Bike Nashbar

Monday 6/returns forwarded a letter customer had placed with her returned orderShe was upset about being charged for her return shippingShortly after receiving a copy of the letter we called the customer and left a messageto advise her that we do not charge return shipping on defective merchandiseCustomer was never charged for the return of the merchandiseWe also let her know we entered a refund for the merchandise ($9.99) and her original shipping ($4.99) for a total refund of $

Customer placed order on 12/3/15 at 3:40am on line and
selected express shipping which gives an estimated delivery of 2 to 5 business
days. Customer called 12/3/15 at 8:03am wanting to know why his order had not
shipped yet. Called again at 9:28am and two more times before 11:00am. The last
two...

times he had asked to speak to a supervisor and the representative
explained it had not processed yet and continued the assisting customer, she
felt confident that this was an issue she could assist him in.. This was a
situation that the representatives are trained for. At the time we were
extremely busy and a manager was unavailable. Two of the representatives had
called to let him know that his order had processed. Upon looking at his order
this morning I see that one of the representatives has already called to give
him his tracking number. At this time, since the order has already processed
and shipped there is no way we can’t upgrade the shipping nor feel that it is
warranted. Business shipping days are Monday through Friday. Customer should
receive his package no later than Wednesday the 9th since Saturday
and Sunday are not part of the shipping business days. If for some reason the
customer order is not delivered by end of Wednesday He can call us and we then
will assist him further.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted]9, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I had two bike mechanics tell me I need a fork with at least 485mm from axle to crown for a reasonable fit. The fork I was sold was about 100mm too short. I do have an older bike that had an older suspension fork with less than 40mm of travel. Nashbar claims that would work. But it doesn't. This was verified by two bike mechanics. I also noticed on the product reviews on Nashbar's own website that I am not the only one to recognize this problem. Rather than argue the point, since the Nashbar representatives can't argue otherwise without actually seeing the bike, the right thing to do would be to accept the return and pay the return shipping fee. Unfortunately, Nashbar has a history of unethical business practices. Even one of the customer service representatives told me I should be refunded but her manager denied the request with no explanation. On a separate phone call, a customer service rep. even told me I would receive the refund but it never happened. The bottom line is, Nashbar misrepresented the product with an inaccurate product description on their website. Because of this, they should pay for the return shipping.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  I look forward to getting the check this vendor has promised.
Regards,
[redacted]

On 6/9/16 we received back 5 PT-PFP4 pumps. Original order was placed 5/22/15.  We issued a gift certificate for the 5 PT-PFP4 pumps at $34.95 each plus $13.98 tax for a total of $180.74.  Per our return policy if you read the whole policy it states. “If the item is being returned within...

1 year of the purchase date any refunds will be issued to the original payment method used on the order. If the item is being returned after 1 year from the date of purchase a Nashbar Gift Card will be issued for the value of the returned item.” A refund has already been issued back to the customer on a Nashbar gift card for $180.74. However to avoid splitting hairs at this time we will void the gift card and try to refund back to the original payment method. As for the [redacted] Brakes customer stated in prior emails with us that he may have purchased in 2005 or 2006. We were unable to find any records where it had been purchased from us using eight names and three addresses the customer had provided. Since we were unable to verify that the customer had purchased the Tek[redacted] Caliper Brakes from us or that we have ever carried them, we have returned the [redacted] Caliper Brakes back to the customer.

I’m sorry but as stated earlier the Rocky Mounts Backstage Rack (RM-BS) is sold out and currently unavailable for order. I have attached a copy of our website along with [redacted]s showing it is no longer listed on either site. Even though I am unable at this time to place an order for the Rocky Mounts Backstage Rack, we have made several attempts to call the customer to discuss what options we have available. So far customer has not returned our calls from Monday or Tuesday. However we will attempt to contact him again tonight, we would be happy to discuss what options are available.

Monday 6/22 returns forwarded a letter customer had placed with her returned order. She was upset about being charged for her return shipping. Shortly after receiving a copy of the letter we called the customer and left a messageto advise her that we do not charge return shipping on defective...

merchandise. Customer was never charged for the return of the merchandise. We also let her know we entered a refund for the merchandise ($9.99) and her original shipping ($4.99) for a total refund of $14.98.

I’m so sorry we were not able to complete the order for the customer. The item sold out faster than we had anticipated. It is completely sold out. We no longer have the item in stock or on order. We have taken it off of [redacted] as well as our own web site. We have tried calling the customer several...

times. On our third attempt we left a message for the customer to discuss other options. As of yet we have not heard back from the customer.
Again, I would like to apologize to the customer for the inconvenience and disappointment this may have caused. We will attempt to contact customer again this afternoon.

I have just finished looking at our reviews on our Nashbar website The NS-RMF has a 4.5 rating with 19 Reviews. Below is the link to check out the reviews. I'm not seeing any reviews that supports that the specs were not listed correctly.
h[redacted]RMF&catalogId=10052&gast=NS+RMF&langId=-1&URL=Catalog...⇄

I have been a customer of Bike Nashbar for about 26 years. Recently as I have become more involved in the sport of cycling, I have spent thousands of dollars in telephone and online orders with Nashbar. As their prices are constantly changing, I frequently returned new, unused items in exchange for the same item at a lower price, as per their seemingly impressive return policy. This was before I learned that they have a price protection guarantee where they will refund the price if the price drops. However, Nashbar suddenly and without notice started canceling every order I placed with no explanation. When I called customer service, they would not give me an answer and would not place orders for me over the phone. I sent several emails that were all ignored. I called repeatedly and each person refused to explain and withheld information. I eventually received a certified letter in the mail from a Sandy Blevins, a customer service manager, who stated that I am no longer allowed to place orders with Nashbar! I sent a letter back that was ignored. Now they continue to ignore every email I send. It is a bizarre situation where I have spent thousands of dollars with a company and they now refuse my business! This is a quote from their website:

"Forever Guarantee
At Nashbar it’s quite simple: we believe in each and every one of the 10,000+ products we sell - from the most modest of cable ends to complete dream bikes - and we stand behind them 100%. That means if for any reason you are not satisfied, simply return the item and we'll replace it or provide a refund. No muss, no fuss, no time limits. That’s right – we’re talking forever. It's our promise to you and it's the best in the business."

What they don't tell you is that if you take advantage of their offer, they will cut you off as a customer with no warning.