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Business Profile

Wholesale Bikes

SR Suntour North America

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Bikes.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:04/05/2024

    Type:Delivery Issues
    Status:
    Answered
    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 or about 14 March 2024 I placed an online order through the ********************** website for a "through axle" for my bike. I needed the part to arrive before a family member departed so paid the *** Express Worldwide Premium of around $50 USD to have it arrive before their departure on the 20th of March. The ********************** website showed the latest date it would arrive with this option would be 18 March.On 19 March the part had not arrived so I consequently sent an email to SR ********************** notifying them of the failed delivery and asked how they would address this, it went unanswered.On 20 March I followed up with another email as the part had still not arrived, this also went unanswered.*** Express notified me by email that the part arrived mid-day on 20 March missing the family member who had departed for a scheduled flight.On 29 March, after still not receiving any response from SR **********************, another email was sent. I outlined the fact that two unanswered emails were sent, that I had paid a premium for delivery based on the promise of arrival by 18 March and requested a response.On 29 March ******************************** responded "Your shipment was scheduled for a 2-day delivery. *** does not offer next day delivery so in essence there was no delay as the package was delivered on that second day of transit. The first day is not a transit day.If you have any other questions, please direct them to the courier which in this case would be ***."There is no mention of 2-day delivery on the website order details, there is no caveat that there is a possibility of delay before or after, in fact the site specifies a bracket of expected delivery with 18 March being the end of that bracket. I was astounded they would avoid any responsibility and asked who I could contact to escalate his response.On 30 March I again asked for an escalated point of contact for my issue, this was not answered as was another such request on 4 April.I've attached an example of what an order would look like.

    Business Response

    Date: 04/10/2024

    Hello.

    Our company packaged and arranged shipping via the customers chosen shipping service. The package had been ready for dispatch but there was a delay by their preferred shipping courier (we offer 3 international shipping companies for our customers to meet specific individual needs and time requirements).

    In this particular case, the courier in question, DHL appears to have had the shipment delayed in reaching this customer on the original time frame. This can happen on internaltional orders and since it is handled by a 3rd party outside of our business it is not in our control. 

    We have this type of information listed on our website under the shipping policies as delays are possible and in this case, was certainly outside of our business control. 

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

    We have spoken to DHL customer support as well as this customer in depth via email and unfortunately, DHL is not willing to offer any compensation and since this was not our companies fault and is noted in our shipping policy that there can be delays and no shipping term in gauranteed, we cannot offfer any additional support regarding this complaint.

    All emails have been sent quickly and with good customer servcie to our customer. We hope that they can understand that the shipping delay was not caused by SR Suntour North America **** but by the courier and not in our control. 

    Best Regards.

    SR Suntour North America Inc. 

    Customer Answer

    Date: 04/10/2024

     
    Complaint: 21529973

    I am rejecting this response because:

    The responses from this company have been at best unapologetic, this most recent reply now relies on the fine print the customer must seek outespecially given the vendor has made no effort thus far to cite or share.
    They have taken a detached and distant approach to their explanation. We packaged and arranged for shipping via the customer's chosen shipping service. The customer selected from the provided shippers as these were the only ones offered and had been arranged by the vendor through direct discussions with each shipper. Displayed on THEIR website were the offerings with set dates of delivery, no mention that the customer may be subject to delays and why would the customer expect the delay given the PREMIUM paid? Why charge a premium? Expedited delivery at a premium was paid, SR ********************** via DHL failed to provide itand then topped it all off by avoiding any responsibility.

    If DHL was contacted I am unaware of the details and I am deeply suspect as to the legitimacy of this assertion. SR ********************** is the vendor, using a third party that failed both the vendor and the end customer, plain and simple. SR ********************** avoids any apology, relies on a policy that is buried and only cites that policy when it suits their exit from responsibility. 

    It took over a week to get a reply to my emails and was only received after relenting, categorizing their response as quick is just false. Furthermore, the good customer service asserted has been non-existent, responses have been ****, unapologetic, failed to cite policy or provide it and as previously cited fall far short of timely.
    Shame on SR **********************, and shame on the respondent, he didn't even make an effort to spell-check his response.


    Sincerely,

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

    Business Response

    Date: 04/17/2024

    We have not changed any shipping policies on our website. 

    This individual should contact DHL regarding any compensation for delays. 

    Customer Answer

    Date: 04/17/2024

     
    Complaint: 21529973

    I am rejecting this response because:

    The shipping was limited in choice by SR ************************ the shipping was displayed under the website of SR ************************ the payment for shipping was sent and accepted by SR ************************************************ are not responsible 

    Do us all a favour and give up on your customer service model, website support and flawed policy regarding shipping and customer support 

    The response is unacceptable and is categorically rejected  


    Sincerely,

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

SR Suntour North America is NOT a BBB Accredited Business.

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