Natural Talent

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

We are sorry if our representatives were less than professionalWe issued a full refund for the catalytic converters on 7/25/

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,
*** ***

We apologize that these parts did not fit Mr***’s truckThere are two different boot kits listed for his vehicle, with pictures clearly showing a set of straight tubes and a set of tapered tubesWe have clarified the catalog descriptions to specify which positions in the truck each kit
fitsDue to the imprecise catalog listings, we understand how the customer could have made an inaccurate selection for his needsWe have provided return instructions and a pre-paid label to send the parts back for a refund

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

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
Again, as I explained in my previous complaint that the reason the signal switch was order was because the wiper motor did not fix the problem. Due to the issues we were having we were lead to believe that the signal switch was causing the issue. It was until we order another wiper motor from a more reputable company and sent us one that worked did we realized the Rock Auto had sent us a BAD WIPER MOTOR. Had they sent us one that worked in the first place we would have never had order the signal switch. We did not intend to order something that "simply was not needed"
Regards,
*** ***

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

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

We are sorry to hear that Mr*** received a defective brake kit! This particular manufacturer has different warranties when the same component parts are sold individually or as a kitWhile it's true he may not arrange warranty replacements for individual component parts (as was his experience
when he first reported the problem on 7/16), he may arrange warranty replacement for the entire, high performance kit he purchased (which has a year warranty)However, as our warranties page explains, warranties 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).Mr*** may return to our Order Status & Returns page to arrange his replacement

On 11/2, Ms*** (or someone on her behalf) went to our Order Status & Returns page to report that she received the wrong partShe refused to answer questions which would allow us to determine the problem, so we limited her return form to providing a brief description of the problemShe
noted "Shipped wrong part wont fix car and want my money back and a shipping label to ship this back."On 11/3, she emailed us asking to return her partBecause 2004-Chevrolet Malibu's come with different exhaust systems based on the trim of the vehicle, we asked her for her VIN (to verify the make, year, model, engine, and body trim of the vehicle) and to verify that the part received is what she expected (by matching the part numbers to what she ordered)She refused to provide any of the information we requested.On 11/7, she contacted us again to report that she owns a Chevrolet Malibu, which the part she ordered is not intended to fitWe authorized her return and provided return instructionsHowever, as our Help page notes, shipping is not refundable unless we made a mistake (http://www.rockauto.com/help/?page=4#Returns)Since Ms*** refuses to confirm what she received, we can only assume she received the part we intended to send her (her comments that she received a 2006-are spurious; the part she ordered fits Malibus of a particular trim from 2004-2008)We will not refund Mr*** for the part she ordered until she returns it, which she is authorized to do until 12/(noted on the return instructions we have already sent her and that she can access on our Order Status & Returns page)She must return the part at her expense.RockAuto does not have customer service over the phoneWe have not employed someone by the name of Jason in many years

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,
*** ***

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,
*** ***Atten: Revdex.com,Once again I do not agree with Rock AutoFirst of all please read their latest Response once again Quote: MESSAGE FROM BUSINESS:It's true that Mr*** has purchase the Monroe part to which his complaint refers beforeHe purchase Monroe on 9/9/It's possible that, at that time, Monroe did offer a day warranty for their Econo-Matic partsHowever, and as was noted on the information page when he ordered the same part again on 4/17/2017, Monroe no longer warranties their Econo-Matic parts. The "Feel the difference" guarantee to which Mr***'s attached documents refer is for qualifying Monroe shocks and strutsThe Econo-Matic line Mr*** purchased is not a qualifying Monroe strut, thus Monroe offers no such guarantee.We are sorry Mr***'s part failed so soon after installation and that Monroe no longer warranties its Econo-Matic line They are right as I have mentioned earlier I have purchased Monroe Product before from them They also mentioned that it is possible at the time that Monroe offered a day warrantyNow if anything changed why didn't Rock Auto put right on the ordering line where you buy these shock "NO WARRANTY"They didn'tI wasn't born yesterdayIf I would of saw NO Warranty on the line that you order on I would of never ordered them again

We are sorry our warehouse has no record of receiving Mr*** partThis message concludes our correspondence with him

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,
Jim ***This was their erroe from their website. I ordered everything fo a ford f 150. they need to exchange it at their expense for shipping

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,
Pamela ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
RockAuto has had a amp amount of time to review my dispute and to make any errors a correction. Unfortunately, RockAuto has displayed the same answer in which I initiated the complaint via Revdex.com. The problem being, the first part that I had ordered, Front Left Strut, appeared to be in great, new shape. After taking off my worn strut, and replacing with the 'New' strut, I assumed that I was correct in thinking that I had received a new, free of flaw, Front Left Strut. After driving the car I come to realize that the part that I had just installed was not new and was also not in working order, it appears to be even worse than my original strut. So, upon trying to obtain a simple resolution from RockAuto, RockAuto became rude, unfriendly, and after writing a Revdex.com, unwilling to solve the problem. Secondly, my stabilizer links that I had ordered were the wrong parts for my car. RockAuto claims that it showed different lengths and It was MY fault, when in fact, I captured the screen shot showing that ROCKAUTO stated in would fit my 2009 Chevrolet Malibu 2.4L LT. So, this is ROCKAUTO's fault, not mine.  On top of all this grief that I had been dealing with, RockAuto insisted that If I wanted to return the parts based on their faults, I were to pay for the shipping to my house and the shipping back to them. Very unreasonable and unacceptable. So, these disputes are unresolved and were provided with a ridiculous answer that tried to appear like it was the customers fault for order wrong parts. I'm sorry RockAuto, next time someone orders from you I will have to inform them that they make sure they want a damaged product, and if a different product comes, make sure they have the money to pay for shipping both ways, leaving you, RockAuto, making money off this illegal action.  Revdex.com, I fully thank you in your efforts to help obtain a resolution but I find it very disappointing that a company like this exists. My next step is to go to my friends at the media and display a story, warning others of the dangers, risks, and consequences for using RockAuto. Thank you!
Regards,
[redacted]

We provided Mr. [redacted] with instructions to obtain his warranty replacement parts. He has received his replacements and we have provided the return instructions to send back the faulty parts. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty...

provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: no shipping costs.

On 5/26, Mr. [redacted] went to our Order Status & Returns page to report that the part he ordered was missing an advertised piece. We provided a prepaid FedEx return shipping label, which he used to return the part. We shipped him a free replacement.On 6/2, he reported the same problem with his...

replacement. Our representative followed up with the manufacturer of the part who confirmed that the missing piece (woodruff key) was not actually included, meaning our catalog was wrong. We provided a prepaid FedEx return shipping label so that Mr. [redacted] may return the part he ordered for a full refund. We will not provide a full refund until he returns the part.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Mr. F[redacted] ordered a brake rotor and pad kit listed as "Rear" in our online catalog. The order was placed March 21, 2016 and when he called in May, he informed us that he accidentally ordered a rear kit instead of the front kit he needed. At this time, his order was three weeks outside of our 30-day...

return policy but we agreed to a one-time exception and sent return instructions to his email. When Mr. F[redacted] called on Sunday 9/18, he requested to speak to a supervisor. Due to limited weekend staffing, there was not a supervisor available. Our customer service representatives offered to have a supervisor call him back, but Mr. F[redacted] hung up on both representatives before they could confirm his contact information. We accept returns within 30 days, as our Help page explains (http://www.rockauto.com/help/?page=4#Returns ). Since the order was shipped 205 days ago, we will not accept a return.