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.Selling auto parts is not like selling light bulbs. As I told RockAuto several times it is $1000 of labor to "try out their parts". With a defect rate of 31%on these parts it is more than likely that I would have to take apart the engine for a third time - another $1000 of labor to replace the defects in the 5 defective lifters. Perhaps Rockauto does not have a calculator so let me do the math for them: 1.56 of the replacement lifters will, on average, be defective. So more than likelyI will have to dissassemble the engine again. When I contacted Rockauto via email (they refused to let me call them) they told me I was the only one out of 100 that had any problems - apparently they are not reading the forums wherein a couple people that I saw right away had failures of these parts. Perhaps ifRockauto started selling the real lifters made in Japan, not in China, they would not have these problems. I see no reason that Rockauto needs to profit from my misery and hard work - they know these parts are not high quality. On average, when internal engine parts are sold people don't install them within 30 dayssince it is a lot of work. What good are replacements for such low quality parts? If I ever got them to work after taking the engine apart three times how long doyou think they will last - not very long - so I would have to take apart the engine for the fourth time to replace them. Can Rockauto have just a little respect fortheir customers, what I am asking for is the right thing for them to do. To avoid these problems in the future Rockauto can sell better parts with a much lowerdefect rate. As it stands these parts are totally worthless, no one in their right mind would put these in their engine - as they know. The measured clearance of5 of 16 lifters was 6 to 10 thousands of an inch after following the procedure to pump them up with oil and then driving the car for 200 miles. The replacement Japanese lifters I bought worked perfectly using the same installation procedure. I will be on vacation for a while at the end of this week so I may not be ableto respond right away.
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. Thanks but with Rockauto, I have already went over with this and I do not need to go over this. As far as any mechanic would dispute to that, regardless if it was a kit or not, as long as the all componets of the parts are replaced all at once, but seem like an insult to my complete understanding to the warranty as well as a mechanic. I just want to note my complaint how poor their knowledge as well as their customer support. Again I already air my grievance with them and already lost a customer forever will never do business with them.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We are sorry for any confusion. The Wholesaler Closeout master cylinder that Mr. [redacted] ordered was listed in our catalog for a 1995 Chevrolet Monte Carlo 3.1L V6, with a note specifying “EXC ABS”. We are not sure what he thought “EXC” might stand for, but RockAuto and the Oxford dictionary...
(attached) understand this to be the standard abbreviation for “except”. As our Help page explains, if there are limiting factors (like "RWD vs. 4WD" 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. Per our return policy, 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. We refunded the purchase price of the part, $22.19, on 3/29/16. No additional refund is due. Reference:exc.. Oxford Dictionaries. Oxford University Press. http://www.oxforddictionaries.com/us/definition/american_english/exc. (accessed April 06, 2016).
[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,
On Friday 8/18, Mr. [redacted] placed an order and chose "2 Business Day Express" shipping. We shipped his order the same day and he received it Tuesday 8/22. We are not sure why he expected to receive his part sooner as we noted "You should receive by Tuesday, September 26" in his shopping cart, checkout...
page, and shipping notification. Since he received his order on the day we said he would, we owe him no shipping refund.
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.
While I agree that there was a failure by the carrier to provide the service paid for, since Rock Auto is the shipper of record, this could have been taken care of. Unfortunately, they indicated that FedEx does not deliver on Saturday. That is not true. FedEx will deliver on Saturday and Sunday, and to residential addresses. I have received packages from Amazon on both days. Also, unfortunately, I work for a company called Power and Signal Group. We are a global supplier of connection systems to the transportation industry. My business is distribution. I know for a fact as the shipper of record, they could have initiated a package intercept and made it a Saturday delivery. They chose cost savings over servicing a customer therefore I do not accept their resolution and request full reimbursement off all shipping costs. I also want this response to remain in the public domain for other potential customers to see. As previously stated, it is a shame that their concern over customer satisfaction has degraded to this level. I myself will consider this situation before ever choosing Rock Auto as a supplier of mine.
Regards,
[redacted]
This
customer ordered on Monday, 9/21/15 and chose Next Business Day
Express shipping. Our site factored in shipment the following
business day since we allow 24 hours for order processing, and we
provided the expected delivery date of Wednesday 9/23/15 during
checkout. The final checkout...
screen explained that the expected
delivery dates provided during checkout are best estimates
based on the usual order processing time frame and the shipping
method chosen but are not guaranteed. The
shipment had its label printed and was picked up the same day (faster
than expected), which is why FedEx tracking online showed an expected
delivery date of Tuesday.
