Natural Talent

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

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

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

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

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,
*** ***

On 1/15, Mr*** ordered a CarburetorOn 1/20, he went to our Order Status & Returns page to report that he ordered the wrong partWe authorized his return and provided return instructionsWe asked if he wanted a refund or store creditHe chose store creditWe issued his store credit on
2/2.On 8/24, he contacted us asking for a refund instead of store creditWe explained, as our Help page does, that parts may only be refunded within days of purchase (http://www.rockauto.com/help/?page=4#Returns)We are sorry for Mr***'s circumstances, but we cannot refund him for a part he ordered and returned more than months ago, for which he has already received the store credit he requested

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

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***

Since Mr*** has provided no new information, our position stated in our previous response remainsThis message concludes our correspondence with him

We are sorry Mr*** chose to install the shocks he ordered using his vehicle's original installation hardwareHad he not done so, we would have provided free replacements or a full refundWe have nothing further to say to Mr***

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/

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

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

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

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

[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,
*** ***

On 1/24, Mr*** contacted us to request return authorization for wiper motor which failed under warrantyWe provided return instructions to return the part for a free replacementHe asked for a refund insteadWe explained, as our Warranties page does, that warranties offer only replacement
of the defective part with another part: no cash refunds (http://www.rockauto.com/docs/warranty)As a concession, we offered store creditHe returned the part on 2/and we issued his store credit on 2/We will not switch his store credit to a refund.We need a record of Mr*** purchase, therefore we will not delete his name, address, and contact information from our recordsWe don't store credit card numbers, nor do we ever ask our customers for their social security number or ageWe have removed him from our mailing lists

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 will accept the refund of $for the shipping and the 15.5% discount of $for the part, for a total refunded to my credit card of $and consider the matter settled. I hope this will resolve this, I have ordered thousands of dollars of parts from Rock Auto and never had a problem until now
Regards,
*** ***

Mr*** ordered a rotor & brake pad kit on 5/11/and set up a return on 6/1/using our Order Status & Returns pageWhen offered a choice between Refund and Store Credit, he selected Store CreditWe issued the store credit as requested on 6/9/Mr*** contacted us on 7/15/
requesting to change his Store Credit to a refundDue to his selection online and the time that has passed, we will not void his store credit to issue a credit card refund instead

Our records do not show that Ms*** requested an exchange for the correct parts for her carIf she did request an exchange, our representative would have told her that RockAuto does not offer exchangesHad she reported her problem within days of purchase, she would have been told to return the parts she ordered incorrectly for a refund and to place a new order for the correct parts at any timeHowever, since Ms*** did not contact us within days of purchase, she may not return the parts she ordered incorrectly for a refundShe is welcome to purchase the correct parts at any time