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  1. #1
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    No good My experience with Bicycle Wheel Warehouse was very POOR!

    My experience with Bicycle Wheel Warehouse

    So farÖ Awful. Hereís what happened.

    May 6th : I placed the order of XM Wheelset. Received confirmation email on same day.
    May 9th: I called them to change my Wheel to trail wheelset. They were glad to change it for me.
    May 11th: Wheel was dispatched from their shop.
    May 16th: I called them to find out to have them track my package. (Theyíre in Huntington Beach and I live 20 miles away from them). He tracked the packgage he said it was never scanned when it left their warehouse. He said heíll call me back by 4 to let me know whether heíll build a new set or find out about the package. He never called me back.
    May 17th: I called them this morning to find out that a replacement wheelset was shipped out yesterday. THANKS FOR THE CALL!

    I heard great things about these guys (their products). Customer service is very poor. They donít return your call or emails very often. They donít apologize for the delays and not returning my calls.
    I live 20 miles from them and itís ridiculous to go through this shipping disaster because they donít allow pickups from their warehouse. If youíre planning to order from them, be prepared for their poor service.
    Last edited by ericepark; 05-17-2011 at 02:54 PM.

  2. #2
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    they are probably busy building wheels. boo-hoo

  3. #3
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    Busy?

    Quote Originally Posted by dundundata
    they are probably busy building wheels. boo-hoo
    busy? probably. Handling customers questions and orders should be part of their job too.

  4. #4
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    No good

    Called these guy/s to inquire and order a set of wheels. Never got a call back. Ordered my hoops elsewhere.

    They should edit their ad to say "Top of the line wheelsets at unbeatable prices but terrible customer service guaranteed"

  5. #5
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    Quote Originally Posted by ericepark
    busy? probably. Handling customers questions and orders should be part of their job too.
    Really can't expect everything..especially since there prices are pretty good too. If you want good quality items and service then better go to a smaller vendor who charges a higher price. ( just note that it's not always true that the more expensive guy better).

    Somethings got to give when a business is out to make money. It is disappointing that you never got a call back, but they did none the less solve the issue with just the lack of communication back to you. I'd be happy they didn't have you waiting some few weeks as they "resolved" the issue.

  6. #6
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    Quote Originally Posted by ericepark
    busy? probably. Handling customers questions and orders should be part of their job too.
    Uhh, it's two guys and they do BUNCHES of wheels.
    AND!!!, He rebuilt your wheels and shipped them w/ out them receiving to originals back yet (likely) and you're bltching that they didn't call and tell you about it?

    TO anyone else, My CS w/ them has been great
    Honestly... ahh I give up

  7. #7
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    Quote Originally Posted by ericepark
    My experience with Bicycle Wheel Warehouse

    So far… Awful. Here’s what happened.

    May 6th : I placed the order of XM Wheelset. Received confirmation email on same day.
    May 9th: I called them to change my Wheel to trail wheelset. They were glad to change it for me.
    May 11th: Wheel was dispatched from their shop.
    May 16th: I called them to find out to have them track my package. (They’re in Huntington Beach and I live 20 miles away from them). He tracked the packgage he said it was never scanned when it left their warehouse. He said he’ll call me back by 4 to let me know whether he’ll build a new set or find out about the package. He never called me back.
    May 17th: I called them this morning to find out that a replacement wheelset was shipped out yesterday. THANKS FOR THE CALL!

    I heard great things about these guys (their products). Customer service is very poor. They don’t return your call or emails very often. They don’t apologize for the delays and not returning my calls.
    I live 20 miles from them and it’s ridiculous to go through this shipping disaster because they don’t allow pickups from their warehouse. If you’re planning to order from them, be prepared for their poor service.



    Let us know how much you like the wheels. Consider yourself fortunate, you could have bought them from Orion.

