davepl

Last week I ordered a new set of wheels and tires from TireRack online for my '03 CL600. They called me immediately to confirm the fitment, and I happily awaited my 3-day shipping.

Early this week I get an email from a "Verification Specialist" that they can't reach me at my billing number (true, since I work for a living, I'm at work). She says I must call her.

Which I do, repeatedly, only getting voicemail. Now I'm getting frustrated, because I paid for expedited shipping, and getting a little annoyed at the implication that I am somehow ripping them off.

Even though I've ordered many times from them in the past, with this same card, suddenly I must have turned criminal.

I left messages and emails with the CVV2 code verification from the back of my card and noted that they were being shipped "signature required" to the billing address of the credit card, my order was still sitting there as "awaiting credit card verification".

So, I cancelled it and bought it locally at Discount Tire where they didn't fingerprint me or anything!

As somehow who's made my living selling software by credit card over the internet, I'm fully aware the risks they are exposed to, but this was just horrible customer service and they bungled a multi-thousand dollar order.

Maybe a few less "verification specialists" and a few more "customer satisfaction specialists" are in order.

Brunelleschi

I can understand and appriciate you aggrivation, but maybe we should wait and see exactly what the the problem was before bashing on old tire rack. I have had nothing but good experiences with them or discount tire direct.

awiner

Did you order through Luke ? Everytime I have ordered from Tire Rack, Lukc has taken really good care of me and gets my items shipped ASAP.

davepl

No, from what I understood there's no extra discount (correct me if I'm wrong) so it seemed like another layer of indirection with no particular benefit.

I stand by my opinion that an online store, given the CVV2 code, should be able to ship an order signature required to the billing address on the card from a prior customer.

Their policy, apparently, does not agree.

Luke@tirerack

Sorry, you had a problem but, I am here to offfer assistance whenever needed ...... maybe the problems could have been avoided if you would have let me know what's going on or called me directly

awiner

See Luke, another reason to work out a MBWorld.org discount.

davepl

As a data point, I used to work for a "small computer company in the Pacific Northwest" which got 10% of Discount Tire and DiscountTireDirect, so there =is= room in the margins...

Randy B

I went through the same crap the last two times I ordered from Tirerack. While I do appreciate ther ease of web availability and prices, I phone my order every time with Luke or whoever is filling in for him (As I have ordered twce while Luke was on out, baby time and vacation). The same stupid thing arises everytime, about the creditcard verification. The good news tirerack has upgraded the shipping each time from three to next day because of the delay that they caused. So yes extra frustration and time wasted on crap, but I just factor in the time for rodering from them. I will say that they were very good about swapping out tires from Conti. that were out of round after I had mounted them. They shipped new ones two day, and picked up the originals a week later with call tags from UPS. So i'd give them an above par so far overall.