Natural Talent

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 As I mentioned earlier, the placement of a tiny blue picture (1/8" x 1/16") doesn't warrant enough awareness to the average online shopper that there is something unusual about this part description Normal/average consumer probably wouldn't go through the help page to find out what the tiny blue rectangular is forAdditionally, I have NOT see this type of system in any online shopping website This is VERY unusual and I'd like to see examples of other website on the Internet that has this kind of system Can rockauto bring some examples?? This is very obscure in my point of viewThere are many big rectangular blue graphics at the Revdex.com home page I didn't bother to look in the help page to find out the significance of them I'm assuming it's just eye pleasing graphics or something else not significant And lack of understanding of blue squares will not effect my functional experience with my Revdex.com complaint Regards, [redacted] ***

MrL [redacted] ordered shock absorbers for a vehicle with rear-wheel drive, as specified in our online catalogHis vehicle has four-wheel-drive, so he ordered incorrectlyAs our Help page explains (http://www.rockauto.com/help/?page=4#ARRRET), to receive credit, parts must be returned in their original unmarked manufacturer's packaging and may not be refundable if the original box is defacedMrL [redacted] cut the part number and UPC out of the part boxes, so we will not accept a return for his order

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 realize it is not their fault. Fed Ex lost those packages and I would like them to start a claim with Fed Ex. That is all I am asking. Fed Ex did not correctly handle those packages and I have received a verbal confirmation from them that they handled them wrong. Please start a claim with them.

We appreciate Mr [redacted] following up with FedExMost parts we sell ship direct from one of our warehouses, who use systems that make it impossible for address information entered on our website to not be printed on the shipping labelThe part he ordered was not in stock at one of our warehouses, so we ordered it directly from the manufacturerWe suspect that the manufacturer only prints what is noted on the first address line of our order formAnd since Mr [redacted] noted "Parcel Pending Lockers" on the first address line, FedEx could not have known where to deliver his parts (his street number and name were noted on the second address line)We will work with this manufacturer to ensure they do not repeat this mistakeWe are sorry we didn't catch the mistake before it affected Mr***! We are currently out of stock of the part Mr [redacted] orderedWe will issue a refund of $(his total purchase) shortly

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.An address "change" was never requesree, I contacted FedEx after the second part was shipped out and FedEx indeed stated the shipper had the correct address and I had to contact the shipper to have the shipper contact FedEx to update itWhy hasn't a lost package claim been opened with FedEx for the second part shipped out? FedEx will not open it when I call because I am the receiverWhat happens now? Why isn't FedEx looking into this? I paid for a product that the store's chosen shipping courier did not successfully deliver to me correctly and just because FedEx states they delivered the product does not mean they did kot just throw the package anywhere and the driver marked it as deliveres.why isn't there any proof of where the product was left? This is unjustified and the store still owes me the product I paid for regardless of what the shipping courier of their choice wasThis is a matter between Rock Auto and FedEx to figure out why FedEx incorrectly delicered the packageI still do not have the product, of course the store got paid, and now what? All I get is an apology? How is this in anyway professional? If Rock Auto will not refund me that is fine I still need the part I ordered and would settle with the part being shipped to my "Billing Address" on fileLook at your order records, I've ordered before and never had issues until now Regards, [redacted] ***

On Friday 8/18, Mr [redacted] placed an order and chose "Business Day Express" shippingWe shipped his order the same day and he received it Tuesday 8/We are not sure why he expected to receive his part sooner as we noted "You should receive by Tuesday, September 26" in his shopping cart, checkout page, and shipping notificationSince he received his order on the day we said he would, we owe him no shipping refund

[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 [redacted] , and find that this resolution is satisfactory to me 04/21/rockauto issued a refund magically thank you Regards, [redacted]

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[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 [redacted] , and find that this resolution is satisfactory to me Regards, It was unfortunate that I had to talk to so many people at Rock Auto to take care of an otherwise simple issue, It wasn't until I contacted both the Revdex.com and the original manufacture of the product that enough heat and pressure was provided to force rock auto to do the right thingWhat they should have done in the first place..I am very disappointed with my treatment by several of the rockauto sales and service representative that it will be hard to forget the bad feelings I was left with..I eventually ordered replacement parts from a competitor and the packaging and product support was so much betterLessons need to be learned coorporate wide at rock auto to change the bad customer service that seems to be widespread at this organizationfor their sack and future customers sack if they think they want to sustain a long term business [redacted]

On 3/4, Ms [redacted] went to our Order Status & Returns page to obtain return authorization for parts she did not wantWe authorized her return in good faith that she would return parts in the condition in which they were received.On 4/5, our warehouse received both partsOne was received in new condition, and was refundedThe other caliper had a brake pad (which was not included with the caliper she purchased) installed in it (image attached)Given that the part was no longer in new condition, we denied her returnWe offered to return the part at her expense or refund her the core value (a "core" is a deposit paid up front which is reimbursed after returning the part one is replacing)She did not tell us what to do, and we have not heard from her since.We will refund her the value of her core $35.00, and no more

