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View Full Version : Competitive Cyclist Quality Control Issues


beeatnik
02-21-2012, 03:41 PM
Love their sales. Their generous discounts on high quality goods generated much goodwill and loyalty, allowing me to gladly pay full retail when necessary. Yet, I can't pass up the bargains and with every clearance or apparel sale they've had in the last few months, I've tried to stock up, buying more than I actually need. Now, I'm aware there have been a few threads about Backcountry's purchase of CC. I've never had an issue with Bonktown or Realcyclist. Merchandise as promised, questions clearly answered and super fast fast delivery for not a lot of dough. One wouldn't be unreasonable to transfer those expectations to the fulfillment of CCs orders, right? Unfortunately, I've noticed a troubling pattern in my last three CC purchases:

1. Bought a nice 2009 jersey. Damaged front zipper/collar and loose stitching on a rear pocket. And the manufacturer of this jersey justifies its price based on the amazing pocket system.

2. Bought a Capo jersey which didn't come in a Capo bag. No biggie. It also didn't have that new merchandise aroma. Month later I noticed that the rubber Capo tag had been cut off. A return? Irregular?

3. A 2010 jersey on deep discount. After hand-washing it once, there's piling in about 6 different sections. Jersey looks worse than jerseys I've crashed in.

All these issues have come up in the last few months. All emails to CC's sales addy have been ignored. I know they're good about accepting returns, etc. But, I'm a little annoyed by the inconvenience and a little perturbed that they may have sold me used/worn jerseys. Anyhoo, anyone have similar experiences?

bargainguy
02-21-2012, 03:55 PM
Are these returns, but not mentioned as such on the website? Don't know about CC, but I know Nashbar has a separate section where you can buy returned items.

Don

beeatnik
02-21-2012, 04:04 PM
Sold as new.

But I remember their return policy said something about returns being in "saleable condition." Wonder if they steam clean obviously worn and laundered merchandise and sell as new. Also, if they pass off seconds as first quality merch.

eddief
02-21-2012, 04:29 PM
I prefer a final email and phone message. "I have tried to contact you x times by email and voice. You have not yet responded. I am a member of a bicycle forum with at least 20,000 members who are your potential customers, and they salivate over this sort of information. If you don't respond to and/or resolve my problem within the next 48 hours, I will take my dissatisfaction to my 20,000 cycling buddies."

Then if they don't get it, I think it's ok to come here to the forum. But hasty heresay bugs the crap out of me.

Good luck with CC. I mean that.



Love their sales. Their generous discounts on high quality goods generated much goodwill and loyalty, allowing me to gladly pay full retail when necessary. Yet, I can't pass up the bargains and with every clearance or apparel sale they've had in the last few months, I've tried to stock up, buying more than I actually need. Now, I'm aware there have been a few threads about Backcountry's purchase of CC. I've never had an issue with Bonktown or Realcyclist. Merchandise as promised, questions clearly answered and super fast fast delivery for not a lot of dough. One wouldn't be unreasonable to transfer those expectations to the fulfillment of CCs orders, right? Unfortunately, I've noticed a troubling pattern in my last three CC purchases:
How many is that? Did you try the phone? Before "slamming" them here, I recommend some assertiveness on your part.


1. Bought a nice 2009 jersey. Damaged front zipper/collar and loose stitching on a rear pocket. And the manufacturer of this jersey justifies its price based on the amazing pocket system.

2. Bought a Capo jersey which didn't come in a Capo bag. No biggie. It also didn't have that new merchandise aroma. Month later I noticed that the rubber Capo tag had been cut off. A return? Irregular?

3. A 2010 jersey on deep discount. After hand-washing it once, there's piling in about 6 different sections. Jersey looks worse than jerseys I've crashed in.

All these issues have come up in the last few months. All emails to CC's sales addy have been ignored. I know they're good about accepting returns, etc. But, I'm a little annoyed by the inconvenience and a little perturbed that they may have sold me used/worn jerseys. Anyhoo, anyone have similar experiences?

54ny77
02-21-2012, 04:50 PM
i'm sorry i just had to chuckle at this--as true as it otherwise may be.

i have a vision of 20,000 unified, uptight, sunlight and warm weather-starved cyclists ready to unleash all kinds of wicked page refreshing vindictive on an unresponsive online vendor.

clearly the new paradigm for having an online presence involves time spent monitoring social media (if forums are considered such).

