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Nashbar Direct, Inc.

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Reviews Nashbar Direct, Inc.

Nashbar Direct, Inc. Reviews (4)

This is a formal complaint against Nashbar Direct.
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.

Review: They canceled an order for "Louis Garneau Pro Feel 2 Bib Shorts" in size small and chose not to deliver the product (not that I did not cancel the order, Nashbar canceled my order), and will not properly issue a refund by voiding the Paypal transaction. The payment is stuck in pending and does not expire until October 2014, at which during any time up until then they can collect the payment.Despite repeated requests, the company refuses and shrugs responsibility for properly issuing a refund when they canceled my order. They also refuse to ship the item, or an equivalent replacement, despite not refunding payment. They should not be able to accept payment, place a hold on money for the payment, and leave a loophole that allows them to still collect payment at a later date. At the same time while not issuing a refund, they have shown no intention of shipping the ordered items or a suitable substitute. There is a reasonable expectation that orders should be fulfilled in a timely manner, and if not then a refund should be issued in a timely manner. Not in a year from the order date, or waiting indefinitely for fulfillment. The company has continually refused to be cooperative or work with Paypal to void the transaction, and continues to insist they need to access my account to remove authorization. Because they accepted payment via paypal, if they choose to cancel the order not accept the payment it is their responsibility to void the transaction rather than leave it in limbo. They have repeatedly made baseless and/or non-applicable excuses, such as:1) Insisting charges go away after 10-14 days, despite the fact it has already been nearly a month2) Claiming they can not void the transaction, contrary to what paypal says3) Claiming I need to drop authorization, which is not possible once authorizedDesired Settlement: Since the company claims they are incapable of properly refunding the money in a reasonable and timely manner, I request that they fulfill the order they canceled and expediently deliver "Louis Garneau Pro Feel 2 Bib Shorts" in size small in a timely manner.

Business

Response:

I have contacted Pay Pal on behalf of [redacted]; the authorization for the order placed with Bike Nashbar has been removed. I apologize for the frustration [redacted] experienced. He tried to place an order for a returned item that was deeply discounted. The inventory on this item was limited and orders were processed as they were received. Unfortunately the supply had been depleted before his order was submitted. The current price for a new pair of Louis Garneau Pro Feel 2 Bib Shorts is $69.99; I would be glad to offer [redacted] a 20% discount and waive the cost of ground shipping to his home. Please feel free to contact me if I can be of additional assistance.

Sincerely,

Sue Shuck

Bike Nashbar

Customer Service Supervisor

Phone: 1-888-344-7707

E-mail: [email protected]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I find the solution to be in bad faith, considering they waited over *0 days from the original cancellation date to issue a refund, the cancellation being their fault. Then they waited two weeks after I specifically asked for a timely refund while making up excuses why they could not. And they did nothing for over a week despite telling me they were going to issue a refund, leading me on a wild goose chase so they could try to not refund payment. This simply shows how unethical and deceptive their customer service is.

This is ultimately because they did not want to honor their order/contract which they accepted and later canceled. They failed and refused to fulfill the order or issue the refund or act in any manner appropriate for a merchant until contacted by the Revdex.com. They essentially wanted to take my money and not deliver on any product or services. Now they want me to order the same item at an increased price. $69.99 at 20% off ($55.99), almost twice as much as the original $*0.14. The offer is next to worthless anyways. The company frequently runs store wide 20% off sales multiple times a month. The offer is nothing special except that it lets me order on a non-sale day.

I already told them repeatedly that they failed to make a refund in a timely manner, as should be expected when they (not me) canceled the order, and should have sent my order instead which was completely within their power to do so, since they complained that it was not in their power to issue a refund, which is a bald faced lie. The constantly refused to do either until contact by the Revdex.com. Not only did they not honor the order/contract. They wanted it to be a one-way street where they would not have to refund the money either.

Sending the original ordered item at the original order price is the least they could do for trying to borderline scam me and take my money without delivering.

