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Old 04-15-10, 10:51 PM   #1
Metz1182
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Tough Time w/Bikes Direct... experiences?

Hey all! I'm somewhat of a newbie to cycling... at least in that I'm buying my first real bike, and planning to log a lot of mileage. When I was younger (about 10 years ago) I had a mountain bike and I used to ride 30+ miles a day with friends since it was the only way we could get around and we liked to explore. Well, now I'm ready to get into road cycling and I've got myself all of the necessities... except one. A bike. And that leads me to my problem...

A week and a half ago I ordered a bike from bikes direct. Some seem to believe that the quality of the bike is not up to par with others. Well, I don't believe I'm going to notice much of a difference from one frame to the next due to my inexperience. I did want good components, however, since I always thought they were the most vital aspect of the bike.... and the most apt to frustrate me when they weren't working to my standards. Needless to say, as of today (9 days later), I still don't even think my bike has shipped. UPS still lists the status as "billing information received." So I sent an email yesterday to check on the status, got a reply today saying I'd get a message by the end of the day telling me what the status was. Once again... no response.

Last week the engine blew on my car, and I was looking forward to having transportation in the form of a bike to get me to school and back, do some shopping, etc. Now I'm just afraid that I've paid for something I won't see for another 2 weeks (if at all) and I will continue to be stranded at my apartment.

Has anyone had any experiences like mine with BD? If so, how long did it take to get it resolved, if at all? Am I just really unlucky?

I'm starting to get really discouraged here, and all I want to do is get on a bike and ride somewhere... like I've been wanting to do for the past month or so. Someone help me out here!
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Old 04-15-10, 10:57 PM   #2
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I had a good experience with them. I got my bike in like four days and he even looked through the warehouse to look for bikes that would fit me (I'm 6'7"). Maybe send him a message on here?
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Old 04-15-10, 11:03 PM   #3
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Probably a good idea. I don't want to impose on anyone, so I figure I'll give it tomorrow... I'm just getting frustrated.
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Old 04-16-10, 06:38 AM   #4
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Initial experience with BD was OK; got the bike about as fast as expected, built it, tested it, seemed good. (BTW, OP -- components AREN'T the most important part of the ride -- the frame is; good parts can't rescue a poor frame)

Just hope you don't have to deal with the website or a manufacturer for defects/issues; I'd be more than a little surprised if you have ANY success. I know a few people who've been hosed in those dealings.
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Old 04-16-10, 07:12 AM   #5
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DX- Thanks for the input... and I'm really hoping I don't end up completely hosed here. Believe me, they'll be hearing from me plenty until this is resolved. I do understand how important the frame is... I guess what I was trying to convey is that I can deal with a low end frame. I know that having low end components will drive me up a wall, though. When I used to ride often through high school I never noticed how cheap my frame was... but the cheap groupo gave me fits.
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Old 04-16-10, 07:16 AM   #6
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.......good parts can't rescue a poor frame)
+1
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Old 04-16-10, 11:01 AM   #7
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Send BD and email saying you are going to have your credit card company cancel the transaction on Monday if you don't get a status update on your bike.
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Old 04-16-10, 10:59 PM   #8
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Well, I've been getting status updates... but it now appears that they "don't know why it hasn't shipped, and it appears to be out of stock now". Not a great experience in my first time dealing with the company. I'm more upset because I really wanted to like the company, and I know I'll be hard pressed to find a bike of this caliber within my budget elsewhere. There are about 60 miles of road I was hoping to conquer tomorrow. Unfortunately that just won't be happening.
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Old 04-17-10, 07:46 PM   #9
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That sounds like the one and only time I had a problem with JensonUSA.

Ordered a pair of shoes from them last year, they hit my card right away, as expected, received the usual confirmation e-mails...up until it was time to e-mail confirmation of the order processing. That, or the shipping either, never happened.

I gave them two weeks, then told them to cancel the order. Got the charge taken off in like 3 days, and an e-mail from one of their shipping guys saying, "OK, but we don't understand what the problem is." Well, dude, let me enlighten you!