Unfortunately,
FedEx made a mistake that resulted in this being delivered one
business day later on Wednesday 9/23/15. Since RockAuto has an
account with FedEx which does not allow us to file a claim for this
delayed order, we are unable to be reimbursed for FedEx's mistake.
However, considering the customer did not receive his order on the
day he expected after selecting an express service and seeing a
Tuesday estimated delivery on FedEx's online tracking site, we
absorbed the cost of FedEx's mistake and refunded him for the
difference between the service he paid for (Next Business Day
Express) and the service he received (2 Business Day Express). The
customer has only been charged for the service he received and no
further refund is available.
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 ordered using THEIR info to order the parts, that's what THEY said I needed for my car, their database is incorrect. [redacted]
We are sorry that Mr. [redacted] had trouble with the Spectra Premium radiator he purchased. 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 reimbursement of labor costs, shipping costs or other expenses. Considering the circumstances, we offered to allow Mr. [redacted] to return the radiator for a store credit, rather than a replacement part, and provided return instructions to do so. He has not yet returned it.
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.
The bumper cover wasn't ready for preparations. It was uneven surface & rough all over. We understood that ready for preparations was light sand & prime & paint. This was going to take many hours to prep for paint. This is not the quality we bought.
Regards,
[redacted]
This
customer placed an order for a differential rebuild kit. This kit is
sold as a single unit, which means kit components can not be returned
individually; rather, the kit must be purchased and returned as a
full kit.
The part listing specifies that the kit
is intended for vehicles with HD...
Positraction (Limited Slip)
or Locker differential carriers. The customer's vehicle has a G80
Limited Slip differential carrier, which this kit was not listed for.
As a result of ordering a kit for a differential carrier he does not
have, the carrier bearings included in this kit were too large for
his vehicle.
The customer has already installed the
remaining kit components. As our Help
page explains, we do not accept returns of parts that have been
installed or modified. Our initial offer of a partial refund was
given as a courtesy gesture prior to confirmation that the customer
did not have the HD carrier. However, after confirming that this was
misordered but that RockAuto listed this kit correctly and shipped
what the customer ordered, no refund is due. Fortunately, all
components except the carrier bearings will work for his vehicle. In
the future, we recommend checking that all
details in a part listing match the customer's vehicle to ensure
fitment.
This
customer communicated multiple times to our representatives that he
purchased the wrong part for his vehicle. The part purchased is
advertised on our catalog for a vehicle with 32 splines. This
customer installed the part on a vehicle with 33 splines; he
installed the part on a vehicle it...
is not advertised or intended for.
RockAuto
does not maintain personalized return statistics for its staff, so
the incentive the customer suggests our representatives have for
denying returns is unfounded. As we state on our Help
page, RockAuto staff are not mechanics and cannot provide
installation or diagnostic advice. We are a retailer, not a tech
line. For this reason, we consulted the manufacturer of the product
directly on two separate occasions to confirm whether the problem
described by the customer could be a result of the customer
installing the part on a vehicle it was not intended or advertised
for. On two separate occasions, the manufacturer confirmed that this
problem can be caused by installation on an incorrect application. We
don't mind taking back parts within 30 days, but as our Help
page explains we will not accept returns of parts that have been
installed or modified as this was.
No
referral number was provided to RockAuto staff, nor did we receive a
request from the customer to speak with the manufacture's
representative with whom we confirmed twice that the problem may have
resulted from incorrectly installing the part on the wrong
application. However, should the customer wish to hear the same
information we've received from the manufacturer directly as part of
a 3-way call between RockAuto, the manufacturer, and the customer, he
is welcome to contact us to arrange this. In accordance with the
information the manufacturer and the customer have provided, no
return or refund is authorized.
We are sorry if our representative was less than professional. On 6/26, Mr. [redacted] went to our Order Status & Returns page to report that he received the wrong parts. He later provided is Vehicle Identification Number which showed that his vehicle is a 2008 Jeep Liberty, not the 2007 model for...
which he ordered. The 2008 model requires different rotors, which we also sell on our website catalog. As our Help page notes, shipping costs are not refundable unless a return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns). Since Mr. [redacted] ordered parts for a vehicle he does not own, we will refund him for the parts he is returning but we will not refund his shipping costs.
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.
This
customer ordered a rear bumper cover as our listing specified, and we
shipped what was ordered: a rear bumper cover that (as our site
states) is reconditioned and ready for preparation and paint. 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 exactly what was ordered, no
shipping charges are refundable.
