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Date: Thu, 17 Feb 2000 07:20:36 -0600
From: "sprwrnch" <sprwrnchnopsamigy.net>
Subject: Re: PLEASE READ AND FORWARD: PepBoys' and their shoddy service


FIRST OFF, WHAT THE FUCK WERE YOU THINKING!!!!!!! PEP-BOYS IS FULL OF NOTHING BUT RECYCLED MC DONALDS EMPLOYEES, THAT ARE TOO BUSY POPPING PIMPLES, WATCHING BRITNEY SPEARS VIDEOS, OR TAKING GERITOL, TO BOTHER WITH SOME MEASLY TAILLIGHT ASSY. IF YOU WEREN'T TRYING TO BE SO CHEAP, YOU NEVER WOULD HAVE GONE THROUGH THIS HUMILIATION. "DISCOUNT AUTO PARTS" IS AN OXYMORON, KINA LIKE "MITITARY INTELLIGENCE". Gentleman-X <jerry01nopsams.com> wrote in message news:38AB558F.AB85E989nopsams.com... > I ask that everyone forward a copy of this to friends and family in the > name > of customer service. Please feel free to read about my experience. > > I want to voice my experience with PepBoys, who you may know is a retail > > store which deals in automobile services such as car parts and car > services. > > I walked into my nearest PepBoys shop on Friday, January 28th, 2000 at > about 5:30pm. I had wanted to order a left hand side directional lamp > cover that goes over the light bulb for my car. The gentleman at the > counter had checked the catalog from the parts warehouse they order > from, > looked it up and said that it would be $16.00, a pretty good price, I > thought. However, I was told that since the warehouse shop where the > parts are ordered is closed, it would be best if I had done the ordering > > during the day, so, I said "fine", and I had left. > > I wasn't able to call PepBoys until Wednesday, February 2, 2000. I had > planned on calling in a credit card number to order the left hand side > directional lamp cover. However, I was told that I could not order the > part over the phone with a credit card number, but I had to bring the > card > in because they needed an imprint of the card. Boy, I wish they had > told > me that on the previous Friday. So, I asked to talk with the manager on > > duty at the time, and explained the situation to him that I had needed > to > order the part, but was told the previous Friday that I should order it > during the day. But, I went on to say, I couldn't order it during the > day > because I had to be at work, so what should I do if I can't leave a > credit > card number? The manager said to come in at night, and they would just > place the order the next day. Gee, I wish they told me that during my > visit to them last Friday. > > Unfortunately, I wasn't able to make it into PepBoys until Friday, > February 4, 2000. However, at least I gave PepBoys my money, and > confirmed with them that they had what I was looking for, the left hand > side directional lamp for my car. They confirmed that they did, as they > > had a catalog number for it, which they entered into my order on their > computer. I was told I would get it in one to two business days, > Tuesday > being the latest it would be in at the PepBoys shop. > > On the following Wednesday, February 9, 2000, I had called the PepBoys > shop to make sure that my part had come in. When the representative > answered the phone, after typing into his computer, he had said to "call > > back tomorrow" rather abruptly, making me wonder if they had in fact > ordered the part yet. I asked them, "did you order the part?". The > representative had said "yes, we ordered it, but call me first thing > tomorrow". So I said to myself, "fine". > > I called PepBoys the next day on February 10, 2000, to confirm that my > part had in fact come in. The representative had said "yes". So, I had > > mentioned to them that I would be picking it up that evening at about > 8pm. > > After getting home a little later, I decided to take a look at my new > purchase that would go on the left hand side of my car, only to discover > > that it was the lamp directional for the *right* side of the car. How > could this be, I thought? As I know the gentleman I talked to at > PepBoys > when I ordered the part on February 4th mentioned they had the left hand > > side directional lamp cover, and even put the catalog number into the > computer. I decided that I would call PepBoys the very next morning to > exchange the part as they were closed by the time I had gotten home on > Thursday night. > > On Friday, February 11th, I had called PepBoys first thing in the > morning > to explain to a staff member there that I had ordered the left hand side > > directional lamp cover and got a right hand side one. The gentleman I > spoke with on the phone let out an abrupt "we don't have the left hand > side". I had said that the gentleman I spoke with at PepBoys originally > > told me that he did and even put the order number into my order. I got > responded with another "we don't have the left hand side piece". I had > questioned to him that how can the parts warehouse have a right hand > side > directional lamp cover and not a left hand side? To me, that sounded > absurd. After getting met with a third abrupt "we don't have that > piece", > I asked that I talk to a manager. > > I had gone over my whole saga of ordering this piece through the > manager, > and once again was met with "well, we don't have that part, go to a > dealer". He didn't even offer to check the catalog, or to call the > warehouse parts store to confirm/not confirm that they didn't have it, > and > basically just brushed me off, not wanting to be bothered by my problem. > > I found this extremely disturbing and rude, and if PepBoys never did in > fact have the piece, they should have told me that they didn't when I > had > originally gone in to order the part on Friday, January 28th, 2000. > > So, from there, I asked the managers name and asked him who I should > report > him to. He gave me his name and told me to call 1-800-PEPBOYS. I > immediately > called the number. > > Finally getting in touch with a customer relations representative, I > once again voiced > my complaint that Friday morning and was told that I would a district > manager would call > me within 24 hours. Not a business day, but 24 hours. > > By Saturday at noon, I had still not received a call from a district > manager at PepBoys. So, I left another message on Sunday as the > customer relations office was closed. I called *again* on Monday > morning, and by Tuesday afternoon, had still not received a call from > the district manager within 24 hours, as the customer service > representative had originally promised. So, I called one more time on > Tuesday, and had told the rep that they can also let the district > manager know that I will be reporting PepBoys to the Better Business > Bureau. > > And like that, I *finally* got a call from the district manager > literally five minutes later. How about that? However, at that point, > it was too late. I basically told the manager I will be dealing with > another business to order the part that I had originally needed, as I > refuse to deal with PepBoys anymore. I also told the district manager > that I would be reporting PepBoys to the Better Business Bureau and that > I would contact as many people as I could to tell them about the > inexcusable experience I had. I ask that you make this information > known to as many people as possible. Excellent customer service is rare > these days, and hopefully, making poor customer services like this known > to the general public may make businesses think twice about what is most > important. So what I ask is that everyone forward this message to their > friends, families.anyone they can think of. I want the word spread > about PepBoys. > > >

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