This is the second order the customer
has reported a problem with. The first time, a part failed under
warranty and we assisted him through the manufacturer's part-for-part
replacement warranty.
As an online retailer, we
provide the relevant information necessary to correctly order...
parts
through our site. On this order, the customer purchased fuel
injectors that our site specifies are for vehicles with a flow rating
of 40lb. per hour. The customer reported this specification does not
apply to his vehicle, so we would not expect this to work for him.
(He has indicated we do list others that specify different details
that apply to his vehicle, so he is welcome to place a new order for
those if he'd like.) As
our site explains, since the customer ordered incorrectly and
then installed the parts, they are not returnable.
All our contact
information - both phone number and email address - is listed on our
About Us
page. We also include directions and a direct link to visit our Order
Status and Returns page for changing orders or reporting problems
on our order confirmation page, which this customer...
received
immediately after placing his order on 8/27.He
contacted us on 8/28, after his order had shipped, and
reported the shipping address he entered on his order could not
receive shipments from the USPS. Nowhere during online checkout was a
FedEx shipping method shown or implied once the customer selected
Priority Mail for shipment. During checkout, we showed various
shipping options and he selected Priority Mail. Our final checkout
page specified the selected shipping method was via US Mail (not
FedEx), and his order confirmation shows he selected Priority Mail.
Thankfully, our suggestion of
contacting his local office for pickup worked, since the tracking for
his shipment shows delivery to the customer.
We are sorry if our representative was less than professional. Because they have several job responsibilities, a manager is not always immediately available. Supervisors also need time to review more complicated issues before speaking to the customer. In these situations, if a customer requests a...
supervisor, our customer service will offer to have a supervisor call them back. [redacted], an employee of Mr. [redacted]'s repair shop, [redacted] Motorsports, requested a manager on Monday evening, 1/16, and a manager called her back within the hour.Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of shipping costs or other expenses (http://www.rockauto.com/docs/warranty.php).
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.] You did start a trace investigation. I have the trace numbers in a previous email if needed. Fed Ex stated that the packages were delivered just as they have always stated. That throws out the window the ten day time frame you have mentioned. Also I used those trace numbers to attempt to start a claim with Fed Ex and they said nothing about the date being a problem. I spoke at length with two Fed Ex representatives. I would be satisfied to see some documentation from Fed Ex stating that they would not start a claim back when I first notified Rock Auto of the problem. I believe that was the 15th. Regards,
[redacted]
As our Warranties
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. 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. Since the belt that failed was not available outside of the
kit, full kit replacement was the warranty option available from the
manufacturer. As a courtesy to our customers, we reimburse outbound
Ground shipping on replacement warranty parts, so this customer is
only responsible for return shipping (for which we also offer a
reduced cost label on our FedEx account via our Order
Status and Returns page). We can provide a full refund of the
warranty replacement order upon return. The customer can use the
return instructions emailed to him for return. No additional
compensation beyond part replacement and outbound shipping on the new
order will be provided.
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.After consulting with the customer service rep, and per the sellers suggestion the fuel lines were order. Only after arrival we realized that the suggested lines are wrong. When we went to process the return and refund request the Seller FORCED THE reason to did not want and would not let us enter the fact that "wrong part was recommended and shipped", hence they will not issue the proper return authorization. They can pick up the wrong part any time and we are requesting a full refund including any shipping costs!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
The
customer ordered parts for a 2005 Chevrolet Blazer and was shipped
what she ordered. Our order confirmation reminds customers to “PLEASE
UNWRAP AND INSPECT ALL PARTS.”
The customer did not open the package to see if the correct parts
were sent or to check for damage. Instead, she refused...
the delivery
based on a label on the box. The label was not an exhaustive list of
applications these parts would fit, and it is not uncommon for labels
to only list the most popular vehicles the parts fit. The parts cover
a range of vehicles including the customer's 2005 Blazer. As our
Policies
page explains, shipping charges are not refundable unless the
return is due to our mistake. Since these parts were cataloged and
shipped correctly but refused without being unwrapped and inspected
as we instruct, we refunded the customer for the cost of the parts
less the cost of return shipping. No further refund will be issued.
