
explains,
shipping charges are not refundable unless the return
is due to our mistake. If a part is not wanted, we don't mind taking
it back but we can't recover the shipping cost. This same page also
explains that manufacturers sometimes buy parts from other companies
to...
save the cost of tooling and/or to supplement inventory between
production runs. They sometimes sell the same parts under different
brands. As a retailer, we have no control over those decisions. If
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 warranty. If 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). No shipping costs will be refunded by RockAuto for
this order.
I already informed the business there was nothing wrong with my brake components, yet there claim is still my brake components are the problem. So they need to provide me a better response is ce they cannot really tell me if these rotors are defective.,
Mr. [redacted] rejected our response, but we have already explained that we are honoring the policies listed on our site. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of shipping costs or other expenses ([redacted] ).We are sorry that the tensioner in Mr. [redacted]'s timing belt component kit failed. Under warranty, we offer two options for replacement: Place a new order for the same part number and then return the defective part for a refund of the new order or send the defective part back in exchange for a replacement. Because kit that Mr. [redacted] ordered is out-of-stock, we explained that he could purchase one of the 15 other kits we offer for his vehicle and then return the kit containing the failed part for a refund to his MasterCard. He chose to replace the part locally so we provided instructions to return the kit for a store credit. We will issue a credit once the parts are returned. This store credit can be used for anything in our catalog and will be valid for one year from the date of issue.Please remove this complaint from our 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.
RockAuto has had a amp amount of time to review my dispute and to make any errors a correction. Unfortunately, RockAuto has displayed the same answer in which I initiated the complaint via Revdex.com. The problem being, the first part that I had ordered, Front Left Strut, appeared to be in great, new shape. After taking off my worn strut, and replacing with the 'New' strut, I assumed that I was correct in thinking that I had received a new, free of flaw, Front Left Strut. After driving the car I come to realize that the part that I had just installed was not new and was also not in working order, it appears to be even worse than my original strut. So, upon trying to obtain a simple resolution from RockAuto, RockAuto became rude, unfriendly, and after writing a Revdex.com, unwilling to solve the problem. Secondly, my stabilizer links that I had ordered were the wrong parts for my car. RockAuto claims that it showed different lengths and It was MY fault, when in fact, I captured the screen shot showing that ROCKAUTO stated in would fit my 2009 Chevrolet Malibu 2.4L LT. So, this is ROCKAUTO's fault, not mine. On top of all this grief that I had been dealing with, RockAuto insisted that If I wanted to return the parts based on their faults, I were to pay for the shipping to my house and the shipping back to them. Very unreasonable and unacceptable. So, these disputes are unresolved and were provided with a ridiculous answer that tried to appear like it was the customers fault for order wrong parts. I'm sorry RockAuto, next time someone orders from you I will have to inform them that they make sure they want a damaged product, and if a different product comes, make sure they have the money to pay for shipping both ways, leaving you, RockAuto, making money off this illegal action. Revdex.com, I fully thank you in your efforts to help obtain a resolution but I find it very disappointing that a company like this exists. My next step is to go to my friends at the media and display a story, warning others of the dangers, risks, and consequences for using RockAuto. Thank you!
Regards,
[redacted]
We are sorry if our representative was less than professional. As our Help page explains (http://www.rockauto.com/help/?page=2#COUNTYORIGIN), manufacturers may produce their parts in several countries and often our inventory includes the same part with the same part number, from two or more...
countries. We cannot know which part a customer will receive, so we cannot list the country of origin in our catalog. Manufacturers warrant that parts will fit and function the same, regardless of country of manufacture. Additionally, manufacturers sometimes make minor changes without changing the part number so the part may look slightly different than the picture in our catalog, but the fit and function should be the same (http://www.rockauto.com/help/?page=4#WRONGPRT). We provided Mr. Grozdanovic with return instructions and issued a refund on 1/19. Because the difference between the parts was cosmetic and would not affect the fit or function, shipping charges are not refundable (http://www.rockauto.com/help/?page=4#Returns).
