Wal-Mart Complaint - Buyers Beware.....100% Satisfaction NOT Guaranteed
AURORA, INDIANA -- Monday Feb. 11, 2008 I went into Wal-Mart at 12:00pm to get new tires on my car. I asked if they could be done by 1:55pm because I had an appointment I needed to be at. They said no problem. I sat at Wal-Mart for 2 1/2 hours waiting for my tires to be changed. I purchased 4 tires. They finished at 2:30pm. I paid for my purchase, $416.66 and left. I drove home, parked my car and didn't leave again.
Tuesday Feb. 12, 2008 I got up for work, went out and was going to start my car, and realized the 2 of the 4 new tires were flat. I was 1/2 hour late to work because I had to use a different car. I called Wal-Mart at approximately 8:30am. Diane answered the phone. I let her know that I just bought new tires the day before and that 2 of the 4 were flat. She told me to bring the car back. I told her that I didn't have any way of airing up the tires. She said I could use a can of fix-a-flat and they would reimburse me when I brought the car down. I told her I was at work and would bring it when I got off. At 5:30pm I went to Wal-mart. I spoke with a manager on duty, Matt. He said they would pay to have the car towed from my house to Wal-Mart. I agreed. He then said he could send me home with an air tank and I could fill the tires and drive back down there. That was a better idea. I took the tank home, filled the tires, and drove the car to Wal-Mart.
I got back to Wal-Mart at 6:30pm. When I got there, Matt was there with his boss, Roy. Roy and Matt said they would figure out what was going on and fix the problem. At around 7:30pm they came and got me and said this is the problem, your rims are bad. It looked like somebody had pried at the rims. I was very confused on how the old tires were never flat. Roy said they could try grinding them down. I went back inside. At 8pm Roy came back in and said he needed to put the spare tire on my car because the tire wasn't holding air. I told Roy to put my old tires back on and refund my money. I have spent a total of 5 hours in the past 2 days down there trying to get my car new tires. Roy refused to put my old tires back on. He said he found them, but they were too bald, and it was against the law to put them back on. I told Roy that the tires were not bald, and it was my mistake, I didn't know that my boyfriend had just had 2 new tires on the car 1 year ago.
Roy decided then, that he couldn't find my tires. I asked for a refund. Roy said the Tire Center was now closed and that they would put the spare on. He said it was safe to drive my car on the interstate with a spare tire in the sleet, rain, snow, and ice. I was very upset that Roy wouldn't help me, that I went up to the Customer Service desk. When I was there, I asked to speak with somebody higher than Roy. They said to call the Florence Walmart and ask Matt Wallace. My cell phone went dead so I asked to use the phone at the jewelry counter. They called the number for me, and the manager called back, but Roy wouldn't let me speak to him. Roy threatened to call the cops on me because I told him that I wouldn't leave until I had my $400+ back. He refused. He said that I would have to come back on Wednesday Feb. 13, 2008. I told Roy that my 10 month old son was ordered by the Doctor to go have a chest x-ray at Childrens Hospital to make sure he doesn't have pneumonia. I told Roy that I haven't been able to take him because my tires are flat, and they won't stay inflated to make it downtown cincinnati to the hospital. Roy still refused to refund my money and give my old tires back. I asked Roy to speak with his manager. He said "I don't play that game". He said he was not going to argue with me, and his decision was final. I told Roy that I was going to contact the news, and an atty. He still stuck by his decision. NO REFUND. He said he would refund my money when I came back with the tires. I told Roy that I would get a second opinion on the rims, because they held air in my other tires just fine. Roy told Matt to walk me back to the tire center and let me out and give me my keys. Matt did, and apologized for what was going on. He said Roy is his boss and couldn't override what decisions Roy made. When I got home, after 9pm, I called the Florence store. I talked to the highest manager there, Judy. I explained to her everything that had just happened. She apologized sincerely and couldn't believe Roy didn't give my money back. The slogan is 100% satisfaction guaranteed. I also told Roy the slogan, he didn't seem to care. Judy was so upset. She gave me the number to the District manager and said Roy just cost their company more money because not only will they refund my money, but they are going to have to make it right with me. She told me to call David Gose. Gave me is direct line and said he would be in at 7am. I called David, but again, they wouldn't let me speak with him. I spoke with a manager under him.
I went to Aurora Tire Center and asked if they could help me. They said they could. They took the Wal-mart tires off, and put their tires on. They said my rims are not bad at all, they just needed cleaned. They cleaned my rims, put on 4 new tires. Loaded the Wal-Mart tires for me and sent me on my way in 15 minutes. They even carged me $70.00 less than wal-mart. I drove down to wal-mart, went inside and got my refund. That was it! I called 1-800-WALMART. They said somebody would be in touch with me to make this right. Nobody ever called back. So, BUYERS BEWARE. If you want to purchase tires......Do NOT get them done at the Wal-Mart Tire lube and express. They need to change their name too.
When I was in walmart, a manager, NO NAME listed to protect them, let me know that this is NOT the first incident with ROY. I quit shopping at walmart for a few weeks. Now when I go in there, Roy makes sure he makes an appearance. I guess to let me know, HE WON. Its ok though. He will run more business out of the place. I don't go there as often as I used to. I go out of my way to make purchases that I once just drove there to get. I am very unhappy with Wal-Mart, and I feel now that the Customer is NOT always right in their eyes. They arent looking out for their customers. Its a shame. 100% Satisfaction Guarenteed? Not in my case!!
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