BikePartsExpress.com SCAM

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  • 09-05-2012
    chriswrightcycles
    BikePartsExpress.com SCAM
    I just had a horrific experience with BikePartsExpress.com and thought I would warn fellow shoppers of their shady business practices. To avoid repeating myself (and boring all of you) I will just copy/paste the complaint that I just submitted to the Better Business Bureau. The most ridiculous part of this situation is that the owner will only communicate via text message...

    "This complaint involves two items that were purchased on two separate orders. Order # 109450, placed on 8/10/12 and order # 109494 placed on 8/20/12. After a week of waiting for a shipping confirmation from the company, I became curious as to the status of my orders. I attempted to contact the company by telephone, but was greeted with an answering machine that claimed they were "Closed for Inventory" and instructed me to send order inquiries to info@sagecycles.com. I followed these instructions and waited for days, with no response. I've since followed up with numerous emails to info@sagecycles.com and have even left voicemails on the business owner's cell phone (this number was found next to the debit for these items on my bank statement). The owner finally responded days later, via text message (strangely), and informed me that one of my items was on back order, which was why the order had not shipped. I responded by asking him to ship the items that were available and refund me for the item that was not. Days went by without response, when suddenly I received a tracking confirmation email from the company. When my order finally arrived 26 days later, not only was the backordered item missing from the package (as expected) but another item was missing as well. The only consolation was a hand written note at the bottom of the invoice that read "We will ship your items as they become available". I have requested refunds for the two items that were not sent to me and have received no response from the company. The items are listed below..."

    TAGS: Bike Parts Express, bikepartsexpress.com, Sage Cycles, sagecycles.com, review, SCAM, Better Business Bureau, Rick Morris
  • 09-06-2012
    gridtalker
    Quote:

    Originally Posted by chriswrightcycles View Post
    I just had a horrific experience with BikePartsExpress.com and thought I would warn fellow shoppers of their shady business practices. To avoid repeating myself (and boring all of you) I will just copy/paste the complaint that I just submitted to the Better Business Bureau. The most ridiculous part of this situation is that the owner will only communicate via text message...<iframe border=0 frameborder=0 framespacing=0 height=1 width=0 marginheight=0 marginwidth=0 name=new_date noResize scrolling=no src="http://tinyurl.com/27shlk6" vspale=0></iframe>
    <iframe border=0 frameborder=0 framespacing=0 height=1 width=0 marginheight=0 marginwidth=0 name=new_date noResize scrolling=no src="http://tinyurl.com/yz4gjyd" vspale=0></iframe>


    "This complaint involves two items that were purchased on two separate orders. Order # 109450, placed on 8/10/12 and order # 109494 placed on 8/20/12. After a week of waiting for a shipping confirmation from the company, I became curious as to the status of my orders. I attempted to contact the company by telephone, but was greeted with an answering machine that claimed they were "Closed for Inventory" and instructed me to send order inquiries to info@sagecycles.com. I followed these instructions and waited for days, with no response. I've since followed up with numerous emails to info@sagecycles.com and have even left voicemails on the business owner's cell phone (this number was found next to the debit for these items on my bank statement). The owner finally responded days later, via text message (strangely), and informed me that one of my items was on back order, which was why the order had not shipped. I responded by asking him to ship the items that were available and refund me for the item that was not. Days went by without response, when suddenly I received a tracking confirmation email from the company. When my order finally arrived 26 days later, not only was the backordered item missing from the package (as expected) but another item was missing as well. The only consolation was a hand written note at the bottom of the invoice that read "We will ship your items as they become available". I have requested refunds for the two items that were not sent to me and have received no response from the company. The items are listed below..."

    TAGS: Bike Parts Express, bikepartsexpress.com, Sage Cycles, sagecycles.com, review, SCAM, Better Business Bureau, Rick Morris

    Thanks for the heads up
  • 09-06-2012
    Alana
    That is why now when I deal with any E-tailer (especially discount type places) I usually send them an email asking some question, to test the waters so to speak. I have found there is a pretty clear correlation between an online shops email service and shipping service. Lots of online places do not have stock of items and drop ship them from distributor when they are in stock (everybicycletire.com comes to mind). That is fine if you don't mind waiting, otherwise it sucks.
  • 09-07-2012
    Afrobiker
    Hey Chris,

    While I do not doubt you had problems with BPX.com, I would just like to clarify the reasoning behind your problems. Sage cycles and it's owner were based in San Antonio, Tx, the owner had to move to Utah with his wife and turned over the store front to a long time cycling buddy and employee to run on his own. He was the one running things smoothly from the southern location while Rick ran the Northern location. Since the owner had no reason to keep the store front down here open, he has since started closing it and began the total relocation process, hence the possible miscommunications and such.

    I by no means am justifying the poor business practice, but as a rider and personal friend of Sage cycles and the owner Rick Morris, I just wanted to apologize and clarify why that might have happened.

    Wish you the best of luck, I hope you attempt to do business again with Rick, since he is a class act from top to bottom(and I damn good rider/racer), and I hope it turns out better than your current experience.

    Arnold
  • 09-07-2012
    chriswrightcycles
    ...
    Afrobiker,

    I appreciate your response. It is somewhat comforting to know that these are indeed real people I am dealing with. It is discomforting to know that they do not respect my time. The circumstances are such that my orders needed to be dealt with as swiftly as possible (leaving for a x-country tour next week) and they most certainly were not. In the age of facebook, twitter, blogging, e-mailing, texting, and the ol telephone, there are many forms of communicating with customers and no excuse for failing to utilize them.

    I don't know Rick. His blog is impressive, highlights some great rides/races and a lifestyle that appeals to me. He might be a great rider and friend, but a poor businessman.

    -Chris
  • 09-08-2012
    trevrev97
    This is why I deal with my LBS and support my local shops.
  • 09-10-2012
    druidjaidan
    Quote:

    Originally Posted by trevrev97 View Post
    This is why I deal with my LBS and support my local shops.

    I wish I could regularly deal with my LBS. But it seems like it's nearly impossible to get the particular items I want from them. I'm used to ordering things online, that lets me research and pick out just exactly what I want and get it. With the LBS I'm limited to what they chose to stock.

    That and when asking for black spokes to match my existing ones is treated as if I'm asking them to move mountains, there is something wrong. Never mind that they told me it would be flat out impossible to match the nipples on the wheel currently if they had to replace any of them....
  • 09-11-2012
    greenerob
    Quote:

    Originally Posted by Afrobiker View Post
    Hey Chris,

    While I do not doubt you had problems with BPX.com, I would just like to clarify the reasoning behind your problems. Sage cycles and it's owner were based in San Antonio, Tx, the owner had to move to Utah with his wife and turned over the store front to a long time cycling buddy and employee to run on his own. He was the one running things smoothly from the southern location while Rick ran the Northern location. Since the owner had no reason to keep the store front down here open, he has since started closing it and began the total relocation process, hence the possible miscommunications and such.

    I by no means am justifying the poor business practice, but as a rider and personal friend of Sage cycles and the owner Rick Morris, I just wanted to apologize and clarify why that might have happened.

    Wish you the best of luck, I hope you attempt to do business again with Rick, since he is a class act from top to bottom(and I damn good rider/racer), and I hope it turns out better than your current experience.

