Complaints

This profile includes complaints for RockAuto, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RockAuto, LLC

  6418 Normandy Ln Madison, WI 53719-1149

  
• 

  RockAuto, LLC

  7462 New Ridge Rd Hanover, MD 21076

• 

  RockAuto, LLC

  18525 Miles Rd Cleveland, OH 44128-3444

• 

  Rock Auto, LLC

  4874 Olson Dr Dallas, TX 75227-2103

• 

  RockAuto LLC

  1073 E Artesia Blvd Carson, CA 90746

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased rebuilt power booster and paid 200 core. When i purchased there was no specifics that indicated requirements only the time frame to return credit for core. Received item with packing list indicating when I was ready to send in core go to website url. Packing list included url info, the order number and purchased item. No where was there any specific requirements about sending back in same box. Item was on work bench and finally installed. Removed my factory oem booster and looked up packing slip. I went to a computer and it took me the url in packing slip. After a few prompts, it states do i have original packing box. I threw that away since no where did it say on packing slip or on box itself do not throw away. They now say my core wont be accepted. This is a deceptive practice. Rock auto knowing this is a requirement should notify when order is made, pAcking slip and box not to throw away. They indicate even with a receipt it wont be accepted. The whole core return process should be well known, why put the packing slip with specific url to go to without putting on paperwork do not throw away box, common sense is the part im replacing is not a warranty or return so why would a non specific box be the requirement for proof of purchase. They also wont use valid receipt of purchase. I want my 200 returned to me

  

  Business Response

  Date: 10/26/2022

  We are sorry for the problem with ****************** core. A core charge is like a deposit -- you pay it when you place the order and it's refunded if you send back your old part. Cores must be returned within six months of the date the order is placed and they must be returned in the manufacturer's box the new part comes in.  We state this in our return policy which is made known before and after purchase.
  
  We make these core return policies visible on our website to ensure our customers are aware of them when they make a purchase of a part with a refundable core charge.  We link the core return policies to the listing for any product with a core charge. On our check out page it also explains that orders are subject to our Return Policy which is linked to the check out page. We also list the policy on our Help page and on our Order Status & Returns page where ************** arranged his core return.
  
  The manufacturers use the box (with it's UPC code) to verify purchase and confirm that the core being returned is linked directly to the purchase (unlike an order confirmation which can be reprinted). We are unable to process ****************** core return without the manufacturer's box.
  

• Initial Complaint

  Date:10/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a catalytic converter for my 2008 ***** Odyssey from them. Unfortunately, I had to delay the actual repair. When finally attempting to install the unit it was discovered that the manufacturer welded the rear ****** on incorrectly. It was welded at the wrong rotation and will not line up with the exhaust pipe. I contacted Rockauto and they said my only option was to file a warranty claim. This is costing me shipping money and time for a defective part THEY sent me. If the part was correct there would be no issue. I am not interested in trying to attempt to get a replacement at additional costs to myself. They could easily resolve this issue if they simply refunded my money when I send the part back.

  

  Business Response

  Date: 10/26/2022

  We are sorry for the problem with the catalytic converter that ****************** purchased in June. Although his order his outside of our 30 day Return Policy the part is covered under warranty. Like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product.
  
  Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses.
  
  ****************** is not obligated to take advantage of the warranty, but if he would like to request a replacement, he can obtain instructions by going to our Order Status and Returns page.

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car battery from this business on June 26th. It went missing within days but they would not recognize that it was missing until ***** updated the status of the package as missing even after I had confirmed with ***** a week before that the package was missing. RockAuto does not offer customer service, everything is automated. After they recognized that it was missing after 2 weeks of waiting, RockAuto sent out a new battery. When the battery arrived, it arrived upside down on my porch and the package had to padding on top which caused the battery to have collapsed posts on the battery. This didnt allow the battery to be installed correctly. After some use, the battery actually split open because of the original damage. I spent over $500 at the dealership for diagnostics and a new battery because of all the problems caused. Rather than rectifying the situation, RockAuto has blown off my requests and closed my support ticket mid conversation. This is apparently a common practice with this business and they should not be allowed to operate in this manner. Businesses should be required to offer customer service. This is fraud.

  

  Business Response

  Date: 10/26/2022

  We are sorry for the problems with ********************** order from June. She first reported through our Order Status & Returns page that she had not received her package. It was still within the normal delivery timeframe which is why we explained it was too early to report the package as missing.
  
  She later contacted our customer service team directly by email. Our customer service team is available 7 days a week and they normally respond within a few hours or less. Our customer service team promptly replied to ****************** the same day to confirm the carrier damaged her package in transit and that we would ship a replacement at no charge. The replacement part was shipped out the same day and delivered a few days later.
  
