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]
[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,
We are sorry for our mistake on Mrs. W[redacted]'s order. She reported the problem online using our Order Status & Returns page and we provided return instructions with a pre-paid shipping label. She bought a replacement locally, so we issued a full refund on 11/3.
Mr. [redacted] purchased Anchor 8300, which is listed as a transmission mount for a 1999 Honda Civic (our catalog makes no reference to being for the front or right, nor does Anchor's). Our catalog also showed him a picture of the part so he could verify it was what he needed. We verified with Anchor that the part is correctly listed as a transmission mount for his vehicle.We don't know why Mr. [redacted] thinks he needed a transmission mount. The part he claims is the part he needed is listed as a front motor mount by all reputable after-market mount manufacturers. We refunded him for the part he returned on 9/11. We offer no further refunds.
This customer
ordered the wrong hubs (he ordered 4 hole when he needed 5 hole) for
his vehicle and requested a return past our usual 30 day return
policy. We offered a return policy exception and allowed the
return of the two hubs. We sent him return instructions that
explicitly state we require a shipping box be used for return to
prevent damage to the box and part: “Put the part boxes in a
shipping box - returns sent in just the manufacturer's packaging may
not be refundable if the original box is damaged in shipping.” This
same information is reflected on our Policies
page. The customer did not use a shipping box for return of
either part.
The part returned to
New Jersey was refundable because
the part and the part box were received in undamaged, resellable
condition. The part returned to Maryland had multiple labels on the
part box and had a hole in the part box (see attached photos),
rendering it unable to be resold due to damage and therefore not
refundable. No additional refund will be issued for the second
part that the customer returned without a shipping box and which had
a damaged part box upon return.
We are sorry the pads Mr. [redacted] ordered did not contain the hardware he expected, and that the replacement appeared to have been "molested". We provided return instructions and a pre-paid shipiping label to return the second set of brake pads when he contacted us on 6/28/16. A manager returned his...
call later that day and offered to have FedEx pick up the package as a courtesy. The package is on the way back and we will issue a refund for the cost of the brake pads and the associated shipping, within 3 business days of delivery. We will not try a third timeto meet Mr. [redacted]'s expectations, nor provide additional compensation.
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.
Rock Auto has not resolved this issue to my satisfaction and continues to falsely advertise the parts they sell. Due to the number of similar complaints from other customers, I do not feel that they will take responsibility for errors in their advertising. My decision to support local business goes only so far as to support those standing behind their advertising.
Regards,
[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 think this whole process speaks volumes about the business's customer service. RockAuto doggedly defended their position for two months over a matter involving less than $10. The lost productivity by myself, RockAuto, and the Revdex.com in addressing the matter (several times) is nonsensical. In the end RockAuto only did the right thing when the Revdex.com held their feet to the fire. They lost a customer in the process. Hopefully, the business will embrace a model closer to Amazon's if they expect to flourish. I suggest they read online reviews concerning their customer service from a company not employed by them to gauge customer satisfaction. I don't think the majority of disenfranchised customers are unreasonable..........
I have reviewed the response made by the business in reference to complaint ID [redacted]. I can confirm I received a credit for the items in question and find that this resolution is satisfactory to me.
Regards,
[redacted]
On 3/24, Mr. [redacted] used our Order Status & Returns page to report
that he ordered the wrong part. We authorized his return. He chose to
receive store credit for his return. Minutes later, Mr. [redacted] called
us saying he was unable to get to our website or use it to obtain return
...
authorization. Our representative told Mr. [redacted] that he had already
completed the process of setting up his return online and that he just
needed to send the part back. We have not heard from him since, nor has
he returned his part.
Mr. [redacted]'s return is authorized until 4/21. He can obtain return
instructions from our Order Status & Returns page and, if he wishes,
generate a return shipping label (the cost of which will be deducted
from his refund, as our Help page notes:
http://www.rockauto.com/help/?page=4#RESPSHIP). Mr. [redacted] may choose a
refund to his original payment method instead of a store credit on our
Order Status & Returns page as well (provided he does so no later
than 4/21).
