On 2/11, Mr. [redacted], who lives on an overseas military base, ordered a part and chose SmartMail shipping. We shipped his part the next business day and the USPS delivered it to the Military Postal Service (the end carrier for military shipments) 2/16. On 3/10, he reported that he did not receive...
his part on our Order Status & Returns page. We immediately started a trace with the carrier. Mr. [redacted] contacted us on 3/17 saying he still did not have his part, so we shipped a replacement. On 3/24, tracking showed that he received the first part we shipped. Since we had already shipped him a replacement which was still in transit, we asked the customer if he wanted to pay for the extra part and keep it or return it. He did not respond. He has since contacted us and we allowed him to keep the extra part for free.
It appears that I should have inspected the wheel bearings within the 12 month warranty period in order to receive the warranty, at 8171 miles I would not think this failure should NOT have occurred and I bet that it was bad prior to the time I inspected it. It is very obvious to me that Rock Auto has no concern for customer service after the sale and I will simply not do any future business with them and will spread the word to all my friends who do their own repair work.
No one lied to Mr. [redacted]. We have 2 employees named Adam; one is a supervisor and one is not. Mr. [redacted] reported that his auto parts arrived scratched, with the paint chipped. We suggested they might still be usable, as these parts are meant to go under the car. Mr. [redacted] demanded...
replacements, so we issued him a prepaid label return label and paid the shipping to send a second set. Upon receiving the replacements, he reported the new parts were scratched as well. Since it seems that we cannot meet Mr. [redacted]’s expectations for scratch-free, under-car parts, we sent another set of return instructions and a prepaid shipping label to return the parts for a refund. He will receive a refund once the parts are returned.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] [redacted]
Mr. [redacted] set up a "Part Not Wanted" return on our Order Status & Returns page. 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 provided return instructions that directed him to pay all...
brokerage and transport charges, but he did not pay these charges and chose to have them billed to the recipient. The package was therefore refused by our warehouse. Mr. [redacted] did not return the part with a label from our site, so we were unable to confirm why his return was sent back to him when he called. We suggested he contact UPS for more information. If he would still like to return the part, we advise him to carefully follow the return instructions for international shipments. We will issue a refund once the part is returned.
On 5/27, Mr. [redacted] ordered a driver side rocker panel. On 6/1, he contacted us to report that he received a passenger side rocker panel. He chose to keep the part, but asked that we refund his shipping, which we did on 6/2.He ordered another driver side rocker panel later that day and contacted...
us asking that we ensure the correct part is shipped. One of our representatives contacted our warehouse to request that the part be checked prior to shipment.On 6/6, he went to our Order Status & Returns page to report that he received the wrong part again. We provided a prepaid FedEx return shipping label, which he used to return the part for a full refund (issued 6/14). We sell other rocker panels for his vehicle, which he is welcome to purchase.
[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 8/16 at 6:31pm CST, an individual fraudulently used Mr. [redacted]'s credit card information to order parts we had to special order from the manufacturer. We did not know the order was placed fraudulently at that time. We submitted the order to the manufacturer 13 minutes later. This particular...
manufacturer cannot cancel an order after it has been submitted, nor do they supply tracking information instantly (we did not get tracking for the order until it was already on the truck for delivery).On 8/17 at 11:28am, a member of our credit department received notice that there was suspicion of fraud. He contacted Mr. [redacted], who confirmed he did not place the order. We are sorry if that individual told Mr. [redacted] that his order could be canceled; it had already been special ordered with the manufacturer, so cancellation was not possible.Mr. [redacted] contacted us a few minutes later and the individual with whom he spoke indicated the order could not be canceled. We don't know why he thinks that she told him otherwise.We are sorry Mr. [redacted] is a victim of credit card theft. But we cannot refund him for parts we shipped in good faith and are no where to be found. He may have recourse with Visa and/or his bank.
