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 [The shipping instructions for the return said that if the box was damaged that they would not refund my moneyIt did not state that affixing a shipping label on the box was considered to be damaging the productI have pictures of the box that arrived at the company and also have insurance on the deliveryThe options given on your web site assured me that it was the correct part until I took it to a dealer at my own expenses and they finally gave me the correct part] Regards, [redacted]

We are sorry that the Centric brake parts Mr [redacted] ordered did not meet his expectationsHis warranty has expiredThis message concludes our correspondence with him

We are sorry that we sold out of the Wholesaler Closeout parts Mr [redacted] orderedHe chose cylinder head bolts for $each and valve cover gasket for $As our Help page explains, closeout parts are our "clearance rack." They:Are new (unless marked "remanufactured") but may be older inventory ("last year's style") and look different than our regular inventory of the same part (a different color, for example, with a grease fitting newer parts do not have, or lacking hardware which was sold separately in the past)Were acquired at discounted prices from companies liquidating inventory (because they were overstocked, decided to carry a different brand, went out of business, etc.)Are limited to quantity on hand and cannot be replaced with regular inventory at the same price.When our warehouse notified us of the shortage, we contacted Mr [redacted] ’s office manager and refunded the cost of the parts, plus their associated shippingNo additional action is required

I am not sure why this customer's rejection to our response is in my queue againWe have already stated " We do not have Mr [redacted] ’s return and he has not provided us with a valid tracking numberWe cannot issue a refund without first receiving the parts"His rejection simply says we're lyingI have no other answer to give youUnless he can prove to you with a tracking number that FedEx shows the signature delivery he is claiming, then his rejection is not worth a response

On 6/18, Mr [redacted] contacted us to report that he received the wrong partsWe told him that he may arrange to have the parts refunded or replaced by reporting the problem on our Order Status & Returns pageHe 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, R [redacted]

On 6/6, Mr [redacted] went to our Order Status & Returns page to report that he received a damaged partAt the time, we had no more in stock, so we provided a prepaid FedEx return shipping label to return the part for a full refundHe has since returned the part and we issued his refund 6/16.We currently stock more of the part he originally purchased, which he is welcome to order at any time

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 productWarranties 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,

We are sorry for our mistake on MrsW***'s orderShe reported the problem online using our Order Status & Returns page and we provided return instructions with a pre-paid shipping labelShe bought a replacement locally, so we issued a full refund on 11/

We did not change the fitment details of the [redacted] brake pads Mr [redacted] orderedThe fitment details noted that the pads fit EX and EX-L models at the time Mr [redacted] placed his order as they do now [redacted] 's website confirms the fitment details we provided (http://www[redacted] -brakes.com)We have nothing further to say to Mr***

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 have everything that Rockautio said in responseThe dispute is over the fact that I had lost my home in a fire in November and I was working off of a inch display on my phoneHe states that that they refunded my core charge to my discover cardYes for the second carburetor core was returned, for the correct carburetorMy point is about their accusation that I waited months to return a product is an out right lieThe Fact is I have a letter instruction them to refund my money for the wrong order back to my discover cardI thought that letter was enough to let them know I needed the right carburetor and to credit my purchase of the wrong carburetor towards the correct oneNot only did they not put my money back on my discover card, (which my records show two carburetors charged to my account) Neither carburetor was put back on my card, it was put on their store creditI am not a machine shop, why do I need store creditSecondly, the first carburetor core charge was never put back of my credit cardSo they owe me for that core charge that I sent back and never received credit for itBut the second correct correct carburetor core charge was put back on my cardThis company is unscrupulous in their return policiesAnd they are lying about me getting my refundOK I admit I made a mistake on a inch display of my phone and if I clicked a store credit it was because I wanted them to use that credit for my new order of the carburetor orderTheir policy is a scam to hold peoples money and their should be TWO CORE CREDITS to my discover cardThey never didSo they owe me MY money back Not only for the $208.38, but the core charge as well of $less return chargeThis is the worst customer service I have EVER received by a huge corporation like RockautoDo they really need my business that bad that they have to keep my money because I lost everything in my life due to a fire and now that I have the ability to communicate with them they want to say, SORRY because you were homeless for months is not our faultThat is basically is what Alissha told me on the phoneThey are not going to work with meThis was not my fault, it was a typo on a small phoneI am years old and my eyes are not quite what they used to be, but the compassion for someone that has suffered enough and now is living from day to day in my finances and they want to Treat me this wasThe Fact IsIt's my money and they have no right to keep itPeriodI am going to spread the word about their policies on every social site I canI am tired of there excuses of why they have the right to KEEP MY MONEY and not give me my money for the core charge That I Did ReturnI disagree with these liarsKeep my damn moneyRock Auto is the absolute WORSE company I have ever dealt with and I have been working on cars for almost yearsRock Auto is corrupt and they Lie saying I waited months to get a return, That's totally AbsurdYou are the worst company out there