Mr. [redacted] purchased front and rear rotors listed as 12.6" and 13.98" diameters, respectively. Other sizes were also displayed for his 2006 Cadillac CTS. As our Help page explains, all parts listed fit the year/make/model/engine combination you chose. But if there are limiting factors (like...
"RWD vs. 4WD", "2-door vs. 4-door", or "w/ A.C. vs. w/o A/C"), they will be listed in the description. Please read listings carefully to ensure they match your application. If those measurements do not match his vehicle, then these parts were ordered incorrectly. 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 (http://www.rockauto.com/help/?page=4#Returns). Mr. [redacted] can use the return instructions we provided him on 6/9/16 to return the parts for a refund of the part cost.
[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,
We are sorry that Mr. [redacted] is not satisifed with the Power Stop brake rotor & brake pad kit he received. He contacted us on 7/9/16, stating that the rear rotors are incorrect. The manufacturer confirmed that the rotors he received are correct for his 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 and RockAuto is not responsible for any costs exceeding the cost of the part.
[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]
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'm sure if you search the help file, there is a mention on their website that a factory box is required for return of a part. In purchasing from this company over the past 5 years, I've never had a need to go search a help file. This is not a requirement of local parts distributors, and is not something mentioned at time of purchase from RockAuto. Had it been mentioned as a requirement up front, or full return instructions provided at time of purchase (rather than being available for download post-purchase), that would have prevented this problem from occurring.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]I have everything that Rockautio said in response. The dispute is over the fact that I had lost my home in a fire in November and I was working off of a 4 inch display on my phone. He states that that they refunded my core charge to my discover card. Yes for the second carburetor core was returned, for the correct carburetor. My point is about their accusation that I waited 7 months to return a product is an out right lie... The Fact is I have a letter instruction them to refund my money for the wrong order back to my discover card. I thought that letter was enough to let them know I needed the right carburetor and to credit my purchase of the wrong carburetor towards the correct one. Not only did they not put my money back on my discover card, (which my records show two carburetors charged to my account) Neither carburetor was put back on my card, it was put on their store credit... I am not a machine shop, why do I need store credit. Secondly, the first carburetor core charge was never put back of my credit card. So they owe me for that core charge that I sent back and never received credit for it... But the second correct correct carburetor core charge was put back on my card. This company is unscrupulous in their return policies. And they are lying about me getting my refund.... OK I admit I made a mistake on a 4 inch display of my phone and if I clicked a store credit it was because I wanted them to use that credit for my new order of the carburetor order.. Their policy is a scam to hold peoples money and their should be TWO CORE CREDITS to my discover card. They never did. So they owe me MY money back... Not only for the $208.38, but the core charge as well of $50.00 less return charge. This is the worst customer service I have EVER received by a huge corporation like Rockauto... Do they really need my business that bad that they have to keep my money because I lost everything in my life due to a fire and now that I have the ability to communicate with them they want to say, SORRY because you were homeless for 6 months is not our fault. That is basically is what Alissha told me on the phone. They are not going to work with me. This was not my fault, it was a typo on a small phone... I am 62 years old and my eyes are not quite what they used to be, but the compassion for someone that has suffered enough and now is living from day to day in my finances and they want to Treat me this was... The Fact Is... It's my money and they have no right to keep it... Period... I am going to spread the word about their policies on every social site I can. I am tired of there excuses of why they have the right to KEEP MY MONEY and not give me my money for the core charge That I Did Return.... I disagree with these liars... Keep my damn money... Rock Auto is the absolute WORSE company I have ever dealt with and I have been working on cars for almost 50 years... Rock Auto is corrupt and they Lie saying I waited 7 months to get a return, That's totally Absurd... You are the worst company out there.
