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 because of them trying to moved this to something that it has nothing to do with They cannot accept that the electrical clutch has nothing to do with a/c flush these have nothing to do with each other. This company is just rejecting the truth that they have failed me as a customer because of there incompetence. they just need to pay me in full for the a/c compressor for the clutch that failed on their unit
Regards,
[redacted]
As our Help page notes, orders ship within one business day (http://www.rockauto.com/help/?[redacted]). At the time Mr. [redacted] placed his order (Wednesday, 7/19 at 1:37pm CST), we could not guarantee his part would ship Wednesday, which is why his shopping cart showed "You should...
receive by Friday, July 21" when he selected Next Business Day express shipping. Our warehouse shipped his order sooner than expected, which is why he received it the following day.
Mr. [redacted] ordered window glass for a 2009 Suzuki Grand Vitara on 5/24/16, and received it on 5/27/16. He then waited 2 weeks to return the incorrectly ordered part, using our Order Status & Returns page to set up a return on 6/10/16. When the window glass was received by our warehouse, the...
shipping box was sealed with no damage (see attached photos). The broken piece missing from the window was not in the box, indicating the damage occurred prior to being sent back. We accept returns within 30 days, as our Help page explains, but we will not accept returns of parts that have been modified or damaged.
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. There was never a solution offered. The RockAuto customer service representative (s) lied multiple times and have continued to lie throughout this complaint process. For example, I was told that they had contacted the shipper directly, but this never happened. The shipper confirmed this and gave me a reference number to prove my contention that the RockAuto team is extremely dishonest and highly disrespectful.
[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.]
Regards,
[redacted] The3 customer service was informed of the urgent nature of request and he told me that if I needed it overnight then I needed to choose the overnight option, which I did. I never saw a comment informing me of "next business day". also next business day for the shipping company that was shipping would have been the next day. I could have selected standard shipping to save a noticeable amount of money and received it just as quick. All I want is the refund of the extra shipping since to me it seemed deceptive. thanks
The customer ordered Wednesday evening using next business day
express shipping. We shipped his order Thursday, and under normal
circumstances it would have been delivered Friday. Due to a blizzard
on Thursday that affected FedEx shipments, FedEx delivered this
customer's shipment as soon as...
they were able - one business day late
on Monday. As we explained to the customer, since weather is not
something that is under anyone's control, no shipping cost refund
will be issued. He is welcome to return the part under our 30 day
return
policy.
The customer spoke with a representative hired to make decisions like
these, and who explained the answer we provided would not change by
talking to another representative. We could not cancel the order
since it had already shipped out and was in the carrier's hands.
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 (http://www.rockauto.com/docs/warranty.php).If Mr. [redacted]...
would like to proceed with the warranty claim, we will ship a replacement once we have tracking information showing the defective part is on its way back to us.
I agree Rock auto does beat competitors prices sometimes and ship you intial order in a timely manner, when it comes to returns and reshiping that's where the hassle comes in. Not to mention more than half of my orders I had to send back due to damages or incorrect items then they tell...oh we no longer carry the item you need or we have to refund your account sense the item you need has be discontinued. This order has been the worse of them all I've been call in their cutomer service number for days and each time I've been over talked, rushed, then they hang up in my face when all I want to know is how to correct an order in which Rock auto does not provide help, instructions or options to choose from for correcting my resent order. I really wish rock auto employees would treat their valued customers as such and not as a number waiting in line. Rock auto has helped me in the pass as well as caused me some hardship but I hope we can resolve theses issues so that I can continue to be a valued customer thanks for your time.
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.
RockAuto does not seem to understand consumers have no
interest in hearing about policies and procedure other retailers have in place.
We have no concern for loop holes that provide them with a false sense for not
being responsible. The bottom line is; RockAuto
sold me a defective part. This part leaked power steering fluid all over
my engine ruining both my alternator & power steering belts. I had to pay
my mechanic twice for installing the defective RockAuto part and then again to
install the replacement part. It is not unreasonable to ask RockAuto to credit
my credit card for the purchase price of the defective part. The longer this
goes on the angrier I’m getting. We are
now well into the principal of the matter and I will continue to pursue this
issue until I have my refund. When I do,
I go my way and RockAuto can go theirs. Regards,
[redacted]
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. As our Policies 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. By offering store credit upon return of the defective part, we offered a one-time exception in an attempt to allow the customer the option of replacing the pump locally and purchasing other parts he may need.Since this offer was declined, the customer can still replace the part under the regular part-for-part replacement warranty. To do so, he can use the return instructions we emailed him. (Alternatively, he can place a new order for the SAME part number and brand, then set up a Defective return on the NEW order number using the Order Status and Returns link and return the old part for a refund on the new order. Although manufacturers' warranties do not cover shipping costs, RockAuto will refund up to the cost of outbound Ground shipping costs for the same part on the new order.) No alternative refund will be issued.
