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.
Ordering on the 20th, shipping on the 21st, and USPS Priority would be arrival on the 24th/25th. The job was scheduled for the 26th, your package arrived late in the afternoon on the 26th. This is not acceptable. Your refusal to overnight the screwed up packages is very unacceptable. Combining that refusal with not refunding for the expedited shipping is even more ridiculous.I'm on hour 8 on the phone with Paypal to try to fix the payment, they seem to be nearly as inept with customer service as you guys are.
Regards,
[redacted]l [redacted]
According to our return policy we accept returns
within 30 days, and Mr. [redacted] asked us to accept a return outside of
that time period, so we let him know that we could not accept the
return. We understand his concern that the Delphi part was marked
Bosch. We explain in our FAQ that we...
manufacturers sometimes buy parts
from other companies to brand as their own, which doesn't affect the
fit and function of the part.
Please remove this from our queue. The cus[redacted]er has introduced no new information and we have already stated warranties do not cover shipping in our original response. "We are sorry that Mr. [redacted]'s Dorman part failed after a few months of use. As our Warranties page explains, 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(http://www.rockauto.com/docs/warranty.php). When he set up his warranty online on 6/13/16, we offered 2 options for his warranty replacement. Mr. [redacted] chose "I want to place a new order, then return the defective part for a refund of the new order." Though the manufacturer does not cover shipping in a warranty situation, RockAuto refunds the outbound shipping on the new order as a courtesy to our cus[redacted]ers. Return shipping is not included and further contact from RockAuto is unnecessary."
We provided the customer with a prepaid shipping label that had all duties and taxes prepaid so he can return the part for a refund. Thank you, [redacted] Customer Relations
Mr. F[redacted] ordered a brake rotor and pad kit listed as "Rear" in our online catalog. The order was placed March 21, 2016 and when he called in May, he informed us that he accidentally ordered a rear kit instead of the front kit he needed. At this time, his order was three weeks outside of our 30-day...
return policy but we agreed to a one-time exception and sent return instructions to his email. When Mr. F[redacted] called on Sunday 9/18, he requested to speak to a supervisor. Due to limited weekend staffing, there was not a supervisor available. Our customer service representatives offered to have a supervisor call him back, but Mr. F[redacted] hung up on both representatives before they could confirm his contact information. We accept returns within 30 days, as our Help page explains (http://www.rockauto.com/help/?page=4#Returns ). Since the order was shipped 205 days ago, we will not accept a return.
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.
My dispute with Rock Auto predates the throttle body, back to a defective fuel pump they sold me in May 16. The only option they gave me at that time was a store credit, which still exists in the amount of $128.76. This company sold me two defective fuel pumps and then failed to repair my throttle body as agreed and provided no explanation. I don't consider this a reputable company and no [redacted]er wish to do business with them. I would like my store credit refunded to me.
Regards,
[redacted]
Transit
times and "Receive by" dates shown during checkout are
estimates by the carrier and, while usually accurate, are not
guaranteed by RockAuto, as our Help
page explains. This order was delivered within 5 business days of
shipment, within the carrier's standard delivery time...
frame.
The
customer ordered a hood that shipped via truck freight. The order
confirmation we emailed to her (sent immediately after the order was
placed) stated: “PLEASE UNWRAP AND
INSPECT ALL PARTS FOR DAMAGE BEFORE SIGNING
for truck freight shipments. It is difficult to obtain compensation
for damage after you have accepted the shipment.”
The
shipment was accepted and signed for upon delivery (see attached) at
the shipping address the customer specified, indicating that the
shipment was “received in good order.” The signed form reminded
the recipient to “check for damage before accepting delivery; do
not accept delivery if damage exists!”
Later
that day, the customer reported that the hood “appears to have been
crushed under other pallet on truck,” indicating damage occurred
during shipping. We filed a concealed damage claim with the carrier
on the customer's behalf, which - as we've informed the customer
already - takes up to 120 days after the claim is open to be
resolved. The claim was opened in early July, and we are currently
awaiting the results of that claim. Since the customer did sign for
the parts, any refund amount resulting from the concealed damage
claim through the carrier is subject to the carrier. We will contact
the customer when results are available and we will refund the
customer whatever the carrier agrees to refund on the claim.
Apologies for the delay in confirmation. My request for charge back with CC was accepted and I have received my money back. Please make sure this case is available in open on Revdex.com so that other buyers can see the handling of this case by the business prior to filing the dispute.Thank you!
