Natural Talent

[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]

[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.  Thank you so much for the time and consideration.
Regards,
[redacted]

We reached out to Mr. [redacted] to discuss the damage caused to the bumper he ordered. He has since had the part repaired. We agreed to refund him the amount he paid to have the part repaired as soon as he sends us receipts for the repair and photos showing the condition in which the box and part were...

received.

On 7/2, Mr. [redacted] ordered several parts for his truck and addressed them to [redacted]. On 7/27, he contacted us to report that he still had not received the parts at his address in Mississippi. We explained that, because the parts were shipped several weeks prior, the destination address could not be...

altered. We told him that we would refund him for all parts the carrier might return to any of the four warehouses who shipped his order initially. None of our warehouses have reported receiving his parts. We cannot refund him for parts we shipped to the address he specified, whose whereabouts are still unknown.

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.
Rude answer to this situation. If you have nothing to add consider the customer base your giving up on. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We have explained how Mr. [redacted] can return is part for a refund. We have nothing further to add.

On 6/6 and 6/7, this Mr. [redacted] arranged returns for parts he did not want by going to our Order Status & Returns page. We authorized his return. He has since returned the parts and we issued his refund 6/19.

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. There was never a solution offered. The RockAuto customer service representative (s) lied multiple times and have continued to lie throughout this complaint process. For example, I was told that they had contacted the shipper directly, but this never happened. The shipper confirmed this and gave me a reference number to prove my contention that the RockAuto team is extremely dishonest and highly disrespectful. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

On 9/26, Mr. [redacted] ordered a Power Window Switch for his 2012 Chevrolet Malibu which is described as such: "Front Left; w/ One Touch Window Open/Close."On 9/29, he went to our Order Status & Returns page to report that he received a defective part. In his report, he noted the fitment details of...

the product (which are noted above) matched what he needed, but that part did not work as it should have after he installed it. We authorized his return in good faith that he was sent a defective part. We provided a prepaid return shipping label and shipped him a free replacement.On 10/7, he returned to our Order Status & Returns page to report that his replacement part was defective. In his report (which he submitted 3 times because he canceled the first 2 submissions), he noted that he installed the part but that it did not work as it should. He also reported that the description and fitment details did not match what he needed, meaning he installed a part which is not intended for his vehicle. We denied his return because, as our Warranties page notes, warranties apply only to the vehicle for which the part is listed in our catalog and on which the part was installed. As our Help page notes, we do not accept returns for parts that have been installed and are not covered under warranty (http://www.rockauto.com/help/?page=4#Returns).On 10/11, he sent us an email which confirmed that his original switch did not have an auto-up feature, meaning he ordered and installed a part which is not intended for his vehicle. He also told us that he did not install the part despite saying he did on 3 occasions when he attempted to arrange his online return. We explained that, because we had already provided one replacement in good faith that what he reported online was accurate, we could not provide another. We also could not allow him to return the part for a refund given that he indicated on several occasions that it had been installed on a vehicle it is not meant to fit.RockAuto does not offer customer service over the phone, which is why Mr. [redacted] did not receive the service he wanted. Our Help page (http://www.rockauto.com/help/?page=1) explains how to find and choose parts, as well as how to place an order. For help with existing orders, our Order Status & Returns page (http://www.rockauto.com/orderstatus) can provide immediate solutions 24/7, without the need for multiple emails or waiting on hold. All of the information we have is shown in our online catalog and self-service helps keep our prices low for everyone.We offer no refund to Mr. [redacted].

This
customer purchased an A/C Compressor & Component Kit that our
website specified is for replacement of a Zexel type
compressor with casting # [redacted] with a 6 groove pulley and fittings
behind the clutch and in front of the rear mount. The customer did
not match this information to his...

original compressor prior to
purchasing it. As our Help page explains
(http://www.rockauto.com/lang/en/answersTab4.html#Returns),
every part we sell may be returned within 30 days for a refund of the
part price. Shipping charges are not refundable unless the return is
due to our mistake. Since we shipped what the customer ordered but
the customer neglected to match the relevant details in the part
listing to what he was replacing, he is welcome to return this kit
within 30 days but no shipping costs will be refunded.

The purpose of mentioning the submission of photos in our previous response is to highlight that we do give customers in the same situation ("my original box is damaged/oil-soaked) options to return their cores. Because Mr. [redacted] chose to discard his box prior to contacting us, we could not authorize his request to return his cores, nor could we ask that he supply photos to see if they suffice for our warehouse's purposes (he can't supply photos of a box he doesn't have).This message concludes our correspondence with Mr. [redacted].

Mr. [redacted] purchased a Beck/Arnley ABS wheel speed sensor from us on 7/25/16. We ordered it from the manufacturer, and they shipped it to him directly. Beck/Arnley confirmed that this part is always packaged in a sealed plastic bag with a blue Beck/Arnley box (photos attached). Mr. [redacted]'s...

return was received by our warehouse in the sealed plastic bag, but missing the blue Beck/Arnley box. As our Help page explains, to receive credit, a returned part must be complete and in its original, unmarked manufacturer's packaging. If Mr. [redacted] would like the part back, he can contact us directly to remit payment of $10.78 for the round trip shipping ($5.39 shipping to us on our label, $5.39 shipping back to him). Otherwise we can discard the part.

