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 manufacturer of the product this
customer purchased offered a core refund upon return of a rebuildable
core. As our Help
page explains, cores are not refundable if they can not be
rebuilt. The core this customer
returned was inspected by the manufacturer (who specializes in...
these
products). Unfortunately, the manufacturer determined his specific
core is not rebuildable. We offered to return the core
to the customer at his expense or dispose of the not-rebuildable
core. The customer let us know it could be disposed of, so we
disposed of it. No core refund will be issued for this unusable part.
We
apologize that this was not handled appropriately. We have issued a
refund of $137.50 (the reported cost of repair) to the
customer's original payment method, as the customer has requested.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I replied just a few days ago I don't know why I am receiving this email again
When I ordered the parts from Rock auto nowhere on ordering page was there anything that said I had 30 days not until I realize they did not fit I had to get back online to search this site to find out how to return them that is win I found out on the help page that they do not accept returns after 30 days if I had known that prior to ordering them I would not have ordered them because I knew I may or may not get them done as fast as I would like so I called them and told them I did not see nor did I bother to look on the help page because I didn't realize that it was the wrong ones. I have ordered a lot of parts from a lot of places I am never had a place to put a time limitOn when you could return them and to hide it on a help page is ridiculous there shipment full disclosure upon ordering
Mr. [redacted] purchased a thermostat listed to include the seal, and contacted us on May 26, 2016 saying he didn't receive the proper gasket. Based on the picture he sent, he received the seal that is included. The gasket he wants is not included with this thermostat, but we do sell it separately. Mr....
[redacted] received the thermostat and gasket that were advertised and told us he purchased the gasket elsewhere to complete his installation. We accept returns within 30 days, as our Help page explains, but we will not accept returns of parts that have been installed or modified. He installed and is using the part, so he is not due a refund and we cannot pay Mr. [redacted] for merchandise purchased at another retailer.
In
the return instructions the customer used to return these products,
we state:
“After
you've shipped the package, please enter the tracking number on our
Order Status page (http://www.rockauto.com/orderstatus/)...If
you are unable to enter the tracking number online, please contact...
us
with your tracking number for assistance.”
The
customer did not enter return tracking information online, nor did he
contact us about entering return tracking information, and when asked
for it he is unable to provide it. The return location never received
these parts back. Without valid tracking information, we have no idea
where these parts are (still with the customer, lost by the carrier,
sent to the wrong location, etc.). Since we can not refund for
something we never received back, no refund is due.
It's true Trico does not currently
sell a conventional wiper blade for 2013 Explorer's. The parts Mr.
[redacted] ordered are discontinued parts, which is one reason he was
able to purchase them for $1.93 a piece on wholesaler closeout.
Trico's current "Exact Fit" blade
for the left hand side of Mr. [redacted]'s Explorer is noted as being 26". We
agree that it is incorrect to list two "Exact Fit" parts which vary in
length (the Exact Fit part he received is advertised as 24").
Consequently, we will refund Mr. [redacted] the amount he paid for the blades
we incorrectly advertised on our website, which was $3.86. He need not
return them.
RockAuto does not decide which reviews CustomerLobby posts, nor how Customer Lobby chooses to display them.
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.] Recognizing the proliferation of overseas manufacturers today, I understand RockAuto's perspective regarding the compatibility of parts. None the less, they advertised a very specific product, which was identified in their catalog with a photograph, the url of which is shown below. http://www.rockauto.com/catalog/moreinfo.php?pk=3549804&cc=1195477&jnid=...⇄ part I received did not match their catalog photo of a fan clutch that undeniably showed it to be manufactured by Sachs in Germany. When I first questioned RockAuto regarding this contradiction their response was, in part, as follows"The shipping location verifies that all their stock matches each other, and their stock matches the catalog description and the photo in the catalog. Both the 1042000122 and 1032000422 numbers are listed in the Alternate/OEM Part numbers in the catalog listing, and it was manufactured in Germany. Therefore the part is exactly intended to replace your Mercedes' Fan Clutch."The above statement suggests that the shipping location is not aware of the catalog contents, and that they are not familiar with the part manufacturers. It also states that their stock matches the photo in the catalog. Based on the part I received, this is not the case. A subsequent response from a different person at RockAuto included the following."I have reviewed this situation as well as the pictures that you sent in. The pictures show that the part you received matches what we show on the catalog in terms of fitment and function. When you ordered the part it noted that it was a Private Label Package. This means that the part will arrive in a box that may not be the manufacturer's box."Fitment, function, and packaging are not the issue. The issue is that RockAuto advertised a specific part and illustrated the ad with a photo of a part that clearly was manufactured by a specific manufacturer, Sachs, in Germany. They did not send the advertised part, but instead substitued an equivalent part manufactured by Hamburg-Technic in China. They advertised "A", I ordered and paid for "A", but I received "B". This clearly demonstrates a policy of deceptive and false advertising.In my complaint I asked that RockAuto credit my PayPal account for my outstanding credit balance related to my unsatisfactory purchases. As of 1018 hrs, 30 July 2015 this has not happened.
