Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have uploaded the picture from first shipment and second shipment of the product from Rockauto. Also the new brake I bought from a different vendor of the same product. you will see a difference between a brand new brake pad and used one.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I've bought from RockAuto multiple times before this year, I just didn't make an account until January(in response to their first sentence). I already told RockAuto I DIDN'T have the core, as I disposed of it IMMEDIATELY after installing the Cardone pump which I bought from THEM. It wasn't my vault the pump's seal went bad after three days. How would I have known? Once again, the pump was dirty because of the leaking fluid that was constantly coming from under my car, and I also recently discovered I have an oil leak, so I'm now assuming that it was a combination of motor oil AND power steering fluid that caused the gunk to accumulate so quickly. RockAuto didn't even want to ship the defective part back for free initially; it was only after I talked to another customer service rep the next day that I was able to get the part shipped back for free. I cleaned the pump and sent pictures back to RockAuto to support my claims, and they simply repeated their incredulous accusations. I am attaching pictures of the pump to show what it looked like after I cleaned it, and how it is in fact the same exact pump that I bought from RockAuto.com. Also attached a screenshot verifying the order date, and the first email they sent to me once they received my return. I have more pictures of the full email thread but I ran out of space for attachments. As you can see, I'm being 100% transparent because I didn't do anything wrong. RockAuto has been giving me the run-around for the last month, and after checking Google, this seems to be the norm for their customer service. This isn't right for consumers who put their trust into companies like this...
Regards,
[redacted]
This customer purchased DNJ valve
lifters on 11/18/2014 that are covered by DNJ's 12 months / 12,000
miles warranty. On 2/17/2015, the customer contacted us requesting a
return of the installed lifters for a refund. As our Warranties
page explains, like other retailers of branded products,...
RockAuto
does not offer any product warranty of our own--we honor the warranty
provided by the manufacturer of the product. 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.
We offered to provide return
instructions for the 5 failed lifters for reshipment of the same
product, as the manufacturer's warranty offers. The customer
indicated that he did not want replacement products but would only
accept a refund for his returns. We're sorry he received several
defective parts., but we have explained multiple times that
reshipment is the only option the manufacturer offers under their
warranty. The customer has unsuccessfully attempted to charge back
the funds via his credit card company and continues to request a
refund for these products.
Should the customer wish to return the
5 failed lifters for replacement under warranty, he is welcome to
contact [redacted]
before 11/18/2014 so we can provide the return instructions necessary
for return and reshipment. No refund will be issued for these
lifters, since neither our
30 day return policy nor the manufacturer's warranty offer this
option.
We did not falsely advertise the Dorman Door Hinge Pin & Bushings
Mr. [redacted] ordered. As the attached image taken from Dorman's website
catalog shows, we advertise the parts how the manufacturer does. Despite
Mr. [redacted]'s personal knowledge of his car and the images he attached
from undocumented sources, Dorman's catalog also confirms that the Door
Hinge Pin & Bushing Kit for a 1972 model is different than the 1971
model (also attached).
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 part they sold me was not the part that they said it was. Their mistake cost me money, allot of money in fact.
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 true that the freight company contacted me in June. The freight company refused my plea to deliver the item to my home and forced me to accept the product at work where it was impossible to inspect it, thus the ONLY way I would be able to have the product I wanted was to sign and accept. Either the freight company or Rock Auto caused the damage with a forklift, a machine that I neither own nor used. AND, whomever caused the damage, covered it with clear tape KNOWING they breached the box with a forklift and damage could have occurred, but sent it on anyway.It is possible Rock Auto could have caused the damage during their handling of the item. There is no way for me to know that, nor any way for them to claim they know it was not them, unless they have video footage of their handling of the item.
