Manufacturer, Retailer, Survey and Consumer Feedback - Screw you, Nashbar

I think this is the last time I'm ordering from these people. The last time I placed an order, it took a good two weeks to make it to my address. (I don't live in the boonies, nor was anything on backorder.)

This time, though... :mad:

Placed my order last Wednesday evening. Nashbar was having a 10% off promotion, so I entered the coupon code in to get my discount. I also had two items that I found on other sites (cleats and a bike light or something) that were about $1-2 less than Nashbar's, so I decided to use the price match policy and put the info in the comments section.

Shortly after I placed the order, an e-mail confirmation arrives in my inbox... showing the stuff I've ordered plus adjustments on the two price match items. (Obviously a human read my order and made the two adjustments.)

Friday evening I get an e-mail from Customer Service saying they can't do price matching plus a coupon code, so they need me to specify which discount to take - the coupon or the price match. Okay... so yeah, you can't combine promotions, but I wouldn't consider a price match policy a promotion. Whatever. I tell them to use the coupon code.

Thursday [today] rolls around, and no sign of my order. I just called up Nashbar, and supposedly my order was placed on Monday (uhh, so it took you 4 days to change the price match/coupon code dilemma?) and is now on hold. On hold? Customer service rep says it's on hold because my billing address doesn't match my CC info. As I look at the web confirmation e-mail, it clearly has my current billing address on there. IIRC, they can use that checkbox thing that will duplicate your shipping info into the billing. I guess since my billing info on my web *account* is still my old address, they used that one. Again, .

The customer service rep changes my billing info and says my order will go out today.

I'm royally pissed off right now. It's been a #$&%^ WEEK and my order is now just being shipped out. NO ONE contacted me to say my CC info/billing address didn't match. No e-mail, no phone call, nothing. Way to go!

Talk about sh*tty service. Next time I'll order from anyone BUT Nashbar.

I would check to make sure they didn't charge your card twice. They did that to me the last two times I ordered stuff from them. About a week after my order, the second charge dropped, but it still is not a good thing for them to do.

I just realized my order is probably going to be incomplete, too -- I ordered a pair of shorts from the returned items section, so consequently they're most likely gone to someone else by now.

I would check to make sure they didn't charge your card twice. They did that to me the last two times I ordered stuff from them. About a week after my order, the second charge dropped, but it still is not a good thing for them to do.


That generally happens when a charge is pre-authorized. It will show up in your pre-authorized list, then the actual charge will post, the the pre-auth charge falls off later.

I must be very lucky I have bought thru them for years and have never had a problem.

In over 10 years of ordering from both Nashbar and Performance, I've never had a problem.

Everyone has problems, but not everyone sees the need to disclose them to the world.

I guess you've joined the list of people who have had a problem with XXX company. You could insert virtually any firm for XXX and find a host of individuals who have had a bad experience. It happens. People screw up. Computer systems aren't perfect. It's not the end of the world. Problems get fixed and life goes on.

I have never once had a problem with them. They in fact have always been more than fair when returning products and such.

Neither Nashbar nor Performance are lightning-fast, but I've had no problems with them. Started buying stuff from Bike Warehouse/Nashbar around 1976.

In all fairness I've noticed a big drop in Nashbar's quality over the last 18 months or so. That being said the OP sounds like a cheapskate and a crank. Was it really worth all the hassle to save $2? WTF?

Everyone has problems, but not everyone sees the need to disclose them to the world.

I guess you've joined the list of people who have had a problem with XXX company. You could insert virtually any firm for XXX and find a host of individuals who have had a bad experience. It happens. People screw up. Computer systems aren't perfect. It's not the end of the world. Problems get fixed and life goes on.

There's a bad porn joke in here, I think. ;)

On topic, the price match/coupon policy makes perfect business sense. I wouldn't ask my LBS to match another shop's price, and then whip out a coupon too. It's probably stated somewhere on the site. And I guess the OP isn't old enough to remember back before computerized, automated everything, when actual people did all the order processing, and mistakes were made regularly.

