As Mr. [redacted] indicated, our Help page explains that parts are priced individually, unless stated otherwise in the listing. The fuel injector lines he ordered are listed to fit either of two locations on the engine, but are pictured individually and are not listed as "sold in pairs". He ordered and...
paid for 4 fuel injector lines. If he requires the other 4 for his vehicle, he is welcome to place a new order online. If he would like to return the 4 he received, 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 (Return Policy).
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. I know that Rock Auto personnel would not let me speak to a supervisor, absolutely, flat out refused. Poor customer service and they aren't telling the whole story. We will never order from Rock Auto again and will tell the people who referred us not to order from them either. We are very disappointed in Rock Auto's reply and their company and customer service.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We are sorry Mr. M[redacted] did not receive his packages when he hoped! He ordered Wednesday evening, 9/7, and chose Ground shipping. We shipped his parts the following morning, Thursday 9/8, and showed "You should receive by Tuesday, September 13, 2016" in his shopping cart and shipment confirmation....
When FedEx attempted early delivery on Saturday 9/10, they were unable to locate his address. Mr. M[redacted] provided FedEx with additional delivery information and they said they would be able to deliver the p[redacted]ages on Monday. FedEx Ground typically only delivers to residential addresses Tuesday through Saturday, so this was an exception to their normal delivery policies. Mr. M[redacted] chose instead to pick up the packages.Since he received his parts before the estimated delivery date and within the 6 business days allowed for Ground shipping, no shipping refund was owed, but as a courtesy for the inconvenience, we offered store credit for the full cost of shipping. Mr. M[redacted] agreed to this offer. We will not issue a refund to his debit card.If Mr. M[redacted] would like to order from RockAuto in the future, his store credit can be used for anything in our catalog and is valid until September 20, 2017.
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]Atten: Revdex.com,Once again I do not agree with Rock Auto. First of all please read their latest Response once again Quote: MESSAGE FROM BUSINESS:It's true that Mr. [redacted] has purchase the Monroe part to which his complaint refers before. He purchase Monroe 181667 on 9/9/2014. It's possible that, at that time, Monroe did offer a 90 day warranty for their Econo-Matic parts. However, and as was noted on the information page when he ordered the same part again on 4/17/2017, Monroe no longer warranties their Econo-Matic parts. The "Feel the difference" guarantee to which Mr. [redacted]'s attached documents refer is for qualifying Monroe shocks and struts. The Econo-Matic line Mr. [redacted] purchased is not a qualifying Monroe strut, thus Monroe offers no such guarantee.We are sorry Mr. [redacted]'s part failed so soon after installation and that Monroe no longer warranties its Econo-Matic line. They are right as I have mentioned earlier I have purchased Monroe Product before from them. They also mentioned that it is possible at the time that Monroe offered a 90 day warranty. Now if anything changed why didn't Rock Auto put right on the ordering line where you buy these shock "NO WARRANTY". They didn't. I wasn't born yesterday. If I would of saw NO Warranty on the line that you order on I would of never ordered them again.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11856249, 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,
Chris K[redacted] We will be filing a complaint with the AG's office in their respective state for fraudulent conversion of monies accepted at inception of contract and not remitted as given. Customers are NOT forced to do business with anyone. As stated earlier; the onset of the contract is where the remedy exists, not at the corporate levels discretion. The cash given has been taken, and utilized by Rock Auto, LLC. They will be paid twice when the product resells. Store credits are finite, cash is not where cash was given. If we decide to file suit this will apply to all whom they have duped. Corporate policies "do not" upsurp "legal" remedies. The cash has been absconded with, PayPal has the original receipt.
This customer purchased an Airtex water
pump in May 2014. Nine months later (February 2015), he purchased an
ACDelco water pump. He then asked to return the Airtex pump for a
refund. Similarly, in June 2014 the customer ordered a headlamp
switch. He contacted us 8 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 product. If 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 part. 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.
