Natural Talent

We are sorry Mr. [redacted] did not receive his packages when he hoped! He ordered Thursday 10/20 and chose Priority Mail. We shipped his order that same day and he received one package in 2 business days on Saturday 10/22 and two packages in 3 business days Monday 10/24. USPS returned the fourth...

package to our warehouse on 10/24. We apologize that USPS returned this package in error. Mr. [redacted] called on Monday afternoon 10/24 to inform us that this package was returned. We shipped the replacements the next morning, Tuesday 10/25, and he received them in 2 business days on Thursday 10/27. Despite one package being returned, Mr. [redacted] still received his order on time, since we showed "You should receive by Thursday, October 27, 2016" in his shopping cart and shipment confirmation. Mr. [redacted] returned two caliper cores and USPS delivered them to our warehouse on Monday 11/7. The total value of these cores was $150.00. Because Mr. [redacted] filed a PayPal dispute on 10/28, we were unable to process a refund when we received his return. PayPal provided him with a full refund of $802.41. Mr. [redacted] did not pay for his order so we will not issue any additional refund.

On 1/4, Mr. [redacted] went to our Order Status & Returns page to report that he received the wrong part. He also arranged a return for the core of another part he purchased. We authorized both returns. He abandoned both returns before obtaining return instructions and a prepaid FedEx return...

shipping label.On 1/23, he contacted us to inform us that he returned both parts and put a letter inside of the box. He also informed us that he spent $37.45 to return the parts. Our warehouse had yet to report receiving the parts he allegedly returned, so we asked him to enter the tracking number for both returns on our Order Status & Returns page (our system uses tracking information to detect delivery to the correct location, which prompts refunds to be issued automatically). On 2/13, he did enter a tracking number online, but it was invalid.Our warehouse has since reported receiving Mr. Garhart's returns. We issued a full refund for the part which was wrong and a refund for the core he returned. We reimbursed him $10.00 for his return shipping, which is the amount we would have paid our carrier had he obtained the prepaid return shipping label we offered. In total, we have refunded him $91.79. We offer no other refunds.

We are sorry that we were not able to cancel Mr. [redacted]’s order. The starter motor he purchased was special ordered from the manufacturer, ACDELCO, and we are not able to adjust or cancel those orders once placed. Mr. [redacted] was able to return his part for a refund of the part cost, and instead...

chose to keep & use the part and return his core (old part) for a refund of the core deposit. We issued that core refund on 4/28/16.

Mr. [redacted] did not return one of his calipers to the address noted on the instructions we gave him. The address we noted is in AZ, not NY.Never-the-less, Mr. [redacted] didn't send his caliper to a random location; he sent it to one of our warehouses. And since tracking shows they received it and it was signed for, we should be able to locate it and, at minimum, forward it to the correct place.We issued his $250.00 refund earlier today.

We list the parts we sell for the vehicles the manufacturers of the parts say they fit. Mr. [redacted] can visit Bosch's website (https://www.boschautoparts.com/en/auto), enter the information for the vehicle he specified on our website (2005 Acura TL 3.2L V6), and search for the Clear Advantage wiper blades he purchased. He will see the part number he ordered (18CA) listed by Bosch for the front right of his vehicle, which is exactly how it is listed on our website.We are sorry the wiper blade Mr. [redacted] ordered did not fit; we're not sure why it didn't. Had he not reported that he installed the part completely, we would have authorized a return so he could return it for a refund. This response concludes our correspondence with Mr. [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] I replied just a few days ago I don't know why I am receiving this email again

Mr. [redacted] rejected our offer, but presents no new information and our responses have already responded to all the same points. Mr. [redacted] ordered a part listed in our catalog for a vehicle with "7 volt glow plugs". Since his vehicle has 4.4 volt glow plugs, he ordered incorrectly. As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake. We contacted the manufacturer and their technicians confirmed that the glue separation will not affect the fit or function of the part and is not considered a defect. We have provided return instructions and will issue a refund once the part is returned.Mr. [redacted]'s vehicle is the "incorrect application" because he ordered incorrectly. His vehicle has 4.4 volt glow plugs, but he ordered a part specified in our online catalog for 7 volt plugs. If the part has not been installed, Mr. [redacted] is welcome to return it. We will issue a refund once the part is returned, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.Please remove this from the queue.Thank you, [redacted] Customer Relations

We are sorry Mr. [redacted] did not receive the hood he ordered. He has since decided he no longer wants the part. We issued a full refund on 9/22.