Miss [redacted]'s rejection response contradicts her original message - she originally said "this is the first time I have ever placed an order with Rockauto" and in her rejection she talks about previous orders with RockAuto. She presents no information to change the situation and we have already made our final decision clear. Please remove this from the queue. Mrs. [redacted] shares a PayPal account with Mr. [redacted] and Mr. [redacted]. She also has the same billing and shipping address as Mr. [redacted]. We don't know why Mr. [redacted] and Mr. [redacted] don't find our products suitable, but their return rate this year is more than 50%, which is an order magnitude greater than the return rate of all our other customers. No merchant takes the decision to turn away business lightly, but their own behavior is telling us that our parts aren't what they need to get their jobs finished. When customer dissatisfaction is compounded with unprofitable sales, a reasonable merchant has no choice but to end the relationship, as painful as it is for everyone. Because this decision is a reflection of their own ordering patterns -- and not our unilateral whim -- it is a final decision. Thank you, [redacted] Customer Relations
When this customer returned his part, she returned it using return instructions that indicated she was returning a core rather than a newly received part. When it was received back, core credit was accordingly issued. After returning the part to us, she reported to our representative that she...
ordered the wrong part. We have since confirmed that it was in fact a new part that was sent back, so the customer was refunded for the remaining cost of the part to her original payment method on 8/13/15.As our Help page explains (http://www.rockauto.com/lang/en/answersTab4.html#Returns), every part we sell may be returned within 30 days for a refund of the part price. Shipping charges are not refundable unless the return is due to our mistake. Since the customer reported that she ordered the wrong part for her vehicle but we shipped what was ordered (which is not advertised as including and does not include a pulley), shipping is not refundable.
It still remains unclear why these
strut mounts did not fit this customer's vehicle. Both manufactures
confirmed the information in our online catalog is correct, yet the
customer reports these did not fit his vehicle. Since we shipped what
the customer ordered but they will not work for the...
customer, we
think the his solution of covering the return shipping costs is
reasonable considering neither party seems to be at fault. As the
customer requested, we have refunded his original payment method the
additional $13.32 for return shipping costs.
As our FAQ
page explains, the side is determined as if you are sitting in
the vehicle. We also include an image to help customers order
correctly. We're sorry if the customer was confused, but he ordered
and we shipped him the passenger side part.
When he returned the part he did...
not
return it in a shipping box as #4 in our return instructions asks
customers to do: “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.” If the box used to
ship it to the customer was too large, the customer could have used
another shipping box. The manufacture's box can not be resold due to
USPS labels covering the manufacture's part information on the box,
so the customer can either have the part returned to him at his
expense or we can dispose of the part. Since the customer ordered
incorrectly and then did not follow our return instructions, no
refund will be issued for this part. If the customer needs another
part, he can place a new order for the part through the site.
On 5/1, our warehouse reported that Mr. [redacted] returned 3 motor mounts without the manufacturer's packaging. As our Help page notes and as it is written on the return instructions Mr. [redacted] obtained from our website on 4/21, a returned part must be in its original, unmarked manufacturer's packaging...
for customers to receive credit (http://www.rockauto.com/help/?page=4#Returns). On 5/2, Mr. [redacted] contacted us to pay for the shipping label we used to return his 3 motor mounts. Mr. [redacted] admits he destroyed the manufacturer's packaging for the motor mounts he purchased; he may not return them again for a refund.
I know now to never deal with Rockauto for part and I hope that nobody else deal with them either. This issue is just going around in circle now. They can't accept they did wrong in this and their employee is to blame for this issue. Oh by the way the rack and pinion will be pull out of the vehicle tomorrow to be replace with a better quality one . The dealership never seen gear shear off the way it did and the dealership said it was a poor quality rack and pinion. They will start to lost customer with service and parts like this.
We are sorry that there was a problem with the fuel injectors Mr. [redacted] received. 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 (http://www.rockauto.com/docs/warranty.php).Because Mr. [redacted] would like to purchase new injectors to replace the remanufactured injectors he is returning, we made an exception to our warranty policy. We sent instructions to return the remanufactured fuel injectors for a store credit which will be valid for five (5) years from the date of issue and can be used to purchase new fuel injectors or anything else in the RockAuto catalog. We will issue this store credit once the parts are returned.