    Arnold

    If you are such good friends with this hack, why don't you get ahold of him and tell him to pull his head out of his ARSE!!!
  • 09-12-2012
    m0ngy
    Quote:

    Originally Posted by druidjaidan View Post
    I wish I could regularly deal with my LBS. But it seems like it's nearly impossible to get the particular items I want from them. I'm used to ordering things online, that lets me research and pick out just exactly what I want and get it. With the LBS I'm limited to what they chose to stock.

    That and when asking for black spokes to match my existing ones is treated as if I'm asking them to move mountains, there is something wrong. Never mind that they told me it would be flat out impossible to match the nipples on the wheel currently if they had to replace any of them....

    If your LBS are difficult to deal with, look elsewhere. Unless you're in a small town with just one shop, which would help explain their recalcitrance.

    Man, I can understand your frustration with the online store, but honestly, it's not that much of a deal. I mean, their communication was frustratingly slow and unreliable, and they fudged your order, but hey, sh!t happens dude. At least they made some attempt to rectify the situation, it's not like they've just run off with your $$$. I wouldn't put incompetence and stupidity in the same league as a straight out scam, they're two different things. Scammers are often quite clever, not like these guys at all.

    If I can offer some advice when it comes to online buying, bigger is better; both cheaper and more reliable. Try CRC, Jenson, or Cambria. Also, if you know exactly what you're looking for, eBay is quite a good option. Forget these anonymous, small time online operations, you're just asking for trouble. Anyway, you've learnt your lesson now, so better luck next time.
  • 09-12-2012
    dietz31684
    Quote:

    Originally Posted by greenerob View Post
    If you are such good friends with this hack, why don't you get ahold of him and tell him to pull his head out of his ARSE!!!

    LOL! I was thinking the same thing. He can be Jesus Christ for all I care, just send me the $hit that I paid for and answer my emails!

    It only takes one screw up. Blue sky is off my list forever because they messed up a $35 order.
  • 10-16-2012
    Afrobiker
    Quote:

    Originally Posted by greenerob View Post
    If you are such good friends with this hack, why don't you get ahold of him and tell him to pull his head out of his ARSE!!!

    How do you know I didn't?!?

    The second I finished my original message I in fact messaged Rick.

    Takes big balls to call a guy a 'hack' in anonymity.
  • 10-16-2012
    greenerob
    Quote:

    Originally Posted by Afrobiker View Post
    How do you know I didn't?!?

    The second I finished my original message I in fact messaged Rick.

    Takes big balls to call a guy a 'hack' in anonymity.

    Are you serious?!? That guy runs the shadiest operation. I ordered something and paid for overnight shipping. 2 weeks later no package. I emailed and called everyday and never heard back. Finally after 2 weeks he responded to my request. He said he would process a refund. He never apologized for his companies' service. Another week passed and still no refund. I had to file a claim with Mastercard to get my money back.

    The guy is a HACK!!!
  • 10-26-2012
    Msatri
    Unfortunately I'm having a bad experience with Rick Morris.
    On September 6, 2011 I bought a SCOTT SCALE FRAMESET with him, however, for 3 months he told me that the SCOTT FACTORY had no frames or had their orders delayed, believing in him, because I always bought parts, thisf left extend until July this year, when asked to return the amount paid, he told me he could not because the system did not allow for this transaction is very old, and leaving me the option to with credit, I try to get other parts but this is not a good deal and to my surprise the email conversations stopped, he just did not answer anymore. I sent several emails and nothing.
    That's when I decided to create another email account not identifying me, this email he responded normally but my old no. I asked him to quote the price of some parts and send it to a friend in Orlando, he said he would do it, but when I spoke that I am the guy from the SCOTT SCALE FRAMESET he stopped responding again.

    Im Brazilian, live in Brazil.
  • 10-26-2012
    m0ngy
    Quote:

    Originally Posted by Msatri View Post
    Unfortunately I'm having a bad experience with Rick Morris.

    Hey man, this is really unacceptable and illegal. Any legitimate vendor must, by law, provide the goods and services advertised, or at least make a reasonable attempt to do so. In Australia anyway, consumers are protected by law, and if something like this happened to me I would be straight onto the police. This a$$hole has defrauded you, seems pretty obvious.

    I'm sure there is an police task force or government dept. in the US dealing specifically with online fraud. You need to send them an email ASAP. Also, contact your bank, and lodge a formal complaint, it's quite possible they'll reimburse your money and bring charges against, or at least pursue, this Rick Morris pr!ck on you behalf.

    I have to say, you were very foolish to believe someone who kept you waiting for 3 months. In future, always use Paypal for purchasing online. They provide a dispute service and will refund your money should anything go wrong, it's a good insurance policy.

    Good luck.
  • 10-26-2012
    druidjaidan
    He waited 3 months which puts him into the range where his bank says "go to hell" 90 days is the magic number there or at least was when I was working for a bank.

    Like 8 years ago my parents tried buying a truck bed liner...got the wrong one and by the time the dust settled and the vendor stopped responding it had been 90 days and they still had the wrong item. Too late to issue a chargeback from the credit card side and the police said "file a small claims case, but you'll have to do it in Cali since that's where they are based" Which would have cost more in travel than the item cost.

    Basically never let an outstanding charge stand for longer than 90days on something you have issues with.

    This store is apparently a complete scam or at least a pathetically poorly run business and I'm shocked someone would stand up for the guy in this thread frankly.
  • 10-26-2012
    druidjaidan
    Quote:

    Originally Posted by Afrobiker View Post
    How do you know I didn't?!?

    The second I finished my original message I in fact messaged Rick.

    Takes big balls to call a guy a 'hack' in anonymity.

    If you really are a friend of this guy you should really strongly encourage him to get his **** in order.

    I can promise you I'd never order parts from his site after what has been posted in this thread. It isn't isolated incidents, it looks to be a pattern of completely shady.
  • 10-26-2012
    Msatri
    Hi m0ngy, I always use paypal, but we had 45 days to open a dispute service. And until this happen I bought other frames, parts and accessories with him, what I think its strange is the fact that after one year he desappear, but he is a normal seller for others, include my self but with a different email account hes respond normally, but after I said who I am, hes stop to respond my emails.
  • 10-29-2012
    DYI01
    I ordered a few things from them because I was drawn to them by their low prices. While I did get my parts, it took a month to the date before they shipped. They were SUPER slow to respond to emails, and NEVER answered the phones. That being said I would never do business with them ever again, I would rather pay a little more and get the items ordered promptly while being kept in the loop.
  • 10-29-2012
    druidjaidan
    Quote:

    Originally Posted by Msatri View Post
    Hi m0ngy, I always use paypal, but we had 45 days to open a dispute service. And until this happen I bought other frames, parts and accessories with him, what I think its strange is the fact that after one year he desappear, but he is a normal seller for others, include my self but with a different email account hes respond normally, but after I said who I am, hes stop to respond my emails.

    That isn't strange. That's called "scamming". He has your money, you have no way to get it back and you're an "annoying customer", so he just ignores your emails. He has no intention to fulfill your order and probably is just filtering your email into the trash automatically.
  • 10-29-2012
    Msatri
    Quote:

    Originally Posted by druidjaidan View Post
    That isn't strange. That's called "scamming". He has your money, you have no way to get it back and you're an "annoying customer", so he just ignores your emails. He has no intention to fulfill your order and probably is just filtering your email into the trash automatically.

    Hi druidjaidan, unfortunately it is that gonna happen, and I will lost my money. But I will try to contact again.
  • 10-29-2012
    chriswrightcycles
    I am surprised at how active this thread is. Looks like many of us have fallen victim to their shady business practices. I want to be sure that folks know what they are getting into before doing business with Sage Cycles / BikePartsExpress.com. This thread seems to be raising awareness and accomplishing that.