Mr. [redacted] used our optional “Returning Customers” feature, which is designed to use the address from your previous order. We are sorry that he did not realize how this feature worked. As our Help page explains shipping charges are not refundable unless the return is due to our mistake.Our Help page...
shows how to set up a return online using our Order Status & Returns page. We explain that customers should follow the return instructions carefully, since returns may not go to the same address from which the parts came. We never recommend refusing a shipment, as Mr. [redacted] did, and it would be impossible to list the hundreds of ways a return may go wrong if a customer neglects to follow the instructions we provide online. In the case of Mr. [redacted]’s order, refusing the package returned the part to the manufacturer who charged us a 25% restocking fee. His refund of $191.24 (Part: $254.99 - Re-Stocking Fee: $63.75) is correct.
[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]
When this customer reported a problem with his converter, we
explained that with the information he provided (that it was throwing
a code) we could not guarantee it would be covered under the
manufacture's warranty. We explained that typically catalytic
converters are only covered if there is...
a structural problem. If it
failed due to another problem in the vehicle, it wouldn't be covered
by warranty.
The customer ordered a new converter,
then contacted us for warranty return instructions for the old one.
He said that he replaced the oxygen sensors and the converter. We
reminded him that if it wasn't the converter that failed but was
something else in the vehicle that caused the problems with the
converter, he would not be refunded for the returned part. The
customer returned the converter, and the manufacturer determined it
was not a faulty converter but rather that it had overheated from the
engine. We informed the customer that since the converter was not
faulty we could not refund for it and returned it to him at his
request.
Parts can quickly or slowly
deteriorate with overheating, so it is likely the new converter will
eventually fail as well if nothing else was replaced. The customer
told us that he replaced the oxygen sensors. If the replaced sensors
were responsible for the first converter's failure (a common
problem), then the new converter should function without problem with
new oxygen sensors installed. Since the converter we sent the
customer was not a defective part, no refund will be issued.
Ms. [redacted] has sought remedy through PayPal, who refunded her purchase on 8/21. On 9/8, our warehouse reported that they received the part Ms. [redacted] returned. It was missing the catalytic converter portion of the pipe, meaning she cut it from the assembly she received and returned just the pipes. We have nothing further to say to her.
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.Selling auto parts is not like selling light bulbs. As I told RockAuto several times it is $1000 of labor to "try out their parts". With a defect rate of 31%on these parts it is more than likely that I would have to take apart the engine for a third time - another $1000 of labor to replace the defects in the 5 defective lifters. Perhaps Rockauto does not have a calculator so let me do the math for them: 1.56 of the replacement lifters will, on average, be defective. So more than likelyI will have to dissassemble the engine again. When I contacted Rockauto via email (they refused to let me call them) they told me I was the only one out of 100 that had any problems - apparently they are not reading the forums wherein a couple people that I saw right away had failures of these parts. Perhaps ifRockauto started selling the real lifters made in Japan, not in China, they would not have these problems. I see no reason that Rockauto needs to profit from my misery and hard work - they know these parts are not high quality. On average, when internal engine parts are sold people don't install them within 30 dayssince it is a lot of work. What good are replacements for such low quality parts? If I ever got them to work after taking the engine apart three times how long doyou think they will last - not very long - so I would have to take apart the engine for the fourth time to replace them. Can Rockauto have just a little respect fortheir customers, what I am asking for is the right thing for them to do. To avoid these problems in the future Rockauto can sell better parts with a much lowerdefect rate. As it stands these parts are totally worthless, no one in their right mind would put these in their engine - as they know. The measured clearance of5 of 16 lifters was 6 to 10 thousands of an inch after following the procedure to pump them up with oil and then driving the car for 200 miles. The replacement Japanese lifters I bought worked perfectly using the same installation procedure. I will be on vacation for a while at the end of this week so I may not be ableto respond right away.
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. Thanks but with Rockauto, I have already went over with this and I do not need to go over this. As far as any mechanic would dispute to that, regardless if it was a kit or not, as long as the all componets of the parts are replaced all at once, but seem like an insult to my complete understanding to the warranty as well as a mechanic. I just want to note my complaint how poor their knowledge as well as their customer support. Again I already air my grievance with them and already lost a customer forever will never do business with them.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We are sorry for any confusion. The Wholesaler Closeout master cylinder that Mr. [redacted] ordered was listed in our catalog for a 1995 Chevrolet Monte Carlo 3.1L V6, with a note specifying “EXC ABS”. We are not sure what he thought “EXC” might stand for, but RockAuto and the Oxford dictionary...
