Natural Talent

We have already addressed this. Our original response said "If Mr. [redacted] shipped all four cores in one box, it seems that three of them were lost in transit. We would recommend filing a claim with the carrier."

Mr. [redacted] ordered a replacement thermostat with two 2-pin connectors, as specified in our online catalog. Since his vehicle has the second design thermostat with one connector, he ordered incorrectly.Mr. [redacted] set up a return on our Order Status & Returns page and we provided return...

instructions which directed him to put the part box in a shipping box. As our Help page explains (http://www.rockauto.com/help/?page=4#ARRRET), parts returned in just the manufacturer's packaging may not be refundable if the original box is defaced. Mr. [redacted] returned the part in the manufacturer's part box without a shipping box. The carrier removed the manfufacturer's labels and marred the box by applying their own shipping labels. As a result, this part was no longer in new, resellable condition. Mr. [redacted] did not provide payment information to have the part sent back to him, so we disposed of the part. No refund will be issued.

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.you guys partially made the situation right by refunding and letting me keep the item but it was still false advertising and you did not stand behind that advertisement by not sending me the items that I messaged you about. Yes you did fix it for future customers that look at that item but still did not fulfill my order per the listing
Regards,
Anthony [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.
As seen by their response, they don't see customer satisfaction as being important.  They did not respond to my statements of one year warranty and the computer problems that occurred.  What happened to my request for replacement before the 30 days? 
.
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]

[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]

We are sorry that the Centric brake parts Mr. [redacted] ordered did not meet his expectations. His warranty has expired. This message concludes our correspondence with him.

As our Help page explains (http://www.rockauto.com/help/?page=4#WRONGPRT), manufacturers sometimes make minor changes without changing the part number so the part may look slightly different than the picture in our catalog, but the fit and function should be the same.We accept returns within 30...

days, as stated in our return policy (http://www.rockauto.com/help/?page=4#Returns). Mr. [redacted] placed his order on 5/10, but did not request a return until 10/10. Although his order was well past our return window, we offered a one-time exception to allow him to return the part for a store credit. This credit could be used for anything in the RockAuto catalog and would be valid for one-year from the date of issue. We're sorry Mr. [redacted] found our offer of store credit inadequate. Since his order is now nearly six months old, we will no longer accept this return.

We are sorry our warehouse did not ship the order Mr. [redacted] placed on
12/19 fast enough to fulfill the Next Business Day shipping service for
which he paid. He contacted us on 12/20 to report the problem. Seeing
that he would receive his part in two business days, our representative
offered...

the difference in price between Next Business Day Express and 2
Business Day Express, which was $20.00. Mr. [redacted] declined our offer.
He asked that we refund the difference between Next Business Day Express
and Ground ($34.00), as he could have chosen Ground and received his
part in two business days based on the delivery estimate he saw on our
website when he first placed his order.
We both regret and apologize that our representatives did not accept Mr.
[redacted]'s counter-offer. We accept it now, and have refunded him an
additional $14.00 today (he was refunded $20.00 on 12/21/2017). We are
sorry for the inconveniences he experienced.

On 6/6, Mr. [redacted] went to our Order Status & Returns page to report that he received a damaged part. At the time, we had no more in stock, so we provided a prepaid FedEx return shipping label to return the part for a full refund. He 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.

Better Business...

Bureau:
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.]
 I willnot  accept their bad excuses for the way they have treated me and my time  I was promised to have the replacement parts by 1/13/18 and yet was delayed to 1/16/18. Only to receive the package on 1/16/18 and found it was missing a pair of brake pads as well. So yet again more of my time wasted as I took a day off work to bring the parts to the shop and also have had a rental car waiting for rock auto to fix their mistake again. So 2 times they messed up my order and all I am asking for is a refund of my shipping amount. I could ask for the week long car rental fee and the shop rate for my car sitting on a 2 post lift  Regards,
[redacted]

In
the return instructions the customer used to return these products,
we state:
“After
you've shipped the package, please enter the tracking number on our
Order Status page (http://www.rockauto.com/orderstatus/)...If
you are unable to enter the tracking number online, please contact...

us
with your tracking number for assistance.”
The
customer did not enter return tracking information online, nor did he
contact us about entering return tracking information, and when asked
for it he is unable to provide it. The return location never received
these parts back. Without valid tracking information, we have no idea
where these parts are (still with the customer, lost by the carrier,
sent to the wrong location, etc.). Since we can not refund for
something we never received back, no refund is due.

[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]

On 5/1, our warehouse reported that Mr. [redacted] returned 3 motor mounts without the manufacturer's packaging. As our Help page notes and as it is written on the return instructions Mr. [redacted] obtained from our website on 4/21, a returned part must be in its original, unmarked manufacturer's packaging...

for customers to receive credit (http://www.rockauto.com/help/?page=4#Returns). On 5/2, Mr. [redacted] contacted us to pay for the shipping label we used to return his 3 motor mounts. Mr. [redacted] admits he destroyed the manufacturer's packaging for the motor mounts he purchased; he may not return them again for a refund.