  ****************** reported through our Order Status & Returns page that the battery was damaged. We authorized a return of the part for a full refund (including shipping). Rather than return the part she kept it and installed it on the vehicle.  
  
  More than 3 months later ****************** reported that the battery she installed is defective. Although the part is outside of our 30 day Return Policy it is covered under warranty. Like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses.
  
  We have made an exception and we will accept ********************** warranty return of the battery for a refund (instead of a replacement). She can view and print her return instructions through our Order Status & Returns page. She will find a prepaid shipping label at the bottom of the return instructions. We will issue the refund back to her original payment method within 3 business days after tracking information shows our warehouse has received her return.
  
  Manufacturer warranties do not cover return shipping costs, but she may generate a discounted return shipping label using our Order Status and Returns page.
  

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a bunch of parts for my '14 crosstrek. On the site I noticed that some of the wheel bearings I was looking at said for VIN numbers manufactured "to" 01/14, "after" 01/14, and "thru" 01/14. After looking up my Vin and discovering that my crosstrek was manufactured after 01/14. To me, thru means up to, including and after, so that is what I ordered. Installed the part and took the car for a test drive and my entire dashboard lit up like a Christmas tree. The wrong wheel bearing destroyed my abs sensor, which affects my hill assist, abs, traction control and transmission. I contacted rock auto to return the part and was told that they wouldn't accept a return that had been installed, even if it was their fault for not proofreading the website. Basically I paid to have the wrong part shipped to me and I can pay to return half of the order that wasn't installed for half of a refund. Do I have any legal options for this? All of the reviews I can find for them say something similar.

  

  Business Response

  Date: 10/25/2022

  Were sorry ******************************* is unable to use the wheel bearing and hub assemblies he purchased. The parts he purchased will only fit his vehicle if the vehicle's production date matches the product note in our online catalog for the wheel bearing and hub assemblies: "Thru 01/14/2014"
  
  Thru means until the end of that time period (i.e., until the end of January 14th, 2014-- the products ******************************* purchased will not fit vehicles with a production date after January 14th). If "Thru [Date]" meant "up to, including and after" that period of time it would be unnecessary to include a date because the product would fit regardless of the date.
  
  ******************************* confirmed his vehicle was produced after January 14th, 2014 so he ordered the wrong sensors. He indicated he installed one of the parts. As our Return Policy explains "we will not accept returns of parts that have been installed or modified."
  
  If the other sensor is still in new, uninstalled condition he can return it for a refund of the part cost using the return instructions on our Order Status & Returns page.We will issue the refund back to his original payment method within 3 business days after tracking information shows our warehouse has received his return.

• Initial Complaint

  Date:10/07/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oct 1 2022 I received a carbaratour that I ordered product numberC9526 Autoline,from rock auto,I took exact model and number of my ***** crate engine that I had on for 4 years or more that worked like a charm.but was old and had a lot of miles on it, and a a small leak, new one from rock auto would not work, what so ever,I would like another carb or a full refund,I paid 750 .00 for carb, This is my first time dealing with rock auto, hope to get this resolved soon,

  

  Business Response

  Date: 10/20/2022

  We are sorry that the carburetor ************ purchased does not work on his vehicle. When customers order parts from our website they can look up the parts through our parts catalog according to the year/make/model and engine type of their vehicle to ensure they are selecting the correct part. Customers can also use a part number search to find products. ************ did not order this carburetor under his vehicle. Instead he purchased the part using a part number search. This carburetor is not listed to fit his vehicle. Warranties apply only to the vehicle for which it was listed in our catalog and on which the part was originally installed.  We're sorry, but we are unable to facilitate a replacement or refund because this part was installed on a vehicle it is not listed to fit in our catalog.
  

• Initial Complaint

  Date:10/07/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered 4 orders in the past 4 weeks from RockAuto. 3 of these orders had missing or wrong parts. This last order, placed on Wednesday, October 5 was delivered on Friday, October 7 with a part I did not order. The packing slip shows the part I ordered is included in the box, but it was actually a part that was not ordered. The RockAuto website does not allow for contact and they are requesting that I pay to ship the wrong part back before I can get the part that is stated as having been included in my shipment. I refuse to pay to correct RockAuto's mistake and they should provide my part, which has already been paid for in full (part cost and shipping), with overnight shipping.