Regards,

Review: JUN This is a formal Complaint against Nashbar, an internet retailer of road bike partsI contacted Nashbar by internet on Friday, June 6, 2014, by e-mail and by chat regarding information on a Nashbar brand road tire, wire bead, x 23C, under the model NT-DURC, Nashbar Duro Comp Road Tire, Wire Bead, all blackIn chatting with the service representative, he did not know the mileage of the rubber treads and he had no knowledge of the thickness of the treads, subtreads, and casingHe attempted to conceal that the tire did not have a puncture layer in the subtreadI spent minutes trying to extract real performance and construction information and the lack of information is not acceptableI requested a manager review for: (1.) 30% discount (2.) Free shippingRequests for manager reviews were sent by chat, and then subsequent e-mailsOn Tuesday, June 10, 2014, I telephoned in to followup about the lack of response from the Manager to my Sales inquiryThe Manager failed to provide a 30% discount on the subtotalI was then quoted almost 10% add on in taxes for the State of California, when the internet retailer operates in a different jurisdictionI spent another minutes by phone going by and forth, with the manager and service representative not honoring my requests for products and servicesHad my wishes been respected, I informed them clearly that I was prepared to transmit a PayPal paymentThere is a lack of attention to the details of executing retail business and a commitment to customer service, which is the only priorityInternet retail is interstate commerce.Desired Settlement: I would like Specific Performance on:(1.) Adherence to my written requests by chat, e-mail, and phone conversation recorded on my AccountI am a member.(2.) Purchase of or units of Nashbar Duro Comp road tire, all black, wire bead only, x 23C.(3.) 30% off--a real sale--taken off the online list priceThese tires cost the company $per unit to purchase from the factory.(4.) Free shipping on this Order and subsequent orders.(5.) Application of appropriate credits
Business
Response:
[redacted] chatted with a Performance tech and a customer service representative asking questions and requesting a discountWe answered all his inquires to the best of our ability and explained to him that no additional discounts on merchandise or shipping could be extendedBelow is a copy of the chatPlease feel free to contact me if I can be of additional assistance
Sincerely,
Performance, Inc
Customer Service Supervisor
Phone: [redacted]
E-mail: [redacted] (1:46:PM) : I need technical information on tires, x 23C, Fat Friday sale promotion, and free shipping
System (1:46:PM): [You are now chatting with [redacted].]
[redacted] (1:46:PM) : Hi How may I help you?
[redacted] (1:47:PM) : I have contacted you about Nashbar tires
[redacted] (1:47:PM) : I need to know the minute details in technicals and differences between the Nashbar Duro Comp x 23C and the Prima Plus
[redacted] (1:49:PM) : The Duro Comp uses a more durable longer wearing tread compound compared to the Prima
[redacted] (1:50:PM) : Casing is the same
[redacted] (1:50:PM) : Not from a marketing standpoint, but from a real on the road experience, how many years will the Duro Comp treads last, and is there a wear indicator?
[redacted] (1:51:PM) : There is no way to answer that as that will depend on how you ride and the road surfaces you ride
[redacted] (1:51:PM) : There is not a wear indicator on the tires
[redacted] (1:52:PM) : I ride in Los Angeles, urban roads, with urban debris, glass, bottles, rocks, nails, potholes, smog
[redacted] (1:52:PM) : Sorry, I have not way to tell you how long a tire will last you
[redacted] (1:52:PM) : How long as they marketed to last?
[redacted] (1:53:PM) : There is no such marketing for wear
[redacted] (1:53:PM) : It is the most important attribute of a tire
[redacted] (1:53:PM) : We do not specify that as there is no way to determine how many miles a rider will get out of a tire
[redacted] (1:54:PM) : What have the purchasers and users of the tire reported about miles of tread life
[redacted] (1:55:PM) : Nothing as far as mileageRiders report that the Duro Comp provides good puncture resistance and does not wear as quickly as a more racing oriented tire
[redacted] (1:56:PM) : The Primawill wear a bit quicker as it used a softer tread compound but the puncture resistant belt will provide some extra puncture resistance
[redacted] (1:56:PM) : What feature in the casing provides the puncture resistance and its effectiveness for protection?
[redacted] (1:58:PM) : It is not the casing but the Kevlar belt between the casing and the tread material
[redacted] (1:59:PM) : Right, the Kevlar belt properties just beneath the tread (subtread)What are the properties?
[redacted] (1:59:PM) : Properties of Kevlar?
