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
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,
*** ***

We have nothing further to say to Mr***

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

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,
*** ***

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

[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,
*** ***

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)

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."

Upon receiving this complaint, I attempted to contact Mr*** directly to discuss the fitment issues with these partsHe declined to respond to either contact attemptThis order was placed on September We accept returns within days, as our Help page explainsOn October 12, Mr***
sa return online for the radiator and selected to “Return the part anyway (at my own expense).” Our records show he never returned this part, though return instructions were suppliedMr*** did not attempt to sa return for the ignition lock cylinder until October 30, after the 30-day return period had expired, which is why he was unable to retrieve return instructions for that item

[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, *** ***

We did ask the carrier to investigate MrCorrea's shipment when he asked us toThe carrier's contention was that the part was delivered to the correct address, therefor no lost package claim could be filedWe are sorry MrCorrea was a victim of property theftThis message concludes our correspondence with him

[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,
*** ***

Mr
*** is correct; customers may not return parts for refunds after days of purchase, as our Help page notes (http://www.rockauto.com/help/?page=4#30DAY)His parts were covered under the manufacturers warranty, which is why he was given the option of returning them for replacementBecause we appreciate his business, we are allowing a one-time exception for him to return his parts for a refund

This
customer purchased rotors in AprilIn September, he reported that
“Since I put these roto[r]s on back in April, as of this
month they have become warp[ed].”
Our 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 productWe explained that while
Motorcraft offers a month, 24,mile warranty on their products,
that warranty covers defects in workmanship or material but not
“warping.” We went on to explain that the problem he described
(“warping”), otherwise known as disc thickness variation (DTV),
is caused by other problems in the system such as excessive runout
after installation, overheating, or faulty calipers, but it is not
caused by defects in the rotors themselves (and is thus not covered
under the manufacturer's warranty)DTV can be remedied by having the
rotors machined by a shop or replaced entirelyWe did recommend
inspecting the calipers first to ensure they were not the cause of
the issue, and we're glad to hear the customer found the calipers
were not the problemSince the manufacturer's warranty does not
cover the problem the customer is describing, no warranty replacement
is available

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's response refers to what I clicked on when I went to their webpage. When looking to inform them that the part they list on their website is completely wrong and not even for a 4Runner, they do not offer any way to contact them. No customer service email, phone number or anything. When I brought up my invoice, there is no link to request a return as it is outside of their day return window so I clicked on whatever link was available to see if I could get to a point of returning the part.For Rockauto to say that because I clicked on these links that I clearly ordered the wrong part is ridiculous and creating a impression of what happened. The facts of this case are clear - Rockauto sold me a part that they claimed is for a 4Runner and it has been verified by a Toyota certified mechanic that is not a part that is for a Toyota 4Runner. Rockauto provides no way for a customer to rectify THEIR mistake and did not even try to verify if the part was actually for my vehicle. Instead, they claim I ordered the wrong part. The part is NOT even for a 4Runner but Rockauto refuses to acknowledge their mistake and rectify the situation
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,
*** ***

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