This
customer ordered on 7/22/2015 but didn't report a problem until
9/14/2015. We accept returns within 30 days, as our Help page
explains [redacted].
If we make a mistake and the problem is reported within 30 days, we
can offer a return for...
replacement or full refund. Since the order is
past our return window we would normally not accept a return for the
customer's order. Since this is still covered by the manufacturer's
warranty we have offered the customer a return for reshipment of the
correct part, even though this is not usually what manufacturer's
warranties are designed to address. He has all return instructions
necessary for returning the incorrect parts for reshipment of the
correct parts under exception of our and the manufacturer's usual
policies.
Dr. [redacted] ordered an alternator for a vehicle manufacturered on or after November 3, 2004, as specified in our online catalog. His vehicle was manufactured in August of 2004, so he ordered incorrectly.As our Help page explains, we will not accept returns of parts that have been installed...
(http://www.rockauto.com/help/?page=4#Returns). Once a part is installed, RockAuto honors the warranty provided by the manufacturer of the product. Because this alternator was installed in a vehicle for which it was not designed, the manufacturer's warranty is void.
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's account of this matter is inaccurate. I asked that they rectify their error, by sending me the correct part immediately, since I could would not be able to get to a FedEx office for another day. They sent me an incorrectly packaged part of no use to me. They refused to send me what I ordered and paid for. I ve purchased several hundred dollars of parts with them in the past so I didn't consider myself a high risk. Their error cost me several hundred $ when the smoke cleared, which is my problem, I understand. I do not consider this complaint resolved.
Regards,
[redacted]
Dear Sir, I have sent the defective caliper back to Rockauto with a note in which I told them that they had sent me a defective caliper and that I wanted a complete refund or a new caliper.They sent a message back that they had received the caliper and I only get the core money refunded (not...
the complete caliper). No warranty at all. Thank for your mediation. Best regards,
Mr. [redacted] ordered rotors on 11/7 and called us to report that the rotors had failed on 12/12. We provided him with warranty options and he chose to place a new order for the replacements. When he received the new rotors, he was not comfortable installing them, so we provided return instructions...
with prepaid shipping labels for his two orders. We issued a full refunds for the original and replacement orders on 1/5 and 1/10. We are sorry if our representative was less than professional and hope Mr. [redacted] gives us another chance in the future.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
The part did not ship friday. It was inputted friday & did not ship until monday. Full refund was received 01/14/2015 ending my business with rock auto. I will not reorder from rock auto. They should not be listed as a "better business" due to extremely poor customer service practices.
On 5/25/2017 5:18pm CST, Mr. [redacted] placed an order and chose DHL Domestic Express shipping. His shopping cart and checkout page showed "You should receive by Tuesday, May 30". We shipped his part the following day. DHL attempted delivery on Tuesday, May 30, but report that the recipient was not...
home. They delivered the part the following day.We are sorry Mr. [redacted] did not get his part when he hoped. But since we shipped his part on time and delivery was attempted on the expected delivery date, we cannot refund his shipping. If he does not want the part he received, he may arrange a return on our Order Status & Returns page. If he does not prefer DHL for future shipments, we offer other express shipping methods for most parts.
The first line of
the customer's submission refers to order [redacted], on which a
catalog error was discovered and the customer was refunded in full
(including all shipping) for the return.
On
Tue 9/1/2015 after 8 AM CST, this customer placed order [redacted]
and
selected Next Business
Day...
Express shipping, which our site told him would be delivered on
Thursday 9/3/15. We try hard to ship orders the same day, but
the final checkout page of our site does ask for 24 hours to process
and ship orders. For any order placed after 8am CST, our site assumes
shipment the following business day (as occurred with this order). We
like to be clear about delivery expectations, which is why we include
a "You should receive by" date during online checkout based
on the shipping method chosen.
The order shipped on Wednesday 9/2/15,
and was delivered the next business day from shipment on Thursday,
9/3/15 – on time as specified. No refund is due.
Mr. [redacted] purchased a Beck/Arnley ABS wheel speed sensor from us on 7/25/16. We ordered it from the manufacturer, and they shipped it to him directly. Beck/Arnley confirmed that this part is always packaged in a sealed plastic bag with a blue Beck/Arnley box (photos attached). Mr. [redacted]'s...
return was received by our warehouse in the sealed plastic bag, but missing the blue Beck/Arnley box. As our Help page explains, to receive credit, a returned part must be complete and in its original, unmarked manufacturer's packaging. If Mr. [redacted] would like the part back, he can contact us directly to remit payment of $10.78 for the round trip shipping ($5.39 shipping to us on our label, $5.39 shipping back to him). Otherwise we can discard the part.