This customer presents no new information in his rejection and our original message responded to all the same points. Mr. [redacted] purchased an A-1 Cardone Master Cylinder on December 5, 2012. He contacted us 2 years later on December 9, 2014 stating that it had failed. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: no cash refunds, shipping costs or other expenses. A-1 Cardone warrants their parts for 3 years, so we offered 2 options to receive a replacement. Mr. [redacted] chose to order a new part so he could get it installed right away, then return the faulty part and be reimbursed for the replacement order. He ordered the replacement Master Cylinder on December 20, 2014 but did not return the faulty part. The next time he contacted us, over a year later on January 17, 2016, the 3 year warranty from 2012 had already expired and we explained that we were not able to assist further with the warranty claim.Mr. [redacted] then requested to return the "unused" replacement for a refund. We are confused how it could be unused, since he told us in December 2014 that he needed a working replacement right away because the original part broke. However, we accept returns within 30 days, as our Help page explains. Since the order is now over 580 days past our return window, we will not accept a return for his December 2014 order.
This
customer references three separate orders.
In
June 2015 the customer purchased an O2 sensor. In August 2015
(outside our 30 day return window) he reported that he returned this
O2 sensor without ever getting authorization for his return or
reporting any problem with the part. He is...
unable to provide a return
tracking number for the return, and our return location never
received the O2 sensor back. If the part is ever received back we'll
refund for it, but without a return or any proof (tracking) that it
was actually sent back to us no refund will be issued.
In
January 2015 the customer purchased a u-joint on order 28494152
which our online catalog specifies fits Rubicons. In September 2015
he reported it didn't fit and that he does not have a Rubicon. To
clarify: nowhere on our site do we ask for a VIN number to be
entered. All parts are looked up using a vehicle's year, make, model,
and engine size, then relevant details are listed in each part
listing so that customers can order appropriately. We're not sure why
he waited 8 months to report a problem or why he ordered a part that
is specified for a vehicle he does not have. We accept returns within
30 days, as our Help
page explains. Since the order is well past our return window and was
misordered, we unfortunately can not accept a return for this
customer's order.
In
November 2014 the customer purchased a fuel pump on order 27141230.
In August 2015 he reported it stopped working. Our Warranties
page explains that like other retailers of branded products, RockAuto
does not offer any product warranty of our own--we honor the warranty
provided by the manufacturer of the product. Warranties offer only
replacement of the defective part with another part: no cash refunds
and no reimbursement of labor costs, shipping costs or other
expenses. The customer returned the old pump and had a new pump
shipped to him under warranty. No refund is available for this fuel
pump under warranty.
We are sorry Mr. [redacted] was dissatisfied with his coil springs. The photos he provided, and the inspection by the warehouse, all confirm that the springs were new and have only slight imperfections in the paint. As our Help page explains, every part we sell may be returned within 30 days for a...
refund of the part price, but shipping charges are not refundable unless the return is due to our mistake. We apologize for an error on our end that caused a delay on his refund, but we issued his refund for the purchase cost of the coil springs, less the return shipping, on 4/7/16
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.
Some of the response from the business is false; the website only references left or right side. I spoke to someone at Rock Auto and they explained left or right side depends on how you look at it; from the front of the car, from the rear of the car or inside the car. My complaint is the box that they sent me was a huge box with other items in it. The box got destroyed during shipping, so I did what they told me to do, send it back in the manufacturer's box that it came in. I couldn't help if the postal service put their sticker on it. That's what they do. All I am asking is for them to send me the correct side which is the driver's side, and I will pay the postage.
Regards,
[redacted]
This customer presents no new information in his rejection and our original message responded to this point: We are sorry that Mr. [redacted] had a problem with his order. Ford offers two different A/C compressor clutch coils for his truck, depending on whether or not it has hill descent control. Both are listed in our online catalog. He chose the larger of the two options and reported it was too large, so we believe he may have ordered incorrectly. Mr. [redacted] is not willing to answer our questions about his vehicle, so we cannot be sure why the part does not fit. If he would like to return the part, he can obtain a shipping label on our Order Status & Returns page and we will issue a refund once the part is returned.Since this customer is unwilling to answer our questions to allow us to look into this, please remove this from the queue. Thank you, [redacted] RockAuto Customer Relations
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.
