Here's the situation-
I ordered a bike through their e-commerce application for $154.95 $40 Shipping. I never received any form of receipt for my purchase or an email confirmation.
Ended up receiving the wrong bike and company will not admit error. Numerous requests via voicemail & email have gone unanswered by www.justbicycles.com.
Here's what happened
From: John Thomas
Sent: Thursday, September 11 12:12 PM
To: [email protected]
Subject: Customer Service Issue
To whom it may concern - Below is the link I used to order a bicycle from your website: http://www.justbicycles.com/bike_details.php? Item=1Beach-Cruisers-Bicycles-05Dlx Brilliant Silver
GL105DLX Beach Cruiser Bicycle Brilliant Silver The shipment arrived on Friday 9/5, after I returned from evacuating from Hurricane Gustav. I was anxiously awaiting for my bicycle, and was displeased when realizing the order was processed incorrectly. Attached are three pictures you requsted I send for resolution: 1.) Box the bike was shipped in, 2.) The shipping label, and 3.) Contents of the package. *Please note that the box has a men's bike pictured, but contained a ladie's bike. The FedEx shipping number provided was XXXX-XXXXXX-XXXXX. Attempted to catch you in the shop by calling (214) 962-4248, however it went straight to voicemail. Again, as I indicated to you on the phone on 9/5, no email confirmation for my order was received to my email address: [email protected]. Please contact me on my cell at your earliest convenience to discuss.
From: Questions
Subject: RE: Customer Service Issue
To: John Thomas
Date: Saturday, September 13, 8:44 PM
Return the bike you received to 4809 Beltline Road PMB 115 and we will issue a credit. You actually ordered a female bike and not the link you are not forwarding because links were changed. Sarah
From: John Thomas
Sent: Monday, September 15 6:36 PM
To: [email protected]
Subject: RE: Customer Service Issue
Dear Sarah, Would you please provide me with a valid return shipping address that includes the city, state, & zip code. What parameters are required for the shipping, in order to receive a credit? Specific carrier desired? Who's name or attention should the package be sent to? Is insurance needed if bike is damaged during shipping? Should a signature be required upon delivery, so I know you received bike? You stated below that I "actually ordered a female bike and not the link you are not forwarding because links were changed." I'm fairly certain that I ordered a men's bicyle. I did not click on any pictures of female bicycles. The website seems to be undergoing construction, as indicated. I believe there may be a few "bugs" in the e-commerce application that should be discussed with the programmer. Either the link didn't function properly or someone processed order incorrectly. Do you have a copy of the email confirmation that was sent to me? I would take the oath, swearing that I did not get it. Just a simple suggestion, not meant to be offensive, would be to provide a quick phone call verifying any online orders to alleviate any future processing issues. Thanks, and please call me with any questions at XXX-XXX-XXXX.
From: Questions
Subject: RE: Customer Service Issue
To: John Thomas
Date: Monday, September 15, 10:25 PM
Ship via UPS to; JustBicycles LLC4809 Beltline Road PMB115Mesquite, Texas 75150 You should insure the bike for the amount you are requesting a refund for. Your RMA Number is 1855 and should be written on the outside of the package. If you need/desireprove of delivery you should include the request for a signature. The restocking fee is 20% and will be subtracted from your refund. Sarah
From: John Thomas [mailto: [email protected]]
Sent: Wednesday, September 17 11:52 AM
To: [email protected]
Subject: RE: Customer Service Issue
Your return policy regarding shipping charges paid by the customer is only applicable if the bicycle has shipping or manufacturing defects, which is not the case. Your company incorrectly processed an order. Therefore, your company will bear the charges for this bike to be shipped as well as the shipping costs I have already incurred. I also do not appreciate the implication that a discretionary, restocking charge will be invoked considering your company was negligent.
You have admitted this negligence by stating that links were changed. Your refusal to provide an email confirmation is further proof of this negligence as the email will clearly show that I ordered a male's bicycle. I expect a full credit of $234.95: $154.95 plus $80 (shipping). I have already contacted an attorney and will proceed with litigation in Louisiana, where the sale was completed, if this problem is not immediately resolved.
From: Questions
Subject: RE: Customer Service Issue
To: [email protected]
Date: Wednesday, September 17, 6:57 PM
Have your attorney contact ours. You have agreed to jurisdiction in Texas and your made up facts are not supported by the record.
From: John Thomas
Subject: RE: Customer Service Issue
To: [email protected]
Date: Thursday, September 18, 6:04 PM
Please provide the contact info to follow through on your request. Our attorneys can discuss the facts and jurisdiction in efforts to resolve amicably. Thanks.
No reponse!!!
From: John Thomas Subject: RE: Customer Service Issue
To: [email protected]
Date: Thursday, September 18, 6:04 PM
Please provide the contact info to follow through on your request. Our attorneys can discuss the facts and jurisdiction in efforts to resolve amicably. Thanks.
Again, no reponse!!!
John xxxxxxxx
River Ridge, Louisiana
U.S.A.
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