Natural Talent

[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 think this whole process speaks volumes about the business's customer serviceRockAuto doggedly defended their position for two months over a matter involving less than $The lost productivity by myself, RockAuto, and the Revdex.com in addressing the matter (several times) is nonsensicalIn the end RockAuto only did the right thing when the Revdex.com held their feet to the fireThey lost a customer in the processHopefully, the business will embrace a model closer to Amazon's if they expect to flourishI suggest they read online reviews concerning their customer service from a company not employed by them to gauge customer satisfactionI don't think the majority of disenfranchised customers are unreasonable I have reviewed the response made by the business in reference to complaint ID [redacted] I can confirm I received a credit for the items in question and find that this resolution is satisfactory to me Regards, [redacted] ***

On 5/23, Mr [redacted] went to our Order Status & Returns page to report a problem with the fuel tank & pump assembly he ordered on 11/17/We authorized his warranty and asked that he place a new order for the same partWhen he was ready to return the defective one for a refund, he would need to return to our Order Status & Returns page to obtain return instructions and, if he wanted, a return shipping label.On 10/26, he inquired about his refundOur representative determined that Mr [redacted] had not yet arranged a return for his defective partWe authorized his return and instructed him to enter his tracking number on our Order Status & Returns page so we could see if his part had been delivered to the correct placeWe have not heard from him since.On 11/14, our warehouse received his partWe issued Mr [redacted] 's refund later that day

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 belowI paid for day shipping plus on my order that was what was offered by Federal Express I also cannot reach anyone by phone and the WI number is a corporate number for shareholders only according to Mark Their should be a customer service number so customers can call directlyThe shipment is on its way back to rockauto [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Dr [redacted] ordered an alternator for a vehicle manufacturered on or after November 3, 2004, as specified in our online catalogHis vehicle was manufactured in August of 2004, so he ordered incorrectly.As our Help page explains, we will not accept returns of parts that have been installed (http://www.rockauto.com/help/?page=4#Returns)Once a part is installed, RockAuto honors the warranty provided by the manufacturer of the productBecause this alternator was installed in a vehicle for which it was not designed, the manufacturer's warranty is void

Mr [redacted] ordered a spark plug bootThe description of the boot he ordered, part number 35-7065, explained that the engine in his vehicle uses a 2-lead wire set, part number 35-4284, and two of the 35-bootsUsing our Order Status & Returns page, he reported that he only received the 35-boot and that he believed he was missing the wire set and second bootOn reviewing his order, we agreed that the description in our catalog could be confusing so we we issued a full refund that same day without asking him to return the partWe updated our catalog description to avoid any future misunderstandingsWe are sorry for Mr [redacted] 's frustration and hope he gives us another chance in the future

We are sorry this customer's catalytic converters did not fit his truckHe reported the problem online using our Order Status & Returns page and we provided return instructions with a prepaid shipping labelFedEx returned the parts to our warehouse on Tuesday 12/and we issued a refund the next day, Wednesday 12/As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), RockAuto is not responsible for any costs exceeding the cost of the part

Mr [redacted] ordered Thursday night, 10/13, and chose Next Business Day Express shippingWe shipped his part the next morning, Friday 10/14, and he received it in business day on Monday 10/We are not sure why he thought the order would arrive sooner, since we showed "You should receive by Monday, October 17, 2016" in his shopping cart and shipment confirmation.We apologize if our representative was less than professionalOur Order Status & Returns page (http://www.rockauto.com/orderstatus) can provide immediate solutions 24/7, without the need for multiple emails or waiting on hold and self-service helps keep our prices low for everyoneMr [redacted] set up a "Part Not Wanted" return on our Order Status & Returns page and we provided return instructionsHe never indicated that there was any damage to the shipment and our warehouse received his return in new, resellable conditionWe issued a refund on 10/24, 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

[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] , although Rock Auto's response is incorrect I am satisfied with the refund amount Note that I received two separate refunds, one for and one for It is amazing to me that this company still refuses to accept any wrongdoing In their response they admitted to receiving the replacement parts back from my Virginia address; the fact that they were willing to accept the parts without contacting me for resolution is indicative of their shady business practices They are sorry that FedEx couldn't help me; however they are not sorry that they would not and refused to help when they could have I can only hope that eventually Rock Auto goes out of business I consider this matter closed, I appreciate your assistance Regards, [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.] 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.]I don’t think this is fair. The fedex driver is responsible for his poor judgement in leaving my package outside of my secured building knowing that there was prior stolen packages here. My hands are tied in complaining to fedex because rock auto has claims handling agreements with fedex which does not allow recipients to communicate with fedex about these issues. I think Rockauto should make fedex pay them back because of the drivers carelessness, or just take the loss because I am the consumer and the package lost or stolen was $86.38. I’ve been doing business with Rockauto for over 10 years, and I can’t believe the lack of compassion they’ve shown me in my situation. And maybe they should choose a better shipper or complain about that careless driver.Regards, [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 My view is that if whomever is packaging the product and misses an idea or if the shipping carrier miss handles the package why is the customer at fault? When a photo was requested of a damaged product or package it was always providedWhen I spoke with a manager I offered to have packages delivered to a shipping store so if there is damage or missing items a third party will observe thisI was advised this would be ok and would workAfter placing this order I was once again turned away and told I could not speak with anyone at rockautoI now am unable to obtain the parts I need to fix my vehicleI work for the Government and never in my life was I trained to treat customers this way.[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [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.]I no more have the time and energy dealing with Rockauto that have no sense of Customer Service within their structureIn the meantime I am going to keep this communication open and will need Rockauto to process my replacementsI had gone to their website to process it but it has been declined as "NOT RETURNABLE" Have this processed together with the return shipping labelThe parts that I am returning are as follows:MONROE 72216MONROE MOOG K80925KYB SM5485KYB SM5423MONROE 909943Please note: I will require the replacement struts in their ORIGINAL packaging, unlike the previous ones that were shipped to me outside their original boxes Regards, [redacted]

