RANT Defective Tires from 4WD--No Jeep Beach for my TJ - Jeep Wrangler Forum
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Old 04-20-2015, 02:15 PM
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RANT Defective Tires from 4WD--No Jeep Beach for my TJ

So we bought five IROK ND tires from 4WD, and after getting all new parts on (i.e.: new lift, etc. to accommodate new wheels and tires) two of the five tires could not be balanced AT ALL. The tire shops say the tires are defective.
Emailed 4WD Friday--no reply.
Call 4WD Saturday, and speak to Jessica who says we can ship them back for replacement via UPS. I informed Jessica that the Jeep was on a jack, considering we only have three tires then, and are slated to attend Jeep Beach in Daytona this week--our family trip, for which two vehicles are required since the JK only holds four of our six family members. I tell Jessica two-day shipping is needed because not only are we currently sharing one vehicle for a family of six this week, but the replacements need to be received, mounted, balanced and aligned by Thursday night, necessitating they arrive Wednesday (my UPS guy doesn't get here until after 5.) She said she would talk to her manager Monday morning and let me know.
UPS is closed Sunday, so they shipped out first thing this morning (Monday) while I was on the phone with Tom, the 4WD guy here on the forum. Tom said he would give me a call around lunchtime to let me know the status and would also speak to his manager.
It's Monday afternoon, and I have no phone call, so I call 4WD (because really, where am I going to go while husband has the Jeep at work?) The rather snarky rep tells me the return has already been closed out and has the tone I should be GRATEFUL they are replacing faulty tires.
Oh, and they're being shipped GROUND UPS from TEXAS to Florida....
Sorry, but I'm . Either stand behind the products you sell, or be prepared to fix a situation. It's not an antenna or floor mats, guys. It's TIRES! (And I've been on hold for a supervisor long enough--nearly twenty minutes--to write this post.)


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Old 04-20-2015, 03:23 PM   #2
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Daisy,
First off I would like to apologize for not getting back to you sooner. We got very busy here and I was not able to get away from the phone which I know is not any fault of yours but I just wanted to let you know that I didn't forget. I understand that you need these tires for your trip but unfortunately we don't have any control over defective parts that may pass through our warehouse. We will stand behind the product and fix this as swiftly as possible but we are only able to do so within reason. We are getting the tires shipped out today and you will see them in about three days. We are also giving you a $150 gift card for a future purchase due to the inconvenience and I will help you out as much as i can with any future orders. Again I am very sorry about the circumstances and hope to help you again in the future.

Thank you.

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Old 04-20-2015, 10:38 PM   #3
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Old 04-22-2015, 08:55 AM
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Actually, upon further inspection by our tire store, ALL the tires are actually defective, unable to be balanced.
I can't even sell them here locally, and you guys want me to PAY to ship back defective merchandise to you in order to get a refund?
Laughable.
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Old 04-22-2015, 10:17 AM   #5
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Daisy, do y'all have a local Discount tire? They would price match for you and their service is great.
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Old 04-22-2015, 11:44 AM
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Daisy, do y'all have a local Discount tire? They would price match for you and their service is great.
Thanks, Jeepers. I went to the Tire Kingdom we used for years with our Silverado and they hooked us up with a set in no time.
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Old 04-22-2015, 11:55 AM   #7
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Customer service first.

Ship replacements expedited

Send tags to ship back defective tires.

Be understanding

Never let a detective product get in the way of the service you provide. Be apologetic, and remember that the power of social media is strong. A decision made in haste, or an employee that doesn't have empathy for a situation caused by their companies mistake or defective product can cost you more than properly fixing the problem to begin with.
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Old 04-22-2015, 11:57 AM   #8
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Sounds like Tom, and 4WD, have responded as quickly and efficiently as possible, and are trying to work with you to resolve a situation that is kinda out of their control, as they don't actually manufacture the product. They are trying to rectify the situation, as far as I can tell from the response: what more would you like? They are throwing you a $150 gift card as well, which would help toward any shipping costs you incur...sounds like pretty decent customer service so far....
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Old 04-22-2015, 04:11 PM
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Sounds like Tom, and 4WD, have responded as quickly and efficiently as possible, and are trying to work with you to resolve a situation that is kinda out of their control, as they don't actually manufacture the product. They are trying to rectify the situation, as far as I can tell from the response: what more would you like? They are throwing you a $150 gift card as well, which would help toward any shipping costs you incur...sounds like pretty decent customer service so far....
I asked for replacements to be sent expedited so I wasn't without a vehicle (remember, three tires, family of six with four seater) and was told it was cost prohibitive. Tom--and upper management--were informed of my decision to post about this experience.
If you were without your mode of transportation for a week, would a gift card sound reasonable (or "decent") to you?
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Old 04-22-2015, 05:23 PM   #10
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If a company sells a product under there name, they own it period! No excuses like O it's shipped from another company or warehouse.
I've heard the same crap from some of these online stores. It pisses me off too. They buy a web site and begin selling a product. If something goes wrong they say O we don't actually have anything to do with the product. And yes we'll credit your account in 2 to 6 weeks. That's Crap!