[redacted]
We apologize that the supervisor called the phone number on the order instead of the cell phone provided in his request. Mr. [redacted] did receive a call back on the morning of the 2nd business day to address his customer service concerns and discuss the return of his order. That call did not change...
the facts established with the first customer service representative: He ordered a front rotor & brake pad kit listed to fit a vehicle with vented rear rotors. The catalog listing (attached) is clear regarding the vehicle application requirements and Mr. [redacted]’s vehicle has solid rear rotors. Since he ordered the wrong kit for his vehicle, we provided him with return instructions to return the kit for a refund equal to the cost of the parts. 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I feel the only reason I was contacted by Rock Auto was because I opened a case with the Revdex.com. I was clearly and very rudely told by Jeanie that the case was closed and that I would not be hearing from anyone. Prior to this call, Ben, the second support representative I spoke with, agreed that the information page was confusing. Nowhere on the page (link below) is there mention of any requirement(s) for the front rotors being dependent on the rear configuration. http://www.rockauto.com/catalog/moreinfo.php?pk=4662198&cc=1...⇄ />
I have since sent the kit back and am very disappointed with Rock Auto's unwillingness to work with me on this.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business is lying. The two parts are the exact same size. Period. That is based on speaking with 2 Ford technicians. Either part would work. They sent me the wrong part and refuse to own up to their mistake. I will be notifying much more than just Revdex.com. The internet is full of reviews on this company doing the same thing to other people.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I am sorry that I calculated the percentage incorrectly: $50 is 15.5% of $321.79. If Mr. [redacted] is not happy with our offer, then he can use the provided return instructions and shipping label to return the part for a full refund.
We're
sorry there was a problem with this customer's order. He reported a
problem with his part just before 5pm CST on Friday, July 3rd.
We provided a prepaid FedEx Ground return label and offered either
reshipment of the correct part using the same shipping method he
originally chose on the...
order (2 business day express) or a full
refund, including shipping, for the incorrect part. The customer
chose reshipment. We explained that since July 3rd
is a federal holiday, FedEx express services were on a
modified/reduced schedule. Further, as
our website explains we can not guarantee same-day shipment on
any order, especially orders transmitted this late in the day on a
federal holiday. Since FedEx Ground services remained open the
prepaid FedEx Ground label we provided him allowed him to drop off
the return on the 3rd.
We express shipped the correct part to him the next business day
that FedEx express services resumed (Monday) and it was delivered 2
business days later on Wednesday. As
our site explains, RockAuto is not responsible for
any costs exceeding the cost of the part, so no additional refund
will be provided.
We have no record of Mr. [redacted] claiming he had receipts showing proof of purchase of an A/C Orifice Tube (or A/C Expansion Valve), A/C Receiver Drier/Accumulator, and A/C System flush or a work order showing the purchase of these items and that the system was flushed. We also have no record of a RockAuto employee telling Mr. [redacted] that too much time had passed for him to claim his 1 year warranty (which is valid until 4/17/2018).If Mr. [redacted] has proof of purchase of the items mentioned above, he may email that information to [email protected]. If we find that Mr. [redacted] satisfied the requirements for his warranty, we will arrange a replacement.
We are sorry that Mr. [redacted]'s tie rods have failed. 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. We offered 2 options to receive the replacement parts under warranty: Mr. [redacted] may return the defective parts so we can ship replacements on the same order OR he can place a new order and be reimbursed for the part cost and outbound shipping upon return of the faulty parts.
We are sorry if our employees were less than professional. We are not mechanics or technicians, so we are not able to provide technical assistance when choosing parts but we do have an extensive Help page to help with part selection. Mr. [redacted] placed his order Sunday afternoon and requested to...
cancel his order on Monday when we explained that we could not add additional parts to an order that had already transmitted. His order was confirmed canceled on Tuesday and we emailed his confirmation at 8:11 am CST. We are not sure why he did not receive this notice.RockAuto does not charge the credit card until the order ships. However, some banks put an immediate "hold" on the account in response to a request to authorize a transaction. Pending authorizations are temporary holds by the bank, not RockAuto, and the bank is responsible for releasing the funds back to the account. The pending authorization for $69.53 would have been released into his account in accordance with his bank’s funds availability policy.
