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Thread: PricePoint FAIL

  1. #1
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    PricePoint FAIL

    Last weekend, I received a new Ibis Mojo SL "Special Blend". I love the bike, but the Avid Elixir 1 brakes were (IMO) awful. As a result, I opted to purchase a set of Magura MT4 from PricePoint as the price was great and I've been doing business there for ages with no issues. So last night, I purchased everything (making sure it was all in stock) to ensure I'd be up and riding this weekend. I even paid for expedited shipping to guarantee I'd be on the trails. Overall, I was on the hook for F/R brakes, rotors, adapters, centerlock adapters, and a bleed kit.

    You can image how angry I was to receive the following email a day later, after they'd closed...My calls and email were ~10min after the email arrived and no answer...

    I now have no brakes coming, nor any clue whether the rest of the order is still being sent and how much I'm being charged.



    ================================


    Hello Sean,

    We regret to inform you that we no longer stock Maura MT 4 brakes, therefore, we have removed the item from the order. Please let us know if you wish to replace it with a different item or remove the item it from the order and ship out everything else. Please let us know if you have any questions.

    We do apologize for any inconvenience this may cause!

    Regards,

    ---

    Price Point Mail Order, Ltd.




    8:03 PM (8 minutes ago)

    to ---

    As a longtime PricePoint customer for over a decade, I'm extremely frustrated by this situation.

    1) The product was shown as "in stock" last night when ordered

    2) An entire business day passed before I was notified

    3) I have no idea what is still being sent, or if the entire order is cancelled.

    4) Customer service is now closed at Price Point (despite receiving this email 2min ago) and you are not answering your direct line.

    5) Why you're no longer carrying MT4 brakes?
    Last edited by Pelly_NH; 04-18-2012 at 09:38 AM.

  2. #2
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    Try BlueSkyCycling.com were i buy most my brake parts.

  3. #3
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    Calm down. One working day- that's not bad. They didn't pick up your phone at after 8pm- good for them- I'd personally prefer that their staff have a life instead of answering irate emails at night.

    Retailers get their inventory lists wrong sometimes. Deal with it. It's not even like your bike doesn't have a new set of working brakes on it. You can still ride.

    If it upsets you so much, just cancel the entire order and get them from somewhere else. Having a hissy fit about it on the internet is a bit extreme.

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    Well Womble, I'd agree except for the following:

    1) They heavily advertise and promote their in-stock and same-day shipping claims


    2) All parts in the order were listed as "in stock" on the website.

    3) The order had rushed shipping and was placed the night before. Why on earth it took them so long to figure out a part was out of stock is beyond me. Why the customer service agent sent the email 2min before closing is another mystery.

    4) Why didn't they call me to ask if I would like to cancel the order or keep the remaining items? At least update me on the stock status of the other items or tell me how much I'm still being charged.

    While you might be content waiting an indefinite amount of time for your parts or be willing to put up with poor customer service, I am not. To that end, I'm even willing to pay the premium for rushed service and arrival and did due diligence on my end to ensure this situation wouldn't have happened. Had a call been made during the day letting me know the situation, this thread wouldn't exist.

    As for being a bit extreme, I'd say trolling a mountain bike forum to post passive aggressive comments is a bit much for an adult. Thanks anyways.

  5. #5
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    wah...

    Quote Originally Posted by Pelly_NH View Post
    Well Womble, I'd agree except for the following:

    1) They heavily advertise and promote their in-stock and same-day shipping claims


    2) All parts in the order were listed as "in stock" on the website.

    3) The order had rushed shipping and was placed the night before. Why on earth it took them so long to figure out a part was out of stock is beyond me. Why the customer service agent sent the email 2min before closing is another mystery.

    4) Why didn't they call me to ask if I would like to cancel the order or keep the remaining items? At least update me on the stock status of the other items or tell me how much I'm still being charged.

    While you might be content waiting an indefinite amount of time for your parts or be willing to put up with poor customer service, I am not. To that end, I'm even willing to pay the premium for rushed service and arrival and did due diligence on my end to ensure this situation wouldn't have happened. Had a call been made during the day letting me know the situation, this thread wouldn't exist.

    As for being a bit extreme, I'd say trolling a mountain bike forum to post passive aggressive comments is a bit much for an adult. Thanks anyways.
    First world problems.

    Stock errors happen. Get on with your life.