We are sorry that Mr [redacted] is experiencing trouble with the ignition coils he purchased for his vehicleUltra-Power part # [redacted] is listed for a GMC Sierra with a 5.3L Vand an engine VIN “T” and is a “square coil” typeWe have an excellent order history on this part, with several other customers installing these on the same vehicle without problemsWe agree that it is odd for to fail at once, but a code does not equate to a failed coilThere could be other problems in the electrical system that have arisen since June that would cause the coils to stop performing properly.Our Warranties page explains that, like other retailers of branded products, RockAuto honors 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 expensesIf Mr [redacted] believes all are bad then we can assist with replacement parts, but no refund is available

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.]A lady from Rockauto did contact me She informed me that they have sent of this item to customers with no complaints I did not think to ask her how many were for Mazda Miata's I did some research after the call to check that the flasher that they list in their online catalog and sent to me does not fit It is not the right one I found that it is usually a dealer item, but I was able to find an oem parts place in New York that had it I just checked their online catalog again and the same part is still listed for this car Not much of a follow up on their partThey have offered to refund the cost of the part but not the original cost of shippping it to me Regards, [redacted]

Mr [redacted] chose a flasher listed in our online catalog as a "3-Prong Type"The part he was replacing has prongs, so he ordered incorrectlyWe have successfully sold this part several times for Mazda MiatasWe will issue a refund once this part is returned, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake

As Mr [redacted] indicated, our Help page explains that parts are priced individually, unless stated otherwise in the listingThe fuel injector lines he ordered are listed to fit either of two locations on the engine, but are pictured individually and are not listed as "sold in pairs"He ordered and paid for fuel injector linesIf he requires the other for his vehicle, he is welcome to place a new order onlineIf he would like to return the he received, every part we sell may be returned within days for a refund of the part price, but shipping charges are not refundable unless the return is due to our mistake (Return Policy)

On 2/10, Mr [redacted] went to our Order Status & Returns page to report that he received the wrong partWe asked if he could supply photos of the problem right away or at a later timeHe selected the option to supply photos right awayHe did not send us photos.On 2/21, he contacted us to report the problem againLater that day, he contacted us again to report that the part he received was actually correct.To the best of our knowledge, Mr [redacted] received the part he ordered

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 It is not my problem that RockAuto is confusedThere is no new information for me to provideRockAuto is just passing the burden onto the customerThe evidence clearly shows that they assured I would be refunded in full for placing a new order in exchange for returning the defective partNowhere do they state when the part was required to be returnedI want the refund for the full amount of $($plus $S&H) in exchange for returning the partI don't think my proposed solution is unreasonableBecause they are reneging on their word and have deceptive business practices, I am now escalating the matter to DATCP and the State Attorney General's Office Regards, [redacted] ***

On 3/24, Mr [redacted] contacted us to report that the strut mounts he ordered did not fitWe determined that we had an error in our catalog and offered a full refundHe also reported that the bellows he ordered were manufactured incorrectlyWe offered a full refund for them as well, including a prepaid FedEx return shipping label to return both parts at our expenseHe decided that, because the struts and bellows would not work, he no longer wanted the struts he orderedWe authorized a return for those parts, but did not offer to cover his return shipping (As our Help page notes, shipping is not refundable unless we made a mistake).The struts Mr [redacted] ordered fit his car irrespective of what happened with the mounts and bellows he orderedGiven that they are made to the original equipment specifications of the vehicle he owns, any mount or bellow also made to his vehicle's original equipment specifications will workWe classified his return as "Part Not Wanted" because that describes his particular situation correctly; he no longer wanted the KYB parts he ordered despite them being what he ordered and correct for his application.Mr [redacted] returned all parts late in AprilWe issued full refunds for the mounts and bellows, a part-cost refund for the struts, less the cost of the return shipping label he generated on our websiteWe offer no other refunds

Mr [redacted] is authorized to return his part for a replacement under warrantyTo obtain return instructions, he needs to return to our Order Status & Returns page

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.Of course they have that in small print to cover their backside I still contend that the customer has first right of refusal for guaranteed services not preformed and that is what I did, refused the LATE shipment Again, it is not my concern as to their further inefficiencies and flaws in service or their agreements with their shipper on refusals of shipments that do not arrive as promised They caused me additional time and money to get my job completed and in the process caused me undo stress to get my task accomplishedIn the heat of the moment I did not want any further dealings with this company and refused the shipment and expect full refund of guaranteed services Regards, [redacted]

We have nothing further to say to Mr [redacted]