On 5/9, Mr. [redacted] ordered a crankshaft for his car. The crankshaft was $345.79, which included a $125.00 "core" deposit which we would reimburse upon receiving Mr. [redacted] original crankshaft (his core). Our advertisement links to a page which explains what a core is and how one can recover his...
core deposit. That page says:"Your core does not need to be working (if it worked, you wouldn't have replaced it) but you will not receive core credit if it is smashed, rusted solid, or otherwise unusable."The manufacturer of the part includes a flyer inside of the box which notes "Cores returned for credit must be usable." It also says that no credit will be issued if the core "has multiple journals that have failed and are damaged to the point that they cannot be ground to .030".On 5/19, Mr. [redacted] went to our Order Status & Returns page to arrange his core return. On 5/26, our warehouse notified us that Mr. [redacted]'s core was not usable because 3 of the journals were worn beyond .030". We notified Mr. [redacted] that his core was not refundable and asked if he wanted it returned at his expense. He has yet to tell us what he wants us to do with the part.
Mr. [redacted] rejected our offer, but presents no new information and our responses have already responded to all the same points. Mr. [redacted] ordered a part listed in our catalog for a vehicle with "7 volt glow plugs". Since his vehicle has 4.4 volt glow plugs, he ordered incorrectly. As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake. We contacted the manufacturer and their technicians confirmed that the glue separation will not affect the fit or function of the part and is not considered a defect. We have provided return instructions and will issue a refund once the part is returned.Mr. [redacted]'s vehicle is the "incorrect application" because he ordered incorrectly. His vehicle has 4.4 volt glow plugs, but he ordered a part specified in our online catalog for 7 volt plugs. If the part has not been installed, Mr. [redacted] is welcome to return it. We will issue a refund once the part is returned, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.Please remove this from the queue.Thank you, [redacted] 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. Rockauto has admitted to falsely advertised their product and are not willing to honor their advertised product. I cannot afford to wait on returning the product and also waiting for a refund. Not only is Rockauto doing false advertising but they are also unwilling to make the problem right. I would like to keep the part and receive a full refund for all the inconvenience and stress I am having to deal with.
[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 to hear of Ms. [redacted]’s misfortune. We do not save credit card information, so we are not able to make charges to a credit card without customer authorization on a new order. We only have one order between October 2014 and December 2015 with Ms. [redacted]’s information, and it does not...
have a core charge. I have attached the Order Confirmation (35056479) for reference. Ms. [redacted] provided us with a list of charges and their dates (also attached), but we were unable to find any corresponding records in our system. Ms. [redacted]’s bank statement would reflect “RockAuto, LLC” for any charges authorized by our company. She does not have those statements, so we don’t know why she thinks we made these charges. There is nothing more we can do to assist without additional information.
The options the customer has outlined
are the available replacement options under the manufacturer's
warranty. We sympathize with the customer's financial situation, but
as a business we are unable to send out a new radiator without
payment for it. We require either a return in transit to us or...
a new
order placed through the website if he chooses to proceed with either
warranty replacement option.
We're sorry that two parts arrived late. This customer ordered four
parts on Sunday. Two parts shipped Monday and arrived on time on
Tuesday, but the remaining two parts from another location arrived
one business day late on Wednesday. We thought this was due to an
uncontrollable weather...
delay, but after further investigation found
that it was a shipment delay at the warehouse. Since the customer
paid for next business day express shipping but received 2 business
day express shipping for part of the order, he has been refunded for
the difference between the service he chose and the service he
received on these two late items.
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.you guys partially made the situation right by refunding and letting me keep the item but it was still false advertising and you did not stand behind that advertisement by not sending me the items that I messaged you about. Yes you did fix it for future customers that look at that item but still did not fulfill my order per the listing
Regards,
Anthony [redacted]
On 6/6 and 6/7, this Mr. [redacted] arranged returns for parts he did not want by going to our Order Status & Returns page. We authorized his return. He has since returned the parts and we issued his refund 6/19.
