Natural Talent

WELL .............I KNEW THAT THIS COMPANY WAS NOT GOING TO REFUND ME, AND THIS IS NOT THERE FIRST TIME, BECAUSE I TALKED TO ANOTHER CONSUMER THAT STATE THIS HAPPEN TO THEM ALMOST THE SAME WAY...That is whats wrong with this world we live in...I know that this company received this item back on the day in question AND was SIGNED by their employee...I should not be stuck in the middle o FED X and THEM>>> [redacted]

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).

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.

We are sorry for the damaged radiator fan assembly that Mr. [redacted] received. We offered return instructions and a pre-paid label to return the part for a replacement or a refund. Mr. [redacted] decided to modify the part and install it anyway. Mrs. [redacted] called on 6/27/16 to ask about receiving a...

partial refund, and we offered $50 (38% of the cost of the fan assembly) for the trouble of modifying the mounting tabs to complete the installation. Our offer was declined, so we again explained that they can return the part for a replacement, or they can order a new fan assembly and return the broken one for a refund. Mr. and Mrs. [redacted] have return instructions and a pre-paid label to return the broken part, and we will refund for the item once it arrives.

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.
As you can see in the e-mails that I have attached, getting a direct replacement for the part was what I was trying to do in the first place, I never intended to return it for a refund originally.  But as you can see by the e-mails they kept insisting to check other things, and verify things before sending me the replacement which is covered under their 30 return period AND the manufacturers warranty as well so it was not as if they would have to cover the defective clutch kit.  So since they insisted it was the flywheel which was the problem we had to wait longer and then have it reinstalled once again only to find out that the clutch kit was defective as I was told by the mechanic to begin with.  If rockauto would have done the direct exchange on June 18th when I requested it, then (1) I would have been in their 30 return period, (2) would not have purchased a different clutch kit locally since we were willing to wait for the replacement, and (3) would not be requesting a refund at this time since they were the ones that did not want to ship me the replacement.
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.]
I returned the grill in the same packing material that it was sent to me. Also I used the shipping label provided by Rockauto and followed instructions to return. This part was not damaged on my end. Please refund my money. 
Regards,
[redacted]

On 6/22/17, Mr. [redacted] ordered a VARIOUS MFR brand grille, part number CH1200331, for a 2002 DODGE RAM 2500 PICKUP 5.9L L6 DIESEL Turbocharged. On 11/27/17, Mr. [redacted] emailed us indicating that this part did not work for his vehicle.As our Help page explains, we accept returns within 30 days...

(http://www.rockauto.com/help/?page=4#Returns ). If we make a mistake and the problem is reported within 30 days, we can offer a return for replacement or full refund. Because this customer's order is more than four months outside of the period during which we accept returns, we will not accept his return. We corrected our website catalog.

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]

This customer presents no new information in his rejection and our original message responded to this point: We are sorry that Mr. [redacted] had a problem with his order. Ford offers two different A/C compressor clutch coils for his truck, depending on whether or not it has hill descent control. Both are listed in our online catalog. He chose the larger of the two options and reported it was too large, so we believe he may have ordered incorrectly. Mr. [redacted] is not willing to answer our questions about his vehicle, so we cannot be sure why the part does not fit. If he would like to return the part, he can obtain a shipping label on our Order Status & Returns page and we will issue a refund once the part is returned.Since this customer is unwilling to answer our questions to allow us to look into this, please remove this from the queue. Thank you, [redacted] RockAuto Customer Relations

Mr. [redacted] ordered a spark plug boot. The description of the boot he ordered, part number 35-7065, explained that the engine in his vehicle uses a 2-lead wire set, part number 35-4284, and two of the 35-7065 boots. Using our Order Status & Returns page, he reported that he only received the...

35-7065 boot and that he believed he was missing the wire set and second boot. On reviewing his order, we agreed that the description in our catalog could be confusing so we we issued a full refund that same day without asking him to return the part. We updated our catalog description to avoid any future misunderstandings. We are sorry for Mr. [redacted]'s frustration and hope he gives us another chance in the future.

As our Help page explains (http://www.rockauto.com/help/?page=3#SIGNFOR), parts shipped by truck freight require a signature. They must be completely unwrapped and examined for damage before signing. If there is any damage, the customer should not sign for the package, but should instead refuse it...

and report the problem on our Order Status & Returns page. The Order Confirmation we sent when Miss [redacted] placed her order and the Shipment Confirmation email we sent when the item shipped both provided this information. Miss [redacted] called us about the damage on 8/17. Because her freight forwarder, Alaska Marine Lines, signed for and accepted the package, we filed a claim with the carrier who had 120 days to make a determination on that claim. The carrier approved the claim so we issued her refund on 10/31.

