Natural Talent

We are sorry for the mistakes we made on the two orders Mr*** placedOn 10/6/2016, he contacted us to report that he received the wrong fuel pumpHe returned it using a free return shipping label and received a full refund 10/13/On 9/1/2017, he went to our Order Status & Returns page
to report that the intake manifold gasket set he received was damagedWe asked him to send us pictures of the packaging so we could determine how the damaged occurred (which helps us prevent future damage)He sent us photos on 9/7/We sent him a prepaid FedEx return shipping label the same dayHe received his free replacement 9/13/We will not provide a refund in addition to the free replacement he already received

No have not here from RockAutoYou would think that after buying over $2,of products in December , they could make an allowance! Regards, *** * ***

On 3/3, Mr *** ordered fuel injectors for his carOn 4/14, he went to our Order Status & Returns page to arrange a returnBecause he did not report the problem within the days we allow for returns, he was only able to arrange a replacement under warrantyHe abandoned the report he
started before finishing itHe then filed a dispute with PayPal, who reversed the total charge on the order (parts and shipping)We received the parts he returned$represents the amount he paid for shipping, not a fee from PayPal.We are disappointed that Mr*** disputed his purchase with PayPal instead of finishing the return he started on our Order Status & Returns page or contacting us directlyHowever, we acknowledge he has been a loyal customer in the past and agree it is unfair to ask him to reimburse us for the shipping charge we were forced to refund since he did not receive the parts he orderedMr*** owes us nothing and may place a new order for the parts he wantsWe must remind him that all problems must be reported on our Order Status & Returns page within days of purchase; future exceptions to our return policy will not be grantedWe appreciate his business!"

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]That is what they also had told me, but I also asked if I could replace this order with the next order number that also had the replaceble ball joints and they also( rock auto) had told me no! which was also just 2dollars more, I evan said I would pay for the difference, on each account of each next level up Item on the same modle control arm( with differant order numbers) with replacable ball joints they had told me no again,there were a total of like differant order numbers that matched the item I originaly orderd and was with in a price range of to dollars more of the price I had to pay for my original order and yet they still refused to sell me any other item listed ( there explanation was that all the items were the same Item) even though they also had differant order numbers? and they (rock auto) would say each time that it was the same product and they could not sell it for that price listed , one I could beleive but the whole website No I do not beleive In return they expected me the buyer to pay in the upwards of doubling and more for my original purchace price, It also took them to get the product to me in a unreasonable time why? Why did not the order number on the product packaging (seald) match the Order number On the container product box ? Box had correct order nobut Item did not! Why?
Ernest ***

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
The response provided by Rock Auto is inaccurate and in effect a lie I communicated with them directly (see attached Word document) in attempt to resolve the issue in an amicable fashionOnly when I raised this matter to Revdex.com did they even bother responding back to me My preference given their attitude and lack of concern for clients is to receive a full refund on the incorrect part that was purchased
Regards,
*** ***

[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,
Frederick ***

We are sorry Mr*** is not satisfied with the Westar motor mounts he boughtHe purchased and received Westar motor mountsIt is common for manufacturers, like Westar, to provide cross-referenced part numbers to other manufacturers, like DEA, on their packagingThis customer ordered in April
but didn't report a problem until May We accept returns within days, as our Help page explainsSince the order is a year past our return window, we will not accept a return for this customer's order

On the afternoon of 11/20, Mr*** placed an order and chose Business Day Express shippingWe shipped his order the following morning, and he received it 11/27, business days laterWe are not sure why it took FedEx business days to deliver his parts and we sincerely apologize for the
delay.As our Help page explains, delivery dates shown on our website are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto (http://www.rockauto.com/help/?page=4#PACKAGEARR)This is why Mr*** did not see an option to request a shipping refund on our Order Status & Returns page, and why we will not refund his shipping now.We are sorry if our receptionist was anything but professionalRockAuto does not offer customer service over the phone

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,
*** *** The part was installed but the engine was not connected electronically since the plug did not matchAlso the engine was never turned onI do not think it is fair that originally they sent me a used part and that was OK for them but when I try to return a part that was technically never used and in better condition than the original part they sent me they refuse to accept it as a return

