Please see the attached photo of our
part listing, which specifies that the kit ordered is for vehicles
without air conditioning (“W/O A.C.”)The customer
searched under his vehicle (year, make, model, and engine size) but
apparently ignored the fact that his car has
air
conditioningTwo of the three kit components were
installedAs our Returns
page states, we cannot issue return credit for parts which have been
installedSince the kit he ordered is packaged and sold as a single
unit, we can not exchange components
We apologize for any unintentional rudeness from our
representatives. When the customer reported the first compressor would not
fit, we spoke with the manufacturer to confirm our listing's accuracy.
Based on the customer's reported vehicle information, he ordered
correctly....
However, the manufacturer suggested he may require a different
model's or year's compressor. Since neither we nor the customer erred, his
car apparently is unique so we offered to split the shipping cost with the
customer. The customer agreed, so we provided a prepaid return label for
this kit. Unfortunately, the alternative part number also did not fit.
Since that error was based on our recommendation (relayed from the
manufacturer) we are refunding the customer for his second order in full
(including shipping charges).
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 list more than one catalytic converter for the 1981 Subaru GL in our online catalog, which includes footnotes and photos to help customers choose the correct one. Mr. Robinette ordered Beck/Arnley part # 1205004, which is listed for the two wheel drive, non-station wagon version of this model. He used the information in our catalog to determine that this part won't fit his car, but only after he placed his order and we had shipped it. He can return the part for a refund according to our return policy, but we don't cover the return shipping costs if he simply picked the wrong part.As you can see from the above description they say the part is for "is listed for the two wheel drive, non-station wagon version of this model. " which is my car. There is no way it will fit my car. I understand that I shouldn't trust rock auto to print a factual catalog but I did. When I placed the order I didn't have possession of the car, when I got the car home I looked at it and discovered the catalog was wrong. I have refused the order and it is on its way back to rock auto. Thank you, **
This
customer purchased part number 1418 for a Dodge Dakota. He returned a
different part number for core credit that is not intended for a
Dodge. As our Policies
page explains, cores must fit the same vehicle application, so
we were not obligated to refund the customer for the incorrect...
core.
For the customer's benefit, we offered two options: either we can
return his incorrect core to him, or we can offer $25 compensation
for the incorrect core. The customer chose $25 compensation rather
than having his core returned to him. Nothing further will be
refunded.
The customer
ordered a part in June using a credit card. Just over a month later,
he reported it had failed. It was covered by the manufacturer's
warranty, which offers only part-for-part replacement as our Policies
page explains. The customer reported he had no use for a replacement
(he claims...
to have sourced a new one locally), so as a courtesy we
offered a one-time exception to return the part, including the core
charge, for store credit. He accepted this offer, returned the pump,
and we issued store credit.
In
August, the customer placed another order using the store credit. He
returned his core on the new order. Since he had used store credit
for this order, we refunded him in store credit in accordance with
our policy
that refunds are issued in the same form as the original
payment on a given order (not a previous order). No
credit card refund will be issued.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10229115, 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.]The company's response is untrue. I was NEVER shown at the time of order that my shipping charges would be $70. I only learned of that via email AFTER they already shipped them at the more expensive rate. Rock Auto's policy related to not notifying PO Box customers of additional shipping charges is deceitful and dishonest. Their order page NEVER mentioned that shipping to a PO Box would result in additional charges. They quoted me UPS Ground charges only, and out of laziness never contacted me to let me know that they needed additional shipping information to complete the transaction at the quoted shipping price. They had my phone number; it was printed on everything I received from them.
Regards,
Carol Doll
We're sorry Mr. [redacted] is
dissatisfied with our service. Certainly [redacted] should not have
been rude to him. We issued
a refund of $185.40, the full cost he paid for the
parts and provided a pre-paid label to return them. We did not refund the...
$9.27 he originally paid to
have the parts
shipped to him because our return
policy covers shipping only
when we make a mistake. Mr. [redacted] stated he was returning the
parts because he read on a forum that they cause a harsh
ride. We sent the parts he ordered and those parts fit his
car and have been used by many other customers. The fact that
he regretted his purchase after reading comments on a forum
does not mean we made a mistake in handling his order.
That is Highly Unacceptable from Rockauto Parts. I Want my Money Refunded or Legal Measures will be Taken as I Explained Previously. I've Given Enough Time for Rockauto to do the Right Thing and Refund my Money. NOW I will No Longer be a Customer to Rockauto Parts.
