Hopeless rude customer service from a tyre supplier

[eddieo]

On the 30th of November I placed an order with a tyre supplier that rhymes with Fly(byNight)Tyres for four winter tyres. Having received no further communication from them I sent them an email today on the 3rd of December to ask them when I might receive my tyres. I received a reply stating that they could not process my order until I transfer an outstanding sum via my bank account for the full amount even though I had paid by credit card when placing my order. So, why hadn't they informed me of a problem earlier rather than leaving it to me to chase them?

I followed this email up with a call today to ask why they could not process my order. The person who answered my call was not helpful and was actually rather rude offering me no assistance or proper explanation (they claimed they could not find my address- even though my address has never proved to be a problem before and matches my billing address) for why they would not accept my credit card payment. I stated that I was not happy to pay with a bank transfer as it offers me no protection and it is after all a large sum (over £850). They said I must either pay by bank transfer or cancel my order.

I cancelled my order. I just thought I'd share this snippet of my experiences with this outfit. Might I suggest that any of you looking for some customer service look elsewhere.

[TheEnd]

I've seen two things about winter tyres this week, one is that there is an apparent shortage, and the other is that prices have gone up.

[TrevorH]

I've been trying to get hold of their customer services all day after receiving 3 of the 4 tyres I ordered. I emailed them first thing today (0630) and have left a voice message but have had no reply yet. Let's see how they do.

[eddieo]

Trevor, have you tried the 016.. number rather than the 0800 number? I got through straight away. I would recommend this but then I can't as the person I spoke to was incompetent.

[ImDesigner]

Camskill get a thumbs up from me every time. They provide brilliant pre-sales service and are rapid with deliveries IME. I wont be going anywhere else in the near future.

[tulloch]

A few weeks ago I ordered a couple of Winter Contacts from them on a Sunday evening. There was no movement during the week and I made a couple of calls and I was promised they would be dispatched the next day. Come Friday still nothing and no sensible explanation. Had not even debited my card so I cancelled. They have a very strange way of doing business, or rather not doing.

[TrevorH]

eddieo said:

Trevor, have you tried the 016.. number rather than the 0800 number? I got through straight away. I would recommend this but then I can't as the person I spoke to was incompetent.

I have tried both numbers, thanks. Just tried that one again and got their voicemail.

[Gizmo!]

They won't accept payments if the credit card address isn't on their database.

Unfortunately for you: this is your problem, not theirs.

I had a similar issue when I was living in a flat in a converted house. The address was always a bit debatable... no trouble at all ordering from the same source last week however.

[redstu]

It took me a few attempts with mytyres as well, think I had the order rejected twice then paid with paypal. Other than that no problems and the tyres arrived quickly.

[Gizmo!]

And as for the rudeness; they're Germans, what do you expect



[tongue firmly in cheek].

[eddieo]

I have a sneaky feeling they tried it because they didn't have my tyres in stock because my address *always* comes up on online ordering systems whether referenced by postcode or number and street.

[mad4amanda]

us paypal and then the credit card 2 layers of protection and ultra quick service!

[supersingle]

I've had a similar experience with the OP's company. A friend of mine has had similar.

There's a pattern emerging.

[c8bof]

And another one here - have left a voicemail and sent them an email to find out what's happening - if anything.. No response to either - so frustrating.

[smifffymoto]

When you order and all is good,you receive an e-mail by return,straight away,no messing.No e-mail,no order,simple as that really.
I've used them a couple of times now and found their service first class.
ETA I order from France through 123pneus but it's the same system.

Edited by smifffymoto on Friday 3rd December 17:12

[Spy]

I don't understand why you put yourselves through the pain.

Get your tyres from Kwik Fit (http://www.kwik-fit.com/) or Tony (http://www.wheels-inmotion.co.uk/).

Prices almost the same (now that the online selllers have put their prices up) and you deal with someone face-to-face !

[eddieo]

I did receive the initial email claiming that all was okay with my order. Anyway, have ordered from a German outfit that has the tyres in stock ready to ship and begins with R and ends in N. No issue taking my credit card payment this time.

[c8bof]

Have found an email from them in my Spam folder asking for a faxed copy of an electricity / gas bill as 'proof of identity due to data security rules'. If I don't send this after five days, the only way for the order to go through is if I transfer the full amount to their bank.

I don't think I'll bother.

[tulloch]

eddieo said:

I did receive the initial email claiming that all was okay with my order. Anyway, have ordered from a German outfit that has the tyres in stock ready to ship and begins with R and ends in N. No issue taking my credit card payment this time.

Did you notice if they will deliver to an address other than the billing one? Could you let us know how you get on with them? Thanks.

[john_p]

eddieo said:

I did receive the initial email claiming that all was okay with my order. Anyway, have ordered from a German outfit that has the tyres in stock ready to ship and begins with R and ends in N. No issue taking my credit card payment this time.

Why did you not name them? It's "don't name and shame", not "don't mention any company in the world"