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Colorado Cyclist - Customer Service Not A Priority(19 posts)

Colorado Cyclist - Customer Service Not A PriorityRoad Sweat
Jan 9, 2002 7:26 PM
I must warn fellow mail-order buyers on this site! I placed an order for Dura-ace STI levers last week with COLORADO CYCLIST. I cancelled the order on the SAME DAY, because I later learned that they were not the sought-after ST-7700-C model. The part was not to even ship until the next day.

Two days later I got the part anyway, plus the $268 charge on my account! This alone put my Visa debit account in the whole, and has cost me $300 in NFS fees as a result! I am STILL awaiting Colorado Cyclist to credit my account, even thought I mailed the part back to them overnite. They are not claiming responsibility in any way, nor are they they making an attempt to resolve this issue with my bank. It was their fault, but I am stuck with the mess.

I can not recommend that ANYONE do business with them if you use a checking Visa or Mastercard!

Buyers beware!
re: Colorado Cyclist - Customer Service Not A PriorityDad
Jan 10, 2002 4:07 AM
Stop whining...grow up and get on with your life. You ordered it; you deal with your own mess...
I've had positive experiencesgrandemamou
Jan 10, 2002 4:34 AM
I order a fair amt from them. The only goof up was when they sent the wrong bottles for the cages I had ordered (Elite Patao) I called them up and explained that I had a race this weekend and LBS did not have the bottles. I got a set of bottles the next day.
re: Colorado Cyclist - Customer Service Not A PrioritySharky
Jan 10, 2002 4:45 AM
Call your credit card company and claim dispute. This works.
Debit not the same as Credit?B2
Jan 10, 2002 6:21 AM
I always use a credit card so I'm not sure if I've got the facts straight, but I was told that when you use a debit card you don't get the same kind of protections as a credit card.

Filing a claim may not be possible?

Bryan

BTW - My experiences with CC have been quite good all in all.
No....Geof
Jan 10, 2002 7:29 PM
At least not with my bank. I'm not sure about others.
re: Colorado Cyclist - Customer Service Not A Prioritygwilliams
Jan 10, 2002 4:52 AM
This is not an uncommon occurance. I have tried to cancel orders shortly after I made them with other companies and was not able to do it. I was told that once they start to process your order from their warehouse that the customer service agent was not able to stop it. When recieving a refund to your credit card it sometimes can take awhile to show up. If you overcharged your Visa debit account I would say this is your fault. I have never had any problem with CC.

Gary
It depends...Epic02
Jan 10, 2002 12:17 PM
It can depend on your account. If it's just a regular checking, then you probably don't get the protection. If you have one of the better accounts (some banks call them "advantage" or "plus", usually require you to maintain a higher balance, etc.) you will typically have the same protection as a normal credit card. Mine does anyway...

Having said that.

I had a bad experience w/ a pizza place where I ordered a $15.00 pizza on my check card and ended up with $200 + in charges. Turned out it was just a new operator and I got my $$ back, but ever since I have been leery of ordering online or over the phone w/ my check card.

What I do now is order with my normal credit card, go to my banks online banking site and send a payment from my checking acct. to my credit card. Takes all of 2 minutes extra and my $$ in the checking acct. is safe.
Never, never, never use a debit card for online purchases (nm)buck
Jan 10, 2002 6:04 AM
Yes and noMcAndrus
Jan 10, 2002 6:16 AM
Like most mail order outfits, there seem to be good and bad reviews of Colorado Cyclist. I don't buy much from them but a few weeks ago I picked up a pair of Briko sunglasses on clearance.

I gave them my VISA - the same one I use at local stores and Performance and Excel and, and, and. The card wouldn't verify for CC.

I spoke with their sales guy over several days. He didn't seem particularly interested and never asked me for a different card or any other way to complete the transaction. I spoke with my bank three times and the bank clerks were confused as everything seemed in order.

So, I'd call CC, ask them to try again, call the bank, call CC. After six days the card verified and the order went through. The bank clerks said they took no action with my account.

Now, was this bad customer service? Probably.

Will I do business with CC again? Probably.

