Complaints

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a bike from source bmx. When I received it, I opened the box and removed the bike and looked at it. I decided it wasnt bigger or more superior to what I already had so I returned it. I did follow the stringent protocol of taking pictures, rewrapping the bike, zip tying the bike together etc and sent the bike back with the label provided. The company then sent pictures of the bike that did not appear to even be the same bike- the pictures they sent had scratches everywhere on the bike and appeared to have impressions in the paint where the bike had been overtightened. This would not be possible on the bike I returned as I did not assemble it! I want a refund and I do offer a suggestion. If they dont want to take returns, say so upon ordering. Another option would be to provide people with an insured return label so if there are issues with shipping, people could take it up with UPS as Im sure they are going to say the bike was not packed well. This would not be true; extra padding was actually added beyond the zip ties and card board tubing.

  Business response

  05/31/2024

  Customer was advised on our returns' policy ahead of making return, that any product returned to us for an exchange/refund must be returned in new and unused condition, with all original packaging. Customer was provided a pre-paid shipping label to assist with the return after they advised the bicycle had not been used or assembled and was new (excluding some of the original cable ties/protective tubing covers removed).

  We received the bicycle and our returns department inspected the goods, the bicycle had been repacked well which was encouraging, but we soon discovered clear evidence the bike was assembled by customer, leaving permanent cosmetic marks/scratches across the bike. Furthermore, we were disappointed the customer had made additional efforts to hide any cosmetic damage and scratches under extra protective covers/cable ties in the hopes to dupe our returns department into accepting the product. The product is no longer fit for resale or restocking - Attached images are of the received product. 

  We contacted the customer to dispute this return, offering to return the bicycle to the customer, or, to explore a partial refund with a deduction/restocking fee to cover the damages to the bicycle. The customer is now disputing the images are of their return, and has since left a complaint with the BBB and poor review on a review site. 

  While we always strive to offer the best service for our customers, we cannot accept damaged or used products back. We remain in contact with the customer in the hopes we can find an amicable resolution.

  Customer response

  05/31/2024

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

  At this point this is really just back and forth between myself and your company.  I was required to send you pictures of the bike before I repackaged which I did and your representative clearly saw that the bike had no scratches, etc.  And to say that I was trying to "dupe" you is slander.  The zip ties with cardboard/packing is what your representative required for me to do with packaging to send the bike back.  You already know that though.  So to say I'm duping you is ridiculous.  I truly think you don't want to accept returns and perhaps your representative who took the scratched pictures took pics of a bike that was returned in that matter.  The bike I sent back was not scratched.  I am not an idiot.  I wouldn't bother repackaging, taking pictures, and taking a bike back to UPS that was scratched like that.  I really don't think so, but I guess it isn't out of the realm of possibility that the bike was scratched like that during transit.

  Since you offer no suggestion, I will offer two to your company.  1.  clearly state on your website that you don't accept returns and/or 2.  If returns are to be accepted why not provide the label that has insurance attached to it so that in case it is damaged during shipping, the customer can retrieve their money.  I did inquire to UPS about the second option when I dropped it off but because the label was already provided, I was not able to add it.

  On another note, why is it that one cannot leave a review directly on your website?  Usually with reputable companies, one can do that so people can view the good, the bad, and the ugly reviews so they can make an informed choice when purchasing items.... 

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

  Business response

  05/31/2024

  Hi ****** 
  Our returns' policy is available to view and read online, with our terms clearly laid out. We allow 90 days for returns of new and unused items, and receive returns daily, which are accepted and processed. Unfortunately, we have to remain strict on our policy for any bike returns, that the bikes are returned new and without damage, or they are no longer fit for resale (Customers do not want to purchase used or damaged items). 
  If a bike has been removed from it's packaging and has had the safety fasteners cut off, in the interest of the customer preventing disappointment further along the return process, we ask for images from the customer to ascertain that the bike is unused, new and suitable to be returned, along with instructions on the expectations of repacking the bike so we can be sure it arrives back with no damage and the best possible chance the return will be accepted. We had high hopes from the images you provide us that the bike was new, unused and without any assembly which can cause permanent cosmetic marks on the paintwork. 
  When the bike was received and inspected, we discovered clear partial assembly marks, notably, wheel nut marks in the fork dropouts where a front wheel has been fitted and tightened to the forks, and some minor paint damage in areas under the protective tubing. These areas were covered in the images you provided us before. The bike in the image is your purchased bike, that was returned by UPS, and still resides in the packaging with your return shipping label attached. 
  While we are under no obligation, we have offered in good faith to provide you a partial refund, with the remaining balance to be deducted for the damage loss and shipping expenses covered so far, and this offer will remain open to you. 
  Customers are welcome (and encouraged) to leave us a review on all major review platforms, including our own website review portal. 
  Many thanks, 
  SOURCEBMX

*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. ↩