I prefer a final email and phone message. "I have tried to contact you x times by email and voice. You have not yet responded. I am a member of a bicycle forum with at least 20,000 members who are your potential customers, and they salivate over this sort of information. If you don't respond to and/or resolve my problem within the next 48 hours, I will take my dissatisfaction to my 20,000 cycling buddies."

beeatnik
02-21-2012, 05:00 PM
Gathering evidence, ya kno? It's kind of a class action approach, where a firm will place an ad to help identify the class members. In the case of the forum, I often see P-S-As on sales so it's obvious a lot of people here take advantage of CC sales. My experience can't be unique. If I had generalized from one transaction, then your suggestion of haste would be more accurate. However, I made 3 separate purchases, 3 months apart and in each case I've received merchandise that seemed worn, defective or damaged.

I prefer a final email and phone message. "I have tried to contact you x times by email and voice. You have not yet responded. I am a member of a bicycle forum with at least 20,000 members who are your potential customers, and they salivate over this sort of information. If you don't respond to and/or resolve my problem within the next 48 hours, I will take my dissatisfaction to my 20,000 cycling buddies."

Then if they don't get it, I think it's ok to come here to the forum. But hasty heresay bugs the crap out of me.

Good luck with CC. I mean that.

eddief
02-21-2012, 05:25 PM
how or if you handled each issue. sounds like you saved em up and then let us know. when i say us i mean 20,000 of us. what about the vendor?

Gathering evidence, ya kno? It's kind of a class action approach, where a firm will place an ad to help identify the class members. In the case of the forum, I often see P-S-As on sales so it's obvious a lot of people here take advantage of CC sales. My experience can't be unique. If I had generalized from one transaction, then your suggestion of haste would be more accurate. However, I made 3 separate purchases, 3 months apart and in each case I've received merchandise that seemed worn, defective or damaged.

PQJ
02-21-2012, 05:38 PM
OP said he emailed them. In this day and age, not responding to emails - especially if you're an online vendor and also especially if you are CC - is completely unacceptable. I know that Brendan will make this right.

beeatnik
02-21-2012, 05:39 PM
They've never answered any of my emails. That said, it took 3 months to see the pattern since, as alluded to in my OP, I was stocking up on merch. Possibly, I could have been more proactive. Yet, when you've saved $200 off retail on a jersey, there's more tolerance for defects and it's easier to give the retailer the benefit of the doubt.

Idris Icabod
02-21-2012, 05:40 PM
Not really an issue but I got some bibs from CC that had obviously been tried on before (obvously because they had foreign hairs embedded in the chamois that I noticed before I tried them on and subsequently didn't - sorry if that was too much information). I returned them, was out about $16 in shipping both ways.

Perhaps they should have a guy with some tweezers to remove these when they are returned, I'd have been none the wiser then.

oldpotatoe
02-21-2012, 05:43 PM
Not really an issue but I got some bibs from CC that had obviously been tried on before (obvously because they had foreign hairs embedded in the chamois that I noticed before I tried them on and subsequently didn't - sorry if that was too much information). I returned them, was out about $16 in shipping both ways.

Perhaps they should have a guy with some tweezers to remove these when they are returned, I'd have been none the wiser then.


Yowser..had a gent return some bibs that were, well, were 'soiled'. Didn't notice...just threw 'em away.

We tell people that try om bibs to keep their skiveys on.

Idris Icabod
02-21-2012, 05:50 PM
Yowser..had a gent return some bibs that were, well, were 'soiled'. Didn't notice...just threw 'em away.

I guess I got quite lucky then! I'm betting no one will top this story.

oldpotatoe
02-21-2012, 05:55 PM
I guess I got quite lucky then! I'm betting no one will top this story.


Retail, the best and worse job there is............... at the same time.

54ny77
02-21-2012, 05:58 PM
NASS-T!!!!

Oh man that's gross. Gross gross gross. :eek:

Not really an issue but I got some bibs from CC that had obviously been tried on before (obvously because they had foreign hairs embedded in the chamois that I noticed before I tried them on and subsequently didn't - sorry if that was too much information). I returned them, was out about $16 in shipping both ways.

