ComplaintsforSupercross BMX Bicycles

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the 15th of January 2022, I received my order. The items were severely damaged. Fedex said Supercross BMX had to file a claim since they contracted the shipping. I asked them to do so. After several months of no service in which I repeatedly tried to get information from Supercross BMX as well as from FedEx I could get any resolution. Finally, Supercross said they’d replace one part and it would ship in two weeks. I never received anything. When contacting them they always give vague answers like we did this and we sent that, but they never give any tracking information or proof of anything. It’s been ten months and still it seems that prefer to lie instead of fixing the issues.

  Business response

  12/16/2022

  This is the first time I am seeing or hearing anything about this complaint.

  
  

  I just read the complaint, and ***** **** , goes by a different name when ordering from us,  Dr. *********, and he is in Japan, not Canada.

  
  

  Every time he orders from us, he has a complaint about something, there has yet to be an order where he has not had a complaint. We have bent over backwards to try to help him every single time. 

  
  

  On this last shipment, the parcel was shipped Fed EX, he declined the insurance, the paint was scratched in shipping, we did file a claim with Fed EX, and they denied the claim.

  
  

  I am a bit frustrated by the situation,  we have offered so much to him.  And have shipped him free product, but he is still not happy and now we have to deal with this,

  
  

  Customer response

  12/16/2022

   I am rejecting this response because:
  
  First, this is not the first time you’re hearing of this. That is a lie. I have a years worth of back and forth emails to prove it. You obviously know Dr.********* is just my email name. I have the receipts to prove that your system knows my name. You try to make it sound like an alias. You haven’t bent over backwards to help me at all. You have never said that FedEx denied the claim. I have your written word that they haven’t contacted you. Your products consistently have issues and you talk a lot about doing something to address them , but you don’t actually do anything. As you say, this is not the first time I have issues with your products and service. I have the pictures, the products themselves, and the email communications to prove it. Frankly, your insincerity and denial of the truth is shocking. You should remember I have everything you’ve said on file. And just like always, you again don’t actually try to resolve the issue but instead try to shift the blame to me the customer. 
  
  

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a damaged product. I returned the product the next day. I wanted a replacement product or a refund i have not received either. He lied to the credit card company and said he sent me a replacement part with out any tracking or emails sent or proof. I have return tracking and delivery proof ! I cant upload pics for some reason. **** **** stole $200+ from me with no product.

  Business response

  11/03/2021

  Thank you for your e-mail.

  
  

  We have been going back and forth with Mr. ******** for quite some time. He has posted many negative things about us on social media and made many  complaints.
  
  He received a stem from us that he said had chips on the paint, and he wanted to exchange it. We gladly agreed to do so.
  
  He claimed to of sent the stem back to us, which was supposedly delivered to our mailbox, which is a mail box that cannot accept parcels. only letters.
  
  Since it has been Covid times, we have had many mis deliveries, and late deliveries, so we asked our mail carrier, she said she did not have anything for us. He demanded a refund.
  
  We denied a refund as the parcel was not delivered.

  
  

  We put in a  trace with USPS,  he then went on to do a chargeback with the credit card company, post negative comments on Social media,  etc.. all while demanding a refund.
  
  On Oct. 23rd, 2021, we received the attached letter from USPS stating that they mis-deliveered the parcel.
  
  We forwarded the letter Mr. ******** on Monday the 25th to make him aware.
  
  Once we had verified proof that the package was indeed shipped, and was somewhere, even though it was not delivered to us, we did tell Mr. ******** that we would replace the stem for him at N/C.

  
  

  Regards,

  
  

  The Supercross BMX Customer Service Team.
  

  Customer response

  11/05/2021

   I am rejecting this response because:
  
   I put the review on facebook for my experience with the company as well as filing a complaint with the bbb on the same day. Since it has been since February and my bank did not issue a refund because i missed my response letter because i was out of town.
  
  I did everything i can with supercross. I purchased a damaged product. I have pictures of the damage product still as well and so does ****. I contacted him about it and **** sent out a return to sender in a email. I printed and sent the package back to him according to his direction. We had some emails going back n forth about color and about warranty. He said he would send money back. He did not,  i called him a week after the package said it was delivered. He stated that he couldn't find the package. He never contacted me about the package after that. I then tried to reverse charge at my bank because at this point its been months. Thats when i missed my timed response. I got a letter from the bank that **** stated to the bank he sent me a replacement which was a lie. The bank would not open the complaint back up and i went to social media for my review and made a complaint to bbb. He did contact me again after the review on fb. We spoke. He added me to the usps email and realized usps lost his package. **** then asked me if i insured the package. Which i replied to him that his company sent out the return slip for usps , did you insure your package?
  
  He then admitted it was there fault and would issue a refund.
  My last email to him was please send me the product or a refund and let me know which and even said id like the stem since i bought it just send me any color i dont care anymore . Its been a week no response still no part or no money back , but i did receive this bbb response.
  
  I will send another email compiling all screen shots of emails and my review on fb.
  
  

  Business response

  11/12/2021

  We are sorry that there was a situation with the return. USPS admitted after months of searching that they did finally find that they had delivered it to a different address as stated in the letter we had submitted from the USPS.
  
  

  We tried to process a refund to his credit card, but since he had tried to do a Chargeback, it was not accepted so a check has been mailed to him.

  
  

  
  

  Customer response

  01/04/2022

   I am rejecting this response because: if the check was mailed that long ago and i havnt received it, that means it hasnt came. I gave a few options on returning the money another way. If not can you send another check and have it tracked with a signature. Thanks
  
  
  

  Business response

  01/05/2022

  We have Stubs, but not duplicate checks. And it was sent via US Mail. Nothing registered or tracked.
  

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