Do I deserve better?

[inbred]

Bought what was described as brand new E-Bike recently via the internet. Paid full MSRP $5800. Bike came in a box and upon opening the box and removing the shrink wrap it was apparent there was damage to the bike. The top tube had a small dent and four significant gouges in the paint. Not a minor set of blemishes. In addition, handlebar cable activating front fork lockout was broken and power connection was compromised by lack of a disconnect, the subject of an earlier post. Shipping box had zero damage and no signs of abuse. I carefully scoured the shrink wrap which was around top tube and found not one sign of the four missing paint chips. My feeling is that the bike shop sold me a demo bike and shipped knowing the condition. Took bike to local bike shop and they indicated cable replacement was easy fix, but upon inspection, they would not be able to do do anything but a hack job attempting to fix dent and scratches. Potential cost of restoring the paint to factory spec would be $800 estimated. Maybe more. The power disconnect can be fixed with replacement of a new display. Contacted seller and explained situation. Seller offered to provide a new display and $200 refund or accept return with full money back, only I have to pay return shipping. If I knew the bike was in the condition it was when I bought it, I wouldn't have bought it. Unless it was a thousand bucks off or something. Even then I'd have to think about it. But being forced to pay return shipping (estimated $200) seems unsavory to me. My payment arrived in their bank account exactly as expected. The bike they sent came with damaged in need of significant repair. Not the way it was described. Why should I have to eat the cost of return shipping? Like to know what the community thinks.

 

[Deacon Blues]

Personally, I'd eat the $200 and return the bike, because every time I looked at it I would think, "I got ripped off on this bike." I'd consider it a learning exercise and move on.
You also have to wonder what else is wrong with this 'used/demo bike.

 

[inbred]

No doubt. The bike is going back for sure. I asked this because I am thinking of leaving a negative review of this bike shop, something I never take lightly. But I want to get opinions to see if I'm justified in leaving a negative review.

 

[PowerflyLee formerly known as CheetahLee]

Totally! But post the review after you get the refund!

 

[Catalyzt]

I'm with Lee-- if that's the best they can do, they don't deserve a good review. I don't mind overpaying at the LBS if I know I am overpaying up front. What I hate are surprises.

The other route is to continue negotiating. Call them back and tell them you are not happy covering the shipping charge, see if they can do a bit better.

That may result in another awkward situation: What kind of review do you give if they split the difference and covered half the shipping?

Sometimes, for a smaller item that arrives damaged-- say, a $200 G-Shock that has a ding on the side of the case that's almost invisible-- I will be quite happy to get $50 back from the seller. For a big ticket item like a car or an e-bike, however, it's different. I really want the item to be flawless or nearly flawless condition.

 

[Dallant]

Bought what was described as brand new E-Bike recently via the internet. Paid full MSRP $5800. Bike came in a box and upon opening the box and removing the shrink wrap it was apparent there was damage to the bike. The top tube had a small dent and four significant gouges in the paint. Not a minor set of blemishes. In addition, handlebar cable activating front fork lockout was broken and power connection was compromised by lack of a disconnect, the subject of an earlier post. Shipping box had zero damage and no signs of abuse. I carefully scoured the shrink wrap which was around top tube and found not one sign of the four missing paint chips. My feeling is that the bike shop sold me a demo bike and shipped knowing the condition. Took bike to local bike shop and they indicated cable replacement was easy fix, but upon inspection, they would not be able to do do anything but a hack job attempting to fix dent and scratches. Potential cost of restoring the paint to factory spec would be $800 estimated. Maybe more. The power disconnect can be fixed with replacement of a new display. Contacted seller and explained situation. Seller offered to provide a new display and $200 refund or accept return with full money back, only I have to pay return shipping. If I knew the bike was in the condition it was when I bought it, I wouldn't have bought it. Unless it was a thousand bucks off or something. Even then I'd have to think about it. But being forced to pay return shipping (estimated $200) seems unsavory to me. My payment arrived in their bank account exactly as expected. The bike they sent came with damaged in need of significant repair. Not the way it was described. Why should I have to eat the cost of return shipping? Like to know what the community thinks.

How did you pay? Credit card? I‘d start with the CC company. I’d write the most scathing review I could come up with. Pictures included.

