Natural Talent

[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,
*** ***

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 further attempt to offer error clad response in reconciliation surprise me and concerns me how they manipulate to retain Revdex.com membership and offer contradictory service to potential or current clients.First, Leslie did NOT inform me that my order was already transmittedShe asked me to "GO ONLINE AND ADD THE OTHER PART YOURSELF" If it was transmitted already why did she asked me to do it myself? Furthermore, if my order was already transmitted, how was it that they were still able to CANCEL it the following day?Second, I informed Leslie that I have the NISSAN part number but that does NOT tally with Rock Auto part numberI am a consumer and NOT an employee of Rock Auto to know what part numbers Rock Auto assign their partsLeslie said of course part numbers will differ and did not offer to cross refer any Nissan part numbersI bank with a Federal Credit Union who adhere to Federal Reserve System and there was a pending transaction that turned into a full posting on the 12thThis transaction was posted as a negative and reversed as a few days later., well after my complain to Revdex.comIf Rock Auto does not charge until the part is shipped, they have violated their own regulation in this incident as banks will NOT make a pending or posted transactions unless a merchant charges a transactionpending is done when a merchant intends and informs the bank of their activity and posts when the merchant confirms the pending transactionsIf the merchant does not post the transactions within business days, the amount will not be postedRock Auto clearly charged my account on the 11th for the Credit Union to post it on the 12th.I have received my money back now but I will refrain from engaging in any business with Rock Auto and their rude and deceiving business practiceI have received all these parts less expensive than Rock Auto and my car is repaired as well. *** ** ***
[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.] This company sold me a bad part, and still refuses to give a shipping address to returnI would never buy another product from them and will go up and beyond to tell all I can about the service received and insist people do NOT do business with themThey are a crooked operation and do not stand behind the products they sell.
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.All I asked is that my money was refunded in full including shipping which was $6.xx if I remember correctly but that seems like a lot to ask for a blatant mistake make by rock autoThis is the second time I was shipped items different than picturedFirst time many months ago they saw eye to eye with me and had absolutely no problem refunding in fullNow I understand they may "fit and function" exactly the same according to the manufacture, but there were obvious differences between the twoLike I said I didn't care where they're made, I just want matching itemsIf they were made in different countries and looked exactly the same then I would have had zero problemsBut they were clearly advertised on their website and pictured as one style with no disclaimers on the pictures or anywhere throughout the ordering process that they may differ from the picture, hence why I made my purchaseYes I understand manufactures change designs and keep the same model number, but if there was nothing wrong with the original design why would a manufacture change the design? Obviously if you looked at the comparison between the two you could see that there are parts of the control arm which are very different that the otherIt's just very shady of rock auto to advertise and sell items with pictures but then refuse to pay for shipping on returns that don't match picturesI returned the items because it was taking forever for rock auto to respond to this Revdex.com complaintI was worried my return window would be out when they decided it was time to respond to thisFrom here going on forward I have absolutely no problem giving my business to companies who value customers instead of arguing with them for a month over a $shipping chargeIt's the principle at this pointPlaced a few orders with rock auto and two have had nothing but problemsThe way this situation has been handled is not professional and I will make sure I let everyone in my car community know not to support such a horrible company
Regards,
*** ***

On 7/11, we shipped Mr*** order to the address he indicated on his website orderOn 7/17, the USPS returned the order to our warehouse because he did not include his street nameThe USPS does not contact recipients when packages are addressed incorrectlyWe refunded Mr*** for the
part he ordered less the amount the carrier charged us to ship and return his package

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.As previously communicated to RockAuto, the information regarding the requirement to return the item in the original manufacturer box was not supplied until going through the process to actually return the itemAt that point it was already too late as the installer had discarded the boxIf this was a firm requirement, it should have been communicated at the time of the order rather than during the return process.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

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 (http://www.rockauto.com/docs/warranty.php).If Mr***
would like to proceed with the warranty claim, we will ship a replacement once we have tracking information showing the defective part is on its way back to us

Because this company is not telling the truth about anything and everyone that I spoke to know all I wanted was an exchange and they would not give it to me, but told me to try and sale the parts to someone one else and even if I was to do that I would not get back what I spent on the partsThis is why I have rejected this companies reasoning of why they could not just to exchange the parts I never ask for money back just for an exchange

