Natural Talent

On 1/11, Mr*** contacted us to request return authorization for a Clutch Kit he no longer wantedWe authorized his return and provided return instructions.On 1/26, our warehouse reported that they received one of the components (clutch release bearing) in the Clutch Kit Mr***
purchased (image attached)The box they received was in tact and showed no damageWe informed him that we could not refund him for the kit he purchased since he did not return all of the components we initially shipped to himWe offered to return the clutch release bearing at his expenseHe declined our offer.We will not refund Mr*** for the Clutch Kit he purchasedWe do not know what happened to the components which are now missing, but there is no evidence of loss in transit and our warehouse documented what they received upon opening the box

Mr*** purchased Raybestos rotors (#56631R) and ceramic brake pads (#H5066) from us on June 14, for his BUICK LESABRE 3.8L VHe contacted us on April 20, to request a warranty replacement of his rotors due to rust and glaze buion the braking surfaceWe explained that only
defects in material or workmanship are covered, and provided a document from Raybestos (attached) showing that the situation Mr*** was experiencing is not covered under their warrantyOur Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the productMr***’s warranty claim has been denied by the manufacturer, so we cannot process a warranty returnNo further contact is required

I am not sure why this customer's rejection to our response is in my queue againWe have already stated " We do not have Mr***’s return and he has not provided us with a valid tracking numberWe cannot issue a refund without first receiving the parts"His rejection simply says we're lyingI have no other answer to give youUnless he can prove to you with a tracking number that FedEx shows the signature delivery he is claiming, then his rejection is not worth a response

Mr*** purchased an ACDelco A/C compressor on 4/When he ordered the part, he was shown a message which says:The warranty requires proof of purchase of an A/C Orifice Tube (or A/C Expansion Valve), A/C Receiver Drier/Accumulator, and A/C System Flush or a work order showing the purchase of
these items and that the system was flushed.We offer the A/C Compressor & Component Kit for your vehicle to easily order all of the parts necessary for compressor replacement.On 5/17, he went to our Order Status & Returns page to report that he A/C compressor was defectiveWe asked if he had proof of purchase or receipt(s) for the Orifice Tube/Expansion Valve, Drier, and A/C System Flush that he could send back with the partHe responded, "No"We told him that since the manufacturer's required procedures were not followed, we cannot accept a warranty return of the partMr*** has since confirmed that he does not have proof that he purchased the items/services necessary to validate his warrantyHe may not return his part for a refund

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
So a Rock Auto employee refunded my shipping payments, that should not have anything of not giving me my full refund for parts that Rock Auto decided to refund
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 included a screen shot from Rockauto.com showing the parts available for purchase for my vehicleI ordered the Power Select/WPS part as they stated for $This is not the cheapest as they stateThey also sell an A-Cardone part for $They obviously sent me the cheaper partI attached my email correspondence with Rockauto.com as wellThey state that Cardone does in fact source their parts from Valeo - the part that they sent to me in the first place that I returnedAs they also stated, there was a Cardone brochure in the part box that was sent to me. My email response to them also clearly states that I sent them back the part that they sent me because I could not use itThey sent me a different part than what I ordered, but they sell this part for $cheaperCardone sources parts from Valeo, so it is quite reasonable that the Valeo part along with the Cardone brochure that was sent to me came from their warehouseMy mistake was not checking the part when I received it to make sure it was the part I ordered - I ignorantly assumed they would actually send me the part that I orderedAlthough, after reading dozens of complaints from consumers having this same issue, it would still probably be the same storyRockauto sends them the wrong part and then makes the person pay to ship it back to them and/or takes no responsibility for the wrong part and keeps the customers moneyThis is stealing - they should be held accountable.I did not respond to them to pay another $to send the part back to meI instead filed a complaint with the Revdex.com because it was obvious that no matter what I did they were going to keep my money and make me pay more to have them send a part back to me that I already paid for and returned to themThey are thieves and should not be allowed to be a member of the Revdex.comI have included screenshots of a handful of reviews (although there are hundreds) of Rockauto.com with numerous complaints of other consumers having this same issueI felt the only way to resolve it would be to include the Revdex.com, but I will go to the Attorney General if it is not resolved after this
Regards,
Jessica ***

Un-selecting country flags at the top of the catalog eliminates vehicles that are only sold in those specific marketsMr***'s JEEP WRANGLER 2.5L L4 was sold in every market (US, CA, EU, MX), so we showed parts for all markets when this vehicle was selectedThe oxygen sensor
connector he purchased was shown with a Canadian flag, meaning it fits Wranglers in the Canadian market, but he has a US WranglerWe are sorry for any confusion Mr *** experienced but, as our Help page explains, shipping charges are not refundable unless the return is due to our mistake

