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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, *** ***

As stated in our previous response, we will refund Ms [redacted] for her other part if our warehouse reports that they received it.This message concludes our correspondence with her

On 3/12, Mr [redacted] went to our Order Status & Returns page to report that he received the wrong belt drive component kitWe authorized his return and provided return instructions along with a prepaid FedEx return shipping labelWe will issue a full refund for the parts and the amount he paid to have them shipped within business days of returning them

On 10/19/17, Mr [redacted] ordered four ÜRO PARTS brand control arm bushings, part numbers and 9465971, and two FLENNOR brand ball joints, part number FL817D On 11/24/17, Mr [redacted] visited our Order Status and Returns page to arrange a return for the control arm bushings he ordered First, he arranged a return for ÜRO PARTS 8630604, indicating that this part suffered from a manufacturing defectWe issued a full refund for these bushings, and shipping, the same dayNext, Mr [redacted] arranged a return for ÜRO PARTS 9465971, indicating he did not want these bushingsWe provided return instructions and a discounted shipping label for his return When he generated his return shipping label, we showed Mr [redacted] the cost of return shipping, and he agreed to have this cost deducted from his refund (see the example below): He returned the bushings, and as he requested, we issued a store credit refund for their price, on 12/As our Help page explains, shipping costs are not refundable unless the return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns) On 12/18, Mr [redacted] initiated a warranty claim on our Order Status and Returns page for the ball joints he orderedHe did not finish filling out the claim form onlineWe are sorry if he is having an issue with his ball jointsHe is welcome to complete this process on our website if one of these parts suffers from a warranty defectWe do not offer customer service by phoneHowever, as our Warranties page explains, warranties cover replacement only (http://www.rockauto.com/docs/warranty) Mr [redacted] was refunded appropriately for the bushings on his orderTwo of them were defective, and we refunded his shipping costs for these parts in accordance with our return policyThe other two bushings were simply unwanted, and we offer no refund of shipping costs for these bushings

On 5/27, Ms [redacted] went to our Order Status & Returns page to report that she ordered the wrong partsWe authorized her returnWe are not sure why she chose to obtain a shipping quote from UPSIf she clicks "Get A Return Shipping Label From Us" on the Order Status & Returns page, she can generate a prepaid FedEx return label, the cost of which will be deducted from her refund ($17.05)

In reviewing the order, Mr [redacted] t purchased a passenger side axle listed with an overall compressed length of 24-5/16" and reported on our Order Status & Returns page that it was too longThe photo he provided shows that the new part is longer than the original partIf he needed the shorter 22-1/2" shaft, the passenger side was also ordered incorrectly and RockAuto will not cover any shipping costs

Mr [redacted] has no claim against RockAutoWe sold and delivered the engine he ordered, and upheld the warranty provided by the manufacturer, ATKIf he disagrees with ATK's decision, he may contact them directlyWe will uphold whatever decision ATK makes with regard to Mr [redacted] 's engine warranty (which includes their current decision to deny his most recent claim)

This is the second order the customer has reported a problem withThe first time, a part failed under warranty and we assisted him through the manufacturer's part-for-part replacement warranty As an online retailer, we provide the relevant information necessary to correctly order parts through our siteOn this order, the customer purchased fuel injectors that our site specifies are for vehicles with a flow rating of 40lbper hourThe customer reported this specification does not apply to his vehicle, so we would not expect this to work for him (He has indicated we do list others that specify different details that apply to his vehicle, so he is welcome to place a new order for those if he'd like.) As our site explains, since the customer ordered incorrectly and then installed the parts, they are not returnable

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] [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 Meanwhile the business went above and beyond expectations, I am very satisfied with their approach Regards, [redacted]

On 11/2, Ms [redacted] (or someone on her behalf) went to our Order Status & Returns page to report that she received the wrong partShe refused to answer questions which would allow us to determine the problem, so we limited her return form to providing a brief description of the problemShe noted "Shipped wrong part wont fix car and want my money back and a shipping label to ship this back."On 11/3, she emailed us asking to return her partBecause 2004-Chevrolet Malibu's come with different exhaust systems based on the trim of the vehicle, we asked her for her VIN (to verify the make, year, model, engine, and body trim of the vehicle) and to verify that the part received is what she expected (by matching the part numbers to what she ordered)She refused to provide any of the information we requested.On 11/7, she contacted us again to report that she owns a Chevrolet Malibu, which the part she ordered is not intended to fitWe authorized her return and provided return instructionsHowever, as our Help page notes, shipping is not refundable unless we made a mistake (http://www.rockauto.com/help/?page=4#Returns)Since Ms [redacted] refuses to confirm what she received, we can only assume she received the part we intended to send her (her comments that she received a 2006-are spurious; the part she ordered fits Malibus of a particular trim from 2004-2008)We will not refund Mr [redacted] for the part she ordered until she returns it, which she is authorized to do until 12/(noted on the return instructions we have already sent her and that she can access on our Order Status & Returns page)She must return the part at her expense.RockAuto does not have customer service over the phoneWe have not employed someone by the name of Jason in many years

