Natural Talent

On 3/12, Mr*** went to our Order Status & Returns page to report that he received the wrong belt drive component kitWe authorized his return and provided return instructions along with a prepaid FedEx return shipping labelWe will issue a full refund for the parts and the amount he paid
to have them shipped within business days of returning them

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

As
our Help
page explains, parts are priced individually, unless
stated otherwise in the listingWe go on to explain with an
illustrated example that parts listed with application details as
described by the customer will fit one side OR the other side, but if
both sides are needed a quantity
of would need to be orderedThe
part listing photo also shows only a quantity of advertisedAs 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 and what was advertised (and explained) on our site,
shipping is not refundable

Revdex.com:
I can not view what is below ? CFPB just got a response from "verified by Visa" claiming they had nothing to do with requirements of providing dob and ss#They claimed was TCF bank and rock autoAlso I was doing the echeck as recommended by TCF bank manager because she couldn't believe that this extra info requiredWithin an hour I called rock auto because did not get confirmation email about orderWas informed order would not even be processed until following week die to payment typeAt that point cancelled order after refused to take debit card over phone to process that dayWas a week later after they tried to charge my account.
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 4/3, Mr*** ordered a Rack and Pinion Complete Unit for his Kia SorentoOn 4/6, he contacted us to say that the part he received was incomplete and that he purchased the missing component from his local dealership for $We told Mr*** that he should have reported his problem on
our Order Status & Returns pageHad he done so, he would have received a prepaid FedEx return shipping label to return his part for a free, complete replacement or a full refund.We will not refund Mr*** for a part he chose to purchase from his local dealership

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.if the company is going to sell items that are poor quality or have defects they should either not sell them or stand behind them
[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*** had difficulty arranging his core returnsHe
visited our Order Status and Returns page and clicked on the "Request
Warranty Replacement" button for the entire brake kit he ordered (part
number KCOE3167)The button he should have clicked was labeled
"Arrange Core
Return," and was found within the listing for each of
the two calipers on his Order Status and Returns pageThese calipers
are the only two items he ordered that have a core charge, and a
corresponding core return buttonThe rest of the parts on his order are
not eligible for a core return
Mr*** is not due $300, and we will not refund him that sum for
his coresHowever, he may recover his core refund of $per
caliper, less return shipping costs, by returning his caliper coresHe
must arrange this return on our Order Status and Returns page within
months of the original purchase date (10/6/17)We canceled his previous attempt so that he may arrange his core returns

On 4/7, Mr*** reported that he received a part which was not new on our Order Status & Returns pageWe provided a prepaid FedEx return shipping label and shipped a replacementOn 4/10, he contacted us to report that the replacement was not correct because he ordered the wrong part in the
first placeHe also indicated that he installed the partAs our Help page explains, we will not accept returns of parts that have been installed (http://www.rockauto.com/help/?page=4#Returns)

We are sorry for the confusion regarding Ms***’s ordersMs*** contacted us on 4/6/to let us know we shipped a wrong part on Order She requested an immediate replacement, sent with overnight shippingWe explained that we had options to send a replacement: 1) she can
return the wrong part on this order for a replacement, sent using the same shipping method as the original order, or 2) she can return the wrong part on this order for a refund, and place a new order with expedited shippingShe told us she did not want to proceed with the 2nd option, so we provided return instructions and a pre-paid label to return the wrong part for a replacementShe requested to speak with a manager, and our representative provided her information to the supervisorA supervisor returned Ms***’s call on 4/8/16, and attempted to leave a voicemail - unsuccessfullyWe apologize for the delay in that follow-upWe were not aware that Ms*** had placed a new order (44578546) after speaking with our representative on 4/6/16, so we shipped the replacement on her original order (44402830) on 4/8/Had the manager returned her call on 4/7/16, we would have seen the duplicate orders and been able to correct the errorWhen Ms*** called us back on 4/12/to return the extra part, she requested to speak to the supervisor, asking for a pre-paid label to return the part, as well as a refund for the expedited shipping on the new order she had placedShe then submitted this Revdex.com complaintThe manager called her back after the submission and explained that we will not refund the shipping on the new order, Order 44578546, as previously explained, but we can provide a pre-paid label to return the extra part for a refund on the original Order Ms*** indicated she understood and appreciated the follalong with the compromise of the return labelShe has returned the item and we refunded her for the cost of the part and the original shipping on 5/5/

On 3/10, Mr*** ordered parts on our website catalog, one of which was Fel-Pro part number (quantity 1)He ordered it using a part number he found.On 3/19, he went to our Order Status & Returns page to report that he was missing piece from Fel-Pro He was expecting two gasketsWe explained that Fel-Pro is just one gasket, as the product's description and image show (attached)The description notes that the part is equivalent to part numbers 1134L and 1134R (not that both are included), and the image shows one gasket.Mr*** is not missing a gasketWe shipped him the product we advertised when he placed his order

