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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am sorry FedEx charged the vendor extra for their guaranteed service. I paid extra for a service that was not performed on time and caused me additional time and money to perform the job I needed to get done on time. RockAuto and FedEx failed on their obligation of on time guaranteed delivery and what ever their agreement on returns is not my concern as the customer. I have first right of refusal and should not be burdened more by their inefficiencies and flaws and should be given a full refund of parts and shipping. They are going to have to work out their further / additional flaws amongst themselves.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I 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
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.
RockAuto responds to all customer calls and emails within one business day. In all of her communications via phone or email with RockAuto, Miss [redacted] never indicated that the tailgate was not the correct size for her vehicle. She left a voice mail for Jordan on 8/22 regarding her labor claim and Jordan responded to this call the same day. This is the last communication we received from Miss [redacted], aside from her Revdex.com complaint. Ford offers two different sized tailgates for Miss [redacted]' truck, depending on whether it is a flareside or styleside model. Both are listed in our online catalog. She chose the larger of the two options and reported it was too large, so we believe she may have ordered incorrectly. We accept returns of parts that have not been installed or modified within 30 days, as our Help page explains (http://www.rockauto.com/help/?page=4#Returns). Since this order shipped 121 days ago and the part has been modified / repaired, we will not accept a return for Miss [redacted]' order.
RockAuto staff are not mechanics nor technicians. We cannot and will not recommend parts to customers. This customer ordered fuel lines listed for the front, but emailed us that he needed rear fuel lines. 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. We provided Mr. [redacted] with return instructions and a refund will be issued once the parts are returned to us
and the dispute with his credit card company
dropped.
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.
We are sorry for the frustration Mr. [redacted] experienced. After further research, we confirmed that the air filter he purchased was listed incorrectly for his car. We have corrected our catalog and refunded the remainder of his order and will not require the filter be returned.
On 1/15/2017, Mr. [redacted] ordered Autoline part # C7457. On 1/19, he went
to our Order Status & Returns page to report that he ordered the
wrong part. We authorized his return and provided return instructions.
We issued him a store credit, which was the refund method he chose when
he arranged his return, on 2/2. His store credit included the core
deposit he paid up front ($164.79 part + $50.00 core - $6.41 shipping
label = $208.38, the amount of the store credit we issued).
On 1/20/2017, he ordered Autoline part # C7459. On 1/27, he went to our
Order Status & Returns page to arrange a return for his core. We
refunded his Discover card for the core he returned on 3/9 (less the
cost of the return label he used).
We have refunded Mr. [redacted] for everything he returned using the refund
methods he chose when he arranged his returns online (store credit and a
Discover card). We offer no further refunds, nor will we change the
store credit we issued him more than 7 months ago to a refund to his
credit card.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As seen in the attached screenshots highlighted in boxes/circles, etc. I dug everywhere and there is only one reference to a date that will or won't work. Also, you'll see my 2005 F-350 Diesel is the selected vehicle for the replacement part(s) and the alternator is obviously listed as a direct replacement. Nowhere is it stated to find the manufactured date and check against any other dates. That is the issue at hand! After I had my ASE Certified mechanic look at this site and the information provided, he wouldn't have known to find the manufacture date either. So, how in the world is this my fault? I don't care where they have fine print buried beyond this point. What I attached, is what they are marketing for a replacement for my 2005 F-350 Diesel truck, but with no returns, no credits, no warranties, nothing whatsoever! That is where they are taking advantage of consumers!
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The warranty offered is from a third party. This was never made clear when I purchased this, nor if it was would I have made the purchase. Replacing a car starter, with another one, when the purchaser and the seller are days away is not realistic. This company alleges to warrant the goods they sell. The product was defective. I want my money back. The item barely lasted 90 days.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
As
our Policies
page
explains, shipping charges are not refundable unless the return is
due to our mistake. We're not sure why this customer thought a rubber
boot would be included with the clutch slave cylinder he ordered. We
include a photo of the part the customer ordered in
our part...
listing, which -unlike alternatively offered products in the
catalog under the same vehicle- does not include a rubber boot. We
shipped the customer what was depicted and what he ordered. We accept
returns within 30 days, so if the customer wants to return it for a
part cost refund he can do so. No shipping charges will be refunded.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11725815, 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,
David M[redacted]
This
customer ordered a rotor and brake pad kit for his vehicle. On the
Info page in the part listing, we include the sizing specifications
for the parts. We're not sure why he ordered this kit if the listed
sizing did not match his needs.
When
he reported that the pads and rotors were...
too small, we tried to
determine why the fitment issue might exist. We established we
shipped the kit he ordered. The customer reported his front caliper
casting is 288C. We do offer a kit with larger sizing options that is
for vehicles with a front caliper casting 285C or 286C,
but we took the customer's word that this kit would not work for him
based on his reported caliper casting.