Perhaps they should have a guy with some tweezers to remove these when they are returned, I'd have been none the wiser then.

lemondvictoire
02-21-2012, 06:26 PM
Not really an issue but I got some bibs from CC that had obviously been tried on before (obvously because they had foreign hairs embedded in the chamois that I noticed before I tried them on and subsequently didn't - sorry if that was too much information). I returned them, was out about $16 in shipping both ways.

Perhaps they should have a guy with some tweezers to remove these when they are returned, I'd have been none the wiser then.


I would of demanded full credit of the shipping costs both ways and hold up the payment with credit card company till they resolved it correctly! You must stand up to these sellers and show them that's not the way to do business! Don't let them treat you the customer like dirt! :bike:

charliedid
02-21-2012, 06:42 PM
I guess I got quite lucky then! I'm betting no one will top this story.

We had a guy (maybe 30ish) come into the shop I ran, a couple days before Christmas back in the early 90's. He was clearly wasted....I mean wasted, extremely funny and about to get married in Aspen on New Years eve. He said he needed some new clothing and "****" to ski in and some cool stuff to hang out in. After about 45 minutes he and a sales guy had picked out about $3500 in clothing, a backpack and some boots. After going outside for his 3rd smoke, he was starting to check out when he realized he needed some "polyethylene" long underwear. Yes that is what he called it. So I grab him some "Capeline" and he goes into the dressing room to try it on. Remember, this guy is f&$king blasted.

About 10 minutes later a lady comes to the counter and says with a very straight face...I think you have an issue in the dressing room. Our dressing rooms were just swinging doors made of plywood that allowed us to see peoples feet. This was done as shoplifting prevention tactic. I go around the corner and I can see my new best "bro" slumped over, passed out in the corner of the dressing room with the long underwear as about his knees. He had both soiled himself and puked on the floor and was sort of half laughing half crying.

I sprayed him with a bottle of water and told him we had a shower and that everything was cool. At this point in a much more sober fashion he said, thanks a lot bro, those mediums were a bit tight I think I will take two pairs of the large.

He took a shower, paid for his new duds (even bought sunglasses after the shower) and went on his merry way after leaving us two crisp $100 bills as a tip!

Never heard from him again, but I always think of him around the holidays.

Retail.

oldpotatoe
02-21-2012, 06:55 PM
I would of demanded full credit of the shipping costs both ways and hold up the payment with credit card company till they resolved it correctly! You must stand up to these sellers and show them that's not the way to do business! Don't let them treat you the customer like dirt! :bike:


I have an idea, let's hear the 'other' side of this before you-

http://en.wikipedia.org/wiki/Crucifixion

benitosan1972
02-21-2012, 10:22 PM
i for one, have had nothing but GREAT service, communication, and bargains with Competitive Cyclist.

need a discount code? sure, use this. want free shipping? ok, here you go. return/exchange an item? we'll reimburse your costs...

i think the trick is to CALL them. get a live customer service rep (they are suspiciously perky though, hmmm...) they've always solved my problems, and have extended generous efforts to see that i'm made happy.

just my experience, i know yours may differ

dancinkozmo
02-21-2012, 10:32 PM
[QUOTE=Idris Icabod

Perhaps they should have a guy with some tweezers to remove these when they are returned, I'd have been none the wiser then.[/QUOTE]

Would love to see an ad in the classifieds for that job....

Wonder if you would need a degree ?

gone
02-21-2012, 10:36 PM
Would love to see an ad in the classifieds for that job....

Wonder if you would need a degree ?

Probably. Tough economy.

lemondvictoire
02-21-2012, 10:52 PM
Probably. Tough economy.


A 20/20 Vision and Great Sense of Odors Would be Required :crap: Too!!!

beeatnik
02-21-2012, 11:03 PM
A 20/20 Vision and Great Sense of Odors Would be Required :crap: Too!!!

What if the chamois smells like mt ventoux and herbs of provence? I know my chamois do. Thank you Rapha.

torquer
02-22-2012, 12:55 PM
Perhaps they should have a guy with some tweezers to remove these when they are returned, I'd have been none the wiser then.
Is that cable show "Dirtiest Jobs" still around?
That would make an interesting episode!