Natural Talent

Mr [redacted] rejected our response, but we already explained that we are honoring the policies that are posted on our websiteWe will not issue a refund under warrantyOur 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 (http://www.rockauto.com/docs/warranty.php).If Mr [redacted] would like to proceed with the warranty claim, we will ship a replacement once we have tracking information showing the defective part is on its way back to us

We did not falsely advertise the Dorman Door Hinge Pin & Bushings Mr [redacted] orderedAs the attached image taken from Dorman's website catalog shows, we advertise the parts how the manufacturer doesDespite Mr***'s personal knowledge of his car and the images he attached from undocumented sources, Dorman's catalog also confirms that the Door Hinge Pin & Bushing Kit for a model is different than the model (also attached)

regaring order number [redacted] .the reponse of rockauto is very wrong ;they keep going to back to the warranty .the right rear was making a sound like it had to much spring rate,they amitted that they had the wrong order number that alone is vadid for repayment installation&labor cost at $they still own me that.quit trying to pass it off too the warranty.I am sir if it was one of them,they would want there money back for installation&alignment cost.please do the right thing rockauto thank you rick ***

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 It is NOT true that the freight company contacted me in June The freight company refused my plea to deliver the item to my home and forced me to accept the product at work where it was impossible to inspect it, thus the ONLY way I would be able to have the product I wanted was to sign and accept Either the freight company or Rock Auto caused the damage with a forklift, a machine that I neither own nor used AND, whomever caused the damage, covered it with clear tape KNOWING they breached the box with a forklift and damage could have occurred, but sent it on anyway.It is possible Rock Auto could have caused the damage during their handling of the item There is no way for me to know that, nor any way for them to claim they know it was not them, unless they have video footage of their handling of the item [redacted]

We are sorry the pads Mr [redacted] ordered did not contain the hardware he expected, and that the replacement appeared to have been "molested"We provided return instructions and a pre-paid shipiping label to return the second set of brake pads when he contacted us on 6/28/A manager returned his call later that day and offered to have FedEx pick up the package as a courtesyThe package is on the way back and we will issue a refund for the cost of the brake pads and the associated shipping, within business days of deliveryWe will not try a third timeto meet Mr [redacted] 's expectations, nor provide additional compensation

Apologies for the delay in confirmationMy request for charge back with CC was accepted and I have received my money backPlease 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 7/22/16, Mrs [redacted] ordered a Cardone Select brand water pump, part number 5WThis part carries a limited lifetime warrantyAs our warranties page explains, manufacturer warranties cover replacement of the defective part with a functional unit of the same brand and part number No refunds On 12/20/17, Ms [redacted] informed us that this water pump had failed To proceed with a warranty replacement, we suggested that she order a new part of the same brand name and part number, in order to return the defective unit for a refund of the replacement's cost On 12/22/17, Ms [redacted] ordered her warranty replacement, and we authorized her return of the defective part the same dayWe received her warranty return on 1/2/18, and issued her refund on 1/Ms [redacted] 's warranty claim is completeWe offer no further compensation

On 6/16/2015, Mr [redacted] ordered a radiator which included a year warrantyOn 12/2/2016, he we went to our Order Status & Returns page to report that it failedWe offered two warranty replacement optionsThe first was to return the defective part and, once we knew it was on its way to our warehouse, we would ship a replacementThe second was to place a new order for the same radiator and, once he was ready to do so, return the defective one for a full refund on his new orderHe chose to place a new order, which he did the same dayHe later returned his defective radiator and we issued a full refund on 12/21/On 8/19/2017, he contacted us to report that his radiator failed againSince his warranty expired 6/16/2017, we told him we could not offer a refund or a replacement

[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, *** ***

When Mr [redacted] placed his order, he chose a part listed "w/o Auto Trans" in our Online CatalogSince his vehicle has automatic transmission, this part was ordred incorrectlyAs our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistakeWe will issue a refund once the parts are returned

We are sorry that Mr [redacted] 's tie rods have failedOur 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 and no reimbursement of labor costs, shipping costs or other expensesWe offered options to receive the replacement parts under warranty: Mr [redacted] may return the defective parts so we can ship replacements on the same order OR he can place a new order and be reimbursed for the part cost and outbound shipping upon return of the faulty 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 Rock Auto pointed to their help page in regards to their company policy They do make mention that discount parts cannot be substituted for regular inventory but do not specifically limit liability on incorrect inventory Simply stating stock is limited to what is on hand does not limit their liability to incorrect inventory listedStock on hand is assumed to be the inventory listed on the site Furthermore, once I paid for items listed as in stock and they accepted payment it was a legally binding contract to provide parts for said price Since regular inventory was the same part number there was no reason why it could not be substituted to fulfill legal obligation under purchase contract There is no company policy listed that states they accept no liability for inventory errors and as such they should be required to fulfill the order at agreed upon pricing Allowing them to simply state that they had an inventory error and offering me the same part at a significantly higher price will set a dangerous precedent where a discounted item deemed popular enough could have the discount removed without warning and under pretense simply to boost profits I hope that you also find that this could lead to questionable business practices not used by others in the industry I would also like Rock Auto to provide a policy link on its website and not refer to a help page as this is also not how a reputable business operates This leads to policy being buried in answers to help questions and is not an appropriate way to list rules and policies I contend that this "policy" does not apply to my particular situation and even had it applied it was not readily accessible to myself the consumer Regards, [redacted]

