Natural Talent

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

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 ***

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 ***

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

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,
*** ***I have everything that Rockautio said in responseThe dispute is over the fact that I had lost my home in a fire in November and I was working off of a inch display on my phoneHe states that that they refunded my core charge to my discover cardYes for the second carburetor core was returned, for the correct carburetorMy point is about their accusation that I waited months to return a product is an out right lieThe Fact is I have a letter instruction them to refund my money for the wrong order back to my discover cardI thought that letter was enough to let them know I needed the right carburetor and to credit my purchase of the wrong carburetor towards the correct oneNot only did they not put my money back on my discover card, (which my records show two carburetors charged to my account) Neither carburetor was put back on my card, it was put on their store creditI am not a machine shop, why do I need store creditSecondly, the first carburetor core charge was never put back of my credit cardSo they owe me for that core charge that I sent back and never received credit for itBut the second correct correct carburetor core charge was put back on my cardThis company is unscrupulous in their return policiesAnd they are lying about me getting my refundOK I admit I made a mistake on a inch display of my phone and if I clicked a store credit it was because I wanted them to use that credit for my new order of the carburetor orderTheir policy is a scam to hold peoples money and their should be TWO CORE CREDITS to my discover cardThey never didSo they owe me MY money back... Not only for the $208.38, but the core charge as well of $less return chargeThis is the worst customer service I have EVER received by a huge corporation like RockautoDo they really need my business that bad that they have to keep my money because I lost everything in my life due to a fire and now that I have the ability to communicate with them they want to say, SORRY because you were homeless for months is not our faultThat is basically is what Alissha told me on the phoneThey are not going to work with meThis was not my fault, it was a typo on a small phoneI am years old and my eyes are not quite what they used to be, but the compassion for someone that has suffered enough and now is living from day to day in my finances and they want to Treat me this wasThe Fact IsIt's my money and they have no right to keep itPeriodI am going to spread the word about their policies on every social site I canI am tired of there excuses of why they have the right to KEEP MY MONEY and not give me my money for the core charge That I Did ReturnI disagree with these liarsKeep my damn moneyRock Auto is the absolute WORSE company I have ever dealt with and I have been working on cars for almost yearsRock Auto is corrupt and they Lie saying I waited months to get a return, That's totally AbsurdYou are the worst company out there

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not fully resolve my complaint. For your reference, details of the offer I reviewed appear below
Rock Auto LLC indicates they were not aware of the failure of the defective rack and pinions both within days I clearly stated in my correspondence with Rock Auto LLC of the time period concerning this matter Rock Auto LLC should be held responsible for the return shipping cost of the last defective rack and pinion as they had promised a full refund including shipping (this amounted to $USD) As for the cores with respect to the brake hardware, I do not refute that the parts were sent to the wrong warehouseHowever, I asked Rock Auto LLC to consider reimbursing me the cost of the cores ($USD for both) as a goodwill gesture given the volume of business I have provided to them over the past several years (thousands of dollars in parts) Instead, I received a response from Rock Auto LLC indicating that since the cores were returned to the incorrect warehouse they would be discarded and I would not be issued a refund for the cores As far as the rack and pinion refunds are concerned, Rock Auto LLC has refunded both rack and pinions and so that aspect of this complaint has been resolved In order to be fully satisfied with this complaint, I am seeking the following:(1) Reimbursement of $USD for the shipment of the defective rack and pinion.(2) Reimbursement of $USD for the brake bracket cores.I am hopeful that Rock Auto LLC will consider reimbursement of $USD to bring this matter to full closure and to my full satisfaction.Finally, and most importantly, I thank Revdex.com for their intervention in this matter I am convinced that without the involvement of Revdex.com, Rock Auto LLC would not have responded in the manner they have up to this point.Thank you Revdex.com! I appreciate your involvement and the efforts you have made on my behalf
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
The passenger side they have conceded should have fit my car they say they cannot explain why that one didn’t fit they should be responsible for shipping it back Hello,Thank you for providing more information about your vehicle and the length of axles that were originally installed. When I checked the drivers side axle on order, NCVthere's reference to w/o auto trans. If you have an automatic vehicle it would explain why this side isn't matching. When I checked the passengers side axles listed they come up at a length of 22.5", not 24". I'm not able to say why your passengers side has a different length, or which part number would match. I've set up return instructions that will be sent in a separate email, which would guide you through the rest of the return process. Thank you,***
Regards,
*** ***t

We did not know that Mr
*** had already installed the head gaskets he received at the time we authorized his returnHad we known that fact, we would not have authorized his returnWe offer no refund, and this response concludes our correspondence with Mr***

We are sorry if our representative was less than professionalMr*** ordered Sunday 11/and chose International Priority shippingWe shipped his part the next morning, Monday 11/Because Mr*** provided a business address as the shipping address, the shipment required an
importer's registration / identification number for clearanceFedEx contacted Mr*** on 11/but he did not provide the import information until Wednesday 11/Once FedEx received this information, they tendered the package to the local carrier for final delivery on Thursday 12/Mr*** called us on Saturday 12/and asked to have the package returned to our warehouseWe contacted FedEx that day and requested that they return the packageThey were unable to meet this request and delivered the package on Monday 12/5.We provided return instructions that Mr*** can forward to his hotelWe will issue a refund if the part is returned, but as our Help page explains (***), shipping charges are not refundable unless the return is due to our mistake