Good for you Daisy! Keep on them.
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Old 04-22-2015, 05:40 PM   #11
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so many factors come in to play with this issue.... Wouldn't stop me from ordering anything from them.

Did you get the new tires from the tire shop that tried balancing the defective set?

Are all the date codes the same on all five tires?
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Old 04-22-2015, 05:43 PM   #12
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If a company sells a product under there name, they own it period! No excuses like O it's shipped from another company or warehouse.
I've heard the same crap from some of these online stores. It pisses me off too. They buy a web site and begin selling a product. If something goes wrong they say O we don't actually have anything to do with the product. And yes we'll credit your account in 2 to 6 weeks. That's Crap!

Good for you Daisy! Keep on them.
Why not support your local 4x4 shop then?
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Old 04-22-2015, 05:55 PM
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so many factors come in to play with this issue.... Wouldn't stop me from ordering anything from them. Did you get the new tires from the tire shop that tried balancing the defective set?
Yes. In fairness, I had TWO shops try and balance them, so it's not like the local shop sandbagged the deal in order to make a sale.
The defective tires are one thing, the customer service factor (of which I omitted details from the two and a half hours on the phone Monday from this thread) was much greater. Yes, Tom replied here and was responsive the first time I called. But from that point on it was/has been beyond acceptable.
(BTW, the replacements they guaranteed would be here Thursday in time for Jeep Beach? Not arriving until Friday. I wouldn't have known, as a tracking number was not provided on Monday, but I called today to retrieve the tracking number for my own records.)
Sparkplug, believe me, between the JK and TJ I $upport my local $hop$--and I live five miles from Morris. But I didn't think situation so FUBAR was possible with a company I felt was as reputable.
Lesson learned. I have new tires on the TJ, and the entire family gets to go to Daytona as planned. I'll deal with the remainder of this situation when I return from cruising the beach.
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Old 04-22-2015, 06:07 PM   #14
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Why not support your local 4x4 shop then?
So many factors? I'm not trying to be an azz. I've been a part of 3 start up companies and have owned a small company for almost 15yrs. I'm in the people busyness. When a customer writes a check out to my company and something goes wrong, I don't pass the buck. Period! So, when I buy online, I expect the same. No excuses. And I do support local shops. A few within an hours drive. It makes it easy to park my my behind on the front doorstep if needed. It seems odd that 4WD has the best tire prices and ships out 5 crapy tires. Is it their fault? Damn right it is.
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Old 04-22-2015, 07:02 PM   #15
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So many factors? I'm not trying to be an azz. I've been a part of 3 start up companies and have owned a small company for almost 15yrs. I'm in the people busyness. When a customer writes a check out to my company and something goes wrong, I don't pass the buck. Period! So, when I buy online, I expect the same. No excuses. And I do support local shops. A few within an hours drive. It makes it easy to park my my behind on the front doorstep if needed. It seems odd that 4WD has the best tire prices and ships out 5 crapy tires. Is it their fault? Damn right it is.
I wouldn't say it is their fault, but it is their problem to fix.
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Old 04-22-2015, 07:08 PM   #16
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It seems 4WD is doing everything they can do within reason to fix the issue. You can't expect them to eat the cost of express shipping tires cause someone planned their trip and online tire purchase poorly.

good job 4WD for offering to assist with this problem. Who's to say the tires are even defective? Would the customer say sorry and pay for all the shipping if found to be okay?
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Old 04-22-2015, 07:30 PM   #17
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It seems 4WD is doing everything they can do within reason to fix the issue. You can't expect them to eat the cost of express shipping tires cause someone planned their trip and online tire purchase poorly. good job 4WD for offering to assist with this problem. Who's to say the tires are even defective? Would the customer say sorry and pay for all the shipping if found to be okay?
No, but I'm sure 4wd is holding money until the tires are retrieved and restocked. If the tires are fine the customer will be responsible for shipping.

Let's say I owned an online store selling bananas. I negotiate, write up a contract and agree on a deal with a banana farmer to supply bananas. The deal I negotiated is fantastic. That's good, I sell tons and we all make money.

Now, Bill just ordered 5 bananas from me, because I convinced him to. The 5 he receives are rotten. Is it my fault? Yes! Because I negotiated a bad deal with the banana farmer. Not to mention I signed off on the bananas without inspecting them after promising the buyer good bananas. Is it still not my fault? Lol
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Old 04-22-2015, 09:01 PM
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It seems 4WD is doing everything they can do within reason to fix the issue. You can't expect them to eat the cost of express shipping tires cause someone planned their trip and online tire purchase poorly. good job 4WD for offering to assist with this problem. Who's to say the tires are even defective? Would the customer say sorry and pay for all the shipping if found to be okay?
I LOL'd...seriously. Did you not read where I had TWO tire shops determine they were defective?

Did you know a 4WD rep told me when I first called about the tires that they were "discontinued"?

