Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I contacted Bendix and they told me to file the claim with Rock Auto and at no time was I told it was not covered. These Rotors were defective from when I received them. Your Page says 12 month/12,000 mile warranty. I have attached the email that was sent to me from Bendix. If I would have purchased this from my local auto parts they would have not given me any problems changing them. LESSON LEARNED!!!!
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] The Saturn VUE V6 has a difficult PCM strategy for O2 sensor function related to the catalyst function detection. Bosch O2 sensors will cause a false catalyst warm up mode status code. The only O2 sensors that work correctly are Delphi oem O2 sensors.So the statement that Bosch sensors can be used as a exact replacement for Delphi is not true. Rock Auto seems to imply that Bosch...in reality...makes Delphi O2 sensors. This statement is not true and Rock Auto should have to prove this. The real problem is the web site. What is clearly listed shows Delphi sensors in the item description. And the item picture is clearly a Delphi sensor. The printed receipt shows I purchased 2 Delphi sensors. The baggie that the sensor came in has a (I suspect..) a non-official 'Delphi' sticker on it. The actual sensors are laser marked with a Bosch logo and part number. These are *not* Delphi sensors. These are not approved by Delphi to be sold as Delphi replacements. So basically what we have is a bait-and-switch. Advertise Delphi sensors...send Bosch. Unrelated example, If these had been advertised on eBay as being Delphi, and I received Bosch. I could easily get my money back from eBay as being 'item different then item description.'Another unrelated example: It like buying tires online...you buy 4 Michelins, come home from vacation and find 4 Goodyears. Yeah..their round, black, and hold air. But that is where the similarities end. They are not the same. I have attached 5 pictures:#1 shows website listing for Delphi O2 sensor#2 shows picture of Delphi O2 sensor on web site in item description#3 My printed receipt show 'Delphi'#4 picture shows baggie with 'unofficial' Delphi sticker#5 pictures shows 2 sensor laser etchings. Real Delphi sensor in front. Rock Auto baggie Bosch sensor in back with Bosch logo.
This customer purchased a timing belt
kit under the category “Without Water Pump” which is a clear
indication that a water pump would not be included. A semicolon is
used to separate two components of the part description, which
explains this kit is for a vehicle that uses a water pump that...
is
driven by the timing belt. Since we shipped what the customer
ordered, no refund will be issued.
While we can not account for and are not responsible for the accuracy of competitors' data,
the information on our website is correct for this part listing. Our
part listing for the compressor the customer ordered specifies that
it is for [redacted] compressors (as opposed to...
H12A1AH4DX
compressors), but the customer indicated needed an H12A1AH4DX
compressor replacement. As we remind customers on our Help
page, it is important to read listings carefully to ensure they
match the application. In this case, the customer ordered incorrectly
for his vehicle. We provided the relevant details the customer needed
to order correctly, but he failed to match the details in the listing
to his application. As our Policies
page explains, shipping charges are not refundable unless the
return is due to our mistake. The customer can return the part for a
refund of the part cost; no shipping charges will be refunded. We do
offer the type of compressor he needs (H12A1AH4DX) also listed under
his vehicle online, so if he'd like he can place a new order for the
correct compressor for his vehicle.
Our initial response addresses her first and second submissions: "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 (http://www.rockauto.com/docs/warranty.php)." She did not bring up any new information or ask a new question when she rejected our offer,
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.]
Any local retailer will offer a refund for defective products. The fact that they could not get me the replacement is beyond my control. There was no way possible to get the parts replaced in the same time frame as locally.I do not consider this resolved, and I will refuse to do business with a company that practices this refusal to stand behind what they sell. Regards,
Timothy [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.]With over 40 years in the aftermarket auto parts business selling and interacting with most of the brand suppliers sold by Rock Auto Parts, returning warranty items to these companies is hassle free. Yes, it was several months after the initial purchase that a warranty claim was initiated towards the "Limited Lifetime" policy. I find it unacceptable that after purchasing a more expensive unit (water pump) from Rock Auto they reject a claim for $18.48. As for the headlight switch, it is not worth the expense to pursue a refund. This is a question of "customer service and satisfaction" over $18.48. So, let's review what transpired: 1. Customer buys water pump2. Water pump fails when engine assembled several months later.3. Customer needs functional water pump for engine to operate correctly.4. Customer buys another water pump from same company (understand defects do occur).5. Rock Auto refuses claim because customer bought a different brand (from Rock Auto).I cannot understand why this company alienates its customers over such a common transaction. As stated, I have spent thousands of dollars with Rock Auto with no complaints. When a problem did arise, they rejected a good customer over $18.48, makes no sense to me!
