Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/15/2024

  Type:Delivery 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 placed an order for a front and rear shock for a mountain bike on 7/25/24. The website stated these were new. Upon receiving the shipment I immediately noticed the box was damaged and one the items was actually poking out of the shipping box. Upon opening the box there was minimal packaging and no factory packaging of the items whatsoever! They came in a plastic bag and both items had several scratches/dings. Furthermore I noticed that the items were from 2022 and the rear shock had actually been recalled by the manufacturer as a faulty product and should not have been sold without this disclosure. I contacted the company and told them I will be sending back both products and they acknowledged the items were from 2022 and shipped without manufacturer packaging and accepted the return. I packed the items exactly as they had and returned them. I received an email stating that they will be charging me a 5% withhold charge "as outlined in our terms and conditions and the order confirmation" which is not true. On their own website under returns it clearly states "The consumer benefits from a seven-day period from the date of receipt of the goods to return the item for exchange or refund at no extra cost, except for shipping." Additionally there is no language on the confirmation order that there is a 5% fee for returns. Furthermore they state that they "will need to deduct an additional $150" due to damages of the item during shipping despite the damages having occurred at least partly from their original shipping to me and the lack of proper packing on their part as I packaged the items exactly as they had when I shipped them back. I should not be responsible for a 5% fee for returning an item that was not as advertised and not disclosed to be defective and furthermore I should not be charged for "damages" that were a result of their improper packaging of the items that were already damaged upon my receipt. I request a full refund of my order for $1,223.56.

  Business Response

  Date: 08/16/2024

  Thank you for sharing your concerns with us.

  We understand the frustration regarding the packaging condition upon delivery. However, we were never notified of any issues with the packaging or damages at the time of delivery, either via email or phone, unlike the concerns you raised about the fork being from 2022 and your request for a post-sale price match. 

  Please note that our return policy, which includes the 5% restocking fee, is clearly outlined during the checkout process. This fee is necessary to cover transaction and administrative costs. Regarding the $150 damage fee, we want to clarify that the damages observed upon return were not reported when the items were first shipped to you. (We have agreed to waive the $150 damage fee in this case as a gesture of goodwill).

  We hope this resolution is satisfactory, and we are committed to improving our processes to prevent such issues in the future.

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased a second meta sx for the wife this week from commencals second hand where they state clearly that the bikes all have had suspension maintenenced and bearings replaced and the only damage is cosmetic and everything is under warranty.The bike arrives and it's a different build then the website listing, they say that was an accident but offer no compensation. The biggest deal is the bike not having the Tektro TRP-DHRs that I use on my previously purchased Meta sx.The suspension is damaged and hsc/lsc/ and rebound controls are stiff and irregular... support offers to give me a discount on new suspension and let me keep the old...OK.Frame bearings have visible damage specially the non drive side rear pivot bearings. There is visible rust, and built up debris in the axel and linkage and the longer I inspect it the worse it gets. Commencal offers no real resolution for this that doesn't involve a bunch of work on my part using time I don't have. I was even willing to invest more but at this point I'm 5350$ in have a bunch of bike work to do and don't think I should have to pay full price for a back up frame or the parts they promised me in the listing. I've uploaded pics of everything including commencals guarantee that it has since removed from the site!!

  Business Response

  Date: 07/28/2023

  Hi, 

  Our customer service department has been in touch with ********************* in multiple occasions by email and phone calls. 

  We apologize for the spec descriptions mistakes and the check up of he bike that was dot as thorough as it should have been before shipping it. We feel a suitable solution has been found ********************* as we want to make sure he is satisfied with our products and support. 

  Best reagrds

  *************************

  Customer Answer

  Date: 08/10/2023

  I just want to say that in the end commencal went above and beyond to make things right,  that we are continuing to do business together.  

  Thanks as well to the bbb for mediating. Please update the complaint with this info.