I went to a scheduled appointment to have my tires rotated at the Tires and Battery Department. The employee who assisted me told me it would take one hour. It ended up taking two hours. This service should not have taken more than 20 minutes, especially since I had made an appointment for a specific time.
When the service was completed, another employee (operator) told me that the edge of one of the wheel covers had been broken (approximately 3 inches), and his excuse was, "These things happen." I was upset by that response.
I went to complain to the deck employee. I was told to purchase the damaged wheel cover, bring them the receipt, and they would reimburse me.
I explained that they would probably not sell a single wheel cover, but rather the entire set. I asked what I was supposed to do if that was the case. The manager had no further response. He also did not come speak to me personally; instead, he sent his response through the employee.
I then went to Customer Service, asking only for an address where I could submit a written complaint about the poor service. They spoke with the manager, who then agreed to pay for the entire set of wheel covers if I was unable to purchase a single one.
However, I let them know that I would not pursue reimbursement for the damaged wheel cover. What I did want was to have my complaint formally documented regarding the poor service and the way the situation was handled.
I would also like to point out that I am 85 years old. I am not asking to be treated differently or given special consideration because of my age. However, I do believe that a certain degree of courtesy, respect, and consideration would have been appropriate under these circumstances. After waiting twice as long as I was originally told, and then being informed that my wheel cover had been damaged, I found the dismissive attitude and the lack of personal attention from the manager particularly disappointing. read more