Natural Talent

This customer purchased an A/C Compressor & Component Kit that our website specified is for replacement of a Zexel type compressor with casting # [redacted] with a groove pulley and fittings behind the clutch and in front of the rear mountThe customer did not match this information to his original compressor prior to purchasing itAs 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 what the customer ordered but the customer neglected to match the relevant details in the part listing to what he was replacing, he is welcome to return this kit within days but no shipping costs will be refunded

Miss [redacted] sent back the part on Monday 2/and we shipped her replacement the next morning, Tuesday 2/Miss [redacted] 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/

Mr [redacted] ordered on 12/18/He had a valid discount code on file, which he received by email with instructions explaining how to use itRather than entering his personal discount code as we instructed, he typed "Prior customer code" into his checkout pageHis order shipped on 12/He emailed us on 12/asking how to get his discount code to workWe explained, as our Help page does, how he could apply his discount code in the future and that we cannot apply discount codes to orders marked as shipped (http://www.rockauto.com/help/?page=4#DISCOUNT)We will not issue a refund for the amount he would have saved had he applied his discount code correctly, nor will we give him store credit

We're sorry that MsVande [redacted] did not receive her package when she hopedShe ordered on 12/4/17, and chose Priority Mail shipping, with an estimated transit time of 2-business daysHer shopping cart and checkout screen, respectively, showed an estimated delivery date of 12/We shipped her order on 12/4, and she received it on 12/14.We are not sure why the United States Postal Service took longer than anticipated to deliver her package, but Priority Mail does not offer guaranteed delivery datesMoreover, as our Help page explains, projected delivery dates are estimates by the carrierWhile usually accurate, these estimates are not guaranteed by RockAuto ( [redacted] )We offer no billing adjustment

The last email that we received from the Revdex.com states that we had to take no action and to just wait for future communicationWe just got an email tonight, Sunday, from the Revdex.com stating that our complaint is now closed because we did not respondToday is the 10th day to respond so I amI don't know what rock auto is talking about when they say I said we had a lemans, when clearly I know that we have a I never said I didn't want the part, I said it was the wrong part and it wouldn't fit our 67, because it was supposed to have the front and back to it as promised from [redacted] at rockautoThey wrote that the part was not wantedThank you for your time [redacted] Sent from my iPhone

Ms [redacted] has sought remedy through PayPal, who refunded her purchase on 8/On 9/8, our warehouse reported that they received the part Ms [redacted] returnedIt was missing the catalytic converter portion of the pipe, meaning she cut it from the assembly she received and returned just the pipesWe have nothing further to say to her

I already informed the business there was nothing wrong with my brake components, yet there claim is still my brake components are the problem So they need to provide me a better response is ce they cannot really tell me if these rotors are defective.,

We are sorry our warehouse did not ship the order Mr [redacted] placed on 12/fast enough to fulfill the Next Business Day shipping service for which he paidHe contacted us on 12/to report the problemSeeing that he would receive his part in two business days, our representative offered the difference in price between Next Business Day Express and Business Day Express, which was $Mr [redacted] declined our offer He asked that we refund the difference between Next Business Day Express and Ground ($34.00), as he could have chosen Ground and received his part in two business days based on the delivery estimate he saw on our website when he first placed his order We both regret and apologize that our representatives did not accept Mr [redacted] 's counter-offerWe accept it now, and have refunded him an additional $today (he was refunded $on 12/21/2017)We are sorry for the inconveniences he experienced

We are sorry if our representatives were less than professionalMs[redacted] placed her order on Monday afternoon, 9/12, and chose Next Business Day Express shippingWe shipped her order the following day, Tuesday 9/13, and she received it in business days on Thursday 9/FedEx's equipment had a mechanical failure, so they were unable to deliver this package on timeWe offered two solutions to Ms [redacted] : A refund for the difference between the Next Business Day Express shipping that she paid for and the Two Business Day Express shipping that she received or return the order for a full refund with our pre-paid shipping labelMs [redacted] refused both of these offers

We are sorry that Mr [redacted] '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 [redacted] '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 [redacted] 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 if any of our representatives were less than professionalOn 8/4, this customer went to our Order Status & Returns page to report that the transmission mount he ordered did not fitWe asked him for more information to determine the problemHe supplied the part number of the correct part he purchased elsewhere, which revealed that he needed a motor mount, not a transmission mountHe may use the return instructions we emailed him to return the part for a refundHowever, and as it is noted on our help page, shipping is not refundable unless the return is due to our mistake ( [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 was emailed my parts would arrive on Friday the 9th they should not sent the day parts would be delivered if day was wrong and still had to wait another week a bad way to business I will never buy from rock auto and not recommend to any of friends on facebook *** [redacted]

