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Old 12-09-05, 07:06 PM   #1
kenk
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NASHBAR - trying to rip me off ??

All,

I'd appreciate your opinion on the situation described below. I believe that Nashbar is in the wrong...

- I purchase a pair of road shoes
- I get delivery, they do not fit
- I call them to ask about a larger size -- out of stock, they don't have it
- I look through the catalog that they enclosed with the delivery and select another model in my size
- When returning the original pair of shoes, I enclose an order for the other shoe model and two other items in the catalog
- Over a week or so later I get a "have shipped" e-mail, that contains NO price related info on it (!) -- I don't know how much they intend to charge me
- So, I send an e-mail asking what they plan to charge me; in the meantime, I check their website for the prices of the 3 items I ordered
- I get an e-mail back stating the total charge to me (with no breakdown for each of the 3 items; no mention of the credit that I should have gotten for my returned pair of shoes) -- it is Much Higher than what the charge should be based on (i) the aggregate cost of the 3 items, according to the prices on their website, less (ii) the credit for my returned shoes
- I send them an e-mail asking for an adjustment to reflect the clearly stated/advertised prices and my credit for the return
- I get an e-mail back that says only that the credit has been applied, but HAS BEEN APPLIED TO THE MUCH HIGHER PRICES THAT WERE CONTAINED IN THE CATALOG THEY SENT TO ME
- I just sent back an e-mail referring to their 15-day price protection plan... but got a gone-for-the- weekend auto-response
- Seems that I have to see what they come back with next week...

I think it's clear that NASHBAR should honor their current pricing and their stated policy. I'm not sure if it's a case of their trying to rip me or of the misinformed customer service rep...

What are your perspectives, folks ?

Thanks a lot,

kenk
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Old 12-09-05, 07:23 PM   #2
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-You might wanna try talking to them on the phone.

-I've had nothing but good service from Nashbar. I've called them several times when the price dropped on items after recieving them and gotten the difference refunded. Two or three times I've gotten coupons "retroactively" applied.
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Old 12-09-05, 07:24 PM   #3
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Give them time to sort things out......they'll do good.
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Old 12-09-05, 07:31 PM   #4
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They have an 1-800 number. Use it.

I have had nothing but good experiences with NB.
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Old 12-09-05, 08:57 PM   #5
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I would certainly call and carefully explain things to the representative. They will surely do The Right Thing. Otherwise, ask them to take it all back and credit you for the shipping sharges as well.
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Old 12-09-05, 11:50 PM   #6
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Corporate Bastards!
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Old 12-10-05, 01:09 AM   #7
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It ain't no big thing. I had a problem with crarges and refunds. Got a person on the phone during the day and it was all fixed quite easily. The second item I got was actually on sale even more. I got more back.
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Old 12-10-05, 03:45 AM   #8
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Call them on the phone. Nashbar's web site is clunky, but their phone people are better. Their customer service is only open 9-6 ET (which can be a pain), but they will work with you to make things right. Here's a recent post I did about Nashbar:


Quote:
I should have had [my saddle] today, but I'm still waiting for it. Without telling me Nashbar decided to ignore my two-day shipping order and sent it parcel post instead because my order included Halt!. It will arrive at my office when I'm on vacation.

Fortunately, Nashbar has made it right. They're overnighting the order minus the Halt! at their expense They're also mailing me a postage-paid label to return the original order at their expense. (In hindsight, I should have asked for a gift certificate in the amount they're spending on extra shipping.)

Everyone makes mistakes, but Nashbar has dealt with this fairly and honestly.

Lesson one: Always do orders over the phone [especially if there is anything odd about your order].
Lesson two: Nashbar is honest, but their web site is bad on tracking, so if you want something fast, follow up by phone.
When you call them, be polite and tell them exactly what you want them to do to make it right. Be flexible. They will work with you.

Bottom line: They are NOT trying to rip you off.

Edit: When Nashbar does fix the problem, come back and report it. Then PM a mod and ask them to change the title of the thread to "Good Nashbar Customer Service."

Last edited by Daily Commute; 12-10-05 at 04:17 AM.
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Old 12-10-05, 07:28 AM   #9
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Thanks all for your suggestions.

I'll definitely try giving them a call next week!

kk
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Old 12-13-05, 08:44 PM   #10
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Good news!
Today NASHBAR refunded the diff. between what they charged me and the current prices on their website.

Though I would have preferred not have had to haggle in the first place, I appreciate the fact that they set things straight in the end.

Thanks for all the prior suggestions/posts.
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Old 12-13-05, 09:04 PM   #11
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No surprise there - given an option MOST businesses do the right thing.
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