 

[inbred]

I payed by CC and that protects me in getting a refund for the $5800, but not return shipping. This because shipping was "free" in the transaction. As far as continued negotiations, the owner of the shop is firmer than the abs on a young russian gymnast. His take is that because he has offered what seems to him like a fair ($200 refund), he has done his part to resolve the situation and if I don't accept, I must pay shipping back. So I have decided to make the 700 mile round trip this Sat to return it in person. I wanna look the guy in the eye when I tell him what a turd of a transaction this has been. I'll use better words most likely. Plus I do not trust sending it back and waiting for a refund to materialize on my CC statement. Too many ways for them to jack shaft me, if I am right about their business practices. I try to be fair and reasonable in these things. I do not leave bad reviews very often as I know how it can negatively effect a business such as a bike shop that depends on Internet sales. I'm not vindictive or petty. But there is also the angle that my E-bike-riding brethren deserve to know the risks associated with purchasing a bike from this particular shop. The reviews for this store were very good, if they were legit. But, man, under these conditions, it is tough to understand why he feels justified in expecting me to pay shipping back. Or denying me the opportunity to get the bike repainted to spec so it was as it was described in the advertisement when I decided to buy it. You'd think he would have bought shipping insurance and be able to make a claim. Some times you just have to say what the fork.

 

[Dallant]

I payed by CC and that protects me in getting a refund for the $5800, but not return shipping. This because shipping was "free" in the transaction. As far as continued negotiations, the owner of the shop is firmer than the abs on a young russian gymnast. His take is that because he has offered what seems to him like a fair ($200 refund), he has done his part to resolve the situation and f I don't accept, I must pay shipping back. So I have decided to make the 700 mile round trip this Sat to return it in person. I wanna look the guy in the eye when I tell him I what a turd of a transaction this has been. I'll use better words most likely. Plus I do not trust sending it back and waiting for a refund to materialize on my CC statement. Too many ways for them to jack shaft me, if I am right about their business practices. I try to be fair and reasonable in these things. I do not leave bad reviews very often as I know how it can negatively effect a business such as a bike shop that depends on Internet sales. I'm not vindictive or petty. But there is also the angle that my E-bike-riding brethren deserve to know the risks associated with purchasing something like a bike online. The reviews for this store were very good, if they were legit. But, man, under these conditions, it is tough to understand why he feels justified in expecting me to pay shipping back. Or denying me the opportunity to get the bike repainted to spec so it was as it was described in the advertisement when I decided to buy it. You'd think he would have bought shipping insurance and be able to make a claim.

Best of luck.

 

[Merle Nelson]

Tough to have this kind of thing happen.

Hold your losses to what they are right now. (As in don't let someone get you riled up.) That way your whole trip back home you will be getting happier and lighter thinking of how you have handled yourself.

 

[Ebiker01]

I hope is not crazylennye store...maybe u can drop a clue AFTER u get the refund .
Insist of having the bike unboxed and a video of it next time .

 

[Gionnirocket]

How did you pay? Credit card? I‘d start with the CC company. I’d write the most scathing review I could come up with. Pictures included.

/

I payed by CC and that protects me in getting a refund for the $5800, but not return shipping. This because shipping was "free" in the transaction. As far as continued negotiations, the owner of the shop is firmer than the abs on a young russian gymnast. His take is that because he has offered what seems to him like a fair ($200 refund), he has done his part to resolve the situation and if I don't accept, I must pay shipping back. So I have decided to make the 700 mile round trip this Sat to return it in person. I wanna look the guy in the eye when I tell him what a turd of a transaction this has been. I'll use better words most likely. Plus I do not trust sending it back and waiting for a refund to materialize on my CC statement. Too many ways for them to jack shaft me, if I am right about their business practices. I try to be fair and reasonable in these things. I do not leave bad reviews very often as I know how it can negatively effect a business such as a bike shop that depends on Internet sales. I'm not vindictive or petty. But there is also the angle that my E-bike-riding brethren deserve to know the risks associated with purchasing a bike from this particular shop. The reviews for this store were very good, if they were legit. But, man, under these conditions, it is tough to understand why he feels justified in expecting me to pay shipping back. Or denying me the opportunity to get the bike repainted to spec so it was as it was described in the advertisement when I decided to buy it. You'd think he would have bought shipping insurance and be able to make a claim. Some times you just have to say what the fork.

I'd continue to speak to your CC company as the return shipping should not be your responsibility when receiving damaged goods, especially when the item was clearly not shipped as described. And as the vendor was, you'll need to calm, but as firm as a honeymoon ___* when stating your case.
I had a large order of lumber delivered that was clearly out of specifications and with some documentation of what was ordered I received a full refund without having to return the lumber.
The lumber yard never made arrangements to pick it up or donate it to Habitat for Humanity as they claimed they would.