Rock.com

The purchase was made by my niece [redacted] who lives in [redacted] , Portugal.Purchase order #- # [redacted] Since the seller gave her an UPS tracking number [redacted] and the seller is in the United States she told me to contact the seller.Please see all the attachment with all the communications that my nice and I have had with them including the last email saying: " that they hope I find my shipment or file a complaint with the carrier" (Very unprofessional) My niece also lost the protection from the credit card since the transaction exceeded daysShe could not get a refund from the credit card either.I contacted UPS and they said they gave it to ***; I called [redacted] and they said that they never received it since there was no [redacted] tracking number and they could not search using UPS tracking numberI asked the seller to provide UPS tracking number and in one of their emails said: " they are no responsible of the items after they leave the warehouse"I hope my niece can get either the item or the refund in fullShe waited long enough to loose her money

Hello,The third party company that handled your order has issued a full refund and we've attached a copy of the the refund details for your recordsIf you have any further questions you can contact them at [email protected] we can be of further assistance please contact us at
[email protected] RegardsRock.com Store Support

Based on the customer's statement, it appears that the carrier lost the item in transitWe have no further tracking beyond what was provided to the customer previouslyWe request that the customer contact us directly at [email protected] so we can find a resolution to this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However I find it appalling that this business claims that I haven't tried to contact them since December 30th, when I have the e-mail logs on my e-mail account that proves that I have continuously tried to resolve this problem with them
Regards,
*** ***

I looked up the customer 
[redacted] and her email address [redacted]@yahoo.com on both our ordering and shipping systems and we show no order from this customer. I think she must have ordered from another website and thought it was Rock.com or maybe she ordered by a different...

name and email address. Can you please contact her and get an order number and we'll look it up and see if it was related to Rock.com and we'll be happy to address it. Also, please send me the form to update our statistics. Thanks! [redacted]

Hello,We have not heard back from the customer after sending replies to his inquiriesThe last of which was December 30thWe offered to send a courtesy replacement AND we already refunded his shipping expense even though we are under no obligation to do so based on the terms of service the
customer agreed to upon submission of their order which includes a Limitations Clause (see http://www.rock.com/t-o-s.htm):
LimitationsThis Section states Rock.com's sole responsibility, and your sole and
exclusive remedies, with respect all orders and purchases through the Service
The risk of loss and title to items purchased from Rock.com pass to the
purchaser upon our delivery to the carrierExcept as expressly provided
below, Rock.com shall have no liability or obligation in connection with
contract or order for merchandise through the Service, including, without
limitation, any liability of obligation for: (a) any late delivery,
mis-delivery, non-delivery, loss or destruction of merchandise; (b) any
defects in merchandise or any misrepresentation by a Service Provider regarding
the nature or quality of merchandise; or (c) any billing errors or inaccuracies
or any loss or misuse of personal or financial information by a Service
ProviderWithout limiting the scope of any other applicable disclaimer set
forth in the TOS, Rock.com does not warrant or guarantee any merchandise
purchased through the Service in any way and hereby disclaims any and all
warranties, representations or guarantees made by any Service Providers in
connection with any such merchandise
Here is the note we sent on December 30th to which we have not received any response from the customer:Subject: Re: From the Rock.com StoreDate: Tue, Dec 22:45:-0800From: Rock.com Store Support [redacted]>To: [redacted]>Hello,Thank you for contacting the Rock.com StoreWe promptly shipped the order on 12/18/but USPS has not yet scanned the shipmentWe'd be happy to send a courtesy replacement if you haven't received the order by Friday January 5th or if tracking has not activated by that timeRegardless we have already refunded your shipping expensePlease keep us posted.Ordered ItemsACTIONS ITEM NAME DISCOUNTS PRICEScanned: 12/18/2:16:PMBy: [redacted]Status: ShippedReturnExchange Metallica Ride The Lightning Men's T-Shirt Lsku: [redacted]view item $19.99 Update Totals Create Return Exchange Items Subtotal $19.99Discounts $0.00Coupons $0.00Tax $0.00Shipping $6.20Gift Card $0.00Total Credit Card $26.19Shipment InformationPACKAGE ID WEIGHT SHIP DATE SHIPMENT TYPE TRACKING NUMBER lbs 12/18/ USPS First Class Mail [redacted] Customer InformationBILLING INFORMATION SHIPPING INFORMATIONFirst Name: [redacted] Ship Method: US StandardLast Name: [redacted] Signature Required: FalseCompany: Name: [redacted]Address: [redacted] Company: Address 2: Address: [redacted]City: [redacted] Address 2: State: ** City: [redacted]Zip: [redacted] State: **Country: US Zip: [redacted]Phone: [redacted] Country: USEmail: [redacted] Phone: [redacted]Best RegardsRock.com Store Support_________________________________________________________________________...⇄ the customer would like the courtesy replacement please have them contact [redacted] and we'll be more than happy to issue the order but we need confirmation from the customer via Email to [redacted] for us to be able to file a claim with USPS for the original shipment as we need that confirmation to submit with the claimThank you[redacted]Rock.com Store Support

The purchase was made by my niece [redacted] who lives in [redacted], Portugal.Purchase order #- #[redacted]. Since the seller gave her an UPS tracking number [redacted] and the seller is in the United States she told me to contact the seller.Please see all the attachment with all the communications that my nice and I have had with them including the last email saying: " that they hope I find my shipment or file a complaint with the carrier" (Very unprofessional) My niece also lost the protection from the credit card since the transaction exceeded 30 days. She could not get a refund from the credit card either.I contacted UPS and they said they gave it to [redacted]; I called [redacted] and they said that they never received it since there was no [redacted] tracking number and they could not search using UPS tracking number. I asked the seller to provide UPS tracking number and in one of their emails said: " they are no responsible of the items after they leave the warehouse"I hope my niece can get either the item or the refund in full. She waited long enough to loose her money

Hello, The last Email we sent to the buyer asked for their preference of store credit or a refund and we never got a response if one was sent to us otherwise we would have issued the refund sooner. We've issued the full refund and attached the details in a PDF file. We were unable to provide...

assistance to the father in his Email to us being a third party not named on the order and to be in compliance with our privacy policy.  The manufacturer has started making the custom order again and that cannot be cancelled. We will attempt to have it sent to our warehouse to be donated (we cannot resell custom made items) but if that is not possible and you end up getting the order please keep it with our compliments. Do not return it or the incorrect item they sent you originally.  Please contact us at [email protected] if you have any further questions or concerns of course.  Happy New YearRock.com Store Support

Review: I ordered a shirt from www.rock.com on the 17th of December 2014. On 18 December 2014, I received this e-mail.

This is a confirmation that your order # [redacted] has shipped from Rock.com

I have checked both shippers even today and it says No Information Available. I have tried over 10 times now to e-mail www.rock.com to resolve this issue. However they have made no effort to fix this issue and now they have been ignoring my e-mails for the past week. I paid for this shirt over 3 wee** ago and I still have not received it and like I said they are now ignoring my e-mails. I would either like my shirt sent or my money returned.Desired Settlement: I would either like my shirt sent or my money returned. I paid for this shirt over 3 wee** ago and have still not received it, and like I said they are now ignoring my e-mails. I would either like my shirt sent or my money returned.

Business

Response:

Hello,We have not heard back from the customer after sending replies to his inquiries. The last of which was December 30th. We offered to send a courtesy replacement AND we already refunded his shipping expense even though we are under no obligation to do so based on the terms of service the customer agreed to upon submission of their order which includes a Limitations Clause (see http://www.rock.com/t-o-s.htm):