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]
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
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.
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.
Mr. [redacted] purchased an A/C compressor kit, and asked
us to arrange a return and replacement when he had problems with the
compressor. The warranty terms
of the manufacturer, GPD, require proof of an A/C system flush, because even a
tiny amount of debris in an A/C system...
can quickly damage a
new
compressor. When
we asked him about this detail, he explained that he installed the
compressor himself and used an air gun and mineral spirits to flush the
system. To avoid having Mr. [redacted] return the part only to have the
warranty denied, we asked the manufacturer if the method he used to
flush the system met the terms of the warranty. They told us that
mineral spirits are not an approved solvent for A/C system flushes, and
so they would not honor the warranty. According to our warranty policy,
RockAuto does not offer any product warranty of our own - we honor the
warranty provided by the manufacturer of the product. Since the
manufacturer will not warranty this part, we are not able to offer a
replacement or refund.
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 shipping instructions for the return said that if the box was damaged that they would not refund my money. It did not state that affixing a shipping label on the box was considered to be damaging the product. I have pictures of the box that arrived at the company and also have insurance on the delivery. The options given on your web site assured me that it was the correct part until I took it to a dealer at my own expenses and they finally gave me the correct part]
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 have worked in receiving departments of companies and even if products were reported damaged after receiving them, we would still get A) a refund for the full amount of the product or B) an exchange for an undamaged product. Either way, the company was not out the price of the unit and they satisfied their customers needs.
[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. They have contacted me and the issue has been resolved. Thank you for your assistance! It's a shame I had to go to this process to get them to help me. I will still, never order from them again.
Regards,
[redacted]
On 8/11/2017, Mr. [redacted] went to our Order Status & Returns page to
report that the struts he ordered 2/2/2016 failed under warranty. We no
longer carry the struts he ordered, so we offered a refund or store
credit once he returned the parts. He chose store credit. As our
Warranties...
explains, warranties do not offer reimbursement of shipping
costs (http://www.rockauto.com/docs/warranty). We did, however, offer to refund his original cost of shipping.
He has yet to return the parts.
We are sorry if our representative was less than professional. Mr. [redacted] ordered Monday evening, 2/13, and chose a combination of Next Business Day Express and Truck Freight shipping. We do not offer an express method for truck freight shipments. Mr. [redacted] shopping cart showed "Truck Freight (1 to 6...
business days)". Our warehouse reported not having one of the parts Tuesday 2/14. We contacted the customer the same day, and he canceled the out of stock part on our website later that evening. We shipped the rest of his order Wednesday 2/15 and he received it in 4 business days on Tuesday 2/21.We are not sure why Mr. and Mrs. [redacted] thought the order would arrive sooner, since we showed "You should receive by Tuesday, February 21, 2017" in his shopping cart and "You should receive by Wednesday, February 22, 2017" in his shipment confirmation.
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.
First of all we are a customer not a business owner. We picked the items up from UPS along the road at a baseball field. The carton was received in good condition. On delivery was expecting two cartons and only received one. The fender was packed in one carton with the hood and improper packaging caused the damage. Items should have been delivered in two separate cartons. My husband works for the government as a civilian employee and he signs for material all the time without opening boxes and checking items. Second, we kept the items boxed up to transport safely to the [redacted] School. The [redacted] teacher wrote us a note stating that the boxes were not damaged and he personally pulled the items out of the box. We took a picture of the box at the school. The fender was damaged moderately from the damage rubbing with the hood but teacher was able to repair it.Third, their return policy states a 30-day return policy. They are stating a claim against a company UPS but it is negligence on the packagers. We spoke with UPS regarding delivery procedures. They are stating 15-day policy and we waited 18 days. But their policy states 30-days.It is not the integrity from a company that expects further business and anyone dealing with auto parts knows you cannot dictate when a vehicle gets worked on. From day one the customer service department at Rock Auto refused to accept any of the blame for any damage to the material. They blamed it on UPS, blamed it on us and refused to listen to the claim that the item was damaged. They refused to discuss returning the product, exchanging product or refunding money. They have never once just listened basically called us liars. We had to go and purchase another hood to get his truck taken care of.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.
