General Cycling Discussion - Purchased a new bike from BD and will share experience

I recently purchased a new bike from BikesDirect and will share my experience. After reading many, many posts on this and other forums I assume I will be beat up and called a shill. I will let the general readership decide.

Background:

I do a couple of short triathlons a year. I have been riding a 30 pound hybrid mountain bike. I decided to replace. I am a big-time Internet purchaser. I purchased everything I possibly can on the Internet. I purchased my car, my wife’s car, etc. Anything significant that I purchase I usually seek out some forums and start lurking to learn as much as I can. I had actually never thought about buying a bike online. My bikes and kids bikes all been purchased at LBS. In this case I read some posts, some good and some bad about BikesDirect. After visiting the site I became very interested in the 15.1 pound Le Champion bike. Could not find anything close to this weight in price range at my LBS.

The same week I was having a meeting with some co-workers and two of the guys in the meeting had purchased this exact bike on the web site and shared a positive experience. I finally pulled the trigger and purchased the bike. A 2007 black 56cm Le. Champion SL with American Classic wheels. I went to two LBS to try to get an idea on sizing and I could not get either store to really engage me on what size I needed. They said that would happen after I purchased the bike. I finally choose 56cm after spending considerable time using the various calculators online and asking BD. I am 5'11 1/2" and have a 34" inseam. I purchased 10:00 PM on a Sunday evening. On Monday morning I sent an email and tried to change to a 58cm. BD told me it was too late the bike was already on the way. Which turned out to be true.

On Thursday I received my bike. It came a lot faster then I expected. The only problem is that the bike I received was a 52cm Pearl White with different wheel than I ordered. In some ways I was lucky because now I could order a 58cm instead of the 56cm.

I went ahead and ordered a replacement 58cm bike. I hate having almost $3k with BD but I could not wait for the bike to be retuned and them to then send me another one. I also sent an email over the week-end sharing that I received the wrong bike. I received a reply email this morning that I should ship it back and they would refund minus shipping. I was what the heck! I wrote back an email asking why I should pay for their mistake. I have not heard back yet but will share what I hear. I most certainly will not be paying for shipping.

I will share the rest of this experience as it unfolds. Couple of things I want to share

- How much the bike actually weighs. They advertise 15.1 lbs but I just can't believe this is true. Will be happy if it is in the ballpark. But I will share the true answer.
- I have been doing a 13.4 mile run each evening. It is very, very flat without traffic. I do it with an average of 17.9 mph. I am anxious to see what improvement I experience with the new bike. I am hoping for 1mph improvement.

I did want to share my experience on getting sized at the LBS. As I mentioned above the first two stores would not really give me any indication on size. I went out Saturday to three more LBS. My goal was to get a feeling on if I should reorder a 56 or 58. I went to the first store and the sales kid was rude, in my opinion. He only had a 56 and 60 in the particular bike he was trying to sell me. He insisted that I was a 60cm. That he was an expert and absolutely a 60cm. The second store had a 58cm and the store owner was extremely nice. He told me he thought I was a 58cm. The third store I also worked with the owner. An extremely nice guy. He also had a couple of 56cm bikes and really no 58s. He thought I was a 56. He actually was pretty convincing. In all cases I was looking at the same Trek bike.

Just so people don't think I am a complete jerk wasting these guys time. I have eight kids and we have purchased bikes from two of the bike stores. Plus we will buy many additional bikes and how I was treated will go a long way. I really did not see any kids bikes on BikesDirect.com.

Each bike is different, so a 58cm BD bike may or may not fit you as well as a 56/58 cm Trek. Furthermore, adjustments through the different ranges on each bike may make one bike more in-line with what you find comfortable. All in all it seems to be some science, some experience, and some trial and error. I have a 58cm Trek 1500 and have dimensions similar to yours - 6'0", 33" inseam, limited flexibility. A 56 cm in the same bike fit me almost as well.

Good luck getting your refund including the shipping.

I did want to share my experience on getting sized at the LBS. As I mentioned above the first two stores would not really give me any indication on size. I went out Saturday to three more LBS. My goal was to get a feeling on if I should reorder a 56 or 58. I went to the first store and the sales kid was rude, in my opinion. He only had a 56 and 60 in the particular bike he was trying to sell me. He insisted that I was a 60cm. That he was an expert and absolutely a 60cm. The second store had a 58cm and the store owner was extremely nice. He told me he thought I was a 58cm. The third store I also worked with the owner. An extremely nice guy. He also had a couple of 56cm bikes and really no 58s. He thought I was a 56. He actually was pretty convincing. In all cases I was looking at the same Trek bike.Hello, LBS, I was wondering if you could fit me to a bike so I can go order online? No? Why not? This is an outrage! I think I'll go post on the internet about how I've been treated! :mad:

15.1 pounds? In what size? The different frame sizes are different weights. The Champion also comes(The two I put together did anyway) with barcons rather than Brifters, that makes a weight difference as well.

