Natural Talent

On 3/25, Ms. [redacted] went to our Order Status & Returns page to report that the grille she ordered did not fit. We authorized her return and provided return instructions. Those instructions said "[p]ack the items carefully to avoid damage in transit. Returns will not be accepted if the part, or...

the manufacturer's box, is missing or damaged while in transit to our warehouse."On 3/29, our warehouse contacted us to report that the part they received had several scratches on it and declined her return. The scratches are noted in the attached images. The box in which the part was shipped was in good condition, therefore the damage was not a result of poor handling. We offered to return the part at her expense. Having not received a response for two weeks, we told our warehouse to dispose of the part.We are sorry that Ms. [redacted]'s part was damaged on its way back to our warehouse. As our return instructions told her, she was responsible for ensuring the product would be returned in the condition in which it was received. Since it was not, we will not refund her purchase.

On 11/15, Mr. [redacted] ordered a Gates Belt Tensioner. The image shows that two small "elbow" pipes should be included with the tensioner. We aren't sure why the one he received did not have the elbow pipes, as stated in the online return he created on 11/21. We provided him return instructions and a...

prepaid return shipping label to return the part he received for a free replacement (so he could get the part we advertise). We have not heard from him since.Mr. [redacted]'s return authorization to return the part he received to have the correct one shipped has since expired. We emailed him a new authorization and prepaid label, both of which are valid until 1/9/2018.

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 had provided all the information stating why I had to return the product. The mechanic did not install the rims due to safety reasons. This is not a small mechanic store. It is a wholesale chain store. The mechanic told me that they have seen wheels coming out when there is a small gap. When I asked the question to Rock Auto as to who is responsible in case if the wheel comes out, they were quick to point out  "It is the mechanics fault". So how can I expect him to install something which is not safe. The mechanic told me "If Rock Auto was ready to take the liability after proper installation of wheels, then the mechanic was ready to install". But Rock Auto denied to take any responsibility.   I had no other choice then to send it back.
Regards,
Ravi [redacted]

Mr. [redacted] purchased a thermostat listed to include the seal, and contacted us on May 26, 2016 saying he didn't receive the proper gasket. Based on the picture he sent, he received the seal that is included. The gasket he wants is not included with this thermostat, but we do sell it separately. Mr....

[redacted] received the thermostat and gasket that were advertised and told us he purchased the gasket elsewhere to complete his installation. We accept returns within 30 days, as our Help page explains, but we will not accept returns of parts that have been installed or modified. He installed and is using the part, so he is not due a refund and we cannot pay Mr. [redacted] for merchandise purchased at another retailer.

We are sorry if our representative was less than professional. Ms. [redacted] reported a problem with her Moog struts on our Order Status & Returns page on Thursday 3/2. She also called us requesting to return the parts for a refund on Friday 3/3. We emailed her return instructions and a prepaid...

return label the same day. We issued a refund for the Moog struts and the original cost of shipping Monday 3/13.Ms. [redacted] reported a problem with her Monroe struts on our Order Status & Returns page Thursday 2/23. She requested a refund in the form of store credit. We authorized her return and provided return instructions and a prepaid return shipping label. Ms. [redacted] could have changed her solution to replacement on our Order Status & Returns page at any point up to the date her return authorization expired, which was 3/20 (noted on the return instructions we gave her).Ms. [redacted]'s Monroe strut return authorization has expired, so has the prepaid return shipping label we provided. The parts are still covered under Monroe's warranty. To file a warranty claim, Ms. [redacted] needs to return to our Order Status & Returns page, report the problem, and choose which replacement option she prefers.

On 8/12, Mr. [redacted] contacted us to request a return of parts he
ordered in May. Our representative declined his return. As our Help page
explains, parts may be returned within 30 days. We are sorry he did not
arrange his return sooner. We cannot grant his request to return his
parts.

The response Rock auto sent has false and misleading information.  Rock Auto states  "we asked if the product fitment details and photo matched what he needed. He said "no"meaning he ordered the wrong parts. "  Let me address this statement. When I ordered the rotors the fitment details did match what I needed but their details "ARE INCORRECT".  As far as the photo, it was a picture of a brake rotor.  You can not tell the size from a photo.  That is why they have a fitment chart.  Rock Auto's "FITMENT CHART is incorrect are it chose the wrong part for me. Rock Auto's return system is completely automated meaning they give you a few options to check off and does not have and option stating that their website has incorrect information. You can not speak by phone to a representative. Let me address the second part of their response. They claim I only wanted a refund and not an Exchange. They then state they did not give me an option to return the part.  How could I ask for an exchange if their automated system didn't give me that option. They also say I waited more that 30 days to ask for a return. The parts were installed on my vehicle and I only discovered after that period by a certified mechanic that the parts Rock Auto sent me were wrong.

We are sorry this customer did not receive his order when he hoped! He ordered Wednesday evening on 4/4 and chose Next Business Day Express shipping. We shipped his order the following morning. FedEx tracking shows that they attempted delivery at a business. Mr. [redacted] has since confirmed that he...

lives at a residence and that he was home all day. We regret telling Mr. [redacted] that his package was not late; it was. We will refund the $26.99 he paid shortly.

Mr. [redacted] ordered rotors on 11/7 and called us to report that the rotors had failed on 12/12. We provided him with warranty options and he chose to place a new order for the replacements. When he received the new rotors, he was not comfortable installing them, so we provided return instructions...

with prepaid shipping labels for his two orders. We issued a full refunds for the original and replacement orders on 1/5 and 1/10. We are sorry if our representative was less than professional and hope Mr. [redacted] gives us another chance in the future.