RockAuto does not re-box or substitute parts, but we apologize that our catalog incorrectly described these control arms as possessing replaceable ball joints. After confirming with the manufacturer that the joints on this are not replaceable, we have removed that description from the listing and...
provided return instructions. We also sent a pre-paid label for Mr. [redacted] to return these parts for a full refund. Mr. [redacted] is welcome to place a new order for control arms that do have replaceable ball joints, but we cannot do an exchange for different part numbers on the same order.
On 5/26, Mr. [redacted] went to our Order Status & Returns page to report that the part he ordered was missing an advertised piece. We provided a prepaid FedEx return shipping label, which he used to return the part. We shipped him a free replacement.On 6/2, he reported the same problem with his...
replacement. Our representative followed up with the manufacturer of the part who confirmed that the missing piece (woodruff key) was not actually included, meaning our catalog was wrong. We provided a prepaid FedEx return shipping label so that Mr. [redacted] may return the part he ordered for a full refund. We will not provide a full refund until he returns the part.
The response by Rockauto is not true, and because of their fighting me over money that they owe me of $208.38, I have found in my records that they did not also,, return my $50.00 less return shipping, of the Carburetor Core... Rockauto states that I waited 6 months to return a part and then demand my money back is a lie. I returned the wrong carburetor they sent me and ordered another. Both times it was put on my discover card. I got my Core Charge back for the correct carburetor that was ordered 1/20/2017. But I never got my Core charge money returned from the first or that I placed on 1/15/2017 , which is the Carburetor that was put on Store Credit, Plus they did not give me my core return either. So now the amount that Rockauto owes me has risen bu another $50.00. This company's policies are the worst I have ever dealt with and I have been a customer since 2011, and the fact that they are lying to the Revdex.com in their response to the Revdex.com and trying to make their actions look proper and they have caused me more trouble in getting this straight. I do not accept Rockautos explanation because it is not true... I have the paper trail to prove it. I would like to explain this to the Revdex.com if you would call me. Thank you for your help in this matter.
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 copied and pasted this directly from RockAuto's "help Page" it clearly states...
Q: I see the part I want - is it in stock?A: Everything shown in our catalog is in stock and is ready to ship unless marked "Non-stock item" or "Out of Stock".Q: "Wholesaler Closeout"A: Closeout parts are our "clearance rack." They:Are new (unless marked "remanufactured") but may be older inventory ("last year's style") and look different than our regular inventory of the same part (a different color, for example, with a grease fitting newer parts do not have, or lacking hardware which was sold separately in the past)Were acquired at discounted prices from companies liquidating inventory (because they were overstocked, decided to carry a different brand, went out of business, etc.)Are limited to quantity on hand and cannot be replaced with regular inventory at the same priceI challenge you to copy the part of the help section that states an item listed in stock may not be in stock and no guarantee is made otherwise. Or the policy that if an sales item is incorrectly listed the cannot be held liable. Most reputable online retailers that have a specific policy of out of stock items will say in no uncertain terms that they reserve the right to cancel an order even after accepting payment and refund the amount paid for a sale part that is found to be out of stock. Since Rock Auto has no such policy listed then the act of charging my card constitutes a legally binding contract. Furthermore the "policy" Rock Auto keeps referring to is in the section I copied above. It states "limited to quantity on hand" and above that is their stated "policy" of items being in stock and ready to ship unless otherwise noted. Since no one at Rock Auto is claiming these parts were marked as "out of stock" or "non-stock item" then it stands that item was in stock at the time I placed my order. Since there is no policy reserving the right to cancel an order due to price change then they must honor their price. If they get away with this there will be no reason that they could not regularly perform bait and switch tactics by offering up sales prices and calling and offering full price merchandise after purchase and payment was made under the claim of incorrect stock listed.
Regards,
[redacted]
RockAuto is a retailer, not a manufacturer. We have no facilities to test parts. If the part is defective, we are happy to replace the part under the manufacturer’s warranty or provide a refund for a defective part within 30 days. Mr. Ware can use our Order Status & Returns page to report the...
failure and receive return instructions. If the radiator is not defective, we will not accept a return on a part that has been installed and modified, as our Help page explains.