I have a Trek OCLV in a size 56, and I am two inches shorter than you. I wish I had bought the size 58. And, if I were as tall as you, I'd buy the size 60.

The ideal size depends on a lot of factors other than leg length. Your riding style, your riding goals, your age, and other factors are also important.

If I were age 20, and buying a bike for riding short crits, or short time trials, the lower position of a size 56 would be ideal. But, for long rides in heavy city traffic, I want my head up where I can keep a close eye on the SUV on my left, and the pickup truck on my right, and a size 58 would make that position easier to attain.

In your case, if you are buying the bike strictly for racing, and will be in short races on closed courses, a size 58 will probably work. If you are not intending to get a racing license, and will be riding on public roads that have a lot of traffic, you probably should be looking at the size 60.

But, I'm sure that the customer service experts at BikesDirect have already spent a great deal of discussing these factors with you...just like the time spent by the staff at the three neighborhood stores where you got "free" fittings, by pretending you were interested in buying an expensive road bike from them.

Why is it that most folks who post to brag about buying from BikesDirect are "brand new" Forum members, and why do most of them seem to have the ethics and morals of a Louisiana politician?

Was not "bragging" about buying at BikesDirect. Just sharing my experience. It is a small data set but it seemed to me that bike sizing at a LBS was swayed towards whatever bike they had in stock.

Was not "bragging" about buying at BikesDirect. Just sharing my experience. It is a small data set but it seemed to me that bike sizing at a LBS was swayed towards whatever bike they had in stock.

I've read a few posts with rants like that about their LBS trying to push bikes in sizes that may or may not fit them best, but in sizes that they have "in stock".

I guess I got lucky... my original LBS didn't have them so they sent me to their "other" store, which was actually closer to my home. Prior to that, another LBS told me they didn't have my size but they could order it for me. I never felt pressured but I did find that good service depended on who you spoke to.

Good luck with BD and hopefully you get your issue resolved soon.

Hello, LBS, I was wondering if you could fit me to a bike so I can go order online? No? Why not? This is an outrage! I think I'll go post on the internet about how I've been treated! :mad:

Actually some shops offer fitting as a service that you can purchase... why would they care what you do with the info if you paid them for the service.

I don't buy glasses from the Dr that does my eye exam... same thing.

I don't buy glasses from the Dr that does my eye exam... same thing.
The difference is you pay for your eye exam, right? Then no reason why the OP shouldn't pay for his fitting.

You're illustrating the value of a GOOD LBS very well here.

Update

I received the 2nd bike this morning. Purchased on Saturday, shipped on Monday and received it today. Very fast. They also sent a UPS paid shipping label to send back the wrong 1st bike they sent. So BD had done the right thing and not making me pay any shipping for the 1st bike.

This sizing is really tough. The 58cm is probably a tiny bit too big. Would probably have been off with a 56cm. This has been the toughest part of purchasing online.

I built the bike on my lunch hour. It was very easy. But completely worthless instructions. I know little about bikes but have a mechanical mind. So I was able to figure out everything. I have a really knowledgeable bike friend at work and he looked it over and told me I did not screw anything up. I also had him look into why the front wheel was making a rubbing sound. It was not the brakes or fork. He took the wheel off and on a couple of times and was able to make the rubbing noise go away. But it is not clear to me what was causing it.

The bike did not come with American Classic 420s like I expected but instead Ritchey Protocols. Have not gone through everything else to make sure it is there. Not sure how I feel about the difference in wheels.

I am really, really excited to take it for a spin this evening. It is really hot here so will need to wait until dusk.

BTW, I did weigh the bike. It was on a dial scale and my eyes are very bad reading the scale so I could be off by as much as 1 pound. I weighed myself without the bike and then holding the bike. It looked to be right at 15 pounds. This was without pedals, water bottle or reflectors. Will try to do a more scientific weighing this evening.

Looking forward to your updates.....

I would say you would be a 56cm on the Trek Geometries that you were trying since I was 2 inches shorter and had a 56 found it too big after they sold me that one and took it back for a 54cm. My dad was interested in getting a new bike and was looking for the value from BD.. this seems interesting. The hassle may be worth it for saving a grand for a similar component Trek bike from the LBS.

Sizing also depends on the realitive torso/leg length. Not just overall height.