On 7/26, Mr*** contacted us to report that his replacement spare tire carrier failedWe authorized his return for a full refund and emailed him return instructionsHe has yet to return the part

No RockAuto employee admitted fault in shipping Ms
***'s order, nor did they offer to cover the cost of having the part she ordered incorrectly returned for freeWe don't know what gave her that perception, though we are sorry for whatever misunderstand she encountered.We have authorized Ms*** to return her part (valid until 12/3)As our Help page notes, shipping is not refundable unless we made a mistake (***)We sent the part she orderedShe ordered a part for a car she does not ownWe will not refund her shipping

I do not accept their explanation of what they think was shipped to me It was only the clear plastic and no box except the brown cardboard box I take offense to them implying I'm lying about that The customer service is terrible and I will never buy another item from Rock Auto I have since placed a block on my automotive business Internet server and no employee/customer shall be allowed to the site hardwired or wifi I will print the Revdex.com complaint and post it to share the poor business practice with employees and others as a reminder cheaper is not better especially with zero integrity. 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 are sorry Mr*** was mistakenly told his replacement transmission control unit would arrive programmedOn 9/6, we offered to reimburse his programming fees if he supplied receipts showing what he paidWe have not heard from him since

MrG*** rejected our offer saying he "did not order incorrectly", but all information we have already provided shows that he did. MrG*** ordered a rotor & brake pad kit for a vehicle with standard brakes and mm front rotors, as specified in our online catalogHis vehicle has heavy duty brakes and mm front rotors, so he ordered incorrectlyWe provided return instructions and issued a refund on 9/As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.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,
Kyle ***It is there mistake and they say I did not want them that is not a true and honest statement if the screw hole is used for original assembly at the factory then how was I able to find a get with the hole in it and I'm not interested in there PDF From *** because they are going to side with the business because they do not want to loose a customer and no I'm not happy with there actions

Mr*** ordered Centric pads and rotors on 05/19/On 1/6/18, he contacted us to request a warranty replacement for these partsCentric's warranty covers replacement for parts that suffer from defects in materials and workmanship for a period of days from the date of purchase, or for
3,miles of use of the product, whichever occurs firstMr***'s warranty period expired in August of Our return policy allows returns for refund within days of the original purchase, but does not apply to parts that have been installed (http://www.rockauto.com/help/?page=4#Returns)We offer no refund

[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,
*** ***

This
customer ordered rotors that our listing specifies is for vehicles
whose 7th and 8th digit of their VIN is 1K and whose rotor
diameter is 312mmHe reports that his original rotors are smaller
than the ones he orderedOther listings show different (smaller)
rotor diameters, indicating
multiple options available for the
vehicleOur Help
page explains under “Choosing A Part,” that “All parts
listed fit the year/make/model/engine combination you choseBut if
there are limiting factorsthey will be listed in the description
Please read listings carefully to ensure they match your
applicationif a feature listed is not true of your vehicle,
please choose a different part.”
The limiting factor details in the part
listing do not match the customer's vehicleAs
our Help page explains, 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 did not order correctly
for their vehicle despite clear part listings and a explicit
explanation of how to use our catalog, the customer is welcome to
return the parts but is responsible for all shipping

Mr*** is correct; he initially paid via PayPal, not multiple paymentsWe apologize for the oversightHe placed the following order on 4/24/2016:Moog part number 515042, $146.79, Qty 2FedEx Ground shipping, $18.99He applied a 5% discount code, which is taken off his parts' total onlyThat brought the total charge to $(($* * .95) + $= $297.89)We received payment from PayPal for that amount on 4/24/2016.On 4/3/2017, he reported a problem with the partsWe authorized replacements under warrantyHe chose to purchase a return shipping label from us (warranty does not cover shipping)His label cost $17.62, which he paid using a Visa on 4/3/2017.On 1/31/2018, he reported a problem with his warranty replacementsWe authorized replacements under warrantyHe chose to purchase a return shipping label from usHis label cost $18.39, which he paid using a Visa on 2/4/2018.On 2/15/2018, one of our representatives reversed our previous decision to allow another set of replacements and limited the solution to a refundOn 2/27/2018, we issued the following refunds:$- PayPal$- Visa$- VisaThose refunds total to $278.90, which is $less than the amount Mr*** paid initiallyI am not sure why our crediting department chose to refund his label purchases, as shipping (both the initial outbound and the return shipments) is not refundable under warranty, as our Warranties page notes (https://www.rockauto.com/docs/warranty)However, Mr*** has been made whole for the products he returnedThe amount he has not been refunded from his initial purchase is $18.99, which was his initial shipping charge, which is not refundable under warranty, nor are the return labels he purchased.We apologize for our initial response, which was confusingHowever, our initial conclusion was correctWe owe Mr*** no refunds

On 4/15, this customer ordered a Monroe "Econo-Matic" strut assemblyAs noted in the product's information on our website, "-Matic" parts offer no warrantyRockAuto has a day return policy, which expired before the customer reported his problem.A Monroe warranty specialist confirmed that
Econo-Matic parts do not carry a warranty