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 RockAuto continues to avoid the fact that they assured that I could place an order for the new part and would be refunded in full, including the cost of outbound ground shipping (copy of email attached and copied directly below)."This part is still covered by the manufacturer's warranty so we can replace it for youPlease place a new order for the same part number onlineOnce you've received the new part, installed it and verified that it works, you can visit our order status & returns http://www.rockauto.com/orderstatus and set up a return as Broken or Defective in the new orderWe will refund the new order in full, including the cost of outbound ground shipping to get the part to youWe only ask that you pay to send the part back."As I mentioned before, I still have the brand new unused part (photos attached) and am requesting RockAuto to stand by their word and issue a full refund of $($plus $S&H) in exchange for sending the part backI regret I have no other recourse except escalating to DATCP and the Attorney General's Office if RockAuto does not agree to the solution that they had originally proposed Regards, [redacted] ***

Mr [redacted] misunderstood our product listing, for which we apologizeAs indicated in our previous response, Fel-Pro referenced 1134L and 1134R in their product description because is a match for both, which would have been clearer had he viewed the "Info" page for the part, which is is shown in attachment As you will see, 1134L and 1134R are referenced as "Alternate/OEM Part Number(s)", not as components of a set/kitGiven that cylinder head gaskets are often side specific for cylinder engines (like the one Mr [redacted] owns), Fel-Pro included their note to make it clear to customers weary that there are not two separate product offerings (which there might have been in the past -- aftermarket manufacturers update product designs to expand coverage very often) that is correct for either sideBut no where in their description do they explicitly say two gaskets are included.Using the Fel-Pro part Mr [redacted] referenced in his response as a means of comparison, part number [redacted] , the Info page lists dozens of part numbers as "Alternate/OEM Part Number(s)", shown in attachment He said himself that he would not expect more than one part to arrive, yet, as attachment shows, the part is described the exact same way ("Cylinder Head Gasket/Set") and also includes a photo showing one gasketThe only difference between the listings is that [redacted] references too many Alternate/OEM Part Number(s) to reference in one product listingWe agree that the Apex part he referenced, part number [redacted] , offers more clarity on what is included in the product descriptionBut Mr [redacted] did not purchase the Apex partHe purchased Fel-Pro 1134, which we advertised correctly based on the product information provided by the manufacturer, Fel-ProOur website also explains that, unless specifically noted otherwise, parts are sold individually (https://www.rockauto.com/help/?page=2#PADS)We shipped the part Mr [redacted] orderedThis message concludes our correspondence with him

We are sorry that FedEx did not deliver Mr [redacted] ' radiator on timeHe placed his order Thursday 9/and chose Next Business Day Express shippingWe shipped his order and it was picked up by FedEx that same day, but they did not deliver the package on Friday 9/as guaranteedMr [redacted] called RockAuto on 9/to inform us that he had not received his order and we told him not to refuse the packageIf he no longer needed the part, we would have provided him with a prepaid shipping label to return it for a full refundHe ignored our instructions and refused FedEx's delivery on Monday 9/Because of this refusal, FedEx returned the package to our warehouse using expedited shipping, which was much more expensive than the Ground shipping we would have covered with a prepaid shipping labelWe issued a refund for the full order total, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), if a customer refuses delivery, the cost of return shipping is deducted from the refund

On 9/24, Mr [redacted] ordered a flywheel and addressed it to a physical address in Spokane, WA (as his attached order confirmation shows)On 10/1, he went to our Order Status & Returns page to report he did not receive the partIn his report, he noted that the correct delivery address was a post office box in Rockford, WA, meaning he address the order to the wrong location when he first placed his orderFedEx tracking shows that the part was delivered in Spokane, WA on 10/On 10/5, he contacted us to request return authorizationWe authorized his return and directed him to our Order Status & Returns page to obtain return instructionsOur warehouse has yet to report receiving his partIf Mr [redacted] returned his part, he should return to our Order Status & Returns page to enter the tracking number for his return so we can determine where it isIf we confirm that his part was returned to the correct location, we will refund him for the part itself ($33.79) less any return shipping costs if the part was returned using our accountHowever, at this time, we offer no refund as we have no record of receiving his part

