ComplaintsforMike's Bikes

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to get a refund, or get a resolution to a problem with a bicycle I purchased from Mikes Bikes. The bike was missing necessary hardware for assembly when it was delivered. One of the pedals had damaged threads that caused cross threading during installation. The damage to pedal the threads then caused damage to the crank. I reached out to Mikes Bikes with a detailed list of the damages along with photos. Their response fails to resolve the problem, and now they want to charge me for more parts. I do not want to spend additional money on parts that should have been in good working condition when I received them. They will not send me a replacement pedal, and they want me to buy a whole new crank. Honestly, I am so frustrated at this point I would rather get a refund.

  Business response

  04/23/2024

  ********************* selected the free shipping option, which requires professional assembly.  He was offered an option that ensures the item will be professionally assembled, checked, tuned, and tested before shipping. He declined.
  
  ********************* indicated he attempted to assemble the bike himself, then provided photos of the damaged parts, damage that weve noted from experience to be consistent with improper assembly. His initial email did not mention any missing parts, and upon learning of the missing bolts, we offered to send them.
  
  We offered to sell ********************* replacement parts for the damaged ones. ********************* refused and instead posted a public review, mischaracterizing our attempts to help as ghosting him, or not being responsive, when in reality our communication has been ongoing and reasonably prompt.
  
  Weve twice offered to send ********************* the replacements for free, which he refused and instead threatened us with further reputation harm via public review, and with a chargeback from his financial institution.
  
  We can provide a refund on the condition that the bike is repacked and returned as it was received. Damage sustained on the return trip due to insufficient packing will be deducted from ************************* refund.

  Customer response

  04/23/2024

   
  Complaint: 21608389
  
  I am rejecting this response because: The Mike's Bikes customer service team has been awful in how this has been handled. Yes, I opted to build the bike myself. The pedal came out of the box with damaged threads. I was able to successfully assemble 95% of the bike without any issues whatsoever. Most of the other components were much more challenging than simply threading a pedal. The point I am trying to make is that installing a pedal with simple threads isn't rocket science. It literally goes on righty-tighty. I am so frustrated that the customer service team refuses to give me the benefit of a doubt. 

  I am seeking a full refund. They first tried to sell me parts that came damaged to begin with. Now they are offering to ship me a bunch of parts to make repairs myself. This goes against their basic argument that I was incompetent to begin with. If they feel I am unable to install a pedal myself why would sending me parts solve anything? I paid for a fully functional bike, not for a headache, not to be spoke down to by customer service agents because I didnt pay for the $100 assembly, and definitely not to repair a bike that should have came in with functional parts.

  I will gladly pack away the bike into the original packaging, but I cannot guarantee it will be packaged exactly like I received it. The Mike's Bikes team is now threatening to deduct damages that are incurred in transit from my purchase price. This is yet again an example of how this team is literally nickle and diming me here. As far as their "reputation," the review I left was honest and fair given the circumstances. I was dissatisfied as a customer with the poor quality of my product and even more dissatisfied with the way the Mike's Bikes team handled my request.

  I will agree to return the bike for a FULL refund. I will pack the bike as best as I can and will even provide my own packing materials. Mike's Bikes needs to send me a return label so that I can ship it back. Finally, I do not want to be held liable for any damage in transit. This is typically covered by the carrier and not the shipper. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I originally ordered a Cannondale Moterra 3 from them and the reason I used Mike's Bikes is because they appeared as if they were the only online store to have them in stock, Cannondale listed them as sold out. Well it turns out Mike's Bikes didn't have them in stock either but they were happy to take my money, this seems like an extraordinary unethical sales practice, don't sell it if you can't ship it. They kept delaying me saying that it would "Ship any week now" and after 3 months had to fess up that due to supply chain issues the earliest I might see it was October, the bikes haven't even been manufactured. They offered me a discount and upsold me into a Santa ***********************, but I had to make the decision to go almost $2k more out of pocket. I took the offer and then on arrival of my brand new bike I found that the dropper post was broken and regardless of activation the seat would sink all the way down, Mike's Bikes told me to take it in to a local bike shop and when the bike shop fixed it they also pointed out I was missing a critical part (a torque cap) that without it could damage the bike on riding it. Mike's Bikes told me I must have thrown it out, but I remember it clearly not being attached to plastic container material they ask you to check with a big sign. They said they would check to see if they could get me a replacement, but after 2 weeks of no response I've hit my *** point of frustration. I've since researched the part and ordered it myself just to get the ball rolling on repairing my bike after almost 6 month from the time I originally tried to just order the original Cannondale.

*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. ↩