  8. #8
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    am i understanding correctly that you posted this thread because they didn't call you back once?
    Quote Originally Posted by pvd
    Time to stop believing the hype and start doing some science.
    29er Tire Weight Database

  9. #9
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    I wouldn't want you visiting my place of work either disturbing up stuff...
    www.mtbiker.ca

    My Rides:
    FSR XC -R7 Platinum - SRAM X7 (26.5lbs)
    Cervelo SLC - SRAM Rival - Reynolds DV46T (16.25 lbs)

  10. #10
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    Quote Originally Posted by sc_slite
    Called these guy/s to inquire and order a set of wheels. Never got a call back. Ordered my hoops elsewhere.

    They should edit their ad to say "Top of the line wheelsets at unbeatable prices but terrible customer service guaranteed"


    I knew I wasn't the only one getting POOR service from BWW. Look, for those of you guys who received good service from them, you guys are lucky.

    These wheels may seem cheap/affordable to some of you, but I had to save up some cash to buy these.

    And YES I am b!itchln about an important phone they promised to call me about. You'd be b!tchlnin and moaning too if it was your wheelset they $&^%ed up.

  11. #11
    AZ
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    Quote Originally Posted by ericepark
    I knew I wasn't the only one getting POOR service from BWW. Look, for those of you guys who received good service from them, you guys are lucky.

    These wheels may seem cheap/affordable to some of you, but I had to save up some cash to buy these.

    And YES I am b!itchln about an important phone they promised to call me about. You'd be b!tchlnin and moaning too if it was your wheelset they $&^%ed up.


    Did they $&^% it up?

  12. #12
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    Quote Originally Posted by highdelll
    Uhh, it's two guys and they do BUNCHES of wheels.
    AND!!!, He rebuilt your wheels and shipped them w/ out them receiving to originals back yet (likely) and you're bltching that they didn't call and tell you about it?

    TO anyone else, My CS w/ them has been great
    mine was great too. they went out of their way to deal with a defective xt hub that locked up on me..built and sent a new wheel/hub right away. great wheels

  13. #13
    A wheelist
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    Let's cut to the meat and 'taters of your complaint -

    May 6th : I placed the order of XM Wheelset. Received confirmation email on same day.
    Nothing wrong there eh?

    May 9th: I called them to change my Wheel to trail wheelset. They were glad to change it for me.
    May 11th: Wheel was dispatched from their shop.
    Ditto my comment above.

    May 16th: I called them to find out to have them track my package. He said he’ll call me back by 4. He never called me back.
    Ok, one call not returned.

    May 17th: I called them this morning. THANKS FOR THE CALL!
    They don’t return your call or emails very often. They don’t apologize for the delays and not returning my calls.........be prepared for their poor service.
    OMG you POOR SOD!!! You've been treated disgustingly! I mean one missed call! Someone had better shut those b@$t@rd$ down PDQ before they screw one more customer. In the immortal words from The Holy Grail by M. Python - "Run awaaaaaaay".
    Mike T's home wheelbuilding site - dedicated to providing Newby wheelbuilders with information and motivation.

  14. #14
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    Give. Up. Now.

    Haha..this sounds familiar. I tried to explain why communication is important in another thread.

    Most people didn't seem to think communication is all that important, as you will eventually get your product some day..

    You will get little sympathy 'round these parts..

  15. #15
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    Quote Originally Posted by rydbyk
    Haha..this sounds familiar. I tried to explain why communication is important in another thread.

    Most people didn't seem to think communication is all that important, as you will eventually get your product some day..

    You will get little sympathy 'round these parts..

    I'm glad there's at least some people who understand the importance of communication in customer service. I've been in retail for 10 years and know all about it.

    The point of this thread is to let others know the level of customer service BWW is giving.
    I agree, most people had positive experience with BWW. I am so happy for you! Anyone planning to purchase from them in the future, should also know about my negative experience as well.

    Hey Mike T, you don't think calling a customer back is not a big deal? You make me laugh.

    Some people are just can't understand what 1 negative customer's experience can do to their business.


    Anyone planning to purchase form BWW should already know they make great wheels at decent price. But they should also know the lack of customer service they offer as well.

