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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The tie Rod fits the 1956, but is not available on the site. the only way to get one is to order under 1957. the same tie rod is the same up till 1974. when it was not usable as in the Moog box said nothing about self taping I want to talk to someone and see if it could be returned. I was told to go on line and file a return etc. the five questions I answered truthfully and was told it was not to be returned.....and had no way to ask what next. the repair was time sensitive and the process was going to be weeks to correct.
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 packed the window myself, which was never taken out of the box, only lifted part way, when I realized it was not the right size.  The mistake in chipping the glass had to have been made at the warehouse.    
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.
It is not my problem that RockAuto is confused. There is no new information for me to provide. RockAuto is just passing the burden onto the customer. The evidence clearly shows that they assured I would be refunded in full for placing a new order in exchange for returning the defective part. Nowhere do they state when the part was required to be returned. I want the refund for the full amount of $134.69 ($122.29 plus $12.40 S&H) in exchange for returning the part. I don't think my proposed solution is unreasonable. Because they are reneging on their word and have deceptive business practices, I am now escalating the matter to DATCP and the State Attorney General's Office.
Regards,
[redacted]

Mr. [redacted] his order on 9/20, but did not provide valid payment information. We requested an alternative payment method, but he refused. Since we did not receive payment for this order, it was not processed or shipped. Mr. [redacted]' card was not charged.

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.An address "change" was never requesree, I contacted FedEx after the second part was shipped out and FedEx indeed stated the shipper had the correct address and I had to contact the shipper to have the shipper contact FedEx to update it. Why hasn't a lost package claim been opened with FedEx for the second part shipped out? FedEx will not open it when I call because I am the receiver. What happens now? Why isn't FedEx looking into this? I paid for a product that the store's chosen shipping courier did not successfully deliver to me correctly and just because FedEx states they delivered the product does not mean they did kot just throw the package anywhere and the driver marked it as deliveres.why isn't there any proof of where the product was left? This is unjustified and the store still owes me the product I paid for regardless of what the shipping courier of their choice was. This is a matter between Rock Auto and FedEx to figure out why FedEx incorrectly delicered the package. I still do not have the product, of course the store got paid, and now what? All I get is an apology? How is this in anyway professional? If Rock Auto will not refund me that is fine I still need the part I ordered and would settle with the part being shipped to my "Billing Address" on file. Look at your order records, I've ordered before and never had issues until now. 
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 completed the online return request within 30 days, but their computer did not complete it.  I wanted to talk to a real person, but that is not an option with them.  They never called me to tell me that there were problems with the online request.  Also, the manufactures warranty is 1 year, not 30 days.  The part wasn't right when I received it, so it should be under warranty. 
Regards,
[redacted]

We are sorry if our representative was less than professional. Because they have several job responsibilities, a manager is not always immediately available. Supervisors also need time to review more complicated issues before speaking to the customer. In these situations, if a customer requests a...

supervisor, our customer service will offer to have a supervisor call them back. [redacted], an employee of Mr. [redacted]'s repair shop, [redacted] Motorsports, requested a manager on Monday evening, 1/16, and a manager called her back within the hour.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 (http://www.rockauto.com/docs/warranty.php).

On 3/15, Mr. [redacted] purchased a Dorman transfer case motor. On 5/5, he contacted us to request a refund for the part under warranty. As our Help page notes, customers may arrange to have parts returned for a refund within 30 days of the purchase (http://www.rockauto.com/help/?page=4#Returns). As...

our Warranties page notes, warranty covers replacement only: no cash refunds (http://www.rockauto.com/docs/warranty). We authorized Mr. [redacted]'s warranty and sent him instructions and a prepaid FedEx return shipping label to return the part for a free replacement. He has yet to return his part.As Dorman's website notes, their limited lifetime warranty offers only replacement, not refunds (http://www.dormanproducts.com/Pages/products/warranty/index.aspx#warranty). We are not sure why a representative of Dorman would tell Mr. [redacted] otherwise. When asked on 5/23, a representative of Dorman confirmed that their stated warranty is still valid; they offer no refunds under warranty.

