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Natural Talent

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Natural Talent Reviews (1321)

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.]
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 don’t think this is fair. The fedex driver is responsible for his poor judgement in leaving my package outside of my secured building knowing that there was prior stolen packages here. My hands are tied in complaining to fedex because rock auto has claims handling agreements with fedex which does not allow recipients to communicate with fedex about these issues. I think Rockauto should make fedex pay them back because of the drivers carelessness, or just take the loss because I am the consumer and the package lost or stolen was $86.38. I’ve been doing business with Rockauto for over 10 years, and I can’t believe the lack of compassion they’ve shown me in my situation. And maybe they should choose a better shipper or complain about that careless driver.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.

[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]

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 flange. He placed this order on 3/23. but didn't report a problem until 8/25. We accept returns within 30 days, as our Help...

page explains, but because  this order was shipped 172 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.The business is lying. The two parts are the exact same size. Period. That is based on speaking with 2 Ford technicians. Either part would work. They sent me the wrong part and refuse to own up to their mistake. I will be notifying much more than just Revdex.com. The internet is full of reviews on this company doing the same thing to other people.
[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. 
Regards,
[redacted] [redacted]

Mr. [redacted] chose a flasher listed in our online catalog as a "3-Prong Type". The part he was replacing has 7 prongs, so he ordered incorrectly. We have successfully sold this part several times for Mazda Miatas. We will issue a refund once this 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.

On 3/24, Mr. [redacted] contacted us to report that the strut mounts he ordered did not fit. We determined that we had an error in our catalog and offered a full refund. He also reported that the bellows he ordered were manufactured incorrectly. We offered a full refund for them as well, including...

a prepaid FedEx return shipping label to return both parts at our expense. He decided that, because the struts and bellows would not work, he no longer wanted the struts he ordered. We authorized a return for those parts, but did not offer to cover his return shipping (As our Help page notes, shipping is not refundable unless we made a mistake).The struts Mr. [redacted] ordered fit his car irrespective of what happened with the mounts and bellows he ordered. Given that they are made to the original equipment specifications of the vehicle he owns, any mount or bellow also made to his vehicle's original equipment specifications will work. We classified his return as "Part Not Wanted" because that describes his particular situation correctly; he no longer wanted the KYB parts he ordered despite them being what he ordered and correct for his application.Mr. [redacted] returned all parts late in April. We issued full refunds for the mounts and bellows, a part-cost refund for the struts, less the cost of the return shipping label he generated on our website. We offer no other refunds.

On 11/10, Mr. [redacted] went to our Order Status & Returns page to report that he had not received two of the parts he ordered. We immediately started a trace with the carrier to see if they could locate the shipment they lost. We asked him to return to our Order Status & Returns page if he...

didn't have his parts by 11/28 (the maximum time the carrier allots to complete a trace) to receive a resolution.

On 10/11, Mr. Correa went to our Order Status & Returns page to report that he did not receive the parts he ordered. We immediately started a trace with the carrier. We told him to return to our Order Status & Returns page 10/17 if he still did not have his package. On 10/13, the carrier...

communicated the results of their trace:The courier states that he did deliver to the correct location. He said that no one was home yesterday at the time of follow up. He describes the residence as a ground level apartment unit located in a building, in which he has access to. He says the residence has a plant next to the front door. Also, there are security cameras. The courier recalls that this is not the first time the recipient in Apartment 3 has disputed a delivery. The package did not require a signature and was ok to release at the front door by the courier's discretion. He said that, in the future, packages will no longer be released unless someone is home to sign for the packages.On 11/7, we deleted Mr. Correa's online report since we had not heard from him since 10/11. Minutes later, Mr. Correa went to our Order Status & Returns page to again report that he did not receive his parts. We immediately started a trace with the carrier. We told him to return to our Order Status & Returns page 11/13 if he still did not have his package. Later that day, the carrier responded to our trace request indicating that the part was delivered on 10/11 and too much time had passed to initiate another trace.We are sorry Mr. Correa was a victim of theft. Neither RockAuto nor our carrier is responsible for property theft.