[redacted] (2:01:PM) : Look I am not a manufacturerKevlar is a tightly woven fabric material that helps prevent punctures
[redacted] (2:02:PM) : The tire is built of tread, subtread/kevlar/puncture belt, casing, how many MM of thickness in each layer?
[redacted] (2:02:PM) : I have no idea
[redacted] (2:02:PM) : You should have access to a tire and be able to give an estimate
[redacted] (2:03:PM) : If this is the type of information you are wanting you may be better off contacting an actual tire manufacturer like Michelin and Continental for those specifics
[redacted] (2:03:PM) : As a retailer we do not have that specific information for any tires we stock
[redacted] (2:03:PM) : It comes under the Nashbar branding and I am coming to you for the information
[redacted] (2:04:PM) : Unless of course it is actually provided by the manufacturer which for the vendor of nashbar tires, it does not
[redacted] (2:04:PM) : This is basic information about production quality and performance
[redacted] (2:05:PM) : Sorry I do not have the information you are wanting
[redacted] (2:06:PM) : How does the Nashbar Duro Comp compare with a Continental Gatorskin tire, considered to be, and I have used it, in pucture protection and speed performance?
[redacted] (2:07:PM) : The Gatorskin would be more durable and puncture resistant and also due to the tread compound of the Gatorskin have have a more supple feel and in my opinion handle better especially in cornering
[redacted] (2:08:PM) : Gatorskins are the most durable tire we stock(in my opinion)
[redacted] (2:08:PM) : Agreed
[redacted] (2:08:PM) : What is the highest pressue PSI of inflation on the Duro Comp?
[redacted] (2:09:PM) : 125psi
[redacted] (2:09:PM) : Check
[redacted] (2:09:PM) : What is the speed and performance feel on the road of the Duro Comp?
[redacted] (2:11:PM) : Not as supple as a race tireI find it a bit harsh feeling on rougher surfacesHave not notice usual rolling resistance compared to most tires in this price range
[redacted] (2:11:PM) : How fast does it roll?
[redacted] (2:12:PM) : I have no ideaThere is not really a way to measure that
[redacted] (2:13:PM) : Every road bike has a feel, and the feel has a lot to do with the pressure and the tires? How fast does it feel compared to other tires?
[redacted] (2:15:PM) : That is a very subjective measurement and as you said not just related to the tireAs I stated it does not feel to have any undue rolling resistance compared to other tires in that price rangeDoes it offer less rolling resistance than a race tire like the Continental or Michelin Pro Ra
[redacted] (2:16:PM) : So, it is not a race tire, but rides fast
[redacted] (2:17:PM) : Definitely not a race tire
[redacted] (2:17:PM) : Is it a beater?
[redacted] (2:17:PM) : Nojust a good training all around tire
[redacted] (2:18:PM) : That's actually a fine answer
[redacted] (2:18:PM) : What does it perform on cornering? And, does it use two compounds of rubber for a difference in the center tread and the side walls
[redacted] (2:19:PM) : Yes this has a dual compoundit is not a race so will not stick as well on tight corners but not going to break loose either
[redacted] (2:20:PM) : Continueing, so how are the cornering properties for training use, 20-miles average ride?
[redacted] (2:21:PM) : Should be fine for thatThis is not something you can put a number on
[redacted] (2:22:PM) : The most important aspect of the tire for training is to not get an object penetrating the subtread at puncturing the tubeHow does this design protect and how well does it protect through the use of the subtread layer?
[redacted] (2:24:PM) : For the Duro tire it does not have a kevlar barrier so puncture resistance comes from the thicker and harder tread compound
[redacted] (2:25:PM) : So, you are saying that there is NO KEVAL subtread? Where is the protection?
[redacted] (2:25:PM) : NO KEVLAR
[redacted] (2:27:PM) : For the Duro tire it does not have a kevlar barrier so puncture resistance comes from the thicker and harder tread compound
[redacted] (2:27:PM) : Then, how thick is the tread with no subtread layer?
[redacted] (2:28:PM) : I have no ideahave not measured nor do I have that information
[redacted] (2:28:PM) : You need to find out
[redacted] (2:28:PM) : Tire still has a casing and extrusion layer for the tread
[redacted] (2:29:PM) : So, in your experience, how effective is a tread layer specific in fighting off harsh elements and keeping the rubber tube intact? What is the incidents of flats in six months?
[redacted] (2:31:PM) : Seems to be a durable tire and does a good job of puncture resistanceHave no way to determine flat incidents
[redacted] (2:32:PM) : You should have a general feedback from users and the manufacturers of the efficacy (usefulness) against punctures
[redacted] (2:32:PM) : Only feedback would be the customer reviews on the product page
[redacted] (2:33:PM) : How good and or quality of the tread is doing the job?
