capolover

I went to the bicycle chain in Raleigh to order my bike a few months ago. I went to them hoping they would fit me properly and give me the bike I really wanted. I bought a 56'inch Cannondale Capo and I really loved the bike, but after a week and half of commuting 20 miles a day I decided it was too big.

I went back to the shop and tried out the 54'inch and decided it was a much better fit. Something I feel like the shop should have figured out in the first place. I brought back my 56'inch and left it with them and they kept my 800+ bucks.

Back before Memorial day (the 23rd of last month) I ordered the bike and they told me around 7 days. I found out last week after calling Cannondale directly that they had to make the bike from fresh last Thursday and it hadn't even shipped yet! Did the bicycle chain even order the bike until last week? Something tells me no. I was then told last week that it would probably be in yesterday, and it wasn't. The bike is in Connecticut.

I'm looking at next week sometime and I'm really pissed off. I feel like I hear a different thing every time I call or talk to a different clerk. I also feel like they don't give a flying **** if I get my bike or not, yet they still have my 800 dollars. Not to mention it takes me 30 min just to drive out to the shop way up in North Raleigh.

I lost peak riding season and I'm way behind in getting into good commuting shape, not to mention I ride my bike for fun to see my friends.

The store said they would make it up to me when I came in to the shop... Should I ask for a discount on my bike? A free Helmet? How far should I go?

jaa1085

I would tell them you called Cannondale and let them know what they said.

Thats BS, I would be pretty upset too.

capolover

Oh I've told cannondale how unhappy I was. I think the only reason the bike got shipped was because I called last week finding out what the hell was going on.

I can't believe in the computer age that they can't send out bikes the day you order them.

adebrunner

Damn dude...it sounds like they really effed this up. I'm pretty terrible with confrontations, myself, but I certainly think that this is worth more than a helmet. I hate to sound litigious, but they really owe you something. They've taken your time and money, they've lied to you (even if unintentional, they should have updated you) they've kinda forced you to drive everywhere which is no longer an insignificant cost and they also took away something that you enjoy doing. They've really screwed up, man. They seem like they're trying to do right by offering something, but I find a good thing for me to do is to write them a letter so you can think out exactly why you're upset. Put it in clear terms so THEY know why you're upset, then tell them you expect to be compensated for the inconvenience. If they make a fair offer to you, take it. If not, you're a little screwed because they have your money. I'm actually getting mad for you. Let me know what happens, I'm curious now.

JeffS

Why didn't you buy the 54 that you tried out at the store? Wanting a different color or something?

I guess you'll never know for sure, but if they're telling the truth there's nothing they could have done to expedite the situation. If they let you return the 56 I think they've done more than enough to accommodate.

capolover

I was thinking of asking for a partial refund related to how many days I haven't had my bike.

I'm great with confrontation. Haha. But thanks for the empathy. It's good to know I'm not overreacting.

capolover

It only comes in Red/white and Black. I think the red/white is ass ugly and for 800 bucks I should get the color I want.

Well from what I've gathered they didn't even put my order in until last week. At one point I was told they only order on mondays. Then I was told for an extra 15 bucks they could order any day to get it here faster. Yesterday they said the owner didn't get the email to order it or something.

Regardless of the real reason it's pretty sad customer support.

I planned on buying pedals, a seat, and lots of other gear over the coming months... but it won't be from them.

deez

I think it was pretty good of them to take the 56" back in the first place after you'd put well over 100 miles on it. A car dealer wouldn't have been so accomodating unless you raised MAJOR hell.

It does certainly sound like they dropped the ball on placing the order for your replacement.

Don't fault the shop for fitting you with the wrong size frame though. At the worst its both of your fault equally. It takes two to make that decision. One to say "This is should be right for you" and another to say "Yes This does indeed feel right for me, I'll take it"

They've already told you they would make it up to you when you pick it up...You might be wise not to go in there with all guns blazing but rather see what they have in mind for making it up to you. Sometimes if you just keep quiet and let them decide you'll get something better than if you make demands.

adebrunner

I mostly agree with this in that they are attempting to right a bad situation, but anybody in PR or Customer Service will tell you that constant communication is vital to a smooth transaction...especially one that their screwing up. Judging by the tone of the post (also he mentioned it explicitly) he feels like they don't care if he gets the bike and on top of that they're giving him the wrong information that's likely based on a gut feeling. Nobody should ever have to say, "Oh yeah...we should have that by tomorrow." anymore. I bought something online for like $4 yesterday and I know exactly where it is right now (just left the warehouse). The shop should have some kind of information for him or at least try to appear apologetic or embarrassed that things are going poorly. I'm not saying there should be a lawsuit, but it's definitely worth getting angry over.

capolover

1. They should have fitted me properly in the first place. I came up specifically for that purpose and they did a pretty lackluster job of it after I questioned some other shops on how they do it.

