Natural Talent

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

As our warranties page notes, Warranties offer only replacement: no cash refunds (https://www.rockauto.com/orderstatus/)

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

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,
*** ***

On 12/13, Ms*** placed an order to have parts delivered to her homeAccording to her FedEx tracking number, ***074419,
her parts were delivered to her home on 12/On 12/16, Ms***
informed us that her package was stolenShe also informed us that she
contacted FedEx prior to
delivery to ask that her package be held for
pickupShe requested a refund from RockAuto because this did not occur
We do not know why FedEx did not honor her request, but we cannot offer
a refund for parts that were delivered to the address she requestedAs
a retailer, we do not offer compensation for theftWe are sorry Ms
***'s parts were stolen, but offer no refundWe recommend that Ms
*** report this crime to local law enforcement to receive assistance

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

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

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

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***

Mr*** placed his order on Saturday, 5/21/16, and we shipped it in packages on Monday, 5/23/FedEx tracking shows delivery on 5/25/and 5/26/Mr*** told us on 6/20/that he did not have themFedEx told us they can only trace lost packages for calendar days past the
delivery dateBased on the tracking showing delivery confirmation, and the length of time it took Mr*** to report a problem, we can only conclude that FedEx successfully delivered the packages and they later went missingA manager contacted Mr*** on 6/24/16, encouraging him to file a police or insurance report if the items were taken from 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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.Rockauto continues to evade the question that wrong part was suggested to us by the service agent! They need to pick up the part, pay for shipment and issue a full refund!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

We are very sorry that Mr*** did not receive the abutment clips (which is what we assume he means when he says "shims"; his brake pads do not come with shims) with the brake pads he ordered and that one of the replacements we sent him was wrong.We also agree that asking him to return the
pads and clips he received and installed for a refund is unreasonableWe don't sell just one of the abutment clips he needs, so we will send another set of abutment clips, which should provide what he needs to finish his repairWe will email tracking when they shipHe may keep the clips to use as spares or discard them

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.Yes, all the statements are correct except for the fact that "item was installed"As stated before that the initial order, was ATTEMPTED to be installed but couldn't. Secondly, said item was deemed to be incorrect due to the inconsistency of the part number on the part vs part number on the box, also, I did measure the diameter of the hole was a different to the original part.Rockauto did issue a second part, which was exactly the same as the first (part numbers on the different to p/n on box).I then went ahead and place another order for the same type item but from another manufactureThis one lined up perfectly.All I'm saying is that the unit wasn't able to be installed and I'm requesting my refund.Come one let's be fair here. Regardss,
*** ***

The fist image attached shows the response we received from PayPal's automatic refunding system (it's an API-based system available to merchants who have customer's who frequently use PayPal)As you can see, the transaction was refused because "transaction already has a chargeback filed."The 2nd image attached shows what happens when we attempt to issue Mr*** refund while logged in to our PayPal accountAs you will see, PayPal "can't process any refund at this moment due to technical reasons."What we have explained to Mr*** is trueWe cannot refund his money because PayPal won't let us and our merchant agreement prevents refunding in another means (like a personal check)

Our original response already adressed that:"Mr*** purchased a return & rebuild service for his throttle body on 6/25/16, and paid for the $order with a gift card ($128.76) and PayPal ($44.03)I have attached the Order Confirmation here. He sent his part in to be rebuilt, but his throttle body was not rebuildableWe returned the part to him and issued a full refund of his order to his original payment methods on 7/1/16."

The reasons I am rejecting Rock Autos responce is because after Fed-X contacted them to let them know it was undeliverable, I sent them corasponcance stating I have a physcial address as well as mailing and I also explained whyI live on a conner lot: Bookasta is my mailing, Saint Anthoney Ave is our physcial addressI got ahold of Fed-X gave them tracking number, they tracked it which took some time because for some reason the address on package ended up being some where on Desert Knolls which I have no clue how they got that, I was tossed back and forth between Rock Auto out there in Wis.and Fed-X here in Calif.for at least and a half months...Finally package found and was suppose to be mailed backto wearhouse and I would get my money backso now it sits in a wearhouse in Maryland which they say they have no wearhouses' in Maryland yet their web site says other wiseI have really had no help with this and I feel Like I am being ripped off by this companyI don't make millions of dollars a year, hell I don't even make enough in a year to file for a tax refundI don't understand why the company won't just send Fed-X a wavier on their letter head stating whatever it is the will give Fed-X the power to Pay me and let them deal with it.Why would Fed - X tell me to do thisCould it be they are in the wrong???Just give me some guidance in order to get this handlePlease. Thank YouSincerly,Ms*** ***

We do not know why the motor mounts he puchased did not fit Mr***'s carThe manufacturer insists the part should fit, and we've sold it to over other customers with simliar vehicles without complaints

Mr*** has provided no new informationWe honored the warranty return he arranged on our website by refunding him for the part he returnedWe offer no other refundsThis response concludes our correspondence with him

Mr*** ordered Nastra brand semi-loaded brake calipers which include the caliper and hardware, as specified in our online catalogBrackets are supplied and mounted where applicableIn the case of brake calipers, "where applicable" applies when the bracket is part of the caliper and cannot be
replaced separatelyWhen the bracket can be removed from the caliper, it is not includedWe're sorry he misunderstood Because Mr*** placed a new order for Centric brand calipers with the brackets to replace these Nastra brand calipers, we provided return instructions for the Centric calipers with a prepaid shipping label and will issue a full refund once the parts are returnedWe have updated the catalog to specify that these Nastra calipers are sold without brackets to prevent any future misunderstanding