ComplaintsforThe Pros Closet, Inc.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I ordered an item from this companies website. At no time was there notification that the item was "final sale". There is no notice on my email invoice/confirmation or website order page that the item was "final sale". Upon receiving the item, it was noticed that the incorrect item was ordered. I contacted the seller to see about exchanging for the correct one and was told first: their system is not set up for exchanges at all and that the only way to do that would be to return the item and then repurchase it was full price, when the original order was at a great discount. Then was told that the item ordered was "final sale" because of when it was ordered as part of a "year end sale". Again no notification was listed ANYWHERE that said item was final sale. Not on the receipt or the website before placing the order.

  Business response

  01/04/2024

  This customer purchased an item marked as "final sale" and acknowledged the extreme discount. They made an ordering error and purchased the wrong item. All items marked as final sale are not eligible for return as stated in our return policy. 
  
  ******************************************************************************************
  
  

  Customer response

  01/05/2024

  As mentioned in original complaint, there was NO MENTION of final sale on the purchase page, on the invoice, or even upon checkout.  It was an "end of the year sale" that was taking place.  Why would the item be "final sale" if they are still offering the same exact item at full price.  The item is not being discontinued and there is no reason for it to be marked as "final sale" to begin with.  

  Customer response

  01/05/2024

  I would also like to point out in response to the "significant discount" ****** from the vendor.  There are many other items that are at greater if not more of a discount of near 50% TODAY (see screen shots attached) that in no place list "final sale" and actually include a 30 day money back guarantee listed on the pages but no where to be found do they say "final sale".  And again if it's final sale, it should also be on the checkout page as well as invoice.

  Customer response

  01/05/2024

   
  Complaint: 21092982
  
  I am rejecting this response because: Please see follow up messages sent in with additional information.

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

• Initial Complaint

  10/25/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Purchased a saddle from them as it was the same price as other online retailers and I figured I'd give them a try. Big mistake.For context, I'm in ****** and TPC ships with ****** I expected to pay duties and taxes as always, but I wasn't expecting a massive surchage that ***** applied to use them as a customs broker. I never agreed to this, nor did I have the opportunity to decline the parcel and clear this myself as one should - ***** left the parcel in the lobby of my building. Contacting *****, I learned that TPC agreed on my behalf that I would pay these fees without my knowledge. After reaching out to TPC to resolve the issue they informed me that while they don't actually show these fees on checkout when customers pay with Shop Pay, that I de-facto agreed to paying them anyways and I would need to deal with it.Anyways - I'll now have to dispute this myself and will likely end up having to pay them to help subsidize TPC's poor business model.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a mt. bike from The Pro's Closet (TPC) Aug. 2023 because of their certified pre-owned "stamp of approval". The brakes squealed and slipped from the very first time I rode it which their website specifically says should not occur (see website). I ordered and installed new rotors and pads to correct the problem.I then discovered that the **** AXS electronic shifter was faulty/broken, something TPC should have caught. The pogo pins on the sifter do not spring back into place resulting in poor battery connection and inability to shift. Must dismount bike repeatedly to reinstall battery to be able to shift. Because these problems were not addressed within *************************************************************************** they couldn't do anything. In addition to paying for new brake rotors and pads (something TPC should have fixed per their certified pre-owned promise ) I also have a very expensive derailleur problem to fix because of TPC's negligence. They do not stand behind their certified pre-owned promise, or workmanship. They simply overlook problems and pass them on the consumers.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a used bike from The Pros Closet on 08/24/2022 for $9,797.63. I rode this bike for a year.I then sold this same bike back to The Pros Closet on 09/23/2023. The original advertise buy back price was $5,903.62, this turns out was only a store credit but the cash offer was $4,759. Fine, I acepted the offer and took a few days plus $125 to pack and ship my bike to them.Once they received it and inspected it they found some issues, ammeded the offer to $4,289. I disputed the issues and it turns out these issues were present when they sold the bike to me. They again agreed to the original cash offer of $4,759. I agreed to this new offer and expect payment after a few days to process.They claim that once I clicked on thier email to their website I agreed to recieve payment in ******************************************************************************************** my submission section of my account. Nor any mention of a 45-day period on their website.I would like them to pay me now since the transaction is complete but they refuse to do so until the 45 days is up, which is November 20, 2023. In my opinion this seems very deceptive to change the terms at the last minute during this transaction.

  Business response

  10/23/2023

  ***** submitted his bike for our Certified-Pre-Owned Guaranteed buyback program which is a guaranteed value for store credit at TPC. This is posted under out FAQ's and is clear from the outset that this amount is for TPC store credit. This amount is viewable under a customers account at any time and is updated every 30 days after they purchase a CPO-Guaranteed bike from us. Upon accepting the offer, ***** selected the cash payout option, instead of store credit which is for a lower dollar amount. We offer two cash payout options, one for instant payment and a higher dollar amount for a delayed payment option, 45 days in this case. This payout date is determined by the completion date of the inspection after we have received and inspected the bike. I have attached a screenshot that show the payment options that were offered, and the one that was selected. We discussed the terms of the sale on the phone and clarified the offer that was selected. We offered to switch the payment option and payout immediately at the instant payment option but ***** declined. 

  Customer response

  10/23/2023

   
  Complaint: 20728474
  
  I am rejecting this response because:

  This is the email I received multiple times from The Pro's Closet.  All of them offer a cash offer with no mention of a 45 day delay.  If you are negotiating the terms of an offer it's only fair to always present the complete terms of the deal.  In this case the offer in the emails should have mentioned the 45 delayed payment.  It wasn't until I clicked the link to the website and I accepted the same cash offer from the email that I was informed that I would not get Pais for 45 days.  The website matched the cash value from the email but it was not clear at all that it was not the same offer from the email.  

