This customer
purchased two products from RockAuto, one on 11/15/and another on
11/25/At the time the customer purchased these parts, they were
labeled Wholesaler Closeout parts that carry a day warranty
for any problems (fitment, function, damage) that ariseHad
the fitment
difference been reported by December 25th, the
returns would have been acceptedHowever, all warranties have limits
and having promised a 30-day warranty we will not accept a claim six
months later(Were a customer to buy a shirt off a clearance rack
and wait six months to try it on only to find he requires a different
size, the retailer would not be expected to accept the return.)
On Thu, Aug 14, at 7:AM, *** *** *** wrote:
Revdex.com,
I recieved an email from Rockauto approving the refund of the defective partThey were apologetic and sent a Fedex lable for returnThis is all I was requestingI wanted to let you know before acting furtherThank you for you prompt and influential presence
*** ***
After submitting this complaint, the
customer spoke with our representative who provided a prepaid return
label and return instructions for a full refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Your reply proves my point on poor customer serviceThank you for making it easy in the decision of never doing business with this company again, I just regret spending my money there to begin with
[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 ***.
RockAuto has in fact already issued a store credit to me, and I am very satisfied with this
I appreciate RockAuto's prompt attention to this, and the Revdex.com's assistance with this
Regards,
*** ***
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 productWarranties offer only
replacement of the defective part with another part: no cash refunds
and no
reimbursement of labor costs, shipping costs or other
expensesThis particular manufacturer (ÜRO) does not consider labor
claims, so we offered either a part replacement or refundPer the
customer's request have refunded him for this part
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I reject their response to the complaint for two reasons. First, following the complaint I had with Rockauto I then emailed Rockauto a letter stating the reasons why I was unsatisfied with the options given for returning the defective part. Only through the Revdex.com am I able to have a response concerning this issue. Their comment, “almost three month later”, doesn’t accurately state the time line, because that is when the part was purchased not installed, furthermore, who would ever expect a new air conditioning system to fail after only several weeks of use when they usually last many, many years! Rockauto places all the risk on the consumer and if a part is defective the consumer is the one left with the expenses of replacement. With having to pay for the return shipping now increases the overall cost of the original part not to mention the consumable products that now have to be repurchased in order to re-service the air conditioning system all over again.
Secondly, every part on a vehicle is different and therefore each situation is possibly unique. One cannot operate a vehicle without the air condition compressor installed. That only leaves the consumer with one option and that is to repurchase the part plus shipping of the new part to the consumer. Then wait until Rockauto has received the defective part to finally be reimbursed the cost of the new part and the shipping (that doesn’t include shipping the part back to Rockauto). Once again to restate from earlier, all the risk is placed on the consumer and Rockauto refuses to work with the customer with the additional fees they impose on the consumer even though they were the one selling the defective part. The manufacture doesn’t sell parts they make them and Rockauto is the retailer by which these parts are sold. Therefore they as the retailer should and must take the responsibility of defective parts sold. They don’t even bear the expense of shipping the new part to the consumer because the manufacturer reimburses them that expense
All that I am asking Rockauto to do is pay for the part to be shipped back to them so that the price I originally paid for the part is the same. I am still going to have to go through the trouble of doing a difficult job twice, in addition, to purchasing all the consumable products again. At the minimum they should at least pay for the return shipping
Regards,
*** ***
We're sorry this customer received an
incorrect partWe were ready to accept his return for a full refund
However, the customer threw away the part boxOur Policies
page explains that, just like for other retailers, returns must be in
their original manufacturer part boxesWithout the box,
the part is
not returnable since it helps identify the partWithout that box,
the part can not be resold or returned to the manufacturer.The final representative the customer
spoke to was a supervisor, who explained that transferring the call
to yet another supervisor would not result in a different answer
We
list all necessary information to ensure fit and function, and we
present it in a manner which millions of customers understandMost
auto parts buyers understand “w/o” means “without” and “A.C.”
means “air conditioning.” A Google search for “w/o A.C.”
