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

  
• 

  Rock Auto, LLC

  4874 Olson Dr Dallas, TX 75227-2103

• 

  RockAuto, LLC

  7462 New Ridge Rd Hanover, MD 21076

• 

  RockAuto LLC

  1073 E Artesia Blvd Carson, CA 90746

• 

  RockAuto, LLC

  18525 Miles Rd Cleveland, OH 44128-3444

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:07/01/2022

  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.

  So i ordered an air filter and cabin air filter for my vehicle, because the dealership where my vehicle was being serviced called me and said they needed replacing, (so i didn't have the vehicle in front of me) i put in 2021 ****** Rogue into www.rockauto.com and selected the one i wanted from the list, when they arrived and i went to put them in, i discovered i got what i ordered and paid for but their system shows the wrong info for that vehicle, same with all the other local parts stores nearby, so i guess we can only get the correct stuff from ******, i emailed ******************************** and the representative basically said it was my mistake and their site was correct and wouldnt give me a refund for shipping etc. then she replied again after my reply, and basically said similiar but different info, she claimed that the site has the right filter but it was out of stock so not shown, and i chose the wrong one, which is false, there is only 1 engine and 1 filter type for this vehicle, they need to update their database, and issue me a full refund. i would be happy to ship the unused items back but not on my dime!! it wasn't my mistake. we are talking about a total of like $20 here but they aren't willing, RIDICULOUS!!

  

  Business Response

  Date: 07/11/2022

  We are sorry for the problem with **************************** order. The filter we have listed is for a 2021 ****** ROGUE 2.5L L4. If this is **************************** vehicle it's not clear to us why it doesn't fit his particular vehicle. We have sold this part more than a 100 times (just in the past 6 months) for this vehicle application and there is only one other return where a customer reported the part did not fit their vehicle. ************************ confirmed that the part he ordered is what he received from us. The filter he purchased included an image of the product in our online catalog so ************************ could confirm that the part he was ordering matched his original filter.
  
  We authorized a return for 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. " Because we shipped ************************ the part listed and shown in our catalog, and that product is correctly listed (as confirmed by our order history) it doesn't appear that we made a mistake with his order. As a courtesy we provided him a prepaid return shipping label for his return. We have since issued him a full refund of the part cost but we are unable to refund shipping when we did not make a mistake with his order.
  

  Customer Answer

  Date: 07/11/2022

  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.]
  
  Regards,
  
  ********************************* Again your database has the wrong part listed as I've said I provided pictures etc and as I said 2 or 3 times that I didn't have MY vehicle in front of me when I ordered it because it was at the dealer getting oil change to which they told me I needed the air filters replaced.I'M NOT AN IDIOT YOU CAN'T PUT A RECTANGULAR FILTER IN A DIFFERENT SHAPED OPENING

• Initial Complaint

  Date:07/01/2022

  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.

  Placed and order with rock auto on June 21,2022 order number ********* . It shipped in two parts and I received on time part numbers ES3538 quantity of 2 but still have not received part number HS15089 or K7465 both for a quantity of 2. I tried tracking the missing package via fed ex tracking ************ and the fed ex rep said all they have is an empty box which they will not be delivered. Tried to reach rock auto concerning this and they said that I would have to wait till 7/1/2022 before they would look into it. So I waited until 7/1/2022 and now they are saying I have to wait until 7/6/2022 before they will do anything. I need a resolution either the parts or my money refunded. My vehicle is in the shop being charged storage fees waiting on parts.

  

  Business Response

  Date: 07/10/2022

  We are sorry ************** did not receive his package on the date the carrier expected. ************* and "Receive by" dates are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto.  
  
  We processed and shipped ****************** order on time the same day that he placed it so the carrier could deliver his parts to him by the date they quoted us and him. ************** chose an economy ground shipping method by ***** that normally can take up to a week for delivery. ************** reported through our Order Status & Returns page that he had not received his package while it was still within the normal delivery time frame and tracking confirmed his package was in transit to him. We explained to him that his package was still in transit and should be delivered in the next 3 days. If not, we explained he could return to our website to report the delivery problem to receive a resolution.
  
  ************** did not return again to our website to report any problem with his package until more than 5 days after it was expected to be delivered (despite us informing him that he could report any delivery concerns sooner). When he did return to our website to report his concern we immediately started an investigation with the carrier to locate his package. The investigation with the carrier can take a few days. We explained to him that more often than not, the package will be found and delivered. If not, after the investigation with the carrier he could return to our website to choose a reshipment of the parts or a full refund. The carrier completed their investigation and confirmed they lost ****************** package. We are reshipping the parts to ************** per his request. The parts should ship within a business day and we will send him tracking information as soon as they ship.
  

