Natural Talent

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.
As seen in the attached screenshots highlighted in boxes/circles, etc. I dug everywhere and there is only one reference to a date that will or won't work. Also, you'll see my 2005 F-350 Diesel is the selected vehicle for the replacement part(s) and the alternator is obviously listed as a direct replacement. Nowhere is it stated to find the manufactured date and check against any other dates. That is the issue at hand! After I had my ASE Certified mechanic look at this site and the information provided, he wouldn't have known to find the manufacture date either. So, how in the world is this my fault? I don't care where they have fine print buried beyond this point. What I attached, is what they are marketing for a replacement for my 2005 F-350 Diesel truck, but with no returns, no credits, no warranties, nothing whatsoever! That is where they are taking advantage of consumers!
Regards,
[redacted]

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.

Mr. [redacted] placed his order on September 14, 2015 but didn't request a return until November 30, 2015 – over 2 months later. We accept returns within 30 days, as our Help page explains. Given the circumstances, we offered an exception to our policy to allow him to return his part for store credit...

with a restocking fee. Mr. [redacted] replied thanking us for our customer service and the exception. I have attached those emails to this reply. We do not have the part, and tracking does not show it in transit, but if his part is received, we will issue the store credit via email.

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.  Rock Auto pointed to their help page in regards to their company policy.  They do make mention that discount parts cannot be substituted for regular inventory but do not specifically limit liability on incorrect inventory.  Simply stating stock is limited to what is on hand does not limit their liability to incorrect inventory listed. Stock on hand is assumed to be the inventory listed on the site.   Furthermore, once I paid for items listed as in stock and they accepted payment it was a legally binding contract to provide parts for said price.  Since regular inventory was the same part number there was no reason why it could not be substituted to fulfill legal obligation under purchase contract.  There is no company policy listed that states they accept no liability for inventory errors and as such they should be required to fulfill the order at agreed upon pricing.  Allowing them to simply state that they had an inventory error and offering me the same part at a significantly higher price will set a dangerous precedent where a discounted item deemed popular enough could have the discount removed without warning and under false pretense simply to boost profits.  I hope that you also find that this could lead to questionable business practices not used by others in the industry.  I would also like Rock Auto to provide a policy link on its website and not refer to a help page as this is also not how a reputable business operates.  This leads to policy being buried in answers to help questions and is not an appropriate way to list rules and policies.   I contend that this "policy" does not apply to my particular situation and even had it applied it was not readily accessible to myself the consumer.   
Regards,
[redacted]

Hands down will not ever again do business with your company again. ???????? Worst customer service ever! Thanks Revdex.com for your time! 
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,
Teresa [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.
Thank you for your help but Rock Auto can kiss...

my [redacted]. I'm glad I learned my lesson on how they are by only spending 200.00 considering I'm getting ready to restore an older car. I know one place that will never get another penny from me. They are a sorry as excuse for a business
Regards,
[redacted]

On 1/1, Mr. [redacted] ordered several parts for a 1991 Chevrolet K3500 Pickup. We later learned (via the Vehicle Identification Number he provided) that he owns a 1991 Chevrolet V3500, which explains why the parts he ordered do not fit.On 1/8, Mr. [redacted] went to our Order Status & Returns page to...

arrange returns for parts he ordered. We authorized his returns and provided return instructions, which noted the address to which each part must be returned. On 1/18, our warehouse in California notified us that they had received five more parts than they were expecting. We learned that, instead of sending the five parts to New York, as the return instructions we gave him for those parts instructed, he returned them to California. We refunded him for the parts he was supposed to return to California that our warehouse actually received (they did not receive two of the parts for which Mr. [redacted] obtained return authorization). Our warehouse in California will ship the remaining parts to our New York warehouse. We will refund Mr. [redacted] for those items less the cost of forwarding them to the correct place once our warehouse in New York reports they have received them.

We are sorry if any of our representatives were less than professional. On 8/4, this customer went to our Order Status & Returns page to report that the transmission mount he ordered did not fit. We asked him for more information to determine the problem. He supplied the part number of the...

correct part he purchased elsewhere, which revealed that he needed a motor mount, not a transmission mount. He may use the return instructions we emailed him to return the part for a refund. However, and as it is noted on our help page, shipping is not refundable unless the return is due to our mistake ([redacted]

Mr. [redacted] placed his order in March 2016 and chose a 25" wiper blade on wholesaler closeout, as specified in our online catalog. We are unsure why he ordered a 25" blade if he needed a 26" blade. As our Help page explains, we accept returns within 30 days. Because Mr. [redacted] did not request a return...

until October 2016, we will not accept a return for his order.

