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Nashbar Customer Service - Was I asking too much?(18 posts)

Nashbar Customer Service - Was I asking too much?B2
Mar 19, 2003 12:33 PM
I recently received an order from Nashbar and upon receipt discovered a slight misunderstanding. Following is both my email to Nasbar and their reply.

My email to Nashbar:

I just received a shipment in the mail from Nashbar (Order No. xxxxxxx). I was surprised to find only one set of the Avid Shorty 4 brakes I ordered. The invoice lists 1 pair and the price I was charged was for one pair – see page from catalog below:

I can see how it could get confusing trying to describe a pair (whole bikes worth), a pair (left and right side of front or rear), a set (front or rear) or a set (whole bikes worth). However, when looking at the Nashbar catalog I find it's very misleading. All the other brakes simply stipulate a price and the in the text it says "Specify Model: Front or Rear". The Avid Shorty 4's stipulate "$29.95 pr." and the text says "Works both on the front and rear".

Now for $30 a pair with a 20% off coupon I was definitely interested, but for $60 a pair I wouldn't have ordered them. I really don't want to hassle with shipping, credits and all that. Would you be willing to sell one additional "pair" of brakes for $20 shipped?

Thank you for your consideration,
Bryan
************************************************

Nasbar's reply:

Dear Customer,

I apologize for the confusion, however, we are unable to give further discounts for the brakes. Sorry.

Regards,

Misty
***************************************************

Following is the partial page from the catalog that I included in my email to Nashbar. Maybe I should have recognized the descrepancy and realized I wasn't buying an "entire bikes worth"? It wouldn't be the first time I did something in hurry only to misinterpret. Never the less, they have a transaction that didn't go as planned for whatever reason. Wouldn't it have been reasonable for them at a minimum, to extend the 20% coupon I used in the first place? I kind of got the feeling from their reply that they could give a sh*t that they have a dissatisfied customer. Was asking them to knock $10 off of a $30 item out of line considering I had just bought $100 worth of stuff?

Bryan
I think that ad is very misleading. I would have made the same assumption.Kristin
Mar 19, 2003 12:42 PM
But I have had so many bad experiences that I can't stand Nashbar. Every once and a while I still order something from them because the price is right, but I hold my breath until the order arrives. They are probably the crappiest of all the mail order companies out there. (Only one step better than a Nigerian scammer in my book.) I have ordered items online from them and paid and gotten confirmation, only to be told later that the item is no longer available. To Nashbar, inventory control means that they won't actually ship you an item they don't have.

I think they are wrong here. Their add is indeed misleading, and I think their response to you is lacking.
Huh....filtersweep
Mar 19, 2003 2:03 PM
I just received an incorrect part the other day- it was actually mislabelled with the incorrect Nashbar stock code. Returns for mail order are such a huge pain...
I stand corrected. They have zero concept of inventory control. nm :)Kristin
Mar 19, 2003 2:13 PM
re: Nashbar Customer Service - Was I asking too much?reklar
Mar 19, 2003 12:43 PM
You might try them on the phone...email isn't always
the best medium to deal with customer service.
I think they should have honored the coupon for
the second brake. That said, if you are unhappy, nashbar
will have no qualms if you send the one you got back and it
shouldn't cost much money to send.

It seems like it was your (honest) mistake--I don't think
the ad is particularly misleading, FWIW....
Yes.czardonic
Mar 19, 2003 12:59 PM
The add could be clearer. But between "Works both on the front and rear" and the fact that you have to stipulate front or rear for all other brakes, I would have called them up and clarified the issue. It could be reasonably interpreted either way.

But, $20 shipped is asking for way too big a break on the second "pair". The most I would expect is for them to extend the discount, and I would have considered myself lucky if they offered to eat the shipping.

Anyway, how dissatisfied can you really be over something so minor? You already saved 20% on $100.
Your RightB2
Mar 19, 2003 1:09 PM
I'm not that ticked off about the dollars and I agree that I probably should have recognized the problem (but it's not like I read any of the text for the other brakes at the time I ordered). I also agree (in hind sight) that I was asking too much of them. I guess it's their lack of customer service that gets me. There was never any attempt to say "no we can't sell another set for $20, but here's what we can do..." The brief and unyielding response I received left me with the feeling that Nasbar would hang you out to dry whenever it's in their best interest.

