Natural Talent

On 5/1, our warehouse reported that Mr [redacted] returned motor mounts without the manufacturer's packagingAs our Help page notes and as it is written on the return instructions Mr [redacted] obtained from our website on 4/21, a returned part must be in its original, unmarked manufacturer's packaging for customers to receive credit (http://www.rockauto.com/help/?page=4#Returns)On 5/2, Mr [redacted] contacted us to pay for the shipping label we used to return his motor mountsMr [redacted] admits he destroyed the manufacturer's packaging for the motor mounts he purchased; he may not return them again for a refund

Mr [redacted] placed an order on our website on 3/9/at 7:03pm CSTOur 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/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 orderedWe 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 palletsEven 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 using return instructions he can obtain on our Order Status & Returns pageSince we process and shipped the order he placed, he is responsible for the cost of returning the orderWe 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] I expected this response as RockAuto has no interest in their customers and actually I did provide some new evidenceWhere is my refund for the part that was returned brand new and unopenes?? Why did you try to profit from returning a wrong part to me? If anybody reads this, please DON'T order from this company unless you know that this is the exact part or it will cost you and waste your time like I amApparently writing the Revdex.com is futile because I don't see anything happening from my complaint [redacted]

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)MrW [redacted] purchased a dash board cover by Coverlay in February and reported his problem in OctoberWe provided warranty replacement optionsMrW [redacted] chose to place a new order, then return the defective part for a refund of the new orderAfter he placed his order for the replacement, the manufacturer updated their warranty policy to state that "uninstalled products reported defective after days of receipt will not be covered under warranty." When MrW [redacted] returned the defective part, Coverlay determined that the part warped due to not being installed within the first days and denied the warranty, per their new policyOn reviewing MrW***'s order, we found that the change occurred after Coverlay authorized the warranty replacement for his uninstalled cover and issued a full refund for MrW***'s order on 11/16.We are sorry for our mistake on MrW***'s order and hope he gives us another chance in the future

[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, *** ***

We are sorry for the trouble with Mr [redacted] 's ordersOur Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the productWarranties offer only replacement of the defective part with another part: no cash refunds, shipping costs or other expensesHe can begin the warranty process online using our Order Status & Returns page for Order #and the website will provide instructions to return the faulty part and receive a replacementThe stabilizer bar links Mr [redacted] purchased on Order #were listed as 11.80", and other sizes were also shownWhen he set up a return online using our Order Status & Returns page he stated that these parts were much longer than his originalsIf this was not the correct measurement for his car, then the incorrect parts were orderedAs our Help page explains, every part we sell may be returned within days for a refund of the part price, but shipping charges are not refundable unless the return is due to our mistakeReturn instructions to send these parts back for a refund are attached

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 belowI am sorry rock auto chose to send me a part that did not fit my vehicle even though they said it wouldI am also sorry that I, unlike the other people rock auto has ripped off over the years, won't just lay downRock auto has a responsibility In situations like this to make it rightI trusted rock auto when it came to my parts needsI trusted rock auto when they said that the part would fit my vehicle when I installedThis whole situation proves to me that rock auto is untrustworthy and also proves to me that they have zero regard for their paying customersRegards, [redacted] ***

On 11/26, Ms [redacted] visited our Order Status and Returns page to report that the alternator she ordered did not fitHer report confirmed that the part number she ordered was printed on the part box that she received, and on the alternator itselfWe asked if the description and fitment information that we list for this product matched what she neededShe replied that she was "Not Sure." Since it was not yet clear why the part would not fit, and she stated that it was not installed, we offered two alternatives: 1) Provide more information about how the part was wrong2) Return the part at her expenseShe chose the 2nd option.On 12/4, our warehouse informed us that upon inspecting this return, the unit showed tool marks, and was heavily soiledAs our Help page cautions, if a part doesn't fit, customers should not attempt to "make it fit" and risk damaging the part, their vehicle, or themselves (http://www.rockauto.com/help/?page=4#Returns)This Help page also explains that we will not accept returns of parts that have been installed or modifiedWe will not issue a refund for this part

Mr [redacted] ordered Wagner brand brake rotors, part number [redacted] This part number is listed with the following fitment details: "Front; Stud Wheel; 279mm Diameter Rotor." Each of these notes must match the customer's vehicle in order for the rotor to fitThe part number that Mr [redacted] ordered has been ordered more than one hundred times in the last six monthsOnly three customers have returned this part in the same time frame, and none of them reported a fitment issue as the reason for their returnWe receive fitment data from the manufacturers of the products we sell, and are confident that our listing is accurateIf our listing for this part number contained inaccurate fitment information, we would expect to see a far higher return rate, and a trend of fitment issuesNo such facts have been observedOn the contrary, this part number is seldom returned There is no 'fitment chart' on RockAuto.comRather, our advice to customers seeking assistance in selecting a part that will fit their vehicle is listed on our Help pageIn summary, our advice is as follows: 'Please read listings carefully to ensure they match your application...if a feature listed is not true of your vehicle , please choose a different part' (http://www.rockauto.com/help/?page=2#FITMYCAR)Mr [redacted] 's report on our Order Status and Returns page affirms that he did not follow this advice, and installed the rotors on a vehicle for which they are not not listed, and for which they are not designedWe must stress that our website is not capable of selecting a part for a customer Because the manufacturer's warranty only applies to parts that were installed on vehicles for which they are listed on our catalog, we will not accept Mr [redacted] 's return

We reviewed Mr [redacted] claim that Dorman 911-is listed incorrectly for his Toyota 4Runner with the manufacturerHe is correct; the part we list on our website will not fit his vehicle.Even though Mr [redacted] reported his problem after his day return period expired, we will make a one-time exception to allow him to return the part at our expense for a full refundWe emailed him return instructions and a prepaid FedEx return shipping label, which he can access on our Order Status & Returns page as well.We apologize for our mistake and for any inconvenience it caused him!

