Natural Talent

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

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

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

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

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

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

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

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

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

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,
*** ***

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

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

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)

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*** ***

On 1/18, Mr*** went to our Order Status & Returns page to report that the Rack & Pinion Complete Unit he purchased on 7/16/failed under warrantyWe offered to replacement options:Place a new order for the same part number online, then return the defective part for a refund of the
new orderThis option is the fastest way to obtain a new part -- even before you take the bad part off your vehicle.Send the defective part back in exchange for a replacementThis simpler option avoids the need to pay for a new part and wait for a refund.He chose the first option, for which he has already received authorizationOur records show he has yet to purchase his replacement part.As our Warranties page notes, warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs, or other expensesMr*** may replace his part using the authorization he obtained on our Order Status & Returns page on 1/He may not return his part for a refund

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
I have returned 100% of all the products I bought from Rockauto.comI expect a 100% refund of my moneyThey have already said they received the product backThey are just cross shipping between warehousesThat is an internal issue and not my problemI do not care where they want to store there productsThe fact is they received all the products back
Regards,
*** ***

I apologize for the frustration Mr*** has experiencedHowever, as our Help page explains, we do require the original, unmarked manufacturer’s packaging for returnsWe were able to make an exception on his previous return and allow the warranty return without a box, but are unable to make an
exception nowMr*** may contact us directly to make arrangements to have the part returned to him, at his shipping expense

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,
*** ***

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."