Natural Talent

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 guess we can both agree that they don't provide customer service over the phone. Nor do they provide it via email. I guess I should have refused the order when it came, then just reordered with my discountthat way I would not have had to pay shipping while getting my discount, but then they would have been charged for shipping three ***esI was not wanting to waste anyones funds like that. I guess one of us is better at customer service than the other.
Regards,
*** ***

We are sorry that Mr*** did not receive his core refund when he hoped, though we are not sure why he expected to receive it soonerAs our Help page (https://www.rockauto.com/help/?page=4#RCVFRND) explains and as we noted on his return instructions, we issue refunds within business days of
receiving the returned packageOur warehouse received the part he returned on Wednesday, April We issued his refund business days later on Monday, April

[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 1/11, Mr*** went to our Order Status & Returns page to report that the clutch kit he ordered did not fitIn his report, he noted "I did not install the part because it obviously did not fit." We also asked if the problem with the part was due to a manufacturing error, to which he
responded "Yes"He noted "bigger diameter hole" as the product defectWe authorized his return and provided return instructions to return it for a free replacementWe shipped his replacement on 1/15.Shortly after shipping his replacement, Mr*** contacted us to request a refund instead of a replacementWe explained that his replacement had already been shipped, but explained how he could obtain return authorization for the replacement part if he did not want it.On 1/23, the manufacturer of the part he ordered, Perfection, contacted us to report that they received both clutch kits we shipped to Mr***They found that one of the kits had been installed, despite him saying that neither had been installedThey also inspected all parts in the kit and found no manufacturing defectsThe diameter of all holes in the kit were within the specifications advertised on our websiteWe do not accept returns for parts which have been installed unless they are being replaced under warranty, as our Help page explains (http://www.rockauto.com/help/?page=4#Returns)And since the clutch kit Mr*** did not fail under warranty, it simply did not fit his vehicle, we denied his request for a refundWe offered to return the clutch kit at his expenseWe have not heard from him sinceWe will not refund him for the part he returned

I am writing to you regarding Complaint ID ***.My initial response addressed the concerns Mr*** brought forth:Contacting our tech line (we don't have a tech line) and being told he needed to install his part.Not being able to return his part for a refund.He wants $3500.While I understand Mr***'s frustrations, I don't see new facts which alter our initial position, nor do I see new demands (to which we have already declined)Can you please remove this complaint from our queue?

Due to a credit card chargeback by Ms***’s partner, Kevin ***, RockAuto will no longer do business with his associatesThis includes, but is not limited to, Ms*** and her familyWe have already explained the situation in detail to Ms***, so no further contact from RockAuto is
required

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
If it, “is true that our customer service representative attempted to recover those items”, and I amquoting this directly from your last responseTo be truly honest by “attempted”, you mean to say thathe contacted them directly, sent up a return with them directly, and gave them a return label withtracking numberTo me that’s a bit more than “attempted”, and by doing so he took all responsibilityfor that return from that point onLet me explain how responsibility works, when a representative ofyour company takes control of a transaction without the original party being involved in anyway, thatreturn is now entirely your customer service representative’s responsibilityWhich in turn makes yourentire organization as a whole responsible as he is representing your company, not the consumerAs Ihad nothing to do with this return in any way you cannot possibly blame me for these missing items, theblame is your own customer service representative.As for the parts being missing, you are not sorry in any way, shape, or formIf you were reallyconcerned, I would have a refund for the parts you lostAs of now, I am still out the over $dollarsyour customer service representative lost in partsMind you by entirely his own actions with no oneelse’s influence, which you refuse to take responsibility for your own customer service representativesactionsOr should I say, as you like to put it, the “attempted” actions he made on your company’sbehaveMaybe you should take a good hard look at “attempting” to take responsibility for the actionsof those who represent your company, and not just try to pass the blame onto others for your owninternal customer service mistakes
Regards,
Gery ***

It is true that Mr*** did not receive a complete set of brake pads as we expected him to on 1/Our warehouse shipped the parts he needed on 1/and he received them on 1/18, so he now has all parts he ordered.We are sorry for the mistakes we made on Mr***'s orderWe have completed his order and offer no refundsThis message concludes our correspondence with him

