- Report: #1519176
Complaint Review: RockAuto - Madison WI
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Author Not Confirmed
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RockAuto
6418 Normandy Lane Madison, 53719 WI, United States
Phone:
(608) 661-1376
Web:
https://www.rockauto.com/
Categories:
Business Rating:
(1)
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RockAuto Core Fee Not Refunded or Acknowledged - Even Though I Shipped It Madison WI
This is in regards to an order in which I purchased four new brake calipers, along with a master cylinder from RockAuto on 5/14/2022 for a total of $421.47. The order required me to return the four existing calipers on my vehicle as a core fee. The core fee for the front calipers was $16.00 each and the core fee for the rear calipers was $27.00 each. Once they are received, I would receive reimbursement for the core fee. Originally, I had an issue with the left front caliper and it was mis-boxed and contained the wrong part. I also had an issue with the right rear caliper. Since I noticed no issues with the front right and rear left calipers, I decided to go ahead and ship them to RockAuto for the core return. Since I had to return the mis-boxed front left caliper, RockAuto's website offered me to ship all three together. I selected this option and printed the shipping label they provided along with a shipping list, which showed all three parts on the list. I placed this in the box as required by RockAuto.
A few days later, I noticed I received a core refund for the right front caliper but not the left rear caliper. I checked the website and it showed it had not been shipped, as I obviously did. I contacted them several times and each time, they insist that I did not properly select the check boxes to include that caliper. If this is the case, why did the shipping list that printed with the label (and placed in the box) show the left rear caliper on it, along with the other two items? They also fail to acknowledge that the personnel in their warehouse failed to bring up that there was a third caliper in the package. I totally do not understand this.
The bottom line is that they have in their warehouse one of my calipers that I was not reimbursed the core fee for. The core return is in their warehouse somewhere. I have spent thousands with this company just in the past two years. This is the first time I have had to deal with their customer service. The experience was horrible, especially since they only send you brief e-mails and you cannot speak to someone on the phone. The message I took from them is that they have no interest in helping me out and they totally rely on their internet system to do everything. They also do not acknowledge problems that go on with their warehouse personnel. If something goes wrong with that…too bad. If this isn’t taken care of soon, I will never do business with them again, as I cannot trust them to make things right if things go wrong, especially when it is of no fault of mine.
After reading reviews, apparently I am not alone and others have dealt with the horrible customer service. It will eventually catch up with them, especially in this day and age.