[redacted] (2:34:PM) : We do not get returns related to the tread failing or coming apart and as this is not an issue reported in product reviews, then the tread would be doing as intended
[redacted] (2:35:PM) : So, you are saying that you never get returns on this product, or the returns ratio is very low?
[redacted] (2:35:PM) : Returns are low and have not heard of any issues with the tread
[redacted] (2:35:PM) : [redacted], that is great news
[redacted] (2:35:PM) : What is the warranty or product guarantee from Nashbar behind this item, and how easy is it to return and replace
[redacted] (2:36:PM) :
At Nashbar, we guarantee your 100% satisfaction with every product we sellIf an item does not meet your expectations, just send it back and we will promptly send you a replacement, a refund or credit your account - whichever you preferNo time limitIf you are not happy with anything you buy from us, send it back
[redacted] (2:36:PM) : You will honorable furnish a replacement
[redacted] (2:37:PM) : we will promptly send you a replacement, a refund or credit your account - whichever you prefer
[redacted] (2:37:PM) : Well done
[redacted] (2:37:PM) : Your website is running a Fat Friday promotionCan you give me a promotion code to use on my prospective purchase?
[redacted] (2:38:PM) : I am in the Product Technical Support departmentOur Customer Service representatives[redacted] or [redacted]) will be happy to help you with thisI can transfer this chat to them
System (2:38:PM): [You have been transferred to queue: Nashbar Customer Service Chat]
[redacted] (2:38:PM) : OK, let's finish with a few questions, and then go to customer support
System (2:39:PM): [You are now chatting with[redacted].]
[redacted] (2:39:PM) : Do you have knowledge of an industrial or bicycle specialty tape that is used to tape onto nylon tire casing?
[redacted] (2:41:PM) : I do apologize, You will need to speak with our product supportI may transfer you back if needed; however in regards to the fat Friday saleThe prices shown is the final sale price
[redacted] (2:41:PM) : Stay on board
[redacted] (2:41:PM) : Your website is running a Fat Friday promotion, can you offer a Fat Friday promotion code on a discount off the subtotal of a purchase
[redacted] (2:43:PM) : I do apologize, Are you stating you have a coupon promotion that you would like to use in addition to the Fat Friday sale?
[redacted] (2:43:PM) : I would like a discount code
[redacted] (2:44:PM) : We do not have a current promotion to offerThe Fat Friday sale is the only offer we have at this time
[redacted] (2:44:PM) : There is no discount to make the sale
[redacted] (2:45:PM) : I would like 30% off to make a sale for purchase of at least items
[redacted] (2:46:PM) : I do apologize, The offer today is only on the selective itemsThe prices are as markedWe do not have a 30% off promotional code to offer
[redacted] (2:46:PM) : The computer systems in retail always have a method of entry to apply a price reductionI worked in retail for years
[redacted] (2:47:PM) : We are only able to honor the prices currently shown
[redacted] (2:48:PM) : The situation needs to be escalated for a manager approval then
[redacted] (2:49:PM) : I do apologizeI have been advised that we are unable to offer a 30% off discount
[redacted] (2:50:PM) : As I stated, all retail establishments run sales and discounts are always applied into the checkout system easily
[redacted] (2:51:PM) : I do again apologize, We are only able to offer the current prices shown, We do not have a additional discount promotion to offer you at this time
[redacted] (2:52:PM) : You are receiving improper advicePlease transfer this to a supervisor
[redacted] (2:54:PM) : If you would like, You may forward your contact information I will forward this request to a supervisor
[redacted] (2:54:PM) : I would be happy to provide you with all information to make a saleI appreciate Nashbar
[redacted] (2:55:PM) : Shipping Address: [redacted], [redacted] (2:55:PM) : Desired Sale:
[redacted] (2:55:PM) : 30% off total expense of purchase
[redacted] (2:55:PM) : Free Shipping cheapest method USPS First Class Commercial Rate
[redacted] (2:55:PM) : Items that I am interested to purchase:
[redacted] (2:56:PM) : Specifically:
[redacted] (2:57:PM) : units road tires: Nashbar Duro Comp, Wire Bead only, x 23C, all black, PSI, NT-DURC
[redacted] (2:57:PM) : with discounts and savings applied to save me cost of purchase
[redacted] (2:57:PM) : Your payment will come by PayPal or by paper check and the Sale will be done
[redacted] (2:58:PM) : Please advise your contact telephone number so I may forward this information
[redacted] (2:58:PM) : Shipping Address: Provided
[redacted] (2:58:PM) : Mailing Address: [redacted] (2:59:PM) : Telephone: [redacted] (2:59:PM) : I will forward this information to a supervisor upon your request