• Initial Complaint

  Date:06/29/2022

  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 just received a cooling fan today 06/29/2022 in which was urgently needed for my only car not to mention in 100F weather. Not only the item took 6 days to arrive but upon inspecting the fan the motor isn't working resulting in the fan not spinning and the mounting clip is broken which fell out the box upon opening the shipping box clearly due to poor packaging and/or manufacture. Now I have no fan, no car, and not even enough funds to buy a replacement even in a timely matter due to RockAuto unfair and unsatisfactory transactions and services. Now I have to return the item for partial refund along with the non refunding of original shipping and handling and at my expense returning the item which is purchasing a return label either myself or from RockAuto for $13.89! This entire situation has concluded in nothing but giving away my money for zero service. They don't even have a replacement part which makes their warranty insubstantial as well. I don't think it's fair that as a customer I'm not being provided with the reliable and efficient services as advertised and garunteed only to be in an even worse predicament before acquiring RockAuto services. Not being able to provide me with the services I understand, but to take my money then try to charge me more money for the companies discrepancy is unacceptable.

  

  Business Response

  Date: 07/10/2022

  We are sorry for the problem with ********************** order.  His order is within our 30 day Return Policy and because his return is due to our mistake we will cover shipping. He should have received a return label with his return instructions online. We have sent him a new set of return instructions along with a prepaid shipping label to cover the cost of his return. We will issue a full refund (including shipping!) to ********************** original method of payment within 3 business days of him returning the part to us.
  
  In the future, if he needs help beyond our website our customer service team is available 7 days a week by email ********************************** and they normally respond within a few hours or less.
  

• Initial Complaint

  Date:06/27/2022

  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 placed an order with Rock auto. I paid ***** for 2 day shipping on 6/19/22. I did not receive my order until 6/24/22. The order was shipped using ****** I spoke with the ***** representative who states that I am entitled to a refund, however the refund has to be given to who they received it from which is rockauto. I requested that they request a refund on my behalf. But they will not. And have ignored the email I sent them explaining this to them. Please help.

  

  Business Response

  Date: 07/08/2022

  We're very sorry the carrier didn't deliver ****************** package by the date she expected. We processed and shipped her order on time within a business day of when she placed it so that the carrier could deliver her package by the date they quoted us and her. ************* and "Receive by" dates are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto which we explained to ************** by email when she contacted us.
  
  We shipped ****************** order on time according to the shipping method she chose at that time. We are unable to make a claim with the carrier for their late delivery. We apologize for any inconvenience.

  Customer Answer

  Date: 07/09/2022

  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.]
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/25/2022

  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.

  We bought a rotor and brake pad kit for a 2008 dodge ram **** 5.7litre v8.We paid ****** total. Out of that ***** was shipping and ***** was tax.What we received was a rotor and brake kit for a 2011. The 2008 has a 5 lug wheel and any dodge ram from 2011 to date uses 8 lug wheels. I will submit a screen shot of a chart for dodge ram **** wheel specs from discountedwheelwarehouse.com. There is a chart from dodgeforums.com but this one is easier to read. When you order from rockauto.com you have to put in your make, model, year, engine litre size and v8 or v6. You even have to tell them whether it is extended cab or regular cab,(which the chart from dodge shows that cab size makes no difference in how many lugs the wheel has, only the year it was made).The part is listed under 2008 dodge ram ****, as shown on my receipt, which I have provided. I have been trying to get a refund but rockauto says it is not their fault it is listed for a 2008 but the manufacturers fault because the manufacturer says it fits a 2008. They want me to pay half of the return shipping because it is supposedly not their fault the parts they send me don't fit. Also the parts came in 2 separate boxes, but their, "do it yourself website", has no way to contact them for a second shipping label because they claim they don't have a customer service department. I want a FULL REFUND. I want the total ****** which I paid them. I want them to INCLUDE FULL RETURN SHIPPING AT THEIR COST. What reputable auto parts company doesn't know what they are listing for parts? How can you list a part for a specific year and model of vehicle without knowing whether or not it really fits? IF A COMPANY LISTS A CAR PART AS FITTING A CERTAIN YEAR, MAKE, AND MODEL, THEN IT SHOULD ACTUALLY FIT THAT VEHICLE. I would also let them know that their part is listed wrong so they could fix it in future, but again, no customer service department.

  

  Business Response

  Date: 07/08/2022

  We are sorry ****************** is unable to use the brake kit that he purchased. Our online catalog lists products by the year/make/model/engine size of a vehicle. If there are additional limiting factors for a product that is noted in the description of the part. The brake kit that ****************** purchased has specific fitment notes based on the cab size of his truck. The kit also shows images of the parts in the kit (which shows rotors for 8 lug wheels).
  
