My first PBY customer experience as submitted to
PBY customer no service dept. on July
>I made my first visit to a PEPBOYS today, Saturday
July 3, 1999 at 5:30PM and I will NEVER RETURN. The
parts counter service was impeccable and with the help
of one of your employees I was able to locate an
antenna ($6.99) for my 1997 Ford Taurus. I then selected
additional car care products for a total bill of $35.00.
Your one cashier was assisting a man who had been
overcharged on his previous visit. The transaction of this
other party became complicated and your cashier
required the help of a manager, two managers came out of
hiding and sorted out the transaction for the customer.
Meanwhile a line had formed behind me due to this delay and
much to my chagrin and utter disbelief your manager
said to his assistant manager and cashier that he was
leaving and in the event they needed his help they could
page him. Then the assistant manager walked over to
another POS station and instead of opening up to care for
THE CUSTOMERS she began to do something else. Now the
customer whose transaction caused the backlog is now just
leaving and I asked the cashier why did the managers NOT
open another checkout? She answered that they must of
had others things to do. The customer behind me
replied that there is nothing more important than
CUSTOMERS are! I then asked her again why they were not
caring for us and she continued to make excuses for the
managers and argue with me. I completed my transaction
after waiting 20 very long minutes in line and left
never to return, but upon reaching my home I discovered
that the cashier left MY NEW ANTENNA OUT OF THE BAG!
NOW I AM HOME AND REALLY ANGRY! I will make certain I
tell as many people as I can this story and example of
PEPBOY'S deplorable customer service. I will also post
this message on Yahoo's Message Board attached to your
stock PBY so your investors may learn of this travesty.
The store I visited is on 6041 South State Street in
Murray, Utah 84107, telephone
Below is the PBY response.
>Thank you for
visiting our Website. I apologize for the delay in sending
this message. Yesterday after reviewing your e-mail, I
forwarded your communication to the General Store Manager
for investigation and resolution. If you have do not
receive a phone call from the manager by the end of today
please let me know.
Pep Boys Customer Relations
I have not received a call from anyone and have
sent two more messages to Becky Rowe regarding this
matter. YOU PBY EXECUTIVES SHOULD BE CONCERNED AND WE ALL
KNOW YOU READ THESE BOARDS BECAUSE YOUR FIELD PEOPLE
This is a case of apples and oranges. That person
was no customer, but a thief pure and simple. How
could he/she ever qualify as a customer when he/she
never intended to buy anything? The son-of-a-bitch
should have been prosecuted. I am aware that customers
sometimes are rude also, and very unreasonable, but they
are the reason for your job, and these type
situations, such as being unreasonable, etc are factored into
the business on startup. A wise business will make
every attempt to unruffle thier feathers and satisfy
them. Employees should not take these incidents as a
personal affront, but something they are being paid to
correct if at all possible. It's good for business!
You know just because some one had a bad
experience, they want to badger the entire cooperation. Isn't
it amazing. I can't think of any company that can
say they never had a dissatisfaied customer. I can
tell you that every store has different employees,
that handle sistuations differently, even depending on
their mood. Who knows, maybe a cashier called out, or
the delivery truck got there late. Maybe the found
out the have to remerchandise an entire isle or even
invertory a complete line of parts. Things happen every
day, every minute in the stores that can cause a
customer to have a bad or hopefully good expereince
shopping there. I myself shopped at a company that I was
extremely disatisfied with, I went to another location, and
they have made me a "customer for life". So just
becuase 1 or 2 people didn't totally satisfy you, you
can't blame the entire cooperation. Apperently there
are customers that are happy with the services that
Pep offers and do keep coming back.
A brand new ID with a negative message. I do not
know what has brought out the idiots to this board in
the last few days. The moon is not full. But every so
often, here they come. The stock is performing
reasonably well, analysts ratings are good, last quarter
earnings were good (finally!), and in the end, that is all
that matters. Some nitwit with a computer and an axe
to grind with Peps is not going to impact things
anyway. But if you do not like the company, why go there
I have been in management retail for over 10
years, I have seen all kinds of customers come in and
out. I tried to help every one equally, but you can't
because they all want different needs. No lie, I actually
caught I guy who stole the wrong parts, and not only did
he want a refund for the stolen parts, ne also
wanted the correct parts for free. Now I ask you is the
customer ALWAYS right? Are you saying that I should have
given this guy money back for stolen parts, and given
him the right parts for free?
The stories go on and on.
No merchandise stories.
Wet backs that don't
speak the language managing the store
High school kids learning the business while working
as mechanics stories.
Everyones a manager of
some sort at the stores stories.
being paid out of future earnings
Borrowing money to buy back the stock stories.
Mustang parts sold at the stores stories.
dropping to eight stories.
Becky Rowe promising to
call back stories.
Public relations are very important. I was in the
San Jose store( Stevens Creek) two days ago. Both
myself and a friend. I drove both of us probanbly 10
miles each way looking for the "GOODS". Guess
Both of us left (as well as, the three other people)
without a bag in our hand. This is not poor
employee/customer relation, it is lack of inventory.
I was not
foolish. I bought at ~$20/. Hope that someone besides the
coustomer realises that there is a problem.
and yours is to bash this company...I am going to
leave this board for a few weeks until all of you
losers (AZO faithfull) have departed and then I will
return once you are gone. Go PBY! I will count my $$$
while you watch yours shrink.