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 no more have the time and energy dealing with Rockauto that have no sense of Customer Service within their structure. In the meantime I am going to keep this communication open and will need Rockauto to process my replacements. I had gone to their website to process it but it has been declined as "NOT RETURNABLE" Have this processed together with the return shipping label. The parts that I am returning are as follows:MONROE 72216MONROE 72212 MOOG K80925KYB SM5485KYB SM5423MONROE 909943Please note: I will require the replacement struts in their ORIGINAL packaging, unlike the previous ones that were shipped to me outside their original boxes
Regards,
[redacted]

RockAuto staff are not mechanics nor technicians. We cannot and will not recommend parts to customers. This customer ordered fuel lines listed for the front, but emailed us that he needed rear fuel lines. As our Help page explains, every part we sell may be returned within 30 days for a refund of...

the part price, but shipping charges are not refundable unless the return is due to our mistake. We provided Mr. [redacted] with return instructions and a refund will be issued once the parts are returned to us

and the dispute with his credit card company
dropped.

Mr. [redacted] used our optional “Returning Customers” feature, which is designed to use the address from your previous order. We are sorry that he did not realize how this feature worked. As our Help page explains shipping charges are not refundable unless the return is due to our mistake.Our Help page...

shows how to set up a return online using our Order Status & Returns page. We explain that customers should follow the return instructions carefully, since returns may not go to the same address from which the parts came. We never recommend refusing a shipment, as Mr. [redacted] did, and it would be impossible to list the hundreds of ways a return may go wrong if a customer neglects to follow the instructions we provide online. In the case of Mr. [redacted]’s order, refusing the package returned the part to the manufacturer who charged us a 25% restocking fee. His refund of $191.24 (Part: $254.99 - Re-Stocking Fee: $63.75) is correct.

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]

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.]
The problem is that the response is most likely truthful because it is coming from someone that is sitting in an office and is checking their records. It is not coming from someone that has physically gone and checked to see if my caliper is there. It seems to me that this situation is impossible and that my money, and my caliper, are just stolen. When they received my 4 calipers and checked their site and saw that 4 labels were used, they could've let me know that one was missing if it were. Maybe then I could've jumped on it immediately. The first person I contacted stated that he saw that I received the 4th label but didn't use it even though it was used the same way as the 2nd label was used in the first box. Someone could at least have told me the box  was damaged or something. If everyone is honest there and nothing went wrong, my caliper is just sitting there. I just won't be buying anything from RockAuto again.Thanks,
[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.  I have resolved this issue with rock Auto and received a full refund.  Thanks

[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.]  Recognizing the proliferation of overseas manufacturers today, I understand RockAuto's perspective regarding the compatibility of parts.  None the less, they advertised a very specific product, which was identified in their catalog with a photograph, the url of which is shown below.    http://www.rockauto.com/catalog/moreinfo.php?pk=3549804&cc=1195477&jnid=...⇄ part I received did not match their catalog photo of a fan clutch that undeniably showed it to be manufactured by Sachs in Germany.  When I first questioned RockAuto regarding this contradiction their response was, in part, as follows"The shipping location verifies that all their stock matches each other, and their stock matches the catalog description and the photo in the catalog. Both the 1042000122 and 1032000422 numbers are listed in the Alternate/OEM Part numbers in the catalog listing, and it was manufactured in Germany. Therefore the part is exactly intended to replace your Mercedes' Fan Clutch."The above statement suggests that the shipping location is not aware of the catalog contents, and that they are not familiar with the part manufacturers.    It also states that their stock matches the photo in the catalog.  Based on the part I received, this is not the case.  A subsequent response from a different person at RockAuto included the following."I have reviewed this situation as well as the pictures that you sent in.  The pictures show that the part you received matches what we show on the catalog in terms of fitment and function.  When you ordered the part it noted that it was a Private Label Package.  This means that the part will arrive in a box that may not be the manufacturer's box."Fitment, function, and packaging are not the issue.  The issue is that RockAuto advertised a specific part and illustrated the ad with a photo of a part that clearly was manufactured by a specific manufacturer, Sachs, in Germany.  They did not send the advertised part, but instead substitued an equivalent part manufactured by Hamburg-Technic in China.  They advertised "A", I ordered and paid for "A", but I received "B".  This clearly demonstrates a policy of deceptive and false advertising.In my complaint I asked that RockAuto credit my PayPal account for my outstanding credit balance related to my unsatisfactory purchases.  As of 1018 hrs, 30 July 2015 this has not happened. 
[redacted]