Complaints

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• Initial Complaint

  Date:26/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought what was supposed to be a brand new bicycle rim, in late July 2024, when i pui it on my bike i noticed my whole bike s5arted wobbling, when i checked the tire i noticed the rim was very much out of alignment and was making my bike unuseable and dangerous. The rim i purchased was not "true" and was sold to me as defective. When i returned the rim and asked for a replacement they assured me that they would "do right by me" and order a replacement rim, they gave me a number for support on there system, 000115463
  and contact me. After several weeks of them telling me it was on "back order" i realized they were just trying to blow me off, then they tried to make it look like i was at fault. Of course.

  Business Response

  Date: 13/09/2024

  Customer’s Statement of the Problem:
  

  
  I bought what was supposed to be a brand new bicycle rim, in late July 2024, when i pui it on my bike i noticed my whole bike s5arted wobbling, when i checked the tire i noticed the rim was very much out of alignment and was making my bike unuseable and dangerous. The rim i purchased was not "true" and was sold to me as defective. When i returned the rim and asked for a replacement they assured me that they would "do right by me" and order a replacement rim, they gave me a number for support on there system, 000115463 and contact me. After several weeks of them telling me it was on "back order" i realized they were just trying to blow me off, then they tried to make it look like i was at fault. Of course.
  

  ================================

   

  I have reviewed the case and would like to respond to this issue. 

  
  First, the reference number that was supposed to have been supplied by us is not a number that we use. There is no such number in our system and it was not given by our staff. Your reference number is 28528 and your original purchase was 27418. The wheel was purchased May 31, 2024 and returned to us July 22, 2024. So, the return was almost 2 months after the purchase.

  For clarity, the customer is referring to the roundness of the wheel when he speaks of it not being true. Whenever we sell a wheel, we check to make sure it is true, that it spins in a smooth circle and the rim does not wobble back and forth when spinning. This wheel would have been true when it was sold. Many things can cause a wheel to go out of true. Potholes, curbs, jumps, and bumps would be damage caused by riding and not covered by warranty. Sometimes a wheel will lose its true because one or more spokes lose tension during the break-in period. When  that happens, under normal circumstances, we would use special tools and skills to true the wheel, and this would have been done at no charge. This is what we meant by stating that "we would do right by him." 

  Unfortunately, the customer attempted to repair the wheel himself before bringing it to us. This is evidenced by the fact that the spoke nipples that hold the tension on the spokes were badly damaged prior to bringing the wheel to us. This is caused by using the wrong tool and/or over tensioning the spokes. The tools we use would not cause this type of damage. The proper tools used to adjust spoke tension will not work properly on badly damaged nipples, making a fairly easy adjustment into an impossible situation requiring a complete new wheel. So, the customer is correct when he states that we implied it was his fault.
  

  We did not install the wheel on the bike, so we could not determine if the wheel was installed properly, or working properly on the bike. The wheel was sold "over the counter" to be installed by the customer. If the wheel was not true at the time of installation, we would expect it to be returned within a reasonable time without using it or causing further damage. If the wheel was defective, or needed adjustment, we were not given the opportunity to make that determination before it was damaged beyond repair.

  As for the backorder issue, there is nothing we can do about that. Since 2020 we have had many items that have been difficult to get. This has eased considerably, but still many items are in greater demand than the supply allows. In this case, it appears as though we will be able to access a similar replacement wheel within about 2 weeks. Due to the extensive damage to the spoke nipples, which is key to resolving the issue, we cannot warranty this item.
  

  We are happy to consider any comments or recommendations from the Bureau on this matter.

  
  

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  Customer Answer

  Date: 13/09/2024

   I am rejecting this response because: The comments made are false and not factual, i did not damage the wheel by any attempt to "repair" it and the wheel was not shown to me to be "true" when it was sold to me. I asked and took there word for it when they said it was "true" and not warped, in good faith.  The wheel had a problem almost immediately from my purchase and i brought it to there attention within days, not months after the original purchase. I was told by them it was my tire and not there rim that was causing the wheel to warp.  Now by there own admission it was the original rim and not the tire that was defective. There statements are non factual and an attempt to shift blame to me the consumer. The number provided to me by them is factual and any error is on there part, I'm not responsible for errors in there internal administration system.  They also assured me they would replace the rim and demonstrate to me that the new rim is "true"  They did not follow up on this commitment by there own word.
  

  Business Response

  Date: 19/09/2024

  Everything I said in my original statement is true. I can prove everything quite easily. I have attached a copy of the original invoice 27418 dated May 31, 2024, along with a copy of the work order number 28258 dated July 22, 2024. That is 52 days. The number on the slip dated July 22 is the reference number. That has not and will not change. The note on the receipt describing the issue is the words of the customer, not our words. This is to relay the customer's issue to the technician. There has not been any admission that the wheel was defective. We have not told the customer his wheel would be replaced  at no charge. He was told we would try to repair it but the technicians found the wheel was too damaged to repair. The damage was not caused by us and the wheel was not damaged when it was sold. It does not change anything to call my statements false. We showed the customer the damage that was not caused by us and returned his wheel to him. 

  As for the backorder. We now have one in stock. They are $84 plus tax. I cannot guarantee availability. 

  I won't respond further to any implication that my statements are false. I only stated facts that I can show to be true.

  We cannot warranty a product that was damaged beyond adjustment either by riding or abuse.

  Customer Answer

  Date: 20/09/2024

   I am rejecting this response because:
  The Business is trying to use his "facts" as if they were the truth, the Business is misrepresenting the truth, as he admitted himself by "making it right for me" and when he also stated that when he gets the replacement rim he stated that he would "show you it is true" when he handed over the replacement rim. These were his statements, which i followed up on 2 more times, at 2 weeks later and one month later, re entering the store and on both occasions he reassured me that he would replace the rim at no additional cost to me.