jakesford

I work asst. pro at a semi private golf course, so we see the same customers over and over whether they are members or just "usuals"... I constantly do what I can to take care of both. If a good member is in the shop and buys a shirt, I will knock of $10-$20 of a $60 golf shirt without them asking for any discount. We have some members that will spend $600+ a month in merchandise, and you have to take care of them, it makes them happy and they will continue to support us. For instance they could go to the local mega sports store chain and buy a dozen balls for $10 less than we sell them, but they don't, so we try our best to repay them.

Its not that big of a deal even for a small business... Most of our "soft goods" have a minimum of 100% markup, high end shirts for example will be around 300% which is pretty common. So we have a lot of room to work with a customer. We have no set guidlines for doing this, we just do this on our own and our boss has no issue with us taking case of the customers even when it cuts in to his profit slightly...

v1k1ng1001

FWIW, I used to manage a shop and I would have given you a refund. I agree that it's a no-brainer when a loyal customer is concerned.

gabdy

I agree with the OP if he is a regular customer, and I really can't see them saying no if you do spend that much cash at the shop. Just the typical service I have come to expect from small businesses these days.

The bike shop I prefer to use is 65Km from my place(I go there from work), they charge a bit extra to which I receive at least 20% off of every purchase no matter how big or small. But even from people I don't know I have returned things(faulty etc) without a receipt and they just swap it for a new one for me. They're one of the leading bike shops in Sydney and that's why, plus they know what they are doing. Just find another shop or buy online.

Having said that about my favourite bike shop, if they did even one thing I didnt like I wouldn't go back ever. If I get poor service from any shop I don't go back. You support them, they don't support you. They're in it to make money period. Sure some might help, but only because that is good business and is more likely to have the hardcore\enthusiast cyclists spend they're money there. Just my opinion.

roadwarrior

I love these threads....

roadwarrior

I have to ask...reaction to chamois cream? What were you using and what happened? And this is a serious question...

joshnc

I agree 100 percent. I got a bike fitting and he said the same words. I told him i didnt like the bikes he stocked.

koine2002

I agree. I work for a company which has a phenomenal customer service reputation (and we sell consumables). Our policy is "just say yes". It is good business practice to take returns like that--within reason (even our company has limits). It is a proven fact that people will pay 10% more (if not more) for products if they get good customer service along with it. I might have offered a substitute product or offered accesories in the amount of the purchase--or cash back if you didn't want that kind of stuff. That is bad business practice.

Regarding the LBS, I see fewer and fewer true LBS's. Almost all of them are a corporate owned entity that serve the interests of the corporation--not the community. It would be great to see a revival in the true LBS--even if it means decentralization of corporate stores (where the manager has discretion in hiring, firing and community involvement).

cyclezealot

I hate how impersonal ordering over the net is. Last time I used a mega bike store they charged me 65 dollars to change out four brake pads. it took them about 20 minutes. ( Had them do it, since I needed them and away from home. ) Last time I used my LBS. Charged me 45 dollars. For a tune up, replaced two cables, one brake pad. My LBS knows my name, gives me good cheaper service, club discounts and sponsors our club. Plus, on ocassion rides with us. What is not to like. Even serves us coffee and power drink mixes when we ride into his store.

Trsnrtr

My LBS has pretty high prices with some of the best service around. However, I've noticed that their prices are gaining parity with mail order due to shipping. Regardless, I seem to be buying more local than mail order for a couple of years now.

Oh, my LBS would have refunded the cream money even if it was half gone.

R900

+1

rufus

why should they take back a used product that they can't re-sell, simply because you happen to be allergic to it? the stuff you buy from them, you get use from, it provides you something in return for the money you spent. they should eat their cost, because you're allergic? just to show how nice they are? the product wasn't unsatisfactory, you are.

I'm so tired of people always looking to get something for nothing, like it's owed them or something. would you expect them to take back a jersey that you wore only once, but got covered with mud or tore a sleeve or something? suck it up, and don't be such a baby. you probably drop more than $10 on coffee each day.

Garfield Cat

copy and paste all these responses and give them to that local bike store and a copy to the manufacturer.

