Mr. G[redacted] ordered a rotor & brake pad kit for a vehicle with standard brakes and 325 mm front rotors, as specified in our online catalog. His vehicle has heavy duty brakes and 352 mm front rotors, so he ordered incorrectly. We provided return instructions and issued a refund on 9/27. 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.
On 4/19, Mr. [redacted] went to our Order Status & Returns page to report that he received the wrong part. We authorized his return and provided return instructions. We refunded him for that part 5/1/2017.On 4/21, he returned to our website seeking authorization to return a part from the same order...
that he did not want. He did not finish his report. We never authorized his return and did not provide instructions on how and where to return the part.On 5/21, he contacted us asking why we refunded him for just the part he was authorized to return. He claimed he returned the part he was authorized to return on 4/19 and the part for which he attempted to get return authorization (but did not) on 4/21 in the same box. We explained that we did not know he planned to return two parts because we did not authorize a return for more than one. We followed up with our warehouse and they confirmed they only received one part, for which we have already refunded. We will not refund Mr. [redacted] for a part he was not authorized to return and we have no record of receiving.
We are sorry if any of our representatives were less than professional. On 8/4, this customer went to our Order Status & Returns page to report that the transmission mount he ordered did not fit. We asked him for more information to determine the problem. He supplied the part number of the...
correct part he purchased elsewhere, which revealed that he needed a motor mount, not a transmission mount. He may use the return instructions we emailed him to return the part for a refund. However, and as it is noted on our help page, shipping is not refundable unless the return is due to our mistake ([redacted]
As
our Policies page
explains, like other retailers of branded products,
RockAuto does not offer any product warranty of our own--we honor the
warranty provided by the manufacturer of the product.
In
July 2013, this customer purchased a part covered by a 6 month
manufacturer warranty. He...
contacted us about a problem in December
2014 after the warranty had expired, so no refund or replacement will
be provided.
We
monitor return patterns to ensure products with common problems are
removed from our online catalog. This is the first warranty issue
reported in our history with the product (sold over 100 times), so we
do not have reason to believe there is a quality issue associated
with this part.
We are sorry that Mr. [redacted]'s Dorman part failed after a few months of use. As our Warranties page explains, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part:...
no cash refunds and no reimbursement of shipping costs or other expenses. When he set up his warranty online on 6/13/16, we offered 2 options for his warranty replacement. Mr. [redacted] chose "I want to place a new order, then return the defective part for a refund of the new order." Though the manufacturer does not cover shipping in a warranty situation, RockAuto refunds the outbound shipping on the new order as a courtesy to our cus[redacted]ers. Return shipping is not included and further contact from RockAuto is unnecessary.
This customer
ordered a clutch kit on 9/2/15 and chose next business day express
shipping. As promised we shipped the kit on 9/3 and it was delivered
on the next business day, 9/4. The customer paid for and received the
outbound shipping service she paid for.
The customer
reported a...
fitment difference (but never reported anything about it
being disassembled upon being received), so we provided a prepaid
return label to send the part back at no cost to the customer for
reshipment, thinking that there may have been a manufacturing error.
We had the warehouse check stock and found that all remaining stock
matched the measurements the customer reported receiving, so we
explained to the customer we'd need to inspect the return to try to
determine whether reshipment would be of any help prior to reshipping
it. Upon receipt of the returned product, it was carefully inspected
and found to be within specifications. This indicated the correct
product was shipped and that reshipping the same product would not
fix the customer's fitment difference.
Normally
we'd refund the customer for the returned item, but as evidenced by
the photos shared with the customer, the slave cylinder had been
disassembled prior to return. The springs were out and it had
clearly been taken apart. There was no damage to any of the packaging
to indicate damage by the carrier. As our Help
page explains, RockAuto will not accept returns of parts that have
been installed or modified.
We offered a $35 refund for any
salvageable parts or to ship the kit back to the customer at their
expense since the carrier needs payment for their service and
RockAuto was not responsible for the returned, disassembled part that
couldn't be resold. The customer chose to have it returned to her,
and as an additional courtesy we covered the outbound shipping back
to the customer.
This customer purchased a
radiator in November 2014. He reported a fitment problem 4 months
later, in March 2015. As our Policies
page explains, we accept returns within 30 days so that customers
have ample time to ensure the products they purchased are not
problematic in any way. Since this...
customer waited 4 months to report
any problem, the part can not be returned for a 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.
