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Thread: Pricepoint Rant

  1. #1
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    Pricepoint Rant

    I'm a bit pissed at pricepoint right now. I have ordered from them for about 7 years, probably over $2000 during that time. Last week I ordered some new bars, derailler, shifter, and a stem, about $400. My order showed up two days later and I received a wrong item, someone's lock on grips instead of the stem. No big deal, right?!!!

    I called pricepoint and after getting disconnected twice by their system, get through to someone. I explain what happened, he kindly apologizes, says keep the grips and they will mail out the stem that day (Thursday). Well, its now Wednesday and no sign of the stem so I call to find out the status.

    I get someone on the line who looks it up and says he has no record of the call. He then asks me "are you sure you called?" I explain yes, it was either that or I had a lucid dream. He comes back and says that they will send me a return label so I can send the grips back and then they will send me the stem. I explain, I have been waiting a week based on my last conversation and that is not acceptable, I will be happy to send back the grips, but get me what I ordered and what was promised. He says he can't, so I tell him to put send me a return label for the entire order and I will order from another vendor.

    I get put on hold and he comes back and says they will ship the stem. The part that annoyed me was his statement afterword: "since you are sticking to your story." I really don't like being called a liar, either directly or in a passive aggressive manner. Is it the end of the world? No. Am I going to order from pricepoint again? Only if it is an item they exclusively have.
    Riding slowly since 1977.

  2. #2
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    Quote Originally Posted by CDMC View Post
    I'm a bit pissed at pricepoint right now. I have ordered from them for about 7 years, probably over $2000 during that time. Last week I ordered some new bars, derailler, shifter, and a stem, about $400. My order showed up two days later and I received a wrong item, someone's lock on grips instead of the stem. No big deal, right?!!!

    I called pricepoint and after getting disconnected twice by their system, get through to someone. I explain what happened, he kindly apologizes, says keep the grips and they will mail out the stem that day (Thursday). Well, its now Wednesday and no sign of the stem so I call to find out the status.

    I get someone on the line who looks it up and says he has no record of the call. He then asks me "are you sure you called?" I explain yes, it was either that or I had a lucid dream. He comes back and says that they will send me a return label so I can send the grips back and then they will send me the stem. I explain, I have been waiting a week based on my last conversation and that is not acceptable, I will be happy to send back the grips, but get me what I ordered and what was promised. He says he can't, so I tell him to put send me a return label for the entire order and I will order from another vendor.

    I get put on hold and he comes back and says they will ship the stem. The part that annoyed me was his statement afterword: "since you are sticking to your story." I really don't like being called a liar, either directly or in a passive aggressive manner. Is it the end of the world? No. Am I going to order from pricepoint again? Only if it is an item they exclusively have.
    If they said "since you are sticking to your story." to me, they would be getting their order back. Sure they don't care if lose a single customer but return shipping and credit transactions do eat into the bottom line a bit.
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  3. #3
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    I was seriously contemplating returning the order and probably will.
    Riding slowly since 1977.

  4. #4
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    Not to mention the power of the intranets.... thanks for posting

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    Ya if they did that to me I would send back the order too. But I have had good experiences with price point. They are right around the corner from me so I often go directly there to pick up and return items. Its just a warehouse but everytime I have been there they have been helpful. Of course YMMV.

  6. #6
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    Sounds like a complaint needs to be made about their CS reps.
    "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

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    I've dealt with a lot of people over the phone so I'll chime in here. Whenever something like this happens, just politely ask to speak to the supervisor. Seriously, 9/10 times the supervisor is super nice and understanding and you can be sure that they will help you more than the average CS rep. If they say the supervisor isn't available, ask when they will be and if you can leave them a message/call at that time.

    Personally, it's gotten to the point where sometimes I will just ask to speak to the supervisor right away (I'm looking at you Comcast). You get better service

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    **** em

    Everyone gets away with bad customer service.