After
reviewing this customer's situation, we determined that the customer
is correct. Although labor is not covered under warranty
(http://www.rockauto.com/docs/warranty.php),
the customer has been sent return instructions and a prepaid shipping
label to return the part for a full refund (part...
cost + shipping).
The customer's full refund will be issued to their original payment
method upon return of the product.
The customer canceled one of
several parts from his order. Canceling one part did not change the
shipping cost for the remaining items, so no shipping refund is due.
Ms. [redacted] ordered a mirror (part number [redacted]) that is described as fitting a 2005 Chrysler 300
without
memory.
means the part fits either (left OR right)
-- it does not mean you'll receive two parts. Please do
not choose a part if the note does not describe your
application (for example, if the note says
"Sedan" and you have a station wagon).">In confirming the details of why this
didn't fit, she
told our representative that her original mirror has the
memory
feature. We agreed
to accept the return for a full refund of the
part cost, but according to our return
policy (which is linked to our home page and checkout
screen) we do
not cover shipping when a customer orders a different part
than what
she needed.
We're
sorry if this part was damaged or appeared to have been used when it
was received. Had the customer reported this before installation,
we'd have offered a refund or replacement part. However, damage
was not reported until after the part was installed on the customer's
vehicle, 4 months...
after the part was delivered. The problems the
customer describes are often caused by problems elsewhere in the
vehicle.
As
our Warranties
page states, even if this were a warranty issue the
only option per the manufacturer's warranty would be reshipment of a
replacement part. No refunds or reimbursement of shipping, labor, or
other costs will be provided.
After
explaining the situation to the customer multiple times, no further
progress was being made so we chose not to respond to the customer's
latest email.
The manufacturer warranty terms for
the A/C compressor
kit Mr. [redacted] purchased require proof of an A/C
system flush. All compressor warranties, to our knowledge,
contain this requirement because even a tiny amount of debris in
an A/C system can...
quickly damage a new compressor. A system
left open for a period of time (as Mr. [redacted]' apparently was
since the compressor was missing when he purchased the vehicle)
is particularly likely to be contaminated. If Mr. [redacted] provides a
receipt from an A/C repair shop or other evidence showing the
system was flushed immediately prior to the installation of the
compressor he purchased, we are willing to arrange a
return and replacement as explained in our warranty
policy.
But if he relied on verbal assurances by the previous owner that
the system was clean and did not get it flushed, the compressor
is not covered under manufacturer's
warranty and replacement would require purchasing another
compressor.
After submitting this complaint, the
customer contacted us directly and agreed to a $35.00 store credit
refund resolution. We issued this refund 8/13/14.
This
customer placed an order Tuesday 07/15 after 9pm and chose 3 business
day express shipping. Our website program accounted for a Wednesday
7/16 shipment date and predicted a Monday 7/21 delivery (3 business
days from the day of shipment). Tracking shows the order shipped and
was delivered...
according to this schedule.
On
Wednesday 7/16, the customer requested we expedite his shipment
further to ensure delivery by Friday. We agreed to make the request
with FedEx, but since we shipped on time and FedEx was scheduled to
deliver on time we would have required the customer to pay the
difference in cost. The other option suggested was to submit another
order with expedited shipment for delivery by Friday, then return the
first order after its Monday delivery. RockAuto and FedEx fulfilled
their commitments, so the customer would be required to pay shipping
costs associated with both orders.
We're glad we were able to work out a
resolution with the customer directly. The customer will receive a
refund in the amount of the order total in the form of store credit
within 5 business days. We look forward to the customer's continued
business.
Like every mail-order retailer, when the customer placed his order we
requested authorization from his bank to charge his card. We charged
the card when the order shipped. We don't know why his bank charged
him overdraft fees, but suggest he address the issue with his
financial institution. No...
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 list more than one catalytic
converter
for the 1981 Subaru GL in our
online catalog, which includes
footnotes and
photos to help customers choose the correct one. Mr. Robinette
ordered
Beck/Arnley part # 1205004, which is listed for the two...
wheel drive,
non-station
wagon version of this model. He used the information in our
catalog to
determine that this part won't fit his car, but only after he
placed
his order and we had shipped it. He can return the part for a refund according to our return
policy, but we don't cover the return shipping costs if he
simply
picked the wrong part.
[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.]