This customer presents no new information in his rejection and our original message responded to this point: We are sorry Mr [redacted] had a problem with his order, but are not sure why he ordered parts listed in our online catalog with a "3-bolt flange" if his vehicle needed a 4-bolt flangeHe placed this order on 3/but didn't report a problem until 8/We accept returns within days, as our Help page explains, but because this order was shipped days ago, we will not accept a 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 Thank you for your help but Rock Auto can kiss my ***I'm glad I learned my lesson on how they are by only spending considering I'm getting ready to restore an older carI know one place that will never get another penny from meThey are a sorry as excuse for a business Regards, [redacted] ***

Mr [redacted] ordered window glass for a Suzuki Grand Vitara on 5/24/16, and received it on 5/27/He then waited weeks to return the incorrectly ordered part, using our Order Status & Returns page to set up a return on 6/10/When the window glass was received by our warehouse, the shipping box was sealed with no damage (see attached photos)The broken piece missing from the window was not in the box, indicating the damage occurred prior to being sent backWe accept returns within days, as our Help page explains, but we will not accept returns of parts that have been modified or damaged

On 10/14, Mr [redacted] ordered several parts for his Chevrolet Pickup and addressed them to Mooresville, NCRockAuto does not and cannot choose delivery addresses for customersHis order shipped 10/16, the next business day after the order was placed.On 10/at 10:CST, he sent us an email saying:"You have two hours to find my order or to send my money back or my lawyer will be in contact with you...".At 11:17am CST on the same day, we replied explaining that his order was currently in transit to his locationA few minutes later, our representative realized that he overlooked that Mr [redacted] had already refused his packageOur representative called Mr [redacted] to discuss the problemMr [redacted] explained that he intended on shipping his parts to Charlotte, NC, and demanded a full refundWe explained that we would refund him for the parts he refused, less the cost to ship them initially and the cost for the carrier to return them to us (both of which were incurred because Mr [redacted] addressed his package incorrectly)We issued his refund on 10/23, which was shortly after our warehouse received the parts he ordered.It is true RockAuto does not offer customer service over the phoneCustomer service can be accessed on our website hours a dayWe replied to all of the emails Mr [redacted] sent us within hours of receiving them (including his request for a call back), except for emails he sent expressing disagreement with the solutions we offered and/or to insult us.We offer Mr [redacted] no additional refunds

Mr [redacted] reported that his KYB strut had failed due to a defect with his MOOG strut mountOur Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the productMOOG will not cover a KYB brand part under their warranty, and KYB will not cover a part that did not fail due to its own defectWe sent a replacement MOOG strut mount, but we were not able to authorize the warranty replacement return for the KYB strutWe do sell strut & mount kits, as well as strut / coil spring / mount assemblies, for his Nissan MaximaIn the future, Mr [redacted] may consider purchasing parts as a kit so the warranty will include all parts together

We have explained how Mr [redacted] can return is part for a refundWe have nothing further to add

This hood could not have been damaged in the shipment to me as I stated earlier They shipped hood from their ware house to me in such poor shape I could not use itThey have pictures of box packing ectAsk them to send pictures to youBecause I checked damaged in shipping I didn't realize they were going to put allbame on shipper, also ask them to check hoods in stock and check for damage.THANK YOU

On 8/26/2017, Mr [redacted] contacted us to report that he did not receive the parts he orderedAccording to FedEx tracking, his parts were delivered to the address he specified on his online order form: [redacted] He informed us that his address was [redacted] **, which explains why he did not get the parts he orderedHe asked us to contact FedEx to request that they issue a call tag to retrieve his parts and deliver themWe declined his request because FedEx had already rendered the service for which they were paid (a call tag is a separate service which also requires payment)We told Mr [redacted] that he was free to work with FedEx to arrange his own call tag or attempt to retrieve the package himselfHe eventually requested to speak with a supervisorOur supervisor offered to start a trace with FedEx to see what, if anything, could be done about his packageMr [redacted] then filed a dispute with his credit card company, requesting that his initial order charge be reversedDespite FedEx confirming that they delivered the parts he ordered to the address he specified, his credit card company decided in his favor, forcing us to return the $he paid.Until Mr [redacted] pays us $for the parts we shipped him, we will not be his auto parts retailer, which includes facilitating replacements for parts which failed under a manufacturer's warranty