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 numbers. He can
not replace one brand with another or return products for refund
under warranty. Since 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 8-9 months ago. We accept returns within 30 days, so if
he'd like he can return the ACDelco part under our 30 day return
policy as long as it is uninstalled. If installed, it is not
returnable for refund.
Unlike some companies, everyone at
RockAuto speaks for the company and has equal ability to make
decisions. After 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.
We are sorry that Mr. [redacted]'s rotors are warped, but rotors that warp due to a manufacturing defect are relatively rare. Typically, warping is an indication of other faulty brake components. Bendix has agreed to accept a return of Mr. [redacted]'s rotors, but any refund or replacement would be subject to Bendix Quality Control inspection and evaluation.We offer two options to receive the warranty replacement part. Mr. [redacted] can place another order to get the new parts right away, and then receive reimbursement for the new order if the rotors pass inspection. Alternatively, he can also send the parts in for inspection and receive replacements if the units are deemed faulty. If he prefers the latter, he may contact us for return instructions.
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.]I guess I just do not understand how one buisness (FedEx) admits they made a mistake and says that I am entitled to a FULL refund due to their mistake. But then the other buisness (RockAuto) claims that it does not matter what I am entitled to through FedEx, because of their contract with FedEx I would only recieve a partial refund. RockAuto is basically saying "we understand that you are entitled to a FULL refund because of the mistake of FedEx. We understand that FedEx would give you a FULL refund because of their mistake. But because of our contract with them we choose not issue one to you." I guess in the future I need to find out if the buisness I am ordering from has a ludicrous contract with their shipping company and will choose not to reimburse me even if the shipping company admits fault and states I am entitled to a full refund. This past week I have called other online buisnesses (Amazon, ect) to find out what their policy is on the matter. I wanted to see if other online buisnesses had a similar policy in place. Needless to say they did not. They also found such a contract/policy to be laughable and absured. I guess in the future I will be choosing more carefully where to take my buisness. Not necessarily choosing the "cheapest" option. Had I ordered the same (more expensive) part elsewhere I would have recieved a FULL refund because the mistake of FedEx.
Regards,
[redacted]
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.
As you can see in the e-mails that I have attached, getting a direct replacement for the part was what I was trying to do in the first place, I never intended to return it for a refund originally. But as you can see by the e-mails they kept insisting to check other things, and verify things before sending me the replacement which is covered under their 30 return period AND the manufacturers warranty as well so it was not as if they would have to cover the defective clutch kit. So since they insisted it was the flywheel which was the problem we had to wait longer and then have it reinstalled once again only to find out that the clutch kit was defective as I was told by the mechanic to begin with. If rockauto would have done the direct exchange on June 18th when I requested it, then (1) I would have been in their 30 return period, (2) would not have purchased a different clutch kit locally since we were willing to wait for the replacement, and (3) would not be requesting a refund at this time since they were the ones that did not want to ship me the replacement.
Regards,
[redacted]
This
customer ordered rotors that our listing specifies is for vehicles
whose 7th and 8th digit of their VIN is 1K and whose rotor
diameter is 312mm. He reports that his original rotors are smaller
than the ones he ordered. Other listings show different (smaller)
rotor diameters, indicating...
multiple options available for the
vehicle. Our Help
page explains under “Choosing A Part,” that “All parts
listed fit the year/make/model/engine combination you chose. But if
there are limiting factors.. they will be listed in the description.
Please read listings carefully to ensure they match your
application.. if a feature listed is not true of your vehicle,
please choose a different part.”
The limiting factor details in the part
listing do not match the customer's vehicle. As
our Help page explains, 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 did not order correctly
for their vehicle despite clear part listings and a explicit
explanation of how to use our catalog, the customer is welcome to
return the parts but is responsible for all shipping.
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 radiator and cap were not placed in 1 shipping container that fit both. The ORIGINAL box that housed the radiator was opened and the cap was placed inside with radiator, the box was resealed and shipped out in original radiator packaging. After receiving a broken radiator, I returned the radiator and cap packaged exactly as the were when they were shipped to me, because I could not use a radiator cap without a radiator in working order. I did not decide I no longer wanted the radiator cap until I received a broken radiator. Had I ordered ONLY the cap, I would understand their decision to not refund shipping.