Customer submitted Revdex.com complaint about these two orders. My reply: This customer placed two orders (one in December and one in March) for a 1992 INDMAR for a total of 8 spark plugs ($1.07 each). He let us know he ordered the wrong size spark plugs despite our listing specifying the size, so he...
doesn't need these parts. The customer claims he needs Autolite 104's, but this part number is not designed for the 1992 INDMAR so we're not sure what boat the customer has. RockAuto accepts returns within 30 days. Since both orders were over 30 days old by the time the customer requested a return, these are no longer returnable for refund.
Ms. [redacted] decided to return these shock absorbers as unwanted parts. She elected to purchase an optional return label from our Order Status & Returns page, and approved a cost of $9.01 to be deducted from her refund for the return shipping. 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. Ms. [redacted] has been refunded $282.57 (Credit itemization: Part: $145.79 + Part: $145.79 - Return Shipping Deduction: $9.01) for the cost of her returned parts, but no shipping refund is due because the return was not due to our mistake.
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 view is that if whomever is packaging the product and misses an idea or if the shipping carrier miss handles the package why is the customer at fault? When a photo was requested of a damaged product or package it was always provided. When I spoke with a manager I offered to have packages delivered to a shipping store so if there is damage or missing items a third party will observe this. I was advised this would be ok and would work. After placing this order I was once again turned away and told I could not speak with anyone at rockauto. I now am unable to obtain the parts I need to fix my vehicle. I work for the Government and never in my life was I trained to treat customers this way.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
As the correspondence Ms. [redacted] provided notes, she told us that "the bolt holes do not match what so ever." It was reasonable to conclude that her attempt to install the part failed before she altered the part from its new condition because she noticed the problem with the bolt hole alignment before continuing further. Our warehouse reported that the bolt holes showed obvious signs of being torqued down, meaning Ms. [redacted] chose to attempt installation of bolts she knew were not properly aligned. We are sorry we misinterpreted her initial report, which is why we paid the cost of returning the clutch kit she sent us. But we will not refund her for a clutch kit she installed, nor the amount she paid to ship the part to us.
We are sorry if our representatives were less than professional.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 labor costs or other expenses (http://www.rockauto.com/docs/warranty.php). Warranties do not include shipping, but because we value our customers, RockAuto covers the cost to ship the replacement using the least expensive shipping method. Because the struts that Miss [redacted] ordered are currently out-of-stock, she can return them for a refund. We provided return instructions by email and will issue a refund once the parts are returned. As explained, the warranty does not offer compensation for the damages the struts caused to Miss [redacted]'s vehicle, so we will refund the cost of the parts and economy shipping.
Mr. [redacted] ordered Thursday night, 10/13, and chose Next Business Day Express shipping. We shipped his part the next morning, Friday 10/14, and he received it in 1 business day on Monday 10/17. We are not sure why he thought the order would arrive sooner, since we showed "You should receive by...
Monday, October 17, 2016" in his shopping cart and shipment confirmation.We apologize if our representative was less than professional. Our Order Status & Returns page (http://www.rockauto.com/orderstatus) can provide immediate solutions 24/7, without the need for multiple emails or waiting on hold and self-service helps keep our prices low for everyone. Mr. [redacted] set up a "Part Not Wanted" return on our Order Status & Returns page and we provided return instructions. He never indicated that there was any damage to the shipment and our warehouse received his return in new, resellable condition. We issued a refund on 10/24, 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.
This customer placed this order on
5/7/2015 but didn't report a problem until 8/10/15. We accept returns
within 30 days, as
our Help page explains. Since the order is outside our return
window and beyond the manufacturer's 60 day warranty, we
unfortunately can not accept a return for refund or...
I explained to them what happened and even went to where I got the part installed and got the receipt when I told rock auto I had the receipt they told me time had already passed to return the part
Our Warranties page explains that, like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product. As shown on this page and the Info page for the purchased part manufacturer warranties for A/C...
compressors require proof of purchase of an Orifice Tube, Drier, and A/C System Flush to prevent premature failure of the compressor. Miss [redacted] purchased the drier from RockAuto, but she is not able to provide proof of purchase for the orifice tube and flush, so the warranty is void.If Miss [redacted] provides us with a proof of purchase for the orifice tube and flush, we will provide return instructions with a pre-paid shipping label and issue a full refund once the part is returned.
