Natural Talent

We're sorry two tie rod ends were shipped incorrectly to this customerWe offered to reship the correct parts using the same shipping method he chose on the original order (USPS Priority) without requiring return of the wrong parts, or refund him in full for the incorrect products We explained that since we don't profit from shipping and our part price markup is already very low, we are unable to express ship parts to him for freeSince he repeatedly verbally abused our representatives with yelling and sexist/vulgar comments and threatened to charge back the order despite us offering to resolve the issue, we unfortunately are unable to continue business with the customerThe customer has been refunded in full for the two incorrect items

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 part was installed but the engine was not connected electronically since the plug did not matchAlso the engine was never turned onI do not think it is fair that originally they sent me a used part and that was OK for them but when I try to return a part that was technically never used and in better condition than the original part they sent me they refuse to accept it as a return

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] Atten: Revdex.com,Once again I do not agree with Rock AutoFirst of all please read their latest Response once again Quote: MESSAGE FROM BUSINESS:It's true that Mr [redacted] has purchase the Monroe part to which his complaint refers beforeHe purchase Monroe on 9/9/It's possible that, at that time, Monroe did offer a day warranty for their Econo-Matic partsHowever, and as was noted on the information page when he ordered the same part again on 4/17/2017, Monroe no longer warranties their Econo-Matic parts The "Feel the difference" guarantee to which Mr [redacted] 's attached documents refer is for qualifying Monroe shocks and strutsThe Econo-Matic line Mr [redacted] purchased is not a qualifying Monroe strut, thus Monroe offers no such guarantee.We are sorry Mr [redacted] 's part failed so soon after installation and that Monroe no longer warranties its Econo-Matic line They are right as I have mentioned earlier I have purchased Monroe Product before from them They also mentioned that it is possible at the time that Monroe offered a day warrantyNow if anything changed why didn't Rock Auto put right on the ordering line where you buy these shock "NO WARRANTY"They didn'tI wasn't born yesterdayIf I would of saw NO Warranty on the line that you order on I would of never ordered them again

On 3/20, Mr*** went to our Order Status & Returns page to report that he received the wrong hood and that one of his fenders was damagedWe asked for images of both parts to confirm what happened.He sent us pictures on 3/21, which confirmed his initial reportWe asked if he wanted a full refund or a free replacement for the hood and that he supply images of the packaging in which his fender arrived and an estimate to repair it (since he signed for the part on delivery, our carrier requires part/packaging images as well as a repair estimate to proceed with a damage claim).We regret that our email system automatically closed his response, which noted that he wanted a refund for the incorrect hood he receivedWe have emailed him return instructions, which explain how he can arrange to have his hood picked up and returned for freeWe will issue his full refund within business days of receiving it.Since Mr [redacted] signed for the damaged fender he received, we cannot refund him for itWe can, however, file a damage claim on his behalf with the carrier to see if they will provide some recourseWe cannot do that until he supplies photos of the packaging (inside and out) in which the fender arrived and provide a repair estimate (we are not asking him to repair the part, just get an estimate of what it would cost to do so, which is one of the carrier's requirements)He may attach those photos to an email sent to [email protected] (he should reference his order number, [redacted] , in the subject line)He should also clarify which side fender was damaged (it's not clear from his previous correspondence)

We are very sorry that Mr [redacted] did not receive the abutment clips (which is what we assume he means when he says "shims"; his brake pads do not come with shims) with the brake pads he ordered and that one of the replacements we sent him was wrong.We also agree that asking him to return the pads and clips he received and installed for a refund is unreasonableWe don't sell just one of the abutment clips he needs, so we will send another set of abutment clips, which should provide what he needs to finish his repairWe will email tracking when they shipHe may keep the clips to use as spares or discard them

As the correspondence Ms [redacted] provided notes, she told us that "the bolt holes do not match what so ever." It was reasonable to conclude that her attempt to install the part failed before she altered the part from its new condition because she noticed the problem with the bolt hole alignment before continuing furtherOur warehouse reported that the bolt holes showed obvious signs of being torqued down, meaning Ms [redacted] chose to attempt installation of bolts she knew were not properly alignedWe are sorry we misinterpreted her initial report, which is why we paid the cost of returning the clutch kit she sent usBut we will not refund her for a clutch kit she installed, nor the amount she paid to ship the part to us

This customer ordered rotors that our site specifies are for European market vehicles, but he does not have a European market vehicleOur Help page explains what the flags in our catalog indicateAs our Help page explains (http://www.rockauto.com/lang/en/answersTab4.html#Returns), every part we sell may be returned within days for a refund of the part priceShipping charges are not refundable unless the return is due to our mistakeSince we shipped what the customer ordered but the customer ordered for a vehicle he does not have, he can return these rotors but shipping is not refundable

