Sponsored by The Tire Rack

[Overlord]

This weekend I ordered a dedicated set of track wheels and tires from Tire Rack. This morning, I called them on two occasions to make a correction to my order. We even got disconnected and they called me back on my cell. Then a few hours later I get a call from someone saying they were in there Verification department. They had stated they had called my home number and left a reference code that I needed to call them back with. My order is on hold until I can call them with that code. The person that called me has also sent an email to my personal email account.

I appreciate monitoring things for fraud, but come on already. They have spoken directly three times on the cell phone number I gave them, had my order number, and even been emailed. My friends that have bought from them have not experienced this. I am close to canceling the order and go to someone that isn't going to make it such a challenge to buy something from them.

Anyone run into this?

[Gary@TireRack]

Originally Posted by Overlord

This weekend I ordered a dedicated set of track wheels and tires from Tire Rack. This morning, I called them on two occasions to make a correction to my order. We even got disconnected and they called me back on my cell. Then a few hours later I get a call from someone saying they were in there Verification department. They had stated they had called my home number and left a reference code that I needed to call them back with. My order is on hold until I can call them with that code. The person that called me has also sent an email to my personal email account.

I appreciate monitoring things for fraud, but come on already. They have spoken directly three times on the cell phone number I gave them, had my order number, and even been emailed. My friends that have bought from them have not experienced this. I am close to canceling the order and go to someone that isn't going to make it such a challenge to buy something from them.

Anyone run into this?

So, just to clarify.

The first two times you spoke with us, you called us. The call was dropped because you were disconnected and so the sales rep called you back at the cell phone number that he either got from caller ID, or one that you supplied to him. That was the third time you spoke with us. Did I get this right?

If so, lets pretend for a minute that a person had stolen your card and called us to place an order. Would any of the above sales calls actually verify that it was actually you or the person who stole your credit card? The salesman would not have known if the phone number he called you back at was actually to you, or to the person pretending to be you.

After the order was placed, it goes to our verification team. They confirm with the credit card company the phone number that is on file with the bank. Only then do we know which phone number is correct for you. At that point a certified member of that team, who specializes in fraud prevention, makes the one call needed to verify the order.

Since the message was left at your home, that must be the phone number that the bank/credit card company has on file as your billing phone number. Speaking with you at that listed number (or in this case having you give us the reference number left at that phone number) would be the only call that really matters, as any fraudster can call from his own cell phone.

I hope this helps explain the extra phone call.

[ksspacegray07]

i've had nothing but great deals from tire rack sorry to hear that man.. the only downfall was that my rims were shipped from two different locations meaning two payments for shipping and another week to wait for them but they're fast as hell shipping my first two rims would do business w them in the future

[Overlord]

Good deals is what has brought me and several of my friends to them as well. It's disappointing to see a company take things so far that it slows down the process for a potential customer to spend money with them. I have never seen or heard of such a requirement from any online merchant. A real disappointment.

[mike3000fl]

sounds fair to me, shit a set of 4 tires can run over 1000, wheels another 1000 easy.

if the number you call on didn't match the billing number i don't think it is unfair for them to call the number on your banks statement to make sure you are you. yea it slows things down but it's to protect you and them from fraud which is what helps keeps their prices low.

[Orient330iNYC]

Originally Posted by Overlord

Good deals is what has brought me and several of my friends to them as well. It's disappointing to see a company take things so far that it slows down the process for a potential customer to spend money with them. I have never seen or heard of such a requirement from any online merchant. A real disappointment.

on the flipside, how would you feel if your debit card that was compromised and checking account drained, because a merchant didnt bother to do their due diligence? you would be even more disappointed.

lots of fraud today, they do this to protect every one involved.

i've never had any issues with TR orders, my billing address matches my shipping address or i have the stuff shipped to one of their affiliated installers.

[Overlord]

It's not cheap to do this, but when you speak directly with me and confirm my information (their Sales staff did absolutely verify several PPI data points) you don't need to impeed the process.

