Natural Talent

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.

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]

All our contact
information - both phone number and email address - is listed on our
About Us
page. We also include directions and a direct link to visit our Order
Status and Returns page for changing orders or reporting problems
on our order confirmation page, which this customer...

received
immediately after placing his order on 8/27.He
contacted us on 8/28, after his order had shipped, and
reported the shipping address he entered on his order could not
receive shipments from the USPS. Nowhere during online checkout was a
FedEx shipping method shown or implied once the customer selected
Priority Mail for shipment. During checkout, we showed various
shipping options and he selected Priority Mail. Our final checkout
page specified the selected shipping method was via US Mail (not
FedEx), and his order confirmation shows he selected Priority Mail.
Thankfully, our suggestion of
contacting his local office for pickup worked, since the tracking for
his shipment shows delivery to the customer.

Mr. [redacted] ordered Saturday evening on 3/31. He chose Ground shipping. We shipped his order the next business day on Monday and he received his part 2 business days later on Wednesday, 4/4. We are not sure why he thought it would arrive sooner as we showed "You Should Receive by Wednesday, April 4"...

in his shopping cart and on his checkout page.

I am sorry that I calculated the percentage incorrectly: $50 is 15.5% of $321.79. If Mr. [redacted] is not happy with our offer, then he can use the provided return instructions and shipping label to return the part for a full refund.

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] I feel like they should have refunded the entire shipping amount since they did not follow through on their promise.

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 paid for 2 day shipping plus on my order that was what was offered by Federal Express.  I also cannot reach anyone by phone and the WI number is a corporate number for shareholders only according to Mark.  Their should be a customer service number so customers can call directly. The shipment is on its way back to rockauto.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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]

We are sorry if our representatives were less than professional.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 or other expenses (http://www.rockauto.com/docs/warranty.php). Warranties do not include shipping, but because we value our customers, RockAuto covers the cost to ship the replacement using the least expensive shipping method. Because the struts that Miss [redacted] ordered are currently out-of-stock, she can return them for a refund. We provided return instructions by email and will issue a refund once the parts are returned. As explained, the warranty does not offer compensation for the damages the struts caused to Miss [redacted]'s vehicle, so we will refund the cost of the parts and economy 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.I copied and pasted this directly from RockAuto's  "help Page" it clearly states...
Q: I see the part I want - is it in stock?A: Everything shown in our catalog is in stock and is ready to ship unless marked "Non-stock item" or "Out of Stock".Q: "Wholesaler Closeout"A: Closeout parts are our "clearance rack."  They:Are new (unless marked "remanufactured") but may be older inventory ("last year's style") and look different than our regular inventory of the same part (a different color, for example, with a grease fitting newer parts do not have, or lacking hardware which was sold separately in the past)Were acquired at discounted prices from companies liquidating inventory (because they were overstocked, decided to carry a different brand, went out of business, etc.)Are limited to quantity on hand and cannot be replaced with regular inventory at the same priceI challenge you to copy the part of the help section that states an item listed in stock may not be in stock and no guarantee is made otherwise. Or the policy that if an sales item is incorrectly listed the cannot be held liable.   Most reputable online retailers that have a specific policy of out of stock items will say in no uncertain terms that they reserve the right to cancel an order even after accepting payment and refund the amount paid for a sale part that is found to be out of stock.   Since Rock Auto has no such policy listed then the act of charging my card constitutes a legally binding contract.  Furthermore the "policy" Rock Auto keeps referring to is in the section I copied above.  It states "limited to quantity on hand" and above that is their stated "policy" of items being in stock and ready to ship unless otherwise noted.  Since no one at Rock Auto is claiming these parts were marked as "out of stock" or "non-stock item" then it stands that item was in stock at the time I placed my order.  Since there is no policy  reserving the right to cancel an order due to price change then they must honor their price.  If they get away with this there will be no reason that they could not regularly perform bait and switch tactics by offering up sales prices and calling and offering full price merchandise after purchase and payment was made under the claim of incorrect stock listed.  
Regards,
[redacted]

We have nothing further to say to Mr. Middleton.

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 find this to be unacceptable maybe be legal but it is insane the part was defective. we have technology in 2017 ie video cameras, pictures, etc etc to prove when something is not working this waiting to ship and get  the defective product is a stall tactic hoping folks will just take the lost. if they think someone is committing fraud all they need to ask for is a picture or video showing the part is not working that is why they have serial numbers. rockauto could send out the new part  when they have confirmation the bad part  is is in the mail. rockauto  low prices are great but if you get a bad part the time energy and labor will wipe out your so called savingd  and cost you more this is automotive russian roulette 
Regards,
[redacted]

This
customer ordered on Monday, 9/21/15 and chose Next Business Day
Express shipping. Our site factored in shipment the following
business day since we allow 24 hours for order processing, and we
provided the expected delivery date of Wednesday 9/23/15 during
checkout. The final checkout...

screen explained that the expected
delivery dates provided during checkout are best estimates
based on the usual order processing time frame and the shipping
method chosen but are not guaranteed. The
shipment had its label printed and was picked up the same day (faster
than expected), which is why FedEx tracking online showed an expected
delivery date of Tuesday.
Unfortunately,
FedEx made a mistake that resulted in this being delivered one
business day later on Wednesday 9/23/15. Since RockAuto has an
account with FedEx which does not allow us to file a claim for this
delayed order, we are unable to be reimbursed for FedEx's mistake.
However, considering the customer did not receive his order on the
day he expected after selecting an express service and seeing a
Tuesday estimated delivery on FedEx's online tracking site, we
absorbed the cost of FedEx's mistake and refunded him for the
difference between the service he paid for (Next Business Day
Express) and the service he received (2 Business Day Express). The
customer has only been charged for the service he received and no
further refund is available.

