BikeTiresDirect customer service: A good story

[DHallerman]

Something I’d like to share with you all, a thank you and a really good experience with BikeTiresDirect (BTD) customer service. To be specific, first Nate and then Ken helping me out big-time. Thanks again, guys.

Here’s the story. I bought a carbon wheelset from them, sold as 12x100 front and 12x142 rear. I’m new to thru-axle wheels, and this was my first new wheel purchase of this new-to-me technology. So I didn’t check out their specs when they arrived. A month later, I finally started to set up the wheels tubeless, another new-to-me tech. I mounted the tire onto and squirted in the sealant into the front wheel and only then discovered that, by mistake, it was a 15mm thru-axle.

The next day I called BTD and you know what they did? They sent me a replacement wheelset about a week later, right after it came in. They didn’t force me to first return the incorrect wheel before they would make good; I returned that today. They were okay with how the 15mm hub wheel I would be sending back would have remnants of sealant on it.

Heck, they didn’t even ask me for proof of the error – a bar-code error, it seems, on the part of the wheel manufacturer on the sealed shipping box – but they took my word for it. All in all, Nate and Ken at BTD made what could have been a big-time PITA into a relatively simple and comfortable experience.

Dave, who just thought a good story today would be a good thing

[GregL]

If I'm going to order bike components online, BTD is the first place I check. I once received a tire from BTD that had a manufacturing defect (casing was not straight). They sent a replacement immediately, without me having to send back the faulty tire first. BTD is always a pleasure to do business with!

Greg

[AngryScientist]

excellent. they are nice enough to support the forum as well as a sponsor. i've always had good service from them as well and as a rule we try and only allow sponsors who we believe in as "good fellas".

[robt57]

I wonder if you'll get charged additionally after a slow or non return???

[Cornfed]

Huge BTD fan (as my Gold account balance will attest). Wide selection, good prices, web site always up to date, fast shipping, and great customer service. No reason to shop anywhere else, imho.

[veloduffer]

+1 BTD has become more go-to mail order place if my LBS can’t get it and I like supporting a forum sponsor. Good selection, fast service.


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[dbnm]

BTD is also the owner (I think) of Western Bike Works which has always been terrific with me and will match nearly any online price so if you are building a bike, ask them for their best prices.

PS... their shipping is free and super fast and they do not charge tax.

[R3awak3n]

I have good experiences with them too, one of my go to places online

[Geeheeb]

also had great experience buying from them

[bigbill]

They were great to me while on deployment. My go-to for most of my bike stuff. I have the gold whatever and had enough points last year to save $130 on a Kuat rack.

[flying]

They also have & I recently used....a nice price match policy that works well via their web sales interface

[rustychisel]

Nothing recent but can add the following.

Friday afternoon ordered knicks and tyres and stuff from them. Delivered to my desk by 11am Tuesday, in Adelaide, South Australia.

I cannot think of an Australian online retailer in bike consumables who could match that.

[Cbh]

I’ve had good experiences with BTD too. I ordered some shoes from them, a couple of days after arriving I noticed the price dropped a little to I called them. The guy on the phone was really pleasant and said the shoes will actually be part of a promotion starting in a day or two and gave me the upcoming even lower price. They are the first online store I check for bike stuff.

[superbowlpats]

Nothing but great experiences with BTD. fast shipping, good prices

[andybones78]

Glad I saw this thread because I need to order 3 new pairs of tires - will give BTD a try!