Natural Talent

On 12/7, Mr*** went to our Order Status & Returns page to
report that the two fuel tank caps he ordered were defectiveIn his
report, he indicated that he ordered them for a vehicle for which they
are not intended to fitAs our Warranties page explains, warranties
apply only to
the vehicle for which the parts are listed on our catalog
and on which the parts were originally installed
(http://www.rockauto.com/docs/warranty)We denied his return request
On 1/3, we learned that Mr*** meant to report that one of the fuel
tank caps he received was the wrong part in the right boxWe refunded
him for that part a few hours later

[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 4/22, Mr*** contacted us to request return authorization for parts he purchased 3/because he was unable to obtain authorization online (he was passed our day return policy)We, on occasions, told him we will not accept returns passed days.We regret offering Mr*** such a rigid
answer when he first brought his problem to our attentionUpon further inspection, Denso lists part number incorrectly for his BMW 4.4L, so the part should not have been offered as an option when he first placed his orderHe may return to our Order Status & Returns page where he will find return authorization for his purchaseHe may also generate a prepaid FedEx return shipping label to return the part at our expense for a full refundWe apologize for the inconveniences we caused himWe will correct our catalog shortly

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]wow, it truly is mind boggling of how Rockauto chooses to treat their customersThey admit to their screw up and yet at the same time did not offer me express shipping to fix their screw up the first time, only to offer it the 2nd time they crewed up on the same orderFrom what I gather from Rockautos response, they do not care for the wasted time they have caused or the extra amount of money I had to spend to keep getting to workHere I am asking for a mere $shipping refund for their screw up, but I guess they would rather me make sure to steer future customers elsewhere.
Regards,
*** ***

We're sorry that MsVande *** did not receive her package when she hopedShe ordered on 12/4/17, and chose Priority Mail shipping, with an estimated transit time of 2-business daysHer shopping cart and checkout screen, respectively, showed an estimated delivery date of 12/We shipped her
order on 12/4, and she received it on 12/14.We are not sure why the United States Postal Service took longer than anticipated to deliver her package, but Priority Mail does not offer guaranteed delivery datesMoreover, as our Help page explains, projected delivery dates are estimates by the carrierWhile usually accurate, these estimates are not guaranteed by RockAuto (***)We offer no billing adjustment

[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 below.Rock Auto still refuses to acknowledge their advertising of these parts They are a reseller of OEM and aftermarket auto parts. They resell parts from hundreds of manufacturers for hundreds of different models of cars spanning decades. They have a mistake in their system, refuse to acknowledge it and refuse to refund shipping charges as a result of their advertising I specialize in one make and model of car: The third generation Buick Riviera This generation was produced by Buick from to and all use the same hinge design Simply stated: Rock Auto falsely advertises and sells door hinge pins for a Buick Riviera that will not fit on a Buick Riviera. Their assertion that the problem lies in me having hinges on my car can be dispelled by looking at the photos attached of hinge design between the two different generations. Fact: Rock Auto falsely advertised parts on their website as being compatible with my car when they are not
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. Rock Auto made a full refund on the part and I am completely satisfied with the resolutionThey also send a discount coupon for future useAll is good from my endCompletely satisfied.*** * ***

I own a Honda Civic EXThe engine and transmission are located in the car as the engine is on the right side of the vehicle, the transmission is located on the left is of the vehicleThe mount that I ordered was listed as the left front transmission mountThe part I received from Rock Auto was a right front motor mountTheir response was that I ordered the wrong partThey stated that I needed to order a motor mountWhy would I order a motor mount for the transmission? When I spoke to two of their customer NO-service persons, they both acted as if I was stupid and had no clue about what part I needed for my carI believe that Rock Auto's return policy is that the customer is always wrong, no matter the circumstances, so that Rock Auto does not have to pay the return shipping on any part that they sell

