- Report: #226416
Complaint Review: Pep Boys - Exton Pennsylvania
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Author Confirmed
Why?
Pep Boys
220 North Pottstown Pike Exton, 19341 Pennsylvania, U.S.A.
Phone:
610-524-9800
Web:
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Pep Boys Customer Service, my Aunt Tilly! Ripoff Exton Pennsylvania
My fiance has a truck that needed two new tires. Pep boys had them on sale, so I called to confirm that it was indeed the size tire on sale that we needed. I read the numbers from the tires that were on his truck, the girl confirmed that those tires were 87.00 (approx.) apiece. I was elated! Happy Early Christmas!
When I arrived, they were fairly busy, so V. Cassetera (area manager I was later informed) went out to get the size of the tire, etc.
Upon returning to the service desk, he informed me that those were NOT the tires that were on sale, and the tires I needed were quite a bit more expensive. I again told him the price I had been quoted, gave him the name of the girl I spoke to, and asked why I had been given the lower price if those were not the tires on sale? He immediately took an attitude with me, and was very condescending, saying "Let me say this slowly so that you can understand..."
Yes, I am a female, however, I am NOT stupid. The tone that he took with me, and the attitude were so offensive that I grew angry, and when I went out to the truck, I called the 800 number. I had to call several times, beginning on December 1, 2006.
Today, December 20, I FINALLY recieved a call. I gave the man who phoned all the information, and he said that HE was the one with whom I spoke, and began to argue with me that he had NOT used such a tone, nor was he condescending in any way. I said I certainly felt that way, and he said that was not his problem. He refused to do anything to rectify the situation, insisting that HE was in the right.
On the Pep-Boys website, it lists their code of ethics that EVERY associate is required to follow...and I quote (copy and paste) from their website:
" Pep Boys has always believed that good ethics and good business go hand-in-hand. Our founders, Manny, Moe & Jack, built Pep Boys on the principle of treating customers as we ourselves would like to be treated. Then and today, we strive for honest and straightforward dealings with our customers, suppliers, co-workers and security holders. It's the center of our brand personality. We're passionate, approachable, trustworthy, credible and helpful about cars. This Code of Ethics sets out general provisions that apply to all of Pep Boys' business dealings. Adherence to this Code will help to maintain the high ethical standards that we expect from all our associates. "
I do not believe that Manny, Moe & Jack would be very proud of the way V. Caserta treated me!
At this point in time, I want a written apology! I've already gone elsewhere to purchase the tires, and we were treated VERY well! The tires we purchased were on sale, however, what we ended up getting was better tires that were more expensive, but we weren't charged that extra amount, because the manager said that it was their fault the correct tires weren't sent. Also, we had to wait an additional period of time for them to finish, so he felt that was fair compensation. THAT, my friends, is customer service! Pep Boys, and V. Casserta could learn a thing or two from these people, and definately needs a crash course in dealing with customers.
It will be a cold day in Hades before I ever set foot in a Pep Boys store again! I have been telling EVERYONE that will listen about the debacle, as has my fiance'. I sincerely hope that someone important reads this and realizes that a little courtesy goes a long way, but rudeness, abruptness and the attitude that women are stupid and need to be spoken to slowly will only lose customers!
Lilliana
West Chester, Pennsylvania
U.S.A.
When I arrived, they were fairly busy, so V. Cassetera (area manager I was later informed) went out to get the size of the tire, etc.
Upon returning to the service desk, he informed me that those were NOT the tires that were on sale, and the tires I needed were quite a bit more expensive. I again told him the price I had been quoted, gave him the name of the girl I spoke to, and asked why I had been given the lower price if those were not the tires on sale? He immediately took an attitude with me, and was very condescending, saying "Let me say this slowly so that you can understand..."
Yes, I am a female, however, I am NOT stupid. The tone that he took with me, and the attitude were so offensive that I grew angry, and when I went out to the truck, I called the 800 number. I had to call several times, beginning on December 1, 2006.
Today, December 20, I FINALLY recieved a call. I gave the man who phoned all the information, and he said that HE was the one with whom I spoke, and began to argue with me that he had NOT used such a tone, nor was he condescending in any way. I said I certainly felt that way, and he said that was not his problem. He refused to do anything to rectify the situation, insisting that HE was in the right.
