Natural Talent

We are sorry if our representative was less than professionalMr*** ordered parts listed in our online catalog for a vehicle "with vented rear rotors"The catalog listing for this part does not specify a trim level such as SE or SXTWhen he called, Mr*** told us that his Charger has
solid rear rotors so we informed him that he ordered incorrectlyWe issued a refund for the parts on 9/8, but as our Help page explains, shipping charges are not refundable unless the return is due to our mistake

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 business's response fails to address the following facts No delivery was attempted by the carrier during business hours.Rock Auto specified restricted delivery with signature.I reiterate that I demand Rock Auto provide a prepaid postage label for the parts delivered late and unwanted and full refund for the price of the parts and the shipping charges, for expedited shipping, which was not accomplished.. That is the only acceptable resolution
Regards,
*** ***

On 2/20, Mr*** ordered wholesaler closeout wiper blades for his
ExplorerThe length of each blade was noted in the products'
descriptionsWe shipped them the same day and FedEx delivered them
2/On 4/15, he contacted us to report that the wiper blades on his
Explorer did not
match the length of the ones he orderedAs our Help
page notes, parts may be returned within days of the original
purchase (http://www.rockauto.com/help/?page=4#Returns)We cannot
accept Mr***'s return

On 7/11, Ms*** ordered an A/C compressorShe addressed it to the country of ***The order shipped the following dayThe part is currently being returned to our warehouseAs soon as we receive
it, we will refund her the amount she paid for the part less the shipping we paid the carrier to attempt delivery at the address she provided and the shipping we will be charged to have the part returned to our warehouse.The water pump to which Ms***'s complaint refers was ordered separately the following dayShe addressed that order correctly and received her parts promptly

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

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.]I contacted the manufacturer directly and confirmed that the part in question has had no design changes in the last several years and that all parts of this specific line come with zerk fittings Seeing as Rock Auto is the distributor and the issue came into question, any business that cares about their customers would have checked instead of just speculating Bottom line is the customer service I received may be some of the worst I've ever encountered The other issue is that Rock Auto charges for shipping So if I had sent the part back for a store credit, that money would have gone to pay for shipping pretty much on my replacement order So I would have paid for shipping to receive the incorrect part and then had to pay for shipping again to receive the correct part I even sent the response I received from the manufacturer and did not receive a reply to that email meaning they know they are in the wrong on this
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.It is not acceptable to say that my vehicle is the one causing the part to be defective. The business needs to take responsibility for a faulty part that cost over $and refund our money. I do not want to exchange the part as I do not want to do business with this company anymore. I am also going to tell every person I know and use social media to say that this company is shady and does not treat their customers well. I am in the automotive parts industry and we don't treat customers like this. I am still asking for a refund of the purchase price plus shipping
Regards,
*** ***

This customer presents no new information in his rejection and we have already stated that we will no longer accept his return given the age of his order. As our Help page explains (http://www.rockauto.com/help/?page=4#WRONGPRT), manufacturers sometimes make minor changes without changing the part number so the part may look slightly different than the picture in our catalog, but the fit and function should be the same.We accept returns within days, as stated in our return policy (http://www.rockauto.com/help/?page=4#Returns)Mr*** placed his order on 5/10, but did not request a return until 10/Although his order was well past our return window, we offered a one-time exception to allow him to return the part for a store creditThis credit could be used for anything in the RockAuto catalog and would be valid for one-year from the date of issue. We're sorry Mr*** found our offer of store credit inadequateSince his order is now nearly six months old, we will no longer accept this return.Please remove this from the queue. Thank you, *** Customer Relations

On 6/17, Mr*** went to our Order Status & Returns page seeking replacements for Moog parts which failed under warrantyWe authorized his return and offered replacementsHe chose to place a new order and return the defective parts for a refund.On 6/24, he contacted us to report that the
Moog replacement parts he received were also defectiveWe offered to have all parts from his initial and warranty replacement order returned for a full refund and provided prepaid FedEx return labelsHe has yet to return the partsHowever, and as our Warranties page notes, manufacturer warranties do not cover labor or other expenses (http://www.rockauto.com/docs/warranty)

This message concludes our correspondence with Mr
***

Mr***'s name is not on this orderBased on his complaint, and our records, it appears that Ms*** *** ordered on his behalfThis order was placed on Saturday 1/Her shopping cart and checkout pages showed that her order would be shipped by DHL and FedEx and that she should receive
the order by Wednesday 1/We shipped Mr***'s order on 1/and she received them on Wednesday 1/We offer no refund

