Natural Talent

We are sorry if our representative was less than professional. On 6/26, Mr. [redacted] went to our Order Status & Returns page to report that he received the wrong parts. He later provided is Vehicle Identification Number which showed that his vehicle is a 2008 Jeep Liberty, not the 2007 model for...

which he ordered. The 2008 model requires different rotors, which we also sell on our website catalog. As our Help page notes, shipping costs are not refundable unless a return is due to our mistake (http://www.rockauto.com/help/?page=4#Returns). Since Mr. [redacted] ordered parts for a vehicle he does not own, we will refund him for the parts he is returning but we will not refund his shipping costs.

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.

Mr.
[redacted] already received a full refund of everything he paid to
RockAuto, prior to this complaint submission. As a gesture of
goodwill, we offered to reimburse the cost of installing the failed
part (calculated at $52 using manufacturer estimates of labor hours). Mr. [redacted] declined that...

offer.
RockAuto will not pay for parts he did not purchase from us or other
work done to his vehicle.

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.

Mr. T[redacted] ordered a brake pad & rotor kit for a vehicle with standard brakes and 325 mm front rotors, as specified in our online catalog. His vehicle has heavy duty brakes and 352 mm front rotors, so he ordered incorrectly. As our Help page explains...

(https://www.rockauto.com/help/?page=4#RESPSHIP), customers are responsible for return shipping costs unless they received a part number that is not what they ordered, an item arrived defective, or if the manufacturer confirms our catalog information is incorrect. We made an exception to this policy and provided Mr. T[redacted] with a pre-paid shipping label to return the parts. We issued a refund on 10/20, but as explained in our return policy (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.

The manufacturer of the product this
customer purchased offered a core refund upon return of a rebuildable
core. As our Help
page explains, cores are not refundable if they can not be
rebuilt. The core this customer
returned was inspected by the manufacturer (who specializes in...

these
products). Unfortunately, the manufacturer determined his specific
core is not rebuildable. We offered to return the core
to the customer at his expense or dispose of the not-rebuildable
core. The customer let us know it could be disposed of, so we
disposed of it. No core refund will be issued for this unusable part.

Mr. [redacted] rejected our response, but our position will not change. We were not paid for this order and so we will not issue a refund. He also references 3 business days of processing time in his refusal, but given the dates provided in our original response, was not the case. We are sorry Mr. [redacted] did not receive his packages when he hoped! He ordered Thursday 10/20 and chose Priority Mail. We shipped his order that same day and he received one package in 2 business days on Saturday 10/22 and two packages in 3 business days Monday 10/24. USPS returned the fourth package to our warehouse on 10/24. We apologize that USPS returned this package in error. Mr. [redacted] called on Monday afternoon 10/24 to inform us that this package was returned. We shipped the replacements the next morning, Tuesday 10/25, and he received them in 2 business days on Thursday 10/27. Despite one package being returned, Mr. [redacted] still received his order on time, since we showed "You should receive by Thursday, October 27, 2016" in his shopping cart and shipment confirmation. Mr. [redacted] returned two caliper cores and USPS delivered them to our warehouse on Monday 11/7. The total value of these cores was $150.00. Because Mr. [redacted] filed a PayPal dispute on 10/28, we were unable to process a refund when we received his return. PayPal provided him with a full refund of $802.41. Mr. [redacted] did not pay for his order so we will not issue any additional refund.Please remove this from the queue.

RockAuto responds to all customer calls and emails within one business day. In all of her communications via phone or email with RockAuto, Miss [redacted] never indicated that the tailgate was not the correct size for her vehicle. She left a voice mail for Jordan on 8/22 regarding her labor claim and Jordan responded to this call the same day. This is the last communication we received from Miss [redacted], aside from her Revdex.com complaint. Ford offers two different sized tailgates for Miss [redacted]' truck, depending on whether it is a flareside or styleside model. Both are listed in our online catalog. She chose the larger of the two options and reported it was too large, so we believe she may have ordered incorrectly. We accept returns of parts that have not been installed or modified within 30 days, as our Help page explains (http://www.rockauto.com/help/?page=4#Returns). Since this order shipped 121 days ago and the part has been modified / repaired, we will not accept a return for Miss [redacted]' order.

We are sorry to hear that the Vapor Canister Vent Valve/Solenoid Mr. [redacted] ordered back in January does not fit! On 3/7, he went to our Order Status & Returns page to report that the part failed under warranty. In his report, we determined that he never actually installed the part because...

it did not fit. When asked if the part's description and fitment details matched what he needed, he said "no", meaning he ordered the wrong part. Since Mr. [redacted] was seeking a replacement under the manufacturer's warranty and because he was outside of our 30 day return policy, we denied his request to return the part. We offer him no other resolution.

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.]I find that particularly an online retailer should give an accurate descriptions, because here is not just a sale over the counter, where the seller explains everything you need. After noticing that these jets did not work, I looked at the sites of other online retailers and have experienced, that these jets are only for tuned engines. But at RockAuto these nozzles was offered for a regular Trans Am Firebird without any restrictions. Here you can see the link of the third-party: [redacted] Here you can see clearly at the index tab "Application:" "stock replacement - NO" should be noted that it does not work without major modifications even with the index tab "Warnings". At RockAuto these instructions are missing completely on the contrary they have these parts described as stock replacement.
Regards,
[redacted]

They in fact referred a part and it was a wrong part so I feel I deserve my shipping return cost to be refunded.

