Jason M.
Great prices, but didn't ship in the timeframe stated & unclear shipping times
I purchased a tire for my wife's car and it clearly stated if ordered before 1:00 PM EST it would ship out the same day; that didn't happen. The label wasn't created until the next day. When I reached out to customer service they tried to blame the FedEx guy for not scanning it yesterday, but that's not true. There's nothing to scan and ship if there's no label created yet. They also said the tire would take 1-6 business days to get here which is unlike the other competitors online who have it to you in a day or two at most. The customer service rep also ended our conversation before I was done with the discussion. Only reason I gave it two stars is because the price for the tire was really good. In response to their reply, I have two items: 1) This conversation with the rep was via an online chat not a phone call 2) I've ordered multiple times from TireRack & TireBuyer and the tires were there either next day or two days later. No idea if they guarantee that or not, but it's been reality for me multiple times.
Response from TireMartMay 19, 2023
We can acknowledge that the order was placed on the 17th before the cut-off but sadly was not shipped on time due to some unexpected logistical constraints, being shipped out on the 18th early in the morning. For that we do earnestly apologize! At the time of your communication the Label was indeed created, explaining the comments from the representative; they did believe that the delay was due to the logistics issue, which could have been explained by the FedEx scanning process among other factors. We do usually deliver within 1-2 business days in fact thanks to our wide network of locations, but the general estimate is there for certain fringe cases. We do not believe that there are any competitors that guarantee such a time-frame. It sounds like they happened to have locations closer to you, while we did not at the time; the majority of our customers enjoy 1-2 business days deliveries due to the aforementioned warehouse network, it simply sounds like you were unlucky in that regard. Finally, we'll be happy to investigate the communication but our representatives are to never end any conversation before the customer clearly indicates they want to.