Natural Talent

We are sorry that we were not able to cancel Mr [redacted] ’s orderThe starter motor he purchased was special ordered from the manufacturer, ACDELCO, and we are not able to adjust or cancel those orders once placedMr [redacted] was able to return his part for a refund of the part cost, and instead chose to keep & use the part and return his core (old part) for a refund of the core depositWe issued that core refund on 4/28/

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.] Your website does not clearly state that multiple parts are available for this vehicle and that I should consider reviewing all the options before purchasingYou sell to a general audienceI never knew that a car could have two different size parts for the same vehicle year and model.Your website is not very clear to a novice userYou need to change how your shopping cart functions and place CLEAR warnings on parts that have multiple sizesYou failed to do this for my purchase Regards, [redacted]

On 2/22, Mr. [redacted] went to our Order Status & Returns page to report that the power window switch he ordered (Standard Motor Products part # DWS1517) for his 2009 Dodge Journey did not fit. We asked him for additional information to help determine the cause of the problem, including his VIN and... pictures of his old part and the part he received from us.On 2/27, he sent us the information he requested. His VIN confirmed that he owns the vehicle for which the manufacturer, Standard Motor Products, says the part fits. However, one of the pictures he provided noted the original equipment part number, which matched the power window switch used in Dodge Grand Caravan (Standard Motor Products part # DWS1381), not the vehicle he owns. His return report also noted that he installed the part despite the fact that the pin configuration for the part he ordered and his original part were different. As our Help page notes, we do not accept returns of parts that have been installed unless they are being returned under warranty (https://www.rockauto.com/help/?page=4#Returns). We declined his request to return the part for a refund.We do not know why Mr. ***'s Dodge Journey was fitted with a power window switch for a Dodge Grand Caravan. The manufacturer confirms that the part he ordered (DWS1517) is correct for 2009 Dodge Journey's. Our own purchase history confirms the part is correctly listed (many customers with the same vehicle have ordered and installed with success). Had he not installed the part he received, we would have allowed him to return it for a refund. We will not allow Mr. [redacted] to return his part for a refund, nor may he return it for an exchange of a different part.

On 2/24, Mr [redacted] went to our Order Status & Returns page to report that of the parts he ordered did not fit.One of the parts was a Cabin Air Filter for a Lexus ISWe asked if the description of the part (including the fitment notes and picture) matched what he neededHe replied "Yes" We also asked if the description (and photo) matched what he neededHe replied "Yes"His responses suggested that he received the part we advertised, and that the advertised part is what he neededUnsure of why he still thought the part didn't fit, we offered a partial refund of $without having to return the part, which he acceptedWe issued that refund on 2/26.He also reported that the Engine Air Filter he ordered for the same vehicle did not fitWe asked if the description of the part (including the fitment notes and picture) matched what he neededHe replied saying he was "Not sure." We also asked if the description (and photo) matched what he neededHe replied "Yes"His response suggested that he ordered the wrong part (if he was not sure if the product we advertised was what he needed, but is what he received, it is likely that he needed a different part)We authorized his return and provided return instructions to return the part for a refundHe did not return the part.Mr [redacted] reported no other problems with his orderSince our day return policy has expired, he may no longer return any of the parts he ordered, unless any of them need to be replaced under the manufacturer's warranty (which he can arrange on our Order Status & Returns page)

Revdex.com: Tyler [redacted] has transferred to another office and no longer has access to these communications 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.]The statement from Rock Auto is and invalid on its face It took me nearly days to get rock auto to get to this point They deliberately dragged the process passed the time frame so they could deny it I called in numerous times to effect the return Their website was vague and misleading and required you to call them either way When you call them they give you the run around I have spent several thousand dollars with their company in a very short time and they simply brushed it off and drug it out past the time frame so they wouldn't have to return it They spent weeks discussing the restocking fees and such so that it took me past the deadline for returning and now they dont want to return something so simple Not even for a store credit I assure you I will notify every consumer and agency I can on every form of social media and blog I have amongst our vast resources Not to mention purchase from Summit or CarID or any of the multiple vendors for our entire fleet All Vehicles Regards, [redacted] President

On 2/5, Mr. [redacted] went to our Order Status & Returns page to arrange a warranty replacement for his catalytic converter. We showed him the following message:Catalytic converter warranties cover manufacturing defects (such as an incomplete weld). Warranties do not cover impact damage (such... as hitting a curb), nor internal damage due to improper fuel mixture (which causes overheating and soot damage to catalysts). Converters have no moving parts, so defects are rare. Because mis-diagnosis often occurs, even by the best mechanics, converter manufacturers insist on inspecting parts to confirm a defect exists, before approving warranty claims.If you're sure your converter has a manufacturing defect, and the "check engine" code or other symptom you saw is not due to other problems with your vehicle, please:Place a new order for the same catalytic converter (brand and part number) on rockauto.com.When you receive the new part, install it and verify your vehicle works correctly.Return to our Order Status and Returns page, and set up a return of the new order as Broken/Defective/Warranty.After you return the part and the manufacturer inspects it, if a manufacturing defect exists, we will refund the amount you paid us for the replacement part.We have not heard from him since. Mr. [redacted] is welcome to arrange a warranty replacement for his part using the instructions we gave him and that are noted above.

