Natural Talent

Mr*** ordered brake parts on 11/11/at 09:AM CSTOur Warehouse marked his order as shipped on 11/11/at 12:PM CST.Our Order Status and Returns page shows customers the changes that can be made to their order at every stage of the order processAs our Help page explains: "If you
do not see an option to make the change you need, your order is too far along in the shipping process to change it" (http://www.rockauto.com/help/?page=4&qsearch=change#CHANGEORDER)On 11/at 12:PM CST, our Order Status and Returns page no longer displayed the option for Mr*** to cancel his orderWhen he visited this page, on 11/at 11:PM, he attempted to arrange a return, but canceled it shortly thereafter.He emailed us that evening, at 11:PM CST, requesting that his order be canceledWe replied on 11/that this change could not be made since his order had shippedMr*** replied pointing to the fact that the tracking number for his shipment (834774710670929) had not updatedHe indicated that we could cancel his order and refund him as he requested, since only a label had been created, and his order had not shippedOur policy in reference to his request is clearly stated above, as it is also stated on our Help pageWe were not able to honor his requestAs a courtesy, we explained our shipping process in order to demonstrate why our policy functions as it does:"Once a label is created the package is placed on a pallet with other orders and wrapped in plasticThese pallets are located at the docks where the carriers come and load all of the pallets onto their trucksIn order to cancel your shipment our warehouse workers would need to stop what they are doing, unwrap all of the pallets containing thousands of orders, and dig through the packages until they find yoursThis would result in delays for the rest of our customers and we still might not find your package by the time the carrier arrives to pick up the pallets."If Mr*** does not want his parts, he may arrange a return on our Order Status & Returns page

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

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

Well if my new evidence showing the website is still listing the part for an incorrect application is insufficient than yes I will gladly end communication and leave a negative reviewNot sure what part about being sold for an incorrect application isn't clearAlso, when a unit that is supposed to be sealed from the elements is sold with a defect allowing water damage to the internal parts is overlookedClearly a business that doesnt deserve my moneyThey informed me earlier that they contacted the manufacturer and confirmed the part is the correct application for my vehicle, but when I contacted the manufacturer they informed me that it was a different voltage and would not work for my application, I doubt they honestly contacted the manufacturer as they suggestedI asked outside this communiction if they would provide me that correspondance but we're unwilling to shareDissapointing end result for poor customer service/business practicesRegards,*** Mr. *** rejected our offer, but presents no new information and our responses have already responded to all the same points. Mr*** ordered a part listed in our catalog for a vehicle with "volt glow plugs"Since his vehicle has volt glow plugs, he ordered incorrectlyAs our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistakeWe contacted the manufacturer and their technicians confirmed that the glue separation will not affect the fit or function of the part and is not considered a defectWe have provided return instructions and will issue a refund once the part is returned.Mr***'s vehicle is the "incorrect application" because he ordered incorrectlyHis vehicle has volt glow plugs, but he ordered a part specified in our online catalog for volt plugsIf the part has not been installed, Mr*** is welcome to return itWe will issue a refund once the part is returned, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.Please remove this from the queue. 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,
*** ***

On 10/16, Mr*** ordered parts and chose 1st class mail shippingHis shopping cart and checkout page noted that he should receive his order by 10/He received his order on 10/21, ahead of schedule.On 10/20, Mr*** contacted us to report that he had no record of his order (including the
Order Confirmation he was shown after placing it)We determined that he entered the wrong email address on his order form, which is why he did not receive his order confirmation and shipment notification emails and why he could not report his problem on our websiteWe updated our records to show the correct email address and resent his order documentation.RockAuto does not offer customer service over the phone

MrG*** ordered a rotor & brake pad kit for a vehicle with standard brakes and mm front rotors, as specified in our online catalogHis vehicle has heavy duty brakes and mm front rotors, so he ordered incorrectlyWe provided return instructions and issued a refund on 9/As our
Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake

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
First off I did not use any DHL label, I shipped the items back on my own dime via UPSP, can provide tracking numberI was refunded less then was I payed for the parts, was charge restocking for being sent wrong parts, yet your site says nothing about this. I charge for shipping labels I never usedInfact there are no DHL drop off anywhere near were I liveI could not even have shipped the parts back via DHL
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 belowIn their response they failed to mention that they want me to Pay for shipping their faulty part back to themI paid shipping once for this alreadyI also have to remove part from car and make car undrivable while this whole ship back and wait for new part process happens, which is policy I understand but still a pain and causes problems for meWhen I shop for parts at other businesses usually it is very easy to make a warranty claim and they ship it out to me non problem, or I just take it back to my local store and swap it outRockauto whole return/warranty process is designed against the consumer and ends up costing us more in the long runi will never do business with rockauto again.I still want my money back!
[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 disagree with RockAuto for the reason of that when the purchase was made it was paid fully through one PayPal payment , not through multiple payments as RockAuto has stated
Regards,
*** ***

