ComplaintsforCycle Gear, Inc.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - Purchase date: Feb. 17, 2024 at Cycle Gear in ****, ** - Paid $1299.99 before tax with $123.49 in tax - Committed to adhere to their return policy if I was not satisfied with the product but did not adhere to this policy - Tried to return at cycle gear in ********* and they would not accept the return because they claim the gear was not in good condition. The motorcycle suit is brand new, never used, with tags still on it.- They did not try to resolve the problem in any way.- Transaction ******* - see receipt - Their return policy is advertised on their website here: **********************************************

  Business response

  03/08/2024

  We have requested multiple pictures inside and out front and back of the item.   Our team has denied the return.  Our return policy states item must be new and unused.  This customer bought the item and used for a track day ( stated this to our employees)  When he tried to return the item they denied the return as it was dirty and obviously used.  He stated he was going to go home clean up the item and come back to speak with the manager.  He did come back and was denied again as we cannot sell a used item as new. 

  Customer response

  03/08/2024

   
  Complaint: 21396169
  
  I am rejecting this response because:

  
  I purchased a track suit at the ******** store on Feb 17th as a back up in case I was unable to rent a track suit at the ************************ on Feb 18th.  I told the guy at the store that I might use it for a track day if I can not rent a suit there.  Then I asked the employee, If I can rent a suit at the track, and I dont wear this one, can I return it?   He responded yes and I then said okay and bought the suit.  It was an upfront discussion with the people there that I might bring it back if I can rent a suit at the track. I wanted to note here that there had been some very visible dusting of dirt on the ankles of the suit, but nothing serious, so I didn't think twice about it. And since the employee told me, I could return it as long as it was in the same condition unused I felt comfortable purchasing the suit with the dirt at the ankles.
  So I got to the track and I was in fact able to rent a suit.  This was my first and only track day ever and I didnt want to buy a suit if I didnt like riding track.  Turns out track riding is not for me and I did not wear the purchased suit and so I decided to return it unused.  Please see the attached receipt from the track day which confirms I did in fact rent a suit. Also see the images of me riding on track day with my rented suit. There's no legitimate reason that I would switch suits in the middle of the day or wear a suit on any other riding occasion, especially considering I knew that I needed to keep it an unused condition if I wanted to return it.
  
  I could not return the suit to the same store that I bought it up because I was driving back home to ********** from ******* and the ************ store was far out of the way. So I called the ********** store at ******* **** and confirmed ahead of time that it would be OK if I return the suit that I purchased in ******* at the ********** store. The person I talked to on the phone said that would be no problem and that I could return it in **********.  So I brought it back to ********** to return at the ********* store.
  
  When I arrived at the **************** store in ********* and brought the suit in and it was in the same condition that I bought it in. The manager at the store though said that she wouldn't return it because it had the same dusty dirt marks on the ankles from when I bought it. I told them that they were there when I bought it, but they didn't believe me and they said sorry this suit is used we can't return it.  We went to the front of the store and I asked her if there was anything else besides the markings at the ankles and she said no it's just the markings in the ankles and some spots here and there have dust on them.  I also asked her if the inside looked good, and she responded that it looked good inside and that if I cleaned it up that I could come back on Tuesday and talk to the store manager who might allow for it to be returned. 
  
  So I went home and took a lightly damped micro fiber cloth and cleaned the dirt off of the ankles and also wiped the dust from the shoulders.  I came back on Wednesday March 6th and the manager came out immediately- did not inspect the suit at all and just said no we cant return this because it is in used condition.  I asked the manager if they could explain to me and show me what they meant by used condition and they would not explain anything to me and just said - sorry its in used condition and we can not return it.
  
  You might see how this can be very frustrating for a customer because I was very honest and forthright about everything and the employees at the store keep twisting my words to say that I used it on a track day.  I did not use it on a track day - I brought it to the track with me but I never wore it because I was able to rent an ******************* suit. 
  
  I copied my friend who was there with me on the track day who can also confirm that I never wore this suit.  The fact that I am having to go though all of this trouble just to return an unused suit is also very frustrating.  
  
  Please help me to still feel good about doing business at cycle gear in the future and remain a loyal customer.  I dont want to have to argue my case when I come to return things.  I purchase a lot of things at cycle gear and the last thing I want to do is return a used suit and make cycle gear have to pay for that!  The employees at the store are making me feel like I am a bad person or something trying to lie and take advantage of the system here but thats not the case.  I just wanted to have a back up suit in case I couldnt rent one.  If it helps Cycle gear I am even willing to offer a small restocking fee to be reduced out of the refund of the suit because I understand it was taken off of the shelves and not available for sale while I had possession of the suit. 
  
  Thank you for reading through this and understanding the back story here. 
  

  I was unable to attach the images to the complaint here for some reason (they met size and file format requirements but just wouldn't let me submit)

  
  So alternatively I uploaded the photos to this ****** drive folder where you can download the pictures of the suit in its current condition and my track day photos of me with another suit on.
  ************************************************************************
  
  Sincerely,
  ***************************

  Business response

  03/15/2024

  This is complaint was sent to our ********** Team and the District manager.  They have reviewed the information given and reached out to the customer.  Unfortunately, we are not able to come to an agreeable resolution.  Our return policy states the product must be in new, unused/uninstalled condition. All original packaging and tags must be intact and included. Returns with ordinary wear and tear or damage caused by improper use or accidents will not be accepted. 

  Customer response

  03/15/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  My suit is in new unused condition with all tags still on the suit.  I never used this suit and cycle gear is saying it is used without being able to tell me what used condition means!  I have asked multiple times for them to please tell me what they mean when they say its used and they cant point to anything.  The suit is brand new in better condition from when i bought it. 

  In addition to that,  my friend who went with me to the track also confirmed with them that I did not use the suit and that I rented a suit from the track instead.  I even provided a receipt for the track suit that I rented that day and the pictures of me on the track with the rented suit. 

  Cycle gear is not making the right business choice here and I hope that they don't continue to do business like this.
  

  I attempted to attach all of these photos here but for some reason the *** website form isn't letting me attach photos.  **** I am wondering if i can send you the photos in an email for you to attach here?

  
  Sincerely,
  *******

  Business response

  03/26/2024

  Our store team stands behind the refusal.  They seen the suit in- store  stated it was dirty and had scuffs when he brought it in the store  to return .  They stated we cannot sell it as new  even though he states he " cleaned it up".  We do apologize for the frustration this has caused the customer. 

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