MrM*** ordered in November and provided a hotel in Florida as the
shipping address on our checkout pageWhen he requested a warranty replacement on our Order Status & Returns page, we offered two options: Place a new order for the same part number online, then return the defective part for a refund of the new orderOnce you get thereplacement part, you will set up a return in the NEW order so we can refund you for the replacement you bought.ORSend the defective part back now in exchange for a replacementOnce we have tracking information showing the defective part is on its way back to us, we'll ship the replacement part to you.MrM*** selected "I want to send the defective part back now so RockAuto can ship me a replacement." We provided return instructions and a prepaid shipping labelHe sent back the part on Thursday 11/and we shipped his replacement the next morning, Friday 11/We received his return on Monday 11/Because his replacement was shipped before we received his return and it was shipped from a different location, we were not aware of MrM***'s request to change the shipping addressHe could have chosen to place a new order with his updated shipping address and then return the defective part for a refund on the new orderWhen he called on Tuesday 11/22, we explained that we shipped his replacement to the shipping address on the order and because we did not make an error, we would not ship another free replacement or issue a credit unless the hotel returned the part to our warehouseThe hotel refused this package on Wesnesday 11/and FedEx returned it to our warehouse on Thursday 12/We issued a store credit on Monday 12/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 mistakeIf the recipient refuses delivery, the cost of return shipping is deducted from the refundThis store credit can be used for anything in our online catalog until it expires on 12/19/

Everything noted in our previous response was and is trueSince Mr*** received the solution he requested, this message concludes our correspondence with him

Mr*** has no claim against RockAutoWe sold and delivered the engine he ordered, and upheld the warranty provided by the manufacturer, ATKIf he disagrees with ATK's decision, he may contact them directlyWe will uphold whatever decision ATK makes with regard to Mr***'s engine warranty (which includes their current decision to deny his most recent claim)

We are sorry if our representative was less than professionalBecause he would like to receive a replacement before returning the failed pump, called and emailed MrMyers explaining that he can place a new order for the fuel pumpAfter receiving and installing the new part, he can set up a return
on the new order using our Order Status & Returns page and we will provide return instructions with a prepaid shipping labelWe will issue a full refund for the new order once the defective part is returnedMrM*** has not yet followed our instructions to replace the fuel pump and has not responded to our voice mails or emails

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 is partially true they did tell me I could purchase a new kit at first and wait on it to be shipped then put the wrong parts in the new box and they would pay the shipping to return it and give me a refundI will admit I was not in a position to wait on it because I needed transportation so I asked to speak to a manager because I did not want to go that route I needed to purchase a new kit from my local parts store and get it done ASAPWhen the manger called me the next day he clearly told me that I could not return it because parts had been fastened to the car not used just bolted upHe said there was no option at that point and that I was stuck with the kit the parts where not used they did not tell me that if there where no Signs of weat they would offer me a refund he said they woman I talked to initially had basically lied to meI told the first representative that one part had been fastens on she said to send it back and they would issue a refund the manager said no that’s not trueThis has caused me financial problems and I just want it resolved this was there mistake and they won’t even work with meThe car is fixed so buying another clutch is out of the question at this point I would even except a partial refund to work with them if possible. thanks

Our Help page contains all of our policiesWe stand by our previous reply

When Mr*** reported the problem on Wednesday evening, 9/28, using our Order Status & Returns page, we offered to either ship a free replacement or issue a full refund of the part cost and shippingWe did not ask him to return the defective partMr*** chose to have a replacement
shipped so we shipped his new part the next morning and he received it in day, on Friday 9/The shipping cost cannot be recovered from the carrier and RockAuto paid to have both parts shipped to MrFullerIf Mr*** was unable to wait for the replacement, he could have chosen a refund so he could buy the part locallyWe are sorry for our mistake on this order and hope that Mr*** gives us another chance in the future

We are sorry that Mr*** received a defective FlywheelOn 10/21, he went to our Order Status & Returns page to report the problemWe authorized his return under our day return policy (http://www.rockauto.com/help/?page=4#Returns) and provided return instructions as well as a prepaid
return shipping label to return the part for a full refundHe returned the part and we issued his full refund on 10/We offer no other refunds

[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,
*** ***

On 12/3, Mr*** went to our Order Status & Returns page to report that he received a damaged partIn his report, he noted "the part came damaged in the box dime size while in radiator" as his explanationWe authorized his return and provided return instructions.On 12/11, our warehouse
reported that Mr*** did not return his part in the manufacturer's box, a requirement noted on his return instructionsMore importantly, in the box of the radiator he returned was an L-shaped, metal tool that was not originally supplied with the radiator (attached image "Radiator1")The dent in the radiator matched the exact diameter and shape of one end of the tool (attached images "Radiator2" and "Radiator 3")Also, the radiator showed signs of installation ("Radiator 4")Given the very unlikely event that neither Mr*** nor his mechanic did not notice a significantly damaged radiator prior to attempting a labor-intensive installation, the evidence our warehouse provided shows that MrNisely's radiator was damaged after installation, not before.As our Help page notes, we will not accept returns for parts which have been installed unless they are being replaced under the manufacturer's warranty for a defect (http://www.rockauto.com/help/?page=4#Returns)We cannot refund Mr*** for the part he returned to us