On 10/14, Mr. [redacted] ordered several parts for his Chevrolet Pickup and addressed them to Mooresville, NC. RockAuto does not and cannot choose delivery addresses for customers. His order shipped 10/16, the next business day after the order was placed.On 10/18 at 10:38 CST, he sent us an email...

saying:"You have two hours to find my order or to send my money back or my lawyer will be in contact with you...".At 11:17am CST on the same day, we replied explaining that his order was currently in transit to his location. A few minutes later, our representative realized that he overlooked that Mr. [redacted] had already refused his package. Our representative called Mr. [redacted] to discuss the problem. Mr. [redacted] explained that he intended on shipping his parts to Charlotte, NC, and demanded a full refund. We explained that we would refund him for the parts he refused, less the cost to ship them initially and the cost for the carrier to return them to us (both of which were incurred because Mr. [redacted] addressed his package incorrectly). We issued his refund on 10/23, which was shortly after our warehouse received the parts he ordered.It is true RockAuto does not offer customer service over the phone. Customer service can be accessed on our website 24 hours a day. We replied to all of the emails Mr. [redacted] sent us within hours of receiving them (including his request for a call back), except for emails he sent expressing disagreement with the solutions we offered and/or to insult us.We offer Mr. [redacted] no additional refunds

We are sorry for our mistake on Mrs. W[redacted]'s order. She reported the problem online using our Order Status & Returns page and we provided return instructions with a pre-paid shipping label. She bought a replacement locally, so we issued a full refund on 11/3.

On 1/22, Mr. Middleton contacted us to request return authorization for parts he purchased on 4/13/2016. We explained, as our Help page does, that parts may be returned within 30 days of purchase for a refund (http://www.rockauto.com/help/?page=4#Returns) and denied his request. He may not return...

his parts for a refund.

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.] You did start a trace investigation. I have the trace numbers in a previous email if needed. Fed Ex stated that the packages were delivered just as they have always stated. That throws out the window the ten day time frame you have mentioned. Also I used those trace numbers to attempt to start a claim with Fed Ex and they said nothing about the date being a problem. I spoke at length with two Fed Ex representatives. I would be satisfied to see some documentation from Fed Ex stating that they would not start a claim back when I first notified Rock Auto of the problem. I believe that was the  15th.  Regards,
[redacted]

I already informed the business there was nothing wrong with my brake components, yet there claim is still my brake components are the problem.  So they need to provide me a better response is ce they cannot really tell me if these rotors are defective.,

We are sorry if our representative was less than professional. When Miss [redacted] requested to have Chris' manager call her back, Susan returned her call that same day. Since we were unable to provide a correct, undamaged part after shipping three items, we provided return instructions with a prepaid...

return label and issued a full refund on 9/8. We apologize for the inconvenience and hope that Miss [redacted] gives us another chance in the future.

On 10/9, Mr. [redacted] requested that all but 3 of the parts he ordered earlier that day be canceled. On 10/10, we confirmed his request via email, noting that his PayPal refund could take up to two business days to process.Later that day, he filed a dispute with PayPal. As soon as he ends his dispute,...

PayPal will allow us to issue the refund we promised more than a month ago.

This hood could not have been damaged in the shipment to me as I stated earlier.  They shipped hood from their ware house to me in such poor shape I could not use it. They have pictures of box packing ect. Ask them to send pictures to you. Because I checked damaged in shipping I didn't realize they were going to put allbame on shipper, also ask them to check hoods in stock and check for damage.THANK YOU

We are sorry that Mr. [redacted] has had trouble with his [redacted] rotors. He reported that they had excessive runout within the first 30 days, and we provided a return label and instructions to send them back as ‘defective’ parts. Mr. [redacted] had the option to get a replacement or a refund, since every...

part we sell may be returned within 30 days for a refund of the part price (http://www.rockauto.com/help/?page=4#Returns), but he elected to receive a replacement. After receiving and installing the replacement set of rotors, Mr. [redacted] contacted us to say that they were also bad. The manufacturer confirms that these rotors are machined and ready to install upon purchase, so it is unusual for one set to have a problem, much less two. Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of shipping costs or other expenses (http://www.rockauto.com/docs/warranty.php). We offered an exception to this, and provided Mr. [redacted] return instructions to send the second set back for a store credit equal to the cost of the rotors. Shipping will not be included and Mr. [redacted] is not eligible for a refund under the manufacturer’s 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We reviewed Mr. [redacted] claim that Dorman 911-629 is listed incorrectly for his 2002 Toyota 4Runner with the manufacturer. He is correct; the part we list on our website will not fit his vehicle.Even though Mr. [redacted] reported his problem after his 30 day return period expired, we will make a one-time exception to allow him to return the part at our expense for a full refund. We emailed him return instructions and a prepaid FedEx return shipping label, which he can access on our Order Status & Returns page as well.We apologize for our mistake and for any inconvenience it caused him!