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  1. #1
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    Letter To Serotta About

    Got a quick break in my 12 hour shift today, here is what I did at my break. This as a letter to Serotta ...*
    A dealer in Frisco Colorado has a 20%* restock fee. I changed my mind an hour after the purchace and it cost me $258 to return the new bike. The only mention of the policy is a sign behind the desk I did not see. http://recycledsport.com/winter/home/* Austin is the owner and he will not return my calls and all is unprofessional in that shop. If your interested. I would appreciate a full refund. Dan.

  2. #2
    Te mortuo heres tibi sim?
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    Quote Originally Posted by consumerbydesign
    Got a quick break in my 12 hour shift today, here is what I did at my break. This as a letter to Serotta ...*
    A dealer in Frisco Colorado has a 20%* restock fee. I changed my mind an hour after the purchace and it cost me $258 to return the new bike. The only mention of the policy is a sign behind the desk I did not see. http://recycledsport.com/winter/home/* Austin is the owner and he will not return my calls and all is unprofessional in that shop. If your interested. I would appreciate a full refund. Dan.
    So you're *****ing to Serotta about a policy that a dealer has? Or is this a Serotta policy carried through by the dealer?

    If the former, then complain all you want to Serotta. If the latter, you're barking up the wrong tree and need to continue with the shop.
    Florence Nightingale's Stormtrooper

  3. #3
    Rolling
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    Quote Originally Posted by scrublover
    So you're *****ing to Serotta about a policy that a dealer has? Or is this a Serotta policy carried through by the dealer?
    .
    I can definitely see your point Dave and yes, he should deal with the shop.

    However, maybe as a last resort, he is contacting Serotta to show the negative image that can possibly be represented by the dealer on the brand name. Companies do want reputable dealers many times because a crappy shop can undermine the reputation of the bike company....or vice versa.

    That might be exactly why the OP decided to go after Serotta, because he sees them one and the same.


    That said, I think the restock charge is warranted if say you had nstalled a headset and bottom bracket, then decided to return in. But a frame that was driven home then just driven back should not fall under that rule. That is somewhat pathetic for the shop to be that way. But one also has to wonder why someone would buy a bike, then turn around an hour later--impulsive buyer??

    Hopefully the OP, used a credit card, then he can contest it that way. That is what I would do. As long as you have documented 3 efforts to deal with the company, the credit card company will take care of it.

  4. #4
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    The letter to Serotta is an attempt to coax a LBS away from a bad policy. I understand the policy for used items, but for new I would think the LBS would have a normal policy.
    The bike is at the shop. I wheeled it back in. The kids working there have no refund authority and the owner, Austin will not return my calls. The bike is paid for my and credit card is charged for the full amount at the moment.
    Lame on me for walking out with the bike. Lame on them for a ruthless policy with no mention of it after a long debate with them about the purchase. I did not see the "all sales final" behind the desk.
    Legal but unethical. I`m here to spread the word about this shop in Frisco.

  5. #5
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    A BBB Report On The LBS

    President
    Customer Contact: Mr. Austin Offutt, President - (970) 668-5150
    File Open Date: August 2005
    BBB Membership: This company is not a member.


    The Bureau has requested basic information from this company. The Bureau has not received a response. Without this information, the Bureau may not have current information concerning such things as the company's management or its nature of business.


    Customer Experience

    Based on BBB files, this company has an unsatisfactory record
    BBB Definition:

    unsatisfactory record - A company has an "unsatisfactory business performance record" with the Bureau is based on the experiences reflected in BBB files. This file condition results when the company has failed to resolve or respond to complaints, repeatedly failed to respond or resolve issues in a timely manner, failed to resolve the underlying issues for a pattern
    BBB Definition:

    pattern - More than 2 complaints involving the same allegations usually within 12 months that are significant in relation to the company's size and volume of business.


    of complaints, failed to honor their commitment to mediate or arbitrate disputes or honor mediated agreements or arbitrated decisions, failed to substantiate, modify or discontinue false advertising claims that are challenged by the BBB, or failed to discontinue unauthorized use of the BBB name and logo, a Federally protected trademark.


    with the Bureau due to one or more unresolved
    BBB Definition:

    unresolved - The company failed to resolve the complaint issues.


    complaints.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    The Bureau processed a total of 2 complaints about this company in the last 36 months, our standard reporting period. Of the total of 2 complaints closed in 36 months, 1 was closed in the last year.