displays “w/o air conditioning” (see attachment)On our FAQ
page, under “Show me how the catalog works” we include explicit
instructions to use the details in the listing to ensure proper
fitment (see attachment)If, after using these resources, the
customer did not understand he could have called or emailed our
customer service department for clarificationInstead, this customer
ignored a relevant detail we provided in the part listingThe
customer is entitled to his opinion regarding formatting, but his
opinion does not change our return policy nor will it result in a
return, refund, or replacement with another belt
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Seller has to see the legitimacy of my complaintTo completely put the burden on the customer is ridiculousSeller shares responsibility to ensure proper fitment and should be willing to work with customer to ensure this happensI ordered the proper belt from another supplierTheir website quarried all necessary info and would not let the order proceed if wrong part was being looked atThis seller could do the sameThey just refuse to accept responsibility for their part in thisI could have taken the installed parts back off and made sure they were clean and returned the entire kitThat would have been dishonest and I would not do thatThey apparently do not appreciate honesty nor are they being fair in working with me in this caseHence, I continue to leave them poor reviewsIt will eventually cost them way more than the correct belt would
Regards,
*** ***
To clarify, the
distributor the customer purchased was diagnosed as defective, so we
offered a return for either a reshipment or a refundThe customer
chose to be refunded, so we refunded the customer in full for the
defective partThe customer separately purchased a distributor cap
and
rotor, which were also installed but not defectiveWe understand
the customer was unable to wait a few days for a reshipment of the
defective distrubutorHad he allowed us to reship instead of refund
he could have reused the cap and rotorHowever, the customer
purchased a new complete distributor, cap, and rotor elsewhere when
only the distributor was defectiveThe customer has now requested to
return his unwanted cap and rotor he purchased from RockAutoAs our
Return
Policy states the customer can not return installed parts for a
refund simply because they are not neededThe customer's distributor
cap and rotor, which he returned despite being told not to, have been
sent back to the customer at his expense
This customer purchased this
kit on 06/07/He reported a problem on 9/1/14, almost months
laterThe part is covered by the manufacturer warrantyAs our
Warranties
page explains, manufacturer 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
We offered the customer two
warranty options: return the bad part for a reshipment, or place a
new order for the same part and return the bad part once the new one
is receivedThe customer chose the second optionAs
a courtesy to our customers we reimburse the outbound shipping
cost on the new order once the old part is returnedWe also
explained how the customer can purchase an optional, discounted FedEx
label through us to help ease the cost of return shippingReturn
shipping under the manufacturer's warranty will not be covered
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
This Company is completely IGNORING the issue of them SELLING USED/RETURNED PARTS as new parts They are using an excuse that the installation garage should have noticed slight changes in color or their product and that it had a slight ding in it as they removed it from the original boxes NONSENSE: No garage is going to detect slight changes in the product since they do not have another sample there to compare it with.The issue is now being turned over to the Attorney General of WI to take action on their selling of used/returned items AS NEWThis has cost me /times the original price of that one part (ordered entire exhaust system) since it had to be taken apart and we got hit with MSRP pricing as well This is a bogus explaination from the that I hope more will read about IT IS NOT THE FIRST COMPLAINT for this company on WARRANTY replacement so others will need to take heed of this feedback Initial price is not the only factor to consider: buy local so it can go back !
The
presence of the return slip does not necessarily indicate this was a
used part or that the warehouse did not examine a returned part, only
that the warehouse mistakenly allowed a return slip to be included in
the new shipment
According
to an email from the customer (see excerpt below), damage was noticed
by the garage before installationThe customer chose not to
report damage to us until several months after installation
Again, had he reported the damage prior to installation we would have
offered a return or replacement since it would be clear the damage
was not caused by his vehicle
“All
of the items were installed on March by a local, full service
garage that noted a
pre-installation dent in one of the catalytic converters and a
slightly off color appearance but
nothing appeared to be loose inside the unit at the time so “MY
ROCK AUTO SUPPLIED PARTS” were installed by *** *** *** ***, *** **"
On 6/3, Ms*** purchased a part categorized as an Air Cleaner Intake Hose but described as an Air Cleaner Intake DuctSince the two parts are different for this customer's vehicle, we agree that we listed the part incorrectly for Ms***'s vehicleWe emailed her a prepaid FedEx return
shipping label to return the part for a full refund (including shipping)We will update our product listing to avoid further confusion
When
this customer ordered, we mistakenly listed part #1K0959455ET as an
alternative part number for the complete radiator fan assembly part
#VWWe now understand part #1K0959455ET was only a component
of the assemblyWhen the customer reported that only the smaller of
the two fans was
received, we discovered the errorWe updated our
