Natural Talent

We have nothing further to say to Mr***

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
Rockauto provided the parts that did not match vehicle and therefore breached the purchase agreementThey are legally obligated to take the parts back and have refused any communication
Regards,
*** ***

Ms*** has sought remedy through PayPal, who refunded her purchase on 8/On 9/8, our warehouse reported that they received the part Ms*** 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

[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,
*** ***

On 2/4, Mr*** purchased spark plugs for his Explorer Sport TracOn 4/12, he contacted us to report that they were not correct for his vehicleAs our catalog notes, there are two different spark plug designs on Explorer Sport TracsMr*** apparently did not check which design he
had before ordering, and chose parts which do not fit his vehicleAs our Help page notes, parts may be returned within days for a refund (http://www.rockauto.com/help/?page=4#Returns)Since this customer waited more than days to report his problem, we will not accept a return of the parts he purchased

On 3/20, Mr*** went to our Order Status & Returns page to report that he received the wrong hood and that one of his fenders was damagedWe asked for images of both parts to confirm what happened.He sent us pictures on 3/21, which confirmed his initial reportWe asked if he wanted a
full refund or a free replacement for the hood and that he supply images of the packaging in which his fender arrived and an estimate to repair it (since he signed for the part on delivery, our carrier requires part/packaging images as well as a repair estimate to proceed with a damage claim).We regret that our email system automatically closed his response, which noted that he wanted a refund for the incorrect hood he receivedWe have emailed him return instructions, which explain how he can arrange to have his hood picked up and returned for freeWe will issue his full refund within business days of receiving it.Since Mr*** signed for the damaged fender he received, we cannot refund him for itWe can, however, file a damage claim on his behalf with the carrier to see if they will provide some recourseWe cannot do that until he supplies photos of the packaging (inside and out) in which the fender arrived and provide a repair estimate (we are not asking him to repair the part, just get an estimate of what it would cost to do so, which is one of the carrier's requirements)He may attach those photos to an email sent to [email protected] (he should reference his order number, ***, in the subject line)He should also clarify which side fender was damaged (it's not clear from his previous correspondence)

It is not true that Mr*** could not have known about returning his core in the box the replacement part came in until after he arranged his return onlineEvery part we sell which includes a core is linked to the section of our Help page which notes what a core is and what is required to return itWe are sorry, but we cannot refund Mr*** for the core he returned without the ACDelco box

On 12/2, an individual named Kevin *** placed an order on our websiteOn 12/18, we emailed him a discount code, valid until 2/That email explained how Mr*** could apply his discount code, as does our Help page (http://www.rockauto.com/help/?page=4#DISCOUNT).On 12/3, Ms*** placed an
order on our website, referencing Mr*** as the individual to whom she wanted her parts shippedNeither Mr*** nor Ms*** has placed an order since 12/Consequently, neither had a valid discount code to apply to their ordersBoth are welcome to use the discount code we emailed Mr*** on 12/for orders placed up to 2/(using the instructions noted on the email and on our Help page, noted above).We do not offer free shipping (http://www.rockauto.com/help/?page=3&qsearch=free%20#FREESHIP)Also, we do not offer customer service over the phoneWe have not received an email from either of the two email addresses linked to Mr*** or Ms***'s orders, though it's worth noting that no one at RockAuto could have applied a discount code to Ms***'s order; she (via Mr***) had not been sent one prior to placing her order and the number referenced in her complaint (perhaps she found on a 3rd party coupon website) is not a RockAuto discount code.We offer Ms*** no refundsWe charged her the value of the goods and shipping she purchased and receivedShe is welcome to use Mr***'s discount code for future orders (again, up to 2/18) if he is willing to share his discount code with her."

Our Help
page explains that sometimes manufacturers buy parts from other
manufacturers and re-sell them as their ownIn doing so, they
declare the quality of the part worthy of their name and stand behind
the product with their warrantyWe have no control over manufacturer
supply chainsWhen
we buy a part from Brand X (in this case,
Bendix), we pay X's price for it, and your price is based on our
costIf you disagree with a manufacturer's purchasing decision, you
may return the partShipping is not refundableNo refund will be
provided without return for the part that was correctly shipped to
the customer

[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,
*** ***

[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,
*** ***

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.]
ERegards,
*** ***

We do not offer customer service over the phoneOur corporate receptionist could not have commented on Mr***'s discount codeWith the exception of his fifth email, to which we chose not to respond, we responded to all of the emails he sent us within hours (not days)We are sorry Mr*** did not apply the discount code we sent himThis message concludes our correspondence with him

We are sorry that the rebuild of Mr***'s throttle body was not
successfulHe may return the part to the manufacturer for a warranty
rebuild to correct the issues he describedIf they cannot repair the
part, it will be returned to Mr*** and we will issue a refund for
the
unsuccessful return & rebuild service
If Mr*** would like to proceed with this warranty rebuild, he may contact us for return instructions

On 12/at 1:21pm CST, Mr*** placed an order for parts on our website, totaling $He split payment between a MasterCard and his PayPal accountHe submitted a payment via MasterCard for $and two separate PayPal payments for $eachHis claim that our website charged his
PayPal account is falseWhen customers select PayPal as their payment option, we direct them to PayPal's website to authorize paymentWe received two separate payment authorizations from PayPal on 12/at 1:30pmSince the balance of the authorizations we received from Mastercard and Paypal exceeded Mr***s order total by $41.57, we refunded his Mastercard $41.57.We use automatic systems to collect payments and issue refundsWhen a refund is owed for an order where more than one payment method was used, our systems are designed to prioritize refunding the payment method which is easiest to refund firstIn this case, Mr***'s MasterCard was easier to refundWe are sorry he chose to discard his MasterCardHowever, we are unable to reverse the refund we already issuedWe will not provide another refund to his PayPal account

[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,
*** ***

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,
*** ***

[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 just wanted to let you know that the referenced complaint has been resolved satisfactorily and Rockauto has refunded my money. I want to thank the Revdex.com of Wisconsin for facilitating this communication and resolution of this matter
Regards,
*** ***

Miss ***'s rejection response contradicts her original message - she originally said "this is the first time I have ever placed an order with Rockauto" and in her rejection she talks about previous orders with RockAutoShe presents no information to change the situation and we have already made our final decision clearPlease remove this from the queueMrs*** shares a PayPal account with Mr*** and Mr***She also has the same billing and shipping address as Mr***We don't know why Mr*** and Mr*** don't find our products suitable, but their return rate this year is more than 50%, which is an order magnitude greater than the return rate of all our other customersNo merchant takes the decision to turn away business lightly, but their own behavior is telling us that our parts aren't what they need to get their jobs finishedWhen customer dissatisfaction is compounded with unprofitable sales, a reasonable merchant has no choice but to end the relationship, as painful as it is for everyoneBecause this decision is a reflection of their own ordering patterns -- and not our unilateral whim -- it is a final decisionThank you, *** Customer Relations

[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, *** ***