This customer purchased part number for a Dodge DakotaHe returned a different part number for core credit that is not intended for a DodgeAs 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 $compensation for the incorrect coreThe customer chose $compensation rather than having his core returned to himNothing further 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]
The customer ordered a part in June using a credit cardJust over a month later, he reported it had failedIt was covered by the manufacturer's warranty, which offers only part-for-part replacement as our Policies page explainsThe 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 creditHe accepted this offer, returned the pump, and we issued store credit In August, the customer placed another order using the store creditHe returned his core on the new orderSince 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 [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This was RockAuto's response: "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." I never inquired about RockAuto's warranty policies in regard to the defective radiator fan control module they sold me (in review, the part caught on fire and damaged both my automobile and my hand.) I NEVER asked them to reimburse me for "labor costs, shipping costs or other expenses." That is a complete fabrication on their partWhat I asked them to do is to offer me a solution for repairing the damage caused to my automobile by their willful neglect in selling me a defective fan module that set my pregnant wife's car on fireAll I want from them is a replacement wiring harnessThey SHOULD be paying for a mechanic to install it, but I'm not even asking them for thatMuch as I should be pursuing a personal injury claim for the hole burned in the back of my left hand when the flaming module shorted the vehicle's ignition and I had to yank the wires with my bare hands, but don't have the time or energy to further waste on this nonsenseAll I am asking for is the harness they melted, and over that, they are willing to throw away years of loyal business from me, any future business from me, and the many, many positive word-of-mouth referrals I've given them over the yearsTheir handling of this matter is unethical and illogical to the point of absurdity Regards, [redacted] ***
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 $ 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
Like every mail-order retailer, when the customer placed his order we requested authorization from his bank to charge his cardWe charged the card when the order shippedWe don't know why his bank charged him overdraft fees, but suggest he address the issue with his financial institutionNo overdraft fees will be refunded by RockAuto
We're sorry if this part was damaged or appeared to have been used when it was receivedHad the customer reported this before installation, we'd have offered a refund or replacement partHowever, damage was not reported until after the part was installed on the customer's vehicle, months after the part was deliveredThe 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 partNo 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
[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 matterAnd 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]
We're glad we were able to work out a resolution with the customer directlyThe customer will receive a refund in the amount of the order total in the form of store credit within business daysWe look forward to the customer's continued business
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
This customer purchased calipers and a Rotor and Brake Pad KitWhen he reported the calipers were problematic, we provided return instructions and offered to cover all shipping costs for the bad partsHe did not report any specific problems with the Rotor and Brake Pad KitAs our Policies page explains, shipping charges are not refundable unless the return is due to our mistakeIf he decides he doesn't want the kit, we don't mind taking it back but he is responsible for the shipping cost of the kit
Ms [redacted] ordered a mirror (part number [redacted] ) that is described as fitting a Chrysler without memory means the part fits either (left OR right) -- it does not mean you'll receive two partsPlease 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 featureWe 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 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 $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
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.
That is Highly Unacceptable from Rockauto PartsI Want my Money Refunded or Legal Measures will be Taken as I Explained PreviouslyI've Given Enough Time for Rockauto to do the Right Thing and Refund my MoneyNOW I will No Longer be a Customer to Rockauto Parts
After reviewing this customer's situation, we determined that the customer is correctAlthough 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
This customer purchased part number for a Dodge DakotaHe returned a different part number for core credit that is not intended for a DodgeAs 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 $compensation for the incorrect coreThe customer chose $compensation rather than having his core returned to himNothing further 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]
The customer ordered a part in June using a credit cardJust over a month later, he reported it had failedIt was covered by the manufacturer's warranty, which offers only part-for-part replacement as our Policies page explainsThe 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 creditHe accepted this offer, returned the pump, and we issued store credit In August, the customer placed another order using the store creditHe returned his core on the new orderSince 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 [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This was RockAuto's response: "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." I never inquired about RockAuto's warranty policies in regard to the defective radiator fan control module they sold me (in review, the part caught on fire and damaged both my automobile and my hand.) I NEVER asked them to reimburse me for "labor costs, shipping costs or other expenses." That is a complete fabrication on their partWhat I asked them to do is to offer me a solution for repairing the damage caused to my automobile by their willful neglect in selling me a defective fan module that set my pregnant wife's car on fireAll I want from them is a replacement wiring harnessThey SHOULD be paying for a mechanic to install it, but I'm not even asking them for thatMuch as I should be pursuing a personal injury claim for the hole burned in the back of my left hand when the flaming module shorted the vehicle's ignition and I had to yank the wires with my bare hands, but don't have the time or energy to further waste on this nonsenseAll I am asking for is the harness they melted, and over that, they are willing to throw away years of loyal business from me, any future business from me, and the many, many positive word-of-mouth referrals I've given them over the yearsTheir handling of this matter is unethical and illogical to the point of absurdity Regards, [redacted] ***
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 $ 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
Like every mail-order retailer, when the customer placed his order we requested authorization from his bank to charge his cardWe charged the card when the order shippedWe don't know why his bank charged him overdraft fees, but suggest he address the issue with his financial institutionNo overdraft fees will be refunded by RockAuto
We're sorry if this part was damaged or appeared to have been used when it was receivedHad the customer reported this before installation, we'd have offered a refund or replacement partHowever, damage was not reported until after the part was installed on the customer's vehicle, months after the part was deliveredThe 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 partNo 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
[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 matterAnd 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]
We're glad we were able to work out a resolution with the customer directlyThe customer will receive a refund in the amount of the order total in the form of store credit within business daysWe look forward to the customer's continued business
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
This customer purchased calipers and a Rotor and Brake Pad KitWhen he reported the calipers were problematic, we provided return instructions and offered to cover all shipping costs for the bad partsHe did not report any specific problems with the Rotor and Brake Pad KitAs our Policies page explains, shipping charges are not refundable unless the return is due to our mistakeIf he decides he doesn't want the kit, we don't mind taking it back but he is responsible for the shipping cost of the kit
Ms [redacted] ordered a mirror (part number [redacted] ) that is described as fitting a Chrysler without memory means the part fits either (left OR right) -- it does not mean you'll receive two partsPlease 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 featureWe 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 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 $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
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.
That is Highly Unacceptable from Rockauto PartsI Want my Money Refunded or Legal Measures will be Taken as I Explained PreviouslyI've Given Enough Time for Rockauto to do the Right Thing and Refund my MoneyNOW I will No Longer be a Customer to Rockauto Parts
After reviewing this customer's situation, we determined that the customer is correctAlthough 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