As our Help
page explains, sometimes manufacturers buy parts from other
manufacturers and re-sell them as their own. In doing so, they
declare the quality of the part worthy of their name and stand behind
the product with their warranty. We have no control over manufacturer
supply chains. When...
we buy a part from Brand X, we pay X's price for
it, and the customer's price is based on our cost. If a customer
disagrees with a manufacturer's purchasing decision, they may return
the part. Shipping is not refundable, and if the part is re-ordered
the same brand and part number, it's likely an identical part would
be received.
Manufacturers often make parts to be
sold by others (Kenmore appliances, store-brand cereals, etc.).
"Private
Label Pkg" means the part may be in a different box, and the
features, fitment, and function should be the same. The warranty (and
the quality) may be different than for parts the manufacturer sells
under its own brand.
In May, this customer purchased a
Hayden radiator fan clutch. We shipped what was ordered and in July,
outside our return window, he reported being unhappy that it was made
in China rather than in Germany. The stamp on the representative
image in our catalog states where that particular part was
manufactured and its manufacture date, but does not guarantee the
country of manufacture of all parts Hayden sells as their own any
more than it guarantees that all Hayden parts were manufactured on
the represented date stamp. We allowed an exception to our return
policy by accepting the part for a return, but explained that since
we shipped what was ordered no shipping was refundable.
In July the customer ordered a Private
Label Package Sachs radiator fan clutch and was sent what was
ordered. His complaint was similar, and we again explained that the
manufacturer (Sachs) decided to source this part from another
manufacturer (Hamburg-Technic), but in purchasing and selling it as
their own it is considered a Sachs part. The customer is welcome to
return this for a refund of the part price. No shipping will be
refunded.
We are sorry that Mr. [redacted] is unsatisfied with the parts he ordered. He set up a return online using our Order Status & Returns page and told us "My vehicle does not match the description or the part I need is different than described", indicating he ordered the wrong part 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. When Mr. [redacted] attempted to return the parts in person, our warehouse staff explained that they could accept the part and RockAuto would refund his original order, but refunds are processed at the corporate office, not at the warehouse. Mr. [redacted] was unwilling to leave the parts without receiving an in-person refund, so we were not able to process his return. Mr. [redacted] is welcome to return the parts within 30 days, as our Help page explains (Return Policy), and we will issue his refund to the payment method from his original RockAuto order within 3 business days of receiving his return.
This
customer ordered on 7/22/2015 but didn't report a problem until
9/14/2015. We accept returns within 30 days, as our Help page
explains [redacted].
If we make a mistake and the problem is reported within 30 days, we
can offer a return for...
replacement or full refund. Since the order is
past our return window we would normally not accept a return for the
customer's order. Since this is still covered by the manufacturer's
warranty we have offered the customer a return for reshipment of the
correct part, even though this is not usually what manufacturer's
warranties are designed to address. He has all return instructions
necessary for returning the incorrect parts for reshipment of the
correct parts under exception of our and the manufacturer's usual
policies.
Dr. [redacted] ordered an alternator for a vehicle manufacturered on or after November 3, 2004, as specified in our online catalog. His vehicle was manufactured in August of 2004, so he ordered incorrectly.As our Help page explains, we will not accept returns of parts that have been installed...
(http://www.rockauto.com/help/?page=4#Returns). Once a part is installed, RockAuto honors the warranty provided by the manufacturer of the product. Because this alternator was installed in a vehicle for which it was not designed, the manufacturer's warranty is void.
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's account of this matter is inaccurate. I asked that they rectify their error, by sending me the correct part immediately, since I could would not be able to get to a FedEx office for another day. They sent me an incorrectly packaged part of no use to me. They refused to send me what I ordered and paid for. I ve purchased several hundred dollars of parts with them in the past so I didn't consider myself a high risk. Their error cost me several hundred $ when the smoke cleared, which is my problem, I understand. I do not consider this complaint resolved.
Regards,
[redacted]
Dear Sir, I have sent the defective caliper back to Rockauto with a note in which I told them that they had sent me a defective caliper and that I wanted a complete refund or a new caliper.They sent a message back that they had received the caliper and I only get the core money refunded (not...
the complete caliper). No warranty at all. Thank for your mediation. Best regards,
Mr. [redacted] ordered rotors on 11/7 and called us to report that the rotors had failed on 12/12. We provided him with warranty options and he chose to place a new order for the replacements. When he received the new rotors, he was not comfortable installing them, so we provided return instructions...
with prepaid shipping labels for his two orders. We issued a full refunds for the original and replacement orders on 1/5 and 1/10. We are sorry if our representative was less than professional and hope Mr. [redacted] gives us another chance in the future.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
The part did not ship friday. It was inputted friday & did not ship until monday. Full refund was received 01/14/2015 ending my business with rock auto. I will not reorder from rock auto. They should not be listed as a "better business" due to extremely poor customer service practices.
