Caution: Tirerack Exchange Policy

[IndyKen]

Guys,

I recently experienced something you may want to weigh before buying your next set of tires at TireRack, their exchange policy. If you are not satisfied with a product you buy from them and drive on for less than 24 hours, too bad.

A bit of background first.

I've been a fan of tirerack since I purchased from them for the first time in 2004. I've now bought 5 different FULL sets of tires from tirerack and have referred countless people to their site since then because of their ability to drop ship to my local installer. The total costs are just a little less than the local tire dealer after you factor in shipping and mounting at your local shop but the products from tire rack are a little newer as it relates to "production dates". Last week I purchased the 5th set from Tirerack. This time it was Goodyear F1 GS-D3's for my IS. I ordered 215's for the fronts and 225's for the rears as this is an option for the sportcross. Here's what transpired.

Dear Tire Rack,

On Monday of this week I ordered my third set of 4 new Goodyear F1's for my 2003 Lexus IS 300 Sportcross from Tirerack. I've ordered 5 times from you guys and have been more than satisfied with your service even though I've picked a couple of "dog" brand tires in the past. Anyhow, I had the F1's installed yesterday and have put about 20 miles on them. I have a problem though. I absolutely hate the way the 225/45ZR/17's handle on the back of the car. They feel like marshmallows while fronts feel quite stable and responsive. Is there any kind of policy that exists where I am able to exchange these for the 215/45ZR/17's that I bought for the front?

Sincerely,

Ken

Dear Mr. XXXX,

Thank you for your email.

I'm sorry to learn that you're experiencing a different ride in the tires.

Unfortunately, there is not a return policy for tires that have been driven on. We cannot accept them back.

I'm very sorry for any inconvenience this may have caused. Please let me know if there is anything more I can assist you with, I'd be happy to help.

Thank you,

Melody Gersey | Customer Service Representative

__________________________________________________ ________

Tire Rack

7101 Vorden Parkway

South Bend, IN 46628

O: 888 981 3953 ext. 641

O: 574 287 2345 ext. 641

F: 574 236 7707

melody@tirerack.com

Dear Melody,

Wow, that's really surprising considering I've bought a number of sets in the past without any issues. I gotta be honest and say this issue will weigh heavily for me in the future when buying tires and I will be certain to pass along the tirerack policy to the people in my auto forums.

Sincerely,

Ken

With that said, my local Goodyear & Discount Tire shops both confirmed they WOULD HAVE exchanged my two rear tires if I would have bought these tires from them. Grant you, the Tirerack price was a lot lower than the local shop but once you factor in shipping & mounting costs at a local shop, I saved a total of $20 with Tirerack and NO EXCHANGE POLICY. For that difference, I just can't justify going to Tirerack for my 6th set. So, just beware.

Ken

[Randy&Bonnie]

..

[steviej]

Anytime I buy anything online, I completely read and review their return and refund policy. TireRack's return policy clearly states in the first paragraph that once a tire is ridden on it is non-returnable: "If you need to return or exchange an item, please call 1-888-541-1777 (ext. 360, customer service) for a Return Authorization Number. We will accept returns within 30 days of delivery. Only unused product that has not been driven on is eligible for return."

This is probably the main reason why I always go to a local tire shop that I have built up a good relationship with. They will take back tires on a prorated mileage basis up to 30 days from purchase and they will try their best to meet TireRacks pricing. They may not be able to match them since they still have to pay their distibutor for the tires, but they can make it up on other services like alignments or balancing.

steviej

[RX in NC]

Yep, always know your product before your order from Tire Rack. I like them, I've gotten fantastic deals from them, but I'll only buy tires from them that I already know are the correct application for the vehicle in question. So if you need to experiment, go to a local tire dealer. Lesson learned....

[BillyShaft]

Tire Rack is indeed a great resource for researching.

I have found that my local Discount Tire always matches/beats pricing from Tire Rack. They seem to know that people shop on line, and when you say, "I've been doing some research and Tire Rack says..." they instantly go into competitive pricing mode.

I also second the opinions posted on Discount Tire customer service. They seem to really want to take care of me anytime I come by, even if it is with tires I didn't buy from them.

