I ordered a specific tire from ONLINETIRES.com through their website. I was buying 1 tire to match one I already have. I printed the order confirmation with the exact information on the tire I purchased.
About two weeks later, I received a tire from them; the wrong tire. It was a blackwall tire. I had ordered an outlined white letter tire to match the one I already have. This tire had a different model number as well.
I tried to contact them through the customer service E-mail [email protected] they provide on their website. I sent and explanation of the prooblem and my order confirmation number... I never heard back; not to this day.
I called the customer service number provided on their web site... The maibox was and is still full; you can't leave a message.
I called the sales phone number provided on their web site and they answered it right away. A "salesman" called A.J. Answered and I told him the problem I had contacting customer service. He put me on hold for 20 minutes. When he did pick-up again, he started refuting everything I said... Saying things like "you got the tire you ordered", "the company doesn't make the tire you ordered anymore", "the model number on the website IS the tire you got", "the tire you got will perform the same, so why don't you just use it?".
I said I wanted a refund and A.J. Said we don't give refunds, but if you send that tire back, I will call the factory and see if I can get you the tire you want (indicating to me that he knew they didn't send the right tire in the first place). I asked for his manager, he said there isn't one. He promised he'd send the replacement tire as soon as he received this tire back.
That was the last I heard from them. I returned the tire & was out $38 for the return shipping. Subsequent calls to the sales phone number went the same way as the first conversation.
I disputed the payment with my credit card company, ONLINETIRES.com didn't respond to their investigation either. I got a credit from Mastercard for the purchase, but I am still out the shipping charges to return their wrong tire.
Just as a test after the fact, I sent a new request for a tire purchase to [email protected] and they replied to me within the hour... They obviously have no intention of dealing with customer service issues.
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