Natural Talent

This customer
ordered a clutch kit on 9/2/15 and chose next business day express
shipping. As promised we shipped the kit on 9/3 and it was delivered
on the next business day, 9/4. The customer paid for and received the
outbound shipping service she paid for.
The customer
reported a...

fitment difference (but never reported anything about it
being disassembled upon being received), so we provided a prepaid
return label to send the part back at no cost to the customer for
reshipment, thinking that there may have been a manufacturing error.
We had the warehouse check stock and found that all remaining stock
matched the measurements the customer reported receiving, so we
explained to the customer we'd need to inspect the return to try to
determine whether reshipment would be of any help prior to reshipping
it. Upon receipt of the returned product, it was carefully inspected
and found to be within specifications. This indicated the correct
product was shipped and that reshipping the same product would not
fix the customer's fitment difference.
Normally
we'd refund the customer for the returned item, but as evidenced by
the photos shared with the customer, the slave cylinder had been
disassembled prior to return. The springs were out and it had
clearly been taken apart. There was no damage to any of the packaging
to indicate damage by the carrier. As our Help
page explains, RockAuto will not accept returns of parts that have
been installed or modified.
We offered a $35 refund for any
salvageable parts or to ship the kit back to the customer at their
expense since the carrier needs payment for their service and
RockAuto was not responsible for the returned, disassembled part that
couldn't be resold. The customer chose to have it returned to her,
and as an additional courtesy we covered the outbound shipping back
to the customer.

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 matter remains unresolved and the response from ROCKAUTO unacceptable! It appears that RockAuto has no desire to resolve my complaint, though they have been provided with adequate information/documentation that clearly addresses why they are responsible for replacing the damaged part. They obviously want to make it known that they are an unethical business and doesn't care about Customer Service. They have continued to repeat what has already been stated and obviously want to brush this situation under the rug. They have not offered nor suggested any recourse to resolve this matter and apparently don't care to resolve it. This represents poor business manners and certainly is not a company I would promote or do business with in the future. Revdex.com, please advise what is the next legal recourse of action.To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards,
[redacted]

We are sorry to hear that this customer received the wrong part! He reported the problem on our Order Status & Returns page on  3/27. In his report, he noted that the product description and image matched what he needed, but was not what he received, suggesting he received the wrong part in...

the wrong box. We authorized his return and provided a prepaid return shipping label to return the part for a full refund.It is true, though, that the instructions we sent him said that he must return the part in the manufacturer's box to receive a refund. If he does not have the box, he may not return the part for a refund.We appreciate him mentioning that the original part number Mevotech assigns to the part he ordered seems to be for the wrong side. We will adjust our catalog to avoid confusion.

It appears that I should have inspected the wheel bearings within the 12 month warranty period in order to  receive the warranty, at 8171 miles I would not think this failure should NOT have occurred and I bet that it was bad prior to the time I inspected it.  It is very obvious to me that Rock Auto has no concern for customer service after the sale and I will simply not do any future business with them and will spread the word to all my friends who do their own repair work.

Rockauto will say we have successfully sold this part 10000 time with no issues they are to funny. Amazon says my part gets a 2 star review because they break. They break because they don't fit certain years.

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.] Firstly It takes them 27 days to reply knowing that my vehicle was still in the garage. I have already purchased the front strut locally and installed it in my vehicle. So in general the getting a replacement strut as per Rockauto is completely useless to me. I have absolutely no use of it.  I still have to replace the rear strut. As a compromise Rockauto can ship me the complete rear left strut of this part -  FCS 1333379L. I am not interested in any more Monroe products supplied by Rockauto. The balance amount ill take a store credit there are a few options im ready to work with- Either full refund as a store credit- Or ship this part FCS 1333379L and the balance ill take as a store creditIm not going to take anything less than that. At this point im at a very high level of frustration with Rockauto and ill not hesitate now to report them on the whole social media platform, reviews sites and whatever tools I have at my disposal
Regards,
[redacted]

This is probably the only way you make money is to rip off customers with bad parts.Horrible company, so I will continue to leave bad feedback about this until something is done.You shouldn't of sold me incorrect parts that about disabled my vehicle.Only a person with absolutely no compassion operates a business where you send out incorrect parts because of errors made on your software's part, and you try to blame it on a customer when your website was the error. When I receive a cash refund in full I will stop leaving bad feedback. Otherwise it is warranted for their rude-as administration. If your administration office acts like sorry worthless POS you can guarantee your company is too a POS company, worthless even. I use to pass on this company to others, even have their refrigerator magnet where others can see. Not anymore, not since this company decided to stop sticking it to their wives so that they could fk their customers by sending incorrect parts due to their websites interface of incorrectly matching a vehicles specifics to the specific parts. That's your company's fault that you made the mistake of hiring crappy programmers.  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]