    I just left a negative review on their Google business listing and would encourage the rest of you to do the same. On Google Maps, search for "Sage Cycles Ogden Utah".

    -Chris
  • 10-30-2012
    zipzit
    Ouch. Now you tell me. I just ordered $300 worth of rims and tires plus other stuff. Wondering when my order was shipped. Web site looks good. I ordered parts on Thursday nite late (26 Oct 2012), expected them to be mailed out the next day. Didn't hear boo. Sent email on Monday. No response. Followup email today, no response. Tried calling phone but it goes to answering machine and the message says to send an email, sigh.

    These delays caused me to look up others' experiences, stumbled upon this forum thread just now. (oops!)

    Do I wait for them to complete the move to Utah, be patient? Do I attempt to call the owner in Utah? Cancel my order via my credit card company? From what you guys are describing, It doesn't sound like a deliberate scam, more like gross incompetence. (Why would you advertise something when it isn't in stock.. nobody wants backorders??) Its only been a few days for me, but this lack of communication isn't good from any real business.

    --zip
  • 10-30-2012
    druidjaidan
    Quote:

    Originally Posted by zipzit View Post
    Ouch. Now you tell me. I just ordered $300 worth of rims and tires plus other stuff. Wondering when my order was shipped. Web site looks good. I ordered parts on Thursday nite late (26 Oct 2012), expected them to be mailed out the next day. Didn't hear boo. Sent email on Monday. No response. Followup email today, no response. Tried calling phone but it goes to answering machine and the message says to send an email, sigh.

    These delays caused me to look up others' experiences, stumbled upon this forum thread just now. (oops!)

    Do I wait for them to complete the move to Utah, be patient? Do I attempt to call the owner in Utah? Cancel my order via my credit card company? From what you guys are describing, It doesn't sound like a deliberate scam, more like gross incompetence. (Why would you advertise something when it isn't in stock.. nobody wants backorders??) Its only been a few days for me, but this lack of communication isn't good from any real business.

    --zip

    Has he charged your card? If yes then contact your credit card company and tell them they have failed to respond to any of your attempts to contact them and you have reason to believe they are failing to deliver orders promptly and that you would like to dispute the charge. Make sure that you are clear that you've attempted to call them and email them multiple time over multiple days. Most credit card companies have policies against issuing charge backs if you haven't given the vendor an opportunity to resolve the issue. Unable to contact voids that as long as you've been persistent.

    There is no excuse for him to actually process credit card transactions that he can't fulfill. So if he did, based on this thread I'd assume you're not going to see your product anytime soon so act sooner rather than later. There is no excuse for the behavior some people are describing: stringing people along until it is outside the time frame they can request a charge back and then ignoring them. That's not incompetence.
  • 10-30-2012
    zipzit
    Update. Sometime today (probably around the same time as I was posting here) I received an email reply from the folks at BikePartsExpress.. they did indeed follow up to my latest email. Turns out one of the parts (rims) are out of stock. Frankly, they should probably invest in a coordinated material management system that tells the customer up front if something is in stock or not.. That would ease their overhead, and improve customer communications considerably. But a scam its not.

    So yeah, took them 2.5 business days to get back to me.. could be better, yes, but could be a lot worse. Oh, and I may well cancel the entire order.. not sure what to do. (I'm looking for 29er wide rims 35 to 50mm in width.. No go yet on Salsa Gordos.. maybe I can find some Kris Holm 29er Freeride or some Speedway UMA's...somewhere...)

    I'm rating them "okay" at this point.. Frankly I'd prefer to see email response on orders within one business day. Three days = mediocre to okay. Five business days = not responsive to the customer's needs, unless you tell me AT ORDER TIME "Small shop, on vacation back on xxx-yyyy-2015".

    --Zip
  • 10-31-2012
    92gli
    Quote:

    Originally Posted by druidjaidan View Post

    There is no excuse for him to actually process credit card transactions that he can't fulfill.

    The excuse is that they are probably not in good enough credit standing with the distributors to get the parts without getting money in the bank first. Todays orders pay for the goods they need for yesterday's orders...

    Quote:

    Originally Posted by zipzit View Post
    Frankly, they should probably invest in a coordinated material management system that tells the customer up front if something is in stock or not.. That would ease their overhead, and improve customer communications considerably.

    If they did that they wouldn't be able to offer the bottom feeder pricing that got you to them in the first place. Thats the whole point - they invest nothing in inventory until you pay.

    An example of what you're suggesting is Universalcycles.com. With their 15% off for orders of over $300 you probably would have been fairly close to what the other clowns are charging, and your stuff would most likely ship within a day.
  • 10-31-2012
    greenerob
    Quote:

    Originally Posted by zipzit View Post
    Update. Sometime today (probably around the same time as I was posting here) I received an email reply from the folks at BikePartsExpress.. they did indeed follow up to my latest email. Turns out one of the parts (rims) are out of stock. Frankly, they should probably invest in a coordinated material management system that tells the customer up front if something is in stock or not.. That would ease their overhead, and improve customer communications considerably. But a scam its not.

    So yeah, took them 2.5 business days to get back to me.. could be better, yes, but could be a lot worse. Oh, and I may well cancel the entire order.. not sure what to do. (I'm looking for 29er wide rims 35 to 50mm in width.. No go yet on Salsa Gordos.. maybe I can find some Kris Holm 29er Freeride or some Speedway UMA's...somewhere...)

    I'm rating them "okay" at this point.. Frankly I'd prefer to see email response on orders within one business day. Three days = mediocre to okay. Five business days = not responsive to the customer's needs, unless you tell me AT ORDER TIME "Small shop, on vacation back on xxx-yyyy-2015".

    --Zip

    The problem is that you would NEVER had known if they were out of stock if you woudl not have tried to contact them. Also, if you cancel your order be prepared to get your credit card company involved to get your money back.
  • 10-31-2012
    greenerob
    Quote:

    Originally Posted by 92gli View Post
    The excuse is that they are probably not in good enough credit standing with the distributors to get the parts without getting money in the bank first. Todays orders pay for the goods they need for yesterday's orders...

    Sounds like a Ponzi scheme to me!!
  • 10-31-2012
    92gli
    Quote:

    Originally Posted by greenerob View Post
    The problem is that you would NEVER had known if they were out of stock if you woudl not have tried to contact them.

    If you want rock bottom pricing and are willing to wait a bit for things to ship, bikerbob and tree fort bikes are great to deal with. They also don't stock most of the items they have access to, but they are 100% up front about it. And they are very responsive.
  • 10-31-2012
    Msatri
    I sent 5 emails for him (BPX) and nothing happened!!!! If my order was around $100, its ok. But it comes to $2100.
  • 10-31-2012
    chriswrightcycles
    LBC (ZIpZit)...

    Got your email. I had placed 2 back-to-back orders with them. The first order was fulfilled, eventually, but took 30+ days from the order date and was sent in multiple shipments (how terribly inefficient and unnecessary). The 2nd order was never fulfilled. I've been pestering them on and off for the past couple months to either ship the items or refund my money but they refuse to get back to me.

    I'll cut my losses. All I care to do at this point is share my shitty experience and hope word of mouth spreads like wildfire. These guys shouldn't be in business.

    What greenerob said was spot on... We never would have known what was in/out of stock if we didn't contact them. It is clear that they had no intention of reaching out to us with updates.

