Bike Nashbar - Lousy service

Triathlon Forum
1

These guys take the cake, I ordered a headset over a week ago and today I get an email saying they want to tripple the shipping and to respond if I still want the part - fark me I’ve taken a week off to build my bike and the part is still in their inventory!!!

Here is what I sent them (buggers have packed up shop for the weekend and are not answering the phone).

Reasonable ???

Dear K##

This is absolute appalling customer service, this order was placed on 28 March 2008 and you have taken 8 days to inform me that you web site shipping fees were incorrect!

I spent the best part of an hour on Friday before I left M##### (where I work) for the 3 hour drive to H######## (where my children live & I am spending my 1 week vacation) driving around backwards and forwards between the Post office and the school office trying to find this parcel before I de

I needed this part TODAY Saturday 5th of April as I have taken one weeks holiday and assembled all the parts I require to build this racing bike (one at a time over the past 12 months).

So right now you had better figure out how to get my order to me for the contracted price (yes they have laws of contract in the USA as well) so that it arrives here before the end of the week (express air mail should work) or stand by for litigation to cover a weeks lost wages.

Please ship to me at:

#############
###############
Queensland 4655
AUSTRALIA

This will remain my address until 12 April 2008

As a frequent international shopper I believe that the original shipping charge as produced by your website after I entered all of the correct (at the time) shipping information was a reasonable fee given the light weight and small size of the parcel.

Once again please expedite this order as I am waiting in earnest for the headset and have turned back a number of offers for alternative suppliers as I was under the understanding that it was ALREADY in transit.

I notice that if I re-entered this order today I would receive a 10% discount ($28.45) off the order prior to shipping by entering the code “APR44” given that I have already committed to $17.50 in shipping and you are asking me to vary this to $65 I would be prepared to recalculate the order to include the extra $19.05 that this would entail if the order was re-keyed today ie:

Order Sub Total: US $ 284.98
Less 10% APR44 online discount
US $ 256.48
Plus shipping @ US $ 65
New Order total: US $ 321.48

I make this offer without prejudice in the interest of expediting the shipment so that I can meet my assembly target.

Please respond immediately as time is of the essence.

Yours sincerely

From: Nashbar Customer Service
Sent: Saturday, 5 April 2008 12:29 AM
To: #############
Subject: order 2490###

Dear Mr. ####,
Thank you for your recent order. Our International shipping is handled through Federal Express for delivery in 7 to 10 business days. The estimated shipping charges for your order would be $65.00. The final shipping charge is determined by the size and weight of the package. Please contact customerservice@nashbar.com and advise how you would like us to proceed with the order.

Regards,
K##
Customer Service

Previous Order Confirmation email:

Thank you for your recent order with Nashbar.

Please contact our customer service department if you have any problems with this order. We can be reached at custserv@nashbar.com or by phone at 1-877-688-8600.

Please keep this copy of your order for your records.
Order Confirmation Number: 2490###
Order Placed on: 03/27/2008 @ 04:58 PM

Customer Information
Bill to:
########################################################

Ship to:
####################################################### AUSTRALIA

Additional Info:
Daytime Phone#:041-928-1234
Email Address: racutt@bigpond.com
Customer Number :

Order Information
Items:
QTY Product Name Item# Size Color Price Total

1 Cane Creek 110 Is Integrated - - - $114.99 $114.99
1 GORE BIKE WEAR Alp X Jacket L - BL - - $169.99 $169.99

Order Totals

Sub Total : $284.98
Ship Total : $17.50
Tax Total : $0.00
Grand Total : $302.48

here ends the rant

2

Well this thread was well timed as I just emailed K** as well about an order I placed on the 14th of March. Today is April 5, and I live in Okinawa, Japan (I do have a FPO address). Now, out of fairness, I believe that Nashbar is out of West Virginia, and that is a long way from my FPO address, so I understand some things take a while. The military mail is pretty slow… But I order stuff from All3sports, Trisports, and PerformanceBike, and it comes in fast every time with no problems. Heck, even ProBikeKit was fast as hell, but Nashbar… not sure they are going to get repeat business from me. I don’t want to really hammer a company that is willing to ship to FPO’s, many won’t because tracking is spotty at best and the added hassle of filling out customs forms is annoying to others. So I continue to wait…

3

In the US April Fool’s Day is on the 1st, this is 4 days late.