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 ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The statements made are incorrectI did try to make contact with the business the day before by phoneI called and spoke with a receptionist who explained that there were customer service representatives present, but as a matter of company policy at no time under no circumstances is any customer allowed to speak directly with a customer service representative, and that she is under strict instructions that there can be no exceptions to this policyShe explained that I would have to find a way to contact them through the web siteShe could not give me an email address, but only instructed me that somewhere on the website there would be a linkIt took a while but I did find the link and send the emailI did eventually find the email link and sent an emailThe next day I sent another emailIn both cases I explained what happened and just wanted my money credited backWhen someone did get back to me they explained that they were going to contact the shipper and find out where it wasI explained that it appeared that the shipping label had been generated but that the part never left the warehouse, and that I did not want the part I just wanted my payment refundedThe next response I got was hours later after their warehouse located the part and shipped itIn that response they acknowledged that the warehouse had lost the part, found it, and shipped itThey did this knowing I repeatedly specifically did not want the part shipped and wanted my money refundedI have emails from rockauto showing that this to be the caseThe response given by the company includes statements which contradict information found in their own email documentsThey did finally refund my money on the 14th of April days after they charged me, days after I made them aware of the mistake and asked for my money backThere was absolutely nothing preventing them from refunding my full purchase amount on the 7th of april and every day between the 7th and the 14thThey intentionally sat on my moneyIt should not be the case that customers need to contact the Revdex.com in order to get money refunded for orders they failed to provideThis company has a out of rating out of over reviews https://www.resellerratings.com/store/RockAuto and still maintains an A rating with the Revdex.comIf this is the case that a company that has a policy against speaking with customers, and intentionally looks for ways to keep money for goods and services they did not provide, and knowingly provides statements in an effort prolong refunds, then I'm not sure what and "A" rating is suppose to mean to consumersLong and short I paid them for something that they didnt sendi asked for my money back and instead they shipped me the product knowing I didnt want it and I had already found a replacement in an attempt to keep the money they had already taken in exchange for the productI got my money back, without interest I might add, but only after contact the Revdex.comHad they been honest in their response to my complaint I might have responded differently, but their deception makes me believe their actions and deception are part of the way they choose to do businessso I have my money back, but I cannot allow the way this was resolved in anyway indicate to others that this business is safe to do business with.
Regards,
*** ***

Our initial response addresses her first and second responses: "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 (http://www.rockauto.com/docs/warranty.php)." She did not bring up any new information or ask a new question, so I'm not sure why the Revdex.com thinks RockAuto's response will differ

Mr*** has provided no new informationThis response concludes our correspondence with him

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
Rock auto's response is a slap in the faceAbsolutely no communication regarding items not received by customer service over the phoneI was informed they had one of the items and I requested to receive the item. I guess they put a "tracer" on the part and issued me an email with no explanation. They sell at cheaper pricesMaybe they should invest in educational courses for their staff to improve outcomesAs a physician who oversees several employees and whom deals with consumer complaints I can say that rock auto's feedback is disappointing. What was I expecting?This was my third and final bad encounter I had with this companyI will avoid this company going forward. 1st: item shipped although I requested it not be shipped.2nd: rock auto customer service suggested to me that I did not buy an item from this company.3rd: items not shipped and Rock auto issues a refund without trying to make the situation right and track the item down or replace the item.Disappointed and dissatisfied.Can this be posted on the public website?
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]This is an answer which is not expectableI called the manufacturer and they haven't had the Item pictured in over yearsIf the company wont keep their items up to date then they should take responsibility for their own mistakeAll items should have a disclaimer in the actual picture, stating that item may vary from actual productTo me its bait and switch. Again, buying an Amani suit on line and getting a Hugo Boss is how it equatesThey may do the same thing but are differentThe item sent had a different part number than I orderedI had to go on Ebay and pay times as much to get the correct bulbsThe fact no cus***er service people will answer the phone is inexcusableI even called and left a message for the President and still no phone callAlso, when I typed in the information, the system changed my responseThey need to own up to their mistakeI spend a lot of money with them, from a cus***er service stand point, they should take care of the matter and be doneIt's irresponsibleMy family owns a million dollar a year home building company and we always make sure our cus***ers are happy and we have NEVER had a Revdex.com complaint in the entire years of doing businessI got back on a return, which wasn't even my faultWhen the fault is mine I don't mind payingI also received a part that was defectiveI paid double labor to R/R the part and still I had to pay for the labor and an extra shipping chargeDid I complain about that extra shipping charge, NOThey need to be respectable and do the right thingThey are trying to make bigger profits, so they have done away with any actual speaking cus***er service agentsThey will end up being their own demiseIf I had been able to actually speak to a representative and they had told me they couldn't guarantee that the product may not be as pictured, I would have not even thought about buying themThe fact that the President didn't even have someone contact me really show their lack of distain for their cus***er baseIf you look on the pictureIt is exactly what I ordered yet, the part number had been changed with a decal part number and under the part number was the original part numberThis wasn't the part number that I orderedIf they sent out a different part number than I ordered, then to me that null and voids the disclaimer.( the one that isn't visible to anyone except an attorney)For me its the principle not the moneyNow, I want my money returnedI ordered by the part number and the picture not just the pictureI was sent a different part in the original box with a different part numberIf you look the part looks correct but the part number tells me otherwiseHow would I have ever been able to know this? They should have sent me a notification sayingThe part number has changed from the original and the part may look differentDo you want to proceed? I would have canceled the order and spent more time looking for the correct partI did after I sent these back
Regards,
*** ***

