Never using BikeBandit again!

[Nessism]

I work in the parts buisiness and have for 34 years. that is NOT an answer you give a customer

Yes I agree. Not trying to attack Mike here but I'd like to know if those are the exact words used, as noted in quotations, or if he is paraphrasing for effect?

[dpep]

Mike, don't get mad. Get even. Write up your experience and send it to every better business and consumer protection agency/website you can find. Attach a copy to BB customer service each time. If they were shipped by U.S. mail, You may even have a fraud case with the postal inspector. You were not sent the product you paid for and the company refused to correct the condition.

1. Document that the boots are the wrong size. Take them to a shoe store/shop somewhere and take a picture of an actual size 50 with the size 50 they sent you. If this is a mis-sized boot you should not be subject to any restocking charge and you should be refunded your shipping costs. If it is a correctly sized boot and you merely ordered the wrong size, then you would not be entitled to either. If it is mis-sized be sure to include that picture with any and all web postings and mailings you make on the matter.

2. Document and write up the conversation you had with the Customer Service person. The fact that it took place and the time can be established by the details of the RMA he gave you. It would be interesting to know if the CSR in question has received frequent complaints in the past.

Whatever the return policies shown online they became moot when you were given direct personal instruction over the phone by a company representative. The latter would supersede the former.....unless perhaps the former included the specific warning to "disregard any instruction that may be given to you by a Bike Bandit customer service representative."

Have the satisfaction of knowing that those boots will cost the company more grief and more lost sales than any other item of footwear in their history.

On a lighter note, I wear size 17. I would be astounded to find out that someone makes a motorcycle specific boot that would fit my foot. What are the inside measurements on those things?

[UncleMike]

No, that wasn't an exact quote. I actually said to them on several occasions, "So what you're saying is, 'Tough luck. It's not our problem.' "

On one occasion, it was met with just dead silence on the line. On another, it was, "There nothing we can do."

It's the attitude I don't like. It was just very obvious that they had gotten my money, and at that point, I was on my own. The fact that they got another $20 out of me, simply because I followed the suggestion of their CSR rather than finding and reading their return policy, only irks me further.

Personally, I believe that if you're selling a product, you should stand behind it. If they had sold me a 16mm wrench, but upon receipt I found that it actually measured 18mm, even though it was labeled 16, I would hope they would do something to help rectify the issue, rather than just telling me, "There's nothing we can do.".

It's just civility.

[ryonker]

Ed makes a good point about following instructions. However, as someone who has worked in the sales business before (especially now, in a time of diminished purchasing) I would bend over backwards to please and honor the customer.

The best companies ALWAYS put the customer first, even if they make an error.

What BB is doing is (in my mind) belittling and at best bottom level customer service.

If their goal is to sell a product, you don't ever say, "too bad so sad" and make a customer go through all sorts of hoops.

Imagine if they had simply said; "Mike, you sent the package the wrong way this time, but we accepted the return and will do our best to make this right". They would have a customer for life and win the favor of all who hear about this.

Instead, by following a strict protocal, they have p%ssed off a customer and many of his friends. Not a great way to win sales.

Rick

[Calvin Blackmore]

Ed makes a good point about following instructions. However, as someone who has worked in the sales business before (especially now, in a time of diminished purchasing) I would bend over backwards to please and honor the customer.

Rick

Uncle Mike
call back til you get a customer service rep who cares.
A lot of service is farmed out so you may get a lot quicker beytter response by getting a decent person who can have the decency to deviate form the script than you ever will by a shotgun approach of threatening emails and by reasoning with call centre fools.

[kilog55]

probly why you should try on the boots at a store and order appropriately, its not like BB made the boots and sized em wrong. shoes are tricky to begin with you should always try em on for fit and size it may take some footwork to find the same boots in a store but you might as well just buy them there while your trying the size out.

do you remember the csr's name that told you how to return em?

doesnt newenough.com have a right fit guarantee and a no hassle return even for closeouts? seems for gear you need a better vendor, for parts you go with who has it and what it costs

[CB900SS]

Bike bandit has been great to me. I ordered the wrong sprockets and canceled them the next day to order the correct sprockets. They had no problem and didn't charge me any handling fees. They also sent me the wrong part once and told me to just keep it at no expense to me, and promptly sent out the correct part.

I also notice that motorcycle boots tend to run big... I have a set of boots I got from ebay in my normal size 11, they are at least one size to big. But, most shoe and boots run at slightly different sizes depending on the company. I learned my lesson and will not be ordering clothing online anymore. You need to try this stuff on first.

