Natural Talent

We have already addressed thisOur original response said "If Mr [redacted] shipped all four cores in one box, it seems that three of them were lost in transitWe would recommend filing a claim with the carrier."

I am sorry that I calculated the percentage incorrectly: $is 15.5% of $If Mr [redacted] is not happy with our offer, then he can use the provided return instructions and shipping label to return the part for a full refund

On 6/22/17, Mr [redacted] ordered a VARIOUS MFR brand grille, part number CH1200331, for a DODGE RAM PICKUP 5.9L LDIESEL TurbochargedOn 11/27/17, Mr [redacted] emailed us indicating that this part did not work for his vehicle.As our Help page explains, we accept returns within days (http://www.rockauto.com/help/?page=4#Returns )If we make a mistake and the problem is reported within days, we can offer a return for replacement or full refundBecause this customer's order is more than four months outside of the period during which we accept returns, we will not accept his returnWe corrected our website catalog

On 1/5, Ms [redacted] went to our Order Status & Returns page to report that the remanufactured power steering pump she ordered 6/27/failed under warrantyWe explained how she could obtain a replacement by placing a new order for the same part and then returning the defective one for a full refund on her new orderShe placed her replacement order on 1/6.On 1/10, she returned to our Order Status & Returns page to arrange a return for her defective partShe did not complete her return after several attempts, so we locked it for further reviewWe determined that she was unable to setup her return on her new order because the email address she entered when she placed the order was wrong (she entered [redacted] of [redacted] )Her mistake prevented our systems from matching her first order with her replacement orderWe fixed her mistake and explained how she could proceed with obtaining return instructions to return her defective part for a refund.On 1/27, she went to our Order Status & Returns page to arrange a return on her replacement orderInstead of selecting 'Warranty', as we instructed her to do, she selected 'Core'A "core" is a deposit customers pay up front for a remanufactured part, which is reimbursed after they return the part they are replacingOur warehouse received the part she returned on 2/We refunded her the value of her core on 2/6.On 3/19, Ms [redacted] contacted us asking that she be refunded in full for the part she returned, explaining that she returned her defective part, not her coreWe explained that we could not adjust her refundOur warehouse had already processed her return as a core a month prior, and the part was no longer in their possession.We are sorry that Ms [redacted] chose the wrong reason for her returnHad she alerted us to her mistake before our warehouse shipped her core back to the manufacturer, we probably could have had them adjust her return and refund the full amountSince she didn't, we cannot

I HAVE PICTURES THAT I WOULD LIKE TO ADD BUT THIS PAGE WILL NOT ALLOW ME TO ADD THEM! Revdex.com PLEASE CONTACT ME SO I CAN PROVIDE THEM TO PROVE MY CASE, I WILL PROVIDE THEM TO ROCK AUTO ALSO Revdex.com: as I stated, my car is 100% factory, It looks like I gave them miss information on how many spline on the pinion shaft, I thought they were asking me to count the pinion and gear teeth, I did order the correct part, I installed the correct part and I have not voideed my warranty, the first picture is my vin, and the 2nd and 3rd are of the pinion and carrier with the ring gearthe last picture shows the manufacture defect, the ring and pinion have a good drive/coast pattern except in this tooth and the gear is noisy, therefore defectiveif rockauto would talk to me, I could have sent them this information, but after they decided their position they cut all communication, I've bought tons of parts from them and returned some and never had this problemif they want a picture of the spline count let me know and I can provideI ordered the right part, I installed the right part and the problem is a manufacture defectmy car and rear end are factorygm bolt, inches, gearsI would appreciate it if they would warranty my purchase, if they would like to contact me they can call me and we can resolve thisI will provide whatever pictures to prove it was a proper application installrockauto, does my vin number match what part was suppoe to have been ordered?llke I say I can provide pictures 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] ***

On 4/19, Mr [redacted] went to our Order Status & Returns page to report that he received the wrong partWe authorized his return and provided return instructionsWe refunded him for that part 5/1/2017.On 4/21, he returned to our website seeking authorization to return a part from the same order that he did not wantHe did not finish his reportWe never authorized his return and did not provide instructions on how and where to return the part.On 5/21, he contacted us asking why we refunded him for just the part he was authorized to returnHe claimed he returned the part he was authorized to return on 4/and the part for which he attempted to get return authorization (but did not) on 4/in the same boxWe explained that we did not know he planned to return two parts because we did not authorize a return for more than oneWe followed up with our warehouse and they confirmed they only received one part, for which we have already refundedWe will not refund Mr [redacted] for a part he was not authorized to return and we have no record of receiving

