Natural Talent

On 2/20, Mr. [redacted] went to our Order Status & Returns page to arrange a warranty replacement for his starter motor. We authorized his request and provided replacement instructions.On 2/21, he placed a new order for the same part. He returned it on 3/6. We issued his full refund on 3/12.

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.I feel this is unfair practice by Rock Auto.  I understand the 30 day window to return parts, if it were my fault.  But, this incident was not my fault.  I ordered the correct part.  Rock Auto shipped me a useless item in the box.  This is an unfair business practice.  They are taking advantage of me, as the consumer, and I am powerless to do anything about it.  While my car was in the shop, the mechanic called to tell me the correct part number was ordered but Rock Auto sent the wrong part in the box.  I had to pay double for the mechanic to source the correct part.  I should actually be requesting the full $130 it wound up costing me to get the part!!P.S.  My father in law is an avid customer of Rock Auto.  He told me depending on how your company handles this situation, he will cease spending money with you.  So far, you are trending the wrong way.  I pray you consider how you treat others.
Regards,
[redacted]

On 2/10, Mr. [redacted] went to our Order Status & Returns page to report that he received the wrong part. We asked if he could supply photos of the problem right away or at a later time. He selected the option to supply photos right away. He did not send us photos.On 2/21, he contacted us to report...

the problem again. Later that day, he contacted us again to report that the part he received was actually correct.To the best of our knowledge, Mr. [redacted] received the part he ordered.

We are sorry this customer's catalytic converters did not fit his truck. He reported the problem online using our Order Status & Returns page and we provided return instructions with a prepaid shipping label. FedEx returned the parts to our warehouse on Tuesday 12/20 and we issued a refund the...

next day, Wednesday 12/21. As our Help page explains (http://www.rockauto.com/help/?page=4#Returns), RockAuto is not responsible for any costs exceeding the cost of the part.

Mr. [redacted] purchased front and rear rotors listed as 12.6" and 13.98" diameters, respectively. Other sizes were also displayed for his 2006 Cadillac CTS. As our Help page explains, all parts listed fit the year/make/model/engine combination you chose.  But if there are limiting factors (like...

"RWD vs. 4WD", "2-door vs. 4-door", or "w/ A.C. vs. w/o A/C"), they will be listed in the description. Please read listings carefully to ensure they match your application. If those measurements do not match his vehicle, then these parts were ordered incorrectly. 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 (http://www.rockauto.com/help/?page=4#Returns). Mr. [redacted] can use the return instructions we provided him on 6/9/16 to return the parts for a refund of the part cost.

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.]Per the business' response they stated "all parts listed fit the year/make/model/engine combination you chose"  This is a false statement.  Selecting 'Subaru', '2005', 'Legacy', 'turbocharged' on the rockauto website lists the brake rotors I ordered as fitting my vehicle.  Rockauto falsely advertised these rotors as fitting a 2005 Subaru Legacy GT, which they do not.  I have attached brake specs for the 2005 Subaru Legacy.  As you can see, these rotors will only fit on some naturally aspired or 2.5i models.  All turbocharged (Legacy GT and Legacy GT Limited models have 12.3" brakes).  No where in the description of these rotors did it say non-turbo or 2.5i limited only.  This is false advertising and when I called and emailed to ask for help because rockauto has the incorrect listing on their website I was told I was stupid.  This is unacceptable advertising and business practice.  The fault is clearly on rockauto.com and as a result I request a prepaid shipping label so I can return the product they falsely identified as correct and a full refund including original shipping.  Had the customer service representatives been professional and offered to help me out I would not be so upset.  My request is reasonable especially considering I am the victim yet have been treated as the offender by rockauto.com.  The rotors will not fit on any turbocharged 2005 Subaru Legacy and saying they do is an outright lie. 
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 feel the only reason I was contacted by Rock Auto was because I opened a case with the Revdex.com. I was clearly and very rudely told by Jeanie that the case was closed and that I would not be hearing from anyone. Prior to this call, Ben, the second support representative I spoke with, agreed that the information page was confusing. Nowhere on the page (link below) is there mention of any requirement(s) for the front rotors being dependent on the rear configuration. http://www.rockauto.com/catalog/moreinfo.php?pk=4662198&cc=1...⇄ /> I have since sent the kit back and am very disappointed with Rock Auto's unwillingness to work with me on this. 
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,
Paul [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 wasn't aware of the wrong part before installing the head gasket, because I contact them after I took the part out of my motor, and they should know what part fits my vehicle, before they sent it to me, because I provided them with my vehicle informations,and I talked to their assistant named Cory he was the one who arranged the 20$ refund and he was also the one who told me to send back just the head gasket that they would, send me new ones or another extra 69$ to get the head gasket I needed. And before I send the head gasket I contacted them asking if that's all they needed and they said yes. And after part arrived the warehouse, they told me they could not refund me because I'm missing parts. And I wonder why they don't have costumer service

