Natural Talent

We are sorry for all the trouble with Mr. [redacted]’s order. He placed his order on Sunday evening and chose Next Business Day Express for arrival on Tuesday, which cost $38.15. Our warehouse did not ship the parts on time Monday, so he did not receive his initial shipment until Wednesday. Due to this...

1-day delay, we refunded $11.58 to his MasterCard (ending in –3855) on 3/9/16. Mr. [redacted] called us when he received the shipment to report missing parts. We apologized and set those parts to re-ship Wednesday for arrival on Thursday. Two of the three parts were again delayed, due to a combination of warehouse and FedEx error. I am sorry that no one contacted Mr. [redacted] proactively about the second set of delays, but we were not aware of them until he let us know. In total, Mr. [redacted] was delayed 4 business days from his original promised delivery date. We agree a full refund of shipping is appropriate and we refunded the remainder of his shipping charge $26.57, to his MasterCard (ending in –3855) on 4/6/16.

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.

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 has not resolved this issue to my satisfaction and continues to falsely advertise the parts they sell.  Due to the number of similar complaints from other customers, I do not feel that they will take responsibility for errors in their advertising.  My decision to support local business goes only so far as to support those standing behind their advertising.
Regards,
[redacted]

We are sorry that Mr. [redacted] did not receive his packages but we are not responsible for missing parcels if the customer requests shipment to an incorrect address.

We are very sorry for sending out a used ignition coil. Mr. [redacted] set up a “Didn’t Fit” return using our Order Status & Returns page and selected to “Get A Return Shipping Label” from us. We are not sure why he did not use the pre-paid return label we provided. His return was updated to...

“Defective” following his Revdex.com complaint specifying the part was used. Since Mr. [redacted] also purchased (4) spark plugs and kept them, we cannot refund all of the shipping charges associated with this order, but we refunded $34.17 (Part: $26.79 + Original Shipping: $5.72 + Tax: $1.66), on 4/15/16.

We are sorry if our representative was less than professional. As our Help page explains (http://www.rockauto.com/help/?page=2#COUNTYORIGIN), manufacturers may produce their parts in several countries and often our inventory includes the same part with the same part number, from two or more...

countries. We cannot know which part a customer will receive, so we cannot list the country of origin in our catalog. Manufacturers warrant that parts will fit and function the same, regardless of country of manufacture. Additionally, 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 (http://www.rockauto.com/help/?page=4#WRONGPRT). We provided Mr. Grozdanovic with return instructions and issued a refund on 1/19. Because the difference between the parts was cosmetic and would not affect the fit or function, shipping charges are not refundable (http://www.rockauto.com/help/?page=4#Returns).

We are sorry for Mr. H[redacted]'s frustration. Our Help page (http://www.rockauto.com/help/?page=1) explains how to find and choose parts, as well as how to place an order. For help with existing orders, our Order Status & Returns page (http://www.rockauto.com/orderstatus) can provide immediate...

solutions 24/7, without the need for multiple emails or waiting on hold. All of the information we have is shown in our online catalog and self-service helps keep our prices low for everyone! We do also list our contact information in the "About Us" section of our Help page (http://www.rockauto.com/help/?page=6) if a customer's question is not answered online.Mr. H[redacted] does not have any orders with RockAuto. We have called him several times and provided our phone number and email address in our voice mails, but we have not received a response.

On 1/19, Mr. Meyer went to our Order Status & Returns page to report that the brake backing plates he ordered did not fit. In his report, he noted that he installed the parts and modified them to make them fit. As our Help page notes, "If a part doesn't fit, don't try to 'make it fit' and risk...

damaging the part, your car, or yourself! RockAuto is not responsible for any costs exceeding the cost of the part, and we will not accept returns of parts that have been installed or modified." We declined his request to return the parts because he installed and modified them.We did not "dra[g] out a solution over email." Mr. Meyer emailed us on 1/20 (a Saturday) to dispute the resolution we gave him online. We responded to his inquiry the following business day and we responded to his subsequent inquiries within minutes of him sending them. We are sorry Mr. Meyer chose to install and modify his part before notifying us that it did not fit his vehicle. He may not return the part for a refund.

Mr. [redacted] bought brake rotors, and later returned them. The warehouse that received the return found the rotors been installed, and finish of these rotors was chipped off. We mention in our return policy that we can't accept returns of parts that have been installed, and we let him know that we...

wouldn't be able to refund. He charged us back - which left us with rotors which we cannot resell, and without payment from him. If he would like do business with us again, we're happy to sell him more parts. But we think it is reasonable to first ask him to repay the amount that we lost due to his actions the last time we did  business with him.