On 6/21, Mr. [redacted] ordered front brake pads which note that they fit an EX and EX-L model Honda Accord. On 6/24, he reported that he received the wrong parts. In his report, he noted that the description and fitment details provided do not match his vehicle, which is true given that his complaint...
notes he owns an SE model Accord. We offered to have him return the parts at his expense, which he accepted. The return shipping label he generated noted that $5.69 would be deducted from his refund if he used it. On 7/3, we refunded Mr. [redacted] for the parts he returned less the cost of the return shipping label he used. As our Help page notes, shipping charges are not refundable unless the return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns). Since Mr. [redacted] returned his parts because he ordered the wrong ones, we will not refund his initial or return shipping charges.
We are sorry for the damaged item! Ms. [redacted] requested a replacement part on Saturday, 8/6/16. We shipped a new part on 8/8/16, without requiring a return of the damaged part, and it arrived on 8/9/16. No refund is available, since we shipped a replacement part.
Mr. [redacted] rejected our response, but we already explained that we are honoring the policies that are posted on our website. We will not issue a refund under warranty. 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 (http://www.rockauto.com/docs/warranty.php).If Mr. [redacted] would like to proceed with the warranty claim, we will ship a replacement once we have tracking information showing the defective part is on its way back to us.
We are sorry for the trouble with Mr. [redacted]'s orders. 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,...
shipping costs or other expenses. He can begin the warranty process online using our Order Status & Returns page for Order #47711279 and the website will provide instructions to return the faulty part and receive a replacement. The stabilizer bar links Mr. [redacted] purchased on Order #49335686 were listed as 11.80", and other sizes were also shown. When he set up a return online using our Order Status & Returns page he stated that these parts were much longer than his originals. If this was not the correct measurement for his car, then the incorrect parts were ordered. 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. Return instructions to send these parts back for a refund are attached.
[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,
This
customer purchased an A/C Compressor & Component Kit that our
website specified is for replacement of a Zexel type
compressor with casting # [redacted] with a 6 groove pulley and fittings
behind the clutch and in front of the rear mount. The customer did
not match this information to his...
original compressor prior to
purchasing it. As our Help page explains
(http://www.rockauto.com/lang/en/answersTab4.html#Returns),
every part we sell may be returned within 30 days for a refund of the
part price. Shipping charges are not refundable unless the return is
due to our mistake. Since we shipped what the customer ordered but
the customer neglected to match the relevant details in the part
listing to what he was replacing, he is welcome to return this kit
within 30 days but no shipping costs will be refunded.
Our
part listings specify that that there are two front mufflers
available for his vehicle, and that one of them is an optional
muffler. This customer purchased both mufflers for vehicle, but only
needed one. As our Help page...
explains
(http://www.rockauto.com/lang/en/answersTab4.html#Returns),
every part we sell may be returned within 30 days for a refund of the
part price. Shipping charges are not refundable unless the return is
due to our mistake. The customer set up a return for the extra
muffler. Our online return prompts asked if he preferred his refund
to his original form of payment or in the form of store credit. He
chose store credit on 3/28/15, so that's how his refund was issued on
4/3/15 when the return was received. Since we shipped the part the
customer ordered, no shipping was refunded.
A
month after his refund was issued (5/6/15) he asked to change the
refund from the store credit he chose to his original payment method,
and we explained we were unable to make this change once the refund
had been issued (especially after this much time has passed). He
requested the same thing two months later in July, and we again
explained the refund type he chose in March can not be reversed 4
months after he voluntarily chose to receive his refund in the form
of store credit. We have refunded the customer for his unwanted item
in the form of credit he selected; no further or change of refund
will be issued.