Mr [redacted] ordered a part listed in our catalog for a vehicle with "volt glow plugs"Since his vehicle has volt glow plugs, he ordered incorrectlyAs our Help page explains (http://www.rockauto.com/help/?page=4#Returns), shipping charges are not refundable unless the return is due to our mistakeWe contacted the manufacturer and their technicians confirmed that the glue separation will not affect the fit or function of the part and is not considered a defectWe have provided return instructions and will issue a refund once the part is returned

Mr [redacted] ordered rotors on 11/and called us to report that the rotors had failed on 12/We provided him with warranty options and he chose to place a new order for the replacementsWhen he received the new rotors, he was not comfortable installing them, so we provided return instructions with prepaid shipping labels for his two ordersWe issued a full refunds for the original and replacement orders on 1/and 1/We are sorry if our representative was less than professional and hope Mr [redacted] gives us another chance in the future

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 guess I just do not understand how one buisness (FedEx) admits they made a mistake and says that I am entitled to a FULL refund due to their mistake But then the other buisness (RockAuto) claims that it does not matter what I am entitled to through FedEx, because of their contract with FedEx I would only recieve a partial refund RockAuto is basically saying "we understand that you are entitled to a FULL refund because of the mistake of FedExWe understand that FedEx would give you a FULL refund because of their mistake But because of our contract with them we choose not issue one to you." I guess in the future I need to find out if the buisness I am ordering from has a ludicrous contract with their shipping company and will choose not to reimburse me even if the shipping company admits fault and states I am entitled to a full refund This past week I have called other online buisnesses (Amazon, ect) to find out what their policy is on the matter I wanted to see if other online buisnesses had a similar policy in place Needless to say they did not They also found such a contract/policy to be laughable and absured I guess in the future I will be choosing more carefully where to take my buisness Not necessarily choosing the "cheapest" option Had I ordered the same (more expensive) part elsewhere I would have recieved a FULL refund because the mistake of FedEx Regards, [redacted] ***

Mr [redacted] purchased ignition coils that we have sold timesOf these sales, we have only received four warranty claims and three of these claims came from Mr***Given this excellent sales history, we will not remove this part from our catalog and are unsure why Mr [redacted] is has reported so many failuresOur 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 and no reimbursement of shipping costs or other expenses (http://www.rockauto.com/docs/warranty.php), but we offered Mr [redacted] a one-time exception to return the part for a refund under warrantyWe will issue a refund once the part is returned, but shipping costs are not covered

[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] ***

We apologize for any rudeness this customer experienced from our customer service teamAfter our initial response was submitted, we found out that the manufacturer's warranty for spark plug wires offers limited lifetime coverageWe've updated our site from the day warranty previously referenced (for which a replacement couldn't be offered) to a limited lifetime warranty for these wires, and thankfully we are able to assist this customer by offering a warranty replacement of the wiresThis was offered during our last phone conversation, but to clarify the customer can take one of the two following options:Place a new order for the same brand and part number onlineOnce he has received the new part, installed it and verified that it works, he can visit our Order Status & Returns page and set up a return as Broken or Defective He can set up the return in the new order since we want to refund him for the amount he paid for the replacement If he’d prefer to send the part back before receiving a new one, he can visit our Order Status & Returns pageClick "Get Return Instructions" and we will provide him with information on returning the defective part for a replacement Once we have tracking information showing that the defective part is on it's way back to us, we'll reship the replacement part to him We will email tracking information once the replacement has shipped.Since this is outside our day return window by several months, the customer will be responsible for return shipping costs and this can not be returned for refund (since manufacturer's warranties don't cover return for refund)However, as a courtesy we will cover the outbound ground shipping on the replacement part - this will either be refunded on the new order upon return of the defective part (option 1), or we'll reship a new part at no additional cost to the customer (option 2)We're glad the manufacturer's warranty has been clarified and that the customer has the option of replacement

The issue I'm having now with ROCK AUTO is getting a full refund from there companyThere claiming the motor that was to them is a warranty core motorYet the company whos there supplier said it was a return motor an offered too send it back too meI was told by my bank too refuse the returnSince there supplier paid for the return shipping of the motor since it was found defective by a Kia dealerThe charge for a core is So far our of that I have received There claiming since it is or was a warranty core they don't have too return the shipping an handlingYet I no my mech has seen any warranty papers from ROCK AUTO since they claim they don't issue warranty'sIf this motor is what they claim as a warranty core why would there supplier offer too return it too me claiming there was nothing wrong with itI don't believe a company would send a core in replacement to someone who purchased a motorThe claim that's left is to complete this issue with ROCK AUTOAttached is a copy of the email I received from ROCK AUTO concerning this issueThank You

On 7/15, we emailed Mr [redacted] a prepaid FedEx return shipping label to return the Flooring kit he ordered for a full refundHe has yet to return it