Sorry for your bad luck... Those are going to be a hard size to re-sell for sure.

[bwringer]

Those are going to be a hard size to re-sell for sure.

I dunno -- there are a lot of riders with big feet (make of that what you will...) desperately searching for boots. If he can figure out what size they really are, they'll sell instantly.

If BB's automated systems work as designed (which they do most of the time), they're great. But if there's a problem or if you have a question, they're terrible to spotty at best.

Last time I called BB, I got a terrible echoing VOIP connection and a polite gentleman with a Hindi accent named "Victor". (Yeah right... ) -- all hallmarks that a company has officially jumped the shark and outsourced support to India. "Victor" was cheerful and polite, but completely unable to deviate from his script or do anything at all useful for me.

However, the next time I had a problem with an incorrect part (Suzuki packaged the part wrong, so it wasn't entirely their fault), I used their online chat function. To my astonishment, within five minutes, the problem was solved, and three days later I had the correct part in hand.

I haven't ordered Suzuki parts from BB for quite a while, although I've taken advantage of a couple of gear clearance sales in the last year or so.

For Suzuki parts, I order online through a couple of local dealers, either Flat Out motorcycles or Westfield Yamaha Suzuki. Westfield doesn't charge shipping on orders I pick up in person, and their prices are nearly identical to Flat Out, so I've been using them lately:

http://www.westfieldsuzuki.com/

It's really nice to stand there at the counter and go through my order to make sure it's correct right there in the store where there's a human being to take care of any problems.

For gear, it's http://newenough most of the time, and also http://www.motorcyclecloseouts.com/ . Both have great deals and excellent service.

BB is convenient when you need parts for other brands -- they have online fiches for everything from Harley to KTM. Just don't get in a hurry or in a position where you NEED that part before you go. As they clearly warn, don't disassemble your vehicle or render it inoperative until you verify that you received the correct part...

[pontiacstogo]

I've had good success with BB too. Just about every part I've ordered has been shipped promptly - when something is backordered, I'm always notified of the delay.

I've had to return two items; one was damaged, one was incorrect - in both cases the online chat tool they have did the job and the returns and reissues were hassle free (other than the delays they caused).

Their online 'wishlist' tool is a nice (but costly) feature.

[UncleMike]

If you can find a store that carries size 15 motorcycle boots, I'd gladly go try them on all damned day. Stores around here never carry anything larger than 13, and you're lucky to even find that.

[almarconi]

Sorry to hear about your bad experience. Don't deal with them anymore. There are plenty of other vendors to purchase from. If BB or any other vendor continues to offer poor service they will eventually go the way of the dinosaur. Business is not that plentiful that they can afford to lose customers.

I've never used BB before but have had bad experiences with other vendors (Cycle Recycle II, Motorcycle Superstore) and will not buy from them again. I usually use Z1 enterprises, Dennis Kirk, Babbitts and Newenough for gear.

[feelergaugephil]

Mike, sorry about the whole mess.
I would be pee'd off if I was told what you were told.
I've spent over 5k with BB and no issues, BUT! I have never returned anything, well! I tell a lie! I ordered something (I cant remember) from them and they sent a Honda R/R! so I called them and asked should I send it back? they advised that they accidently shipped it to me by accident and instead of sending it back to them could I send it onto the original person! they gave me his address, they sent me a credit and a free t shirt!!!

[Colorado85gs550]

I would contact the American Motorcycle Association to see what they can do to help! (even if you're Euro!)

When I paid my dues this year they sent me a BikeBandit gift card as they are one of the "recommended" sites through the AMA.....sometimes a letter is all it takes!

[Calvin Blackmore]

Mike, sorry about the whole mess.
I would be pee'd off if I was told what you were told.
I've spent over 5k with BB and no issues, BUT! I have never returned anything, well! I tell a lie! I ordered something (I cant remember) from them and they sent a Honda R/R! so I called them and asked should I send it back? they advised that they accidently shipped it to me by accident and instead of sending it back to them could I send it onto the original person! they gave me his address, they sent me a credit and a free t shirt!!!

They gave you another customers addressing info?

That is an appaling breach of privacy...
tell me they at least did not give the guy's name.

[ReTread]

Another reason I try to suppport the local dealer. A good one that is.

Ours in Sarasota ordered an OE speedo cable for the Skunk and called me 3 days later. Granted, it's a $20 part, though they treated me as if I spent a bunch more money.

Expert service means something to me and I'll patronize them accordingly.