Manufacturer, Retailer, Survey and Consumer Feedback - Why I will never again be a customer of Bike Nashbar & Performance Bicycles

A few months ago I discovered a couple of charges on my Discover Card bill that I had not made. After lots of hassle, the charges were finally removed from my account. Some weeks later, I received a letter from Bike Nashbar to the effect that their site was hacked and many accounts were compromised including access to customers' credit card numbers. That explained the bogus charges. I would have thought that after causing me all kinds of problems due to their dereliction, at least they would have offered me some kind of discount or whatever on a future purchase. No way. I wrote customer service bascially pointing out the above. Some weeks later, I received an email stating that they were looking into it. Of course there was nothing to look into, and I never again received another communication from them. I wrote them telling them to cancel my account and remove me from their mailing list. I wrote their sister company, Performance Bicycle and they didn't even bother to answer. To be slightly positive, I have had a couple of customer service issues with Performance over the years and they were quick to respond. Unfortunately, a company is only as good as one's latest experience with them. Bottom line is that I will never again order a single thing regardless of the discount, free shipping or whatever the promotion is. The only way I can vote is with my dollar in that they seemingly couldn't care less.

Discover Card has a feature called "Discover Secure Card" that will issue a special account number tied to your regular account number, where the first time you use that special account number, that will be the only vendor it's good for. I've been using this for a few months for every purchase I make over the web. More details can be found at the Discover Card web site. I keep a separate notebook file that I can open from my desktop to keep track of what numbers are for which vendor, but most vendor sites "remember" an account number.

I had fraudulent charges made to a Visa card after a purchase from Nashbar earlier this year. When I complained to Nashbar, their response was to send them my Visa card number by open email and they'd look into it. That's when I knew Nashbar staff was clueless about security. I won't buy anything else from Nashbar unless they are the vendor of last resort, which is unlikely.

. I would have thought that after causing me all kinds of problems due to their dereliction, at least they would have offered me some kind of discount or whatever on a future purchase.

A lot of people go that letter. Every one that I am aware of also contained a 30% discount "coupon code". Seems odd that yours didn't.

Thanks for sharing that information - quite interesting. I feel so strongly about the way I was treated at Nashbar that they could be the only vendor in the world that had something that I desperately wanted and/or needed and I would still not give them a dime of my business.

This is an issue that has been known for a long time, so it is not new info.

Moving to the feedback forum.

Interesting about the 30% discount code. If it was there, I didn't see it, but the fact remains that all they had to do was point out that I had missed it or at least attempt to deal with my problem. They did not, so it was a good test of who they are and more importantly what they are not - a competent business with an attentive and responsive customer service division.

Yes, it is an old issue, but the point is I wanted to give either company, Nashbar or Performance plenty of time to respond - they didn't. What is new is exactly what I posted at the beginning. My intention not to do business with either company.

A lot of people go that letter. Every one that I am aware of also contained a 30% discount "coupon code". Seems odd that yours didn't.
Agreed, I also got the letter and coupon code from Nashbar even though there had been no fraudulent charges to my card. I was glad to use the 30% discount and didn't have any qualms about ordering from them - I expect that they are currently one of the more careful companies concerning credit card security (just like the person whose house has been burglarized recently is likely to now have some of the best locks and alarms).

I'm also surprised that informing Discover about the false charges would have involved "a lot of hassle" to get them removed. When I've had such issues in the past with credit cards it has only taken a single short phone call to have the charges removed and then I get a followup letter confirming what action was taken. Debit cards involve more risk of complications and I avoid using them for routine purchases.

Unfortunately, I didn't define my definition of lots of hassle. My definitioin is that I suddenly discover two charges that I did not make. Now I have to make telephone calls, give explanations, wait for resolutions, and wonder what else might be about to appear, IOW - LOTS OF EFFING HASSLE! None of which would have happened had Nashbar not compromised my cc information. All the derelicts would have had to do is deal with my email - neither company responded. I responded by cancelling both accounts. As an aside, I ride 27 hours a week, keep 4 bikes going, coach, and discuss these things with lots of people. They do themselves no good pissing off customers. I was a good customer to both suppliers making frequent orders. Oh well, I just needed to vent and I did. I'm done.