ComplaintsforTireMart.com

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 4 tires on 5-18-2023. In the amount of $358.00 including shipping, they were first promised on 5-20-2023. Then updated to 5-22-23. Then updated to 5-24-23. Then “undetermined “ I called tiremart 15 plus times 15 plus emails, no answers . Now a week later. ***** “ who I did not hire tiremart did” but I paid. Tiremart for my tires, ***** is stating tires are being returned to shipper tiremart. In the mean time I have no tires and have to try to recover my money from cc company. Order number 123104

  Business response

  06/26/2023

  We are disappointed that we have to say so, but this customer was extremely unpleasant from start to finish and genuinely created their own narrative about the issue.

  To start, we can confirm that they purchased four (4) tires that we shipped in two (2) ***** packages. The order was promised with a 1-6 business day delivery time, with us shipping on the 18th of May, the same day the order was placed. Any and all other estimates are just regular ***** delivery estimates which are, naturally, updated as new scans come in on the packages.
  The customer contacted us for the first time on May 23rd and already conducted themselves in a manner that was unbecoming, hostile and quite frankly unbelievable, accusing us of all kinds of inane plots and misdemeanors. The matter was in the meantime extremely simple, with the two Package being delayed with *****. We nonetheless told them that we can contact ***** to investigate to try and help, but they instantly threatened us with chargeback disputes and the like.

  The following day they already left negative reviews on multiple platforms, containing multitudes of untruths and generally copious amounts of false information, including: communication that did not happen, omission of communication that did happen, accusations of foul play on our part and other disrespectful falsehoods. Thankfully, most of those have been removed by the respective feedback platforms due to the customer's fraudulent reports.
  
  In the meantime we did contact and work with ***** to the best of our ability; one Package was never delivered and the customer was offered a replacement or refund option. The customer sadly threatened us and yelled at us via phone and email, so we simply issued a refund for the two (2) missing tires. The other ***** Package was delivered without issue; the customer vaguely reported that they did not receive those two (2) tires either but were not able to elaborate in any way, shape or form what that means, provide any evidence or show literally form of cooperation when we offered help. For example, when we contacted them through SiteJabber in regards to their review and offered help, they first incessantly responded with vague ranting about the issue, but when we told them what the actual state of matters is and offered help, they ceased responding.
  
  All in all, although we are more than ready to apologize once again for the original ***** issue with a slight delay on one Package and loss of the second one, we did offer the customer help in earnest and did what we could to resolve the issue.
  Sadly, the customer was completely unreasonable and hostile from the get-go, preventing us from working with them with any level of normality. It is extremely rare that we're forced to say so, but here we are simply forced to accuse the customer of either purposely engaging in foul play or being unwell in some way, as their demeanor and communication from the very beginning has been completely incoherent and hostile, as well as unacceptable above all else.
  

  Customer response

  07/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: they are lying it took me 3-4 days before I got a email, they then tried to get my review’s removed from other sites “I answered all their responses and my reviews are up. ‘ well not on their page. The tire mart are dishonest on every level we never received the first shipment. But tire mart simply said tuff and sided with. **** **   Dishonest business 
  
  Regards,
  
  *** *****
  

• Initial Complaint

  12/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been waiting for weeks for my order. I have tried to contact this company several times ************ and after being on hold for a very long time it finally goes to a message that says there isn't an operator available and to leave a message. I have called back and used the option they give to leave a number and someone will call me back. No one has ever called back and I have done this several times. I have tried to use their chat it never gets a response either and I have sent emails. I have a ***** tracking number ************ and it says a label was created 11/289 and nothing after that. I would either like to get my order or a refund. This company has been unresponsive and I have tried everything.

  Business response

  01/13/2023

  Although we do apologize if you could not reach us at times due to the phone line being busy with other callers, we have to advise that this Order is from November and that we've never received any email from you.
  
  Our phone has experienced waves of increased traffic in recent months, but we likewise have plenty of periods where our Agents were able to reach every customer in a short time!
  The Callback system is currently disabled and not offered at all.
  
  More pertinently, we've checked and must say that we've not received any email with your name, Order Number or email address. Otherwise, as of the time of writing, our most oldest email is less than an hour old - so we certainly don't have any unresolved emails from you!
  
  We're thus unsure how or why you were unable to reach us, but can advise that regardless of that we're constantly working to improve our service in all aspects.
  
  Sadly the ***** issue is completely legitimate, we can see and confirm that your Package was lost immediately upon pick-up, with ***** failing to scan it or report back to us in any way.
  
  As such, we'll be more than happy to assist you with a Refund while we investigate this with *****, as we can confirm that you never received your Tires.
  