There was only one " Delay beyond our control" which was on Wednesday, why was nothing communicated during the whole day on Thursday. It should be posted if there was another delay, and it only showed departed in transit.
On 6/18, Mr. [redacted] contacted us to report that he received the wrong parts. We told him that he may arrange to have the parts refunded or replaced by reporting the problem on our Order Status & Returns page. He has yet to do so.
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. As our Policies
page explains, 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. We have a 30 day return policy, so we cover shipping
charges on products that fail in this time frame and allow a return
for refund rather than the usual part-for-part replacement. Since
this customer's pump failed within 30 days of purchase, we offered a
prepaid return label to send the part back for either reshipment of
the same part or a full refund on the order. The manufacturer does
not consider labor claims, so no labor costs will be refunded. The
customer can use the return instructions we emailed him to return the
part for a full refund or contact our customer service department
before sending the part back if he prefers a reshipment.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. This company has done this same thing to countless others. They refuse to accept the fact the Ford advises the parts are in fact the same size. They can easily pull a sample of each and measure them. They want this to be removed from your site. I am also willing to resubmit the complaint and will be contacting even more people to advise them of the lack of customer service this company has.
[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, It was unfortunate that I had to talk to so many people at Rock Auto to take care of an otherwise simple issue, It wasn't until I contacted both the Revdex.com and the original manufacture of the product that enough heat and pressure was provided to force rock auto to do the right thing. What they should have done in the first place..I am very disappointed with my treatment by several of the rockauto sales and service representative that it will be hard to forget the bad feelings I was left with..I eventually ordered replacement parts from a competitor and the packaging and product support was so much better. Lessons need to be learned coorporate wide at rock auto to change the bad customer service that seems to be widespread at this organization. for their sack and future customers sack if they think they want to sustain a long term business...
[redacted]
On 2/11, Mr. [redacted], who lives on an overseas military base, ordered a part and chose SmartMail shipping. We shipped his part the next business day and the USPS delivered it to the Military Postal Service (the end carrier for military shipments) 2/16. On 3/10, he reported that he did not receive...
his part on our Order Status & Returns page. We immediately started a trace with the carrier. Mr. [redacted] contacted us on 3/17 saying he still did not have his part, so we shipped a replacement. On 3/24, tracking showed that he received the first part we shipped. Since we had already shipped him a replacement which was still in transit, we asked the customer if he wanted to pay for the extra part and keep it or return it. He did not respond. He has since contacted us and we allowed him to keep the extra part for free.
It appears that I should have inspected the wheel bearings within the 12 month warranty period in order to receive the warranty, at 8171 miles I would not think this failure should NOT have occurred and I bet that it was bad prior to the time I inspected it. It is very obvious to me that Rock Auto has no concern for customer service after the sale and I will simply not do any future business with them and will spread the word to all my friends who do their own repair work.
No one lied to Mr. [redacted]. We have 2 employees named Adam; one is a supervisor and one is not. Mr. [redacted] reported that his auto parts arrived scratched, with the paint chipped. We suggested they might still be usable, as these parts are meant to go under the car. Mr. [redacted] demanded...
replacements, so we issued him a prepaid label return label and paid the shipping to send a second set. Upon receiving the replacements, he reported the new parts were scratched as well. Since it seems that we cannot meet Mr. [redacted]’s expectations for scratch-free, under-car parts, we sent another set of return instructions and a prepaid shipping label to return the parts for a refund. He will receive a refund once the parts are returned.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] [redacted]
Mr. [redacted] set up a "Part Not Wanted" return on our Order Status & Returns page. 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 provided return instructions that directed him to pay all...
brokerage and transport charges, but he did not pay these charges and chose to have them billed to the recipient. The package was therefore refused by our warehouse. Mr. [redacted] did not return the part with a label from our site, so we were unable to confirm why his return was sent back to him when he called. We suggested he contact UPS for more information. If he would still like to return the part, we advise him to carefully follow the return instructions for international shipments. We will issue a refund once the part is returned.
