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.
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.
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...