We do apologize that the manufacturer mispacked this item and did not include the hardware. We have ordered the hardware from the manufacturer and it will arrive on Wednesday, June 1st. We will provide the customer with the tracking number when we ship the hardware. This was all in motion before...
this complaint was submitted. The customer is aware of when the hardware will arrive and he has indicated he wants the hardware sent instead of a prepaid label to send the fenders back for a refund.
We apologize for the misunderstanding of our shipping times. The product detail page does state that it takes 2-3 days to ship this item:http://www.niagaracycle.com/categories/clement-ush-700x35-adventure-tire-bl...⇄ addition, on our shipping faq page we state the following. Of particular note is...
the statement that selecting an expedited shipping method does not mean your order will ship the same day. We provide customers with all the information they need to estimate when their order will arrive.This customers order shipped on 9/1/2016 - within 2 business days. It was sent via a 2 day UPS [redacted] and arrived on 9/6 which is 2 business days later. We do apologize that the customer did not have the tires for the weekend like he wanted, however we did ship on schedule with the shipping speed the customer wanted. He is asking for a 50% refund since he did not get the tires when he needed however there is no refund due here. He has an RMA in case he wants to return the tires, and we will refund when we receive the tires back.When will my order be shipped, and when will I get it?Orders ship according to the stated lead time on each product page. If you order a product with an availability of 1-2 days, your order will ship within 1-2 business days. Please see the chart below for examples. An order containing multiple items will ship with the longest lead time item. We do not split ship unless requested to do so. Additional shipping charges may apply on split shipments.Large (25 or more items) or bulk orders may take an extra day or two for processing. When to Expect Your Order (how to estimate - this is not an all inclusive list)Product AvailabilityShipping MethodOrder ArrivesShips in 24 hoursUPS 2 Day Air2-3 business days2-3 daysUPS Next Day Air3-4 business days2-3 daysFirst Class Mail (1-5 business days)4-8 business days1-2 daysUSPS Priority Mail (1-3 days)2-5 business days3-4 daysUSPS Express Mail (1-2 days)4-6 business days*Transit time via UPS Ground is 1-3 days to over 95% of the Continental US. Some zip codes take 4-5 business days, mostly southern TX. AK and HI take 6 business days. Please note if there is an item on your order that is flammable, compressed gas, etc your order may take up to 5-6 business days as these orders need to be shipped via a ground shipping method. If you select an air shipping method it will automatically be shipped ground. For free shipping we use the method that is least expensive for your location. Free shipping takes 3-7 business days.Please note that an expedited shipping method does not mean your order will ship on the same day.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I dont disagree with their statement that the 1.75 does not mean the rim is literally 1.75 inches wide. But it does mean that the smallest tire that you can put on a 20x1.75 rim is a 1.75 tire. Based on that the rim they sent me is wrong. They sent me a 20x1.5 wheel. If you buy a 20x1.75 wheel from danscomp or jrbicycles or any other online shop you get a much wider rim then I recieved. Niagara cycle is guilty of false advertising. The click path I followed to buy specifically gets me to only 20x1.75 wheels and in no way states you will be recievimg a smaller width wheel that could use a 1.75 tire. How in the world after following that click path would I expect recievimg a 1 inch wide wheel? It does not say for tires .5"-1.95". Try putting a 1.95 wide tire on a 1 inch rim as they say is possible and see how that works out for you. What a joke.They are exploiting their lack of product description on their website to deny they owe me shipping costs. By the way I paid for shipping with the original order and wasnt even refunded that! If you read their google reviews this exact same scenario has occured before. I demand they properly update their website with an accurate description so they can't pull thus on anyone else, and refund me in full. Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. As already stated in my original message. I do understand what the company policy states. I contend that it is not a reasonable policy, and any reasonable person would not consider the wheel as "used." I request a 1/2 refund or $25 to resolve the matter. If I do not get this refund, I will continue to pursue this as long as necessary, including stopping by the store in an upcoming business trip to the area. Regards, [redacted]
