Mr. [redacted] purchased parts for a 1996 Toyota Camry on 4/10/16, and chose brake parts listed for a wagon and suspension parts listed for a sedan. As our Help page explains, all parts listed fit the year/make/model/engine combination you chose. But if there are limiting factors (like "RWD vs....
4WD", "2-door vs. 4-door", or "w/ A.C. vs. w/o A/C"), they will be listed in the description. Please read listings carefully to ensure they match your application. Since he has a sedan, the brake parts were ordered incorrectly for his vehicle. 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. The customer (or his wife) started and canceled a return on 4/25/16 using our Order Status & Returns page online. Mrs. [redacted] never contacted us directly and we are not sure why the online return was canceled. Mr. [redacted] did not call us until 5/30/16 to request a return of the unneeded parts. As a courtesy to Mr. [redacted], we offered to make an exception to our return policy: return the parts for a store credit equal to the cost of the parts, minus a 5% restocking fee. He accepted this offer, returned the parts, and we issued his store credit on 6/10/16, 6/11/16, and 6/15/16 (as the parts arrived), for a total of $169.12. No additional credit is due.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...
is satisfactory to me.Rockauto has resolved the problem that I had with them, there had been some communication problems with their reps but we got it fixed and they got me what I wanted. Thank you
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is correct I did file a compliant of the damaged tailgate but what has not been addressed is that Rock Auto sent the wrong sized tailgate and it does not fit my truck. I have been refunded the 136$ for the shipping damages just recently but I have called Rock Auto about 4 time regaurding the wrong sized tailagte with no response back. I have Jordan (a manager) from Rock Auto's personal phone number at his work from when communication was made about the damaged tailgate. I left him multiple messages about the wrong sized tailgate without any respnses back. This is my compliant, which I have explained to you in my inital complaint. Please help me address this issue, as this buisness has not contacted me back after my multiple attemps to communicate with them about this. See below for Jordan's information that I have been using to attempt to right this. Jordan Rock Auto Manager: [redacted]
Regards,
[redacted]
As
our Policies 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. Manufactures' 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. This part was purchased in November 2014 and the
customer reported a problem in late January 2015, so we offered to
help him through the part-for-part warranty replacement. No refund
will be issued for the part.
This
customer ordered oil filters and an oil cooler gasket. No problem was
reported with the gasket, but unfortunately the oil filters were
incorrect due to an error in our catalog. We refunded the customer to
his original payment method for the oil filters and their associated
shipping cost...
without requiring a return. We're not sure what he's
referring to regarding us threatening a fraud charge with his credit
card company. Since the customer repeatedly threatened to charge
back/dispute his payment through his credit card company despite us
refunding him for the error, we explained we would not be able to
continue business with someone resorting to a
credit card dispute when reasonable solutions were offered.
WELL .............I KNEW THAT THIS COMPANY WAS NOT GOING TO REFUND ME, AND THIS IS NOT THERE FIRST TIME, BECAUSE I TALKED TO ANOTHER CONSUMER THAT STATE THIS HAPPEN TO THEM ALMOST THE SAME WAY...That is whats wrong with this world we live in...I know that this company received this item back on the day in question AND was SIGNED by their employee...I should not be stuck in the middle o FED X and THEM>>> [redacted]
We are sorry Mr. [redacted] could not wait for a
free replacement or a full refund. RockAuto is staffed 7 days a week to
speak with customers who have already visited our Help and Order Status
& Returns pages but still need assistance. We will not refund Mr.
[redacted] the amount he paid to acquire the component he did not receive.
This
customer ordered Tuesday, December 2
at
12:42 PM (not 7 AM) and chose 2 business day express shipping. During
checkout, we show a “You should receive by” date that said to
expect the order December 5th.
The order was delivered December 5th
at 11 AM.
Our
FAQ
page explains “orders...
placed by
noon central time usually ship the same day but we cannot guarantee
that an order will ship the same day it is placed.” The
customer received the part and shipping service he paid for, so no
shipping costs will be refunded.