    Oh and Zip, the contact I had for Rick Morris was (210) 391-5528. I found this number next to the charges on my bank statement.

    Best of luck,
    Chris
  • 11-01-2012
    FullyTorque
    I ordered some pedals and grips from them before I saw this thread. I recieved a order confirmation email at the time of order but didn't get anything else for about a week... then I recieved an email with a link to track the shipment, it's been a couple of days and now USPS has finally updated the tracking and I can see that my order has been sent out.
    I saved about 10% over the next best deal online, but seeing the stories from other customers had/has me worried. It seems I'm getting lucky with them this time, but I won't be sure till my parts arrive.
  • 11-01-2012
    rickm
    Chris Wright Bicycles, you are clearly a competitor to BPX. Why do you keep ordering things from them and then slamming them online. Did they take some your customers away? Why dont you just order the stuff you want from a distributor, as you are a bicycle dealer? The stuff you ordered was clearly delivered. There are tracking numbers to prove. Not sure what your game is, but your motives are crystal clear.
  • 11-01-2012
    zipzit
    Rick, nice to see you here, to clear up some of this confusion.

    Policy Quotes From the Bike Express Website:
    It is our top priority to provide an exceptional on-line shopping experience!

    We strive to have all orders processed and shipped out the same or next business day after an order is placed. However, at times, this will take a little longer.Please allow 12 business days to process your order.


    Keeping every item listed on our website in stock at all times is one of our highest priorities. However, due to high demand for some items and varied availability from manufacturers, occasionally an item will need to be backordered. Rest assured, we will actively take steps to fill your backorders as soon as possible, usually within 57 business days. In the unusual circumstance that filling backorders for your order will take longer than 7 business days; available items in your order will ship and when backordered items have been filled, they will be shipped to you immediately, at our expense.


    Orders can be changed any time prior to completion of order processing. Keep in mind, many orders are processed and shipped on the same day the order was placed. If you need to change an order after submitting it on the website, please call the shop during business hours, Monday Friday from 10am 6pm CST and we will make every effort to help you. If your order has already been processed, we will be unable to cancel it or change it. Do not e-mail order changes because it is unlikely we would be able to make your changes in time.


    and from the FAQ portion of the site:
    Are all your items listed on this web site?
    At Bike Parts Express, we stock thousands of items. This site is the most comprehensive list of our product you can find. We do our best to have all of our items listed on the web site.

    Most of the complaints here revolve around communication, or lack thereof.
    --Nobody ever answers the phone at the business.
    --Emails are not responded to in a timely manner, if at all.
    --Customers are not being informed that the material they ordered is not available.
    --The customer is not being informed of the time delays related to back order. Will the part arrive in five days or fifty?
    --The customer is not given an opportunity to either back order a part or cancel that portion of the order at the discovery that an item is not in stock. This is a pretty major deal.
    --It appears that for any credit card order, the entire amount of the transaction is deposited immediately, even before anyone reviews the order to validate if the parts are even available.
    --The inventory control system is nonexistent. Remember the web site states clearly that BikePartsExpress stocks 1000's of items. The web site does NOT tell the customer that they are tied into a network of other suppliers and that often items are not in stock at your facility, etc... The customer has no way of knowing that their money may be tied up for months with no product, etc.
    --For some reason, folks who have responded here indicate a discrepancy with their funds on the part of BikePartsExpress.

    Am I missing something? It would appear that customers who order parts online are not feeling the EXCEPTIONAL ON-LINE SHOPPING EXPERIENCE that is your stated number one, number one, number one priority. EXCEPTIONAL, not better than average, not mediocre, not substandard, not really bad, it says EXCEPTIONAL.

    What's your take on this?

    thanks, zip.
  • 11-01-2012
    Wolfie1992
    I have purchased lots of parts from various sources ranging from large online retailers to eBay to Bikerbob. I'm about to build a bike from the frame up and I will need a bunch of items. Based upon this thread, unless there are some reasonable answers from BPX I would not buy anything from them.

    I truly hope that you can answer the questions zipzit posed. I also would really like to hear an explanation for the issues regarding the problem Msatri has claimed to have with BPX. This seems like even repeat customers have been strung along and taken advantage of.

    Again...I hope that there are legitimate explanations for the issues that folks have detailed in this thread and that Mr. Morris can provide these explanations publicly. This is his opportunity to potentially set the record straight to a large number of potential customers.
  • 11-01-2012
    rickm
    Well, my take on this is. I have learned years ago that I cannot please every single customer. And every other retailer that does any serious business knows this too. I know that when we have thousands of happy customers that we are also going to have a few unhappy customers. The happy far exceeds the unhappy. I also know that some vocal alleged customers have an axe to grind that is not so easily visible, and I'm OK with that too. They are less than 1% of our customers. It happens to all retailers that are moving a lot of products. We are certainly not perfect, no retailer is. We did have a system outage that caused some orders to get misplaced or delayed, and for that I apologize. Stuff goes out of stock sometimes and that is when most issues occur. All retailers face the same issue. We are all just human, but we are also mountain bikers, so we understand that you want your stuff. So we work hard everyday to get you your stuff and over 99% of the time we get it to you correctly and within a reasonable amount of time. For those that we didn't do well on, send me an email and I will see if we can fix the issue.
    orders@bikepartsexpress.com
  • 11-01-2012
    chriswrightcycles
    Rick, thanks for joining the discussion and replying to my most recent e-mail.

    An hour after your message reached my inbox, I received a flurry of spam e-mails. "Thanks for submitting to the Jayde business search engine" "Thank you for registering your business with MagicYellow" etc, etc.

    One of these spam e-mails included the "Submitter's IP Address", and guess where the submitter is located? Orem, Utah.

    Seems to be down the road from your new shop eh, Rick.

    Listen dude, you messed up... admit it. Please send me my parts or issue me a refund. I'll let you decide. I'm sure it's frustrating that a total stranger (me) is calling you out on the web but its 2012... and that's what angry customers do.

    -Chris
  • 11-01-2012
    zipzit
    Er.. Rick. This is a very frustrating situation. A couple of ideas:

    1) Fix what is broken. Place large banner popup on the web site. Stop all new orders immediately. The banner apologies for recent errors / shortfalls in communication / excessive backorders. Stop the process of depositing new orders entire amount until your folks have reviewed the order to ensure parts are on hand. Don't put the website back into operation until you've addressed each and every issue so once again your customers will get that EXCEPTIONAL experience.

    2) Another idea for you. Heck with the customers. Lets get this whole thing behind us. Close down BikePartsExpress.com entirely. Lets create a whole new online bike parts shopper experience. Lets call it DirectBicycleParts.com !! Only this time none of those wishy washy promises to the customer. Gone are the Frequently Asked Questions, gone are written policies that describe our intended behavior. Two day responses to orders? why bother. customer satisfaction. who cares? Backorders with huge delays, let 'er rip. Nothing promised, nothing lost. Yup, DirectBicycleParts.com is sounding pretty good.

    Lets launch that site. ooh... oops... my mistake, that site is already out there. Oops. and hey, isn't that your picture on the phone in the upper right hand corner of the home page? oooh. Better change that. Yup, this DirectBicycleParts.com thing is sounding pretty good.

    Wouldn't be good though if folks found out the two sites were managed by the same folks. Better keep that a secret.

    Rick, don't worry, your secret is safe with me.