On the Pep-Boys website, it lists their code of ethics that EVERY associate is required to follow...and I quote (copy and paste) from their website:
" Pep Boys has always believed that good ethics and good business go hand-in-hand. Our founders, Manny, Moe & Jack, built Pep Boys on the principle of treating customers as we ourselves would like to be treated. Then and today, we strive for honest and straightforward dealings with our customers, suppliers, co-workers and security holders. It's the center of our brand personality. We're passionate, approachable, trustworthy, credible and helpful about cars. This Code of Ethics sets out general provisions that apply to all of Pep Boys' business dealings. Adherence to this Code will help to maintain the high ethical standards that we expect from all our associates. "
I do not believe that Manny, Moe & Jack would be very proud of the way V. Caserta treated me!
At this point in time, I want a written apology! I've already gone elsewhere to purchase the tires, and we were treated VERY well! The tires we purchased were on sale, however, what we ended up getting was better tires that were more expensive, but we weren't charged that extra amount, because the manager said that it was their fault the correct tires weren't sent. Also, we had to wait an additional period of time for them to finish, so he felt that was fair compensation. THAT, my friends, is customer service! Pep Boys, and V. Casserta could learn a thing or two from these people, and definately needs a crash course in dealing with customers.
It will be a cold day in Hades before I ever set foot in a Pep Boys store again! I have been telling EVERYONE that will listen about the debacle, as has my fiance'. I sincerely hope that someone important reads this and realizes that a little courtesy goes a long way, but rudeness, abruptness and the attitude that women are stupid and need to be spoken to slowly will only lose customers!
Lilliana
West Chester, Pennsylvania
U.S.A.
4 Updates & Rebuttals
Lilliana
West Chester,Pennsylvania,
U.S.A.
I agree
#2Author of original report
Tue, February 27, 2007
I do agree that there are better vendors than PepBoys, places that are better with their customer service, their knowledge and the way they conduct business. I agree too, that to spend the money on a warehouse club would be more financially prudent than to waste a great deal of time on a company who obviously doesn't care about it's reputation with the general public. But I refuse to back down. I will not. I will stand up for my rights as a consumer, and as a human being entitled to being treated decently at the very least by someone hoping to sell me something. If we, as consumers, let people like Victor Cassetera wipe their muddy boots all over us, they will do it to everyone else they can get to. I will NOT allow that smarmy, petty little boy to badger me, or belittle me without some recourse. I refuse. It is my right as a human being, an American, and a consumer! I understand that as a consumer, I have the right to take my money elsewhere, and I did! I will never again patronize a PepBoys store for any reason. However, neither will I allow some ignorant chauvanist the satisfaction of thinking that he stomped all over a poor little woman who backed down when he bared his ugly teeth! NOT ME!
Thomas
Anderson,South Carolina,
U.S.A.
You are wrong, Lilliana,
#3Consumer Comment
Tue, February 27, 2007
to waste your time on Pep Boys. I know about them from c1968 and nothing has changed. And you will not change them. Remember the addage about the leopard. There are better vendors such as the warehouse (wholesale) clubs. The lack of grief at a warehouse club is well worth the $35 per year to belong. You will get your $35 [and more] back if you buy 4 tires.
Lilliana
West Chester,Pennsylvania,
U.S.A.
More Pep Boys stuff
#4Author of original report
Tue, February 27, 2007
I still have heard nothing from them, though I have called the corporate office a few times, as well as emailed and snail mailed them! Not a WORD! So I went to the local consumer reporting section of the online newspaper here, and made another report to them, advocates, I believe they are, and maybe that will do some good! If it does not, then I will call the media, newspapers, whatever I have to do. So many of my fiance's friends will no longer go to PepBoys for their automotive needs! I will not stop until something is done. I refuse to give up on this, and will have some kind of satisfaction!
Pablo
Washington,District of Columbia,
U.S.A.
I applaud your actions
#5Consumer Comment
Wed, December 20, 2006
Thats exactly what you should do, walk out and go to another shop. I don't think enough people do it when the 'ol bait and switch is pulled or the suddenly out of stock ploy is tried. As for condescending talk from peeon sevice writers, I've gotten that too even being a guy.