As I originally stated, with the amount I have paid out of pocket for the return and replacement of the failed part they sold to me, I would have saved money by just outright purchasing a new part locally and throwing away the failed part. That doesn't portray good customer service, nor is it a good business practice.

On 9/27/17, Mr. [redacted] ordered two Eastern Catalytic brand catalytic converters, part number [redacted] and[redacted], respectively. Both parts carry a five year warranty, which covers replacement of parts that suffer defects in materials, workmanship, or performance...

(http://www.rockauto.com/docs/warranty).On 11/29/17, Mr. [redacted] visited our Order Status and Returns page to arrange a warranty replacement for part number [redacted], indicating that it was falling apart internally.  Because converters that fail due to performance defects are rare, we informed Mr. [redacted] that all returned converters are subject to inspection to ensure that their failure is covered under warranty. We also explained that if the failure was attributable to other factors, apart from those covered by the manufacturer's warranty, his claim would be denied.In order to proceed with the warranty replacement process, we advised Mr. [redacted] to place a new order for the same part, and arrange his return for the defective part under the new order number. After inspecting his return, if his claim were approved, we agreed to refund him the replacement part cost. Our supplier inspected Mr. [redacted]'s return, and determined that the converter had been severely overheated, and the substrate had fractured and melted. This type of failure is indicative of a poorly functioning engine, which exposes the converter to extraordinarily high temperatures. The converter itself was not found to suffer from any defects.We honor the warranty provided by the manufacturers of the products we sell (http://www.rockauto.com/docs/warranty). Mr. [redacted]'s warranty claim was denied under the provisions of Eastern Catalytic's warranty. The compensation that Mr. [redacted] seeks is not offered by any of our policies. We offer no refund.

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 guess I just do not understand how one buisness (FedEx) admits they made a mistake and says that I am entitled to a FULL refund due to their mistake.  But then the other buisness (RockAuto) claims that it does not matter what I am entitled to through FedEx, because of their contract with FedEx I would only recieve a partial refund.  RockAuto is basically saying "we understand that you are entitled to a FULL refund because of the mistake of FedEx. We understand that FedEx would give you a FULL refund because of their mistake.   But because of our contract with them we choose not issue one to you."   I guess in the future I need to find out if the buisness I am ordering from has a ludicrous contract with their shipping company and will choose not to reimburse me even if the shipping company admits fault and states I am entitled to a full refund.  This past week I have called other online buisnesses (Amazon, ect) to find out what their policy is on the matter.  I wanted to see if other online buisnesses had a similar policy in place.  Needless to say they did not.  They also found such a contract/policy to be laughable and absured.  I guess in the future I will be choosing more carefully where to take my buisness.   Not necessarily choosing the "cheapest" option.  Had I ordered the same (more expensive) part elsewhere I would have recieved a FULL refund because the mistake of FedEx.  
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.
It is NOT true that the freight company contacted me in June.  The freight company refused my plea to deliver the item to my home and forced me to accept the product at work where it was impossible to inspect it, thus the ONLY way I would be able to have the product I wanted was to sign and accept.  Either the freight company or Rock Auto caused the damage with a forklift, a machine that I neither own nor used.  AND, whomever caused the damage, covered it with clear tape KNOWING they breached the box with a forklift and damage could have occurred, but sent it on anyway.It is possible Rock Auto could have caused the damage during their handling of the item.  There is no way for me to know that, nor any way for them to claim they know it was not them, unless they have video footage of their handling of the item.
[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.]A lady from Rockauto did contact me.  She informed me that they have sent 61 of this item to customers with no complaints.  I did not think to ask her how many were for 93 Mazda Miata's.  I did some research after the call to check that the flasher that they list in their online catalog and sent to me does not fit.  It is not the right one.  I found that it is usually a dealer item, but I was able to find an oem parts place in New York that had it.  I just checked their online catalog again and the same part is still listed for this car.  Not much of a follow up on their part. They have offered to refund the cost of the part but not the original cost of shippping it to me. 
Regards,
[redacted]

When this customer returned his part, she returned it using return instructions that indicated she was returning a core rather than a newly received part. When it was received back, core credit was accordingly issued. After returning the part to us, she reported to our representative that she...

ordered the wrong part. We have since confirmed that it was in fact a new part that was sent back, so the customer was refunded for the remaining cost of the part to her original payment method on 8/13/15.As our Help page explains (http://www.rockauto.com/lang/en/answersTab4.html#Returns), every part we sell may be returned within 30 days for a refund of the part price. Shipping charges are not refundable unless the return is due to our mistake. Since the customer reported that she ordered the wrong part for her vehicle but we shipped what was ordered (which is not advertised as including and does not include a pulley), shipping is not refundable.

[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]