Business ProfileforZizzo Bikes

I was really excited about my familys recent big purchase of 2 bikes, trainer, and 10 ******************** but am disappointed in Zizzos ultimate dismissal of their concern = they paid for 2 new bikes, but one of the 2 received was actually NOT new! Purchased directly from the Zizzo site. Zizzos correspondence was polite and allowed time to email and submit photos, but despite concrete bike evidence otherwise, Zizzo said records show the serial number is associated with a new bike, not refurbished. Giving the benefit of the doubt, my family suggested maybe something went wrong in fulfillment of the product to Zizzo first, but Zizzo ignored that possibility. So I imagine it will happen again to some other customers. My family received a military discount when ordering, so maybe thats why Zizzo isnt doing anything more as goodwill or to retain their business. Most reviews on the site were positive, so be aware that experiences can vary - thats why were sharing ours here too in case the negative review gets lost on the store site. Its important to share them all. Never imagined when reading lots of fun posts prior to choosing Zizzo that wed end up feeling cheated! Thanks BBB for this opportunity.

To whom it may concern We value and appreciate all our customers, regardless of what they purchase or how much they spend. When a customer reaches out to us, they speak directly with someone from our company, not an automated voice or overseas agent. When a customer, such as ***** reaches out to us with a concern, we listen and address the concern as best as we can and in a timely manner. On occasion, our responses may not be what the customer wants to hear, but fundamentally, our responses are based on fact and supporting evidence. In this specific regard, the customer purchased two ********************** from us. One bike appeared perfectly new and unused. The second bike had some markings on the chain and cogs (bicycle), based on the images the customer provided. The customer believed that the may have been "used" or returned bikes. Immediately upon hearing about their concern, we launched an investigation, and in the process asked the customer for more information (such as bike's serial number).At the conclusion of our investigation, it was determined that the bike was indeed new, but was one of a sampling of bikes that underwent our in-house QC process. When this was explained to the cust, they were not satisfied with the actual events, but were fixated on the bike bein a used bike. We tried as best as we could to help the customer understand that their bike was new, but unfortunately, as mentioned in the beginning, sometimes customers can get fixated and entrenched in an idea and when force to face the actual facts of the case, will turn to anger instead of accepting what the facts and evidence point to: The bike was indeed new.We are happy to go into detail with how we process returned bikes and how they would not end ** in a new bike pipeline upon request of said information. Thank you for your time and consideration.****