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]
[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]
We are sorry for our mistake on Mrs. W[redacted]'s order. She reported the problem online using our Order Status & Returns page and we provided return instructions with a pre-paid shipping label. She bought a replacement locally, so we issued a full refund on 11/3.
Mr. [redacted] purchased Anchor 8300, which is listed as a transmission mount for a 1999 Honda Civic (our catalog makes no reference to being for the front or right, nor does Anchor's). Our catalog also showed him a picture of the part so he could verify it was what he needed. We verified with Anchor that the part is correctly listed as a transmission mount for his vehicle.We don't know why Mr. [redacted] thinks he needed a transmission mount. The part he claims is the part he needed is listed as a front motor mount by all reputable after-market mount manufacturers. We refunded him for the part he returned on 9/11. We offer no further refunds.
This customer
ordered the wrong hubs (he ordered 4 hole when he needed 5 hole) for
his vehicle and requested a return past our usual 30 day return
policy. We offered a return policy exception and allowed the
return of the two hubs. We sent him return instructions that
explicitly state we require a shipping box be used for return to
prevent damage to the box and part: “Put the part boxes in a
shipping box - returns sent in just the manufacturer's packaging may
not be refundable if the original box is damaged in shipping.” This
same information is reflected on our Policies
page. The customer did not use a shipping box for return of
either part.
The part returned to
New Jersey was refundable because
the part and the part box were received in undamaged, resellable
condition. The part returned to Maryland had multiple labels on the
part box and had a hole in the part box (see attached photos),
rendering it unable to be resold due to damage and therefore not
refundable. No additional refund will be issued for the second
part that the customer returned without a shipping box and which had
a damaged part box upon return.
We are sorry the pads Mr. [redacted] ordered did not contain the hardware he expected, and that the replacement appeared to have been "molested". We provided return instructions and a pre-paid shipiping label to return the second set of brake pads when he contacted us on 6/28/16. A manager returned his...
call later that day and offered to have FedEx pick up the package as a courtesy. The package is on the way back and we will issue a refund for the cost of the brake pads and the associated shipping, within 3 business days of delivery. We will not try a third timeto meet Mr. [redacted]'s expectations, nor provide additional compensation.
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.
Rock Auto has not resolved this issue to my satisfaction and continues to falsely advertise the parts they sell. Due to the number of similar complaints from other customers, I do not feel that they will take responsibility for errors in their advertising. My decision to support local business goes only so far as to support those standing behind their advertising.
Regards,
[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 think this whole process speaks volumes about the business's customer service. RockAuto doggedly defended their position for two months over a matter involving less than $10. The lost productivity by myself, RockAuto, and the Revdex.com in addressing the matter (several times) is nonsensical. In the end RockAuto only did the right thing when the Revdex.com held their feet to the fire. They lost a customer in the process. Hopefully, the business will embrace a model closer to Amazon's if they expect to flourish. I suggest they read online reviews concerning their customer service from a company not employed by them to gauge customer satisfaction. I don't think the majority of disenfranchised customers are unreasonable..........
I have reviewed the response made by the business in reference to complaint ID [redacted]. I can confirm I received a credit for the items in question and find that this resolution is satisfactory to me.
Regards,
[redacted]
On 3/24, Mr. [redacted] used our Order Status & Returns page to report
that he ordered the wrong part. We authorized his return. He chose to
receive store credit for his return. Minutes later, Mr. [redacted] called
us saying he was unable to get to our website or use it to obtain return
...
authorization. Our representative told Mr. [redacted] that he had already
completed the process of setting up his return online and that he just
needed to send the part back. We have not heard from him since, nor has
he returned his part.
Mr. [redacted]'s return is authorized until 4/21. He can obtain return
instructions from our Order Status & Returns page and, if he wishes,
generate a return shipping label (the cost of which will be deducted
from his refund, as our Help page notes:
http://www.rockauto.com/help/?page=4#RESPSHIP). Mr. [redacted] may choose a
refund to his original payment method instead of a store credit on our
Order Status & Returns page as well (provided he does so no later
than 4/21).