  9. #9
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    I have had good experiences with Pricepoint. It only does takes one bad experience though as I have had many good experiences with other retailers as well. The sad thing is that this could have easily been a good review if the first person you talked to had just followed through with what he said he was going to do.

    One of the things I do when talking to anyone in customer service is make sure you get their name and make sure they know you took note of it. If it was unclear or said too quickly when they first answer, ask for it again and ask them to spell it if its an odd one. Make sure when you end the call you say " Thank you name". This tends to make it more personal and motivates them to get done what they said they would do so that it doesn't come back to them. Also you have a name of the person you talked to when you call back. A date and time is also a good thing to take note of. Asking for a service ticket number, order number, RMA number, etc. is also not out of line.

    Also, if you have an exceptionally good experience consider taking the time to call back, ask for a supervisor and and tell them that you had a good experience with someone which made you more likely to buy from them again. Its just returning the favor and could positively impact how they deal with future calls in general.

  10. #10
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    ^^^ This

    Quote Originally Posted by DECIM8 View Post
    I have had good experiences with Pricepoint. It only does takes one bad experience though as I have had many good experiences with other retailers as well. The sad thing is that this could have easily been a good review if the first person you talked to had just followed through with what he said he was going to do.

    One of the things I do when talking to anyone in customer service is make sure you get their name and make sure they know you took note of it. If it was unclear or said too quickly when they first answer, ask for it again and ask them to spell it if its an odd one. Make sure when you end the call you say " Thank you name". This tends to make it more personal and motivates them to get done what they said they would do so that it doesn't come back to them. Also you have a name of the person you talked to when you call back. A date and time is also a good thing to take note of. Asking for a service ticket number, order number, RMA number, etc. is also not out of line.

    Also, if you have an exceptionally good experience consider taking the time to call back, ask for a supervisor and and tell them that you had a good experience with someone which made you more likely to buy from them again. Its just returning the favor and could positively impact how they deal with future calls in general.
    It's amazing how the exchange of names serves to minimize any prickish proclivities your particular customer service rep may be inclined to.

    +1 on the positive reinforcement recommendation too!

    Well written post! Rep to you, interpersonal relationship guru dude.

  11. #11
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    It's a good thing the internet is here for you to b*tch about your experience, because in real life no one would give a sh*t.

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    Quote Originally Posted by smmokan View Post
    It's a good thing the internet is here for you to b*tch about your experience, because in real life no one would give a sh*t.
    Let me guess... you must be a customer service rep!

    Lets all b*tch about other people b*tching! Awesome.

  13. #13
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    Quote Originally Posted by smmokan View Post
    It's a good thing the internet is here for you to b*tch about your experience, because in real life no one would give a sh*t.

    How is forum not "real life"? Its been here for years and will continue to be here for many more...

    It seems you can not give a sh*t here too.
    "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

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    Quote Originally Posted by irishpitbull View Post
    If they said "since you are sticking to your story." to me, they would be getting their order back. Sure they don't care if lose a single customer but return shipping and credit transactions do eat into the bottom line a bit.
    You have it backwards: losing a small order and shipping is miniscule to the bottom line as compared to all of the potential purchasing of this now former customer and the potential loss of additional, unknown customers due to the former customers networking and negative publicity.

  15. #15
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    I have never had even the slightest problem from price point. In fact, I think they are best company ( mail Order) of all time. I would buy house and car insurance through them if I could...

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    Quote Originally Posted by smmokan View Post
    It's a good thing the internet is here for you to b*tch about your experience, because in real life no one would give a sh*t.
    I was gonna go on a long tirade about how I thought the OP's complaint was one of the more legitimate, and the way he handled it was admirable. All so I could call you a moron.
    But Im running late for work so I'll just cut to the chase. You're a moron
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    I've had nothing but good experiences with Pricepoint. I'd bet it was an isolated incedent. In my experience, a well-written email goes a long way. I've received schwag, free meals, gift cards, and apologies-simply by sending emails. If I receive bad customer service I send an email (restaurants, store, politicians, etc.)