The
customer ordered an Airtex/Wells part number [redacted] by part number
(not by vehicle). He reported it did not fit his 1971
Dodge Charger. We're not sure why the customer ordered this part
number, but nowhere in our online catalog do we advertise this part
as fitting this vehicle. 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. No shipping
charges will be refunded, but the customer is welcome to return the
part for a refund of the part cost.
On 7/5, Mr. [redacted] attempted an order using his Visa card. He was directed to a page asking him to authenticate his identity, a service called "Verified By Visa". Verified By Visa was created by Visa to prevent eCommerce fraud. If we don't use it they charge us more, so we enrolled in the service....
Visa and the customer's bank decide which cards are required to use this verification, and all authentication is done through their website.Later that day, Mr. [redacted] placed a new order and chose "Electronic Check" has his payment method. We authorized his transaction and started processing his order in advance of actually receiving funds from his bank (it takes a few days funds to clear his account and be transferred to ours). He then requested that we cancel his order, which we did. However, since we did not yet have the funds his bank initially authorized, we had to wait for his payment to clear before issuing his refund (we can't refund money we don't have). A few days later, we received a message saying his payment did not clear because he no longer had sufficient funds to process his order and were charged a $10 fee.We will not reimburse Mr. [redacted] the $37 his bank charged him for over-drawing his account.
[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]
On 6/16/2015, Mr. [redacted] ordered a radiator which included a 2 year warranty. On 12/2/2016, he we went to our Order Status & Returns page to report that it failed. We offered two warranty replacement options. The first was to return the defective part and, once we knew it was on its way to our...
warehouse, we would ship a replacement. The second was to place a new order for the same radiator and, once he was ready to do so, return the defective one for a full refund on his new order. He chose to place a new order, which he did the same day. He later returned his defective radiator and we issued a full refund on 12/21/2016. On 8/19/2017, he contacted us to report that his radiator failed again. Since his warranty expired 6/16/2017, we told him we could not offer a refund or a replacement.
We are sorry that the rebuild of Mr. [redacted]'s throttle body was not
successful. He may return the part to the manufacturer for a warranty
rebuild to correct the issues he described. If they cannot repair the
part, it will be returned to Mr. [redacted] and we will issue a refund for
the...
unsuccessful return & rebuild service.
If Mr. [redacted] would like to proceed with this warranty rebuild, he may contact us for return instructions.
[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. Thank you so much for the time and consideration.
Regards,
[redacted]
On 7/12, Mr. [redacted] contacted us to report that he refused delivery of the hood he ordered because it arrived damaged. We shipped a replacement later that day, which he received 7/14.
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 continues to evade the question that wrong part was suggested to us by the service agent! They need to pick up the part, pay for shipment and issue a full refund!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
On 5/16, Ms. [redacted] went to our Order Status & Returns page to report that the part she ordered did not fit. She also noted that she installed the part on her vehicle. As our Help page notes, if a part does not fit, customers should not try to make the part fit and that we will not accept returns...
of parts that have been installed or modified (http://www.rockauto.com/help/?page=4#Returns). We denied Ms. [redacted]'s return.On 5/22, she contacted us to say that "when [she] went to install it the bolt holes do not match what so ever." We told her "it appears that you'd tried to install it and then found out you could not." We authorized her return with the understanding that the part she was returning showed no signs of installation because the part could not be installed on her vehicle.On 6/12, our warehouse notified us that Ms. [redacted]'s part had, in fact, been installed. Multiple bolt holes showed obvious signs of being torqued down and worn in. We denied her return and shipped the part back to her. According to the manufacturer, the part Ms. [redacted] ordered should have fit her vehicle; we don't know why it did not. Since she installed the part anyway, we cannot refund her.