On 10/15, Mr*** went to our Order Status & Returns page to arrange a warranty replacement for an Engine Control Module he ordered 3/We authorized his returnSince we did not have the same part in stock, we offered a refundHe chose to receive a refund in the form of store credit.On
10/20, he placed a new order for the same part (presumably it became available again)On 11/1, he returned to our Order Status & Returns page to arrange a return for his core (a deposit he paid up front to be refunded after returning his original part)We assume he intended on arranging a warranty return.We've received all of the emails Mr*** has sent usHe returned his defective part and we issued a full refund on 11/

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,
*** *

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 belowThis company has done this same thing to countless othersThey refuse to accept the fact the Ford advises the parts are in fact the same sizeThey can easily pull a sample of each and measure themThey want this to be removed from your siteI am also willing to resubmit the complaint and will be contacting even more people to advise them of the lack of customer service this company has
[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.I did not order the Fram part part, I ordered a Motorcraft part and it was somehow switched in the ordering process by Rockauto
Regards,
*** ***

While catalog
errors are rare, they do occasionally occurWe apologize we didn't
catch this sooner, but considering we seem to have a catalog error
for this listing which resulted in the part not working for this
customer, the customer has been refunded in full (including all
shipping) to his
original payment method for this return

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,
Raymond ***

We appreciate Mr*** clarifying the problem he experienced and apologize that we misunderstood his problemHe is authorized to replace his defective part under warrantyHe will need to place a new order for the same partOnce he is ready to return the defective part, he will need to go to our Order Status & Returns page and arrange his warranty return under his new orderWe will issue a full refund on that order after he returns the defective part

This customer's refusal of our response just asks for the exact same thing, a refund to his cardWe have already explained in our initial response that "We will not issue a refund to his debit card."Please remove this from our queue

We are sorry that Mr***'s rotors are warped, but rotors that warp due to a manufacturing defect are relatively rareTypically, warping is an indication of other faulty brake componentsBendix has agreed to accept a return of Mr***'s rotors, but any refund or replacement would be subject to Bendix Quality Control inspection and evaluation.We offer two options to receive the warranty replacement partMr*** can place another order to get the new parts right away, and then receive reimbursement for the new order if the rotors pass inspectionAlternatively, he can also send the parts in for inspection and receive replacements if the units are deemed faultyIf he prefers the latter, he may contact us for return instructions

We are sorry to hear of Ms***’s misfortuneWe do not save credit card information, so we are not able to make charges to a credit card without customer authorization on a new orderWe only have one order between October and December with Ms***’s information, and it does not
have a core chargeI have attached the Order Confirmation (35056479) for referenceMs*** provided us with a list of charges and their dates (also attached), but we were unable to find any corresponding records in our systemMs***’s bank statement would reflect “RockAuto, LLC” for any charges authorized by our companyShe does not have those statements, so we don’t know why she thinks we made these chargesThere is nothing more we can do to assist without additional information

It is possible that Ms*** tried entering her email address as it appeared on her order form initiallyIf that is what she did, then she either entered her order number incorrectly, her phone number incorrectly, or both.Attached is the result of going to our Order Status & Returns page, entering *** where an email is requested, and entering where an order number is requestedAs Ms*** will see, the Order Status & Returns page to which our previous response refers is not a hoaxThis message concludes our correspondence with her

We don't have customer service over the phoneWe don't have a chat serviceWe have received no emails from the email address assigned to Ms***'s complaint which references difficulty applying a discount codeWe instruct customers how to apply discount codes in the email which announces their individual discount codeWe also explain how to use them on our Help pageWe are sorry Ms*** did not seek out the discount code instructions we made available to her before she placed her orderWe offer her no refund, and this message concludes our correspondence with her

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
Prior to filing this complaint, I spoke with a customer service representative by phone and agreed to return three parts via their provided shipping label for a full refund INCLUDING original shipping costRockAuto is known for gouging on shipping costs, and they charge $in shipping when these parts are purchased seperatelyInstead, I was emailed a shipping label for one part and given a refund of part cost ONLY for the other two low cost partsI called RockAuto the second time to dispute the shipping label and refunds I received, and I was rudely told "the fine print states the parts [RockAuto] sends do not have to match the picture or description." Essentially, they are maintaining they are allowed to advertise and sell parts while shipping something different than advertisedThe parts I received do not match the picture or description on the website, and do not fit the application advertised in their online catalogThe parts are useless to me since they do not fit the vehicle I purchased them forThe cost of shipping initially paid is more than the cost of the parts, so of course RockAuto would choose to keep my shipping cost while refunding the low part costI never agreed to return one part and accept a refund on two, which is why I have called RockAuto twice and have initiated this complaintI agreed to return all three parts via their shipping label and receive full refunds including original shipping cost, and RockAuto has failed to follow the agreement
Regards,
*** ***