On 9/15, Mr [redacted] went to our Order Status & Returns page to report that the struts he received did not fitWe authorized his return and provided return instructions and a prepaid return shipping label.On 9/20, our warehouse reported that the mounting brackets on both parts were bent, and therefore not resalableOur warehouse confirmed that both the part and shipping boxes in which the parts were shipped were not damaged upon arrival, indicating the parts were damaged before Mr [redacted] returned them to usAs our Help page notes, we will not accept returns of parts that have been installed or modified (http://www.rockauto.com/help/?page=4#Returns)While Mr [redacted] may not have installed his parts, they were altered from the new condition in which they were sent to himHis return instructions also noted that "[r]eturns may not be refundable if the part, or the manufacturer's box, is damaged while in transit to our warehouse", though our warehouse found no evidence of carrier damage.We cannot refund Mr [redacted] for the parts he returned because we cannot sell them as new in their current conditionWe offered to return the parts at his expense on 9/We have not heard from him since, and our warehouse has since disposed of his parts

At first place, RockAuto are asking me to return something I've never receivedFedEx simply dropped the package at the hotel, knowing very well that I'm not there anymoreI neither could request the hotel to return the package on my behalf, nor I'm clear who will be paying for this return.At second place, more than half of the amount I paid for this order was for express deliveryRockAuto are stating that they will not refund it, no matter what.As a long time RockAuto customer, having spent about $2,with them only during the last year, I'm extremely disappointed with the way they are dealing with this issueObviously, RockAuto are refusing to refund me and I'll be losing my $In return, they' are losing my business foreverI'll be also sharing my experience with them in my social network Regards,Ivan [redacted]

Revdex.com: I am glad they are willing to warranty the product, why do I have to place a new order? why can't I return the defective part and they send me a new one? every other warranty I've done with them has gone " return the part and they will send me another one"As long as this has taken to come to this conclusion I'm worried I will not get my money backIf this is the only way then I will do it but I want them (rockauto) to put in wrighting so I have documentation I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted] ***

We followed up with the manufacturer of the bulbs Mr [redacted] 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 [redacted] 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)

Mr [redacted] purchased a Beck/Arnley ABS wheel speed sensor from us on 7/25/We ordered it from the manufacturer, and they shipped it to him directlyBeck/Arnley confirmed that this part is always packaged in a sealed plastic bag with a blue Beck/Arnley box (photos attached)Mr [redacted] 's return was received by our warehouse in the sealed plastic bag, but missing the blue Beck/Arnley boxAs our Help page explains, to receive credit, a returned part must be complete and in its original, unmarked manufacturer's packagingIf Mr [redacted] would like the part back, he can contact us directly to remit payment of $for the round trip shipping ($shipping to us on our label, $shipping back to him)Otherwise we can discard the part

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, *** [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The only response Rock Auto has ever provided to me about this throttle body is what they just said: the part is not rebuildable This was and is a working component with a bad throttle position sensor (not a separate sensor on this model) that caused the fuel mileage to be very poor Since I needed my vehicle I put the throttle body back in and it ran as before I fail to understand how this part cannot be rebuildable To make matters worse, Rock Auto didn't have a new throttle body for purchase I don't consider their response to be reasonable, correct, or acceptable I had to purchase the new throttle body from another company I don't wish to do business with Rock Auto any more and want my store credit refunded No other resolution is acceptable to me no matter how many times we go back and forth Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below If it, “is true that our customer service representative attempted to recover those items”, and I amquoting this directly from your last responseTo be truly honest by “attempted”, you mean to say thathe contacted them directly, sent up a return with them directly, and gave them a return label withtracking numberTo me that’s a bit more than “attempted”, and by doing so he took all responsibilityfor that return from that point onLet me explain how responsibility works, when a representative ofyour company takes control of a transaction without the original party being involved in anyway, thatreturn is now entirely your customer service representative’s responsibilityWhich in turn makes yourentire organization as a whole responsible as he is representing your company, not the consumerAs Ihad nothing to do with this return in any way you cannot possibly blame me for these missing items, theblame is your own customer service representative.As for the parts being missing, you are not sorry in any way, shape, or formIf you were reallyconcerned, I would have a refund for the parts you lostAs of now, I am still out the over $dollarsyour customer service representative lost in partsMind you by entirely his own actions with no oneelse’s influence, which you refuse to take responsibility for your own customer service representativesactionsOr should I say, as you like to put it, the “attempted” actions he made on your company’sbehaveMaybe you should take a good hard look at “attempting” to take responsibility for the actionsof those who represent your company, and not just try to pass the blame onto others for your owninternal customer service mistakes Regards, Gery [redacted]