As Mr. [redacted] indicated, our Help page explains that parts are priced individually, unless stated otherwise in the listing. The fuel injector lines he ordered are listed to fit either of two locations on the engine, but are pictured individually and are not listed as "sold in pairs". He ordered and...
paid for 4 fuel injector lines. If he requires the other 4 for his vehicle, he is welcome to place a new order online. If he would like to return the 4 he received, 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 (Return Policy).
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. I know that Rock Auto personnel would not let me speak to a supervisor, absolutely, flat out refused. Poor customer service and they aren't telling the whole story. We will never order from Rock Auto again and will tell the people who referred us not to order from them either. We are very disappointed in Rock Auto's reply and their company and customer service.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We are sorry Mr. M[redacted] did not receive his packages when he hoped! He ordered Wednesday evening, 9/7, and chose Ground shipping. We shipped his parts the following morning, Thursday 9/8, and showed "You should receive by Tuesday, September 13, 2016" in his shopping cart and shipment confirmation....
When FedEx attempted early delivery on Saturday 9/10, they were unable to locate his address. Mr. M[redacted] provided FedEx with additional delivery information and they said they would be able to deliver the p[redacted]ages on Monday. FedEx Ground typically only delivers to residential addresses Tuesday through Saturday, so this was an exception to their normal delivery policies. Mr. M[redacted] chose instead to pick up the packages.Since he received his parts before the estimated delivery date and within the 6 business days allowed for Ground shipping, no shipping refund was owed, but as a courtesy for the inconvenience, we offered store credit for the full cost of shipping. Mr. M[redacted] agreed to this offer. We will not issue a refund to his debit card.If Mr. M[redacted] would like to order from RockAuto in the future, his store credit can be used for anything in our catalog and is valid until September 20, 2017.
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]Atten: Revdex.com,Once again I do not agree with Rock Auto. First of all please read their latest Response once again Quote: MESSAGE FROM BUSINESS:It's true that Mr. [redacted] has purchase the Monroe part to which his complaint refers before. He purchase Monroe 181667 on 9/9/2014. It's possible that, at that time, Monroe did offer a 90 day warranty for their Econo-Matic parts. However, and as was noted on the information page when he ordered the same part again on 4/17/2017, Monroe no longer warranties their Econo-Matic parts. The "Feel the difference" guarantee to which Mr. [redacted]'s attached documents refer is for qualifying Monroe shocks and struts. The Econo-Matic line Mr. [redacted] purchased is not a qualifying Monroe strut, thus Monroe offers no such guarantee.We are sorry Mr. [redacted]'s part failed so soon after installation and that Monroe no longer warranties its Econo-Matic line. They are right as I have mentioned earlier I have purchased Monroe Product before from them. They also mentioned that it is possible at the time that Monroe offered a 90 day warranty. Now if anything changed why didn't Rock Auto put right on the ordering line where you buy these shock "NO WARRANTY". They didn't. I wasn't born yesterday. If I would of saw NO Warranty on the line that you order on I would of never ordered them again.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11856249, 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,
Chris K[redacted] We will be filing a complaint with the AG's office in their respective state for fraudulent conversion of monies accepted at inception of contract and not remitted as given. Customers are NOT forced to do business with anyone. As stated earlier; the onset of the contract is where the remedy exists, not at the corporate levels discretion. The cash given has been taken, and utilized by Rock Auto, LLC. They will be paid twice when the product resells. Store credits are finite, cash is not where cash was given. If we decide to file suit this will apply to all whom they have duped. Corporate policies "do not" upsurp "legal" remedies. The cash has been absconded with, PayPal has the original receipt.
This customer purchased an Airtex water
pump in May 2014. Nine months later (February 2015), he purchased an
ACDelco water pump. He then asked to return the Airtex pump for a
refund. Similarly, in June 2014 the customer ordered a headlamp
switch. He contacted us 8 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 product. If 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 part. 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.
