Natural Talent

Our manager confirmed that he explained the following to Mr. [redacted] on 10/2 at approximately 5:30pm (CST):The individual with whom he spoke previously mistakenly assumed Mr. [redacted] was reporting a warranty problem with his order.He clarified that our return policy does not allow installed parts to be returned (unless they are being replaced under warranty). As a concession, he told Mr. [redacted] he could order the same kit, use the parts he still needed, then return the rest (which would not have been installed) for a full refund. We apologize if he was unclear.We are sorry to hear Mr. [redacted] chose to replace his parts locally. His kit is only sold as a kit, therefore we cannot provide partial reimbursement.

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.

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.

No one lied to Mr. [redacted]. We have 2 employees named Adam; one is a supervisor and one is not. Mr. [redacted] reported that his auto parts arrived scratched, with the paint chipped. We suggested they might still be usable, as these parts are meant to go under the car. Mr. [redacted] demanded...

replacements, so we issued him a prepaid label return label and paid the shipping to send a second set. Upon receiving the replacements, he reported the new parts were scratched as well. Since it seems that we cannot meet Mr. [redacted]’s expectations for scratch-free, under-car parts, we sent another set of return instructions and a prepaid shipping label to return the parts for a refund. He will receive a refund once the parts are returned.

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.

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,

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,
I was emailed my parts would arrive on Friday the 9th they should not sent the day parts would be delivered if day was wrong and still had to wait another week a bad way to business I will never buy from rock auto and not recommend to any of friends on facebook
[redacted]

Mr. [redacted] ordered window glass for a 2009 Suzuki Grand Vitara on 5/24/16, and received it on 5/27/16. He then waited 2 weeks to return the incorrectly ordered part, using our Order Status & Returns page to set up a return on 6/10/16. When the window glass was received by our warehouse, the...

shipping box was sealed with no damage (see attached photos). The broken piece missing from the window was not in the box, indicating the damage occurred prior to being sent back. We accept returns within 30 days, as our Help page explains, but we will not accept returns of parts that have been modified or damaged.

On 3/8, Mr. [redacted] went to our Order Status & Returns page to arrange a return for a part he ordered incorrectly. In his report, we asked if he installed the part. He replied "No". We authorized his request and provided return instructions.On 3/16, our warehouse contacted us to report that they...

would not accept the part Mr. [redacted] returned because it had been installed. As our Help page notes, we do not accept returns for parts that have been installed (https://www.rockauto.com/help/?page=4#Returns). We contacted Mr. [redacted], who claimed that neither he nor his mechanic installed the part. We asked that our warehouse provide more information as to how they came to their conclusion that the part had been installed.On 3/19, our warehouse emailed us the photos which are attached to this response. The part Mr. [redacted] purchased is an electric part. It comprises of a plastic housing fused to metal brackets, which are used for installation. The manufacturer does not use oil on the outside of the unit for use in the vehicle or to protect the product on the shelf, nor do they do any testing of the product after manufacturing. As the images attached show, the part Mr. [redacted] returned was covered in dirt and oil and/or residual grease. Further, one of the metal attachment points shows evidence of being torqued. Based on these findings, we denied Mr. [redacted]' refund. We offered to return the part he sent us at his expense. We have not heard from him since.We will not refund Mr. [redacted]. If he wants his part returned at his expense, we will check with our warehouse to see if they have not yet discarded it.

We're sorry to hear there is a problem with Mr. [redacted]'s ECM. We are working with him to honor his warranty.

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.
When a quote for a product or service is issued, either verbally or in writing, businesses should provide the product or service for the quoted amount instead of making customers pay for their mistakes.
Regards,
[redacted]

The return instructions and prepaid label we sent Mr.

[redacted] note that he may return both CV half shafts he ordered for a refund.

I have attached several documents and screen captures illustrating the clear return instructions we provide to our customers. This includes our email correspondence with Mr. [redacted], explaining how to retrieve his return instructions online via the Order Status & Returns page and the return instructions he would have accessed from that page. As well, I have included screen captures of our help pages providing guidance for returns processes and our About Us page that lists the customer service address Mr. [redacted] used, which also explains how to get the correct return address. While Mr. [redacted] is not eligible for a refund from RockAuto, we can assist him with a warranty replacement if he follows the return instructions we have provided. If the part has been returned to Airtex directly, we have no further recourse for him. Airtex has no record of RockAuto orders and manufacturers do not process returns from customers. As well, Airtex’s warranty does not cover parts made by other manufacturers so the auxiliary filter is not covered. Mr. [redacted] has made this process more difficult than necessary by doing everything in his power to send the parts anywhere except the correct returns location. We have provided all required information, and, if he has now returned the parts to the manufacturer, we have nothing further to address.