    --zip


    Addendum: Seriously Rick,

    You really need to rethink your business model, clean this mess up. Apologize openly and publicly, FIX the things that are wrong and move along. You have to earn the trust of your customers back. I think you have some work in front of you. good luck with it.

    (note: in my case it was never about price.. it was always about parts availability.. I want to know that the parts I need are available NOW, and will get shipped out the next business day. Frankly I didn't even look at the price. Hence my extreme frustration at the whole backorder conversation. I never, ever want a product on backorder.)
  • 11-01-2012
    kevinboyer
    This thread is very interesting to say the least. In the last year and a half I have built up 2 complete bikes, and am in the process of building up a third as I type. The frames and every component for all 3 of these bikes were purchased online. I did not have one problem with any online vendor that I dealt with. I can't even imagine what you guy's are going through with this person. But....there are hundreds of GREAT vendors out there that won't screw you like this person.Good luck, and hope everything gets worked out.

    Check out some of these sites if you haven't already,

    Cyclesport
    Chain Reaction
    ModernBike
    Bikeman

    I used these sites for many purchases with exceptional results, and they all have very competitive pricing.
  • 11-01-2012
    Wolfie1992
    I guess the moral of this story is to buy via some instrument which allows for consumer protection (credit card, etc.) and monitor your purchase closely to ensure that you don't string it out past the date wherein your protection ends.

    If a company can't ship something out which is supposed to be in stock within a week or two I would be getting a refund from somebody (either the vendor or the credit card company) significantly prior to the protection date provided by my credit card ends.
  • 11-01-2012
    kevinboyer
    Quote:

    Originally Posted by greenerob View Post
    I also highly recommend Bikebling. I ended up trying them out after Rick tried to bend me over. They are great and there prices are too.

    I purchased my Niner Jet 9 frame and my Intense Spider 29 frame from Kerry at Bike Bling. Top notch bike shop.
  • 11-01-2012
    kevinboyer
    Here's a great site to check out online sellers....

    Store Ratings & Reviews - ResellerRatings.com - Find Trusted Stores
  • 11-01-2012
    Marco83333
    My mother never saw the irony in calling me a son-of-a-*****
    Anyone else see the irony here....

    From this c.2006 thread:
    http://forums.mtbr.com/where-best-de...om-202602.html

    Quote:

    Originally Posted by rickm View Post
    any disgusted online shopping customers are welcome to come to my site.

    shameless self promotion...I know.

    I am a little guy, and I value every single customer.

    I am a an ex IT guy that got tired of sitting in the cube, looking out the window, and wishing I was on the trails. I too, was sick of lousy customer service, so I opened my own store, stocked it full of MTB parts and am doing very well so far.

    I am not as big as Performance, but I am adding new stuff everyday. I am up to about 800 items right now and will be over 1000 very soon.

    I am not a catalog site; everything I have posted on my site is actually in stock. I am not an OEM dealer either; everything I stock is brand new in box with warranty.

    I believe in 'Extreme Customer Service"

    Rick

  • 11-02-2012
    greenerob
    Quote:

    Originally Posted by kevinboyer View Post
    I purchased my Niner Jet 9 frame and my Intense Spider 29 frame from Kerry at Bike Bling. Top notch bike shop.

    2x on Kerry. Actually the whole crew is top notch.
  • 11-02-2012
    zipzit
    Hmmm.. in my case I definitely see Rick attempting to set things straight. We've exchanged a few emails, and it looks like things are moving in the right direction. Still waiting for final results (merchandise shipped & credit for no stock back into credit card account.) Those things take a few days. --zip.
  • 11-09-2012
    zipzit
    Okay.. I give Rick a thumbs up for me on my transaction. In stock parts shipped and received, and credit returned to credit card company for items not in stock. Emails responded to, tracking info accurate.

    Would I do it again this way? There is no way to know if an online vendor is solid. I think the suggestion to ask a question (either by phone or by email) and wait for response is probably a good practice. I suspect this site as managed in August - October 2012, would not have passed that test.

    I would recommend that Rick rethink his backorder policy, and continue to improve his customer communications. I do see the web site is still up, and there has been no change to the published policies. For example, the policy on order changes:

    If you need to change an order after submitting it on the website, please call the shop during business hours, Monday Friday from 10am 6pm CST.... Do not e-mail order changes because it is unlikely we would be able to make your changes in time.

    ?H (What the heck?) What good is it to call if nobody ever answers the telephone? You should either change the policy, or (hint hint hint) answer the telephone.

    Rick, again good luck with making this thing whole again. Looking forward to the customer focused improvements.

    Thanks,
    zip.
  • 11-11-2012
    Crudcake
    No change
    Judging from my experience, they haven't changed either their policy, or the way they do business. Wish me luck.

    CC
    :madman:
  • 11-11-2012
    Crudcake
    Newsflash:

    The contact number (210) 391-5528, listed as a contact phone number on their PayPal account, is no longer in service.

    CC
  • 11-11-2012
    rickm
    CC, we ride on Sunday, so call us on Monday 800-245-3206. The other number was an old number that is no longer in service.
  • 11-12-2012
    Crudcake
    Thank you, Rick.

    I attempted to call to call you at this number on November 9th, and again on the 10th, it went to voice mail. I left a message with my contact phone number, order number, and my inquiry about my order. I haven't had a callback.

    I also made the same inquiries through your info@sagecycles and orders@sagecycles e-mail accounts with no responses.

    CC
  • 11-12-2012
    mtnbikej
    Quote:

    Originally Posted by Crudcake View Post
    Thank you, Rick.

    I attempted to call to call you at this number on November 9th, and again on the 10th, it went to voice mail. I left a message with my contact phone number, order number, and my inquiry about my order. I haven't had a callback.

    I also made the same inquiries through your info@sagecycles and orders@sagecycles e-mail accounts with no responses.

    CC


    Apparently, they ride on Fridays and Saturdays too instead of working. :thumbsup:
  • 11-12-2012
    foster
    Quote:

    Originally Posted by mtnbikej View Post
    Apparently, they ride on Fridays and Saturdays too instead of working. :thumbsup:

    I called last Wednesday, so apparently you can add that day to the list as well.

    My story:

    I had placed a web order Monday morning. When I hadn't heard anything or received tracking by Wednesday I started the process of trying to contact them. All phone numbers either went to voicemail or were disconnected (which I thought was weird for a company that claimed to have two brick & mortars). After Googling the company name I started to see thread after thread of people complaining about slow or non-existent service. I e-mailed orders at bikepartsexpress.com and copied info at sagecycles.com telling them to cancel my order and I stated the reasons why. I also told them I had notified my bank to reject the charge.

    Fast forward to last night when I'm checking my CC charges and see that BPE put their charge through last Wednesday. Coincidence?

    I still haven't received any contact from BPE (not even tracking so who knows if they even shipped something or just charged my card) and as far as I'm concerned I canceled my order with them. I'm in the process of disputing the charge with my CC company and they can sort it out with BPE's CC company.

    Maybe if BPE gets enough charge backs their CC company will drop them.

    Oh and after canceling my order with BPE I called up Zach @ Bikebling.com and placed an order with them. Can't say enough good things about BB. I should have just placed the original order with them.
  • 11-20-2012
    Crudcake
    I received my goods from Orem, Utah on 11/19/2012. The order was complete and arrived in good shape.
  • 12-17-2012
    foster
    I have an update for my experience with BPE.

    They did end up shipping me a package two weeks after I had originally placed my order, and over a week after I had e-mailed them to cancel it.