On 5/25/2017 5:18pm CST, Mr. [redacted] placed an order and chose DHL Domestic Express shipping. His shopping cart and checkout page showed "You should receive by Tuesday, May 30". We shipped his part the following day. DHL attempted delivery on Tuesday, May 30, but report that the recipient was not...
home. They delivered the part the following day.We are sorry Mr. [redacted] did not get his part when he hoped. But since we shipped his part on time and delivery was attempted on the expected delivery date, we cannot refund his shipping. If he does not want the part he received, he may arrange a return on our Order Status & Returns page. If he does not prefer DHL for future shipments, we offer other express shipping methods for most parts.
The first line of
the customer's submission refers to order [redacted], on which a
catalog error was discovered and the customer was refunded in full
(including all shipping) for the return.
On
Tue 9/1/2015 after 8 AM CST, this customer placed order [redacted]
and
selected Next Business
Day...
Express shipping, which our site told him would be delivered on
Thursday 9/3/15. We try hard to ship orders the same day, but
the final checkout page of our site does ask for 24 hours to process
and ship orders. For any order placed after 8am CST, our site assumes
shipment the following business day (as occurred with this order). We
like to be clear about delivery expectations, which is why we include
a "You should receive by" date during online checkout based
on the shipping method chosen.
The order shipped on Wednesday 9/2/15,
and was delivered the next business day from shipment on Thursday,
9/3/15 – on time as specified. No refund is due.
Mr. [redacted] purchased a Beck/Arnley ABS wheel speed sensor from us on 7/25/16. We ordered it from the manufacturer, and they shipped it to him directly. Beck/Arnley confirmed that this part is always packaged in a sealed plastic bag with a blue Beck/Arnley box (photos attached). Mr. [redacted]'s...
return was received by our warehouse in the sealed plastic bag, but missing the blue Beck/Arnley box. As our Help page explains, to receive credit, a returned part must be complete and in its original, unmarked manufacturer's packaging. If Mr. [redacted] would like the part back, he can contact us directly to remit payment of $10.78 for the round trip shipping ($5.39 shipping to us on our label, $5.39 shipping back to him). Otherwise we can discard the part.
Customer submitted Revdex.com complaint about these two orders. My reply: This customer placed two orders (one in December and one in March) for a 1992 INDMAR for a total of 8 spark plugs ($1.07 each). He let us know he ordered the wrong size spark plugs despite our listing specifying the size, so he...
doesn't need these parts. The customer claims he needs Autolite 104's, but this part number is not designed for the 1992 INDMAR so we're not sure what boat the customer has. RockAuto accepts returns within 30 days. Since both orders were over 30 days old by the time the customer requested a return, these are no longer returnable for refund.
Ms. [redacted] decided to return these shock absorbers as unwanted parts. She elected to purchase an optional return label from our Order Status & Returns page, and approved a cost of $9.01 to be deducted from her refund for the return shipping. 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. Ms. [redacted] has been refunded $282.57 (Credit itemization: Part: $145.79 + Part: $145.79 - Return Shipping Deduction: $9.01) for the cost of her returned parts, but no shipping refund is due because the return was not due to our mistake.
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 view is that if whomever is packaging the product and misses an idea or if the shipping carrier miss handles the package why is the customer at fault? When a photo was requested of a damaged product or package it was always provided. When I spoke with a manager I offered to have packages delivered to a shipping store so if there is damage or missing items a third party will observe this. I was advised this would be ok and would work. After placing this order I was once again turned away and told I could not speak with anyone at rockauto. I now am unable to obtain the parts I need to fix my vehicle. I work for the Government and never in my life was I trained to treat customers this way.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
As the correspondence Ms. [redacted] provided notes, she told us that "the bolt holes do not match what so ever." It was reasonable to conclude that her attempt to install the part failed before she altered the part from its new condition because she noticed the problem with the bolt hole alignment before continuing further. Our warehouse reported that the bolt holes showed obvious signs of being torqued down, meaning Ms. [redacted] chose to attempt installation of bolts she knew were not properly aligned. We are sorry we misinterpreted her initial report, which is why we paid the cost of returning the clutch kit she sent us. But we will not refund her for a clutch kit she installed, nor the amount she paid to ship the part to us.
