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Old 03-28-14, 01:28 AM   #1
amazinmets73
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Nashbar sent wrong item, how did I handle it.

Earlier this week I ordered a wheelset, a cassette, and a saddle off Nashbar. Shipment came in today, but instead of the wheelset they sent me a bike rack! I called Nashbar and they said to return the bike rack and they'd send me the wheelset. I stated I wanted the wheelset shipped immediately, as I don't see why I should be kept waiting due to their error. They said they'd send the wheelset, but I'd have to pay for it again and when they received the bike rack back they would reimburse me. They would pay for all shipping.

One big issue is this bike rack is extremely heavy and I don't drive, getting it to the post office will be a hassle, I'll mostly likely have to call a cab.


Not not to mention that I was drooling over getting my those wheels, as they would finally complete my frame build. Now I have to wait until next week.

What would you do in this situation?
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Old 03-28-14, 01:34 AM   #2
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Originally Posted by amazinmets73 View Post
Earlier this week I ordered a wheelset, a cassette, and a saddle off Nashbar. Shipment came in today, but instead of the wheelset they sent me a bike rack! I called Nashbar and they said to return the bike rack and they'd send me the wheelset. I stated I wanted the wheelset shipped immediately, as I don't see why I should be kept waiting due to their error. They said they'd send the wheelset, but I'd have to pay for it again and when they received the bike rack back they would reimburse me. They would pay for all shipping.

One big issue is this bike rack is extremely heavy and I don't drive, getting it to the post office will be a hassle, I'll mostly likely have to call a cab.


Not not to mention that I was drooling over getting my those wheels, as they would finally complete my frame build. Now I have to wait until next week.

What would you do in this situation?
Nashbar thrives on bad publicity. I'd help them out as much as possible.
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Old 03-28-14, 01:36 AM   #3
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I don't like dealing with nashbar because returns are a hassle, as you have just discovered.

Call or email and have them arrange a shipper to pick up the item. UPS will pick up returns. Whether nashbar will cooperate is another matter.

Don't pay for a cab. Either nashbar agrees to have a delivery company come by to pick the item up for return or call your credit card company or bank if they completely refuse.

It's their error so you should not have to pay anything to return the item.

Nashbar - NBReturns

As far as the wheels, they are not obligated to ship them to you without you paying for them first. It would be nice if they did, but they probably won't.

---

I don't know how long nashbar will be around. Both nashbar and performance are no longer competitive on price compared to amazon. (Is anyone competitive in price vs. amazon?). And their customer service is cumbersome compared to amazon. Amazon's going to be the only online retail presence at some point in the near future.
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Old 03-28-14, 01:55 AM   #4
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Well, I did pay for them. They just shipped me the wrong item
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Old 03-28-14, 03:37 AM   #5
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Well, I did pay for them. They just shipped me the wrong item
Ding! Ya, you didn't pay for the bike rack, you paid for the wheels, which you do not have, so there shouldn't be any problem canceling that transaction with the CC company if NB doesn't cooperate.
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Old 03-28-14, 07:33 AM   #6
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Call Nashbar, get a return authorization number and request a call tag from their shipper of choice. Explain politely your situation of being car free and unable to get the bulky incorrectly shipped item to a post office, etc.

Explain that you have other options purchasiing options for the wheelset and will cancel the payment on your credit card if they do not arrange to have it picked up and the wheels shipped to you post haste.
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Old 03-28-14, 08:33 AM   #7
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Call Nashbar, get a return authorization number and request a call tag from their shipper of choice. Explain politely your situation of being car free and unable to get the bulky incorrectly shipped item to a post office, etc.

Explain that you have other options purchasiing options for the wheelset and will cancel the payment on your credit card if they do not arrange to have it picked up and the wheels shipped to you post haste.
This.
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Old 03-28-14, 03:45 PM   #8
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Hey I just ordered a bike rack and I got this lousy wheelset!!!

Just kidding.

This is extremely poor customer service. They really should have let you keep the rack then send out the wheelset immediately. Yes an expensive transaction on their part but as a company I would rather take the lose of a bike rack then possibly lose customers. I for one will be questioning if I want to do business with them again.

Much better press would be for you to either tell us they let you keep the rack or at the very least sent out the wheelset immediately and arranged to have the rack picked up and gave you a nice gift certificate for your trouble.

I would go to my credit card company if they do not cooperate. You should not have to go out of your way to ship this thing back. It was their mistake.

And ask to speak to a supervisor at Nashbar. Don't waste your time with the shulb that answers the phone. A supervisor will have more leeway in what they can do.

Last edited by spinnaker; 03-28-14 at 03:48 PM.
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Old 03-29-14, 09:21 AM   #9
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Doesn't the USPS pick stuff up at your door? Will Nashbar let you use the post office? Box the rack back up in the box you received it in and ship it that way.
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Old 03-29-14, 11:24 AM   #10
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If it was sent by USPS there is no obligation on your part to pay for or send back unordered merchandise.

39 U.S. Code 3009

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Old 03-29-14, 11:55 AM   #11
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You are not going to ship a bike rack USPS. It would cost a small fortune. It is going to go UPS or Fedex ground.
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Old 03-29-14, 12:48 PM   #12
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You are not going to ship a bike rack USPS. It would cost a small fortune. It is going to go UPS or Fedex ground.
The FTC seems to also have a law regarding unordered merchandise
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Old 03-31-14, 12:39 PM   #13
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Update: on Friday Nashbar said they'd have UPS pick the bike rack up, and they'd ship the wheels free of charge. UPS was scheduled to arrive Saturday at noon. They never came, or if they did they never left notice that I missed them. Today Nashbar sent me an e-mail saying the wheels are on hold and pending the bank authorizing the charge to the account (WTF?)


So, I have no wheels, and have been given the run around by Nashbar. They've done especially nothing to rectify their error

Obviously I'm very frustrated. Going to call Nashbar today and demand to speak to a supervisor

Last edited by amazinmets73; 03-31-14 at 12:45 PM.
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Old 03-31-14, 12:41 PM   #14
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The FTC seems to also have a law regarding unordered merchandise
Good to know. I'm assuming I still have the right to receive what I did pay for if I keep the unordered merchandise?
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Old 03-31-14, 01:00 PM   #15
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You are not going to ship a bike rack USPS. It would cost a small fortune. It is going to go UPS or Fedex ground.
Was indeed UPS
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Old 04-01-14, 03:02 PM   #16
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UPS came and picked up the bike rack today. Nashbar claims they sent out the wheelset today and that it will be here Thursday. What a hassle.

Think it's worth it to speak to a supervisor and see if I can get a credit of some kind for the inconvenience?
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Old 04-01-14, 03:56 PM   #17
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No. I'd just chalk it up to experience and take your business elsewhere.

I've had excellent experiences with Universal Cycles and Tree Fort bikes.

Universal Cycles - The Largest Selection of Road and Mountain Bike Parts

Tree Fort Bikes - Online Bicycle Parts and Accessories, Bicycle Tools and Maintenance
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