We're
very sorry that we were out of stock of this part! The order was
canceled upon the customer's request, and as our representatives
explained multiple times and as our Help
page explains (see below) we charge a credit card when an order
ships. This customer's card was never charged since...
the order never
shipped. RockAuto has not and will not capture funds, and it's up to
the customer's bank to release the authorization. When
you click "Place Order," we ask your bank to approve the
card information and the order total. If your bank authorizes the
transaction, but your order won't process, we'll automatically send a
"void" request to your bank within 2 hours. The void
request explains that we will not charge your card. Some banks
put an immediate "hold" on your account in response to an
authorization request, but will wait hours or days to process a
"void." Pending authorizations are temporary holds by your
bank, not RockAuto, and your bank is responsible for releasing the
funds back to you.
We're sorry this return wasn't handled
appropriately. We tried contacting the customer by phone to discuss
details further, but were unable to reach him. Regardless,
considering the fitment issues he experienced and the likelihood that
necessary adapters were not included with his wiper we have...
refunded
him in full for the order as requested (without requiring return).
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Rock Auto has a part number cross over system that I used ...I had the factory DODGE part number (3488398 ) that was given to me by the parts manager at the Dodge dealership. I then typed in the part number that I got from Dodge and Rock Auto's cross over system crossed the part number to the AIRTEX / WELLS Part # [redacted]... and they are the parts that I received and they do not fit. There for there system is what crossed the part numbers, so why should I have to pay for shipping both ways when it isn't my fault they sent the wrong parts?
I am not sure why this customer's rejection to our response is in my queue again. We have already stated " We do not have Mr. [redacted]’s return and he has not provided us with a valid tracking number. We cannot issue a refund without first receiving the parts". His rejection simply says we're lying. I have no other answer to give you. Unless he can prove to you with a tracking number that FedEx shows the signature delivery he is claiming, then his rejection is not worth a response.
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.
When a quote for a product or service is issued, either verbally or in writing, businesses should provide the product or service for the quoted amount instead of making customers pay for their mistakes.
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] My decision to purchase this pump was based on the FALSE description which is still availablefor viewing on the Rock Auto website.My primary selection criteria, quoted from the Rock Auto website, was: "open-vane impeller."I have contacted Walbro and they acknowledge that this DOES NOT DESCRIBE THEIR PUMP.In addition, the description on the Rock Auto website shows a picture of the pumporiented such that the Walbro logo stamped into the metal housing of the pump is not visible.If the picture had been taken with the pump turned a mere 180 degrees, the Walbro name wouldhave been clearly visible for all to see, but Rock Auto chose not to reveal this.Lets say, for the sake of argument, that the description used by Rock Auto was takendirectly from Denso (DPAM). IT IS STILL FALSE AND MISLEADING.Whether the misrepresentation is the fault of Rock Auto or DPAM, it is clear thatIT IS NOT THE FAULT OF ME, THE CUSTOMER, relying on the FALSE AND MISLEADING DESCRIPTION.What say you, Rock Auto? Denso? Revdex.com?
The part this customer purchased from us is listed for vehicles with
an original distributor ID number TD-80U. The customer's vehicle
requires a distributor that matches ID number TD-98U, so he ordered a
part for an application we did not advertise the part for. Including
descriptions of...
different parts from different manufacturers does not
change the fact that this customer did not order according to the
part description we offered in this listing. While we can not speak
to the accuracy of competitors' data, we have confirmed the
information in our part listing is correct. The part is now damaged
and cannot be resold, even if it were returned to us. Since we
shipped what the customer incorrectly ordered, this part can not be
returned for warranty refund or replacement.
On 6/15, Mr. [redacted] ordered a Monroe Strut/Coil Spring/Mount Assembly. The part is advertised as a replacement for the original ride quality of the vehicle. We don't know how Monroe achieves the original ride quality, nor is the charge of the strut (hydraulic or pneumatic/gas) noted in the product...
description.On 6/21, Mr. [redacted] arranged a return on our Order Status & Returns page. We authorized his return and provided a prepaid FedEx return shipping label. We noted that the cost of his return label would be deducted from his refund. He used that label to return his part. We issued his refund 7/7. We will not refund Mr. [redacted]'s shipping charges as we shipped the part he ordered, which is advertised correctly.
They said I would have my refund no later then today last month.This is the longest I have ever had to wait for a refund it's actually getting absurd at this point.
Our
Help page explains that 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 your price is based on our cost. If you disagree with a
manufacturer's purchasing decision, you may return the part. Shipping
is not refundable
(http://www.rockauto.com/lang/en/answersTab4.html#DIFFCO).