Revdex.com: 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, Pamela ***

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 radiator and cap were not placed in shipping container that fit bothThe ORIGINAL box that housed the radiator was opened and the cap was placed inside with radiator, the box was resealed and shipped out in original radiator packagingAfter receiving a broken radiator, I returned the radiator and cap packaged exactly as the were when they were shipped to me, because I could not use a radiator cap without a radiator in working order I did not decide I no longer wanted the radiator cap until I received a broken radiator Had I ordered ONLY the cap, I would understand their decision to not refund shipping

On 3/28, Mr [redacted] arranged Core returns for the parts he purchased earlier that week (a "core" is a deposit one pays up front which is refunded after returning the part you are replacing)We authorized his returns and provided two sets of return instructionsOne with an address in NY, another with an address in AZ(the parts came from two separate locations initially)Later that day, he entered FedEx tracking for both returns (from labels he purchased from FedEx on his own).Our warehouse in NY received the core they were expecting on 4/We refunded him for that core the following day.Both tracking numbers the customer provided show deliveries to our warehouse in NY, so he shipped one of the cores to the wrong placeOn 4/25, we asked our warehouse in NY if they received the part Mr [redacted] was supposed to return to AZThey have no record of receiving that part.Customers occasionally ship returns to the wrong place, as Mr [redacted] didIn almost every case, our warehouses notify us the moment they receive something they did not expectWe are sorry that one of his cores is no where to be found, but we cannot refund him for something we don't have

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 belowPaypal reversed their decision and are holding the funds for this transactionNowhere on my shipping confirmations or order confirmations does it specify the date of October as the arrival date Working backwards, this is three business days of handling time Please show me on your website where you specify that it takes business days to process and ship an order? From your own website, you state:Will my order ship today?Orders ship within one business day unless a delay is noted in the part listing (see "...shipping delayed up to X business days") or you choose a payment method that doesn't process immediately (see "How long will it take to process my payment?")Business days are Monday through Friday.Your inability to provide adequate customer service when I called (overnighting those parts the day I called would've avoided all of this), combined with your inability to work with me on the Paypal dispute has created a pretty nasty messRegards, ***l [redacted]

On 10/25, Mr [redacted] went to our Order Status & Returns page to arrange warranty replacements for parts he purchased 4/We gave him two replacement options:He returns the parts right awayWe would ship replacements once we had tracking showing the defective parts were on their way back to our warehouse.He re-orders the same partsWhen ready, he returns the defective ones for a refund on his new order.He chose option 2.He placed a new order for the parts he needed later that dayOn 11/9, he returned to our Order Status & Returns page to arrange core returns on his new order (he ordered remanufactured parts, which carry a deposit that is refunded after returning your original parts)We authorized his return and sent return instructionsWe refunded one core on 11/15, the other on 11/17.On 11/20, he contacted us asking why he was refunded for his cores, not the parts he returned under warrantyWe explained that he arranged core returns, not warranty returnsWe asked our warehouse if they still had the parts readily available to amend the customer's returnOur warehouse replied the following day saying that the parts Mr [redacted] returned had already been processed as cores and sent back to the manufacturer.At the customer's request, a manager called Mr [redacted] on 11/to explain that we could not undue the return that Mr [redacted] mistakenly classified on our Order Status & Returns page.We are sorry that Mr [redacted] arranged Core returns when he intended on returning defective parts under warranty and that our warehouse was not able to undue his mistakeBut we cannot refund him the full value of the parts he returned when we can only expect a refund up to the value of the cores from the manufacturer

We are sorry for the damaged item! Ms [redacted] requested a replacement part on Saturday, 8/6/We shipped a new part on 8/8/16, without requiring a return of the damaged part, and it arrived on 8/9/No refund is available, since we shipped a replacement part

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 beloy This is absolutely unacceptableThe worst company to work withShould have gone to EBAY, their prices are the same and much better customer serviceWill never buy from RockAuts againFurthermore, will not recommend to anyoneWish I had known their unfair business policies before handI will also enlighten other potential customers about their scams.Have a Great Day Regards, [redacted]

