We are sorry that we sold out of the Wholesaler Closeout parts Mr. [redacted] ordered. He chose 6 cylinder head bolts for $23.99 each and 1 valve cover gasket for $10.61. As our Help page explains, closeout parts are our "clearance rack." They:Are new (unless marked "remanufactured") but may be...
older inventory ("last year's style") and look different than our regular inventory of the same part (a different color, for example, with a grease fitting newer parts do not have, or lacking hardware which was sold separately in the past)Were acquired at discounted prices from companies liquidating inventory (because they were overstocked, decided to carry a different brand, went out of business, etc.)Are limited to quantity on hand and cannot be replaced with regular inventory at the same price.When our warehouse notified us of the shortage, we contacted Mr. [redacted]’s office manager and refunded the cost of the parts, plus their associated shipping. No additional action is required.
Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product (http://www.rockauto.com/docs/warranty.php). We confirmed that the 1/16" gap between the hub and the inner hole would not cause a functional or safety issue. If the 4 lug nuts on the wheel were torqued to spec, it would be secure and not fall off the vehicle. If this customer experienced an issue with the wheels after proper installation, this failure would have fallen under the manufacturer's warranty, not the mechanic's responsibility.
On 5/1, Ms. [redacted] placed an order for parts. We shipped her order to the address she noted on her order form. On 5/6, she notified us that she provided the wrong address when she placed her order. We advised she contact the carrier to see if they could change the delivery address. On 5/11, she...
contacted us saying she still did not have her parts despite tracking showing they were delivered. We started a trace with the carrier. The carrier was unable to locate the parts. On 5/15, she contacted us asking for an update. We explained that we did not know where her parts were and that we could not provide a refund because we shipped her parts to the address she gave us initially, which is not a valid address.On 7/28, Ms [redacted] contacted us saying her parts had been located and returned to us. Using the tracking number she gave us, we confirmed with the carrier that the parts were delivered to an address which does not exist in Maryland, not our warehouse in Texas. We cannot refund Ms. [redacted] for parts we shipped to the address she gave us and are still missing.
This customer presents no new information in his rejection and our original message responded to this point: 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.
After further investigation, FedEx
reported that they were responsible for changing the delivery address
and delivered to an incorrect location without our knowledge. We
apologize for any inconvenience caused by the carrier's mistake. Per
the customer's request, he has been refunded in full for...
I'm not sure why you're passing this customer's rejection along. We already stated in our original response, "Mr. [redacted] ordered rotors listed as 294mm (11.5") in diameter. 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." There is nothing further to respond to. He ignored the fact that they were listed as 294mm (11.5") in diameter, which was clearly listed in the catalog and our Help page explains you must read descriptions carefully for limiting factors.
Mr. [redacted] rejected our response, but our position will not change. We were not paid for this order and so we will not issue a refund. He also references 3 business days of processing time in his refusal, but given the dates provided in our original response, was not the case. We are sorry Mr. [redacted] did not receive his packages when he hoped! He ordered Thursday 10/20 and chose Priority Mail. We shipped his order that same day and he received one package in 2 business days on Saturday 10/22 and two packages in 3 business days Monday 10/24. USPS returned the fourth package to our warehouse on 10/24. We apologize that USPS returned this package in error. Mr. [redacted] called on Monday afternoon 10/24 to inform us that this package was returned. We shipped the replacements the next morning, Tuesday 10/25, and he received them in 2 business days on Thursday 10/27. Despite one package being returned, Mr. [redacted] still received his order on time, since we showed "You should receive by Thursday, October 27, 2016" in his shopping cart and shipment confirmation. Mr. [redacted] returned two caliper cores and USPS delivered them to our warehouse on Monday 11/7. The total value of these cores was $150.00. Because Mr. [redacted] filed a PayPal dispute on 10/28, we were unable to process a refund when we received his return. PayPal provided him with a full refund of $802.41. Mr. [redacted] did not pay for his order so we will not issue any additional refund.Please remove this from the queue.
Mr. [redacted] ordered a spark plug boot. The description of the boot he ordered, part number 35-7065, explained that the engine in his vehicle uses a 2-lead wire set, part number 35-4284, and two of the 35-7065 boots. Using our Order Status & Returns page, he reported that he only received the...