This customer ordered two Bendix parts
and we shipped what he ordered. Prior to shipment the warehouse
noticed damage to the part box, so prior to shipment we confirmed the
customer wanted that undamaged part shipped despite the damage to the
box. It seems the shipper repackaged it using a generic box so as to
protect the part from damage during shipping. He reported both parts
would fit on his vehicle but he wants to return them because they are
not identical. We offered to review photos if he would send them in,
but the customer never send anything to us. We confirmed with Bendix
that they do in fact source these parts from multiple sources, which
explains aesthetic differences.
We do not charge restocking fees for
returns within 30 days nor was one applied to this return, so we are
not sure what the customer is referring to in reference to this. Our
employees do not have ID numbers, but the customer spoke to two
representatives (the second of whom was a manager, whom the customer
was transferred to upon request and who provided his name and
extension). Both representatives provided RockAuto’s explanation
and decision regarding this order. Since we shipped what the customer
ordered, Mr. Chelstrom is welcome to return the parts if they are not
wanted withing our 30 day return window but he will be responsible
for shipping costs. The customer's
submission to the DATCP was replied to in a timely manner and no
further action has been requested of us regarding that submission.
Using our Order Status & Returns page, Mr. G[redacted] set up a return and chose "Core Return" as the return reason. We provided return instructions that indicated "Core Return" as the the reason for return. These instructions advised him to "verify each part number, quantity and reason for...
return. If this information is incorrect, please use our Order Status page (http://www.rockauto.com/orderstatus) to adjust the return and obtain new instructions". Mr. G[redacted] sent back the part on Tuesday 11/1 and FedEx returned the package to our warehouse on Tuesday 11/8. We issued a core refund on Wednesday 11/9. When Mr. G[redacted] emailed us about the refund amount on Thursday 11/10, we contacted the warehouse to confirm what they received. The warehouse had already processed the return and sent the parts back to the manufacturer as cores. We explained that because he did not follow the return instructions and contacted us after his return was processed, we would not refund the additional amount requested.
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]
On 3/16, Ms. [redacted] contacted us to report that she received the wrong part. We offered to have her return it for a free replacement of the correct part using a prepaid FedEx shipping label (one we could mail her). She refused our offer and hung up on our representative. We have not heard from her...
since.We have since determined that the part the customer ordered will not fit her 1997 Honda Accord LX. Though we did not ship her the part she ordered, it would not fit her vehicle even if we had. Consequently, we have emailed her and mailed her a prepaid FedEx return shipping label to return the part for a full refund. She will receive her refund within 3 business days of us receiving the part. We sell other mufflers which fit Ms. [redacted]'s vehicle, which she may purchase.
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]
While they can easily ignore my request by the 'letter' of the warranty, it is certainly not in the spirit of the warranty. Nor is it in the interest of customer service or what I believed Rock Auto stood for. Yes, it was purchased a number of months back, however it was just now attempted to be installed. It was purchased along with over $500 or additional parts to be used in restoration of an MGB. Certainly not unusual to purchase parts you know will be required down the road in a project such as this. If Rock Auto is willing to lose a customer over a $12 item when this customer has spent well over $2000 with Rock Auto in the last 24 months or so, well, I suppose this is their business decision. I struggle with such a decision in such a competitive environment, but again their choice. I understand well how a good customer can be treated and I am willing to bet that the manufacturer who supplied the part to them would surely follow the spirit of the warranty. It is shameful to truly have policies such as this and sad that they profit from the unjust treatment. Just as much, it is my decision to never patronize Rock Auto again and to make a point of telling others about my experience and my opinion. I also struggle to believe the senior management of this organization condones the kind of treatment provided to me by their customer service team. If you are laughing, send it up the chain and let's see.
The
customer purchased a part with a core charge. As our Policies
page states, shipping charges on cores aren't
refundable. Cores must be complete and rebuildable to receive credit.
When the core return was received, there was a cut wire so the core
was unable to be rebuilt. We sent the...
attached photo multiple times
upon request, clearly showing the cut wire. We offered multiple times
to send the unrebuildable core back to the customer, but she did not
respond to our requests so the core was disposed of. The customer was
not charged return shipping (we absorbed this cost as a courtesy). No
refund will be issued for this core that can not be rebuilt.
On 5/21, Ms. [redacted] went to our Order Status & Returns page to report a
problem with a part she ordered in March 2017. When asked if the
description, fitment details, and photo of the part she purchased
matched the one she needed for her vehicle, she responded "No", meaning
she ordered the...
wrong part.