(attached) understand this to be the standard abbreviation for “except”. As our Help page explains, if there are limiting factors (like "RWD vs. 4WD" 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. Per our return policy, 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. We refunded the purchase price of the part, $22.19, on 3/29/16. No additional refund is due. Reference:exc.. Oxford Dictionaries. Oxford University Press. http://www.oxforddictionaries.com/us/definition/american_english/exc. (accessed April 06, 2016).
[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]
On Friday 8/18, Mr. [redacted] placed an order and chose "2 Business Day Express" shipping. We shipped his order the same day and he received it Tuesday 8/22. We are not sure why he expected to receive his part sooner as we noted "You should receive by Tuesday, September 26" in his shopping cart, checkout...
page, and shipping notification. Since he received his order on the day we said he would, we owe him no shipping refund.
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.
While I agree that there was a failure by the carrier to provide the service paid for, since Rock Auto is the shipper of record, this could have been taken care of. Unfortunately, they indicated that FedEx does not deliver on Saturday. That is not true. FedEx will deliver on Saturday and Sunday, and to residential addresses. I have received packages from Amazon on both days. Also, unfortunately, I work for a company called Power and Signal Group. We are a global supplier of connection systems to the transportation industry. My business is distribution. I know for a fact as the shipper of record, they could have initiated a package intercept and made it a Saturday delivery. They chose cost savings over servicing a customer therefore I do not accept their resolution and request full reimbursement off all shipping costs. I also want this response to remain in the public domain for other potential customers to see. As previously stated, it is a shame that their concern over customer satisfaction has degraded to this level. I myself will consider this situation before ever choosing Rock Auto as a supplier of mine.
Regards,
[redacted]
I would like Rock Auto to exchange my mirror for a matching one.
This
customer ordered on Monday, 9/21/15 and chose Next Business Day
Express shipping. Our site factored in shipment the following
business day since we allow 24 hours for order processing, and we
provided the expected delivery date of Wednesday 9/23/15 during
checkout. The final checkout...
screen explained that the expected
delivery dates provided during checkout are best estimates
based on the usual order processing time frame and the shipping
method chosen but are not guaranteed. The
shipment had its label printed and was picked up the same day (faster
than expected), which is why FedEx tracking online showed an expected
delivery date of Tuesday.
Unfortunately,
FedEx made a mistake that resulted in this being delivered one
business day later on Wednesday 9/23/15. Since RockAuto has an
account with FedEx which does not allow us to file a claim for this
delayed order, we are unable to be reimbursed for FedEx's mistake.
However, considering the customer did not receive his order on the
day he expected after selecting an express service and seeing a
Tuesday estimated delivery on FedEx's online tracking site, we
absorbed the cost of FedEx's mistake and refunded him for the
difference between the service he paid for (Next Business Day
Express) and the service he received (2 Business Day Express). The
customer has only been charged for the service he received and no
further refund is available.
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 ordered using THEIR info to order the parts, that's what THEY said I needed for my car, their database is incorrect. [redacted]
We are sorry that Mr. [redacted] had trouble with the Spectra Premium radiator he purchased. 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 reimbursement of labor costs, shipping costs or other expenses. Considering the circumstances, we offered to allow Mr. [redacted] to return the radiator for a store credit, rather than a replacement part, and provided return instructions to do so. He has not yet returned it.
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.
The bumper cover wasn't ready for preparations. It was uneven surface & rough all over. We understood that ready for preparations was light sand & prime & paint. This was going to take many hours to prep for paint. This is not the quality we bought.
Regards,
[redacted]
This
customer placed an order for a differential rebuild kit. This kit is
sold as a single unit, which means kit components can not be returned
individually; rather, the kit must be purchased and returned as a
full kit.
The part listing specifies that the kit
is intended for vehicles with HD...
Positraction (Limited Slip)
or Locker differential carriers. The customer's vehicle has a G80
Limited Slip differential carrier, which this kit was not listed for.
As a result of ordering a kit for a differential carrier he does not
have, the carrier bearings included in this kit were too large for
his vehicle.
The customer has already installed the
remaining kit components. As our Help
page explains, we do not accept returns of parts that have been
installed or modified. Our initial offer of a partial refund was
given as a courtesy gesture prior to confirmation that the customer
did not have the HD carrier. However, after confirming that this was
misordered but that RockAuto listed this kit correctly and shipped
what the customer ordered, no refund is due. Fortunately, all
components except the carrier bearings will work for his vehicle. In
the future, we recommend checking that all
details in a part listing match the customer's vehicle to ensure
fitment.