Regards,
[redacted]
Mr.
[redacted] ordered brake calipers for a 1991 BMW 325i. In our catalog, we
offer two types of front calipers for this car, based on the different
original suppliers that BMW used on that model - ATE and Girling. He
bought calipers meant to replace Girling calipers, but when he spoke to
our...
representative he told us that his originals were made by ATE. We
are accepting a return of the part that turned out to be wrong for the
vehicle, and will refund him the cost of the part once we receive the
return.
This complaint is for order number two as you can tell by the date. Rock Auto is lying and their policy is if you get defected parts they will refund the original shipping cost. If Revdex.com or anyone else goes to their website and put the pump in their shopping cart for the [redacted] zip code you will see the shipping cost charged for that pump. After that you put the pump filter/strainer in the cart and you will see that the shipping DOES NOT GO HIGHTER their fore the proper refund for shipping is the amount paid by me in full. Also as stated how can Rock Auto honestly say that the near 1 pound item cost 1.27 to ship and the 30z. item cost 4.98. Rock Auto is obviously shipping junk parts and in return flipping the coin and gamble the customer will keep the garbage instead of them playing games like this. If I did not have pictures and emailed them to Rock Auto they probably would say the parts were not defected and beat me for shipping both ways. I don't care if Rock Auto wants to claim the filter/screens were not defected and I should eat this bogus FALSE shipping charge. Rock Auto needs to Stand up to the plate and admit that because they sent me 3 faulty pumps in two brands that they themselves created the fact the screen/filters were made useless to me. After being jerked for these 3 DEFECTED ROCK AUTO WANTS ME TO COVER THEIR COST. How many other people does Rock Auto screw on returns saying they are fine or send out pre-sold ,returned, faulty parts like they sent me?
On 7/13, Mr. [redacted] contacted us to report that he did not like the warranty replacement options he was offered online. He asked that we provide compensation so that he could purchase components he needed to repair the parts which failed. We offered $30, which he accepted. We issued his refund on...
Ms. [redacted] initially addressed her order to a place that does not exist, which explains why she did not receive her parts. FedEx did not return the parts to one of our warehouses. If we do receive the parts, we will refund her. We do not know to which waiver her complaint refers. If Ms. [redacted] negotiated a solution with FedEx and needs our help, she may contact us to explain what she needs from us.
On 7/19/2016, Mr. [redacted] purchased a passenger side Moog control arm for
a 2000 Cadillac Escalade. On 7/27/2016, he ordered a driver side Moog
control arm for a 2000 Cadillac Escalade.
On 2/23/2017, Mr. [redacted] called to report that his vehicle could not be
aligned because the control arms...
he ordered did not have the correct
bushings. He asked to return the products for a refund. Our
representative explained that we will not accept returns of parts which
have been installed, as our Help page explains
(http://www.rockauto.com/help/?page=4#Returns ). Moog, the manufacturer,
offers a 36 month warranty for the control arms Mr. [redacted] purchased.
Our representative explained Mr. [redacted]'s warranty replacement options,
which were to return the defective products for replacements or place a
new order for replacements and, once received, return the defective ones
for a full refund. Mr. [redacted] refused both options and requested a
refund. Our representative explained that warranties offer only
replacement of the defective part with another part: no cash refunds
(http://www.rockauto.com/docs/warranty). Mr. [redacted] requested to speak
with a supervisor. We are sorry if our representative was less than
professional and that his supervisor did not call Mr. [redacted] back as he
requested.
On 3/6/2017, Mr. [redacted] reported his problem again, but this time on our
Order Status & Returns page. In that report, he said he installed
the control arms on a 1995 Chevrolet Blazer, which the control arms he
ordered do not fit. Our Order Status & Returns page told Mr. [redacted]
that warranties only apply to the vehicles for which parts are listed in
our catalog (http://www.rockauto.com/docs/warranty).
Minutes later, Mr. [redacted] called to ask if he may return the control
arms he purchased for a refund, indicating they had never been
installed. Our representative told Mr. [redacted] that parts may only be
returned for a refund within 30 days of the initial purchase
(http://www.rockauto.com/help/?page=4#Returns). Our representative also
reminded Mr. [redacted] of his warranty replacement options, but cautioned
that warranties apply only if products are defective.