We are very sorry for sending out a used ignition coil. Mr. [redacted] set up a “Didn’t Fit” return using our Order Status & Returns page and selected to “Get A Return Shipping Label” from us. We are not sure why he did not use the pre-paid return label we provided. His return was updated to...
“Defective” following his Revdex.com complaint specifying the part was used. Since Mr. [redacted] also purchased (4) spark plugs and kept them, we cannot refund all of the shipping charges associated with this order, but we refunded $34.17 (Part: $26.79 + Original Shipping: $5.72 + Tax: $1.66), on 4/15/16.
On 2/23, Mr. [redacted] ordered 4 rear rotors for his Mustang. On 5/13, he went to our Order Status & Returns page to request a return. Since he was passed our 30 day return period, he did not see an option to return the parts for a refund. He requested replacements for the parts under warranty. Our...
system authorized his return in good faith that the customer was reporting a performance problem with his parts and provided return instructions to return the parts for replacements. He purchased a FedEx return shipping label from us, which he did not use. We have voided that label and we will refund the $6.27 he paid. We did not offer boxes to return parts.Based on Mr. [redacted]' explanation of his problem, he has no parts which need to be replaced under warranty. He is no longer authorized to return his parts for replacement. And since he failed to request authorization to return the 2 rotors he ordered incorrectly within 30 days of the initial purchase, he may not return them for a refund (http://www.rockauto.com/help/?page=4#Returns).
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.]I find that particularly an online retailer should give an accurate descriptions, because here is not just a sale over the counter, where the seller explains everything you need. After noticing that these jets did not work, I looked at the sites of other online retailers and have experienced, that these jets are only for tuned engines. But at RockAuto these nozzles was offered for a regular Trans Am Firebird without any restrictions. Here you can see the link of the third-party: [redacted] Here you can see clearly at the index tab "Application:" "stock replacement - NO" should be noted that it does not work without major modifications even with the index tab "Warnings". At RockAuto these instructions are missing completely on the contrary they have these parts described as stock replacement.
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.]
Your website does not clearly state that multiple parts are available for this vehicle and that I should consider reviewing all the options before purchasing. You sell to a general audience. I never knew that a car could have two different size parts for the same vehicle year and model.Your website is not very clear to a novice user. You need to change how your shopping cart functions and place CLEAR warnings on parts that have multiple sizes. You failed to do this for my purchase.
Regards,
[redacted]
We are sorry that the outside mirror Mr. [redacted] ordered did not fit his car. He set up a return online on 7/7/16 using our Order Status & Returns page, and selected "The part I received matches the description and picture, but the part will not fit my vehicle," indicating we sent him the...
correct part. Our website offered to refund him the original shipping if he pays the return, as a compromise for the part not fitting for uncertain reasons. Mr. [redacted] contacted us on 7/8/16 requesting a different resolution. He told us he needed a part with a 2-pin connector, but the part he ordered is shown in our catalog with 3-pins. Since he ordered the wrong part and the reason the part did not fit is no longer uncertain, we changed the return to "Part Not Wanted". As our Help page explains, every part we sell may be returned within 30 days for a refund of the part price, but shipping charges are not refundable unless the return is due to our mistake.
Revdex.com: In regards to my refund options that I did refuse, I refused only because I can not take defective parts off and return to wait days until a new product delivery. I do have work and can not take weeks off to keep "fixing" the problems. I needed new parts to put on right after the others were taken off so my vehicle would be drivable. They would not even do store credit so I could purchase at the same time as returned. They were not trying to work with me and my problem. I did go out of my way to reach out to the manufacturer, got the replacement parts to try to get a refund then. They still refused and would not accept for refund. I refuse to put something that already had a defect problem back on to my vehicle only to get the same outcome in a few months. I also never reported installing anything on a 1995 Chevy Blazer, which I don't have. All I wanted out of this was my right to a refund. They were defective parts, not my fault. I should not have such an issue getting a return. They do not have customer service skills on dealing with these issues, nor the skills on talking to anyone in general. They are rude and do not return phone calls when they say they will do so. No communication whatsoever. They will no longer get my business that's for sure.
