tires-easy

Initial Business Response /* (1000, 9, 2015/09/17) */
I'm sorry that this customer had such a problem with his tiresBut I believe there has been a misunderstanding
It is always our policy to send a shipping label when a customer files a warranty claim on his or her tiresWhen this customer
requests a claim via our Customer Service dept, we will send him a UPS shipping label immediately
If the tire is defective, it will be covered by the manufacturer's warranty policyHowever, as the customer was informed, our tire assessor reported that the photos suggest that the tire failure may have been caused by strong rubbingWe need to examine the tires to determine the cause of the tire failureImpact, road hazard, improper application are not covered by the manufacturer policy
When our customer initiates a claim with Customer Service, we will ship the tire(s) back to be inspected to determine the cause
Initial Consumer Rebuttal /* (3000, 11, 2015/09/29) */
I have been looking for the return labels in the mail and it hasn't arrived as of yetI have a HOA and we can have the car on jacks for a limited amount of time before you get finedThat is why I was asking for them to send the return labels in advance
Thanks
*** ***
Final Consumer Response /* (3000, 22, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure what email address they have but it isn't mineI have looked in my email and eBay account and I don't see any return labelsI have seen some sale ads for tire easy but no labelsI have had to dish out more cash cause once again I couldn't wait for tire easy refund or replacementsI did get a voice mail from someone and returned the call but the second call left a spoof number on the caller idI was unable to return the callThanks for all your help!!
Final Business Response /* (4000, 24, 2015/11/20) */
I'm sorry that you didn't receive our emailed UPS label(I sent the last one myself to the email address you left on my phone message!)
Please call our new Customer Service number on Monday
Toll free: X-XXX-XXX-XXXX
Ask for ***, our Customer Service managerHe will be available on Monday from 8am-4pm Pacific Time (5am-1pm your time), and he's expecting your call
(I'm not sure how fast it takes the Revdex.com to forward these lettersYou cannot course try to get *** on a different day if you received this too late.)

Here's our full refund "Buy With Confidence" policy, clearly listed on our website? for our customers that may be unhappy for any reason:
“You can buy tires with confidence from ***We will accept returns up to days after delivery of the tiresIf you are not happy with the tires for any reason, return them to us for a full refund and the shipping is on us! Buying tires should be easy and hassle freeOur goal is to make buying tires online a great experience while supplying the largest tire selection at the best prices.”?
(There are more details listed below those sentences, but our Buy With Confidence policy is quite generous.)
Naturally, we cannot control *** or any other common carriers when we ship packages to our customersFor that reason, we calculate an estimated delivery day, not a guaranteed delivery day*** is very efficient, and our estimated delivery times are mostly quite accurate, but we can still only estimate delivery datesWe do not refund shipping charges when a delivery is late
Our customer could have cancelled his order at any time or for any reason when his package was in transit, and he can still return his tires with our Buy With Confidence policy within days after delivery, for a full refund including shipping

Please contact eBay directly to address his concern regarding your tires and resolving this issue.?
We offer our eBay customers days to return their tires, but that time was passed after May 6.?
?
We appreciate your purchase, and we will be happy to help, but it must be through the eBay system

We do appreciate your business, and I apologize for what happenedOur staff made an error after the system glitch, and you had an unpleasant experience with one of customer service agents when you tried to tell her what happened.? We try to do the best for our customers, but that clearly
didn't happen this time
?
We immediately refunded the double charge when we realized what happened, and after speaking with you, our accountant dept also refunded the taxes, etc, that were added to the 2nd paymentAs promised, we also compensated you for your bank overdraft fee and a small amount more
?
This was an extremely unusual error, and I'm sorry that it occurredThank you for your helping us figure out what had happened.?