As our Help page explains, parts may be returned within 30 days for a
refund. Since Ms. [redacted] did not report her problem within 30 days, we
cannot accept her return.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Paypal reversed their decision and are holding the funds for this transaction. Nowhere on my shipping confirmations or order confirmations does it specify the date of October 27 as the arrival date. Working backwards, this is three business days of handling time. Please show me on your website where you specify that it takes 3 business days to process and ship an order? From your own website, you state:Will my order ship today?Orders ship within one business day unless a delay is noted in the part listing (see "...shipping delayed up to X business days") or you choose a payment method that doesn't process immediately (see "How long will it take to process my payment?"). Business days are Monday through Friday.Your inability to provide adequate customer service when I called (overnighting those parts the day I called would've avoided all of this), combined with your inability to work with me on the Paypal dispute has created a pretty nasty mess. Regards, [redacted]
We are sorry for any confusion. Nissan originally used different manufacturers for the starters on their vehicles, including Mitsubishi. Mr [redacted] purchased TYC part #117685, listed to replace starters where the OE Manufacturer was Mitsubishi. He received the part he purchased. If he is not...
satisfied with the country of origin, he is welcome to return the part and we have provided return instructions to do so. 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're
sorry this shipment was missing the sensor. Unfortunately, since the
manufacturer can not send the part separately, the options we can
offer are to:Return
the part (using a prepaid return shipping label) for a full refund.
Return
the part (using a prepaid return shipping label) for...
reshipment of
the correct item (including the sensor) at no additional cost to the
customer.
Place
a new order for the same part, swap out the incomplete part for the
complete part, and then return the incomplete part (using a prepaid
return shipping label) for a full refund.
Accept
a partial refund ($10, or the cost of shipping on his order) due to
the inconvenience.
Shipping
the sensor separately is not a reasonable option due to the high cost
of the sensor when sold individually (which is about 2/3 of the cost
of the full assembly purchased); we can not ship this part out for
free. The customer can use the return instructions and prepaid return
shipping label to return the part he has for reshipment of the
correct part. If he prefers an alternative solution, he is welcome to
select a solution from the above listed options in order to resolve
the problem, then contact our customer service department
([redacted]) with
his preferred option.
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,
Stephen [redacted]
We're
very sorry that we were out of stock of this part! The order was
canceled upon the customer's request, and as our representatives
explained multiple times and as our Help
page explains (see below) we charge a credit card when an order
ships. This customer's card was never charged since...
the order never
shipped. RockAuto has not and will not capture funds, and it's up to
the customer's bank to release the authorization. When
you click "Place Order," we ask your bank to approve the
card information and the order total. If your bank authorizes the
transaction, but your order won't process, we'll automatically send a
"void" request to your bank within 2 hours. The void
request explains that we will not charge your card. Some banks
put an immediate "hold" on your account in response to an
authorization request, but will wait hours or days to process a
"void." Pending authorizations are temporary holds by your
bank, not RockAuto, and your bank is responsible for releasing the
funds back to you.
We're sorry this return wasn't handled
appropriately. We tried contacting the customer by phone to discuss
details further, but were unable to reach him. Regardless,
considering the fitment issues he experienced and the likelihood that
necessary adapters were not included with his wiper we have...
refunded
him in full for the order as requested (without requiring return).
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Rock Auto has a part number cross over system that I used ...I had the factory DODGE part number (3488398 ) that was given to me by the parts manager at the Dodge dealership. I then typed in the part number that I got from Dodge and Rock Auto's cross over system crossed the part number to the AIRTEX / WELLS Part # [redacted]... and they are the parts that I received and they do not fit. There for there system is what crossed the part numbers, so why should I have to pay for shipping both ways when it isn't my fault they sent the wrong parts?
I am not sure why this customer's rejection to our response is in my queue again. We have already stated " We do not have Mr. [redacted]’s return and he has not provided us with a valid tracking number. We cannot issue a refund without first receiving the parts". His rejection simply says we're lying. I have no other answer to give you. Unless he can prove to you with a tracking number that FedEx shows the signature delivery he is claiming, then his rejection is not worth a response.
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.
When a quote for a product or service is issued, either verbally or in writing, businesses should provide the product or service for the quoted amount instead of making customers pay for their mistakes.
