Natural Talent

On 12/09/17, Ms*** visited our Order Status and Returns page to arrange a return for the brake kit she orderedWe provided return instructions, which noted; "After you've shipped the package, please enter the tracking number on our Order Status page (http://www.rockauto.com/orderstatus/) so
we can alert the warehouse staff to expect it." We have no tracking number on file for Ms***' return.If she has her return tracking number, we ask that she enter it on her Order Status and Returns page, in the "Enter Return Tracking" boxSo long as this tracking number shows the package was delivered to the correct address, she can expect a refund within three business days of entering it on our Order Status and Returns page.RockAuto does not offer customer service over the phone

On 10/31, Mr*** went to our Order Status & Returns page to arrange a warranty return for the catalytic converter he purchased 9/In his report, he noted that his part arrived damagedWe declined his attempt because product damage is not covered under a manufacturer's warrantyOur day
return policy does cover damageHowever, since Mr*** did not report the damage within days of ordering, we denied his request.It appears Mr*** was attempting to report a product defect, not damage***'s warranty does offer replacementHowever, since they are currently out of stock, he may use the return instructions we emailed to return the part for a full refundAs our Warranties page notes, warranties offer no reimbursement for shipping costs, so Mr*** is responsible for return shipping costs (http://www.rockauto.com/docs/warranty)We will issue a full refund within business days of receiving the part

RockAuto did not specify "restricted delivery with signature" for Mr***'s shipment.We contacted DHL and a representative confirmed that DHL changed the terms of delivery to require signature service for reasons the representative could not explainFurther, DHL provided information which corroborates Mr***'s statement that delivery was not attempted on the 30thSince DHL failed to delivery Mr ***'s package on time, we emailed him return instructions with a prepaid DHL return shipping label to return the parts he does not need for a full refund (including his original shipping charge)We are sorry DHL was late in delivering his parts!

On 8/2, we refunded MrHartman for the two parts he did not receive

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
I ordered a pair of CV axlesOne sheared in half when I was on the highwayMy vehicle was immobilized, thankfully without injury on my partI had my vehicle towed to a repair shop where they diagnosed the issue as bad cv axlesThese are the axles that I ordered from Rockauto earlier this yearWhen the axle broke, the impact of it damaged other parts of my car, which I also had to replaceThe axle that did not sheer in half was creaking badly, and the repair shop strongly recommended replacing it as well before it broke too which I immediately did out of fear of that happening. When I ordered the axles from Rockauto, I noted that they carry a lifetime warranty by the manufacturerI contacted Rockauto and told them the issue and they told me that the warranty is only daysI pulled up the item on their website which states the lifetime warrantyThey told me I was confusedI pulled up the manufactorer's page where they also advertise a lifetime warranty and sent this to rockauto's email only help teamThey again told me I was wrongI then called the part manufacturer who agreed that Rockauto was attempting to dodge their responsibility, confirmed that their policy is a LIFETIME REFUND OR REPLACEMENT and said that Rockauto should honor that guaranteeAgain, Rockauto denied this. I opened a case with Revdex.com at this point, and Rockauto immediately sent me a message saying that they don't have to help me, but since I am such a good customer that they would refund me my money for the axle that broke in halfI repeated that I bought the axles as a set, and on the advise of my mechanic and the audible sound of the other axle failing, I need a refund on both partsThey told me that until the other axle literally snaps in half like the first one did, they won't replace itThis seems like a dangerous propositionI am not going to put myself in the position of continuing to drive on a faulty part until it snapsAgain, I am requesting that both axles I purchased be refundedI have them ready to shipThey are both defectiveI paid $That is the refund I am requestingIt does not seem unreasonable, and the manufacturer of the parts agrees with me on thisWe are just waiting on Rockauto to make right on their LIFETIME WARRANTYFrom the manufacturers website: If a TrakMotive product is found to be defective, the purchaser’s sole and exclusive remedy shall be for the repair or replacement of the defective product or for a refund of the purchase price
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 and no reimbursement of labor costs, shipping costs or
other expensesMr*** contacted us on 6/20/to request a warranty replacementHe spoke to representatives and managerWe provided Mr*** with return instructions to send the faulty part back, and explained that when we see it is in transit via tracking we will ship his warranty replacementHe has not yet returned the part

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11146315, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
RockAuto does not specify a restocking fee and especially a restocking fee of 25% on parts from a refusal of shipment. Again, I will accept the deduction of the shipping costs, but I WILL NOT ACCCEPT the deduction of a restocking fee
Regards,
Gregory ***

Since the radiator and cap shipped from the same location, they were
put into a single shipping box that fit bothAs our Help page
explains (http://www.rockauto.com/lang/en/answersTab4.html#Returns),
every part we sell may be returned within days for a refund of the
part priceShipping
charges are not refundable unless the return is
due to our mistakeSince we made a mistake by sending a damaged
radiator, all shipping was refunded in addition to the part cost for
that radiatorSince no mistake was made on the radiator cap but it
was not wanted, shipping is not refundableThese parts were returned
to the same location, so we covered the return shipping of both
parts.We have refunded the customer in full, except the outbound cost
of shipping the unwanted cap

