As I was driving driving home my tire pressure gage came on in my car. I got off the Fr...

GetHuman-sharimcc's customer service issue with Sam's Club from March 2019

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The issue in GetHuman-sharimcc's own words
As I was driving driving home my tire pressure gage came on in my car. I got off the Frwy to get gas and check the tire. The right front driver side tire had bulge and was separating at the seam. So I drove safely (slowly) to the Sam’s club that installed two new tire approximately * weeks ago. I arrived close to *pm. I showed the rep in the garage. He continued to say that they probably wouldn’t be able to fix this. I said well I would like to check it in and speak with a manager. The rep did say it was under warranty and *%betterment would be taken. The manager at the San Bernardino branch by the name Michelle was called over to ask permission to take my car in due to something about over time. Michael proceeded to go out and see the car (tick tock). He came back in and said they wouldn’t be able to fix it. I would need to bring it back. I replied I was not leaving the facility with a tire in this state. He said he wasn’t going to bump customers to fix my tire... I stayed that I never asked for customers to be bumbed however it is a liability to send me out with a tire in this condition. I had my son with me and did not feel comfortable doing this. He stated that he can have the dummy tire put on in the mean time. I replied if he was going to do that it would only take an few extra minutes to put a new tire on and do it correctly. I think he thought it was funny that I said I have taken shop class and have done it and balanced a tires. With the right equipment it isn’t time consuming at all. I said I will check my car in and hopefully the right thing can be done here. They went back into the garage and looked to have some kind of boys club meeting where they all laughed. Body language was pretty clear that now they had a point to make. It was no longer about customer service or even the bigger issue - safety. It was more about saving money on “over time” and proving a point. I then watched Michael chat with another floor manager for approximately **-** minutes. My question is what is your job? You know the tire service department is down a guy and you have them working customer service and repairs..... and you chat. Needless to say it would have even been wonderful to see him open an cashier and check out the growing line of customers ready to pay for their goods and leave. I literally saw him do nothing. Meanwhile at the tire shop I saw the same two trucks in the bay for *.* hours.... again where are our quality control officers?? Oh that’s right chatting it up in side. *Meanwhile I leave to have dinner with my daughter across the street at *:**. She is leaving to Brazil this evening. **I get a phone call at *:** stating that they were unable to replace the tire but they did take all of my work items out of the back of my Prius, remove the spare time and install it. Your rep was quick on his feet and found a trash can liner placed the tire and rim inside this sturdy liner and proceeded to put it in the back of my car on my seats. He was shocked that I was not happy with this. What a waste of time!! I told him to remove the tire from the back seat of my car and I would deal with it when I arrived. *When I arrived the tire and the liner was at customer service. I spoke with John a different manager. He apologize for the treatment and offered to make it right tomorrow. Although I do appreciate this, I think the regional manager should be made aware of the outrageous amount of time that was wasted. But more importantly that a manager was willing to send me on my way with a tire that was splitting at the seam for what seemed to me as an overtime issue... which is still questionable. Highly unexceptable!! I also want to paint a picture of your customer- me- carrying my tire out of the store in a trash can liner, couldn't we at least get a hefty trash bag Sam’s? Quality employees??? I would need to say no. *I hope that this is read and that someone within this corporation values safety and going the extra mile or ** minutes to make sure a mother and son make it home safely and as satisfied customers. That would have been an excellent point to make.

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Sam's Club

Customer service issue
Reported by GetHuman-sharimcc
Mar 22nd, 2019 - 2 years ago
Not resolved
Seen by 3 customers so far
Similar issue to 2456 others
0 customers following this


GetHuman-sharimcc started working on this issue
Mar 22nd, 2019 4:22am

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