RockAuto question about parts and returns.

[cleandan]

I am working on my daughters car and I had her "help" with this repair by having her do the ordering of parts from Rock Auto. She did things correctly.
We ordered rear struts for her car.
The parts that arrived were a completely different make and part number, and to make it even more fun, one of them is faulty on top of that... it's leaking and has easy compression and very slow rebound.

We ordered SACHS parts, and TRW arrived. I know SACHS and TRW are under the ZF Friedrichshafen umbrella since 2014.

We are trying to return these parts and the automated return process is dubious in the questions being asked and things they want us to do.

My main question revolves around the swapping of parts by Rock Auto.
We specifically ordered SACHS struts.
What arrived are TRW struts.
The TRW parts do not have ANY corresponding numbers or identifiers relating to the SACHS parts ordered.
The TRW parts are not even shown, listed, or available on the Rock Auto website for the car in question.
There is no corresponding information telling us that TRW might be substituted in place of SACHS.

What do you make of this?

[CDXXVII]

I ordered axle bearings from Rockauto. The description specifically said Timken brand.
They came in plain white boxes with no brand name or part number etched on the bearing like I would expect. Not even a country of origin.
The boxes had no brand name on them, only part numbers. I figured they were trying to bait-and-switch me, so I returned them.
I won't go back to them for that part. You can't call Rockauto and talk to an actual person for an explanation.

[cleandan]

Not being able to talk to someone...anyone, is proving a bit troubling in my instance.
The parts arrived... wrong brand, wrong part number, faulty part.

The automated return policy seems unable to deal with multiple issues, thus requiring me to choose one avenue in order to process the return.
The automated return also divided each item of the order into separate returns requiring separate return authorizations, separate return paperwork, and they seem to suggest separate boxes, but that is unclear.
Never mind this was a single order for two struts, two struts I am trying to return as one unit like it was shipped to me from Rock Auto in the first place.

I understand the "private label" qualifier they list in certain parts, as well as in a few places on the website. But even in their automated description and questions they specifically asked me to check the parts for the presence of the "proper part number" as a means to help identify the items as falling under their "private label" context.

The TRW struts do not have one single similar identifying mark when compared to the SACHS items I ordered and paid for.
This, at least to me, suggests these do not fall under the "private label" title Rock Auto is trying to tell me these might be... which is also maddening because the automated responses are incapable of being decisive in decision making while only telling, and retelling, what I am to look for in order to identify the "private label" items while never being able to tell me they are, are not, actually what they are asking me to inspect for.... all while I am unable to directly convey the idea that NO, these items do not meet the parameters of what you are describing to me as "private label" items.

It seems Rock Auto has attempted to write themselves a circular logic run around in order to supply different items than what was advertised, ordered, and paid for... and that is pure BS from my perspective.

At this stage I am starting to feel like I was cheated, while also being given a huge hassle and time-wasting run around trying to follow their odd method of return authorization and shipping.

I'll be visiting FedEx tomorrow to attempt to send both TRW struts back for a full refund.
I visited a FedEx drop off site today and they were unhelpful, and would not take the items with the Rock Auto provided return labels and information... Frustrating.

If I was able to charge them shop time for the amount of time I have spent simply working to wade through their return policy that is neither decisive, helpful, or intuitive I would be returning the parts and getting a rather nice payment for time used due to them knowingly shipping me incorrect parts.
Heck, based on the amount the faulty strut has leaked one could plead a rather convincing case that they should never have shipped that item due to how damaged the packaging is as well as the large amount of oil it has leaked out all over the strut.
These two TRW struts have all the signs of being a return. A return that was received back at the warehouse, never looked at, placed back into stock, only to be sent to me... thus leading to the items being sent back once again.

Pretty lousy first experience from my perspective.

[shady]

I've never had a problem with returns and have ordered well over a
hundred times. Biggest problem is fed-x and ups destroying the boxes and losing parts. My biggest complaint on RA is juggling parts to get the shipping under control. Most of the time they still beat ebay and amazon on pricing.

[Diogenes]

I too have been ordering from Rock Auto for years, and I've never had a problem, but then I've never needed to return anything.

