ComplaintsforThe Bicycle Garage

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a new mountain bike form this store 06/27/2024. When I pick up the bike, I found out the fork switch is a little bit loose, but I didnt realize the fork is broken. After ride the bike once the same week, I realized the fork air chamber is broken, and the lock was not working. I bring the bike back. They said they need to send the fork bike to the manufacturer to fix it, it will take at least one month. I think it is not fair I need to wait more than one month for it to be fixed for I just bought the bike two days earlier. I want to return the bike, they refused and try to charge me a significantly amount of restocking fee.

  Business response

  07/25/2024

  Acknowledged when customer raised issue. Would need to submit a  service/warranty request to the shock manufacturer. This requires the rear shock to be sent in to the manufacturer for service/evaluation. This is standard practice/ process and a requirement on the part of the component manufacturer. Estimate on turnaround from them is currently 2 weeks.  Must also take into account 3-5 days transit each way because they are located back East.  In the interest of transparency and to level set, it was communicated that it could actually be longer than 2 weeks because it is peak season. Customer was not happy with the wait. Explained that we understand the frustration, but this is the process and we have no control over the time. This issue can be addressed and fixed, but the rear shock has to go back. Customer wanted a loaner bike in the mean time. We do have a loaner bike, but it is not of the same type. We do not have a rental fleet. The loaner bikes we have are street bikes, not trail bikes. Customer was not interested in a street bike. So customer wanted us to replace the rear shock ourselves with one from a bike on the floor. We do not have a matching rear shock on hand or a substitute. Rear shock must match both in level and bike frame size. Customer then wanted to return the bike. Problem is that the bike has been well ridden and also crashed (possible more than once, at least once) with visible scratches and scuffs. We can not take the bikes as a return in that condition. We did find a workaround in conjunction with another shop to supply a replacement, but this took time to work out. This approach was voiced before the customer logged a complaint with the ********************. We were going above and beyond.

  Customer response

  07/26/2024

  Better Business Bureau:
  

  This business reach out and says they can find me a brand new replacement shock and replace the broken shock by this week. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I saw a bike for sale from their website. I called and bike is still available. I purchased it online and went to pick up the bike. **** (owner) did NOT give the bike as there was price error. A charge on my credit card card went through. **** is now offering the same bike at a higher price. I noticed also that she changed the price on their website after my visit to the store. The store is now crediting me the purchase charge but I want the bike. I went also to ************** station and was told that I have to bring this up to BBB or file a civic complaint.

  Business response

  09/30/2023

  I was pulled aside early afternoon on September 20th by an employee who said someone was here that just bought the red Pinarello on line for $2600. I was in shock because the retail price of that bike is $5800. ****************** was standing in front of the bike with another person. I explained that I don't know how or why the bike was listed for $2600, but that there must have been a technical glitch or hiccup and I can not sell the bike for that amount. It is well under cost at that price. ****************** said something along the lines of he had already purchased it, it is now his. The person he was with said I need to go back and get the difference from "the company" and I need to know all the listings I have up, I can't just not sell the bike now. It was an odd and tense exchange. I got the impression they had planned to walk in and just take the bike out of the store. I went and stood in front of the bike, apologized, acknowledged the inconvenience and said I was going to refund the purchase. They left telling me set the bike aside, they will be back for it. I went and refunded the purchase once they had left.

  Key piece of this story that ****************** left out is that he had called shortly before asking about the price. My employee told him the price of $2600 was wrong and that the price was $5800. As soon as they left my employee told me that ****************** had just called and asked about the bike and price. **** my employee had told them the price they saw on line was wrong. I have included the time of he call per caller ID, ****'s written  recount of the call and my prompt refund to ******************. At 2:41 ****************** called and told me he was at the police station and going to file charges and then a civil suit. I told him he had called earlier and was told that $2600 was not the right price. He studdered and said no, he said you would call me back. (Exactly, call him back with the right price). So he called at 1:04, bought the bike on-line at a price he knew was incorrect at 1:13, and then came to the store 1:20 - 1:30 hoping that this could be finalized before the error was corrected I assume. 

  When people come in to collect their orders they usually come to the front cash wrap or call after placing it to confirm pick up time. This explains why they by passed the cash-wrap where I was and went looking straight for the bike

  In addition, on-line orders are exactly that, orders. Sales are not finalized until they are run through the store POS system and vetted (mostly for fraud/security protocols). They take ***** hours to process, sometimes more.  The purchaser gets a store receipt and a serial number. No one places an order and has it released 15 minutes later on that alone

   

  Customer response

  10/05/2023

   
  Complaint: 20633858
  
  I am rejecting this response because:

  See my responses. 
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