On 4/28, Mr. [redacted] went to our Order Status & Returns page to arrange warranty replacements for shocks he purchased in July of 2014. We offered two options (the following is the message he was shown):1. Place a new order for the same part number online, then return the defective part for a...

refund of the new order. Once you get the replacement part, you will set up a return in the NEW order so we can refund you for the replacement you bought.OR2. Send the defective part back now in exchange for a replacement. Once we have tracking information showing the defective part is on its way back to us, we'll ship the replacement part to the shipping address above. If you need the new part shipped to a different address, choose option 1.He chose option 2.On 5/17, an individual who lived at the address noted in Mr. [redacted]'s order contacted us to report that they had his parts. We provided them prepaid return shipping labels and explained how to return the parts. We then emailed Mr. [redacted] an explanation of what happened and recommended he place a new order for the parts if he still needed them. We told him we would provide a refund on that new order as soon as our warehouse received the parts he arranged to have shipped to a place where he no longer resides.On 9/25, he contacted us to report that he still had not received his refund. He also mentioned that he spoke with the individuals who live at the address specified in his order and they returned the parts shortly after speaking with us in May. We followed up with our carrier, who confirmed that the shipping labels we originally sent the current residents showed no activity since the labels were first generated. We followed up with our warehouse to see if they received the parts; they did not.We are sorry Mr. [redacted] did not receive the warranty replacements he arranged back in April. But we cannot refund him for parts we sent to an address he chose and whose whereabouts are still unknown. If they arrive at our warehouse, we will provide the refund we offered in May.

RockAuto staff are not mechanics nor technicians. We cannot and will not recommend parts to customers. This customer ordered an oil pan on our website, where it was described as steel and listed for CX, DX, EX-R, EX-R SIR, LX, and Value Package versions of his 1999 HONDA CIVIC 1.6L. He contacted us...

about receiving the wrong part and told us he needed an aluminum pan, which is listed for EX and HX versions. 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 he chose to purchase a return shipping label on our website. We issued his refund on 5/23/16 for the cost of the incorrectly ordered oil pan, less the return shipping label he purchased.

I'm not sure why you're passing this customer's rejection along. We already stated in our original response, "Mr. [redacted] ordered rotors listed as 294mm (11.5") in diameter. 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." There is nothing further to respond to. He ignored the fact that they were listed as 294mm (11.5") in diameter, which was clearly listed in the catalog and our Help page explains you must read descriptions carefully for limiting factors.

On Wednesday 3/1, Mr. [redacted] ordered a fuel tank filler neck for his 1998 Buick Regal.On Monday 3/15, Mr. [redacted] reported that he was shipped the wrong part on our Order Status & Returns page. While setting up his return, Mr. [redacted] reported that he owns a 1996 Buick Regal, which the part he...

ordered will not fit. We offered him return instructions but, as our Help page explains, shipping charges are not refundable unless the return is due to our mistake (http://www.rockauto.com/help/?page=4#RESPSHIP).On Thursday 3/16, Mr. [redacted] called us to confirm he owns a 1998 Buick Regal and that the part he received does not match his original. We requested he send us pictures of what he received to verify whether or not he received what we intended for him to receive. On Tuesday 3/21, Mr. [redacted] sent photos which confirmed he did not receive the part we intended for him to receive. We provided a prepaid return shipping label. Mr. [redacted] returned the part Thursday 3/23. We issued a full refund Friday 3/31.On Monday 3/27, we called Mr. [redacted] to ask if the part originally came with a box. He confirmed that it did, but he discarded the box before confirming that the part he received was correct. We told Mr. [redacted] that we are sorry he received the wrong part, but that we cannot reimburse the amount he paid for a box, which he incurred because he discarded the one we gave him.

We are sorry Mr. [redacted] received the wrong part twice! We agree he should not be responsible for the cost to return the second part. We will refund him the $3.50 he paid to return it immediately.

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. Rockauto has admitted to falsely advertised their product and are not willing to honor their advertised product. I cannot afford to wait on returning the product and also waiting for a refund. Not only is Rockauto doing false advertising but they are also unwilling to make the problem right. I would like to keep the part and receive a full refund for all the inconvenience and stress I am having to deal with.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

This
customer communicated multiple times to our representatives that he
purchased the wrong part for his vehicle. The part purchased is
advertised on our catalog for a vehicle with 32 splines. This
customer installed the part on a vehicle with 33 splines; he
installed the part on a vehicle it...

is not advertised or intended for.
RockAuto
does not maintain personalized return statistics for its staff, so
the incentive the customer suggests our representatives have for
denying returns is unfounded. As we state on our Help
page, RockAuto staff are not mechanics and cannot provide
installation or diagnostic advice. We are a retailer, not a tech
line. For this reason, we consulted the manufacturer of the product
directly on two separate occasions to confirm whether the problem
described by the customer could be a result of the customer
installing the part on a vehicle it was not intended or advertised
for. On two separate occasions, the manufacturer confirmed that this
problem can be caused by installation on an incorrect application. We
don't mind taking back parts within 30 days, but as our Help
page explains we will not accept returns of parts that have been
installed or modified as this was.
No
referral number was provided to RockAuto staff, nor did we receive a
request from the customer to speak with the manufacture's
representative with whom we confirmed twice that the problem may have
resulted from incorrectly installing the part on the wrong
application. However, should the customer wish to hear the same
information we've received from the manufacturer directly as part of
a 3-way call between RockAuto, the manufacturer, and the customer, he
is welcome to contact us to arrange this. In accordance with the
information the manufacturer and the customer have provided, no
return or refund is authorized.