Natural Talent

On 6/28, Mr*** ordered parts and chose DHL Domestic Express shippingHis shopping cart said "You should receive by Friday, June 30th." He received his part Friday, June 30th

On 7/21, Ms*** contacted us to report that she received a damaged partWe authorized her return and provided a prepaid return shipping label to return the partWe gave our warehouse specific instructions to ensure that her replacement, which shipped 7/26, did not arrive damaged.On 7/30, she
contacted us to report that the replacement was also damagedOur representative explained that sending a third part was unlikely to result in a different outcomeShe offered a prepaid FedEx return shipping label to return the part for a full refundMs*** requested to speak to a supervisor, but one was not present that day and our representative's supervisor would not be present until the following eveningMs*** asked to speak to another supervisor, so our representative asked her to call back in the morning when one would be present.On 8/1, our warehouse reported that they received the part Ms*** returned initially and that it was not damagedThe dents to which her initial complaint referred were clamp marks from the manufacturing process.On 8/2, Ms*** contacted us requesting to speak to a managerOne of our managers called her back later that dayHe reviewed photos Ms*** sentShe again was referring to clamp marks left by the manufacturing processSince she was not satisfied with the part she ordered, he offered a full refund after she returns the partShe has yet to return the 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.I sent them to the address listed in the return imstructionsThey emailed me confirming they recieved my tracking numberI am not responsible for them losing a package
Regards,
*** ***

We acknowledge that the strut mounts Mr
*** ordered were not correct for his vehicle (or the strut he ordered), which is why we issued a full refund for itWe also acknowledge that the bellows he ordered would not fit either because they were defective from the factory; we fully refunded those either.Because the struts Mr
*** ordered are made to the original equipment specifications of his vehicle (and not a proprietary KYB design), nothing precludes him from obtaining strut mounts and/or bellows made by a different manufacturerHe did not want to do that, which we understandAs our Help page explains (http://www.rockauto.com/help/?page=4#Returns), though, shipping is not refundable unless the return was due to our mistakeWe made no mistake in shipping the struts he ordered, which are correct for his application.This message concludes our correspondence with him

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 have been in contact with PayPal and my bankPayPal has confirmed that there is no such lock on the transaction and it is able to receive a refund but as I stated Rock auto will not do so and keeps making excuses and blaming others so they don't have to do the refund! I have asked for a different form of refund or credit trying to be flexible but they refuse and quote there policiesThis does not change the fact they are holding my money for months and have no intention of refunding itI'm not going away and they will not keep my hard earned money!
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,
*** ***

Mr*** ordered the wrong brake kit for his vehicleWe set up a return for him and our representative quoted him a cost of $for one shipping labelMinutes after ending the phone call, she realized she overlooked some of the parts in the kit when she made her estimateShe explained that
labels were needed and corrected the shipping quote to $before sending him the return instructions and return labelsWhile we’re sorry for the initial mis-statement, Mr*** chose to use both labels we provided after we told him the total cost would be $No refund for shipping is due

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 called multiple times asking them to check their warehouse for my orderThey told me it was shippedIt was only after weeks that they finally stated "oh, yea your order was never shippedWe can send it now." So, no, I don't accept their pitiful apologyYes, I received a refund, but it was too little too lateHad they checked when I initially called, we would not be in this matter nowIf the Revdex.com wants to close, they canBut I am not accepting "I'm sorry".
Regards,
*** ***

Mr*** purchased a return & rebuild service for his throttle body on 6/25/16, and paid for the $order with a gift card ($128.76) and PayPal ($44.03)I have attached the Order Confirmation hereHe sent his part in to be rebuilt, but his throttle body was not rebuildableWe returned
the part to him and issued a full refund of his order to his original payment methods on 7/1/

Mr*** placed his order on Saturday, 2/27/16, and chose Ground shipping to Elm StWe shipped his order on Monday, 2/29/FedEx marked the packages as delivered on Thursday, 3/3/Mr*** told us days later on Friday, 3/18/16, that his address is actually Elm St., that Elm Stdoesn't exist, and that he did not have the packagesWe attempted to start a trace investigation with FedEx to locate the packages, but FedEx will not investigate deliveries more than days old, nor accept claims for lost packages without prompt notice they were missingHad Mr*** provided us with the correct shipping address in the first place, or contacted us sooner regarding the 'missing' packages, we may have been able to offer a different resolutionHowever, we cannot file a claim for these parcels and consider the matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11864680, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Rock Auto should not have offered as choice the incorrect size for brake/rotors when you put in the year, make, and model of an auto on the websiteThis misuse of the internet ordering making customers choose incorrectly and then having to return the product for the correct products for their year, make and model and paying outrages amounts of shipping. Regards,
***Fred G

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.]
As stated in my original submission their website is not clear on quantity for this particular item They continue to be ignorant and refuse to accept their issue This is an unacceptable solution I feel I am being fair in my request Revdex.com, please review my original submission Thank you
Regards,
*** ***

Please remove this from our queueThe cus***er has introduced no new information and we have already stated warranties do not cover shipping in our original response. "We are sorry that Mr***'s Dorman part failed after a few months of useAs our Warranties page explains, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of shipping costs or other expenses(http://www.rockauto.com/docs/warranty.php). When he set up his warranty online on 6/13/16, we offered options for his warranty replacementMr*** chose "I want to place a new order, then return the defective part for a refund of the new order." Though the manufacturer does not cover shipping in a warranty situation, RockAuto refunds the outbound shipping on the new order as a courtesy to our cus***ers. Return shipping is not included and further contact from RockAuto is unnecessary."

Revdex.com:I appreciate they agreed the catalog was incorrectI would also like to recieved a refund for the part that was listed incorrectly of
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,
*** ***

If Mr*** navigates to the link provided on our initial response to his complaint, he will see that our choice not to cover costs exceeding the parts he purchased is based on our return policy, not the manufacturer's warrantyWe are sorry he installed parts that were incorrectly listed for his vehicleHe has already been refunded in full for those partsWe offer no other refundsThis response concludes our correspondence with him

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. Previous orders as I have attempted to place my only order times and both times rejected even after speaking with a supervisor and following the recommendationsI have not had an account with rockauto and never placed an order before nowWhich is ashame to turn away a first time customerMy husband has placed orders not II ask to be able to place my orders and have them delivered to my local shipping store as I spoke with the rockauto supervisorSince the calls are recorded this conversation should be available for confirmationnot Shipping items to our home and having the package check by a third party would no longer cause a problemUnless this falls on the companyI dont feel this is too much to ask
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

While
it is not typical practice to issue refunds to anything other than
the original payment method, since the details of this situation
called for an exception the customer was issued a check refund for
$as requested on 7/8/The customer has received and cashed
the check refund as
of 7/15/

On 1/10, Mr*** went to our Order Status & Returns page to report that he did not receive some of the parts he orderedWe shipped replacements the following dayHe received them 1/16.We are sorry he didn't get his parts when he hopedWe will not refund his shipping

On 10/15, Mr*** visited our Order Status and Returns page to arrange a return for the brake parts he orderedWe authorized his return, and provided return instructions, stating: "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 for this customer's returnHowever, our warehouse located the returned parts, and we issued Mr*** a refund for them on 1/10.Thank you,***

Mr*** attempts to install a part that did not fit his vehicle rendered it unsalableIf the reason the part could not be installed was due to a manufacturer's defect, we would have provided a refundHowever, the manufacturer of the part inspected it and concluded that no manufacturer's defect existedWe do not know why it did not fit Mr*** car, but we cannot refund him for a part that we cannot sell to another customerThis message concludes our correspondence with him