Natural Talent

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 below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

We have nothing further to say to Mr***

Our customers determine shipping costs by adding the parts they want to order to their online shopping carts and entering the postal code of the place they want their parts shippedWe default to showing customers the least-cost shipping method based on the postal code they enter, though customers
may choose from an array of other optionsUntil we know the customer's full address, shopping cart calculations represent estimates, not actual charges.Mr*** was quoted a Ground shipping charge when he first added parts to his shopping cart and entered his postal codeGround is a far cheaper method to deliver many of the large, dense parts he orderedWhen he checked out, he entered a PO Box as his delivery address, to which Ground carriers (FedEx and UPS) cannot deliverAfter entering his payment information and clicking "Place Order", our website showed him the following message in bold, red font at the top of the Checkout page:"Destination address has changedPlease verify that the shipping method you wish to use is selected, then click 'Place Order' to continue."Mr*** chose the least-cost shipping method to which our system defaulted based on the PO Box address he specified, which was a mix of USPS services that cost more than the Ground services we initially quotedSince it's clear Mr*** did not intend on paying $for shipping, we are not sure why he authorized that purchase or why he didn't specify an address to which Ground could deliver (like a business or residence), resulting in the initial shipping charge he was quoted.We will not refund Mr*** for any portion of his purchaseThe amount he paid for shipping is what we used to pay our carriers to deliver the parts he ordered to the address he specified

We are sorry Mr*** was not satisfied with the MOOG stabilizer bar links he purchasedThis part is not "totally different", MOOG improved the design and did not update the pictureSince they go under the car, we're not sure why he is concerend with the appearance of these partsAs our Help
page explains, every part we sell may be returned within days for a refund of the part price, but shipping charges are not refundable unless the return is due to our mistakeWe provided return instructions to send the parts back for a refund of the part cost and offered a discounted shipping label that Mr*** is welcome to take advantage of

This
customer references three separate orders
In
June the customer purchased an OsensorIn August
(outside our day return window) he reported that he returned this
Osensor without ever getting authorization for his return or
reporting any problem with the partHe is
unable to provide a return
tracking number for the return, and our return location never
received the Osensor backIf the part is ever received back we'll
refund for it, but without a return or any proof (tracking) that it
was actually sent back to us no refund will be issued
In
January the customer purchased a u-joint on order
which our online catalog specifies fits RubiconsIn September
he reported it didn't fit and that he does not have a RubiconTo
clarify: nowhere on our site do we ask for a VIN number to be
enteredAll parts are looked up using a vehicle's year, make, model,
and engine size, then relevant details are listed in each part
listing so that customers can order appropriatelyWe're not sure why
he waited months to report a problem or why he ordered a part that
is specified for a vehicle he does not haveWe accept returns within
days, as our Help
page explainsSince the order is well past our return window and was
misordered, we unfortunately can not accept a return for this
customer's order
In
November the customer purchased a fuel pump on order
In August he reported it stopped workingOur 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
expensesThe customer returned the old pump and had a new pump
shipped to him under warrantyNo refund is available for this fuel
pump under warranty

On 3/1, Mr*** went to our Order Status & Returns page to arrange a return for a part he did not wantWe authorized his return and provided return instructionsAs our Help page explains, shipping is not refundable unless the return is due to our mistake
(https://www.rockauto.com/help/?page=4#Returns).We do not offer customer service over the phoneIf Mr*** wishes to return parts he ordered for a refund, he must obtain return authorizations through our Order Status & Returns page

Mr*** informed us via email on 6/27/(attached) that he installed the part and that it leakedWe accept returns within days, as our Help page explains, but we will not accept returns of parts that have been installed or modified (http://www.rockauto.com/help/?page=4#Returns)

[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. I have been contacted by rock auto and they are not to blameI am satisfied and would like to consider this resolved
Regards,
*** ***

Ms*** initially addressed her order to a place that does not exist, which explains why she did not receive her partsFedEx did not return the parts to one of our warehousesIf we do receive the parts, we will refund herWe do not know to which waiver her complaint refersIf Ms*** negotiated a solution with FedEx and needs our help, she may contact us to explain what she needs from us

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

On 10/21, Ms*** went to our Order Status & Returns page to
arrange a replacement for a control arm which failed under warrantyWe
authorized her return and provided return instructionsShe purchased a
FedEx return shipping label.Her return authorization and
shipping label have
both expiredWe will refund the $she paid for
itHer part has a lifetime warranty, so she may return to our Order
Status & Returns page to obtain a new return authorization and
shipping label (which she will need to purchase again) to return the
part for a replacementAs our Warranties page explains, warranties
offer only replacement of the defective part with another part: no cash
refunds (http://www.rockauto.com/docs/warranty).RockAuto does
not offer 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!