    IMO, PricePoint is still one of the best OBSs out there. Maybe an employee stole them or something a while ago, and they just discovered it. If you ever worked in retail, you would know this sorta thing happens all the time.

    I guess you're part of the 1.7%.

  6. #6
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    Joy, another troll. Go spoil the other vendor complaint threads while you're at it hero.

  7. #7
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    Look up the definition of "internet troll" before making yourself sound even sillier.

    We're not trolling, just calling you out for whining for a pretty lame reason.


  8. #8
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    Maybe they sold out right before you placed your order? Especially if it was such a great deal.

  9. #9
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    The issue isn't the fact the brakes weren't in stock. Rather, the problem is with how that info was communicated.

  10. #10
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    What time of day was the order placed?

  11. #11
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    So... You were the only customer that day? I would bet they get thousands of orders each day.... Not to mention phone orders. I suggest you start making orders over the phone. You will avoid most of this when they are able to check inventories at the point of sale.

  12. #12
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    Quote Originally Posted by Pelly_NH View Post
    CONFIDENTIALITY NOTICE: The information contained in this message is intended only for the personal and confidential use of the designated recipients named above. If you are not the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution or copying of this message is strictly prohibited. If you have received this communication in error, please return the original message to us by reply email and delete from your database.
    my favorite part lol

  13. #13
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    Crazy Amreekans

  14. #14
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    It sucks when this happens, but as it stands, its not like you can't ride your bike. You still have brakes, you'll just have to wait a couple days longer for the brakes you actually want.

  15. #15
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    Well highdell, you ride a Sette so that likely narrows it down a bit.

  16. #16
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    "Extremely furious"??? -
    what are you like when something REALLY goes wrong?

    I work for a pretty major e-tailer, so I can possibly shed a little light on how something like this happens.

    1 - you are not their only customer
    2-
    Honestly... ahh I give up

  17. #17
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    BTW:

    Wombel, highdelll, codyh12345, and anyone else who doesn't expect satisfactory customer service (as in a phone call or an email with actual details on their shipment and cost), why aren't you going to post your garbage in the multiple other posts COMPLAINING ABOUT THE SAME DAMN THING (with other vendors)?

    Most recent example:
    Cambria (CBO) - never again!!

  18. #18
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    Quote Originally Posted by Pelly_NH View Post
    Well highdell, you ride a Sette so that likely narrows it down a bit.
    ever bother to look at where I live?

    anyways, HairCareChoices - Professional salon haircare products: Goldwell, Joico, Framesi and more
    Honestly... ahh I give up

  19. #19
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    Quote Originally Posted by highdelll View Post
    I was just about to comment on how nice your hair is in your picture!!
    -It's time to shred some mild to moderate gnar!!

  20. #20
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    Quote Originally Posted by Pelly_NH View Post
    why aren't you going to post your garbage in the multiple other posts COMPLAINING ABOUT THE SAME DAMN THING (with other vendors)?

    Umm... Because this thread was in my "recent" section of the tapatalk app and I felt like TRYING to provide some useful information about CALLING in your order to avoid further "extremely furious" situations. But hey... these forums are just for namecalling and b!tching anyway right. Why try to help someone.

  21. #21
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    so you heard from them exactly 1 day after you placed your order? I find that completely satisfactory. I also find it completely satisfactory that they didn't answer your call or email after their closing business hours.

    I'm still confused what is unsatisfactory about this issue, other than their site said they had an item in stock when they didn't. These things happen in retail.

  22. #22
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    Quote Originally Posted by phazeshifta View Post
    so you heard from them exactly 1 day after you placed your order? I find that completely satisfactory. I also find it completely satisfactory that they didn't answer your call or email after their closing business hours.

    I'm still confused what is unsatisfactory about this issue, other than their site said they had an item in stock when they didn't. These things happen in retail.
    4) Why didn't they call me to ask if I would like to cancel the order or keep the remaining items? At least update me on the stock status of the other items or tell me how much I'm still being charged.

  23. #23
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    Quote Originally Posted by womble View Post
    Calm down. One working day- that's not bad. They didn't pick up your phone at after 8pm- good for them- I'd personally prefer that their staff have a life instead of answering irate emails at night.<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>

    Retailers get their inventory lists wrong sometimes. Deal with it. It's not even like your bike doesn't have a new set of working brakes on it. You can still ride.