  

  Business Response

  Date: 10/20/2022

  We are sorry ********************** had problems with recent orders. Since July he has placed 3 orders for over 20 products with RockAuto. He reported a problem with 2 of these orders. ********************** has made purchases with us since 2018 and he has only ever reported issues with these 2 recent orders. We appreciate his business and we have been prompt to offer him a fair and reasonable resolution for the issues he reported.
  
  In the order he placed on September 6 he reported through our Order Status & Returns page that one of the products he ordered was missing a plastic ****** protector. We offered him several resolutions including returning the product for a full refund, sending the product back for a replacement that includes the missing piece or send the missing piece to him. ********************** chose for us to send him the missing piece. We promptly shipped him the piece which tracking confirms he received within a few days of reporting the problem.
  
  In ************************** most recent order from October 5 he reported two of the products he received were incorrect. We offered him the option of returning them for a full refund (including shipping!) or replacement of the correct parts. He chose to return the parts for replacements of the correct ones. We provided him with prepaid return labels to send back the incorrect parts and we shipped him the correct parts without any additional charges. Tracking confirms one of the parts was delivered yesterday and the other part is out for delivery today.
  
  

• Initial Complaint

  Date:10/07/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date August 10 2022 Purchased 2 upstream oxygen sensors Defective. Had to pay a mechanic to figure that out. Rock auto will not honor warranty in any way that's even feasible. Asking me to purchase new parts, return the old ones and they will refund. Return at my cost, to ship them to the states from ******. Asking me to pay to ship replacement parts. Condescending employee, closing my tickets without resolution. Absolutely ridiculous. Refund me, now.

  

  Business Response

  Date: 10/20/2022

  We are sorry that there is a problem with the oxygen sensors ************** purchased in August. While his order is outside of our 30 day Return Policy the sensors are covered under warranty. Like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses.
  
  We have two options for obtaining a replacement part:
  

  1. Place a new order for the same part number online, then return the defective part for a refund of the new order. This option is the fastest way to obtain a   new part -- even before you take the bad part off your vehicle.
  2. Send the defective part back in exchange for a replacement. This simpler option avoids the need to pay for a new part and wait for a refund.

  
  ************** is not obligated to take advantage of the warranty, but if he would like to request a replacement, he can obtain instructions by going to our Order Status and Returns page.
  

  Customer Answer

  Date: 10/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

   

  I've contacted Rock auto with proof from the manufacturer that these sensors they listed as for my vehicle, are not for my vehicle and that's why they're defective. Why in the world would I want you to send me more of the same part that you listed wrong and isn't for my vehicle at all. Hence why they're defective in my vehicle. They will no longer reply to me at all. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 10/25/2022

  Were sorry for the problem with ****************** order. We discovered that we had an error on our website, and the part he purchased will not fit his vehicle. As this is our mistake, we will issue him a full refund for the two sensors and associated shipping.
  
  We will refund ************** without having him send the incorrect parts back to us. We will refund his original payment method within 3 business days and email him when the refund is issued.

  Customer Answer

  Date: 10/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

   

  Thank you for fixing your error. I wish it wouldn't have had to go this route as I did inform you multiple times with visual proof but regardless, I am happy with your decision, and will return the parts either way once the refund has been applied and I can replace the wrong parts. Thank you.
  
  Regards,
  
  *********************

  
  

• Initial Complaint

  Date:10/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/17/22 I ordered a fuel pump and it was broken out of the package so I returned that and received a replacement. That part has now failed. Their automated website will not offer a refund and there is no way to contact the seller.Order #: *********

  

  Business Response

  Date: 10/20/2022

  We are sorry for the problems with *********************************** order from July. When his fuel pump was first delivered to him in July he reported through our Order Status & Returns page that it arrived with damage. His order was within our 30 day Return Policy and we offered him either a full refund (including shipping) or a replacement of the fuel pump. He chose to send back the defective pump for a replacement at no charge.
  
  ******************************* received the replacement pump just two days later and installed it. More than two months later he reported that the pump has stopped working. Although the fuel pump is outside of our 30 day Return Policy the part is covered under warranty. Like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses.
  
  ******************************* is not obligated to take advantage of the warranty, but if he would like to request a replacement, he can obtain instructions by going to our Order Status and Returns page.
  