On 8/19, Mr. [redacted] ordered one set of front, Centric brand brake pads, part number 10311830, and two front, Centric brand brake rotors, part number [redacted]. On 10/22, he visited our Order Status and Returns page to request a warranty replacement of the pads, and one of the rotors. We authorized his...

request, and he received his replacements on 10/28.On 10/28, in the afternoon, he returned to our Order Status and Returns page to arrange a return for his replacements. He informed us that the description and fitment information listed for the brake pads did not match what he needed, a reversal of the information he provided when we authorized his first set of returns.  Because his order was placed more than 30 days ago at that time, we denied his return of the pads. By contrast, he told us the description and fitment information for the rotor did match his needs, and he generated a prepaid shipping label to process this return. He contacted us later that day to appeal our denial of his return request for the brake pads.We reviewed his order, and noted upon further review that the description and fitment details for the pads and rotors were identical, and that both listings required that the buyer's original calipers be "Bosch Front Caliper[s]." We asked Mr. [redacted] for pictures of his front calipers to visually confirm whether he'd satisfied this requirement. We received his photos on 12/10, and discovered that the calipers on his vehicle matched the design of Akebono brand calipers, not Bosch. This means that Mr. [redacted] ordered both the rotors and pads incorrectly, as neither product is designed for his vehicle.While Mr. [redacted]' first warranty claims did raise doubts, we took him at his word when he told us that the product description and fitment details for these parts matched what he needed. His photos confirm that this is not the case. Our representative denied his return, which is consistent with our thirty day return policy ([redacted]). The parts were ordered incorrectly, and we do not allow returns of incorrectly ordered parts more than thirty days from the purchase date.Although our intention was to disallow Mr. [redacted]' return, an unfortunate miscommunication resulted in our receiving his return. We contacted Mr. [redacted] on 1/4/18 to clarify the situation. He explained that, in fact, he returned both rotors and his set of brake pads. Given the circumstances, we have allowed his return as a one time exception to our 30 day return policy, and applied a standard five percent restocking fee to offset the cost of processing his late return. He has received a refund of the part costs, less the restocking fee mentioned above.

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 only response Rock Auto has ever provided to me about this throttle body is what they just said: the part is not rebuildable.  This was and is a working component with a bad throttle position sensor (not a separate sensor on this model) that caused the fuel mileage to be very poor.  Since I needed my vehicle I put the throttle body back in and it ran as before.  I fail to understand how this part cannot be rebuildable.  To make matters worse, Rock Auto didn't have a new throttle body for purchase.  I don't consider their response to be reasonable, correct, or acceptable.  I had to purchase the new throttle body from another company.  I don't wish to do business with Rock Auto any more and want my store credit refunded.  No other resolution is acceptable to me no matter how many times we go back and forth.
Regards,
[redacted]

As our Help
page explains, sometimes manufacturers buy parts from other
manufacturers and re-sell them as their own. In doing so, they
declare the quality of the part worthy of their name and stand behind
the product with their warranty. We have no control over manufacturer
supply chains. When...

we buy a part from Brand X, we pay X's price for
it, and the customer's price is based on our cost. If a customer
disagrees with a manufacturer's purchasing decision, they may return
the part. Shipping 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 same. The 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 clutch. We shipped what was ordered and in July,
outside our return window, he reported being unhappy that it was made
in China rather than in Germany. The 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 stamp. We 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
ordered. His 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 part. The customer is welcome to
return this for a refund of the part price. No shipping will be
refunded.

We are sorry Mr. [redacted] could not wait for a
free replacement or a full refund. RockAuto is staffed 7 days a week to
speak with customers who have already visited our Help and Order Status
& Returns pages but still need assistance. We will not refund Mr.
[redacted] the amount he paid to acquire the component he did not receive.

On 9/21, Mr. [redacted] arranged warranty replacements for stabilizer bar links he ordered in 2016 on our Order Status & Returns page. We gave him two replacement options:1. Place a new order for the same part number online, then return the defective part for a refund of the new order. Once you...

get the replacement part, you will set up a return in the NEW order so we can refund you for the replacement you bought.OR2. Send the defective part back now in exchange for a replacement. Once we have tracking information showing the defective part is on its way back to us, we'll ship the replacement part to the shipping address above. If you need the new part shipped to a different address, choose option 1.He chose option 2, meaning his replacement would be shipped to the address on his order, which is in Virginia.We processed his order for shipment on 9/23 at 9:38am. On 9/25, he contacted us to request that we change the address of his package. His package had already been palletized and loaded into a FedEx trailer two days prior. We told him we could not change the address, but that he could attempt to change the address using FedEx's Delivery Manager Service (which allows individuals to take ownership and pay for changes to shipments created on a 3rd party's account). We are sorry to hear FedEx was not able to help him.On 10/18, our warehouse notified us that Mr. [redacted]'s replacement parts were returned to them. We issued a refund for $22.04, which is what he paid for the stabilizer bar links initially ($11.02 each). We will not refund him the $6.68 he paid for a return shipping label as that is a cost he knew he would have to pay for warranty replacement or reimbursement anyway (which is also noted on our Warranties page: http://www.rockauto.com/docs/warranty).

On 1/29/2018, Mr. Krimm went to our Order Status & Returns page to report that the distributor cap he ordered 5/3/2016 failed under warranty. We authorized his return and provided instructions on how he could obtain a replacement. He chose to place a new order for the same part and, after...

receiving it, return the defective one for a full refund. We issued his refund on 2/13. As our Warranties page notes, warranty offers only replacement of the defective part: no reimbursement of shipping costs (http://www.rockauto.com/docs/warranty).It appears Mr. [redacted] falsley claimed his part failed to obtain a free replacement for a part that did not fail under warranty. We do not accept returns passed 30 days for any other reason than replacement under the manufacturer's warranty. We will not refund his shipping.