catalog and sent the customer a prepaid return label to send the part
back for a full refund on the orderThe full assembly #VWis
available, but is over $more (which is significantly more than “a
little in markup”) than what the customer paid on his order for
what we now understand was only one component of the assemblyWe
apologize for our error, but we are unable to provide the customer
over $in additional compensation
As
our FAQ
page states, “Refunds typically take up to five
business days to be issued” from the time the return tracking
number shows delivery to our warehouse(The customer may have
confused this time line with our day return window.) The return
tracking number from the label we provided the customer does not yet
show the part was given to FedEx, but we will provide the customer
with a full refund upon return of the incorrect part
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]As stated in the original complaint the part purchased could not be checked for it's condition until a certified smog emission's test was performedCalifornia state law says this must be done every two yearsAs soon as my vehicle was checked and the part failed I notified the retailer & was rudely given robotic excuses for why I could not return itThat violates California law concerning fraudI purchased a defective part that did not work as advertised, and had to purchase another part to allow my vehicle to pass the emission testI legally should be given a refund at the current price I had to pay for the replacement part, plus costs concerning shipping both waysIt is simple; this company stole my money and refuses to refund my money
*** ***
Before the
customer submitted her order by clicking “Place Order,” our final
checkout page showed that shipping costs to the P.OBox she chose as
a shipping address were $After she placed her order we showed
an order confirmation screen and emailed an order confirmation, which
both also
showed this shipping costNo refund will be issued
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10242436, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Since this was the only part available to meI do not agree with their policyI am not happy with the fact that I had to pay for shipping the part to me and now I have to pay again to ship it backThe part did not fit my car so why am I paying shipping twiceThey are going to resale this part and get the shipping paid from another customerThis is not right
Regards,
*** ***
In February 2013, the customer
purchased a wholesaler closeout part
(http://www.rockauto.com/lang/en/answers.html#closeout)
that listed a day warrantyIn May 2014, the customer reported the
part had failed according to an emissions test he had performed
outside this warranty periodWe
explained since over a year had
passed beyond the warranty period, the return will not be accepted
The customer then returned the part without our consent, so the part
was disposed ofNo refund will be issued
This customer
purchased two products from RockAuto, one on 11/15/and another on
11/25/At the time the customer purchased these parts, they were
labeled Wholesaler Closeout parts that carry a day warranty
for any problems (fitment, function, damage) that ariseHad
the fitment
difference been reported by December 25th, the
returns would have been acceptedHowever, all warranties have limits
and having promised a 30-day warranty we will not accept a claim six
months later(Were a customer to buy a shirt off a clearance rack
and wait six months to try it on only to find he requires a different
size, the retailer would not be expected to accept the return.)
On Thu, Aug 14, at 7:AM, *** *** *** wrote:
Revdex.com,
I recieved an email from Rockauto approving the refund of the defective partThey were apologetic and sent a Fedex lable for returnThis is all I was requestingI wanted to let you know before acting furtherThank you for you prompt and influential presence
*** ***
After submitting this complaint, the
customer spoke with our representative who provided a prepaid return
label and return instructions for a full refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Your reply proves my point on poor customer serviceThank you for making it easy in the decision of never doing business with this company again, I just regret spending my money there to begin with
[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 ***.
RockAuto has in fact already issued a store credit to me, and I am very satisfied with this
I appreciate RockAuto's prompt attention to this, and the Revdex.com's assistance with this
Regards,
*** ***
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 productWarranties offer only
replacement of the defective part with another part: no cash refunds
and no
reimbursement of labor costs, shipping costs or other
expensesThis particular manufacturer (ÜRO) does not consider labor
claims, so we offered either a part replacement or refundPer the
customer's request have refunded him for this part
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I reject their response to the complaint for two reasons. First, following the complaint I had with Rockauto I then emailed Rockauto a letter stating the reasons why I was unsatisfied with the options given for returning the defective part. Only through the Revdex.com am I able to have a response concerning this issue. Their comment, “almost three month later”, doesn’t accurately state the time line, because that is when the part was purchased not installed, furthermore, who would ever expect a new air conditioning system to fail after only several weeks of use when they usually last many, many years! Rockauto places all the risk on the consumer and if a part is defective the consumer is the one left with the expenses of replacement. With having to pay for the return shipping now increases the overall cost of the original part not to mention the consumable products that now have to be repurchased in order to re-service the air conditioning system all over again.