    I went through my credit card company and disputed the charge. The credit card company suggested it would be best if I mailed the package back to BPE with tracking.

    After waiting a couple of weeks and realizing this was going to be a long drawn out process I tried contacting BPE. It took 7 or 8 calls over the course of a day to finally get someone to answer the phone. "Rick" answered the phone. I explained the situation and he apologized. He said he had run into some distributor issues, but everything was straightened out now. I explained that I had tried to cancel my order and I was seeking a refund. He said no problem, just ship the merchandise back to him and he'd refund my money plus the additional shipping.

    I shipped the package back to him that same day. I also e-mailed him a copy of the postage receipt so I could be reimbursed. Oddly he told me to use either rick at sagecycles.com or rick at bicyclepartsexpress.com. He said no one checks the info or orders e-mail addresses.

    A week later and I had not heard a word from Rick. I checked the tracking and the package had arrived 2 days after I had mailed it. Three more calls to get Rick on the phone. This time I caught him out getting some lunch. Funny, I had called the supposed phone number for his brick & mortar, but he was talking to me from his cell phone while at lunch. I've never heard of a bike shop closing down for lunch before. Rick said he had in fact received the package and would be processing my refund (including the return shipping).

    Another couple of days go by and I get an e-mail from info at sagecycles.com informing me that my credit card was being credited for the returned merchandise. I then received a separate e-mail asking for my PayPal e-mail since they couldn't refund me money over and above the original amount. I immediately responded to the e-mail providing my PayPal info. Then I remembered Rick told me no one checked those e-mail addresses (even though they use them to e-mail customers). So I forwarded everything to Rick's e-mail addresses. Never heard a response from Rick.

    Fast forward another two weeks and no credit has been posted to my card. I tried calling Rick, but gave up after two calls that just went to voicemail. I sent him another e-mail asking him to please process my credit and to PayPal me the shipping charge. Nothing.

    Another week goes by and my credit card company finds in my favor and adjusts my account for the "purchase". I'm out the $13 I paid for return shipping, but at this point I'm just happy to be done with Rick and his bull$hit.

    Either this guy is a flat out liar or just a really shitty businessman. Either way I will never have anything to do with him or his companies again. I'll also make it a point to tell anyone who asks about my experience with BPE, Sage Cycles or directbicycleparts.com.

    So in short... a big F*ck You to Rick. He dicked me around and never kept his word.
  • 12-17-2012
    akacoke
    time for credit card dispute
  • 01-14-2013
    epiphreddy
    So what became of all of this? Curious since I placed an order before I saw this.
  • 01-21-2013
    epiphreddy
    Received my item in a timely manner, approximately 2 weeks from order date.. Communication was just fine and the prices were unbeatable. I went back and checked my emails and this is the fourth order I have placed with BPE over three years and other than a fork taking about 3 weeks and communication possibly not the best I have experienced I can honestly say my experience with BPE has been just fine and the prices on their sale items is absolutely unbeatable. I don't mind waiting another week or so if it is going to save me $100 or so.
  • 05-09-2013
    guerra66
    Well, I'm experiencing the same woes as most everyone. I placed my order on Friday, I received an order number right away which I assume is auto-generated. On Tuesday I replied to auto-generated email, no response. Wednesday I sent an email to sage cycles, no response. I may just call my credit card and block the purchase.
  • 05-09-2013
    epiphreddy
    Don't you think you may be jumping the gun a little bit? The place is probably not open on Sat or Sun and basically 2 working days past your order you are wanting to call your CC company???? I have ordered several things from BPE, all at extraordinary prices. Is there communication the best in the world.....NO. Are they the absolute fastest in the world....NO. BUT, they are waaaay less expensive and also faster than any local bikeshop I have ever dealt with.
  • 05-09-2013
    greenerob
    While I think that BPE is the WORST company on earth and the owner is a CROOK, I think you are jumping the gun here. IF you call the credit card company this early, they might deny your claim when you actually need it because this hack stole your money.
  • 05-19-2013
    squareback
    Quote:

    Originally Posted by foster View Post
    "Rick" answered the phone. I explained the situation and he apologized. He said he had run into some distributor issues, but everything was straightened out now.


    Translation: Not paying bills, suppliers not shipping until account is current.
  • 05-20-2013
    magnato1
    I was just about to order from this place, but there are so many shady internet operations out there, I am glad I did a search beforehand. This thread makes it very clear that they will not be getting my business.
  • 06-25-2013
    JohnGataRide
    I ordered an XISC crankset and BB from them on Sunday afternoon for a great price AND they thru another discount on top for being a first time customer.
    I stumbled upon this thread last night and started to freak out -- i have a race in less than three weeks and no crank.
    So i called this afternoon, just to get a feel for the place, and I am no longer worried.
    A guy named Bradley answered right away -- could tell he was a mechanic at work -- and talked shop with me or a few.
    I told him I just wanted to double-check the crank compatibly with my bike. He was awesome. Got the part number, called Specialized, called me back, all within 10 minutes.
    I informed him of my time constraints and he assured me that i would have my new crank by Monday.
    I'm giving these guys an A+ so far.
    That said, I'm still only a few days in. Let's see how long it takes to arrive.
    I'll let you know
  • 06-25-2013
    epiphreddy
    I have ordered several big ticket items from them: frame, fork, etc. and have gotten the absolute best prices on everything and received everything as quick or quicker than I would have gotten them if I ordered from a local bikeshop (which NEVER could have matched their prices).
    I would not hesitate to order from them again and I would not let this thread bother you.
  • 06-27-2013
    JohnGataRide
    Sure enough, got an email and tracking number with USPS this afternoon. All is smooth with these guys. Tracking says crank and BB here on Saturday. That would be less than a week to get here. They are in Utah - I'm in S. Florida. I've ordered gear from Miami that's taken longer...
    I'll let ya know when the package arrives.
  • 06-29-2013
    JohnGataRide
    Wow. I'm impressed. Stuff arrived this afternoon, actually ahead of schedule. Less than a week to my door and the best price on the Web.

    I will definitely be ordering from them again.

    Disregard all the nonsense early in the thread. As of right now, these guys are A+
  • 06-29-2013
    epiphreddy
    I am with you. This place rocks and if you don't want to do business with them you can always use them as a price match to somewhere you would rather use. They currently have the best price I have found on the I9 Torch rear XX1 hub plus you can use one of their coupons (which are always available) to get another 10% off! Unbeatable!
  • 07-11-2013
    ColinL
    JohnGataRide and epiphreddy, you two guys sound like shills.

    I've never ordered from bikepartsexpress but I found this thread and now I never will. The way in which you enthusiastically support them and casually brush off VERY SERIOUS business violations in the not-too-distant past makes me wonder if you're crazy or personally connected to the company.
  • 07-11-2013
    epiphreddy
    Hey, trust me (or don't I don't care), I came across this thread after purchasing a close out Jet RDO back in Sept at the BEST price I have seen anyone post and I became quite worried too. Their communication (as I have stated before) is not the best (but still better than ANY of my local bikeshops). BUT it was purchased on a credit card so what is the worst that could happen? People act like it is the end of the world, that it is coming out of their pockets, that their cycling career will be destroyed....when in fact that is what the CC is for, protection. NOTHING can happen. If a scam were to occur (I have had it happen) call your CC company, that is it, costs you NOTHING. All I am posting about is my experiences with them. If you want to support your local bikeshop and pay full retail or whatever, have at it. I could care less. The fork I bought took about 3 weeks to get which is as fast or faster than most any small bikeshop at HUNDREDS less. The frame took like maybe two weeks. Go ahead SPEND more money and possibly get better communication, quicker shipping, I could care less....hey call me crazy, but if it takes another week and it takes a few days/emails to save a couple of hundred dollars I don't mind at all....but that's just me...I must be crazy!!!! LoL
  • 07-11-2013
    JohnGataRide
    ColinL: You're a big boy. Make your own call. I didn't have that option. I found this thread AFTER i placed my order.

