Natural Talent

We are sorry for the inconvenience Mr. [redacted] experienced. We canceled his
store credit and he will receive a refund for the full amount he paid
initially less the cost of the return label he used (a total of $42.74)
shortly. The refund will be issued to the credit card he used to pay for
the order.

On 9/25/2016, Ms. [redacted] ordered parts for a 2 door Sebring despite owning a 4 door Sebring. On 6/11/2017, she contacted us asking if she could return the parts for a refund. As our Help page notes, parts may be returned for a refund within 30 days of the initial purchase (a policy which applies...

equally to all of our customers). Ms. [redacted] did not contact us within 30 days, so she may not return her parts for a refund.

I explained to them what happened and even went to where I got the part installed and got the receipt when I told rock auto I had the receipt they told me time had already passed to return the part

[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] I have already begun the return process and will continue doing business with them and will be ordering new injectors with the credit that they will give me for the return. The reman injectors from anywhere are not completely rebuilt and the industry should make it known that these injectors are not completely rebuilt.

On 7/19/2016, Mr. [redacted] purchased a passenger side Moog control arm for
a 2000 Cadillac Escalade. On 7/27/2016, he ordered a driver side Moog
control arm for a 2000 Cadillac Escalade.
On 2/23/2017, Mr. [redacted] called to report that his vehicle could not be
aligned because the control arms...

he ordered did not have the correct
bushings. He asked to return the products for a refund. Our
representative explained that we will not accept returns of parts which
have been installed, as our Help page explains
(http://www.rockauto.com/help/?page=4#Returns ). Moog, the manufacturer,
offers a 36 month warranty for the control arms Mr. [redacted] purchased.
Our representative explained Mr. [redacted]'s warranty replacement options,
which were to return the defective products for replacements or place a
new order for replacements and, once received, return the defective ones
for a full refund. Mr. [redacted] refused both options and requested a
refund. Our representative explained that warranties offer only
replacement of the defective part with another part: no cash refunds
(http://www.rockauto.com/docs/warranty). Mr. [redacted] requested to speak
with a supervisor. We are sorry if our representative was less than
professional and that his supervisor did not call Mr. [redacted] back as he
requested.
On 3/6/2017, Mr. [redacted] reported his problem again, but this time on our
Order Status & Returns page. In that report, he said he installed
the control arms on a 1995 Chevrolet Blazer, which the control arms he
ordered do not fit. Our Order Status & Returns page told Mr. [redacted]
that warranties only apply to the vehicles for which parts are listed in
our catalog (http://www.rockauto.com/docs/warranty).
Minutes later, Mr. [redacted] called to ask if he may return the control
arms he purchased for a refund, indicating they had never been
installed. Our representative told Mr. [redacted] that parts may only be
returned for a refund within 30 days of the initial purchase
(http://www.rockauto.com/help/?page=4#Returns). Our representative also
reminded Mr. [redacted] of his warranty replacement options, but cautioned
that warranties apply only if products are defective.
Mr. [redacted]'s complaint notes that he gave the parts he
purchased from us to the manufacturer and they sent him replacements. We
are not sure why he didn't use those new parts. But we are not going to
buy those parts from him.

Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product (http://www.rockauto.com/docs/warranty.php). We confirmed that the 1/16" gap between the hub and the inner hole would not cause a functional or safety issue. If the 4 lug nuts on the wheel were torqued to spec, it would be secure and not fall off the vehicle. If this customer experienced an issue with the wheels after proper installation, this failure would have fallen under the manufacturer's warranty, not the mechanic's responsibility.

[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]

On 6/17, Mr. [redacted] went to our Order Status & Returns page to report that the part he received did not fit. When asked if the part had been installed, he said "No, the part was not installed on my vehicle." We offered to have the part returned at his expense for a refund. He accepted our offer...

and returned the part.On 6/21, our warehouse reported that the part Mr. [redacted] returned had been installed. Our representative called Mr. [redacted] to report that we could not accept his return and offered to return his part for free. Mr. [redacted] said he had no use for the part, so our warehouse discarded it. He also told us that his mechanic knew the part would not fit, but chose to install it anyway. As our Help page notes, we will not accept returns of parts that have been installed unless they failed under warranty (http://www.rockauto.com/help/?page=4#Returns). We don't know why the oxygen sensor Mr. [redacted] ordered did not fit his vehicle despite the manufacturer saying it should (we've sold this part more than 100 times and no other customer has reported a problem with its fit). Had he not installed the part, we would have been happy to provide a refund or replacement.

Our Warranties page explains that, like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: no cash refunds,...

shipping costs, or other expenses (http://www.rockauto.com/docs/warranty.php). As a courtesy to our customers, RockAuto covers one direction of 2-way shipping when providing a warranty replacement part. Though he is not eligible for a refund on his original order, Mr. [redacted] is eligible for a replacement part under the warranty. He was directed to place a new order to get the replacement part shipped and that he would receive a refund for the replacement part and outbound shipping, once the faulty unit was returned. He would simply need to cover the return shipping cost. Mr. [redacted] chose to order his replacement part along with another item, and used a 5% discount coupon. When we refunded him for the outbound shipping, we refunded a portion of it, based on the incremental increase when multiple items are shipped together. He also chose to generate a return-shipping label using our FedEx Ground service, and approved that cost to be deducted from his refund. The credit itemization is as follows: Part: $8.05 + Original Shipping: $0.06 - Return Shipping Deduction: $6.62 - Discount: $0.40 = $1.09. No further refund is owed.

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 (http://www.rockauto.com/docs/warranty.php). Mr. [redacted] has been provided with instructions on how to receive a warranty replacement part.