Mr. L[redacted] ordered shock absorbers for a vehicle with rear-wheel drive, as specified in our online catalog. His vehicle has four-wheel-drive, so he ordered incorrectly. As our Help page explains (http://www.rockauto.com/help/?page=4#ARRRET), to receive credit, parts must be returned in their...
original unmarked manufacturer's packaging and may not be refundable if the original box is defaced. Mr. L[redacted] cut the part number and UPC out of the part boxes, so we will not accept a return for his order.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It was not just a matter of explaining the weather, [redacted] was in fact very rude and condescending with the way he spoke to me. I did talk to FedEx today and they explained to me the weather situation which made sense. and they were pleasant to talk to. I do however feel that Rock auto was very rude with the way they handled the situation and I would like to add a black mark on the customer service that I recieved.
Regards,
[redacted]
When
this customer ordered, we thought we could ship his bumper from a
warehouse close to the customer. When we discovered it was out of
stock, our only option was to...
purchase one from another supplier
located across the country. We apologized for our inventory error and
asked the customer if he was willing to pay the higher cost that
solution required. He did not want to pay that cost, so he asked us
to cancel the bumper from the order and we did so. He was not charged
for the canceled part. No additional compensation will be issued.The
quote the customer references was taken out of context on our
Policies
page. That note explains we will not add additional fees after
checkout in situations where shipping costs include special-order
supplier fees or transfer fees for international orders. The shipping
cost on this customer's order did not result from either of these
cases, but from trying to get the customer the bumper from an
alternative supplier. To avoid future confusion, we have removed this
quote from the site.
Mr. [redacted] requested a store credit refund for order number [redacted]. He then paid for his next order, number [redacted], using that store credit. He returned his old part (core) on that new order and we issued credit for the core charge back as store credit. We cannot issue a refund for one order...
([redacted]) to the payment method of another order ([redacted]).
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have uploaded the picture from first shipment and second shipment of the product from Rockauto. Also the new brake I bought from a different vendor of the same product. you will see a difference between a brand new brake pad and used one.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I've bought from RockAuto multiple times before this year, I just didn't make an account until January(in response to their first sentence). I already told RockAuto I DIDN'T have the core, as I disposed of it IMMEDIATELY after installing the Cardone pump which I bought from THEM. It wasn't my vault the pump's seal went bad after three days. How would I have known? Once again, the pump was dirty because of the leaking fluid that was constantly coming from under my car, and I also recently discovered I have an oil leak, so I'm now assuming that it was a combination of motor oil AND power steering fluid that caused the gunk to accumulate so quickly. RockAuto didn't even want to ship the defective part back for free initially; it was only after I talked to another customer service rep the next day that I was able to get the part shipped back for free. I cleaned the pump and sent pictures back to RockAuto to support my claims, and they simply repeated their incredulous accusations. I am attaching pictures of the pump to show what it looked like after I cleaned it, and how it is in fact the same exact pump that I bought from RockAuto.com. Also attached a screenshot verifying the order date, and the first email they sent to me once they received my return. I have more pictures of the full email thread but I ran out of space for attachments. As you can see, I'm being 100% transparent because I didn't do anything wrong. RockAuto has been giving me the run-around for the last month, and after checking Google, this seems to be the norm for their customer service. This isn't right for consumers who put their trust into companies like this...
Regards,
[redacted]
This customer purchased DNJ valve
lifters on 11/18/2014 that are covered by DNJ's 12 months / 12,000
miles warranty. On 2/17/2015, the customer contacted us requesting a
return of the installed lifters for a refund. As our Warranties
page explains, like other retailers of branded products,...
RockAuto
does not offer any product warranty of our own--we honor the warranty
provided by the manufacturer of the product. 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.
