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As our Help page explains (http://www.rockauto.com/help/?page=4#DIFFCO), sometimes manufacturers buy parts from other manufacturers and re-sell them as their own. In doing so, they declare the quality of the part worthy of their name and stand behind the product with their warranty. We have no...

control over manufacturer supply chains. We spoke to a technician from Denso who explained that they do not manufacture fuel pump modules for Chrysler vehicles. Among these vehicles is Mr. [redacted]'s Dodge pickup truck. Denso sources fuel pumps for these vehicles from the original equipment supplier, ensuring they meet strict specifications. Walbro manufactured the original pump for Mr. [redacted]'s vehicle, so Denso sourced their pump from Walbro. We issued a refund on 11/3, but as our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistake.

Dear Sir, I have sent the defective caliper back to Rockauto with a note in which I told them that they had sent me a defective caliper and that I wanted a complete refund or a new caliper.They sent a message back that they had received the caliper and I only get the core money refunded (not...

the complete caliper). No warranty at all. Thank for your mediation. Best regards,

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.

Apologies for the delay in confirmation. My request for charge back with CC was accepted and I have received my money back. Please make sure this case is available in open on Revdex.com so that other buyers can see the handling of this case by the business prior to filing the dispute.Thank you!

On 1/3, an individual placed order, referencing both a different name and address for billing and shipping. Suspecting that the owner of the card used to pay for the order was not aware of the purchase, we declined the payment the bank authorized. We immediately sent an email to the email address...

noted in the order requesting a guaranteed form of payment to continue processing the order. Having received no response after attempting to contact the card holder on three occasions, we chose not to review the order further.We have not and will not process and ship this order. We did not charge this customer's card, so there is nothing for us to refund. The amount the bank initially authorized for the purchase will be returned to the account owner at a time of the bank's choosing.

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.]
This is a total lie. Not only did I call the “corporate receptionist “ but my bank also called them and this person told us both there was nothing they can do to help. My issue was resolved when my bank reversed the charge so I really don’t care at this point but if the company actually believes what they are saying then they really have no idea what is going on in their own company. Which is really pretty stupid because not onot is the victim penalized by having no way to resolve stolen identity in the end the company gets stuck mailing out parts that will never be paid for. Kudos to management!  Please forward this to whomever sent the response and close out the complaint. 
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 understand that the manufacturers catalog only lists a singe part number.   What CARDONE and ROCKAUTO refuse to recognize is both of their online catalogs are incorrect.  Since they will not look at other sites, or correct parts catalogs, how can they be convinced?  Who will make them correct this life-safety mistake before someone is killed by their carelessness?
Regards,
[redacted]

Mr. [redacted] requested a store credit refund for order number [redacted]. He then paid for his next order, number [redacted], using that store credit. He returned his old part (core) on that new order and we issued credit for the core charge back as store credit. We cannot issue a refund for one order...

([redacted]) to the payment method of another order ([redacted]).

RockAuto does not offer customer service over the phone. Our Help page (http://www.rockauto.com/help/?page=1) explains how to find and choose parts, as well as how to place an order. For help with existing orders, our Order Status & Returns page (http://www.rockauto.com/orderstatus) can provide...

immediate solutions 24/7, without the need for multiple emails or waiting on hold. All of the information we have is shown in our online catalog and self-service helps keep our prices low for everyone!We cannot refund Mr. [redacted] simply because he disagrees with how we serve our customers. The most recent order linked to the email the Revdex.com provided was placed 8/22, which is passed our 30 day return policy (http://www.rockauto.com/help/?page=4#Returns). If he has a warranty problem, he must report it on our Order Status & Returns page to receive a resolution.

This
customer ordered a clutch kit 5/22/15 and was shipped what he
ordered. On 6/18 he reported it was installed and looked correct, but
that it was not shifting correctly and he requested a replacement.
The manufacturer specified that there are many reasons
that the transmission may not shift...

into gear - some are clutch
related and some are not – and that it was necessary to replace the
flywheel to ensure proper function.We then received a few
contradictory versions of what happened from the customer. After
previously stating the part was installed and looked correct, the
customer next reported that the part did not
look correct but that it was installed. If the part didn't look
correct, it should not have been forced to fit as
our site reminds customers. The customer then changed the story
to say that the part was not installed and did not look correct. On
6/19, we provided return instructions for full refund with an
expiration date of 7/2/15.
Nine
days after our return instructions expired and 25 days outside our
return window, the customer again asked to return the part for a
refund. Since the part is now outside our stated return policy and
past our stated return instructions' expiration date, the customer is
welcome to pursue a part-for-part replacement under the
manufacturer's warranty but can not return this for refund. Our
Warranties page explains 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).
Our idea to sell a replacement part locally was suggested based upon
the customer's statement that he had already replaced the part.
Should the customer wish to pursue warranty part-for-part replacement
he can contact our customer service department at
[email protected].

Revdex.com:Rock auto has shown in their responses that they do not care about their customers and do not back up the products they sell. If a product they sell is faulty it is their responsibility to take ownership and contact the manufacturer,  especially when such extensive collateral damage occurs. Their response is to give store credit. Noone would want store credit from a company that sells faulty products and leaves the purchaser to fend for them self when collateral damage is caused. Rock auto should take ownership for what they sell and settle with the manufacturer in this case. They should not leave me to demonstrate and make countless phone calls to right the wrong for a product they sell. This is a poor buisiness ethic they stand by.
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 12/10/2015, Mr. [redacted] ordered a TYC brand alternator, part number 213958. This part carries a "Limited Lifetime" warranty, as shown in the product listing, and on our warranties page (http://www.rockauto.com/docs/warranty.php).On 8/18/16, he filed a warranty claim for this part on our Order...

