Pep Boys Complaint - Customer Service at Pep Boys for returns/exchanges are horrible. - but resolved!
CHULA VISTA #651, CALIFORNIA -- FOLLOW UP FROM MY FIRST LETTER TO THEM: RESOLVED!!
Hopefully the manager will train the staff better and this won't happen to anyone else. At least this one got resolved. I hope that others who voice out will get their issues resolved as well.
To whom it may concern:
In follow up to my recent e-mail (below), I got a call
from a man named Rafael from the Chula Vista location
(#651) and he resolved everything. I am very impressed
on how this situation was handled and Rafael was very
understanding about the situation and apologetic.
Thank you also to Mary, Rafael's asssitant who was at
the store last night, also apologized and I explained
to her (and Rafael) that I know that everyone has a
bad day and that as I told the asisstant manager that
day I was okay with waiting until this Thursday to
talk to a manager about my issue. Mary (and Rafael)
explained that they should've just done my refund then
Rafael and Mary explained to me thoroughly that this
is not how Pep-Boys handles their customers. Rafael
assured me that the assistant manager and service
manager that day will be educated on how to handle
situation like this in the future. That restores my
confidence in continuing my relationship with
Pep-Boys. THANK YOU to Rafael for calling me
immediately. THANK YOU for Mary for being there and
helping me with my refund. Next time, I'll just make
sure that the parts I buy is checked by the service
department before I buy it. As well as making sure
Juan (service manager I usually deal with) will be
Again, THANK YOU to Rafael and Mary.
A LETTER I SENT TO PEP-BOYS:
I live in San Diego, California. Me and my family have been going to Pep-Boys for all our car service, etc. needs for many, many years. There has been a couple of mishaps that we just chalked up to experience and we know that people make mistakes. BUT, this most recent experience is what we think might be the last draw. We are thoroughly upset at how our situation was handled.
This all happened at your Chula Vista location #651. What happened was: Back in July of last year, I went for my usual oil change and brake inspection. Juan, the service manager was very helpful as usual. He advised that I did not need my rear brakes serviced, only the front ones. So what I did was I went to the parts department anyway and bought the rear drums IN
ADVANCE so that I will be prepared to have them when the rear brakes need to get serviced. I even asked the guy TWICE if those were the right brake drums. Plus I wanted to prep them and spray them black to avoid any rusting. So, today - Feb. 25, 2007 - I went to get my
oil change and rear brakes done. Mario was the service manager today. He calls me and tells me that the drums were the wrong ones. I told him that I bought it at that same store and asked him what I should do. He told me that he doesn't have any authority when it comes to that. Basically, "too bad" and deal with it
myself. So, I told him to go ahead and put the correct brake drums in and I paid for everything that was done to my car today. Then, I went to the front counter to do my return or exchange for the wrong brake drums. The assistant manager told me that he can't do anything about it and to talk to the manager this coming Thursday. I find it odd that even if the brake drums were NEVER USED and IT WAS NOT MY MISTAKE, since
I TRUSTED the parts guy to give me the right brake drums, that I couldn't get this resolved and just get my money back. I even said I'd take store credit and just get other stuff. But the Assistant Manager basically told me that I am "out of luck" . . .I guess until this Thursday.
So, I am really dissapointed and how this is handled. I just wanted either a refund or store credit (which the money will go back to you guys eventually anyway). If this doesn't get resolved evenly, I believe this will be the last time that me and my family will come to any Pep-Boys store. I think I have the responsibility to spread the word that this is how Pep-Boys treats their customers. How would you feel if something similar happened to you?