I brought my punctured tyre in shortly after they opened yesterday, and they took it and said it would be repaired by that afternoon, and they'd give me a call when it was ready.
At 4:45pm I'd heard nothing, so I rang them (which was complicated itself ) -- I rang the number on the website but it took me to a call centre. The call centre put me on hold to talk to the store, came back to tell me that they hadn't had time to repair my tyre today and it would be ready sometime tomorrow.
Not particularly keen to drive another day with a donut, I had her transfer me to the actual store's number -- but then I was waiting on hold for about 5 minutes before giving up and using their call back service. They actually called me back right away -- literally 15 seconds after I hung up -- which was nice but also annoying because, why not just answer the phone when it's ringing??
So the person at the store said the same thing -- they hadn't had time to repair any punctures today but it would be done tomorrow afternoon. By this time it was 5pm and every other tyre place was closed, so I went to the store to get my tyre back with the intent of taking it somewhere else the next day.
The only positive part of this experience was the lower-level workers -- I spoke with two of them at the store and they were polite and helpful, however the people on the phone and the manager guy at the store: not so much.
When I arrived in person asking for my tyre back, one of the workers said "oh we can just do that right now, it will take about ten minutes" so I waited, about two minutes later he came back and said the puncture wasn't repairable and the tyre would need to be replaced. That's fine, but what's frustrating is that the manager TOOK MY TYRE in the morning with a promise for an afternoon repair, and yet was completely nonchalant at 5:20pm about not doing it. His response was "We were really busy today, we didn't get to any punctures" um... that's great you were busy, but it was clearly busy in the morning even when I dropped my tyre off. If it was too busy to fix any punctures, why take one?? If I'd gone 40 metres further to beaurepaires (where my tyre is now, and so far a MUCH better experience) then I would already have a new tyre.
Summary: Was promised a fixed tyre and a phone call by the afternoon, they did not do either. Overall an unnecessarily frustrating experience. Terrible customer service (except from lower-level employees in person) and I will make a point to never go there again, especially since there are so many other options.
148 Great North Rd Grey Lynn Auckland