  16. #16
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    One phone call is all it takes for you to call for a boycott?
    you'd think they banged your sister and mother at easter dinner the way you're going off.

  17. #17
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    take a chill pill

  18. #18
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    It actually sounds like you are getting pretty good service. They made a mistake, and fixed it.

    Pull your skirt up and get over it!!

  19. #19
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    Actually Erice, as jonshonda says, you are getting good service. Can you imagine how busy BWW is and how many calls and e-mails they have to deal with in a day? I know it's normal to think that we are the only person in their lives; the only one who matters but they might be juggling 10-100 people and you don't know this. The naive could say "Then why don't they hire an extra person?" but it's not always that easy is it.

    You would have flipped your lid over my recent interaction with a top-rated headset company. They were going to send me three spacers and it took three phonecalls from me as nothing arrived (over a period of two months) from my first two calls. On the last call I asked them if they were jerking me around and the CS fella said that he deals with hundreds of orders in a week and it was impossible to call me back about three tiny spacers being on backorder.

    When he put it into that kind of perspective then I understood that my set of three metal rings was insignificant in this world. The spacers arrived yesterday - free gratis.

    So cheer up Erice and just imagine what it's like at BWW's end with all the balls they have up in the air at any one time. They fill a niche in the market (great wheels at bargain prices) and they don't pretend to be something they're not. They are a great company and a great pair of guys. I know; I've had multiple wheelsets from them. Go over to their own forum and join in the fun.
    Mike T's home wheelbuilding site - dedicated to providing Newby wheelbuilders with information and motivation.

  20. #20
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    Quote Originally Posted by jonshonda
    It actually sounds like you are getting pretty good service. They made a mistake, and fixed it.

    Pull your skirt up and get over it!!
    My sentiments exactly. They missed one call but they built another wheelset on the spot and shipped it out! ...and he's still upset? What a prima donna - does he expect a glass of champaign and an apology note attached to an equisite piece of Godiva chocolate? It's just a couple of wheelbuilders that do good quality work at great prices. He should try ordering wheels from universalcycles. Now that's a nightmare.

  21. #21
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    Quote Originally Posted by rydbyk
    Haha..this sounds familiar. I tried to explain why communication is important in another thread.

    Most people didn't seem to think communication is all that important, as you will eventually get your product some day..

    You will get little sympathy 'round these parts..
    great example.
    maybe he can threaten the BWW guys and get banned too?
    most people seem to have a healthy sense of understanding reality and priorities. they missed a single call-back after they had already gone above and beyond to solve an issue that it looks like wasn't their fault.
    why you people think blasting companies publicly for what a stable person would see as a very minor issue is beyond me.
    you guys should probably go riding together... peas in a pod and all that.
    Quote Originally Posted by pvd
    Time to stop believing the hype and start doing some science.
    29er Tire Weight Database

  22. #22
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    Quote Originally Posted by meltingfeather
    great example.
    maybe he can threaten the BWW guys and get banned too?
    most people seem to have a healthy sense of understanding reality and priorities. they missed a single call-back after they had already gone above and beyond to solve an issue that it looks like wasn't their fault.
    why you people think blasting companies publicly for what a stable person would see as a very minor issue is beyond me.
    you guys should probably go riding together... peas in a pod and all that.

    Not above and beyond in a way shape or form...

    Just standard procedure...

    I would not have been too bothered.....but getting a bad hub like some other guy above that would have pissed me off...

    So feels like standard low quality customer service to me.

    But then hey that is all you know so good on you.

  23. #23
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    Quote Originally Posted by jeffscott
    Not above and beyond in a way shape or form...

    Just standard procedure...

    I would not have been too bothered.....but getting a bad hub like some other guy above that would have pissed me off...