II I appreciate the Revdex.com diligence in this matter. And I appreciate the company correcting this matter and sending me a FedEx slip and giving me a full refund, but what I would
Revdex.com:
I I appreciate the Revdex.coms diligence and correcting this matter that I couldn't do on my own with RockAuto.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Please see the attached photo of our
part listing, which specifies that the kit ordered is for vehicles
without air conditioning (“W/O A.C.”)The customer
searched under his vehicle (year, make, model, and engine size) but
apparently ignored the fact that his car has
air
conditioningTwo of the three kit components were
installedAs our Returns
page states, we cannot issue return credit for parts which have been
installedSince the kit he ordered is packaged and sold as a single
unit, we can not exchange components
We apologize for any unintentional rudeness from our
representatives. When the customer reported the first compressor would not
fit, we spoke with the manufacturer to confirm our listing's accuracy.
Based on the customer's reported vehicle information, he ordered
correctly....
However, the manufacturer suggested he may require a different
model's or year's compressor. Since neither we nor the customer erred, his
car apparently is unique so we offered to split the shipping cost with the
customer. The customer agreed, so we provided a prepaid return label for
this kit. Unfortunately, the alternative part number also did not fit.
Since that error was based on our recommendation (relayed from the
manufacturer) we are refunding the customer for his second order in full
(including shipping charges).
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 list more than one catalytic converter for the 1981 Subaru GL in our online catalog, which includes footnotes and photos to help customers choose the correct one. Mr. Robinette ordered Beck/Arnley part # 1205004, which is listed for the two wheel drive, non-station wagon version of this model. He used the information in our catalog to determine that this part won't fit his car, but only after he placed his order and we had shipped it. He can return the part for a refund according to our return policy, but we don't cover the return shipping costs if he simply picked the wrong part.As you can see from the above description they say the part is for "is listed for the two wheel drive, non-station wagon version of this model. " which is my car. There is no way it will fit my car. I understand that I shouldn't trust rock auto to print a factual catalog but I did. When I placed the order I didn't have possession of the car, when I got the car home I looked at it and discovered the catalog was wrong. I have refused the order and it is on its way back to rock auto. Thank you, **
This
customer purchased part number 1418 for a Dodge Dakota. He returned a
different part number for core credit that is not intended for a
Dodge. As our Policies
page explains, cores must fit the same vehicle application, so
we were not obligated to refund the customer for the incorrect...
core.
For the customer's benefit, we offered two options: either we can
return his incorrect core to him, or we can offer $25 compensation
for the incorrect core. The customer chose $25 compensation rather
than having his core returned to him. Nothing further will be
refunded.
The customer
ordered a part in June using a credit card. Just over a month later,
he reported it had failed. It was covered by the manufacturer's
warranty, which offers only part-for-part replacement as our Policies
page explains. The customer reported he had no use for a replacement
(he claims...
to have sourced a new one locally), so as a courtesy we
offered a one-time exception to return the part, including the core
charge, for store credit. He accepted this offer, returned the pump,
and we issued store credit.
In
August, the customer placed another order using the store credit. He
returned his core on the new order. Since he had used store credit
for this order, we refunded him in store credit in accordance with
our policy
that refunds are issued in the same form as the original
payment on a given order (not a previous order). No
credit card refund will be issued.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10229115, 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.]The company's response is untrue. I was NEVER shown at the time of order that my shipping charges would be $70. I only learned of that via email AFTER they already shipped them at the more expensive rate. Rock Auto's policy related to not notifying PO Box customers of additional shipping charges is deceitful and dishonest. Their order page NEVER mentioned that shipping to a PO Box would result in additional charges. They quoted me UPS Ground charges only, and out of laziness never contacted me to let me know that they needed additional shipping information to complete the transaction at the quoted shipping price. They had my phone number; it was printed on everything I received from them.
Regards,
Carol Doll
We're sorry Mr. [redacted] is
dissatisfied with our service. Certainly [redacted] should not have
been rude to him. We issued
a refund of $185.40, the full cost he paid for the
parts and provided a pre-paid label to return them. We did not refund the...
$9.27 he originally paid to
have the parts
shipped to him because our return
policy covers shipping only
when we make a mistake. Mr. [redacted] stated he was returning the
parts because he read on a forum that they cause a harsh
ride. We sent the parts he ordered and those parts fit his
car and have been used by many other customers. The fact that
he regretted his purchase after reading comments on a forum
does not mean we made a mistake in handling his order.
That is Highly Unacceptable from Rockauto Parts. I Want my Money Refunded or Legal Measures will be Taken as I Explained Previously. I've Given Enough Time for Rockauto to do the Right Thing and Refund my Money. NOW I will No Longer be a Customer to Rockauto Parts.
