failure to send a necessary bike part. Ignored numerous emails and phone calls.
I bought a bike from this company approx. 2 years ago. Shortly after buying the bike, when I was riding, I lost a bolt. I had to call the company numerous times to finally get the replacement bolt. Shortly, after that I wanted to purchase all terrain tires. The company charged my credit card, but 2 weeks later, no tires. When I called,they said the tires were not in stock yet. I got my refund and ended up purchasing the tires myself straight from the tire manufacturer. On December 29, 2014, I called for tire lock washers. No one answered or called back. On 12/30, I called again and someone answered. I told them what I needed and they said, "not a problem," they will send it right out and get me tracking on it that day. This was early in the morning, so when I did not have tracking by 3pm, I called back. They told me it will take some time, but I will get it that day. I never got it. Called and emailed several time on 12/31 and 1/1 and got no response. On 1/2 I continued to send emails and calls and still no answer. I eventually called off of a different phone number and got an answer. I explained I never got tracking and it seemed he had the wrong email address. When he finally did provide me tracking, it displayed that the product didn't ship until 1/2/15 after 5pm. I then sent an email stating that they lied about sending it out on Tuesday and ******* ***** said, "because it was small, it must have gotten misplaced and that's why it hadn't shipped yet." Misplacing someone's product shows a lack of respect or concern for that person getting their product. There are other reviews online about people not getting parts. I said in my most recent phone call before the product shipped that they should not treat people this way and this is my commuter bike and now it would not be ready when I went back to work and in exchange for the hassle I wanted overnight shipping and they disregarded my phone call. Finally after an email about feeling treated wrongly, I got an exchange of emails, as Mr. ***** wanted me to explain the nature of why I needed to replace these washers. In part of the second to last of these emails, I asked him for a new chain for my bike and when he responded back, he ignored this part of the email. I then asked again, and again, he ignored my email, and as I sit here writing to you, he never answered me about the bike chain.
Although they sent out the washers finally, they never answered my question about the bike chain. I would like a new bike chain, another spare set of the lock washers and the nuts that keep the lock washers on, new rear brakes, a set of the three bolts that hold the bike upright, and any other bolts, washers, nuts, that the company knows people frequently request, so I do not have to contact the company for new parts any time within the near future.
Case # ********: *****, *********
Customer was upset with the lack of communication, again she was notified of the delay. Her piece was delivered, we have contacted her regarding her bike chain as well as the request for the other parts.
(The consumer indicated he/she ACCEPTED the response from the business.)