Natural Talent

We did not falsely advertise the Dorman Door Hinge Pin & Bushings
Mr. [redacted] ordered. As the attached image taken from Dorman's website
catalog shows, we advertise the parts how the manufacturer does. Despite
Mr. [redacted]'s personal knowledge of his car and the images he attached
from undocumented sources, Dorman's catalog also confirms that the Door
Hinge Pin & Bushing Kit for a 1972 model is different than the 1971
model (also attached).

On 10/19, Mr. [redacted] ordered three parts that were shipped by a freight carrier. The order confirmation email that we sent him, before shipping these parts, stated the following: "UNWRAP AND INSPECT ALL PARTS FOR DAMAGE BEFORE SIGNING for the shipment. If parts are damaged or missing, refuse the...

shipment and let us know. By signing, you release the carrier from liability."  The same message appeared on the confirmation email we sent Mr. [redacted] when his order was shipped.Mr. [redacted] received and signed for the freight shipment on 10/25. He noted no damage for any of the parts. He visited our Order Status and Returns page later that day to report that the hood he ordered had arrived damaged. We asked him if the hood was damaged during shipping, and also whether the shipping box arrived damage; he replied "Yes," to both questions. We then asked if he refused the shipment. He replied "No."Unfortunately, Mr. [redacted] did not fully unwrap and inspect all the freight before singing for it. We filed a claim with the carrier on his behalf, citing concealed damage, but our claim was denied on the grounds that Mr. [redacted] signed for the freight that he received, affirming that it was received in good condition, and noting neither damage, nor loss. The carrier's denial of our claim on Mr. [redacted] behalf is consistent with the policy that we alerted him of in his order and shipment confirmation emails, respectively. By signing for the freight, he released the carrier of liability for the damage for which he now seeks compensation.We are sorry that the hood Mr. [redacted] ordered was damaged in transit, but offer no compensation."

We are sorry for any confusion. Nissan originally used different manufacturers for the starters on their vehicles, including Mitsubishi. Mr [redacted] purchased TYC part #117685, listed to replace starters where the OE Manufacturer was Mitsubishi. He received the part he purchased. If he is not...

satisfied with the country of origin, he is welcome to return the part and we have provided return instructions to do so. 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.

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.
This is unacceptable! This is fraud selling used and passing off as new!
Regards,
[redacted]

Mr. [redacted] ordered on 12/18/17. He had a valid discount code on file, which he received by email with instructions explaining how to use it. Rather than entering his personal discount code as we instructed, he typed "Prior customer code" into his checkout page. His order shipped on 12/19. He emailed...

us on 12/20 asking how to get his discount code to work. We explained, as our Help page does, how he could apply his discount code in the future and that we cannot apply discount codes to orders marked as shipped (http://www.rockauto.com/help/?page=4#DISCOUNT). We will not issue a refund for the amount he would have saved had he applied his discount code correctly, nor will we give him store credit.

On 3/7, Mr [redacted] placed an order for auto parts on our website catalog. He chose CIBC Bill Pay as his payment method, which takes 5 business days to clear. We do not pull parts from our inventory until we receive payment from our customers. Mr. [redacted]'s payment cleared his bank on 3/13, at which point...

we sent the order to our warehouse for fulfillment. The warehouse we initially chose to fill his order no longer had the parts he initially ordered. We were able to source the parts from another supplier, but at a much higher cost. We asked Mr. [redacted] if he wanted to pay the additional amount so we could source the parts he wanted from an alternate supplier or if he wanted us to cancel the parts from his order. We received an additional payment from him on 3/14, signaling that he was ok with paying the additional amount for the parts he wanted. Our warehouse process and shipped his order later that day.The second payment Mr. [redacted] sent us was $29.72 USD more than we asked him to pay. We issued him a refund in the form of Store Credit (which is our default refund method when a customer chooses to pay via CIBC Bill Pay).Mr. [redacted] has received the parts he ordered. We offer no further refunds.

We're
sorry this shipment was missing the sensor. Unfortunately, since the
manufacturer can not send the part separately, the options we can
offer are to:Return
the part (using a prepaid return shipping label) for a full refund.
Return
the part (using a prepaid return shipping label) for...

reshipment of
the correct item (including the sensor) at no additional cost to the
customer.
Place
a new order for the same part, swap out the incomplete part for the
complete part, and then return the incomplete part (using a prepaid
return shipping label) for a full refund.
Accept
a partial refund ($10, or the cost of shipping on his order) due to
the inconvenience.
Shipping
the sensor separately is not a reasonable option due to the high cost
of the sensor when sold individually (which is about 2/3 of the cost
of the full assembly purchased); we can not ship this part out for
free. The customer can use the return instructions and prepaid return
shipping label to return the part he has for reshipment of the
correct part. If he prefers an alternative solution, he is welcome to
select a solution from the above listed options in order to resolve
the problem, then contact our customer service department
([redacted]) with
his preferred option.