We are sorry for our delay on Ms [redacted] 's orderWe issued the remaining $for shipping on June 20,

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 Yes I would like to reopen Rock Auto basically reiterated their day return policy Which is not fair in my view because I ordered the correct part number [redacted] auto shipped me the wrong item in my box Regards, [redacted]

Dear Sir, I have sent the defective caliper back to Rockauto with a note in which I told them that they had sent me a defective caliper and that I wanted a complete refund or a new caliper.They sent a message back that they had received the caliper and I only get the core money refunded (not the complete caliper)No warranty at allThank for your mediationBest regards,

When this customer returned his part, she returned it using return instructions that indicated she was returning a core rather than a newly received partWhen it was received back, core credit was accordingly issuedAfter returning the part to us, she reported to our representative that she ordered the wrong partWe have since confirmed that it was in fact a new part that was sent back, so the customer was refunded for the remaining cost of the part to her original payment method on 8/13/15.As 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 the customer reported that she ordered the wrong part for her vehicle but we shipped what was ordered (which is not advertised as including and does not include a pulley), shipping is not refundable

Mrs [redacted] rejected our response, but we have already explained that we will not accept her returnMrs [redacted] reported the problem with the wiper motor and we provided return instructions with a prepaid shipping labelWe issued a full refund on 12/As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), because the turn signal switch was installed and simply not needed, we will not accept a return for this part.We have nothing more to add to the issue so please remove this from the queueThank you, [redacted] Customer Relations

On 11/9, Mr [redacted] went to our Order Status & Returns page to arrange Core returns for four calipers he ordered (a "Core" is a deposit he paid up front which is refunded after he returns the parts he is replacing)We authorized his returnsRather than generate one return label with which he could return all four cores, he generated four separate labelsOn, 11/27, our warehouse reported receiving two of the cores in one boxWe refunded Mr [redacted] for both less the cost of the return label he usedOn 11/29, our warehouse reported receiving one of the other coresWe refunded him for that part less the cost of the label he usedOur warehouse has yet to report receiving another partIf his other core does turn up, we will refund him for itBut we cannot refund him for a part we have no record of receiving

On 11/17, Mr [redacted] went to our Order Status & Returns page to report that one of the wiper blades he ordered did not fitIn his report, he indicated that he installed the part completelyWe asked if the problem was due to a manufacturing error, such as a measurement being slightly offHe said "No".As our Help page notes, "if a part doesn't fit, don't try to 'make it fit'" and "we will not accept returns of parts that have been installed or modified (http://www.rockauto.com/help/?page=4#Returns)We are sorry of Mr [redacted] received a part that does not fitHowever, he needed to report that problem before installing it

On 1/4, Mr [redacted] went to our Order Status & Returns page to report that he received the wrong partHe also arranged a return for the core of another part he purchasedWe authorized both returnsHe abandoned both returns before obtaining return instructions and a prepaid FedEx return shipping label.On 1/23, he contacted us to inform us that he returned both parts and put a letter inside of the boxHe also informed us that he spent $to return the partsOur warehouse had yet to report receiving the parts he allegedly returned, so we asked him to enter the tracking number for both returns on our Order Status & Returns page (our system uses tracking information to detect delivery to the correct location, which prompts refunds to be issued automatically)On 2/13, he did enter a tracking number online, but it was invalid.Our warehouse has since reported receiving MrGarhart's returnsWe issued a full refund for the part which was wrong and a refund for the core he returnedWe reimbursed him $for his return shipping, which is the amount we would have paid our carrier had he obtained the prepaid return shipping label we offeredIn total, we have refunded him $We offer no other refunds

Mr [redacted] requested a store credit refund for order number [redacted] He then paid for his next order, number [redacted] , using that store creditHe returned his old part (core) on that new order and we issued credit for the core charge back as store creditWe cannot issue a refund for one order ( [redacted] ) to the payment method of another order ( [redacted] )