The only response Rock Auto has ever provided to me about this throttle body is what they just said: the part is not rebuildable. This was and is a working component with a bad throttle position sensor (not a separate sensor on this model) that caused the fuel mileage to be very poor. Since I needed my vehicle I put the throttle body back in and it ran as before. I fail to understand how this part cannot be rebuildable. To make matters worse, Rock Auto didn't have a new throttle body for purchase. I don't consider their response to be reasonable, correct, or acceptable. I had to purchase the new throttle body from another company. I don't wish to do business with Rock Auto any more and want my store credit refunded. No other resolution is acceptable to me no matter how many times we go back and forth.
Regards,
[redacted]
The
suite number is not included as it is not necessary for physical mail
to reach us.
The
customer ordered Wholesaler Closeout, Private Label wipers. Our Help
page explains "Private Label Pkg" means the part may be in
different packaging. The features should be the same but the...
warranty
(and the quality) may be different than for parts the manufacturer
sells under its own brand. Our Help
page also explains that sometimes manufacturers buy parts from other
manufacturers and re-sell them as their own. We have no control over
manufacturer supply chains. In this case, Trico was selling NAPA
parts.
We
do not sell used parts, though as clearance parts Wholesaler Closeout
parts may look as though they've been on a shelf for awhile. Open
packaging may indicate the parts were previously opened, but does not
indicate they were installed (and thus “used”) parts. Like other
online retailers, RockAuto allows returns and inspects all returns.
The
customer purchased winter wiper blades. Winter blades have a stiffer
design, so while resting they don't follow the curvature of the
windshield. They don't sit totally flat so that there is less surface
to get iced to a windshield when the car is sitting outside in the
elements. However, once they are turned on the blades move into
position almost immediately, and will successfully wipe clean the
entire windshield. This is likely the cause of the fitment problem
the customer presents.
Upon
reevaluation of the photos provided of the wiper blades received,
enough of them do appear to be oxidized beyond what is normal for
wholesaler closeout parts that we think meeting the customer's
request for a full refund on the order is appropriate. We apologize
that this and the fitment problem were not appropriately addressed
initially and we are taking action to prevent similar situations from
arising in the future.
The
customer has opened a chargeback dispute via his credit card company
for the order total. Since chargeback documentation specifically
instructs us not to issue a refund while the chargeback is open, the
customer will be refunded in full (including original shipping) on
the order without return of the products as soon as his open dispute
via his credit card company has closed.
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.
Yes I would like to reopen. Rock Auto basically reiterated their 30 day return policy. Which is not fair in my view because I ordered the correct part number. [redacted] auto shipped me the wrong item in my box
Regards,
[redacted]
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). Mr. W[redacted] purchased a dash board cover by Coverlay in February and reported his problem in October. We...
provided warranty replacement options. Mr. W[redacted] chose to place a new order, then return the defective part for a refund of the new order. After he placed his order for the replacement, the manufacturer updated their warranty policy to state that "uninstalled products reported defective after 30 days of receipt will not be covered under warranty." When Mr. W[redacted] returned the defective part, Coverlay determined that the part warped due to not being installed within the first 30 days and denied the warranty, per their new policy. On reviewing Mr. W[redacted]'s order, we found that the change occurred after Coverlay authorized the warranty replacement for his uninstalled cover and issued a full refund for Mr. W[redacted]'s order on 11/16.We are sorry for our mistake on Mr. W[redacted]'s order and hope he gives us another chance in the future.
Mr. [redacted] purchased this Wheel Bearing & Hub Assembly on April 7, 2014, but did not contact us about a problem with the part until June 3, 2015. We explained that Raybestos offers a 12-month warranty on their Wheel Bearing & Hub Assemblies and his warranty was expired. Warranty...
information is provided on our Warranties page and on the product’s INFO page in the catalog. The customer is also able to find warranty information at the Raybestos website on their Warranty page. We are not able to assist with a warranty replacement on an item whose warranty has expired.
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 feel this is unfair practice by Rock Auto. I understand the 30 day window to return parts, if it were my fault. But, this incident was not my fault. I ordered the correct part. Rock Auto shipped me a useless item in the box. This is an unfair business practice. They are taking advantage of me, as the consumer, and I am powerless to do anything about it. While my car was in the shop, the mechanic called to tell me the correct part number was ordered but Rock Auto sent the wrong part in the box. I had to pay double for the mechanic to source the correct part. I should actually be requesting the full $130 it wound up costing me to get the part!!P.S. My father in law is an avid customer of Rock Auto. He told me depending on how your company handles this situation, he will cease spending money with you. So far, you are trending the wrong way. I pray you consider how you treat others.
