National Tire & Battery [NTB]

On Wednesday, August 28th I actually went into the NTB location (at referenced address) and spoke with the customer Serv manager (male) to schedule an appointment to have a new tire replaced and air put in the same tire. (front left tire)
Well I was there making my appointment I advised the representative (male) that I understand that my tire is never in stock and I would like to schedule an appointment on Saturday (8/31) to have a new tire installed. The representative gathered my tire information, entered that information into the system and scheduled my appointment. I confirmed if the tire would be available on Saturday and the rep (male) advised me that it would be ready on Saturday.

A few days later, I CALLED the NTB store on 848 E BELTLINE RD, CEDAR HILL, and asked if there were any open appointments for that day because I wanted to come in on Friday INSTEAD of Saturday for my appointment if possible. The male who answered the phone advised that there was no availability on Friday bcse the appointments were booked up for the day. I told the person that in that case, I will keep my Saturday 8/31 @10am appointment. Then I SPECIFICALLY ask that person "...if my tire would be available one I come in for my appointment on Saturday. That person advised me that stating "...the tire should be available once you come in for your appointment." I SPECIFICALLY stated to him (which sounded like the same guy who scheduled my appointment on Wednesday), that NTB NEVER has my tire in stock so I'm scheduling early to make sure my tire would be available once I come in for my appointment. The guy stated again, "The tire should be available once you make it for your appointment tomorrow."

ISSUE: When I came in for my appointment on Saturday, 8/31 at 10am, I was assisted by a representative/asst manager name Julia. First of all, she greeted my with, "What can I help you with hun!" I told her that I'm coming in for my 10am scheduled appointment. She asked if I scheduled online? And I told her no. I scheduled my appointment with the other guy who's helping the other customer standing right next to her. I told her that he scheduled by appointment for me when I came into the store on Wednesday 8/28. She then begin to explain that people who are scheduling their appointments online are not being helped because it's not accurate. Moreover, she pulled up my appointment and ask me what tire did I need? I told her that I didn't know what tire I need from memory and that the tire size should be in the system because the other guy put it in the system on Wednesday.
Then she looked in the system and advised me that the tire would have to be picked up from another store. I asked her how long would all that take to get the tire installed. She advised that it would take about an hour and 45 mins to get the tire installed. I went on to explain to her that I made the appointment on Wednesday and I called in on Friday to confirm if the tire would be available, ONLY to get there on Saturday and they still need to go and get the tire. She tried explaining that they are not responsible for what does and doesn't get delivered to the store. She explained that when tires are ordered, that they are just delivered. They don't have time to check to see what was actually ordered and what was delivered to the store. She mentioned that they don't have time to double check the orders. I explained to her (Julia) that I asked the male on the phone yesterday if my tire would be at the store for my appointment on today. She mentioned that, "AGAIN, we don't have any control over what was delivered to the store ma'am." I tried explaining over and over that I know that my tire is not stocked at the store and that I didn't expect that my size tire would be in stock, but that I scheduled my appt 3 or 4 days earlier just to make sure that my tire would be at the store when I came in for my appointment. She mentioned that there's no way to know what tire I needed until I came in for my appointment. So in an effort to explain to Julia that this is the THIRD time that I have scheduled an appointment at this same location and each and every time someone has to drive and get my tire from another store. EVEN WHEN I SCHEDULE AN APPT several days before to allow time for someone to get the tire from another store. After communicating my frustration to her, she was only interested in trying to prove her point that they do not know which tire I would need until I come in for my appt. Julia didn't even try to really understand or be empathic to what I was explaining to her. I don't even think that she heard me when I said that I had just called in the day before to confirm if my tire would be available when I come in for my appointment the next day (Saturday). She continued to say sarcastic phases like, 'darling' and 'honey' to try an mock or convey contempt when speaking to me.

I was so embarrassed and so disappointment in how I was treated in front of other employees and other customers. She every once apologized for the misunderstanding nor did she even think to say "..I'm sorry you have experienced this 3 other times before". It was extremely emotionally painful to stand there and try to explain to Julia what I have experienced 2 other times and now to try and explain that I called in the day before to confirm if the tire would be there.

Compliant: I have never experience such distastefulness in a team lead...ever! Not only did I experience unprofessionalism, but it was from a first line leader from whom I would have thought had training skills that would defuse customer concerns. It appears that a front line leader would have the skill set that would maintain and establish a positive customer experience, professional etiquette, ability to deal with practical problems like complaints about service times, tires not available, etc. including the ability to use positive language. During our discussion she would reference me a 'darling' and 'honey'. As I was leaving she made a sarcastic statement saying "GOD BLESS YOU HONEY! Have a nice day!" while she was winking her left eye and clicking her tongue (making a noise with her mouth) as she was walking off.

I'm requesting that a regional manager contact me regarding this matter.
There's only so much that can be written which does not describe the behavior of Julia.
Please feel free to call me at [protected] or email me at [protected]@gmail.com