Did you read the negative remarks on their eBay shop, some of which are about the exact same tires?

Dude, if you want the gift card that bad, just ask me. No need to be their knight in shining armor...(or just trolling...but I'm trying to give you the benefit of the doubt.)
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Old 04-22-2015, 09:05 PM
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So many factors? I'm not trying to be an azz. I've been a part of 3 start up companies and have owned a small company for almost 15yrs. I'm in the people busyness. When a customer writes a check out to my company and something goes wrong, I don't pass the buck. Period! So, when I buy online, I expect the same. No excuses. And I do support local shops. A few within an hours drive. It makes it easy to park my my behind on the front doorstep if needed. It seems odd that 4WD has the best tire prices and ships out 5 crapy tires. Is it their fault? Damn right it is.
THIS is called good business and focus on customer service. I would patronize your small business just based on that alone!
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Old 04-22-2015, 09:21 PM   #20
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THIS is called good business and focus on customer service. I would patronize your small business just based on that alone!
I appreciate that. You're doing the right thing. Keep on them.
Good luck.
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Old 04-22-2015, 10:33 PM   #21
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Old 04-23-2015, 08:59 AM   #22
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I would like to apologize for the inconvenience this issue has caused. I am given to understand we are covering the shipping to get all of the tires back so we can get you a full refund. I do understand your frustration with this issue and I would like more than anything to keep your business. Please let me know if there is anything else I can do to try and rectify the situation and hopefully keep you as one of the fantastic customers we have on Wrangler Forum.
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Old 04-23-2015, 09:10 AM   #23
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Reading only what has been printed here and not knowing the full story which is impossible unless you were one of the two parties involved. I would say that the OP was frustrated which I would have been too, but I will say that it seems like 4wd.com did what they could do within their power to make things right. 4wd.com (brian and tom) have always been my go to guys and will continue to be.

I guess a good lesson to be learned is not to order vital things like tires, suspension parts etc a few weeks before you actually need them.
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Old 04-23-2015, 02:17 PM
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i guess a good lesson to be learned is not to order vital things like tires, suspension parts etc a few weeks before you actually need them.
+1
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Old 04-24-2015, 08:06 AM   #25
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All behind you now Daisy!

The weather here in Daytona is sunny and warm! Those troubles will not follow you here....lol! Toes in the water......drink in your hand ....and a thousand Jeeps.....Life is good!
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Old 04-24-2015, 01:39 PM   #26
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True: To a point. If you have a contract with the banana vendor, you expect them to provide edible, useful bananas. And if the banana's come to *your* business, and you ship them out bad: doom on you. If they are drop shipped from the banana guy to the customer, without you even seeing them....well, I guess it's doom on both of you! But mostly the vendor: you depend on him to send edible bananas, correct? Can the customer rightfully blame *you*? Well....not really. But he will! Because he has no contact with the banana vendor, and *you* are the one sitting there, with a "The buck stops Here"! sign on your desk...bad situation all around. I understand the OP's point...can 4WD test *each* tire, as they come in/go out? Maybe they should? No easy answer....


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Originally Posted by Anvil4Life View Post
No, but I'm sure 4wd is holding money until the tires are retrieved and restocked. If the tires are fine the customer will be responsible for shipping.

Let's say I owned an online store selling bananas. I negotiate, write up a contract and agree on a deal with a banana farmer to supply bananas. The deal I negotiated is fantastic. That's good, I sell tons and we all make money.

Now, Bill just ordered 5 bananas from me, because I convinced him to. The 5 he receives are rotten. Is it my fault? Yes! Because I negotiated a bad deal with the banana farmer. Not to mention I signed off on the bananas without inspecting them after promising the buyer good bananas. Is it still not my fault? Lol
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Old 04-26-2015, 05:43 AM   #27
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Every time I consider buying tires online I stumble across a thread like this one and chicken out. I would imagine the odds of getting a set of defective tires is slim, but it certainly can happen. What I do is use online sources to get reviews and prices and then buy the tires locally having them price match the online sources. They always have done so for me. Then if a tire is bad it is as simple as taking the manager for a spin around the block. The hassle is reduced.

OTOH if I was buying wheels and tires and could save some cash, and had my original set still on my Jeep I would take a chance.

Kudos to 4WD for doing the right thing!
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Old 04-26-2015, 07:36 AM   #28
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I've purchased 4 sets of Cooper STT's from the 'net: never had an issue. I used a different vendor though, specifically oriented toward the tire market...not sure if that makes a difference....?
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Old 04-26-2015, 08:56 PM   #29
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Were the IROKs ordered bias or radial? SS makes great mud tires. Not too great on the highway
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Old 04-26-2015, 09:18 PM   #30
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All I can say is WOW! What a thread! 4WD you will definitely get my business. I just won't buy tires and have them shipped. It's a huge inconvenience when you buy something so large and then have to ship them back. From what I've read it sounds like an great honest attempt to resolve an unfortunate situation. I wish other online vendors,(names unmentioned, moderators) would give such excellent customer support and understanding.

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