New Horizons Sports Inc

Hi , I bought a bicycle from this business for [redacted] and 5 hrs later I called to cancel the order because another bike place had emailed me and told me they had the bike I wanted and were exchanging my previous order and shipping the new one. This bike was of better quality for [redacted] . I didn't see a no canceling order policy, ( especially within 5 hrs.) And the merchant did not tell me there was no canceling this order if I changed my mind. At the moment the charge is in dispute with American Express . The merchant wanted to make me take a [redacted] store credit which I do not want. Since I already found the bike I want for half the cost as well. I told the merchant I will never be coming to his store again and just wanted the charge off my card . After canceling the order he then told me it's his store policy to only issue a store credit if a bicycle is ordered. He said he couldn't cancel the order , (which I doubt is true) So I then offered to pay return shipping and he still stated he couldn't cancel the order even though it wasn't shipped yet. Then I said don't open the bike when it arrives until the dispute is over so it can be returned , so he opened it when it arrived anyway.This merchant is so desperate to sell something he has no regard for the customer. Have already posted to [redacted] and are seeking legal advise.There policy online does state 30 day money back satisfaction. I have received nothing from this merchant and don't ever want anything now . But I still have a [redacted] dollar charge on my credit card.Product_Or_Service: Fat bike 26"Desired SettlementMerchant should take charge off my credit card and should have taken my generous offer to pay return shipping . He should have just canceled the order .Business Response Mr. [redacted] came in Tuesday [redacted] 9 to see if we could get a [redacted] in the 2014 year model by the weekend. Mr. [redacted] said he had ordered a different brand bicycle from an on-line site in Texas but returned it and canceled that order since that bicycle did not meet his needs. He indicated that the [redacted] model would fit his needs and that he found said bicycle available at a reduced price at a dealer in [redacted] 4 hours away. We told Mr. [redacted] we could meet pricing with freight and with our required deposit to have the bicycle in the shop by Thursday [redacted] and built for pickup on Friday morning [redacted] Mr. [redacted] requested to put full deposit on his [redacted] card because the bicycle was being shipped ASAP and would be ready for pick up on [redacted] Mr. [redacted]'s first contact concerning cancellation was an e-mail (attached) at [redacted] PM [redacted] Since we close at 5:30 PM we did not see this e-mail until the next day. I spoke to Mr. [redacted] on the afternoon of [redacted] and told him we had no way to cancel his special order with our vendor since the bicycle had already been shipped the day before per his instructions at the time of order. Mr. [redacted]'s bicycle arrived Thursday morning [redacted] and was ready for pickup that afternoon. At that point Mr. [redacted] only communicated through emails and made it very confusing what he was doing with this bicycle. Because the bicycle was paid in full it belonged to Mr. [redacted] and we made no attempts to sell it. We did not receive info on a chargeback from [redacted] until [redacted] Mr. [redacted] initial chargeback request to [redacted] indicated he was aware but not pleased with our Special Order Policy and subsequently was refused by [redacted] without any contact to us or dispute from us. The second chargeback case #YXXXXXX stated the we failed to deliver product. We did not fail to deliver the bicycle was ordered and ready for pick up when we promised.The only contact we had with Mr. [redacted] prior to his submission of a chargeback was to hold his bicycle until he could decide what to do with it.Mr.[redacted] failed to pickup his special order and that is why we disputed the reason for the chargeback but indicated to America Express that we would not dispute a refund for any legitimate purpose. On [redacted] Mr [redacted] filed a third chargeback case #YXXXXXX. Our only failure in this transaction was that we failed to have Mr. [redacted] sign a copy of our Special Order Policy.Attached are the e-mails from Mr. [redacted] showing he was aware his bicycle had been shipped from our vendor and that he was aware of our Special Order Policy.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)My emails were not confusing, I told New Horizons bike shop not to open the bike so they could send it back , which they could have canceled it before it ever got there. They never said anything about a no refund policy and told me over the phone they never had me sign anything saying that so they would refund my money. But to this day it is still on my credit card. What I told the bike shop is that an online business exchanged my bike not refunded me and that is why I called to cancel 5 hours later. The business has my phone # but I was never reached out to in a phone call saying they didn't understand my emails I ended up calling them and they said since there return policy wasn't stated to me and they didn't have me sign anything they were going to refund my money. Still after 2 weeks the charge is still pending on my credit card.They told me it was resolved so I am still waiting .