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]
Mr. [redacted] placed an order for a Standard Motor Products EGV541 that was a Wholesaler Closeout item. Unfortunately it was not in stock, which we let him know as we found out from our warehouse. He canceled the part and has not been charged for it. The part is available from our regular...
inventory at a higher price, but as we explain in our FAQ page that wholesaler closeout parts are limited to quantity on hand and cannot be replaced with regular inventory at the same price.
The issue I'm having now with ROCK AUTO is getting a full refund from there company. There claiming the motor that was to them is a warranty core motor. Yet the company whos there supplier said it was a return motor an offered too send it back...
too me. I was told by my bank too refuse the return. Since there supplier paid for the return shipping of the motor since it was found defective by a Kia dealer. The charge for a core is 410.00. So far our of that 410.00 I have received 282.50. There claiming since it is or was a warranty core they don't have too return the shipping an handling. Yet I no my mech has seen any warranty papers from ROCK AUTO since they claim they don't issue warranty's. If this motor is what they claim as a warranty core why would there supplier offer too return it too me claiming there was nothing wrong with it. I don't believe a company would send a core in replacement to someone who purchased a motor. The claim that's left is 127.50 to complete this issue with ROCK AUTO. Attached is a copy of the email I received from ROCK AUTO concerning this issue. Thank You
On Fri, 3 Apr at 5:17 PM , [redacted] wrote:Hi There,I had filed a complaint regarding the shipping charges and delivery of some parts I had ordered. We had paid for 3 day express but yet the eta for the package arrivals was standard shipping. Well today we...
received all the parts we had ordered and in the time we had paid for. So we no longer need to dispute the charge for 3 day express shipping because we received them in the time we were suppose to. I am not sure why the tracking info and business showed and informed otherwise? I really appreciate your participation in the matter and am glad that the issue has been resolved. Thank you for your time and if you need more details or have questions please let me know.Thank you,[redacted]
The
customer ordered an oxygen sensor we provide very specific fitment
details for. We also show a photo of the single wire sensor in the
part listing. If he needed a 4 wire sensor, we're not sure why he
ordered a 1 wire sensor. As our Help
page explains, shipping charges are not...
refundable
unless the return is due to our mistake, and it is important to read
listings carefully to ensure they match your application. We accept
returns within 30 days, so the customer is welcome to send this back
for a refund of the part cost. Since we made no mistake and the
customer did not match the details in the listing with his vehicle's
specifications, no shipping will be refunded.
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]
We're sorry this customer received a misboxed alternator. Since this part number was out of stock when we tried to reship it,
we provided a prepaid return label to return the part at our cost.
The customer has been refunded in full for the wrong part.
The customer may have misunderstood...
when our representative explained
our repeated customer discount offer. Unrelated to the misboxed part
on this order, our representative explained that repeat customer
discounts are sent out a few weeks after a new order is placed. Since
this customer placed an order at the end of December, a
computer-generated discount code worth 5% off the merchandise value
of future orders was sent to the customer via the email address put on the order.
We are sorry that Mr. Q[redacted] had a problem with his part. He purchased a long block remanufacturered by ATK. 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). Warranty claims are handled directly through this manufacturer. ATK informed Mr. Q[redacted] and RockAuto that the problem is not covered under warranty.ATK does consider labor reimbursement, but if the warranty claim is not approved, no credit is issued.RockAuto communicates by phone and email. We emailed Mr. Q[redacted] on 9/12, 9/14 and 9/21 and spoke to him on the phone when he called on 9/13.