  18. #18
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    Quote Originally Posted by nomotivs View Post
    let me guess... You must be a customer service rep!

    Lets all b*tch about other people b*tching! Awesome.
    lol!!!
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  19. #19
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    I have had good luck with them too - even on a screwed up order. They fixed it very quickly.

    Having supervised a CS department - turnover is a bugger. It is getting harder and harder to consistently find front line CS staff that are passionate about customer service instead of being a butt.

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    No good

    I'm currently waiting to see if PricePoint comes through for me as well. I have bought from them for years with zero issues. I recently bought a Carbon Razzo frame. The bike showed up in short order and the packaging was outstanding. The problem happened when I opened up the box containing the headset parts. The webiste shows the bike comes with both the 1.5" and the 1 1/8" reducer crown. Well, I didn't get the reducer crown.

    No worries right?

    i call Jenson the next day, Tuesday. I talk to Joseph in sales. He apologizes to me for the ommision of the crown and says he'll send one out right away.

    That evening I get an email from Joseph stating that they don't have any extra crown races and I should contact the manufacturer.

    WTF?!!!

    Too late to call them back so I call the next day, Wednesday. I talk to another guy, Tim, I think. He apologizes and says he will take care of it. I ask if I can pay extra to have it shipped overnight. He says it will be there in two days at no charge.

    That crown better show up today or I will be pissed.

    I went ahead and ordered a reducer crown from JensonUSA for $20 with two day shipping, just in case these guys let me down.

    Everything was fine until Joseph's BS response now I've lost confidence in these guys. I hope they come through. I would love to build it up tonight and go for a ride tomorrow morning.

  21. #21
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    Quote Originally Posted by palmermtb View Post
    I'm currently waiting to see if PricePoint comes through for me as well. I have bought from them for years with zero issues. I recently bought a Carbon Razzo frame. The bike showed up in short order and the packaging was outstanding. The problem happened when I opened up the box containing the headset parts. The webiste shows the bike comes with both the 1.5" and the 1 1/8" reducer crown. Well, I didn't get the reducer crown.

    No worries right?

    i call Jenson the next day, Tuesday. I talk to Joseph in sales. He apologizes to me for the ommision of the crown and says he'll send one out right away.

    That evening I get an email from Joseph stating that they don't have any extra crown races and I should contact the manufacturer.

    WTF?!!!

    Too late to call them back so I call the next day, Wednesday. I talk to another guy, Tim, I think. He apologizes and says he will take care of it. I ask if I can pay extra to have it shipped overnight. He says it will be there in two days at no charge.

    That crown better show up today or I will be pissed.

    I went ahead and ordered a reducer crown from JensonUSA for $20 with two day shipping, just in case these guys let me down.

    Everything was fine until Joseph's BS response now I've lost confidence in these guys. I hope they come through. I would love to build it up tonight and go for a ride tomorrow morning.
    I think I found your problem you ordered the frame from Price Point but called JensonUSA to inform them about the missing crown

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    Good job!

    Quote Originally Posted by mtnbiker4life View Post
    I think I found your problem you ordered the frame from Price Point but called JensonUSA to inform them about the missing crown
    Thanks for the laugh.

    Well it seems Price Point is back on my prefferred list.

    I came home to find 2 alloy reducers in a box from PP.

    I also recieved the 1 from Jenson. So now I have three reducers when I had none.

    Gotta go build up my new carbon sled. Cheers

  23. #23
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    I find e-mail works much better than talking to someone, and you have a "paper trail" so to speak if they don't come through. If you include your order number it helps too.
    What, me hurry?

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    Sometimes, things fall into the cracks. never order online when I'm in a hurry. That makes it easier when things have to go back and forth.

