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.
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]
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.
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 for all the trouble with Mr. [redacted]’s order. He placed his order on Sunday evening and chose Next Business Day Express for arrival on Tuesday, which cost $38.15. Our warehouse did not ship the parts on time Monday, so he did not receive his initial shipment until Wednesday. Due to this...
1-day delay, we refunded $11.58 to his MasterCard (ending in –3855) on 3/9/16. Mr. [redacted] called us when he received the shipment to report missing parts. We apologized and set those parts to re-ship Wednesday for arrival on Thursday. Two of the three parts were again delayed, due to a combination of warehouse and FedEx error. I am sorry that no one contacted Mr. [redacted] proactively about the second set of delays, but we were not aware of them until he let us know. In total, Mr. [redacted] was delayed 4 business days from his original promised delivery date. We agree a full refund of shipping is appropriate and we refunded the remainder of his shipping charge $26.57, to his MasterCard (ending in –3855) on 4/6/16.
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.
[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.
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]
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.
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]
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.
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.
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]
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 for Mr. H[redacted]'s frustration. Our Help page (http://www.rockauto.com/help/?page=1) explains how to find and choose parts, as well as how to place an order. For help with existing orders, our Order Status & Returns page (http://www.rockauto.com/orderstatus) can provide immediate...
solutions 24/7, without the need for multiple emails or waiting on hold. All of the information we have is shown in our online catalog and self-service helps keep our prices low for everyone! We do also list our contact information in the "About Us" section of our Help page (http://www.rockauto.com/help/?page=6) if a customer's question is not answered online.Mr. H[redacted] does not have any orders with RockAuto. We have called him several times and provided our phone number and email address in our voice mails, but we have not received 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.
[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.
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.
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]
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.
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 for all the trouble with Mr. [redacted]’s order. He placed his order on Sunday evening and chose Next Business Day Express for arrival on Tuesday, which cost $38.15. Our warehouse did not ship the parts on time Monday, so he did not receive his initial shipment until Wednesday. Due to this...
1-day delay, we refunded $11.58 to his MasterCard (ending in –3855) on 3/9/16. Mr. [redacted] called us when he received the shipment to report missing parts. We apologized and set those parts to re-ship Wednesday for arrival on Thursday. Two of the three parts were again delayed, due to a combination of warehouse and FedEx error. I am sorry that no one contacted Mr. [redacted] proactively about the second set of delays, but we were not aware of them until he let us know. In total, Mr. [redacted] was delayed 4 business days from his original promised delivery date. We agree a full refund of shipping is appropriate and we refunded the remainder of his shipping charge $26.57, to his MasterCard (ending in –3855) on 4/6/16.
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.
[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.
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]
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.
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]
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.
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.
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]
[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 for Mr. H[redacted]'s frustration. Our Help page (http://www.rockauto.com/help/?page=1) explains how to find and choose parts, as well as how to place an order. For help with existing orders, our Order Status & Returns page (http://www.rockauto.com/orderstatus) can provide immediate...
solutions 24/7, without the need for multiple emails or waiting on hold. All of the information we have is shown in our online catalog and self-service helps keep our prices low for everyone! We do also list our contact information in the "About Us" section of our Help page (http://www.rockauto.com/help/?page=6) if a customer's question is not answered online.Mr. H[redacted] does not have any orders with RockAuto. We have called him several times and provided our phone number and email address in our voice mails, but we have not received 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.
[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.