The fact of the matter is that no one does this. They are usinf 1999 online e-commerce techniques and they are completely unnecessary. I would be more than happy to connect them with people that would help them manage their business.

I am sharing this with this community because it is very out of place. Fraudsters do not go public when they get caught. I'm not an old timer, but I've been here for a year with a lot of posts as well as call outs to EAS, Tischer, and **********s. Search on me and you will see. Clearly, I am not a criminal trying to take advantage of someone but I am being treated like one. You need to be aware of this.

BTW, they have already confirmed and shipped part of my order. Same order, same credit card, same information and it's en route. Yes. They have already charged my account. So it's clear that it's not a blanket policy. It takes nothing to rack up a lot of small time falsified orders. That is how the real fraudsters operate.

Ask your self this, when was the last time you had Amazon, eBay, Dell, Overstock, called you directly to get an order processed?

Exactly, they don't need to. Would love to have not experienced this, but at the end of the day someone might recognize that this is not how e-commerce works.

[Gary@TireRack]

Originally Posted by Overlord

It's not cheap to do this, but when you speak directly with me and confirm my information (their Sales staff did absolutely verify several PPI data points) you don't need to impeed the process.

The fact of the matter is that no one does this. They are usinf 1999 online e-commerce techniques and they are completely unnecessary. I would be more than happy to connect them with people that would help them manage their business.

I am sharing this with this community because it is very out of place. Fraudsters do not go public when they get caught. I'm not an old timer, but I've been here for a year with a lot of posts as well as call outs to EAS, Tischer, and **********s. Search on me and you will see. Clearly, I am not a criminal trying to take advantage of someone but I am being treated like one. You need to be aware of this.

BTW, they have already confirmed and shipped part of my order. Same order, same credit card, same information and it's en route. Yes. They have already charged my account. So it's clear that it's not a blanket policy. It takes nothing to rack up a lot of small time falsified orders. That is how the real fraudsters operate.

Ask your self this, when was the last time you had Amazon, eBay, Dell, Overstock, called you directly to get an order processed?

Exactly, they don't need to. Would love to have not experienced this, but at the end of the day someone might recognize that this is not how e-commerce works.

The problem with identity theft and fraud is that the simple "PPI points" that the salesman gets is just your name, phone number, and address information. This is not information that is difficult to get. Thus the need for the phone call to your credit card billing phone number.

Regarding going public, our verification team does not have the resources to try to scour web forums to search for possible links between those who order from us and forum user names. I think that most forum members would not appreciate that invasion of privacy if a company were to do that.

The separate order was a very small dollar amount and was shipped as we don't want to inconvenience someone for a small transaction, but your other order was for for a very large dollar amount. Unfortunately, a common pattern for fraud is for the fraudster to try a small transaction first to 'test' the system, then place a large order next. You may be shocked at how often we receive fraudulent orders. Our verification team felt that this was worth that one verification call to your billing phone number to verify that you placed the order.

Also, you should know that we have not charged your account yet for the large transaction, but that there is only a payment authorization request with your credit card. No actual charge is made until the order is shipped. We don't feel it is fair to charge a customer for items that we have not shipped out yet.

I can see from order notes that our verification team is trying to work with you to find another way to verify your order since you are traveling. I hope that one way or another they are able to assist and get you taken care of. In the vast majority of cases we are able to find alternate verification solutions.

[Overlord]

To all,

I recieved a call from someone in Customer Support early this morning. I wish I remembered her name. She was polite and helpful and my order is en route. She provided resolution.

[col4bin]

It may be an inconvenience but I would be thankful that a merchant was interested in my security. This is not uncommon for large dollar purchases.

[chromisdesigns]

From your original post, I thought you were going to say they called to verify you were ordering the right stuff. They called me when I ordered non-RFT tires for my 335i to verify that was what I really wanted.

IMHO, it's another service they are providing. I've done business with TireRack for years, and have always gotten nothing but top-notch service from them.

Had they called me to verify the card charge, I wouldn't have batted an eye. Again, as far as I can tell, they are looking out for your interests.