Regards,
[redacted]
On 5/30, Mr. [redacted] ordered a "standard type" tail lamp assembly for his 2007 Mazda 6. The part shown in the image is not tinted black.On 6/11, Mr. [redacted] contacted us to report that he intended on purchasing the "sport type" tail lamp we sell for his car, which is tinted black. We invited him to...
return the part he ordered for a refund and purchase the part he wanted. However, and as our Help page notes, shipping is not refundable unless the return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns).
When Mr. [redacted] placed his order, he chose a part listed "w/o Auto Trans" in our Online Catalog. Since his vehicle has automatic transmission, this part was ordred incorrectly. 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 will issue a refund once the parts are returned.
This customer ordered in May 2015 but didn't report a problem until October 2015. As our Help page explains, uninstalled parts may be returned within 30 days for a refund of the part price. Since the order is 5 months old and the parts have been installed, we attempted to work with Mr. [redacted] to...
determine the nature of the problem and if it could be covered under the manufacturer’s warranty. He declined to provide any further details as to how the part was incorrect, so we have no evidence that a warranty situation is present and we were unable to proceed with a replacement solution.
We communicated
with the customer after his Revdex.com submission. We
explained we do not have the quarter panel he needs in stock. He
indicated he found what he needs locally and he will use the
remaining part. Since he will use one part and we have already
refunded him for the...
This
customer ordered 5 parts on this order. Of those 5 parts, he ordered
two valve cover grommet seals -as our listing specifies- but needed
valve cover grommets. We shipped what he ordered, but he does not
need the parts. As our Help
page explains, every part we sell may be returned within 30...
days
for a refund of the part price. Shipping charges are not refundable
unless the return is due to our mistake. The customer can use the
return instructions previously provided to return these seals for a
refund.
He
also ordered 3 motor mounts, one of which he previously reported does
not fit his vehicle and for which he has return instructions and a
prepaid FedEx label for return. We don't pay shipping unless we make
a mistake. Since the customer seems to have ordered correctly but we
shipped what he ordered (and what the manufacturer specifies will fit
this application), we agreed to cover the return shipping costs for
him for this part. If there are other parts that do not work for him
from this order he's welcome to report and authorize the appropriate
returns through our Order
Status and Returns page. 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. Warranties do not cover
reimbursement of labor costs, shipping costs or other expenses
(http://www.rockauto.com/docs/warranty.php).
When
the customer contacted us, he asked to be refunded in full for the
order without returning the parts. We declined his request for a
refund without return, but explained that he can be refunded for
items that are returned. When the customer screamed and swore at our
representative, she informed the customer that without respectful
communication she would need to end the call. When the customer
failed to communicate in a respectful manner, she ended the call
rather than continue to be verbally abused.
At first place, RockAuto are asking me to return something I've never received. FedEx simply dropped the package at the hotel, knowing very well that I'm not there anymore. I neither could request the hotel to return the package on my behalf, nor I'm clear who will be paying for this return.At second place, more than half of the amount I paid for this order was for express delivery. RockAuto are stating that they will not refund it, no matter what.As a long time RockAuto customer, having spent about $2,000 with them only during the last year, I'm extremely disappointed with the way they are dealing with this issue. Obviously, RockAuto are refusing to refund me and I'll be losing my $100. In return, they' are losing my business forever. I'll be also sharing my experience with them in my social network. Regards,Ivan [redacted]
Rock Auto is lying when they said they did not hear from me since I bought the part. I contacted them as soon as I installed the defective part in my vehicle. It was just past the 30 day period. When I installed the part and it did not work, I had to go out and buy another part locally so I could get my vehicle running to get to work. I do not want a replacement part. I have fixed my vehicle. I did not buy the part from the manufacturer and do not think I should have to deal with them. I don't need another part. I want a credit on my credit card and I will gladly return the part to Rock Auto. The dispute with my credit card has been dropped for the time being until I see what Rock Auto's resolution is . I will refile if they don't take this defective part back. I do not wish to exchange the part which is all the manufacturer will do. If Rock Auto takes the part back, they can return it for a credit or a replacement part which they can sell since this is their business. This is not a reputable company. I have never in all my years of buying auto parts been treated like this. I did not install the part until after 30 days from the time of purchase. I contacted them as soon as I installed the part and found it to be defective. I expect them to send me a return label and credit my card, so I can send the part back to Rock Auto.Robert [redacted]
Mr. G[redacted] ordered a rotor & brake pad kit for a vehicle with standard brakes and 325 mm front rotors, as specified in our online catalog. His vehicle has heavy duty brakes and 352 mm front rotors, so he ordered incorrectly. We provided return instructions and issued a refund on 9/27. 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.