This is the second order the customer
has reported a problem with. The first time, a part failed under
warranty and we assisted him through the manufacturer's part-for-part
replacement warranty.
As an online retailer, we
provide the relevant information necessary to correctly order...
parts
through our site. On this order, the customer purchased fuel
injectors that our site specifies are for vehicles with a flow rating
of 40lb. per hour. The customer reported this specification does not
apply to his vehicle, so we would not expect this to work for him.
(He has indicated we do list others that specify different details
that apply to his vehicle, so he is welcome to place a new order for
those if he'd like.) As
our site explains, since the customer ordered incorrectly and
then installed the parts, they are not returnable.
All our contact
information - both phone number and email address - is listed on our
About Us
page. We also include directions and a direct link to visit our Order
Status and Returns page for changing orders or reporting problems
on our order confirmation page, which this customer...
received
immediately after placing his order on 8/27.He
contacted us on 8/28, after his order had shipped, and
reported the shipping address he entered on his order could not
receive shipments from the USPS. Nowhere during online checkout was a
FedEx shipping method shown or implied once the customer selected
Priority Mail for shipment. During checkout, we showed various
shipping options and he selected Priority Mail. Our final checkout
page specified the selected shipping method was via US Mail (not
FedEx), and his order confirmation shows he selected Priority Mail.
Thankfully, our suggestion of
contacting his local office for pickup worked, since the tracking for
his shipment shows delivery to the customer.
We are sorry if our representative was less than professional. Because they have several job responsibilities, a manager is not always immediately available. Supervisors also need time to review more complicated issues before speaking to the customer. In these situations, if a customer requests a...
supervisor, our customer service will offer to have a supervisor call them back. [redacted], an employee of Mr. [redacted]'s repair shop, [redacted] Motorsports, requested a manager on Monday evening, 1/16, and a manager called her back within the hour.Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of shipping costs or other expenses (http://www.rockauto.com/docs/warranty.php).
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.] You did start a trace investigation. I have the trace numbers in a previous email if needed. Fed Ex stated that the packages were delivered just as they have always stated. That throws out the window the ten day time frame you have mentioned. Also I used those trace numbers to attempt to start a claim with Fed Ex and they said nothing about the date being a problem. I spoke at length with two Fed Ex representatives. I would be satisfied to see some documentation from Fed Ex stating that they would not start a claim back when I first notified Rock Auto of the problem. I believe that was the 15th. Regards,
[redacted]
As our Warranties
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. 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. Since the belt that failed was not available outside of the
kit, full kit replacement was the warranty option available from the
manufacturer. As a courtesy to our customers, we reimburse outbound
Ground shipping on replacement warranty parts, so this customer is
only responsible for return shipping (for which we also offer a
reduced cost label on our FedEx account via our Order
Status and Returns page). We can provide a full refund of the
warranty replacement order upon return. The customer can use the
return instructions emailed to him for return. No additional
compensation beyond part replacement and outbound shipping on the new
order will be provided.
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.After consulting with the customer service rep, and per the sellers suggestion the fuel lines were order. Only after arrival we realized that the suggested lines are wrong. When we went to process the return and refund request the Seller FORCED THE reason to did not want and would not let us enter the fact that "wrong part was recommended and shipped", hence they will not issue the proper return authorization. They can pick up the wrong part any time and we are requesting a full refund including any shipping costs!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
The
customer ordered parts for a 2005 Chevrolet Blazer and was shipped
what she ordered. Our order confirmation reminds customers to “PLEASE
UNWRAP AND INSPECT ALL PARTS.”
The customer did not open the package to see if the correct parts
were sent or to check for damage. Instead, she refused...
the delivery
based on a label on the box. The label was not an exhaustive list of
applications these parts would fit, and it is not uncommon for labels
to only list the most popular vehicles the parts fit. The parts cover
a range of vehicles including the customer's 2005 Blazer. As our
Policies
page explains, shipping charges are not refundable unless the
return is due to our mistake. Since these parts were cataloged and
shipped correctly but refused without being unwrapped and inspected
as we instruct, we refunded the customer for the cost of the parts
less the cost of return shipping. No further refund will be issued.
