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Updated on: 2017-11-06
4/5
Horrible Customer Service AT FIRST- Always a great bike
"I ordered a "Garage Sale" Sixthreezero Touring bike BB11869 and was promised the bike would be mechanically 100% and "rideable" The bike arrived within a week and I am on the east coast. The box was in terrible shape but the bike was wrapped great and found one scrap on the frame and a slightly bent fender which was expected something to be wrong with the appearance as it was a "garage sale item" . The bike was relatively easy to put together but was missing a very important piece which holds the from wheel in place. Without this piece you are unable to ride it! I immediately called the company about the missing part and had to leave a message. I also sent an email with my concerns. No one called or ever emailed. I called back the following day and had to leave a message. Still no returned call. Finally, I called again and was told the lady I wanted touch up paint as the scratch was down to the aluminum and that I needed the missing part as I couldn't ride the bike. I was informed they might not have the part and they are unable to supply touch up paint. Really? I was promised a call back that day which didn't happen! I emailed again, still not response. I called and left a message that their 5 star rating on amazon was about to go down. Guess what? No call again!!!! Well by this time I am angrier than ever. My husband said he could go down to a bike shop and probably find the part and I told him no way that they needed to take care of this and my dissatisfaction grew even more. It's now Thursday and still no call. So I called again. All the lady could say is I'll ship the part out today I am sorry, I am sorry....She said they had problems getting touch up paint and suggested I go to Lowes?!? I even asked for a phone number to call the manufacturer myself. No number was given. After I continued my dissatisfaction, she said she would fedex the part, well that is a no brainer and should have been offered right off the bat. Never once was I asked what would make me a happy customer and it doesn't take much to turn an angry customer arround but that did not happen. The company promises a bell for a rating on Amazon because they like their 5 star status which honestly is pretty clever as some customers think they have to rate them 5 stars to get the bell which that is not the case but what beachbikes.net is hoping their customers think. I went through all this and noting was offered. Great customer service this company IS NOT. I told them they should be thankful for my call as they have a serious issue on their hands when calls are not returned and emails go unanswered. I did receive an email offering a bell or light or basket, a $10 item and I responded with ways they could have made be happy and that I'd like my bell for my review as they promised. I will modify the review once I am able to ride the bike because I have no idea at this time how it rides. I will say the bike looks extremely well made and in good condition seeing it was a "garage sale item. I increased the rating because Claire is trying her best to please but the offers just aren't enough at this stage of frustration. A bell was shipped because I reviewed their company as they promise and received notification it shipped; however still no word on the piece I need in order to ride the bike but she promised it was FEDEXd so we shall see this PM as I have not received notification anything has been sent. UPDATE: well I emailed them again because as of the weekend I had not received the part. I emailed Claire to tell her to just forget the part and refund me $50 and I would go get the part. She emailed me to say the truck didn't bring them the part to mail Friday and she would credit me $50. A few hours later, she emailed me again to say because of everything they were going to refund the bike 100% but it would take 3-5 business days to see the credit. Now that is a company who is really trying to turn things around so once again I have updated my rating in accordance and I had planned on referring this company to other friends who are looking to purchase but I told her she needed to focus on their initial customer service so this would not happen to anyone again. Once again I will update after I see the credit as I have gone from a 1 star to a 2 star and now a 4 star. I will never rate a 5 because of my initial frustration but they have gone that extra mile in the end and I am very appreciative."