[redacted]
I downloaded,all the instructions and forms,that were required for a return. There was no options,to check stating the items were not what was advertised and would not fit. I placed all info on outside of cartoon and inserted the ones required. I paid,all return shipping costs to and fro.there is nothing else I can do to improve the shipping issue. Why does Rock Auto,or myself think if I try return again,that it would somehow meracuoisly make it through this time,when everything was packaged and labeled the way their instruments for return item was followed. I now have $187.79 + $49.19 (shipping to Canada)+ $31.50(return to me,shipping) thank you,C.S.[redacted]
We are sorry that Ms. [redacted]'s vehicle reports an error code, but converters that fail due to a performance defect are relatively rare. Typically, a performance failure is due to a problem with the vehicle's engine management system, causing the fuel to burn too rich which breaks down the catalytic...
converter and doesn’t allow it to function properly. Excessive carbon and soot can also lower the efficiency of the converter. 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.When Ms. [redacted] called on 7/5, she told us that she had written documentation of the failure from her mechanic. She said that she would send this documentation via email so that we could confirm if the failure would be covered under the manufacturer's warranty. We also requested this documentation by email, but we have not yet received a response. Once Ms [redacted] provides this information, we can proceed with warranty options, if covered.
Our
FAQ
page reminds customers to read listings carefully to ensure parts
match their application. This
customer has a Quattro model, but ordered Ultrapower part #UF290 for
a Base model as our listing specifies
[redacted]).
Our...
Policies
page explains that we do accept returns within 30 days but
shipping
charges are not refundable unless the return is due to our mistake.
Since this was the customer's error, he is welcome to return the part
for a refund of the part cost, but no shipping charges will be
refunded.
We're glad this customer decided not to
file a dispute and that we reached a resolution after this complaint
was filed, but apologize this wasn't resolved more quickly. He
ordered a wiper blade that didn't fit. We verified that our catalog
listing is correct for this vehicle application, so...
we're not sure
why it won't work for the customer. We resolved this with the
customer by providing a full refund for the part.
We are sorry Mr. [redacted] received the wrong part twice! We agree he should not be responsible for the cost to return the second part. We will refund him the $3.50 he paid to return it immediately.
We are sorry that Mr. [redacted] received differential bearings and seals that did not fit his vehicle. He reported the problem online using our Order Status & Returns page and when we asked him if the description and fitment details for the part match what he needs for his vehicle, he answered that...
he was "not sure" so we believe he may have ordered incorrectly. We provided return instructions and issued his refunds on 1/17 and 1/21, but as our Help page explains ([redacted] ), 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] I realize it is not their fault. Fed Ex lost those packages and I would like them to start a claim with Fed Ex. That is all I am asking. Fed Ex did not correctly handle those packages and I have received a verbal confirmation from them that they handled them wrong. Please start a claim with them.
