Natural Talent

We are sorry Ms*** did not receive her package when she hopedShe ordered Thursday afternoon at 3:PM and chose Next Business Day ExpressWe shipped the part Friday morning on FedEx tracking 782519296779, and she received it in business day on MondayWe are not sure why she thought the
order would arrive sooner, since we showed a "You should receive by" date of Monday, 3/7/16, in her shopping cart and her shipment confirmationAs 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 mistake

On 4/10, Ms*** sent us an email saying that she could not access our Order Status & Returns page to report a problem with her orderOur representative noticed that the email address noted in her email was different than the email address she entered on her order form (meaning she entered
her email address incorrectly on her order form)To access an order, customers must enter their order number and phone number or email addressWe suspect Ms*** entered her email address correctly, which wouldn't match to the email address she initially entered on her order form (which, again, she entered incorrectly)Our representative updated our records to note her correct email address and directed her back to our website to report her problem.We are sorry to hear that Ms*** had a problem with her orderShe must report the problem on our Order Status & Returns page if she wants a resolutionTo access her order, she must enter her order number (81406634) and phone number (9***) or email address (***)We urge her to do so soon, as she is approaching thirty days from when she initially ordered (the maximum time allowed to report a problem)

Our core return
instructions require return tracking information to be entered on our
Order Status and Returns page to ensure proof of return and timely
creditingDespite not following the return instructions for core
returns and not being able to provide return tracking information for
the
core return, the customer was refunded to his original payment
method for his core on 8/31/

On 6/12, Mr*** contacted us to report that the speed sensor he ordered did not fit and that he did not confirm the fitment details the manufacturer provided prior to orderingWe invited him to return the part for a refundAs our Help page notes, shipping is not refundable unless the return
is due to our mistake http://www.rockauto.com/help/?page=4#Returns).The truck Mr*** owns comes with multiple transmission stylesWe don't know why other retailers do not note which transmission style their speed sensors fit.He also said the stabilizer bars he ordered did not fitWe provided him with a prepaid FedEx return shipping label to return the part for a refundHe has yet to return his parts.Our managers have multiple responsibilities and are not readily available to speak with customersAt the request of one of the individuals with whom Mr*** spoke, one of our managers did call and speak with Mr***

Mrs*** shares a PayPal account with Mr*** and Mr***She also has the same billing and shipping address as Mr***We don't know why Mr*** and Mr*** don't find our products suitable, but their return rate this year is more than 50%, which is an order
magnitude greater than the return rate of all our other customers.No merchant takes the decision to turn away business lightly, but their own behavior is telling us that our parts aren't what they need to get their jobs finishedWhen customer dissatisfaction is compounded with unprofitable sales, a reasonable merchant has no choice but to end the relationship, as painful as it is for everyoneBecause this decision is a reflection of their own ordering patterns -- and not our unilateral whim -- it is a final decision

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 package weighed 45lbs and contained all calipers, and was received at one location in NY. I have tracking and verification from USPS as to the size and weight of the box, as well signature verification that all calipers were received at their location in NY. Their directions on their website are not very clear in telling me to send these calipers to various locations across the United States, which would have cost almost as much as the core return. What is the point of a core return if you are going to make people send them to all over the US which negates the ability for a refund?
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,
*** ***

On 3/27, Mr*** placed an order for two Strut/Coil Spring/Mount Assemblies using a part number he found (as his attached order confirmation shows, "No Vehicle Specified")He did not order his parts by using our catalog, which requires one to search using their make, year, model, and engine size, then selecting parts based on fitment detailsHe ordered Monroe part numbers and 172368.On 4/30, he went to our Order Status & Returns page to report that he was shipped the wrong partsIn his report, we asked for him to confirm his make, year, model, and engine sizeHe chose "2007, Dodge, Caliber, 2.4L L4"We also asked if the product description, including the fitment details and images, matched what he neededHe said "No"The fitment details we showed him were "Front Left; SE Model; SXT Model" and "Front Right; SE Model; SXT Model", which means that both parts only fit a Dodge Caliber 2.4L if it is a SE or SXT modelMr***'s complaint notes that he owns an R/T model Caliber, which validates his online report and explains why the parts he ordered did not fit his vehicle.Our Help page explains that we do not accept returns for parts that have installed unless they are being replaced under warranty (http://www.rockauto.com/help/?page=4#Returns)Mr***'s parts did not fail; he simply chose and install parts that are not intended for his vehicleWe denied his return.We offer no refunds to Mr***We are not sure why he thought the parts he ordered would fit his vehicle; our website does not say that they do, which supports what the manufacturer (Monroe) told himWhile we are sorry to hear that his vehicle incurred damage, it is not true that the damage was caused by "falsely advertising"; it was caused by him installing parts that are not intended for his vehicle

