Normally their CS is great but with this huge influx of people all getting their winter tires done at once, their service has gone to complete shit. They've got customers literally camping there overnight because they can't wait weeks out to get their winter tires done for appt. Their employees are clearly stressed, I dealt with one in the tire centre who was picking fights with every customer and even the membership desk coworkers inside the warehouse.
We actually got our winter tires on the last day of Costco's prior instant rebates for Michelins, booked 3 weeks out for Nov 4th afternoon appt @ Heritage Costco in Calgary.
Nov 4th comes, place looks like an utter mess. Line out the door. Super stressed looking employees, tires everywhere in space usually I'd assume they want people viewing tires and waiting for service to be done. Due to the snowstorm that day we arrived 10 mins late. Tried to call them to let them know traffic was a disaster on Glenmore that day. Due to the huge line at the tire centre we didn't get up to the front until it was like 30-40 mins after. Upon getting up there we told them our appt time, they said you're like 30-40 mins late. I said yeah we tried to call you to tell you we'd be a couple mins late, but you didn't want to answer your phones (I showed all the times I tried calling), and your line took forever to move. She snidely tells us we have no appointment now. I ask when can we have it done? She says in 3-4 weeks. The one lady sitting on the bench, due to the room the line and tires were taking, had been waiting there since like 9am when they started doing work (an hour before warehouse opened) for a simple change. By this time it was like 3pm. The outlook even for people who had appointments was 3-7 hours. I'd have been glad to take an appt for a better time, but this option was not presented to us, the tech lady there just wanted to be a douche about it. When I ask her if all this time of them holding the tires would cause them to be sent back she said she didn't know. So I said what about just giving us the tires so we can install them elsewhere.. she said it would void the warranty. Why purchase 4 new tires with no warranty? The warranty was one of the big selling points to these Michelin tires. So we went to cancel the purchase, talked to a store manager, he set us up with an appointment a few days later first thing in the morning. Rather funny since the tire centre manager who ignored us, leaving us at the behest of the idiot CSR, gladly stated with the manager present they keep open appointment slots just for situations like this.
Ironically, the same lady who was an ass to me saw the warehouse manager come in, someone with the same exact problem I had came up (I found out they had been turning a lot of people away who were late due to how long they were standing in line accusing them of not showing up on time), was even later than I was when getting to the front, and she gladly helped him right after noticing the manager.
I came in a few days later first thing in the morning, swapping all-seasons to winter tires, 9am.. didn't get done until like 3:30pm. A lady who had an appointment who had been driving with a nail in her tires was in before me and they hadn't even begun to fix it. Like me she took the day off work to get the tires done, missing out on a lot of money. She was stressed as hell, and had to just take her car back.
tl;dr, horrific customer service. Can guarantee when swapping back to all seasons for our hybrid SUV will be doing it elsewhere.
When I was there for the rescheduled appointment they were booking 3-5 weeks out. So for people in Calgary might want to either push the issue to get it done sooner (maybe getting in the face of someone or having buddies who work there might cut you in line) if you already bought and are trying to get in for an appt. I'd actually call around elsewhere first to see what their times are like.
And the lady with the nail in the tire.. they couldn't be arsed to fix it, which she had the appt for, but didn't mind upselling her to a whole new set of tires @ around $1,500 all-in, almost double what we paid for our set of 4 Xi's. Just shook my head.