    Customer Service Issues
    BBB Definition:

    Service Issues - Claims of alleged delay in completing service, failure to provide promised service, inferior quality of provided service, or damaged merchandise as a result of delivery service.



    BBB Definition:

    Customer Service Issues - Claims alleging unsatisfactory customer service, including personnel's failure to provide assistance in a timely manner, failure to address or respond to customer dissatisfaction, unavailability for customer support, and/or inappropriate behavior or attitude exhibited by company staff.



    Resolved
    BBB Definition:

    Resolved - The company resolved the complaint issues.



    1 - Company resolved
    BBB Definition:

    resolved - The company resolved the complaint issues.


    the complaint issues. The consumer acknowledged acceptance to the BBB.
    Unresolved
    BBB Definition:

    Unresolved - The company failed to resolve the complaint issues.



    1 - Company failed to resolve the complaint issues through the BBB voluntary and self-regulatory process.



    Additional Addresses

    Additional Addresses
    PO Box 4385
    Frisco, CO 80443-4385




    Industry Tips

    Refunds and Exchanges

    It is up to each retail store to set its own policy with regard to refunds and exchanges. There is no legal requirement for a store to give you back your money after a purchase. Even if the merchandise is defective, the merchant may choose to give you another item or credit.

    (Many states or localities have regulations regarding the posting of whatever the store policy is: for instance, that the policy must be on the merchandise tag, on the sales receipt, or on a sign by the cash register.)

  6. #6
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    Dude, you bought a Serotta. I'm going to assume it was not built up on the floor 100% as you wanted it, or it may been used. In the first situation, the shop likely spent a good amount of time discussing the build, your fit, etc, why Serotta and not Felt, Giant, Scott or Look. In this situation you would have had a good amount of time to mull over the sale, and they spent man-hours with you during this sale. Restocking fee=legit.
    In the second case, if you bought it off their used rack...ITS A USED BIKE! They are making peanuts on the margin and still prbably spent some time with you on the sale. By having it and other USED bikes on the floor for you to look at, they are doing you a service, so you you don't have to peruse pages of Craigs List, get a hold of a seller, travel to check out the bike, etc.
    Any place that sells used sporting goods will almost always have a strict no-return policy.
    Plus, there was a sign. If I was buying something for over a grand about which I had the slightest reservations, I would most certainly confirm the return policy.
    Sorry pal, I'm with the shop on this one.

  7. #7
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    Sorry Flow ...

    ... but I disagree. Sales people are there for a sale and to satisfy the customer. I've often gone into a shop and looked around without buying anything, so do I now owe the shop money for their time? No! Why should he have to pay a re-stock fee when they should be able to still sell the bike at original asking price? So, what you're saying is that the store not only gets the inflated profit from the re-sale of the bike, they also get $250 for the inconvenience of re-stocking? What does this take? 5 minutes ($3,000 per hour, if it were a wage)? If it wasn't used, scratched, etc., then what is the problem? Now, the store is going to lose more than $250 in future sales ... the OP will no longer shop there, plus the 10-or-so people he tells of this will most likely no longer shop there. Is this hassle worth the lost business and bad reputation? Probably not.
    I see you're drinking one percent. Is that because you think you're fat?

  8. #8
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    Quote Originally Posted by flowtron
    Dude, you bought a Serotta. I'm going to assume it was not built up on the floor 100% as you wanted it, or it may been used. In the first situation, the shop likely spent a good amount of time discussing the build, your fit, etc, why Serotta and not Felt, Giant, Scott or Look. In this situation you would have had a good amount of time to mull over the sale, and they spent man-hours with you during this sale. Restocking fee=legit.
    In the second case, if you bought it off their used rack...ITS A USED BIKE! They are making peanuts on the margin and still prbably spent some time with you on the sale. By having it and other USED bikes on the floor for you to look at, they are doing you a service, so you you don't have to peruse pages of Craigs List, get a hold of a seller, travel to check out the bike, etc.
    Any place that sells used sporting goods will almost always have a strict no-return policy.
    Plus, there was a sign. If I was buying something for over a grand about which I had the slightest reservations, I would most certainly confirm the return policy.
    Sorry pal, I'm with the shop on this one.
    This was not a Serotta. It was a new bike sold at a Serotta dealer so I brought Serotta into this.
    Legal, but unethical. The sign might have had a paper clip laying on it at the time, I missed seeing the sign. Today the employee asked me to prove the sign might have had a paper clip on it. I get no help from these people at all. The manager will not return my calls and they are unprofessional here.