Actually some shops offer fitting as a service that you can purchase... why would they care what you do with the info if you paid them for the service.

I don't buy glasses from the Dr that does my eye exam... same thing.I think there are two issues raised here though. One is that unless he told the bike shop that he wanted to get fitted to a bike in the shop so he could buy online, he was just going in and getting a free fitting under the pretext that he wanted to buy a bike.

Shame on him.

The other issue, which I didn't pick up the first time I read it, was that some of the bike shops were pushing bikes in whatever size they had in stock, rather than fitting him to the size he needed. Now, we all know that we can ride a range of sizes, and they may have been pushing bikes in his size range (or not), but they should have fit him to the right size bike.

Shame on them.




I went to two LBS to try to get an idea on sizing and I could not get either store to really engage me on what size I needed. They said that would happen after I purchased the bike. That's because they're on to guys like you.

While you want the ideal frame size, I have bikes that are called 54 and bikes that are called 56 and bikes that are called 57(and some called medium and some called large and some 18"s and a 17"). They all fit me fine, with different stems and seat positions.

We tend to size for comfort, so I might put someone on a "close" bike to see how they feel on it. That does not mean I want them to buy that bike anymore than sizing someone on a bike above or below thier price range means I want them to buy that bike. There are only so many spaces for bikes in a shop. Most shops cannot afford every size and model in stock, much less on the floor.

Sizing also depends on the realitive torso/leg length. Not just overall height.

And age, health, fitness, flexibility, type of riding, what kind of feel the rider likes etc. etc.

Attempting to size for an online purchase by posting "I'm 5'10" what size should I ride?" is a crap shoot.

xxx

Thank you for the post.
From this review I would never buy a bike from BD. First time wrong bike, second time 'almost' the bike you expected. I would expect better service for the money.:rolleyes:

Update

My older son's bike had a flat tire on Saturday so ran to LBS to get a new tube. While purchasing I noticed that they had a variety of tune ups available. One was only $35 and seemed perfect for what I needed. I purchased the tube and asked about the tune ups. He really pushed the $55 tune up but did not really know my particular situation. Told him that I have my bike in my car and would like to get the $35 tune up.

Bring the bike in and he tells me that bike will have to have the $55 tune up. I asked why? Which he was then speechless with no explanation. I asked him if he thought the wheels would need to be trued? I thought that was done at the factory. I went through each thing that the $55 tune up did that was not included in the $35. He could not find anything and agreed to do the $35 tune up. This kind of stuff really irks me.

As I mentioned before we have four LBS within a couple of miles of my house. We have purchased a couple of bikes from this store and the guy knows me as I am in often. In the last week I have purchased a high powered pump, inexpensive set of peddles and a tube. I would like it to be the place we go to. I have recommended to others. I thought it was going to be perfect as it is run by the guy that owns it, it is a lot smaller than the other three and much more simple inside.

But this experience is a huge turn off for me. We have purchase several of these relatively expensive kids bikes from him called Jamis. BTW, we love these no speed 20" kids bikes. So maybe he was shocked I purchased a bike online but give me a break.

Having eight kids and me getting into biking we are going to have a lot of LBS business. Plus just word of mouth as we are involved with lots of other local families through my kids various activities.

I have only been involved in biking for a short time. But from the forums and visiting LBS there seems to just be a ton of attitude. Some of the posts here are just silly.

I think the LBS is going at it all wrong. People are going to buy bikes online. They should find ways to support from a service and accessories standpoint. They will be fine. This is just IMHO. Just think if I walked in with the bike and they said that was great. Here is what you need and we are here to support you.

I am pushing my wife to join me in my new biking hobby. I will purchase her bike at BD. Nothing in my experience so far would stop me. I got a great bike for an inexpensive price and I am willing to do the extra work that is requried to get it right. Yes, it would be a lot easier going the traditional route but in the end it would cost me more money and I would not have learned any where near as much as I have learned. Quickly the items that have been extra with BD

1) Time spent receiving the wrong bike and sending it back
2) Building the bike. Found it educational and very easy
3) Bringing the bike to a LBS for a tune up.
4) Getting the bike fitted. I still need to do this. What I have discovered for myself is that I will not fit off the shelve. A 56 would have needed adjustment. My 58 will need adjustment. I have talked to a lot of people about this and been told this is very common.
5) Separate purchase of peddles and installation
6) Separate purchase of aero bars and installation

For 5 and 6 if I purchased at LBS would have got everything done at one time when I purchased the bike. But would have paid more and very important to me, would not have learned as much.