35-7065 boot and that he believed he was missing the wire set and second boot. On reviewing his order, we agreed that the description in our catalog could be confusing so we we issued a full refund that same day without asking him to return the part. We updated our catalog description to avoid any future misunderstandings. We are sorry for Mr. [redacted]'s frustration and hope he gives us another chance in the future.
We accept returns within 30 days, as our Help page explains (http://www.rockauto.com/help/?page=4#Returns). Since Mrs. [redacted]'s order shipped 79 days ago, it is not covered by RockAuto's return policy. Beyond 30 days, parts may be covered under the manufacturer's warranty. Like other retailers of...
branded products, RockAuto honors the warranty provided by the manufacturer of the product (http://www.rockauto.com/docs/warranty.php). Mrs. [redacted] ordered a Denso oxygen sensor. This manufacturer's warranty does not cover parts subject to normal wear and tear, such as oxygen sensors. Because Mrs. [redacted]'s order is outside our return policy and not covered by the manufacturer's warranty, we will not accept a return for her order.
Our Warranties page explains that, 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 (http://www.rockauto.com/docs/warranty.php). As shown on this page and the Info page for the...
purchased part (http://www.rockauto.com/en/moreinfo.php?pk=3926463&cc=1105704) manufacturer warranties for A/C compressors require proof of purchase of an Orifice Tube, Drier, and A/C System Flush to prevent premature failure of the compressor. Mr. [redacted] purchased the orifice tube and drier from RockAuto, but he is not willing to provide proof of purchase for the flush, so the manufacturer's warranty does not apply.If Mr. [redacted] provides us with a proof of purchase for the flush, we will provide warranty replacement options.
We apologize for the confusion on this order. After investigating
this further, we found that we had a catalog error that has since
been updated. We have emailed the customer return instructions and a
prepaid FedEx label. As the customer requested, we will refund him
for the cost of the rotors...
and the original shipping cost he paid for
the rotors within 1-5 business days of when the return tracking shows
delivery to our warehouse.
The customer ordered an Exedy clutch, which is what we shipped to
him. However, the customer expressed concern when he saw the clutch
he received was a Valeo part in an Exedy box.
As
we explain on our FAQ
page
“manufacturers sometimes buy parts from other
companies to save the cost...
of tooling and/or to supplement inventory
between production runs. They sometimes sell the same parts under
different brands. As a retailer, we have no control over those
decisions. If the part you received is in Company A's box, we bought
it from A, we paid A's price for it, it meets A's specifications and
it is covered by A's warranty. If you choose to return it because you
disagree with Company A's aesthetic or make-versus-buy decisions,
shipping is not refundable and, if you re-order it, you probably will
receive the same item (unless Company A made another design or
sourcing change in the meantime).” If he wants to return this part
he is welcome to under our 30 day return policy, but shipping costs
are his responsibility.
This part was sourced from PA, who is a
listed authorized dealer of Exedy parts.
Here are some photos that will explain my situation. I have more including the correspondence between rock and myself. It would be like ordering a Lincoln and Getting a Ford.
On 5/19, Mr. [redacted] went to our Order Status & Returns page to report that the hydraulic hose he ordered did not fit his truck. We told him we would look into the issue further and respond within 24 hours. It was not clear to us why the part he ordered did not fit, so we emailed the manufacturer...
for more information. The manufacturer never responded and we failed to follow up with Mr. [redacted]; we apologize for not getting back to the customer sooner!On 5/26, we sent Mr. [redacted] return instructions with a prepaid FedEx return shipping label to return his part for a full refund. He has yet to return the part.
We are sorry for the trouble Mr. [redacted] had with the ACME convertible top he purchased last year on 8/31/15. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. ACME manufactured his convertible...
top. We sent them his photo of the damage, and ACME determined the part did not fail due to workmanship or material. If the manufacturer declines the warranty, as ACME did here, we cannot assist with a warranty replacement (http://www.rockauto.com/docs/warranty.php).
We're
sorry two tie rod ends were shipped incorrectly to this customer. We
offered to reship the correct parts using the same shipping method he
chose on the original order (USPS Priority) without requiring return
of the wrong parts, or refund him in full for the incorrect products.