Mr. [redacted] purchased front and rear rotors listed as 12.6" and 13.98" diameters, respectively. Other sizes were also displayed for his 2006 Cadillac CTS. As our Help page explains, all parts listed fit the year/make/model/engine combination you chose. But if there are limiting factors (like...
"RWD vs. 4WD", "2-door vs. 4-door", or "w/ A.C. vs. w/o A/C"), they will be listed in the description. Please read listings carefully to ensure they match your application. If those measurements do not match his vehicle, then these parts were ordered incorrectly. 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 (http://www.rockauto.com/help/?page=4#Returns). Mr. [redacted] can use the return instructions we provided him on 6/9/16 to return the parts for a refund of the part cost.
[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]
We are sorry that Mr. [redacted] is not satisifed with the Power Stop brake rotor & brake pad kit he received. He contacted us on 7/9/16, stating that the rear rotors are incorrect. The manufacturer confirmed that the rotors he received are correct for his 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 and RockAuto is not responsible for any costs exceeding the cost of the part.
[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]
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'm sure if you search the help file, there is a mention on their website that a factory box is required for return of a part. In purchasing from this company over the past 5 years, I've never had a need to go search a help file. This is not a requirement of local parts distributors, and is not something mentioned at time of purchase from RockAuto. Had it been mentioned as a requirement up front, or full return instructions provided at time of purchase (rather than being available for download post-purchase), that would have prevented this problem from occurring.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]I have everything that Rockautio said in response. The dispute is over the fact that I had lost my home in a fire in November and I was working off of a 4 inch display on my phone. He states that that they refunded my core charge to my discover card. Yes for the second carburetor core was returned, for the correct carburetor. My point is about their accusation that I waited 7 months to return a product is an out right lie... The Fact is I have a letter instruction them to refund my money for the wrong order back to my discover card. I thought that letter was enough to let them know I needed the right carburetor and to credit my purchase of the wrong carburetor towards the correct one. Not only did they not put my money back on my discover card, (which my records show two carburetors charged to my account) Neither carburetor was put back on my card, it was put on their store credit... I am not a machine shop, why do I need store credit. Secondly, the first carburetor core charge was never put back of my credit card. So they owe me for that core charge that I sent back and never received credit for it... But the second correct correct carburetor core charge was put back on my card. This company is unscrupulous in their return policies. And they are lying about me getting my refund.... OK I admit I made a mistake on a 4 inch display of my phone and if I clicked a store credit it was because I wanted them to use that credit for my new order of the carburetor order.. Their policy is a scam to hold peoples money and their should be TWO CORE CREDITS to my discover card. They never did. So they owe me MY money back... Not only for the $208.38, but the core charge as well of $50.00 less return charge. This is the worst customer service I have EVER received by a huge corporation like Rockauto... Do they really need my business that bad that they have to keep my money because I lost everything in my life due to a fire and now that I have the ability to communicate with them they want to say, SORRY because you were homeless for 6 months is not our fault. That is basically is what Alissha told me on the phone. They are not going to work with me. This was not my fault, it was a typo on a small phone... I am 62 years old and my eyes are not quite what they used to be, but the compassion for someone that has suffered enough and now is living from day to day in my finances and they want to Treat me this was... The Fact Is... It's my money and they have no right to keep it... Period... I am going to spread the word about their policies on every social site I can. I am tired of there excuses of why they have the right to KEEP MY MONEY and not give me my money for the core charge That I Did Return.... I disagree with these liars... Keep my damn money... Rock Auto is the absolute WORSE company I have ever dealt with and I have been working on cars for almost 50 years... Rock Auto is corrupt and they Lie saying I waited 7 months to get a return, That's totally Absurd... You are the worst company out there.