    If it upsets you so much, just cancel the entire order and get them from somewhere else. Having a hissy fit about it on the internet is a bit extreme.
    I agree with you 100%

  24. #24
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    This is an exact quote from the email they sent you:

    "Please let us know if you wish to replace it with a different item or remove the item it from the order and ship out everything else"

    It took me exactly one read to know what they would be shipping out to you. I'm still confused what the issue is here.

  25. #25
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    Quote Originally Posted by phazeshifta View Post
    I'm still confused what is unsatisfactory about this issue, other than their site said they had an item in stock when they didn't. These things happen in retail.
    this is the thing..
    It may have been in stock at the time he ordered it.
    let's say there were two in stock, 3 people place that in their basket and checkout before the OP does.
    The item wont be pulled out of stock until that order is actually processed (the next business day)
    Person A's order gets processed - now 1 in stock
    Person B has a credit card issue (expired) - 1 still in stock
    Person C's order gets processed - now 0 in stock - ooooh, so close for the OP

    After the end of day, automated emails go out to people who's orders were missing something or with any other 'issues'.
    The next day, phone calls and emails from customers are fielded by Customer Support.

    OP's furious email gets put off and customers with composure are dealt with because no one wants to deal w/ that BS over a non-issue 1st thing in the morning.

    Clear as mud??
    Honestly... ahh I give up

  26. #26
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    Quote Originally Posted by highdelll View Post
    this is the thing..
    It may have been in stock at the time he ordered it.
    let's say there were two in stock, 3 people place that in their basket and checkout before the OP does.
    The item wont be pulled out of stock until that order is actually processed (the next business day)
    Person A's order gets processed - now 1 in stock
    Person B has a credit card issue (expired) - 1 still in stock
    Person C's order gets processed - now 0 in stock - ooooh, so close for the OP

    After the end of day, automated emails go out to people who's orders were missing something or with any other 'issues'.
    The next day, phone calls and emails from customers are fielded by Customer Support.

    OP's furious email gets put off and customers with composure are dealt with because no one wants to deal w/ that BS over a non-issue 1st thing in the morning.

    Clear as mud??




    Logic? I much prefer internet conspiracy theories thank you.

  27. #27
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    Careful, otherwise you're going to blow the secret that PricePoint is a mulit-million dollar shell company run by MTBR and was set up years ago solely to create a situation whereby Pelly would have to stick with his set of perfectly functioning brakes over a weekend.

  28. #28
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    Actually, I just received a phone call from ___ and he's now shipping the rest of the order and covering next-day shipping to ensure I get the parts on time.

    (He explained they're in the process of moving warehouses which is where some of the confusion came in)

    This is the sort of service I've received from PricePoint in the past.

    Had ___ just called me from the start like he did today, this thread wouldn't have been created. Regardless, PricePoint has addressed the issue and made me a satisfied customer again.
    Last edited by Pelly_NH; 04-18-2012 at 09:40 AM.

  29. #29
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    Yeah, it was, like, totally Manu's fault that this thread had to be created

    Anyway, thank you for today's dose of high drama.

  30. #30
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    Had he called you AFTER they closed????????

    You are out of your gourd man
    Honestly... ahh I give up

  31. #31
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    To quote randal: "This job would be great if it wasn't for the ****ing customers"
    "Single track is for pansies!
    I blast down a mountain once, and in my wake, lies a new single track for the rest of you."-sm

  32. #32
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    Highdelll.....put down the bong long enough to read and comprehend this.

    PricePoint sent me an email DURING OPEN BUSINESS HOURS.

    My whole point was that they should have done one of the following:

    1. 1) Email me with the full details of the situation. OK things aren't in stock, but are you able to still ship the other items? If so, will they be delivered on time (per the expedited shipping I paid extra for) or will they be delayed? How much is my credit card now being charged?
    2. 2) Call me with the full details of the situation. OK things aren't in stock, but are you able to still ship the other items? If so, will they be delivered on time (per the expedited shipping I paid extra for) or will they be delayed? How much is my credit card now being charged?


    Instead, they sent me an email saying part of my order was in stock and that the rest of the order was being held. That's it. No other info.


    Admin, you can close and lock this thread now. Issue is resolved and now this thread is devolving into a useless *****-fest.

  33. #33
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    Quote Originally Posted by Pelly_NH View Post
    Highdelll.....put down the bong long enough to read and comprehend this.

    PricePoint sent me an email DURING OPEN BUSINESS HOURS.