Mr. [redacted]'s complaint notes that he gave the parts he
purchased from us to the manufacturer and they sent him replacements. We
are not sure why he didn't use those new parts. But we are not going to
buy those parts from him.
Miss [redacted] sent back the part on Monday 2/6 and we shipped her replacement the next morning, Tuesday 2/7. Miss [redacted] emailed at 10:18 that night asking to change the shipping address. Because we shipped the replacement part before she emailed asking to change the address, we explained that we were...
unable to change the shipping address. The current resident at Miss Fay's previous address in Stillwater refused this package on Tuesday 2/14 and it was then lost by the carrier. We issued a full refund to Miss Fay's Visa on Friday 2/24.
I have attached several documents and screen captures illustrating the clear return instructions we provide to our customers. This includes our email correspondence with Mr. [redacted], explaining how to retrieve his return instructions online via the Order Status & Returns page and the return instructions he would have accessed from that page. As well, I have included screen captures of our help pages providing guidance for returns processes and our About Us page that lists the customer service address Mr. [redacted] used, which also explains how to get the correct return address. While Mr. [redacted] is not eligible for a refund from RockAuto, we can assist him with a warranty replacement if he follows the return instructions we have provided. If the part has been returned to Airtex directly, we have no further recourse for him. Airtex has no record of RockAuto orders and manufacturers do not process returns from customers. As well, Airtex’s warranty does not cover parts made by other manufacturers so the auxiliary filter is not covered. Mr. [redacted] has made this process more difficult than necessary by doing everything in his power to send the parts anywhere except the correct returns location. We have provided all required information, and, if he has now returned the parts to the manufacturer, we have nothing further to address.
As our Help page explains (http://www.rockauto.com/help/?page=4#DIFFCO), sometimes manufacturers buy parts from other manufacturers and re-sell them as their own. In doing so, they declare the quality of the part worthy of their name and stand behind the product with their warranty. We have no...
control over manufacturer supply chains. We spoke to a technician from Denso who explained that they do not manufacture fuel pump modules for Chrysler vehicles. Among these vehicles is Mr. [redacted]'s Dodge pickup truck. Denso sources fuel pumps for these vehicles from the original equipment supplier, ensuring they meet strict specifications. Walbro manufactured the original pump for Mr. [redacted]'s vehicle, so Denso sourced their pump from Walbro. We issued a refund on 11/3, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.
We're sorry this customer's order was
delayed due to snow/ice storms. There is currently a
FedEx express service disruption due to weather and many shipments
across the country have been affected, including this customer's. As the Returns
section of our Polices page explains, shipping
charges...
are not refundable unless the return is due to our mistake.
FedEx does not issue refunds for delays caused by local or
national weather conditions (“acts of God”), so shipments delayed
due to the storm are not eligible for a refund or credit under their
money-back guarantee policy. Since we provided the service we
promised by shipping the customer's order on time and the delay is
out of RockAuto's or FedEx's control, no refund will be issued.
The last email that we received from the Revdex.com states that we had to take no action and to just wait for future communication. We just got an email tonight, Sunday, from the Revdex.com stating that our complaint is now closed because we did not respond. Today is the 10th day to respond so I am. I don't know what rock auto is talking about when they say I said we had a 71 lemans, when clearly I know that we have a 67. I never said I didn't want the part, I said it was the wrong part and it wouldn't fit our 67, because it was supposed to have the front and back to it as promised from [redacted] at rockauto. They wrote that the part was not wanted. Thank you for your time. [redacted]Sent from my iPhone
We provided Mr. [redacted] with instructions to obtain his warranty replacement parts. He has received his replacements and we have provided the return instructions to send back the faulty parts. 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 shipping costs.
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.]A lady from Rockauto did contact me. She informed me that they have sent 61 of this item to customers with no complaints. I did not think to ask her how many were for 93 Mazda Miata's. I did some research after the call to check that the flasher that they list in their online catalog and sent to me does not fit. It is not the right one. I found that it is usually a dealer item, but I was able to find an oem parts place in New York that had it. I just checked their online catalog again and the same part is still listed for this car. Not much of a follow up on their part. They have offered to refund the cost of the part but not the original cost of shippping it 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.