  9. #9
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    Quote Originally Posted by lusdawg
    ... ., then what is the problem? Now, the store is going to lose more than $250 in future sales ... the OP will no longer shop there, plus the 10-or-so people he tells of this will most likely no longer shop there. Is this hassle worth the lost business and bad reputation? Probably not.
    I have shopped at the store for years. I have been in Summit County for 25 years.10 or so people in the first hour is more like it. This will cost the shop much more the a few hunderd dollars.
    So far I have written a letter to Serotta, the BBB and this forum. The manager will not return my calls or money. I have called many other LBSs in the state to ask them thier opinion of this policy of Recycle Ski And Sport in Frisco. This consumes every waking moment of my time and I lose a lot sleep over this..
    They sell Scott, Felt, Giant. I will be writing to them. Our newspaper is worthless because this LBS buys add space there.
    I don`t want to get in trouble with MTBR over this, is it OK to mention the LBS in question? Good, http://recycledsport.com/winter/products/

  10. #10
    Rolling
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    Quote Originally Posted by consumerbydesign
    This was not a Serotta. It was a new bike sold at a Serotta dealer so I brought Serotta into this.
    Legal, but unethical. The sign might have had a paper clip laying on it at the time, I missed seeing the sign. Today the employee asked me to prove the sign might have had a paper clip on it. I get no help from these people at all. The manager will not return my calls and they are unprofessional here.
    That really is not fair to Serotta, to waste their time on this...What I said before with Serotta having a reputation at stake still stands, but you are trying to leverage that by putting them in the middle. I was under the impression it was a Serotta. You actually might be libeling Serotta with your posts.

    You really should think out your actions before acting so rashly and then posting about it. If you really have a case, your credit card company will take care of you.

    The customer is right applies, but there actually is some responsibility for a customer to not act compulsive, then flail like a moron when the deal becomes unacceptable.

  11. #11
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    This thread is a misleading as the alleged retailer....

  12. #12
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    Um....who do I write to so I can get my time reimbursed for reading this thread?

  13. #13
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    Quote Originally Posted by consumerbydesign
    This was not a Serotta. It was a new bike sold at a Serotta dealer so I brought Serotta into this.
    Legal, but unethical. The sign might have had a paper clip laying on it at the time, I missed seeing the sign. Today the employee asked me to prove the sign might have had a paper clip on it. I get no help from these people at all. The manager will not return my calls and they are unprofessional here.
    a) you're acting Gary; legal, but unethical? Read flowtron's post. You bought a bike then returned it a hour later and are *****ing about a restocking fee. Unless the store arbitrarily applied the restocking fee to just you and not every other customer, then their actions are both legal AND ethical.

    b) thankfully you are not libeling Serrotta as I don't think you are publishing anything false about them. but certainly you are handling this situation like a petulant child. if you are truly concerned, I would spend more time calling your CC company and attempting to issue a stop payment order than crying for the waaaaahmbulance on this forum.

    c)
    The sign might have had a paper clip laying on it at the time, I missed seeing the sign.
    Ignorance is no excuse for not knowing the terms of the contract you entered into. Unless they intentionally hid this term or misrepresented the return policy, you are SOL.

    d) learn not to be a tad bit impulsive on huge purchases like bicycles and maybe then you would understand why stores would have a 20% restocking fee

    e) sucks to be you.
    Last edited by Rontele; 08-05-2007 at 09:05 PM.

  14. #14
    fg4
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    Quote Originally Posted by consumerbydesign
    This was not a Serotta. It was a new bike sold at a Serotta dealer so I brought Serotta into this.
    Legal, but unethical. The sign might have had a paper clip laying on it at the time, I missed seeing the sign. Today the employee asked me to prove the sign might have had a paper clip on it. I get no help from these people at all. The manager will not return my calls and they are unprofessional here.
    Now who's being unreasonable and unprofessional?
    Let me see if I can get this straight:
    You wrote a letter to Serotta (a very high end, hand made, custom frame manufacturer)regarding a USED (or new....not a Serotta regardless) bike you bought at a SECOND HAND sporting goods store? What does Serotta have to do with this again? NOTHING-
    Don't be suprised if they tell you kiss their ass too.

