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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
My original letter of complaint was very detailed and specific to time frame for refund of purchase. That's not the complaint nor issue. The issue is the warranty of the part which according to DENSO, has a 12 month guarantee from defect or return for replacement or refund. I have looked at several other auto part stores (ie..Advanced Auto, O'Reilly's and Auto Zone). All of these stores specifically have posted on their website-1 year warranty regarding the Oxygen Sensor. These are authorized dealers who stand by their word/product. RockAuto should not be an exception. They need to honor the warranty per DENSO Manufacturer.  It is totally unethical for them not to do so.  
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]

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.Of course they have that in small print to cover their backside.  I still contend that the customer has first right of refusal for guaranteed services not preformed and that is what I did, refused the LATE shipment.  Again, it is not my concern as to their further inefficiencies and flaws in service or their agreements with their shipper on refusals of shipments that do not arrive as promised.  They caused me additional time and money to get my job completed and in the process caused me undo stress to get my task accomplished. In the heat of the moment I did not want any further dealings with this company and refused the shipment and expect full refund of guaranteed services.  
Regards,
[redacted]

We are sorry that Ms. [redacted] was unsatisfied with the Catalytic Converter she purchased in November 2015. All returns for catalytic converters are subject to inspection by the manufacturer before a warranty determination can be made. Converters have no moving parts and rarely fail due to a defect....

Typically, a failure is due to another problem with the vehicle causing the fuel to burn too rich, which breaks down the catalytic converter and doesn’t allow it to function properly. Since Ms. [redacted] experienced the same problem before and after she installed the new part, it is likely that something else her car is causing converters to fail.Our Warranties page explains that, 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 (http://www.rockauto.com/docs/warranty.php). Ms. [redacted] was offered two options for her warranty claim: 1) Place a new order for the same part number online, then return the defective part for a refund of that new order OR 2) Send the defective part back now in exchange for a replacement. Ms. [redacted] selected option 1. If she would prefer to send her converter in first, wait for the inspection, and then receive the replacement part, we can send return instructions for her to do so.

We are sorry that Mr. [redacted] is experiencing trouble with the ignition coils he purchased for his vehicle. Ultra-Power part #[redacted] is listed for a 2005 GMC Sierra 1500 with a 5.3L V8 and an engine VIN “T” and is a “square coil” type. We have an excellent order history on this part, with several other...

customers installing these on the same vehicle without problems. We agree that it is odd for 8 to fail at once, but a code does not equate to a failed coil. There could be other problems in the electrical system that have arisen since June that would cause the coils to stop performing properly.Our Warranties page explains that, 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 labor costs, shipping costs or other expenses. If Mr. [redacted] believes all 8 are bad then we can assist with replacement parts, but no refund is available.

Our Warranties page explains that, like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product (http://www.rockauto.com/docs/warranty.php). As shown on this page and the Info page for the...

purchased part (http://www.rockauto.com/en/moreinfo.php?pk=3926463&cc=1105704) manufacturer warranties for A/C compressors require proof of purchase of an Orifice Tube, Drier, and A/C System Flush to prevent premature failure of the compressor. Mr. [redacted] purchased the orifice tube and drier from RockAuto, but he is not willing to provide proof of purchase for the flush, so the manufacturer's warranty does not apply.If Mr. [redacted] provides us with a proof of purchase for the flush, we will provide warranty replacement options.

We have nothing further to say to Mr. [redacted].

On 2/24, Mr. [redacted] went to our Order Status & Returns page to report that 2 of the 4 parts he ordered did not fit.One of the parts was a Cabin Air Filter for a Lexus IS250. We asked if the description of the part (including the fitment notes and picture) matched what he needed. He replied "Yes"....

