Natural Talent

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

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,
*** ***

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,
*** ***

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

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

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

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,
*** ***

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

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

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
[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

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 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 ***, 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

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.

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.

Using our Order Status & Returns page, Mr. G[redacted] set up a return and chose "Core Return" as the return reason. We provided return instructions that indicated "Core Return" as the the reason for return.  These instructions advised him to "verify each part number, quantity and reason for...

return. If this information is incorrect, please use our Order Status page (http://www.rockauto.com/orderstatus) to adjust the return and obtain new instructions". Mr. G[redacted] sent back the part on Tuesday 11/1 and FedEx returned the package to our warehouse on Tuesday 11/8. We issued a core refund on Wednesday 11/9. When Mr. G[redacted] emailed us about the refund amount on Thursday 11/10, we contacted the warehouse to confirm what they received. The warehouse had already processed the return and sent the parts back to the manufacturer as cores. We explained that because he did not follow the return instructions and contacted us after his return was processed, we would not refund the additional amount requested.

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.