On 6/30, Mr*** contacted us to report that he did not receive the parts he ordered 6/We told him we would follow up with our warehouse to investigate the problemWe are sorry our representative did not get back to himHe contacted us again on 7/because he still had not received his
partsWe asked him to report the problem on our Order Status & Returns page, which would prompt a trace with the carrierOn 7/14, we concluded his trace and issued a full refund because we did not have replacements to send him.Our Order Status & Returns page (http://www.rockauto.com/orderstatus) can provide immediate solutions 24/7, without the need for multiple emails or waiting on holdSelf-service helps keep our prices low for everyone

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
Rock Auto is once again attempting to defer resolution. They have already signed a USPS certified packet (receipt copy attached) containing all of this information and know exactly what order number this complaint refers to. As they already know, the order number is #billed to my wife Donnis ***. A copy of the emailed shipping confirmation from Rock Auto is attached
Regards,
*** ***

This customer ordered rotors that our
site specifies are for European market vehicles, but he does not have
a European market vehicleOur Help
page explains what the flags in our catalog indicateAs 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 we shipped what the customer ordered but
the customer ordered for a vehicle he does not have, he can return
these rotors but shipping is not refundable

As Mr*** attached Order Confirmation shows, he ordered a tailgate for a FORD F-4.9L L6, which will not fit the F-he ownsOn 9/25, he went to our Order Status & Returns page to arrange his returnWe provided return instructions to return the part for a refund
However, and as our Help page notes, shipping charges are not refundable unless the return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns)As the return instructions we emailed Mr*** note, he has until 10/to return his part for a refundHe is responsible for the cost to ship it back to us

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 would have loved to reply to their response, however I was unawarethey made one until I got this notice that I didn't replySince Ididn't know it was there, I didn't reply.I don't know if you will do anything about it, but I will reply now.Their reply is a lieIt does not address the complaint even.0000000000000000001%It is simply their same excuse stated again withdifferent words.As for;*After entering his payment information and clicking "Place Order", ourwebsite showed him the following message in bold, red font at the top ofthe Checkout page:"Destination address has changedPlease verify that the shipping methodyou wish to use is selected, then click 'Place Order' to continue."*This never occurredIt did not happen for one simple reasonTheaddress DID NOT CHANGEI'll say that one more time, the address towhich it was shipped is exactly as it was entered the very first time ontheir site and didn't change at any point in the processAlso, if ithad given this prompt, I would have closed the window and gone elsewhereto shopI most certainly wouldn't have finished placing the order.Once more, for the sake of clarity; I completed the form, including theaddress, which I did not, at any point changeAFTER entering theaddress, I selected the shipping method (during which, it did change thetotal several times to reflect the option I clicked on, and after whichI checked to make sure it was correct for the option I picked)AFTERpicking the option that I wanted, I verified that everything lookedright and then clicked the button to finalize my order, it went to theprocessing screen, and ONLY ON THE ORDER CONFIRMATION SCREEN WAS ANYCHANGE IN SHIPPING COST SHOWN.They have not addressed the complaintThey have not addressed thattheir system could even in the remotest possibility could ever be in anyway flawedNot only does their system NOT have to jack up the price onshipping (as no other retailer EVER has forced me to use their expensiveshipping option just for putting a PO Box in the second line so I canactually get the package when the seller cheaps out and uses SmartPost)and force the buyer to be overcharged, whether they ask or not, but thatit is apparently capable of doing so without asking for approval (orcontinuing on on its own without receiving approval) needs to addressedas wellNot only this, but there is a very real difference betweenhaving shipped and having printed the shipping labelsWhen I contactedthem initially, they had ample time to cancel the order, but used theexcuse that it had "shipped" to refuse.I have done a large amount of business with online retailers, and I havenever encountered the chain of excuses that has come from this business.I have never experienced such a total lack of concern over ripping off acustomerI have never before encountered a system that makes changesand charges a different amount than authorized which garnered absolutelyno concern whatsoever from the owner of said system.Clearly, RockAuto has no integrity and will simply continue to lie,cheat, and swindleThey won't bother to fix their system, and will onlyblame the customer and lie when this happens againClearly to them,stealing $from a customer is more important to them than thethousands of dollars of business they have lost to competitors from myshop aloneSadly, in sharing this story with clubs and other shops, Ihave heard similar stories and absolutely nothing good about their"customer service."Thank you,*** ***