Mr [redacted] his order on 9/20, but did not provide valid payment informationWe requested an alternative payment method, but he refusedSince we did not receive payment for this order, it was not processed or shippedMr [redacted] ' card was not charged

We are sorry that the [redacted] instrument cluster Mr [redacted] ordered on 1/21/failedBecause [redacted] engages in price fixing practices that prevent family-owned businesses like us from charging honest prices, we no longer sell many of their parts, including the instrument cluster Mr [redacted] ordered He is authorized to return his part for a refundWe sell instrument clusters made by other manufacturers, which he may certainly purchase

The response by Rockauto is not true, and because of their fighting me over money that they owe me of $208.38, I have found in my records that they did not also,, return my $less return shipping, of the Carburetor CoreRockauto states that I waited months to return a part and then demand my money back is a lieI returned the wrong carburetor they sent me and ordered anotherBoth times it was put on my discover cardI got my Core Charge back for the correct carburetor that was ordered 1/20/But I never got my Core charge money returned from the first or that I placed on 1/15/, which is the Carburetor that was put on Store Credit, Plus they did not give me my core return eitherSo now the amount that Rockauto owes me has risen bu another $This company's policies are the worst I have ever dealt with and I have been a customer since 2011, and the fact that they are lying to the Revdex.com in their response to the Revdex.com and trying to make their actions look proper and they have caused me more trouble in getting this straightI do not accept Rockautos explanation because it is not trueI have the paper trail to prove itI would like to explain this to the Revdex.com if you would call meThank you for your help in this matter

We are sorry Mr [redacted] chose to install the defective part he received instead of return it for a free replacementWe offer him no other solutionThis response concludes our correspondence with him

On 7/19/2016, Mr [redacted] purchased a passenger side Moog control arm for a Cadillac EscaladeOn 7/27/2016, he ordered a driver side Moog control arm for a Cadillac Escalade On 2/23/2017, Mr [redacted] called to report that his vehicle could not be aligned because the control arms he ordered did not have the correct bushingsHe asked to return the products for a refundOur representative explained that we will not accept returns of parts which have been installed, as our Help page explains (http://www.rockauto.com/help/?page=4#Returns )Moog, the manufacturer, offers a month warranty for the control arms Mr [redacted] purchased Our representative explained Mr [redacted] 's warranty replacement options, which were to return the defective products for replacements or place a new order for replacements and, once received, return the defective ones for a full refundMr [redacted] refused both options and requested a refundOur representative explained that warranties offer only replacement of the defective part with another part: no cash refunds (http://www.rockauto.com/docs/warranty)Mr [redacted] requested to speak with a supervisorWe are sorry if our representative was less than professional and that his supervisor did not call Mr [redacted] back as he requested On 3/6/2017, Mr [redacted] reported his problem again, but this time on our Order Status & Returns pageIn that report, he said he installed the control arms on a Chevrolet Blazer, which the control arms he ordered do not fitOur Order Status & Returns page told Mr [redacted] that warranties only apply to the vehicles for which parts are listed in our catalog (http://www.rockauto.com/docs/warranty) Minutes later, Mr [redacted] called to ask if he may return the control arms he purchased for a refund, indicating they had never been installedOur representative told Mr [redacted] that parts may only be returned for a refund within days of the initial purchase (http://www.rockauto.com/help/?page=4#Returns)Our representative also reminded Mr [redacted] of his warranty replacement options, but cautioned that warranties apply only if products are defective Mr [redacted] 's complaint notes that he gave the parts he purchased from us to the manufacturer and they sent him replacementsWe are not sure why he didn't use those new partsBut we are not going to buy those parts from him

Mr [redacted] set up a "Part Not Wanted" return on our Order Status & Returns pageAs our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistakeWe provided return instructions that directed him to pay all brokerage and transport charges, but he did not pay these charges and chose to have them billed to the recipientThe package was therefore refused by our warehouseMr [redacted] did not return the part with a label from our site, so we were unable to confirm why his return was sent back to him when he calledWe suggested he contact UPS for more informationIf he would still like to return the part, we advise him to carefully follow the return instructions for international shipmentsWe will issue a refund once the part is returned

We are sorry that Mr [redacted] had a problem with his orderFord offers two different A/C compressor clutch coils for his truck, depending on whether or not it has hill descent controlBoth are listed in our online catalogHe chose the larger of the two options and reported it was too large, so we believe he may have ordered incorrectlyMr [redacted] is not willing to answer our questions about his vehicle, so we cannot be sure why the part does not fitIf he would like to return the part, he can obtain a shipping label on our Order Status & Returns page and we will issue a refund once the part is returned