I agree Rock auto does beat competitors prices sometimes and ship you intial order in a timely manner, when it comes to returns and reshiping that's where the hassle comes inNot to mention more than half of my orders I had to send back due to damages or incorrect items then they tell...oh we no longer carry the item you need or we have to refund your account sense the item you need has be discontinuedThis order has been the worse of them all I've been call in their cutomer service number for days and each time I've been over talked, rushed, then they hang up in my face when all I want to know is how to correct an order in which Rock auto does not provide help, instructions or options to choose from for correcting my resent orderI really wish rock auto employees would treat their valued customers as such and not as a number waiting in lineRock auto has helped me in the pass as well as caused me some hardship but I hope we can resolve theses issues so that I can continue to be a valued customer thanks for your time

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 Sorry I didn't see that response Im not happy with the response they should have sent my product back to me not at my expense when they first sentvme tge partial wrong productI should be compensated some form of fashionThat is bad businessThey are gaining on both endscand the customer is losingHow do I know they destroyed the product? I have no way of knowing thatSo my money is just gone done the drainThe company is a fraud 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 me, the bottom line is: I paid in full but received a damaged part, the business should do compensationsI believe this is a basic rule for any business Now the business refuses to do anything, I will not accept it Regards, [redacted] ***

On 6/15, Mr [redacted] ordered a Monroe Strut/Coil Spring/Mount AssemblyThe part is advertised as a replacement for the original ride quality of the vehicleWe don't know how Monroe achieves the original ride quality, nor is the charge of the strut (hydraulic or pneumatic/gas) noted in the product description.On 6/21, Mr [redacted] arranged a return on our Order Status & Returns pageWe authorized his return and provided a prepaid FedEx return shipping labelWe noted that the cost of his return label would be deducted from his refundHe used that label to return his partWe issued his refund 7/We will not refund Mr [redacted] 's shipping charges as we shipped the part he ordered, which is advertised correctly

Mr [redacted] ordered headlamp adjusting screws for a Chevrolet KPickup with rectangular heads, as shown in our online catalogThe screws on his vehicle have square heads, so he ordered incorrectlyBecause Mr [redacted] has placed many orders with RockAuto and given the low part cost of $2.36, we offered to issue a store credit for the cost of the screws as a courtesy without asking him to return the partsMr [redacted] agreed to this offerHe used this store credit towards the purchase of a drive shaft on our site, but then disputed the PayPal payment for the headlamp screwsMr [redacted] later disputed the PayPal payment for the drive shaftWe explained that we would be unable to process any future orders until these disputes were closedMr [redacted] responded with profanity and threatsNo merchant takes the decision to turn away business lightly, but Mr***' behavior is telling us that our parts aren't what he needs to get his jobs finished and we cannot afford the cost of future arguments

[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 They have contacted me and the issue has been resolved Thank you for your assistance! It's a shame I had to go to this process to get them to help me I will still, never order from them again Regards, [redacted]

We have nothing further to say to Ms [redacted]

The first line of the customer's submission refers to order [redacted] , on which a catalog error was discovered and the customer was refunded in full (including all shipping) for the return On Tue 9/1/after AM CST, this customer placed order [redacted] and selected Next Business Day Express shipping, which our site told him would be delivered on Thursday 9/3/We try hard to ship orders the same day, but the final checkout page of our site does ask for hours to process and ship ordersFor any order placed after 8am CST, our site assumes shipment the following business day (as occurred with this order)We like to be clear about delivery expectations, which is why we include a "You should receive by" date during online checkout based on the shipping method chosen The order shipped on Wednesday 9/2/15, and was delivered the next business day from shipment on Thursday, 9/3/– on time as specifiedNo refund is due

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 belowThere was never a solution offeredThe RockAuto customer service representative (s) lied multiple times and have continued to lie throughout this complaint processFor example, I was told that they had contacted the shipper directly, but this never happenedThe shipper confirmed this and gave me a reference number to prove my contention that the RockAuto team is extremely dishonest and highly disrespectful [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]