We
found a previous order from this customer for the same part but no
problems were reported. If that part was defective, he can set up his
return using the Order
Status and Returns link.
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 (http://www.rockauto.com/docs/warranty.php). Mr. [redacted] has been provided with instructions on how to receive a warranty replacement part.
Mr. [redacted] set up his returns on our Order Status & Returns page and we provided return instructions. These instructions specified that three of the parts were to be returned to a location in California and the other part was to be returned to a location in New York. He could have returned...
the parts in two boxes. The location in New York received one caliper core. We checked with this warehouse and the warehouse in California, but neither received any additional returns from Mr. [redacted]'s orders. We are not sure why Mr. [redacted] indicates we told him to return the parts to a location in Pennsylvania, since he provided tracking information showing he shipped his return to New York. Additionally, we have no record that Mr. [redacted] contacted us about these returns. If Mr. [redacted] shipped all four cores in one box, it seems that three of them were lost in transit. We would recommend filing a claim with the carrier.
[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]
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 completed the online return request within 30 days, but their computer did not complete it. I wanted to talk to a real person, but that is not an option with them. They never called me to tell me that there were problems with the online request. Also, the manufactures warranty is 1 year, not 30 days. The part wasn't right when I received it, so it should be under warranty.
Regards,
[redacted]
This
customer ordered a clutch kit 5/22/15 and was shipped what he
ordered. On 6/18 he reported it was installed and looked correct, but
that it was not shifting correctly and he requested a replacement.
The manufacturer specified that there are many reasons
that the transmission may not shift...
into gear - some are clutch
related and some are not – and that it was necessary to replace the
flywheel to ensure proper function.We then received a few
contradictory versions of what happened from the customer. After
previously stating the part was installed and looked correct, the
customer next reported that the part did not
look correct but that it was installed. If the part didn't look
correct, it should not have been forced to fit as
our site reminds customers. The customer then changed the story
to say that the part was not installed and did not look correct. On
6/19, we provided return instructions for full refund with an
expiration date of 7/2/15.
Nine
days after our return instructions expired and 25 days outside our
return window, the customer again asked to return the part for a
refund. Since the part is now outside our stated return policy and
past our stated return instructions' expiration date, the customer is
welcome to pursue a part-for-part replacement under the
manufacturer's warranty but can not return this for refund. Our
Warranties page explains 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
(http://www.rockauto.com/docs/warranty.php).
Our idea to sell a replacement part locally was suggested based upon
the customer's statement that he had already replaced the part.
Should the customer wish to pursue warranty part-for-part replacement
he can contact our customer service department at [email protected].
We are sorry Mr. [redacted] had a problem with his order, but are not sure why he ordered parts listed in our online catalog with a "3-bolt flange" if his vehicle needed a 4-bolt flange. He placed this order on 3/23. but didn't report a problem until 8/25. We accept returns within 30 days, as our Help...
page explains, but because this order was shipped 172 days ago, we will not accept a return.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]unfortunately, despite what they seem to believe about their employees, I was told to select next day. as a first time user to rock auto, I did not know where to look to see shipping times. in my experience, next business day includes every day of the week except sunday. the sales rep that I talked to was not only uninformative but actually rather rude. it is because of this experience that I chose to use my local auto parts store for the parts that I have purchased since then.lots of people ask me for advice on parts because I used to operate a service station. I will advise them to steer clear of rock auto. thanks
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.]the company sent me the wrong part and it was broken when I received it. It should not matter the time frame. I want my money back for this purchase. Otherwise I will be filing a lawsuit for them sending broken parts.
Regards,
[redacted]
We are sorry that Mr. [redacted] did not receive his packages but we are not responsible for missing parcels if the customer requests shipment to an incorrect address.
As I originally stated, with the amount I have paid out of pocket for the return and replacement of the failed part they sold to me, I would have saved money by just outright purchasing a new part locally and throwing away the failed part. That doesn't portray good customer service, nor is it a good business practice.