This is probably the only way you make money is to rip off customers with bad parts.Horrible company, so I will continue to leave bad feedback about this until something is done.You shouldn't of sold me incorrect parts that about disabled my vehicle.Only a person with absolutely no compassion operates a business where you send out incorrect parts because of errors made on your software's part, and you try to blame it on a customer when your website was the error. When I receive a cash refund in full I will stop leaving bad feedback. Otherwise it is warranted for their rude-as administration. If your administration office acts like sorry worthless POS you can guarantee your company is too a POS company, worthless even. I use to pass on this company to others, even have their refrigerator magnet where others can see. Not anymore, not since this company decided to stop sticking it to their wives so that they could fk their customers by sending incorrect parts due to their websites interface of incorrectly matching a vehicles specifics to the specific parts. That's your company's fault that you made the mistake of hiring crappy programmers. 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]
As our Help page explains (http://www.rockauto.com/help/?page=3#SIGNFOR), parts shipped by truck freight require a signature. They must be completely unwrapped and examined for damage before signing. If there is any damage, the customer should not sign for the package, but should instead refuse it...
and report the problem on our Order Status & Returns page. The Order Confirmation we sent when Miss [redacted] placed her order and the Shipment Confirmation email we sent when the item shipped both provided this information. Miss [redacted] called us about the damage on 8/17. Because her freight forwarder, Alaska Marine Lines, signed for and accepted the package, we filed a claim with the carrier who had 120 days to make a determination on that claim. The carrier approved the claim so we issued her refund on 10/31.
This
customer ordered three parts: 2 front shocks and 1 rear shock, as our
site and his order confirmation showed. He mistakenly assumed the
single rear shock advertised on our site would be sold in pairs
despite there being no indication that it would be sold in pairs. As
our Help
page...
explains, parts are priced individually, unless stated
otherwise in the listing. All shipments include a shipping cost, so
we explained that since we shipped him exactly what he ordered we
would not cover shipping costs on a new order for a part he
originally neglected to order. No update to the part listing is
necessary, since the listing does not claim to include 2 parts when a
quantity of 1 is ordered and our Help page offers explicit
clarification that our parts are sold individually. He is welcome to
return his order within 30 days of ordering if he'd like using the
return instructions he generated. As our Help
page explains, shipping charges are
not refundable unless the return is due to our mistake.
Since we shipped what was ordered no shipping costs will be covered
on the original order.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
The manufacturer of the product this
customer purchased offered a core refund upon return of a rebuildable
core. As our Help
page explains, cores are not refundable if they can not be
rebuilt. The core this customer
returned was inspected by the manufacturer (who specializes in...
these
products). Unfortunately, the manufacturer determined his specific
core is not rebuildable. We offered to return the core
to the customer at his expense or dispose of the not-rebuildable
core. The customer let us know it could be disposed of, so we
disposed of it. No core refund will be issued for this unusable part.
We
apologize that this was not handled appropriately. We have issued a
refund of $137.50 (the reported cost of repair) to the
customer's original payment method, as the customer has requested.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I replied just a few days ago I don't know why I am receiving this email again
When I ordered the parts from Rock auto nowhere on ordering page was there anything that said I had 30 days not until I realize they did not fit I had to get back online to search this site to find out how to return them that is win I found out on the help page that they do not accept returns after 30 days if I had known that prior to ordering them I would not have ordered them because I knew I may or may not get them done as fast as I would like so I called them and told them I did not see nor did I bother to look on the help page because I didn't realize that it was the wrong ones. I have ordered a lot of parts from a lot of places I am never had a place to put a time limitOn when you could return them and to hide it on a help page is ridiculous there shipment full disclosure upon ordering
Mr. [redacted] purchased a thermostat listed to include the seal, and contacted us on May 26, 2016 saying he didn't receive the proper gasket. Based on the picture he sent, he received the seal that is included. The gasket he wants is not included with this thermostat, but we do sell it separately. Mr....
[redacted] received the thermostat and gasket that were advertised and told us he purchased the gasket elsewhere to complete his installation. We accept returns within 30 days, as our Help page explains, but we will not accept returns of parts that have been installed or modified. He installed and is using the part, so he is not due a refund and we cannot pay Mr. [redacted] for merchandise purchased at another retailer.
In
the return instructions the customer used to return these products,
we state:
“After
you've shipped the package, please enter the tracking number on our
Order Status page (http://www.rockauto.com/orderstatus/)...If
you are unable to enter the tracking number online, please contact...
us
with your tracking number for assistance.”
