I do not think I have ever had a worse experience with a business. 1 star is too high of a rating. On Black Friday, I ordered a set of tires online to be installed at the Phenix City location. The appointment was scheduled online, and the tires fully paid for. My husband arrived Saturday for the appointment and waited an entire hour before he was notified the tires were not in stock. When management was asked why the tires showed in stock online, they admitted there was a known issue between the online system and the store inventory. There was no attempt to make it right. They were not even apologetic about the inconvenience or the time my husband wasted sitting there. Instead, they were rude and informed us if we were not happy, we were more than welcome to call the 1-800 number. When asked when the tires were expected in stock, we were told it would probably be Monday, Tuesday at the latest. Monday arrives no tires. Tuesday still no tires. We spent the next two weeks on the phone for hours with either customer service at the 1-800 number or the store to no avail. Each time we were promised, the tires would be in the next day or two, and each time they were not. They offered to cancel my order and refund my money several times, but I had wasted so much time with their business that sales at reputable companies were over. After two weeks, I spoke with management and requested the tires be swapped for something comparable that was in stock. They refused. I was instead quoted a price for tires that were twice the amount I had already paid. When I declined and let them know I would not be paying one penny more than the amount I had paid online, we were met with another brick wall. The store manager informed us the price I paid online was not the in-store price and therefore, could not be honored. By now, my blood is boiling, and I spend several more hours on the phone with customer service. Finally, I am contacted by the store manager, who acts as if she is doing me a favor by agreeing to honor the amount I had paid. The tires I purchased were 265 70 18. While on the line, she informed me three of my four tires had come in, but they were unsure if or when the 4th would arrive. As an alternative, they could install the three that had arrived and replace the fourth with a 265 65 18. I never have in all of my life heard anyone put three tires on a truck that are one size and one tire that is another size.
I refused. After three weeks of waiting, they finally had all four tires in stock. They called to set up an appointment and gave me the total that would be due at the time of installation. I reiterated the fact that I had already paid for the tires online. I was informed the 1 800 number would need by called to request the online purchase be refunded because I would need to pay in the store. Are you freaking kidding me?! The money was refunded three days later and the appointment set. Upon arrival, they were just as rude as they had been the three weeks prior. The vehicle was not ready at the time they said it would be. When we finally got the truck home, my husband noticed two of the four Nissan tire caps were missing. When the truck was dropped off, it had four tire caps. When we picked it up, it only had two. We contacted the assistant manager, who said he would look into the incident and give us a callback. He did not call back. We called the store repeatedly for a week. Finally, to be told, there was a video of the technician reapplying all four caps. If they were not on the vehicle now, they had no idea where they could be, and they were not responsible for them. I don't have the time or energy to pursue the matter any further. I will never do business with Pep Boys again under any circumstances. The few dollars I saved was definitely not worth the headache. I will stick with reputable, upstanding companies that value their customers, such as Sam's Club or Walmart. read more