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]
Mr. [redacted] purchased parts for a 1996 Toyota Camry on 4/10/16, and chose brake parts listed for a wagon and suspension parts listed for a sedan. As our Help page explains, all parts listed fit the year/make/model/engine combination you chose. But if there are limiting factors (like "RWD vs....
4WD", "2-door vs. 4-door", or "w/ A.C. vs. w/o A/C"), they will be listed in the description. Please read listings carefully to ensure they match your application. Since he has a sedan, the brake parts were ordered incorrectly for his vehicle. 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. The customer (or his wife) started and canceled a return on 4/25/16 using our Order Status & Returns page online. Mrs. [redacted] never contacted us directly and we are not sure why the online return was canceled. Mr. [redacted] did not call us until 5/30/16 to request a return of the unneeded parts. As a courtesy to Mr. [redacted], we offered to make an exception to our return policy: return the parts for a store credit equal to the cost of the parts, minus a 5% restocking fee. He accepted this offer, returned the parts, and we issued his store credit on 6/10/16, 6/11/16, and 6/15/16 (as the parts arrived), for a total of $169.12. No additional credit is due.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...
is satisfactory to me.Rockauto has resolved the problem that I had with them, there had been some communication problems with their reps but we got it fixed and they got me what I wanted. Thank you
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is correct I did file a compliant of the damaged tailgate but what has not been addressed is that Rock Auto sent the wrong sized tailgate and it does not fit my truck. I have been refunded the 136$ for the shipping damages just recently but I have called Rock Auto about 4 time regaurding the wrong sized tailagte with no response back. I have Jordan (a manager) from Rock Auto's personal phone number at his work from when communication was made about the damaged tailgate. I left him multiple messages about the wrong sized tailgate without any respnses back. This is my compliant, which I have explained to you in my inital complaint. Please help me address this issue, as this buisness has not contacted me back after my multiple attemps to communicate with them about this. See below for Jordan's information that I have been using to attempt to right this. Jordan Rock Auto Manager: [redacted]
Regards,
[redacted]
As
our Policies 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. Manufactures' 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. This part was purchased in November 2014 and the
customer reported a problem in late January 2015, so we offered to
help him through the part-for-part warranty replacement. No refund
will be issued for the part.
This
customer ordered oil filters and an oil cooler gasket. No problem was
reported with the gasket, but unfortunately the oil filters were
incorrect due to an error in our catalog. We refunded the customer to
his original payment method for the oil filters and their associated
shipping cost...
without requiring a return. We're not sure what he's
referring to regarding us threatening a fraud charge with his credit
card company. Since the customer repeatedly threatened to charge
back/dispute his payment through his credit card company despite us
refunding him for the error, we explained we would not be able to
continue business with someone resorting to a
credit card dispute when reasonable solutions were offered.
WELL .............I KNEW THAT THIS COMPANY WAS NOT GOING TO REFUND ME, AND THIS IS NOT THERE FIRST TIME, BECAUSE I TALKED TO ANOTHER CONSUMER THAT STATE THIS HAPPEN TO THEM ALMOST THE SAME WAY...That is whats wrong with this world we live in...I know that this company received this item back on the day in question AND was SIGNED by their employee...I should not be stuck in the middle o FED X and THEM>>> [redacted]
We are sorry Mr. [redacted] could not wait for a
free replacement or a full refund. RockAuto is staffed 7 days a week to
speak with customers who have already visited our Help and Order Status
& Returns pages but still need assistance. We will not refund Mr.
[redacted] the amount he paid to acquire the component he did not receive.
This
customer ordered Tuesday, December 2
at
12:42 PM (not 7 AM) and chose 2 business day express shipping. During
checkout, we show a “You should receive by” date that said to
expect the order December 5th.
The order was delivered December 5th
at 11 AM.
Our
FAQ
page explains “orders...
placed by
noon central time usually ship the same day but we cannot guarantee
that an order will ship the same day it is placed.” The
customer received the part and shipping service he paid for, so no
shipping costs will be refunded.
