Natural Talent

We are sorry if our representatives were less than professionalMr*** ordered rotors listed as 294mm (11.5") in diameterAs our Help page explains, all parts listed fit the year/make/model/engine combination you chose. But if there are limiting factors (like "RWD vs4WD", "2-door vs
4-door", or "w/ A.Cvsw/o A/C"), they will be listed in the descriptionPlease read listings carefully to ensure they match your application. We have sold these rotors other times for his SUBARU LEGACY 2.5L HTurbocharged with no problemsIf his car has bigger rotors, he ordered incorrectly for his vehicleEvery part we sell may be returned within days for a refund of the part price, as our Help page explains, but shipping charges are not refundable unless the return is due to our mistakeMr*** can use the return instructions we provided on 6/16/to return the incorrectly ordered rotors for a refund of the part cost

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have included the shipping information, the package weighed 45lbs and was a 20x15xpackage, it was a rather large package According to centric, each caliper is approximately 10lbs a piece and around 9x6xin size If one was shipped to you it would have been much smaller and much lighter.
Regards,
*** ***

On 9/20, Ms*** went to our Order Status & Returns page to
report that of the parts she ordered did not fitIn her report, she
noted that the description and fitment details of each part did not
match what she needed, nor did they match what she receivedWe asked if
she
wanted to provide more information to determine the problem or if
she wanted to return the parts at her expenseShe chose to return the
parts at her expenseWe authorized her return and provided return
instructions
Later that day, an individual called on behalf of Ms*** to
dispute the resolution we offeredWe asked him to provide more
information to determine his problem, including pictures of the parts
received
On 10/7, she emailed us pictures of the parts, which confirmed that she
received the parts we intended to send herThe manufacturers of the
parts she ordered confirm the parts are correctly listed for her vehicle
and no other customer has reported a problem with the fit or function
As our Help page notes, parts may be returned for a refund within
days, but shipping is not refundable unless the return is due to our
mistake (http://www.rockauto.com/help/?page=4#Returns). Even though she
was passed our day return policy, we made an exception and expanded
her original return authorization to 10/She did not return her parts
and her return authorization has since expired

On 2/5, MrDodge went to our Order Status & Returns page to report that the headlamp bulbs he ordered were defectiveIn his report, we asked if the product's description and fitment details matched what he neededHe replied "No"He also noted that he installed the partsAs our Help page
explains, we do not accept returns of parts that have been installed unless they failed under warranty (http://www.rockauto.com/help/?page=4#Returns)Since MrDodge's report indicated that he installed a part that was not intended for his vehicle (which is not covered under warranty), we declined his return.It's clear that MrDodge intended on ordering low-beam headlamp bulbs, meaning the parts he ordered are intended to fit his vehicleHe may return to our Order Status & Returns page to obtain return instructions and a prepaid FedEx return shipping label to return his parts for a full refundHis return authorization is valid until 3/9.We did not change the product he orderedHe sent us an email on 2/indicating that he ordered "GE Nighthawk" headlamp bulbsAs his attached order confirmation shows, he ordered Wagner 9006BLX, which are described as "BriteLite" headlamp bulbs

We
apologize for the confusion on two of this customer's ordersTo
clarify, the customer refers to separate orders with us in his
submission: orders *** and *** contained rack and pinions,
and order ***
contained caliper bracket cores
Since
both rack and pinions (orders
*** and ***) failed within
days of purchase, both are returnable for refund
Our representatives mistakenly thought the failure occurred outside
our day return window, which is why only replacement under
warranty was offeredBoth orders have been refunded
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 product
Warranties offer only replacement of the defective part with another
part: no reimbursement of labor costs, shipping costs or other
expenses (http://www.rockauto.com/docs/warranty.php)
The manufacturer (ACDelco) does not consider labor claims so no labor
cost coverage is available
Regarding
the caliper bracket core returns on order ***:
the customer was given a specific return location on his core return
instructionsThe customer returned two (2) $cores to an incorrect
locationSince the customer failed to follow return instructions and
the cost of correcting his error by forwarding the parts to the
correct return location costs more than the cost of the parts, the
parts were disposed of and no refund is due

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Unfortunately, I did not order the parts incorrectly. I did in fact order the HONDA ACCORD SE parts; but somehow, that order was changed on Rockauto's end. Fortunately the cost of the pars from Rockauto are very low priced. But I should not have been charged for their mistake. I order the parts specifically for a HONDA SE
Regards,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Let Me explain in detail why those two options do not help me
Option 1) Send the part back and wait
It will cost me $+ to have the part removed(I don't want to remove it because I'm not an mechanic.)
The car will be unusableI will have to pay to leave the car at the mechanic premises, incurring storage costs(a day.)
Rockauto does not tell me how long it will take the manufacturer to test the part(A week, two weeks?)
I need my car to get to workI live in the suburbsI commute to workI need my job to pay my bills
I can't afford a rental since I don't know how long it will take to examine the part
Option 2: Buy another catalytic converter while the manufacturer examines the part
Pay another $to remove the defective converter
Another $gone for another converter
Another $to install the new converter
If the manufacturer doesn't find a problem, (Remember the manufacturer doesn't want to get stuck) now I'll have two of them without the issue being solved
They could do a lot better than ignoring this
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,*** ***

