Manufacturer, Retailer, Survey and Consumer Feedback - Beware of ICYCLESUSA.com -- Very Shady Company

Run away from ICYCLESUSA.com, not worth the risk for a few bucks of savings.

They have no phone number. Guess that should have been a warning sign. And I have no idea who sent the email because they do not provide names. Just comes from cs@icyclesusa.com.

I placed a large order with them and tried to cancel 2 lines before it had even shipped. The very short response from them was that even though the order had not shipped yet, I would be charged a 20% restocking fee for those items.

As a repeat customer I requested that they reconsider the fee since the items had not even shipped yet. I also requested a number to talk to someone directly about the order. Had to send multiple emails to get a response. And their full response 2 days later was, "The order was already processed and had shipped... Please do not submit orders until you REALLY want the items..." So even though I was requesting a cancellation, they just shipped the product out 2 days later and charged my credit card. They made absolutely no attempt to deal with this issues the way any legitimate company would have.

And don't believe all the hype on their website about "100% Satisfaction Guarantee" and how easy it is to deal with returns. They do not even mention a 20% restock fee in their return policy. And remember, my items did not even ship yet.

They also lie about inventory, which they claim is all on hand for immediate shipping. Turns out they order from a supplier.

Lastly, they do not provide any status updates or tracking information. I pray that my stuff gets to me ok because I can't imagine having to deal with an actual return.

-Trevor

There's at least one other thread about them on here. They're not getting a very good reputation.

If you're in the U.S., you can

send a letter of complaint (or sometimes, fill out a form) to your state's attorney general/consumer advocate (or equivalent).
Since the vendor is also covered by the postal service's mail order regulations, you can also file a complaint with the USPS (don't know exactly, but a search of www.usps.gov should locate something).
Finally, you can make a consumer complaint with the Federal Trade Commission at https://www.ftccomplaintassistant.gov/

While you may not get immediate corrective action, each agency/department maintains the record and is more likely to initiate an investigation with more consumer complaints, so you might cause an investigation or help somebody else later.

Notify your Credit Card Carrier right away and file a dispute. You may win this battle yet.

Interesting feedback. I used to order from them a few years ago and never had a problem. Then they just disappeared for a while, their web page for a long time said that they were no longer in business, then a little while ago, they reappeared. I haven't ordered anything from them since they have been back, I hadn't planned on it in the near future as I have a pretty good set of online places I get stuff. I never thought of them as a "gotta check them too before I order this" kinda place anyway.

Notify your Credit Card Carrier right away and file a dispute.

Good point.

Only one comment... I typically don't care about names, since what is it going to do for you? As long as it comes from an address that looks like Customer Service (like cs@xxx.yyy) then I don't really care whether it is Bob or Sal... I'm not on a first name basis with people in any company other than locals.

It gives a false sense of personality... I just thought of some movie I saw where every person in customer service used a selection of just a couple of names... never their own. ;)

Only one comment... I typically don't care about names, since what is it going to do for you? As long as it comes from an address that looks like Customer Service (like cs@xxx.yyy) then I don't really care whether it is Bob or Sal... I'm not on a first name basis with people in any company other than locals.

It gives a false sense of personality... I just thought of some movie I saw where every person in customer service used a selection of just a couple of names... never their own. ;)

It gives you a reference of who you are dealing with should you have to make multiple inquiries.

Odd... I purchase from them all the time. Mainly small items (brake hoods, straps, etc.). Never had an issue

I am NOT a lawyer. Every state is different, but in the Small Claims in RI I believe there is no statute of (time) limitation, the max amount is around $1,500, but the offended must send letters to attempt to remedy the problem. Something like that. Additionally, you could consider telling them that the second copy of your letter would go to their local Chamber of Commerce, and the BBB if the matter was not remedied immediately. Finally, if all of this doesn't work, learn how to Twitt, and the rest of the social media, and make these people wish they had not messed with the internet - the great leveler. Good luck.

They're not too bad, although their customer experience isn't the best either. You can tell by their website (or lack thereof).

They do have NOS on some parts, which is good esp. if you're looking for something no one else has anymore.

Just expect slow response and no confirmation - which both are big mistakes. Prices are quite good though.

Prices are quite good though.

