Les Schwab Tires

 

0

4

Scott F.

Fremont, CA

Found a chunk missing from my front tire which I knew I should take care of right away.  I had noticed this new tire shop open up on Fremont Blvd and since I didn't know one tire shop from another, I stopped in one morning on my way to work.  They convinced me to change both my front tires and told me they could get them delivered by 4pm the same day.  I said are you sure?  They said yes, so I told them I would be back at 5pm.  After taking off work early, I got to the tire shop and some guy told me my tires were never delivered.  I was not happy as they had assured me the tires would be there (I had asked him like three times since I didn't want to take off work for nothing - he didn't even bother taking my number).  

Soon I was talking to the "manager" who tried to explain to me that they could not control if deliveries are made.  I told him he could control what his employees told customers, and that guarantees shouldn't be made if they aren't kept.  He offered to knock a little off the price, which amounted to about $20 off a $300 job.

I may be old-fashioned, but I really believe customer service means that if you screw up, you make things right and don't try to make a big profit off a customer whom you have already disappointed and inconvenienced.  Giving me less than 10% off does not compensate me for the inconvenience of taking the car in again and the lost wages.  So I walked out - I would not trust these people to do a good job if this was their idea of customer service.

It worked out for the best.  Big O Tires gave me the same two tires at $127 each, compared to Les Scwab's $157!  It's a big new shiny store with free popcorn and coffee inside, but you would not go for the prices or service, so why go?

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