We are sorry if our representatives were less than professional.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 labor costs or other expenses (http://www.rockauto.com/docs/warranty.php). Warranties do not include shipping, but because we value our customers, RockAuto covers the cost to ship the replacement using the least expensive shipping method. Because the struts that Miss [redacted] ordered are currently out-of-stock, she can return them for a refund. We provided return instructions by email and will issue a refund once the parts are returned. As explained, the warranty does not offer compensation for the damages the struts caused to Miss [redacted]'s vehicle, so we will refund the cost of the parts and economy shipping.
Mr. [redacted] ordered Thursday night, 10/13, and chose Next Business Day Express shipping. We shipped his part the next morning, Friday 10/14, and he received it in 1 business day on Monday 10/17. We are not sure why he thought the order would arrive sooner, since we showed "You should receive by...
Monday, October 17, 2016" in his shopping cart and shipment confirmation.We apologize if our representative was less than professional. Our Order Status & Returns page (http://www.rockauto.com/orderstatus) can provide immediate solutions 24/7, without the need for multiple emails or waiting on hold and self-service helps keep our prices low for everyone. Mr. [redacted] set up a "Part Not Wanted" return on our Order Status & Returns page and we provided return instructions. He never indicated that there was any damage to the shipment and our warehouse received his return in new, resellable condition. We issued a refund on 10/24, 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.
This customer placed this order on
5/7/2015 but didn't report a problem until 8/10/15. We accept returns
within 30 days, as
our Help page explains. Since the order is outside our return
window and beyond the manufacturer's 60 day warranty, we
unfortunately can not accept a return for refund or...
exchange for this
customer's order.
I explained to them what happened and even went to where I got the part installed and got the receipt when I told rock auto I had the receipt they told me time had already passed to return the part
Our Warranties page explains that, like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product. As shown on this page and the Info page for the purchased part manufacturer warranties for A/C...
compressors require proof of purchase of an Orifice Tube, Drier, and A/C System Flush to prevent premature failure of the compressor. Miss [redacted] purchased the drier from RockAuto, but she is not able to provide proof of purchase for the orifice tube and flush, so the warranty is void.If Miss [redacted] provides us with a proof of purchase for the orifice tube and flush, we will provide return instructions with a pre-paid shipping label and issue a full refund once the part is returned.
As our Help
page explains, sometimes manufacturers buy parts from other
manufacturers and re-sell them as their own. In doing so, they
declare the quality of the part worthy of their name and stand behind
the product with their warranty. We have no control over manufacturer
supply chains. When...
we buy a part from Brand X, we pay X's price for
it, and the customer's price is based on our cost. If a customer
disagrees with a manufacturer's purchasing decision, they may return
the part. Shipping is not refundable, and if the part is re-ordered
the same brand and part number, it's likely an identical part would
be received.
Manufacturers often make parts to be
sold by others (Kenmore appliances, store-brand cereals, etc.).
"Private
Label Pkg" means the part may be in a different box, and the
features, fitment, and function should be the same. The warranty (and
the quality) may be different than for parts the manufacturer sells
under its own brand.
In May, this customer purchased a
Hayden radiator fan clutch. We shipped what was ordered and in July,
outside our return window, he reported being unhappy that it was made
in China rather than in Germany. The stamp on the representative
image in our catalog states where that particular part was
manufactured and its manufacture date, but does not guarantee the
country of manufacture of all parts Hayden sells as their own any
more than it guarantees that all Hayden parts were manufactured on
the represented date stamp. We allowed an exception to our return
policy by accepting the part for a return, but explained that since
we shipped what was ordered no shipping was refundable.
In July the customer ordered a Private
Label Package Sachs radiator fan clutch and was sent what was
ordered. His complaint was similar, and we again explained that the
manufacturer (Sachs) decided to source this part from another
manufacturer (Hamburg-Technic), but in purchasing and selling it as
their own it is considered a Sachs part. The customer is welcome to
return this for a refund of the part price. No shipping will be
refunded.
We are sorry that Mr. [redacted] is unsatisfied with the parts he ordered. He set up a return online using our Order Status & Returns page and told us "My vehicle does not match the description or the part I need is different than described", indicating he ordered the wrong part 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. When Mr. [redacted] attempted to return the parts in person, our warehouse staff explained that they could accept the part and RockAuto would refund his original order, but refunds are processed at the corporate office, not at the warehouse. Mr. [redacted] was unwilling to leave the parts without receiving an in-person refund, so we were not able to process his return. Mr. [redacted] is welcome to return the parts within 30 days, as our Help page explains (Return Policy), and we will issue his refund to the payment method from his original RockAuto order within 3 business days of receiving his return.