We are very sorry for sending out a used ignition coil. Mr. [redacted] set up a “Didn’t Fit” return using our Order Status & Returns page and selected to “Get A Return Shipping Label” from us. We are not sure why he did not use the pre-paid return label we provided. His return was updated to...
“Defective” following his Revdex.com complaint specifying the part was used. Since Mr. [redacted] also purchased (4) spark plugs and kept them, we cannot refund all of the shipping charges associated with this order, but we refunded $34.17 (Part: $26.79 + Original Shipping: $5.72 + Tax: $1.66), on 4/15/16.
On 2/23, Mr. [redacted] ordered 4 rear rotors for his Mustang. On 5/13, he went to our Order Status & Returns page to request a return. Since he was passed our 30 day return period, he did not see an option to return the parts for a refund. He requested replacements for the parts under warranty. Our...
system authorized his return in good faith that the customer was reporting a performance problem with his parts and provided return instructions to return the parts for replacements. He purchased a FedEx return shipping label from us, which he did not use. We have voided that label and we will refund the $6.27 he paid. We did not offer boxes to return parts.Based on Mr. [redacted]' explanation of his problem, he has no parts which need to be replaced under warranty. He is no longer authorized to return his parts for replacement. And since he failed to request authorization to return the 2 rotors he ordered incorrectly within 30 days of the initial purchase, he may not return them for a refund (http://www.rockauto.com/help/?page=4#Returns).
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.]I find that particularly an online retailer should give an accurate descriptions, because here is not just a sale over the counter, where the seller explains everything you need. After noticing that these jets did not work, I looked at the sites of other online retailers and have experienced, that these jets are only for tuned engines. But at RockAuto these nozzles was offered for a regular Trans Am Firebird without any restrictions. Here you can see the link of the third-party: [redacted] Here you can see clearly at the index tab "Application:" "stock replacement - NO" should be noted that it does not work without major modifications even with the index tab "Warnings". At RockAuto these instructions are missing completely on the contrary they have these parts described as stock replacement.
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.]
Your website does not clearly state that multiple parts are available for this vehicle and that I should consider reviewing all the options before purchasing. You sell to a general audience. I never knew that a car could have two different size parts for the same vehicle year and model.Your website is not very clear to a novice user. You need to change how your shopping cart functions and place CLEAR warnings on parts that have multiple sizes. You failed to do this for my purchase.
Regards,
[redacted]
We are sorry that the outside mirror Mr. [redacted] ordered did not fit his car. He set up a return online on 7/7/16 using our Order Status & Returns page, and selected "The part I received matches the description and picture, but the part will not fit my vehicle," indicating we sent him the...
correct part. Our website offered to refund him the original shipping if he pays the return, as a compromise for the part not fitting for uncertain reasons. Mr. [redacted] contacted us on 7/8/16 requesting a different resolution. He told us he needed a part with a 2-pin connector, but the part he ordered is shown in our catalog with 3-pins. Since he ordered the wrong part and the reason the part did not fit is no longer uncertain, we changed the return to "Part Not Wanted". As our Help page explains, every part we sell may be returned within 30 days for a refund of the part price, but shipping charges are not refundable unless the return is due to our mistake.
Revdex.com: In regards to my refund options that I did refuse, I refused only because I can not take defective parts off and return to wait days until a new product delivery. I do have work and can not take weeks off to keep "fixing" the problems. I needed new parts to put on right after the others were taken off so my vehicle would be drivable. They would not even do store credit so I could purchase at the same time as returned. They were not trying to work with me and my problem. I did go out of my way to reach out to the manufacturer, got the replacement parts to try to get a refund then. They still refused and would not accept for refund. I refuse to put something that already had a defect problem back on to my vehicle only to get the same outcome in a few months. I also never reported installing anything on a 1995 Chevy Blazer, which I don't have. All I wanted out of this was my right to a refund. They were defective parts, not my fault. I should not have such an issue getting a return. They do not have customer service skills on dealing with these issues, nor the skills on talking to anyone in general. They are rude and do not return phone calls when they say they will do so. No communication whatsoever. They will no longer get my business that's for sure.