The thing is, sometimes they have REALLY good sale items. I'm embarrassed to admit it, but although they have screwed me before, I stupidly bought from them again. You can read my sob story here: :cry:
http://www.bikeforums.net/showthread.php?682736-Missing-part-Icyclesusa.com-Screwjob&p=11517664#post11517664

The point I want to make here is that when Icycles or any other outfit that you just don't want to deal with has a great sale, I (and you) can go to Jenson (and I think there are some others) who have price-matching. Jenson carries most everything i want; and they've never let me down on the price-matching. Treefortbikes supposedly has price matching, but sometimes they will not match a competitor's legitimate price. The whole point of pricematching is to get all the lowest prices and only pay one shipping charge. If some outfit like treefortbikes will not match prices on everything you need, they you have multiple shipping charges.

In any case, on Icycles, please do not take all the complaints with a grain of salt, thinking they are exaggerations. They are not--this guy truly acts as though he hates the customers and wants to cause them as much misery as possible.

Well, here I am a week later, unable to find the spacer that is supposed to be included with the 5603 crankset. Google shopping shows 6 places that carry it--Guess what? All "out-of-stock" or discontinued. Except for one in Europe, which would cost me a fortune for shipping. As far as I can tell, nobody in Hawaii has it. ShimanoUSA is no help. So I have a brandnew Titanium frame and about $1500 worth of components, all the parts except this one crappy little spacer. And i can go no further, unless i fabricate something myself, which I guess I'm going to have to do.

All this hassle because Icycles is incompetent and irresponsible.

I hope you remember this post when you are about to be seduced by one of Icycles' "good deals". Get it through Jenson, for the same price, and save yourself all this hassle.

Okay... so I hate these guys... shopped with them for over half a decade, and then they billed me for items that were never shipped. I spent hours trying to contact them with no response... was not asking for much--just the items I paid for! ultimately I had to dispute the transaction through Mastercard to get my money back.

this is the closest I ever got to their contact info / phone number. Hope this helps some other sap like me.

Icycles USA.com
716 N VENTURA RD # 165
OXNARD, CA 93030-4405
(702) 249-7478
kevin@bikesurplus.com
cs@icyclesusa.com

bought something on ebay through icycleusa.com. wasn't as advertised. like many othere couldn't make contact with them.

OTOH, it was a discontinued item from kinesis, and was in good shape, it just wasn't what they had listed...

so i got just what i deserved...next to nothing for my money.

now when i buy something for next to nothing, i expect next to nothing and am pleasantly surprised when i end up with something??

huey

Before Christmas, I ordered all kinds of riding gear for my Specialized Elite Allez from many different places, but the only item, a Triathalon hat, that never showed up, was from iCyclesusa...

Unfortunately, my wife passed away from cancer and I just lost my home on Jan 3rd... well on Jan 6, I get an email from them telling me my item shipped, but I noticed that for some reason, they had the wrong address... So before the item ever left Southern CA, I wrote him back and asked him to re-route my package to the correct address (which is Standard shipping practices, all you have to do is call USPS, give them the tracking # and providing them the new address, it's that simple, I do it ALL the time in my business) but all I got was, "It's not back yet." Back?? Why would you wait for it to come ALL the way back??

Long story short, turns out, Oxnard, CA is only 400 miles from me and not only has it taken OVER a month, but I sent iCycles and email telling them to just refund me ALL of my money or I'm going to file complaints. They sent me an email today now telling me, "That's what you get for having an undeliverable address," and "I suggest you look a little closer to home for the true source of your problems. Threatening people over a hat is a bit juvenile to say the least. Lead times are quoted on our site. Item was shipped exactly as you selected. Have a great weekend in your custom house with an undeliverable address."

You call THAT any form of customer service??? I still have all of their emails too...

Completely floored by the crude arrogance and HORRIBLE customer care, I filed an official complaint with PayPal... (Still Pending)

STAY AWAY from them, because ANY chance they get to deny you, they will do it and not lose ANY sleep over it...

I called the number for a Kevin W, on what seems to be a cellphone or an answering machine that never gets answered...

Clearly, iCycles deliberately refused to help me re-route so that he could charge me more money for shipping once it got back to them 5 weeks later??

SOMETHING IS VERY WRONG WITH iCYCLESUSA