    So feels like standard low quality customer service to me.
    i thought it was a shipping mistake and they sent out a replacement wheelset no questions asked.
    how is a bad shimano hub BWW's fault?
    Quote Originally Posted by jeffscott
    But then hey that is all you know so good on you.
    haha! clever!... wait... what? oh i get... no... huh?
    Quote Originally Posted by pvd
    Time to stop believing the hype and start doing some science.
    29er Tire Weight Database

  24. #24
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    Quote Originally Posted by meltingfeather
    i thought it was a shipping mistake and they sent out a replacement wheelset no questions asked.
    how is a bad shimano hub BWW's fault?

    haha! clever!... wait... what? oh i get... no... huh?

    BWW passes through all warranties and quality issues..yes they replaced the hub but the didn't catch the problem on before it went out the door...

    That would piss me off...

  25. #25
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    Quote Originally Posted by jeffscott
    Not above and beyond in a way shape or form...

    Just standard procedure...

    I would not have been too bothered.....but getting a bad hub like some other guy above that would have pissed me off...

    So feels like standard low quality customer service to me.

    But then hey that is all you know so good on you.

    I have a similar experience with these fellas. I called BWW three times and never got a call back. Sent 2 emails about a wheelset, no reply.

    After a week of waiting, I gave my business to Colorado Cyclist. They were awesome.

  26. #26
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    Quote Originally Posted by jeffscott
    Not above and beyond in a way shape or form...

    Just standard procedure...

    I would not have been too bothered.....but getting a bad hub like some other guy above that would have pissed me off...

    So feels like standard low quality customer service to me.

    But then hey that is all you know so good on you.
    99.9% of companies would have made you take it up with the shipping company. They went well beyond their responsibility in the matter, quit being a whiny toddler.

  27. #27
    Former C-Dale addict
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    FYI:

    As of today 6/21/12 I ordered a new wheelset from BWW. Pat was quick on the phone and sounded a bit out of breath, he asked me for a moment to wash his hands as they were covered in hub-grease.

    After cleaning up, he answered my questions and got started on a custom invoice. I had the custom invoice via email within the hour. I ordered and got a friendly "thank-you, they'll be out in 5 days" as my reply.

    My impression: Very busy operation run by someone who cares. Communication was clear and quick even though he was extremely busy. If the wheels are as nice as I hope, I'll be a customer for many years.

    -Sean
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  28. #28
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    Ordered mine on the 18th... hoping they get here to Ohio before next weekend.

    Built up some beefy XC wheels to deal with my fat rear end, so we'll see how they hold up.
    Now with eggs.

  29. #29
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    Sounds like BWW may have problems now and then, but a lot of wheel builders have some problems occasionally. I agree that communication is important--"hey, just let me know what's going on?" I have had wheels built by Colorado Cyclist (fairly fast build), Universal (moderately quick), Mountain High (fairly slow, but before things got whacky), and Speedgoat (fast, about 10 years ago--those wheels won't die!).

    I have a love/hate relationship with my current wheel builder. He does a good job, resulting in very little or no tweaking of the wheels after I start riding them. The only problem is that he can take a long time to build, and his attitude can be poor sometimes (well, all the time while he is building them). I think he likes the idea of hand-built, he just doesn't like to actually build them that much.

    The last wheel took a while. I asked him how it was going, and he replied that it will be finished when it is finished. Then he went on about having to work on the house, or that he decided to ride instead, or drank too much beer, or needed a nap.

    Cranky ol' bastard!

    Hope all of you get things worked out with BWW. They seem to have an overall good rep. I was even considering having them build a set for me a while back.

  30. #30
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    Last edited by kerryp; 06-21-2012 at 05:51 PM.

  31. #31
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    Duplicate post, what the hecks going on with the forum?

  32. #32
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    Yes communication is important, especially when it is your hard earned bucks on purchase you may have gone back and forth on "do I really need new wheels?".....that said it comes down to the product. Consider the medical equivalent: The doc who talks a great deal holds your hand but can't help you vs. the doc with terrible bed side manner, wrinkled clothes, but knows their stuff. Which would you choose. Remember support your LBS and they will do the same.