Secondly, every part on a vehicle is different and therefore each situation is possibly unique. One cannot operate a vehicle without the air condition compressor installed. That only leaves the consumer with one option and that is to repurchase the part plus shipping of the new part to the consumer. Then wait until Rockauto has received the defective part to finally be reimbursed the cost of the new part and the shipping (that doesn’t include shipping the part back to Rockauto). Once again to restate from earlier, all the risk is placed on the consumer and Rockauto refuses to work with the customer with the additional fees they impose on the consumer even though they were the one selling the defective part. The manufacture doesn’t sell parts they make them and Rockauto is the retailer by which these parts are sold. Therefore they as the retailer should and must take the responsibility of defective parts sold. They don’t even bear the expense of shipping the new part to the consumer because the manufacturer reimburses them that expense
All that I am asking Rockauto to do is pay for the part to be shipped back to them so that the price I originally paid for the part is the same. I am still going to have to go through the trouble of doing a difficult job twice, in addition, to purchasing all the consumable products again. At the minimum they should at least pay for the return shipping
Regards,
*** ***
We're sorry this customer received an
incorrect partWe were ready to accept his return for a full refund
However, the customer threw away the part boxOur Policies
page explains that, just like for other retailers, returns must be in
their original manufacturer part boxesWithout the box,
the part is
not returnable since it helps identify the partWithout that box,
the part can not be resold or returned to the manufacturer.The final representative the customer
spoke to was a supervisor, who explained that transferring the call
to yet another supervisor would not result in a different answer
We
list all necessary information to ensure fit and function, and we
present it in a manner which millions of customers understandMost
auto parts buyers understand “w/o” means “without” and “A.C.”
means “air conditioning.” A Google search for “w/o A.C.”
displays “w/o air conditioning” (see attachment)On our FAQ
page, under “Show me how the catalog works” we include explicit
instructions to use the details in the listing to ensure proper
fitment (see attachment)If, after using these resources, the
customer did not understand he could have called or emailed our
customer service department for clarificationInstead, this customer
ignored a relevant detail we provided in the part listingThe
customer is entitled to his opinion regarding formatting, but his
opinion does not change our return policy nor will it result in a
return, refund, or replacement with another belt
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Seller has to see the legitimacy of my complaintTo completely put the burden on the customer is ridiculousSeller shares responsibility to ensure proper fitment and should be willing to work with customer to ensure this happensI ordered the proper belt from another supplierTheir website quarried all necessary info and would not let the order proceed if wrong part was being looked atThis seller could do the sameThey just refuse to accept responsibility for their part in thisI could have taken the installed parts back off and made sure they were clean and returned the entire kitThat would have been dishonest and I would not do thatThey apparently do not appreciate honesty nor are they being fair in working with me in this caseHence, I continue to leave them poor reviewsIt will eventually cost them way more than the correct belt would
Regards,
*** ***
To clarify, the
distributor the customer purchased was diagnosed as defective, so we
offered a return for either a reshipment or a refundThe customer
chose to be refunded, so we refunded the customer in full for the
defective partThe customer separately purchased a distributor cap
and
rotor, which were also installed but not defectiveWe understand
the customer was unable to wait a few days for a reshipment of the
defective distrubutorHad he allowed us to reship instead of refund
he could have reused the cap and rotorHowever, the customer
purchased a new complete distributor, cap, and rotor elsewhere when
only the distributor was defectiveThe customer has now requested to
return his unwanted cap and rotor he purchased from RockAutoAs our
Return
Policy states the customer can not return installed parts for a
refund simply because they are not neededThe customer's distributor
cap and rotor, which he returned despite being told not to, have been
sent back to the customer at his expense
This customer purchased this
kit on 06/07/He reported a problem on 9/1/14, almost months
laterThe part is covered by the manufacturer warrantyAs our
Warranties
page explains, manufacturer 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
We offered the customer two
warranty options: return the bad part for a reshipment, or place a
new order for the same part and return the bad part once the new one
is receivedThe customer chose the second optionAs
a courtesy to our customers we reimburse the outbound shipping
cost on the new order once the old part is returnedWe also
explained how the customer can purchase an optional, discounted FedEx
label through us to help ease the cost of return shippingReturn
shipping under the manufacturer's warranty will not be covered
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
This Company is completely IGNORING the issue of them SELLING USED/RETURNED PARTS as new parts They are using an excuse that the installation garage should have noticed slight changes in color or their product and that it had a slight ding in it as they removed it from the original boxes NONSENSE: No garage is going to detect slight changes in the product since they do not have another sample there to compare it with.The issue is now being turned over to the Attorney General of WI to take action on their selling of used/returned items AS NEWThis has cost me /times the original price of that one part (ordered entire exhaust system) since it had to be taken apart and we got hit with MSRP pricing as well This is a bogus explaination from the that I hope more will read about IT IS NOT THE FIRST COMPLAINT for this company on WARRANTY replacement so others will need to take heed of this feedback Initial price is not the only factor to consider: buy local so it can go back !