This customer references three separate orders In June the customer purchased an OsensorIn August (outside our day return window) he reported that he returned this Osensor without ever getting authorization for his return or reporting any problem with the partHe is unable to provide a return tracking number for the return, and our return location never received the Osensor backIf the part is ever received back we'll refund for it, but without a return or any proof (tracking) that it was actually sent back to us no refund will be issued In January the customer purchased a u-joint on order which our online catalog specifies fits RubiconsIn September he reported it didn't fit and that he does not have a RubiconTo clarify: nowhere on our site do we ask for a VIN number to be enteredAll parts are looked up using a vehicle's year, make, model, and engine size, then relevant details are listed in each part listing so that customers can order appropriatelyWe're not sure why he waited months to report a problem or why he ordered a part that is specified for a vehicle he does not haveWe accept returns within days, as our Help page explainsSince the order is well past our return window and was misordered, we unfortunately can not accept a return for this customer's order In November the customer purchased a fuel pump on order In August he reported it stopped workingOur Warranties page explains that like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the productWarranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expensesThe customer returned the old pump and had a new pump shipped to him under warrantyNo refund is available for this fuel pump under warranty

On 10/28, Mr [redacted] went to our Order Status & Returns page to report that the tie rod end he ordered was defectiveIn his report, we asked if the vehicle information he chose when he first ordered matched the vehicle he ownedHe said 'No'We asked him to indicate the vehicle he owns, which was not one which the tie rod end he ordered fitsWe denied his request for replacement because, as our Warranties page explains, warranties apply only to the vehicle for which the part was listed in our catalog and on which the part was originally installed.On 10/31, he sent us an email explaining why his vehicle is somewhat unique, but the part he ordered would fitHe also explained that the part he received was defective from the factory because the hole for the grease fitting was not tappedOur representative confirmed that the manufacturer of the part, Moog, does not tap threads for their grease zerks; they are self-tapping (meaning he did not receive a defective part)We sent him return instructions to return the part for a refund if he did not want it.Later that day, he sent us another email asking how to return his partWe reminded him of the return instructions he was already sent and directed him to our Order Status & Returns page, where he could get the same informationHe has yet to return his partHis return authorization is valid until 11/22.RockAuto does not have customer service over the phoneOur Help page (http://www.rockauto.com/help/?page=1) explains how to find and choose parts, as well as how to place an orderFor help with existing orders, our Order Status & Returns page (http://www.rockauto.com/orderstatus) can provide immediate solutions 24/7, without the need for multiple emails or waiting on holdAll of the information we have is shown in our online catalog and self-service helps keep our prices low for everyone!

The appropriate venue for Mr [redacted] to receive customer service is our website

Our Help page explains that sometimes manufacturers buy parts from other manufacturers and re-sell them as their ownIn doing so, they declare the quality of the part worthy of their name and stand behind the product with their warrantyWe have no control over manufacturer supply chainsWhen we buy a part from Brand X, we pay X's price for it, and your price is based on our costIf you disagree with a manufacturer's purchasing decision, you may return the partShipping is not refundable (http://www.rockauto.com/lang/en/answersTab4.html#DIFFCO) This customer ordered two Bendix parts and we shipped what he orderedPrior to shipment the warehouse noticed damage to the part box, so prior to shipment we confirmed the customer wanted that undamaged part shipped despite the damage to the boxIt seems the shipper repackaged it using a generic box so as to protect the part from damage during shippingHe reported both parts would fit on his vehicle but he wants to return them because they are not identicalWe offered to review photos if he would send them in, but the customer never send anything to usWe confirmed with Bendix that they do in fact source these parts from multiple sources, which explains aesthetic differences We do not charge restocking fees for returns within days nor was one applied to this return, so we are not sure what the customer is referring to in reference to thisOur employees do not have ID numbers, but the customer spoke to two representatives (the second of whom was a manager, whom the customer was transferred to upon request and who provided his name and extension)Both representatives provided RockAuto’s explanation and decision regarding this orderSince we shipped what the customer ordered, MrChelstrom is welcome to return the parts if they are not wanted withing our day return window but he will be responsible for shipping costsThe customer's submission to the DATCP was replied to in a timely manner and no further action has been requested of us regarding that submission

We are sorry that the rebuild of Mr [redacted] 's throttle body was not successfulHe may return the part to the manufacturer for a warranty rebuild to correct the issues he describedIf they cannot repair the part, it will be returned to Mr [redacted] and we will issue a refund for the unsuccessful return & rebuild service If Mr [redacted] would like to proceed with this warranty rebuild, he may contact us for return instructions

This customer ordered a rear bumper cover as our listing specified, and we shipped what was ordered: a rear bumper cover that (as our site states) is reconditioned and ready for preparation and paintAs our Help page explains (http://www.rockauto.com/lang/en/answersTab4.html#Returns), every part we sell may be returned within days for a refund of the part priceShipping charges are not refundable unless the return is due to our mistakeSince we shipped exactly what was ordered, no shipping charges are refundable