On 5/27, Ms. [redacted] went to our Order Status & Returns page to report that she ordered the wrong parts. We authorized her return. We are not sure why she chose to obtain a shipping quote from UPS. If she clicks "Get A Return Shipping Label From Us" on the Order Status & Returns page, she can...
generate a prepaid FedEx return label, the cost of which will be deducted from her refund ($17.05).
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 DO NOT accept this offer because 1. RockAuto only lists this part as the only part that will fit this car. It does not say any where that there may be another size that fits this particular vehicle. Had they have said that there are different sizes for this vehicle I would have measured it. But what good would it have done because they don't even sell the correct part? 2. I sent back 2 different parts. One part had no grease on it and it was still in the original packaging and they refuse to refund my money on this. 3. The grease that was on the part CAME with the part and was meant to be put on it to help in its installation. So how can you say the part is no good when grease is going to be put on it anyways? If it were the correct part it would have fit and the point would be moot.4. They charged me $3.51 to return the incorrect part they had listed then they wanted me to send them another $12 and change for me to send the wrong part back to me in case I wanted to keep it. Why would I do that? If 2 parts cost $3.51 to send back to them, why would they charge me over $12 to send 1 wrong part back to me? I would like my money back for both parts and the $3.51 back for returning their incorrect part.[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,
R [redacted]
We are sorry that Mr. [redacted] has had trouble with his [redacted] rotors. He reported that they had excessive runout within the first 30 days, and we provided a return label and instructions to send them back as ‘defective’ parts. Mr. [redacted] had the option to get a replacement or a refund, since every...
part we sell may be returned within 30 days for a refund of the part price (http://www.rockauto.com/help/?page=4#Returns), but he elected to receive a replacement. After receiving and installing the replacement set of rotors, Mr. [redacted] contacted us to say that they were also bad. The manufacturer confirms that these rotors are machined and ready to install upon purchase, so it is unusual for one set to have a problem, much less two. Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of shipping costs or other expenses (http://www.rockauto.com/docs/warranty.php). We offered an exception to this, and provided Mr. [redacted] return instructions to send the second set back for a store credit equal to the cost of the rotors. Shipping will not be included and Mr. [redacted] is not eligible for a refund under the manufacturer’s warranty.
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 because of them trying to moved this to something that it has nothing to do with They cannot accept that the electrical clutch has nothing to do with a/c flush these have nothing to do with each other. This company is just rejecting the truth that they have failed me as a customer because of there incompetence. they just need to pay me in full for the a/c compressor for the clutch that failed on their unit
Regards,
[redacted]
As our Help page notes, orders ship within one business day (http://www.rockauto.com/help/?[redacted]). At the time Mr. [redacted] placed his order (Wednesday, 7/19 at 1:37pm CST), we could not guarantee his part would ship Wednesday, which is why his shopping cart showed "You should...
receive by Friday, July 21" when he selected Next Business Day express shipping. Our warehouse shipped his order sooner than expected, which is why he received it the following day.
Mr. [redacted] ordered window glass for a 2009 Suzuki Grand Vitara on 5/24/16, and received it on 5/27/16. He then waited 2 weeks to return the incorrectly ordered part, using our Order Status & Returns page to set up a return on 6/10/16. When the window glass was received by our warehouse, the...
shipping box was sealed with no damage (see attached photos). The broken piece missing from the window was not in the box, indicating the damage occurred prior to being sent back. We accept returns within 30 days, as our Help page explains, but we will not accept returns of parts that have been modified or damaged.
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. There was never a solution offered. The RockAuto customer service representative (s) lied multiple times and have continued to lie throughout this complaint process. For example, I was told that they had contacted the shipper directly, but this never happened. The shipper confirmed this and gave me a reference number to prove my contention that the RockAuto team is extremely dishonest and highly disrespectful.
[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.]
Regards,
[redacted] The3 customer service was informed of the urgent nature of request and he told me that if I needed it overnight then I needed to choose the overnight option, which I did. I never saw a comment informing me of "next business day". also next business day for the shipping company that was shipping would have been the next day. I could have selected standard shipping to save a noticeable amount of money and received it just as quick. All I want is the refund of the extra shipping since to me it seemed deceptive. thanks
The customer ordered Wednesday evening using next business day
express shipping. We shipped his order Thursday, and under normal
circumstances it would have been delivered Friday. Due to a blizzard
on Thursday that affected FedEx shipments, FedEx delivered this
customer's shipment as soon as...
they were able - one business day late
on Monday. As we explained to the customer, since weather is not
something that is under anyone's control, no shipping cost refund
will be issued. He is welcome to return the part under our 30 day
return
policy.