• Initial Complaint

  Date:10/05/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a radiator on Thursday, August 18, 2022, order #:XXXX0320 $128.77 $12.99 shipping ground, $8.99 Tax. On August 21, 2022, Sunday received a package with all my information on the box, but I received 2 sets of brake pads (of which I did not order these items). So I created a return/refund (I still do not have my radiator RA2917C). I have been informed I will get my refund in 2-3 days after the ********** warehouse receives it. My car is still down, not able to use it.On Monday, August 22, 2022, I ordered the same RA2917C radiator, order #: XXXX6018 $158.87, and now costs more for the same item and the shipping is $40.99, Tax is $11.09 Why is it more a few days later? That is $30.10 more for what? Please justify the reason for the price difference.On Tuesday, August 23, 2022, I received my order # XXXX0320 of a $128.77 part.On Tuesday, August 23, 2022, I tried to cancel or stop order # XXXX6018 $158.87 in the evening.On Wednesday, August 24, 2022, I received my order # XXXX6018 $158.87 (I did not open the box), just created a return/refund for this.After over a month me spending $287.64 for the two same parts I only needed one, and charged $13.** for return shipping, now I'm at $300.64 in cost of the radiator that it should have cost me $128.77 I received on Sept. 22, 2022, $101.30 This means that I'm paying $300 plus, deducting the $101.30 for a refund, that is $199.34, for a radiator that should have cost me only $128.77 if RockAuto did not mess up the order.Due to that RockAuto made the mistake, and I'm paying $70.57 more for their mistake. Where RockAuto is trying to save money by not hiring any live operator to save money (me too) to discuss the issue which I know happens. I'm asking to be a fair solution, return my money.This is the actural email send to them and their answer was that hey are confused about my email. Retrun options are very limited. This is not a good way of doing business at all.

  

  Business Response

  Date: 10/20/2022

  We are sorry for the problems with *****'s orders. He received an extra shipment of brake pads that he did not order. ***** contacted our customer service team directly by email to inform us of the extra parts. We promptly replied the same day to thank him for notifying us of the extra parts and we provided him a return label and instructions to send back those parts.
  
  Meanwhile the radiator he ordered was still in transit which our customer service team explained to him. He ordered the part on a Thursday evening after 9:00PM and he chose a standard, economy shipping method that can take up to a week for delivery. We shipped his radiator on time the morning after he ordered it. Tracking confirms it arrived on time two days later.
  
  Meanwhile, ***** reordered the same radiator from **. It's not clear why he reordered the same radiator if he only needed one when the original radiator shipped on time and was scheduled to arrive on time. When his second order for a radiator arrived he arranged a return of the part through our Order Status & Returns page. We authorized a return of the part for a full refund of the part cost. As our Return Policy explains though "Shipping charges are not refundable unless the return is due to our mistake.". We have received his return and we processed his refund within 2 days of receiving the part.
  

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an AC Compressor for a 2010 Audi A4 on Sept. 19th along with some additional components for the job. Proceeded with the install at my shop only to find out that the part they had sent had a defective clutch pulley right out of the box. Contacted rockauto for a replacement and was immediately denied a replacement with the reason given that I did not purchase additional parts that they deemed necessary for the work, per their customer service. In addition to making no mention of any of this on their website when purchasing the product as shown in the supporting images, their customer service gave an absurd list of purchases I should have made and shown proof of including ac flush cleaners, and additional replacement parts that were not defective on the vehicle. Rockauto is perpetrating a scam on its customers with a request such as this in an attempt to make people purchase additional products. No other automotive parts retailer requires such nonsense and when a part is deemed defective, they all have a return period in which the damaged unit can be returned, and the part can be exchanged.

  

  Business Response

  Date: 10/05/2022

  Were sorry that there was a problem with ****************** A/C Compressor. His compressor is covered under warranty against defects. Like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the product. We made our Return and Warranty policies known before and after purchase and when ************** made his purchase he agreed to the terms of them as explained on our check out page.
  
  The manufacturer's warranty requires that all compressors returned for defect must include a proof of purchase of an O****** Tube (or Expansion Valve), Receiver Drier/Accumulator, and A/C System Flush OR a Work Order showing the purchase of these items and that the system was flushed. This is because when a compressor fails, it often contaminates other components of the A/C system with it. Replacement of these components is the only way to ensure that contaminants don't come right back and damage a new compressor. Without proof that these items were replaced and the A/C system was flushed the manufacturer will deny the warranty.
  
  If ************** has proof of purchase (such as a receipt or work order) for these components, he can send them as attachments to ********************************.  If he installed the parts at a shop and those components were replaced along with the flush he can send us the work order for it.  
  
  If ************** is unable to provide proof of purchase for these components, we're regrettably unable to facilitate a warranty replacement.
  

  Customer Answer

  Date: 10/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Rockauto does not clearly state that this is their policy when placing the order or on the order invoices as indicated by the pictures provided. They knowingly sold a defective product and refuse to honor their return policy.
  
  Regards,
  
  ***********************