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] My decision to purchase this pump was based on the FALSE description which is still availablefor viewing on the Rock Auto website.My primary selection criteria, quoted from the Rock Auto website, was: "open-vane impeller."I have contacted Walbro and they acknowledge that this DOES NOT DESCRIBE THEIR PUMP.In addition, the description on the Rock Auto website shows a picture of the pumporiented such that the Walbro logo stamped into the metal housing of the pump is not visible.If the picture had been taken with the pump turned a mere 180 degrees, the Walbro name wouldhave been clearly visible for all to see, but Rock Auto chose not to reveal this.Lets say, for the sake of argument, that the description used by Rock Auto was takendirectly from Denso (DPAM). IT IS STILL FALSE AND MISLEADING.Whether the misrepresentation is the fault of Rock Auto or DPAM, it is clear thatIT IS NOT THE FAULT OF ME, THE CUSTOMER, relying on the FALSE AND MISLEADING DESCRIPTION.What say you, Rock Auto? Denso? Revdex.com?
The part this customer purchased from us is listed for vehicles with
an original distributor ID number TD-80U. The customer's vehicle
requires a distributor that matches ID number TD-98U, so he ordered a
part for an application we did not advertise the part for. Including
descriptions of...
different parts from different manufacturers does not
change the fact that this customer did not order according to the
part description we offered in this listing. While we can not speak
to the accuracy of competitors' data, we have confirmed the
information in our part listing is correct. The part is now damaged
and cannot be resold, even if it were returned to us. Since we
shipped what the customer incorrectly ordered, this part can not be
returned for warranty refund or replacement.
On 6/15, Mr. [redacted] ordered a Monroe Strut/Coil Spring/Mount Assembly. The part is advertised as a replacement for the original ride quality of the vehicle. We don't know how Monroe achieves the original ride quality, nor is the charge of the strut (hydraulic or pneumatic/gas) noted in the product...
description.On 6/21, Mr. [redacted] arranged a return on our Order Status & Returns page. We authorized his return and provided a prepaid FedEx return shipping label. We noted that the cost of his return label would be deducted from his refund. He used that label to return his part. We issued his refund 7/7. We will not refund Mr. [redacted]'s shipping charges as we shipped the part he ordered, which is advertised correctly.
They said I would have my refund no later then today last month.This is the longest I have ever had to wait for a refund it's actually getting absurd at this point.
Our
Help page explains that 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 your price is based on our cost. If you disagree with a
manufacturer's purchasing decision, you may return the part. Shipping
is not refundable
(http://www.rockauto.com/lang/en/answersTab4.html#DIFFCO).
This customer ordered two Bendix parts
and we shipped what he ordered. Prior to shipment the warehouse
noticed damage to the part box, so prior to shipment we confirmed the
customer wanted that undamaged part shipped despite the damage to the
box. It seems the shipper repackaged it using a generic box so as to
protect the part from damage during shipping. He reported both parts
would fit on his vehicle but he wants to return them because they are
not identical. We offered to review photos if he would send them in,
but the customer never send anything to us. We confirmed with Bendix
that they do in fact source these parts from multiple sources, which
explains aesthetic differences.
We do not charge restocking fees for
returns within 30 days nor was one applied to this return, so we are
not sure what the customer is referring to in reference to this. Our
employees do not have ID numbers, but the customer spoke to two
representatives (the second of whom was a manager, whom the customer
was transferred to upon request and who provided his name and
extension). Both representatives provided RockAuto’s explanation
and decision regarding this order. Since we shipped what the customer
ordered, Mr. Chelstrom is welcome to return the parts if they are not
wanted withing our 30 day return window but he will be responsible
for shipping costs. The customer's
submission to the DATCP was replied to in a timely manner and no
further action has been requested of us regarding that submission.
Using our Order Status & Returns page, Mr. G[redacted] set up a return and chose "Core Return" as the return reason. We provided return instructions that indicated "Core Return" as the the reason for return. These instructions advised him to "verify each part number, quantity and reason for...
return. If this information is incorrect, please use our Order Status page (http://www.rockauto.com/orderstatus) to adjust the return and obtain new instructions". Mr. G[redacted] sent back the part on Tuesday 11/1 and FedEx returned the package to our warehouse on Tuesday 11/8. We issued a core refund on Wednesday 11/9. When Mr. G[redacted] emailed us about the refund amount on Thursday 11/10, we contacted the warehouse to confirm what they received. The warehouse had already processed the return and sent the parts back to the manufacturer as cores. We explained that because he did not follow the return instructions and contacted us after his return was processed, we would not refund the additional amount requested.