I contacted Bendix and they told me to file the claim with Rock Auto and at no time was I told it was not covered. These Rotors were defective from when I received them. Your Page says 12 month/12,000 mile warranty. I have attached the email that was sent to me from Bendix. If I would have purchased this from my local auto parts they would have not given me any problems changing them. LESSON LEARNED!!!!
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] The Saturn VUE V6 has a difficult PCM strategy for O2 sensor function related to the catalyst function detection. Bosch O2 sensors will cause a false catalyst warm up mode status code. The only O2 sensors that work correctly are Delphi oem O2 sensors.So the statement that Bosch sensors can be used as a exact replacement for Delphi is not true. Rock Auto seems to imply that Bosch...in reality...makes Delphi O2 sensors. This statement is not true and Rock Auto should have to prove this. The real problem is the web site. What is clearly listed shows Delphi sensors in the item description. And the item picture is clearly a Delphi sensor. The printed receipt shows I purchased 2 Delphi sensors. The baggie that the sensor came in has a (I suspect..) a non-official 'Delphi' sticker on it. The actual sensors are laser marked with a Bosch logo and part number. These are *not* Delphi sensors. These are not approved by Delphi to be sold as Delphi replacements. So basically what we have is a bait-and-switch. Advertise Delphi sensors...send Bosch. Unrelated example, If these had been advertised on eBay as being Delphi, and I received Bosch. I could easily get my money back from eBay as being 'item different then item description.'Another unrelated example: It like buying tires online...you buy 4 Michelins, come home from vacation and find 4 Goodyears. Yeah..their round, black, and hold air. But that is where the similarities end. They are not the same. I have attached 5 pictures:#1 shows website listing for Delphi O2 sensor#2 shows picture of Delphi O2 sensor on web site in item description#3 My printed receipt show 'Delphi'#4 picture shows baggie with 'unofficial' Delphi sticker#5 pictures shows 2 sensor laser etchings. Real Delphi sensor in front. Rock Auto baggie Bosch sensor in back with Bosch logo.
This customer purchased a timing belt
kit under the category “Without Water Pump” which is a clear
indication that a water pump would not be included. A semicolon is
used to separate two components of the part description, which
explains this kit is for a vehicle that uses a water pump that...
is
driven by the timing belt. Since we shipped what the customer
ordered, no refund will be issued.
While we can not account for and are not responsible for the accuracy of competitors' data,
the information on our website is correct for this part listing. Our
part listing for the compressor the customer ordered specifies that
it is for [redacted] compressors (as opposed to...
H12A1AH4DX
compressors), but the customer indicated needed an H12A1AH4DX
compressor replacement. As we remind customers on our Help
page, it is important to read listings carefully to ensure they
match the application. In this case, the customer ordered incorrectly
for his vehicle. We provided the relevant details the customer needed
to order correctly, but he failed to match the details in the listing
to his application. As our Policies
page explains, shipping charges are not refundable unless the
return is due to our mistake. The customer can return the part for a
refund of the part cost; no shipping charges will be refunded. We do
offer the type of compressor he needs (H12A1AH4DX) also listed under
his vehicle online, so if he'd like he can place a new order for the
correct compressor for his vehicle.
Our initial response addresses her first and second submissions: "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 (http://www.rockauto.com/docs/warranty.php)." She did not bring up any new information or ask a new question when she rejected our offer,
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.]
Any local retailer will offer a refund for defective products. The fact that they could not get me the replacement is beyond my control. There was no way possible to get the parts replaced in the same time frame as locally.I do not consider this resolved, and I will refuse to do business with a company that practices this refusal to stand behind what they sell. Regards,
Timothy [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.]With over 40 years in the aftermarket auto parts business selling and interacting with most of the brand suppliers sold by Rock Auto Parts, returning warranty items to these companies is hassle free. Yes, it was several months after the initial purchase that a warranty claim was initiated towards the "Limited Lifetime" policy. I find it unacceptable that after purchasing a more expensive unit (water pump) from Rock Auto they reject a claim for $18.48. As for the headlight switch, it is not worth the expense to pursue a refund. This is a question of "customer service and satisfaction" over $18.48. So, let's review what transpired: 1. Customer buys water pump2. Water pump fails when engine assembled several months later.3. Customer needs functional water pump for engine to operate correctly.4. Customer buys another water pump from same company (understand defects do occur).5. Rock Auto refuses claim because customer bought a different brand (from Rock Auto).I cannot understand why this company alienates its customers over such a common transaction. As stated, I have spent thousands of dollars with Rock Auto with no complaints. When a problem did arise, they rejected a good customer over $18.48, makes no sense to me!
