Natural Talent

On 8/11/2017, Mr. [redacted] went to our Order Status & Returns page to
report that the struts he ordered 2/2/2016 failed under warranty. We no
longer carry the struts he ordered, so we offered a refund or store
credit once he returned the parts. He chose store credit. As our
Warranties...

explains, warranties do not offer reimbursement of shipping
costs (http://www.rockauto.com/docs/warranty). We did, however, offer to refund his original cost of shipping.
He has yet to return the parts.

We are sorry that Mr. [redacted] had trouble with the carburetor he purchased in December 2015. We shipped a replacement part in February as requested. Mr. [redacted] contacted us again in April saying the second unit had also failed. Autoline made an exception to their 90-day warranty to replace the unit a...

3rd time. We understand Mr. [redacted]’s concern about loose screws on the new unit, but the manufacturer, after reviewing the photos Mr. [redacted] provided, has stated this is not a warranty condition and the part will be fine once those screws are tightened. 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 (http://www.rockauto.com/docs/warranty.php).

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.
My view is that if whomever is packaging the product and misses an idea or if the shipping carrier miss handles the package why is the customer at fault? When a photo was requested of a damaged product or package it was always provided. When I spoke with a manager I offered to have packages delivered to a shipping store so if there is damage or missing items a third party will observe this. I was advised this would be ok and would work. After placing this order I was once again turned away and told I could not speak with anyone at rockauto. I now am unable to obtain the parts I need to fix my vehicle. I work for the Government and never in my life was I trained to treat customers this way.[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 that the [redacted] instrument cluster Mr. [redacted] ordered on 1/21/2017 failed. Because [redacted] engages in price fixing practices that prevent family-owned businesses like us from charging honest prices, we no longer sell many of their parts, including the instrument cluster Mr. [redacted] ordered....

He is authorized to return his part for a refund. We sell instrument clusters made by other manufacturers, which he may certainly purchase.

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.
I'm done with Rock Auto and will not do any further business with them.  I'm a manager with a [redacted] in **.  Customer Service is a must in my business and Rock Auto doesn't understand this.  Like I said, I'm not wasting any more time with this or Rock Auto!
Regards,
[redacted]

The
suite number is not included as it is not necessary for physical mail
to reach us.
The
customer ordered Wholesaler Closeout, Private Label wipers. Our Help
page explains "Private Label Pkg" means the part may be in
different packaging. The features should be the same but the...

warranty
(and the quality) may be different than for parts the manufacturer
sells under its own brand. Our Help
page also explains that sometimes manufacturers buy parts from other
manufacturers and re-sell them as their own. We have no control over
manufacturer supply chains. In 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 awhile. Open
packaging may indicate the parts were previously opened, but does not
indicate they were installed (and thus “used”) parts. Like other
online retailers, RockAuto allows returns and inspects all returns.
The
customer purchased winter wiper blades. Winter blades have a stiffer
design, so while resting they don't follow the curvature of the
windshield. They 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
elements. However, once they are turned on the blades move into
position almost immediately, and will successfully wipe clean the
entire windshield. This 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 normal for
wholesaler closeout parts that we think meeting the customer's
request for a full refund on the order is appropriate. We 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 total. Since 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.

Ms. [redacted] decided to return these shock absorbers as unwanted parts. She elected to purchase an optional return label from our Order Status & Returns page, and approved a cost of $9.01 to be deducted from her refund for the return shipping. 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. Ms. [redacted] has been refunded $282.57 (Credit itemization: Part: $145.79 + Part: $145.79 - Return Shipping Deduction: $9.01) for the cost of her returned parts, but no shipping refund is due because the return was not due to our mistake.

We are sorry that Mr. [redacted]'s tie rods have failed. 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. We offered 2 options to receive the replacement parts under warranty: Mr. [redacted] may return the defective parts so we can ship replacements on the same order OR he can place a new order and be reimbursed for the part cost and outbound shipping upon return of the faulty parts.

On 10/26, Mr. [redacted] went to our Order Status & Returns page to report that the side window vents he ordered were defective. In his report, we asked if the description, fitment details, and photo matched what he needed for his vehicle. He answered 'No', meaning he ordered the wrong parts. As our...