We have nothing further to say to Ms***

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.] [redacted] Regards,T [redacted]

On 11/29/17, our warehouse received a part Mr [redacted] returned because it was not the part he ordered We mistakenly deducted the cost of his return shipping label from his refund, and neglected to refund the amount he paid for shipping initiallyWe apologize for both oversightsWe issued a refund for $(the sum of his original shipping charge and his return shipping charge) on 1/

On 8/19, Mr [redacted] ordered one set of front, Centric brand brake pads, part number 10311830, and two front, Centric brand brake rotors, part number [redacted] On 10/22, he visited our Order Status and Returns page to request a warranty replacement of the pads, and one of the rotorsWe authorized his request, and he received his replacements on 10/28.On 10/28, in the afternoon, he returned to our Order Status and Returns page to arrange a return for his replacementsHe informed us that the description and fitment information listed for the brake pads did not match what he needed, a reversal of the information he provided when we authorized his first set of returns Because his order was placed more than days ago at that time, we denied his return of the padsBy contrast, he told us the description and fitment information for the rotor did match his needs, and he generated a prepaid shipping label to process this returnHe contacted us later that day to appeal our denial of his return request for the brake pads.We reviewed his order, and noted upon further review that the description and fitment details for the pads and rotors were identical, and that both listings required that the buyer's original calipers be "Bosch Front Caliper[s]." We asked Mr [redacted] for pictures of his front calipers to visually confirm whether he'd satisfied this requirementWe received his photos on 12/10, and discovered that the calipers on his vehicle matched the design of Akebono brand calipers, not BoschThis means that Mr [redacted] ordered both the rotors and pads incorrectly, as neither product is designed for his vehicle.While Mr***' first warranty claims did raise doubts, we took him at his word when he told us that the product description and fitment details for these parts matched what he neededHis photos confirm that this is not the caseOur representative denied his return, which is consistent with our thirty day return policy ( [redacted] )The parts were ordered incorrectly, and we do not allow returns of incorrectly ordered parts more than thirty days from the purchase date.Although our intention was to disallow Mr***' return, an unfortunate miscommunication resulted in our receiving his returnWe contacted Mr [redacted] on 1/4/to clarify the situationHe explained that, in fact, he returned both rotors and his set of brake padsGiven the circumstances, we have allowed his return as a one time exception to our day return policy, and applied a standard five percent restocking fee to offset the cost of processing his late returnHe has received a refund of the part costs, less the restocking fee mentioned above

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] *** I feel like they should have refunded the entire shipping amount since they did not follow through on their promise

It appears that I should have inspected the wheel bearings within the month warranty period in order to receive the warranty, at miles I would not think this failure should NOT have occurred and I bet that it was bad prior to the time I inspected it It is very obvious to me that Rock Auto has no concern for customer service after the sale and I will simply not do any future business with them and will spread the word to all my friends who do their own repair work

On 4/28, Mr [redacted] went to our Order Status & Returns page to arrange warranty replacements for shocks he purchased in July of We offered two options (the following is the message he was shown):Place a new order for the same part number online, then return the defective part for a refund of the new orderOnce you get the replacement part, you will set up a return in the NEW order so we can refund you for the replacement you bought.ORSend the defective part back now in exchange for a replacementOnce we have tracking information showing the defective part is on its way back to us, we'll ship the replacement part to the shipping address aboveIf you need the new part shipped to a different address, choose option 1.He chose option 2.On 5/17, an individual who lived at the address noted in Mr [redacted] 's order contacted us to report that they had his partsWe provided them prepaid return shipping labels and explained how to return the partsWe then emailed Mr [redacted] an explanation of what happened and recommended he place a new order for the parts if he still needed themWe told him we would provide a refund on that new order as soon as our warehouse received the parts he arranged to have shipped to a place where he no longer resides.On 9/25, he contacted us to report that he still had not received his refundHe also mentioned that he spoke with the individuals who live at the address specified in his order and they returned the parts shortly after speaking with us in MayWe followed up with our carrier, who confirmed that the shipping labels we originally sent the current residents showed no activity since the labels were first generatedWe followed up with our warehouse to see if they received the parts; they did not.We are sorry Mr [redacted] did not receive the warranty replacements he arranged back in AprilBut we cannot refund him for parts we sent to an address he chose and whose whereabouts are still unknownIf they arrive at our warehouse, we will provide the refund we offered in May

After further review, Mr [redacted] is correct in saying that the SKP Control Arm he purchased ( [redacted] ) is not a front right lower control armWe apologize that none of the representatives with whom he spoke identified and acknowledged this mistake.We will refund him $13.98, which is the amount he paid to have the correct part shipped to him on a new order and the amount we deducted from his refund for returning the incorrect part.We are working with our supplier to correct their inventory and catalog imagesWe sincerely apologize, Mr [redacted] !