On 5/27, Mr. [redacted] ordered a driver side rocker panel. On 6/1, he contacted us to report that he received a passenger side rocker panel. He chose to keep the part, but asked that we refund his shipping, which we did on 6/2.He ordered another driver side rocker panel later that day and contacted...
us asking that we ensure the correct part is shipped. One of our representatives contacted our warehouse to request that the part be checked prior to shipment.On 6/6, he went to our Order Status & Returns page to report that he received the wrong part again. We provided a prepaid FedEx return shipping label, which he used to return the part for a full refund (issued 6/14). We sell other rocker panels for his vehicle, which he is welcome to purchase.
[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 8/16 at 6:31pm CST, an individual fraudulently used Mr. [redacted]'s credit card information to order parts we had to special order from the manufacturer. We did not know the order was placed fraudulently at that time. We submitted the order to the manufacturer 13 minutes later. This particular...
manufacturer cannot cancel an order after it has been submitted, nor do they supply tracking information instantly (we did not get tracking for the order until it was already on the truck for delivery).On 8/17 at 11:28am, a member of our credit department received notice that there was suspicion of fraud. He contacted Mr. [redacted], who confirmed he did not place the order. We are sorry if that individual told Mr. [redacted] that his order could be canceled; it had already been special ordered with the manufacturer, so cancellation was not possible.Mr. [redacted] contacted us a few minutes later and the individual with whom he spoke indicated the order could not be canceled. We don't know why he thinks that she told him otherwise.We are sorry Mr. [redacted] is a victim of credit card theft. But we cannot refund him for parts we shipped in good faith and are no where to be found. He may have recourse with Visa and/or his bank.
Miss [redacted]'s rejection response contradicts her original message - she originally said "this is the first time I have ever placed an order with Rockauto" and in her rejection she talks about previous orders with RockAuto. She presents no information to change the situation and we have already made our final decision clear. Please remove this from the queue. Mrs. [redacted] shares a PayPal account with Mr. [redacted] and Mr. [redacted]. She also has the same billing and shipping address as Mr. [redacted]. We don't know why Mr. [redacted] and Mr. [redacted] don't find our products suitable, but their return rate this year is more than 50%, which is an order magnitude greater than the return rate of all our other customers. No merchant takes the decision to turn away business lightly, but their own behavior is telling us that our parts aren't what they need to get their jobs finished. When customer dissatisfaction is compounded with unprofitable sales, a reasonable merchant has no choice but to end the relationship, as painful as it is for everyone. Because this decision is a reflection of their own ordering patterns -- and not our unilateral whim -- it is a final decision. Thank you, [redacted] Customer Relations
When this customer returned his part, she returned it using return instructions that indicated she was returning a core rather than a newly received part. When it was received back, core credit was accordingly issued. After returning the part to us, she reported to our representative that she...
ordered the wrong part. We have since confirmed that it was in fact a new part that was sent back, so the customer was refunded for the remaining cost of the part to her original payment method on 8/13/15.As our Help page explains (http://www.rockauto.com/lang/en/answersTab4.html#Returns), every part we sell may be returned within 30 days for a refund of the part price. Shipping charges are not refundable unless the return is due to our mistake. Since the customer reported that she ordered the wrong part for her vehicle but we shipped what was ordered (which is not advertised as including and does not include a pulley), shipping is not refundable.
It still remains unclear why these
strut mounts did not fit this customer's vehicle. Both manufactures
confirmed the information in our online catalog is correct, yet the
customer reports these did not fit his vehicle. Since we shipped what
the customer ordered but they will not work for the...
customer, we
think the his solution of covering the return shipping costs is
reasonable considering neither party seems to be at fault. As the
customer requested, we have refunded his original payment method the
additional $13.32 for return shipping costs.