Bryan
I agree that it would have been nice for them. . .czardonic
Mar 19, 2003 1:20 PM
. . .to make an effort, but that level of service really isn't what I expect from an outfit like Nashbar. I order from them when their prices justify their "take it or leave it attitude".
Yes, they screwed up, but.........MR_GRUMPY
Mar 19, 2003 1:01 PM
It was a mis-print on their part, but all catalog companies say that they aren't responsible for printing errors. You were right to try to get a lower price, but they had the right to tell you to go jump.
Ps. they really do care, as long as they don't loose money.......
Send them backLLSmith
Mar 19, 2003 1:12 PM
if you are not happy. The catalog states a pair can be used on the front and rear. That's why you didn't have to specify front or rear. I'm not saying you are wrong...that's just how I see it. Misty probably does not really care about your order. It might take awhile, but you may eventually get to someone that cares about your business. Good Luck
Nashbar not my favorite...call themzooog
Mar 19, 2003 2:22 PM
I too have had problems with Nashbar.But They are a good company and it easier to talk with someone on the phone. You will get eventually to a supervisor who will cut some type of deal with you. Keep pressing them and eventually they will deal with you. Good luck
sorry, but you misunderstood themweiwentg
Mar 19, 2003 1:55 PM
one end's worth of brakes is generally referred to as a pair. if they were offering a whole bike's worth, they'd say so, probably something like 'two pairs of...' or 'both ends'. $29.95 is roughly MSRP for one end's worth of Shorty 4s. this is why they said 'works on both front and rear'.
Call Customer Service...Never emailzmarke
Mar 19, 2003 2:11 PM
Based on my previous experience with Performance and Nashbar (now owned by Performance) I have always had better luck when speaking with an individual on the phone.

I have also noticed with both companies that they are more willing to help you out based on your past spending.

When I was a Team Performance member I could ask for almost anything within reason and get it. I let my team membership lapse and have not order in over a year and when trying to ask for something the other day they basically told me to "pi$$ off".

On the other hand, I have been spending a great deal of money with Nashbar in the past year and they will now do almost anything within reason when I ask. They even discounted (refunded the difference) on a sadle I bought in January that just went on sale.

Good customers will always get good service especially if you call up on the phone and be polite.
Pair =( 2 ) Set = ( 4 ) though I guess it ...Live Steam
Mar 19, 2003 3:02 PM
could be misunderstood. I would send them back and give your business to some worthy shop or online source, if you feel they haven't treated you fairly.
Send 'em back.TWD
Mar 19, 2003 5:19 PM
I would send them back, but not because of Nashbar. The Avid shorty brakes have a reputation for squealing like crazy. Go do a search over on them over on the cross board.

My cross bike came with a set of Shorty 6s, took 'em off after a week. My wife's cross bike has the Shorty 4s. She's using them, they stop well, but they squeal like pig at the slaughterhouse.

The Nashbar add doesn't seem confusing to me. But even so, they should at least make extend the 20% off coupon. I doubt they will ship you the next set for free. I've had much better luck with them over the phone.

And yes, their idea of what's in stock is a joke. I ordered a fork from them only to find out 3 days later that it is no longer available. Now, I've got no fork (therefore no bike to ride) and a race in 2 days. Glad I payed extra for that 2nd day shipping even though it took over a week to get the order sorted out and shipped to me.

If ya really really want the Avid brakes, I've got that set of Shorty 6s in my parts bin I'd sell for pretty cheap :-)
(barely used, though I robbed the pads to use on my other brakes).
Call their 1-800 number...DINOSAUR
Mar 19, 2003 10:19 PM
I've had problems with Bike Nashbar in the past, and was unable to get reply using email. I called their 1-800 number and my problem was resolved. You need to talk to a real live person.
should have shopped at your LBShackmechanic
Mar 20, 2003 3:35 AM
wouldn't have been any confusion if you had shopped locally though the ad the way it stands makes sense to me. And I would have expected the brakes to cost about that per end. If it sounds too good to be true it probably is....
And paid, what, $100 for the set? nmczardonic
Mar 20, 2003 10:52 AM