Mr [redacted] placed his order on September 14, but didn't request a return until November 30, – over months laterWe accept returns within days, as our Help page explainsGiven the circumstances, we offered an exception to our policy to allow him to return his part for store credit with a restocking feeMr [redacted] replied thanking us for our customer service and the exceptionI have attached those emails to this replyWe 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

The suite number is not included as it is not necessary for physical mail to reach us The customer ordered Wholesaler Closeout, Private Label wipersOur Help page explains "Private Label Pkg" means the part may be in different packagingThe features should be the same but the warranty (and the quality) may be different than for parts the manufacturer sells under its own brandOur Help page also explains that sometimes manufacturers buy parts from other manufacturers and re-sell them as their ownWe have no control over manufacturer supply chainsIn this case, Trico was selling NAPA parts We do not sell used parts, though as clearance parts Wholesaler Closeout parts may look as though they've been on a shelf for awhileOpen packaging may indicate the parts were previously opened, but does not indicate they were installed (and thus “used”) partsLike other online retailers, RockAuto allows returns and inspects all returns The customer purchased winter wiper bladesWinter blades have a stiffer design, so while resting they don't follow the curvature of the windshieldThey don't sit totally flat so that there is less surface to get iced to a windshield when the car is sitting outside in the elementsHowever, once they are turned on the blades move into position almost immediately, and will successfully wipe clean the entire windshieldThis is likely the cause of the fitment problem the customer presents Upon reevaluation of the photos provided of the wiper blades received, enough of them do appear to be oxidized beyond what is for wholesaler closeout parts that we think meeting the customer's request for a full refund on the order is appropriateWe apologize that this and the fitment problem were not appropriately addressed initially and we are taking action to prevent similar situations from arising in the future The customer has opened a chargeback dispute via his credit card company for the order totalSince chargeback documentation specifically instructs us not to issue a refund while the chargeback is open, the customer will be refunded in full (including original shipping) on the order without return of the products as soon as his open dispute via his credit card company has closed

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

Our manager confirmed that he explained the following to Mr [redacted] on 10/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 refundWe apologize if he was unclear.We are sorry to hear Mr [redacted] chose to replace his parts locallyHis kit is only sold as a kit, therefore we cannot provide partial reimbursement

As our Help page explains, sometimes manufacturers buy parts from other manufacturers and re-sell them as their ownIn doing so, they declare the quality of the part worthy of their name and stand behind the product with their warrantyWe have no control over manufacturer supply chainsWhen we buy a part from Brand X, we pay X's price for it, and the customer's price is based on our costIf a customer disagrees with a manufacturer's purchasing decision, they may return the partShipping is not refundable, and if the part is re-ordered the same brand and part number, it's likely an identical part would be received Manufacturers often make parts to be sold by others (Kenmore appliances, store-brand cereals, etc.) "Private Label Pkg" means the part may be in a different box, and the features, fitment, and function should be the sameThe warranty (and the quality) may be different than for parts the manufacturer sells under its own brand In May, this customer purchased a Hayden radiator fan clutchWe shipped what was ordered and in July, outside our return window, he reported being unhappy that it was made in China rather than in GermanyThe stamp on the representative image in our catalog states where that particular part was manufactured and its manufacture date, but does not guarantee the country of manufacture of all parts Hayden sells as their own any more than it guarantees that all Hayden parts were manufactured on the represented date stampWe allowed an exception to our return policy by accepting the part for a return, but explained that since we shipped what was ordered no shipping was refundable In July the customer ordered a Private Label Package Sachs radiator fan clutch and was sent what was orderedHis complaint was similar, and we again explained that the manufacturer (Sachs) decided to source this part from another manufacturer (Hamburg-Technic), but in purchasing and selling it as their own it is considered a Sachs partThe customer is welcome to return this for a refund of the part priceNo shipping will be refunded

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]

We're sorry this shipment was missing the sensorUnfortunately, 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/of the cost of the full assembly purchased); we can not ship this part out for freeThe customer can use the return instructions and prepaid return shipping label to return the part he has for reshipment of the correct partIf 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

On 5/12, our warehouse contacted us saying that Mr [redacted] 's Rack and Pinion Complete Unit core was returned without the manufacturer's boxAs 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 cameWe await his response as to whether or not he wants us to discard his core or return it to him at his expenseHe has until 6/to respond before our warehouse discards the part

We're sorry to hear there is a problem with Mr***'s ECMWe are working with him to honor his warranty