  Thank you for your understanding.
  

  Customer response

  01/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order ****** was placed for 4 tires 10/27/22. I failed to catch that I ordered the wrong size until they were received 10/31 trk#'s ************ & ************. I received 4 tire with 2 being wrapped together for each shipment. On the same day as received I emailed and requested to return them. I had no response after several attempts via email, online chat, and phone calls. November 8 I got through via phone and was told to email pictures which I did the same day. I got a response back with instructions and a address to return the same day. I have access to ***** and processed my own shipping as allowed per the instructions. The shipments were secured the same as received and I wrapped tape around the paperwork to prevent any issues. I emailed the tracking information as requested in the instructions. ***** trk#'s ************ & ************ and shipped them the same day 11/8/22. i received email via ***** that the packaged were delivered 11/10/22. I emailed POD and inquired about my credit 11/18/22. The next day i received an email stating that only 2 of the 4 tires were received. I emailed several times with the same response that their warehouse only received 2 with the latest being 12/2/22 with no updates or credit issued. POD shows that both shipments were received so I can't make a claim to *****.

  Business response

  01/06/2023

  We do thank you for your fair and accurate representation of events within this Claim.

  With that said, although we certainly do apologize for delays that occured, we do wish to reiterate that we legitimately never received the remaining two (2) Tires!
  
  Namely, we did file ***** Claims using our Premier Business account for your two Packages; this should have not been possible per se given that they were your Packages, but ***** did allow us.
  After a while, ***** did close the Claims and admitted to fault, citing that some issues occurred during handling, leading to the two (2) Tires being lost.
  
  As such, with that confusion sorted, we did process you with your Full Refund.
  
  To that end, we do apologize for the longer than normal wait times you experienced while trying to communicate with us - there was quite an increase of incoming traffic at the time, leading to delays.
  Likewise, although you did ship your four (4) Tires correctly, our Warehouse likewise correctly reported that they only received two (2) - so we had no other choice but to investigate the matter and dispute it with ***** since, after all, the burden of a successful and accurate return is with the Customer.
  
  Overall we are happy that the situation was ultimately resolved with a Full Refund as you had requested, while we do once more apologize for any and all mistakes on our part that led to the delay.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased tires on September 16 they was the wrong tires and I called customer service no. Newer or return call. I then emailed and finally get a response back. I took pictures of the tires like they asked me and had to wait for another response. They took 43.00 off for a shipping label to do a return. I sent the tires back in October it's November and I still haven't received my money back. There customer service is atrocious and they must not have enough staff because this is absolutely Un professional to be waiting this long. I got the tires quick I reported this quickly. I want my refund already

  Business response

  11/18/2022

  We do understand your frustration and do believe that you were fair in your criticism.
  
  We did our best to ship the Order out as soon as possible; furthermore, we likewise did our best to help you with the Return by answering your phone call, email or live chat as soon as we could, but sadly we indeed were dealing with extreme amounts of traffic.
  
  The issue that caused the communication delays did spill over to our Returns team, which is why you waited longer than usual for the Return to be confirmed and the Refund issued.
  The Refund itself was processed on November 7th and you should have the funds by now, as our payment system reports it as having settled on the same day.

  Overall, we can advise that we have taken numerous steps to improve our overall service and functionality in the face of these increased volumes of traffic.
  
  The types of delays you experienced are definitely not the norm and we earnestly apologize for any inconvenience.
  We assure you that we put in maximum effort to assist you correctly.
  

• Initial Complaint

  10/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased 4 tires from their website on october 22. they advertise their website saying they will shipp out same day if ordered before noon which i did. its now tuesday october 25 and i have not received any update regarding my order, I have tried calling but they dont answer the phone more then 2 hours on wait time to not pick up. they are shady and all the reviews writeen by real people have the same issues. they responded to one email and i asked for my moeney back and they have not responded since

  Business response

  11/10/2022

  Apologies but this complaint is not valid for at least three important reasons.

  Firstly, the Order was placed on a Saturday, which is not a business day. This is clearly outlined and explained on our website.
  
  Secondly, you placed the Order with an incomplete address, forcing us to stop the shipment and contact you.
  

  Thirdly, we did contact you and once you requested cancellation issued you a Refund on October 26th.

  We have no issue acknowledging that there was a lot of traffic at the time that led to delays and do apologize for any inconvenience caused.
  With that said, your characterization of the issue is clearly invalid, while we do not appreciate accusations and implications of "fake" reviews.
  
  Thank you for your understanding.
  

