Natural Talent

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

im not Mr***, I am the buyer of the parts and my name is posted on this complaintAfter a long wait and no response I have filed a partial chargeback with my bank and they will deal with this furtherLaziness to ship on time, which I was told the issue was laziness is not my issue its theirs. 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 are sorry if our representatives were less than professionalMrR*** ** ***'s ex-wife placed an order using his credit cardShe
is an authorized user on his account, so American Express does not consider it a fraudulent chargeWhen MrR*** ** *** contacted us about the order, it had already shipped and could not be canceled, as the supervisor he spoke to explainedHe refused the package and we issued a refund on 11/4, 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 mistakeIf a customer refuses delivery, the cost of return shipping is deducted from the refund

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

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

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)

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

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

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 ***

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!

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,
*** ***

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

[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 6/6, we issued Ms*** store credit for the part she returned to us

We are sorry that Mr*** did not want to use the premium wheel bearing & hub assemblies that he purchasedWe verified with the manufacturer, ***, that their part does not have the retaining screw hole for the Chevrolet Silverado application and that this is a feature only necessary for
production of the car at the factoryI have attached a document from *** explaining thisSome manufacturers do include this retaining screw hole, which is how Mr*** was able to find another brand locally that included it, but it is not essential for installation or function.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 mistake

On 10/09/13, Mr*** ordered a Walker brand catalytic converter, part number 50526, at the listed price of $The manufacturer's warranty for this part is for: "25,000-mile catalytic performance, 5-year/50,000-mile structural integrity," as displayed on our warranties page
(http://www.rockauto.com/docs/warranty)Our warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the product's manufacturer.On 11/22/17, Mr*** visited our Order Status and Returns page to file a warranty claim for this partOur return page asked him whether he installed the part, and he replied that the 'damage was obvious so [he] did not try to install the part.' Since we have a day return policy (http://www.rockauto.com/help/?page=4#Returns), and warranties apply to installed parts, our returns page displayed a message indicating the part was not returnableHowever, it appears he answered the question above inaccurately, and in fact discovered a structural defect after installing the partWe have deleted his return attempt so that he can arrange a warranty replacement on our Order Status and Returns page (https://www.rockauto.com/orderstatus/orderstatus.php).Mr*** will have two options for warranty replacement: 1) Return the part for inspection, and if his clam is approved, we will ship a replacement at our expense 2) Place a new order for the same brand name/part number, and return the defective unit for inspectionIf his claim is approved, we will issue a refund for the replacement part cost, and economy shippingIf he arranges a return on our Order Status and Returns page, he will be provided detailed return instructions.We are sorry that Mr*** called our corporate reception line hoping to receive customer serviceWe keep this phone line open for external stakeholders, such as part suppliers and shipping companiesAs the greeting message we played for Mr*** explained when he called, we do not offer customer service by phone.As our Help page explains, manufacturers set prices (http://www1.rockauto.com/help/?page=2&qsearch=price#pricerange)Prices can fluctuate over time according to manufacturer pricing decisionsAs of this message, Walker part number has a list price of $on our catalogOur Help page also explains that shipping costs reflect the size and weight of the parts, your location, and current carrier rates, including discounts we receive as a high-volume shipper (http://www1.rockauto.com/help/?page=3&qsearch=price#SHIPPINGCOST)We don't profit from shipping, but pass on carrier costs (and discounts) directly to our customers.Mr*** is welcome to pursue a warranty replacement through our Order Status and Returns page within the specified warranty period for this part

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,
*** ***rock auto sent me instructions on returning item,with prepaid label,then states once they recieve the item they will refund purchase price (minus) the cost of labelIf it was my mistake of ordering the wrong part,I would agree,but the company advertised a part that will not fitI have previous shipping costs to and fro,that rock auto should be accountable forTHE PART WAS NOT WHAT THEY STATED!!!!!! If they agree to pick up all shipping cost we'll end this

We are sorry that our catalog recommended the incorrect part for Mr***We have corrected the error and all shipping for the wrong part should have been pre-paid, though Mr*** did opt to purchase a return label for another part he returnedI have refunded the $that was mistakenly
deducted for the return shipping on the wrong part, in addition to the cost of the part and its original shippingMr*** has received a full refund for the incorrect part but no refund is due for labor to install/uninstall that partAs our Help page explains, if a part doesn't fit, don't try to "make it fit" and risk damaging the part, your car, or yourself! RockAuto is not responsible for any costs exceeding the cost of the part

On 3/28, Mr*** arranged Core returns for the parts he purchased earlier that week (a "core" is a deposit one pays up front which is refunded after returning the part you are replacing)We authorized his returns and provided two sets of return instructionsOne with an address in NY, another with an address in AZ(the parts came from two separate locations initially)Later that day, he entered FedEx tracking for both returns (from labels he purchased from FedEx on his own).Our warehouse in NY received the core they were expecting on 4/We refunded him for that core the following day.Both tracking numbers the customer provided show deliveries to our warehouse in NY, so he shipped one of the cores to the wrong placeOn 4/25, we asked our warehouse in NY if they received the part Mr*** was supposed to return to AZThey have no record of receiving that part.Customers occasionally ship returns to the wrong place, as Mr*** didIn almost every case, our warehouses notify us the moment they receive something they did not expectWe are sorry that one of his cores is no where to be found, but we cannot refund him for something we don't have