Natural Talent

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.]
Regards,
*** ***

Mr***'s warranty replacement options are as stated in our previous messageWe offer no other options

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 company seems to be confused on what I am saying I am not saying they shipped the window damaged I received the window in pristine condition I also returned the window in pristine condition When the window was received in their warehouse it was either damaged by their receiving department or in transit from Fedex Either way, I should not be on the hook, as I returned the window in the same condition it was received
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

We are sorry that Mr*** did not receive the parts he ordered! We issued his full refund on 3/

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
[what I'm asking for is that they reach Westar/DEA in order to let them know that the product is not actually meant for the vehicle/motor they specifiedI would also like rockauto to fix their product catalogue for the drivers side motor mount as it does not fit at all, I had to get the upper bracket custom fabricated to use just the bottom of the new mountAgain I'm not asking for a refund/return, I just want it acknowledged that they sold a part that they advertised as a fit for my vehicleI just don't want this to happen to other customers it's a lot easier to fix the problem before it happens again.... ]
Regards,
*** ***

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

This
customer ordered parts on this orderOf those parts, he ordered
two valve cover grommet seals -as our listing specifies- but needed
valve cover grommetsWe shipped what he ordered, but he does not
need the partsAs our Help
page explains, 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 mistakeThe customer can use the
return instructions previously provided to return these seals for a
refund
He
also ordered motor mounts, one of which he previously reported does
not fit his vehicle and for which he has return instructions and a
prepaid FedEx label for returnWe don't pay shipping unless we make
a mistakeSince the customer seems to have ordered correctly but we
shipped what he ordered (and what the manufacturer specifies will fit
this application), we agreed to cover the return shipping costs for
him for this partIf there are other parts that do not work for him
from this order he's welcome to report and authorize the appropriate
returns through our Order
Status and Returns pageOur 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 do not cover
reimbursement of labor costs, shipping costs or other expenses
(http://www.rockauto.com/docs/warranty.php)
When
the customer contacted us, he asked to be refunded in full for the
order without returning the partsWe declined his request for a
refund without return, but explained that he can be refunded for
items that are returnedWhen the customer screamed and swore at our
representative, she informed the customer that without respectful
communication she would need to end the callWhen the customer
failed to communicate in a respectful manner, she ended the call
rather than continue to be verbally abused

Mr*** ordered parts, a mixture of “premium auto parts” and discounted “wholesaler closeout/private label package” parts (see attached order)We shipped the parts he ordered, none of which were “falsely advertised”The parts shipped from locations, so the combined shipping cost was
$23.79, as shown when he placed the orderHe received the parts he ordered, but it’s unclear why a few of the parts won’t work for this vehicle despite the manufacturer specifying they shouldWe refunded for two parts ($and $1.18) without requiring a return, and we provided a pre-paid return label to return the third itemMr*** told us he accepted this solutionHe has not returned the third itemOnce that item is returned, he will receive a refund ($20.79) for that as well

Here are some photos that will explain my situationI have more including the correspondence between rock and myselfIt would be like ordering a Lincoln and Getting a Ford

On 7/5, Mr*** attempted an order using his Visa cardHe was directed to a page asking him to authenticate his identity, a service called "Verified By Visa"Verified By Visa was created by Visa to prevent eCommerce fraudIf we don't use it they charge us more, so we enrolled in the service
Visa and the customer's bank decide which cards are required to use this verification, and all authentication is done through their website.Later that day, Mr*** placed a new order and chose "Electronic Check" has his payment methodWe authorized his transaction and started processing his order in advance of actually receiving funds from his bank (it takes a few days funds to clear his account and be transferred to ours)He then requested that we cancel his order, which we didHowever, since we did not yet have the funds his bank initially authorized, we had to wait for his payment to clear before issuing his refund (we can't refund money we don't have)A few days later, we received a message saying his payment did not clear because he no longer had sufficient funds to process his order and were charged a $fee.We will not reimburse Mr*** the $his bank charged him for over-drawing his account

On 4/19, Ms*** went to our Order Status & Returns page to report that the part she ordered failed under warrantyThe part she ordered was not in stock, so we asked if she wanted a refund or a store creditShe chose store creditLater that day, she called us to ask if she needed to
return the part she ordered before receiving her creditWe confirmed that she did.Our warehouse received the part she returned on 5/5, at which point we emailed Ms*** her store credit code.On 6/1, an individual called on Ms***'s behalf and requested a refund instead of store creditOur representative informed him that the store credit had already been issued based on the refund method Ms*** chose and that a refund could not be issuedOur representative emailed the same information to Ms***We are sorry if he was less than professional.We cannot refund the store credit Ms *** asked us to issue her for the part she returned in MayShe has been emailed her store credit code and it is good for the next years