On 7/22/16, Mrs. [redacted] ordered a Cardone Select brand water pump,
part number 5W6002. This part carries a limited lifetime warranty. As
our warranties page explains, manufacturer warranties cover replacement
of the defective part with a functional unit of the same brand and part
number....

No refunds.
On 12/20/17, Ms. [redacted] informed us that this water pump had failed.
To proceed with a warranty replacement, we suggested that she order a
new part of the same brand name and part number, in order to return the
defective unit for a refund of the replacement's cost.
On 12/22/17, Ms. [redacted] ordered her warranty replacement, and we
authorized her return of the defective part the same day. We received
her warranty return on 1/2/18, and issued her refund on 1/4. Ms.
[redacted]'s warranty claim is complete. We offer no further
compensation.

We are sorry if our representative was less than professional. Mr. [redacted] ordered Monday evening, 2/13, and chose a combination of Next Business Day Express and Truck Freight shipping. We do not offer an express method for truck freight shipments. Mr. [redacted] shopping cart showed "Truck Freight (1 to 6...

business days)". Our warehouse reported not having one of the parts Tuesday 2/14. We contacted the customer the same day, and he canceled the out of stock part on our website later that evening. We shipped the rest of his order Wednesday 2/15 and he received it in 4 business days on Tuesday 2/21.We are not sure why Mr. and Mrs. [redacted] thought the order would arrive sooner, since we showed "You should receive by Tuesday, February 21, 2017" in his shopping cart and "You should receive by Wednesday, February 22, 2017" in his shipment confirmation.

On 8/26/2017, Mr. [redacted] contacted us to report that he did not receive the parts he ordered. According to FedEx tracking, his parts were delivered to the address he specified on his online order form:[redacted]
[redacted]
He informed us that his address was [redacted], which...

explains why he did not get the parts he ordered. He asked us to contact FedEx to request that they issue a call tag to retrieve his parts and deliver them. We declined his request because FedEx had already rendered the service for which they were paid (a call tag is a separate service which also requires payment). We told Mr. [redacted] that he was free to work with FedEx to arrange his own call tag or attempt to retrieve the package himself. He eventually requested to speak with a supervisor. Our supervisor offered to start a trace with FedEx to see what, if anything, could be done about his package. Mr. [redacted] then filed a dispute with his credit card company, requesting that his initial order charge be reversed. Despite FedEx confirming that they delivered the parts he ordered to the address he specified, his credit card company decided in his favor, forcing us to return the $122.49 he paid.Until Mr. [redacted] pays us $122.49 for the parts we shipped him, we will not be his auto parts retailer, which includes facilitating replacements for parts which failed under a manufacturer's warranty.

On 11/26, Ms. [redacted] visited our Order Status and Returns page to report that the alternator she ordered did not fit. Her report confirmed that the part number she ordered was printed on the part box that she received, and on the alternator itself. We asked if the description and fitment...

information that we list for this product matched what she needed. She replied that she was "Not Sure." Since it was not yet clear why the part would not fit, and she stated that it was not installed, we offered two alternatives: 1) Provide more information about how the part was wrong. 2) Return the part at her expense. She chose the 2nd option.On 12/4, our warehouse informed us that upon inspecting this return, the unit showed tool marks, and was heavily soiled. As our Help page cautions, if a part doesn't fit, customers should not attempt to "make it fit" and risk damaging the part, their vehicle, or themselves (http://www.rockauto.com/help/?page=4#Returns). This Help page also explains that we will not accept returns of parts that have been installed or modified. We will not issue a refund for this part.

It's true Trico does not currently
sell a conventional wiper blade for 2013 Explorer's. The parts Mr.
[redacted] ordered are discontinued parts, which is one reason he was
able to purchase them for $1.93 a piece on wholesaler closeout.
Trico's current "Exact Fit" blade
for the left hand side of Mr. [redacted]'s Explorer is noted as being 26". We
agree that it is incorrect to list two "Exact Fit" parts which vary in
length (the Exact Fit part he received is advertised as 24").
Consequently, we will refund Mr. [redacted] the amount he paid for the blades
we incorrectly advertised on our website, which was $3.86. He need not
return them.

RockAuto does not decide which reviews CustomerLobby posts, nor how Customer Lobby chooses to display them.

