This review applies only to the Costco Tire Center.
The store itself is great. In fact, I am a big fan of Costco. Over the years that we've had a membership, we generally get our tires done there. In the past, the service and wait time have been bearable - not exemplary, but I didn't mind it. Today's experience has changed my mind.
I called around noon to get a price quote on four tires. I was told one price that, compared to a competitor, was a savings of over $150. Fantastic. I was told no appointment was necessary, even though I preferred one. Nope, no need, I was assured. I could just walk in. I thought going later on in the day might alleviate the wait time, so I got there around 5pm. The gentleman with whom I spoke on the phone was no longer there. Instead, another young man "helped" me.
Here's where the experience goes awry. I was charged something different than what I was quoted. I let it slide; it's not too big a difference. My partner and I went shopping to pass the time. About an hour later, I get a call from the tire center - a lug nut on one of the tires was "incorrectly installed" by the last technician who worked on it. Consequently, the lug nut snapped while the last tire was being removed, so one of my tires will be secured by three lug nuts, rather than four, going forward. I'm told it's a safety hazard, but that the supervisor has approved for the installation to continue. Since all the tires are already off, I simply agree and decide to deal with it the next day.
Now agitated, we continued shopping. I bought myself some shoes and nice underoos to self-soothe. I'm called again another hour later. I think, finally done! Hooray! Alas, I'm told the tires I've already paid for were the wrong size, and that the right size will have to be ordered. The correct ones may take 3-5 business days to arrive, and they cost about $10 more per tire. Mistakes happen, so I'm outwardly understanding. They will call me back when the tires have arrived next week.
We get back and wait for a little bit before being told that actually, the correct tires are unavailable. They can't even get them. I'm offered another brand, at an up-charge of about $40/tire. At this point, I've had enough of this god-awful service, and I tell them I'll shop around. We have to go into the main Costco building to get a refund. This process takes at least 15 minutes because the tire guy didn't communicate to the customer service guy that there was a deal on the tires and the total on the refund didn't match up. I look over at my poor boyfriend, who graciously tagged along. The light had gone from his eyes. I felt dead inside too.
By that time, it was 7:30pm. I wasted 2 1/2 hours to walk away without new tires and minus a lug nut. In my experience in customer service, when a customer has been that inconvenienced, you at least offer some kind of consolation. Maybe speak with a supervisor to give a break on the future purchase. Nothing! It was all remarkably bad.
I will gladly pay more not to get screwed over next time. read more