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I ordered parts from Rock Auto on Aug 26, 2023 - spark plug wire set and plugs. (Order #[protected]) The items were shipped separately and the wire set was received no problem. The second box arrived later and no spark plugs but 6 oil filters. I went online to see about fixing the issue. They could provide a shipping label and since it said a re-order was not available, they would refund the parts only price minus the $7.38 return shipping label cost when the filters were received and inspected. This is outrageous! Their mistake fully but I am being penalized?
FTC rules are clear: The filters are considered a gift since I did not order them. Rock Auto must send the spark plugs with no more cost to me OR give me a full refund to include the prepaid shipping.
If Rock Auto wants the filters back, they'll have to send me a prepaid label.
I tried calling the only number on the website [protected]) and a recording stated I need to contact customer service via the website. There is NO customer service link. I've been a customer for over 15 years and this is a first. My future auto parts choice will be based on Rock Auto's response. Thank you.
Desired outcome: Full refund to include the prepaid shipping - $25.29 - or the spark plugs as ordered with no additional shipping charges.
After I filed this complaint, I finally found an email for Rock Auto and sent them the details of the wrong part sent. They provided a prepaid label to return the wrong items and said when they get notification of return, they will re-send the right parts with no further charges. Email was from "service@rockauto.com". I am satisfied (so far) with their response. Thanks for what you do. T.J., Crestview, FL