On 4/19, Mr. [redacted] went to our Order Status & Returns page to report that he received the wrong part. We authorized his return and provided return instructions. We refunded him for that part 5/1/2017.On 4/21, he returned to our website seeking authorization to return a part from the same order...
that he did not want. He did not finish his report. We never authorized his return and did not provide instructions on how and where to return the part.On 5/21, he contacted us asking why we refunded him for just the part he was authorized to return. He claimed he returned the part he was authorized to return on 4/19 and the part for which he attempted to get return authorization (but did not) on 4/21 in the same box. We explained that we did not know he planned to return two parts because we did not authorize a return for more than one. We followed up with our warehouse and they confirmed they only received one part, for which we have already refunded. We will not refund Mr. [redacted] for a part he was not authorized to return and we have no record of receiving.
We are sorry if any of our representatives were less than professional. On 8/4, this customer went to our Order Status & Returns page to report that the transmission mount he ordered did not fit. We asked him for more information to determine the problem. He supplied the part number of the...
correct part he purchased elsewhere, which revealed that he needed a motor mount, not a transmission mount. He may use the return instructions we emailed him to return the part for a refund. However, and as it is noted on our help page, shipping is not refundable unless the return is due to our mistake ([redacted]
As
our Policies page
explains, like other retailers of branded products,
RockAuto does not offer any product warranty of our own--we honor the
warranty provided by the manufacturer of the product.
In
July 2013, this customer purchased a part covered by a 6 month
manufacturer warranty. He...
contacted us about a problem in December
2014 after the warranty had expired, so no refund or replacement will
be provided.
We
monitor return patterns to ensure products with common problems are
removed from our online catalog. This is the first warranty issue
reported in our history with the product (sold over 100 times), so we
do not have reason to believe there is a quality issue associated
with this part.
We are sorry that Mr. [redacted]'s Dorman part failed after a few months of use. As our Warranties page explains, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part:...
no cash refunds and no reimbursement of shipping costs or other expenses. When he set up his warranty online on 6/13/16, we offered 2 options for his warranty replacement. Mr. [redacted] chose "I want to place a new order, then return the defective part for a refund of the new order." Though the manufacturer does not cover shipping in a warranty situation, RockAuto refunds the outbound shipping on the new order as a courtesy to our cus[redacted]ers. Return shipping is not included and further contact from RockAuto is unnecessary.
This customer
ordered a clutch kit on 9/2/15 and chose next business day express
shipping. As promised we shipped the kit on 9/3 and it was delivered
on the next business day, 9/4. The customer paid for and received the
outbound shipping service she paid for.
The customer
reported a...
fitment difference (but never reported anything about it
being disassembled upon being received), so we provided a prepaid
return label to send the part back at no cost to the customer for
reshipment, thinking that there may have been a manufacturing error.
We had the warehouse check stock and found that all remaining stock
matched the measurements the customer reported receiving, so we
explained to the customer we'd need to inspect the return to try to
determine whether reshipment would be of any help prior to reshipping
it. Upon receipt of the returned product, it was carefully inspected
and found to be within specifications. This indicated the correct
product was shipped and that reshipping the same product would not
fix the customer's fitment difference.
Normally
we'd refund the customer for the returned item, but as evidenced by
the photos shared with the customer, the slave cylinder had been
disassembled prior to return. The springs were out and it had
clearly been taken apart. There was no damage to any of the packaging
to indicate damage by the carrier. As our Help
page explains, RockAuto will not accept returns of parts that have
been installed or modified.
We offered a $35 refund for any
salvageable parts or to ship the kit back to the customer at their
expense since the carrier needs payment for their service and
RockAuto was not responsible for the returned, disassembled part that
couldn't be resold. The customer chose to have it returned to her,
and as an additional courtesy we covered the outbound shipping back
to the customer.
This customer purchased a
radiator in November 2014. He reported a fitment problem 4 months
later, in March 2015. As our Policies
page explains, we accept returns within 30 days so that customers
have ample time to ensure the products they purchased are not
problematic in any way. Since this...
customer waited 4 months to report
any problem, the part can not be returned for a 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.
