My fiance has a truck that needed two new tires. Pep boys had them on sale, so I called to confirm that it was indeed the size tire on sale that we needed. I read the numbers from the tires that were on his truck, the girl confirmed that those tires were 87.00 (approx.) apiece. I was elated! Happy Early Christmas!
When I arrived, they were fairly busy, so V. Cassetera (area manager I was later informed) went out to get the size of the tire, etc.
Upon returning to the service desk, he informed me that those were NOT the tires that were on sale, and the tires I needed were quite a bit more expensive. I again told him the price I had been quoted, gave him the name of the girl I spoke to, and asked why I had been given the lower price if those were not the tires on sale? He immediately took an attitude with me, and was very condescending, saying "Let me say this slowly so that you can understand..."
Yes, I am a female, however, I am NOT stupid. The tone that he took with me, and the attitude were so offensive that I grew angry, and when I went out to the truck, I called the 800 number. I had to call several times, beginning on December 1.
Today, December 20, I FINALLY recieved a call. I gave the man who phoned all the information, and he said that HE was the one with whom I spoke, and began to argue with me that he had NOT used such a tone, nor was he condescending in any way. I said I certainly felt that way, and he said that was not his problem. He refused to do anything to rectify the situation, insisting that HE was in the right.
On the Pep-Boys website, it lists their code of ethics that EVERY associate is required to follow... And I quote (copy and paste) from their website:
" Pep Boys has always believed that good ethics and good business go hand-in-hand. Our founders, Manny, Moe & Jack, built Pep Boys on the principle of treating customers as we ourselves would like to be treated. Then and today, we strive for honest and straightforward dealings with our customers, suppliers, co-workers and security holders. It's the center of our brand personality. We're passionate, approachable, trustworthy, credible and helpful about cars. This Code of Ethics sets out general provisions that apply to all of Pep Boys' business dealings. Adherence to this Code will help to maintain the high ethical standards that we expect from all our associates."
I do not believe that Manny, Moe & Jack would be very proud of the way V. Caserta treated me!
At this point in time, I want a written apology! I've already gone elsewhere to purchase the tires, and we were treated VERY well! The tires we purchased were on sale, however, what we ended up getting was better tires that were more expensive, but we weren't charged that extra amount, because the manager said that it was their fault the correct tires weren't sent. Also, we had to wait an additional period of time for them to finish, so he felt that was fair compensation. THAT, my friends, is customer service! Pep Boys, and V. Casserta could learn a thing or two from these people, and definately needs a crash course in dealing with customers.
It will be a cold day in Hades before I ever set foot in a Pep Boys store again! I have been telling EVERYONE that will listen about the debacle, as has my fiance'. I sincerely hope that someone important reads this and realizes that a little courtesy goes a long way, but rudeness, abruptness and the attitude that women are stupid and need to be spoken to slowly will only lose customers!
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