    My whole point was that they should have done one of the following:

    1. 1) Email me with the full details of the situation. OK things aren't in stock, but are you able to still ship the other items? If so, will they be delivered on time (per the expedited shipping I paid extra for) or will they be delayed? How much is my credit card now being charged?
    2. 2) Call me with the full details of the situation. OK things aren't in stock, but are you able to still ship the other items? If so, will they be delivered on time (per the expedited shipping I paid extra for) or will they be delayed? How much is my credit card now being charged?


    Instead, they sent me an email saying part of my order was in stock and that the rest of the order was being held. That's it. No other info.


    Admin, you can close and lock this thread now. Issue is resolved and now this thread is devolving into a useless *****-fest.
    May wanna check your 'facts' man

    "Customer Service
    Email: custservice@pricepoint.com
    We answer most emails the same business day
    spacer
    Phone: Monday - Friday 8am - 5pm PT
    USA: (800) 774-2376 ext. 402
    Canadian: (562) 616-6871 ext. 400
    International: (562) 616-6871 ext. 400"


    "Hello Sean,

    We regret to inform you that we no longer stock Maura MT 4 brakes, therefore, we have removed the item from the order. Please let us know if you wish to replace it with a different item or remove the item it from the order and ship out everything else. Please let us know if you have any questions.

    We do apologize for any inconvenience this may cause!

    Regards,

    ---

    Price Point Mail Order, Ltd.




    8:03 PM (8 minutes ago)"

    -They asked if you wanted the rest of the order shipped...

    Nothing was charged to your card - your card is only charged at the time of shipping.

    you can find this type of info here (and any of the things that made you furious) - Price Point - Where price is the point
    Honestly... ahh I give up

  34. #34
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    Hahaha this crap is hilarious!

  35. #35
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    You're not alone. I've been waiting almost 3 weeks for a response for a few questions and they continue to ignore me. I've also been waiting for 2 weeks for a seatpost clamp that was supposed to be included with a frame and promised to be shipped, yet haven't received it.

    This is the second time I've had hard time dealing with their absent customer service. Everything is great with them when there are no problems, but they won't support their mistakes. There are plenty of other companies out there who want my money.

    Price Point's Poor Customer Service

  36. #36
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    Quote Originally Posted by Pelly_NH View Post
    Admin, you can close and lock this thread now. Issue is resolved and now this thread is devolving into a useless *****-fest.
    This thread was a useless *****-fest from the first post.

    A hint- if everyone tells you that you are wrong, you can either be the 0.1% who is an unrecognised genius, or the 99.9% are just... wrong. Which one do you think it is?

    PS: thanks for sending a couple racist PMs there buddy, they made me laugh

  37. #37
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    Quote Originally Posted by emtnate View Post
    You're not alone. I've been waiting almost 3 weeks for a response for a few questions and they continue to ignore me. I've also been waiting for 2 weeks for a seatpost clamp that was supposed to be included with a frame and promised to be shipped, yet haven't received it.

    This is the second time I've had hard time dealing with their absent customer service. Everything is great with them when there are no problems, but they won't support their mistakes. There are plenty of other companies out there who want my money.

    Price Point's Poor Customer Service
    Nate, I read through your thread.
    It seems like you might a legit beef - a couple weeks of poor correspondence.

    Here's my advice...(if you care )
    I would call after 1or 2 - 3 (pacific time) - and before 4 - this seems to be the 'golden hour' of CS...
    They've gotten the early morning crap out of the way and had some lunch. The phones are likely to be calmer most 9-5ers, on either coast, are at work or aren't home yet.
    CS just seems to be in a better mood.

    I know this is just my experience w/ e-commerce....

    Just be composed, and ask to speak w/ a manager if necessary ...
    Honestly... ahh I give up

  38. #38
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    To the OP:

    Get over it, $hit happens. Like this is a big deal. You needed to take the time to post this?

    If this is your biggest problem, then consider yourself blessed. Oh, grow up and stop crying. Jeez.

  39. #39
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    Pelly you should have done business with Green Tire Bike. You'd appreciate some of the reputable online shops much more...

  40. #40
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    Quote Originally Posted by highdelll View Post
    Nate, I read through your thread.
    It seems like you might a legit beef - a couple weeks of poor correspondence.