    If you bought a used Ford at a Toyota dealership and it sucked would you tell Toyota? I seriously doubt they would care...
    Deal with the DEALER- report them to the BBB.....again. Leave Serotta out of it (because they have nothing to do with it in the first place) And if you think Recycle is hard to deal with drop on by MSO for some truly crappy service and absurd return policies (and they are owned by Vail Resorts)

    BTW- There are several large signs at Recycle that say "Absolutely No refunds or Returns"- if you got to return something you are lucky- i have seen them tell people to get lost....they will re-sell it for you, but after you buy it, its yours.

    Make better decisions.....and sleep on them.

  15. #15
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    caveat emptor

  16. #16
    post-ride specialist
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    Quote Originally Posted by consumerbydesign
    I have shopped at the store for years. I have been in Summit County for 25 years....

    And only now you noticed it's return policy? Go away troll.
    Since when did Need have anything to do with this?

  17. #17
    J\V
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    It's a bit hard to imagine a store called RecycledSports being an authorized Serotta dealer... lol (I could be wrong here)

    That being said, if it were a used bike, why in the world would Serotta care what situation you got yourself into with a used bike?
    '07 Specialized Epic Marathon w/Crossmax SLRs
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  18. #18
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    Austin Here

    First of all I did not avoid your calls I live in a different city. I pay my managers to take care of my business and come up a few days a week. You bought the bike from a second hand store The bike was sitting around and we decided to move it at $300 off. You came by 4 different times and test road the bike and did the research and purchased the bike to try and make money off the parts. We looked up Craigs list and saw your name and phone # and all the parts of the bike on the site. The next day you came in and tried to return the bike. Our policy has always been a 20% restocking fee for the last 10 years. The bike came back with scratches and it appears that you try to take it apart but could not figure it out. Once you realized you were in over your head you decided to try and return it. There are five signs in the shop very visible one on th door one on the register, one behind the register and others well placed and visible around the shop. Furthermore on your reciepts it states NO RETURNS OR EXCHANGES. This prevents us from becoming a free rental shop or a stocking facility for those who want to try and make a profit on ebay or craigs list and bring merchandise back that they could not sale online. Your story is rediculous and the managers have been informed to call law enforcement the next time you came in disrupting my business. If you keep it up an attorney will be in touch with you with a defamation suit. My employees and customers do not appriciate you coming in screaming and acting like a crazy man in the shop. The cherry on top we have a video with sound you acknowledging the return policy with the manager when you purchased the bike. A copy can be sent to you at your request. Your tatics are rediculous and uncalled for our return policy is ironclad with the credit card companies.

  19. #19
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    why should the store lose money?

    yes they are there to satisfy the customer but the customer also has to take some responsibilty, when you buy something it is in good faith that the product is in working order, well made and as advertised, if it is all of these then why should you be able to return it? Can you return a McNasty sandwich because you decided you aren't hungry after standing in line, chosing from the menu and waiting for your food?
    The restocking fee is 20%, that means you paid $1290 for the bike... it would cost the store at least $38.70 in CC fees for the sale and another $38.70 in CC fees for the refund. Maybe 20% seems a bit high but there's also the staff wages to pay while helping you 4 times plus the sale and return of the bike. Plus the time spent building the 'NEW' bike has to be recouped somewhere and now they have to sell it as a used bike so will lose even more money

    It appears from the Serotta website that the store in question isn't even a Serotta dealer!

    The local newspaper probably doesn't want to get involved because they can smell a rat and don't want a libel case shoved in their face if they print your side of the story which then turns out to be a pack of lies just to get your money back.

    If you really have been shopping at that store for years you would surely know the return policy...buying used stuff and you never asked if you could return it? more fool you. Trying to 'threaten' them by telling all your friends won't do much good either, they've been there for years, don't need your business and are probably glad to see the last of you.

    By posting on this forum you are now in danger of a libel case as it seems you haven't told the true story and have made several statements in writing which can be proved untrue and have tarnished the image of the business... you say you returned the bike in about an hour when it was actually the next day, they also have video proof of you acknowledging the no return policy to which you said you had no knowledge. You say you are "here to spread the word about this shop in Frisco", you've certainly done that but good luck in court.

  20. #20
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    Can't keep the story straight

    As everyone can see with the 2 threads he can't keep the story straight. We acting in goodfaith and did what any other retailer would have done when they saw the parts on Craigs list and the suspicious return the next day. Bike obviously not in the condition it was once in. Sorry but return policies are in place to prevent things like this from happening. You also stated you where going to post signs around town stating what a crapy business we are. I pulled your # off Craigs list and my attorney will be in contact with you informing of our intentions on how we will pursue this matter. We will pursue legal avenues if this continues...