This is the original e-mail and response I got from the company. They knew full well that I had tried to install the part in my car. As again everything they advertised said would fit my car. (year, part #, and model) How was I suppose to know it wouldn't fit. As a customer I did my job in insuring that everything on my end matched what they were advertising.I wasted an additional $20 on shipping the part back to them. With their full knowledge that I tried to install the part on my car. At not time did they tell me that they wouldn't except it as a return so I could be reimbursed. They just told me to send the part back. So now I am out $74+ because they screwed up. As a customer I should not have to be responsible for their screw up.
RockAuto staff are not mechanics nor technicians. We cannot and will not recommend parts to customers. This customer ordered an oil pan on our website, where it was described as steel and listed for CX, DX, EX-R, EX-R SIR, LX, and Value Package versions of his 1999 HONDA CIVIC 1.6L. He contacted us...
about receiving the wrong part and told us he needed an aluminum pan, which is listed for EX and HX versions. As our Help page explains, every part we sell may be returned within 30 days for a refund of the part price, but shipping charges are not refundable unless the return is due to our mistake. We provided Mr. [redacted] with return instructions and he chose to purchase a return shipping label on our website. We issued his refund on 5/23/16 for the cost of the incorrectly ordered oil pan, less the return shipping label he purchased.
We are sorry if our representatives were less than professional. Ms.[redacted] placed her order on Monday afternoon, 9/12, and chose Next Business Day Express shipping. We shipped her order the following day, Tuesday 9/13, and she received it in 2 business days on Thursday 9/15. FedEx's equipment had a...
mechanical failure, so they were unable to deliver this package on time. We offered two solutions to Ms. [redacted]: A refund for the difference between the Next Business Day Express shipping that she paid for and the Two Business Day Express shipping that she received or return the order for a full refund with our pre-paid shipping label. Ms. [redacted] refused both of these offers.
In reviewing the order, Mr. [redacted]t purchased a passenger side axle listed with an overall compressed length of 24-5/16" and reported on our Order Status & Returns page that it was too long. The photo he provided shows that the new part is longer than the original part. If he needed the shorter 22-1/2" shaft, the passenger side was also ordered incorrectly and RockAuto will not cover any shipping costs.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...
is satisfactory to me.
Regards,
[redacted] [redacted]
here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
As
our Help
page explains,
every part we sell may be returned within 30 days for a
refund of the part price. We will not accept returns of parts that
have been installed or modified. To receive credit, a returned part
must be complete and in its original, unmarked manufacturer's
packaging....
Wholesaler closeout parts, as our Help
page explains, are only able to be returned in this 30 day return
period and are not covered by an additional manufacturer warranty.
This customer contacted us well beyond this 30 day period requesting
to return an installed part that no longer had the original
packaging, so unfortunately this part is not able to be returned for
refund or exchange.
On 9/25/2016, Ms. [redacted] ordered parts for a 2 door Sebring despite owning a 4 door Sebring. On 6/11/2017, she contacted us asking if she could return the parts for a refund. As our Help page notes, parts may be returned for a refund within 30 days of the initial purchase (a policy which applies...
equally to all of our customers). Ms. [redacted] did not contact us within 30 days, so she may not return her parts for a refund.
Mrs. [redacted] rejected our response, but we have already explained that the part is not covered under warranty, as specified in our online catalog. We accept returns within 30 days, as our Help page explains (http://www.rockauto.com/help/?page=4#Returns). Since Mrs. [redacted]'s order shipped 79 days ago, it is not covered by RockAuto's return policy. Beyond 30 days, parts may be covered under the manufacturer's warranty. Like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product (http://www.rockauto.com/docs/warranty.php). Mrs. [redacted] ordered a Denso oxygen sensor. This manufacturer's warranty does not cover parts subject to normal wear and tear, such as oxygen sensors. Because Mrs. [redacted]'s order is outside our return policy and not covered by the manufacturer's warranty, we will not accept a return for her order.Please remove this from the queue. Thank you, [redacted] Customer Relations
As
our Help
page
explains,
shipping charges are not refundable unless the return
is due to our mistake. If a part is not wanted, we don't mind taking
it back but we can't recover the shipping cost. This same page also
explains that manufacturers sometimes buy parts from other companies
to...
save the cost of tooling and/or to supplement inventory between
production runs. They sometimes sell the same parts under different
brands. As a retailer, we have no control over those decisions. If
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 warranty. If 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). No shipping costs will be refunded by RockAuto for
this order.