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 4 of 2022 I purchased 2 wildpeak a/t3w p245/75 r16 112t extra load tires from mart.com. I used their website to determine what size tire my vehicle would need. My purchase was for $399.64, When my order finally arrived, I realized they didn't fit my vehicle. On October 19 I attempted to contact their "customer support" about filing my return. *************************************** is a link to their return policy on their website, and I am eligible. I first tried to call them on October 19, I was on hold for over 2 hours. When a representative finally picked up they said they would send me an email, told me to email them pictures of the labels. They gave me no other information about how to process this return. I sent them the email with photos of the labels attached, and they never got back to me. that was last week. since then I have continued to try and contact them. right now I'm on hold again its been over an hour so far and no one answered yet. The live chat they have on their website says there are 0 people in front of me, however there is no one to talk to. each time I tried their live chat on their website, the request times out for waiting too long. I figured out I could log into their website as a customer and request a refund that way, so I did that. when I made my request their website redirected me to a screen that said "this order contains no products that can't be returned. Have you already returned the items in this order?" however they never processed my return, gave me any information on how to return their product, and still took my money. I really just want to return these items. the only response I got from this company was an apology about how they can't meet demands, if that's the case then they shouldn't be taking peoples money if they can't deliver what is advertised on their website. I don't understand how they can legally be allowed to do this to so many people. my order number is ******, and my tracking number ************.

  Business response

  11/02/2022

  We can advise that we did provide you with information about the Return process on October 25th; once you can, please respond back and we will likewise do our best to get back to you and proceed.
  
  With that said, we do apologize that you had issues reaching us, we're currently dealing with extreme amounts of traffic and simply cannot reach everyone in time. We've taken measures to address this and are doing whatever humanly possible to improve and service our Customers as soon as and as best as we can.
  
  It should be noted that your comments are not otherwise appropriate, as there is no "legal" issue here; you purchased something and we did our best to provide that Item to you. In fact, both yourself and us have established that you did received the Item you purchased.
  Naturally, you certainly should have the ability to Return the Item to us and you are indeed correct when you say that you qualify for the Return Policy.
  Simply, we encountered a huge and sudden increase in incoming traffic volume, leading to delays in processing and communication. As explained, that is not the norm and we've been doing what we can to resolve that.
  
  Overall, we acknowledge the unwanted inconvenience caused by the delays but do reaffirm that we've been doing our best to help you and all other Customers.
  You will definitely be able to process the Return as needed.
  

• Initial Complaint

  10/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  These tires was purchased Wednesday 10/19/22 because they had a day guaranteed shipping well its now two days later and the tires havnt even shipped these people do not answer emails.. I also spent 2 hours on the phone today and still did not get a chance to speak with anyone... Tried the liv3 chat but still no one to help there either these people have over 1100 dollars of my money and I want my product or my money back asap... I have missed my dead for inspections dealing with these people

  Business response

  11/02/2022

  We earnestly apologize for any and all unexpected delays!
  
  We always do our best to ship out every single Order as-advertised, which does include shipping them out within 24h business hours of the Order being placed.
  
  In this case, we did ship on the 20th, but sadly some local ***** delays occurred, leading to a later than expected pick-up.
  Combine that with a software issue that led to the Tracking Numbers not being provided, we can definitely understand your frustration.
  
  Naturally we do our best to reach every single Customer as soon as possible, but recent increases in incoming call volume have led to this situation where sadly we are a bit behind schedule and cannot reach everyone as soon as we'd like.
  
  We're taking measures to improve and adjust our service to help accommodate for this in multiple aspects.
  
  To that end we do apologize once more for the unfortunate communication issues and are happy to see that you have since received the Tires on the 22nd!

• Initial Complaint

  10/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Paid for tires not shipped and cannot contact company. Not answering phone calls, emails or online chat. I feel like I was scammed out of my money.

  Business response

  10/25/2022

  We can verify that your Order was placed on October 4th in the afternoon, requiring shipping on October 5th.
  
  Sadly, due to certain logistical delays, this was not fulfilled as expected, meaning that your Order was instead shipped on October 6th.
  
  Your Order was then delivered to you by ***** on October 9th, which is still within the usual 1-6 business day estimate.
  
  With that said, we do certainly apologize for not being able to ship out your Order on time as expected.
  
  Similarly, although we do regularly answer calls, online chats and emails, we're currently dealing with extraordinarily extreme amounts of incoming traffic.
  Despite our best efforts we simply cannot reach everyone as soon as we'd like, but we are of course taking measures to account for this and improve our current status.
  
  With that said, we do deeply apologize for any frustration caused and assure you that we're doing whatever we can to optimally meet all expectations and promises!
  