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]
On 3/16, Ms. [redacted] contacted us to report that she received the wrong part. We offered to have her return it for a free replacement of the correct part using a prepaid FedEx shipping label (one we could mail her). She refused our offer and hung up on our representative. We have not heard from her...
since.We have since determined that the part the customer ordered will not fit her 1997 Honda Accord LX. Though we did not ship her the part she ordered, it would not fit her vehicle even if we had. Consequently, we have emailed her and mailed her a prepaid FedEx return shipping label to return the part for a full refund. She will receive her refund within 3 business days of us receiving the part. We sell other mufflers which fit Ms. [redacted]'s vehicle, which she may purchase.
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]
While they can easily ignore my request by the 'letter' of the warranty, it is certainly not in the spirit of the warranty. Nor is it in the interest of customer service or what I believed Rock Auto stood for. Yes, it was purchased a number of months back, however it was just now attempted to be installed. It was purchased along with over $500 or additional parts to be used in restoration of an MGB. Certainly not unusual to purchase parts you know will be required down the road in a project such as this. If Rock Auto is willing to lose a customer over a $12 item when this customer has spent well over $2000 with Rock Auto in the last 24 months or so, well, I suppose this is their business decision. I struggle with such a decision in such a competitive environment, but again their choice. I understand well how a good customer can be treated and I am willing to bet that the manufacturer who supplied the part to them would surely follow the spirit of the warranty. It is shameful to truly have policies such as this and sad that they profit from the unjust treatment. Just as much, it is my decision to never patronize Rock Auto again and to make a point of telling others about my experience and my opinion. I also struggle to believe the senior management of this organization condones the kind of treatment provided to me by their customer service team. If you are laughing, send it up the chain and let's see.
The
customer purchased a part with a core charge. As our Policies
page states, shipping charges on cores aren't
refundable. Cores must be complete and rebuildable to receive credit.
When the core return was received, there was a cut wire so the core
was unable to be rebuilt. We sent the...
attached photo multiple times
upon request, clearly showing the cut wire. We offered multiple times
to send the unrebuildable core back to the customer, but she did not
respond to our requests so the core was disposed of. The customer was
not charged return shipping (we absorbed this cost as a courtesy). No
refund will be issued for this core that can not be rebuilt.
On 5/21, Ms. [redacted] went to our Order Status & Returns page to report a
problem with a part she ordered in March 2017. When asked if the
description, fitment details, and photo of the part she purchased
matched the one she needed for her vehicle, she responded "No", meaning
she ordered the...
wrong part.
As our Help page explains, parts may be returned within 30 days for a
refund. Since Ms. [redacted] did not report her problem within 30 days, we
cannot accept her return.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Paypal reversed their decision and are holding the funds for this transaction. Nowhere on my shipping confirmations or order confirmations does it specify the date of October 27 as the arrival date. Working backwards, this is three business days of handling time. Please show me on your website where you specify that it takes 3 business days to process and ship an order? From your own website, you state:Will my order ship today?Orders ship within one business day unless a delay is noted in the part listing (see "...shipping delayed up to X business days") or you choose a payment method that doesn't process immediately (see "How long will it take to process my payment?"). Business days are Monday through Friday.Your inability to provide adequate customer service when I called (overnighting those parts the day I called would've avoided all of this), combined with your inability to work with me on the Paypal dispute has created a pretty nasty mess. Regards, [redacted]
We are sorry for any confusion. Nissan originally used different manufacturers for the starters on their vehicles, including Mitsubishi. Mr [redacted] purchased TYC part #117685, listed to replace starters where the OE Manufacturer was Mitsubishi. He received the part he purchased. If he is not...
satisfied with the country of origin, he is welcome to return the part and we have provided return instructions to do so. 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're
sorry this shipment was missing the sensor. Unfortunately, since the
manufacturer can not send the part separately, the options we can
offer are to:Return
the part (using a prepaid return shipping label) for a full refund.
Return
the part (using a prepaid return shipping label) for...
reshipment of
the correct item (including the sensor) at no additional cost to the
customer.
Place
a new order for the same part, swap out the incomplete part for the
complete part, and then return the incomplete part (using a prepaid
return shipping label) for a full refund.
Accept
a partial refund ($10, or the cost of shipping on his order) due to
the inconvenience.
Shipping
the sensor separately is not a reasonable option due to the high cost
of the sensor when sold individually (which is about 2/3 of the cost
of the full assembly purchased); we can not ship this part out for
free. The customer can use the return instructions and prepaid return
shipping label to return the part he has for reshipment of the
correct part. If he prefers an alternative solution, he is welcome to
select a solution from the above listed options in order to resolve
the problem, then contact our customer service department
([redacted]) with
his preferred option.
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,
Stephen [redacted]