We also asked if the description (and photo) matched what he needed. He replied "Yes". His responses suggested that he received the part we advertised, and that the advertised part is what he needed. Unsure of why he still thought the part didn't fit, we offered a partial refund of $2.45 without having to return the part, which he accepted. We issued that refund on 2/26.He also reported that the Engine Air Filter he ordered for the same vehicle did not fit. We asked if the description of the part (including the fitment notes and picture) matched what he needed. He replied saying he was "Not sure." We also asked if the description (and photo) matched what he needed. He replied "Yes". His response suggested that he ordered the wrong part (if he was not sure if the product we advertised was what he needed, but is what he received, it is likely that he needed a different part). We authorized his return and provided return instructions to return the part for a refund. He did not return the part.Mr. [redacted] reported no other problems with his order. Since our 30 day return policy has expired, he may no longer return any of the parts he ordered, unless any of them need to be replaced under the manufacturer's warranty (which he can arrange on our Order Status & Returns page)

Revdex.com:
Tyler [redacted] has transferred to another office and no longer has access to these communications.  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 statement from Rock Auto is false and invalid on its face.  It took me nearly 45 days to get rock auto to get to this point.  They deliberately dragged the process passed the time frame so they could deny it.  I called in numerous times to effect the return.  Their website was vague and misleading and required you to call them either way.  When  you call them they give you the run around.  I have spent several thousand dollars with their company in a very short time and they simply brushed it off and drug it out past the time frame so they wouldn't have to return it.  They spent weeks discussing the restocking fees and such so that it took me past the deadline for returning and now they dont want to return something so simple.  Not even for a store credit.   I assure you I will notify every consumer and agency I can on every form of social media and blog I have amongst our vast resources.  Not to mention purchase from Summit or CarID or any of the multiple vendors for our entire fleet.  All 15 Vehicles.
Regards,[redacted] President

We have nothing further to say to Mr. [redacted].

We are very sorry that Ms. [redacted] did not receive 4 of the parts she ordered and that the problem was not remedied when she first contacted us in March. We have confirmed that our warehouse did not ship her parts. We also contacted Ms. [redacted], who confirmed she still wants the parts to be shipped...

to her. Unfortunately, we no longer carry one of the parts she needed, which we refunded. We shipped the other parts that we did have that she still needed.

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.]All the parts sent to me where wrong because there website gave out incorrect data. I returned all the parts and expect a full refund at no cost to me since this was not my mistake. The reason I sent all the parts to one warehouse is because I should not have to pay 3 times the amount for return shipping so they can keep parts in different location's. If they wanted the parts shipped to different warehouses they should have sent a pre paid label as requested. When they did not I sent them all to one warehouse.
Regards,
[redacted]

We are sorry Mr. [redacted] was dissatisfied with his coil springs. The photos he provided, and the inspection by the warehouse, all confirm that the springs were new and have only slight imperfections in the paint. 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. We apologize for an error on our end that caused a delay on his refund, but we issued his refund for the purchase cost of the coil springs, less the return shipping, on 4/7/16

Mr. [redacted] purchased this fuel pump April 20, 2015 and reported a failure on August 18, 2015. Our website explains that, like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product. Warranties...

offer only replacement of the defective part with another part: no cash refunds or other expenses (http://www.rockauto.com/docs/warranty.php). We provided him with instructions on how to return the part to receive a replacement, multiple times. He chose to disregard these instructions and mailed the part to our corporate office, which does not have the staff or facilities to process parts returns. This package was refused and returned to him. Mr. [redacted] is not eligible for a refund from RockAuto, but we can assist him with a warranty replacement, if he follows the return instructions we have provided.

