Manufacturer, Retailer, Survey and Consumer Feedback - UPS makes me want to puke

UPDATE 09/29/07: It was UPS's fault for ruining the bike that BD had sent me, BD and I are cooperating right now to solve this issue.

Everything below is your choice to read it it will sound mean but it is because it thought it was BD's fault but in the end I was wrong.


Excuse my grammar I am still frustrated right now so its horrible.

So I come back home from college, before I ordered a MotoFantom Cross UNO in white from Bikedirect.com. It is my first single speed bike I have ever owned before so I am really excited. I order it last Saturday and it comes Thursday. Its Friday night I come back to Brea, see a gigantic box in my garage its my bike. Open it and take it out of the shipping box. See the factory box all dented and scratched. Barely had to open the factory box due to the damaged factory box. They dont even bother to provide cushion from the facotry box to the shipping box.The 2 years I bought items online, the countless thousands of dollars spent on online shopping. Being shipped by UPS, USPS, DHL, Fedex, and a bunch of international postal services shipped by numerous online stores this is the worst packing job I have ever seen. Do you know what "packing" is? Things that even make it worse? Ha this bike is my 18th birthday present(its on Sep 27th), way to go just totally ruined my whole birthday. On top of that I probably cant ride my bike that i so wanted so badly to ride on campus for at least 2 weeks. I better receive a new bike soon and I better not have to go to the trouble in paying the shipping back to you guys. Also if you expect me to pack in original state forget it, the condition the factory box is in, I will probably rip the box more than fixing it.

Thanks Bikedirect I think I am gonna puke out all the alcohol I consumed from the past 5 days.

http://i22.photobucket.com/albums/b342/Mike927/PICT0008.jpg
http://i22.photobucket.com/albums/b342/Mike927/PICT0007.jpg
http://i22.photobucket.com/albums/b342/Mike927/PICT0001.jpg
http://i22.photobucket.com/albums/b342/Mike927/PICT0006.jpg
http://i22.photobucket.com/albums/b342/Mike927/PICT0005.jpg
http://i22.photobucket.com/albums/b342/Mike927/PICT0004.jpg
http://i22.photobucket.com/albums/b342/Mike927/PICT0003.jpg

While that sucks, did you contact BD? If so, what did they say?

I sent an email. I spent my own birthday party instead of enjoying myself writing an email to bikesdirect and posting this on several forums. I know BD wont reply this until monday so I decided to post it here since I have seen Mike checking on these forums. I really want to solve this ASAP.

So you bad mouth them before they even have a chance to make it right? Way to go, toolbox.

I sure hope that when they send you a new bike (which I am 99% confident that they will) you go to each and every forum you posted this nonsense on and tell everyone that you were taken care of.

Ha this bike is my 18th birthday present(its on Sep 27th), way to go just totally ruined my whole birthday.

Thanks Bikedirect I think I am gonna puke out all the alcohol I consumed from the past 5 days.


Slamming them before they're had a chance to respond is really immature, as is posting while being (underage) drunk.

Look at it on the bright side......
BD saved your Mommy and Daddy a lot
of problems, lawyer fees etc. :)

To me, it looks like the shipping company crushed it and then put the crushed box in a new box. I doubt Bikesdirect had anything to do with it. Otherwise, the packing looks pretty standard to me.

Looks pretty much how bikes were shipped to the bike store I worked at. You should be mad at the shipping company's gorillas not BD.

Who was the shipper?

Who's shipping label was on the outside box?

Was there a shipping label on the inside box.

That is disgusting that they would even deliver something so obviously damaged......

The reason why I think BD is at fault is because the shipping box(first two pictures) it has absolutely no dents or any rips on the box.

Wanderer shipper was UPS
Yes shipping label was outside of the shipping box
No Shipping label in inside box.

That looks suspiciously like a cover-up on the delivery company's part. There's no way in hell BD would have stuffed that bike in that outer box. That's tantamount to business suicide. Is there anything on the outer box that BD put on it or is it all shipping company originated markings?

I'd be willing to bet that if you carefully peeled that shipping label off, you would find that it matches where the label was peeled off of the first (BD) box.

No seller would even consider shipping something in the condition that orig box was in - it looks like it was driven over, or had been in some sort of vehicular crash.

Way too much damage to be caused by the seller.....

There is a chance that UPS is responsible but I don't have my high hopes right now
http://i22.photobucket.com/albums/b342/Mike927/PICT0012.jpg
http://i22.photobucket.com/albums/b342/Mike927/PICT0013.jpg
First two images are from the shipping box notice the second picture it is clearly a rip
http://i22.photobucket.com/albums/b342/Mike927/PICT0014.jpg
this image is from the factory box

That sure looks like a shipping label was removed from the bottom image.

UPS definitely trashed the box and repacked it in a new box. That should have come with a claim form stapled to it!

Yeah between the pen mark, the cardboard, and the rest of the white sheet of paper sliced off the original box - it's pretty obvious that UPS trashed it.

