Natural Talent

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Meanwhile the business went above and beyond expectations, I am very satisfied with their approach
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 yet to be refunded for two ordersOrder 64942976 witch was retuned to rock auto and order The retun for order was denied and I was sent the wrong partsRock auto told me that they will note be refunding order 63943786, but they sent me the wrong parts
Regards,
*** ***

We are sorry for Mr***' frustration, but are unsure why he is upsetHe reported the problem online using our Order Status & Returns page and we provided return instructions with a prepaid shipping label on Wednesday 2/FedEx returned the part to our warehouse on Monday 2/and we
issued a full refund on Tuesday 2/

On 5/10, Ms*** visited our Order Status & Returns page to
report that she ordered the wrong partWe authorized her return (until
June 12, 2017)As our Help page notes, shipping charges are not
refundable unless the return is due to our mistakeShe called us later
that day to
determine return shipping charges and dispute that she
ordered the wrong partMr*** told us she intended on purchasing a
left hand mirror for her truckOur records show that she chose a right
hand mirror, confirming that she unfortunately ordered the wrong part

Mr*** rejected our response, but we already explained that FedEx delivered his order to the shipping address providedThe shipping method he chose does not offer guaranteed delivery times, so this shipment is not considered late. We are sorry if our representative was less than professionalMr*** ordered Sunday 11/20 and chose International Priority shippingWe shipped his part the next morning, Monday 11/Because Mr*** provided a business address as the shipping address, the shipment required an importer's registration / identification number for clearanceFedEx contacted Mr*** on 11/but he did not provide the import information until Wednesday 11/Once FedEx received this information, they tendered the package to the local carrier for final delivery on Thursday 12/1. Mr*** called us on Saturday 12/3 and asked to have the package returned to our warehouseWe contacted FedEx that day and requested that they return the packageThey were unable to meet this request and delivered the package on Monday 12/5.We provided return instructions that Mr*** can forward to his hotelWe will issue a refund if the part is returned, but as our Help page explains (***), shipping charges are not refundable unless the return is due to our mistake.Please remove this complaint from our queue as there is nothing more we will offer

On 8/26/2017, Ms*** ordered six remanufactured fuel injectors for her truckEach injector cost $411.79, $of which was a deposit redeemable after she returned the injectors she was replacing (known as a "core").On 9/14/2017, she arranged to have her cores returned for a refund on our
Order Status & Returns pageWe authorized her requestWe refunded her $1,(less $for the return shipping label she used) on 10/2.On 1/29/2018, she contacted us to report that multiple injectors failed under warrantyWe explained her replacement options under the manufacturer's warrantyWe also explained, as our Help page does, that warranties offer only replacement of the defective part with another part: no cash refunds (https://www.rockauto.com/docs/warranty).We cannot return the cores Ms*** returned to our warehouse last September; they have already been sent to manufacturer for remanufacturingMs*** may invoke the manufacturer's warranty to obtain free replacements for her failed injectorsWe offer no refunds

This customer ordered in May but didn't report a problem until October As our Help page explains, uninstalled parts may be returned within days for a refund of the part priceSince the order is months old and the parts have been installed, we attempted to work with Mr*** to
determine the nature of the problem and if it could be covered under the manufacturer’s warrantyHe declined to provide any further details as to how the part was incorrect, so we have no evidence that a warranty situation is present and we were unable to proceed with a replacement solution

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 of all, the defective part did not fail in a couple of monthsIt failed within the first monthSecond of all if I didn't really want to purchase a second unit in order to send back the first one, but that was the lesser of two evils offered by rock autoThird of all, see the attached picture, when I started the return, their own website stated, "We will issue a refund for the cost of the part and related shipping costs..."I was under the impression I would pay for the shipping label to return the unit and then be refundedNo specification, just "related shipping costs"Obviously this is a lieI can't believe a company would lose all future business over a reasonable request to refund a cus***er the less than $shipping cost to return a defective unit they soldThey obviously don't stand behind the products they sell or care about their cus***ers
Regards,
*** ***

MrK*** rejected our response, but we will not change our positionWe issued a store credit on 10/31, per his request, and he used the full value of this creditWe will not refund this credit back to a credit or debit card at this time. MrK*** ordered a window motor and paid by PayPal on 8/When he arranged a "Part Not Wanted" return for this motor on our Order Status & Returns page, we offered a refund to his PayPal account or a store creditHe chose a store creditWe issued a credit of $on 9/26. MrK*** placed a new order for a window regulator and motor assembly on 10/The total cost of this order was $He used his store credit and paid the difference of $with his VisaHe then arranged a "Part Not Wanted" return for this assembly on our Order Status & Returns pageWe refunded the full amount charged to his Visa back to the same account and issued the remainder in the form of a store credit on 12/We will not issue an additional refund to his VisaIf MrK*** would like to order from RockAuto in the future, his store credit can be used for anything in our catalog and is valid until Decembre 1, 2017.Please remove this from the queue

[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.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards, Thank You
*** ***