    Here's my advice...(if you care )
    I would call after 1or 2 - 3 (pacific time) - and before 4 - this seems to be the 'golden hour' of CS...
    They've gotten the early morning crap out of the way and had some lunch. The phones are likely to be calmer most 9-5ers, on either coast, are at work or aren't home yet.
    CS just seems to be in a better mood.

    I know this is just my experience w/ e-commerce....

    Just be composed, and ask to speak w/ a manager if necessary ...
    I finally got my questions answered through their facebook page. After that, around their closing time, I got an email from a customer service manager. Everything in this case is now straightened out, but it is not my first poor experience with them or their CS. They seem to be top-notch when something doesn't go wrong. Prices are good, the shipping is always fast, but now I am 2 for 2 with poor CS and long delays. That's not even counting a few other things that would be worth complaining about if they were a bigger deal to me considering the discounted prices. I can't imagine I am unlucky enough to have bad experiences both times I've needed to resolve an issue, so it must be their business model.

  41. #41
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    I went on there right now and it says the MT4 are in stock.

  42. #42
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    Pricepoint has screwed up my orders twice. Both times they have gone the extra mile to make things better. Up to and including shipping me a saddle overnight that they forgot to put with my order. They comped the saddle and the shipping. That's good enough for me. I had it by the time that I needed it.

  43. #43
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    Quote Originally Posted by Pelly_NH View Post
    Joy, another troll. Go spoil the other vendor complaint threads while you're at it hero.
    Actually you're the troll. Post up, sit back and wait for the reactions and arguments to come in. That's what forum trolls do.
    CRAP... I'm in the wrong gear

  44. #44
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    Quote Originally Posted by Pelly_NH View Post
    Highdelll.....put down the bong long enough to read and comprehend this.

    PricePoint sent me an email DURING OPEN BUSINESS HOURS.

    My whole point was that they should have done one of the following:

    1. 1) Email me with the full details of the situation. OK things aren't in stock, but are you able to still ship the other items? If so, will they be delivered on time (per the expedited shipping I paid extra for) or will they be delayed? How much is my credit card now being charged?
    2. 2) Call me with the full details of the situation. OK things aren't in stock, but are you able to still ship the other items? If so, will they be delivered on time (per the expedited shipping I paid extra for) or will they be delayed? How much is my credit card now being charged?


    Instead, they sent me an email saying part of my order was in stock and that the rest of the order was being held. That's it. No other info.


    Admin, you can close and lock this thread now. Issue is resolved and now this thread is devolving into a useless *****-fest.
    actually it was useless right from the start

  45. #45
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    Quote Originally Posted by OneBadWagon View Post
    Pricepoint has screwed up my orders twice. Both times they have gone the extra mile to make things better. Up to and including shipping me a saddle overnight that they forgot to put with my order. They comped the saddle and the shipping. That's good enough for me. I had it by the time that I needed it.
    That's funny, I am still waiting for a part they forgot. It has been "in the mail" for 2 weeks... Nothing comped, no discount codes offered, no attemps to retain me as a customer, just half-assed apologies.

  46. #46
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    I have had mostly good experiences with them, but have also received several incorrect items and one damaged tire from them. Their prices haven't been as good lately as they used to be. Customer service has always been friendly and willing to help.

  47. #47
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    Quote Originally Posted by emtnate View Post
    That's funny, I am still waiting for a part they forgot. It has been "in the mail" for 2 weeks... Nothing comped, no discount codes offered, no attemps to retain me as a customer, just half-assed apologies.
    Here's what you should do. Cancel your order with PricePoint. Get a refund. If they don't get a refund, contact your credit card company and file a complaint.

    Then order your item from somewhere else.

    Problem solved, go riding!

  48. #48
    ~Disc~Golf~
    Reputation: highdelll's Avatar
    Join Date
    Oct 2008
    Posts
    16,491
    what does this even mean Pelly?
    "Hopping trains does not count as work"
    Honestly... ahh I give up

  49. #49
    mtbr member
    Reputation: Durzil's Avatar
    Join Date
    Apr 2012
    Posts
    52
    I've ordered 2 separate orders with multipul price matches that required follow up emails in the last week. Guess I'm just lucky.

  50. #50
    Dave's not here.
    Reputation: MiWolverine's Avatar
    Join Date
    Jun 2009
    Posts
    247
    There have been a few instances where PP messed up my orders. My solution was to just go elsewhere and spend my money, simple as that. I won't do business with PP anymore.
    Craig

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