[1990LS400]

IndyKen, aren't you being a little too hard on Tire Rack?

A local store like a Goodyear is always going to be in a better position to sell slightly used tires to a customer who walks into their store and can see their condition.

Tire Rack is not set up to sell used tires.

I've purchased as many as 12 tires at a time from Tire Rack -- including a set of wheels on that purchase. I've been amazed at the low "closeout" prices I have gotten by buying snow tires in early Spring and Summer tires in late fall.

I've returned only one set of tires to Tire Rack in the past 20 years -- when I accidentally purchased a set of snow tires that had a max pressure limit of 35 psi for a car which on which snow tires were supposed to run at a minimum of 34 psi. Tire Rack had a replacement set at my door before I even sent others back. I don't think they charged me in full for the second set -- only debited or credited my card for the difference -- they just trusted that I would send the first set back.

I've been super-pleased with Tire Rack and plan to buy another set of snow tires from them in early spring.

[GDixon]

Just a quick note about Discount Tire.

My RX had a flat and Discount Tire offered the best price over the phone for a fix. Mind you, the tire was stock on my RX and not purchased from them. When I got to the store the manager said, "Sure, we'll fix it for nothing." treating it as if it was one of their tires.

That is the way to build a customer base. I'll be going back to Discount Tire for my next set of tires.

[BillyShaft]

Just a quick note about Discount Tire.

My RX had a flat and Discount Tire offered the best price over the phone for a fix. Mind you, the tire was stock on my RX and not purchased from them. When I got to the store the manager said, "Sure, we'll fix it for nothing." treating it as if it was one of their tires.

That is the way to build a customer base. I'll be going back to Discount Tire for my next set of tires.

X2.

That is exactly what I was talking about in my post too. I think that their company is on one of those "Customer First" models similar to Southwest Airlines. Personally, I like it a lot and use Discount Tires (and Southwest for that matter) exclusively and always make a point to tell people about the way they treat me.

Discount mounted up a set of Goodyear Mud Terrains that I purchased on craigslist for my Jeep and because I was a customer in their system and it was a slow day, they mounted and balanced them for free. I rolled over to the Krispy Kreme and got the guys a dozen Hot Glazed for the effort.

[IndyKen]

Thanks guys for all of the chatter and tips on buying local. I probably was a bit hard on tirerack for the return policy but you know as well as I do that Goodyear would credit them for these and classify it as a defect like every other retailer would. Anyway, Tirerack called me tonight in an attempt to help me out if I still want to buy the 215's for the rears. I'll probably take them up on the offer as soon as I sell my 225's on ebay this week (hopefully) I posted em up there for $110 each plus shipping if anybody is looking for a set. It's a great deal for tires that have 312 miles on them as of tonight.

sorry, specific ebay links are against forum guidelines. have members PM you for the link or details and feel free to post them up in the Buy and Sell Forum here.

In the end, I'll post what the final resolution is with tirerack just to be fair.

Ken

Edited January 1, 2009 by steviej
eBay link

[IndyKen]

Well like I said, once it was all resolved, I'd post the final update. Tire rack extended me the offer to let me purchase the 215's for 50% off if I still wanted them. Short story: I took their offer and they shipped em out today. I was able to sell the 225's with no problem on ebay over the weekend so it came out even!! Thanks to Penny at Tire Rack for helping me out the best she could and going the extra mile to call me with the offer. Kudos. Moral of the story: "Know exactly what you want the first time round."

Steve, sorry for the earlier ebay link. Some forums let you post em, others don't.

Regards,

Ken

[paradigm]

glad to hear everything worked out in the end. i have a discount tire very close to me, so i have just gone there for all my vehicles. they have always been more than helpful and will pricematch pretty much anyone...so i haven't tried tirerack yet.

[SW03ES]

Yeah, that was no surprise to me either. I've read that on their return policy myself.

I also don't see the issue. When you buy from TireRack you are doing so for....Savings. When you buy things for savings oftentimes you wind up not getting little perks that you get if you spend a little more at your local retailer.

Typically I've been able to get local retailers to price-match TireRack shipped and mounted even when their MSRP price for tires has been WAY higher. I have also ordered tires several times from TireRack though and have always been satisfied. No sales tax with TireRack either.