I ordered exact fit parts for my specific vehicle as advertised on their web siteI was not in the same country as my vehicle when I ordered those partsI am a member of the U.SForeign Service serving overseasRockAuto advertises in publications that are focused to our segmentWith that being said "we" predominately serve outside of the U.Sand sometimes incur significant delays in receiving forwarded mail/parcelsSuch was the case when I received my shipment which took an additional weeksAnd if I had been in country to receive the shipment at that time significant delays and expense would be incurred to return the item(s).The items were "exact fit" this is NOT an ambiguous termI contacted the manufacturer and received written notice that they (TRICO) does not make a conventional blade wiper for my vehicle: On Wednesday, May 3, Tom Kiley wrote:***,Trico doesn’t make a conventional blade that has a Pinch Tab connection on itJust beam style blades.Tom Rock Auto wrongly advertised this product and would not assume liability for their mistakeThey have notoriously bad customer service: They have contracted some "bogus" review agency (CustomerLobby) to inflate their internet reputationI filed a review and it was never postedIf you go to: customerlobby.com , you will notice only and star reviewsThere is no way to filter the data and read a lower reviewIt is obvious that after 41,000+ reviews there is at lease (1) star reviewMy star review may have counted for of the 41,reviews but, you sure won't get the chance to read it thereThis is unethical

We are very sorry for the pricing error in our catalog that listed a timing belt & component kit (with water pump) for $when the correct price is $We called and emailed Mrs*** on February 11, before we cancelled and refunded the orderWe are sorry she didn’t get our
messages We called Mrs*** on February 17, with an offer sell the kit at our cost ($107.66)We believe this is a fair resolution, since Wisconsin law prohibits retailers from selling below cost, per The Unfair Sales ActAt this time, neither Mrnor Mrs*** has called us back

We are very sorry that R&L never told Mr*** that Mr*** refused to provide a written waiver to allow delivery at his address, especially since R&L previously told Mr*** that delivery would not be a problemWe are also sorry that none of the RockAuto representatives with
whom R&L spoke bothered to contact Mr*** to see if he could accept delivery at another locationLastly, we apologize that none of our representatives took the time to gather the facts they needed to determine that a) R&L misinterpreted restricted access at Mr***'s address and b) he did everything in his power to remedy the problem anyway, yet was not included in the decision to eventually have his engine returned to our warehouse.We gladly refunded him the $we deducted from his refund this morningWe hope he gives us another chance, though we suggest he choose a different address for delivery; apparently freight drivers in his area don't read signs well

Attached please find my rejection response along with a photo alluded to in the statement

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.]
The business did NOT refund the shipping for their mistake-I am forced to refer this case to Discover for a charge backOnly thing worse than being ripped off is being LIED TO AFTER THE FACT! They don't have to worry about my business, they won't be getting anyAt least I'm not out $100s like some of their ex-customers
Regards,
*** ***

Mr*** has been refunded for his recent order attempts, which were also canceled

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: no cash refunds and no reimbursement of shipping costs or other expenses
(*** ).We are sorry that the tensioner in Mr***'s timing belt component kit failedUnder warranty, we offer two options for replacement: Place a new order for the same part number and then return the defective part for a refund of the new order or send the defective part back in exchange for a replacementBecause kit that Mr*** ordered is out-of-stock, we explained that he could purchase one of the other kits we offer for his vehicle and then return the kit containing the failed part for a refund to his MasterCardHe chose to replace the part locally so we provided instructions to return the kit for a store creditWe will issue a credit once the parts are returnedThis store credit can be used for anything in our catalog and will be valid for one year from the date of issue

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,
*** ***

This customer presents no new information in his rejectionIn addition, The screenshots he attached just verify the information in our response. Dr*** ordered an alternator for a vehicle manufactured on or after November 3, 2004, as specified in our online catalogHis vehicle was manufactured in August of 2004, so he ordered incorrectly.As our Help page explains, we will not accept returns of parts that have been installed (http://www.rockauto.com/help/?page=4#Returns)Once a part is installed, RockAuto honors the warranty provided by the manufacturer of the productBecause this alternator was installed in a vehicle for which it was not designed, the manufacturer's warranty is void.Please remove this from the queue

We are sorry that Mr*** had trouble with the Spectra Premium radiator he purchasedOur 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: no reimbursement of labor costs, shipping costs or other expensesConsidering the circumstances, we offered to allow Mr*** to return the radiator for a store credit, rather than a replacement part, and provided return instructions to do soHe has not yet returned it