Natural Talent

On 8/11/2017, Mr [redacted] went to our Order Status & Returns page to report that the struts he ordered 2/2/failed under warrantyWe no longer carry the struts he ordered, so we offered a refund or store credit once he returned the partsHe chose store creditAs our Warranties explains, warranties do not offer reimbursement of shipping costs (http://www.rockauto.com/docs/warranty)We did, however, offer to refund his original cost of shipping He has yet to return the parts

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 business is lyingThe two parts are the exact same sizePeriodThat is based on speaking with Ford techniciansEither part would workThey sent me the wrong part and refuse to own up to their mistakeI will be notifying much more than just Revdex.comThe internet is full of reviews on this company doing the same thing to other people [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 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]

On 3/7, Mr [redacted] placed an order for auto parts on our website catalogHe chose CIBC Bill Pay as his payment method, which takes business days to clearWe do not pull parts from our inventory until we receive payment from our customersMr***'s payment cleared his bank on 3/13, at which point we sent the order to our warehouse for fulfillmentThe warehouse we initially chose to fill his order no longer had the parts he initially orderedWe were able to source the parts from another supplier, but at a much higher costWe asked Mr [redacted] if he wanted to pay the additional amount so we could source the parts he wanted from an alternate supplier or if he wanted us to cancel the parts from his orderWe received an additional payment from him on 3/14, signaling that he was ok with paying the additional amount for the parts he wantedOur warehouse process and shipped his order later that day.The second payment Mr [redacted] sent us was $USD more than we asked him to payWe issued him a refund in the form of Store Credit (which is our default refund method when a customer chooses to pay via CIBC Bill Pay).Mr [redacted] has received the parts he orderedWe offer no further refunds

No one lied to Mr [redacted] We have employees named Adam; one is a supervisor and one is notMr [redacted] reported that his auto parts arrived scratched, with the paint chippedWe suggested they might still be usable, as these parts are meant to go under the carMr [redacted] demanded replacements, so we issued him a prepaid label return label and paid the shipping to send a second setUpon receiving the replacements, he reported the new parts were scratched as wellSince it seems that we cannot meet Mr [redacted] ’s expectations for scratch-free, under-car parts, we sent another set of return instructions and a prepaid shipping label to return the parts for a refundHe will receive a refund once the parts are returned

Hands down will not ever again do business with your company again???????? Worst customer service ever! Thanks Revdex.com for your time! 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, Teresa ***

RockAuto staff are not mechanics nor techniciansWe cannot and will not recommend parts to customersThis 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 HONDA CIVIC 1.6LHe contacted us about receiving the wrong part and told us he needed an aluminum pan, which is listed for EX and HX versionsAs 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 mistakeWe provided Mr [redacted] with return instructions and he chose to purchase a return shipping label on our websiteWe issued his refund on 5/23/for the cost of the incorrectly ordered oil pan, less the return shipping label he purchased

I downloaded,all the instructions and forms,that were required for a returnThere was no options,to check stating the items were not what was advertised and would not fitI placed all info on outside of cartoon and inserted the ones requiredI paid,all return shipping costs to and fro.there is nothing else I can do to improve the shipping issueWhy does Rock Auto,or myself think if I try return again,that it would somehow meracuoisly make it through this time,when everything was packaged and labeled the way their instruments for return item was followedI now have $+ $(shipping to Canada)+ $31.50(return to me,shipping) thank you,C.S.***

Mr [redacted] purchased a thermostat listed to include the seal, and contacted us on May 26, saying he didn't receive the proper gasketBased on the picture he sent, he received the seal that is includedThe gasket he wants is not included with this thermostat, but we do sell it separatelyMr [redacted] received the thermostat and gasket that were advertised and told us he purchased the gasket elsewhere to complete his installationWe accept returns within days, as our Help page explains, but we will not accept returns of parts that have been installed or modifiedHe installed and is using the part, so he is not due a refund and we cannot pay Mr [redacted] for merchandise purchased at another retailer

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 sitethe only way to get one is to order under the same tie rod is the same up till 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 returnedI was told to go on line and file a return etcthe five questions I answered truthfully and was told it was not to be returned.....and had no way to ask what nextthe repair was time sensitive and the process was going to be weeks to correct Regards, [redacted]

Transit times and "Receive by" dates shown during checkout are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto, as our Help page explainsThis order was delivered within business days of shipment, within the carrier's standard delivery time frame The customer ordered a hood that shipped via truck freightThe order confirmation we emailed to her (sent immediately after the order was placed) stated: “PLEASE UNWRAP AND INSPECT ALL PARTS FOR DAMAGE BEFORE SIGNING for truck freight shipmentsIt is difficult to obtain compensation for damage after you have accepted the shipment.” The shipment was accepted and signed for upon delivery (see attached) at the shipping address the customer specified, indicating that the shipment was “received in good order.” The signed form reminded the recipient to “check for damage before accepting delivery; do not accept delivery if damage exists!” Later that day, the customer reported that the hood “appears to have been crushed under other pallet on truck,” indicating damage occurred during shippingWe filed a concealed damage claim with the carrier on the customer's behalf, which - as we've informed the customer already - takes up to days after the claim is open to be resolvedThe claim was opened in early July, and we are currently awaiting the results of that claimSince the customer did sign for the parts, any refund amount resulting from the concealed damage claim through the carrier is subject to the carrierWe will contact the customer when results are available and we will refund the customer whatever the carrier agrees to refund on the claim