The only response Rock Auto has ever provided to me about this throttle body is what they just said: the part is not rebuildable. This was and is a working component with a bad throttle position sensor (not a separate sensor on this model) that caused the fuel mileage to be very poor. Since I needed my vehicle I put the throttle body back in and it ran as before. I fail to understand how this part cannot be rebuildable. To make matters worse, Rock Auto didn't have a new throttle body for purchase. I don't consider their response to be reasonable, correct, or acceptable. I had to purchase the new throttle body from another company. I don't wish to do business with Rock Auto any more and want my store credit refunded. No other resolution is acceptable to me no matter how many times we go back and forth.
Regards,
[redacted]
The
suite number is not included as it is not necessary for physical mail
to reach us.
The
customer ordered Wholesaler Closeout, Private Label wipers. Our Help
page explains "Private Label Pkg" means the part may be in
different packaging. The features should be the same but the...
warranty
(and the quality) may be different than for parts the manufacturer
sells under its own brand. Our Help
page also explains that sometimes manufacturers buy parts from other
manufacturers and re-sell them as their own. We have no control over
manufacturer supply chains. In this case, Trico was selling NAPA
parts.
We
do not sell used parts, though as clearance parts Wholesaler Closeout
parts may look as though they've been on a shelf for awhile. Open
packaging may indicate the parts were previously opened, but does not
indicate they were installed (and thus “used”) parts. Like other
online retailers, RockAuto allows returns and inspects all returns.
The
customer purchased winter wiper blades. Winter blades have a stiffer
design, so while resting they don't follow the curvature of the
windshield. They don't sit totally flat so that there is less surface
to get iced to a windshield when the car is sitting outside in the
elements. However, once they are turned on the blades move into
position almost immediately, and will successfully wipe clean the
entire windshield. This is likely the cause of the fitment problem
the customer presents.
Upon
reevaluation of the photos provided of the wiper blades received,
enough of them do appear to be oxidized beyond what is normal for
wholesaler closeout parts that we think meeting the customer's
request for a full refund on the order is appropriate. We apologize
that this and the fitment problem were not appropriately addressed
initially and we are taking action to prevent similar situations from
arising in the future.
The
customer has opened a chargeback dispute via his credit card company
for the order total. Since chargeback documentation specifically
instructs us not to issue a refund while the chargeback is open, the
customer will be refunded in full (including original shipping) on
the order without return of the products as soon as his open dispute
via his credit card company has closed.
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.
Yes I would like to reopen. Rock Auto basically reiterated their 30 day return policy. Which is not fair in my view because I ordered the correct part number. [redacted] auto shipped me the wrong item in my box
Regards,
[redacted]
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). Mr. W[redacted] purchased a dash board cover by Coverlay in February and reported his problem in October. We...
provided warranty replacement options. Mr. W[redacted] chose to place a new order, then return the defective part for a refund of the new order. After he placed his order for the replacement, the manufacturer updated their warranty policy to state that "uninstalled products reported defective after 30 days of receipt will not be covered under warranty." When Mr. W[redacted] returned the defective part, Coverlay determined that the part warped due to not being installed within the first 30 days and denied the warranty, per their new policy. On reviewing Mr. W[redacted]'s order, we found that the change occurred after Coverlay authorized the warranty replacement for his uninstalled cover and issued a full refund for Mr. W[redacted]'s order on 11/16.We are sorry for our mistake on Mr. W[redacted]'s order and hope he gives us another chance in the future.
Mr. [redacted] purchased this Wheel Bearing & Hub Assembly on April 7, 2014, but did not contact us about a problem with the part until June 3, 2015. We explained that Raybestos offers a 12-month warranty on their Wheel Bearing & Hub Assemblies and his warranty was expired. Warranty...
information is provided on our Warranties page and on the product’s INFO page in the catalog. The customer is also able to find warranty information at the Raybestos website on their Warranty page. We are not able to assist with a warranty replacement on an item whose warranty has expired.
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 feel this is unfair practice by Rock Auto. I understand the 30 day window to return parts, if it were my fault. But, this incident was not my fault. I ordered the correct part. Rock Auto shipped me a useless item in the box. This is an unfair business practice. They are taking advantage of me, as the consumer, and I am powerless to do anything about it. While my car was in the shop, the mechanic called to tell me the correct part number was ordered but Rock Auto sent the wrong part in the box. I had to pay double for the mechanic to source the correct part. I should actually be requesting the full $130 it wound up costing me to get the part!!P.S. My father in law is an avid customer of Rock Auto. He told me depending on how your company handles this situation, he will cease spending money with you. So far, you are trending the wrong way. I pray you consider how you treat others.
