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Old 11-25-04, 08:55 AM   #1
ChiliDog
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Banned from buying bikes...

Yes, that's what I said...the punk kid manager told me that they would no longer sell bikes to me (or lay them away) because I had cancelled a lay-away in their store (and another store in town) and I had brought a bike back for refund!!! Not only that, but the manner in which he did it was TOTALLY HUMILIATING...ranting and screaming in front of the cashier and a line of customers as I was trying to put a MTB on lay-away for my son for Christmas.

Finally I told him I had heard enough and that I was never going to buy another item from that store and to not say another word to further demean me in front of others in public.

I did return a comfort bike earlier this summer...the fork was messed up badly...and got a refund. Evidently it was put together incorrectly in the factory...that is, minus the bearings in the headset. Totally acceptable, right? Duh. They probably set it back out on the floor for sale, unrepaired I'm sure, even though I pointed out to the teenage cashier the inherent dangers in riding this bike.

I also cancelled a lay-away there within the last year or so for myself...found another bike. Cancelled one at another store after my son decided he did not want that particular bike and would look around. Think this was last winter time frame.

Normally I only patronize local bike shops, but these purchases were of decent bikes (Diamondbacks) and were at sale prices that were very good bargains. Since there are so few small sizes, I laid them away to ensure that I would get the right size. Seems reasonable to me. I didn't just NOT pay the ticket, I actually went in and cancelled so that other customers could see the bikes.

What I experienced is that Dick's treats it's customers like crap, evidently. And evidently they are somehow monitoring your purchases, returns, lay-aways, etc. I tried to contact the corporate office through their website to complain about this manager's behavior and their policy of discrimination toward a long-time customer, who has spent 100s (more like a few thou) there, but no one ever responded. Not surprizing, since in the stores you're lucky if you can even get minimal customer service except at the check-out.

Just a word of warning and a rant...though I surely don't feel any personal loss over all of this, it just is mind-boggling that these places treat customers like they do and get away with it. No wonder they are losing money...they've lost mine!
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Old 11-25-04, 09:40 AM   #2
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Um... I thought Dick's sold Wal Mart bikes, or at least they look like the same bikes. I've bought inner tubes there, but if you want a quality bicycle go to an independently run bike store and buy a reputable brand. Those Diamondback and Mountainsmith brand bikes are POS's.
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Old 11-25-04, 12:11 PM   #3
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Im sorry bro, but I think youre in the wrong. A bike purchase is a bike purchase....if something breaks, you dont get a refund, you get it warenteed. If your kid decides he didnt want it, you shouldnt have put it on lay-a-way in the first place. You were asking for it...
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Old 11-25-04, 01:43 PM   #4
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Returning a defective bike is one thing, but putting things on layaway repeatedly and then cancelling would piss me off too if I was the store owner. YOu realize that when you put something on layaway, then the store can't sell it, right? So you're preventing them from selling merchandise for no reason, and then you go and do the same thing again? Why should he sell stuff to you? All you do is cause him hassles and he never makes any money.
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Old 11-25-04, 01:45 PM   #5
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Originally Posted by notfred
Returning a defective bike is one thing, but putting things on layaway repeatedly and then cancelling would piss me off too if I was the store owner. YOu realize that when you put something on layaway, then the store can't sell it, right? So you're preventing them from selling merchandise for no reason, and then you go and do the same thing again? Why should he sell stuff to you? All you do is cause him hassles and he never makes any money.
Having worked in a large dept store selling bikes as best I could for the quality and making commisions, this is excatly what I was thinking. There is a limit to the help the owner can offer (it is likely a corporate policy) and eventually that 200$ dept store bike has cost the company 1000$.
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Old 11-25-04, 02:51 PM   #6
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"Repeatedly" is 2 times. The comfort bike was defective, I did not break it. My bike shop found the problem, and so I returned it the next day. When the fork did not make a smooth rotation, I had it looked at by a proficient mechanic at my bike shop, who recommended an exchange or return. Since there were no other bikes like that one in my size, I returned it for refund. I was not going to keep a bike that had been poorly assembled and also had damage on the head tube from shipping or a possible drop in the store. Now that would be darn stupid, ya know.

