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:07/26/2023

  Type:Product 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.

  On July 7, 2023 I spent $815.60 on a motorcycle helmet. Order number: ********.
  
  I returned to the store on Saturday, July 15, 2023 to report that the helmet visor was not working properly: it would close on its own, it would not stay up when I put it up while riding.
  
  Store employees immediately resonated with and understood my problem. At first, they did not dispute what I said. They showed sympathy and said they would get a helmet and visor replacement right away. However, after one of the employees call one of the offices, I was told I was out of luck and could not receive any redress. Essentially, I was screwed. I got no refund or product replacement. Soon after, employees became much less helpful and basically stopped helping me. I was told by the manager that he would call the owner on Monday (July 17, 2023) and that I would hear back from him. However, I heard nothing. I was left out in the cold. No one seemed to want to help or make things right.
  
  I spent a lot of money on this helmet. It is expensive. The least it should do is work properly. Every motorcyclist knows helmet visors are not supposed to close on their own when riding a motorcycle. By the way, both helmet visors (the clear one that automatically comes with the helmet and the $70.00 black one I ordered) malfunctioned.
  
  I am seeking a full refund or replacement or store credit. A full refund is my main preference because I want my money back and never want to return to the store again.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ******

  Business Response

  Date: 08/09/2023

  BBB spoke to the business owner and the following was relayed: Our policy is that you have 90 days to return an item as long as it's not used and we can restock it.  This customer came in and said the helmet visor was defective.  He told us he was riding his motorcycle at 200 mph.  No helmet visor is built to withstand that because nobody should be riding at those speeds.  However, I went above and beyond as as good faith gesture and fully refunded this customer regardless.  We stand by our products and always go above and beyond for our customers.  Thank you. 

  Customer Answer

  Date: 08/09/2023

  I have reviewed the response made by the business in reference to complaint ID ********.Cycle Gear claims that I rode my motorcycle at 200mph and that no visor can withstand such a speed. This is untrue. My motorcycle cannot even go 200 mph and I have never ridden a motorcycle that fast. Nor would I. The visor was malfunctioning at less than half that speed, which is why I requested a refund. None of my previous helmets malfunctioned the way this helmet did. I returned the helmet to Cycle Gear on Wednesday, August 9, 2023 at around 10:40am. I had received a phone message from the manager named ****** the day before saying that I should come in to get a refund. I was given a receipt on Wednesday, August 9, 2023 showing that my card/account was credited for $815.60. I called my bank about 20 minutes later to verify that this refund was being processed. The bank told me that so far they have no record of my refund. It may take a few days. I also logged into my online bank account at 11:45am on Wednesday, August 9, 2023 to see if this transaction showed up. It has NOT shown up. As of right now, my account has NOT been credited the full $815.60. I will wait a few more days to see if my account is refunded. I will follow-up at that time. I will be fully satisfied when the $815.60 is back in my bank account. Thanks. 
  Regards, 
  
  ****** ****