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

On 10/4, Ms*** went to our Order Status & Returns page to report that she received the wrong power window motor & regulator assemblyIn her report, she noted that she needed a motor with a pin connector, not the pin connector which we advertised and she received (meaning she ordered
the wrong part for her vehicle; we suspect she needs one which does not have the "1-touch" feature)We authorized her return in good faith that she would return the product she purchased, not one component of it.On 10/13, our warehouse reported that she returned just a motor, not the full assembly we sold herAs both our Help page and the return instructions we sent her note, returned parts must be complete to receive a refund (http://www.rockauto.com/help/?page=4#Returns)We offered to ship the motor back to her at her expenseShe did not reply, so our warehouse discarded the part on 10/27.We are sorry Ms***' mechanic chose to install one component of the power window motor & assembly she ordered prior to ensuring that it was correct for her vehicleBut we cannot refund her for a product she installed, even if she only installed one of the components (we can only sell the product as an assembly)

Mr*** rejected our offer, but presents no new information and our original message responded to all the same points.Mr*** chose a flasher listed in our online catalog as a "3-Prong Type"The part he was replacing has prongs, so he ordered incorrectlyWe have successfully sold this part several times for Mazda MiatasWe will issue a refund once this part is returned, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.Please remove this from the queue.Thank you, *** Customer Relations

Our
Help page explains that sometimes manufacturers buy parts from other
manufacturers and re-sell them as their ownIn doing so, they
declare the quality of the part worthy of their name and stand behind
the product with their warrantyWe have no control over manufacturer
supply chainsWhen
we buy a part from Brand X, we pay X's price for
it, and your price is based on our costIf you disagree with a
manufacturer's purchasing decision, you may return the partShipping
is not refundable
(http://www.rockauto.com/lang/en/answersTab4.html#DIFFCO)
This customer ordered two Bendix parts
and we shipped what he orderedPrior to shipment the warehouse
noticed damage to the part box, so prior to shipment we confirmed the
customer wanted that undamaged part shipped despite the damage to the
boxIt seems the shipper repackaged it using a generic box so as to
protect the part from damage during shippingHe reported both parts
would fit on his vehicle but he wants to return them because they are
not identicalWe offered to review photos if he would send them in,
but the customer never send anything to usWe confirmed with Bendix
that they do in fact source these parts from multiple sources, which
explains aesthetic differences
We do not charge restocking fees for
returns within days nor was one applied to this return, so we are
not sure what the customer is referring to in reference to thisOur
employees do not have ID numbers, but the customer spoke to two
representatives (the second of whom was a manager, whom the customer
was transferred to upon request and who provided his name and
extension)Both representatives provided RockAuto’s explanation
and decision regarding this orderSince we shipped what the customer
ordered, MrChelstrom is welcome to return the parts if they are not
wanted withing our day return window but he will be responsible
for shipping costsThe customer's
submission to the DATCP was replied to in a timely manner and no
further action has been requested of us regarding that submission

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.] They have given me no way to return their itemI emailed them twice on this matter to let them know the box was destroyed, neither of their responses said anything about me taking pictures so that they could make an exemption, as proof of my purchaseThey said they can show no proof that I purchased it without the plain white cardboard box returnedThere was nothing on that box that acted as a receipt for the manufacturer, other than my part inside and the shopping label that would be on the outsideTheir response for me and the Revdex.com to see now says they would except photos instead but today is the first time this was saidThis response from them came todayApril 4th
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,
*** ***

As stated in our previous response, we agree our catalog was incorrect when Mr*** placed his orderWe will correct that mistake.This message concludes our correspondence with him

We cannot find an order in our system which matches the problem Mr*** is reporting using the contact information the Revdex.com has providedHe needs to provide the RockAuto Order Number to which his complaint refers

On 1/15/2017, Mr*** ordered Autoline part # COn 1/19, he went
to our Order Status & Returns page to report that he ordered the
wrong partWe authorized his return and provided return instructions
We issued him a store credit, which was the refund method he chose when
he arranged his return, on 2/His store credit included the core
deposit he paid up front ($part + $core - $shipping
label = $208.38, the amount of the store credit we issued)
On 1/20/2017, he ordered Autoline part # COn 1/27, he went to our
Order Status & Returns page to arrange a return for his coreWe
refunded his Discover card for the core he returned on 3/(less the
cost of the return label he used)
We have refunded Mr*** for everything he returned using the refund
methods he chose when he arranged his returns online (store credit and a
Discover card)We offer no further refunds, nor will we change the
store credit we issued him more than months ago to a refund to his
credit card

On 4/7, Mr*** contacted us to report that tracking for his order showed no movement, suggesting that his package might be lostWe immediately started a trace with the carrier so they could locate and deliver the partHe pointed out that the tracking details suggested that the part had not
shippedHis part had shipped, but tracking had yet to be updatedSince it appeared that his order would arrive later than we told him it would when he ordered, we provided return instructions with a prepaid FedEx return shipping label to return the part for a full refund (he said he had to purchase the part locally because of time constraints).We issued his full refund on 4/

On 7/12, Mr*** contacted us to report that he refused delivery of the hood he ordered because it arrived damagedWe shipped a replacement later that day, which he received 7/