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Old 09-30-05, 06:10 PM   #1
astr033
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Wrong item shipped from online bike shop

I was expecting a trainer mat to arrive today and instead I find an Ultegra/Mavic Open Pro wheel inside the package. I'm a bit ticked off because I really wanted to get going on my trainer this weekend and I really don't need a new wheel. What's my obligation in this situation? I'm always for "doing the right thing" but damn this is a hassle having to return it and then wait until they get my order right. If it's allowed then I'm tempted to sell the wheel, buy my mat, and pocket the change. Whatever I need to do, I'm going to do it tomorrow because I'm heading out soon.
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Old 09-30-05, 06:28 PM   #2
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If you think a bike shop guy's shipping error justifies ripping off the shop, sell. Especially if you've never made a mistake at work. It'd probably be better to call the shop, get your mat and ask them to issue a pick up order for the wheel. Let them know it's a hassle and ask them to pay the shipping on the mat. It's the least they can do and probably comensurate with the hassle. Besides, it looks like the weather's great there. Go for a ride. Good luck.
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Old 09-30-05, 07:29 PM   #3
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Just think of how annoyed the guy is who ordered a wheel and received a mat?

Let them issue a UPS call tag or something and pick up the wheel. It's good karma.
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Old 09-30-05, 07:36 PM   #4
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- couldn't be worse than my recent Performance transaction: got a confirm email that i was going to receive three pairs of socks and bib when i had ordered some higher end components! (order ended up fine; foobar was in email confirmation - stupid Web/email/database programmers!)

- i wouldn't worry; you should not have to pay for return shipping...

- do the right thing...
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Old 09-30-05, 08:15 PM   #5
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keep the wheel!
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Old 09-30-05, 10:15 PM   #6
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Quote:
Originally Posted by JBar
If you think a bike shop guy's shipping error justifies ripping off the shop, sell. Especially if you've never made a mistake at work. It'd probably be better to call the shop, get your mat and ask them to issue a pick up order for the wheel. Let them know it's a hassle and ask them to pay the shipping on the mat. It's the least they can do and probably comensurate with the hassle. Besides, it looks like the weather's great there. Go for a ride. Good luck.
You're right. I never made a mistake a work. Following your suggestion I will rip the shop off. Good thinking.
Hey, you're giving it to me, so I'm giving it right back.

Of course I'm going to do the right thing in the end. I always do. And as someone else pointed out, there's probably someone out there expecting that wheel that got a mat instead.
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Old 09-30-05, 11:34 PM   #7
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Pay for the shipping on the mat? Duh. Since it was already paid for in the original order, ya think?

It's not unreasonable to ask them to upgrade the shipping to overnight, since it was their mistake.
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Old 10-01-05, 12:33 AM   #8
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Id still keep it...THose corporations wont even feel it
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Old 10-01-05, 09:45 AM   #9
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Id still keep it...THose corporations wont even feel it
Hopefully i'll never find myself doing business with you.
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Old 10-01-05, 09:49 AM   #10
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Hopefully i'll never find myself doing business with you.

He's probably a New Orleans looter....LOL
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Old 10-01-05, 10:11 AM   #11
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How do you know the trainer isn't still coming? Maybe it is Christmas...
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Old 10-01-05, 11:51 AM   #12
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Order another mat, maybe you'll get another matching wheel.
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Old 10-01-05, 04:57 PM   #13
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Send it back, get your mat.


Do the right thing.
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Old 10-01-05, 09:45 PM   #14
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Quote:
Originally Posted by CummingsSM
Pay for the shipping on the mat? Duh. Since it was already paid for in the original order, ya think?

It's not unreasonable to ask them to upgrade the shipping to overnight, since it was their mistake.
I don't understand the first part of your post. Who are you replying to? For some reason I just can't understand what you're talking about.

As for the second part, I agree with you. My mat was supposed to have come on Friday. Now it won't be here until Tuesday at the earliest because customer service isn't around until Monday morning. A hassle to say the least especially since I had to pay an extra "overweight" shipping fee for the mat. (How heavy can this thing be?? Actually it's probably an "oversize" issue). So it's the extra time and the extra money issues that are bugging me.

You know, it would be great if they had sent me a rear wheel so that I could put my cheap trainer tire on that one and just switch the wheels, but as luck would have it they sent me a front wheel.
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Old 10-05-05, 10:53 AM   #15
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**************
UPDATE
**************

Just curious how other people would react.... Here's the timeline of events.

* Wednesday Sept 28 around noontime: I place an order for several items including a trainer mat for $29.99 (minus 20% savings) from Performance. It's my first time ordering from them but I feel confident as I've heard good things about them and have had much success ordering from Nashbar. I choose 2ND DAY shipping and there is an odd "overweight item" charge applied to the trainer mat. Fine, whatever. As promised by their website, my order ships the same day because my order was placed before 4:00pm. There are two seperate shipments, one for the mat and one for the rest of the items.

* Friday Sept 30 afternoon: My order arrives. When I get home at night, I open the first box and find all of the items that are supposed to be in there. I'm very happy. I open the second box and find a front wheel instead of my trainer mat. Huh? Oh geez, they messed up the order. I think of the hassle of finding a FedEx store to mail the wheel back and wait for my mat. Slightly ticked off because of the hassle.

* Saturday Oct 1 morning: I email Performance to let them know of the screwup and I request that they send me prepaid postage for sending the wheel back.

* Monday Oct 3 morning: I receive a response that starts "Ms. MyLastName". Umm, I'm a guy. My name is James and it's right there on my email. Why are you calling me Miss? I become slightly more ticked off. The email goes on to say that they are sorry for the mixup and they will ship my mat and the prepaid postage. Good. That sounds like good customer service to me, well except for the Miss part (but I can get over that).