They have specialized knowledge that I don't have, which is the point. What felt right to me riding for a few minutes around the shop and how it would feel after a week of commuting is a big difference. One of the times I came back to test the 54, the clerk that was working said I never should have been given a 56. He was my size and said that he could tell the other bike was much too big. I think they just didn't want to order the right size and wait for it. They got my money and I figured I wouldn't care either way because of the kind of bike I was ordering.

2. They have a 30 day return policy. As long as there is no major damage to the bike. So they weren't really doing me any special favors by giving me a bike that fit me.

A little tire ware isn't a big deal.

I don't plan on being a dick but I feel I should get some compensation.

treebound 

Just the start of the peak riding season, lots and lots of bikes being bought, bikes are selling in some shops almost as fast as they can be unboxed and setup for sale. Then factor in the gas price factor and the impact that has had on the cycling industry with increased sales. Manufacturers project their anticipated sales, and if something happens then things change. Bike shops project their anticipated sales and place their early orders. Distributors do the same. If the bike you want to order is complete and boxed and waiting in a warehouse then you might see same day shipping.

I do think you're over-reacting a little. Yeah, it's frustrating, but buying a bike is a multi-part process. You might get a good fitting at the LBS, but people change their opinions of what fits and feels right once they get out the door. From your numbers it looks like you put 150 miles on the bike and then the shop freely took it back, which sounds like a nice shop to me since now the 150 mile bike is used and not new. You got 150 miles on it and during those miles you came to the conclusion that a one size smaller frame might work better for you, live and learn and be thankfull the shop is taking care of you. If your replacement bike order got messed up or delayed, well then maybe consider the season and the increase in business and maybe just accept the thought that your order might have fell through the cracks somewhere in the process - stuff happens.

Hope it all works out for the best for you in the end. Life is too short to sweat the small stuff. Hope you're riding again soon.

capolover

Well, Like I said, I'm not going to be a dick or demand anything.

I do miss my bike though :/

treebound 

Maybe ask if they've got a loaner until your replacement bike comes in. Could be a customer trade-in or donor bike as long as it fits and will work for you.

jaa1085

The only problem I have is if the store is lying to you. I don't care what the excuse is, that's not right.

Not the Slowest

Since many people are starting to commute plus it is Spring bike inventories have fallen so there are delays.

As stated, you should count your blessings that they took the 56 back.

Be cool and ask for what you need, a loaner, Free Tune up, Saddle bag, pump.
Remember, they did save you $$$ in the end and the headache of selling it yourself.

I've been there, sometimes you can't return the stuff.

Good Luck

Rob

JeffS

Not entirely true by the way.

The policy states that items must be in original condition. Bikes are also subject to a 10% restocking fee.

It could be argued that they've made exceptions to both of these rules for you. Since they reserve the right to deny any return you might want to take it easy on the demands.

Artkansas 

That assumes that they have it in the factory. There could be any number of reasons that they might be backordered. You goofed up and didn't get the right-sized bike the first time. That doesn't cause a crisis on Cannondale's part.

Do what you can to expedite it in a friendly manner and relax. I'm sure that you can ask the store when they ordered it. I don't know what that will help though. Take it easy.

What happened to your old bike that you had before you ordered the one that was too big? Can't you ride that?

lil brown bat

I work a job part of the year where (among other things) I have to try to make my customers happy with my company's service. Most of my customers don't really understand the details of what it takes for us to deliver this service, which is fine -- there's no reason a customer should have to know that. When it's not so fine is when the customer has unreasonable expectations of our service. A reasonable expectation would be based on either a)something we advertised or b)a detailed knowledge of how our business operates. When the customer develops an expectation that comes from somewhere other than a) or b) -- for example, that comes from a belief that "the customer is always right", or "my hairdresser/cleaning service/babysitter/tax accountant is perfectly fine with it when I do x y z" -- then that customer is probably going to go away disappointed. In some cases, unfortunately, their frustration causes them to behave in ways that seriously erode our goodwill.

Not having been a fly on the wall, I have no idea if OP's expecations were based on a) and/or b), but it kind of sounds like not. Seasonal issues in stocking bikes, what an off-the-cuff estimate from a sales person is based on (and how it may deviate from reality), whether "we started building it today" means "the shop only called us to order it today" (as if Cannondale had no production and no orders ahead of this one), how likely it is to find the model and size and color of bike you want ready to roll out the door at the end of May, the process of sizing a bike, what's reasonable to expect to be able to return...it sounds like there's at least some misunderstanding or lack of knowledge there. I don't think the lbs is to blame for that.