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 pointed to their help page in regards to their company policy. They do make mention that discount parts cannot be substituted for regular inventory but do not specifically limit liability on incorrect inventory. Simply stating stock is limited to what is on hand does not limit their liability to incorrect inventory listed. Stock on hand is assumed to be the inventory listed on the site. Furthermore, once I paid for items listed as in stock and they accepted payment it was a legally binding contract to provide parts for said price. Since regular inventory was the same part number there was no reason why it could not be substituted to fulfill legal obligation under purchase contract. There is no company policy listed that states they accept no liability for inventory errors and as such they should be required to fulfill the order at agreed upon pricing. Allowing them to simply state that they had an inventory error and offering me the same part at a significantly higher price will set a dangerous precedent where a discounted item deemed popular enough could have the discount removed without warning and under false pretense simply to boost profits. I hope that you also find that this could lead to questionable business practices not used by others in the industry. I would also like Rock Auto to provide a policy link on its website and not refer to a help page as this is also not how a reputable business operates. This leads to policy being buried in answers to help questions and is not an appropriate way to list rules and policies. I contend that this "policy" does not apply to my particular situation and even had it applied it was not readily accessible to myself the consumer.
Regards,
[redacted]
We apologize for the frustration this order. Mrs. [redacted] notified us on Thursday morning, 4/28/16, that there was a problem with the shipping. USPS confirmed that afternoon that the warehouse affixed the packing list displaying the return address instead of Mrs. [redacted]’s address. Though the shipping...
label was addressed correctly, the packing list confused their machines. The issue was fixed and the package sent on to the correct location. Mr. [redacted] spoke to a manager at RockAuto that evening, and we issued a refund of $5.99 for the shipping the next morning, 4/29/16. USPS successfully delivered the package on Saturday, 4/30/16.
Mr. [redacted] purchased ignition coils that we have sold 394 times. Of these sales, we have only received four warranty claims and three of these claims came from Mr. [redacted]. Given this excellent sales history, we will not remove this part from our catalog and are unsure why Mr. [redacted] is has reported so...
many failures. 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 (http://www.rockauto.com/docs/warranty.php), but we offered Mr. [redacted] a one-time exception to return the part for a refund under warranty. We will issue a refund once the part is returned, but shipping costs are not covered.
On 8/8/2016, Mr. [redacted] ordered a part by part number, not by using our vehicle catalog. On 5/25/2017, he went to our Order Status & Returns page to report that the part did not fit. In his report, he noted that he planned to install the part on a 2014 Subaru Legacy, which this part is not...
intended to fit. As our Help page notes, parts may be returned for a refund within 30 days of purchase (http://www.rockauto.com/help/?page=4#Returns). Since 11 months have passed since Mr. [redacted] placed his order, we will not accept his return.
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.
Ordering on the 20th, shipping on the 21st, and USPS Priority would be arrival on the 24th/25th. The job was scheduled for the 26th, your package arrived late in the afternoon on the 26th. This is not acceptable. Your refusal to overnight the screwed up packages is very unacceptable. Combining that refusal with not refunding for the expedited shipping is even more ridiculous.I'm on hour 8 on the phone with Paypal to try to fix the payment, they seem to be nearly as inept with customer service as you guys are.
Regards,
[redacted]l [redacted]
According to our return policy we accept returns
within 30 days, and Mr. [redacted] asked us to accept a return outside of
that time period, so we let him know that we could not accept the
return. We understand his concern that the Delphi part was marked
Bosch. We explain in our FAQ that we...
manufacturers sometimes buy parts
from other companies to brand as their own, which doesn't affect the
fit and function of the part.
Please remove this from our queue. The cus[redacted]er has introduced no new information and we have already stated warranties do not cover shipping in our original response. "We are sorry that Mr. [redacted]'s Dorman part failed after a few months of use. As our Warranties page explains, 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(http://www.rockauto.com/docs/warranty.php). When he set up his warranty online on 6/13/16, we offered 2 options for his warranty replacement. Mr. [redacted] chose "I want to place a new order, then return the defective part for a refund of the new order." Though the manufacturer does not cover shipping in a warranty situation, RockAuto refunds the outbound shipping on the new order as a courtesy to our cus[redacted]ers. Return shipping is not included and further contact from RockAuto is unnecessary."
We provided the customer with a prepaid shipping label that had all duties and taxes prepaid so he can return the part for a refund. Thank you, [redacted] Customer Relations
Mr. F[redacted] ordered a brake rotor and pad kit listed as "Rear" in our online catalog. The order was placed March 21, 2016 and when he called in May, he informed us that he accidentally ordered a rear kit instead of the front kit he needed. At this time, his order was three weeks outside of our 30-day...
return policy but we agreed to a one-time exception and sent return instructions to his email. When Mr. F[redacted] called on Sunday 9/18, he requested to speak to a supervisor. Due to limited weekend staffing, there was not a supervisor available. Our customer service representatives offered to have a supervisor call him back, but Mr. F[redacted] hung up on both representatives before they could confirm his contact information. We accept returns within 30 days, as our Help page explains (http://www.rockauto.com/help/?page=4#Returns ). Since the order was shipped 205 days ago, we will not accept a return.