Status and Returns page. He emailed us to inquire whether the part was eligible for a refund later that day. We informed him that this part was not eligible for a refund, and explained his warranty replacement options.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).We presented two options to replace his defective alternator under warranty: 1) Return the defective part, and have RockAuto ship an exact replacement to the address on his order 2) Place a new order for the same part he originally ordered, and return the defective unit for a refund of the replacement part cost. He replied to this message demanding an immediate refund.As a courtesy, we made arrangements for him to pursue the second replacement option noted above, but he declined to pursue his warranty claim. On 11/18/17, he re-initiated his warranty claim on our Order Status and Returns page, but canceled the claim moments after he started.We offer Mr. [redacted] no refunds. He may arrange a warranty replacement on our Order Status & Returns page.

On 8/16 at 6:31pm CST, an individual fraudulently used Mr. [redacted]'s credit card information to order parts we had to special order from the manufacturer. We did not know the order was placed fraudulently at that time. We submitted the order to the manufacturer 13 minutes later. This particular...

manufacturer cannot cancel an order after it has been submitted, nor do they supply tracking information instantly (we did not get tracking for the order until it was already on the truck for delivery).On 8/17 at 11:28am, a member of our credit department received notice that there was suspicion of fraud. He contacted Mr. [redacted], who confirmed he did not place the order. We are sorry if that individual told Mr. [redacted] that his order could be canceled; it had already been special ordered with the manufacturer, so cancellation was not possible.Mr. [redacted] contacted us a few minutes later and the individual with whom he spoke indicated the order could not be canceled. We don't know why he thinks that she told him otherwise.We are sorry Mr. [redacted] is a victim of credit card theft. But we cannot refund him for parts we shipped in good faith and are no where to be found. He may have recourse with Visa and/or his bank.

[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], although Rock Auto's response is incorrect I am satisfied with the refund amount.  Note that I received two separate refunds, one for 6.68 and one for 15.36.  It is amazing to me that this company still refuses to accept any wrongdoing.  In their response they admitted to receiving the replacement parts back from my Virginia address; the fact that they were willing to accept the parts without contacting me for resolution is indicative of their shady business practices.  They are sorry that FedEx couldn't help me; however they are not sorry that they would not and refused to help when they could have.  I can only hope that eventually Rock Auto goes out of business.  I consider this matter closed, I appreciate your assistance.
Regards,
[redacted]

On 2/8, Ms. [redacted] ordered parts totaling $407.27. Her bank authorized the purchase and held the funds from her account. We do not capture funds banks make available to us until an order ships, as our Help page explains (http://www.rockauto.com/help/?page=4#CHARGETWICE).On 2/9, she went to our...

Order Status & Returns page to cancel two of the parts because we did not have them in stock. We adjusted her total to $271.70. Her parts shipped later that afternoon, and we captured just $271.70 from the bank's initial authorization of $407.27.We owe Ms. [redacted] no refund. Any balance from her bank's initial authorization that was not used to pay for the parts she ordered will be returned to her account at a time of her bank's choosing.

I have received email contact from the company and they are resolving the issue.

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 contacted Bendix and they told me to file the claim with Rock Auto and at no time was I told it was not covered.  These Rotors were defective from when I received them.  Your Page says 12 month/12,000 mile warranty.  I have attached the email that was sent to me from Bendix.  If I would have purchased this from my local auto parts they would have not given me any problems changing them.  LESSON LEARNED!!!! 
Regards,
[redacted]

We are sorry that Ms. [redacted]'s vehicle reports an error code, but converters that fail due to a performance defect are relatively rare. Typically, a performance failure is due to a problem with the vehicle's engine management system, causing the fuel to burn too rich which breaks down the catalytic...

converter and doesn’t allow it to function properly. Excessive carbon and soot can also lower the efficiency of the converter. 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.When Ms. [redacted] called on 7/5, she told us that she had written documentation of the failure from her mechanic. She said that she would send this documentation via email so that we could confirm if the failure would be covered under the manufacturer's warranty. We also requested this documentation by email, but we have not yet received a response. Once Ms [redacted] provides this information, we can proceed with warranty options, if covered.

On 5/9, Mr. [redacted] ordered a crankshaft for his car. The crankshaft was $345.79, which included a $125.00 "core" deposit which we would reimburse upon receiving Mr. [redacted] original crankshaft (his core). Our advertisement links to a page which explains what a core is and how one can recover his...

core deposit. That page says:"Your core does not need to be working (if it worked, you wouldn't have replaced it) but you will not receive core credit if it is smashed, rusted solid, or otherwise unusable."The manufacturer of the part includes a flyer inside of the box which notes "Cores returned for credit must be usable." It also says that no credit will be issued if the core "has multiple journals that have failed and are damaged to the point that they cannot be ground to .030".On 5/19, Mr. [redacted] went to our Order Status & Returns page to arrange his core return. On 5/26, our warehouse notified us that Mr. [redacted]'s core was not usable because 3 of the journals were worn beyond .030". We notified Mr. [redacted] that his core was not refundable and asked if he wanted it returned at his expense. He has yet to tell us what he wants us to do with the part.