[redacted] (2:59:PM) : Customer #:[redacted] (2:59:PM) : I appreciate you and look forward to giving you this sale
[redacted] (2:59:PM) : One more item
[redacted] (3:00:PM) : Information I need: An industrial application/road bicycle tire application two sided tape for binding nylon to nylon or nylon to rubberLooking for general product description on this specialty tape roll
[redacted] (3:01:PM) : God bless and the day is yoursKind Regards, [redacted], All RIghts Reserved, Without Prejudice
[redacted] (3:01:PM) : Good Day
[redacted] (3:03:PM) : One moment please so I may check on the product question for you
[redacted] (3:06:PM) : I have spoke to our product support and we regrettably do not carry this type of item that you have requested
[redacted] (3:07:PM) : If you come across something, e-mail me:
[redacted] (3:07:PM) : [redacted] (3:07:PM) : You have all my contacts
[redacted] (3:08:PM) : Is there anything else I may assist you with today?
[redacted] (3:08:PM) : I would like to try and make the presented SaleThere is nothing further at this current time
[redacted] (3:09:PM) : Thank you, All the information has been forwardedHave a nice day!
[redacted] (3:09:PM) : Thank youGod bye
System (3:09:PM): [Customer [redacted] has left the session]
System
Consumer
Response:
I have reviewed the offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaintFor your reference, details of the offer I reviewed appear below
Regards,
The e-mail chat was the first contactIt does not disclose all the facts
I subsequently telephoned into the Nashbar Customer Service number to inquire about the purchaseNashbar has aggressive online marketing where it makes promises to customers that they offer special savings and discounts on bicycle productsTherefore, I specifically requested the following criteria to be approved by a Supervisor, specifically:
(1.) 35% off the list price of the Nashbar Duro Comp Road Tire, x 23C, all black, wire bead2-units based on discountModel #NT-DURC
(2.) Free shipping
(3.) Any other savings
Nashbar is an internet companyNashbar proceeded to access an incorrect calculation on Sales Tax for the State of California which is 9.25%There assessment was for 12%, because a computer does the math, and their workers don't have the ability to calculate correct numbersCustomer should not be expected to pay for calculation errors and math deficiencies of staffFurthermore, this is an internet retailer that sells across all states and foreign countriesNashbar is not domiciled in the California Republic and should not access a sales tax because it is not operating a business in this jurisdictionA basic business principle is that customer's needs come firstNashbar has not been honoring my requests for specific products and pricing
I want to repeat and have it understood that followup conversations took place and that the customer criterias were ignored, and there was miscalculation of sales tax, all which willfully, with intent, are put in place to inflate the total due to Nashbar, rather than SAVE the customer money and deliver valueNashbar needs to be honest and come to an understanding about how it wants to treat its customers, and what value it has for its customers
I have repeatedly asked for a Supervisor approval to make this sale

Review: On December 19, 2014, I contacted Nashbar using their online customer service option regarding honoring prior claim they would “price match” an in-stock item. Before Christmas, I was putting together an order and was also interested in additional merchandise that was supposedly discounted, Men’s Nashbar cycling bottoms at $19.00, etc. On this same date, Nashbar’s representative responded and asked for more particulars. Subsequently, on December 20th I had replied and provided the requested information. Nashbar did not respond. Shortly afterwards, a timely follow up inquiry to Nashbar customer service was made on December 23rd… to date, again, no response. The advertised discount offer I was relying upon to put an online order together had since passed and I am prejudiced by these unfair business practices. This Revdex.com complaint follows.Desired Settlement: It is respectfully request that this Revdex.com serve complaint for business response, for respondent to issue complementary order in light of unfair business practices, and for any other relief fit in the premises. Thank you.

Business

Response:

Business Requested Response to Not be Published.

Business

Response:

Business Requested Response to Not be Published.

Consumer

Response:

Business Requested Response to Not be Published.

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Description: Bicycle - Dealers, Mail Order & Catalog Shopping, Internet Shopping

Address: 6103 State Route 446, Canfield, Ohio, United States, 44406

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