There is nothing in store policy about not being able to return a defective item, within the 30 day time frame, which I did. There is nothing in store policy that says a lay-away cannot be cancelled. This is common business practice. Compared to the multiple instances over the last 7 years that I have made 100s of purchases there, that is moot.

The store lost no money. If stores lost money, they would not have lay-away. It is only a 60 day period of time. The 2 bikes might have been off the floor for 2 weeks. That is also a moot point considering that most of their stuff sits there for most of a year or more, typically. There are no commissions there, either. It's basically a self-serve situation.

There is no excuse to insult a customer in front of other people or to refuse to sell an item to a customer or deny that customer access to a lay-away plan that is part of store policy. The $200 bike did not cost the store $1,000...how ludicrous to think this is so.

Like I said, DUH.
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Old 11-25-04, 03:38 PM   #7
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There's also nothing that states they can't refuse business to anyone they want. I would refuse business from you
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Old 11-25-04, 03:39 PM   #8
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What is a "lay a way"
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Old 11-25-04, 04:10 PM   #9
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Seems like he just wants us to agree with everything he says and not offer any advice, such as don't buy dept. store bikes and expect a Giant or Trek level of service. Screw this guy.
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Old 11-25-04, 04:18 PM   #10
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Originally Posted by ChiliDog
Like I said, DUH.
Yet more proof the the Customer isn't always right.
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Old 11-25-04, 05:03 PM   #11
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I think that a good bike store wants to help their customers and if they were that unreasonable then you are right to never buy anything from there again...but someone did bring up a good point...if u want a good bike go to a store that is not a chain and carries a wide selection of bikes...and do your research...some good brands are norco, kona, santa cruiz, devinici, and giant...i would stick to those because they are huge companies and if anything goes wrong with one of their bikes you can return it to the shop and they will send it back to the company ad u will probably end up getting it fixed as long as it is still under manufacturer warranty...but one way that you wont be refunded is if you are doing like 10 foot drops on a $700 bike...hope i was helpful
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Old 11-25-04, 06:57 PM   #12
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I wouldn't buy a bike from me either...obviously I am an idiot. Thank you all so much for pointing that out to me. It's good to get feedback and get put in one's place. I deserve every slam directed my way...
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Old 11-25-04, 07:17 PM   #13
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Quote:
Originally Posted by hooligan
What is a "lay a way"
I think it is what I know as Lay-by. It's when you asj the store to keep it on hold for you. However I thought you had to put a deposit on an Item to do that.
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Old 11-25-04, 08:34 PM   #14
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We just got screwed on a couple lay-away deals the other day. Customer came in and bought two '03 bikes, put down $100 on each, and about $200 in accessories on each, a lot of which was '03 stuff... fast forward to 6-8 months later, the customer calls and says he is going to have to cancel his lay-away! So we kept $50 on each bike, but now we are stuck with two '03 bikes in '05 that we can no longer ask full price on, and a boatload of '03 accessories that we can't sell. So I can see how lay-away can be a losing proposition for a shop.
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Old 11-25-04, 08:41 PM   #15
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heh, send those parts up to me, ill take em off your hands...haha
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Old 11-25-04, 09:08 PM   #16
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Originally Posted by ChiliDog
I wouldn't buy a bike from me either...obviously I am an idiot. Thank you all so much for pointing that out to me. It's good to get feedback and get put in one's place. I deserve every slam directed my way...
Acknowledging your idiocy is one of the first steps that you can make towards becoming a normal consumer.

Congrats!
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Old 11-25-04, 09:20 PM   #17
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It doesn't matter whether the customer is right or wrong. If I saw a customer getting treated like that, I'd leave in a heart beat. The manager needs to understand that he was not only speaking to one customer but was speaking to all his customers. If the manager continues to behave this way (like a child instead of a pro) he will not stay in business. The manager has shot himself in the foot because not only did he loose this person's money, he probably has lost other customers by his behaviour. This is not a recipe for success as a business.
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