Natural Talent

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

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

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
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

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

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

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,
*** ***

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

Please remove the customer's rejection from our queueHe does not present any new information and simply repeats his complaintsOur original response addresses both his concerns about shipping costs and his request for a refund, which are all he has reiterated"Our Warranties page explains that, like other retailers of branded products, RockAuto honors 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)Mr*** contacted us on 6/20/to request a warranty replacementHe spoke to representatives and managerWe provided Mr*** with return instructions to send the faulty part back, and explained that when we see it is in transit via tracking we will ship his warranty replacementHe has not yet returned the part."

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

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)

Ron *** rejected our offer on complaint ID # ***, but I don't understand why he is still upsetWe apologized for the confusion and provided return instructions with a prepaid shipping label to return these parts for a full refundWe explained that we updated our catalog to avoid any future confusion and the part description now reads "w/o Caliper Bracket". Mr*** ordered Nastra brand semi-loaded brake calipers which include the caliper and hardware, as specified in our online catalogBrackets are supplied and mounted where applicableIn the case of brake calipers, "where applicable" applies when the bracket is part of the caliper and cannot be replaced separatelyWhen the bracket can be removed from the caliper, it is not includedWe're sorry he misunderstood Because Mr*** placed a new order for Centric brand calipers with the brackets to replace these Nastra brand calipers, we provided return instructions for the Centric calipers with a prepaid shipping label and will issue a full refund once the parts are returnedWe have updated the catalog to specify that these Nastra calipers are sold without brackets to prevent any future misunderstanding.Please remove this from the queue as there is nothing more that we can offer

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

[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,
*** ***

This customer was shipped the *** fuel pump, part #***, that he orderedWhen setting up the return online, the customer confirmed that the part he received was branded ***However, what we received was a NAPA fuel pump (NAPA is one of our competitors)Photos are attachedWe offered to
return the part to him at his shipping expense, but we are not able to refund him for parts purchased from a competitor

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!

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

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

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,
*** ***The real problem is that Rockauto (beyond the problems in their site for wrong parts for the matching parts for the shocks for the strut in my car) is that they DO NOT HAVE THE CORRECT parts for the shocks It is easy to say that any standard parts would fit the shocks - their parts didn’t fit The worn parts on my struts were those one which come on the shocks I would not order all four parts - shocks, bellows, bumper stop and top mount if all they not fit together As matter of fact, I ordered from O’Reily the parts in question and they didn’t fit the shocks either Anybody who understands the issue with worn struts SHOULD understand the the matching parts must be replaced along with the shocks Again, the top mount and bellows were worn in my struts As matter of fact, the actual shocks were fine, but as skilled mechanic knows it makes only sense to replace ALL the worn parts and related parts which may not be quite worn since the labor is the same to replace worn parts and parts still good (but old and may fail in the near future).So, in summery, I couldn’t find the proper matching parts for the shocks so it didn’t make sense just to replace the shocksRockauto is acting patty for not refunding the return cost for the shocks which they sent not only wrong parts but also DON’T have right parts They should in fact also apologize for the errors in their catalog and of course, refund the return shipping costs of the shocks On the other hand if Rockauto cannot afford to refund that, that is very strange I can afford to loose these few dollars

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