Complaint: ***I am rejecting this response because:
The company did not address the ? issue at allAll they did was hide behind another email, say they are "sorry " ? for bad customer service from an agent, which they infer was a surprise occurrence and 're-iterate their return policy which I quoted to them Summarily, they then told me to return the tires, which they will pay for? The tires are not the problem, it is the initial delivery and the unacceptably poor ? service provided to me by tire easy and their delivery agentDo they expect me to call the delivery company they hired for a refund? The company is wrongThey are responsible for the shipping agent they choose and ARE responsible for reasonable costs associated with avoidable delays caused by their agentI request my shipping charges be refunded in full, which has not been done,nor offered? I reject this response fully and completelyThe fact that this company has let this situation get to this point over a delivery fee, speaks volumes and ? for all the wrong reasons, especially customer care.Sincerely,*** ***

Initial Business Response /* (1000, 9, 2015/09/17) */
I'm sorry that this customer had such a problem with his tiresBut I believe there has been a misunderstanding
It is always our policy to send a shipping label when a customer files a warranty claim on his or her tiresWhen this customer
requests a claim via our Customer Service dept, we will send him a UPS shipping label immediately
If the tire is defective, it will be covered by the manufacturer's warranty policyHowever, as the customer was informed, our tire assessor reported that the photos suggest that the tire failure may have been caused by strong rubbingWe need to examine the tires to determine the cause of the tire failureImpact, road hazard, improper application are not covered by the manufacturer policy
When our customer initiates a claim with Customer Service, we will ship the tire(s) back to be inspected to determine the cause
Initial Consumer Rebuttal /* (3000, 11, 2015/09/29) */
I have been looking for the return labels in the mail and it hasn't arrived as of yet I have a HOA and we can have the car on jacks for a limited amount of time before you get finedThat is why I was asking for them to send the return labels in advance
Thanks
*** ***
Final Consumer Response /* (3000, 22, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure what email address they have but it isn't mineI have looked in my email and eBay account and I don't see any return labelsI have seen some sale ads for tire easy but no labelsI have had to dish out more cash cause once again I couldn't wait for tire easy refund or replacementsI did get a voice mail from someone and returned the call but the second call left a spoof number on the caller idI was unable to return the callThanks for all your help!!
Final Business Response /* (4000, 24, 2015/11/20) */
I'm sorry that you didn't receive our emailed UPS label(I sent the last one myself to the email address you left on my phone message!)
Please call our new Customer Service number on Monday
Toll free: X-XXX-XXX-XXXX
Ask for ***, our Customer Service manager He will be available on Monday from 8am-4pm Pacific Time (5am-1pm your time), and he's expecting your call
(I'm not sure how fast it takes the Revdex.com to forward these lettersYou cannot course try to get *** on a different day if you received this too late.)

Since your tires aren't performing correctly, we need to know whyThat's why we ask for photos
If damage was incurred during the manufacturing process, we will gladly send you new tires and cover all shipping costs?
?
Unfortunately, tire damage is almost always caused by road
hazard events, poor maintenance, or damage caused during installationSuch causes are not eligible for a refund.?
?
Again, our tire technicians must inspect the tires, first by photos, before we can accept a return

Complaint: [redacted]I am rejecting this response because:
The company did not address the  issue at all. All they did was hide behind another email, say they are "sorry "  for bad customer service from an agent, which they infer was a surprise occurrence and 're-iterate their return policy which I quoted to them . Summarily, they then told me to return the tires, which they will pay for.  The tires are not the problem, it is the initial delivery and the unacceptably poor  service provided to me by tire easy and their delivery agent. Do they expect me to call the delivery company they hired for a refund? The company is wrong. They are responsible for the shipping agent they choose and ARE responsible for reasonable costs associated with avoidable delays caused by their agent. I request my shipping charges be refunded in full, which has not been done,nor offered.  I reject this response fully and completely. The fact that this company has let this situation get to this point over a delivery fee, speaks volumes and  for all the wrong reasons, especially customer care.Sincerely,[redacted].