On 9/29, Mr*** ordered a clutch kit which noted "Includes Flywheel" in the product descriptionOn 10/2, he contacted us to report that the kit he received was missing the flywheelOur representative determined that the kit was incorrectly described on our website; the price does not include
a flywheelWe offered a prepaid return shipping label to return the part for a full refundHe asked that we cover the cost of next business day express shipping if he placed a separate order for the part he neededOur representative offered to cover business day express shipping, which Mr*** accepted.On 10/3, Mr*** contacted us because the part he needed was not availableHe requested a refund of the express shipping he paid for the kit he originally orderedWe offered to refund the difference between next business day express shipping and Ground, which is $He accepted our offerWe issued his refund on 10/We offer no further refundsOur website has been corrected to no longer note the inclusion of a flywheel

We are sorry Mr*** did not receive his parts when he hoped! We provided him return instructions and a prepaid FedEx return shipping label to return his partsWe issued his full refund ($223.13) on 3/

We are not sure how we can help Mr*** furtherWe have already explained how he can invoke his part's warrantyHis most recent response indicates he understands our warranty replacement process, and plans to move forward at some point in the near futureGiven that he appears to have no other concerns, this response concludes our correspondence with Mr***

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 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,
*** ***

On 1/21, Mr*** went to our Order Status & Returns page to report that a part he ordered did not fitWe authorized his request to return the part for a refund and provided return instructions.On 1/30, we attempted to issue Mr*** refund but could not because he had since filed a
dispute with PayPalWe asked him to end his dispute, which he did and we confirmed on 2/19.On 2/23, we again attempted to issue Mr*** refundHowever, we determined that he disputed the credit card transaction which funded his PayPal purchase with usConsequently, PayPal permanently locked the transaction, preventing us from issuing a refund.As a merchant, we have no say in this mannerIn accordance with our merchant agreements, we can only refund the initial payment method chosen for an orderAnd since PayPal has locked our ability to do so, we have no way to issue the refund Mr*** requests

We are sorry that Mr*** received a caliper with a defective screw.On 1/27/2018, he ordered a caliper using a part number he found (as opposed to one listed on our catalog for his vehicle).On 2/26/2018, he went to our Order Status & Returns page to report that part was
"Broken/Defective/Warranty"In his report, he noted that "The part broke while it was being installed"He also noted that he attempted installation on a vehicle for which the part is not intended to fitSince warranties apply only to the vehicle for which the part was listed in our catalog and on which the part was originally installed, we denied his request for return authorization.Later that day, Mr*** told us that "the part is broken when I tried to unscrew it BEFORE I put it on the vehicular." In other words, he detected a problem with the part he received, but installed it anywayAs our Help page notes, we do not accept returns for parts that have been installed (https://www.rockauto.com/help/?page=4#Returns).We will not refund Mr*** $for a part he chose to install on his vehicle despite knowing that it was defectiveHad he contacted us prior to installation, we would have replaced the part for free

We're
very sorry that we were out of stock of this part! The order was
canceled upon the customer's request, and as our representatives
explained multiple times and as our Help
page explains (see below) we charge a credit card when an order
shipsThis customer's card was never charged since
the order never
shippedRockAuto has not and will not capture funds, and it's up to
the customer's bank to release the authorizationWhen
you click "Place Order," we ask your bank to approve the
card information and the order totalIf your bank authorizes the
transaction, but your order won't process, we'll automatically send a
"void" request to your bank within hoursThe void
request explains that we will not charge your cardSome banks
put an immediate "hold" on your account in response to an
authorization request, but will wait hours or days to process a
"void." Pending authorizations are temporary holds by your
bank, not RockAuto, and your bank is responsible for releasing the
funds back to you

We
accept returns within days, as our Help
page explainsIf we make a mistake and the problem is reported
within days, we can offer a return for replacement or full refund
Our Help
page also explains that Wholesaler Closeout parts have only a day
warranty
This
customer ordered
a wholesaler closeout part in April that our
part listing stated in the part description is for vehicles with a
specific manufacture dateThe customer didn't report a problem until
July 2015, when he reported that his vehicle's manufacture date does
not meet the specifications for the part he orderedIn other words,
he ordered without
matching relevant details in the part listing with his vehicle's
specifications, then waited until well outside our return window to
request a returnIf the customer didn't understand a component of
the part listing, he could have contacted
our customer service representatives prior to placing his order
Considering
the part was misordered and beyond the day return limit for the
parts ordered, we initially declined the returnHowever, considering
the customer pointed out a detail that allowed us to update our
catalog, we allowed an exception to our policy by offering the
customer a return for store credit, minus a restocking feeSince
both the customer and RockAuto hold some responsibility for the
fitment problem, we feel this exception to policy is appropriate and
fair to both parties involved

[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.comWell since they don’t want to look into the situatian and now want the correct part back also I will gladly send back and never do business with rock auto ever again.if they had any customer service I never would have taken this route.
Regards,
*** ***