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 Tell RockAuto thank you for looking into this and making the correctionI will get the replacement engine on order shortlyI've used them for years in rebuilding multiple vehicles and have always been happy, this caught me by surprise when they wouldn't even respond to emails after they felt the case was closed.Thanks again,***

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.] Recognizing the proliferation of overseas manufacturers today, I understand RockAuto's perspective regarding the compatibility of parts None the less, they advertised a very specific product, which was identified in their catalog with a photograph, the url of which is shown below http://www.rockauto.com/catalog/moreinfo.php?pk=3549804&cc=1195477&jnid=496&jpid...⇄ part I received did not match their catalog photo of a fan clutch that undeniably showed it to be manufactured by Sachs in Germany When I first questioned RockAuto regarding this contradiction their response was, in part, as follows"The shipping location verifies that all their stock matches each other, and their stock matches the catalog description and the photo in the catalogBoth the and numbers are listed in the Alternate/OEM Part numbers in the catalog listing, and it was manufactured in GermanyTherefore the part is exactly intended to replace your Mercedes' Fan Clutch."The above statement suggests that the shipping location is not aware of the catalog contents, and that they are not familiar with the part manufacturers It also states that their stock matches the photo in the catalog Based on the part I received, this is not the case A subsequent response from a different person at RockAuto included the following."I have reviewed this situation as well as the pictures that you sent in The pictures show that the part you received matches what we show on the catalog in terms of fitment and function When you ordered the part it noted that it was a Private Label Package This means that the part will arrive in a box that may not be the manufacturer's box."Fitment, function, and packaging are not the issue The issue is that RockAuto advertised a specific part and illustrated the ad with a photo of a part that clearly was manufactured by a specific manufacturer, Sachs, in Germany They did not send the advertised part, but instead substitued an equivalent part manufactured by Hamburg-Technic in China They advertised "A", I ordered and paid for "A", but I received "B" This clearly demonstrates a policy of deceptive and advertising.In my complaint I asked that RockAuto credit my PayPal account for my outstanding credit balance related to my unsatisfactory purchases As of hrs, July this has not happened [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] You did start a trace investigationI have the trace numbers in a previous email if neededFed Ex stated that the packages were delivered just as they have always statedThat throws out the window the ten day time frame you have mentionedAlso I used those trace numbers to attempt to start a claim with Fed Ex and they said nothing about the date being a problemI spoke at length with two Fed Ex representativesI would be satisfied to see some documentation from Fed Ex stating that they would not start a claim back when I first notified Rock Auto of the problemI believe that was the 15th Regards, [redacted] ***

I know now to never deal with Rockauto for part and I hope that nobody else deal with them eitherThis issue is just going around in circle nowThey can't accept they did wrong in this and their employee is to blame for this issueOh by the way the rack and pinion will be pull out of the vehicle tomorrow to be replace with a better quality one The dealership never seen gear shear off the way it did and the dealership said it was a poor quality rack and pinionThey will start to lost customer with service and parts like this

On 10/26, one of our representatives emailed Mr [redacted] instructions and a prepaid shipping label to return his defective CV Half Shaft Assembly for a refundHe has yet to return his part, and both his return authorization and label have expiredWe renewed his authorization and emailed him a new return shipping labelHe may use them to return the part for a refund up to 12/5/

We apologize for the frustration this orderMrs [redacted] notified us on Thursday morning, 4/28/16, that there was a problem with the shippingUSPS confirmed that afternoon that the warehouse affixed the packing list displaying the return address instead of Mrs***’s addressThough the shipping label was addressed correctly, the packing list confused their machinesThe issue was fixed and the package sent on to the correct locationMr [redacted] spoke to a manager at RockAuto that evening, and we issued a refund of $for the shipping the next morning, 4/29/USPS successfully delivered the package on Saturday, 4/30/