mytyres.co.uk won't take my money!

gilbert_and_sullivan

Been buying from Mytyres for many years, some of the best customer service i've ever had, OK not quite as good as Toyota but few companies are.

Could be that with cashback cards there simply isn't any profit worth having in the deal for them so they cancel the order, can't blame them.

Ultrasonic

eddddy wrote: »

Many online ecommerce systems do automatic fraud checks on each order. It could be that your orders are failing the fraud screening.

i.e. they are concerned that you will supply the wheels, and then you will do a chargeback; claim the card was stolen etc.

At a guess, your orders might be failing the fraud screening because:

- the order is above a certain value
- you're in a high risk postcode
- your address is on a fraud database
- you have previously 'upset' the company in some way

Or a combination of the above. So they want you to pay by an irreversible method.

It'll be interesting to know what their explanation is.

Can't see why there should be an issue with any of these, but if there was it would have been good if they'd told me rather than suggesting I try to make the payment again.

I still haven't heard back, and had such a hectic day at work I haven't been able to chase them.

Ultrasonic

gilbert_and_sullivan wrote: »

Been buying from Mytyres for many years, some of the best customer service i've ever had, OK not quite as good as Toyota but few companies are.

Hmmm, I struggle with the idea of good customer service! The twice I've phoned I've struggled to understand what the person I was talking to was saying due to their accents, and they have been able to provide no useful information whatsoever. Or apparently care in the slightest about about a potential customer.

Could be that with cashback cards there simply isn't any profit worth having in the deal for them so they cancel the order, can't blame them.

Neither credit card would have paid cashback for this purchase. Any cashback would be via TopCashback (3% I think). If they don't want to pay this they should pull the offer. TopCashback didn't make it up!

gilbert_and_sullivan

Ultrasonic wrote: »

Hmmm, I struggle with the idea of good customer service!

I'll give you an example.

My usual mobile chappie who does my fitting couldn't fit me in conveniently so i consulted the list of fitters that MyTyres site has, sure enough they came out and did a good job, but the cost was nearly twice what was on the listing.

OK, i paid up assuming the listing was wrong, emailed MyTyres to let them know so they could fix the wrong price, but surprisingly i got a very apologetic email back asking me to scan the receipt and email it, which i did.

Then received a further apology and refund for the difference which i didn't ask for nor expect, noticed they had updated the fitters listing accordingly.

Thats good customer service in my book, plus they have never given me a moments cause for concern in my dealings with them over a good number of years.


Never had reason to speak to them on the phone but i don't think English is their first language, but one thing is certain, their English is better than my German or Polish.

Ultrasonic

gilbert_and_sullivan wrote: »

Never had reason to speak to them on the phone but i don't think English is their first language, but one thing is certain, their English is better than my German or Polish.

I suspect the first language of the call centre staff that I've spoken with is an Indian dialect .

Not doubting you had a good experience, but I have to go back many years to think of a company I've had a poorer customer service experience from.

Ultrasonic

eddddy wrote: »

At a guess, your orders might be failing the fraud screening because:

- the order is above a certain value
- you're in a high risk postcode
- your address is on a fraud database
- you have previously 'upset' the company in some way

Or a combination of the above.

Thinking about it, if this were the case, why would they request the payment from my credit card, only to then fefund it?

Ultrasonic

This gets more global by the day!

I just phoned the freephone number at the top of the mytyres.co.uk website to be greeted by a recorded message with an American accented electronic voice informing me that their hotline is open Monday to Saturday 6am to 10pm Eastern Standard Time!

(When I phone back later I intend to cancel my original order and try again with Paypal, and without using TopCashback. A decision partly reached as the price on their website has surprisingly dropped over the last couple of days.)

gilbert_and_sullivan

Ultrasonic wrote: »

A decision partly reached as the price on their website has surprisingly dropped over the last couple of days.)

Get in as quick as possible (buy an PayPal and sort the other out after?), virtually unheard of for winter tyre prices to drop as the season deepens, wouldn't be the first time i've benefitted from what i suspected was a mistake in MyTyres pricing, possibly Euro price in Sterling, to be fair they've always honoured my deal but put the price right immediately on their website

My son bought a set of winters from Oponeo beginning of the month, a particularly good price, 3 days after his order went in the price had gone up by £35 a tyre, phew talk about last minute.

Ultrasonic

gilbert_and_sullivan wrote: »

Get in as quick as possible (buy an PayPal and sort the other out after?), virtually unheard of for winter tyre prices to drop as the season deepens...

Yes, definitely, that's why I'm a little frustrated it is proving difficult to actually place an order! Before this it also took me a frustrating 4 e-mails over 2 weeks to get Skoda UK to actually give me the full specification for authorised wheels sizes on my car, which annoyingly is not provided in the manual.

I'd never expected choosing and buying wheels and tyres for winter to become a challenge!

Ultrasonic

Ultrasonic wrote: »

...electronic voice informing me that their hotline is open Monday to Saturday 6am to 10pm Eastern Standard Time!

So at 7:30 am EST I try phoning again get the same recorded messsage. Nosing around the mytyres website a bit more it appears the number is actualy only available 7am to 9pm Monday to Friday. Grrrr!

Now to decide whether to place a new order anyway, and cancel the old one on Monday.