The
customer did not enter return tracking information online, nor did he
contact us about entering return tracking information, and when asked
for it he is unable to provide it. The return location never received
these parts back. Without valid tracking information, we have no idea
where these parts are (still with the customer, lost by the carrier,
sent to the wrong location, etc.). Since we can not refund for
something we never received back, no refund is due.
It's true Trico does not currently
sell a conventional wiper blade for 2013 Explorer's. The parts Mr.
[redacted] ordered are discontinued parts, which is one reason he was
able to purchase them for $1.93 a piece on wholesaler closeout.
Trico's current "Exact Fit" blade
for the left hand side of Mr. [redacted]'s Explorer is noted as being 26". We
agree that it is incorrect to list two "Exact Fit" parts which vary in
length (the Exact Fit part he received is advertised as 24").
Consequently, we will refund Mr. [redacted] the amount he paid for the blades
we incorrectly advertised on our website, which was $3.86. He need not
return them.
RockAuto does not decide which reviews CustomerLobby posts, nor how Customer Lobby chooses to display them.
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.] Recognizing the proliferation of overseas manufacturers today, I understand RockAuto's perspective regarding the compatibility of parts. None the less, they advertised a very specific product, which was identified in their catalog with a photograph, the url of which is shown below. http://www.rockauto.com/catalog/moreinfo.php?pk=3549804&cc=1195477&jnid=...⇄ part I received did not match their catalog photo of a fan clutch that undeniably showed it to be manufactured by Sachs in Germany. When I first questioned RockAuto regarding this contradiction their response was, in part, as follows"The shipping location verifies that all their stock matches each other, and their stock matches the catalog description and the photo in the catalog. Both the 1042000122 and 1032000422 numbers are listed in the Alternate/OEM Part numbers in the catalog listing, and it was manufactured in Germany. Therefore the part is exactly intended to replace your Mercedes' Fan Clutch."The above statement suggests that the shipping location is not aware of the catalog contents, and that they are not familiar with the part manufacturers. It also states that their stock matches the photo in the catalog. Based on the part I received, this is not the case. A subsequent response from a different person at RockAuto included the following."I have reviewed this situation as well as the pictures that you sent in. The pictures show that the part you received matches what we show on the catalog in terms of fitment and function. When you ordered the part it noted that it was a Private Label Package. This means that the part will arrive in a box that may not be the manufacturer's box."Fitment, function, and packaging are not the issue. The issue is that RockAuto advertised a specific part and illustrated the ad with a photo of a part that clearly was manufactured by a specific manufacturer, Sachs, in Germany. They did not send the advertised part, but instead substitued an equivalent part manufactured by Hamburg-Technic in China. They advertised "A", I ordered and paid for "A", but I received "B". This clearly demonstrates a policy of deceptive and false advertising.In my complaint I asked that RockAuto credit my PayPal account for my outstanding credit balance related to my unsatisfactory purchases. As of 1018 hrs, 30 July 2015 this has not happened.
[redacted]
I downloaded,all the instructions and forms,that were required for a return. There was no options,to check stating the items were not what was advertised and would not fit. I placed all info on outside of cartoon and inserted the ones required. I paid,all return shipping costs to and fro.there is nothing else I can do to improve the shipping issue. Why does Rock Auto,or myself think if I try return again,that it would somehow meracuoisly make it through this time,when everything was packaged and labeled the way their instruments for return item was followed. I now have $187.79 + $49.19 (shipping to Canada)+ $31.50(return to me,shipping) thank you,C.S.[redacted]
I have received email contact from the company and they are resolving the issue.
We are sorry that Ms. [redacted]'s vehicle reports an error code, but converters that fail due to a performance defect are relatively rare. Typically, a performance failure is due to a problem with the vehicle's engine management system, causing the fuel to burn too rich which breaks down the catalytic...
converter and doesn’t allow it to function properly. Excessive carbon and soot can also lower the efficiency of the converter. 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.When Ms. [redacted] called on 7/5, she told us that she had written documentation of the failure from her mechanic. She said that she would send this documentation via email so that we could confirm if the failure would be covered under the manufacturer's warranty. We also requested this documentation by email, but we have not yet received a response. Once Ms [redacted] provides this information, we can proceed with warranty options, if covered.