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.]So instead of trying to figure out how to refund my money with PayPal which I supplied you instructions on of how to do so and so has PayPal you would rather just keep my money? That is fraud! However the good news is PayPal refunded me the funds from you which apparently you are unaware of so now I don't have to deal with you! You can deal with PayPal and be rest assured I will never buy from you again this was the worst experience I ever dealt with 2 months long! Also It shows how you handle things when it takes you weeks to respond!    
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.
RockAuto advertises the front rotors as Heavy Duty, Long Life Truck & Tow, the brake pads are advertised as premium. The front rotors did not last a long life and the premium brake pads made such as squealing noise my kids did not want to sit in the back seat. I would appreciate that Revdex.com attach my response as that RockAuto is falsely advertising its parts and have attached two printouts to show that the parts that they sell do not match what they advertise. The parts are not premium or long life.
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] Yup consumer gets [redacted]. Now I have to wait for the refund and don't have the parts I ordered.  And of course  the retailer gets away with screwing over the  customer.  How hard is it to get me the correct parts the first time.  How hard is it to ship the parts out express. It is there fault after all. How come they can't correct  their screw up.   They don't like my language  but they screwed up and wont fix it in a timely  manner.   But again they screwed up and I get screwed.   I ordered  parts I did not get my parts. They refused to ship the parts so I can get them when I need them.  This is not an acceptable solution. They screwed up and get away with it.  If you don't put a stop to it they will continue to screw over the consumer. I want the parts I ordered.

We are sorry that Mr. [redacted]'s Dorman part failed after a few months of use. As our Warranties page explains, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part:...

no cash refunds and no reimbursement of shipping costs or other expenses.  When he set up his warranty online on 6/13/16, we offered 2 options for his warranty replacement. Mr. [redacted] chose "I want to place a new order, then return the defective part for a refund of the new order." Though the manufacturer does not cover shipping in a warranty situation, RockAuto refunds the outbound shipping on the new order as a courtesy to our cus[redacted]ers. Return shipping is not included and further contact from RockAuto is unnecessary.

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]

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 company sent me the wrong part and it was broken when I received it. It should not matter the time frame. I want my money back for this purchase. Otherwise I will be filing a lawsuit for them sending  broken parts. 
Regards,
[redacted]

Mr. [redacted] set up his returns on our Order Status & Returns page and we provided return instructions. These instructions specified that three of the parts were to be returned to a location in California and the other part was to be returned to a location in New York. He could have returned...

the parts in two boxes. The location in New York received one caliper core. We checked with this warehouse and the warehouse in California, but neither received any additional returns from Mr. [redacted]'s orders. We are not sure why Mr. [redacted] indicates we told him to return the parts to a location in Pennsylvania, since he provided tracking information showing he shipped his return to New York. Additionally, we have no record that Mr. [redacted] contacted us about these returns. 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.

[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] [redacted]

We have nothing further to say to Ms. [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.]
[redacted]Regards,T [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, It was unfortunate that I had to talk to so many people at Rock Auto to take care of an otherwise simple issue, It wasn't until I contacted both the Revdex.com and the original manufacture of the product that enough heat and pressure was provided to force rock auto to do the right thing. What they should have done in the first place..I am very disappointed with my treatment by several of the rockauto sales and service representative that it will be hard to forget the bad feelings I was left with..I eventually ordered replacement parts from a competitor and the packaging and product support was so much better. Lessons need to be learned coorporate wide at rock auto to change the bad customer service that seems to be widespread at this organization. for their sack and future customers sack if they think they want to sustain a long term business...
[redacted]

Mr. L[redacted] ordered shock absorbers for a vehicle with rear-wheel drive, as specified in our online catalog. His vehicle has four-wheel-drive, so he ordered incorrectly. As our Help page explains (http://www.rockauto.com/help/?page=4#ARRRET), to receive credit, parts must be returned in their...

original unmarked manufacturer's packaging and may not be refundable if the original box is defaced. Mr. L[redacted] cut the part number and UPC out of the part boxes, so we will not accept a return for his order.

On 3/24, Mr. [redacted] used our Order Status & Returns page to report
that he ordered the wrong part. We authorized his return. He chose to
receive store credit for his return. Minutes later, Mr. [redacted] called
us saying he was unable to get to our website or use it to obtain return
...

authorization. Our representative told Mr. [redacted] that he had already
completed the process of setting up his return online and that he just
needed to send the part back. We have not heard from him since, nor has
he returned his part.
Mr. [redacted]'s return is authorized until 4/21. He can obtain return
instructions from our Order Status & Returns page and, if he wishes,
generate a return shipping label (the cost of which will be deducted
from his refund, as our Help page notes:
http://www.rockauto.com/help/?page=4#RESPSHIP). Mr. [redacted] may choose a
refund to his original payment method instead of a store credit on our
Order Status & Returns page as well (provided he does so no later
than 4/21).