Complaint: [redacted]I am rejecting this response because: The company continues to ignore their responsibility as the agent of the delivery co. They need to refund my shipping and deal with the getting their shipping company involved. They need to refund my shipping and deal with the the company they contracted with for delivery. I am not responsible for TireEasy logistical suppliers or their choices for delivery.  Any company that cared about customer service would have refunded my shipping already and take the issue up with their delivery company, period . Instead this company suggests that I should take the tires off my car and send them back under their refund policy.
What part about this not being anout the tires does this company not understand. They took my money including shipping charges and did not reasonably deliver. I received two tires on two separate delivery dates, rescheduled my initial installation at my expense because of the delay, and now Tire easy thinks I should take the tires off my car at my expense (again )and return them free of charge. THIS is absolutely  incomprehensible, unprofessional and unreasonable. However, their own doubletalk proves my point and case: Tireeasy has a mechanism in place to absorb the shipping cost and  pay for shipping. Furthermore, stop telling to return my tires for free when the tires are not the problem. Nor will I sacrifice my integrity and make a bogus claim about the tires for the pleasure of free return shipping.  In this case,  the company needs to do the right thing on principle. Refund my initial shipping, stop blaming the customers, hiding behind their shipping  company and admit their mistake.Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] I RECEIVED A EMAIL SAYING THAT I DONT HAVE THE TIRES! WHICH IS NOT TRUE! I STILL HAVE THREE OF THE TIRES WHICH ONE HAS A HUGE BUBBLE ON THE SIDE I HOPE THE PICTURES THAT I SENT WILL SUFFICE!  THANK YOU.

We do appreciate your business, and I apologize for what happened. Our staff made an error after the system glitch, and you had an unpleasant experience with one of customer service agents when you tried to tell her what happened.  We try to do the best for our customers, but that clearly...

didn't happen this time.
 
We immediately refunded the double charge when we realized what happened, and after speaking with you, our accountant dept also refunded the taxes, etc, that were added to the 2nd payment. As promised, we also compensated you for your bank overdraft fee and a small amount more.
 
This was an extremely unusual error, and I'm sorry that it occurred. Thank you for your helping us figure out what had happened.

We appreciate your business, and I’m sorry that you had to wait longer than you expected for your tires. Our estimated delivery time is usually quite accurate, but sometime we have an unanticipated delay, which is why it’s an estimate. Please accept my apology.
 
I was surprised to read...

that you had an unpleasant experience with Customer Service, and I’m very sorry. Yes, it’s true that our “Buy With Confidence” policy allows our customers to return their tires for any reason within 45 days after delivery, and for a full refund including shipping. (Please Check the tires-easy website for details and restrictions.) 
 
If you would like to return your tires, you still have time. Please call Customer Service again to initiate the return. I think you will find the Customer Service agents easy to talk with this time, as our in-office Customer Service really does get high marks from our customers.
 
Call Toll Free:  [redacted]
(5am-5pm PST Mon-Fri)

As you know, Tires-Easy includes free tire road hazard warranty protection for passenger and light truck tires.
 
When you first called our customer service agent in January, we explained that your first step must be to contact [redacted], the company that provides your road hazard warranty. For...

safety, please call [redacted] immediately.
 
To contact Tires-Easy customer service for more information, call Toll Free: [redacted] (5am-5pm PST Mon-Fri)

Here's our full refund "Buy With Confidence" policy, clearly listed on our website for our customers that may be unhappy for any reason:
“You can buy tires with confidence from [redacted]. We will accept returns up to 45 days after delivery of the tires. If you are not happy with the tires for any reason, return them to us for a full refund and the shipping is on us! Buying tires should be easy and hassle free. Our goal is to make buying tires online a great experience while supplying the largest tire selection at the best prices.” 
(There are more details listed below those sentences, but our Buy With Confidence policy is quite generous.)
Naturally, we cannot control [redacted] or any other common carriers when we ship packages to our customers. For that reason, we calculate an estimated delivery day, not a guaranteed delivery day. [redacted] is very efficient, and our estimated delivery times are mostly quite accurate, but we can still only estimate delivery dates. We do not refund shipping charges when a delivery is late.
Our customer could have cancelled his order at any time or for any reason when his package was in transit, and he can still return his tires with our Buy With Confidence policy within 45 days after delivery, for a full refund including shipping.