In the return instructions the customer used to return these products, we state: “After you've shipped the package, please enter the tracking number on our Order Status page (http://www.rockauto.com/orderstatus/)...If you are unable to enter the tracking number online, please contact us with your tracking number for assistance.” The customer did not enter return tracking information online, nor did he contact us about entering return tracking information, and when asked for it he is unable to provide itThe return location never received these parts backWithout valid tracking information, we have no idea where these parts are (still with the customer, lost by the carrier, sent to the wrong location, etc.)Since we can not refund for something we never received back, no refund is due

We are sorry that Mr [redacted] received differential bearings and seals that did not fit his vehicleHe reported the problem online using our Order Status & Returns page and when we asked him if the description and fitment details for the part match what he needs for his vehicle, he answered that he was "not sure" so we believe he may have ordered incorrectlyWe provided return instructions and issued his refunds on 1/and 1/21, but as our Help page explains ( [redacted] ), shipping charges are not refundable unless the return is due to our mistake

On 9/19, Mr [redacted] ordered a differential ring and pinion for a his Pontiac FirebirdWe list this part as a replacement for a vehicle with a "ring gear diameter" and a "spline pinion." On 12/30, he went to our Order Status and Returns page to file a warranty claim for this part, explaining he installed it, but it was not working properly We asked Mr [redacted] if the fitment information listed for the part he ordered matched what he neededHe informed us that he installed this part in a vehicle with a ring gear diameter of inches, and a pinion with splines, indicating he ordered the wrong partAs our Warranties page explains, warranty only applies if the part was installed in a vehicle for which it was listed in our catalog (http://www.rockauto.com/docs/warranty)Mr [redacted] voided the warrantyWe offer no replacement, nor refund

On 1/29/2018, MrKrimm went to our Order Status & Returns page to report that the distributor cap he ordered 5/3/failed under warrantyWe authorized his return and provided instructions on how he could obtain a replacementHe chose to place a new order for the same part and, after receiving it, return the defective one for a full refundWe issued his refund on 2/As our Warranties page notes, warranty offers only replacement of the defective part: no reimbursement of shipping costs (http://www.rockauto.com/docs/warranty).It appears Mr*** falsley claimed his part failed to obtain a free replacement for a part that did not fail under warrantyWe do not accept returns passed days for any other reason than replacement under the manufacturer's warrantyWe will not refund his shipping

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

This customer attempted to order from RockAuto (order attempt [redacted] ) As our Help page explains and as our representative spent nearly minutes explaining repeatedly to both the man and woman that called us, we charge a credit card when an order shipsWhen customers click "Place Order," we ask their bank to approve the card information and the order totalIf 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 hoursThe 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

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 Rude answer to this situationIf you have nothing to add consider the customer base your giving up on [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

We are sorry that Ms [redacted] was unsatisfied with the Catalytic Converter she purchased in November All returns for catalytic converters are subject to inspection by the manufacturer before a warranty determination can be madeConverters have no moving parts and rarely fail due to a defect Typically, a failure is due to another problem with the vehicle causing the fuel to burn too rich, which breaks down the catalytic converter and doesn’t allow it to function properlySince Ms [redacted] experienced the same problem before and after she installed the new part, it is likely that something else her car is causing converters to fail.Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the productWarranties offer only replacement of the defective part with another part (http://www.rockauto.com/docs/warranty.php)Ms [redacted] was offered two options for her warranty claim: 1) Place a new order for the same part number online, then return the defective part for a refund of that new order OR 2) Send the defective part back now in exchange for a replacementMs [redacted] selected option If she would prefer to send her converter in first, wait for the inspection, and then receive the replacement part, we can send return instructions for her to do so

On 1/22, MrMiddleton contacted us to request return authorization for parts he purchased on 4/13/We explained, as our Help page does, that parts may be returned within days of purchase for a refund (http://www.rockauto.com/help/?page=4#Returns) and denied his requestHe may not return his parts for a refund

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 The power steering unit that I sent out for rebuilt was never rebuilt This evidence I have are as provided.The first evidence was proven by a certified Volvo technician that inspected the rebuilt power steering unit I asked the unit to be inspected after purchasing a new power steering unit from Volvo The Volvo technician related the vanes were defective which kept air internally So the whining noise was not from bearing but from the air being trapped in internal moving componentsThe company that I sent the power steering unit for rebuild, ACardone, had discontinued rebuilding my specific power steering unit The facts were based on their web site, and speaking to an associate at ACardone When I asked the associate more specific information regarding the rebuilt of my unit, they immediately advised me to contact Rockauto.In my opinion, Rockautos warranty policy is fraudulent As a consumer, I was defrauded of a service provided by Rockauto, and their policy only forces the customer to run on a hamster wheel As a customer, I paid for a product to be rebuilt, when in fact it was never rebuilt ACardone claims that all rebuilt units are inspected and tested If that was the case, then my unit would have failed when it was tested Then Rockauto wanted me to follow the warranty policy and ship the power steering unit back to the same company that originally rebuilt the power steering unit Really?? If Rockauto has a dispute with who owes them money, then it should be with ACardone Rockauto should have provided customer satisfaction by giving me credit for dealing with such horrible service In my opinion, Rockauto customer service is horrible, with a bogus return/warranty policy I wish I had never purchased anything from Rockauto Regards, [redacted]