This
customer communicated multiple times to our representatives that he
purchased the wrong part for his vehicle. The part purchased is
advertised on our catalog for a vehicle with 32 splines. This
customer installed the part on a vehicle with 33 splines; he
installed the part on a vehicle it...
is not advertised or intended for.
RockAuto
does not maintain personalized return statistics for its staff, so
the incentive the customer suggests our representatives have for
denying returns is unfounded. As we state on our Help
page, RockAuto staff are not mechanics and cannot provide
installation or diagnostic advice. We are a retailer, not a tech
line. For this reason, we consulted the manufacturer of the product
directly on two separate occasions to confirm whether the problem
described by the customer could be a result of the customer
installing the part on a vehicle it was not intended or advertised
for. On two separate occasions, the manufacturer confirmed that this
problem can be caused by installation on an incorrect application. We
don't mind taking back parts within 30 days, but as our Help
page explains we will not accept returns of parts that have been
installed or modified as this was.
No
referral number was provided to RockAuto staff, nor did we receive a
request from the customer to speak with the manufacture's
representative with whom we confirmed twice that the problem may have
resulted from incorrectly installing the part on the wrong
application. However, should the customer wish to hear the same
information we've received from the manufacturer directly as part of
a 3-way call between RockAuto, the manufacturer, and the customer, he
is welcome to contact us to arrange this. In accordance with the
information the manufacturer and the customer have provided, no
return or refund is authorized.
We are sorry if our representative was less than professional. On 6/26, Mr. [redacted] went to our Order Status & Returns page to report that he received the wrong parts. He later provided is Vehicle Identification Number which showed that his vehicle is a 2008 Jeep Liberty, not the 2007 model for...
which he ordered. The 2008 model requires different rotors, which we also sell on our website catalog. As our Help page notes, shipping costs are not refundable unless a return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns). Since Mr. [redacted] ordered parts for a vehicle he does not own, we will refund him for the parts he is returning but we will not refund his shipping costs.
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.
This
customer ordered a rear bumper cover as our listing specified, and we
shipped what was ordered: a rear bumper cover that (as our site
states) is reconditioned and ready for preparation and paint. 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 exactly what was ordered, no
shipping charges are refundable.
Mr. [redacted] used our optional “Returning Customers” feature, which is designed to use the address from your previous order. We are sorry that he did not realize how this feature worked. As our Help page explains shipping charges are not refundable unless the return is due to our mistake.Our Help page...
shows how to set up a return online using our Order Status & Returns page. We explain that customers should follow the return instructions carefully, since returns may not go to the same address from which the parts came. We never recommend refusing a shipment, as Mr. [redacted] did, and it would be impossible to list the hundreds of ways a return may go wrong if a customer neglects to follow the instructions we provide online. In the case of Mr. [redacted]’s order, refusing the package returned the part to the manufacturer who charged us a 25% restocking fee. His refund of $191.24 (Part: $254.99 - Re-Stocking Fee: $63.75) is correct.
[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]
When this customer reported a problem with his converter, we
explained that with the information he provided (that it was throwing
a code) we could not guarantee it would be covered under the
manufacture's warranty. We explained that typically catalytic
converters are only covered if there is...
a structural problem. If it
failed due to another problem in the vehicle, it wouldn't be covered
by warranty.
The customer ordered a new converter,
then contacted us for warranty return instructions for the old one.
He said that he replaced the oxygen sensors and the converter. We
reminded him that if it wasn't the converter that failed but was
something else in the vehicle that caused the problems with the
converter, he would not be refunded for the returned part. The
customer returned the converter, and the manufacturer determined it
was not a faulty converter but rather that it had overheated from the
engine. We informed the customer that since the converter was not
faulty we could not refund for it and returned it to him at his
request.
Parts can quickly or slowly
deteriorate with overheating, so it is likely the new converter will
eventually fail as well if nothing else was replaced. The customer
told us that he replaced the oxygen sensors. If the replaced sensors
were responsible for the first converter's failure (a common
problem), then the new converter should function without problem with
new oxygen sensors installed. Since the converter we sent the
customer was not a defective part, no refund will be issued.
Ms. [redacted] has sought remedy through PayPal, who refunded her purchase on 8/21. On 9/8, our warehouse reported that they received the part Ms. [redacted] returned. It was missing the catalytic converter portion of the pipe, meaning she cut it from the assembly she received and returned just the pipes. We have nothing further to say to her.