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 I mentioned earlier, the placement of a tiny blue picture (1/8" x 1/16") doesn't warrant enough awareness to the average online shopper that there is something unusual about this part description.  Normal/average consumer probably wouldn't go through the help page to find out what the tiny blue rectangular is for. Additionally, I have NOT see this type of system in any online shopping website.  This is VERY unusual and I'd like to see examples of other website on the Internet that has this kind of system.  Can rockauto bring some examples?? This is very obscure in my point of view. There are many big rectangular blue graphics at the Revdex.com home page.  I didn't bother to look in the help page to find out the significance of them.  I'm assuming it's just eye pleasing graphics or something else not significant.  And lack of understanding of blue squares will not effect my functional experience with my Revdex.com complaint. 
Regards,
[redacted]

We are sorry Mr. Meyer chose to install parts that were not correct for his vehicle. This message concludes our correspondence with him.

We are sorry that there was a problem with the fuel injectors Mr. [redacted] received. 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 (http://www.rockauto.com/docs/warranty.php).Because Mr. [redacted] would like to purchase new injectors to replace the remanufactured injectors he is returning, we made an exception to our warranty policy. We sent instructions to return the remanufactured fuel injectors for a store credit which will be valid for five (5) years from the date of issue and can be used to purchase new fuel injectors or anything else in the RockAuto catalog. We will issue this store credit once the parts are returned.

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 am sorry rock auto chose to send me a part that did not fit my vehicle even though they said it would. I am also sorry that I, unlike the other people rock auto has ripped off over the years, won't just lay down. Rock auto has a responsibility In situations like this to make it right. I trusted rock auto when it came to my parts needs. I trusted rock auto when they said that the part would fit my vehicle when I installed. This whole situation proves to me that rock auto is untrustworthy and also proves to me that they have zero regard for their paying customers. Regards, [redacted]

This
customer attempted to order from RockAuto (order attempt [redacted]).
As our Help
page explains and as our representative spent nearly 30 minutes
explaining repeatedly to both the man and woman that called us, we
charge a credit card when an order ships. When customers click "Place
Order,"...

we ask their bank to approve the card information and
the order total. If the bank authorizes the transaction, but the
order won't process for some other reason (for example, because the
bank told us the billing address entered doesn't match their records
as happened in this customer's case), we'll automatically send a
"void" request to the bank within 2 hours. The void request
explains that we will not charge the card.Some banks put an
immediate "hold" on the account in response to an
authorization request, but will wait hours or days to process a
"void." Pending authorizations are temporary holds by the
bank, not RockAuto, and the bank is responsible for releasing the
funds back to the customer.

Mr. [redacted] placed an order on our website on 3/9/2018 at 7:03pm CST. Our warehouse processed his order and made it ready for pickup by the carrier later that evening at 10:13pm CST, at which point we sent him a shipment notification with his tracking number.On 3/10 at 12:14am CST, Mr. [redacted] went to...

our Order Status & Returns page to arrange a return, noting he did not want the part he ordered. We authorized his return and provided return instructions.If a customer requests that his order be canceled before our warehouse has processed it for shipment, we do our best to cancel it, as our Help page notes (https://www.rockauto.com/help/?page=4#CANCEL). However, once an order has been processed for shipment (which we consider "Shipped", for all intents and purposes), it is then placed on a pallet with dozens (if not more) of other boxes, which is then secured with plastic wrap and loaded into the back of a trailer, along with dozens of other pallets. Even if a carrier has not yet scanned a package, it is not reasonable to ask our highly-automated warehouses to stop their operations to search for one box in a trailer filled with thousands, which is why we didn't offer Mr. [redacted] the option of canceling his order.Mr. [redacted] is authorized to return his order until April 13 using return instructions he can obtain on our Order Status & Returns page. Since we process and shipped the order he placed, he is responsible for the cost of returning the order. We offer him no other resolution.

We are sorry Ms. [redacted] did not receive her package when she hoped! She ordered Friday, 1/12 and chose Ground shipping. We shipped her part later that day, and she received it four business days later on 1/18. We are not sure why she expected it to arrive sooner since we showed "You should receive...

by Thursday, 1/18" in her shopping cart. In fact, her order shipped sooner than we expected, but, as her tracking number notes, delivery in her area was delayed due to inclement weather.We do not offer customer service over the phone.