We are sorry for the trouble Mr. [redacted] had with the ACME convertible top he purchased last year on 8/31/15. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. ACME manufactured his convertible...

top. We sent them his photo of the damage, and ACME determined the part did not fail due to workmanship or material. If the manufacturer declines the warranty, as ACME did here, we cannot assist with a warranty replacement (http://www.rockauto.com/docs/warranty.php).

On 11/27, Mr. [redacted] ordered several parts for his vehicle. Among these, he ordered and returned the following Enginetech brand parts: 1) connecting rod bearing set, number BB317J 2) crankshaft main bearing set, number BC393J 3) piston ring set, number S90228. Mr. [redacted] returned all of the above...

parts to our warehouse on 12/4, and we received his return on 12/7.On 12/8, our warehouse notified us that they received item 2 (part number BC393J) without the Enginetech part box it was shipped in, and item 3 (part number S90228) with the part box torn open, and missing 4 components (expanders). As our Help page explains: "To receive credit, a returned part must be complete and in its original, unmarked manufacturer's packaging...Returns may not be refundable if the part, or the manufacturer's box, is damaged while in transit to our warehouse." (http://www.rockauto.com/help/?page=4#Returns).We refunded Mr. [redacted] for the first item in the above list of three, because there were no problems with this part. We cannot issue a refund for the other two items, as per our return policy, quoted above. We offer no additional refund.

Mr. [redacted] is authorized to return his part for a replacement under warranty. To obtain return instructions, he needs to return to our Order Status & Returns page.

Mr. [redacted] rejected our response, but we have already explained that we are honoring the policies listed on our site. 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 ([redacted] ).We are sorry that the tensioner in Mr. [redacted]'s timing belt component kit failed. Under warranty, we offer two options for replacement: Place a new order for the same part number and then return the defective part for a refund of the new order or send the defective part back in exchange for a replacement. Because kit that Mr. [redacted] ordered is out-of-stock, we explained that he could purchase one of the 15 other kits we offer for his vehicle and then return the kit containing the failed part for a refund to his MasterCard. He chose to replace the part locally so we provided instructions to return the kit for a store credit. We will issue a credit once the parts are returned. This store credit can be used for anything in our catalog and will be valid for one year from the date of issue.Please remove this complaint from our queue.

This
customer reports that we shipped him what was ordered but that it
will not fit. We don't mind taking back parts within 30 days, but as
our Help page explains, to receive credit a returned part must be
complete and in its original, unmarked manufacturer's packaging.
Since the customer no...

longer has the original part box, this part is
not returnable for a refund.

Mr. [redacted] is eligible to receive a replacement part under warranty. Since he used the first box to send back his core (old part), he will need to place a new order to receive a new box and his new instrument cluster. He will then return the defective instrument cluster in the new box in the new...

order, to receive reimbursement for having purchased the replacement part. Mr. [redacted]’s core refund was not being held in relation to this. Instrument cluster cores are returned directly to the manufacturer, so we do not know they’re back and cannot provide timely credit unless the customer provides us with return tracking showing delivery confirmation. Mr [redacted] called us on January 11, 2016 with that information, and his refund was issued back to his VISA on Jaunary 13, 2016.

On 5/30, Mr. [redacted] ordered a "standard type" tail lamp assembly for his 2007 Mazda 6. The part shown in the image is not tinted black.On 6/11, Mr. [redacted] contacted us to report that he intended on purchasing the "sport type" tail lamp we sell for his car, which is tinted black. We invited him to...

return the part he ordered for a refund and purchase the part he wanted. However, and as our Help page notes, shipping is not refundable unless the return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns).

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]

We are sorry Mr. [redacted] chose to install the defective part he received instead of return it for a free replacement. We offer him no other solution. This response concludes our correspondence with him.

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Address: 33505 W 14 Mile Rd, Farmington, Florida, United States, 48331

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