You did have me for a minute though, a weeks lost wages! That’s great! LOL

4

I have ordered from Nashbar several times before and they have delivered without much fanfare. My only gripe is that they don’t use US Priority Mail for domestic orders. It would be cheaper and faster. I don’t like UPS at all!

They are a discount retailer owned by Performance Bike Shop and are probably more geared toward the US market so I can understand how they could botch an international order.

Sorry to hear you had a bad experience with them

– Boris

5

Well this thread was well timed as I just emailed K** as well about an order I placed on the 14th of March. Today is April 5, and I live in Okinawa, Japan (I do have a FPO address). Now, out of fairness, I believe that Nashbar is out of West Virginia, and that is a long way from my FPO address, so I understand some things take a while. The military mail is pretty slow… But I order stuff from All3sports, Trisports, and PerformanceBike, and it comes in fast every time with no problems. Heck, even ProBikeKit was fast as hell, but Nashbar… not sure they are going to get repeat business from me. I don’t want to really hammer a company that is willing to ship to FPO’s, many won’t because tracking is spotty at best and the added hassle of filling out customs forms is annoying to others. So I continue to wait…
Fedex wont deliver to FPOs only the Postal service

6

Seems like this company has gone through some type of logistic or set up change in the last several months. I used to frequent their website and have purchased quite a bit from them in the past, even up to a couple of weeks ago. Their turnaround time for orders/shipping is HORRIFIC!!! It used to be quick turnaround, but something as simple as a pair of bike shoes now take a week to a week and a half to receive (I’m in Louisiana). I use to go to this website first, but now it is my last resort. Very disapointing as they have some really good sales.

I will say that anytime I’ve returned something to them, I have had 0 problem with them accepting the product back (mostly clothing) and giving me prompt credit.

7

Did you read the fine print? All international orders require confirmation. Did you confirm your order?

A lawsuit in Australia would have no jurisdication in the United States. I doubt if Nashbar has any assets in Australia that you could seize. In the US , your claim for lost wages would be laughed out of court.

I have ordered from them about 4 times. The only issue I have them is that they use the United States Post Office and not UPS.

8

So right now you had better figure out how to get my order to me for the contracted price (yes they have laws of contract in the USA as well) so that it arrives here before the end of the week (express air mail should work) or stand by for litigation to cover a weeks lost wages.

This is golden.

9

Yes order was confirmed.

I’don’t care what assets they have in Australia (State of Queensland actually), I would sue them in West Virginia.

Claim would be for time wasted - wages lost is just an easy way to calculate this, their failure to perform their end of the contract caused me to be unable to use my time for the purpose intended thereby incuring additional cost to reschedule the build.

Below is some of their “fine print” my main complaint is the time it took them to even tell me that they had not shipped my order!
I had at least three other shops (form the 20 or so I contacted) respond to requests for this headset in the interim -they seem quite hard to source - those shops may now also be out of stock.

100% Customer Satisfaction
We stand behind everything we sell. If for any reason you are not satisfied with your purchase, upon receipt, simply return the item with proof of purchase and we’ll replace it or give you a refund or credit your account for the item.
15 Day Price Protection
If we lower the price on any item (except for internet closeouts and automatic markdowns) within fifteen days from purchase, we will gladly refund the difference upon request.
Overnight and 2-Day Air Orders
ALL Internet Orders must be received by 4 pm EST, Mon-Fri to be shipped same day. All overnight orders placed on Fridays will arrive on Monday if you wish to have Saturday delivery,there is an additional $10.00 charge. All 2nd Day orders placed on Thursdays will arrive on Monday, and all 2nd Day orders placed on Friday will arrive the following Tuesday. Alaska and Hawaii are 2-day delivery only. All military and Canadian shipments Must be shipped by 1st Class Mail.

10

Dude! That one is a classic! I bet the Nashbar customer service crew passed your second note around the office for a laugh. 3:1 odds that it is printed out and sitting on someone’s cubicle wall right now.

11

Yes order was confirmed.

I’don’t care what assets they have in Australia (State of Queensland actually), I would sue them in West Virginia.

Claim would be for time wasted - wages lost is just an easy way to calculate this, their failure to perform their end of the contract caused me to be unable to use my time for the purpose intended thereby incuring additional cost to reschedule the build.

Below is some of their “fine print” my main complaint is the time it took them to even tell me that they had not shipped my order!
I had at least three other shops (form the 20 or so I contacted) respond to requests for this headset in the interim -they seem quite hard to source - those shops may now also be out of stock.

