City Bicycles, Inc.

Review: Called half hour after purchase to cancel an order, [redacted] stated it would cost us $35, I said cancel the order. Now he states he has a no return policy.

My wife and I went into City Bikes in Lodi to purchase bikes for our twin granddaughters on Saturday 8-25-13 at 9:49am.

[redacted], the bike shop employee stated that they did not have the type of bikes we wanted, but that he could order them via a catalog.

We found two that my granddaughters liked and ordered them, and [redacted] stated they would be in their shop on Friday 8-30-13.

My granddaughters birthday was Tuesday 8-27-13 and we really wanted them for thier birthdays.

We purchased the bikes and left the shop.

When we were driving away we called a few other bike shops in the area a shop in Stockton stated they had a good selection of the bike we wanted.

So, within a half hour of purchasing the bikes at City Bikes, I called them and spoke with [redacted] who stated that to cancel the order it would cost us a $35 fee to cancel the order. I told him to do whatever he needed to do to cancel the order.

Tday, I called City Bikes and spoke with [redacted] to check on the refund to our account, and now he states that they have a no return policy. our phone number was on the purchase/pickup receipt and did not even attmept to call me and inform me that he would not refund the purchase as he had ample time to cancel the order.

Desired Settlement: Refund of the bike costs, which was $249.99 each plus the tax we paid for them.

Business

Response:

Business' Initial Response

City Bicycles takes pride in it's customer service. City Bicycles has a strick "NO Refund" policy posted clearly in the store and next to the POS. "All Bicycle Sales are final" is also clearly posted in the store. We have these signs posted in clear view to prevent any miscommunication between City Bicycles and it's valued customers. This has and always will be the policy of the store. [redacted] purchased two bicycles with full knowledge the bicycles would take several days to arrive. Both bicycles arrived on time as promised and are ready for customer pick up.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

On Saturday 8-25-13 at 9:49am, when my wife had ordered the bikes (as City Bikes did not have the bikes in stock), [redacted], the Manager informed my wife and I that Electra (the bike manufacturer) was closed on the weekends and that he would place the order first thing on Monday morning. [redacted] informed us that the bikes should be delivered to his shop on Weds or Thursday (8-28, or 8-29-13).

Within 30 minutes of purchasing the two bikes from City Bicycles, I called the store and spoke with [redacted], the Manager and stated that we could get the bikes that day (our twin granddaughter's birthday was Tuesday 8-27-13 and we wanted to give them the bikes prior to their birthday). [redacted] stated that there would be a $35 cancellation fee to cancel the order and I told him to do whatever he needed to do to cancel the order. At no time did [redacted] inform me that there was a no return policy, he just stated that there would be a $35 fee to cancel he order.

In recapping: [redacted] orders the bikes after I called to cancel the order (Cancelled on Saturday 8-25-13, ordered on Monday 8-26-13). And after informing me on the phone that we would have to pay a $35 cancellation fee to cancel the order, which I told him to do so, when I checked our account 4 days after the cancellation it still was not credited to our account and I called to speak with [redacted]. That is when [redacted] states that City Bikes has a no-return policy.

When [redacted] informed me that he would cancel the order, we purchased two Electra bikes in Stockton and gave them to our granddaughters. I did not purchase the other two bikes until after [redacted] told me that he would cancel the original order.

Business' Final Response

In addition to having a strick "No Refund" policy that is clearly posted in the store we at City Bicycles do NOT save customers credit card information. Also, this was a debit card transaction which can not be reversed. Secondly, because we do NOT save customers credit card information the only way to issue a refund is when a customer comes into the store with the credit card they made the purchase with. At that time we can issue a return onto that credit card. The [redacted] never returned for a refund or came into the store to cancel the order. Which is why the order was processed on that Monday morning. Regardless, this all falls back onto the "No Refund" policy which this is why City Bicycles has that policy to begin with.