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BikesDirect strikes again, here's my experience

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BikesDirect strikes again, here's my experience

Old 10-10-07, 05:35 PM
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How is an upgrade fair if it was the shippers fault?
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Old 10-10-07, 05:53 PM
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Originally Posted by brianb
I did sign for it from the UPS driver, but the damage was not apparent until I actually opened the box. At that point, I chuckled and told myself "Glad I used my Mastercard!". I immediately took pics, before unpacking, and sent an email to bikesdirect. I am going to stay laid back and await a reply. If not to my satisfaction (replacement bike), trust me, the charge will be disputed with my bank. I realize this is probably the fault of UPS, but that's not my problem - I'm not the one making a profit.

All judgement reserved until bikesdirect responds. I'm thinking an upgrade is fair for my trouble and patience. I will keep everyone up to date.

Brain

You will find I have already responded with a PM

I of course I will need to pick up the destroyed bike.
This is odd; but it does happen. And you will not beleive vwhat we go thru on the UPS claim [takes at least 4 weeks]

However, this is one of the worst I have ever seen. They must have run over it. {or run a fork lift thru it - I have seen that before]

You will get an email from my guys tomorrow I am sure
in the mean time; please repack that bike so it can be picked up

thanks

mike
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Old 10-10-07, 05:56 PM
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Maybe its not, but thats the way MY business operates ( a fine restaraunt ).

If a customer complains about my filet mignon, I don't blame the cattle farmer, the cow, or GOD himself, I comp the meal and give free drinks and dessert. This is why my restaraunt is successful, we take care of our customers. Fairness means everyone is happy. I'm not asking for anything outrageous, just a resolution. I will post once bikesdirect replies to my email.
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Old 10-10-07, 06:01 PM
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Not really a fair comparison. It DOES suck to have the delay though, one of the things you have to be prepared for when you mail order.
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Old 10-10-07, 06:03 PM
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Originally Posted by brianb
If a customer complains about my filet mignon, I don't blame the cattle farmer, the cow, or GOD himself, I comp the meal and give free drinks and dessert. This is why my restaraunt is successful, we take care of our customers.
What's the name of your restaurant again?
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Old 10-10-07, 06:04 PM
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Originally Posted by brianb
Maybe its not, but thats the way MY business operates ( a fine restaraunt ).

If a customer complains about my filet mignon, I don't blame the cattle farmer, the cow, or GOD himself, I comp the meal and give free drinks and dessert. This is why my restaraunt is successful, we take care of our customers. Fairness means everyone is happy. I'm not asking for anything outrageous, just a resolution. I will post once bikesdirect replies to my email.
Brain

I understand
however, can I point out the following?
I have had several restaraunts.
My food cost has always run 33 to 35 percent; so a gross margin of 65%

Bicycles have a margin in stores of 40% average; online the margin averages 20%, and pro bikes are lower than that. Some pro bikes we sell are a 10% margin.

We will of course handle this goof up by UPS in a professional manner. We never have any problem created by UPS be handled by the customer.

mike
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Old 10-10-07, 06:25 PM
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Mike and I were apparently posting at the same time. While I was typing, I received a prompt reply from Mike offering a replacement bike. It is obviously not bikedirect's fault, and I am so far very appreciative of their willingness to rectify the situation. I will keep everyone up to date on the progress of my situation.

Mike, I understand your business model and I am in no position to dispute profit margins. In the end, everyone's profit depends on reputation and customer service. To all those tuned in to this thread, I apologize, I was not expecting such a prompt response from bikesdirect. It seems as though everything will be resolved. My next post in this thread will describe the resolution and final results.

Last edited by brianb; 10-11-07 at 04:08 PM.
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Old 10-10-07, 06:41 PM
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That's definitely a UPS issue. During the last 6 months, I've received an average of 25% damaged packages. I know everyone complains about UPS and I never usually have a problem but it's becoming really bad lately. I just don't get it. What confuses me the most is that the driver hands over a badly damaged package and I look at them and they shrug, like no big deal.
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Old 10-10-07, 06:44 PM
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I think BD is handling things correctly. It's the worst when the company makes you wait for them to get their USP claim before replacing your order!
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Old 10-10-07, 06:47 PM
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Looks like you're being taken care of. I've received damaged goods from other on-line retailers in the past, and it's been remedied, but I wouldn't expect or ask for any concessions other than the retailer handle the UPS reimbursement. In that regard, they are already doing more than they have to. As you know, you get what you pay for. When you buy on-line to save money, once in a while things will go wrong. It's a risk that's often offset by the savings you receive.
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Old 10-10-07, 06:55 PM
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Originally Posted by gastro
What's the name of your restaurant again?
Doh! You beat me to it.
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Old 10-10-07, 06:59 PM
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That wheel is so messed up it's hard to believe anything less than gross negligence or vandalism caused it.
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Old 10-10-07, 06:59 PM
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Originally Posted by sygyzy
That's definitely a UPS issue. During the last 6 months, I've received an average of 25% damaged packages. I know everyone complains about UPS and I never usually have a problem but it's becoming really bad lately. I just don't get it. What confuses me the most is that the driver hands over a badly damaged package and I look at them and they shrug, like no big deal.
I think I can help out a little
Every year UPS traffic goes wild during the 4th QTR
UPS puts on lots of 'temps' for the season.

