Natural Talent

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

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,
*** ***

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

We contacted Mr*** on 8/to offer a prepaid FedEx return shipping label to return his defective part for store credit (for the amount of the part he ordered and the cost to ship it initially)He accepted our offerWe will issue his store credit within business days of receiving his
defective 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. Thanks but with Rockauto, I have already went over with this and I do not need to go over this. As far as any mechanic would dispute to that, regardless if it was a kit or not, as long as the all componets of the parts are replaced all at once, but seem like an insult to my complete understanding to the warranty as well as a mechanic. I just want to note my complaint how poor their knowledge as well as their customer support. Again I already air my grievance with them and already lost a customer forever will never do business with them.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

On 12/27, Mr*** went to our Order Status & Returns page to report that he was missing the part he orderedIn his report, we asked that he confirm the address he entered on his order form, which is the address we printed on his FedEx shipping labelHe confirmed the addressWe immediately
started a trace with FedEx and asked that he return to our Order Status & Returns page if he did not have his part by 1/3.On 1/3, Mr*** returned to our Order Status & Returns page to report that he still did not have his partWe shipped a free replacement the following day.On 1/at 9:54am, FedEx contacted Mr*** because the address noted on the shipping label (which matched the address he entered on his online order form) was not correctMr*** instructed FedEx to deliver to a different addressFedEx delivered to the address Mr*** gave them on 1/10, as his tracking number shows.We are sorry Mr*** has yet to receive the part he orderedWe have shipped two parts to the address he specified on his online order formWe will not ship moreAnd since FedEx confirms delivery at the alternate address Mr*** gave FedEx, we will not refund him either

[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,
*** ***

Mrs*** reported the problem with the wiper motor and we provided return instructions with a prepaid shipping labelWe issued a full refund on 12/As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), because the turn signal switch was installed and simply not needed, we
will not accept a return 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're
sorry two tie rod ends were shipped incorrectly to this customerWe
offered to reship the correct parts using the same shipping method he
chose on the original order (USPS Priority) without requiring return
of the wrong parts, or refund him in full for the incorrect products
We
explained that since we don't profit from shipping and our part
price markup is already very low, we are unable to express ship parts
to him for freeSince he repeatedly verbally abused our
representatives with yelling and sexist/vulgar comments and
threatened to charge back the order despite us offering to resolve
the issue, we unfortunately are unable to continue business with the
customerThe customer has been refunded in full for the two
incorrect items

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

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 12/16, Mr*** ordered a re-ring kit for his vehicle (a re-ring kit includes several parts to repair part of an engine).On 1/2, he contacted us to request that we call him to discuss a problem with his partsLater that morning, one of our representative's called him and learned that
the head gaskets provided in the kit were not correctSince Mr*** had already installed the other components, our representative offered a $refund, which he could apply toward the purchase of the parts he needed to get locallyMr*** accepted our offerWe issued his refund later that day.On 1/3, he contacted us again because the parts he needed to obtain locally cost more than the refund to which he had already agreedWe authorized a return for Mr*** so he could get a refund.On 1/15, our warehouse reported that the cylinder head gasket that Mr*** returned had been installed and showed signs of over-heating, meaning he installed a part he knew did not fit correctlyAs our Help page notes, customers should not try to make a part fit if it won't (http://www.rockauto.com/help/?page=4#Returns)Also, we do not accept returns for parts that have been installed unless they are being replaced under warrantyMr***'s part didn't fail due to a manufacturer's defect; it failed because it was not correct for his engine, a fact he knew before he installed itWe will not ship him a replacement and we will not refund him more than the $we have already refunded

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

Revdex.com:well I guess I was scammedMy problem has already been repaired by parts purchased in "auto zone." I have already expressed that there was no manufacturing defect with the parts that were sent, they are poor quality parts that are not designed for vehicles , they are cheaply made unsafe unreliable partsSending me new ones will not solve anythingI have explained that twice alreadyI believed involving a third party would get me reimbursed and give you an opportunity to fix your wrong doing and help you improve as a business but that did not happenAt this point I wish to not continue complaining it is not worth my timeJust know that I will not do business with rock auto ever again and will discourage my friends and family from purchasing anything from youInjustices happen in the world; I did my part in reporting it.hopefully you get quality complaints like mine and not wrongful death lawsuits due to malfunction of your poor quality PartsYou may keep my money; I will not loose sleep over it, just know that it was illegally obtained and there was no fair trade from itCase may be closed alreadyGoodbye!
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,
*** ***

Mr*** just addresses the same complaint in his refusal of our responseWe already explained that he received what he ordered and that this exact situation is explained on our Help pageWe have nothing new to add to our response and will not issue any additional refund. As our Help page explains (http://www.rockauto.com/help/?page=4#DIFFCO), 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 chains. We spoke to a technician from Denso who explained that they do not manufacture fuel pump modules for Chrysler vehiclesAmong these vehicles is Mr***'s Dodge pickup truckDenso sources fuel pumps for these vehicles from the original equipment supplier, ensuring they meet strict specificationsWalbro manufactured the original pump for Mr***'s vehicle, so Denso sourced their pump from Walbro. We issued a refund on 11/3, 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 our queue

Miss *** sent back the part on Monday 2/and we shipped her replacement the next morning, Tuesday 2/Miss *** emailed at 10:that night asking to change the shipping addressBecause we shipped the replacement part before she emailed asking to change the address, we explained that we were
unable to change the shipping addressThe current resident at Miss Fay's previous address in Stillwater refused this package on Tuesday 2/and it was then lost by the carrierWe issued a full refund to Miss Fay's Visa on Friday 2/

On 5/28, Mr*** went to our Order Status & Returns page to report that he received the wrong partWe authorized his returnOn 6/14, our warehouse reported that the part was not returned with its original manufacturer's packagingAs our Help page notes and as it's written on the return
instructions with which Mr*** was provided, parts must be in their original, unmarked manufacturer's packaging to receive creditWe offered to return Mr***'s part at his expenseHe did not reply for two weeks, so our warehouse disposed of it

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,
Fred *** I have heard from Rockauto. They did agree that the product cause damage to my vehicle but refused to refund my purchase price. Fred ***

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,
Martin Krimm, I had no choice but to return the part that was sent to me from Rock Auto by mistake "except" to return it under "warranty"Rock Auto's website has no options to send a part that was "not" ordered by a customer and get the part that was orderedHow can a company send a "wrong" part to a customer and expect the customer to be responsible for the companies mistake? Rock Auto got their part back and I had to pay the shipping charge to return it-how is this fair? All I wanted was to be compensated for shipping the part you sent me by mistake- it is only a few bucksIf I had "ordered' the wrong part I could understand me paying the return shippingIf this is the way Rock Auto does business then I will spend my money elsewhereJust check to see how much money I have spent with you in the past and if it is worth losing a loyal customer over a few bucks then so be it