The customer spoke with a representative hired to make decisions like
these, and who explained the answer we provided would not change by
talking to another representative. We could not cancel the order
since it had already shipped out and was in the carrier's hands.
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 (http://www.rockauto.com/docs/warranty.php).If Mr. [redacted]...
would like to proceed with the warranty claim, we will ship a replacement once we have tracking information showing the defective part is on its way back to us.
I agree Rock auto does beat competitors prices sometimes and ship you intial order in a timely manner, when it comes to returns and reshiping that's where the hassle comes in. Not to mention more than half of my orders I had to send back due to damages or incorrect items then they tell...oh we no longer carry the item you need or we have to refund your account sense the item you need has be discontinued. This order has been the worse of them all I've been call in their cutomer service number for days and each time I've been over talked, rushed, then they hang up in my face when all I want to know is how to correct an order in which Rock auto does not provide help, instructions or options to choose from for correcting my resent order. I really wish rock auto employees would treat their valued customers as such and not as a number waiting in line. Rock auto has helped me in the pass as well as caused me some hardship but I hope we can resolve theses issues so that I can continue to be a valued customer thanks for your time.
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.
RockAuto does not seem to understand consumers have no
interest in hearing about policies and procedure other retailers have in place.
We have no concern for loop holes that provide them with a false sense for not
being responsible. The bottom line is; RockAuto
sold me a defective part. This part leaked power steering fluid all over
my engine ruining both my alternator & power steering belts. I had to pay
my mechanic twice for installing the defective RockAuto part and then again to
install the replacement part. It is not unreasonable to ask RockAuto to credit
my credit card for the purchase price of the defective part. The longer this
goes on the angrier I’m getting. We are
now well into the principal of the matter and I will continue to pursue this
issue until I have my refund. When I do,
I go my way and RockAuto can go theirs. Regards,
[redacted]
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. As our Policies 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. By offering store credit upon return of the defective part, we offered a one-time exception in an attempt to allow the customer the option of replacing the pump locally and purchasing other parts he may need.Since this offer was declined, the customer can still replace the part under the regular part-for-part replacement warranty. To do so, he can use the return instructions we emailed him. (Alternatively, he can place a new order for the SAME part number and brand, then set up a Defective return on the NEW order number using the Order Status and Returns link and return the old part for a refund on the new order. Although manufacturers' warranties do not cover shipping costs, RockAuto will refund up to the cost of outbound Ground shipping costs for the same part on the new order.) No alternative refund will be issued.
On 6/21, Mr. [redacted] ordered front brake pads which note that they fit an EX and EX-L model Honda Accord. On 6/24, he reported that he received the wrong parts. In his report, he noted that the description and fitment details provided do not match his vehicle, which is true given that his complaint...
notes he owns an SE model Accord. We offered to have him return the parts at his expense, which he accepted. The return shipping label he generated noted that $5.69 would be deducted from his refund if he used it. On 7/3, we refunded Mr. [redacted] for the parts he returned less the cost of the return shipping label he used. As our Help page notes, shipping charges are not refundable unless the return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns). Since Mr. [redacted] returned his parts because he ordered the wrong ones, we will not refund his initial or return shipping charges.
We are sorry for the damaged item! Ms. [redacted] requested a replacement part on Saturday, 8/6/16. We shipped a new part on 8/8/16, without requiring a return of the damaged part, and it arrived on 8/9/16. No refund is available, since we shipped a replacement part.
Mr. [redacted] rejected our response, but we already explained that we are honoring the policies that are posted on our website. We will not issue a refund under warranty. 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 (http://www.rockauto.com/docs/warranty.php).If Mr. [redacted] would like to proceed with the warranty claim, we will ship a replacement once we have tracking information showing the defective part is on its way back to us.
We are sorry for the trouble with Mr. [redacted]'s orders. 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,...
shipping costs or other expenses. He can begin the warranty process online using our Order Status & Returns page for Order #47711279 and the website will provide instructions to return the faulty part and receive a replacement. The stabilizer bar links Mr. [redacted] purchased on Order #49335686 were listed as 11.80", and other sizes were also shown. When he set up a return online using our Order Status & Returns page he stated that these parts were much longer than his originals. If this was not the correct measurement for his car, then the incorrect parts were ordered. 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. Return instructions to send these parts back for a refund are attached.