The response by Rockauto is not true, and because of their fighting me over money that they owe me of $208.38, I have found in my records that they did not also,, return my $50.00 less return shipping, of the Carburetor Core... Rockauto states that I waited 6 months to return a part and then demand my money back is a lie. I returned the wrong carburetor they sent me and ordered another. Both times it was put on my discover card. I got my Core Charge back for the correct carburetor that was ordered 1/20/2017. But I never got my Core charge money returned from the first or that I placed on 1/15/2017 , which is the Carburetor that was put on Store Credit, Plus they did not give me my core return either. So now the amount that Rockauto owes me has risen bu another $50.00. This company's policies are the worst I have ever dealt with and I have been a customer since 2011, and the fact that they are lying to the Revdex.com in their response to the Revdex.com and trying to make their actions look proper and they have caused me more trouble in getting this straight. I do not accept Rockautos explanation because it is not true... I have the paper trail to prove it. I would like to explain this to the Revdex.com if you would call me. Thank you for your help in this matter.

Mr. [redacted] returned the two ball joints and set of coil springs in one box. USPS damaged the shipment and the ball joints were lost in transit. Because this return was not shipped on our account, we directed Mr. Mccancles to file a claim with USPS. Our warehouse disposed of theparts and packaging away without photographing the damage, so he was unable to file a claim. In reviewing the order, we recognized this as our error. We issued a refund for the coil springs on 11/15 and a refund for the ball joints on 12/19. We are sorry for Mr. [redacted]' frustration and hope he gives us another chance in the future.

As our Warranties page explains, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product to get a replacement part. Mr. [redacted] ordered ACDELCO part #[redacted], listed in our catalog for vehicles with option code JB7, JD5, JD6, or JD7, yet he...

has JB5. ACDELCO confirmed that the part Mr. [redacted] needs, #[redacted], is discontinued and, therefore, it is no longer listed in our catalog. We are sorry the part he purchased didn’t perform well, but the warranty on this part was voided when it was installed on a vehicle for which it was not designed. Mr. [redacted] is not eligible for a replacement under the manufacturer’s warranty and, as our Help page explains, we will not issue refunds for parts that have been installed or modified.

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. 
Tell RockAuto thank you for looking into this and making the correction. I will get the replacement engine on order shortly. I've used them for years in rebuilding multiple vehicles and have always been happy, this caught me by surprise when they wouldn't even respond to emails after they felt the case was closed.Thanks again,[redacted]

This customer ordered parts 7/16/15 and
chose USPS priority mail for shipping. The USPS delivered this to the
customer on 7/27/15 according to their tracking information
(9405510200847061137148). We're sorry if the USPS temporarily
misrouted the order causing any delay. If the customer would...

like to
return the parts, he's welcome to set up a return on our Order
Status and Returns page for a refund.

We have reset Mr. [redacted]'s returns so that he is able to request the
warranty replacements that he seeks. However, we must remind Mr. [redacted]
that warranties offer replacement only if the product
is found to be defective in materials or workmanship, according to the
provisions of the manufacturer's warranty. Parts that are returned for
warranty replacement are inspected to verify claims of defect. He may
proceed with his warranty claims on our Order Status and Returns page.

Revdex.com: In regards to my refund options that I did refuse, I refused only because I can not take defective parts off and return to wait days until a new product delivery. I do have work and can not take weeks off to keep "fixing" the problems. I needed new parts to put on right after the others were taken off so my vehicle would be drivable. They would not even do store credit so I could purchase at the same time as returned. They were not trying to work with me and my problem. I did go out of my way to reach out to the manufacturer, got the replacement parts to try to get a refund then. They still refused and would not accept for refund. I refuse to put something that already had a defect problem back on to my vehicle only to get the same outcome in a few months. I also never reported installing anything on a 1995 Chevy Blazer, which I don't have. All I wanted out of this was my right to a refund. They were defective parts, not my fault. I should not have such an issue getting a return. They do not have customer service skills on dealing with these issues, nor the skills on talking to anyone in general. They are rude and do not return phone calls when they say they will do so. No communication whatsoever. They will no longer get my business that's for sure.
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 dismounted tires, rotors and my old caliper from my car, then I took the new caliper I ordered and prepared to install it. Before I installed the new caliper, the attached screw was broken. At this moment, I believe the best solution for me is to fix the broken new caliper and install it. Otherwise, I have to spend lots of labor cost to put old parts back, and waste probably a couple of weeks to replace the order. That is not an option for me because I need to use the car asap and my labor is not free.So, the company said I should send the broken part back to them and get a new one, that is not reasonable for me in the case I described above. That is why I reject it.

We are sorry Mr. [redacted] did not receive his package when he hoped! He ordered Wednesday evening 6/7 and chose SmartMail shipping. We shipped his part the following morning, and he received it in 7 business days on 6/17.We are not sure why DHL took 7 days to deliver this package, but SmartMail does...

not offer guaranteed delivery times. If customers need a shipment by a certain day, we offer guaranteed Express methods for most shipments.

On 11/9, Mr. [redacted] went to our Order Status & Returns page to arrange Core returns for four calipers he ordered (a "Core" is a deposit he paid up front which is refunded after he returns the parts he is replacing). We authorized his returns. Rather than generate one return label with which he...

could return all four cores, he generated four separate labels. On, 11/27, our warehouse reported receiving two of the cores in one box. We refunded Mr. [redacted] for both less the cost of the return label he used. On 11/29, our warehouse reported receiving one of the other cores. We refunded him for that part less the cost of the label he used. Our warehouse has yet to report receiving another part. If his other core does turn up, we will refund him for it. But we cannot refund him for a part we have no record of receiving.