Cycle Gear, Inc.

To whom it may concern,After investigating the matter, we have found no evidence that the helmet was missing or stolen from any of our storesAs stated by the individual filing this complaint, the helmet was purchased through a third party app "OfferUp"Cycle Gear has no affiliation with this app,
and also has no responsibility for any purchases that someone makes through this appAdditionally, we stand by our employee, who turned down this individual's request to remove a security device from merchandise that was obtained through an unverifiable transactionAs is the case with virtually any retail store, if an individual enters the retail store with merchandise that has a security device attached, the security device will only be removed if the individual can provide proof of rightful purchase from that retailerRetail stores will not randomly remove security devices from merchandise, nor will they offer replacements or exchanges for merchandise that is brought in with a security device attached and no proof of rightful purchaseThe individual that contacted us purchased the helmet in question from a third party, and unless the original purchaser of the helmet can verify that the item was from one of our stores, and then sold to this individual that is filing the complaint, we cannot offer any further assistance.In regards to the experience that was described about the phone call with our store, we do apologize if the individual calling felt that we were anything less than helpful We strive to provide excellent customer service whenever we can, and we have reviewed this interaction and advised all of our staff about what we can or cannot do when a situation like this arises in regards to security devices attached to merchandiseOur staff have been advised to get a store manager involved right away, and the store manager will then work through the information available to determine if any merchandise may have been sold without removal of any potential security tags

Initial Business Response /* (1000, 10, 2015/12/29) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX [redacted]
Contact Email: [redacted]@cyclegear.com
Hi [redacted],
I do apologize for the problems you experienced trying to make this purchase. Normally once a sale ends we would no longer...

be able to offer the sale price, but under these circumstances I would be happy to make an exception for you and honor the sale price. If you could please give me a call I would be happy to speak you about this so we can make this right.
Sincerely,
[redacted]
Customer Service Manager