Although
he overlooked relevant details in the listing and we shipped him what
he ordered, we offered to cover half the shipping cost for the
customer as an exception to our usual return
policy since he also was experiencing fitment problems with his
pads. The customer agreed to this resolution, he returned the parts
using a prepaid shipping label we provided, we refunded him for the
parts, and then he claimed that he expected original shipping costs
back. Since RockAuto did not make a mistake and since the customer
overlooked the relevant sizing information we listed, no additional
shipping costs will be refunded.
We are sorry this customer's catalytic converters did not fit his truck. He reported the problem online using our Order Status & Returns page and we provided return instructions with a prepaid shipping label. FedEx returned the parts to our warehouse on Tuesday 12/20 and we issued a refund the...
next day, Wednesday 12/21. As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), RockAuto is not responsible for any costs exceeding the cost of the part.
letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[As I described in my complaint the information on the website is misleading. Here I pasted it, copied from Rockauto website: "DAYCO Part # 95330K1 Timing Belt Kit without Seals Includes: Timing Belt, Camshaft Belt Tensioner, 2 Camshaft Belt Idlers (Hydraulic Actuator not Included); Water Pump Driven by Timing Belt, Interference Engine " I understood from this description that water pump is included. The response from Rockauto does not contain any recognition of the fact that this might be misleading. It was my first time using their service. And the last time. I never met in north America such a horrible customer service.
We are sorry if our representative was less than professional. Ms. [redacted] reported a problem with her Moog struts on our Order Status & Returns page on Thursday 3/2. She also called us requesting to return the parts for a refund on Friday 3/3. We emailed her return instructions and a prepaid...
return label the same day. We issued a refund for the Moog struts and the original cost of shipping Monday 3/13.Ms. [redacted] reported a problem with her Monroe struts on our Order Status & Returns page Thursday 2/23. She requested a refund in the form of store credit. We authorized her return and provided return instructions and a prepaid return shipping label. Ms. [redacted] could have changed her solution to replacement on our Order Status & Returns page at any point up to the date her return authorization expired, which was 3/20 (noted on the return instructions we gave her).Ms. [redacted]'s Monroe strut return authorization has expired, so has the prepaid return shipping label we provided. The parts are still covered under Monroe's warranty. To file a warranty claim, Ms. [redacted] needs to return to our Order Status & Returns page, report the problem, and choose which replacement option she prefers.
We're sorry to hear there is a problem with Mr. [redacted]'s ECM. We are working with him to honor his warranty.
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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am sorry FedEx charged the vendor extra for their guaranteed service. I paid extra for a service that was not performed on time and caused me additional time and money to perform the job I needed to get done on time. RockAuto and FedEx failed on their obligation of on time guaranteed delivery and what ever their agreement on returns is not my concern as the customer. I have first right of refusal and should not be burdened more by their inefficiencies and flaws and should be given a full refund of parts and shipping. They are going to have to work out their further / additional flaws amongst themselves.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I 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
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.
RockAuto responds to all customer calls and emails within one business day. In all of her communications via phone or email with RockAuto, Miss [redacted] never indicated that the tailgate was not the correct size for her vehicle. She left a voice mail for Jordan on 8/22 regarding her labor claim and Jordan responded to this call the same day. This is the last communication we received from Miss [redacted], aside from her Revdex.com complaint. Ford offers two different sized tailgates for Miss [redacted]' truck, depending on whether it is a flareside or styleside model. Both are listed in our online catalog. She chose the larger of the two options and reported it was too large, so we believe she may have ordered incorrectly. We accept returns of parts that have not been installed or modified within 30 days, as our Help page explains (http://www.rockauto.com/help/?page=4#Returns). Since this order shipped 121 days ago and the part has been modified / repaired, we will not accept a return for Miss [redacted]' order.
RockAuto staff are not mechanics nor technicians. We cannot and will not recommend parts to customers. This customer ordered fuel lines listed for the front, but emailed us that he needed rear fuel lines. 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. We provided Mr. [redacted] with return instructions and a refund will be issued once the parts are returned to us
and the dispute with his credit card company
dropped.
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.
We are sorry for the frustration Mr. [redacted] experienced. After further research, we confirmed that the air filter he purchased was listed incorrectly for his car. We have corrected our catalog and refunded the remainder of his order and will not require the filter be returned.
On 1/15/2017, Mr. [redacted] ordered Autoline part # C7457. On 1/19, he went
to our Order Status & Returns page to report that he ordered the
wrong part. We authorized his return and provided return instructions.
We issued him a store credit, which was the refund method he chose when
he arranged his return, on 2/2. His store credit included the core
deposit he paid up front ($164.79 part + $50.00 core - $6.41 shipping
label = $208.38, the amount of the store credit we issued).
On 1/20/2017, he ordered Autoline part # C7459. On 1/27, he went to our
Order Status & Returns page to arrange a return for his core. We
refunded his Discover card for the core he returned on 3/9 (less the
cost of the return label he used).