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]
Mr. [redacted] placed an order for a Standard Motor Products EGV541 that was a Wholesaler Closeout item. Unfortunately it was not in stock, which we let him know as we found out from our warehouse. He canceled the part and has not been charged for it. The part is available from our regular...
inventory at a higher price, but as we explain in our FAQ page that wholesaler closeout parts are limited to quantity on hand and cannot be replaced with regular inventory at the same price.
The issue I'm having now with ROCK AUTO is getting a full refund from there company. There claiming the motor that was to them is a warranty core motor. Yet the company whos there supplier said it was a return motor an offered too send it back...
too me. I was told by my bank too refuse the return. Since there supplier paid for the return shipping of the motor since it was found defective by a Kia dealer. The charge for a core is 410.00. So far our of that 410.00 I have received 282.50. There claiming since it is or was a warranty core they don't have too return the shipping an handling. Yet I no my mech has seen any warranty papers from ROCK AUTO since they claim they don't issue warranty's. If this motor is what they claim as a warranty core why would there supplier offer too return it too me claiming there was nothing wrong with it. I don't believe a company would send a core in replacement to someone who purchased a motor. The claim that's left is 127.50 to complete this issue with ROCK AUTO. Attached is a copy of the email I received from ROCK AUTO concerning this issue. Thank You
On Fri, 3 Apr at 5:17 PM , [redacted] wrote:Hi There,I had filed a complaint regarding the shipping charges and delivery of some parts I had ordered. We had paid for 3 day express but yet the eta for the package arrivals was standard shipping. Well today we...
received all the parts we had ordered and in the time we had paid for. So we no longer need to dispute the charge for 3 day express shipping because we received them in the time we were suppose to. I am not sure why the tracking info and business showed and informed otherwise? I really appreciate your participation in the matter and am glad that the issue has been resolved. Thank you for your time and if you need more details or have questions please let me know.Thank you,[redacted]
The
customer ordered an oxygen sensor we provide very specific fitment
details for. We also show a photo of the single wire sensor in the
part listing. If he needed a 4 wire sensor, we're not sure why he
ordered a 1 wire sensor. As our Help
page explains, shipping charges are not...
refundable
unless the return is due to our mistake, and it is important to read
listings carefully to ensure they match your application. We accept
returns within 30 days, so the customer is welcome to send this back
for a refund of the part cost. Since we made no mistake and the
customer did not match the details in the listing with his vehicle's
specifications, no shipping will be refunded.
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]
We're sorry this customer received a misboxed alternator. Since this part number was out of stock when we tried to reship it,
we provided a prepaid return label to return the part at our cost.
The customer has been refunded in full for the wrong part.
The customer may have misunderstood...
when our representative explained
our repeated customer discount offer. Unrelated to the misboxed part
on this order, our representative explained that repeat customer
discounts are sent out a few weeks after a new order is placed. Since
this customer placed an order at the end of December, a
computer-generated discount code worth 5% off the merchandise value
of future orders was sent to the customer via the email address put on the order.
We are sorry that Mr. Q[redacted] had a problem with his part. He purchased a long block remanufacturered by ATK. 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). Warranty claims are handled directly through this manufacturer. ATK informed Mr. Q[redacted] and RockAuto that the problem is not covered under warranty.ATK does consider labor reimbursement, but if the warranty claim is not approved, no credit is issued.RockAuto communicates by phone and email. We emailed Mr. Q[redacted] on 9/12, 9/14 and 9/21 and spoke to him on the phone when he called on 9/13.