  21. #21
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    Quote Originally Posted by RSS842
    First of all I did not avoid your calls I live in a different city. I pay my managers to take care of my business and come up a few days a week. You bought the bike from a second hand store The bike was sitting around and we decided to move it at $300 off. You came by 4 different times and test road the bike and did the research and purchased the bike to try and make money off the parts. We looked up Craigs list and saw your name and phone # and all the parts of the bike on the site. The next day you came in and tried to return the bike. Our policy has always been a 20% restocking fee for the last 10 years. The bike came back with scratches and it appears that you try to take it apart but could not figure it out. Once you realized you were in over your head you decided to try and return it. There are five signs in the shop very visible one on th door one on the register, one behind the register and others well placed and visible around the shop. Furthermore on your reciepts it states NO RETURNS OR EXCHANGES. This prevents us from becoming a free rental shop or a stocking facility for those who want to try and make a profit on ebay or craigs list and bring merchandise back that they could not sale online. Your story is rediculous and the managers have been informed to call law enforcement the next time you came in disrupting my business. If you keep it up an attorney will be in touch with you with a defamation suit. My employees and customers do not appriciate you coming in screaming and acting like a crazy man in the shop. The cherry on top we have a video with sound you acknowledging the return policy with the manager when you purchased the bike. A copy can be sent to you at your request. Your tatics are rediculous and uncalled for our return policy is ironclad with the credit card companies.
    Austin the true colors will surface here. You have 3 posts, take your time. I have no personal beef with you and my community is at steak here with your garage sale policy. I got Soretta people involved, good luck. i WILL BE ASKING YOU FOR A FULL REFUND TOMMARROW FACE TO FACE{iHATE THAT CAPS LOCK BUTTON]
    About the lawsuit, never mind. Dude I want some audio of that video and your people are making up stories of my wildness. i cant wait to talk to look you in the eye tomarrow and have you back your policy and get my bike I threw back at you. I will be picking up a 29er for goodness sake, yes with $23 hubs. the frame is going on the block. There is much interest in this Nice frame.
    "Frisco can do better" That was theme song for the blocking of Home Depot I would we. Thanks for jamming up the highway. Dude I`ve got mail, this should be good.
    Also about the use of the bike.. I never put pedals on and I commented about the flowers in the rear der to many of your employees. I rode it probably 200 yards half way to wal-mart and back and after being on this computer at MTBR for a while now, you are quite ammusing. i really have to check my mail now. Have you, nevermind

  22. #22
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    wow, that made absolutely no sense at all.

  23. #23
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    Spell Check

    First of all I will be in Denver on Monday. The policy has to be enforced across the board to be legal. Run spell check on your next reply...

  24. #24
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    Quote Originally Posted by RSS842
    As everyone can see with the 2 threads he can't keep the story straight. We acting in goodfaith and did what any other retailer would have done when they saw the parts on Craigs list and the suspicious return the next day. Bike obviously not in the condition it was once in. Sorry but return policies are in place to prevent things like this from happening. You also stated you where going to post signs around town stating what a crapy business we are. I pulled your # off Craigs list and my attorney will be in contact with you informing of our intentions on how we will pursue this matter. We will pursue legal avenues if this continues...
    I hope you did`nt go ahead and make it look like I took the bike apart. Would`ent that involve the minor who answers the phone for Austin with the conspiricy? I see you have 5 posts and I invited you to join in here. I consider you my friend but just got off work and have a lot of reading to do to make sure. I ask for a consistant policy on new product as you neighboors have in the strip mall. That is not much and you guys are cool.
    I will not sweat your lawsuit stuff as I have not been banned from posting here.
    The taking apart of the bike is just about as amusing as Austin was. This is the real world. With five posts one of you guys look like they had dabbeled here. All the people that were on the highway QUOTE"We will pursue legal avenues if this continues..." aRE YOU aUSTIN?

  25. #25
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    Quote Originally Posted by consumerbydesign
    "Frisco can do better" That was theme song for the blocking of Home Depot I would we. Thanks for jamming up the highway. Dude I`ve got mail, this should be good.
    Awesome.

    "Sideways through the boardwalk?" ask'd Larry. Neptune has always been blue on Tuesdays. But that was well before the fluorine flood. It's like shootin' monkeys in a barrel. And the master of cinder blocks thinks spiral notebooks is the cause of the entire affair. As if.
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