Mr Tyre Ltd - Coventry Omdömen 

Svar från Mr Tyre Ltd - Coventry

Uppdaterad 1 okt. 2025

Dear Saifullah Hafeel,

As we have communicated privately, Thank you for taking the time to share your detailed feedback following your visit to our Coventry branch on Friday, 26th September.

I'm very sorry to hear that your experience left you feeling disrespected and unvalued, that is absolutely not the impression we want any customer to take away, and I appreciate you giving us the opportunity to respond.

Having now reviewed the matter fully, including speaking with the staff involved, checking the CCTV footage and listening to the call recording, I’d like to respond to the key points you raised:

Firstly, the booking for this appointment was not made online, and it was not placed by the person who attended the centre. The call recording confirms that the booking was made over the phone requesting an appointment between 4.30-5.00pm. Importantly, it was made explicitly clear, multiple times, that we could not accommodate the vehicle after 4:45 PM. This information was communicated clearly at the time of booking and forms the basis of our decision on the day.

Appointment Timing

While we absolutely understand that unavoidable personal commitments can cause delays, the timing of your arrival, just after 5:00 PM for a 4:45 PM appointment, and over 15 minutes after the agreed cut off time, unfortunately left too little time for the work to be completed properly before closing. In these situations, our priority is to avoid rushing jobs or compromising on safety and quality, and for that reason the team were unable to proceed with the tyre fitting. Whilst the tyre bay side of the garage did appear to be empty, staff were still working in other areas of the building.
That said, I completely agree that this should be communicated helpfully and with understanding. If this was not the case, I apologise.

Feeling Dismissed
Most importantly, I want to acknowledge your feelings around how you were treated. No customer should leave feeling ignored or disrespected, and I’m very sorry that this was your experience. We expect our staff to treat every customer with courtesy and respect, and it’s clear that we did not meet that standard in your case. Your feedback has already been shared with the team, and it will be used constructively to guide future training and discussions around customer service.

While I found no evidence on CCTV or through internal review to suggest that any personal characteristic influenced how your booking was handled, I take your concern seriously. Everyone should feel welcome and respected in our branches, and I regret that you were left feeling otherwise.

I hope this response shows that we’ve taken your complaint seriously and investigated it thoroughly. We are grateful that you’ve raised these concerns, and we will use them as a learning opportunity for the Coventry team. Should you choose to use us again in the future, I am certain you will have a much more pleasant experience.
Thank you again for your feedback.

Kind regards
The Mr Tyre Team