  25. #25
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    Similar Story

    I ordered a fork back on the 1st of this month. When the order arrived, the box contained the incorrect fork. It was supposd to be a strainght steer tube and the one that arrived was a tapered. I immediatly called cutomer service. The gentleman on the phone checked inventory and said there was one remaining, and that he would contact me by email and let me know if the one remaining was in fact correct. I never heard back from him at all. I did, though, recieve a Fedex label to return the incorrect fork. I then sent the fork back. According to the tracking number, they recieved it on Monday the 9th. After waiting the two days like the website says to wait for processing, I still hadn't heard anything back. I have since called twice and was told it was bing processed and that I would recieve an email with either a tracking number for the fork being sent, or an email saying I was getting a refund.

    Well, here we are on Friday and I still havent heard a thing. I now have a credit card bill in my hand with a $785.72 charge on it and I don't even have what I purchased. I find great difficulty in understanding why this hasn't been handled in a timely manner. They either have the fork or they don't. It's as simple as that.

    I sent them an email saying basically what I typed above. I'm pissed.

  26. #26
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    Follow up to my original post. Never received my stem. I am returning the rest of the items and done ordering from pricepoint. For me the price doesn't matter if they cant send me what I order or fix it after two calls. Im back to Jenson or Chad at Red Barn bikes, both who have always treated me well and on the one occasion with each when there was a mistake, fixed it immediately.
    Riding slowly since 1977.

  27. #27
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    Up until recently, I had good luck with PP. I made an order for some parts, pedals and stuff, and while I was at it, I got a 5 pack of the pp tubes (road, 700c tubes). The tubes were a total joke, 1 of them splitting for several inches at the seam in my hand, before ever being installed. On another, the stem ripped most of the way out of the tube. Really soft rubber and terrible construction. I e-mailed pp CS a couple of weeks ago, and never heard a word back.

  28. #28
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    I have bought stuff from them for years with only one problem 4 years ago. I purchased cheapie
    $69 Hayes brakes. The OEM kind that comes in a plastic bag. The front brake was great, but the rear one had red oil splashed inside. Bad.

    So I open the bag press the lever and the hydraulic oil spurts out of the caliper.

    Call to PP. They said they can repair it. WTC? How about sending me another?

    Sorry you opened the bag, sir. Company policy. Unopened returns only.

    How do you know if its defective if you don't open the bag/box?

    Its company policy.

    That sucks. But 2 weeks later they sent me back the brake and it still works.

    That was my only bad experience. But it left a bad taste in my mouth.

  29. #29
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    I just had trouble with Jenson. Ordered a Fox jersey to size and it fits like 3x too small. Had to pay $10 to return shipping on a $25 jersey that doesn't fit anywhere close to size. It's kind of annoying that they wouldn't send me a free return label or state on their website the sizing is just god awful on this. I will post a review on their site about the item. When are online companies going to offer free return shipping on products?

    I work at Dick's and we offer free return labels on almost all items and do free shipping on almost everything unless it's massive. We also return them in store with no hassle. If you don't have an abundance of shops to return to, a free return label is the right thing to do.
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  30. #30
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    Since we're ranting, Jenson just recently called me and said the tires I ordered are on backorder dispite their website saying they had it in stock and expect them in 10 days. I guess these things just happen.

    My history with pricepoint has been pleasant but who knows, maybe I've just been lucky or they are changing for the worse.
    "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

  31. #31
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    Quote Originally Posted by cptjack View Post
    I have never had even the slightest problem from price point. In fact, I think they are best company ( mail Order) of all time. I would buy house and car insurance through them if I could...<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>
    Same here

  32. #32
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    What's the usual time it takes to get a response back from PP via email? Just looking for a few experiences before I call...
    "My opinions are often more offensive than my *******." - Twindaddy

  33. #33
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    I never got a reply....

  34. #34
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    I got on an airplane and got sucked into the jets. That sucked and I complained.

  35. #35
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    Quote Originally Posted by kattrap View Post
    What's the usual time it takes to get a response back from PP via email? Just looking for a few experiences before I call...
    Update that I went ahead and sat on hold for a bit before chatting with a guy at Pricepoint. "Backordered cancelled" on the packing slip for items that I did receive means that the items are not and will never be in stock.

