Natural Talent

We are not mechanics or techniciansWhen customers call to inquire about the parts we sell, we direct them to our website catalog, which shows all the parts we have and all the information we know about themWe are sorry if our representative was less than professional.This customer ordered
Thursday 3/at 4:30pmAs our Help page explains (http://www.rockauto.com/help/?page=3#ORDERSHIP ), orders ship within one business day (business days are M-F)Mr***'s order shipped Friday 3/and was delivered Monday 3/13, the next business dayWe are not sure why he thought the order would arrive sooner, since we showed "You should receive by Monday 3/13" in his shopping cart and shipment confirmation

RockAuto offers a
day return policy and the manufacturer's warranty for this part
is days, as stated on the Info page in our part listing and on our
Warranties page
The customer ordered this part in August and requested
replacement in June Since the order is months past our
return
window and months past the manufacturer's warranty period it can no
longer be returned for refund or replacement

We have nothing further to say to Ms***

We're sorry if our representative was less than professionalAs our Help page explains (http://www.rockauto.com/help/?page=3#storecredit), store Credits expire one (1) year from the date of issueWhen MrA*** chose store credit as his refund type, our system explained that it could be "applied
to any future order for up to year." We issued his three store credits in July and sent an email for each creditEach email specified the expiration date of the creditWe also sent reminder emails when the expiration date of each credit was within the next two weeksWe hope and expect our customers to read the emails we send, as this is our primary form of communication.We spoke to MrA*** and made a one-time extension to his three store credits, which he used to place a new order for a gift certificateHis gift certificate is valid until 10/11/

Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID 11784701, 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,
Leslie W*** The original complaint was regarding their handling of THEIR errorThey shipped the wrong part in the right packageThen even though we explained we had a vehicle down waiting on that part they refused to correct and resend the correct part until the wrong part was shipped backDue to the time of the week it would not arrive by the weekend for my husband to complete repairsWe did purchase part from another online store which had the correct part back in two days. When I asked for a refund instead of replacement they refused to refund until they received the wrong part backThis was completely unacceptable business practices when the part in question was a result of their careless errorI ultimately am the one who paid for their mistake

Mr*** purchased an A-Cardone Master Cylinder on December 5, He contacted us years later on December 9, stating that it had failedOur Warranties page explains that, 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, shipping costs or other expensesA-Cardone warrants their parts for years, so we offered options to receive a replacementMr*** chose to order a new part so he could get it installed right away, then return the faulty part and be reimbursed for the replacement orderHe ordered the replacement Master Cylinder on December 20, but did not return the faulty partThe next time he contacted us, over a year later on January 17, 2016, the year warranty from had already expired and we explained that we were not able to assist further with the warranty claim.Mr*** then requested to return the "unused" replacement for a refundWe are confused how it could be unused, since he told us in December that he needed a working replacement right away because the original part brokeHowever, we accept returns within days, as our Help page explainsSince the order is now over days past our return window, we will not accept a return for his December order

This
customer purchased a part in May In July he reported that he
altered the part and disposed of the core, then requested
reimbursement for labor and the unauthorized modificationOur
Warranties page explains that like other retailers of branded
products, RockAuto
does not offer any
product warranty of our own--we honor 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 expenses
(http://www.rockauto.com/docs/warranty.php)
Our Help page explains we will not accept returns of parts that have
been modified
(http://www.rockauto.com/lang/en/answersTab4.html#Returns)
Since unauthorized modification of the part voided the warranty, no
refund or replacement will be provided under the manufacturer's
warranty

[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:
If they will actually honor what they say they will do than it is acceptable But before filing this complaint, they rejected this exact proposal more than times when talking on the phone I need to know they will honor what they are saying they will do
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,
*** ***

On 8/17, Ms*** ordered brake parts for her Toyota Rav4.On 8/29, she contacted us to report that the front brake pads and rotors she ordered were too smallOur website catalog notes that Rav4's come with two different sized rotors for the front, which require different pads (each
notes the rotor size it fits)We told her that we suspect she needed the larger sized rotors and the corresponding brake pads, and directed her to our Order Status & Returns page to arrange a return and refund for the parts she ordered incorrectly.Later that day, she went to our Order Status & Returns page to arrange her returnWe authorized her return and provided return instructionsHowever, and as our Help page notes, shipping is not refundable unless the return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns)We are sorry Ms*** ordered the wrong rotors, but we cannot cover shipping on her returnAnd since she is well passed our day return policy, she may no longer return her parts for a refund