The
presence of the return slip does not necessarily indicate this was a
used part or that the warehouse did not examine a returned part, only
that the warehouse mistakenly allowed a return slip to be included in
the new shipment
According
to an email from the customer (see excerpt below), damage was noticed
by the garage before installationThe customer chose not to
report damage to us until several months after installation
Again, had he reported the damage prior to installation we would have
offered a return or replacement since it would be clear the damage
was not caused by his vehicle
“All
of the items were installed on March by a local, full service
garage that noted a
pre-installation dent in one of the catalytic converters and a
slightly off color appearance but
nothing appeared to be loose inside the unit at the time so “MY
ROCK AUTO SUPPLIED PARTS” were installed by *** *** *** ***, *** **"
On 6/3, Ms*** purchased a part categorized as an Air Cleaner Intake Hose but described as an Air Cleaner Intake DuctSince the two parts are different for this customer's vehicle, we agree that we listed the part incorrectly for Ms***'s vehicleWe emailed her a prepaid FedEx return
shipping label to return the part for a full refund (including shipping)We will update our product listing to avoid further confusion
When
this customer ordered, we mistakenly listed part #1K0959455ET as an
alternative part number for the complete radiator fan assembly part
#VWWe now understand part #1K0959455ET was only a component
of the assemblyWhen the customer reported that only the smaller of
the two fans was
received, we discovered the errorWe updated our
catalog and sent the customer a prepaid return label to send the part
back for a full refund on the orderThe full assembly #VWis
available, but is over $more (which is significantly more than “a
little in markup”) than what the customer paid on his order for
what we now understand was only one component of the assemblyWe
apologize for our error, but we are unable to provide the customer
over $in additional compensation
As
our FAQ
page states, “Refunds typically take up to five
business days to be issued” from the time the return tracking
number shows delivery to our warehouse(The customer may have
confused this time line with our day return window.) The return
tracking number from the label we provided the customer does not yet
show the part was given to FedEx, but we will provide the customer
with a full refund upon return of the incorrect part
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]As stated in the original complaint the part purchased could not be checked for it's condition until a certified smog emission's test was performedCalifornia state law says this must be done every two yearsAs soon as my vehicle was checked and the part failed I notified the retailer & was rudely given robotic excuses for why I could not return itThat violates California law concerning fraudI purchased a defective part that did not work as advertised, and had to purchase another part to allow my vehicle to pass the emission testI legally should be given a refund at the current price I had to pay for the replacement part, plus costs concerning shipping both waysIt is simple; this company stole my money and refuses to refund my money
*** ***
Before the
customer submitted her order by clicking “Place Order,” our final
checkout page showed that shipping costs to the P.OBox she chose as
a shipping address were $After she placed her order we showed
an order confirmation screen and emailed an order confirmation, which
both also
showed this shipping costNo refund will be issued
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10242436, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Since this was the only part available to meI do not agree with their policyI am not happy with the fact that I had to pay for shipping the part to me and now I have to pay again to ship it backThe part did not fit my car so why am I paying shipping twiceThey are going to resale this part and get the shipping paid from another customerThis is not right
Regards,
*** ***
In February 2013, the customer
purchased a wholesaler closeout part
(http://www.rockauto.com/lang/en/answers.html#closeout)
that listed a day warrantyIn May 2014, the customer reported the
part had failed according to an emissions test he had performed
outside this warranty periodWe
explained since over a year had
passed beyond the warranty period, the return will not be accepted
The customer then returned the part without our consent, so the part
was disposed ofNo refund will be issued