Bikesdirect shipped it in the motobecane box. When boxes become very damaged the shipping companies will rebox it and relabel it and then deliever it. When the buyer gets the item they can collect the insurance if they bought it or file whatever claim they need to. UPS's job is to deliver the package to where it is going. They can't send it back to the shipper since it would delay the package and their is still a chance the actual contents were not damaged. This is common procedure with all shipping companies.

It is unfortunate it happened but BD should take care of you.

UPS's job is to deliver the package to where it is going. They can't send it back to the shipper since it would delay the package and their is still a chance the actual contents were not damaged. This is common procedure with all shipping companies.



Sure does speak volumes about ups customer care "What can Brown Do For You?" Especially seeing that there is serious damage already visible before they "repackaged" it. And then, to stupidly, not supply damage claim forms...........

Sheeeesssshhh!

Mike927:

I just got a PM altering me to your post.

We see a few UPS problems; but this one takes the cake

Of course, we shipping you a new bike in a perfectly fine standard factory box.
Normally, if UPS damages a bike like this they return it to us. Then we just ship the customer another bike. What someone at UPS was thinking when they repacked this bike that they damaged I have no idea.

Of course, we will ship you a new bike [I hope we still have your size and color - we are short on white but black seems to be still in stock]

Please PM me all your data or send your report to bd4salesteam@aol.com or any other email address on our site.

Do not worry; you will be handled professionally by us
And we will deal with UPS [you do not need to file anything]

I am sorry this happen to your order

Mike

I think the title of this thread should be changed to "UPS makes me want to puke":)
I have considered buying a bikesdirect product, but the shipping method is the main reason I have not done so.

UPS mutilated your bike, not BD. I've received two BD bikes and they've been in perfect shape, perfectly packed. UPS blew it.

I think the title of this thread should be changed to "UPS makes me want to puke":)
I have considered buying a bikesdirect product, but the shipping method is the main reason I have not done so.


there is a risk with shipping bikes
however, we absorb that

by the way, and 70% of bikes sold in bike shops today arrived via UPS or FedEx
and we have found the issues from either of these carriers to be about equal


the main question is: will your seller that care of issues created by shipping companies
the answer with us is very clear: We Handle Any Damage Created by UPS
then we deal with UPS on it

I wish there was a shipper that never made mistakes; however I have not been able to find one.
{this case is one of the worst I have seen in about six months; most are a damaged QR or axle that poked thru box**

I sent an email earlier with my transaction ID, it may sound harsh as this post so I apologize I wrote the email almost the same time I posted this up so I didn't have much clue it was UPS's fault

I think the title of this thread should be changed to "UPS makes me want to puke":)
I have considered buying a bikesdirect product, but the shipping method is the main reason I have not done so.

Yea, I agree

I still think my Mercier was a fabulous bike but it came damaged, too.
The top tube was dented where the handlebars were ziptied to the frame.
I built the whole bike before I took the wrapping off so it was a little too
late to complain. I worked for UPS for a while and those ppl arent allowed to
take time with stuff. Its insane the pressure they are under to move stuff to
make their always rising quotas. :eek:
Even weirder was a box that came Fed-Ex that one end was saturated in cat urine :cry:

I did change the title. ;) Since Mike has basically handled things for the OP, I'm presuming he'll not mind.

Tom I don't mind at all in the end I was at fault in blaming the wrong person anyways.

Man, it looks like they dropped a pallet on that! BD"s got my order if i should order a bike, not many dealers will take responsibility for the shipper.

congrats to BD for handling this the right way for the customer...

In my experience, most bike deliveries to bike shops come common carrier or truck freight, not UPS, FedEx, or DHL. I've dealt with Conway Trucking extensively with a driver that was meticlious about damaged freight.

In my experience, most bike deliveries to bike shops come common carrier or truck freight, not UPS, FedEx, or DHL. I've dealt with Conway Trucking extensively with a driver that was meticlious about damaged freight.

The shop I worked in always had UPS deliver bikes. The UNO was in standard new bike packaging. Every now and then we'd receive one that had been reboxed; though, nothing ever looked like that UNO.

There is a UPS distribution facility right across the street from my office. They have these huge conveyors running all over the inside of the warehouse. Last week as we were leaving on a lunchtime ride a big box rolled off the conveyor and fell about ten feet to the ground. It was promptly picked up by a handler and not-so-lightly thrown into a growing pile of boxes I can only assume had met the same fate. I realize these handlers are under a lot of pressure, but what we saw was a bit ridiculous.

When I first saw this post, the first thing I thought was "Wow, its damaged like mine and they took the time to repackage it!"

I ordered a bike from BD a month or so ago and I went to go pick it up. As they were bringing it out, someone was frantically trying to tape the box with masking tape and I started asking what's going on. When the box came out, my bike looked almost exactly like yours. It looked like it got crushed but another heavy object.

Although I was pissed that it wasn't packaged better, I refused the package and contacted BD. They sent me a new bike, no questions asked. So typically I was frustrated since I wanted to ride my new toy but it worked out in the end. Although the second bike that came had a bad stem on the inner tube. But whatevs.