  This is a deceptive practice and should be address.  I would also like to be paid for my bike as I have yet to be paid.

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

  Business response

  10/24/2023

  This is an example of the payment options presented to the customer when they go to accept the offer. They also must agree to having read our FAQ which outlines these different payment options. The customer selected the delayed-cash offer for a higher dollar amount then chose to ship their bike to us. They were presented with all the necessary information to make an informed decision for what worked best for them. After they reached out we offered to switch their payout to the instant cash offer to get paid sooner but they declined. 

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Item purchased included shipping. Appeared to be a company that routinely ships to ******. No hassle on checkout and no warning about import fees. Total cost of bike shoes/clips $216CDN, then a brokerage charge that appeared later $74.36 CDN. Zero help from customer service with enjoyment on telling me I didn't read fine print. Did a mock checkout today and I did not miss anything, there is no warning. I am seeking the payment of our ***** bill. After reading reviews I am clearly not the only one suffering from this *** business.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 20, 2022 I bought a used bike from The Pros Closet for $8200. The bike came in worse condition than advertised; obviously through multiple crashes, out of tune, scratched, wrong chain installed, a creaking bottom bracket, and dinged up, I tried for a year to dump money into it, well over $1000 and finally got it in good shape. I decided to get rid of it before anything else went wrong and submitted it to the company I bought it from for their "guaranteed buy back" program. One year in, July 2023, they only offered a trade in value at first but I was able to convince them to actually offer cash with their "buy back" program, only $3000 was offered, to which I regretfully accepted. The websites guaranteed buyback value was nearly $5000. On Sept 14, 2023, upon acceptance of the bike they are trying to reduce the offer another $500 due to a scratch on one of the wheels saying that the scratch is structural. I would argue that the scratch was there when they sent it to me a year ago. I have never crashed the bike.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a bike from them. For approximately $3900 plus tax and shipping Received the bike on 8/10/2023 Bike was not equipped as advertised and also was dangerous,brakes in operable The bike was said to have certain components,after receiving and examining the bike it was found to have the following 1. Advertised with an *** cassette, equipped with an XT cassette 2. Was advertised as tubeless, was not and had tubes 3. Was advertised as "serviced" the suspension components were dirty and dry ,no lubricant 4. The front brakes failed, no brake fluid ,the brakes are not operational After contacting them, their representative ****** said they would ship the *** cassette and id ship back the *** Which is fair, the product was advertised with the component, *** is much nicer than *** We spoke on the phone again today and I explained I liked the bike and wanted to keep it, they'd just need to make it as advertised and pay for service at a local shop. He agreed,to the point of explaining how the exchange process to get the *** cassette would work. Today I received an email stating that the only thing they would provide is a $300 refund. The cassette is approximately $450. Brake repair approximately $150 and tubeless repair approximately $100.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company states that it has buy back program Guaranteed Buyback When you buy a Certified Pre-Owned bike from TPC, we provide a guaranteed buyback offer for 18 months. Upgrade to new brands, new disciplines and the latest cycling technology with less cash out of your pocket.I bought a certified used bike in November 2022 which I have now learned from the manufacture that it has a defective battery and when I asked about their buy back program they said they would not buy it back because of the defective battery that I received it with!I need to have my battery replaced with a new one that is not defective.

  Business response

  07/26/2023

  At TPC our CPO Buyback program is a cornerstone for keeping customers engaged with the latest technology. However, our normal purchasing parameters apply and we do not purchase a bike that requires significant repair. We specifically state that we will not purchase a bike that requires significant repair. We would be happy to take a look at the bike for our CPO program after the battery has been replaced, but we are not able to make an offer on a bike with a battery that requires replacement, even if it was previously purchased from TPC. 
  We provide complete transparency into this and post this information on our helpdesk/FAQ section. Additionally, the price we will offer for store credit for a functional bike is available on the customers account at any point, updated every month. Our goal is to provide a safe marketplace for customers to quickly unlock the value from their gear and be able to move on to the next bike of their dreams. 

• Initial Complaint

  06/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I recently bought a $2400 mountain bike from this seller. I found some series issues right after I received it. I had fired two requests and called many times but got nothing back.

  Business response

  06/16/2023

  Hi ****
  
  We currently have accommodated for your return request, and have several recorded emails and phone calls from you exchanging conversation with our Ride Guides. 

   

  Customer response

  06/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used Cervelo frame, just took it to my local Cervelo dealer to have the bottom bracket changed and the service manager called to tell me the frame is unsafe to ride The frame arrived with a small chip in the seat stay, but since it had been inspected, I assumed it would be safe to ride and I wouldnt be putting myself at risk when the build was completeWhen I contacted support I was expecting: In the event that your item requires repair, service, or a replacement part, we will do our best to find a solution meant that I would be able to return or be provided repair. Instead was told I would receive a 10% refund, which wouldnt even cover half the shipping costs if I wanted to have the carbon repaired and painted.So now I have an unsafe bike frame I cant even build, or replace.

  Business response

  01/24/2023

  Hi *******,
  
  We understand you are no longer pleased with the purchase you made in October and our Support rep was working to ensure you could get back riding as quickly as possible. Our generous return policy has ended, but our eagerness to support all customers always applies. We worked to help you find a carbon repair solution as this damage had not been noted in the months since your purchase was made but we do want you to ***************. Please continue to work with your Ride Guide if you have further questions.

*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. ↩