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,
Stephen ***

We are sorry Mr***'s package did not arrive when expectedHe placed his order Monday morning, 6/13/16, and chose Ground shipping for $6.99, instead of First Class Mail ($2.99) or Priority Mail ($4.99)Express options were also available starting at $We shipped his order the same
afternoon with expected delivery on Wednesday, June 15, Mr*** contacted us on June 16, about the missing package and we requested he wait business days to allow FedEx time to deliver itFedEx requires us to wait at least that long before assuming Ground shipments are lostHe called us again on June 24, to report that he still hadn't received the package, so we refunded his order in full as requestedWe are sorry FedEx lost this shipment, but we cannot pay Mr*** for merchandise purchased at another retailer

Revdex.com:
This has nothing to do with a/c flush.the electrical clutch was the issueThis was the only reason way the a/c compressor would not engageUntil this company understand thatI'm not going to stop and get something that has nothing to do with the problemWhen the clutch will not engage and there is power going to itYou could flush the out fifty time and it doesn't matterThe clutch is mounted on the outside of the compressor and the pully where the belt ridesThis is must engage to work with the belt to turn the compressor to move the gas inside to make the air get coolWhen this doesn't even engage you will not have the gas flow and it will not cool
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 stabilizer bar bushings for a vehicle with mm bars, as specified in our online catalogHis vehicle has mm bars, so he ordered incorrectlyAs our Help page explains (http://www.rockauto.com/help/?page=4#Returns), we will not accept returns of parts that have been
installed or modifiedMr*** oiled and attempted to install the bushings, so we will not accept a return for his order

Rock Auto is lying when they said they did not hear from me since I bought the partI contacted them as soon as I installed the defective part in my vehicleIt was just past the day periodWhen I installed the part and it did not work, I had to go out and buy another part locally so I could get my vehicle running to get to workI do not want a replacement partI have fixed my vehicleI did not buy the part from the manufacturer and do not think I should have to deal with themI don't need another partI want a credit on my credit card and I will gladly return the part to Rock AutoThe dispute with my credit card has been dropped for the time being until I see what Rock Auto's resolution is I will refile if they don't take this defective part backI do not wish to exchange the part which is all the manufacturer will doIf Rock Auto takes the part back, they can return it for a credit or a replacement part which they can sell since this is their businessThis is not a reputable companyI have never in all my years of buying auto parts been treated like thisI did not install the part until after days from the time of purchaseI contacted them as soon as I installed the part and found it to be defectiveI expect them to send me a return label and credit my card, so I can send the part back to Rock Auto.Robert ***

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,
*** ***, This is the reason I reject the explanation of Rock Auto : Upon finding I had received the wrong part I went to Rock Auto's website to get direction on how to get the correct replacement partThe company policy stated "No Returns after thirty days" (see original complaint for the time which elapsed before I discovered I had the wrong part) so the only option given for me to return their part and receive the correct part was to return it under warrantyThe part I had in my possession (the ***) is a more expensive part and the wrong part ( I needed the DR438) and I thought they would want it back ,so returning the part under warranty was the only option given meI wrote in the reason for returning under warranty the following: I was sent the wrong part *** I ordered *** and enclosed a note with the returned part explaining the problemWith no human to explain the problem what option did I have? I know we are not talking about a lot of money here but I thought the company would just do the honorable thing and correct their mistake

Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product (http://www.rockauto.com/docs/warranty.php)The manufacturer's warranty does not cover normal/uneven wear such as warping which could be an
indication of faulty calipers and/or other faulty brake components

On 4/2, Mr*** sent us an email asking for an exception to our Warranty replacement policySpecifically, he desired a refund for a part he purchased last year, not a replacementWe explained, as our Warranties page does, warranties offer only direct replacement of the defective part with another
part: no refunds and no reimbursement of other expensesWe are sorry that Mr*** is unsatisfied with the Dorman part he boughtHowever, what our representative initially told him is true; we can only offer replacement under warranty