It is not my problem that RockAuto is confused. There is no new information for me to provide. RockAuto is just passing the burden onto the customer. The evidence clearly shows that they assured I would be refunded in full for placing a new order in exchange for returning the defective part. Nowhere do they state when the part was required to be returned. I want the refund for the full amount of $134.69 ($122.29 plus $12.40 S&H) in exchange for returning the part. I don't think my proposed solution is unreasonable. Because they are reneging on their word and have deceptive business practices, I am now escalating the matter to DATCP and the State Attorney General's Office.
Regards,
[redacted]
We are sorry that Mr. [redacted] had a problem with his order. Ford offers two different A/C compressor clutch coils for his truck, depending on whether or not it has hill descent control. Both are listed in our online catalog. He chose the larger of the two options and reported it was too large, so we...
believe he may have ordered incorrectly. Mr. [redacted] is not willing to answer our questions about his vehicle, so we cannot be sure why the part does not fit. If he would like to return the part, he can obtain a shipping label on our Order Status & Returns page and we will issue a refund once the part is returned.
We are sorry that Mr. [redacted] is experiencing trouble with the ignition coils he purchased for his vehicle. Ultra-Power part #[redacted] is listed for a 2005 GMC Sierra 1500 with a 5.3L V8 and an engine VIN “T” and is a “square coil” type. We have an excellent order history on this part, with several other...
customers installing these on the same vehicle without problems. We agree that it is odd for 8 to fail at once, but a code does not equate to a failed coil. There could be other problems in the electrical system that have arisen since June that would cause the coils to stop performing properly.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, shipping costs or other expenses. If Mr. [redacted] believes all 8 are bad then we can assist with replacement parts, but no refund is available.
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 Mr. [redacted] did not receive his packages when he hoped! He ordered Thursday 10/20 and chose Priority Mail. We shipped his order that same day and he received one package in 2 business days on Saturday 10/22 and two packages in 3 business days Monday 10/24. USPS returned the fourth...
package to our warehouse on 10/24. We apologize that USPS returned this package in error. Mr. [redacted] called on Monday afternoon 10/24 to inform us that this package was returned. We shipped the replacements the next morning, Tuesday 10/25, and he received them in 2 business days on Thursday 10/27. Despite one package being returned, Mr. [redacted] still received his order on time, since we showed "You should receive by Thursday, October 27, 2016" in his shopping cart and shipment confirmation. Mr. [redacted] returned two caliper cores and USPS delivered them to our warehouse on Monday 11/7. The total value of these cores was $150.00. Because Mr. [redacted] filed a PayPal dispute on 10/28, we were unable to process a refund when we received his return. PayPal provided him with a full refund of $802.41. Mr. [redacted] did not pay for his order so we will not issue any additional refund.
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.]I packed the window myself, which was never taken out of the box, only lifted part way, when I realized it was not the right size. The mistake in chipping the glass had to have been made at the warehouse.
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 have spoken in my previous complaint, part replacement is not an option in my mind. I paid a mechanic to diagnos and repair the vehicle because I would have expected a better quality part that did not fail within two weeks, after I took the time and labor to install it. I do not need a spare fuel pump for the vehicle. I understand by the manufacturer, that warranty issues with their products need to handled by the distributer, in this case RockAuto; this is a stipulation by the maufacturer for RockAuto selling their product. Any warranty defect product is returned to the distributor and then returned to the manufacturer for a credit to the distributor. A refund to the customer, me, is a wash for the distributor. At this point, my disappointment in RockAuto will discourage my use of them in any future transaction. However if they would like to issue me a site credit, I can purchase other products and then dissolve my buisness with them.
Regards,
[redacted]
This
customer reports that we shipped him what was ordered but that it
will not fit. We don't mind taking back parts within 30 days, but as
our Help page explains, to receive credit a returned part must be
complete and in its original, unmarked manufacturer's packaging.
Since the customer no...
longer has the original part box, this part is
not returnable for a refund.
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]
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
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.
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.
