Bikes Direct Bad Customer Service?
 

Hey, I'm new to this forum and to riding fixed gear bikes. I've ridden BMX and mountain bikes my whole life and I'm shopping for a fixie for commuting and getting in better shape.

I emailed BD to see about availability of an orange Mercier Kilo TT in 53cm and I got this carbon copy email refering me to the newsletter (i.e. the email subscription so Bd get your money and hopefully never have to actually communicate with you). I subscribed to the "newsletter" but it didn't answer my questions so I emailed again asking when it would be available and I explained that the newsletter didn't help me. A few days later I got a super rude email from "TH" at Bd basically talking to me like I was a 4 year old. I wasn't rude at all in my emails to Bd so I was shocked to get a response like I did from TH.

Anyways, long story short I won't be giving my hard earned money to a company that treats people like s*** when they're trying to give them money.

Has anyone else had this experience or did I just get a guy whose dog just got run over?

Also, can some folks offer some suggestions for a good non-BD fixie that's offordable?
I'll search the forum as well. Thanks.

Maybe just a bad experience? Considering how popular the bikes are, I can't imagine them having absurdly poor customer service.

BD customer service A1! Can't be beat! Number 1! Top Choice!

/shill

Yeah, I was actually thinking that maybe they're so popular that they've kind of figured that they don't actually need to treat customers nicely because there's a line of people that will buy these bikes before they're even in stock.

I've heard a few bad stories, but overall, their service is quite good from what I've heard.
According to their site, the 53s will ship in Black and Blue Metal starting next wednesday.

I'm sure bikes direct gets thousands of emails like yours, when the website clearly displays what is and isn't in stock; and states that if your size/color is sold out the best way to find out when it is restocked is to join the mailing list.

Maybe he talked to you like a 4 year old because you needed to be talked to like a 4 year old.

Sigh.

Has it occured to you that having people dedicated to answering the THOUSANDS of emails they no doubt receive which related to something as simple as what is or isn't in stock is a COLLOSAL waste of time and money (the cost of which ALWAYS gets passed on to the customer, so maybe you shouldn't complain) when you could get the same net effect by having ONE person update a newsletter periodically which gets sent out to anyone and everyone who is interested?

i would think you emailed them at wrong time. when the kilos just got to their warehouse and they are already shipping them out. which is about one week ahead of said ship date 5/20.

i would agree with Jabba, with the weak economy companies need to limit their overhead. they need to look at other alternative to communicate with the public. they do good job in sending out that newsletter, tho...well since i ordered my kilo on 5/1.

These bikes are selling out as fast as we can unload them
but that is no reason for anyone to be rude - and I have weekly meetings on the issue of good customer service

Please PM me a copy of the 'rude' e-mail; so I can get to the root of this issue

We are trying to make ship dates clear on the site
and send out updates on the newsletter very often

I am sorry if any of my employees was rude - that is not part of my system and I will not put up with it. I would love to see this exchange of e-mails

Totally agree... on the website it clearly says if the bike you want is not in stock, keep an eye on the newsletter.

However, there is a dropdown to pre order them in black, blue and green but not orange. Obviously if there was a dropdown for the orange frames I'd never emailed in the first place. Or if it said "orange is not currently available for pre order because..." that would explain it.

Being that there was no mention of it I wasn't sure if it was even available to buy anymore. So I didn't want to just wait around until the end of time watching the newsletter if it was no longer available. Hence the email question.

Is it possible that people may have a question that isn't answered in the newsletter?
And if so what should a customer do if they have a specific question?

I understand the purpose of the newsletter, and I understand that BD has thousands of customers. So do a lot of other companies and they don't s*** all over their customers.

It's fine. I'm not asking for a shoulder to cry on. Just asking if this is their way of doing business or if I just got a d***. Because if this is how they are I'll take my money elsewhere. For those that think it's cool to cr** on people that ask a simple question, that's cool. Give your money to whoever you want.

As far as I've experienced, BD's customer service has been really good to me.

BD reply was posted very close to yours, offering very politely to sort this out. not sure if you saw it before you posted this reply though.

Sorry, not everyone on our staff has access to sailing dates or even knows what all I am working on
And many times I do not know what is coming until I get an invoice with ocean liner BOL

Turns out Orange did just sail
But I just found that out and we have not put on pre-book as we are busy trying to ship out the ones that just came in [which includes a Glitter Blue - that I had never seen myself until today]

There is no excuss for a rude e-mail
and I would syill like to see it
however, we are working as hard as we can to keep everyone posted on our stock and up coming new bikes & colors

As soon as Orange Kilo TT goes up for prepay, a newletter will go out to that effect
That is what the staff should have said - as they can not know exact shipping date to customers until we hear from ocean line and from customs

Some bikes that customers are asking about delivery date on, we can not even get firm date of components yet; these bikes are even six months out

We are always trying our best to keep everyone happy, I am very sorry one of my people did not handle the e-mail in a clear fashion

Please PM me the e-mail so we can learn and get better

If you want a handjob go to the LBS.

If you want a good product for really cheap order it off the internet.

Hey, thanks for your quick response. I'm glad to hear that this isn't the norm from BD.

I also understand that you guys are extremely busy so I appreciate you taking the time to clear it up.

I got the private response to the thread and attempt to forward the emails to you that way.

Thank you
and here is new Glitter Blue that is not posted yet on site

http://i161.photobucket.com/albums/t...KiloTTBlue.jpg

http://i161.photobucket.com/albums/t...loTTBlueTT.jpg

"If you want a handjob go to the LBS."

Wow, I must be going to the wrong LBS.:-)

That blue looks really nice! I'm just a geek for orange stuff. But honestly the blue might be nicer.

Clearly

Bike shop or "massage parlor"?

Seriously, though. Your bike shops must really be bad. Mine are awesome. When you buy from the internet you get little to no real customer service. You may pay a small bit more at a shop, but you get lots of customer service. Try mailing a bike back for a free tuneup or a warranty repair. That is a real pain in the butt.

Same-day, over the counter service does not exist online. Period.

Ooh look at mr. classy with all of his non sexual references n' stuff. Haha


No, but yeah.

hahaha

Very cool!

That blue looks awesome! I wish that was available when I bought mine.