The issue I'm having now with ROCK AUTO is getting a full refund from there company. There claiming the motor that was to them is a warranty core motor. Yet the company whos there supplier said it was a return motor an offered too send it back...

too me. I was told by my bank too refuse the return. Since there supplier paid for the return shipping of the motor since it was found defective by a Kia dealer. The charge for a core is 410.00. So far our of that 410.00 I have received 282.50. There claiming since it is or was a warranty core they don't have too return the shipping an handling. Yet I no my mech has seen any warranty papers from ROCK AUTO since they claim they don't issue warranty's. If this motor is what they claim as a warranty core why would there supplier offer too return it too me claiming there was nothing wrong with it. I don't believe a company would send  a core in replacement to someone who purchased  a motor. The claim that's left is 127.50 to complete this issue with ROCK AUTO. Attached is a copy of the email I received from ROCK AUTO concerning this issue. Thank You

When I ordered the parts from Rock auto nowhere on ordering page was there anything that said I had 30 days not until I realize they did not fit I had to get back online to search this site to find out how to return them that is win I found out on the help page that they do not accept returns after 30 days if I had known that prior to ordering them I would not have ordered them because I knew I may or may not get them done as fast as I would like so I called them and told them I did not see nor did I bother to look on the help page because I didn't realize that it was the wrong ones. I have ordered a lot of parts from a lot of places I am never had a place to put a time limitOn when you could return them and to hide it on a help page is ridiculous there shipment full disclosure upon ordering

Mrs. [redacted] rejected our response, but we have already explained that we will not accept her return. Mrs. [redacted] reported the problem with the wiper motor and we provided return instructions with a prepaid shipping label. We issued a full refund on 12/22. As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), because the turn signal switch was installed and simply not needed, we will not accept a return for this part.We have nothing more to add to the issue so please remove this from the queue. Thank you, [redacted] Customer Relations

On 2/12, Mr. [redacted] went to our Order Status & Returns page to report that the Wheel Bearing & Hub Assembly he ordered did not fit. We reviewed his claim and offered to have him return the part for a refund at his expense or provide more information to help us determine the problem...

(including his VIN and images showing the difference between the part he received and his original).  He chose to return the part at his expense. We issued his refund on 3/16.We offer Mr. [redacted] no other refunds.

This complaint is for order number two as you can tell by the date. Rock Auto is lying and their policy is if you get defected parts they will refund the original shipping cost. If Revdex.com or anyone else goes to their website and put the pump in their shopping cart for the [redacted] zip code you will see the shipping cost charged for that pump. After that you put the pump filter/strainer in the cart and you will see that the shipping DOES NOT GO HIGHTER their fore the proper refund for shipping is the amount paid by me in full. Also as stated how can Rock Auto honestly say that the near 1 pound item cost 1.27 to ship and the 30z. item cost 4.98. Rock Auto is obviously shipping junk parts and in return flipping the coin and gamble the customer will keep the garbage instead of them playing games like this. If I did not have pictures and emailed them to Rock Auto they probably would say the parts were not defected and beat me for shipping both ways. I don't care if Rock Auto wants to claim the filter/screens were not defected and I should eat this bogus FALSE shipping charge. Rock Auto needs to Stand up to the plate and admit that because they sent me 3 faulty pumps in two brands that they themselves created the fact the screen/filters were made useless to me. After being jerked for these 3 DEFECTED ROCK AUTO WANTS ME TO COVER THEIR COST.  How many other people does Rock Auto screw on returns saying they are fine or send out pre-sold ,returned, faulty parts like they sent me?

On 5/1, Ms. [redacted] placed an order for parts. We shipped her order to the address she noted on her order form. On 5/6, she notified us that she provided the wrong address when she placed her order. We advised she contact the carrier to see if they could change the delivery address. On 5/11, she...

contacted us saying she still did not have her parts despite tracking showing they were delivered. We started a trace with the carrier. The carrier was unable to locate the parts. On 5/15, she contacted us asking for an update. We explained that we did not know where her parts were and that we could not provide a refund because we shipped her parts to the address she gave us initially, which is not a valid address.On 7/28, Ms [redacted] contacted us saying her parts had been located and returned to us. Using the tracking number she gave us, we confirmed with the carrier that the parts were delivered to an address which does not exist in Maryland, not our warehouse in Texas. We cannot refund Ms. [redacted] for parts we shipped to the address she gave us and are still missing.