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 numbers. He can
not replace one brand with another or return products for refund
under warranty. Since 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 8-9 months ago. We accept returns within 30 days, so if
he'd like he can return the ACDelco part under our 30 day return
policy as long as it is uninstalled. If installed, it is not
returnable for refund.
Unlike some companies, everyone at
RockAuto speaks for the company and has equal ability to make
decisions. After 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.
We are sorry that Mr. [redacted]'s rotors are warped, but rotors that warp due to a manufacturing defect are relatively rare. Typically, warping is an indication of other faulty brake components. Bendix has agreed to accept a return of Mr. [redacted]'s rotors, but any refund or replacement would be subject to Bendix Quality Control inspection and evaluation.We offer two options to receive the warranty replacement part. Mr. [redacted] can place another order to get the new parts right away, and then receive reimbursement for the new order if the rotors pass inspection. Alternatively, he can also send the parts in for inspection and receive replacements if the units are deemed faulty. If he prefers the latter, he may contact us for return instructions.
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.]I guess I just do not understand how one buisness (FedEx) admits they made a mistake and says that I am entitled to a FULL refund due to their mistake. But then the other buisness (RockAuto) claims that it does not matter what I am entitled to through FedEx, because of their contract with FedEx I would only recieve a partial refund. RockAuto is basically saying "we understand that you are entitled to a FULL refund because of the mistake of FedEx. We understand that FedEx would give you a FULL refund because of their mistake. But because of our contract with them we choose not issue one to you." I guess in the future I need to find out if the buisness I am ordering from has a ludicrous contract with their shipping company and will choose not to reimburse me even if the shipping company admits fault and states I am entitled to a full refund. This past week I have called other online buisnesses (Amazon, ect) to find out what their policy is on the matter. I wanted to see if other online buisnesses had a similar policy in place. Needless to say they did not. They also found such a contract/policy to be laughable and absured. I guess in the future I will be choosing more carefully where to take my buisness. Not necessarily choosing the "cheapest" option. Had I ordered the same (more expensive) part elsewhere I would have recieved a FULL refund because the mistake of FedEx.
Regards,
[redacted]
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.
As you can see in the e-mails that I have attached, getting a direct replacement for the part was what I was trying to do in the first place, I never intended to return it for a refund originally. But as you can see by the e-mails they kept insisting to check other things, and verify things before sending me the replacement which is covered under their 30 return period AND the manufacturers warranty as well so it was not as if they would have to cover the defective clutch kit. So since they insisted it was the flywheel which was the problem we had to wait longer and then have it reinstalled once again only to find out that the clutch kit was defective as I was told by the mechanic to begin with. If rockauto would have done the direct exchange on June 18th when I requested it, then (1) I would have been in their 30 return period, (2) would not have purchased a different clutch kit locally since we were willing to wait for the replacement, and (3) would not be requesting a refund at this time since they were the ones that did not want to ship me the replacement.
Regards,
[redacted]
This
customer ordered rotors that our listing specifies is for vehicles
whose 7th and 8th digit of their VIN is 1K and whose rotor
diameter is 312mm. He reports that his original rotors are smaller
than the ones he ordered. Other listings show different (smaller)
rotor diameters, indicating...
multiple options available for the
vehicle. Our Help
page explains under “Choosing A Part,” that “All parts
listed fit the year/make/model/engine combination you chose. But if
there are limiting factors.. they will be listed in the description.
Please read listings carefully to ensure they match your
application.. if a feature listed is not true of your vehicle,
please choose a different part.”
The limiting factor details in the part
listing do not match the customer's vehicle. As
our Help page explains, 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 did not order correctly
for their vehicle despite clear part listings and a explicit
explanation of how to use our catalog, the customer is welcome to
return the parts but is responsible for all shipping.
