Natural Talent

This
customer ordered a rear bumper cover as our listing specified, and we
shipped what was ordered: a rear bumper cover that (as our site
states) is reconditioned and ready for preparation and paintAs
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 shipped exactly what was ordered, no
shipping charges are refundable

On 10/28, Mr*** went to our Order Status & Returns page to report that the tie rod end he ordered was defectiveIn his report, we asked if the vehicle information he chose when he first ordered matched the vehicle he ownedHe said 'No'We asked him to indicate the vehicle he owns, which
was not one which the tie rod end he ordered fitsWe denied his request for replacement because, as our Warranties page explains, warranties apply only to the vehicle for which the part was listed in our catalog and on which the part was originally installed.On 10/31, he sent us an email explaining why his vehicle is somewhat unique, but the part he ordered would fitHe also explained that the part he received was defective from the factory because the hole for the grease fitting was not tappedOur representative confirmed that the manufacturer of the part, Moog, does not tap threads for their grease zerks; they are self-tapping (meaning he did not receive a defective part)We sent him return instructions to return the part for a refund if he did not want it.Later that day, he sent us another email asking how to return his partWe reminded him of the return instructions he was already sent and directed him to our Order Status & Returns page, where he could get the same informationHe has yet to return his partHis return authorization is valid until 11/22.RockAuto does not have customer service over the phoneOur Help page (http://www.rockauto.com/help/?page=1) explains how to find and choose parts, as well as how to place an orderFor help with existing orders, our Order Status & Returns page (http://www.rockauto.com/orderstatus) can provide immediate solutions 24/7, without the need for multiple emails or waiting on holdAll of the information we have is shown in our online catalog and self-service helps keep our prices low for everyone!

We authorized returns for Mr*** *** back in August, when she first reported the problems she encounteredThose return authorizations have expired, and we offer no moreWe have nothing further to say to Ms*** ***

The appropriate venue for Mr*** to receive customer service is our website

I'm not sure why the consumer's rejection of "It did not show a date before purchaseI believe the item should of been shipped same day (since I paid for next day!) not shipped the next day." came back to us.I already referenced that the shopping cart on our websitedoesshow the date of arrival, in my initial response:"We 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 confirmation."Thanks,***Customer RelationsRock Auto, LLC

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,
*** *** The radiator and cap were not placed in shipping container that fit bothThe ORIGINAL box that housed the radiator was opened and the cap was placed inside with radiator, the box was resealed and shipped out in original radiator packagingAfter receiving a broken radiator, I returned the radiator and cap packaged exactly as the were when they were shipped to me, because I could not use a radiator cap without a radiator in working order I did not decide I no longer wanted the radiator cap until I received a broken radiator Had I ordered ONLY the cap, I would understand their decision to not refund shipping

As the correspondence Ms*** provided notes, she told us that "the bolt holes do not match what so ever." It was reasonable to conclude that her attempt to install the part failed before she altered the part from its new condition because she noticed the problem with the bolt hole alignment before continuing furtherOur warehouse reported that the bolt holes showed obvious signs of being torqued down, meaning Ms*** chose to attempt installation of bolts she knew were not properly alignedWe are sorry we misinterpreted her initial report, which is why we paid the cost of returning the clutch kit she sent usBut we will not refund her for a clutch kit she installed, nor the amount she paid to ship the part to us

[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,
*** ***

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 have attempted to contact you a few times with a response from Rock Auto after I sent them an email, seems you may not have received the copies of the emails that I sent you so hopefully you get thisRock Auto explained how I can do the transaction of the warranty, that I could purchase a new part + shipping, when received that I can have installed & make sure that it is working properly, then I could ship back the defective part + use their economy shipping rate & then wait for a refund including a one way shipping rate cost which I think will be ok if the refund part of the transaction turns out ok & I get my warranty refund, I will be satisfied. My last response to Rock Auto was that I thought that this would be ok especially when the last response from them, they explained that they don't normally pay for shipping but because they value me as a customer they will do this one time one way shipping costOk then I would be satisfied with that. Now I have also informed them that I need to make sure when my mechanic can install this part & that he may be booked to the end of the year, that I'm not ready to purchase yetSo right now I have not purchased another part at least not till I'm ready with the money & making appointment with my mechanicI will send copies of their emails to you if I can locate them, seems I'm having a problem locating those couple of emails
Regards,
*** ***