We...
explained that since we don't profit from shipping and our part
price markup is already very low, we are unable to express ship parts
to him for free. Since he repeatedly verbally abused our
representatives with yelling and sexist/vulgar comments and
threatened to charge back the order despite us offering to resolve
the issue, we unfortunately are unable to continue business with the
customer. The customer has been refunded in full for the two
incorrect items.
Mr.
[redacted] already received a full refund of everything he paid to
RockAuto, prior to this complaint submission. As a gesture of
goodwill, we offered to reimburse the cost of installing the failed
part (calculated at $52 using manufacturer estimates of labor hours). Mr. [redacted] declined that...
offer.
RockAuto will not pay for parts he did not purchase from us or other
work done to his vehicle.
We apologize for any rudeness this customer experienced from our customer service team. After our initial response was submitted, we found out that the manufacturer's warranty for spark plug wires offers limited lifetime coverage. We've updated our site from the 60 day warranty previously referenced (for which a replacement couldn't be offered) to a limited lifetime warranty for these wires, and thankfully we are able to assist this customer by offering a warranty replacement of the wires. This was offered during our last phone conversation, but to clarify the customer can take one of the two following options:1. Place a new order for the same brand and part number online. Once he has received the new part, installed it and verified that it works, he can visit our Order Status & Returns page and set up a return as Broken or Defective. He can set up the return in the new order since we want to refund him for the amount he paid for the replacement. 2. If he’d prefer to send the part back before receiving a new one, he can visit our Order Status & Returns page. Click "Get Return Instructions" and we will provide him with information on returning the defective part for a replacement. Once we have tracking information showing that the defective part is on it's way back to us, we'll reship the replacement part to him. We will email tracking information once the replacement has shipped.Since this is outside our 30 day return window by several months, the customer will be responsible for return shipping costs and this can not be returned for refund (since manufacturer's warranties don't cover return for refund). However, as a courtesy we will cover the outbound ground shipping on the replacement part - this will either be refunded on the new order upon return of the defective part (option 1), or we'll reship a new part at no additional cost to the customer (option 2). We're glad the manufacturer's warranty has been clarified and that the customer has the option of replacement.
We are sorry that we sold out of the Wholesaler Closeout parts Mr. [redacted] ordered. He chose 6 cylinder head bolts for $23.99 each and 1 valve cover gasket for $10.61. As our Help page explains, closeout parts are our "clearance rack." They:Are new (unless marked "remanufactured") but may be...
older inventory ("last year's style") and look different than our regular inventory of the same part (a different color, for example, with a grease fitting newer parts do not have, or lacking hardware which was sold separately in the past)Were acquired at discounted prices from companies liquidating inventory (because they were overstocked, decided to carry a different brand, went out of business, etc.)Are limited to quantity on hand and cannot be replaced with regular inventory at the same price.When our warehouse notified us of the shortage, we contacted Mr. [redacted]’s office manager and refunded the cost of the parts, plus their associated shipping. No additional action is required.
Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product (http://www.rockauto.com/docs/warranty.php). We confirmed that the 1/16" gap between the hub and the inner hole would not cause a functional or safety issue. If the 4 lug nuts on the wheel were torqued to spec, it would be secure and not fall off the vehicle. If this customer experienced an issue with the wheels after proper installation, this failure would have fallen under the manufacturer's warranty, not the mechanic's responsibility.
On 5/1, Ms. [redacted] placed an order for parts. We shipped her order to the address she noted on her order form. On 5/6, she notified us that she provided the wrong address when she placed her order. We advised she contact the carrier to see if they could change the delivery address. On 5/11, she...
contacted us saying she still did not have her parts despite tracking showing they were delivered. We started a trace with the carrier. The carrier was unable to locate the parts. On 5/15, she contacted us asking for an update. We explained that we did not know where her parts were and that we could not provide a refund because we shipped her parts to the address she gave us initially, which is not a valid address.On 7/28, Ms [redacted] contacted us saying her parts had been located and returned to us. Using the tracking number she gave us, we confirmed with the carrier that the parts were delivered to an address which does not exist in Maryland, not our warehouse in Texas. We cannot refund Ms. [redacted] for parts we shipped to the address she gave us and are still missing.
This customer presents no new information in his rejection and our original message responded to this point: 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.
We are sorry for our delay on Ms. [redacted]'s order. We issued the remaining $20.00 for shipping on June 20, 2016.