In reply to ttopas. The 2nd time I got exactly the bike I ordered, a 58cm. Not sure why you wrote "almost". On that you would never purchase from BD that is your decision which I respect. I am just trying to write my experience here as factual as possible and let others make their decisions. The good and bad. But the entire experience because it does not end when the bike is delivered. There is additional work to be done.

He said 'almost' because of the wheel difficulties.

You did a fine job purchasing your bike , I like the review and follow up you
did . Don't mind Alan He's just a hater. Alan are you telling me the bikes that
your lbs receive from the top suppliers are just as horribly put together as a BD bike.
His LBS stated the price up front , then changed it on seeing the brand probably.
The best thing here is talk to the LBS and be honest tell them what you told us
that you have purchased a lot bikes from them, and will in the future. Alan
I am surprised you don't hate craigslist purchases to.

Dynodan

Ps Alan I like hearing both sides of the coin, I like reading your posts Alan
Sometimes they sound angry like bike shop owner, sometimes they sound
inciteful to what goes on in a LBS, but nothing less I like to hear folks
Experiences, any time we can get one more bike on the road I am happy.

Alan I think you are missing the point. If the LBS told me the $55 includes all the stuff you wrote, tear apart the bike etc, and the $35 does not. That in his experience you should get this done with a Motobecane bike. Then I would have taken in what he said and made a decision. I very well would have probably purchased the $55 tune up.

What was a problem here is that they could not explain the difference in price for my situtation.

Not really sure if I really understand the comment that I should buy my bike from Wal-mart. I have a new bike with terrific components and frame that with some work over the next two weeks should be perfect. Once I get it tuned up, fitted, aero bars purchased, new pedals, new saddle, a trainer, new stem and water bottle it should be pefect.

I don't understand nickel and diming your local LBS.

I doubt anyone will call you a shill for being honest with your BD experience. Most of the shills that pose for BD claim to have had wonderful experiences. Your own experience puts you in the category of "guy who got screwed" by BD.

I'm sure they're nice people, but they sent you the wrong size, wrong colour, wrong components and would like to make you pay for their errors.

You're out 3G and you don't have a bike.

Pretty damned unlikely that would have happened to you at an LBS. You may have had to pay a few hundred more, but you would actually be riding a bike, one that's fit for the application you intend it for, one that would likely be fully tuned for free on your next visit, and maybe even found a club to ride with occasionally for fun or training.

For a bike over 1G the LBS is really your best option, depending on the LBS of course.

Whoops, didn't read the date of the OP, read the rest of the post now.

So they sent you a paid shipping label for return to them, that's good. Did they refund your original shipping charge for shipment to you? You haven't said. They should never have presumed otherwise, you wouldn't be bullied, but that they tried to force you to take a loss for their error tells the story of BikesDirect.

I sell a few things online and can tell you that the BD behaviour in your example is downright dishonest. If the customer makes an error in sizing, colour, model, whatever, then yes an exchange is in order but the shipping is completely their responsibility. If I make an error, they will hear nothing of a shipping charge, ever.

What should have occurred is the person you spoke to should have authorized the return and exchange, provided you with the auth # and 1800pickups, and authorized the shipping of what you actually ordered once UPS had the BikesDirect mistake in hand. No need to even wait for it to get back to them. No need to issue a refund, no need to buy a second bike, all that happens is they pay for their mistake as it should be. An operation of their scale, it'd be a cinch. Except they'd rather you paid for their error i.e. you are a chump in the eyes of the company you're praising. Suckahs Unite!

Maybe the LBS guy didn't want to imply that you are a chump by saying that the assembly of a motobecane from BD could likely benefit from an LBS tear-down, but couldn't find way to tell you safely, no one wants to be chump.


The bike did not come with American Classic 420s like I expected but instead Ritchey Protocols. Have not gone through everything else to make sure it is there. Not sure how I feel about the difference in wheels.

You should feel that you were misled if you were not sent what you ordered. It's as simple as that. I can't imagine swapping out product without a paying customers consent just because I don't track inventory well. That is dishonest and very possibly intentionally to fatten the margin on a chump.

An excellent review bartturner. I can't imagine anyone reading this would want to do business with Bikesdirect, it is pretty damn clear what they thought of you and it's likely how they see all of their customers. Suckers trying to save a buck, people to capitalize on without actually providing the perceived savings.

Just for the record:

- I was originally sent the wrong bike. I have sent it back with full refund. So I am not out $3k
- I have received the correct bike which I am happy with. If you read the posts above I got the correct bike last Wednesday. So from original ordering and receiving the correct bike took about a week.

