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.
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.
On 5/12, our warehouse contacted us saying that Mr. [redacted]'s Rack and Pinion Complete Unit core was returned without the manufacturer's box. As our Help page and the return instructions Mr. [redacted] generated online note, cores must be returned in the box the replacement part came in...
(http://www.rockauto.com/help/?page=4#RETCRE). We are sorry Mr. [redacted]'s installers discarded his box, but ACDelco, the manufacturer, will not credit us for his core without the box in which the original part came. We await his response as to whether or not he wants us to discard his core or return it to him at his expense. He has until 6/12 to respond before our warehouse discards the part.
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.
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]
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]
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]
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]
[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.
This customer ordered parts 7/16/15 and
chose USPS priority mail for shipping. The USPS delivered this to the
customer on 7/27/15 according to their tracking information
(9405510200847061137148). We're sorry if the USPS temporarily
misrouted the order causing any delay. If the customer would...
like to
return the parts, he's welcome to set up a return on our Order
Status and Returns page for a refund.
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.
letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We are sorry 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 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.
The
brake pads the customer received are brand new products that shipped
to him directly from the manufacturer. He can return them, but he
will be responsible for shipping costs since we shipped the new pads
the customer ordered.
We
paid for a return and reshipment for the first set he...
ordered as a
courtesy, but the pads and rotors the customer returned were
inspected by the manufacturer and confirmed to be new products.
Photos of the second set of pads were also shared with the
manufacturer, who again confirmed that they are new products.
We're
not sure why the customer thinks the pads were used but if the customer
is referring to the scorching on the pads, the scorching is a result
of the manufacturing process Powerstop (the manufacturer) uses to
enhance the pre-burnish on the pads. It effectively burns or cures
the first ½mm of friction material to aid with brake pad break-in.
It is a value added process that they do on all their pads. It makes
the friction surface appear grey/black instead of beige.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I'm done with Rock Auto and will not do any further business with them. I'm a manager with a [redacted] in **. Customer Service is a must in my business and Rock Auto doesn't understand this. Like I said, I'm not wasting any more time with this or Rock Auto!
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.
We're sorry to hear there is a problem with Mr. [redacted]'s ECM. We are working with him to honor his warranty.
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.
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.
On 5/12, our warehouse contacted us saying that Mr. [redacted]'s Rack and Pinion Complete Unit core was returned without the manufacturer's box. As our Help page and the return instructions Mr. [redacted] generated online note, cores must be returned in the box the replacement part came in...
(http://www.rockauto.com/help/?page=4#RETCRE). We are sorry Mr. [redacted]'s installers discarded his box, but ACDelco, the manufacturer, will not credit us for his core without the box in which the original part came. We await his response as to whether or not he wants us to discard his core or return it to him at his expense. He has until 6/12 to respond before our warehouse discards the part.
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.
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]
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]
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]
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]
[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]
This customer ordered parts 7/16/15 and
chose USPS priority mail for shipping. The USPS delivered this to the
customer on 7/27/15 according to their tracking information
(9405510200847061137148). We're sorry if the USPS temporarily
misrouted the order causing any delay. If the customer would...
like to
return the parts, he's welcome to set up a return on our Order
Status and Returns page for a refund.
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.
[A default...
letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We are sorry 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 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.
The
brake pads the customer received are brand new products that shipped
to him directly from the manufacturer. He can return them, but he
will be responsible for shipping costs since we shipped the new pads
the customer ordered.
We
paid for a return and reshipment for the first set he...
ordered as a
courtesy, but the pads and rotors the customer returned were
inspected by the manufacturer and confirmed to be new products.
Photos of the second set of pads were also shared with the
manufacturer, who again confirmed that they are new products.
We're
not sure why the customer thinks the pads were used but if the customer
is referring to the scorching on the pads, the scorching is a result
of the manufacturing process Powerstop (the manufacturer) uses to
enhance the pre-burnish on the pads. It effectively burns or cures
the first ½mm of friction material to aid with brake pad break-in.
It is a value added process that they do on all their pads. It makes
the friction surface appear grey/black instead of beige.
They in fact referred a part and it was a wrong part so I feel I deserve my shipping return cost to 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'm done with Rock Auto and will not do any further business with them. I'm a manager with a [redacted] in **. Customer Service is a must in my business and Rock Auto doesn't understand this. Like I said, I'm not wasting any more time with this or Rock Auto!
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.