Regards,
[redacted]
Mr.
[redacted] ordered brake calipers for a 1991 BMW 325i. In our catalog, we
offer two types of front calipers for this car, based on the different
original suppliers that BMW used on that model - ATE and Girling. He
bought calipers meant to replace Girling calipers, but when he spoke to
our...
representative he told us that his originals were made by ATE. We
are accepting a return of the part that turned out to be wrong for the
vehicle, and will refund him the cost of the part once we receive the
return.
Mr. [redacted] has been refunded for his recent order attempts, which were also canceled.
This complaint is for order number two as you can tell by the date. Rock Auto is lying and their policy is if you get defected parts they will refund the original shipping cost. If Revdex.com or anyone else goes to their website and put the pump in their shopping cart for the [redacted] zip code you will see the shipping cost charged for that pump. After that you put the pump filter/strainer in the cart and you will see that the shipping DOES NOT GO HIGHTER their fore the proper refund for shipping is the amount paid by me in full. Also as stated how can Rock Auto honestly say that the near 1 pound item cost 1.27 to ship and the 30z. item cost 4.98. Rock Auto is obviously shipping junk parts and in return flipping the coin and gamble the customer will keep the garbage instead of them playing games like this. If I did not have pictures and emailed them to Rock Auto they probably would say the parts were not defected and beat me for shipping both ways. I don't care if Rock Auto wants to claim the filter/screens were not defected and I should eat this bogus FALSE shipping charge. Rock Auto needs to Stand up to the plate and admit that because they sent me 3 faulty pumps in two brands that they themselves created the fact the screen/filters were made useless to me. After being jerked for these 3 DEFECTED ROCK AUTO WANTS ME TO COVER THEIR COST. How many other people does Rock Auto screw on returns saying they are fine or send out pre-sold ,returned, faulty parts like they sent me?
On 7/13, Mr. [redacted] contacted us to report that he did not like the warranty replacement options he was offered online. He asked that we provide compensation so that he could purchase components he needed to repair the parts which failed. We offered $30, which he accepted. We issued his refund on...
7/14.
Ms. [redacted] initially addressed her order to a place that does not exist, which explains why she did not receive her parts. FedEx did not return the parts to one of our warehouses. If we do receive the parts, we will refund her. We do not know to which waiver her complaint refers. If Ms. [redacted] negotiated a solution with FedEx and needs our help, she may contact us to explain what she needs from us.
On 7/19/2016, Mr. [redacted] purchased a passenger side Moog control arm for
a 2000 Cadillac Escalade. On 7/27/2016, he ordered a driver side Moog
control arm for a 2000 Cadillac Escalade.
On 2/23/2017, Mr. [redacted] called to report that his vehicle could not be
aligned because the control arms...
he ordered did not have the correct
bushings. He asked to return the products for a refund. Our
representative explained that we will not accept returns of parts which
have been installed, as our Help page explains
(http://www.rockauto.com/help/?page=4#Returns ). Moog, the manufacturer,
offers a 36 month warranty for the control arms Mr. [redacted] purchased.
Our representative explained Mr. [redacted]'s warranty replacement options,
which were to return the defective products for replacements or place a
new order for replacements and, once received, return the defective ones
for a full refund. Mr. [redacted] refused both options and requested a
refund. Our representative explained that warranties offer only
replacement of the defective part with another part: no cash refunds
(http://www.rockauto.com/docs/warranty). Mr. [redacted] requested to speak
with a supervisor. We are sorry if our representative was less than
professional and that his supervisor did not call Mr. [redacted] back as he
requested.
On 3/6/2017, Mr. [redacted] reported his problem again, but this time on our
Order Status & Returns page. In that report, he said he installed
the control arms on a 1995 Chevrolet Blazer, which the control arms he
ordered do not fit. Our Order Status & Returns page told Mr. [redacted]
that warranties only apply to the vehicles for which parts are listed in
our catalog (http://www.rockauto.com/docs/warranty).
Minutes later, Mr. [redacted] called to ask if he may return the control
arms he purchased for a refund, indicating they had never been
installed. Our representative told Mr. [redacted] that parts may only be
returned for a refund within 30 days of the initial purchase
(http://www.rockauto.com/help/?page=4#Returns). Our representative also
reminded Mr. [redacted] of his warranty replacement options, but cautioned
that warranties apply only if products are defective.