We
found a previous order from this customer for the same part but no
problems were reported. If that part was defective, he can set up his
return using the Order
Status and Returns link.
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 (http://www.rockauto.com/docs/warranty.php). Mr. [redacted] has been provided with instructions on how to receive a warranty replacement part.
Mr. [redacted] set up his returns on our Order Status & Returns page and we provided return instructions. These instructions specified that three of the parts were to be returned to a location in California and the other part was to be returned to a location in New York. He could have returned...
the parts in two boxes. The location in New York received one caliper core. We checked with this warehouse and the warehouse in California, but neither received any additional returns from Mr. [redacted]'s orders. We are not sure why Mr. [redacted] indicates we told him to return the parts to a location in Pennsylvania, since he provided tracking information showing he shipped his return to New York. Additionally, we have no record that Mr. [redacted] contacted us about these returns. If Mr. [redacted] shipped all four cores in one box, it seems that three of them were lost in transit. We would recommend filing a claim with the carrier.
[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]
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 completed the online return request within 30 days, but their computer did not complete it. I wanted to talk to a real person, but that is not an option with them. They never called me to tell me that there were problems with the online request. Also, the manufactures warranty is 1 year, not 30 days. The part wasn't right when I received it, so it should be under warranty.
Regards,
[redacted]
We have nothing further to say to Mr. [redacted].
This
customer ordered a clutch kit 5/22/15 and was shipped what he
ordered. On 6/18 he reported it was installed and looked correct, but
that it was not shifting correctly and he requested a replacement.
The manufacturer specified that there are many reasons
that the transmission may not shift...
into gear - some are clutch
related and some are not – and that it was necessary to replace the
flywheel to ensure proper function.We then received a few
contradictory versions of what happened from the customer. After
previously stating the part was installed and looked correct, the
customer next reported that the part did not
look correct but that it was installed. If the part didn't look
correct, it should not have been forced to fit as
our site reminds customers. The customer then changed the story
to say that the part was not installed and did not look correct. On
6/19, we provided return instructions for full refund with an
expiration date of 7/2/15.
Nine
days after our return instructions expired and 25 days outside our
return window, the customer again asked to return the part for a
refund. Since the part is now outside our stated return policy and
past our stated return instructions' expiration date, the customer is
welcome to pursue a part-for-part replacement under the
manufacturer's warranty but can not return this for refund. Our
Warranties page explains 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
(http://www.rockauto.com/docs/warranty.php).
Our idea to sell a replacement part locally was suggested based upon
the customer's statement that he had already replaced the part.
Should the customer wish to pursue warranty part-for-part replacement
he can contact our customer service department at
[email protected].
We are sorry Mr. [redacted] had a problem with his order, but are not sure why he ordered parts listed in our online catalog with a "3-bolt flange" if his vehicle needed a 4-bolt flange. He placed this order on 3/23. but didn't report a problem until 8/25. We accept returns within 30 days, as our Help...
page explains, but because this order was shipped 172 days ago, we will not accept a return.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]unfortunately, despite what they seem to believe about their employees, I was told to select next day. as a first time user to rock auto, I did not know where to look to see shipping times. in my experience, next business day includes every day of the week except sunday. the sales rep that I talked to was not only uninformative but actually rather rude. it is because of this experience that I chose to use my local auto parts store for the parts that I have purchased since then.lots of people ask me for advice on parts because I used to operate a service station. I will advise them to steer clear of rock auto. thanks
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.]the company sent me the wrong part and it was broken when I received it. It should not matter the time frame. I want my money back for this purchase. Otherwise I will be filing a lawsuit for them sending broken parts.
Regards,
[redacted]
We are sorry that Mr. [redacted] did not receive his packages but we are not responsible for missing parcels if the customer requests shipment to an incorrect address.
As I originally stated, with the amount I have paid out of pocket for the return and replacement of the failed part they sold to me, I would have saved money by just outright purchasing a new part locally and throwing away the failed part. That doesn't portray good customer service, nor is it a good business practice.
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]