I already informed the business there was nothing wrong with my brake components, yet there claim is still my brake components are the problem. So they need to provide me a better response is ce they cannot really tell me if these rotors are defective.,
Mr. [redacted] rejected our response, but we have already explained that we are honoring the policies listed on our site. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of shipping costs or other expenses ([redacted] ).We are sorry that the tensioner in Mr. [redacted]'s timing belt component kit failed. Under warranty, we offer two options for replacement: Place a new order for the same part number and then return the defective part for a refund of the new order or send the defective part back in exchange for a replacement. Because kit that Mr. [redacted] ordered is out-of-stock, we explained that he could purchase one of the 15 other kits we offer for his vehicle and then return the kit containing the failed part for a refund to his MasterCard. He chose to replace the part locally so we provided instructions to return the kit for a store credit. We will issue a credit once the parts are returned. This store credit can be used for anything in our catalog and will be valid for one year from the date of issue.Please remove this complaint from our queue.
We are sorry if our representatives were less than professional. We issued a full refund for the catalytic converters on 7/25/16.
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.
RockAuto has had a amp amount of time to review my dispute and to make any errors a correction. Unfortunately, RockAuto has displayed the same answer in which I initiated the complaint via Revdex.com. The problem being, the first part that I had ordered, Front Left Strut, appeared to be in great, new shape. After taking off my worn strut, and replacing with the 'New' strut, I assumed that I was correct in thinking that I had received a new, free of flaw, Front Left Strut. After driving the car I come to realize that the part that I had just installed was not new and was also not in working order, it appears to be even worse than my original strut. So, upon trying to obtain a simple resolution from RockAuto, RockAuto became rude, unfriendly, and after writing a Revdex.com, unwilling to solve the problem. Secondly, my stabilizer links that I had ordered were the wrong parts for my car. RockAuto claims that it showed different lengths and It was MY fault, when in fact, I captured the screen shot showing that ROCKAUTO stated in would fit my 2009 Chevrolet Malibu 2.4L LT. So, this is ROCKAUTO's fault, not mine. On top of all this grief that I had been dealing with, RockAuto insisted that If I wanted to return the parts based on their faults, I were to pay for the shipping to my house and the shipping back to them. Very unreasonable and unacceptable. So, these disputes are unresolved and were provided with a ridiculous answer that tried to appear like it was the customers fault for order wrong parts. I'm sorry RockAuto, next time someone orders from you I will have to inform them that they make sure they want a damaged product, and if a different product comes, make sure they have the money to pay for shipping both ways, leaving you, RockAuto, making money off this illegal action. Revdex.com, I fully thank you in your efforts to help obtain a resolution but I find it very disappointing that a company like this exists. My next step is to go to my friends at the media and display a story, warning others of the dangers, risks, and consequences for using RockAuto. Thank you!
Regards,
[redacted]
We are sorry if our representative was less than professional. As our Help page explains (http://www.rockauto.com/help/?page=2#COUNTYORIGIN), manufacturers may produce their parts in several countries and often our inventory includes the same part with the same part number, from two or more...
countries. We cannot know which part a customer will receive, so we cannot list the country of origin in our catalog. Manufacturers warrant that parts will fit and function the same, regardless of country of manufacture. Additionally, manufacturers sometimes make minor changes without changing the part number so the part may look slightly different than the picture in our catalog, but the fit and function should be the same (http://www.rockauto.com/help/?page=4#WRONGPRT). We provided Mr. Grozdanovic with return instructions and issued a refund on 1/19. Because the difference between the parts was cosmetic and would not affect the fit or function, shipping charges are not refundable (http://www.rockauto.com/help/?page=4#Returns).