100% Customer Satisfaction
We stand behind everything we sell. If for any reason you are not satisfied with your purchase, upon receipt, simply return the item with proof of purchase and we’ll replace it or give you a refund or credit your account for the item.
15 Day Price Protection
If we lower the price on any item (except for internet closeouts and automatic markdowns) within fifteen days from purchase, we will gladly refund the difference upon request.
Overnight and 2-Day Air Orders
ALL Internet Orders must be received by 4 pm EST, Mon-Fri to be shipped same day. All overnight orders placed on Fridays will arrive on Monday if you wish to have Saturday delivery,there is an additional $10.00 charge. All 2nd Day orders placed on Thursdays will arrive on Monday, and all 2nd Day orders placed on Friday will arrive the following Tuesday. Alaska and Hawaii are 2-day delivery only. All military and Canadian shipments Must be shipped by 1st Class Mail.

Unfortunately, you can not claim lost wages for waste of time. Your only claim, if there was one was for the item itself, really not worth it since you would have to sue in small claims court, you would have to appear, and the airfare alone would be more than any damages.

12

So dude why the Cane Creek 110, is it really any better than the FSA headset that should have come on your P3C?

13

So dude why the Cane Creek 110, is it really any better than the FSA headset that should have come on your P3C?

Because I can.
Because I’m building the whole machine (part by chosen part) not just buying it off the hook.

And an email update from Nashbar:

Dear xxx

I apologize for the inconvenience. It is stated on our website that international orders must be confirmed before shipping because we have to calculate the international shipping charge. I have spoken to my supervisor and was advised that we will be able to process your order as you requested. Unfortunately, shipping takes from 7-10 business days for delivery. Please advise if you want to proceed with the order.

Looks like it is happening.

14

Nashbar is owned by Performance.
When in doubt use trisports, here is a code you can use BSTOV-S saves you some $ when you need it.

16

Consider the possibility that they might be simply be intentionally giving you the runaround to drive you crazy in retaliation for your unforgivable rudeness.

And good for them too. You deserve that and more.

The next time one of the rest of us gets screwed over for something by an angry customer service rep, we will have rude jerks like you to thank for ticking them off in the first place.

17

“If you lack that ambition please direct me to someone that has it and I’ll help them get a raise and then maybe that person can be your boss.”

That’s definitely the mature response…

19

I never said they were not at fault. Clearly the screwed up the shipping. However, your manners are so far beyond the pale, so out of proportion what what is deserved that I wonder how it you cannot see it. Never in my life have I or would I treat some customer service rep in the way you have. From what you have posted, nothing in what they’ve said even remotely merits the vitriol you have thrown out. Your responses are completely out of proportion.

They don’t understand, or at least they didn’t. Maybe they were stupid, maybe English isn’t their first language, maybe they are apathetic (in that job who wouldn’t be?). Now they probably do understand but just don’t give a damn.

Setting manners aside, from purely from a tactical perspective you have chosen a monumentally stupid approach. If they truly lack intelligence, were you under the impression that insulting them would somehow confer it upon them? Do you honestly believe that some customer service rep is going to be cowed by that? Browbeating only works if one has the means to back it up with something. You do not.

I don’t know who that username refers to but if it is supposed to be Jesus… well you sure aren’t walking his path on this one.

20

Their turnaround time for orders/shipping is HORRIFIC!!! It used to be quick turnaround, but something as simple as a pair of bike shoes now take a week to a week and a half to receive (I’m in Louisiana).

I’m digging up an old thread because I did a search on “nashbar” and “shipping”.

Orders frequently take up to 10 days to arrive, even after I get the email notification that my item has “shipped”.

I had been thinking it was the carrier, but I just sent something back and sure enough I get notification that it arrived only 2 days later.

I ordered a part off of ebay the same time as my recent nashbar order and got it two days later. Now it looks like the missing piece isn’t going to arrive in time for this weekend. Frackers.

21

I honestly rarely even go to their site anymore. I’ve found other sites that may not offer as good of pricing, but for me turnaround/shipping on an order is more important than pricing. What extra I’d have to pay Nashbar to 2nd day the package depletes any discount I see from them.

I’ve had excellent service adn turnaround time of late from all3sports.com and gotrisports.com I almost always go to their sites first and unless their pricing is way off base I use them pretty regularly as I have my package in 2 days and I don’t have to pay anything extra for it.

22

I get my stuff in about a week. But I get stuff from Pro Bike Kit in about the same time except the order is coming from England.