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.
My dispute with Rock Auto predates the throttle body, back to a defective fuel pump they sold me in May 16. The only option they gave me at that time was a store credit, which still exists in the amount of $128.76. This company sold me two defective fuel pumps and then failed to repair my throttle body as agreed and provided no explanation. I don't consider this a reputable company and no [redacted]er wish to do business with them. I would like my store credit refunded to me.
Regards,
[redacted]
Transit
times and "Receive by" dates shown during checkout are
estimates by the carrier and, while usually accurate, are not
guaranteed by RockAuto, as our Help
page explains. This order was delivered within 5 business days of
shipment, within the carrier's standard delivery time...
frame.
The
customer ordered a hood that shipped via truck freight. The order
confirmation we emailed to her (sent immediately after the order was
placed) stated: “PLEASE UNWRAP AND
INSPECT ALL PARTS FOR DAMAGE BEFORE SIGNING
for truck freight shipments. It is difficult to obtain compensation
for damage after you have accepted the shipment.”
The
shipment was accepted and signed for upon delivery (see attached) at
the shipping address the customer specified, indicating that the
shipment was “received in good order.” The signed form reminded
the recipient to “check for damage before accepting delivery; do
not accept delivery if damage exists!”
Later
that day, the customer reported that the hood “appears to have been
crushed under other pallet on truck,” indicating damage occurred
during shipping. We filed a concealed damage claim with the carrier
on the customer's behalf, which - as we've informed the customer
already - takes up to 120 days after the claim is open to be
resolved. The claim was opened in early July, and we are currently
awaiting the results of that claim. Since the customer did sign for
the parts, any refund amount resulting from the concealed damage
claim through the carrier is subject to the carrier. We will contact
the customer when results are available and we will refund the
customer whatever the carrier agrees to refund on the claim.
Apologies for the delay in confirmation. My request for charge back with CC was accepted and I have received my money back. Please make sure this case is available in open on Revdex.com so that other buyers can see the handling of this case by the business prior to filing the dispute.Thank you!
On 5/9, Mr. [redacted] ordered a crankshaft for his car. The crankshaft was $345.79, which included a $125.00 "core" deposit which we would reimburse upon receiving Mr. [redacted] original crankshaft (his core). Our advertisement links to a page which explains what a core is and how one can recover his...
core deposit. That page says:"Your core does not need to be working (if it worked, you wouldn't have replaced it) but you will not receive core credit if it is smashed, rusted solid, or otherwise unusable."The manufacturer of the part includes a flyer inside of the box which notes "Cores returned for credit must be usable." It also says that no credit will be issued if the core "has multiple journals that have failed and are damaged to the point that they cannot be ground to .030".On 5/19, Mr. [redacted] went to our Order Status & Returns page to arrange his core return. On 5/26, our warehouse notified us that Mr. [redacted]'s core was not usable because 3 of the journals were worn beyond .030". We notified Mr. [redacted] that his core was not refundable and asked if he wanted it returned at his expense. He has yet to tell us what he wants us to do with the part.
Mr. [redacted] rejected our offer, but presents no new information and our responses have already responded to all the same points. Mr. [redacted] ordered a part listed in our catalog for a vehicle with "7 volt glow plugs". Since his vehicle has 4.4 volt glow plugs, he ordered incorrectly. As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake. We contacted the manufacturer and their technicians confirmed that the glue separation will not affect the fit or function of the part and is not considered a defect. We have provided return instructions and will issue a refund once the part is returned.Mr. [redacted]'s vehicle is the "incorrect application" because he ordered incorrectly. His vehicle has 4.4 volt glow plugs, but he ordered a part specified in our online catalog for 7 volt plugs. If the part has not been installed, Mr. [redacted] is welcome to return it. We will issue a refund once the part is returned, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.Please remove this from the queue.Thank you, [redacted] 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. Rockauto has admitted to falsely advertised their product and are not willing to honor their advertised product. I cannot afford to wait on returning the product and also waiting for a refund. Not only is Rockauto doing false advertising but they are also unwilling to make the problem right. I would like to keep the part and receive a full refund for all the inconvenience and stress I am having to deal with.