[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]
This
customer purchased an A/C Compressor & Component Kit that our
website specified is for replacement of a Zexel type
compressor with casting # [redacted] with a 6 groove pulley and fittings
behind the clutch and in front of the rear mount. The customer did
not match this information to his...
original compressor prior to
purchasing it. As our Help page explains
(http://www.rockauto.com/lang/en/answersTab4.html#Returns),
every part we sell may be returned within 30 days for a refund of the
part price. Shipping charges are not refundable unless the return is
due to our mistake. Since we shipped what the customer ordered but
the customer neglected to match the relevant details in the part
listing to what he was replacing, he is welcome to return this kit
within 30 days but no shipping costs will be refunded.
Our
part listings specify that that there are two front mufflers
available for his vehicle, and that one of them is an optional
muffler. This customer purchased both mufflers for vehicle, but only
needed one. As our Help page...
explains
(http://www.rockauto.com/lang/en/answersTab4.html#Returns),
every part we sell may be returned within 30 days for a refund of the
part price. Shipping charges are not refundable unless the return is
due to our mistake. The customer set up a return for the extra
muffler. Our online return prompts asked if he preferred his refund
to his original form of payment or in the form of store credit. He
chose store credit on 3/28/15, so that's how his refund was issued on
4/3/15 when the return was received. Since we shipped the part the
customer ordered, no shipping was refunded.
A
month after his refund was issued (5/6/15) he asked to change the
refund from the store credit he chose to his original payment method,
and we explained we were unable to make this change once the refund
had been issued (especially after this much time has passed). He
requested the same thing two months later in July, and we again
explained the refund type he chose in March can not be reversed 4
months after he voluntarily chose to receive his refund in the form
of store credit. We have refunded the customer for his unwanted item
in the form of credit he selected; no further or change of refund
will be issued.
On 5/27, Ms. [redacted] went to our Order Status & Returns page to report that she ordered the wrong parts. We authorized her return. We are not sure why she chose to obtain a shipping quote from UPS. If she clicks "Get A Return Shipping Label From Us" on the Order Status & Returns page, she can...
generate a prepaid FedEx return label, the cost of which will be deducted from her refund ($17.05).
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 DO NOT accept this offer because 1. RockAuto only lists this part as the only part that will fit this car. It does not say any where that there may be another size that fits this particular vehicle. Had they have said that there are different sizes for this vehicle I would have measured it. But what good would it have done because they don't even sell the correct part? 2. I sent back 2 different parts. One part had no grease on it and it was still in the original packaging and they refuse to refund my money on this. 3. The grease that was on the part CAME with the part and was meant to be put on it to help in its installation. So how can you say the part is no good when grease is going to be put on it anyways? If it were the correct part it would have fit and the point would be moot.4. They charged me $3.51 to return the incorrect part they had listed then they wanted me to send them another $12 and change for me to send the wrong part back to me in case I wanted to keep it. Why would I do that? If 2 parts cost $3.51 to send back to them, why would they charge me over $12 to send 1 wrong part back to me? I would like my money back for both parts and the $3.51 back for returning their incorrect part.[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,
R [redacted]
We are sorry that Mr. [redacted] has had trouble with his [redacted] rotors. He reported that they had excessive runout within the first 30 days, and we provided a return label and instructions to send them back as ‘defective’ parts. Mr. [redacted] had the option to get a replacement or a refund, since every...
part we sell may be returned within 30 days for a refund of the part price (http://www.rockauto.com/help/?page=4#Returns), but he elected to receive a replacement. After receiving and installing the replacement set of rotors, Mr. [redacted] contacted us to say that they were also bad. The manufacturer confirms that these rotors are machined and ready to install upon purchase, so it is unusual for one set to have a problem, much less two. Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of shipping costs or other expenses (http://www.rockauto.com/docs/warranty.php). We offered an exception to this, and provided Mr. [redacted] return instructions to send the second set back for a store credit equal to the cost of the rotors. Shipping will not be included and Mr. [redacted] is not eligible for a refund under the manufacturer’s warranty.