It's true Trico does not currently sell a conventional wiper blade for Explorer'sThe parts Mr [redacted] ordered are discontinued parts, which is one reason he was able to purchase them for $a piece on wholesaler closeout Trico's current "Exact Fit" blade for the left hand side of Mr***'s Explorer is noted as being 26"We agree that it is incorrect to list two "Exact Fit" parts which vary in length (the Exact Fit part he received is advertised as 24") Consequently, we will refund Mr [redacted] the amount he paid for the blades we incorrectly advertised on our website, which was $He need not return them RockAuto does not decide which reviews CustomerLobby posts, nor how Customer Lobby chooses to display them

We are sorry for the trouble Mr [redacted] had with the ACME convertible top he purchased last year on 8/31/Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the productACME manufactured his convertible topWe sent them his photo of the damage, and ACME determined the part did not fail due to workmanship or materialIf the manufacturer declines the warranty, as ACME did here, we cannot assist with a warranty replacement (http://www.rockauto.com/docs/warranty.php)

On 5/9, Mr [redacted] ordered a crankshaft for his carThe crankshaft was $345.79, which included a $"core" deposit which we would reimburse upon receiving Mr [redacted] original crankshaft (his core)Our advertisement links to a page which explains what a core is and how one can recover his core depositThat page says:"Your core does not need to be working (if it worked, you wouldn't have replaced it) but you will not receive core credit if it is smashed, rusted solid, or otherwise unusable."The manufacturer of the part includes a flyer inside of the box which notes "Cores returned for credit must be usable." It also says that no credit will be issued if the core "has multiple journals that have failed and are damaged to the point that they cannot be ground to .030".On 5/19, Mr [redacted] went to our Order Status & Returns page to arrange his core returnOn 5/26, our warehouse notified us that Mr [redacted] 's core was not usable because of the journals were worn beyond .030"We notified Mr [redacted] that his core was not refundable and asked if he wanted it returned at his expenseHe has yet to tell us what he wants us to do with the part

We are sorry if our representative was less than professional. Ms. [redacted] reported a problem with her Moog struts on our Order Status & Returns page on Thursday 3/2. She also called us requesting to return the parts for a refund on Friday 3/3. We emailed her return instructions and a prepaid... return label the same day. We issued a refund for the Moog struts and the original cost of shipping Monday 3/13.Ms. [redacted] reported a problem with her Monroe struts on our Order Status & Returns page Thursday 2/23. She requested a refund in the form of store credit. We authorized her return and provided return instructions and a prepaid return shipping label. Ms. [redacted] could have changed her solution to replacement on our Order Status & Returns page at any point up to the date her return authorization expired, which was 3/20 (noted on the return instructions we gave her).Ms. ***'s Monroe strut return authorization has expired, so has the prepaid return shipping label we provided. The parts are still covered under Monroe's warranty. To file a warranty claim, Ms. [redacted] needs to return to our Order Status & Returns page, report the problem, and choose which replacement option she prefers.

Our 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, shipping costs, or other expenses (http://www.rockauto.com/docs/warranty.php)As a courtesy to our customers, RockAuto covers one direction of 2-way shipping when providing a warranty replacement partThough he is not eligible for a refund on his original order, Mr [redacted] is eligible for a replacement part under the warrantyHe was directed to place a new order to get the replacement part shipped and that he would receive a refund for the replacement part and outbound shipping, once the faulty unit was returnedHe would simply need to cover the return shipping costMr [redacted] chose to order his replacement part along with another item, and used a 5% discount couponWhen we refunded him for the outbound shipping, we refunded a portion of it, based on the incremental increase when multiple items are shipped togetherHe also chose to generate a return-shipping label using our FedEx Ground service, and approved that cost to be deducted from his refundThe credit itemization is as follows: Part: $+ Original Shipping: $- Return Shipping Deduction: $- Discount: $= $No further refund is owed

We have nothing further to say to Mr. ***.

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.] Firstly It takes them days to reply knowing that my vehicle was still in the garageI have already purchased the front strut locally and installed it in my vehicleSo in general the getting a replacement strut as per Rockauto is completely useless to meI have absolutely no use of it I still have to replace the rear strutAs a compromise Rockauto can ship me the complete rear left strut of this part - FCS 1333379LI am not interested in any more Monroe products supplied by RockautoThe balance amount ill take a store credit there are a few options im ready to work with- Either full refund as a store credit- Or ship this part FCS 1333379L and the balance ill take as a store creditIm not going to take anything less than thatAt this point im at a very high level of frustration with Rockauto and ill not hesitate now to report them on the whole social media platform, reviews sites and whatever tools I have at my disposal Regards, [redacted]