We have refunded Mr. [redacted] for everything he returned using the refund
methods he chose when he arranged his returns online (store credit and a
Discover card). We offer no further refunds, nor will we change the
store credit we issued him more than 7 months ago to a refund to his
credit card.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As seen in the attached screenshots highlighted in boxes/circles, etc. I dug everywhere and there is only one reference to a date that will or won't work. Also, you'll see my 2005 F-350 Diesel is the selected vehicle for the replacement part(s) and the alternator is obviously listed as a direct replacement. Nowhere is it stated to find the manufactured date and check against any other dates. That is the issue at hand! After I had my ASE Certified mechanic look at this site and the information provided, he wouldn't have known to find the manufacture date either. So, how in the world is this my fault? I don't care where they have fine print buried beyond this point. What I attached, is what they are marketing for a replacement for my 2005 F-350 Diesel truck, but with no returns, no credits, no warranties, nothing whatsoever! That is where they are taking advantage of consumers!
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The warranty offered is from a third party. This was never made clear when I purchased this, nor if it was would I have made the purchase. Replacing a car starter, with another one, when the purchaser and the seller are days away is not realistic. This company alleges to warrant the goods they sell. The product was defective. I want my money back. The item barely lasted 90 days.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
As
our Policies
page
explains, shipping charges are not refundable unless the return is
due to our mistake. We're not sure why this customer thought a rubber
boot would be included with the clutch slave cylinder he ordered. We
include a photo of the part the customer ordered in
our part...
listing, which -unlike alternatively offered products in the
catalog under the same vehicle- does not include a rubber boot. We
shipped the customer what was depicted and what he ordered. We accept
returns within 30 days, so if the customer wants to return it for a
part cost refund he can do so. No shipping charges will be refunded.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11725815, 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,
David M[redacted]
This
customer ordered a rotor and brake pad kit for his vehicle. On the
Info page in the part listing, we include the sizing specifications
for the parts. We're not sure why he ordered this kit if the listed
sizing did not match his needs.
When
he reported that the pads and rotors were...
too small, we tried to
determine why the fitment issue might exist. We established we
shipped the kit he ordered. The customer reported his front caliper
casting is 288C. We do offer a kit with larger sizing options that is
for vehicles with a front caliper casting 285C or 286C,
but we took the customer's word that this kit would not work for him
based on his reported caliper casting.
Although
he overlooked relevant details in the listing and we shipped him what
he ordered, we offered to cover half the shipping cost for the
customer as an exception to our usual return
policy since he also was experiencing fitment problems with his
pads. The customer agreed to this resolution, he returned the parts
using a prepaid shipping label we provided, we refunded him for the
parts, and then he claimed that he expected original shipping costs
back. Since RockAuto did not make a mistake and since the customer
overlooked the relevant sizing information we listed, no additional
shipping costs will be refunded.
We are sorry this customer's catalytic converters did not fit his truck. He reported the problem online using our Order Status & Returns page and we provided return instructions with a prepaid shipping label. FedEx returned the parts to our warehouse on Tuesday 12/20 and we issued a refund the...
next day, Wednesday 12/21. As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), RockAuto is not responsible for any costs exceeding the cost of the part.
[A default...
letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[As I described in my complaint the information on the website is misleading. Here I pasted it, copied from Rockauto website: "DAYCO Part # 95330K1 Timing Belt Kit without Seals Includes: Timing Belt, Camshaft Belt Tensioner, 2 Camshaft Belt Idlers (Hydraulic Actuator not Included); Water Pump Driven by Timing Belt, Interference Engine " I understood from this description that water pump is included. The response from Rockauto does not contain any recognition of the fact that this might be misleading. It was my first time using their service. And the last time. I never met in north America such a horrible customer service.
Regards,
[redacted]
We are sorry if our representative was less than professional. Ms. [redacted] reported a problem with her Moog struts on our Order Status & Returns page on Thursday 3/2. She also called us requesting to return the parts for a refund on Friday 3/3. We emailed her return instructions and a prepaid...
return label the same day. We issued a refund for the Moog struts and the original cost of shipping Monday 3/13.Ms. [redacted] reported a problem with her Monroe struts on our Order Status & Returns page Thursday 2/23. She requested a refund in the form of store credit. We authorized her return and provided return instructions and a prepaid return shipping label. Ms. [redacted] could have changed her solution to replacement on our Order Status & Returns page at any point up to the date her return authorization expired, which was 3/20 (noted on the return instructions we gave her).Ms. [redacted]'s Monroe strut return authorization has expired, so has the prepaid return shipping label we provided. The parts are still covered under Monroe's warranty. To file a warranty claim, Ms. [redacted] needs to return to our Order Status & Returns page, report the problem, and choose which replacement option she prefers.