• Initial Complaint

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Tiremart.com advertised a brand new wheel on ***** It took them longer to ship then it stated. When I finally received the package, it had "bad" written on the box. I looked it over and noticed it was spray painted black in certain areas, so I knew that it was not new. I took it to the local tire shop who showed me that it was bent, and they tried to fix it. They wrote on it with a yellow or gold marker marking the spots that they had to bend back. They sold me a faulty wheel that could have caused damage to my vehicle and stated it was new. It was damaged. Also, I contacted them and they said they would refund me money and then stopped communication. I can have the wheel repaired for $150. I should not have to pay to get a "new" wheel fixed. They have stopped communication with me. But, I am also thinking of how bad it could have been if I put a bent wheel on my car. I could have damaged my vehicle and it could have costed me a lot more.

  Business response

  09/19/2022

  We do earnestly apologize that you received a clearly sub-par item as well as for the communication delays.
  
  We're doing our best in every single instance of communication to work with our customers and help them as soon as possible, but sadly we've been hit with extreme levels of incoming traffic recently, leading to these delays.
  
  The situation with the wheel itself is completely new to us, we've never ever had a wheel in such condition provided by our Suppliers.
  Naturally we're still investigating how this situation occurred to begin with and will ensure that it does not happen again in the future.
  To that end we do apologize once more and assure you that we did not knowingly or purposely sell such a wheel.

  As per our most recent communication we did provide you with a Free Return on the 13th of September, so that you may return this wheel to us for a Full Refund or Exchange.
  
  Please do use it to send this questionable wheel back to us and we'll be more than ready to follow through as promised!
  
  Thank you for your understanding and apologies once more for any inconvenience inadvertently caused.
  

• Initial Complaint

  05/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Yesterday I went to get the inspection for my car and it turns out it didn't pass the inspection because it needs new tires. I missed a day of work yesterday and today because of this. So I need new tires as soon as possible.So I decide to look for new tires and I found this website: www.TireMart.com also known as BestUsedTires.com To my surprise, it looks like it's even a local business! So to me this is even better because I'll be able to support local businesses and I'll even get the tires faster because the shipping will be pretty fast because they're not too far away from me. So I go ahead and buy the tires and it goes through. My order number is #******. I even got a coupon for $15 off! So it was a good deal. I paid $433.24. Sadly, I bought it after the shipping cut off time so I had to wait until today (Friday) for them to ship the tires.Well, it turns out the business send me an e-mail saying that they had a "system error" and that the price for the tires were not accurate. I paid $433.24 for the 4 tires but somehow they say it's not accurate and cancel my order. When I go back to the website, I still see that the price of tires is the same! I was so confused.Instead of honoring the price and shipping the tires they already charged me for, they just cancel the order.Not only that, they try to sound generous by offering a "$15 dollar coupon for the next purchase" as an "apology". What? I already got that coupon before they even gave it to me! I used it for my order! So they're basically not giving me anything at all!I tried to support local businesses buying tires from them and this is what I get?I'm really disappointed. It's really a shame. How could they do this to a 60 year old woman?I'm filling this complaint because I would like them to do the right thing and honor the original price and ship the tires.I'm not at fault here. I bought the tires and paid them. They should honor their prices.

  Business response

  05/19/2022

  We do sincerely apologize for any and all unwanted inconvenience.
  
  There was no intention to cause you any sort of trouble related to your car inspection, in all circumstances we do try to perform honestly and accurately.
  
  In this case a legitimate system issue occurred and sadly multiple Orders were affected; as a result, a decision was made to cancel all of them out of necessity, given that each Item was listed for several hundreds of dollars lower than needed.
  We try to be fair and avoid cynical or selfish business practices, but we simply cannot a large amount of Orders to be shipped out a such an excessive loss.
  
  That is why your Order was cancelled and a Refund promptly issued, as the price you purchased the Tires under was inaccurate, unrealistic and unfeasible to honor.
  We did try to rectify the system issue as soon as we could, but sadly both external and internal software issues led to some delays, hence why the Price you saw was still shown for a short time.
  
  The courtesy discount was intended to not only replace but combine with the one you had used, allowing you to receive a significant discount on a new Order.

  Once again, we do deeply apologize about this extremely unlikely and rare situation - we put a lot of effort to ensure that our website and services run smoothly, hence why we were shocked about this unexpected issue and were forced to take strong action to rectify it.
  There was definitely no bias against you or any intention at all to cause you any stress or inconvenience; that is what we tried to convey in our correspondence with you, as we did not wish for you to feel slighted or targeted in any way, quite the opposite.
  
  Thank you for your understanding.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