I HAVE PICTURES THAT I WOULD LIKE TO ADD BUT THIS PAGE WILL NOT ALLOW ME TO ADD THEM! Revdex.com PLEASE CONTACT ME SO I CAN PROVIDE THEM TO PROVE MY CASE, I WILL PROVIDE THEM TO ROCK AUTO ALSO
Revdex.com: as I stated, my car is 100% factory, It looks like I gave them miss information on how many spline on the pinion shaft, I thought they were asking me to count the pinion and gear teeth, I did order the correct part, I installed the correct part and I have not voideed my warranty, the first picture is my vin, and the 2nd and 3rd are of the pinion and carrier with the ring gear. the last picture shows the manufacture defect, the ring and pinion have a good drive/coast pattern except in this tooth and the gear is noisy, therefore defective. if rockauto would talk to me, I could have sent them this information, but after they decided their position they cut all communication, I've bought tons of parts from them and returned some and never had this problem. if they want a picture of the spline count let me know and I can provide. I ordered the right part, I installed the right part and the problem is a manufacture defect. my car and rear end are factory. gm 10 bolt, 7.5 inches, 3.43 gears. I would appreciate it if they would warranty my purchase, if they would like to contact me they can call me and we can resolve this. I will provide whatever pictures to prove it was a proper application install. rockauto, does my vin number match what part was suppoe to have been ordered?llke I say I can provide pictures
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]

On 1/5, Ms. [redacted] went to our Order Status & Returns page to report that the remanufactured power steering pump she ordered 6/27/2017 failed under warranty. We explained how she could obtain a replacement by placing a new order for the same part and then returning the defective one for a full...

refund on her new order. She placed her replacement order on 1/6.On 1/10, she returned to our Order Status & Returns page to arrange a return for her defective part. She did not complete her return after several attempts, so we locked it for further review. We determined that she was unable to setup her return on her new order because the email address she entered when she placed the order was wrong (she entered [redacted] of [redacted]). Her mistake prevented our systems from matching her first order with her replacement order. We fixed her mistake and explained how she could proceed with obtaining return instructions to return her defective part for a refund.On 1/27, she went to our Order Status & Returns page to arrange a return on her replacement order. Instead of selecting 'Warranty', as we instructed her to do, she selected 'Core'. A "core" is a deposit customers pay up front for a remanufactured part, which is reimbursed after they return the part they are replacing. Our warehouse received the part she returned on 2/2. We refunded her the value of her core on 2/6.On 3/19, Ms. [redacted] contacted us asking that she be refunded in full for the part she returned, explaining that she returned her defective part, not her core. We explained that we could not adjust her refund. Our warehouse had already processed her return as a core a month prior, and the part was no longer in their possession.We are sorry that Ms. [redacted] chose the wrong reason for her return. Had she alerted us to her mistake before our warehouse shipped her core back to the manufacturer, we probably could have had them adjust her return and refund the full amount. Since she didn't, we cannot.

As Mr. [redacted] indicated, our Help page explains that parts are priced individually, unless stated otherwise in the listing. The fuel injector lines he ordered are listed to fit either of two locations on the engine, but are pictured individually and are not listed as "sold in pairs". He ordered and...

paid for 4 fuel injector lines. If he requires the other 4 for his vehicle, he is welcome to place a new order online. If he would like to return the 4 he received, 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 (Return Policy).

On 10/31, Mr. [redacted] went to our Order Status & Returns page to report that two of the struts he ordered 5/23 had failed. We offered to replace the parts after he returned the defective ones or to refund him for the purchase of replacements. He declined our offer, requesting a refund for both....

As our Warranties page notes, warranties offer only replacement of the defective part with another part: no cash refunds. Mr. [redacted]'s parts are still covered under warranty. He may return to our Order Status & Returns page to arrange replacements. He may not return them for a refund.

We're
sorry there was a problem with this customer's order. He reported a
problem with his part just before 5pm CST on Friday, July 3rd.
We provided a prepaid FedEx Ground return label and offered either
reshipment of the correct part using the same shipping method he
originally chose on the...

order (2 business day express) or a full
refund, including shipping, for the incorrect part. The customer
chose reshipment. We explained that since July 3rd
is a federal holiday, FedEx express services were on a
modified/reduced schedule. Further, as
our website explains we can not guarantee same-day shipment on
any order, especially orders transmitted this late in the day on a
federal holiday. Since FedEx Ground services remained open the
prepaid FedEx Ground label we provided him allowed him to drop off
the return on the 3rd.
We express shipped the correct part to him the next business day
that FedEx express services resumed (Monday) and it was delivered 2
business days later on Wednesday. As
our site explains, RockAuto is not responsible for
any costs exceeding the cost of the part, so no additional refund
will be provided.