We are sorry for the trouble with Mr. [redacted]'s orders. 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 cash refunds,...

shipping costs or other expenses. He can begin the warranty process online using our Order Status & Returns page for Order #47711279 and the website will provide instructions to return the faulty part and receive a replacement. The stabilizer bar links Mr. [redacted] purchased on Order #49335686 were listed as 11.80", and other sizes were also shown. When he set up a return online using our Order Status & Returns page he stated that these parts were much longer than his originals. If this was not the correct measurement for his car, then the incorrect parts were ordered. As our Help page explains, every part we sell may be returned within 30 days for a refund of the part price, but shipping charges are not refundable unless the return is due to our mistake. Return instructions to send these parts back for a refund are attached.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I DO NOT accept this offer because 1. RockAuto only lists this part as the only part that will fit this car. It does not say any where that there may be another size that fits this particular vehicle. Had they have said that there are different sizes for this vehicle I would have measured it. But what good would it have done because they don't even sell the correct part? 2. I sent back 2 different parts. One part had no grease on it and it was still in the original packaging and they refuse to refund my money on this. 3. The grease that was on the part CAME with the part and was meant to be put on it to help in its installation. So how can you say the part is no good when grease is going to be put on it anyways? If it were the correct part it would have fit and the point would be moot.4. They charged me $3.51 to return the incorrect part they had listed then they wanted me to send them another $12 and change for me to send the wrong part back to me in case I wanted to keep it. Why would I do that? If 2 parts cost $3.51 to send back to them, why would they charge me over $12 to send 1 wrong part back to me? I would like my money back for both parts and the $3.51 back for returning their incorrect part.[redacted]

We are sorry for any confusion. The Wholesaler Closeout master cylinder that Mr. [redacted] ordered was listed in our catalog for a 1995 Chevrolet Monte Carlo 3.1L V6, with a note specifying “EXC ABS”. We are not sure what he thought “EXC” might stand for, but RockAuto and the Oxford dictionary...

(attached) understand this to be the standard abbreviation for “except”. As our Help page explains, if there are limiting factors (like "RWD vs. 4WD" or "w/ A.C. vs. w/o A/C"), they will be listed in the description. Please read listings carefully to ensure they match your application. Per our return policy, every part we sell may be returned within 30 days for a refund of the part price, but shipping charges are not refundable unless the return is due to our mistake. We refunded the purchase price of the part, $22.19, on 3/29/16. No additional refund is due. Reference:exc.. Oxford Dictionaries. Oxford University Press. http://www.oxforddictionaries.com/us/definition/american_english/exc. (accessed April 06, 2016).

Revdex.com: I am glad they are willing to warranty the product, why do I have to place a new order? why can't I return the defective part and they send me a new one? every other warranty I've done with them has gone " return the part and they will send me another one". As long as this has taken to come to this conclusion I'm worried I will not get my money back. If this is the only way then I will do it but I want them (rockauto) to put in wrighting  so I have documentation. 
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

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.
The purchase was made by Me, [redacted].  The part was shipped to my mechanic, Mr. [redacted].  If they business doesnt want to proceed with settling things here thats fine, My bank and Visa can finish things up but I do not accept this as resolved, and this is a horrible company to do business with
Regards,
[redacted]

The last email that we received from the Revdex.com states that we had to take no action and to just wait for future communication. We just got an email tonight, Sunday, from the Revdex.com stating that our complaint is now closed because we did not respond. Today is the 10th day to respond so I am. I don't know what rock auto is talking about when they say I said we had a 71 lemans, when clearly I know that we have a 67. I never said I didn't want the part, I said it was the wrong part and it wouldn't fit our 67, because it was supposed to have the front and back to it as promised from [redacted] at rockauto. They wrote that the part was not wanted. Thank you for your time. [redacted]Sent from my iPhone

RockAuto does not re-box or substitute parts, but we apologize that our catalog incorrectly described these control arms as possessing replaceable ball joints. After confirming with the manufacturer that the joints on this are not replaceable, we have removed that description from the listing and...

provided return instructions. We also sent a pre-paid label for Mr. [redacted] to return these parts for a full refund. Mr. [redacted] is welcome to place a new order for control arms that do have replaceable ball joints, but we cannot do an exchange for different part numbers on the same order.

This customer presents no new information in his rejection and our original message responded to all the same points. Mr. [redacted] purchased an A-1 Cardone Master Cylinder on December 5, 2012. He contacted us 2 years later on December 9, 2014 stating that it had failed. 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 cash refunds, shipping costs or other expenses. A-1 Cardone warrants their parts for 3 years, so we offered 2 options to receive a replacement. Mr. [redacted] chose to order a new part so he could get it installed right away, then return the faulty part and be reimbursed for the replacement order. He ordered the replacement Master Cylinder on December 20, 2014 but did not return the faulty part. The next time he contacted us, over a year later on January 17, 2016, the 3 year warranty from 2012 had already expired and we explained that we were not able to assist further with the warranty claim.Mr. [redacted] then requested to return the "unused" replacement for a refund. We are confused how it could be unused, since he told us in December 2014 that he needed a working replacement right away because the original part broke. However, we accept returns within 30 days, as our Help page explains. Since the order is now over 580 days past our return window, we will not accept a return for his December 2014 order.