Mr. [redacted]'s complaint notes that he gave the parts he
purchased from us to the manufacturer and they sent him replacements. We
are not sure why he didn't use those new parts. But we are not going to
buy those parts from him.
Miss [redacted] sent back the part on Monday 2/6 and we shipped her replacement the next morning, Tuesday 2/7. Miss [redacted] emailed at 10:18 that night asking to change the shipping address. Because we shipped the replacement part before she emailed asking to change the address, we explained that we were...
unable to change the shipping address. The current resident at Miss Fay's previous address in Stillwater refused this package on Tuesday 2/14 and it was then lost by the carrier. We issued a full refund to Miss Fay's Visa on Friday 2/24.
I have attached several documents and screen captures illustrating the clear return instructions we provide to our customers. This includes our email correspondence with Mr. [redacted], explaining how to retrieve his return instructions online via the Order Status & Returns page and the return instructions he would have accessed from that page. As well, I have included screen captures of our help pages providing guidance for returns processes and our About Us page that lists the customer service address Mr. [redacted] used, which also explains how to get the correct return address. While Mr. [redacted] is not eligible for a refund from RockAuto, we can assist him with a warranty replacement if he follows the return instructions we have provided. If the part has been returned to Airtex directly, we have no further recourse for him. Airtex has no record of RockAuto orders and manufacturers do not process returns from customers. As well, Airtex’s warranty does not cover parts made by other manufacturers so the auxiliary filter is not covered. Mr. [redacted] has made this process more difficult than necessary by doing everything in his power to send the parts anywhere except the correct returns location. We have provided all required information, and, if he has now returned the parts to the manufacturer, we have nothing further to address.
As our Help page explains (http://www.rockauto.com/help/?page=4#DIFFCO), sometimes manufacturers buy parts from other manufacturers and re-sell them as their own. In doing so, they declare the quality of the part worthy of their name and stand behind the product with their warranty. We have no...
control over manufacturer supply chains. We spoke to a technician from Denso who explained that they do not manufacture fuel pump modules for Chrysler vehicles. Among these vehicles is Mr. [redacted]'s Dodge pickup truck. Denso sources fuel pumps for these vehicles from the original equipment supplier, ensuring they meet strict specifications. Walbro manufactured the original pump for Mr. [redacted]'s vehicle, so Denso sourced their pump from Walbro. We issued a refund on 11/3, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.
We're sorry this customer's order was
delayed due to snow/ice storms. There is currently a
FedEx express service disruption due to weather and many shipments
across the country have been affected, including this customer's. As the Returns
section of our Polices page explains, shipping
charges...
are not refundable unless the return is due to our mistake.
FedEx does not issue refunds for delays caused by local or
national weather conditions (“acts of God”), so shipments delayed
due to the storm are not eligible for a refund or credit under their
money-back guarantee policy. Since we provided the service we
promised by shipping the customer's order on time and the delay is
out of RockAuto's or FedEx's control, no refund will be issued.
The last email that we received from the Revdex.com states that we had to take no action and to just wait for future communication. We just got an email tonight, Sunday, from the Revdex.com stating that our complaint is now closed because we did not respond. Today is the 10th day to respond so I am. I don't know what rock auto is talking about when they say I said we had a 71 lemans, when clearly I know that we have a 67. I never said I didn't want the part, I said it was the wrong part and it wouldn't fit our 67, because it was supposed to have the front and back to it as promised from [redacted] at rockauto. They wrote that the part was not wanted. Thank you for your time. [redacted]Sent from my iPhone
We provided Mr. [redacted] with instructions to obtain his warranty replacement parts. He has received his replacements and we have provided the return instructions to send back the faulty parts. 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 shipping costs.
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.]A lady from Rockauto did contact me. She informed me that they have sent 61 of this item to customers with no complaints. I did not think to ask her how many were for 93 Mazda Miata's. I did some research after the call to check that the flasher that they list in their online catalog and sent to me does not fit. It is not the right one. I found that it is usually a dealer item, but I was able to find an oem parts place in New York that had it. I just checked their online catalog again and the same part is still listed for this car. Not much of a follow up on their part. They have offered to refund the cost of the part but not the original cost of shippping it to me.
Regards,
[redacted]