At the very least, OP, I think you owe it to the LBS to explain the reasons for being cheezed off that you outlined above -- in a calm, civil, reasonable manner -- when you go to pick up the bike. Frame it as, "Here's what I expected, was that reasonable?" and listen to their explanations. If you're still feeling hard-done-by by the end of all of it, and you still feel that it was their fault, then ask yourself just what you feel you were done out of, and what would make it up. Don't try to gouge. Sometimes a customer gets tossed a bone not because they're right, but because they're a PITA. You don't want to become known as the Problem Customer.

Banzai

56 inch frame? Man...you must be 15' tall!

PICS!

capolover

I finally got my bike friday.

I'm not sure where the mentality is coming from that I should have fitted myself correctly for my own bike. If that's the case why would I even need to go to a specialty shop in the first place? I'm paying for their experience and quality. Also, I cleared it with them on returning my old bike and it was in top shape, not to mention well within the 30 days. I don't see it as a favor that they finally got me a properly fitting bike. Comparing it to a car isn't a good comparison. You need a bike to be a very specific size and after seeing how other shops fit with actual measurements I feel they came up short big time.



They also told me that the check process would take a long time and I might not have my bike until monday, yet when I called friday to check on them (I got the tracking number) they said it would take 20 minutes. They didn't even call to tell me it was ready.

At any rate, I went in with a nice attitude. They didn't even mention it and didn't apologize. They had earlier offered to give me a free water bottle cage, but the clerk I talked to said "They couldn't do a cage" when I asked for a water bottle. Again, they told me two different things. When I asked what the problem actually was (they told me their boss didn't send out an email at one point) they blamed it on Cannondale. They never said the bike was out of stock because of bike season. When I called Cannondale they had no idea that the shop had sent in an order, and it was only AFTER I called them that anything got done. It's clear to me that they just screwed the pooch and didn't order the damn thing for a week and half and tried to get 15 bucks out of me for express delivery on top of it all.

I took my bike and left with a friendly attitude anyway.

When I got home the brakes were put on poorly and the wheel wouldn't even spin correctly? Was that out of spite? That's really great and safe isn't it?

I won't be ordering the seat, handle bars, and pedals I'd planned on ordering from them, and I'll tell my friends not to shop there, that's for sure. Waiting 16 days for a 5 days order is stupid, and their lack of communication was sad.

It's lame that I had so much enthusiasm to start cycling and commuting and this was such a negative experience on the front end.

adebrunner

I'm glad you got the bike. I'm still on your side on this one, man. I really feel like they kept screwing up, felt like idiots and didn't want to talk to you for fear that you'd try to punch them in the neck, which was almost justifiable. I hope the bike kicks tail and you're a good man/reallytallwoman? for just chilling and being happy that you got your bike.

capolover

Thanks.
I'm very happy with the right size haha.

JeffS

That's not what we're saying. What we are saying is that you should have voiced an opinion. Just like you should not have left the store today without looking at the bike first.

On one hand I CAN sympathize... this is one of the reasons I avoid buying bikes new. At the same time, I don't really trust your account of the situation. Standing up for yourself involves making your feelings known in the store and making the shop follow through on what they've told you - not waiting 'til you get home to inspect the bike and complaining about them on the internet.

In case you're curious, I don't know anyone who works at the Bicycle Chain, and have never spent a dime in the shop.

capolover

Well the guy who "fitted" me suggested the 56 and actually said I wouldn't want a smaller bike. Even though another guy there told me that it would be prefect for me.

I did stand up for myself quite a bit. When I called last week I was pretty angry and let them know it wasn't acceptable to me. I also told a clerk that it was silly that they didn't tell me about the 15 dollar rush order situation when I first came in to try out the 54.

But I can't drive the 15 miles to check in on them every day, and I shouldn't have to.
I did everything I could in a civil manner.

Tom2slow

My wife and I had a very similar experience w/ a semi-small LBS in Aurora Co (he has another in Parker I believe). She wanted a bike they didn't stock, they took her $$$ and said it would be ordered the next Monday and would take a week to get it. When she called on the appointed day she was told it would be ordered on the next order to Trek, which would be that week. Instantaneously she demanded a refund which she got and a cold shoulder every time we went back to that store. Final straw, they took my USMC son's (I love to brag!) money to ship a bike they sold him to Camp Pendleton Ca, when it didn't show up out there I called and was told the shipping addy didn't make sense to the shipping person, so they still had the bike. I understood that a military addy might seem strange to a civie accustomed to #,street, town and zip type things. They did ship the bike after I hollered, he got his bike and then I used my consumer vote to never return. Sounds like you have made that decision too, its really the only way to handle things like this. Sure you can go to court and try, but you won't be the first disgruntled customer they ever dealt with, and since you would just be looking for putative damages, good luck would be all anyone could say.

Thanks to high gas, other LBS's will always appear and the best will survive.

Tom