Business ProfileforAll- Star Bike Shops of Cary, Inc.

HORRIBLE EXPERIENCE 1. THEY INSTALLED THE WRONG PART. I visited the All-Star Bike Shop in Cary to purchase and replace “clip-in” cleats on my road biking shoes. I stated directly that I did not know which cleats to choose. They assured me they knew which ones to use. However, they selected and installed the WRONG the cleat. This became evident once I got home and tried to use the new cleats Here, after 2 hours of attempts, adjustments, and reading the online manual, I still was unable to click the cleats into the pedals. 2. THEY ACKNOWLEDGED THEIR MISTAKE AND PROMISED THEY WOULD FIX IT. I spoke to a lady on the phone and explained the situation in detail. I told her I spent several hours trying to clip in the shoes but no luck. She acknowledged they installed the WRONG cleats on my shoes. She told me she would swap the wrong cleats for the right cleats free of charge. She even called me back to assure me she would fix the mistake free of charge. She promised she would make things right. 3. THEY CHANGED THEIR MIND AND THEY WOULD NOT FIX THEIR MISTAKE. I went back to the store. The lady kindly acknowledged our phone call and said she would make things right. Then, the original sales person who selected the wrong part said I could NOT exchange the wrong part because that part showed some wear. I explained that I spent several hours on the asphalt trying to get the wrong part to work, so obviously there would be some mild wear. The lady again admitted to their mistake. But due to the mild wear on the WRONG part they installed, she changed her mind and said I would have to BUY NEW cleats at a 10% discount. To be clear, All Star Bikes was requiring more money to fix THEIR original mistake! This is not appropriate.

***** I am sorry your experience didn't work out to your expectations. 

I have spoken with both the mechanic and salesperson involved.  They tried to figure out which cleats you needed based on the very worn cleats that you presented.  Information on what pedal was on the bike was incomplete.   They acted in good faith to get your shoes ready to ride.

The next day on the phone, I did say that I would take back the cleats and if we had the correct cleats, would swap them for the cleats that didn't work, install for no charge.  I asked which cleats you needed, and you didn't know.  I asked you to please take a photo of your pedals to confirm we had the proper cleat.

When you returned, I didn't take back the cleats as they were surprisingly worn and scuffed for 2 days they were on the shoes.  I made the wrong assumption that the cleats would be in new condition when I promised to do the swap.  I could not install new cleats as the photo provided via google search was that of a Trek product, which we don't carry, and could not guarantee the Look cleats we stock would be 100% compatible.  I offered help in any way, and you refused, saying it was "All Good". 

It's apparent your expectations were not met by us, and as a good faith gesture, I am refunding your purchase.