RockAuto does not re-box or substitute parts, but we apologize that our catalog incorrectly described these control arms as possessing replaceable ball joints. After confirming with the manufacturer that the joints on this are not replaceable, we have removed that description from the listing and...
provided return instructions. We also sent a pre-paid label for Mr. [redacted] to return these parts for a full refund. Mr. [redacted] is welcome to place a new order for control arms that do have replaceable ball joints, but we cannot do an exchange for different part numbers on the same order.
On 5/26, Mr. [redacted] went to our Order Status & Returns page to report that the part he ordered was missing an advertised piece. We provided a prepaid FedEx return shipping label, which he used to return the part. We shipped him a free replacement.On 6/2, he reported the same problem with his...
replacement. Our representative followed up with the manufacturer of the part who confirmed that the missing piece (woodruff key) was not actually included, meaning our catalog was wrong. We provided a prepaid FedEx return shipping label so that Mr. [redacted] may return the part he ordered for a full refund. We will not provide a full refund until he returns the part.
The response by Rockauto is not true, and because of their fighting me over money that they owe me of $208.38, I have found in my records that they did not also,, return my $50.00 less return shipping, of the Carburetor Core... Rockauto states that I waited 6 months to return a part and then demand my money back is a lie. I returned the wrong carburetor they sent me and ordered another. Both times it was put on my discover card. I got my Core Charge back for the correct carburetor that was ordered 1/20/2017. But I never got my Core charge money returned from the first or that I placed on 1/15/2017 , which is the Carburetor that was put on Store Credit, Plus they did not give me my core return either. So now the amount that Rockauto owes me has risen bu another $50.00. This company's policies are the worst I have ever dealt with and I have been a customer since 2011, and the fact that they are lying to the Revdex.com in their response to the Revdex.com and trying to make their actions look proper and they have caused me more trouble in getting this straight. I do not accept Rockautos explanation because it is not true... I have the paper trail to prove it. I would like to explain this to the Revdex.com if you would call me. Thank you for your help in this matter.
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 copied and pasted this directly from RockAuto's "help Page" it clearly states...
Q: I see the part I want - is it in stock?A: Everything shown in our catalog is in stock and is ready to ship unless marked "Non-stock item" or "Out of Stock".Q: "Wholesaler Closeout"A: Closeout parts are our "clearance rack." They:Are new (unless marked "remanufactured") but may be older inventory ("last year's style") and look different than our regular inventory of the same part (a different color, for example, with a grease fitting newer parts do not have, or lacking hardware which was sold separately in the past)Were acquired at discounted prices from companies liquidating inventory (because they were overstocked, decided to carry a different brand, went out of business, etc.)Are limited to quantity on hand and cannot be replaced with regular inventory at the same priceI challenge you to copy the part of the help section that states an item listed in stock may not be in stock and no guarantee is made otherwise. Or the policy that if an sales item is incorrectly listed the cannot be held liable. Most reputable online retailers that have a specific policy of out of stock items will say in no uncertain terms that they reserve the right to cancel an order even after accepting payment and refund the amount paid for a sale part that is found to be out of stock. Since Rock Auto has no such policy listed then the act of charging my card constitutes a legally binding contract. Furthermore the "policy" Rock Auto keeps referring to is in the section I copied above. It states "limited to quantity on hand" and above that is their stated "policy" of items being in stock and ready to ship unless otherwise noted. Since no one at Rock Auto is claiming these parts were marked as "out of stock" or "non-stock item" then it stands that item was in stock at the time I placed my order. Since there is no policy reserving the right to cancel an order due to price change then they must honor their price. If they get away with this there will be no reason that they could not regularly perform bait and switch tactics by offering up sales prices and calling and offering full price merchandise after purchase and payment was made under the claim of incorrect stock listed.
Regards,
[redacted]
RockAuto is a retailer, not a manufacturer. We have no facilities to test parts. If the part is defective, we are happy to replace the part under the manufacturer’s warranty or provide a refund for a defective part within 30 days. Mr. Ware can use our Order Status & Returns page to report the...
failure and receive return instructions. If the radiator is not defective, we will not accept a return on a part that has been installed and modified, as our Help page explains.