We followed up with the manufacturer of the bulbs Mr*** purchasedThey confirmed that, because they both manufacture them and buy them from other manufacturers who make the same thing, they cannot guarantee the bulbs cus***ers receive will match the images with which they provide retailers like RockAutoWe will either remove the images we have or add a disclaimer noting the appearance of the part may vary from the images provided.We will add $(outbound + return shipping) to the store credit we issued Mr*** on 10/as soon as he closes the PayPal dispute he opened on 10/(we can't exchange funds whenever a cus***er has an open dispute with a payment processor)

This customer refused our response, but his refusal does not include information that changes the situationOur original response already clearly explains why we will not accept a return on this order. Mr*** ordered a windshield washer fluid reservoir from the Various Mfr group on 7/but did not request a return until 9/We accept returns within days, as our Help page explains (http://www.rockauto.com/help/?page=4#Returns)This reservoice was covered for replacement under the manufacturer's 30-day warranty (https://www.rockauto.com/docs/warranty). Because Mr***'s order is outside our return window and the manufacturer's warranty, we will not accept a return for his order.Please remove this from the queue

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,
Sherry ***

[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:
The product number in their system was information to begin with. I have attached through ebay a screen shot of where I have the correct part number. I have also recieved the correct part. I think rock auto needs to recheck the part numbers. They have the wrong part number listed in their catalog. I have received the wrong part. Bottom Line Is The wrong part was recieved because they have the wrong part number in their catalog for my vehicle.
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,
*** ***

In reviewing the order, Mr***t purchased a passenger side axle listed with an overall compressed length of 24-5/16" and reported on our Order Status & Returns page that it was too longThe photo he provided shows that the new part is longer than the original partIf he needed the shorter 22-1/2" shaft, the passenger side was also ordered incorrectly and RockAuto will not cover any shipping costs

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
It can't be too hard to find my name in their database..but here's the order number and email used in the purchase #my email is j***.net andf this is the info of the person I spoke to... *** Supply Chain Manager RockAuto.com ###-###-####(Ext 201)
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
RockAuto is exactly correctNo New Evidence! Because they are completely wrongI challenge anyone on the planet, mechanics, anyone, to enter a Ford F-Diesel truck, and NOT see the alternator I purchased as a viable option with the information made available to the consumer! As a matter of fact, I had my mechanic do this, and he saw no reason to think it wasn't a direct replacement, and he works on these vehicles every single day, for the last twenty years! His advice, "don't use rockauto, dummy"! The only way we even knew there was an issue, was after installationThen they tell me, oohh, installed, we don't cover you, in any way, it's the wrong part, your fault! Right, give it a shot, I challenge anyone to test it out! If I'm wrong, I'll close this up, if not, I'll go to whatever extreme I can day in, day out, across as many websites, organizations, as I can, so everyone knows what they are doing to honest hard working people!Ask Jim, if this is how to run an honest business, to make the hard choices, and stand behind his customers? Which one gains sales, and which one sends customers running away? If Jim himself has a good explanation, we're doneIf it's the same line we're all being fed, shame on you, and we'll just keep going with this, until I think it's taken enough time and money.Regards,
Dr*** ***

Per our initial response, this customer has already received a full refund for his original order cost via his successful VISA charge-backHowever, due to the fact that he returned two engines (old, broken one and new one), we also issued him credit for his old engine above what he paid for the orderWe mistakenly deducted the original shipping from the core, treating that as a warranty return wherein shipping would not be coveredOur Warranties page explains that like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the productWarranties offer only replacement of the defective part with another part: shipping costs or other expenses (http://www.rockauto.com/docs/warranty.php).However, as a goodwill gesture, we have since issued MrLotridge the remaining $shipping creditMrLotridge has confirmed that this will resolve his concerns and all complaints will be closed

We provided the customer with a prepaid shipping label that had all duties and taxes prepaid so he can return the part for a refund. Thank you, *** Customer Relations