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Businiess name:
Sam's Club
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Review by:
citysearch c.
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Review content:
My service in the tire department was terrible on Friday, July 22. I went in to buy 4 new Goodrich tires for my Chevrolet Tahoe and the manager of the tire department, who could speak very little English, commenced to arguing with me that my tires should be P245/75R16 and not LT245/75R16 which I have always put on the vehicle. In fact I purchased the last set of LT245 tires at the same store approximately 6 years ago. Even though I had LT245 tires on the vehicle he was unwilling to let go of his position. An assistant manager came over because after about 20 minutes of arguing with the tire manager, I was getting pretty hot under the collar. I asked the assistant manager to talk to him in Spanish and help me understand why he was being argumentative but the assistant manager told me that he could not explain why he was arguing. After still more time spent with the assistant manager, I told him that we needed to just stop talking and assume that the customer was right. I also told the assistant manager that I wanted to turn a complaint into the store manager before I departed the store. He gave me the name of the store manager and I asked the name of the employee that I was having the problem. He gave me a blank stare and told me that he didn't know his name. He than asked the tire manager in Spanish his name and he gave us his first name. I asked the assistant manager to check on the mounting of my tires to make sure that there was no mistakes made. He said he would but all the time I was outside in the heat watching the car being serviced, he never even showed up again.
When I spoke with the store manager she informed me that the only thing that the employee did wrong was to not ask me to sign a wavier that I wanted tires that were not recommended by the manufacturer. She told me that Sam's now has a policy that the tires being mounted on a vehicle has to be exactly the same as those recommended by the manufacturer. Since the Tahoe is on a Chevrolet truck chassis and trucks run with LT tires, especially if they are doing heavy hauling, I was perfectly in my right for wanting heavy duty tires. I further told her that the tire manager should never have argued and it was obvious that he did not know about a waiver. She said that he did know about the waiver but just refused to acknowledge it. Even the assistant manager could not explain the situation so even he was not informed about the waiver. I requested that the employee be given counseling on what he did wrong. I than got my car keys and receipt and warranty on the tires and departed. I thanked the person waiting on me and so did my wife (who had been doing grocery shopping) but we did not get one thank you for our business in return. All of that after the problems I had was not acceptable. I felt as if we spent at least $750 at the store and nobody appreciated it. After the whole scenario I would have thought the manager would have given instructions to her assistant managers to handle the situation personally. Looks like the days of customer service are fading rapidly.
I certainly will not be shopping at this store again and that is sad since we have been customers of the McCree store since it was opened. In fact I am seriously thinking about switching to Cosco once our membership expires. This was a nightmare of an experience that nobody should have to be subjected.
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