Natural Talent

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.

[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.

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.

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.

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].

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].

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]

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.

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.

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.
[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).

Mr. [redacted] reported that his KYB strut had failed due to a defect with his MOOG strut mount. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. MOOG will not cover a KYB brand part under their...

warranty, and KYB will not cover a part that did not fail due to its own defect. We sent a replacement MOOG strut mount, but we were not able to authorize the warranty replacement return for the KYB strut. We do sell strut & mount kits, as well as strut / coil spring / mount assemblies, for his 2001 Nissan Maxima. In the future, Mr. [redacted] may consider purchasing parts as a kit so the warranty will include all parts together.

Transit
times and "Receive by" dates shown during checkout are
estimates by the carrier and, while usually accurate, are not
guaranteed by RockAuto, as our Help
page explains. This order was delivered within 5 business days of
shipment, within the carrier's standard delivery time...

frame.
The
customer ordered a hood that shipped via truck freight. The order
confirmation we emailed to her (sent immediately after the order was
placed) stated: “PLEASE UNWRAP AND
INSPECT ALL PARTS FOR DAMAGE BEFORE SIGNING
for truck freight shipments. It is difficult to obtain compensation
for damage after you have accepted the shipment.”
The
shipment was accepted and signed for upon delivery (see attached) at
the shipping address the customer specified, indicating that the
shipment was “received in good order.” The signed form reminded
the recipient to “check for damage before accepting delivery; do
not accept delivery if damage exists!”
Later
that day, the customer reported that the hood “appears to have been
crushed under other pallet on truck,” indicating damage occurred
during shipping. We filed a concealed damage claim with the carrier
on the customer's behalf, which - as we've informed the customer
already - takes up to 120 days after the claim is open to be
resolved. The claim was opened in early July, and we are currently
awaiting the results of that claim. Since the customer did sign for
the parts, any refund amount resulting from the concealed damage
claim through the carrier is subject to the carrier. We will contact
the customer when results are available and we will refund the
customer whatever the carrier agrees to refund on the claim.

We are sorry that FedEx did not deliver Mr. [redacted]' radiator on time. He placed his order Thursday 9/15 and chose Next Business Day Express shipping. We shipped his order and it was picked up by FedEx that same day, but they did not deliver the package on Friday 9/16 as guaranteed. Mr. [redacted]...

called RockAuto on 9/16 to inform us that he had not received his order and we told him not to refuse the package. If he no longer needed the part, we would have provided him with a prepaid shipping label to return it for a full refund. He ignored our instructions and refused FedEx's delivery on Monday 9/19. Because of this refusal, FedEx returned the package to our warehouse using expedited shipping, which was much more expensive than the Ground shipping we would have covered with a prepaid shipping label. We issued a refund for the full order total, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), if a customer refuses delivery, the cost of return shipping is deducted from the refund.

Our initial response addresses her first and second submissions: "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 (http://www.rockauto.com/docs/warranty.php)." She did not bring up any new information or ask a new question when she rejected our offer,