We are sorry to hear that Mr*** was a victim of credit card fraud.We do not offer customer service over the phoneHowever, we do have a corporate receptionist who can direct Mr*** to appropriate department for help with his concern

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 see that Rockauto is simply shirking their responsibility to provide the correct product their selling system indicated would fit my applicationThey therefore falsely advertised the product and carelessly sent me the wrong productIf they would check deeper into the product line, there are no adapters for what they sent me and no matter what, will not fit my car. It was simply the wrong set of bladesThis is not a warranty issue!!!! There is nothing wrong with the bladesThe blades Rockauto sent were the wrong onesThis is their error and they need to own up to their error instead of hiding behind the whold warranty thing and the "if he's". I myself am in retail and we would never treat a customer the way Rockauto is treating meTheir actions are unethical!!!! Fix the wrong you created, Rockauto!!!! Is it really that hard to send me the right blades once I return the WRONG ONES SENT TO ME backI would even pay for the shipping back to Rockauto.]
Regards,
*** ***

I have had contact with both parties involvedRock Auto will not issue a refund cause there's no proof (even by way of my receipt) that the parcel was ever shipped & the U.S.P.S won't honor a refund or even seek an investigation without proof of products shipping box being viewed as a
damaged parcelRock Auto says the distributor (who remains to be unattainable to me) has already re-boxed it & stocked it on the shelf out of ***, N.Y

Mr*** ordered body parts that were shipped via truck freight, due to their size and weightDelivery of a truck freight shipment is a more formal, and legally binding, process than delivery of a small package (which FedEx or USPS may leave in a mailbox or a front porch)Truck freight
shipments are delivered by appointment and require the recipient’s signatureBecause that signature represents a transfer of responsibility from the carrier to the customer, our order confirmation (attached) for these shipments warns, “all parts should be unwrapped and inspected before signing for the delivery.” A similar message appears on the Bill of Lading sent with the shipment.When he signed for the shipment, Mr*** released the carrier from liability for any damageWhen he notified us the next day that the bumper cover support had been damaged, we explained that we can assist him in filing a claim with the carrier, but claims take up to days to process and may be denied at the carrier's discretion (per attached regulation).Mr*** sent us photos of the damage as well as an estimate for repair, and we filed a claim in December on his behalfWe are sorry it took so long for the carrier to process the claim, but they told us at the beginning of March that they would pay $for the damaged bumper cover support (the purchase cost of the part)We passed that refund on to Mr*** on March 2, We cannot ship a new part to him on his old order, but he can place a new order at his convenience

On 3/19, Mr*** sent us an email asking how to return his coreHe explained that he discarded the box in which the part he purchased was shipped because it arrived soaked in oilWe explained, as our Help page (which is linked to all parts with a Core charge) does, cores must be returned in the
box the replacement part came in (https://www.rockauto.com/help/?page=4#RETCRE)We explained that we could not refund his core without the manufacturer's box.We are sorry Mr*** received a part in an oil-soaked boxHowever, what our Help page says and what our representatives told him is true; we cannot refund cores without the original manufacturer's boxThe manufacturers with whom we work use the original box as a proof of purchase, ensuring that the core deposit they refund is for a part they actually soldThey do not accept purchase order receipts as proof of purchaseHad Mr*** contacted us prior to discarding the manufacturer's box, we would have either determined a way for him to return the original box or asked him supply photos to record the proof of purchase our manufacturer requiresSince he no longer has the manufacturer's box, we cannot authorize his request to return his core for a refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10953806. I have to accept because of the terms, but I do not accept because of the claims that every commercial says "All the parts your car will ever need"The said tensioner that they speak of(after much research on my part) is not rated for the chain that I purchased, and with saying that they simply do not have it in stock is a statementI have installed the part under pretenses and thus voided my warranty(the info they provided also supports what I'm saying as it states it's for a "silent type chain")My wear and tear my hours are not compensated, and as they said they are not responsible for that I am thus rejecting their acceptanceAs far as a conclusion to this I wait for a response to my claims.
Regards,
*** ***P.STheir documents are my proof