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.]
Any local retailer will offer a refund for defective products.  The fact that they could not get me the replacement is beyond my control.  There was no way possible to get the parts replaced in the same time frame as locally.I do not consider this resolved, and I will refuse to do business with a company that practices this refusal to stand behind what they sell. Regards,
Timothy [redacted]

On 11/9, Ms. [redacted] contacted us because she had not yet received a part she was expecting to arrive on 11/8. We refunded her the difference between Next Business Day Express and 2 Business Day Express ($49.00) and asked her to let us know if she didn't have her part by the end of the day. She...

contacted us on 11/11 to inform us she had just received her part. We added $31.00 to her refund (the balance of what we had not already refunded for the difference between Next Business Day Express and Ground shipping). We offer no other refunds.

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 power steering unit that I sent out for rebuilt was never rebuilt.  This evidence I have are as provided.The first evidence was proven by a certified Volvo technician that inspected the rebuilt power steering unit.  I asked the unit to be inspected after purchasing a new power steering unit from Volvo.  The Volvo technician related the vanes were defective which kept air internally.  So the whining noise was not from bearing but from the air being trapped in internal moving components. The company that I sent the power steering unit for rebuild, A1 Cardone, had discontinued rebuilding my specific power steering unit.  The facts were based on their web site, and speaking to an associate at A1 Cardone.  When I asked the associate more specific information regarding the rebuilt of my unit, they immediately advised me to contact Rockauto.In my opinion, Rockautos warranty policy is fraudulent.  As a consumer, I was defrauded of a service provided by Rockauto, and their policy only forces the customer to run on a hamster wheel.  As a customer, I paid for a product to be rebuilt, when in fact it was never rebuilt.   A1 Cardone claims that all rebuilt units are inspected and tested.  If that was the case, then my unit would have failed when it was tested.   Then Rockauto wanted me to follow the warranty policy and ship the power steering unit back to the same company that originally rebuilt the power steering unit.  Really??  If Rockauto has a dispute with who owes them money, then it should be with A1 Cardone.  Rockauto should have provided customer satisfaction by giving me credit for dealing with such horrible service.  In my opinion, Rockauto customer service is horrible, with a bogus return/warranty policy.  I wish I had never purchased anything from Rockauto.
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]

On 1/11 at 1:38pm CST, Mr. [redacted] ordered six parts for a Mercury Grand Marquis. At 2:50pm CST on the same day, he went to our Order Status & Returns page to request cancellation for four of the six parts. We confirmed cancellation of those four parts thirteen minutes later. The parts for which...

Mr. [redacted] did not request cancellation shipped later that afternoon.On 1/14, we learned that Mr. [redacted] refused delivery for the two parts for which he did not request cancellation. Our warehouse received one of the parts on 1/19. We refunded him the amount he paid for the part less the amount the carrier charged to return it to us. Tracking for the other part he refused shows it should arrive at our warehouse on 1/23. We will refund him the amount he paid for that part less the amount the carrier charged to return it within 3 business days of receipt.Our website does not block customers from requesting cancellation for parts which ship from the same warehouse (provided those parts can still be canceled). We are sorry for whatever difficulty Mr. [redacted] experienced when attempted to cancel all parts from his order. We do not offer customer service over the phone, but our Help page does explain how to reduce quantities on an order (http://www.rockauto.com/help/?page=4#REDUCEQUANT). We offer no other refunds than the ones mentioned in this review.

On 6/18, Mr. [redacted] contacted us to report that he received the wrong parts. We told him that he may arrange to have the parts refunded or replaced by reporting the problem on our Order Status & Returns page. He has yet to do so.

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]
 
While they can easily ignore my request by the 'letter' of the warranty, it is certainly not in the spirit of the warranty.  Nor is it in the interest of customer service or what I believed Rock Auto stood for.  Yes, it was purchased a number of months back, however it was just now attempted to be  installed. It was purchased along with over $500 or additional parts to be used in restoration of an MGB.  Certainly not unusual to purchase parts you know will be required down the road in a project such as this.  If Rock Auto is willing to lose a customer over a $12 item when this customer has spent well over $2000 with Rock Auto in the last 24 months or so, well,  I suppose this is their business decision.  I struggle with such a decision in such a competitive environment, but again their choice.  I understand well how a good customer can be treated and I am willing to bet that the manufacturer who supplied the part to them would surely follow the spirit of the warranty.  It is shameful to truly have policies such as this and sad that they profit from the unjust treatment.   Just as much, it is my decision to never patronize Rock Auto again and to make a point of telling others about my experience and my opinion.   I also struggle to believe the senior management of this organization condones the kind of treatment provided to me by their customer service team.  If you are laughing, send it up the chain and let's see.