Mrs. [redacted] rejected our response, but we have already explained that the part is not covered under warranty, as specified in our online catalog. We accept returns within 30 days, as our Help page explains (http://www.rockauto.com/help/?page=4#Returns). Since Mrs. [redacted]'s order shipped 79 days ago, it is not covered by RockAuto's return policy. Beyond 30 days, parts may be covered under the manufacturer's warranty. Like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product (http://www.rockauto.com/docs/warranty.php). Mrs. [redacted] ordered a Denso oxygen sensor. This manufacturer's warranty does not cover parts subject to normal wear and tear, such as oxygen sensors. Because Mrs. [redacted]'s order is outside our return policy and not covered by the manufacturer's warranty, we will not accept a return for her order.Please remove this from the queue. Thank you, [redacted] Customer Relations

We apologize for any rudeness this customer experienced from our customer service team. After our initial response was submitted, we found out that the manufacturer's warranty for spark plug wires offers limited lifetime coverage. We've updated our site from the 60 day warranty previously referenced (for which a replacement couldn't be offered) to a limited lifetime warranty for these wires, and thankfully we are able to assist this customer by offering a warranty replacement of the wires. This was offered during our last phone conversation, but to clarify the customer can take one of the two following options:1. Place a new order for the same brand and part number online. Once he has received the new part, installed it and verified that it works, he can visit our Order Status & Returns page and set up a return as Broken or Defective.  He can set up the return in the new order since we want to refund him for the amount he paid for the replacement.  2. If he’d prefer to send the part back before receiving a new one, he can visit our Order Status & Returns page. Click "Get Return Instructions" and we will provide him with information on returning the defective part for a replacement.  Once we have tracking information showing that the defective part is on it's way back to us, we'll reship the replacement part to him.  We will email tracking information once the replacement has shipped.Since this is outside our 30 day return window by several months, the customer will be responsible for return shipping costs and this can not be returned for refund (since manufacturer's warranties don't cover return for refund). However, as a courtesy we will cover the outbound ground shipping on the replacement part - this will either be refunded on the new order upon return of the defective part (option 1), or we'll reship a new part at no additional cost to the customer (option 2). We're glad the manufacturer's warranty has been clarified and that the customer has the option of replacement.

On 10/5, Ms. [redacted] went to our Order Status & Returns page to arrange a return for her power brake booster core (the deposit she paid up front to be reimbursed after returning her original part). We authorized her return and provided return instructions. On 10/8, she returned to our Order...

Status & Returns page to amend her return to one which stated she ordered the wrong part. We authorized that return in good faith that she would return the part she ordered, not her core.On 10/13, an individual in our corporate office reported that Ms. [redacted] returned her part to our office, not our warehouse, whose address was noted on both the return instructions we gave her and the return shipping label she generated online (but did not use). Our employee noted that the part received was covered in grease and rust. Further, the original manufacturer's box was covered in tape and shipping labels. As the return instructions we gave Ms. [redacted] and our Help page note, a returned part must be in its original, unmarked manufacturer's packaging (http://www.rockauto.com/help/?page=4#Returns). Our employee changed Ms. [redacted]'s return to note that the part received was her core and forwarded it to our warehouse so it could be processed for a refund.We are sorry our employee did not attempt to contact Ms. [redacted] to discuss what we found and what she wanted us to do with her part. Our warehouse no longer has her part, therefore we cannot validate whether or not it was new or return it to her. Consequently, we will refund her the $72.64 she paid for it ($68.79 + $3.85 WI sales tax). The refund will post to her VISA account within the next 2 business days.

On 7/15, we emailed Mr. [redacted] a prepaid FedEx return shipping label to return the Flooring kit he ordered for a full refund. He has yet to return it.

We apologize for the frustration this order. Mrs. [redacted] notified us on Thursday morning, 4/28/16, that there was a problem with the shipping. USPS confirmed that afternoon that the warehouse affixed the packing list displaying the return address instead of Mrs. [redacted]’s address. Though the shipping...

label was addressed correctly, the packing list confused their machines. The issue was fixed and the package sent on to the correct location. Mr. [redacted] spoke to a manager at RockAuto that evening, and we issued a refund of $5.99 for the shipping the next morning, 4/29/16. USPS successfully delivered the package on Saturday, 4/30/16.