As our FAQ
page explains, the side is determined as if you are sitting in
the vehicle. We also include an image to help customers order
correctly. We're sorry if the customer was confused, but he ordered
and we shipped him the passenger side part.
When he returned the part he did...
not
return it in a shipping box as #4 in our return instructions asks
customers to do: “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.” If the box used to
ship it to the customer was too large, the customer could have used
another shipping box. The manufacture's box can not be resold due to
USPS labels covering the manufacture's part information on the box,
so the customer can either have the part returned to him at his
expense or we can dispose of the part. Since the customer ordered
incorrectly and then did not follow our return instructions, no
refund will be issued for this part. If the customer needs another
part, he can place a new order for the part through the site.
On 5/1, our warehouse reported that Mr. [redacted] returned 3 motor mounts without the manufacturer's packaging. As our Help page notes and as it is written on the return instructions Mr. [redacted] obtained from our website on 4/21, a returned part must be in its original, unmarked manufacturer's packaging...
for customers to receive credit (http://www.rockauto.com/help/?page=4#Returns). On 5/2, Mr. [redacted] contacted us to pay for the shipping label we used to return his 3 motor mounts. Mr. [redacted] admits he destroyed the manufacturer's packaging for the motor mounts he purchased; he may not return them again for a refund.
I know now to never deal with Rockauto for part and I hope that nobody else deal with them either. This issue is just going around in circle now. They can't accept they did wrong in this and their employee is to blame for this issue. Oh by the way the rack and pinion will be pull out of the vehicle tomorrow to be replace with a better quality one . The dealership never seen gear shear off the way it did and the dealership said it was a poor quality rack and pinion. They will start to lost customer with service and parts like this.
We are sorry that there was a problem with the fuel injectors Mr. [redacted] received. 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 (http://www.rockauto.com/docs/warranty.php).Because Mr. [redacted] would like to purchase new injectors to replace the remanufactured injectors he is returning, we made an exception to our warranty policy. We sent instructions to return the remanufactured fuel injectors for a store credit which will be valid for five (5) years from the date of issue and can be used to purchase new fuel injectors or anything else in the RockAuto catalog. We will issue this store credit once the parts are returned.
There was only one " Delay beyond our control" which was on Wednesday, why was nothing communicated during the whole day on Thursday. It should be posted if there was another delay, and it only showed departed in transit.
On 6/18, Mr. [redacted] contacted us to report that he received the wrong parts. We told him that he may arrange to have the parts refunded or replaced by reporting the problem on our Order Status & Returns page. He has yet to do so.
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. As our Policies
page explains, 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. We have a 30 day return policy, so we cover shipping
charges on products that fail in this time frame and allow a return
for refund rather than the usual part-for-part replacement. Since
this customer's pump failed within 30 days of purchase, we offered a
prepaid return label to send the part back for either reshipment of
the same part or a full refund on the order. The manufacturer does
not consider labor claims, so no labor costs will be refunded. The
customer can use the return instructions we emailed him to return the
part for a full refund or contact our customer service department
before sending the part back if he prefers a reshipment.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. This company has done this same thing to countless others. They refuse to accept the fact the Ford advises the parts are in fact the same size. They can easily pull a sample of each and measure them. They want this to be removed from your site. I am also willing to resubmit the complaint and will be contacting even more people to advise them of the lack of customer service this company has.
[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, It was unfortunate that I had to talk to so many people at Rock Auto to take care of an otherwise simple issue, It wasn't until I contacted both the Revdex.com and the original manufacture of the product that enough heat and pressure was provided to force rock auto to do the right thing. What they should have done in the first place..I am very disappointed with my treatment by several of the rockauto sales and service representative that it will be hard to forget the bad feelings I was left with..I eventually ordered replacement parts from a competitor and the packaging and product support was so much better. Lessons need to be learned coorporate wide at rock auto to change the bad customer service that seems to be widespread at this organization. for their sack and future customers sack if they think they want to sustain a long term business...
[redacted]