BikeMania.bizReviews 32

This customer had contacted us because the tricycle he purchased was missing parts. Due to Covid, we were slow in responding so rather than wait for us to respond, he went out on his own and purchased parts from another retailer and then sent us a bill. Had he waited until we got back to him, he would have received the OEM parts that he should have. We have since sent him a check for the equivalent amount of what the OEM parts would have cost.

Hi Shawn,
We do apologize for this. When we have a back order date, it's because our distributor gives us that date and the manufacturer gives the date to the distributor and that's the date we post because that's the date it's expected. We don't try to fool anyone. We're simply using the information we're getting. The dates change and we do inquire back to our distributor for date changes to see if they have any new information for us so we're constantly in contact with them. Those bikes did eventually come in but then were out again within a week, so timing is playing an important part of the Covid era.

We accept that we are much slower in shipping and responding to customers, than the service we had become accustomed to providing, however, we have become so inundated with emails and phone calls that our shortened staff with some working from home we are working hard to keep up with the demand of a lot of people who want items where the supply is shorter than the demand.

We had refunded Shawn in full as requested.

Dear HR,
We're sorry that the items that you ordered ended up being out of stock. As of April when Covid entered the arena, a lot of items stopped flowing from Asia which is the largest source of bicycle equipment in the world. Besides equipment, communication with manufacturers and suppliers also had become difficult. Stock levels at the warehouses have become unknown because there aren't enough people or information available to do everything they need to do to ensure that all T's are crossed. If one of our warehouses tells us they shipped a particular order or item, than we tell the customer that the order shipped. Its not that anyone is lying to you. This is also going on in every consumer industry, take food for example. Supermarket shelves are empty but the items are still for sale in their fliers and online delivery sites.

There is nothing here to do with fraud. You weren't frauded in any way. If this were fraud, you wouldn't have received your refund for items that became unobtainable. Some products have become more difficult to get and information about them as well. We are working hard with the information we receive and apologize that we couldn't fulfill your order.

Lissette actually has one of the most spot on complaints I've ever seen and she is correct about her experience. Lissette, I see all that in the notes of the order. I see where you asked about if we were shipping during the Covid crisis a few days in, and the tracking number that you received that never moved. Yes, all correct.

Our most sincere apologies. You did everything you were supposed to and more. You were a gem of a customer and we let you down.

We'd would like to contest about the lying part and the shady part as we were going by the warehouses information to us about the shipments. The tracking number you were given was made in advance which is normal but the warehouse ended up not having the item and that's why the item never moved. We had information that that item was in stock from our distributor but it wasn't. We legitimately thought the item was in stock.

We had acknowledged Lissette's complaint and refunded in full.

Customer ordered on April 16th.
We emailed the customer on April 27th.

Here is what we said to the customer:
Apr 27,2020 10:57:39 PM
Hello Lance, Due to circumstances beyond our control, the Schwinn Wayfarer Men's 7 Speed Retro Style City is out of stock and no longer available. We have therefore cancelled your order.

We don't see any other notes in the order reflecting what this customer is saying. We think with the way things are, he received an appropriate timely response.

I see in the order notes that Cyro did ask us to cancel but the warehouse said it was already in shipping process which means it's too far into it to cancel it. It was in stock and shipped out of the warehouse fast. The carrier, UPS, shows delivered.

Cyro claims that he never received it after that and sent this message:
Unfortunately we are having some problems with delivery in this area. Wrong delivery address. I had two problems lately with delivery. Carrier company dropped goods in my house without being mine. I had to take to the right address by myself. In your case I was not even expecting to receive the bike due to the many requests sent before you had potentially invoiced it and that forced me to dispute with the bank the purchase. The fact is that I never saw the delivery here. You can check if there is my signature. Available goods may require a signature. Best

He made a claim with his credit card company saying he never received it.

As a note, we do accept items back if they are not used. You just have to get an RMA from us and send it back to the address we give you. I'm not sure where you got that information from but it's incorrect. Bicycles if used cannot be returned as safety is an issue to selling a used bike without knowing it's history.

Dear Customer:

During this challenging time, we are working diligently to provide timely service to our customers.
But COVID-19 has placed considerable pressure on our staffing levels.

As a result, it is taking more time than usual to return phone calls or reply to e-mails.
And staffing at the various warehouses from which our products are shipped are significantly under staffed.
So shipping is taking longer, and UPS and FedEx delivery schedules have been stretched out due to a shortage of drivers.

So please be patient – we will respond to you as soon as humanly possible.
Please stay safe and follow CDC guidelines

We normally do not respond to this types of comments as they ultimately become "he said she said" situations. But in this case we feel compelled to reply.

David V purchased an electric scooter in September, but did not contact us until December when he told us that he had been using the product during that period and had contacted the manufacturer for warranty and other issues. Given further correspondence with him, he apparently he realized that by the time he contacted us, that he was already out of the manufacturer’s warranty period.

A customer service representative reached out to him through the email (See Below) - but we never heard back from him.
We never really got any proper information from him that would help us understand what, where and when any problems occurred - and with respect to his conversations with the manufacturer, who said what to whom. Customers are generally more forthcoming with answers when presented with questions designed give us a better understanding of the situation.
As we were approached after he had exhausted solutions with the manufacturer, and we never received answers to our questions, we do not believe this complaint is justified.

We, as a retailer, have a 10 business day warranty. If issues arise after that period, it falls to the manufacturer’s warranty to resolve any potential warranty claims.

Our email to him below was sent on 12/29/18.

Dear Mr. Vxxxxx (changed for privacy,)

We are reaching out to you to see if we can assist with the issues that you said you were having with the Scooter you purchased back in September.
Can you please send us photographs of the scratches you said came with the scooter and overall photos of the scooter so that we can assess the scooter with a visual?
Can you also let us know information about approximately what date you contacted the manufacturer for your warranty claim and who you spoke to so we can check with them as well?
Any information would be very helpful in getting the correct assistance for you from the manufacturer.
Also, do you still have the original box and paperwork that came with the scooter?