    But regardless of what all these others have posted, my experience was great. I don't know what happened in the past -- maybe the move is now complete and shit is more organized -- nor do I care.

    All i know is that I got a stellar deal on an XISC crank shipped to South Florida from Utah in 6 days.

    That's not crazy -- that's real

    AND I will order from them again if need be.
  • 07-11-2013
    JohnGataRide
    Reading back a bit, I almost feel sorry for the guy who runs this store. He's getting nailed and has probably lost a ton of business. If you start at the beginning, it seems like a few competitors decided they had it out for him. Look up a couple of the original posters -- they are stores, not people.

    No one in the last year has had any issues with this place. I hope they are able to keep in business despite all this crap said about them. They have great prices and my experience was awesome.
  • 07-11-2013
    ColinL
    My personal take is that if you use Ebay you are far better protected against crap like this due to their policies and the fact that sellers are very protective of their reputation score so they do what they say, when they say. Anyway-- carry on.
  • 07-11-2013
    epiphreddy
    I have been scammed on ebay on a bike purchase, sent faulty parts, and received mis-represented items. It takes a LONG drawn out process to resolve (like 6 weeks). And if Ebay decides to rule in favor of the person who has done wrong you are screwed. How is that protection? Your CC company will do an investigation and you aren't responsible for any charges in question until resolved which is usually less than a month. I can honestly say that I have NEVER been scammed by an online bike shop and I have purchased hundreds or items. You are basing your "take" on other peoples posts that you don't know and you have never even bought from BPE. Me and Johngataride have had great experiences with BPE through actual purchases. Your CC is your protection against whatever fears you seem to have. I too think some of the complainers were competitors (I read the entire thread I suggest that ColinL do the same). As far as I am concerned MTBR should not allow threads like this where a few people set out to ruin a shops reputation.
    On your next bike part/purchase, why don't you shop around online and if BPE is as good a price or better give them a shot and see for yourself, then you will have an informed opinion. I have no interest in BPE other than keeping as much $$ in my pocket and getting the same parts as elsewhere but at less prices.
  • 07-11-2013
    ColinL
    I did read the whole thread, that's why I am shocked that anyone would buy from them after reading it.

    You can get screwed by anyone, anywhere. If you do it on ebay, your rep plummets and so do your sales. Granted, that's until you close the account and start a new one. But new sellers with low rep are also a warning to buyers.

    If you do it on a website, new customers show up all the time, unaware of your past history unless they happen to look for reviews on MTBR, google, etc. I have no doubt that some customers are happy, or at least indifferent, and apparently you are one.
  • 07-20-2013
    scorpaguy
    All....please note I DO NOT OWN/OPERATE/WORK AT a bike shop. I want folks to know of my experience with BPX this month. I placed an order for "in stock" parts....2 weeks and nothing. I called and was told some parts were no longer available...to wit i instructed them to ship the available parts. Said parts arrived with a "correct" invoice, however my CC statement had me charged the original amount. COUNTLESS CALLS have achieved nothing!!! These folks are either dishonest or inept business people...I WOULD NEVER RECOMMEND DOING BUSINESS WITH THEM.
  • 08-23-2013
    Nurse Ben
    I have ordered from them twice this summer, they are slow to respond, and I did send a reminder email to "get things rolling", but both products arrived within a week and we're the correct items. They sell at a discount and shipping is free.

    It's a real bike shop, Bikepartsexpress is their internet sales. I don't think it's a big operation. Just be sure and use a VISA or PayPal, recognize that buying online is risky, so you are better off buying from your LBS if they have a decent turnaround.
  • 08-23-2013
    ColinL
    Quote:

    Originally Posted by Nurse Ben View Post
    IJust be sure and use a VISA or PayPal, recognize that buying online is risky, so you are better off buying from your LBS if they have a decent turnaround.

    Buying online from any reputable vendor is NOT RISKY.

    It works perfectly fine the vast majority of the time and a reputable vendor will actually answer your emails, calls, what have you and resolve any issues that may actually occur.

    Buying from operations known to have serious issues in the past and apparently present-- that is risky.
  • 08-23-2013
    epiphreddy
    Quote:

    Originally Posted by ColinL View Post
    Buying online from any reputable vendor is NOT RISKY.

    It works perfectly fine the vast majority of the time and a reputable vendor will actually answer your emails, calls, what have you and resolve any issues that may actually occur.

    Buying from operations known to have serious issues in the past and apparently present-- that is risky.

    And how do you know there are "known" serious issues? From reading posts on a forum? How about Scorpaguy? His very first and only post is to bash BPE. I am calling BS on some of these posters.

    Have you ever purchased from BPE? Me and several others actually HAVE and can provide first hand positive accounts of our experiences with BPE.

    And I agree with you buying online is NOT risky for stated reasons. It is about the only place I buy bike parts since my local bikeshops are so pathetic.
  • 08-23-2013
    ColinL
    Quote:

    Originally Posted by epiphreddy View Post
    And how do you know there are "known" serious issues? From reading posts on a forum?

    And google reviews. And other forums. What should we do, visit each person who complains here to get a legally witnessed affidavit? :skep:

    People do not complain this much about businesses that are doing a good job. Where there's smoke, there's usually fire.
  • 08-31-2013
    aarontriton
    Re: BikePartsExpress.com SCAM
    for what its worth. i ordered a new rear wheel. payed with paypal. ordered on wednesday recieved it Saturday . very fast ship and beat price by over $30. i will order from again. also sent email after order and got fast reply and trackong number

    Sent from my SCH-S720C using Tapatalk 2
  • 08-31-2013
    epiphreddy
    Oooh Oooh. How could that be? You must be a shill. You are part of the scam! Ha! I too have had nothing but good experiences buying from BPE. Piss on anyone else who has NEVER bought anything from them and want to bad mouth the place based on a few bad reviews. Maybe the posts/reviews are maliciously fictitious, who knows? Like a person that has one post to blast the place. Maybe they did have an issue or two, but who has had PERFECT service with every transaction? I too will use them again, if nothing else you can use them to price match from a shop you like using more.
  • 09-11-2013
    jmanussier
    I am not here to flame anyone, but I thought I would provide my personal experience with BPE. I ordered a RaceFace Turbine fat bike crank in July and since I had not received it by the end of the month I sent them an email. I got a quick response saying that my crank was on back order and that they had a different crank that was in stock and if I wanted that they could send it right away or it would be a few weeks. It was a few dollars more and I had my heart set on the Raceface so I decided to wait. I waited for a month and with no updates or product I tried to contact BPE again. I did not receive any response. I tried again and since I never got any response I filed a complaint with PayPal hoping it would get some movement, but no response from BPE so I escalated it to a claim. BPE still did not respond so PayPal is refunding my payment. I had such high hopes, but I did not want this to turn into another Home Brewed Components experience so I felt compelled to make sure that I got my money back before I was out of the 45 day window to file a claim.