[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 to hear of Ms. [redacted]’s misfortune. We do not save credit card information, so we are not able to make charges to a credit card without customer authorization on a new order. We only have one order between October 2014 and December 2015 with Ms. [redacted]’s information, and it does not...
have a core charge. I have attached the Order Confirmation (35056479) for reference. Ms. [redacted] provided us with a list of charges and their dates (also attached), but we were unable to find any corresponding records in our system. Ms. [redacted]’s bank statement would reflect “RockAuto, LLC” for any charges authorized by our company. She does not have those statements, so we don’t know why she thinks we made these charges. There is nothing more we can do to assist without additional information.
The options the customer has outlined
are the available replacement options under the manufacturer's
warranty. We sympathize with the customer's financial situation, but
as a business we are unable to send out a new radiator without
payment for it. We require either a return in transit to us or...
a new
order placed through the website if he chooses to proceed with either
warranty replacement option.
We're sorry that two parts arrived late. This customer ordered four
parts on Sunday. Two parts shipped Monday and arrived on time on
Tuesday, but the remaining two parts from another location arrived
one business day late on Wednesday. We thought this was due to an
uncontrollable weather...
delay, but after further investigation found
that it was a shipment delay at the warehouse. Since the customer
paid for next business day express shipping but received 2 business
day express shipping for part of the order, he has been refunded for
the difference between the service he chose and the service he
received on these two late items.
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.you guys partially made the situation right by refunding and letting me keep the item but it was still false advertising and you did not stand behind that advertisement by not sending me the items that I messaged you about. Yes you did fix it for future customers that look at that item but still did not fulfill my order per the listing
Regards,
Anthony [redacted]
On 6/6 and 6/7, this Mr. [redacted] arranged returns for parts he did not want by going to our Order Status & Returns page. We authorized his return. He has since returned the parts and we issued his refund 6/19.
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 pointed to their help page in regards to their company policy. They do make mention that discount parts cannot be substituted for regular inventory but do not specifically limit liability on incorrect inventory. Simply stating stock is limited to what is on hand does not limit their liability to incorrect inventory listed. Stock on hand is assumed to be the inventory listed on the site. Furthermore, once I paid for items listed as in stock and they accepted payment it was a legally binding contract to provide parts for said price. Since regular inventory was the same part number there was no reason why it could not be substituted to fulfill legal obligation under purchase contract. There is no company policy listed that states they accept no liability for inventory errors and as such they should be required to fulfill the order at agreed upon pricing. Allowing them to simply state that they had an inventory error and offering me the same part at a significantly higher price will set a dangerous precedent where a discounted item deemed popular enough could have the discount removed without warning and under false pretense simply to boost profits. I hope that you also find that this could lead to questionable business practices not used by others in the industry. I would also like Rock Auto to provide a policy link on its website and not refer to a help page as this is also not how a reputable business operates. This leads to policy being buried in answers to help questions and is not an appropriate way to list rules and policies. I contend that this "policy" does not apply to my particular situation and even had it applied it was not readily accessible to myself the consumer.
Regards,
[redacted]
We apologize for the frustration this order. Mrs. [redacted] notified us on Thursday morning, 4/28/16, that there was a problem with the shipping. USPS confirmed that afternoon that the warehouse affixed the packing list displaying the return address instead of Mrs. [redacted]’s address. Though the shipping...
label was addressed correctly, the packing list confused their machines. The issue was fixed and the package sent on to the correct location. Mr. [redacted] spoke to a manager at RockAuto that evening, and we issued a refund of $5.99 for the shipping the next morning, 4/29/16. USPS successfully delivered the package on Saturday, 4/30/16.
Mr. [redacted] purchased ignition coils that we have sold 394 times. Of these sales, we have only received four warranty claims and three of these claims came from Mr. [redacted]. Given this excellent sales history, we will not remove this part from our catalog and are unsure why Mr. [redacted] is has reported so...
many failures. 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 (http://www.rockauto.com/docs/warranty.php), but we offered Mr. [redacted] a one-time exception to return the part for a refund under warranty. We will issue a refund once the part is returned, but shipping costs are not covered.
On 8/8/2016, Mr. [redacted] ordered a part by part number, not by using our vehicle catalog. On 5/25/2017, he went to our Order Status & Returns page to report that the part did not fit. In his report, he noted that he planned to install the part on a 2014 Subaru Legacy, which this part is not...
intended to fit. As our Help page notes, parts may be returned for a refund within 30 days of purchase (http://www.rockauto.com/help/?page=4#Returns). Since 11 months have passed since Mr. [redacted] placed his order, we will not accept his return.