  When ****************** arranged his return on our website he confirmed that he correctly received the brake kit that he ordered but that he needs a different kit for his vehicle. We can not confirm what other websites say will fit his vehicle.  If the description in our catalog of the kit ****************** ordered did not match his vehicle and his existing brakes then he should not have ordered it. However, he can still return the kit for a full refund of the parts cost.
  
  We authorized a return of the part for a full refund of the parts cost. As our Return Policy explains though "Shipping charges are not refundable unless the return is due to our mistake."
  

• Initial Complaint

  Date:06/24/2022

  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.

  Ordered part ***** ****** from RockAuto LLC. Steering box for my **** ***** Silverado 6.0L V8. The part image on the website look like the one I need but what I received is not the same. Part number on the part I received is different from the part number on the box and the website(box and website match). They sent me the wrong part from what was advertised in the description and images on the website. The rock auto refund process has basically trick questions to lock you out of issuing a refund. The steering box they sent will NOT work for my truck as the power steering lines to not line up properly. Unfortunately I noticed it was different after I had already installed it and since I did that I'm not allowed to return it for the right part. I'd like a refund or to be sent the CORRECT part for my **** ***** Silverado **** 6.0 V8. Attached images are the old/right steering box and the new/wrong steering box, also the image on the website IS the same as the one I took off(the old one)

  

  Business Response

  Date: 07/08/2022

  We are sorry ************** is unable to use the steering gear that he purchased. He reported his concern on our Order Status & Returns page. On the website we asked him several questions to understand his concern and help to arrange a return. We asked him if the description of the part he ordered matches what he received and he said 'yes'-- indicating we correctly shipped to him the part that he ordered. We also asked him if the description of the part he ordered matches what he needs for his vehicle and he said 'no'--indicating that he ordered the wrong part. The product he purchased has specific fitment notes in the part description in our online catalog and it will only fit if those notes match the customer's original part and vehicle.
  
  We also asked him if the part was still in new condition. ************** confirmed that he installed the product and it's now in used condition. Our Return Policy (which is made known before purchase) states "If a part doesn't fit, don't try to "make it fit" and risk damaging the part, your car, or yourself! RockAuto is not responsible for any costs exceeding the cost of the part, and we will not accept returns of parts that have been installed". If ************** had confirmed prior to installation that the part was not the one he needed for his vehicle application we could accept a return of the part for a full refund.
  
  The part he ordered has a refundable core charge. 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.  Because his part has a core charge he can still return the part for a refund of the core charge. We explained this to ************** when he went to our website to arrange a return.  He can still return the part for a core refund using the instructions available on our Order Status & Returns page.
  

  Customer Answer

  Date: 07/10/2022

  I'm NOT satisfied with the response made, id like a refund for the incorrect part i was sent. Im not sure the person who wrote the response read or even viewed the attached photos. The part I ordered in the photos is clearly the part I needed. The part I got is completely different from the product images. My truck has been down for 2 weeks and I just put the new one in without hesitation thinking it was correct as I've never had an issue before. The product images on the website DO NOT match the product I received and I noticed AFTER I tried to put the power steering lines on that they sent me the wrong part. Rock auto sent the wrong part, I ordered what I needed based off the description and the images. Which clearly they do not have the correct images for this part. Again, the part I ordered was NOT what was shown in the product images. I've done a lot of business with rock auto but based on the rating here and the complaints there's a lot bigger issue going on. I'll take further action if necessary if this doesn't get resolved.

  

  Business Response

  Date: 07/18/2022

  Please refer to our original response. ************** has not provided any information to indicate we made a mistake with his order. However, the information he has provided indicates he ordered the wrong part. Our Return Policy, which is made known before purchase, also advises our customers that  "If a part doesn't fit, don't try to "make it fit" and risk damaging the part, your car, or yourself! RockAuto is not responsible for any costs exceeding the cost of the part, and we will not accept returns of parts that have been installed or modified."
  

• Initial Complaint

  Date:06/23/2022

  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 Monroe brand steering damper on May 1, 2022 with order number *********. Tried to install it but was unable as both nuts did not fit on the provided bolts. They would only s**** on 1.5 turns. Requested a replacement under standard warranty claim stating this. Replacement part arrived on 6/17/22. Replacement had the same issue as original part. My guess is that a huge batch of Monroe steering dampers have the defective part and there is no way to tell without opening each package. I am unable to return the replacement part as they now claim the warranty is expired- less than 1 week after the replacement part arrived. The option to return this replacement part is not available on the Order **************** page as the page states "No longer covered under the manufacturer's warranty." This part came 6 days ago. I would like a refund of both purchase and the pro-rated shipping price. If I am given a return label, I would happily return the unusable steering damper.