I feel for $1300 I got a great bike with great compontents and probably saved $1k when comparing to local bike stores. It is tough to say what I saved because I really did not see any bikes under $3k that weighed 15.1 pounds. Plus I am not an expert so it is really tough for me to compare components. My serious biking friend told me a I got a deal. It is not for me to judge but others to make their own decisions if it is a good deal or not. I don't feel like I was "screwed" by BD. But everyone has an opinion.

What is up with the people on this forum. There is so much anger. Does biking cause angry people? Why is there so much anger towards buying a bike online?

Bartturner, I too just received a bike from BD, and assembled it myself. I too am new to cycling as a serious endeavor. I thought the parts of the bike that came all assembled would be assembled correctly and adjusted properly. When I road tested the bike the front derailler shifted the chain right off the large chain ring, and the rear would not shift onto the large sprocket. I spent many hours trying to correct the problems and sought help on the mechanical forum here. I finally gave up and took the bike to a LBS today and a good thing I did. Turns out the brakes were not mounted and adjusted correctly, the wheels need truing, the levers are mounted too low on the bars, etc.. The folks at BD just stuck all the components on the bike without thought to adjustment at all.

This is the Campy Record bike that you see flashing on the right of your screen for $1795. I still think I got a good deal on this bike but I shudder to think what would happen if I did not bring it to a LBS that is an authorized Campy shop. These bikes must be brought to a professional mechanic to be checked over.
I don't know what the tune up will cost, probably about as much as sales tax or shipping would cost me if I bought the bike locally. It is a necessary cost.

I actually did not expect my bike to come as assembled as it did. I did expect to have to either adjust the gears and brakes myself or bring it somewhere. So this really did not miss my expectation.

I am anxious to get mine back from the bike shop later today. The next chapter will be getting it fitted.

I don't understand nickel and diming your local LBS.

If $20 extra for un-needed service is nickle and dime to you...good on you. The world seriously needs those willing to part with their cash for nothing in return. But let's keep the notion of philanthropy out of this discussion. This is about business decisions on both part, pure and simple. In my own situation, I just recently landed a job where finances are not so tight. Until recently, I had $20/month to spend on personal/fun items. You had better believe that I "nickle and dimed" my decisions regarding how that $20 was spent. If you can't understand that, I suggest walking a mile in the shoes of someone who can before you pass judgement.

I have no problem with someone who decides that a BD purchase is ultimately the best for his situation (and to that end, this thread is at least educational).

Likewise, I have no problem with a bike shop deciding that it does not want to do business with BD buyers based on any criteria they see fit. But they don't, and they don't for a business incentive.

Man.....I used to really like these forums, but lately it seems they are filled with the emotion laden bickering of those who have little to offer but a strongly held opinion (alanbikehouston (& sometimes even myself :) ) being a regular contributor). Believing something strongly does not make it true or even relevant.

About my 'almost' remark - American Classic 420 cost $800, Ritchey Protocol cost $600.
You don't care about the $200 difference? I thought the idea was to save money.

I now understand the "almost" comment. Which you are correct. I expected the AC420 and received "less" of a wheel based on MSRP. I thought you were referring to the size.

I like to support my LBS as much as the next guy. However, I have paid good money for hack repairs and or repairs that were easily done if you know how. At some point, I made the decision to invest those dollars in tools, instead of a repair bill. If you do your homework, bicycles are not rocket science. Especially true in this day and age of sealed cartridge bearings. When bottom brackets and axles were all cup and cone, there was an art to repacking and adjusting the bearings. Now it's pretty much "plug and play". There is a bit of an art to wheels, but if you understand how a wheel works and don't have anything super fancy, it's pretty easy to true up a wheel. I would like to have seen that improperly installed brake. They are either bolted on, or they aren't. Sometimes I think bike mechanics like to make you believe there is voo-doo involved. There really isn't. As another poster said, it's just time and patience.

All that being said, I would not be afraid to buy a bike from BD. I've built enough bikes and kept my own fleet running long enough I wouldn't hesitate. In fact, I did the unthinkable recently. I bought a bike for my daughter from Sports Chalet. It had been returned, had a nick here and there, but the price was unbeatable. I brought it home, fixed the (very) few minor assembly deficiencies I came across and she's been happy as can be with it. Shoot, she has a newer/better bike than I do!

Bike shops have a pretty low margin on their bikes and will usually back them up with free tune-ups for a period of time, if not life. They will work on bikes you bought elsewhere, but you pay the full shop price. You pay for the expertise and the tools, not to mention a portion of the roof overhead. If this is not acceptable and you wish to continue buying bikes from the Internet, or department stores, it would be well worth your time to learn to wrench your own stuff. Besides, it's fun!