They in fact referred a part and it was a wrong part so I feel I deserve my shipping return cost to be refunded.
Mr. [redacted] purchased an A/C compressor kit, and asked
us to arrange a return and replacement when he had problems with the
compressor. The warranty terms
of the manufacturer, GPD, require proof of an A/C system flush, because even a
tiny amount of debris in an A/C system...
can quickly damage a
new
compressor. When
we asked him about this detail, he explained that he installed the
compressor himself and used an air gun and mineral spirits to flush the
system. To avoid having Mr. [redacted] return the part only to have the
warranty denied, we asked the manufacturer if the method he used to
flush the system met the terms of the warranty. They told us that
mineral spirits are not an approved solvent for A/C system flushes, and
so they would not honor the warranty. According to our warranty policy,
RockAuto does not offer any product warranty of our own - we honor the
warranty provided by the manufacturer of the product. Since the
manufacturer will not warranty this part, we are not able to offer a
replacement or refund.
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 shipping instructions for the return said that if the box was damaged that they would not refund my money. It did not state that affixing a shipping label on the box was considered to be damaging the product. I have pictures of the box that arrived at the company and also have insurance on the delivery. The options given on your web site assured me that it was the correct part until I took it to a dealer at my own expenses and they finally gave me the correct part]
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 have worked in receiving departments of companies and even if products were reported damaged after receiving them, we would still get A) a refund for the full amount of the product or B) an exchange for an undamaged product. Either way, the company was not out the price of the unit and they satisfied their customers needs.
[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. They have contacted me and the issue has been resolved. Thank you for your assistance! It's a shame I had to go to this process to get them to help me. I will still, never order from them again.
Regards,
[redacted]
On 8/11/2017, Mr. [redacted] went to our Order Status & Returns page to
report that the struts he ordered 2/2/2016 failed under warranty. We no
longer carry the struts he ordered, so we offered a refund or store
credit once he returned the parts. He chose store credit. As our
Warranties...
explains, warranties do not offer reimbursement of shipping
costs (http://www.rockauto.com/docs/warranty). We did, however, offer to refund his original cost of shipping.
He has yet to return the parts.
We are sorry if our representative was less than professional. Mr. [redacted] ordered Monday evening, 2/13, and chose a combination of Next Business Day Express and Truck Freight shipping. We do not offer an express method for truck freight shipments. Mr. [redacted] shopping cart showed "Truck Freight (1 to 6...
business days)". Our warehouse reported not having one of the parts Tuesday 2/14. We contacted the customer the same day, and he canceled the out of stock part on our website later that evening. We shipped the rest of his order Wednesday 2/15 and he received it in 4 business days on Tuesday 2/21.We are not sure why Mr. and Mrs. [redacted] thought the order would arrive sooner, since we showed "You should receive by Tuesday, February 21, 2017" in his shopping cart and "You should receive by Wednesday, February 22, 2017" in his shipment confirmation.
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.
First of all we are a customer not a business owner. We picked the items up from UPS along the road at a baseball field. The carton was received in good condition. On delivery was expecting two cartons and only received one. The fender was packed in one carton with the hood and improper packaging caused the damage. Items should have been delivered in two separate cartons. My husband works for the government as a civilian employee and he signs for material all the time without opening boxes and checking items. Second, we kept the items boxed up to transport safely to the [redacted] School. The [redacted] teacher wrote us a note stating that the boxes were not damaged and he personally pulled the items out of the box. We took a picture of the box at the school. The fender was damaged moderately from the damage rubbing with the hood but teacher was able to repair it.Third, their return policy states a 30-day return policy. They are stating a claim against a company UPS but it is negligence on the packagers. We spoke with UPS regarding delivery procedures. They are stating 15-day policy and we waited 18 days. But their policy states 30-days.It is not the integrity from a company that expects further business and anyone dealing with auto parts knows you cannot dictate when a vehicle gets worked on. From day one the customer service department at Rock Auto refused to accept any of the blame for any damage to the material. They blamed it on UPS, blamed it on us and refused to listen to the claim that the item was damaged. They refused to discuss returning the product, exchanging product or refunding money. They have never once just listened basically called us liars. We had to go and purchase another hood to get his truck taken care of.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.
