wheelsnext.com Complaint

Poor Customer Service

Reviewed by SBowns
Please Improve

This process started on April 24, 2008. I ordered a set of of expensive tires and wheels from wheels next. To start things off shipping was three weeks late and the wheels only arrived after three weeks because I called Fex-Ex and made it happen. Unfortunatley when I went to mount the tires and wheels on my car one of the tires was found to be defective. I called Wheels Next and was asked for proof of the defective tire. I sent this and was given and a week later got an RMA. I was told to send back the wheel and tire for replacement and to keep my receipts so my shipping could be reimbursed. After my wheel and tire was shipped I sent an e-mail concerning the reimbursements. It was at this point AFTER I already shipped my prodct back that I was informed I would have to pay for shipping BOTH ways. Had I known this I never would have sent the tire or wheel back as the shipping costs is easily more than that of the defective tire. I sent 4 e-mails to their customer service representatives concerning this issue(with no response) and I have tried calling only to be left on hold for over 2 hours. Now, they have one of my wheels and will not contact me. I feel like I am being held hostage for a defect completley out of my control. I have not been able to use my wheels since I purchased them and it is now the beginning of August. If I ever get my wheel back it will have to go directly into storage with the other three because our season is short and mounting the wheels for one month serves no real purpose. Wheels Next was misleading in their phone conversations with me and does not seem to care about their customers. I would recommend that people stay away from WheelsNext.com .

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SBowns says: (2 months ago)

I agree that people should come back here and post whether or not their problem has been solved. It is beneficial to the service provided here. In response to your inquiry yes my problem has been sufficiently resolved. However, the time it took to be resolved is grossly inappropriate. It should not take five e-mails, three weeks and contacting the Better Business Bureau just to get a response from your company as to the status of my RMA. I am a Business Major I would also like to point out that growth is not a good indicator of customer service and thus should not be claimed as such. Your increased revenue only shows that you are doing a lot of business not that your customers are happy or returning to your website. Anyone who reads this article should Google “wheelsnext” and scroll down the results on the first page. That will give you a pretty good picture of the company from consumers who have purchased products from Wheelsnext. Another option is to search the other reviews on this website. It is sad and unfortunate that such a clever and efficient website interface is soured by such negative word of mouth involving inefficient customer service. Nobody expects a company to be perfect all the time, but when things go wrong people like myself want to know that the company cares that they made a mistake, which means being proactive not reactive. I had to press you guys hard to get anything done and that made an already stressful situation worse. That’s why I would not buy from you again and that’s why I also would not recommend your company to friends, family, car club members or anyone else reading this comment. If you feel I am being unfair in any of this you just let me know.

WheelsnextAdmin says: (2 months ago)

Dear Customer,

Has your issue been resolved? If not please let us know. If your issue has been resolved, can you please response here that you have received your product or a refund. It is very unfair to judge a company by this board because we always solve our customers problems, but then no one ever comes back to post about how we resolve all our customer's issues. We have thousands of customers, but no company is perfect and we all make mistakes. Our company was recently recognized by Inc. Magazine in their Inc. 5000 list of America's Fastest Growing Companies. This accomplishment would have been impossible without superior customer service on our behalf. See the link here: http://blog.wheelsnext.com/index.cfm/2008/9/18/Wheelsnextcom-Named-to-Inc-Magazines-Inc-5000-Fastest-Growing-Companies. Thank you and we look forward to the opportunity to serve you all.

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