We are sorry that Ms*** had such a poor interaction with one of our employeesWe have since followed up with him to avoid similar problems from arising in the futureWe have provided Ms*** with a prepaid shipping label to return this part for a full refund

Mr*** rejected our response, but presents no new information and our response had already responded to all the same points. Mr*** ordered stabilizer bar bushings for a vehicle with mm bars, as specified in our online catalogHis vehicle has mm bars, so he ordered incorrectly. As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), we will not accept returns of parts that have been installed or modifiedMr*** oiled and attempted to install the bushings, so we will not accept a return for his order.Please remove this from the queue

On 1/22, Mr*** *** (on behalf of Ms***, we presume) went to our Order Status & Returns page to arrange a return for a part he ordered incorrectly on our websiteWe authorized his return and asked if he wanted his original payment method refunded or if he wanted a store creditHe
chose the former optionWe provided return instructionsWe issued a refund to his Visa card on 2/7.On 2/12, Ms*** sent us an email saying that the Visa card to which we issued Mr***'s refund was no longer validWe explained that, due to our merchant agreements with various credit card companies and payment companies, we must issue all refunds back to the card used initiallyWe recommended that she contact the financial institution who issued the card to determine how she could recover the funds we refunded.We have already issued Mr***'s refundWe cannot assist him or Ms*** further in recovering the funds

Here is a little more information in regards to my order number ***.I have attached some photos and a link to a thread askin for other opinions in the way the ad was advertised.Thread: http://www.torontomustangclub.ca/forums/showthread.php?12634-What-do-you-make-of...⇄ photos show the
part number as a head gasket/set and includes (1134L and 1134R) which would mean left and right.The other photos show how clearly rock auto shows when gaskets are sold separately and that nothing else is includedAlso all of these gaskets are listed in the same category for the same car

On 10/25, Mr*** went to our Order Status & Returns page to arrange warranty replacements for parts he purchased 4/We gave him two replacement options:He returns the parts right awayWe would ship replacements once we had tracking showing the defective parts were on their way back to our
warehouse.He re-orders the same partsWhen ready, he returns the defective ones for a refund on his new order.He chose option 2.He placed a new order for the parts he needed later that dayOn 11/9, he returned to our Order Status & Returns page to arrange core returns on his new order (he ordered remanufactured parts, which carry a deposit that is refunded after returning your original parts)We authorized his return and sent return instructionsWe refunded one core on 11/15, the other on 11/17.On 11/20, he contacted us asking why he was refunded for his cores, not the parts he returned under warrantyWe explained that he arranged core returns, not warranty returnsWe asked our warehouse if they still had the parts readily available to amend the customer's returnOur warehouse replied the following day saying that the parts Mr*** returned had already been processed as cores and sent back to the manufacturer.At the customer's request, a manager called Mr*** on 11/to explain that we could not undue the return that Mr*** mistakenly classified on our Order Status & Returns page.We are sorry that Mr*** arranged Core returns when he intended on returning defective parts under warranty and that our warehouse was not able to undue his mistakeBut we cannot refund him the full value of the parts he returned when we can only expect a refund up to the value of the cores from the manufacturer

On 5/25/5:18pm CST, Mr*** placed an order and chose DHL Domestic Express shippingHis shopping cart and checkout page showed "You should receive by Tuesday, May 30"We shipped his part the following dayDHL attempted delivery on Tuesday, May 30, but report that the recipient was not
homeThey delivered the part the following day.We are sorry Mr*** did not get his part when he hopedBut since we shipped his part on time and delivery was attempted on the expected delivery date, we cannot refund his shippingIf he does not want the part he received, he may arrange a return on our Order Status & Returns pageIf he does not prefer DHL for future shipments, we offer other express shipping methods for most parts

On 1/4, Mr*** went to our Order Status & Returns page to report that the struts he ordered failed under warrantyWe determined that his parts did not fail, but were listed incorrectly for his vehicle when he first purchased them on 4/25/(we have since corrected our catalog)We offered
a full refund and provided return instructions along with a prepaid FedEx return shipping labelHe accepted our offer, and he received his full refund on 1/30/2018.As our Help page explains, RockAuto is not responsible for any costs exceeding the cost of the parts purchased (http://www.rockauto.com/help/?page=4#Returns)We will not refund Mr*** for his installation or labor costs

This complaint is a duplicate of complaint ID ***We will respond to complaint ID ***

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,
*** ***