Warranties page explains, warranties apply only to the vehicle for which it was listed in our catalog and on which the part was originally installed. We denied his request given that he installed his parts on a vehicle they are not meant to fit.Later that day, he contacted us to dispute the resolution he was given online. We asked that he supply more information to determine his problem, including his Vehicle Identification Number (VIN). On 11/6, he replied with his VIN, which confirmed that he owns 2014 Jeep Wrangler Unlimited Sahara, which the parts he ordered are intended to fit. We are not sure why he said otherwise in his online report. One of our representatives called Mr. [redacted] to explain that we could offer replacements under warranty or, as a concession, a refund in the form of store credit. He denied our offers.

[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,
Michael [redacted]

We have nothing further to say to Mr.

[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.  04/21/2017 rockauto issued a refund magically..  thank you.
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.]
Your website does not clearly state that multiple parts are available for this vehicle and that I should consider reviewing all the options before purchasing. You sell to a general audience. I never knew that a car could have two different size parts for the same vehicle year and model.Your website is not very clear to a novice user. You need to change how your shopping cart functions and place CLEAR warnings on parts that have multiple sizes. You failed to do this for my purchase.
Regards,
[redacted]

We are sorry that Mr. [redacted] is not satisifed with the Power Stop brake rotor & brake pad kit he received. He contacted us on 7/9/16, stating that the rear rotors are incorrect. The manufacturer confirmed that the rotors he received are correct for his vehicle. 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 and RockAuto is not responsible for any costs exceeding the cost of the part.

We list parts for the vehicles that manufacturers say they will fit. We do not know why the alternator Ms. [redacted] ordered will not fit her vehicle. However, as our Help page explains, we do not accept returns of parts that have been installed (http://www.rockauto.com/help/?page=4#Returns). We offer no refund.

This customer presents no new information in her rejection. We already issued a full refund, so there is nothing more that we can offer. We are sorry for our mistake on Mrs. W[redacted]'s order. She reported the problem online using our Order Status & Returns page and we provided return instructions with a pre-paid shipping label. She bought a replacement locally, so we issued a full refund on 11/3.Please remove this from the queue.Thank you, Madeline Customer Relations

RockAuto is a retailer, not a manufacturer. We have no facilities to test parts. If the part is defective, we are happy to replace the part under the manufacturer’s warranty or provide a refund for a defective part within 30 days. Mr. Ware can use our Order Status & Returns page to report the...

failure and receive return instructions. If the radiator is not defective, we will not accept a return on a part that has been installed and modified, as our Help page explains.

We are sorry that Mr. [redacted] received differential bearings and seals that did not fit his vehicle. He reported the problem online using our Order Status & Returns page and when we asked him if the description and fitment details for the part match what he needs for his vehicle, he answered that...

he was "not sure" so we believe he may have ordered incorrectly. We provided return instructions and issued his refunds on 1/17 and 1/21, but as our Help page explains ([redacted] ), shipping charges are not refundable unless the return is due to our mistake.

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.I am sorry FedEx charged the vendor extra for their guaranteed service.  I paid extra for a service that was not performed on time and caused me additional time and money to perform the job I needed to get done on time. RockAuto and FedEx failed on their obligation of on time guaranteed delivery and what ever their agreement on returns is not my concern as the customer.  I have first right of refusal and should not be burdened more by their inefficiencies and flaws and should be given a full refund of parts and shipping.  They are going to have to work out their further / additional flaws amongst themselves.
Regards,
[redacted]

I downloaded,all the instructions and forms,that were required for a return. There was no options,to check stating the items were not what was advertised and would not fit. I placed all info on outside of cartoon and inserted the ones required. I paid,all return shipping costs to and fro.there is nothing else I can do to improve the shipping issue. Why does Rock Auto,or myself think if I try return again,that it would somehow meracuoisly make it through this time,when everything was packaged and labeled the way their instruments for return item was followed. I now have $187.79 + $49.19 (shipping to Canada)+ $31.50(return to me,shipping) thank you,C.S.[redacted]