Mark

The improperly installed rear brake had the pads at such an angle that the rear edge of the pad had an overlap of about 1/8 inch onto the tire and would have worn right through the tire. The front pad was angled in also. The very affable, and knowlegeable, owner of the Spoke BS in Williamstown, Ma pointed this and other problems out to me within seconds of his first look at the bike. His knowlege of BD and it's history was enlightening, also.

The thing about BD is they give the impression that assembly is very simple and anyone with some mechanical ability can assemble his/her bike by just viewing a video link on their web site. Unfortunately they do not mention that everything pre-assembled by them is probably assembled hastily and not properly adjusted. These things are subtle and not easily noticed by someone not fully versed in bike mechanics. (The views in this pharagraph are mine and not those of the Spoke. His comments about BD were limited to the history and structure of the company, and I will be glad to share those comments that I remember if anyone is interested.)

The bike did not come with American Classic 420s like I expected but instead Ritchey Protocols. Have not gone through everything else to make sure it is there. Not sure how I feel about the difference in wheels.


You should feel that you were misled if you were not sent what you ordered. It's as simple as that. I can't imagine swapping out product without a paying customers consent just because I don't track inventory well. That is dishonest and very possibly intentionally to fatten the margin on a chump.


About my 'almost' remark - American Classic 420 cost $800, Ritchey Protocol cost $600.
You don't care about the $200 difference? I thought the idea was to save money.

I didn't trouble myself to look it up, but that's the sort of chumping I was talking about. Don't defend a company just because you did business with them, get the 2 bills they owe you. No one here is "angry" at BikesDirect (not true, many of their customers are angry, but embarrassed) it's just that verry often where there is smoke there is fire, and BikesDirect has a history of shilling on BF more than any other company, which makes them annoying in a different way than they are with just being generally dishonest. I hope you don't think I don't like or am "angry" at them. I feel nothing except a sympathy for new cyclists that do business there.

Note that I only pointed out their poor customer service, their attempt to force you to pay shipping costs that are their responsibility and their bait n switch on your components, wherein you unknowingly were downgraded without being compensated or asked. Those are facts you presented, nothing for -me- to get angry about, unless you walked away believing that bike biz people are all crooks. Companies like BikesDirect are thankfully the exception rather than the rule.

I will say it again. I think BD is a viable option for the seasoned cyclist who knows what they want, what size they need and how to properly build and maintain a bike. BD is not a good option for the beginning cyclist. I feel that in the case of a new cyclist that buying the store is just as important as the bike itself.

Absolutely, if you can find a mechanism for ensuring you'll be sent what you ordered. Seasoned or not the customer has little control over that, and small recourse. Even if you open the box while UPS waits, then refuse delivery they will obviously try and stick you with the shipping, further at that point you have paid in full and must trust a company whose behaviour is substandard to credit your account/refund your purchase.

Update

As I mentioned above I took my bike into a LBS for a "light tuneup" for $35. The bike was to be completed at 5:00 PM. I arrived at 4:45 thinking that they would probably be done early. Well he was still working on the bike and joked that he had 15 more minutes. I told him no rush and we would be back in an hour. Me and two of my sons blew off 90 minutes pretty easily.

We returned at 6:15 to pickup the bike and he tells me it will be $60 and that it needed a major tune-up. I did not say a word, paid for the bike, told my two sons to come and left. I guess he could tell that I was pissed off.

He followed me outside and asked if I was upset. I told him that we agreed to a "Light tuneup". I showed him the slip of paper he gave me when I dropped off the bike that stated a "light tune-up". I told him if he called me and told me it would need a "major tuneup" then I probably would have agreed. Plus I asked him why he did not tell me when I came in the first time.

He had brought out $20 with him and tried to give it to me. But I calmly told him I don't want it. It is not the $20 but the principal. I then turned and asked my son where did we buy his bike at and he told the owner here. The owner then told me he was going inside and ripping up the credit card slip. I told him it was not necessary it was the principal.

I compare it to bringing your car in. If you agree for something to be done and they find it is going to require more then you call and get permission unless they have prior permission. I was very clear that I only wanted a "light tuneup".

I did explain the entire thing to my young boys. I think it will be a good learning experience for them.

It is funny that what happen here is really no different then what happen with BD. But because I got such a good deal at BD I feel it is different. I will buy another bike at BD. I doubt I will go to this bike store ever again.

Update

As I mentioned above I took my bike into a LBS for a "light tuneup" for $35. The bike was to be completed at 5:00 PM. I arrived at 4:45 thinking that they would probably be done early. Well he was still working on the bike and joked that he had 15 more minutes. I told him no rush and we would be back in an hour. Me and two of my sons blew off 90 minutes pretty easily.