After further investigation, FedEx
reported that they were responsible for changing the delivery address
and delivered to an incorrect location without our knowledge. We
apologize for any inconvenience caused by the carrier's mistake. Per
the customer's request, he has been refunded in full for...
this order.
I'm not sure why you're passing this customer's rejection along. We already stated in our original response, "Mr. [redacted] ordered rotors listed as 294mm (11.5") in diameter. 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." There is nothing further to respond to. He ignored the fact that they were listed as 294mm (11.5") in diameter, which was clearly listed in the catalog and our Help page explains you must read descriptions carefully for limiting factors.
Mr. [redacted] rejected our response, but our position will not change. We were not paid for this order and so we will not issue a refund. He also references 3 business days of processing time in his refusal, but given the dates provided in our original response, was not the case. We are sorry Mr. [redacted] did not receive his packages when he hoped! He ordered Thursday 10/20 and chose Priority Mail. We shipped his order that same day and he received one package in 2 business days on Saturday 10/22 and two packages in 3 business days Monday 10/24. USPS returned the fourth package to our warehouse on 10/24. We apologize that USPS returned this package in error. Mr. [redacted] called on Monday afternoon 10/24 to inform us that this package was returned. We shipped the replacements the next morning, Tuesday 10/25, and he received them in 2 business days on Thursday 10/27. Despite one package being returned, Mr. [redacted] still received his order on time, since we showed "You should receive by Thursday, October 27, 2016" in his shopping cart and shipment confirmation. Mr. [redacted] returned two caliper cores and USPS delivered them to our warehouse on Monday 11/7. The total value of these cores was $150.00. Because Mr. [redacted] filed a PayPal dispute on 10/28, we were unable to process a refund when we received his return. PayPal provided him with a full refund of $802.41. Mr. [redacted] did not pay for his order so we will not issue any additional refund.Please remove this from the queue.
Mr. [redacted] ordered a spark plug boot. The description of the boot he ordered, part number 35-7065, explained that the engine in his vehicle uses a 2-lead wire set, part number 35-4284, and two of the 35-7065 boots. Using our Order Status & Returns page, he reported that he only received the...
35-7065 boot and that he believed he was missing the wire set and second boot. On reviewing his order, we agreed that the description in our catalog could be confusing so we we issued a full refund that same day without asking him to return the part. We updated our catalog description to avoid any future misunderstandings. We are sorry for Mr. [redacted]'s frustration and hope he gives us another chance in the future.
We accept returns within 30 days, as our Help page explains (http://www.rockauto.com/help/?page=4#Returns). Since Mrs. [redacted]'s order shipped 79 days ago, it is not covered by RockAuto's return policy. Beyond 30 days, parts may be covered under the manufacturer's warranty. Like other retailers of...
branded products, RockAuto honors the warranty provided by the manufacturer of the product (http://www.rockauto.com/docs/warranty.php). Mrs. [redacted] ordered a Denso oxygen sensor. This manufacturer's warranty does not cover parts subject to normal wear and tear, such as oxygen sensors. Because Mrs. [redacted]'s order is outside our return policy and not covered by the manufacturer's warranty, we will not accept a return for her order.
Our Warranties page explains that, 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 (http://www.rockauto.com/docs/warranty.php). As shown on this page and the Info page for the...
purchased part (http://www.rockauto.com/en/moreinfo.php?pk=3926463&cc=1105704) manufacturer warranties for A/C compressors require proof of purchase of an Orifice Tube, Drier, and A/C System Flush to prevent premature failure of the compressor. Mr. [redacted] purchased the orifice tube and drier from RockAuto, but he is not willing to provide proof of purchase for the flush, so the manufacturer's warranty does not apply.If Mr. [redacted] provides us with a proof of purchase for the flush, we will provide warranty replacement options.
We apologize for the confusion on this order. After investigating
this further, we found that we had a catalog error that has since
been updated. We have emailed the customer return instructions and a
prepaid FedEx label. As the customer requested, we will refund him
for the cost of the rotors...
and the original shipping cost he paid for
the rotors within 1-5 business days of when the return tracking shows
delivery to our warehouse.
The appropriate venue for Mr. [redacted] to receive customer service is our website.