But I sure was surprised and disappointed in their nonchalance.
Yes and nopmf1
Jan 10, 2002 6:40 AM
It kind of depends who you get there. Sometimes you get some God of Biking (I think their sales staff are serious riders) who just has an attitude. Maybe they figure these types of guys will relate well to other Gods who call in and buy stuff.

My wife will not order stuff from them because she claims the sales clerks are sexist and treat her like a "dumb woman". I think there may be some truth to her claim.

They are really picky about credit cards. I had them call me back once because my card address didn't match the mailing address I gave them. Turned out that I had moved and had forgot to notify the credit card company. That's pretty good service on their part, I'd say. Most of the time, I get someone who is friendly and can actually answer a question about something if I have one. Try that with a Performance operator. Those people think a fork is what you eat your grits with.
Grits and forksgritty
Jan 10, 2002 7:16 AM
Who eats grits with a fork? A spoon works much better :)
No Performancemerlin2
Jan 10, 2002 7:43 AM
I have generally had good luck with Colorado Cyclist. However, my last three orders from Performance have been screwed up badly. Took three tries before they finally sent me the correct size and color helmet that I ordered. Most recently they sent me Shimano shoes when I ordered some Carnacs. I'm still waiting for them to get that right. By the way, those blue Shimano shoes were really ugly in person. As a middle age guy riding around farm country here in tight clothing I look peculiar enough with plain black shoes. Those blue things might either incite road rage among passing motorists or else they'd be laughing so hard they might lose control.
Performance OK by mepmf1
Jan 10, 2002 8:36 AM
I've never had any problem with Performance. I always make sure I have the item number from the catalogue for everything I order. The sales person types it in and then tells me what comes up on the screen.

I know people complain about them a lot here, but I've never had a problem. Don't expect any help or advice though.
Performance OK by mevitusdude
Jan 10, 2002 10:36 AM
Same here. I've ordered on line from Performance and Excelsports and never had a problem. I don't call Performance because their phone reps are not helpful, but I take responsibility for my own research into the products I buy, so I do not expect them to be. I use to order quite often over the phone from Colorado Cyclist and always found them a pleasure to deal with; but this goes back a few years. Seems I don't order from them much these days because they are not selling what I want to buy. Branford Bike is another good outfit that seems to sell hard to find Campy parts I need.
Performance OK by meweiwentg
Jan 10, 2002 11:33 AM
agree. I never had to call for customer service, so I can't speak for that, but the 2 orders I placed were shipped in good time. of course their prices are not always good ... barring their recent deal on michelins.
No PerformanceTim.
Jan 10, 2002 12:38 PM
My last order from Performance took about a month before it was right. I had ordered a pair of shorts, but they didn't fit. I returned them asking for the next smaller size. About two weeks go by without receiving the new pair when I get get a check for about 1/3 of the total price and letter saying they no longer sell these. They were Performance Century shorts, probably their best selling shorts. Of course the check shows up on a Saturday and their customer service dept. does not work on the weekends. Finally on Monday I talk to someone and have to send them a second copy of my receipt and a copy of the check and they will refund me the rest. Another two weeks go by before I get the other check, but in the meantime the shorts have gone on sale for almost half price and they have the size I need. I give it another try and actually receive them before I get the second refund check and save $15 bucks.
Totally disagree....Geof
Jan 10, 2002 7:23 PM
It's not necessarily their fault, for one. If you ordered the part with a debit card, the charge went in instantly. There is no way for them to issue a credit right away. And, most likly, the part and order was processed before any sort of order cancellation could get put into place. CC is very fast with there system. Most parts ship the same day. I live in the springs and have spent tons of $$$ at CC and have ALWAYS had top notch service and help. I totally recommend them to everyone. Sometimes things happen, sometimes there might even be a bonehead sales person. But to bash the entire outfit is unwarranted IMO.

Also, to a poster above. If a card doesn't go through, it's not really the responsibility of the clerk to see if you have other means of payment. You got it or you don't. However, I think you may have just had one of those bonehead salespeople.
to concludeWoof the dog
Jan 11, 2002 1:54 AM
so, everyone's experience may have been different...so what. I've ordered from Performance and other places enough times to say that it is pretty much the same everywhere. I did have bad and good experiences in many places so it really depends.

The claim that CC is a..say..bad company is not supported unless hundreds of customers report the same problem.

Just leave it at that, pple.

Woof the dog.