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 radiator and cap were not placed in 1 shipping container that fit both. The ORIGINAL box that housed the radiator was opened and the cap was placed inside with radiator, the box was resealed and shipped out in original radiator packaging. After receiving a broken radiator, I returned the radiator and cap packaged exactly as the were when they were shipped to me, because I could not use a radiator cap without a radiator in working order. I did not decide I no longer wanted the radiator cap until I received a broken radiator. Had I ordered ONLY the cap, I would understand their decision to not refund shipping.
The
customer ordered an Airtex/Wells part number [redacted] by part number
(not by vehicle). He reported it did not fit his 1971
Dodge Charger. We're not sure why the customer ordered this part
number, but nowhere in our online catalog do we advertise this part
as fitting this vehicle. 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. No shipping
charges will be refunded, but the customer is welcome to return the
part for a refund of the part cost.
On 7/5, Mr. [redacted] attempted an order using his Visa card. He was directed to a page asking him to authenticate his identity, a service called "Verified By Visa". Verified By Visa was created by Visa to prevent eCommerce fraud. If we don't use it they charge us more, so we enrolled in the service....
Visa and the customer's bank decide which cards are required to use this verification, and all authentication is done through their website.Later that day, Mr. [redacted] placed a new order and chose "Electronic Check" has his payment method. We authorized his transaction and started processing his order in advance of actually receiving funds from his bank (it takes a few days funds to clear his account and be transferred to ours). He then requested that we cancel his order, which we did. However, since we did not yet have the funds his bank initially authorized, we had to wait for his payment to clear before issuing his refund (we can't refund money we don't have). A few days later, we received a message saying his payment did not clear because he no longer had sufficient funds to process his order and were charged a $10 fee.We will not reimburse Mr. [redacted] the $37 his bank charged him for over-drawing his account.
[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]
On 6/16/2015, Mr. [redacted] ordered a radiator which included a 2 year warranty. On 12/2/2016, he we went to our Order Status & Returns page to report that it failed. We offered two warranty replacement options. The first was to return the defective part and, once we knew it was on its way to our...
warehouse, we would ship a replacement. The second was to place a new order for the same radiator and, once he was ready to do so, return the defective one for a full refund on his new order. He chose to place a new order, which he did the same day. He later returned his defective radiator and we issued a full refund on 12/21/2016. On 8/19/2017, he contacted us to report that his radiator failed again. Since his warranty expired 6/16/2017, we told him we could not offer a refund or a replacement.
We are sorry that the rebuild of Mr. [redacted]'s throttle body was not
successful. He may return the part to the manufacturer for a warranty
rebuild to correct the issues he described. If they cannot repair the
part, it will be returned to Mr. [redacted] and we will issue a refund for
the...
unsuccessful return & rebuild service.
If Mr. [redacted] would like to proceed with this warranty rebuild, he may contact us for return instructions.
[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. Thank you so much for the time and consideration.
Regards,
[redacted]
On 7/12, Mr. [redacted] contacted us to report that he refused delivery of the hood he ordered because it arrived damaged. We shipped a replacement later that day, which he received 7/14.
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 continues to evade the question that wrong part was suggested to us by the service agent! They need to pick up the part, pay for shipment and issue a full refund!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
On 5/16, Ms. [redacted] went to our Order Status & Returns page to report that the part she ordered did not fit. She also noted that she installed the part on her vehicle. As our Help page notes, if a part does not fit, customers should not try to make the part fit and that we will not accept returns...
of parts that have been installed or modified (http://www.rockauto.com/help/?page=4#Returns). We denied Ms. [redacted]'s return.On 5/22, she contacted us to say that "when [she] went to install it the bolt holes do not match what so ever." We told her "it appears that you'd tried to install it and then found out you could not." We authorized her return with the understanding that the part she was returning showed no signs of installation because the part could not be installed on her vehicle.On 6/12, our warehouse notified us that Ms. [redacted]'s part had, in fact, been installed. Multiple bolt holes showed obvious signs of being torqued down and worn in. We denied her return and shipped the part back to her. According to the manufacturer, the part Ms. [redacted] ordered should have fit her vehicle; we don't know why it did not. Since she installed the part anyway, we cannot refund her.