Robbie59

I worked at a sporting goods retailer when I was in college. We didn't just "eat" the cost of stuff returned to us. We returned it to the manufacturer and were credited for the cost. Hell, most of the good manufacturers preferred returns going back to them for the feedback it provided. So I don't buy this being a real loss to the LBS other than losing a (supposedly) valued customer.

To the OP:
You could always ship the unused portion of the product to the manufacturer including a letter explaining the reaction you experienced and your receipt. You may be surprised.

On the other hand, if you intend to take your business elsewhere as a result of this incident--and I certainly would--you will cost them far more than $20 (or whatever you paid)--especially if you're a repeat customer. No big retailer has a generous return policy because they can "afford" losses that small businesses can't absorb. Big retailers have generous return policies because they understand the value of a customer in today's business climate, which is global and not actually local.

cjbruin

Did you make the same case to the LBS that you did in your post or did you just go home and whine about it on here? Seems to me that your position would have been compelling enough for them to change their minds.

I'm positive that my LBS would have taken the product back and I'm reasonably certain they would have gotten a credit for the product.

SoreFeet

I think your LBS should have been nice and offered credit. You are doing them a service by letting them know you had a reaction. Another costumer might have the same problem. It is logical to not get a refund on a used item. Still if they know you have spent a lot of money there they should treat you a little better.

I do think even a mom and pop on-line vendor would probably sympathasize with your experience. I would just start shopping on-line. I gave up on most items at my LBS long ago. How hard or expensive is it to stock track locknuts? I had to call 8 shops before getting one in stock. Some stores said "waddya mean track locknuts" One store said "there is no such thing as a 10x1 locknut."

I always ask the local bike shops "have you heard of Harris Cyclery." Most say no. It is a shame more bike shops can't be like Harris and stock parts for people who ride bikes, not consume them.

bbattle

What sort of cream was this?

jkizzle

yeah, i will only shop my lbs for small things i need in a hurry, like a new tube or a tire lever that would cost the same to ship anyway. for me, the extra 5 or 10 bucks i pay everytime i buy something there makes up for the fact that i will try stuff out in the store, and then go order it online.

rhennigan

Will eating butt cream make me win cat 5 races?

ridethecliche

Only if it's red butt cream?

schnee

Find a new LBS, mine would have refunded me no questions asked.

Bontrager

I usually give my patient's samples of whatever I want them to use unless I know they're not allergic or sensitive to that class of drugs and tell them not to fill the Rx unless they don't have problems with it. Saves my patient's money, saves the evil drug company money, and saves my esteemed pharmacists money.

If the patient is really poor then I almost always try a generic that they can get for $4/month at walmart. Of course those people have the newest cellphone, hippest clothes, blingged out cars, and never follow my advice and wonder why they're not getting better

Bontrager

RU talking about BikeBarn?

ManBearPig

Assos chamois cream. I found the menthol to be surprising and decidedly unpleasant. I won't use it again. Probably falls short of a full skin allergy, but not out of line to expect some sort of return or exchange for a longtime customer who is dissatisfied with a product of this type, even if no formal "satisfaction guarantee" were in place. Also, all I wanted was an exchange, not even money back.

Bontrager

Assos cream

ManBearPig

This might branch off slightly into the realm of Foo, but on the same general topic, I have been into gas stations before where they refuse my credit card on smaller purchases. Like, let's say I stop in for an overpriced fountain drink. I usually carry plastic instead of cash, and major retailers (7-Eleven, Stop n Go, Exxon, etc.) will take a card on a smaller purchase. Then there are other places where they get really upset. I guess that $1.35 fountain drink will only net them 85 cents (to pick a number) after Amex takes its cut. OK, so I understand why that wouldn't be very attractive to the proprietor...however, I will remember that service station and not go back for gas or bread or whatever. So how did they improve their bottom line, I ask rhetorically? They didn't...it's a false economy. If I were running a store I am sure I would be rightly concerned on bottom line too, and I would get annoyed if certain customers took advantage, but I would be much more inclinced to look at the bigger picture.