Very Long but informative)
Due to a collision with an object on the road, we need to replace two front tires on our Traverse. The tires that are in the rear are Pirellis. I could just put a cheaper brand tire on the car and call it a day, but I would rather keep all of the tires matching. New Pirellis are pretty expensive and we can't afford to buy brand new ones right now, so I decided to give this company a try.
I found two matching Pirellis that were "take-offs" with 11/32 tire life. This is a pretty good find. The price was decent so I purchased them.
I made arrangements to be without a car for a few days and had our vehicle towed to a local shop who would install the tires once they arrived. (Even with a tow and install, I would still be saving almost $350 over buying new matching Pirellis from a shop).
I received a phone call and email one day after the purchase from the company. I was told that the tires I purchased were no longer available, and no other Pirellis were in stock for substitution. I asked for something comparable in price, but there was nothing available or similar in quality in comparison to the tires I purchased.
Due to my car already being at the shop, I asked for a refund so I can buy tires elsewhere and get the car on the road. I was then informed that a refund would take 3 business days for me to receive my funds. This didn't help my situation, as I needed the money to purchase a replacement immediately. I was upset, but I understood. I rolled the dice when I ordered online anyway. So, I decided instead of waiting for a refund, I would ask them to just substitute a cheap new set of generic brand tires so I can meet my deadline and have my wife's car back on the road for the weekend.
This is where everything goes even further down hill.
The tires that were substituted did arrive on the day promised. Unfortunately, they were the wrong sized tire. I was sent 19" tires instead of 20" like I need. This was not welcomed news whatsoever. I was not able to get my car fixed. I called BestUsedTires immediately, thinking that I would tell them what happened and that they would overnight the correct set to me for Saturday. Wrong. I was not able to reach anyone on Friday. (yes, they were still open). I was not able to reach anyone on Saturday either!!! I spent over three hours on hold that day!!! I sent numerous emails without response (with screenshots of my hold time on phone!). In fact, I didn't hear back from anyone until late Monday morning, when I finally got through to them!
When I spoke to Danny, I was upset. but I was not rude and I did not direct any anger towards him personally over this situation. Although he did apologize, and was very polite, he wasn't able to make the situation better. I simply asked for Danny to send me the correct tire immediately, as we were now without a car and paying for UBER rides back and forth to work and kids practices. He stated that he could not, because they didn't have the set of replacement tires I purchased in stock.
Unbelievable.
Instead of just upgrading me to a better pair of tires in stock, he only offered to replace the wrong shipment with an even cheaper generic brand of tire that we originally agreed upon!
Reluctantly, I agreed to accept the now 3rd pair of tires as well as provide him with photos of the incorrect tires to be returned. It was my assumption that he would be shipping out the new tires to me while I dropped off the incorrect tires at Fed Ex for return. I supplied photos and sent their product back as agreed. This was Monday. I emailed them on Tuesday to confirm shipping and asked for a tracking number for my new tires. I received no reply.
I emailed the company again today, asking for the tracking number for my order so I can arrange my repairs. I received an email back that stated the correct sized tires will not be shipped to me until they are able to trace their set of incorrect sized tires coming back.
You have got to be kidding me, right? I sent photos. I sent the tracking number. You mean to tell me that they couldn't even attempt to make this situation even a little better by at least shipping me out the correct tires so I can get my car fixed?
I sent a follow up email once more, with the tracking number AND screenshot of the Fed Ex shipment in progress. I also asked to be given the number or email address of a supervisor / manager or owner so I can make them aware of this experience.
The reply I was given...
"Hello.
Thank you for reaching out.
We are really sorry for this inconvenience.
We shipped your tires today and we are just waiting for FedEx
scans and we send you a tracking number.
If you have any questions please let us know.
Danny P.
Customer Service Representative."
No Manager contact info, no real tracking info, no customer service.
I would advise anyone to stay FAR away from this company. Just spend the extra money elsewhere. It is SO NOT worth it. read more