Our
FAQ
page reminds customers to read listings carefully to ensure parts
match their application. This
customer has a Quattro model, but ordered Ultrapower part #UF290 for
a Base model as our listing specifies
[redacted]).
Our...
Policies
page explains that we do accept returns within 30 days but
shipping
charges are not refundable unless the return is due to our mistake.
Since this was the customer's error, he is welcome to return the part
for a refund of the part cost, but no shipping charges will be
refunded.
We're glad this customer decided not to
file a dispute and that we reached a resolution after this complaint
was filed, but apologize this wasn't resolved more quickly. He
ordered a wiper blade that didn't fit. We verified that our catalog
listing is correct for this vehicle application, so...
we're not sure
why it won't work for the customer. We resolved this with the
customer by providing a full refund for the part.
We are sorry Mr. [redacted] received the wrong part twice! We agree he should not be responsible for the cost to return the second part. We will refund him the $3.50 he paid to return it immediately.
We are sorry that Mr. [redacted] received differential bearings and seals that did not fit his vehicle. He reported the problem online using our Order Status & Returns page and when we asked him if the description and fitment details for the part match what he needs for his vehicle, he answered that...
he was "not sure" so we believe he may have ordered incorrectly. We provided return instructions and issued his refunds on 1/17 and 1/21, but as our Help page explains ([redacted] ), 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] I realize it is not their fault. Fed Ex lost those packages and I would like them to start a claim with Fed Ex. That is all I am asking. Fed Ex did not correctly handle those packages and I have received a verbal confirmation from them that they handled them wrong. Please start a claim with them.
This is probably the only way you make money is to rip off customers with bad parts.Horrible company, so I will continue to leave bad feedback about this until something is done.You shouldn't of sold me incorrect parts that about disabled my vehicle.Only a person with absolutely no compassion operates a business where you send out incorrect parts because of errors made on your software's part, and you try to blame it on a customer when your website was the error. When I receive a cash refund in full I will stop leaving bad feedback. Otherwise it is warranted for their rude-a
s administration. If your administration office acts like sorry worthless POS you can guarantee your company is too a POS company, worthless even. I use to pass on this company to others, even have their refrigerator magnet where others can see. Not anymore, not since this company decided to stop sticking it to their wives so that they could f
k their customers by sending incorrect parts due to their websites interface of incorrectly matching a vehicles specifics to the specific parts. That's your company's fault that you made the mistake of hiring crappy programmers. 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]
As our Help page explains (http://www.rockauto.com/help/?page=3#SIGNFOR), parts shipped by truck freight require a signature. They must be completely unwrapped and examined for damage before signing. If there is any damage, the customer should not sign for the package, but should instead refuse it...
and report the problem on our Order Status & Returns page. The Order Confirmation we sent when Miss [redacted] placed her order and the Shipment Confirmation email we sent when the item shipped both provided this information. Miss [redacted] called us about the damage on 8/17. Because her freight forwarder, Alaska Marine Lines, signed for and accepted the package, we filed a claim with the carrier who had 120 days to make a determination on that claim. The carrier approved the claim so we issued her refund on 10/31.
This
customer ordered three parts: 2 front shocks and 1 rear shock, as our
site and his order confirmation showed. He mistakenly assumed the
single rear shock advertised on our site would be sold in pairs
despite there being no indication that it would be sold in pairs. As
our Help
page...
explains, parts are priced individually, unless stated
otherwise in the listing. All shipments include a shipping cost, so
we explained that since we shipped him exactly what he ordered we
would not cover shipping costs on a new order for a part he
originally neglected to order. No update to the part listing is
necessary, since the listing does not claim to include 2 parts when a
quantity of 1 is ordered and our Help page offers explicit
clarification that our parts are sold individually. He is welcome to
return his order within 30 days of ordering if he'd like using the
return instructions he generated. As our Help
page explains, shipping charges are
not refundable unless the return is due to our mistake.
Since we shipped what was ordered no shipping costs will be covered
on the original order.