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Returning items to PBK???

Old 12-06-06, 12:29 PM
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Returning items to PBK???

Since it seems like everyone here (besides me) orders from PBK, what do you do if you order somethnig and it's the wrong size or you just don't like it? Do you return it? Is that an expensive option?
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Old 12-06-06, 12:33 PM
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Is that an expensive option?
if it's clothes, probably not. +/-5$
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Old 12-06-06, 12:34 PM
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Now there is a good question...listening with interest. I have only made one order with them: I knew I liked the tires I ordered and the jersey fit perfectly...the one thing I like about them is the Euro sizing which has more choices than just S, M, L and XL and the fact that so far their sizing chart seems accurate (do you hear that Performance?).
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Old 12-06-06, 12:38 PM
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Good question. Fortunately...I've never had to send anything back to PBK.
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Old 12-06-06, 12:46 PM
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I had to make a return when they shipped the wrong item to me. They picked up the return shipping and got the right item out to me very quickly. I would imagine a regular return would work about the same way.
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Old 12-06-06, 12:53 PM
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Return shipping to England is a big hassle. You need to fill out a customs declaration form and wait in line at the post office (and lines extra long this time of year). And of course, postage will not be cheap. I wouldn't bother with an overseas vendor unless I really knew what I was getting. Selling an unwanted item on EBay might be easier and cheaper than returning it to England.
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Old 12-06-06, 10:41 PM
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My first PBK order was an Ultegra group with R700 crank. By mistake they sent the regular Ultegra 39/52 crank. I contacted them and they said send it back and they'd refund the postage and get the proper part to me. The problem is that the post office charged me $30 to return the crank and PBK would only refund ~$13. I sent the thing standard US Postal Air mail, insured. The exact quote from PBK when they refused to refund the full amount was:

"I have received your return today, my apologies for the mistake. I have dispatched the correct item out for you which should be with you shortly. I have also refunded £7.00 towards your post cost which is the price it would cost to return the chainset with the normal postal service. Unfortunately, as stated in our returns policy we do not refund recorded delivery."


Whatever the hell "recorded delivery" is. If you have to send something back, it would save a lot of hassle to ask the Post Office what the cheapest rates are. As the above states, they also waited until they received the incorrect part before sending the new one so, in all, it was almost a month before I got the crank I ordered and paid for.

I've since made 4 or 5 orders from them with no problems.
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Old 12-06-06, 10:56 PM
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I know enough cyclist locally that I've never had any problems selling unwanted items.
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Old 12-06-06, 11:02 PM
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I have ordered from PBK three times. Twice I have received the wrong item.

First time was a set of Ultegra pedals, no problems.

Second order was a Dura Ace group. I was sent two front brakes by mistake. I contacted them via email and was told to return the item and I would be credited for shipping. They did honor this request and I received the correct item after returning the wrong item and waiting a few weeks.

Third order was two weeks ago. I ordered a pair of clincher Vittoria cross tires and was sent a pair of tubular tires. The tread pattern was totally different and I already have two sets of tubular cross tires, so I couldn't use them. These tires are almost double the cost of the clinchers I ordered. I will not return them to PBK.

At this point I will either sell the wrong tires on ebay (auction https://cgi.ebay.com/ws/eBayISAPI.dll...1575&rd=1&rd=1) or to a friend. I will not screw with mailing another item back to England when they have screwed up yet again. 2 screw ups out of 3 is a bad deal in my book. True the prices are great, but sometimes you have to consider if the hassle is actually worth it. By selling the tires I will probably make a little money anyway, and for me to sell on ebay and ship domestically it is far easier.

PBK had good prices, but in my experience their service sucks.

Good luck with what you do.

Ron
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Old 12-06-06, 11:17 PM
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Originally Posted by Proximo
. . .The problem is that the post office charged me $30 to return the crank and PBK would only refund ~$13 . . .
Very odd, I dealt with a rep. named Lisa Mason and she refunded the full $22.25 that I paid to return the item sent in error. Sounds like they don't really have a fixed policy and deal with people as the spirit moves them. I have placed more orders than I can count with them, and fortunately they have gotten all of them right with the exception of this one shipment. If the dollar versus pound doesn't improve in the future, their prices aren't going to continue to be a good as they have been.
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Old 12-06-06, 11:50 PM
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They shipped my Veloce crankset (chainset) loose in a %#$& plastic bag! The crank bolts were inside the bag too, rattling around loose. Of course the loose bolts put a small ding on the left crankarm. I decided to live with it rather than go through the hassle of returing it.

I'm guessing PBK knows that most of us here in the US don't want the hassle and will do just as I did. . .nothing.

How did I like the price? Loved it.
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Old 12-07-06, 02:35 AM
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Originally Posted by johnny99
Return shipping to England is a big hassle. You need to fill out a customs declaration form and wait in line at the post office (and lines extra long this time of year). And of course, postage will not be cheap. I wouldn't bother with an overseas vendor unless I really knew what I was getting.

god forbid standing in a line with strangers at the post office and having to write the contents & value.


Originally Posted by johnny99
Selling an unwanted item on EBay might be easier and cheaper than returning it to England.
yeah, because selling something on ebay is so much quicker than a visit to the post office.
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Old 12-07-06, 09:20 AM
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Lisa is the same person I dealt with. I thought it was pretty arbitrary myself but given that I'd already saved hundreds on parts I wasn't going to get too *****y about $17. In the future, I'll make sure I choose the cheapest rate that gets the part there in a reasonable time. The thing is, I was dying to get my bike built and it really chapped me that not only did they refuse to cover the full return shipping but they waited until they got the crankset back before shipping the R700. I specifically asked them to ship the R700 immediately and suggested that they had my credit card so they were protected but, no, they dragged the whole transaction out for a full month.

Like I said, though, they've been perfect on every order I've made since.

Originally Posted by blandin
Very odd, I dealt with a rep. named Lisa Mason and she refunded the full $22.25 that I paid to return the item sent in error.
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Old 12-07-06, 09:34 AM
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Never sent anything back even though they sent me wrong colored jersey once. Actually different scheme but right color. I just wore it and it was fine! Just an oversight. I will have to say this about last order. I ordered set of Conti tires and bar tape. Usually to east coast 7 day delivery.......this time a month! I thought it was lost! I think customs had it trying to decide if I would have to pay duties but never did.
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Old 12-07-06, 10:17 AM
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well, i got a pair of tacx tao bottle cages that wouldn't work with my small frame and figured it was too much of a hassle to try and ship back. sold to cuda2k. way easier than sending back to PBK.
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Old 12-07-06, 11:12 AM
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Funny, they seem to make a lot of mistakes. I ordered an Ultegra group a couple of weeks ago (at a great price), it came very quickly (less then a week), but when I opened it, it was a 105 group. I sent them a couple of emails, and never heard back from them. I went ahead and sent it back USPS Global Express ($50). They got it, but I still never heard from them. I finally called them this morning, and they confirmed that they got it, and said that they sent out the replacement yesterday. They also said that they would credit the shipping. I'll let you know what happens.

It was a bit more difficult to mail it back to the UK, but not a whole lot more. One extra form and it cost a bit more.

Bob
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