On 11/29 at 9:37pm CST, Mr. [redacted] placed an order for 4 auto parts for his Dodge pickup. Our website cannot change addresses customers select. He paid using PayPal Express, a service which allows users to complete and pay for online purchases using information stored in their PayPal accounts. We...

suspect Mr. [redacted] did not know that using PayPal Express could over-write the shipping information he entered on our website with whatever shipping information is stored in his PayPal account.At 9:41pm CST (the night of 11/29), he went to our Order Status & Returns page to request that his shipping address be changed, which we confirmed. The new address resulted in his shipping total to go from $12.98 to $10.98. We did not request that he submit additional payment; no additional payment was due. We did, however, receive an additional payment from PayPal in the amount of $88.69. We refunded Mr. [redacted]'s PayPal account that amount on 12/1 at 10:28pm CST.At 10:31pm CST (the night of 11/29), he returned to our Order Status & Returns page to request that 2 of the 4 parts he ordered be canceled. We confirmed cancellation of 1 of the parts at 6:24am CST the following morning. We confirmed cancellation of the 2nd part ~3.5hrs later at 10:05am CST. We refunded his PayPal account the amount he paid for both parts and the cost to have them shipped ($16.11) on 12/1 at 10:28pm CST.On 12/4, he returned to our Order Status & Returns page to arrange returns for the 2 parts he received. We authorized his return and provided return instructions (valid until 1/4). He also arranged returns for those same parts on another order he placed shortly after the one to which this response refers. He returned the parts from that order and we issued his refund on 12/22.We have refunded Mr. [redacted] for all payments that he submitted that we didn't use, all parts that were canceled from his order, and all parts he returned. We owe him no other refunds."

On 2/11, Mr. [redacted] went to our Order Status & Returns page to report that one of the two rotors he ordered was mis-boxed. We authorized his return and provided return instructions and a prepaid FedEx return shipping label. We shipped a free replacement on 2/13.On 2/16, he returned to...

our Order Status & Returns page to report that his replacement was wrong as well. Suspicious that a larger problem with our supplier's inventory exists, we offered to have him return the part for a refund. He then reported that the other rotor he initially received was mis-boxed as well. We authorized both returns and provided return instructions. However, given the unusual circumstances of the problems he reported (waiting to report a problem with a part until after we sent a replacement for another part he ordered), we did not offer to pay his return shipping.We apologize that Mr. [redacted] received two mis-boxed parts. We do not think that sending him more of the same part will solve his problem right now. He may return to our Order Status & Returns page to obtain return instructions and a prepaid FedEx return shipping label to return both parts he ordered at our expense. We will provide a full refund (part and shipping) for the part that was mis-boxed. We will refund just the amount he paid for the part for the one which was sent correctly.

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.]"The customer's vehicle has a G80 Limited Slip differential carrier, which this kit was not listed for." This is a complete fabrication. Nowhere in the fitment catalog does it read will not fit G80. It makes no mention of G80, and the only reason you are now mentioning G80 is because I apprised you of it. G80 is simply a production or RPO code. The fitment page listed limited slip and did not specify that it was for a aftermarket only as part number USA14008 clearly does. I have attached  a copy of the fitment page, and it's pretty obvious to see that any person that owned a 1980 Camaro with a limited slip would have ordered that part. There are four selections and only two mention limited slip. One clearly states for aftermarket and the other does not. HD or heavy duty is a generic term and anybody who sells auto parts should understand that. If a buy a HD 2.5 inch muffler clamp or a standard duty muffler clamp what does that mean? It simply means one may be thicker than the other but they'll both fit the muffler. I can go on and on about HD. A HD battery might be warrantied for 7 years while the standard duty may be warrantied for three years, but they'll both fit and start the car just fine. 
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.
Yes I would like to reopen.  Rock Auto basically reiterated their 30 day return policy.  Which is not fair in my view because I ordered the correct part number.  [redacted] auto shipped me the wrong item in my box
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.  Anyone can pull that up which it states ground shipping but when you actually place the order it says ground 2 day shipping which it did.  But again this website is not user friendly and can not pull up the order for when I placed it like anywhere else you can.  I placed a dummy order and it shows ground 2 day shipping and when I got the confirmation from fedex every time t said 2 day till the snow hit then that's why we had the problem.  Again this so called company should have a customer service line to speak with customers and they don't.  I will never ever do business with them again.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

On 2/23, Mr. [redacted] ordered 4 rear rotors for his Mustang. On 5/13, he went to our Order Status & Returns page to request a return. Since he was passed our 30 day return period, he did not see an option to return the parts for a refund. He requested replacements for the parts under warranty. Our...

system authorized his return in good faith that the customer was reporting a performance problem with his parts and provided return instructions to return the parts for replacements. He purchased a FedEx return shipping label from us, which he did not use. We have voided that label and we will refund the $6.27 he paid. We did not offer boxes to return parts.Based on Mr. [redacted]' explanation of his problem, he has no parts which need to be replaced under warranty. He is no longer authorized to return his parts for replacement. And since he failed to request authorization to return the 2 rotors he ordered incorrectly within 30 days of the initial purchase, he may not return them for a refund (http://www.rockauto.com/help/?page=4#Returns).