  

  Business Response

  Date: 06/24/2022

  We are sorry for the problem with Mr. ****** order. When he first reported the problem with the hardware on his steering damper not threading on far enough we promptly provided him with instructions to return the product and we shipped a replacement. The replacement product is still covered under warranty. Though it's unusual for two of a product to have the same issue. We have reached out to Mr. **** by email to get more information about the issue to investigate and provide a resolution. We are waiting for Mr. ****** response to help resolve his order concern.  If the product is defective we will assist Mr. **** with a return.
  

• Initial Complaint

  Date:06/22/2022

  Type:Service or Repair 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.

  My son purchased a hybrid battery from Rock Auto.com We were charged for the Battery and the core charge. We contacted them to return the core to enable a refund of $900 charged. The core was sent back and received in the *********** warehouse according to their website. When I inquired of my refund I was told to contact **************** I did complete that and they referred me back to Rock Auto for the refund. The website for the order states that it was refunded but I have not received it.

  

  Business Response

  Date: 06/24/2022

  We are sorry for the problem with ******************** order. 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. ******************** order had a core charge for a hybrid battery that he purchased.
  
  **************** arranged his return of the core through our Order Status & Returns page. Customer's are responsible for return shipping on their core, unless otherwise stated in the part's listing or Info page. When he arranged his return online specific instructions were given to him to contact the manufacturer to arrange a free return of his core. **************** only ever contacted RockAuto one time by email. In his email he asked how to get a return label to send back his core. Our customer service team promptly replied to him to explain the instructions given to him on our website to contact the manufacturer directly to arrange his return. We have not heard from **************** since that email.
  
  Refunds are issued within 3 business days of our warehouse (or return tracking) confirming that we have received a return. We have not received any confirmation from our warehouse that they received ******************** core return. Neither has **************** returned to our website to provide us with valid tracking confirming the part was returned or otherwise contacted us in anyway about his return.
  
  Recently I spoke with **************** (by phone) about his return and explained where on our Order Status & Returns page he can provide valid tracking for his return. I also explained that if he needs help beyond our website to contact our customer service team who will promptly reply to his him like before to assist him. Once we confirm we have received his return we will process his refund within 3 business days and send an email to **************** as confirmation of his refund.
  

  Customer Answer

  Date: 06/28/2022

  [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.  They have processed the refund accordingly. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:06/22/2022

  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 set of head lights for my 08 suburban and I notice that water is leaking in the right head light. I tried to call and they wont receive calls for complaints so I went through there return section on there website and they want me to ship the head light back and send them the tracking info and then they will ship me a new light. Why do I have to pay to return a defected part and I cant drive my vehicle to work or anywhere with one light.

  

  Business Response

  Date: 06/24/2022

  We are sorry for the problem with ********************** order. Although his order is outside of our 30 day Return Policy his headlamp 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 you would like to, he can obtain instructions by going to our Order Status and Returns page.  There he will also find an option to obtain a discounted return label for his warranty return. While the manufacturer's warranty does not include shipping costs we will also cover the cost of shipping ****************** a replacement part.
  

• Initial Complaint

  Date:06/18/2022

  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 placed a order for 2 CV Axles for a 94 Acura Legend order #********* on sep 9 ***************************************** the outer ******** had instructions to return ship the damaged cv axle back to a ********** ** return **** address with a tracking #**** **** 3 ************************ **** **** with a return #********* but return item and received a refund for $95.88

  Customer Answer

  Date: 07/03/2022

  I never received my refund for $95.88

  

  Business Response

  Date: 07/08/2022

  We are sorry for the problem with ************** return. In January, 2022 a warranty return was authorized for **************. We provided him with instructions to return the product at that time.
  
  Refunds are issued back to the customer's original payment method within 3 business days after tracking information shows our warehouse has received the customer's return or our warehouse confirms they received the return.
  
  ************** provided us with a return tracking number (i.e., " **********************************") through our Order Status & Returns page back in March for his warranty return. The tracking number he provided us then is the same one he provided in his complaint. ************** refund hasn't been issued because the tracking number he entered, in March, is not valid on the carrier's website , and our warehouse has not reported receiving his return.
  
  

  Customer Answer

  Date: 07/10/2022

  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.]
  
  Regards,
  
  *************************

  

  Business Response

  Date: 07/12/2022

  The tracking number ****** tracking 288938375638) that ************** provided in the attachment to his response does not show that it was ever picked up by ***** or delivered.  Please refer to our original response. We are unable to issue a refund for a product that neither tracking nor our warehouse has confirmed we have received.
  

  Customer Answer

  Date: 07/13/2022

  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.]ups store #****  from *********************************************************** Shipped the damage 0rder# ********* CV axel back in the same box you sent the new axel in
  
  Regards,
  
  *************************