We offered to provide return
instructions for the 5 failed lifters for reshipment of the same
product, as the manufacturer's warranty offers. The customer
indicated that he did not want replacement products but would only
accept a refund for his returns. We're sorry he received several
defective parts., but we have explained multiple times that
reshipment is the only option the manufacturer offers under their
warranty. The customer has unsuccessfully attempted to charge back
the funds via his credit card company and continues to request a
refund for these products.
Should the customer wish to return the
5 failed lifters for replacement under warranty, he is welcome to
contact [redacted]
before 11/18/2014 so we can provide the return instructions necessary
for return and reshipment. No refund will be issued for these
lifters, since neither our
30 day return policy nor the manufacturer's warranty offer this
option.
We did not falsely advertise the Dorman Door Hinge Pin & Bushings
Mr. [redacted] ordered. As the attached image taken from Dorman's website
catalog shows, we advertise the parts how the manufacturer does. Despite
Mr. [redacted]'s personal knowledge of his car and the images he attached
from undocumented sources, Dorman's catalog also confirms that the Door
Hinge Pin & Bushing Kit for a 1972 model is different than the 1971
model (also attached).
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 part they sold me was not the part that they said it was. Their mistake cost me money, allot of money in fact.
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 true that the freight company contacted me in June. The freight company refused my plea to deliver the item to my home and forced me to accept the product at work where it was impossible to inspect it, thus the ONLY way I would be able to have the product I wanted was to sign and accept. Either the freight company or Rock Auto caused the damage with a forklift, a machine that I neither own nor used. AND, whomever caused the damage, covered it with clear tape KNOWING they breached the box with a forklift and damage could have occurred, but sent it on anyway.It is possible Rock Auto could have caused the damage during their handling of the item. There is no way for me to know that, nor any way for them to claim they know it was not them, unless they have video footage of their handling of the item.
[redacted]
We apologize that the supervisor called the phone number on the order instead of the cell phone provided in his request. Mr. [redacted] did receive a call back on the morning of the 2nd business day to address his customer service concerns and discuss the return of his order. That call did not change...
the facts established with the first customer service representative: He ordered a front rotor & brake pad kit listed to fit a vehicle with vented rear rotors. The catalog listing (attached) is clear regarding the vehicle application requirements and Mr. [redacted]’s vehicle has solid rear rotors. Since he ordered the wrong kit for his vehicle, we provided him with return instructions to return the kit for a refund equal to the cost of the parts. 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I feel the only reason I was contacted by Rock Auto was because I opened a case with the Revdex.com. I was clearly and very rudely told by Jeanie that the case was closed and that I would not be hearing from anyone. Prior to this call, Ben, the second support representative I spoke with, agreed that the information page was confusing. Nowhere on the page (link below) is there mention of any requirement(s) for the front rotors being dependent on the rear configuration. http://www.rockauto.com/catalog/moreinfo.php?pk=4662198&cc=1...⇄ /> I have since sent the kit back and am very disappointed with Rock Auto's unwillingness to work with me on this.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business is lying. The two parts are the exact same size. Period. That is based on speaking with 2 Ford technicians. Either part would work. They sent me the wrong part and refuse to own up to their mistake. I will be notifying much more than just Revdex.com. The internet is full of reviews on this company doing the same thing to other people.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I am sorry that I calculated the percentage incorrectly: $50 is 15.5% of $321.79. If Mr. [redacted] is not happy with our offer, then he can use the provided return instructions and shipping label to return the part for a full refund.
We're
sorry there was a problem with this customer's order. He reported a
problem with his part just before 5pm CST on Friday, July 3rd.
We provided a prepaid FedEx Ground return label and offered either
reshipment of the correct part using the same shipping method he
originally chose on the...
order (2 business day express) or a full
refund, including shipping, for the incorrect part. The customer
chose reshipment. We explained that since July 3rd
is a federal holiday, FedEx express services were on a
modified/reduced schedule. Further, as
our website explains we can not guarantee same-day shipment on
any order, especially orders transmitted this late in the day on a
federal holiday. Since FedEx Ground services remained open the
prepaid FedEx Ground label we provided him allowed him to drop off
the return on the 3rd.