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] While they can easily ignore my request by the 'letter' of the warranty, it is certainly not in the spirit of the warranty Nor is it in the interest of customer service or what I believed Rock Auto stood for Yes, it was purchased a number of months back, however it was just now attempted to be installedIt was purchased along with over $or additional parts to be used in restoration of an MGB Certainly not unusual to purchase parts you know will be required down the road in a project such as this If Rock Auto is willing to lose a customer over a $item when this customer has spent well over $with Rock Auto in the last months or so, well, I suppose this is their business decision I struggle with such a decision in such a competitive environment, but again their choice I understand well how a good customer can be treated and I am willing to bet that the manufacturer who supplied the part to them would surely follow the spirit of the warranty It is shameful to truly have policies such as this and sad that they profit from the unjust treatment Just as much, it is my decision to never patronize Rock Auto again and to make a point of telling others about my experience and my opinion I also struggle to believe the senior management of this organization condones the kind of treatment provided to me by their customer service team If you are laughing, send it up the chain and let's see

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.you guys partially made the situation right by refunding and letting me keep the item but it was still advertising and you did not stand behind that advertisement by not sending me the items that I messaged you aboutYes you did fix it for future customers that look at that item but still did not fulfill my order per the listing Regards, Anthony [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 Rock Auto has not resolved this issue to my satisfaction and continues to falsely advertise the parts they sell Due to the number of similar complaints from other customers, I do not feel that they will take responsibility for errors in their advertising My decision to support local business goes only so far as to support those standing behind their advertising Regards, [redacted] ***

On 8/8/2016, Mr [redacted] ordered a part by part number, not by using our vehicle catalogOn 5/25/2017, he went to our Order Status & Returns page to report that the part did not fitIn his report, he noted that he planned to install the part on a Subaru Legacy, which this part is not intended to fitAs our Help page notes, parts may be returned for a refund within days of purchase (http://www.rockauto.com/help/?page=4#Returns)Since months have passed since Mr [redacted] placed his order, we will not accept his return

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 My dispute with Rock Auto predates the throttle body, back to a defective fuel pump they sold me in May The only option they gave me at that time was a store credit, which still exists in the amount of $ This company sold me two defective fuel pumps and then failed to repair my throttle body as agreed and provided no explanation I don't consider this a reputable company and no ***er wish to do business with them I would like my store credit refunded to me 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.] Any local retailer will offer a refund for defective products The fact that they could not get me the replacement is beyond my control There was no way possible to get the parts replaced in the same time frame as locally.I do not consider this resolved, and I will refuse to do business with a company that practices this refusal to stand behind what they sellRegards, Timothy [redacted]

We are sorry to hear that this customer received the wrong part! He reported the problem on our Order Status & Returns page on 3/In his report, he noted that the product description and image matched what he needed, but was not what he received, suggesting he received the wrong part in the wrong boxWe authorized his return and provided a prepaid return shipping label to return the part for a full refund.It is true, though, that the instructions we sent him said that he must return the part in the manufacturer's box to receive a refundIf he does not have the box, he may not return the part for a refund.We appreciate him mentioning that the original part number Mevotech assigns to the part he ordered seems to be for the wrong sideWe will adjust our catalog to avoid confusion

On 10/19, Mr [redacted] ordered three parts that were shipped by a freight carrierThe order confirmation email that we sent him, before shipping these parts, stated the following: "UNWRAP AND INSPECT ALL PARTS FOR DAMAGE BEFORE SIGNING for the shipmentIf parts are damaged or missing, refuse the shipment and let us knowBy signing, you release the carrier from liability." The same message appeared on the confirmation email we sent Mr [redacted] when his order was shipped.Mr [redacted] received and signed for the freight shipment on 10/He noted no damage for any of the partsHe visited our Order Status and Returns page later that day to report that the hood he ordered had arrived damagedWe asked him if the hood was damaged during shipping, and also whether the shipping box arrived damage; he replied "Yes," to both questionsWe then asked if he refused the shipmentHe replied "No."Unfortunately, Mr [redacted] did not fully unwrap and inspect all the freight before singing for itWe filed a claim with the carrier on his behalf, citing concealed damage, but our claim was denied on the grounds that Mr [redacted] signed for the freight that he received, affirming that it was received in good condition, and noting neither damage, nor lossThe carrier's denial of our claim on Mr [redacted] behalf is consistent with the policy that we alerted him of in his order and shipment confirmation emails, respectivelyBy signing for the freight, he released the carrier of liability for the damage for which he now seeks compensation.We are sorry that the hood Mr [redacted] ordered was damaged in transit, but offer no compensation."

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 issueIf the lug nuts on the wheel were torqued to spec, it would be secure and not fall off the vehicleIf 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