    The guy was nice and I think we're squared away (with some discounts from the screw up, a few changes in parts) but no email from them yet (5 hours later) to confirm.
    "My opinions are often more offensive than my *******." - Twindaddy

  36. #36
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    I'm curious if you'll get the dozen or so people blasting your rep simply because you dared to say something negative about PricePoint. I posted about my negative issue and got blasted by people going waaaaay overboard about my post. Still amusing...LOL

    I've done business with them for years as well and had one negative issue. Luckily, PricePoint was quick to go above and beyond to fix the issue. (they had seen the post)

    Good luck!

  37. #37
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    My recent experience with PP customer service: Email not returned, phone messages not returned, and the replacement part I needed never arrived although the CSR I finally got on the phone said they would send one. I'm done with PP.

    I do plan to contact Dakine to see if they will step-up and warrant my bladder bite-valve and to let them know about PP lack of customer service regarding their products.

    Caveat Emptor!

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  38. #38
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    More on PP

    I just ordered two chain rings from Price Point. The package was sent out in a pretty timely manner. On my doorstep in 3 business days. Sweet!

    I go inside and open the package. First thing that greets me is my new 22t chain ring. The next thing that greets me is a Price Point catalog. At the bottom of the box, I find a brand new blue anodized Hope Pro 2 Evo. WTF?

    I'd be lying if I said there wasn't a temptation to sell this thing on CL or ebay. But Mama would be proud, I did the right thing and called up PP.

    I went through their dialogue to talk to a rep about returns. I called 3 times, each time after about 3 minutes of holding it cut me off. 4th times the charm, I decided to select the make an order option. Someone answered within 10 seconds.

    His first idea when I explianed the situation was he'd send me a label, I'd return the hub, then they'd send out the chain ring. I think I literally laughed out loud. I have a $250 hub in my hands that I paid $30 for. You gotta do better than that.

    He decided to send the chainring and return label using "overnight" fedex. I got a confirmation email that the package was sent out, but 2 day. Not a huge deal I guess.

    Anyways, seems like they handled it pretty well. Their call center is a bit of an annoyance, though, for sure. I also think there was a little bit more motivation since their stock picker made a pretty expensive error. But come on, no good citizen discount?!

  39. #39
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    Well, as long as were kvetching - how about one from over the pond.

    January 2011. I order 4 Continental Rubber Queen 2.4 Black Chili from Wiggle in the UK.
    In stock when I ordered.
    Get e-mails stating currently out of stock, and the order would be filled as soon as stock arrives.
    Got these messages on a regular basis.
    Cancelled the order in April of 2011 - using the procedure indicated on the e-mail.
    Got into some "stuff" with Ma Bell and ended up loosing the e-mail account (They changed domains so everybody was affected)
    Fast forward to 2 weeks ago.
    One Continental Rubber Queen 2.4 Black Chili showed up.
    WTF???
    Sent Wiggle an e-mail questioning the tire...and wondering about charges...etc etc.
    No word from Wiggle.
    Today another package shows up - containing 3 Continental Rubber Queen 2.4 Black Chili TUBELESS...

    WTF??????

    So in effect they showed up 20 months after ordering and 16 months after cancelling.... Figure that one out!!!

    Another e-mail sent.

    Any bets on where this is going???

    Not Impressed.

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  40. #40
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    Quote Originally Posted by Gingerdawg View Post
    Up until recently, I had good luck with PP. I made an order for some parts, pedals and stuff, and while I was at it, I got a 5 pack of the pp tubes (road, 700c tubes). The tubes were a total joke, 1 of them splitting for several inches at the seam in my hand, before ever being installed. On another, the stem ripped most of the way out of the tube. Really soft rubber and terrible construction. I e-mailed pp CS a couple of weeks ago, and never heard a word back.
    Same experience, those 700c tubes are terrible. After 2 valves pulled I just trashed the rest.

  41. #41
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    I use PP on occasion, but find Jenson easier to deal with, especially when it comes to price-matching.

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