2/5
posted Oct-27-2010
I was tempted by the low prices and a friends recommendation. I browsed to my cars make, year and model and found the section for alternators. I selected one of the available alternators and proceded to check out. When I received the part in the mail within 4 days I removed it from packaging and compared to the one on my vehicle. The female wiring harness clip was different. My car could not plug in to the new part. I corresponded with customer service and they responded quickly with return instructions. When I asked to have my shipping reimbursed I was told that I had ordered the wrong part and that my supposed mistake did not entitle me to any sort of reimbursement besides the part itself. I hold an e-mail confirmation that shows I ordered an alternator for my correct make, model and year. I revisited the web site and found that this part was no longer listed under my car. When I sent another message pushing for return shipping compensation, they shut down on me saying that I had erred. This mistake was theirs in listing the component as a fit for my vehicle. I believe they updated the web site based on my feedback, told me I was in the wrong and hoped that I would simply give up on having them refund the approximately $20 I paid in return shipping. The behavior that would demonstrate integrity here would be to rectify their mistake.
The rebuttal provided below by rock auto is typical. They simply say I was in the wrong and then dismiss me. It is easy enough to look at the site and see there are several different model sub-categories, and I had selected the correct set that specified my car. Rock auto, have you or have you not made changes to the listing? This has gone from incompetence to outright deceit. Why did they not note on how my e-mail confirmation shows an order for the correct part from the correct category. Why are they now refusing to correspond with me?
I called and spoke with Carl from customer service. He spoke with me using a professional demeanor. Eventually they offered to refund the cost of shipping the order to me. Putting me only $20 down from shipping the alternator back via usps.
If I was to use rock auto again, I would call the order in and be ready to provide any and all vehicle information to an individual who can ask guiding questions and ask for a written guarantee that the part would fit. I felt like the representative acknowledged that choosing your correct vehicle and specifications may not ensure proper fit. Some of the benefits of shoping locally might be: better return capability and to support your local economy.
This review was modified by
wallacegromit on October 28 2010 02:52:33 PM
36,421 stores
1,204,395 reviews
5618 shoppers online now
Total Reviews
Helpful Reviews
Forum Posts
Member Since
posted Jun-06-2011 
![Share](javascript:share_rating({"review_body":"I shopped at a couple of traditional brick and mortar stores first to compare and find the right product. Then, when I knew what I wanted and searched Google shopping for the best price. Cedar PC was the first functioning site with the best price (about $70 savings over office max and staples even after shipping.) The item was described as brand new in original packaging and it arrived in a reasonable amount of time in the exact condition stated. The HP laser printer works great and I have all of the comforts that come from a genuine HP one year factory warranty. Thank you cedar pc.","link":"http:\/\/www.resellerratings.com\/store\/Cedarpark_Computers\/comment\/777809#comment777809","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Cedarpark_Computers.jpg","store_name":"CedarPC","username":"wallacegromit","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I was tempted by the low prices and a friends recommendation. I browsed to my cars make, year and model and found the section for alternators. I selected one of the available alternators and proceded to check out. When I received the part in the mail within 4 days I removed it from packaging and compared to the one on my vehicle. The female wiring harness clip was different. My car could not plug in to the new part. I corresponded with customer service and they responded quickly with return instructions. When I asked to have my shipping reimbursed I was told that I had ordered the wrong part and that my supposed mistake did not entitle me to any sort of reimbursement besides the part itself. I hold an e-mail confirmation that shows I ordered an alternator for my correct make, model and year. I revisited the web site and found that this part was no longer listed under my car. When I sent another message pushing for return shipping compensation, they shut down on me saying that I had erred. This mistake was theirs in listing the component as a fit for my vehicle. I believe they updated the web site based on my feedback, told me I was in the wrong and hoped that I would simply give up on having them refund the approximately $20 I paid in return shipping. The behavior that would demonstrate integrity here would be to rectify their mistake.<br><br>The rebuttal provided below by rock auto is typical. They simply say I was in the wrong and then dismiss me. It is easy enough to look at the site and see there are several different model sub-categories, and I had selected the correct set that specified my car. Rock auto, have you or have you not made changes to the listing? This has gone from incompetence to outright deceit. Why did they not note on how my e-mail confirmation shows an order for the correct part from the correct category. Why are they now refusing to correspond with me?<br><br>I called and spoke with Carl from customer service. He spoke with me using a professional demeanor. Eventually they offered to refund the cost of shipping the order to me. Putting me only $20 down from shipping the alternator back via usps.<br><br>If I was to use rock auto again, I would call the order in and be ready to provide any and all vehicle information to an individual who can ask guiding questions and ask for a written guarantee that the part would fit. I felt like the representative acknowledged that choosing your correct vehicle and specifications may not ensure proper fit. Some of the benefits of shoping locally might be: better return capability and to support your local economy.","link":"http:\/\/www.resellerratings.com\/store\/RockAuto\/comment\/628412#comment628412","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/RockAuto.jpg","store_name":"RockAuto.com","username":"wallacegromit","rating":"2"}, "single");){kind=link}
“There are several alternators listed in our catalog for a 1998 Ford Crown Victoria. This customer chose the least expensive one, which is described as fitting cars with the Police package. Since the customer's car is not a police car, the alternator did not fit.
The part (TYC # 207776) is still listed for this car in our catalog and still described as it was when the customer ordered it.
For some applications, make, model and year is not enough to determine whether the part will fit -- details like whether the car has the Police option (or is four-wheel-drive, or was sold in California, or whatever) sometimes matter also. In those cases, the relevant details are noted in our catalog and it's the customer's responsibility to determine which of them describes his car.
We don't think it's fair to profit from customer mistakes so we don't charge restocking fees or other penalties. If the customer returns the alternator under the terms of our Return Policy (http://www.rockauto.com/lang/en/policy.html#Returns), we will refund the full amount he paid for it. But we cannot recover the shipping cost we paid to the carrier so we only refund shipping if the return was due to our mistake. In this case, the part was described correctly and we sent what the customer ordered. Whether his Crown Victoria had the Police option is something only he could have known.”