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 ***

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,
*** ** *** Business is repeating same answerAgain, I ordered parts from YOUR catalog that YOU said would fit MY carThe parts are brand new as I can't use themWhat kind of service is thisI don't care how long your return policy is! You can keep repeating your return policy, doesn't change the fact that you send me the wrong parts and your catalog states that they fit the car, but they don'tThe parts are brand new, so why do you have such an issue with taking them back? They are still listed wrong in YOUR catalog, so you can take the parts you send me, which do not fit my car, which your catalog said they did, as they are unused and you can sell them againYou have an incredibly awful customer "service"! How would it hurt your business to return parts that are brand new? Instead, you are losing a customer.I am not giving up on this, you are ripping people offI'll go one as long as I have to..My one income family doesn't need to be ripped off by the big guy! ***

On 9/24, Mr*** ordered a flywheel and addressed it to a physical address in Spokane, WA (as his attached order confirmation shows)On 10/1, he went to our Order Status & Returns page to report he did not receive the partIn his report, he noted that the correct delivery address was a post
office box in Rockford, WA, meaning he address the order to the wrong location when he first placed his orderFedEx tracking shows that the part was delivered in Spokane, WA on 10/On 10/5, he contacted us to request return authorizationWe authorized his return and directed him to our Order Status & Returns page to obtain return instructionsOur warehouse has yet to report receiving his partIf Mr*** returned his part, he should return to our Order Status & Returns page to enter the tracking number for his return so we can determine where it isIf we confirm that his part was returned to the correct location, we will refund him for the part itself ($33.79) less any return shipping costs if the part was returned using our accountHowever, at this time, we offer no refund as we have no record of receiving his part

Mr*** purchased this Wheel Bearing & Hub Assembly on April 7, 2014, but did not contact us about a problem with the part until June 3, We explained that Raybestos offers a 12-month warranty on their Wheel Bearing & Hub Assemblies and his warranty was expiredWarranty
information is provided on our Warranties page and on the product’s INFO page in the catalogThe customer is also able to find warranty information at the Raybestos website on their Warranty pageWe are not able to assist with a warranty replacement on an item whose warranty has expired

We are sorry the air filter this customer purchased did not fit and if our representative was anything less than professionalAfter further research, we determined that our catalog is wrongThe air filter he ordered will not fit the Hybrid Sonata he ownsWe will correct our catalog and add $
to his refund (the amount he paid for outbound and return shipping)

[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. This is great news. Thank you in helping us in this matter. ***

MRevdex.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
Indeed RockAuto has sent the clutch kit to Valeo for testing This does not resolve my compliant because RockAuto should cover the labor costs and then debit Valeo after the fact I have done my due diligence by having a certified Ford Technician install the clutch and then diagnosed the vibration in the flywheel or pressure plate (RockAuto / Valeo's clutch kit) All of this documentation has been sent back with the clutch kit days ago and still no resolution RockAuto did not address any of the poor customer service received during multiple phone conversations On top of this RockAuto admits to being wrong about reimbursement for labor claims with Valeo and I am left holding on while the clutch kit is sent around the country The deal is, my certified Ford Technician provided the documentation stating the vibration was in the clutch kit and seeing as how RockAuto says Valeo will address labor claims, I expect to be reimbursed immediately and RockAuto can then take it up with Valeo Please do not close this complaint as this matter is not over until I am reimbursed for a defective component installation from RockAuto
Regards,
*** ***

We apologize for referencing the individual who purchased the fuel pump from us, Mr***We have nothing further to say to Mr***

MrK*** ordered a window motor and paid by PayPal on 8/When he arranged a "Part Not Wanted" return for this motor on our Order Status & Returns page, we offered a refund to his PayPal account or a store creditHe chose a store creditWe issued a credit of $on 9/MrK***
placed a new order for a window regulator and motor assembly on 10/The total cost of this order was $He used his store credit and paid the difference of $with his VisaHe then arranged a "Part Not Wanted" return for this assembly on our Order Status & Returns pageWe refunded the full amount charged to his Visa back to the same account and issued the remainder in the form of a store credit on 12/We will not issue an additional refund to his VisaIf MrK*** would like to order from RockAuto in the future, his store credit can be used for anything in our catalog and is valid until Decembre 1,

On 12/21, Mr*** went to our Order Status and Returns page to report that the rotors and drums he ordered were defectiveHe abandoned his report before we could offer a resolutionAs our Help page explains, "RockAuto is not responsible for any costs exceeding the cost of the part, and we will
not accept returns of parts that have been installed or modified (http://www.rockauto.com/help/?page=4#Returns)." Unfortunately, Mr*** chose to modify his parts in an attempt to make them work, which voided the parts' warrantiesWe are unable to offer any compensation