Regards,
[redacted]
On 5/30, Mr. [redacted] ordered a "standard type" tail lamp assembly for his 2007 Mazda 6. The part shown in the image is not tinted black.On 6/11, Mr. [redacted] contacted us to report that he intended on purchasing the "sport type" tail lamp we sell for his car, which is tinted black. We invited him to...
return the part he ordered for a refund and purchase the part he wanted. However, and as our Help page notes, shipping is not refundable unless the return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns).
When Mr. [redacted] placed his order, he chose a part listed "w/o Auto Trans" in our Online Catalog. Since his vehicle has automatic transmission, this part was ordred incorrectly. 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 will issue a refund once the parts are returned.
This customer ordered in May 2015 but didn't report a problem until October 2015. As our Help page explains, uninstalled parts may be returned within 30 days for a refund of the part price. Since the order is 5 months old and the parts have been installed, we attempted to work with Mr. [redacted] to...
determine the nature of the problem and if it could be covered under the manufacturer’s warranty. He declined to provide any further details as to how the part was incorrect, so we have no evidence that a warranty situation is present and we were unable to proceed with a replacement solution.
We communicated
with the customer after his Revdex.com submission. We
explained we do not have the quarter panel he needs in stock. He
indicated he found what he needs locally and he will use the
remaining part. Since he will use one part and we have already
refunded him for the...
incorrect part, we consider this resolved.
This
customer ordered 5 parts on this order. Of those 5 parts, he ordered
two valve cover grommet seals -as our listing specifies- but needed
valve cover grommets. We shipped what he ordered, but he does not
need the parts. As our Help
page explains, every part we sell may be returned within 30...
days
for a refund of the part price. Shipping charges are not refundable
unless the return is due to our mistake. The customer can use the
return instructions previously provided to return these seals for a
refund.
He
also ordered 3 motor mounts, one of which he previously reported does
not fit his vehicle and for which he has return instructions and a
prepaid FedEx label for return. We don't pay shipping unless we make
a mistake. Since the customer seems to have ordered correctly but we
shipped what he ordered (and what the manufacturer specifies will fit
this application), we agreed to cover the return shipping costs for
him for this part. If there are other parts that do not work for him
from this order he's welcome to report and authorize the appropriate
returns through our Order
Status and Returns page. 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. Warranties do not cover
reimbursement of labor costs, shipping costs or other expenses
(http://www.rockauto.com/docs/warranty.php).
When
the customer contacted us, he asked to be refunded in full for the
order without returning the parts. We declined his request for a
refund without return, but explained that he can be refunded for
items that are returned. When the customer screamed and swore at our
representative, she informed the customer that without respectful
communication she would need to end the call. When the customer
failed to communicate in a respectful manner, she ended the call
rather than continue to be verbally abused.
At first place, RockAuto are asking me to return something I've never received. FedEx simply dropped the package at the hotel, knowing very well that I'm not there anymore. I neither could request the hotel to return the package on my behalf, nor I'm clear who will be paying for this return.At second place, more than half of the amount I paid for this order was for express delivery. RockAuto are stating that they will not refund it, no matter what.As a long time RockAuto customer, having spent about $2,000 with them only during the last year, I'm extremely disappointed with the way they are dealing with this issue. Obviously, RockAuto are refusing to refund me and I'll be losing my $100. In return, they' are losing my business forever. I'll be also sharing my experience with them in my social network. Regards,Ivan [redacted]
Rock Auto is lying when they said they did not hear from me since I bought the part. I contacted them as soon as I installed the defective part in my vehicle. It was just past the 30 day period. When I installed the part and it did not work, I had to go out and buy another part locally so I could get my vehicle running to get to work. I do not want a replacement part. I have fixed my vehicle. I did not buy the part from the manufacturer and do not think I should have to deal with them. I don't need another part. I want a credit on my credit card and I will gladly return the part to Rock Auto. The dispute with my credit card has been dropped for the time being until I see what Rock Auto's resolution is . I will refile if they don't take this defective part back. I do not wish to exchange the part which is all the manufacturer will do. If Rock Auto takes the part back, they can return it for a credit or a replacement part which they can sell since this is their business. This is not a reputable company. I have never in all my years of buying auto parts been treated like this. I did not install the part until after 30 days from the time of purchase. I contacted them as soon as I installed the part and found it to be defective. I expect them to send me a return label and credit my card, so I can send the part back to Rock Auto.Robert [redacted]