The tires the customer ordered were discontinued and we had run out of stock. We emailed the customer with options. He filed a claim with Paypal, unfortunately after that is done we cannot send any product so he received a refund through Paypal.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I wanted still wanted the items so I did not cancel the order. I was told they were shipped I wanted till the next day to check the shipping and it says still awaiting items as I attached. According to usps they o lay created a label and no items have been received. Once again I was told it would be shipped and lied to once again... and you can also read the first email they used a 2-3 day shipping window as an example it was stated in the email that the items I purchased were 1-2 day wait times, so again another lie from this company. What does one have to do in order to get what he paid for... they don't believe they lied to me, they don't want to do anything to help the customer, nothing when it comes to shipping no discount for being lied to and for the wait time. Every retailer should operate by under promise and over deliver and I was promised 1-2 shipping time according to what I purchased and according to the first email and what the website said at the time... so here we are a week later no parts and absolutely no items shipped according to usps just a label created... Did they do this just to say it was shipped to make it look like they are fulfilling the order? I honestly after this purchase will never buy anything from this place again and I will write reviews everywhere I possibly can because no customer should have to wait this long for something they purchase, no customer should be lied too numerous amounts of times. If the business is unsure if the shipment date they should of never given an expectation of the order being fulfilled on those dates!... They should act like a business and accept responsibility for their employees actions. I worked retail for 11 years if I messed up even the slightest and set an expectation of when they customer was suppose to receive something and they did not receive in around that time I created an inconvience to that customer by overpromising things and under delivering... This has been a disgraceful experience dealing with this place
Regards, [redacted]
We regret that we are unable to issue a refund for this return. Our return policy clearly states that only new, unused items are eligible for a refund. The customer had installed a tire on the wheel and removed it, and it is all scuffed up. In addition, the customer had a freewheel installed on the...
wheel *and returned it with the freewheel installed*. We can no longer sell this as new and this is our requirement for a refund. We have offered to send the wheel back to the customer if they pay the shipping back to them. The customer service manager and retail manager have both emailed the customer several times to explain the situation and why this is not eligible for a refund. He is insisting to talk to the owner but this isn't something he is entitled to.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[the issue is that I was charged for UPS 2ND DAY and the order was shipped UPS GROUND. You do not return emails and you do not have a valid working phone number. please see attached] Regards, [redacted]
The customer did purchase and receive a 20x1.75 wheel. Wheels are not described by their actual measured size. A 20x1.75 wheel is for a 20x1.75 tire. It does not actually measure 20" in diameter, nor 1.75" in width. There are no " markings to indicate this is an actual measurement. A bicycle...
rim can accommodate a range of tire sizes. This rim will fit any 20" tire from a 1.5 to a 1.95 in width, this is what the markings on the rim mean. The customer sent us a photo of what he received and he did get a 20x1.75 wheel. We only refund shipping costs if the reason for the return is due to an error on part of sending the incorrect item. This information is clearly listed on our website and also on the pack slip included with the order, and also on the RMA form that was sent to the customer. We did advise him when we issued the RMA that he did receive the correct product.
This item was on clearance and we only had one left. We do state in our terms and conditions that clearance items are limited to quantities on hand and we can get more sometimes but if we have to order it will be at full price. We are allowed to cancel orders that there has been a price / inventory...
mistake on. The system did not remove the sale price after the one that we had was sold and we are looking into why that happened as it should have only offered the one for sale that we had in stock. The customer has been refunded in full.
The item had a listed 4-5 business day lead time to ship as it is transferred from an alternate warehouse. The customer had immediate need for the product and wanted to cancel the order. The order was cancelled and the refund is being processed. It takes a few business days for the bank to process a...
