Customer service does NOT exist
PLACERVILLE, CALIFORNIA -- On 8/23/11, I took my Dodge Ram 3500 4x4 (dually) to the Placerville, ca. Wal-Mart tire center. I needed 6 new tires installed, but they had only 5 in stock. Since one of my front tires was damaged and leaking air, we decided to install two new front tires and I would come back for the rear four to be installed once the got another tire in.
I also wanted new steel valve stems, but Wal-Mart doesn't carry them. The employee suggested I go get purchase them at a local parts store and then return - at which time they would write up my order and get my tires (and stems) installed.
I did just that - only upon returning to Wal-Mart, there were no employees in the tire dept. I waited, at the service desk, and watched several service workers walk in and out, never even acknowledging my presence. A Dept manager, from the sporting goods dept, walked past enroute to the service bays, where I watched her having a conversation with one of the female service personnel. When she came back through, on her way back to the sporting goods area, once again she, nor anyone else, ever acknowledged me standing there waiting to be helped.
Where I was standing required any employee passing by to come within three feet of me. After about 10-15 minutes of this treatment, I turned to another customer, who had also been waiting to be helped, "I guess they don't want my money" and I walked out.
After reconsidering, I returned to the same tire center on 8/26/11. There were different employees assisting customers and I felt better this time about my chances of getting the tires I needed.
They took down all the information about my truck, wrote up the work order, took my keys and I settled in for the minimum two hour wait. There were four customers ahead of me with tire installs, so I had been informed it would be at least two hours to complete mine.
As before, they still did not have 6 of the tires I needed, so they were going to install the front two at this time.
I was in the service area waiting, as I had informed them I would be, as I had no way to drop off my truck. I had to wait for it.
I'd bee there for over an hour, when my wife called my cell phone and informed me that (name deleted) from Wal-Mart had called my home phone to tell me "something" about not being able to install my tires. She didn't understand what exactly he was talking about and she couldn't figure out why he didn't just talk to my face-to-face, since I was there waiting for my vehicle to be completed.
I approached him and asked what the problem was. He informed me that it was "policy" that they could not install two tires if the tread was too low on the remaining tires. I reminded him that I hadn't come in for only two tires - I wanted SIX tires installed and was going to return when they had the rest of the tires.
I understand a policy regarding low tread on remaining tires and I have no issue with that. It's a matter of liability in this day and age.
However, when I pointed out that I WANTED all six tires, but they didn't have all six in stock, he made a statement that just about sent me over the edge . . . once again he claimed it was "policy" that they don't do duallies . . . "because they don't have the tools to work on them"!
That's just about the dumbest thing he could have said to me. I've been working on cars, pickups, and even heavy trucks, most of my life. My Dodge pickup rear dual wheels require the same exact tools, for removal and replacement, as any single rear wheel pickup. It takes the same size lug socket, it takes same impact wrench or hand tool, and it doesn't take any special training, certification, or specialized knowledge to R& R the rear wheels from a dually pickup.
I WAS LIVID!
IF, and it's a BIG if, Wal-Mart's "policy" is to NOT work on dually pickups . . . why didn't ANYONE else know about it and bother to mention it on, oh, say the 23rd when I first came in for the estimate??? OR, why didn't ANYONE think to mention it when I brought the truck in TODAY??? Why did I have to sit there waiting, for a truck that was NEVER going to be worked on, for over a GD hour????????????????????????
Needless to say - Wal-Mart will NEVER, EVER work on any of my vehicles again (and I have purchased tires and oil changes from them many times in the past.)
I drove directly to Les Schwab where I purchased 6 new tires and a front end alignment. I hope Wal-Mart enjoys losing a $1200.00 sale, not to mention any repeat purchases from me, and causing me to spend an extra $500.00 at a competitor.
I hope this complaint finds its way to the Placerville store management. They need to know how poor their customer service is.