Natural Talent

[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]

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]

[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 that Mr. [redacted]'s vehicle reports an error code, but converters that fail due to a performance defect are relatively rare. Typically, a performance failure is due to a problem with the vehicle's engine management system, causing the fuel to burn too rich which breaks down the catalytic...

converter and doesn’t allow it to function properly. Excessive carbon and soot can also lower the efficiency of the converter. 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, shipping costs or other expenses. All returned converters are subject to inspection by the manufacturer to ensure that the 'failure' is covered under warranty.We offer two options to receive the warranty replacement part, as Mr. [redacted] outlined. He can place another order to get the new part right away, and then receive reimbursement for the new order if the old unit passes inspection. Alternatively, he can also send the part in for inspection and receive a replacement if the unit is deemed faulty. If he prefers the latter, he may contact us for return instructions.

[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]

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.

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.

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]

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.

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.

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 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.

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.
Ordering on the 20th, shipping on the 21st, and USPS Priority would be arrival on the 24th/25th. The job was scheduled for the 26th, your package arrived late in the afternoon on the 26th.  This is not acceptable.  Your refusal to overnight the screwed up packages is very unacceptable.  Combining that refusal with not refunding for the expedited shipping is even more ridiculous.I'm on hour 8 on the phone with Paypal to try to fix the payment, they seem to be nearly as inept with customer service as you guys are.
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.I called to order that day asking if they had a discount.  An employee told me in short that there wasn't one when clearly there was but I was unaware of its location.   Later after the store closed I found the link for the code but it was not working when I ordered.   I ordered the parts and then followed it up with an email about 8 minutes later stating the code did not work and if they can add it  They sent the parts the next day and responded to the email 3 days later.  Then stated they could not give the discount as it already shipped.   Because of the [redacted]e line, I feel they delayed in responding to the email so they did not have to give the discount.  If they didn't then at best their customer service is lacking.    
Regards,
[redacted]

This
customer ordered oil filters and an oil cooler gasket. No problem was
reported with the gasket, but unfortunately the oil filters were
incorrect due to an error in our catalog. We refunded the customer to
his original payment method for the oil filters and their associated
shipping cost...

without requiring a return. We're not sure what he's
referring to regarding us threatening a fraud charge with his credit
card company. Since the customer repeatedly threatened to charge
back/dispute his payment through his credit card company despite us
refunding him for the error, we explained we would not be able to
continue business with someone resorting to a
credit card dispute when reasonable solutions were offered.

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 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.

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.

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.