1. No processing of my order after TWO WEEKS;
2. product NOT out of stock;
3. warehouse/shipping department NOT closed for any holiday. And yet, my order never processed...hmmmm, what do you think the problem might be?

They have since redeemed themselves in my eyes with a swiftly-worked order for cleats....
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Old 04-17-10, 11:05 PM   #10
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Emailed them confirming a size question. They told me to a get specific size. The bike arrived looking as small as children's bike. Some of there bikes run obscenely small. When I emailed them back they said the bike would have to be 100% unused (which is ridiculous because I had to test ride it to see if it was indeed too small for me) and that either way I would have to pay a massive shipping cost. Luckily I sold the bike on craigslist very quickly. I lost about as much as the shipping back would have cost, but I quickly ended my dealings with BikesIndirect. The only bike remotely worth considering from them Is the Mercier Kilo TT because of its lovely frame. Even then its a bit skethcy because your not able to try it first which is the most important thing when buying a bike, IMO I would rather get a bike from a local shop over BD "BrandX" (not trying to be a jerk here)any day. You can much better quality/reliability for only a few hundred more or even less buying something used. The only good thing about BD I can say is that all the parts on the bike felt high quality, and it looked amazing. My advice to you OP is to get a sub $200 bike off craigslist to use while your issues are sorted. You can then keep that as secondary bike or sell it when your new one arrives. Hopefully you will get lucky and your bike will work out nicely.

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Old 04-17-10, 11:15 PM   #11
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Yeah, on my college student budget I would have loved to get myself something I could ride and take a look at first. Unfortunately, the local shops are either extremely high end, or extremely low end. For example, the local shop sells GT as their high end brand... and for 1000 you get an alu frame with a carbon fork, tiagra drivetrain with sora shifting. For 700 I got the same features, but with a full 105 drivetrain and shifting, same wheels, etc. I just couldn't justify spending 300 more (almost 400 with tax) for a bike that isn't quite as fully featured. Call me cheap if you want, but its what I could afford while I'm finishing school. I guess to get the better deal you need to endure some crap.
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Old 04-18-10, 12:38 AM   #12
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That sounds like the one and only time I had a problem with JensonUSA.

Ordered a pair of shoes from them last year, they hit my card right away, as expected, received the usual confirmation e-mails...up until it was time to e-mail confirmation of the order processing. That, or the shipping either, never happened.

I gave them two weeks, then told them to cancel the order. Got the charge taken off in like 3 days, and an e-mail from one of their shipping guys saying, "OK, but we don't understand what the problem is." Well, dude, let me enlighten you!

1. No processing of my order after TWO WEEKS;
2. product NOT out of stock;
3. warehouse/shipping department NOT closed for any holiday. And yet, my order never processed...hmmmm, what do you think the problem might be?

They have since redeemed themselves in my eyes with a swiftly-worked order for cleats....
I had a similar experience with Velo Orange and on top of that they were extremely rude about it. Its a shame cause i really wanted/needed there stuff but wouldnt now deal with them if they were all that was left.
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Old 04-21-10, 12:26 PM   #13
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Hey all, just wanted to issue an update. Customer service on the BD end would up being incredible. Long and short of it- Their rep Karla stayed in constant contact with me after the weekend, got everything resolved, and my new bike will arrive tomorrow according to UPS. After I get it I'll do a rundown on the whole thing, and when its together I'll be sure to post pictures and reviews.
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Old 04-22-10, 05:01 PM   #14
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I've heard that BD is mostly good with a few horrible experiences here and there. I prefer to buy bikes either at my favorite LBS (which is quite a drive, as my closest one is more BS than bike shop). or i buy used, like craigslist, garage sales, goodwill, etc..
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Old 04-23-10, 02:00 PM   #15
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I've had success with BD 2 out of 2 times.

I'll take a wild guess that NO internet retailer is perfect.

No doubt that delays suck. We are all anxious when it comes to getting new toys, especially complete bikes!

If anything, BD should get some slack. Afterall, you are paying LESS than anywhere else. Somethings gotta give!

If everything goes buttery smooth, bonus!

