Business ProfileforRockAuto, LLC

I ordered a Rack and Pinion from RockAuto on 11/17/24. They charged me a core charge of $359.00 for the part. When I received the part, I inspected it, then took it to my mechanic for installation. Noting that I needed to go to the website to submit for the core return. After my mechanic installed the new part, I picked up the car and the part, I went to the website to arrange for the core return. Once I log into the order and start the return, there is a message stating that the core must be returned in the original packaging. This was not on any of the original documentation and my mechanic already recycled the packaging.I reached out to their customer service, and they told me that it is documented and sent me a link to their Help page. I had not visited this page as I did not know that I needed help. If the original packaging is required to return the core, this needs to be communicated upfront to the customer on the order confirmation and shipping confirmation. It is not helpful to have this information only on the help page and the core return request. By this time it the part has already been installed and the possibility of the packaging being destroyed is highly likely. It seems that they do not want you to return the core for you money back. If you are a first time buyer, like me, you will likely not get your money back. Unfortunately, my core charge was $********** their customer service has closed the ticket and they will not respond to any emails that I send to them, so I am forced to report this to the BBB to try to get a resolution and hopefully my money back.I am confused as to how they think that posting something on their help page makes them think that they have communicated the requirements for original packaging to their customer base. I have attached most of the emails from them.