The customer ordered an Exedy clutch, which is what we shipped to
him. However, the customer expressed concern when he saw the clutch
he received was a Valeo part in an Exedy box.
As
we explain on our FAQ
page
“manufacturers sometimes buy parts from other
companies to save the cost...
of tooling and/or to supplement inventory
between production runs. They sometimes sell the same parts under
different brands. As a retailer, we have no control over those
decisions. If the part you received is in Company A's box, we bought
it from A, we paid A's price for it, it meets A's specifications and
it is covered by A's warranty. If you choose to return it because you
disagree with Company A's aesthetic or make-versus-buy decisions,
shipping is not refundable and, if you re-order it, you probably will
receive the same item (unless Company A made another design or
sourcing change in the meantime).” If he wants to return this part
he is welcome to under our 30 day return policy, but shipping costs
are his responsibility.
This part was sourced from PA, who is a
listed authorized dealer of Exedy parts.
Here are some photos that will explain my situation. I have more including the correspondence between rock and myself. It would be like ordering a Lincoln and Getting a Ford.
On 5/19, Mr. [redacted] went to our Order Status & Returns page to report that the hydraulic hose he ordered did not fit his truck. We told him we would look into the issue further and respond within 24 hours. It was not clear to us why the part he ordered did not fit, so we emailed the manufacturer...
for more information. The manufacturer never responded and we failed to follow up with Mr. [redacted]; we apologize for not getting back to the customer sooner!On 5/26, we sent Mr. [redacted] return instructions with a prepaid FedEx return shipping label to return his part for a full refund. He has yet to return the part.
We are sorry for the trouble Mr. [redacted] had with the ACME convertible top he purchased last year on 8/31/15. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. ACME manufactured his convertible...
top. We sent them his photo of the damage, and ACME determined the part did not fail due to workmanship or material. If the manufacturer declines the warranty, as ACME did here, we cannot assist with a warranty replacement (http://www.rockauto.com/docs/warranty.php).
We're
sorry two tie rod ends were shipped incorrectly to this customer. We
offered to reship the correct parts using the same shipping method he
chose on the original order (USPS Priority) without requiring return
of the wrong parts, or refund him in full for the incorrect products.
We...
explained that since we don't profit from shipping and our part
price markup is already very low, we are unable to express ship parts
to him for free. Since he repeatedly verbally abused our
representatives with yelling and sexist/vulgar comments and
threatened to charge back the order despite us offering to resolve
the issue, we unfortunately are unable to continue business with the
customer. The customer has been refunded in full for the two
incorrect items.
Mr.
[redacted] already received a full refund of everything he paid to
RockAuto, prior to this complaint submission. As a gesture of
goodwill, we offered to reimburse the cost of installing the failed
part (calculated at $52 using manufacturer estimates of labor hours). Mr. [redacted] declined that...
offer.
RockAuto will not pay for parts he did not purchase from us or other
work done to his vehicle.
We apologize for any rudeness this customer experienced from our customer service team. After our initial response was submitted, we found out that the manufacturer's warranty for spark plug wires offers limited lifetime coverage. We've updated our site from the 60 day warranty previously referenced (for which a replacement couldn't be offered) to a limited lifetime warranty for these wires, and thankfully we are able to assist this customer by offering a warranty replacement of the wires. This was offered during our last phone conversation, but to clarify the customer can take one of the two following options:1. Place a new order for the same brand and part number online. Once he has received the new part, installed it and verified that it works, he can visit our Order Status & Returns page and set up a return as Broken or Defective. He can set up the return in the new order since we want to refund him for the amount he paid for the replacement. 2. If he’d prefer to send the part back before receiving a new one, he can visit our Order Status & Returns page. Click "Get Return Instructions" and we will provide him with information on returning the defective part for a replacement. Once we have tracking information showing that the defective part is on it's way back to us, we'll reship the replacement part to him. We will email tracking information once the replacement has shipped.Since this is outside our 30 day return window by several months, the customer will be responsible for return shipping costs and this can not be returned for refund (since manufacturer's warranties don't cover return for refund). However, as a courtesy we will cover the outbound ground shipping on the replacement part - this will either be refunded on the new order upon return of the defective part (option 1), or we'll reship a new part at no additional cost to the customer (option 2). We're glad the manufacturer's warranty has been clarified and that the customer has the option of replacement.