Not only are 'temps' not as experienced; they are not as motivated to do a good job.

This is not my explaination -- it is what one of my UPS reps told me several years ago.

And sure enough; we have more damage Oct thru Dec than during anyother time.
It is still a low percentage to be sure - no where near 25%
more like way way less than 1% Jan thru Sept
and approaching 1/2% during last Qtr

mike
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Old 10-10-07, 07:33 PM
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He keeps calling you Brain.

I think he is giving you too much credit.
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Old 10-10-07, 08:11 PM
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Originally Posted by brianb

For the member that asked, my restaraunt is called Red's Fresh Seafood, in Matlacha, FL.
Is it possible the UPS driver had a bad experience at your restaurant
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Old 10-10-07, 08:36 PM
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Originally Posted by Pete Fagerlin
Ok, this is just to funny to pass on.

When did "fine restaurants" start serving nachos, chicken tenders, and bacon cheese burgers let alone be described by the proprietors as a " seafood house and tavern"?
"Fine" is relative. To a homeless person, wouldn't applebee's be fine dining? Similarly, wouldn't Applebee's look like trash to a someone who drives a porsche?

Not everything is black and white
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Old 10-10-07, 08:37 PM
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Originally Posted by Pete Fagerlin
Ok, this is just to funny to pass on.

When did "fine restaurants" start serving nachos, chicken tenders, and bacon cheese burgers let alone be described by the proprietors as a " seafood house and tavern"?
The bikesdirect experience is the topic we are discussing. Thanks for your opinion Pete Fagerlin, now we shall return to the issue at hand.

Last edited by brianb; 10-11-07 at 04:08 PM.
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Old 10-10-07, 08:48 PM
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It's all relative. I'm glad to have had the opportunity to explain this to my fellow cyclists, 99% of which could care less. Now we await redelivery of the Moto.

Last edited by brianb; 10-11-07 at 04:09 PM.
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Old 10-10-07, 09:05 PM
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ahh yes this thread is very exciting!
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Old 10-10-07, 09:20 PM
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Originally Posted by BenLi
"Fine" is relative. To a homeless person, wouldn't applebee's be fine dining?
Not a homeless french person... or me for that matter, if I were homeless.
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Old 10-11-07, 06:46 AM
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Originally Posted by brianb
Maybe its not, but thats the way MY business operates ( a fine restaraunt ).

If a customer complains about my filet mignon, I don't blame the cattle farmer, the cow, or GOD himself, I comp the meal and give free drinks and dessert. This is why my restaraunt is successful, we take care of our customers. Fairness means everyone is happy. I'm not asking for anything outrageous, just a resolution. I will post once bikesdirect replies to my email.

what happens if the truck delivering the filet mignon crashes ruining the meat, and you have none for that night. Does everyone get a free meal?
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Old 10-11-07, 08:10 AM
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This is why I dont like buying from companies that ship UPS. Their boxes are 99% of the time damaged in some way, leaving question as to weather or not the contents are damaged.

FedEx and USPS have both served me well. USPS priority mail is often times cheaper than ups, and about 3x faster as well. FedEx ive only recieved stuff from, but alot of that was computer equipment. no damage at all, and always delivered before it was supposed to be...

If UPS is going to hire some high school dropouts that dont care if they damage goods, ill be checking who uses ups from now on and ordering elsewhere.

What can brown do for you? not a lot they are too damn slow with shipping anyways.

I hope things get worked out, sounds like bikes direct is handling it very professionally! Kudos to them
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Old 10-11-07, 08:26 AM
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I've had some poor experiences with every shipping company and the United Package Smashers seem to be the worst of them all. But what can you do? You only get limited choices for shipping and it's like playing Russian Roulette for us folks that ship one or two packages a month.

The thing that pissed me off most about UPS was the following a few years back. I was parked on 32nd street in K-Town, NYC. Went to meet up with someone in the building across the street. UPS truck parks in front of my car and starts throwing the packages out from the back of his truck onto the hood of my car. No joke, they were just flying out and onto the hood. There must have been a good 4 feet between our vehicles so he could have just thrown them to the ground or better yet place the boxes at the edge of the truck and unload them properly. I think this was in the middle of the summer so it wasn't a 'temp'. By the time I got out there he had locked up the truck and was gone. I waited around for a bit but he never showed up so I took down the plate number and wrote UPS. Never got a reply.

In a big company where there are so many different cogs in the chain, no one needs to take responsibility so no one gives a crap.
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Old 10-11-07, 08:33 AM
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UPS drank some wine that I had shipped back east. The store that shipped it "forgot" to label it alcohol, and UPS will "dispose of" any alcohol they find. The store covered the cost.
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Old 10-11-07, 08:43 AM
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Originally Posted by mcoine
UPS drank some wine that I had shipped back east. The store that shipped it "forgot" to label it alcohol, and UPS will "dispose of" any alcohol they find. The store covered the cost.
Huh? Why can't you ship alcohol?
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