We express shipped the correct part to him the next business day
that FedEx express services resumed (Monday) and it was delivered 2
business days later on Wednesday. As
our site explains, RockAuto is not responsible for
any costs exceeding the cost of the part, so no additional refund
will be provided.
We have no record of Mr. [redacted] claiming he had receipts showing proof of purchase of an A/C Orifice Tube (or A/C Expansion Valve), A/C Receiver Drier/Accumulator, and A/C System flush or a work order showing the purchase of these items and that the system was flushed. We also have no record of a RockAuto employee telling Mr. [redacted] that too much time had passed for him to claim his 1 year warranty (which is valid until 4/17/2018).If Mr. [redacted] has proof of purchase of the items mentioned above, he may email that information to [email protected]. If we find that Mr. [redacted] satisfied the requirements for his warranty, we will arrange a replacement.
We are sorry that Mr. [redacted]'s tie rods have failed. 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. We offered 2 options to receive the replacement parts under warranty: Mr. [redacted] may return the defective parts so we can ship replacements on the same order OR he can place a new order and be reimbursed for the part cost and outbound shipping upon return of the faulty parts.
We are sorry if our employees were less than professional. We are not mechanics or technicians, so we are not able to provide technical assistance when choosing parts but we do have an extensive Help page to help with part selection. Mr. [redacted] placed his order Sunday afternoon and requested to...
cancel his order on Monday when we explained that we could not add additional parts to an order that had already transmitted. His order was confirmed canceled on Tuesday and we emailed his confirmation at 8:11 am CST. We are not sure why he did not receive this notice.RockAuto does not charge the credit card until the order ships. However, some banks put an immediate "hold" on the account in response to a request to authorize a transaction. Pending authorizations are temporary holds by the bank, not RockAuto, and the bank is responsible for releasing the funds back to the account. The pending authorization for $69.53 would have been released into his account in accordance with his bank’s funds availability policy.
Mr. L[redacted] ordered shock absorbers for a vehicle with rear-wheel drive, as specified in our online catalog. His vehicle has four-wheel-drive, so he ordered incorrectly. As our Help page explains (http://www.rockauto.com/help/?page=4#ARRRET), to receive credit, parts must be returned in their...
original unmarked manufacturer's packaging and may not be refundable if the original box is defaced. Mr. L[redacted] cut the part number and UPC out of the part boxes, so we will not accept a return for his order.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It was not just a matter of explaining the weather, [redacted] was in fact very rude and condescending with the way he spoke to me. I did talk to FedEx today and they explained to me the weather situation which made sense. and they were pleasant to talk to. I do however feel that Rock auto was very rude with the way they handled the situation and I would like to add a black mark on the customer service that I recieved.
Regards,
[redacted]
When
this customer ordered, we thought we could ship his bumper from a
warehouse close to the customer. When we discovered it was out of
stock, our only option was to...
purchase one from another supplier
located across the country. We apologized for our inventory error and
asked the customer if he was willing to pay the higher cost that
solution required. He did not want to pay that cost, so he asked us
to cancel the bumper from the order and we did so. He was not charged
for the canceled part. No additional compensation will be issued.The
quote the customer references was taken out of context on our
Policies
page. That note explains we will not add additional fees after
checkout in situations where shipping costs include special-order
supplier fees or transfer fees for international orders. The shipping
cost on this customer's order did not result from either of these
cases, but from trying to get the customer the bumper from an
alternative supplier. To avoid future confusion, we have removed this
quote from the site.
Mr. [redacted] requested a store credit refund for order number [redacted]. He then paid for his next order, number [redacted], using that store credit. He returned his old part (core) on that new order and we issued credit for the core charge back as store credit. We cannot issue a refund for one order...
([redacted]) to the payment method of another order ([redacted]).