We have no record of an order placed using any of the contact information Mr*** has providedIn order for us to respond to his complaint, he must provide his RockAuto Order Confirmation number

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'm sure if you search the help file, there is a mention on their website that a factory box is required for return of a partIn purchasing from this company over the past years, I've never had a need to go search a help fileThis is not a requirement of local parts distributors, and is not something mentioned at time of purchase from RockAutoHad it been mentioned as a requirement up front, or full return instructions provided at time of purchase (rather than being available for download post-purchase), that would have prevented this problem from occurring.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

We are sorry that we sold out of the Wholesaler Closeout parts Mr*** orderedHe chose cylinder head bolts for $each and valve cover gasket for $As our Help page explains, closeout parts are our "clearance rack." They:Are new (unless marked "remanufactured") but may be
older inventory ("last year's style") and look different than our regular inventory of the same part (a different color, for example, with a grease fitting newer parts do not have, or lacking hardware which was sold separately in the past)Were acquired at discounted prices from companies liquidating inventory (because they were overstocked, decided to carry a different brand, went out of business, etc.)Are limited to quantity on hand and cannot be replaced with regular inventory at the same price.When our warehouse notified us of the shortage, we contacted Mr***’s office manager and refunded the cost of the parts, plus their associated shippingNo additional action is required

We are sorry Mr*** had trouble using our online catalogAs our Help page explains, “all parts listed fit the year/make/model/engine combination you chooseBut if there are limiting factors, they will be listed in the description so please read listings carefully to ensure they match your
applicationIf a feature listed is not true of your vehicle, please choose a different part”Original Equipment numbers were listed because different parts replace different OE numbersWe’re not sure why he assumed “one of the will be right, or maybe any of the 4”Mr*** originally contacted us about shipping damage to the partPictures showed only a small hole in the box with no visible damage to the partWe encouraged him to install the part, since it did not appear damaged.When Mr*** installed the part, he found that it did not work in his carWe asked for his Original Equipment number and found that he ordered the incorrect part for his vehicleWe do not typically accept returns of parts that have been installed, as our Help page explainsWe made an exception to allow a return, since our representative asked Mr*** to install the part without first double checking his Original Equipment number to make sure it matched the one listed in our catalog (which would have revealed Mr***’s ordering mistake)As our Help page explains, every part we sell may be returned within days for a refund of the part price, but shipping charges are not refundable unless the return is due to our mistakeWe issued his part cost refund of $to his AMEX on 5/26/

Mr*** reported to us on November that he received an incorrect part, and we immediately provided return instructions and a pre-paid shipping label to return itWe offered to ship out the correct part once the return was scanned as in transit or to refund his payment upon the return being
deliveredMr*** denied both of these solutions and demanded an immediate refund of his order, without returning the partHis full refund will be issued within business days of the return being delivered to the returns warehouse, but we will not issue credit without a return or any other evidence proving the complaint is accurate

Revdex.com:
I have not recieved a shipping label or nothing from this company I check email and check my online accout with RockAuto as well I have not been refunded I still stand by my complaint I have not changed my mind any 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,
*** ***

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,
Megan ***

On 1/22, Mr*** went to our Order Status & Returns page to report that the radiator he ordered failed under warrantyWe authorized his return and provided return instructions along with a prepaid FedEx return shipping label to return the part for a free replacementHe received his
free replacement on 1/25.As our Warranties page explains, warranties offer only replacement of the defective part with another part: no reimbursement of labor costs (http://www.rockauto.com/docs/warranty)

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.]
My issue is just with the cost of the shippingI paid for express shipping to have my parts by 07/03/and I did not receive the actual part that I ordered until 07/08/All other issues aside I don't feel that I got what I paid $to receiveI have done some research and found that if I only pay for ground shipping I could accept a refund of $42.03, the difference between express and ground shipping.Regards,
*** ***

We are sorry that Mr*** was sent the wrong partWe have provided return instructions and a pre-paid shipping label to return the part for a full refund

[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,
*** ***