Breadfan
04-07-2009, 04:46 PM
Oh my how I miss Tire Rack...but alas they do not carry Nitto...!!!
In my quest to find a pair of Nitto 555 front tires for my MM, which I need due to highly worn fronts, I found an "IN STOCK" notice on Performance Plus Tires website.
I figured, ok, maybe they're not really in stock - even Discount Tire didn't have them in stock. But perhaps, they had them in their own warehouse.
Well turns out, no, they didn't. But that's not my gripe.
My gripe is the total lack of communication when an order doesn't go as planned.
I ordered on a Sunday night.
By Friday, 5 days later, there was no email, phone calls, or tires. Nothing.
I called them on that Friday. I spoke to very nice people who informed me that Nitto didn't have any in their local warehouse, but did have two in Tennesee, just 2 states away. They were drop shipping that day, and I'd see them Monday or Tuesday. Even better, a tracking # was on it's way via email.
Today, Tuesday, I came home and found no tires. In these 2.5 business days and 2 weekend days I also found no emails, or phone calls.
So I called again. When I was done being on hold twice for 10+ minutes, and directed to someones voicemail, I called back and got again nice people to speak too.
However, I was informed that Nitto had made a mistake in their inventory and only had one in that location. But they found another in another location, and both would ship and arrive Friday.
That was too much for me. I immediately cancelled my order. I was told "But they already shipped!" However further investigation discovered they had actually NOT yet shipped. Order cancelled. They are calling Nitto to cancel the shipment.
I know - I was close to finally getting my tires.
And I also know, these things happen in terms of stock and inventory - and I don't mind. I would wait nearly 2 weeks to get what I want if backordered.
BUT HERE IS THE KEY. I NEED TO KNOW ABOUT THESE ISSUES.
In today's internet world there are MANY ways to contact folks. Email. Phone. Cell Phone. Heck it's hard NOT to contact me. Yet in 10 days the only time I've made progress on this order or found out any details is by calling them and being on hold.
Also, I'm a first time customer at this place. Although the 'net found me their website and some good reviews, I'm still sending a good chunk of change to folks I've never met, and a company I've never dealt with. At the end of the day, a simple email stating there is a shipping delay due to stock issues at the warehouse lets me know they're working to fullfill the services I have paid for and provide me the goods I ordered.
Without that, it's like a black hole.
The lack of communication was too much. Discount Tire can get the same tires from Nitto. I'll give them a chance next.
I may have set-back the date I actually get my tires, then again, who knows what else might've cropped up I would've never heard about.
Performance Plus looks like a nice place. They had an opportunity to earn business from me. I have 2 cars. My family has more. I'm often sought by my immediate family as well as other relatives to help them find and order tires online b/c they realize it's a better deal than going to a local chain, but they need help picking out a place.
In my eyes, they blew that opportunity, and all it would've taken was 2 emails.
In my quest to find a pair of Nitto 555 front tires for my MM, which I need due to highly worn fronts, I found an "IN STOCK" notice on Performance Plus Tires website.
I figured, ok, maybe they're not really in stock - even Discount Tire didn't have them in stock. But perhaps, they had them in their own warehouse.
Well turns out, no, they didn't. But that's not my gripe.
My gripe is the total lack of communication when an order doesn't go as planned.
I ordered on a Sunday night.
By Friday, 5 days later, there was no email, phone calls, or tires. Nothing.
I called them on that Friday. I spoke to very nice people who informed me that Nitto didn't have any in their local warehouse, but did have two in Tennesee, just 2 states away. They were drop shipping that day, and I'd see them Monday or Tuesday. Even better, a tracking # was on it's way via email.
Today, Tuesday, I came home and found no tires. In these 2.5 business days and 2 weekend days I also found no emails, or phone calls.
So I called again. When I was done being on hold twice for 10+ minutes, and directed to someones voicemail, I called back and got again nice people to speak too.
However, I was informed that Nitto had made a mistake in their inventory and only had one in that location. But they found another in another location, and both would ship and arrive Friday.
That was too much for me. I immediately cancelled my order. I was told "But they already shipped!" However further investigation discovered they had actually NOT yet shipped. Order cancelled. They are calling Nitto to cancel the shipment.
I know - I was close to finally getting my tires.
And I also know, these things happen in terms of stock and inventory - and I don't mind. I would wait nearly 2 weeks to get what I want if backordered.
BUT HERE IS THE KEY. I NEED TO KNOW ABOUT THESE ISSUES.
In today's internet world there are MANY ways to contact folks. Email. Phone. Cell Phone. Heck it's hard NOT to contact me. Yet in 10 days the only time I've made progress on this order or found out any details is by calling them and being on hold.
Also, I'm a first time customer at this place. Although the 'net found me their website and some good reviews, I'm still sending a good chunk of change to folks I've never met, and a company I've never dealt with. At the end of the day, a simple email stating there is a shipping delay due to stock issues at the warehouse lets me know they're working to fullfill the services I have paid for and provide me the goods I ordered.
Without that, it's like a black hole.
The lack of communication was too much. Discount Tire can get the same tires from Nitto. I'll give them a chance next.
I may have set-back the date I actually get my tires, then again, who knows what else might've cropped up I would've never heard about.
Performance Plus looks like a nice place. They had an opportunity to earn business from me. I have 2 cars. My family has more. I'm often sought by my immediate family as well as other relatives to help them find and order tires online b/c they realize it's a better deal than going to a local chain, but they need help picking out a place.
In my eyes, they blew that opportunity, and all it would've taken was 2 emails.