This customer presents no new information in his rejection and our original message responded to all the same points. Mr. [redacted] purchased an A-1 Cardone Master Cylinder on December 5, 2012. He contacted us 2 years later on December 9, 2014 stating that it had failed. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: no cash refunds, shipping costs or other expenses. A-1 Cardone warrants their parts for 3 years, so we offered 2 options to receive a replacement. Mr. [redacted] chose to order a new part so he could get it installed right away, then return the faulty part and be reimbursed for the replacement order. He ordered the replacement Master Cylinder on December 20, 2014 but did not return the faulty part. The next time he contacted us, over a year later on January 17, 2016, the 3 year warranty from 2012 had already expired and we explained that we were not able to assist further with the warranty claim.Mr. [redacted] then requested to return the "unused" replacement for a refund. We are confused how it could be unused, since he told us in December 2014 that he needed a working replacement right away because the original part broke. However, we accept returns within 30 days, as our Help page explains. Since the order is now over 580 days past our return window, we will not accept a return for his December 2014 order.
This
customer references three separate orders.
In
June 2015 the customer purchased an O2 sensor. In August 2015
(outside our 30 day return window) he reported that he returned this
O2 sensor without ever getting authorization for his return or
reporting any problem with the part. He is...
unable to provide a return
tracking number for the return, and our return location never
received the O2 sensor back. If the part is ever received back we'll
refund for it, but without a return or any proof (tracking) that it
was actually sent back to us no refund will be issued.
In
January 2015 the customer purchased a u-joint on order 28494152
which our online catalog specifies fits Rubicons. In September 2015
he reported it didn't fit and that he does not have a Rubicon. To
clarify: nowhere on our site do we ask for a VIN number to be
entered. All parts are looked up using a vehicle's year, make, model,
and engine size, then relevant details are listed in each part
listing so that customers can order appropriately. We're not sure why
he waited 8 months to report a problem or why he ordered a part that
is specified for a vehicle he does not have. We accept returns within
30 days, as our Help
page explains. Since the order is well past our return window and was
misordered, we unfortunately can not accept a return for this
customer's order.
In
November 2014 the customer purchased a fuel pump on order 27141230.
In August 2015 he reported it stopped working. Our Warranties
page explains that like other retailers of branded products, RockAuto
does not offer any product warranty of our own--we honor the warranty
provided by the manufacturer of the product. Warranties offer only
replacement of the defective part with another part: no cash refunds
and no reimbursement of labor costs, shipping costs or other
expenses. The customer returned the old pump and had a new pump
shipped to him under warranty. No refund is available for this fuel
pump under warranty.
We are sorry Mr. [redacted] was dissatisfied with his coil springs. The photos he provided, and the inspection by the warehouse, all confirm that the springs were new and have only slight imperfections in the paint. As our Help page explains, every part we sell may be returned within 30 days for a...
refund of the part price, but shipping charges are not refundable unless the return is due to our mistake. We apologize for an error on our end that caused a delay on his refund, but we issued his refund for the purchase cost of the coil springs, less the return shipping, on 4/7/16
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.
Some of the response from the business is false; the website only references left or right side. I spoke to someone at Rock Auto and they explained left or right side depends on how you look at it; from the front of the car, from the rear of the car or inside the car. My complaint is the box that they sent me was a huge box with other items in it. The box got destroyed during shipping, so I did what they told me to do, send it back in the manufacturer's box that it came in. I couldn't help if the postal service put their sticker on it. That's what they do. All I am asking is for them to send me the correct side which is the driver's side, and I will pay the postage.
Regards,
[redacted]
This customer presents no new information in his rejection and our original message responded to this point: We are sorry that Mr. [redacted] had a problem with his order. Ford offers two different A/C compressor clutch coils for his truck, depending on whether or not it has hill descent control. Both are listed in our online catalog. He chose the larger of the two options and reported it was too large, so we believe he may have ordered incorrectly. Mr. [redacted] is not willing to answer our questions about his vehicle, so we cannot be sure why the part does not fit. If he would like to return the part, he can obtain a shipping label on our Order Status & Returns page and we will issue a refund once the part is returned.Since this customer is unwilling to answer our questions to allow us to look into this, please remove this from the queue. Thank you, [redacted] RockAuto Customer Relations
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.