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] Iv that is not true I called prior to installing it and they insisted that it was the correct part I have the old one installed and now my car still won't start I checked all my fueses and non are blown I will never do business nor any of my friends or family with rock auto this is costing me extra money in gas as I have to drive my suburban to work instead of my audi which my wife and I both miss we have owned it for over 5 years and has always been reliable it is not my fault that the manufacturer used 2 different alternators for my model year and if rock auto knew then they would of acknowledged it when I placed the order I called salvaged yards and they ask for a digit number off my vin so it sounds like the don't know their stuff or Need to research and stop insulting customers they  said my car was a 1990 audi v8 it is not and I have the title to prove it it's a 2003 audi a8L I will gladly ship their part back at their exspence and would appreciate a full refund if they still refuse then I will have to take them to court and will sue them for repair, stress and added expenses  I just want to be able to drive my car again if you have ever driven an Audi you would understand especially when it comes to snow

On 6/16/2015, Mr. [redacted] ordered a radiator which included a 2 year warranty. On 12/2/2016, he we went to our Order Status & Returns page to report that it failed. We offered two warranty replacement options. The first was to return the defective part and, once we knew it was on its way to our...

warehouse, we would ship a replacement. The second was to place a new order for the same radiator and, once he was ready to do so, return the defective one for a full refund on his new order. He chose to place a new order, which he did the same day. He later returned his defective radiator and we issued a full refund on 12/21/2016. On 8/19/2017, he contacted us to report that his radiator failed again. Since his warranty expired 6/16/2017, we told him we could not offer a refund or a replacement.

On 5/12, our warehouse contacted us saying that Mr. [redacted]'s Rack and Pinion Complete Unit core was returned without the manufacturer's box. As our Help page and the return instructions Mr. [redacted] generated online note, cores must be returned in the box the replacement part came in...

(http://www.rockauto.com/help/?page=4#RETCRE). We are sorry Mr. [redacted]'s installers discarded his box, but ACDelco, the manufacturer, will not credit us for his core without the box in which the original part came. We await his response as to whether or not he wants us to discard his core or return it to him at his expense. He has until 6/12 to respond before our warehouse discards the part.

We are sorry if our representatives were less than professional. Ms.[redacted] placed her order on Monday afternoon, 9/12, and chose Next Business Day Express shipping. We shipped her order the following day, Tuesday 9/13, and she received it in 2 business days on Thursday 9/15. FedEx's equipment had a...

mechanical failure, so they were unable to deliver this package on time. We offered two solutions to Ms. [redacted]: A refund for the difference between the Next Business Day Express shipping that she paid for and the Two Business Day Express shipping that she received or return the order for a full refund with our pre-paid shipping label. Ms. [redacted] refused both of these offers.

On 9/15, Mr. [redacted] went to our Order Status & Returns page to report that the struts he received did not fit. We authorized his return and provided return instructions and a prepaid return shipping label.On 9/20, our warehouse reported that the mounting brackets on both parts were bent, and...

therefore not resalable. Our warehouse confirmed that both the part and shipping boxes in which the parts were shipped were not damaged upon arrival, indicating the parts were damaged before Mr. [redacted] returned them to us. As our Help page notes, we will not accept returns of parts that have been installed or modified (http://www.rockauto.com/help/?page=4#Returns). While Mr. [redacted] may not have installed his parts, they were altered from the new condition in which they were sent to him. His return instructions also noted that "[r]eturns may not be refundable if the part, or the manufacturer's box, is damaged while in transit to our warehouse", though our warehouse found no evidence of carrier damage.We cannot refund Mr. [redacted] for the parts he returned because we cannot sell them as new in their current condition. We offered to return the parts at his expense on 9/26. We have not heard from him since, and our warehouse has since disposed of his parts.

We are sorry that the outside mirror Mr. [redacted] ordered did not fit his car. He set up a return online on 7/7/16 using our Order Status & Returns page, and selected "The part I received matches the description and picture, but the part will not fit my vehicle," indicating we sent him the...

correct part. Our website offered to refund him the original shipping if he pays the return, as a compromise for the part not fitting for uncertain reasons. Mr. [redacted] contacted us on 7/8/16 requesting a different resolution. He told us he needed a part with a 2-pin connector, but the part he ordered is shown in our catalog with 3-pins. Since he ordered the wrong part and the reason the part did not fit is no longer uncertain, we changed the return to "Part Not Wanted". 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.