On 11/14, Mr*** contacted us to request a full refund for the calipers we shipped himGiven that shipping is not refundable unless the return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns), we asked Mr*** to confirm some details of the parts he purchased
Specifically, we asked if he had 339mm rear rotors and mm front rotorsThe Cadillac CTS for which he ordered parts requires different calipers based on the rotor size (we list options for 315mm sized front and rear rotors as well)He did not answer our questions.We authorized his return despite being slightly passed our day return policyWe explained that we would need to charge a 5% restocking fee and that he would be responsible for returning the partsThe return authorization we emailed him is valid until 11/

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

RE: complaint ID ***
Revdex.com:I have received notification of the promised credit to my credit card account from Rock Auto at 12:PM CST today.I accept this resolution
Regards,
*** ***

On 12/20/17, Ms*** went to our Order Status and Returns page to arrange a return for the rotors and pads she orderedFor each part number she wished to return, we asked if the description and fitment information listed for the part matched what she neededShe replied "No" for each part
number, confirming that these parts were not designed for her vehicleSince she ordered the wrong parts, we offered discounted shipping labels for her returns, and she agreed to have the cost of return shipping deducted from her refundTogether, the price of the parts she ordered was $107.85, and the cost of return shipping was $We refunded her $64.39, accordinglyAs our Help page explains, shipping charges are not refundable unless the return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns)We will issue no other refunds

Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, 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 ***

Mr*** contacted us on 2/to report that the part he received
and installed on his vehicle was not workingWe have no record of a
call from the phone number he provided in his order prior to that
conversationNo employee of RockAuto would tell a customer he should
install a part
which is not correct for his vehicleAs explained on our
Help page, "[i]f a part doesn't fit, don't try to "make it fit" and
risk damaging the part, your car, or yourself!" (http://www.rockauto.com/help/?page=4#Returns)
Our representative offered to contact the manufacturer to help
troubleshoot Mr***'s problemThe manufacturer requested that Mr
*** call them directly
On 2/28, Mr*** called us to report that the manufacturer said Mr
*** needed an entirely different partWe are not sure why Mr
*** installed a part which did not match his original partOur
representative told Mr*** we cannot accept returns of parts that
have been installed or modified, which is also noted on our Help page
(http://www.rockauto.com/help/?page=4#Returns)Mr*** requested
to speak with a managerOne of our managers called Mr*** later
that day and left a voice mail confirming that we cannot authorize a
return for Mr*** because he installed a part he knew was not
correct for his vehicle

On 11/17, Mr *** went to our Order Status & Returns page to report that he was missing one part of his orderWe shipped a replacement and he received it 11/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
That's totally not true my email is always the same I've been in contact with rockauto several times and they keep hanging up on me and there status and return page is a hoax want let me in
Regards,
*** ***

[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 ***, and find that this resolution
is satisfactory to me.
Regards,
*** ***

On 7/13, Mr*** contacted us to report that he did not like the warranty replacement options he was offered onlineHe asked that we provide compensation so that he could purchase components he needed to repair the parts which failedWe offered $30, which he acceptedWe issued his refund on
7/

Mr***’s original order total was $CADAfter canceling two out of stock items, his final order total was $CADThe exchange rate was The RockAuto Order Confirmation showing the original payment, the canceled items, and the final order total is attachedThere was no
shipping adjustment due to smaller items being shipped with larger items; this enabled us to provide combined shippingThere was no duty/tax refund adjustment due to no duty/tax having been assessed on the canceled items initiallyMr*** was issued the difference of $USD ($CAD) as a check on October 15, Due to daily exchange rate differences, the refund we issued was $CAD less than the Order Confirmation showsNo further refund is owed and Mr*** informed me that he has already purchased the canceled items elsewhere

As Mr*** attached Order Confirmation shows, the fuel filter he ordered is Fram part number ***He did not order a Motorcraft fuel filterIf he does not want the Fram fuel filter he ordered, he is authorized to return itTo obtain return instructions, he must go to our Order Status
& Returns pageAs our Help page notes, shipping is not refundable unless the return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns)Since Mr*** simply chose the wrong part, he is responsible for the cost of shipping it back if he wants a refund