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.]unfortunately, despite what they seem to believe about their employees, I was told to select next day. as a first time user to rock auto, I did not know where to look to see shipping times. in my experience, next business day includes every day of the week except sunday. the sales rep that I talked to was not only uninformative but actually rather rude. it is because of this experience that I chose to use my local auto parts store for the parts that I have purchased since then.lots of people ask me for advice on parts because I used to operate a service station. I will advise them to steer clear of rock auto. thanks
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]

regaring order number [redacted].the reponse of rockauto is very wrong ;they keep going to back to the warranty .the right rear was making a sound like it had to much spring rate,they amitted that they had the wrong order number that alone is vadid for repayment installation&labor cost at $231.00 they still own me that.quit trying to pass it off too the warranty.I am sir if it was one of them,they would want there money back for installation&alignment cost.please do the right thing rockauto thank you rick [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]

Mr. [redacted] ordered Thursday night, 10/13, and chose Next Business Day Express shipping. We shipped his part the next morning, Friday 10/14, and he received it in 1 business day on Monday 10/17. We are not sure why he thought the order would arrive sooner, since we showed "You should receive by...

Monday, October 17, 2016" in his shopping cart and shipment confirmation.We apologize if our representative was less than professional. Our Order Status & Returns page (http://www.rockauto.com/orderstatus) can provide immediate solutions 24/7, without the need for multiple emails or waiting on hold and self-service helps keep our prices low for everyone. Mr. [redacted] set up a "Part Not Wanted" return on our Order Status & Returns page and we provided return instructions. He never indicated that there was any damage to the shipment and our warehouse received his return in new, resellable condition. We issued a refund on 10/24, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.

On 2/5, Mr. [redacted] went to our Order Status & Returns page to arrange a warranty replacement for his catalytic converter. We showed him the following message:Catalytic converter warranties cover manufacturing defects (such as an incomplete weld). Warranties do not cover impact damage (such...

as hitting a curb), nor internal damage due to improper fuel mixture (which causes overheating and soot damage to catalysts). Converters have no moving parts, so defects are rare. Because mis-diagnosis often occurs, even by the best mechanics, converter manufacturers insist on inspecting parts to confirm a defect exists, before approving warranty claims.If you're sure your converter has a manufacturing defect, and the "check engine" code or other symptom you saw is not due to other problems with your vehicle, please:Place a new order for the same catalytic converter (brand and part number) on rockauto.com.When you receive the new part, install it and verify your vehicle works correctly.Return to our Order Status and Returns page, and set up a return of the new order as Broken/Defective/Warranty.After you return the part and the manufacturer inspects it, if a manufacturing defect exists, we will refund the amount you paid us for the replacement part.We have not heard from him since. Mr. [redacted] is welcome to arrange a warranty replacement for his part using the instructions we gave him and that are noted above.

[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 as satisfactory as I think I can expect it to be at this point.  I am disappointed that it took this much effort for RockAuto.com to take responsibility for their error.  It doesn't surprise me that they won't pay for the labor required to find out that they had shipped me the wrong part, but I would expect better service from a family business.  First they insisted that it was my error and I didn't know my own vehicle (telling me that I didn't actually have ABS),  eventually took responsibility but failed to refund the shipping, and ultimately ignored my request to hear from an owner of the business.  If the owners don't have for the customers, exactly who do they have time for?  I would think that a business owner would want to use such a poor customer service experience as a training case study for their employees. I just spent $1,000 with [redacted] on parts for my Pathfinder; money that would have been spent with RockAuto.com if they had had apologized for the trouble they caused me.   If they want to earn my trust back, they have my mailing address.
Regards,
[redacted]

We are sorry DHL delivered Ms. [redacted]'s parts a day later than we expected them to. We agree she should not have to pay for a shipping service she did not receive, nor the cost of returning a part she did not need because it did not arrive on time. We will refund her $39.59 (the sum of her outbound...

and return shipping). The funds should post to her MasterCard within the next two business days.

On 10/2, Mr. [redacted] contacted us to report that the fuel pump he ordered was missing a component. His mechanic installed the part anyway. He asked us to provide a replacement and to cover his labor costs for installing the defective pump he received. As our Warranties page explains, warranties...

offer only replacement of the defective part with another part: no reimbursement of labor costs. We checked to see if the manufacturer accepts claims for labor; they do not. We told Mr. [redacted] he may arrange a replacement by reporting his problem on our Order Status & Returns page. He may still arrange a replacement on our website, which he has yet to do.

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 expected this response as RockAuto has no interest in their customers and actually I did provide some new evidence. Where is my refund for the part that was returned brand new and unopenes?? Why did you try to profit from returning a wrong part to me? If anybody reads this, please DON'T order from this company unless you know that this is the exact part or it will cost you and waste your time like I am. Apparently writing the Revdex.com is futile because I don't see anything happening from my complaint. [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]

When Mr. [redacted] placed his order, he chose a part listed "w/o Auto Trans" in our Online Catalog. Since his vehicle has automatic transmission, this part was ordred incorrectly. As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the...

return is due to our mistake. We will issue a refund once the parts are returned.