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
It did not show a date before purchaseI believe the item should of been shipped same day (since I paid for next day!) not shipped the next day
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.]
Regards,
R ***

On 5/19, Mr*** went to our Order Status & Returns page to report that the hydraulic hose he ordered did not fit his truckWe told him we would look into the issue further and respond within hoursIt was not clear to us why the part he ordered did not fit, so we emailed the manufacturer
for more informationThe manufacturer never responded and we failed to follow up with Mr***; we apologize for not getting back to the customer sooner!On 5/26, we sent Mr*** return instructions with a prepaid FedEx return shipping label to return his part for a full refundHe has yet to return the part

On 10/22, Mr*** went to our Order Status & Returns page to arrange warranty replacements for rotors he purchased on 8/In his report, we asked if the product's fitment details and photo matched what he neededHe said "No", meaning he ordered the wrong parts (our website cannot choose
parts for customers)As our Warranties page notes, warranties apply only to the vehicle for which a part was listed in our catalogBecause Mr*** ordered parts our website says are not intended for his vehicle, we denied his request for warranty replacements.It appears Mr*** did not intend on replacing his rotors under warrantyRather, he wants to return them for a refundAs our Help page notes, parts may be returned within days (http://www.rockauto.com/help/?page=4#Returns)Mr*** only saw an option to seek warranty replacement because he purchased his parts well over days agoWe are sorry Mr*** did not arrange a return for his rotors soonerWe can no longer provide authorization to return them for a refund

Revdex.com:
The order was placed on my behalf because Rock Autos website was having issues with my debit cardThe company has misrepresented itself several times with their ordering process as well as the shipping costs, delivery times and companiesThe company has responded negatively and rudely via email and failed to acknowledge their errors in processing and rude customer serviceI have already had a formal complaint and charge dispute with the bankThis is by far a business with no standards or honorTo sit here and threaten customers who file disputes against the company very juvenile and offensive
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 manufacturer will complete inspection within business days of deliveryAs previously explained to Mr***, warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses such as rental or storage fees (http://www.rockauto.com/docs/warranty.php)

I returned both parts in the same box I received them inThe box was not damaged per rock auto responseSo if this is the case both parts were in that boxWhy would I send them in two different boxesAlso, This company has no customer service on the phone and no place to leave a reviewSo that is a Red FlagThe part was the wrong size that is why I returned themI paid and received a credit of I need the rest of my money refunded. Yes, I paid for shipping to me and to return the parts All I can say is Buyer BewareThey are being dishonest.Thanks,*** ***

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,
*** ***

We do not have Mr***’s return and he has not provided us with a valid tracking numberWe cannot issue a refund without first receiving the parts

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 reason I referenced the other head gaskets availabkenon their website is because I was considering purchasing the cheaper gaskets (apex) but decided rather to purchase the head gasket/set felpro 1134L 1134R so that I would have both gaskets of superior qualityI have spent thousands of dollars in Rock autos website in the past couple of years and have never had any issue until now

The company did not provide the specified parts orderedThey provided parts that did not match my vehicle and them refused to take them back even though they were in breach of our agreement for them to still me specific parts for my vehicleThey then refused to provide any legitimate response to my inquiry with bb and said they would no longer communicateThey defrauded me and are refusing further communication

Mrand Mrs*** placed an order online and selected a water pump for a Pontiac LemansWe do not employ mechanics or technicians, so our employees cannot and do not recommend which part a customer should buyAs our Help page explains, all parts listed fit the year/make/model/engine
combination you choose and to please read listings carefully to ensure they match your applicationMrs*** later informed us that there is a Pontiac Lemans water pump installed on her vehicle, which explains why the pump she ordered did not fitSince she ordered this part incorrectly for her modified vehicle, shipping is not refundableAs our Help page explains, shipping charges are not refundable unless the return is due to our mistakeWe explained to Mrs*** how she can take advantage of our discounted return shipping label, and she opted to use this label to have the shipping cost deducted from her refundThe refund issued on 12/1/includes the full price of the part, minus the return shipping labelNo additional refund is due