[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]

I agree Rock auto does beat competitors prices sometimes and ship you intial order in a timely manner, when it comes to returns and reshiping that's where the hassle comes in. Not to mention more than half of my orders I had to send back due to damages or incorrect items then they tell...oh we no longer carry the item you need or we have to refund your account sense the item you need has be discontinued. This order has been the worse of them all I've been call in their cutomer service number for days and each time I've been over talked, rushed, then they hang up in my face when all I want to know is how to correct an order in which Rock auto does not provide help, instructions or options to choose from for correcting my resent order. I really wish rock auto employees would treat their valued customers as such and not as a number waiting in line. Rock auto has helped me in the pass as well as caused me some hardship but I hope we can resolve theses issues so that I can continue to be a valued customer thanks for your time.

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.
Mr. [redacted] absolutely DOES have a claim against Rock Auto as you are the company that sold the product from the manufacturer ATK.  Rock Auto is a weak company that does not care for it's customers and make transactions fair and right.  It is not my fault that Rock Auto chose a poor manufacturer (ATK) to provide engine blocks.  This IS the responsibility of Rock Auto.  NO PROOF from ATK has been provided showing that the second engine block was "not faulty" as they claimed.  Rock Auto has failed to stand up for it's products offered and to provide fair and supportive customer service.  Rock Auto also never responded to me personally by mail after receiving a certified mail complaint from me over 30 days ago.  They have only responded here on the Revdex.com website and never once attached a name to it's responses. Because Rock Auto is a weak company with very poor customer service, I will now spend more of my time doing their job and pursue ATK for reimbursement for a second faulty engine block.  I will also make sure that every social media outlet knows of Rock Auto's faulty products offered and poor customer service.
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. 
Regards,
[redacted]

Mr. [redacted] misunderstood our product listing, for which we apologize. As indicated in our previous response, Fel-Pro referenced 1134L and 1134R in their product description because 1134 is a match for both, which would have been clearer had he viewed the "Info" page for the part, which is is shown in attachment 1. As you will see, 1134L and 1134R are referenced as "Alternate/OEM Part Number(s)", not as components of a set/kit. Given that cylinder head gaskets are often side specific for 8 cylinder engines (like the one Mr. [redacted] owns), Fel-Pro included their note to make it clear to customers weary that there are not two separate product offerings (which there might have been in the past -- aftermarket manufacturers update product designs to expand coverage very often) that 1134 is correct for either side. But no where in their description do they explicitly say two gaskets are included.Using the Fel-Pro part Mr. [redacted] referenced in his response as a means of comparison, part number [redacted], the Info page lists dozens of part numbers as "Alternate/OEM Part Number(s)", shown in attachment 2. He said himself that he would not expect more than one part to arrive, yet, as attachment 3 shows, the part is described the exact same way ("Cylinder Head Gasket/Set") and also includes a photo showing one gasket. The only difference between the listings is that [redacted] references too many Alternate/OEM Part Number(s) to reference in one product listing. We agree that the Apex part he referenced, part number [redacted], offers more clarity on what is included in the product description. But Mr. [redacted] did not purchase the Apex part. He purchased Fel-Pro 1134, which we advertised correctly based on the product information provided by the manufacturer, Fel-Pro. Our website also explains that, unless specifically noted otherwise, parts are sold individually (https://www.rockauto.com/help/?page=2#PADS). We shipped the part Mr. [redacted] ordered. This message concludes our correspondence with him.

Mr. [redacted] rejected our response, but we already explained that we are honoring the policies that are posted on our website. We will not issue a refund under warranty. 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 (http://www.rockauto.com/docs/warranty.php).If Mr. [redacted] would like to proceed with the warranty claim, we will ship a replacement once we have tracking information showing the defective part is on its way back to us.

As Ms. [redacted]'s attached order confirmation shows, she selected and paid for Ground shipping, not 2 Business Day Express.This message concludes our correspondence with her.