Risk-return....
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Old 04-24-10, 07:40 PM   #16
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Hey, I got the bike, just as promised, they went out of their way, and I am MORE than happy with the service I got. The customer service rep that handled the case was incredible, and I'm in the process of writing her a thank you, and also a letter to her boss. I did swap out the pedals though. Mostly due to the fact that the most comfortable shoes I've ever worn were the Sidis that I tried on, and they don't take SPD. Had to get the shoes, so I upgraded to a set of Look Keo classics. Solid. Rode 12 miles home from the LBS (Piermont Bicycle Connection in Piermont, NY- HIGHLY recommended), and made some saddle adjustments after. Took it out and did 32 miles today on two ascents in the last 2 miles of 14 and 16 degrees. Before yesterday I hadn't been on a bike in 10 years and I'm in less than great shape. Needless to say... I'm pumped.
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Old 04-24-10, 11:29 PM   #17
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Hey, I got the bike, just as promised, they went out of their way, and I am MORE than happy with the service I got. The customer service rep that handled the case was incredible, and I'm in the process of writing her a thank you, and also a letter to her boss. I did swap out the pedals though. Mostly due to the fact that the most comfortable shoes I've ever worn were the Sidis that I tried on, and they don't take SPD. Had to get the shoes, so I upgraded to a set of Look Keo classics. Solid. Rode 12 miles home from the LBS (Piermont Bicycle Connection in Piermont, NY- HIGHLY recommended), and made some saddle adjustments after. Took it out and did 32 miles today on two ascents in the last 2 miles of 14 and 16 degrees. Before yesterday I hadn't been on a bike in 10 years and I'm in less than great shape. Needless to say... I'm pumped.
I thought that all sidi mtb shoes were spd compatible, I have the dominator and dragon models and both of these are spd compatible.
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Old 04-26-10, 08:25 PM   #18
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I might have missed it...which bike did you order?
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Old 05-01-10, 11:19 AM   #19
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Yeah, I wanted to go with a road shoe, because I found the larger cleat pattern to be much more comfortable and without the hotspots on the balls of my feet. I ended up getting the Windsor Fens. Full 105 drivetrain. I'll have pics up soon. Got it on the road about a week ago, and I've got 250 mi. on it already. So far the saddle is my only complaint... but I think that's more me needing to break in my body for long rides... not the bike or the saddle.
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Old 05-01-10, 01:55 PM   #20
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I might have missed it...which bike did you order?
if you missed it, so did I... so which bike did you order?
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Old 05-08-10, 09:38 AM   #21
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Haha, sorry for the delay guys... been spending most of my time on the bike and doing my last 2 weeks of school work. I got the Windsor Fens. I had it put together at a top 100 bike shop and the 3 shop techs looked it over and said that the only thing they'd really look to replace would be the brakes, and other than that they thought it was a fantastic deal.
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Old 05-10-10, 08:09 PM   #22
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When I purchased mine a couple years ago, it arrived in about 4 days. Built it, no problem except one STI shifter was damaged. Called them, had a new one in my hands 2 days later. Only other thing I needed to replace was the cranks, but that was my fault, cross threaded a pedal, last time I try to do that while talking to my kids.
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Old 05-11-10, 10:50 AM   #23
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best to do business with your friendly lbs imo. keeps them in business and in the long run that is better for everyone
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Old 05-12-10, 10:34 AM   #24
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I do a lot of business with the LBS... I just didn't purchase my bike there. I bought my shoes, pedals, all accessories, etc there. The bottom line is that bikes are expensive. And those of us without much disposable income need to do whatever we have to in order to get on a bike.
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Old 05-12-10, 11:17 AM   #25
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best to do business with your friendly lbs imo. keeps them in business and in the long run that is better for everyone
If LBS's are so hot on staying in business, then I wish they'd offer some entry-level road bikes with 3-digit pricetags.

I swear there was a time not all that long ago when you could buy a road bike for $500, now anything with drop bars and brifters starts at ~$1k. This has created at least one of the niches where BD should thrive.

I realize that it's the manufacturers, not the LBS's that are really driving this, but in my experience it seems that the LBS's are partly to blame for the upward pressure on prices.
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