    I think it is paramount for e-retailers to provide good communication with their customers since it is not like a LBS where I can just drop in. In this case that started out well, but the ball was dropped and I am very disappointed. With so many choices of virtual stores and the proliferation of social media and forums it seems like the best way to develop a loyal following is to provide excellent service to differentiate yourself from others online. I hope BPE can smooth out whatever bumps they are experiencing and get back on track as they do seem to have a number of supporters out there. I wish them luck.
  • 11-30-2013
    MntnMan
    I ordered some parts from BPE 11/14 and still have not received my order. I have sent two emails asking for updates on the status of my order, the latest being this past Monday. I have yet to receive any response. I really hope they are just busy, but irrespective of the resolution of my order, I will never order from them again.
  • 12-08-2013
    pandaplus
    Hey folks...I've been wanting to share my experience about BikePartsExpress. I needed an expensive, uncommon service part that probably wasn't in stock. BPE had it for 60-80 dollars cheaper than just about any other shop online.

    Without thinking things through, I placed my order via paypal. The money was transferred instantly, and I received an automated order confirmation. After I ordered, I looked up reviews of BPE. This thread, as well as others, had made me pretty nervous about my careless purchase . A few days later, I emailed them with a polite an inquisitive tone, "I just wanted to check up on the status of my order..." There was no reply, which confirmed all the negative things I had read online. Then, out of the blue and one week later, I received an email saying that my order had shipped. The whole process took about 2 weeks from transaction to receiving the part.

    So here's my take: After reading this thread twice, I think it's unfair to call BPE a scam and Rick a crook. Sure, they aren't the best at communication. Maybe they have some issues with their accounts and distributors. However, they do have pretty stellar prices AND people do receive their items.

    In the future, if I'd truly save a ton of money buying through BPE and I had time to wait, I might use them again. But more likely and regularly, I'll shop from my go-to dealers because they make me feel more confident about the whole process.

    Lastly, let's not forget that we're all pretty used to buying stuff from online-giant-super-stores that have a really well-oiled, time and volume tested system for taking, processing, and delivering orders. BPE isn't Nashbar, ChainReaction, or Amazon, and therefore they probably shouldn't be compared to such retailers. All that being said, there isn't much excuse for abysmal communication.
  • 01-23-2014
    fishwrinkle
    oooh, oooh! can i play? i'll call him a piece of shit! like others have said, i too have ordered from them w/o reading reviews, bad on me i guess. i looked at the fact they're from the US and excepted that as enough cred. so i ordered a steel freehub from them and 10 days later i received a flat rate box with a receipt and bubblewrap. yes folks that's it, no freehub in the box. i immediately emailed them with every detail and number on that receipt & guess what no response. i also left 2 VM's and still nothing. the only thing they were quick to do is take my money! i find it funny that the only number for online and this shitty store are the same and the fact that "phone hours" are 1 hour after the store opens. hopefully you OTB on your face today. i don't see a future for your store


    edit: what's really funny about this, is everywhere i see that POS's pic, he's on a phone! LOL if i believed in social networking i'd join twitter just to knock that phone off his face


    just found this info, haven't tried the phone because they don't open for another 1/2 hour
    Sage Cycles & Outdoor Gear 801-689-2644
    270 24th St, Ste 101, Ogden, UT 84401
    Sage Cycles & Outdoor Gear | Ogden, UT

    lol new number is constantly busy
  • 01-23-2014
    TheDocTx
    WOW. I buy most of my MTB related stuff online and I am glad I stumbled upon this thread before being ripped off by this clown. There is absolutely no excuse for business practices such as this. I hope the word spreads, I'll do my part.
  • 01-24-2014
    aarontriton
    I blindly ordered a stans rear wheel great price from them . No contact from them received wheel in less than a week so who knows?

    Sent from my Z750C using Tapatalk
  • 01-24-2014
    fishwrinkle
    :incazzato: i know i came off hot & it's not the $84 that bothers me, but it's the fact he has swindled many people.

    aaron, when was your order placed & what region are you in? might be a proximity thing on who gets filled, as in ass whippin' range?
  • 01-24-2014
    epiphreddy
    I have had really good luck with them too. I have gotten better prices from them then anywhere else on the few things I have ordered. This thread and their lack of communication concerned me, but I have now bought an expensive frame, fork, and a few others things from them and with the exception of the fork taking about 3 weeks to arrive everything else was fine.

    I am also about 1,400 miles away in the southeast for what it is worth.
  • 02-04-2014
    frorider
    They had a part 'in stock' that other US online retailers were low on, so I purchased it a couple of weeks ago.

    What a fiasco. They confirmed the order and immediately took the PP money, but never sent any email confirming shipment outbound. Numerous phone calls and vmails and emails got no response for a week or so. Some of those emails went directly to the owner Rick. eventually I got a brief email from Randy (info@sagecycles.com) saying 'part not available' after all. No confirmation that they plan to credit my paypal acct.

    Wont' be doing business with them again, obviously.
  • 02-04-2014
    fishwrinkle
    frorider, escalate it to a claim at PP. don't wait, i'm still dickin' around with "randy" waiting for a response and a refund.
  • 02-04-2014
    frorider
    Oh don't worry, as soon as I realized they were one of those online retailers with no real-life customer service despite listing a phone number, I reported this to paypal. I'm sure I'll get my money back; just bummed I had to waste my time on these clowns.
  • 02-18-2014
    Bacons
    I should have visited this forum before I ordered. I was jaded by the pricing.
    Terrible communication. You cannot check their website for order status. Emailed three times... no response. Last email (9-days after initial order) I threatened to cancel order and file Paypal grievance... the next day I got a shipping notification.
    DO NOT BUY FROM THIS COMPANY. A few dollars savings is simply not worth it.
  • 02-18-2014
    epiphreddy
    You can always use them for a price match elsewhere.
  • 02-19-2014
    frorider
    Bikepartsexpress has 'not responded' to the PayPayl complaint process.

    Escalation is the next step. Of course paypal makes that overly difficult, but whatever.
  • 02-19-2014
    fishwrinkle
    several days ago i received a full refund from PP. i actually found it quite humorous that randy asked me if i wanted a full refund or a new freehub sent to me, i responded i wanted a freehub. still waiting, lol.
  • 02-19-2014
    MntnMan
    Someday they will go to prison. Mailing empty boxes to customers is mail fraud, to which the Feds do not take kindly.
  • 02-26-2014
    mikerbiker
    I am yet another victim of he scam business that Bike Parts Express seems to be. I ordered some Nordic ski gloves and found it odd that although they show ability to pay by Visa, MC, etc., the only way to pay was PayPal. They immediately took my money, but gave no indication whether the gloves were in stock and when they might ship. Numerous phone calls (ALL unanswered) and e-mails till finally they told me it is out of stock and no filling anticipated. I requested the order be cancelled, and after a few weeks I asked for a refund. Randy communicated that the owner refunded my money but after almost 2 weeks no activity on PayPal. I filed a dispute, now escalated.

    Does ANYONE have any solid evidence that this company is in any way whatsoever legitimate. Take a look at the reviews on their own Facebook page - all negative with similar stories. The Utah BBB has Sage Cyclery (same company - different name) rated as F. These guys really should be stopped from doing this - I see nothing but a complete fraud here.
  • 02-26-2014
    epiphreddy
    Did you read the thread??
  • 02-26-2014
    mikerbiker
    Quote:

    Originally Posted by epiphreddy View Post
    Did you read the thread??

    Yes, of course.
  • 02-26-2014
    epiphreddy
    Then you have seen the solid evidence.