* Tuesday Oct 4 evening: I'm beginning to wonder if I should have received a confirmation number and tracking number. Just then an email comes in saying that my order has shipped. One day after they supposedly fixed my order. Why did they not send it out on Monday? I become more ticked off. Then I see that they are shipping my item by "APX VIA USPS". What is this, I wonder? Maybe some Postal Service version of FedEx?

* Wednesday Oct 5 noontime: I'm feeling suspicious about the whole "APX VIA USPS" thing so I call up Performance and ask what APX is and how long my order will take to get to me. To their credit, I didn't have to hold on the phone forever. They picked up right away. I like that. The lady on the phone tells me that it's 7-10 business day shipping. WHOA, hold on there! I had originally paid for 2DAY shipping and now because they screwed up I have to wait an additional 7-10 days after the few days that it took to sort things out? That didn't sound right at all, so I politely and calmly asked if that was standard policy. She said no and that someone must have screwed up. She said that there was nothing that she could do about it because the item already shipped and she offered an apology. So what it came down to was that I have to wait an extra 2 weeks after my order was placed to receive it and they weren't going to do anything to try to retain me as a customer other than offering up a "sorry". None of this was sitting well with me at all but I'm not one to go screaming at customer service people. I told her that I'm being very cool about the whole thing and I asked her if she could at least reimburse me for the shipping. She said that she could give me a credit of $3.00. Three bucks? The shipping was a lot more than that because of the mysterious "overweight" charge that was tacked on. She said that she didn't know anything about an overweight charge and I asked her to check her system once more. She put me on hold for a while, came back, and said that she would give me a $10 credit. At this point I figure that's better than nothing, say "thank you", and hang up.

The whole thing just seemed so ridiculous. Am I overreacting or am I underreacting? Serious responses would be greatly appreciated.
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Old 10-05-05, 10:58 AM   #16
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Look at it this way, a year from now will you really care? Is this something you really need to stress out on? Accept that sometimes **** happens that is out of your control and you'll be happier.
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Old 10-05-05, 11:10 AM   #17
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A screw-up followed by another screw-up? Doesn't say much for their quality control. In fairness, I just ordered about $100 worth of stuff from them and had no problems (and the 20% off plus $0.99 shipping was nice). Still, I'd have expected them to refund the shipping costs on the entire order for their screw-ups.
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Old 10-05-05, 12:30 PM   #18
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Did you keep the wheel?
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Old 10-05-05, 12:57 PM   #19
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A screw-up followed by another screw-up? Doesn't say much for their quality control. In fairness, I just ordered about $100 worth of stuff from them and had no problems (and the 20% off plus $0.99 shipping was nice). Still, I'd have expected them to refund the shipping costs on the entire order for their screw-ups.
I suspect that most people don't have problems. After all the flawless shipping orders that I've done over the internet I guess it was just my turn to be the recipient of a series of screwups. So yeah, go on and keep ordering from Performance because overall they sound pretty solid and my case is most likely a rare one. I can't say that I will order from them again because as the old saying goes, "screw my order up once, shame on you; screw my order up twice, shame on me."
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Old 10-05-05, 01:00 PM   #20
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Did you keep the wheel?
I still have the wheel because the prepaid return shipping label is supposedly enclosed with the trainer mat that will be arriving in 7-10 business days. Once that label comes then I'm sending back the wheel. If the label doesn't come then...... well, we'll see.
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Old 10-05-05, 01:12 PM   #21
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Don't send the wheel back.

Edit: If you decide to keep the wheel, I'll buy it off you.
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Old 10-05-05, 02:13 PM   #22
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I'll get back to you when my package arrives. If there is no prepaid postage then I'm all done playing nice guy with incompetent people, and I will seriously consider selling you the wheel. However, if there is prepaid postage then my morals will force me to send the wheel back. That, and a fear of legal backlash.
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Old 10-05-05, 02:25 PM   #23
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oh ya.... that sounds just like performance... one screw up after another! if their prices weren't so good.. i'd quit shopping there... but between the price matching... 20% coupons... team performance points (and double points on occasion) .... i'm just a glutton for punishment...

i think i've had to call at least 3 times on each of the last 6 orders i've placed... i can't remember the last time i had a smooth... no call needed order (which reminds me... i need to call them today.. i didn't get an invoice/receipt in my box yesterday... idiots! *sigh*

ya.... performance sux... but their prices are great.......
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Old 10-05-05, 06:54 PM   #24
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If it were me my "incoming goods" department would misplace the return ticket, if performance rang me I would put them on hold for a while then "transfer" them to the right department and put them on hold for a while longer, I'd issue them with a "supplier query number" and tell them that they will get a call back from "somebody", then when they called back I would put them on hold for a while, transfer them and put them on hold for a while longer, ask them for their "query number" put them on hold for a while longer, tell them that I can't find their query number in our system and issue them another one after asking them half a dozen obscure questions (details that have to go into our system) and tell them that "someone will get back to you"...... maybe even ship them a cheap toaster "by mistake" and round and round we go.... I think I could easily squeeze 5 or 6 weeks of cheap entertainment out of them.
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Old 10-05-05, 08:10 PM   #25
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I went back and forth with them for a week, trying to place an order and have it shipped to Australia. Emailed images of my license and credit card, plus made a few overseas calls. Net result? The item was sold out, and they still hadn't been able to confirm my details. Supergo has always treated me better. And their customer service will bend over backwards the more you push them.
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