We do apologize that the manufacturer mispacked this item and did not include the hardware. We have ordered the hardware from the manufacturer and it will arrive on Wednesday, June 1st. We will provide the customer with the tracking number when we ship the hardware. This was all in motion before...
this complaint was submitted. The customer is aware of when the hardware will arrive and he has indicated he wants the hardware sent instead of a prepaid label to send the fenders back for a refund.
We apologize for the misunderstanding of our shipping times. The product detail page does state that it takes 2-3 days to ship this item:http://www.niagaracycle.com/categories/clement-ush-700x35-adventure-tire-bl...⇄ addition, on our shipping faq page we state the following. Of particular note is...
the statement that selecting an expedited shipping method does not mean your order will ship the same day. We provide customers with all the information they need to estimate when their order will arrive.This customers order shipped on 9/1/2016 - within 2 business days. It was sent via a 2 day UPS [redacted] and arrived on 9/6 which is 2 business days later. We do apologize that the customer did not have the tires for the weekend like he wanted, however we did ship on schedule with the shipping speed the customer wanted. He is asking for a 50% refund since he did not get the tires when he needed however there is no refund due here. He has an RMA in case he wants to return the tires, and we will refund when we receive the tires back.When will my order be shipped, and when will I get it?Orders ship according to the stated lead time on each product page. If you order a product with an availability of 1-2 days, your order will ship within 1-2 business days. Please see the chart below for examples. An order containing multiple items will ship with the longest lead time item. We do not split ship unless requested to do so. Additional shipping charges may apply on split shipments.Large (25 or more items) or bulk orders may take an extra day or two for processing. When to Expect Your Order (how to estimate - this is not an all inclusive list)Product AvailabilityShipping MethodOrder ArrivesShips in 24 hoursUPS 2 Day Air2-3 business days2-3 daysUPS Next Day Air3-4 business days2-3 daysFirst Class Mail (1-5 business days)4-8 business days1-2 daysUSPS Priority Mail (1-3 days)2-5 business days3-4 daysUSPS Express Mail (1-2 days)4-6 business days*Transit time via UPS Ground is 1-3 days to over 95% of the Continental US. Some zip codes take 4-5 business days, mostly southern TX. AK and HI take 6 business days. Please note if there is an item on your order that is flammable, compressed gas, etc your order may take up to 5-6 business days as these orders need to be shipped via a ground shipping method. If you select an air shipping method it will automatically be shipped ground. For free shipping we use the method that is least expensive for your location. Free shipping takes 3-7 business days.Please note that an expedited shipping method does not mean your order will ship on the same day.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I dont disagree with their statement that the 1.75 does not mean the rim is literally 1.75 inches wide. But it does mean that the smallest tire that you can put on a 20x1.75 rim is a 1.75 tire. Based on that the rim they sent me is wrong. They sent me a 20x1.5 wheel. If you buy a 20x1.75 wheel from danscomp or jrbicycles or any other online shop you get a much wider rim then I recieved. Niagara cycle is guilty of false advertising. The click path I followed to buy specifically gets me to only 20x1.75 wheels and in no way states you will be recievimg a smaller width wheel that could use a 1.75 tire. How in the world after following that click path would I expect recievimg a 1 inch wide wheel? It does not say for tires .5"-1.95". Try putting a 1.95 wide tire on a 1 inch rim as they say is possible and see how that works out for you. What a joke.They are exploiting their lack of product description on their website to deny they owe me shipping costs. By the way I paid for shipping with the original order and wasnt even refunded that! If you read their google reviews this exact same scenario has occured before. I demand they properly update their website with an accurate description so they can't pull thus on anyone else, and refund me in full. Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. As already stated in my original message. I do understand what the company policy states. I contend that it is not a reasonable policy, and any reasonable person would not consider the wheel as "used." I request a 1/2 refund or $25 to resolve the matter. If I do not get this refund, I will continue to pursue this as long as necessary, including stopping by the store in an upcoming business trip to the area. Regards, [redacted]