On 7/2, Mr [redacted] ordered several parts for his truck and addressed them to [redacted] On 7/27, he contacted us to report that he still had not received the parts at his address in MississippiWe explained that, because the parts were shipped several weeks prior, the destination address could not be alteredWe told him that we would refund him for all parts the carrier might return to any of the four warehouses who shipped his order initiallyNone of our warehouses have reported receiving his partsWe cannot refund him for parts we shipped to the address he specified, whose whereabouts are still unknown

On 6/and 6/7, this Mr [redacted] arranged returns for parts he did not want by going to our Order Status & Returns pageWe authorized his returnHe has since returned the parts and we issued his refund 6/

Better Business Bureau: 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 willnot accept their bad excuses for the way they have treated me and my time I was promised to have the replacement parts by 1/13/and yet was delayed to 1/16/Only to receive the package on 1/16/and found it was missing a pair of brake pads as wellSo yet again more of my time wasted as I took a day off work to bring the parts to the shop and also have had a rental car waiting for rock auto to fix their mistake againSo times they messed up my order and all I am asking for is a refund of my shipping amountI could ask for the week long car rental fee and the shop rate for my car sitting on a post lift Regards, [redacted] ***

We are sorry if our representative was less than professionalMr [redacted] ordered Monday evening, 2/13, and chose a combination of Next Business Day Express and Truck Freight shippingWe do not offer an express method for truck freight shipmentsMr [redacted] shopping cart showed "Truck Freight (to business days)"Our warehouse reported not having one of the parts Tuesday 2/We contacted the customer the same day, and he canceled the out of stock part on our website later that eveningWe shipped the rest of his order Wednesday 2/and he received it in business days on Tuesday 2/21.We are not sure why Mrand Mrs [redacted] thought the order would arrive sooner, since we showed "You should receive by Tuesday, February 21, 2017" in his shopping cart and "You should receive by Wednesday, February 22, 2017" in his shipment confirmation

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] Iv that is not true I called prior to installing it and they insisted that it was the correct part I have the old one installed and now my car still won't start I checked all my fueses and non are blown I will never do business nor any of my friends or family with rock auto this is costing me extra money in gas as I have to drive my suburban to work instead of my audi which my wife and I both miss we have owned it for over years and has always been reliable it is not my fault that the manufacturer used different alternators for my model year and if rock auto knew then they would of acknowledged it when I placed the order I called salvaged yards and they ask for a digit number off my vin so it sounds like the don't know their stuff or Need to research and stop insulting customers they said my car was a audi vit is not and I have the title to prove it it's a audi a8L I will gladly ship their part back at their exspence and would appreciate a full refund if they still refuse then I will have to take them to court and will sue them for repair, stress and added expenses I just want to be able to drive my car again if you have ever driven an Audi you would understand especially when it comes to snow

On 10/2, Mr [redacted] contacted us to report that the fuel pump he ordered was missing a componentHis mechanic installed the part anywayHe asked us to provide a replacement and to cover his labor costs for installing the defective pump he receivedAs our Warranties page explains, warranties offer only replacement of the defective part with another part: no reimbursement of labor costsWe checked to see if the manufacturer accepts claims for labor; they do notWe told Mr [redacted] he may arrange a replacement by reporting his problem on our Order Status & Returns pageHe may still arrange a replacement on our website, which he has yet to do

Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product (http://www.rockauto.com/docs/warranty.php)MrW [redacted] purchased a dash board cover by Coverlay in February and reported his problem in OctoberWe provided warranty replacement optionsMrW [redacted] chose to place a new order, then return the defective part for a refund of the new orderAfter he placed his order for the replacement, the manufacturer updated their warranty policy to state that "uninstalled products reported defective after days of receipt will not be covered under warranty." When MrW [redacted] returned the defective part, Coverlay determined that the part warped due to not being installed within the first days and denied the warranty, per their new policyOn reviewing MrW***'s order, we found that the change occurred after Coverlay authorized the warranty replacement for his uninstalled cover and issued a full refund for MrW***'s order on 11/16.We are sorry for our mistake on MrW***'s order and hope he gives us another chance in the future

[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, *** ***