On 3/4, Ms.  [redacted] went to our Order Status & Returns page to obtain return authorization for parts she did not want. We authorized her return in good faith that she would return parts in the condition in which they were received.On 4/5, our warehouse received both parts. One was received...

in new condition, and was refunded. The other caliper had a brake pad (which was not included with the caliper she purchased) installed in it (image attached). Given that the part was no longer in new condition, we denied her return. We offered to return the part at her expense or refund her the core value (a "core" is a deposit paid up front which is reimbursed after returning the part one is replacing). She did not tell us what to do, and we have not heard from her since.We will refund her the value of her core $35.00, and no more.

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]its funny how the customer service rep. I talk to on the phone told me to go to my local parts store and buy a cheap set of shock and remove the kyb I purchase from rock install those so I could use the truck which is needed everyday and send the kyb back for replacement shocks and they would also reimburse me for the pair I purchase from my local parts store now why was this said if they do not replace parts that have been installed hammm what's up with that,  and I refused to do that yes I did find the parts at a local dealer for $96.00 and I even told rock I thought that was high and ask if they could find the parts at there local dealer for a better price and they refused and said we do not deal with dealership parts I did find the parts for less money and did email rock that price of $61.58 and got no response from rock I have tried to leave reviews on there site and no reviews have been posted it seems like they have cut off all communications with me and will not responde to any of my messages I have even sent rock pictures of the installed shock with the old mounting hardware installed just for the record at this point all I want is the hardware that is missing from the parts that I purchase I will not except O well I am sorry you are missing parts do the right thing and provide your customers with the parts they purchase I don't care where  the parts come from I just want what I purchase. the rest of the $500.00 + dollar order I made with rock was good except for this issue. I would like to get this solved within a timely manner. please do what ever it takes to make this right.

We appreciate Mr. [redacted] following up with FedEx. Most parts we sell ship direct from one of our warehouses, who use systems that make it impossible for address information entered on our website to not be printed on the shipping label. The part he ordered was not in stock at one of our warehouses, so we ordered it directly from the manufacturer. We suspect that the manufacturer only prints what is noted on the first address line of our order form. And since Mr. [redacted] noted "Parcel Pending Lockers" on the first address line, FedEx could not have known where to deliver his parts (his street number and name were noted on the second address line). We will work with this manufacturer to ensure they do not repeat this mistake. We are sorry we didn't catch the mistake before it affected Mr. [redacted]! We are currently out of stock of the part Mr. [redacted] ordered. We will issue a refund of $61.78 (his total purchase) shortly.

On 11/17, Mr. [redacted] went to our Order Status & Returns page to report that one of the wiper blades he ordered did not fit. In his report, he indicated that he installed the part completely. We asked if the problem was due to a manufacturing error, such as a measurement being slightly off. He...

said "No".As our Help page notes, "if a part doesn't fit, don't try to 'make it fit'" and "we will not accept returns of parts that have been installed or modified (http://www.rockauto.com/help/?page=4#Returns). We are sorry of Mr. [redacted] received a part that does not fit. However, he needed to report that problem before installing it

This customer placed this order on
5/7/2015 but didn't report a problem until 8/10/15. We accept returns
within 30 days, as
our Help page explains. Since the order is outside our return
window and beyond the manufacturer's 60 day warranty, we
unfortunately can not accept a return for refund or...

exchange for this
customer's order.

We are sorry that Mr. [redacted] is unsatisfied with the parts he ordered. He set up a return online using our Order Status & Returns page and told us "My vehicle does not match the description or the part I need is different than described", indicating he ordered the wrong part 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. When Mr. [redacted] attempted to return the parts in person, our warehouse staff explained that they could accept the part and RockAuto would refund his original order, but refunds are processed at the corporate office, not at the warehouse. Mr. [redacted] was unwilling to leave the parts without receiving an in-person refund, so we were not able to process his return. Mr. [redacted] is welcome to return the parts within 30 days, as our Help page explains (Return Policy), and we will issue his refund to the payment method from his original RockAuto order within 3 business days of receiving his return.

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 is the original e-mail and response I got from the company. They knew full well that I had tried to install the part in my car. As again everything they advertised said would fit my car. (year, part #, and model) How was I suppose to know it wouldn't fit. As a customer I did my job in insuring that everything on my end matched what they were advertising.I wasted an additional $20 on shipping the part back to them. With their full knowledge that I tried to install the part on my car. At not time did they tell me that they wouldn't except it as a return so I could be reimbursed. They just told me to send the part back. So now I am out $74+ because they screwed up. As a customer I should not have to be responsible for their screw up.

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.]i could not send the defective part back it would cost more in shipping plus in order to get a new alternator you have to give the seller in this case advance auto the core back to get the credit.  the part was defective. I did not have 2 vehicles at the time to be without a vehicle cause rockauto sells defective products. waiting for a shipment than pay for the cost to have it installed again 
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.Rockauto has resolved the problem that I had with them, there had been some communication problems with their reps but we got it fixed and they got me what I wanted. Thank you
Regards,
[redacted]

Mr. [redacted] purchased ignition coils that we have sold 394 times. Of these sales, we have only received four warranty claims and three of these claims came from Mr. [redacted]. Given this excellent sales history, we will not remove this part from our catalog and are unsure why Mr. [redacted] is has reported so...

many failures. 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 shipping costs or other expenses (http://www.rockauto.com/docs/warranty.php), but we offered Mr. [redacted] a one-time exception to return the part for a refund under warranty. We will issue a refund once the part is returned, but shipping costs are not covered.