This order ended up requiring special handling, and something went awry. It happens, and it's unfortunate.

sounds like it would have been easier to visit a LBS and save yourself the unneeded hassle just for a light and some new cleats.

The whole point wasn't about the coupon or the price matching, Ziemas. The issue was the huge lack of communication on their part.

They messed up more than once - first by not using the billing address I had specified at the time of the order. Having ordered from many, many other online stores, I have never had a problem with companies using the billing address on my account instead of the one I had put in at checkout. There have been times where I've had multiple addresses (e.g., while at school) and have not had to change the address on my account in order for my order to be billed to the right place.

That being said, they should have called or at least e-mailed me to tell me that the CC billing address didn't match, not leave it in someone's inbox and leave me wondering what the hell was taking so long for my order to get here. I ordered well over $150 of stuff that took well over two weeks to arrive.

Even better, when I finally received my order, the shoes were wrong, and they only shipped one tire even though I had ordered two. Also, since the order took over a week to process, one of the items I ordered from the 'returned goods' dept was therefore no longer available.

At least they didn't charge me for two tires and only ship one. (And yes, I double checked my original confirmation e-mail and I had put in 2.) Fortunately, they're letting me return the shoes and will reimburse me for the shipping, and are sending another tire.

As a side note, even after I changed the billing address on my account online, they still have my old one in their system as my primary billing address.

Put yourself in my shoes for a second -- you've just spent a lot of money (in my world, yes, that is a lot of money) only to have your order delayed for stupid reasons. So don't label me as a "cheapskate" and a "crank," because I think you'd be just as irked as I am.

Wow. Those seem like some very minor problems. Relax!

The whole point wasn't about the coupon or the price matching, Ziemas. The issue was the huge lack of communication on their part.

They messed up more than once - first by not using the billing address I had specified at the time of the order. Having ordered from many, many other online stores, I have never had a problem with companies using the billing address on my account instead of the one I had put in at checkout. There have been times where I've had multiple addresses (e.g., while at school) and have not had to change the address on my account in order for my order to be billed to the right place.

That being said, they should have called or at least e-mailed me to tell me that the CC billing address didn't match, not leave it in someone's inbox and leave me wondering what the hell was taking so long for my order to get here. I ordered well over $150 of stuff that took well over two weeks to arrive.

Even better, when I finally received my order, the shoes were wrong, and they only shipped one tire even though I had ordered two. Also, since the order took over a week to process, one of the items I ordered from the 'returned goods' dept was therefore no longer available.

At least they didn't charge me for two tires and only ship one. (And yes, I double checked my original confirmation e-mail and I had put in 2.) Fortunately, they're letting me return the shoes and will reimburse me for the shipping, and are sending another tire.

As a side note, even after I changed the billing address on my account online, they still have my old one in their system as my primary billing address.

Put yourself in my shoes for a second -- you've just spent a lot of money (in my world, yes, that is a lot of money) only to have your order delayed for stupid reasons. So don't label me as a "cheapskate" and a "crank," because I think you'd be just as irked as I am.

I noted the drop in Nashbar's CS in my post.

If you wouldn't have been trying to chisel another $2 with the price match you wouldn't have had so many problems, and the items from the returned goods section would now be in your possession.

I have had similar problems.
An order 3 months ago...
ordered products abcdef, charged 250.
got an email stating that ef were out of stock.
charged for items abcd, 200.
called nashbar a few times. all I got was "we dont know"
got items abcd.
then charge for abcdef fell off.

My latest order ( yesterday), I was overcharged about 50 ( incidently, the amount that the coupon for 20 percent off was worth).

I had to move money around to avoid bounce fees.

I've personally had very positive experiences with both Nashbar and Performance, although I only buy stuff from them that I can't find locally.

I have an idea...why don't all of you just support your local bike shops?

I have an idea...why don't all of you just support your local bike shops?

We can if we want to.

http://en.wikipedia.org/wiki/Market_economy

http://en.wikipedia.org/wiki/Free_market

http://simple.wikipedia.org/wiki/Capitalism