BikePartsUSA Bad Experiences?
Below is a letter I sent to BikePartsUSA.com regarding a recent order. Has anyone else had a problem with them or is this a one time occurance?
Today I received my first order from Bike PartsUSA. Included in this order(#110137) was item #01-82963 Weinmann, 27x1-1/4, 219, Front, Bolt On, Silver, Alloy, Wheel which is listed on your site at $23.38 per pair. Therefore I expected to receive two wheels instead of just the one that arrived. I called BikePartsUSA and talked to Mark, whom informed me the "per pair" was a misprint, so there would be no second wheel coming. He did offer a 10% discount if I decided to purchase an additional wheel. I declined. I then asked him to send me a return packet so I could return the three wheels I did recieve as they were no longer as an attractive a deal. He said he would do so.
My question to BikePartsUSA is, is it really worth what it cost you for this particular wheel to lose a customer? A customer who is very active in the local bike community as well as the online forum community? If I was asking for something because I misread your online catalog it would be another story. However I was only asking for what your site advertised. If I walked into a local store and they had a wheel mismarked, they would be obligated to sell me the wheel at that marked price.
As a successful businessman I bend over backwards to ensure that every first time customer becomes a lifelong customer. Whether online or locally, when I sell someone a bicycle they can bet they will get everything advertised and more. As evidenced by their repeat business this is a model that works very well for me.
It was very disappointing to get such a nonchalant response from BikePartsUSA to a problem that was clearly your mistake.
Disappointed in Rochester,
I've never bought from 'em, but that's annoying. On the one hand, at least they'll let you return everything at their cost, but on the other, you're taking time out of your life to deal with it.
My LBS had a typo in their sales flyer, I asked, they apologized, about 15 seconds... no biggie.
Out of curiosity, how much more than $23.38 per wheel will you now be spending?
I've had good experiences with BikepartsUSA. I might have even bought the rear equivalent to the wheel you bought after having a hard time finding anything remotely comparable in price.
$23.38 is a good deal for the wheel. I'll probably end up paying more somewhere else, but hopefully it will be someplace that appreciates my business. The three wheels I am returning will be in a bike frame box which will cost about the price of the wheel to ship back to Fla. You'd think it would be in BikePartsUSA's best interest to spend the <$23 to keep a customer rather than >$23 to lose one. There is some principal involved here. I did not ask for anything their web site did not promise. It baffles me as to why they chose to respond this way.
Originally Posted by PdxMark
I was really hoping this would work out. I constantly get good old bikes that just need a decent replacement for their tired old steel wheels. I guess the search goes on...