Mr*** rejected our response, but he received what he ordered. Mr*** ordered a spark plug bootThe description of the boot he ordered, part number 35-7065, explained that the engine in his vehicle uses a 2-lead wire set, part number 35-4284, and two of the 35-bootsUsing our Order Status & Returns page, he reported that he only received the 35-boot and that he believed he was missing the wire set and second bootOn reviewing his order, we agreed that the description in our catalog could be confusing so we we issued a full refund that same day without asking him to return the partWe updated our catalog description to avoid any future misunderstandings. We are sorry for Mr***'s frustration and hope he gives us another chance in the future.We already issued a full refund without return and corrected our part listing to avoid future confusion, but will not provide anything additionalPlease remove this complaint from our queue

Mr*** purchased a Delphi oxygen sensor on 5/19/and a DENSO oxygen sensor on 6/25/He let us know on 7/8/that the Delphi sensor was faulty, and wanted to receive a refund for the DENSO part as a warranty replacementOur 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 of the same partWe explained that Mr*** can receive a Delphi part under warranty, but we cannot reimburse him for purchasing a different brandThe DENSO part is not returnable, as our Help page explains, because we do not accept returns of parts that have been installed or modifiedReturn instructions to return the Delphi sensor are attached, and Mr*** is welcome to return the part to receive his warranty replacement

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 was suppose to file a missing package claim with fsince rock auto is the only one who can do soRock auto failed to so so that time would pass, making it so that fwould say that the time for this to be done can no longer be done because it was not done in a timely fashion.As for my apartment complex, I live on the second story because no one lives on the bottomThe landlord has a sign stating we have security cameras to detour theft from happening but there is no cameras, and so the driver left the package outside the buildingThe tracer shows that the driver has had problems with packages being delivered to this address so why did they still leave it outside

This customer's refusal does not provide any additional informationWe already explained why the refund was issued as it was, in accordance with the policies posted on our site. We issued a refund for the full order total, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), if a customer refuses delivery, the cost of return shipping is deducted from the refund.Please remove this from our queue.Thank you,

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 belowAs per what other reviewers have stated, Rockauto.com has a crooked return policyI will be limiting my purchases from themAs for the parts they have been modified and used, there will be no requirement to refund or exchange
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***I did start a refund return request on the RockAuto website. After entering the order transaction number a message popped up and stated that it was outside the days and not refundable. I was not able to process the refund claim any further, there were no other options

On 11/6, Ms*** went to our Order Status & Returns page to
report that the replacement hood she received arrived damagedWe asked
her to send more photos showing the damageWe have not heard from her
since
Upon further review, the email she sent us on 10/included a photo
which sufficiently shows the damage to the hood she receivedWe have
refunded her the amount she paid for the hood, which satisfies her
desired settlement for this complaintThe amount of her refund was
$107.99, and it was issued on 12/26/to the Visa card she used to pay
for the order

On 12/5, Mr*** went to our Order Status & Returns page to report that the part he ordered failed under warrantyWe gave him two replacement options:Return the defective part, at which point we would ship a replacement.Place a new order for the same partWhen it arrived, return the
defective one for a full refund on his new order.He chose option On 1/9, he returned to our Order Status & Returns page to obtain return instructions for his defective partWe denied his request because he had exceeded the original part's day warranty.Given that Mr*** was authorized to reorder his replacement part a month prior, we have made arrangements to allow him to return to our Order Status & Returns page (under his most recent order) to obtain return instructions for his defective partWe will issue his refund within business days of receiving his defective part

Mr*** ordered headlamp adjusting screws for a Chevrolet KPickup with rectangular
heads, as shown in our online catalogThe screws on his vehicle have square heads, so he ordered incorrectlyBecause Mr*** has placed many orders with RockAuto and given the low part cost of $2.36, we offered to issue a store credit for the cost of the screws as a courtesy without asking him to return the partsMr*** agreed to this offerHe used this store credit towards the purchase of a drive shaft on our site, but then disputed the PayPal payment for the headlamp screwsMr*** later disputed the PayPal payment for the drive shaftWe explained that we would be unable to process any future orders until these disputes were closedMr*** responded with profanity and threatsNo merchant takes the decision to turn away business lightly, but Mr***' behavior is telling us that our parts aren't what he needs to get his jobs finished and we cannot afford the cost of future arguments

We are sorry that the catalytic converter Mr*** purchased did not work when he installed it on his carWe listed this part in the catalog as only fitting a vehicle manufactured for the Mexican market, as shown by the Mexican flag in the part listingHis vehicle was manufactured for the
American market, so he ordered the wrong part for his carAs our Help page explains, every part we sell may be returned within days for a refund of the part price, but we will not accept a return on an installed part

Revdex.com:
The moneys was removed from my paypal.com account, not VIA the credit card
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,
*** ***