I don't know how many people know this, but as I understand, Rock Auto has no warehouses; all of the parts on the website are sold by participating auto parts stores and warehouses across the country, which is why it is often necessary to juggle parts orders in order to get everything from the same shipper. It's interesting how it's done, I just wished I knew who/where the sellers are located. I've discovered a couple NW and Central Ohio parts wholesalers near me that are Rock Auto participants, but the info came quite by accident. It would be nice to know who/where they are all located.

O/P--Good luck solving your problem. Your issue definitely makes me take pause before ordering.

[RJP]

I also have been ordering parts from Rock Auto for many years and never had a problem with what I ordered so I never had to do a return. With that said if you can't get anywhere with RA try going through your credit card co. and file a complaint.

[cleandan]

I also have been ordering parts from Rock Auto for many years and never had a problem with what I ordered so I never had to do a return. With that said if you can't get anywhere with RA try going through your credit card co. and file a complaint.

This is exactly what I plan to do should Rock Auto mess around with any portion of the return.
At this point I'm hopeful they will receive the two struts, process the paperwork, process my refund, and I'll move on.

If there are issues with the return, I'm banking on the fact the TRW parts they sent are not even offered, mentioned, listed, or suggested on their website for my vehicle.
It seems like it would be difficult to attempt to legally take me to task concerning payment/return issues for items they don't even list on their website as possible options for my vehicle.
I could not even mistakenly order the parts they sent to me using the listed information from Rock Autos website under my vehicle listing.

[cleandan]

An update.
Filled out the return paperwork and sent things off.
After a number of days, I get the email telling me they have received the items, are processing the return, but only refunding me a portion of the total price based on their "private label" clause.
I returned the items in the exact boxes and packaging they were sent to me in.

Please advise me concerning what you think about this situation.
The TRW struts they sent me do not have ANY associated, similar, or recognizable part numbers, labels, or identifiers that even remotely compare to the SACH struts I ordered and paid for.
The TRW struts they sent me are not even listed as an available part under the car I ordered the parts for.
The TRW parts are also a lower grade of strut as compared to the genuine SACHS items, yet no financial alterations in price were reflected in my bill.

My daughter asked me to help her understand what was happening with the change in parts and hassles with the complete return.
I asked if she understood that Ford was the owner of Ford, Lincoln, and Mercury vehicles and if she understood the different levels of quality and price between them... she said yes.

Then I said okay, think of the Sachs struts as Lincoln, and the TRW struts as Ford.
Effectively what has happened is we went into the Lincoln dealership and ordered a Lincoln Towncar and what we have been delivered is a Ford sedan, and they expect us to simply accept that because the sedan falls under their "private label" banner.
But the Ford sedan we have been delivered is not even on any form we can look at in order to understand what we have received.

We chose to return the Ford sedan, and they are refunding us the lower value of the Ford sedan while expecting us to allow them to keep the higher value we paid for the Lincoln Towncar.

She said that is pure BS... and I agree.

If Rock Auto had any indication, info, notes, etc.  that we might receive the TRW part numbers then maybe... maybe, I could understand the result.
But like I said, when you look up my make, model, year, and details of the car in question there is not even a single TRW strut available under any portion of Rock Autos available parts for this car, let alone the two I did receive as "private label" alternative parts to what I actually ordered.

They are trying to refund me 100% for the left strut (the faulty part) while only refunding me a portion for the right strut, the supposedly correct "private label" part, even though I have done a complete return for a full refund and have returned all parts in their proper packaging, the same as they were delivered to me, and they have reported to have received the parts in good condition.

What do you think about this result?

I'll tell you what I think.
I think this is a pretty silly pile of BS Rock Auto is asking me to swallow.

[1964Fastback]

As mentioned earlier, I'd file a dispute for the non-refunded amount with my credit card company.  Just explain that you specifically ordered Sachs parts and received TRW.  RockAuto refunded the cost of one because it was defective, and refunded part of the other because it wasn't Sachs as ordered.  You'd like the remainder of the money for your order refunded.  It's pretty straightforward.  Shouldn't have to explain further.  A lot of times, short explanations are better.

Most people at the CC company are probably familiar with the RockAuto ordering process, where you are presented several choices and select the brand you want, so should get why if you ordered one brand and received another, you would not be satisfied.

Pat