After
reviewing this customer's situation, we determined that the customer
is correct. Although labor is not covered under warranty
(http://www.rockauto.com/docs/warranty.php),
the customer has been sent return instructions and a prepaid shipping
label to return the part for a full refund (part...
cost + shipping).
The customer's full refund will be issued to their original payment
method upon return of the product.
The customer canceled one of
several parts from his order. Canceling one part did not change the
shipping cost for the remaining items, so no shipping refund is due.
Ms. [redacted] ordered a mirror (part number [redacted]) that is described as fitting a 2005 Chrysler 300
without
memory.
means the part fits either (left OR right)
-- it does not mean you'll receive two parts. Please do
not choose a part if the note does not describe your
application (for example, if the note says
"Sedan" and you have a station wagon).">In confirming the details of why this
didn't fit, she
told our representative that her original mirror has the
memory
feature. We agreed
to accept the return for a full refund of the
part cost, but according to our return
policy (which is linked to our home page and checkout
screen) we do
not cover shipping when a customer orders a different part
than what
she needed.
We're
sorry if this part was damaged or appeared to have been used when it
was received. Had the customer reported this before installation,
we'd have offered a refund or replacement part. However, damage
was not reported until after the part was installed on the customer's
vehicle, 4 months...
after the part was delivered. The problems the
customer describes are often caused by problems elsewhere in the
vehicle.
As
our Warranties
page states, even if this were a warranty issue the
only option per the manufacturer's warranty would be reshipment of a
replacement part. No refunds or reimbursement of shipping, labor, or
other costs will be provided.
After
explaining the situation to the customer multiple times, no further
progress was being made so we chose not to respond to the customer's
latest email.
The manufacturer warranty terms for
the A/C compressor
kit Mr. [redacted] purchased require proof of an A/C
system flush. All compressor warranties, to our knowledge,
contain this requirement because even a tiny amount of debris in
an A/C system can...
quickly damage a new compressor. A system
left open for a period of time (as Mr. [redacted]' apparently was
since the compressor was missing when he purchased the vehicle)
is particularly likely to be contaminated. If Mr. [redacted] provides a
receipt from an A/C repair shop or other evidence showing the
system was flushed immediately prior to the installation of the
compressor he purchased, we are willing to arrange a
return and replacement as explained in our warranty
policy.
But if he relied on verbal assurances by the previous owner that
the system was clean and did not get it flushed, the compressor
is not covered under manufacturer's
warranty and replacement would require purchasing another
compressor.
After submitting this complaint, the
customer contacted us directly and agreed to a $35.00 store credit
refund resolution. We issued this refund 8/13/14.
This
customer placed an order Tuesday 07/15 after 9pm and chose 3 business
day express shipping. Our website program accounted for a Wednesday
7/16 shipment date and predicted a Monday 7/21 delivery (3 business
days from the day of shipment). Tracking shows the order shipped and
was delivered...
according to this schedule.
On
Wednesday 7/16, the customer requested we expedite his shipment
further to ensure delivery by Friday. We agreed to make the request
with FedEx, but since we shipped on time and FedEx was scheduled to
deliver on time we would have required the customer to pay the
difference in cost. The other option suggested was to submit another
order with expedited shipment for delivery by Friday, then return the
first order after its Monday delivery. RockAuto and FedEx fulfilled
their commitments, so the customer would be required to pay shipping
costs associated with both orders.
We're glad we were able to work out a
resolution with the customer directly. The customer will receive a
refund in the amount of the order total in the form of store credit
within 5 business days. We look forward to the customer's continued
business.
Like every mail-order retailer, when the customer placed his order we
requested authorization from his bank to charge his card. We charged
the card when the order shipped. We don't know why his bank charged
him overdraft fees, but suggest he address the issue with his
financial institution. No...
overdraft fees will be refunded by
RockAuto.
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 list more than one catalytic
converter
for the 1981 Subaru GL in our
online catalog, which includes
footnotes and
photos to help customers choose the correct one. Mr. Robinette
ordered
Beck/Arnley part # 1205004, which is listed for the two...
wheel drive,
non-station
wagon version of this model. He used the information in our
catalog to
determine that this part won't fit his car, but only after he
placed
his order and we had shipped it. He can return the part for a refund according to our return
policy, but we don't cover the return shipping costs if he
simply
picked the wrong part.
[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.]
II I appreciate the Revdex.com diligence in this matter. And I appreciate the company correcting this matter and sending me a FedEx slip and giving me a full refund, but what I would
Revdex.com:
I I appreciate the Revdex.coms diligence and correcting this matter that I couldn't do on my own with RockAuto.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]