On 1/at 7:24am, Mr*** went to our Order Status & Returns page to arrange a return for the Radiator Fan Clutch he orderedHe selected "Ordered Wrong" as the reason for returning the partAt 4:44pm later that day, he changed the reason for returning the part as "Broken/Defective/Warranty"
We inquired as to whether or not the product description and fitment notes matched what he needed ("Reverse Rotation; Severe Duty Thermal Fan Clutch; w/ Air Conditioning")He told us that he did not know and that he had already installed the partAs our Help page explains, we do not accept returns of parts that have been installed unless they are being replaced under warranty (http://www.rockauto.com/help/?page=4#Returns)The part Mr*** ordered did not fail due to a manufacturer's defectAs his initial request for return authorization shows, he ordered the wrong part, which is why it did not work correctlyHe may not return it 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.] this was their errorI will NEVER do business with them again
Regards,
Jim ***

We have nothing further to say to Ms
***

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.]I did call a phone number that I gave you & I believed the person that answered the phone (which was a gentleman said his name "Jason") then would not give me a name or department of some one that I could call or speak to personally versus sending email messages and getting absolutely no where with Rock Auto. Rock Auto sent me a wrong part. I will not provide a vin number of my vehicle because I feel that to me is completely unnecessary and furthermore when my son's girlfriend called Rock Auto as soon as the part was received, that gentlemen was ready to have the part sent back, was going to provide a free shipping label & either refund me for the inconvenience because he told her that a new hire actually shipped the wrong part. It was completely their fault and I have a part that I am now trying to sell to get my money back. I am not providing my vehicle vin number & then they will email me a shipping label to return the part, which will be a deduction of $off the $that I paid and then once they receive the part in 3-business days, will reimburse me. My problem is they already were paid for the part so how do I know that I will be reimbursed once they have the part plus my money they may tell me thanks! I'm done with them and WILL ABSOLUTELY NOT BUY ANYTHING FROM THEM EVER AGAIN. To me it was a total 'RIP OFF".
Regards,
Rose ***

On 3/28, Mr*** arranged Core returns for the parts he purchased earlier that week (a "core" is a deposit one pays up front which is refunded after returning the part you are replacing)We authorized his returns and provided two sets of return instructionsOne with an address in NY, another
with an address in AZ(the parts came from two separate locations initially)Later that day, he entered FedEx tracking for both returns (from labels he purchased from FedEx on his own).Our warehouse in NY received the core they were expecting on 4/We refunded him for that core the following day.Both tracking numbers the customer provided show deliveries to our warehouse in NY, so he shipped one of the cores to the wrong placeOn 4/25, we asked our warehouse in NY if they received the part Mr*** was supposed to return to AZThey have no record of receiving that part.Customers occasionally ship returns to the wrong place, as Mr*** didIn almost every case, our warehouses notify us the moment they receive something they did not expectWe are sorry that one of his cores is no where to be found, but we cannot refund him for something we don't have

Revdex.com:i have already spent money buying a new brake kit from "auto zone." I have no use for another brake kitEven if they replaced itIt is of very poor qualityThey are all defective not just the one I receivedI would like the money credited to my accountI will be glad to send back the poor quality brake kit if they want itI have no use for that scrap metalHowever I feel like rock auto is opportunistic and will not reimburse my money and therefore don't want to spend more money paying for parcel to send it backOnce I do receive my reimbursement I will be happy to pay out of pocket for the shipping backThank you for helping me 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,
*** ***

On 8/26, Ms *** purchased rear rotors for her Dodge CaravanThe product description of the rotors she chose noted that they are 12.91inches in diameterWe also carry rear rotors for the same vehicle that are 12.00inches in diameter (Dodge fitted Caravans with two different rotor sizes,
so one must verify the size before ordering).On 10/29, she went to our Order Status & Returns page to arrange a Warranty return, though we suspect she was attempting to return the parts for a refundWe denied her return attemptWe're sorry for Ms***'s circumstances, but as our Help page explains, parts may be returned for a refund within days (http://www.rockauto.com/help/?page=4#Returns)

Our
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 offer only
replacement of the defective part with another part: no cash refunds
and
no reimbursement of labor costs, shipping costs or other expenses
(http://www.rockauto.com/docs/warranty.php)
If a part fails and is reported within our day return window,
RockAuto does allow a return for a refund of the part cost (rather
than replacement only) and shipping costs as a courtesy to our
customersAs our representative explained, the
customer can set up a return using our Order
Status and Returns link but RockAuto does not reimburse for labor costs
Since
in this particular case the manufacturer may be willing to consider
a labor claim, after the customer has reported the
problem and completed the online return process using our Order
Status and Returns link, a representative from RockAuto will be in
contact with the customer to explore this labor claim possibility via
the manufacturer as long as the part was ordered and installed
correctly

It is true that our representative attempted to recover the items Mr*** addressed to a place where he no longer residesBut his efforts do not absolve Mr***'s responsibility to ensure that the replacement parts he requested were shipped to him, not someone elseWe are sorry that the whereabouts of his parts are still unknownWe offer no refunds and we have nothing further to say to Mr***

[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.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***