On 1/29, Mr. [redacted] 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 and asked that he return to our Order Status & Returns page on 2/1 if he still did not have his parts.On 2/1, he returned to our...

Order Status & Returns page to report that he still did not have his parts. We offered a full refund or to have the parts shipped again. We noted the date he should expect to receive his replacements. He chose to have replacements shipped. We shipped his parts the following day and he received them on 2/7.We will not refund Mr. [redacted] for the parts he asked us to ship to him (as replacements for the parts the carrier lost). If he no longer wants the parts, he is authorized to return them until 3/3. He may obtain return instructions on our Order Status & Returns page. He is responsible for the cost of shipping them to us.We are sorry if our receptionist was less than professional. We do not offer customer service over the phone.

On Nov 7, 2017, at 12:28 PM, RockAuto Customer Service <[email protected]> wrote:Dear [redacted],Per the email we sent you and the Return Policy on our website, we cannot accept this return. We have a 30 day return policy and your order is almost 8 months old. Spectra is correct,...

refunds are issued through us, however only if it is reported to us within 30 days of the order date. We apologize that this part didn't work for your vehicle, but we cannot ask our suppliers to accept a return for a part that was sold such a long time ago.Thank you,[redacted]  RockAuto Customer ServiceRockAuto HELPhttp://www.rockauto.comrmpaille <[email protected]> wrote:I talked with Spectra Premuim Industries Inc. they say it is your responsibility for the refund. I will return the product. It is still in the original box, never installed. I will file a complaint with the Revdex.com, and post all pictures on the internet if you do not respond. Regards, Robert M Paille.Sent from my iPadOn Nov 7, 2017, at 7:22 AM, RockAuto Customer Service <[email protected]> wrote: Hello,Your order was placed more than 30 days ago. I'm sorry, but we're not able to accept a return at this time.Please see our  Return Policy on our Help page. Thank you,[redacted]  
RockAuto Customer ServiceRockAuto HELPhttp://www.rockauto.com[redacted] wrote:I have all ready installed the correct heater core. This brand will not fit into the house ing. I have contacted spectra. This will not fit a 97 Mitsubishi Eclipse 2.0 Y eng.<image3.JPG><image1.JPG>Sent from my iPadOn Nov 5, 2017, at 1:45 PM, RockAuto Customer Service <[email protected]> wrote: Dear [redacted] ,I'm very sorry you had a problem with your order ([redacted]). The part is still covered under the manufacturer's warranty for 12 months from the purchase date.The manufacturer's warranty covers replacement only. This part is not eligible for a refund. You may return your part for replacement.Please visit our Order Status & Returns page to set up a warranty return and either get a return shipping label or enter return tracking.  Once we have tracking information showing that the defective part is on its way back to us, we will reship the replacement part to you.  We will also email tracking information once the replacement has shipped.Note:  Warranties do not include shipping, but because we value our customers, RockAuto will include in your refund the cost of one-way economy shipping.For further information, please see our Help pages. Thank you,[redacted] RockAuto Customer ServiceRockAuto HELPhttp://www.rockauto.com[redacted]> wrote:The pipe bends are wrong for 97 Mitsubishi Eclipse, bought six months ago, wasgoing to install 11/04/17 how do I get my refund, Regards Robert Paille phone270-791-9517.

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 realize it is not their fault. Fed Ex lost those packages and I would like them to start a claim with Fed Ex. That is all I am asking. Fed Ex did not correctly handle those packages and I have received a verbal confirmation from them that they handled them wrong. Please start a claim with them.

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. It is clear to me that either the backing plates were packaged in the wrong box or the manufacture did not make it then to specs either way it is rock auto's responsibility to take care of their customers. I personally have spent thousands of dollars throughout the years ordering from rock auto and it just goes to show how cut throat this company is, over a $30 mistake, they refuse to make right. What is a company without customer service? If rock auto is going to sell parts they need to trust the manufacturer to not provide their customers with junk. But mistakes do happen and rock auto needs to stand behind the products that they sell. Regards, [redacted]

Rock Auto never offered any service to find or have the parts picked up. they stated FedEx was paid to deliver to the  address that I put on the order form. first when you check out on the rock auto web site it ask's if the billing address is same as the shipping the shipping address that box was check yes . there wasn't a second shipping address on the bill.  there web site also does  an address check to make sure that the carrier can deliver there so being that the address don't exist why didn't the pop up window come up saying that the carrier can't deliver there .   there is no reason that the parts didn't reach my correct address my . when the FedEx driver found that the address did't exist he could have return the parts as not able to be delivered. FedEx and Rock Auto both could have phoned or emailed me stating that the address was wrong and they needed an address correction  as my phone number and my email address was on the bill .    i do feel how ever that when you pay for parts that have a warranty and you don't owe for them that the warranty should be honored . the other issue should have no impact on something I paid for .