This is the original e-mail and response I got from the company. They knew full well that I had tried to install the part in my car. As again everything they advertised said would fit my car. (year, part #, and model) How was I suppose to know it wouldn't fit. As a customer I did my job in insuring that everything on my end matched what they were advertising.I wasted an additional $20 on shipping the part back to them. With their full knowledge that I tried to install the part on my car. At not time did they tell me that they wouldn't except it as a return so I could be reimbursed. They just told me to send the part back. So now I am out $74+ because they screwed up. As a customer I should not have to be responsible for their screw up.
RockAuto staff are not mechanics nor technicians. We cannot and will not recommend parts to customers. This customer ordered an oil pan on our website, where it was described as steel and listed for CX, DX, EX-R, EX-R SIR, LX, and Value Package versions of his 1999 HONDA CIVIC 1.6L. He contacted us...
about receiving the wrong part and told us he needed an aluminum pan, which is listed for EX and HX versions. As our Help page explains, every part we sell may be returned within 30 days for a refund of the part price, but shipping charges are not refundable unless the return is due to our mistake. We provided Mr. [redacted] with return instructions and he chose to purchase a return shipping label on our website. We issued his refund on 5/23/16 for the cost of the incorrectly ordered oil pan, less the return shipping label he purchased.
We are sorry if our representatives were less than professional. Ms.[redacted] placed her order on Monday afternoon, 9/12, and chose Next Business Day Express shipping. We shipped her order the following day, Tuesday 9/13, and she received it in 2 business days on Thursday 9/15. FedEx's equipment had a...
mechanical failure, so they were unable to deliver this package on time. We offered two solutions to Ms. [redacted]: A refund for the difference between the Next Business Day Express shipping that she paid for and the Two Business Day Express shipping that she received or return the order for a full refund with our pre-paid shipping label. Ms. [redacted] refused both of these offers.
In reviewing the order, Mr. [redacted]t purchased a passenger side axle listed with an overall compressed length of 24-5/16" and reported on our Order Status & Returns page that it was too long. The photo he provided shows that the new part is longer than the original part. If he needed the shorter 22-1/2" shaft, the passenger side was also ordered incorrectly and RockAuto will not cover any shipping costs.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...
is satisfactory to me.
Regards,
[redacted] [redacted]
[A default letter is provided...
here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
As
our Help
page explains,
every part we sell may be returned within 30 days for a
refund of the part price. We will not accept returns of parts that
have been installed or modified. To receive credit, a returned part
must be complete and in its original, unmarked manufacturer's
packaging....
Wholesaler closeout parts, as our Help
page explains, are only able to be returned in this 30 day return
period and are not covered by an additional manufacturer warranty.
This customer contacted us well beyond this 30 day period requesting
to return an installed part that no longer had the original
packaging, so unfortunately this part is not able to be returned for
refund or exchange.
On 9/25/2016, Ms. [redacted] ordered parts for a 2 door Sebring despite owning a 4 door Sebring. On 6/11/2017, she contacted us asking if she could return the parts for a refund. As our Help page notes, parts may be returned for a refund within 30 days of the initial purchase (a policy which applies...
equally to all of our customers). Ms. [redacted] did not contact us within 30 days, so she may not return her parts for a refund.
Mrs. [redacted] rejected our response, but we have already explained that the part is not covered under warranty, as specified in our online catalog. We accept returns within 30 days, as our Help page explains (http://www.rockauto.com/help/?page=4#Returns). Since Mrs. [redacted]'s order shipped 79 days ago, it is not covered by RockAuto's return policy. Beyond 30 days, parts may be covered under the manufacturer's warranty. Like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product (http://www.rockauto.com/docs/warranty.php). Mrs. [redacted] ordered a Denso oxygen sensor. This manufacturer's warranty does not cover parts subject to normal wear and tear, such as oxygen sensors. Because Mrs. [redacted]'s order is outside our return policy and not covered by the manufacturer's warranty, we will not accept a return for her order.Please remove this from the queue. Thank you, [redacted] Customer Relations