I would give Zero star if it was possible.
extreme frustration and disappointment with the customer service I received at your tire center located at Edison Sam's Club #6369
883 Route 1 Edison, NJ 08817, during my appointment on November 27, 2024. This experience was by far the worst I have encountered, and I feel it is important to bring this to your attention to improve future interactions and maintain customer trust.
I arrived on time for my 8:00 AM appointment, but due to issues with your computer system, it took 20-30 minutes to check in. Despite this initial delay, I remained patient.
During the initial check-in process, I asked the technician to inspect and test the TPMS sensors. By 9:00 AM, the technician informed me that two of the TPMS sensors had dead batteries. I approved the replacement of these sensors at an additional charge.
At 9:30 AM, I was also informed that the technicians could not remove the front driver's wheel due to a stuck lug nut and was told to reschedule. Since I was traveling for the Thanksgiving holiday, I explained the urgency and requested that they proceed with installing three of the four tires while I brought back the remaining wheel within an hour once I got home and remove the wheel with my tools. This request was denied.
As a tire center specializing in tire replacement, I was shocked to learn that your staff lacked the necessary tools, such as a breaker bar, to handle a stuck lug nut. I agreed with the manager that while they work on the other wheels I would go get a breaker bar. I obtained a breaker bar from a nearby store in less than 10 minutes and personally removed the lug nut in just seconds—something your technicians said was not possible. The agreement was to continue to work on the other 3 wheels that were serviceable while I got the breaker bar.
Despite resolving the issue myself, your team took until 11:00 AM to complete the installation of four tires—a process that should have taken far less time given my 8:00 AM appointment. On top of all this the technicians explained to me that the TPMS sensors we had agreed to replace were not replaced because they didn’t have enough time.
When I asked the manager for some form of compensation for the inconvenience, lost time, and poor service, I was met with unprofessional behavior. The manager laughed at my request and told me that your team had "done me a favor." After further discussion and the attention of other customers, she finally agreed to refund the installation cost. However, her comments to the technicians following the incident were humiliating and uncalled for.
This experience was deeply frustrating for the following reasons:
1. Disregard for Customer Time: The four-hour delay wasted my day, and the failure to install the TPMS sensors after approving and paying for them further aggravated the situation.
2. Lack of Preparedness: A professional tire center should have tools and skills to handle common issues like a stuck lug nut.
3. Unprofessional Behavior: The manager’s attitude and comments were insulting and showed a lack of respect for your customers.
4. Missed Opportunity to Resolve: The situation could have been handled with more empathy and efficiency.
I expected a higher standard of professionalism and service from Sam’s Club. I request that you address this matter seriously, ensure proper training and tool availability for your tire center staff, and consider additional compensation for the inconvenience I endured and the incomplete service.
