ComplaintsforDIY Carbon Bikes

• Initial Complaint

  09/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a bicycle frame on April 2022. ** from DIY carbon was response at first. My order was delayed and I understood due to COVID. But after over there months of no bike frame, I requested a refund which I also gave about three to four weeks and nothing. At this point I contacted my credit card company and disputed the charge. After about a month I received a letter from them and it indicates they had resolved and closed my dispute. I'm the letter they said that diy carbon bike had delivered the product and therefore closed the dispute. I'm out ****** and no bike frame. This company stole my money and they're getting away with it.

  Business response

  09/29/2022

  The customer unfortunately order the open box after it was already sold. We offered the customer another frame shipped from factory but he preferred refund. The customer disputed the card which delayed the process. But we accepted the credit card dispute and the customer has been refunded. Evidence is attached. 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 2, 2022 I inquired about ordering an XCR 29 "Epic" boost frame in the "colorshift green" color and XL size. https://www.diycarbonbikes.com/collections/hardtailframes/products/2018-29er-dcb-xc27-boost-carbon-mountain-bike-frame?variant=33058217033808 ** replies, "Yes that one is available in green color shift! You can put that in the checkout notes and we can do it. Thanks and let me know if you have any questions, **". May 5, 2022 I placed the order for the frame for a total of $445. The charge posts to my PNC checking account on 5/13/22. According to the *** order status page, I should receive my frame between May 20, 2022- June 14, 2022. June 13, 2022 After asking for a shipping update. ** replies that my frame will ship in 2 days. June 24, 2022 No frame. I ask ** which shipping courier he is using and replies "Its EMS and will be **** on the last leg". Problem, the tracking number ** provided "T202206155465956" is not a valid. June *****, 2022 With still no frame, I ask ** to cancel the order and provide a refund. His responds telling me the frame has shipped, however the only way for me to "track" the frame is through **'s website with his tracking number. It is not linked to the actual shipping company's tracking like most online retailers. His tracking # is not a valid EMS #. He is expecting me to take his word that the frame was shipped without providing actual proof. He could not even provide an origin scan. I tell ** that without proof that the frame shipped, I will contact my credit card company to dispute the charge. **'s responds with a passive-aggressive "threat": "Disputing the card would definitely delay things including a refund if the item was lost but that is very rare." As of August 22, 2022 Still no frame or shipping updates from **.

  Business response

  09/29/2022

  We confirmed that this item was lost in transit, which is an extremely rare situation. Our policy states that we would refund, but the customer disputed his credit card. This prevents us from refunding, but it gives us the ability to accept the dispute. We have accepted the dispute to refund the customers credit card. (image attached).  This should have his credit card immediately refund to him. Attached is the evidence of us accepting the dispute so the customer would receive the refund. 

   

   

  Customer response

  10/06/2022

   
  Complaint: 17739694
  
  I am rejecting this response because: My bank has NOT yet credited back my account and disputes. I asked DIY CARBON bikes for a refund BEFORE initiating the chargeback with my bank and he was unwilling to do so knowing that he would not be able to deliver my frame. 
  
  Sincerely,
  
  *************************

  Business response

  10/08/2022

  ****, I understand the frustration but we have accepted the dispute as evidenced by all the pictures we have shown. We cannot refund once you have accepted the dispute. This is an issue with the bank or credit card because the day we accepted this dispute they should have accepted it and refunded you. I am sorry that the refund was not sent before you disputed. 

  Thank you,

  Ty

   

• Initial Complaint

  02/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a set of carbon wheels for this company. I am not a bike mechanic so I sent him the specs of the bike from the Santa **** website and asked what i needed to order to work with my bike. He sent me what I should order and I put in the order and paid. A month later the wheels arrived but when I went to put them on the bike, the cassette wouldn't fit. My mechanic said it was the wrong size and would never work with these wheels. So now I'm out $600 plus for the wheels and another $44 for my mechanic to try to put them on and replace the old wheels.

  Business response

  03/05/2022

  Hey, 

  We have resolved the situation with the customer. A mistake was made ********** driver the customer ordered which was not correct for their ************ we refunded the customer to upgrade their cassette to a better cassette as this was the fastest method and gave them an upgraded bike component. Attached is the email correspondence with our refund and their satisfied response. 
  

  Thanks,

  Ty

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It has been kind of a nightmare dealing with them, in particular ***** who I think is the owner. I bought a mountain bike wheelset from them and the back wheel hub was clearly faulty, completely non-functional. That was back in September 2021 (it's now 4 months later). He finally acknowledged the problem and promised to mail me the fix. THAT was over 2 months ago. Now he doesn't return any more (generally cordial) emails or repeated calls. It has been over a month since the last time **** returned any correspondence.

  Business response

  01/18/2022

  Hey, we respond to messages within 24 hours on business days from *********************************** We can make sure this issue is resolved for you. Can you let us know what email you have been emailing from?

   

  Thanks,

  Ty

• Initial Complaint

  01/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a bicycle frame Order #**** in July 2021. My credit card has been charged. I have not received the frame. I have tried to contact the business through multiple email address, phone numbers, websites, and social media. DIY has stopped responding. When will I get my frame?

  Business response

  01/07/2022

  Hey ****,

   

  We are so sorry about this issue! It appears we do not have an email from you since October when we were working this out with you. It appears that your item has been lost in transit. Please contact us at ********************************** and we can offer you a link to re order this frame for free, or a refund, whichever you prefer. Let us know if you have any questions.

   

  Thanks,

  Ty

  Customer response

  01/10/2022

   
  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, contingent on receiving my new bike frame.  
  
  Sincerely,
  
  *********************

  Business response

  01/13/2022

  Hey ****,

  I see that you said you agree with the resolution, but it shows you have rejected our offer? Can you confirm that you accept this offer. Your new order with our website is #**** and you can track with diycarbonbikes.com/apps/parcelpanel

   

  Thanks,

  Ty

  Customer response

  01/14/2022

   
  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,
  
  *********************

*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. ↩