I had the worst customer service experience of my life here and strongly urge any potential customers to stay far away from this place.
This is the story:
I ordered my tires online, from tirerack.com, and had them shipped to Albany Tire Service for installation; I selected Albany Tire Service in part because they advertised on Yelp with a coupon indicating "$60 off 4 tires installed."
Upon arriving at the shop to drop my car off, I was told that the coupon was valid only for the installation of 4 tires purchased at Albany Tire Service. There was nothing on the coupon that indicated this to be the case.
My big mistake was to ask to speak to the manager, Jon, when I came to pick the car up.
At that point, I had accepted that I would not get the $60 off.
I understood that their intention was to offer a deal for customers buying tires, but the coupon's language was still vague: it indicated a deal for the service (installation) as opposed to the product (tires).
I wanted to speak to the manager to inform him of the confusing coupon and urge him to have it changed, so that at least future customers wouldn't be confused.
This is how that went:
Me: "Sir, there's a coupon on Yelp indicating $60 off 4 tires installed. It's quite confusing because it doesn't indicate that the tires have to be purchased at Albany Tire Service."
Jon, the manager, scowling: "No."
At this point I try to show him the coupon. He doesn't look at me.
Me: "See, it says "4 tires installed" - it doesn't say anything like "$60 off 4 tires (including installation).""
Him: "You're reading it wrong."
Me: "I'm not reading it wrong: I think it's confusing, and you might want to change --"
He interrupts: "YOU ARE READING IT WRONG! There's no way we'd give $60 off tire installations! FOUR TIRES INSTALLED MEANS FOUR TIRES, BOUGHT AND INSTALLED. YOU ARE READING IT WRONG!"
I try to reason with him, but he just leaves. I'm left flabbergasted. Speechless. There was nothing to suggest he would explode like that and treat a paying customer in such a way.
Look, I get that people make mistakes. We all do! The coupon's vague language, by misleading potential customers, was such a mistake.
But there is nothing that justifies treating a human being with such flagrant contempt.
If anything, this should be a lesson in customer service: had Jon offered an apology, saying that he could understand how a customer might be confused and promising to update the coupon, I would have left with a completely different impression of the place.
Instead, I urge any and all potential customers to stay far away from this place. At least until Jon leaves.
There's no telling when he will explode at a customer again. You don't want that customer to be you.