It is not my problem that RockAuto is confused. There is no new information for me to provide. RockAuto is just passing the burden onto the customer. The evidence clearly shows that they assured I would be refunded in full for placing a new order in exchange for returning the defective part. Nowhere do they state when the part was required to be returned. I want the refund for the full amount of $134.69 ($122.29 plus $12.40 S&H) in exchange for returning the part. I don't think my proposed solution is unreasonable. Because they are reneging on their word and have deceptive business practices, I am now escalating the matter to DATCP and the State Attorney General's Office.
Regards,
[redacted]
We are sorry that Mr. [redacted] had a problem with his order. Ford offers two different A/C compressor clutch coils for his truck, depending on whether or not it has hill descent control. Both are listed in our online catalog. He chose the larger of the two options and reported it was too large, so we...
believe he may have ordered incorrectly. Mr. [redacted] is not willing to answer our questions about his vehicle, so we cannot be sure why the part does not fit. If he would like to return the part, he can obtain a shipping label on our Order Status & Returns page and we will issue a refund once the part is returned.
We are sorry that Mr. [redacted] is experiencing trouble with the ignition coils he purchased for his vehicle. Ultra-Power part #[redacted] is listed for a 2005 GMC Sierra 1500 with a 5.3L V8 and an engine VIN “T” and is a “square coil” type. We have an excellent order history on this part, with several other...
customers installing these on the same vehicle without problems. We agree that it is odd for 8 to fail at once, but a code does not equate to a failed coil. There could be other problems in the electrical system that have arisen since June that would cause the coils to stop performing properly.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, shipping costs or other expenses. If Mr. [redacted] believes all 8 are bad then we can assist with replacement parts, but no refund is available.
[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 Mr. [redacted] did not receive his packages when he hoped! He ordered Thursday 10/20 and chose Priority Mail. We shipped his order that same day and he received one package in 2 business days on Saturday 10/22 and two packages in 3 business days Monday 10/24. USPS returned the fourth...
package to our warehouse on 10/24. We apologize that USPS returned this package in error. Mr. [redacted] called on Monday afternoon 10/24 to inform us that this package was returned. We shipped the replacements the next morning, Tuesday 10/25, and he received them in 2 business days on Thursday 10/27. Despite one package being returned, Mr. [redacted] still received his order on time, since we showed "You should receive by Thursday, October 27, 2016" in his shopping cart and shipment confirmation. Mr. [redacted] returned two caliper cores and USPS delivered them to our warehouse on Monday 11/7. The total value of these cores was $150.00. Because Mr. [redacted] filed a PayPal dispute on 10/28, we were unable to process a refund when we received his return. PayPal provided him with a full refund of $802.41. Mr. [redacted] did not pay for his order so we will not issue any additional refund.
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.]I packed the window myself, which was never taken out of the box, only lifted part way, when I realized it was not the right size. The mistake in chipping the glass had to have been made at the warehouse.
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 have spoken in my previous complaint, part replacement is not an option in my mind. I paid a mechanic to diagnos and repair the vehicle because I would have expected a better quality part that did not fail within two weeks, after I took the time and labor to install it. I do not need a spare fuel pump for the vehicle. I understand by the manufacturer, that warranty issues with their products need to handled by the distributer, in this case RockAuto; this is a stipulation by the maufacturer for RockAuto selling their product. Any warranty defect product is returned to the distributor and then returned to the manufacturer for a credit to the distributor. A refund to the customer, me, is a wash for the distributor. At this point, my disappointment in RockAuto will discourage my use of them in any future transaction. However if they would like to issue me a site credit, I can purchase other products and then dissolve my buisness with them.
Regards,
[redacted]
This
customer reports that we shipped him what was ordered but that it
will not fit. We don't mind taking back parts within 30 days, but as
our Help page explains, to receive credit a returned part must be
complete and in its original, unmarked manufacturer's packaging.
Since the customer no...
longer has the original part box, this part is
not returnable for a refund.