We returned at 6:15 to pickup the bike and he tells me it will be $60 and that it needed a major tune-up. I did not say a word, paid for the bike, told my two sons to come and left. I guess he could tell that I was pissed off.

He followed me outside and asked if I was upset. I told him that we agreed to a "Light tuneup". I showed him the slip of paper he gave me when I dropped off the bike that stated a "light tune-up". I told him if he called me and told me it would need a "major tuneup" then I probably would have agreed. Plus I asked him why he did not tell me when I came in the first time.

He had brought out $20 with him and tried to give it to me. But I calmly told him I don't want it. It is not the $20 but the principal. I then turned and asked my son where did we buy his bike at and he told the owner here. The owner then told me he was going inside and ripping up the credit card slip. I told him it was not necessary it was the principal.

I compare it to bringing your car in. If you agree for something to be done and they find it is going to require more then you call and get permission unless they have prior permission. I was very clear that I only wanted a "light tuneup".

I did explain the entire thing to my young boys. I think it will be a good learning experience for them.

It is funny that what happen here is really no different then what happen with BD. But because I got such a good deal at BD I feel it is different. I will buy another bike at BD. I doubt I will go to this bike store ever again.

I think you were in the wrong here. He didn't have to touch your bike. It needed more work than he expected. He did the work. His time is money. I'd rather have the guy at the LBS go the extra mile than do the minimum to get your cash. No wonder LBS people don't like the online buyers. People like you go in their shops and give them crap for doing their job right. Like that extra $30 broke you, and even with that you made out big time compared to buying a bike from them.

I will say it again. I think BD is a viable option for the seasoned cyclist who knows what they want, what size they need and how to properly build and maintain a bike. BD is not a good option for the beginning cyclist. I feel that in the case of a new cyclist that buying the store is just as important as the bike itself.


I agree, online bikes are really not for the novice cyclist or one who has very limited or mechanical skills. I must have been fortunate on my first attempt in puchasing a bicycle from BD, since the bicycle I purchased came with all the components and wheel upgrades that were listed online. I had orginally planned to upgrade the BD bicycle even before I purchased it, so receiving the bicycle with all the parts listed, made my upgrade go smoother. The only unplanned upgrade was replacing the adjustable stem (too much flex) to a rigid version, which abled me to pick the length and angle, making the bicycle fit me even better than if I had left the adjustable stem in place, even if the stem had no flex at all. My BD bicycle is about 90 percent original, but so are my bicycles that I have purchased and upgraded from the LBS. I do not plan to purchase any bicycles from BD in the near future, since the bicycle I purchased happen to be the only one in BD's lineup that caught my eye.

This illustrates why LBS should not service online bought bikes. I know it stinks to turn away buisness, but in the long run what kind of customer are they going to get from an online buyer? A complaining, whining, cheapskate, who complains when his poorly assembled online bike needs work. Turn them away. don't take their money. Where will these cheapskates take their bikes when online companies run the LBS out of buisness?

I don't believe there was anything wrong with the bike besides the gears needing adjustment to begin with. I had a very knowledgable bike person look at it before bringing it to the LBS. He spend about 30 minutes looking over things and making sure things were built correctly and screws were tight. He did not align the gears as I told him I was going to bring it to a LBS to have this done. He did align the brakes.

The LBS was instructured to do a "light tuneup" which is adjust the gears. I don't believe anything beyond this was needed which is what I told the LBS. If the LBS, who knows a lot more than me, thinks more needs to be done then fine. Make some attempt to contact me and tell me what he thinks needs to be done and I will decide what I want to do.

This is not serious enough to take to court but if I did I would be in the right and the LBS would be in the wrong. We had a contract for a "Light Tuneup". I had a sheet that I signed agreeing to a "light tuneup" with the cost and what is included. He did work that we did not agree to.

It is principal not the $20. I believe this comes back to the bike being sold online. I think if the bike was a Trek he would most likely have charged what we agreed. I think the online bike aspect is what caused him to rip me off. After he did it he realized that I have been a good customer and regretted what he did.

I go back to when I originally brought the bike in and he saw the brand his body language was telling. Or maybe his experience is that he has these bikes come in all the time and they are a mess. I simply don't believe this. Either others on forum do or they have some other motives.

BTW, on the comment that LBS should not service online shoppers. I think the best way to service these types of customers is to be up front. Say what needs to be done and what it is going to cost. I think it is fair to make the cost whatever they feel like making it. But be up front. Don't say it is going to cost X and then, without permission, charge Y.