The tires the customer ordered were discontinued and we had run out of stock. We emailed the customer with options. He filed a claim with Paypal, unfortunately after that is done we cannot send any product so he received a refund through Paypal.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I wanted still wanted the items so I did not cancel the order. I was told they were shipped I wanted till the next day to check the shipping and it says still awaiting items as I attached. According to usps they o lay created a label and no items have been received. Once again I was told it would be shipped and lied to once again... and you can also read the first email they used a 2-3 day shipping window as an example it was stated in the email that the items I purchased were 1-2 day wait times, so again another lie from this company. What does one have to do in order to get what he paid for... they don't believe they lied to me, they don't want to do anything to help the customer, nothing when it comes to shipping no discount for being lied to and for the wait time. Every retailer should operate by under promise and over deliver and I was promised 1-2 shipping time according to what I purchased and according to the first email and what the website said at the time... so here we are a week later no parts and absolutely no items shipped according to usps just a label created... Did they do this just to say it was shipped to make it look like they are fulfilling the order? I honestly after this purchase will never buy anything from this place again and I will write reviews everywhere I possibly can because no customer should have to wait this long for something they purchase, no customer should be lied too numerous amounts of times. If the business is unsure if the shipment date they should of never given an expectation of the order being fulfilled on those dates!... They should act like a business and accept responsibility for their employees actions. I worked retail for 11 years if I messed up even the slightest and set an expectation of when they customer was suppose to receive something and they did not receive in around that time I created an inconvience to that customer by overpromising things and under delivering... This has been a disgraceful experience dealing with this place
Regards, [redacted]
We regret that we are unable to issue a refund for this return. Our return policy clearly states that only new, unused items are eligible for a refund. The customer had installed a tire on the wheel and removed it, and it is all scuffed up. In addition, the customer had a freewheel installed on the...
wheel *and returned it with the freewheel installed*. We can no longer sell this as new and this is our requirement for a refund. We have offered to send the wheel back to the customer if they pay the shipping back to them. The customer service manager and retail manager have both emailed the customer several times to explain the situation and why this is not eligible for a refund. He is insisting to talk to the owner but this isn't something he is entitled to.
I'm not asking to retract the complaint. I'm asking to close it.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[the issue is that I was charged for UPS 2ND DAY and the order was shipped UPS GROUND. You do not return emails and you do not have a valid working phone number. please see attached] Regards, [redacted]
The customer did purchase and receive a 20x1.75 wheel. Wheels are not described by their actual measured size. A 20x1.75 wheel is for a 20x1.75 tire. It does not actually measure 20" in diameter, nor 1.75" in width. There are no " markings to indicate this is an actual measurement. A bicycle...
rim can accommodate a range of tire sizes. This rim will fit any 20" tire from a 1.5 to a 1.95 in width, this is what the markings on the rim mean. The customer sent us a photo of what he received and he did get a 20x1.75 wheel. We only refund shipping costs if the reason for the return is due to an error on part of sending the incorrect item. This information is clearly listed on our website and also on the pack slip included with the order, and also on the RMA form that was sent to the customer. We did advise him when we issued the RMA that he did receive the correct product.
We only credit shipping charges if the item does not arrive within the specified time. The order arrived within 2 business days.
This item was on clearance and we only had one left. We do state in our terms and conditions that clearance items are limited to quantities on hand and we can get more sometimes but if we have to order it will be at full price. We are allowed to cancel orders that there has been a price / inventory...
mistake on. The system did not remove the sale price after the one that we had was sold and we are looking into why that happened as it should have only offered the one for sale that we had in stock. The customer has been refunded in full.
The item had a listed 4-5 business day lead time to ship as it is transferred from an alternate warehouse. The customer had immediate need for the product and wanted to cancel the order. The order was cancelled and the refund is being processed. It takes a few business days for the bank to process a...
refund, the customer should see it shortly.