  33. #33
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    Got my wheels yesterday.

    Has anyone gotten wheels from them, damaged? The front wheel is fine and looks beautiful, but the rear wheel is somewhat banged up. There are a couple gouges causing some burrs in the outer most edge of the rim that could contact the sidewall of the tire. It looks like a spoke was bent as well.

    I got home from work at about 5:30 to find the package, beat up, on my front porch. I brought it inside and inspected it... like I said, the front was fine but the rear was damaged. I didn't get to my computer until a couple minutes after 6pm to check for a phone number, so it was too late to call. Waiting back on an email...

    Note - Not saying this is the fault of BWW. I just want to know if they're going to file the claim (I think these packages are insured?) or if I have to duke it out with UPS.

    Edit1 - I got an email back from Pat about 2 hours ago asking for pictures and to speak with me on the phone. Sent him an email with pictures, but haven't been able to get through on the phone yet.

    Edit2 - Got in contact Pat. He was upset to see the damage to the wheels and agreed the damage was from shipping. He's going to build me up another set of wheels Monday and send them out to me ASAP. He asked me to file a claim with UPS regarding the damaged wheels and if they deny it, he's going to get me a shipping label to send them back on his dime. We spoke about the build and he reassured me the XT hubs were a better choice for me (being a fat ass) than their Pure hubs and we spoke a bit about the maintenance. He also explained to me why the white rims appear to be cracked at the seam (due to the powder coating process) but are not actually cracked. They've definitely got my business for wheels if I don't start building my own in the future.
    Last edited by bacon11; 06-29-2012 at 02:48 PM.
    Now with eggs.

  34. #34
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    Quote Originally Posted by ericepark View Post
    My experience with Bicycle Wheel Warehouse

    So farÖ Awful. Hereís what happened.

    May 6th : I placed the order of XM Wheelset. Received confirmation email on same day.
    May 9th: I called them to change my Wheel to trail wheelset. They were glad to change it for me.
    May 11th: Wheel was dispatched from their shop.
    May 16th: I called them to find out to have them track my package. (Theyíre in Huntington Beach and I live 20 miles away from them). He tracked the packgage he said it was never scanned when it left their warehouse. He said heíll call me back by 4 to let me know whether heíll build a new set or find out about the package. He never called me back.
    May 17th: I called them this morning to find out that a replacement wheelset was shipped out yesterday. THANKS FOR THE CALL!

    I heard great things about these guys (their products). Customer service is very poor. They donít return your call or emails very often. They donít apologize for the delays and not returning my calls.
    I live 20 miles from them and itís ridiculous to go through this shipping disaster because they donít allow pickups from their warehouse. If youíre planning to order from them, be prepared for their poor service.
    that sucks

    considering mike t constantly giving BWW high praises constantly and he's giving you grief... best to drive down to huntington beach and politely bust some skulls

  35. #35
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    So long story short, if I order a custom wheelset from BWW, they'll ship out and arrive in a timely fashion. got it.

    When I was building and selling wheels, I very intentionally never gave out my phone number. People go nuts about calls. I was super small time, a wheelset a week or two, plus some hubs here and there. I spend a *lot* of time answering emails. Everyone got detailed emails the same day or the next, but it took a significant amount of time answering everyone, just to make a sale a week.

    Customers love that stuff, yes.. but they also dont realize the time investment. Not saying its right to dodge calls and stuff, but I do get it. I now judge small businesses by how fast I can get their product in my hand, and how well they handle any issues. BWW seems to do both of those excellently.

  36. #36
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    Just to update this thread. I ordered a set of wheels from BWW 5/22 after I sent them an email requesting some additional information on 5/21, which was answered quickly and to my satisfaction. I received email on the 5/23 to say they had been built and shipped and I received them today in perfect condition and within 25g of advertised weights.
    All I can say is that's terrific service.
    Granted they may have upped their game since this was originally posted. I have had a great service from them and this thread needs to be updated to reflect this.
    Cheers,
    Neutronman.

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