Natural Talent

On 4/13, Mr*** ordered door hinge pin & bushing kits for his Buick RivieraOn 4/22, he went to our Order Status & Returns page to report that they did not fit his vehicleIn his report, he told us that description and fitment details of the parts he ordered did not match what he
neededWe offered him a refund for the cost of the parts if he returned them to us, which he accepted.He contacted us later that day to describe his problemOur representative confirmed that the parts he ordered are correctly listed for a RivieraHe also determined that the fitment details of the parts on the customer's vehicle match those of a RivieraWe're not sure why Mr***'s Riviera has Riviera parts, but we cannot refund him shipping charges for parts which were advertised and shipped correctly

Mr*** was provided with return instructions to send his part back (attached)Once the part is received, we will issue a refund for $***, the cost of the wheel bearing & hub assembly he purchased from us, back to his MasterCard

It's fine I will find else were to order parts there are so many other places I will be sure to inform people on how rock auto does 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.]
This website is very outdated and unethical.I regret doing any business with a site that cannot stand behind there business.I am not a everyday mechanic and after purchasing parts off rock auto.com and buying from other places autozone,oreilly,amazon they verify with your VIN number to match your vehicle with your needs.While orderING parts off rockauto.com they guided me through the parts I needed and have failed due to not verifying my Vin number of my truck.This could have caused more severe damage and luckily I prevented that and will pay the extra bucks up front to get quality parts and a service.This place reminds me of a dollar tree spend a dollar on something but cannot return for a refund
Regards,
*** ***

As our Help page explains: "Transit times and "Receive by" dates shown are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto" (http://www.rockauto.com/help/?page=3#EXPECTDELIVERY)We are sorry that Ms*** did not receive her order by the estimated delivery dateHowever, we offer no guarantee of compensation if this estimate turns out to be inaccurateWe have made a good faith effort to compensate Ms*** for the delay in delivering her orderWe offer no further compensation

On 5/16, Ms*** went to our Order Status & Returns page to report that the part she ordered did not fitShe also noted that she installed the part on her vehicleAs our Help page notes, if a part does not fit, customers should not try to make the part fit and that we will not accept returns
of parts that have been installed or modified (http://www.rockauto.com/help/?page=4#Returns)We denied Ms***'s return.On 5/22, she contacted us to say that "when [she] went to install it the bolt holes do not match what so ever." We told her "it appears that you'd tried to install it and then found out you could not." We authorized her return with the understanding that the part she was returning showed no signs of installation because the part could not be installed on her vehicle.On 6/12, our warehouse notified us that Ms***'s part had, in fact, been installedMultiple bolt holes showed obvious signs of being torqued down and worn inWe denied her return and shipped the part back to herAccording to the manufacturer, the part Ms*** ordered should have fit her vehicle; we don't know why it did notSince she installed the part anyway, we cannot refund her

We are sorry that Mr*** received his parts late! Since our
warehouse did not process his order in time for the carrier to fulfill
their delivery commitment, we will refund him an additional $(the
balance of the shipping he originally paid)We 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,
*** *** Thecustomer service was informed of the urgent nature of request and he told me that if I needed it overnight then I needed to choose the overnight option, which I didI never saw a comment informing me of "next business day"also next business day for the shipping company that was shipping would have been the next dayI could have selected standard shipping to save a noticeable amount of money and received it just as quickAll I want is the refund of the extra shipping since to me it seemed deceptivethanks

On 5/27, Mr*** ordered a driver side rocker panelOn 6/1, he contacted us to report that he received a passenger side rocker panelHe chose to keep the part, but asked that we refund his shipping, which we did on 6/2.He ordered another driver side rocker panel later that day and contacted
us asking that we ensure the correct part is shippedOne of our representatives contacted our warehouse to request that the part be checked prior to shipment.On 6/6, he went to our Order Status & Returns page to report that he received the wrong part againWe provided a prepaid FedEx return shipping label, which he used to return the part for a full refund (issued 6/14)We sell other rocker panels for his vehicle, which he is welcome to purchase

[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,
*** ***

If Mr*** provides proof he purchased an A/C system flush when installing the part he is requesting replacement under warranty, we will provide replacement instructions

We are sorry to hear that Ms*** has received the incorrect caliper twice! She reported the first problem on 3/We provided a prepaid FedEx return shipping label to return the part for a full refund, which she received on 4/5.She reported the second problem on 3/We again provided a
prepaid FedEx return shipping label to return the part for a full refund, which she received on 4/10.We have asked our warehouse to pull the one more of Centric they have on their shelf and will follow up with Centric, the manufacturer, so they can address their production problem.We have refunded Ms*** everything she paid in both of her purchasesWe are sorry for the inconveniences she encountered

Mr*** ordered four parts on Saturday 12/2, at 1:AM CSTThe
same day, at 7:PM, he visited our Order Status and Returns page and
submitted cancellation requests for three of the four parts he ordered:
1) Part number RRP2) Part number *** 3) ***
On
Monday 12/at 9:AM, we sent Mr*** an email confirming that
the three requested items were successfully removed from his order. The
part for which he did not request cancellation, part number RRP361,
shipped on 12/at 10:AM
The price to ship the four items originally on Mr***'s order was
$This price was adjusted to $64.99, reflecting the true cost of
shipping the one item on his orderMr*** received a shipping
service valued at $We are not able to refund him for the service
he received

Mr*** was initially charged $for the parts he ordered and
$to ship themHe returned of Centric ($each)
and of Centric ($each)He also used two DHL SmartMail
return shipping labels to return his parts, valued at $and $
($3.55)We refunded him the full value of the parts he returned
($42.78), the amount it cost to ship the parts he returned with the
other parts he ordered initially ($5.64) less the cost of the return
shipping labels he used ($3.55)$+ $- $= $44.87, which
is the amount we refunded Mr*** on 6/We are not sure why he
thinks he was refunded $or why he thinks he is owed $50.93;
neither are trueSince we have fulfilled our commitments of the return
solutions we offered Mr***, no additional refunds will be
offered

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,
*** *** Iv they do have teck assistance it comes with the part on a tag a phone number in which I did call prior to install of the alternator why are they being so ignorant in accepting that they have no clue when it comes to auto parts or repair just give me a refund and I will be done with this nobody I know will ever do business with them for their lack of knowledge and respect to the customer it was a mistake on my part to buy from them once and I will never make that mistake again

On 11/6, Mr** ordered two Strut Bearings and two Strut MountsWe authorized returns for all four parts on 11/We issued refunds for each part on 12/

[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. The company has settled this complaint as I requestedThank you for your help in the resolution of this matter

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
Rock auto's account of this matter is inaccurateI asked that they rectify their error, by sending me the correct part immediately, since I could would not be able to get to a FedEx office for another dayThey sent me an incorrectly packaged part of no use to meThey refused to send me what I ordered and paid for I ve purchased several hundred dollars of parts with them in the past so I didn't consider myself a high riskTheir error cost me several hundred $ when the smoke cleared, which is my problem, I understandI do not consider this complaint resolved
Regards,
*** ***

Mr***’s return instructions are attachedThey must be filled out completely and included with his warranty returnWe will ship a replacement part under warranty once tracking shows the faulty part is on its way back

We have no record of contact with Mr*** in the months since he placed his order on December 2nd, 2015, but he admits he contacted us after the 30-day return policy had passed (***)Mr***’s part is still covered under the
manufacturer’s month warranty, so he would be eligible for a replacement partAs our Warranties page explains, warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of shipping costs.Currently, Mr*** has an open dispute with his credit card company regarding this orderAs a result, we are unable to provide return instructions or a replacement part until that dispute has been closed