Mr*** ordered a strut in December 2016, which fits Volkswagen Jetta's up to the year of He chose the part using a part number search and did not search using the make, year, model and engine size of his vehicle.Using our Order Status & Returns page, he requested a warranty replacement
in February and selected that he has a Volkswagen JettaOur online catalog does not list the part number he ordered for this vehicleHe called us and confirmed that his vehicle is a Volkswagen Jetta.Since Mr*** installed a part on a vehicle for which it is not intended, he may not return it and we cannot provide a replacement under warranty

On 12/24/2017, Mr*** went to our Order Status & Returns page to report that the Catalytic Converter he ordered failed under warrantyHe abandoned his report before completing itHe also left us a voice mail to explain the same problemWe replied via email explaining the following:I'm
sorry to hear there is a problem with your catalytic converter. Manufacturing or structural defects are covered under warranty, such as an incomplete weld or perforation rust, but damage due to impact is notConverters that fail due to a performance defect are relatively rareTypically, a performance failure is due to a problem with your vehicle's engine management system, causing your fuel to burn too rich which breaks down the catalytic converter and doesn’t allow it to function properlyExcessive carbon and soot can also lower the efficiency of the converter.All returned converters are subject to inspection to ensure that their failure is covered under warrantyIf the failure is determined to be due to other factors in your system or an impact, the warranty will not be honored.To send your converter in for inspection, please place a new order for the same part number onlineOnce you've received the new part, installed it and verified that it works, you can visit our Order Status & Returns page and set up a return as Broken / Warranty. You will set up the return in the new order since we want to refund you for the amount you paid for the replacement if the part passes inspection and is covered under the manufacturer's warranty.We did not hear from Mr*** again until 3/15, where he sent us an email explaining the same problemHe also mentioned that he purchased a replacement locally, therefore he simply wanted to return his part for a refundWe repeated that his part would need to be returned to and be inspected by the manufacturer, who would determine if it failed due to a manufacturer's defectHowever, regardless of the outcome and as it is explained on our Warranties page, warranties offer only replacement of the defective part with another part: no cash refunds.Mr*** may certainly invoke the warranty of the manufacturer who made his part (Eastern Catalytic Converters) using the instructions we gave him on 12/24/But his warranty is subject to inspection, and is limited to replacement only

My complaint is that all of the ways they gave to resubmit the order with the discount code didn't work. I tried calling and was hung up in by the receptionist, I tried changing and the chat line kept saying it was closed when it was during the week and open business when I tried to chat. I sent emails that were not responded to. I tried everything to get help with applying my discount to the order. After all that, they say it's too late to apply a codeSo, im reaching out to management that can give me the discount I tried every avenue to useI shipped to my nechanic, but I placed the order and paid for itAlso, please note that you guys charged me $(each times for the return) for the fed ex shipping back to youThe agreed amount was $each for shipping, not the $you charged against my core returnSo this adds another $due in a credit in addition to the original credit I requestedThe compaint is as stands, there has been no customer service available for my order

We have nothing further to say to Mr***

We apologize for the trouble Mr*** experienced on this orderWe did mistakenly advise that the manufacturer would not consider claims and are sorry for that misinformationWe are now pursuing a claim with Valeo for the installation costs he incurred and will be following up with Mr
*** directly to let him know what, if anything, the manufacturer is willing to doAs our Warranties page explains, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product

This
customer, who our records show have only one past order with us for
$worth of wiper blades from January in addition to this order
from May 2015, returned a part that he claimed had only been
installed for three daysThe photos of the returned part (see
attached) show mounting holes
with signs of rust and wear, which are
signs of use that develop over several months (at the least) rather
than daysIn addition, the returned part appears to have physical
differences from the Cardone part number *** that we shipped to
the customer
(http://www.cardone.com/Products/Product-Detail?productId=***&p=rock)
We would be happy to refund the customer for a defective part if he
returns it to us, but since the purchased part does not have a core
charge associated with it we will not be refunding this customer for
returning his old, used pumpThe customer's pump has been returned
to him at no additional cost