Or I think it is fair to say that you don't want do tuneups on online bike brands or for that matter any particular bike brand. But what would not be fair is to say it is one price and then charge a different price.

I do also agree that online shoppers tend to be very value driven. I know I am for most things. Maybe some call it being a cheapskate. I take that as a complement. I want a lot of value for my money. This is why I was initially drawn towards BD. I believe I got a lot of value for my money with BD. I don't think I got very much value for my money with the BD. IMHO, I got a "light tuneup" for $60. Plus the gears do not seem to be adjusted very well and will need to take them to another LBS.

But even with the poor value I am getting from LBS if you combine with the great value I got with BD I think I will still end up way ahead versus working exclusively with a LBS for my new bike.

This illustrates why LBS should not service online bought bikes. I know it stinks to turn away buisness, but in the long run what kind of customer are they going to get from an online buyer? A complaining, whining, cheapskate, who complains when his poorly assembled online bike needs work. Turn them away. don't take their money. Where will these cheapskates take their bikes when online companies run the LBS out of buisness?


My LBS gives free "tuneups" every bicycle purchased from them, and a modest fee for all other bicycles as a way to get customers to buy their bicycles. If I was a lot less mechanically inclined than I am, I wouldn't even consider buy an online bicycle, and pay the extra dollars for the LBS bicycles. Since I have a fairly decent mechanical background, I can buy online bicycles and various components, and not worry that my LBS will penalize me for doing so, and I have purchased enough bicycles and components from the LBS to more than makeup for my online purchases. The LBS owner and I recently discussed my BD bicycle and how I liked it, he was not overly concerned about my purchasing an online bicycle, but his main concern as he mentioned, was the other LBS in the area with it's practice of overbuying, having to sell bicycles at very low profit margine, and undercutting his prices.

What I don't get in this discussion is why people think a LBS doesn't want to work on a bike from another place. Listen, people move from town to town a LOT, like every three years or so. MOST of the work in a shop will not be the bikes they have. This is why a shop says, "buy from us and all tuneups are free" A significant number of these bikes never come back. I have three bikes from a very good LBS in NJ - which is currently 2 thousand miles away and a passport. They aren't doing any more tuneups for me.

If the above is true, tuning up bikes is a profit center. They make money on taking your bike from BD (or for another LBS) and tuning it up for you. Often a tuneup is merely a method for you to get your ratty ole bike in for a look over so that they can inform you that you need to really replace your rusty chain, destroyed bottom bracket, etc, etc.

In other words, a LBS functions much like any other garage. Many garages which aren't dealerships do just fine without selling you a car - I would assume the same is true for a LBS.

After all, with a few clicks you can know exactly how much a Cannondale cost but it isn't so easy to price compare on replacing a chain or a bottom bracket. Therefore, they don't have to drop prices to rock bottom on repairs - but they do have to on bikes.

Sure, the sales person at the LBS would like you to buy a bike from them - but they aren't going to close their doors because you don't.

just my dos colones

I don't care where the bike comes from when I do a tune up. Obvious online bikes(and they are pretty obvious) do not get moved to the bottom of the pile. However, bikes from our shop go to the top of the pile(sounds fair to me). More than half of the bikes I work on did not come from our shop.

And, the best bike techs are well worth the $50 or $75 per hour a shop may charge a customer for their time. The best bike techs understand every nut and bolt on a bike, and know the difference between just "okay" and "perfect", and just "okay" is NEVER acceptable. So, a shop may invest $100 to $300 worth of staff time into getting a bike exactly right for a customer.


The problem is that not every LBS has "the best bike techs" but they want to charge as though they do.

I don't know who is worse, BD, or the sort of bottom feeders who buy from BD, and then expect a local bike shop to turn a BD box of parts into a good bike for FREE or close to free.

Maybe what every bike shop in America ought to do is post a sign: "We don't work on BD bikes...take your whiny @ss out of my shop".

Adjusting and setting up a new bike properly should be quick money for a shop. I don't understand why they would want to turn that down. Treat 'em right and they'll come back.

I don't know who is worse, BD, or the sort of bottom feeders who buy from BD, and then expect a local bike shop to turn a BD box of parts into a good bike for FREE or close to free.

Maybe what every bike shop in America ought to do is post a sign: "We don't work on BD bikes...take your whiny @ss out of my shop".

They can do that. It's their shop. But in this case they agreed to do a tune up at a set price, and did something extra. If it really needed a major tuneup when he looked at it he should have called the customer and gotten the OK for that. It's what any reputable car dealership would do, and bike shops should work the same way. If the LBS doesn't want to work on BD bikes they don't have to, but they are turning away business.

I don't see that the OP did anything wrong.