Never using BikeBandit again!

[SqDancerLynn1]

I have used BB many time, Only when I am not in a hurry. If I need it right away I support my local dealer

 

[Flaggo60]

Geez guys, I'm not disputing your experiences at all, but in fairness, I've used BB with positive results, especially with little parts that are hard to find elsewhere. The one thing that killed me was the flat $25 shipping charge, but they do use FedEx rather than the post to ship up here. Some of the other OEM sources that have been mentioned here are way higher than that on their shipping costs to the point where I won't use them. So if I order from BB now I make sure there's enough in the order to make it worth the shipping expense. I've never had to return anything though, so I have no experience there. Just an opinion.
Cheers, Ted

 

[Nathan Daube]

Called Bite Bandit again today

Called Bite Bandit again today

Called Bike Bandit to see why my order placed last Thursday had still not been shipped. I was told that they were waiting on the Valve Cover Gasket to come in as it was backordered. I was amazed as they never said that on Wednesday when I contacted them because of the confusion on getting me the rear brake pads I ordered on the same order. I did mention that they were getting alot of bad press on this site and I wanted them to ship what they had and then ship the backordered parts when they got them so at least I could start repairs. They agreed and after again mentioning I was very unhappy with the service and the GS guys werent having any better luck ALL of my order appears to have been shipped, as I got 2 emails showing all the parts are on their way. LOL

 

[Nessism]

I've ordered from BB many times with positive results. They don't stock OE parts as far as I know, but must be close by to one of Suzuki's distribution points so OE parts come very quickly. Unfortunately, some times these warehouses don't have the best inventory count so it's never positive the part is in stock until the guy pulls the part from the bin. If an item is on back order, they typically will tell you via email. Same goes for items that are cross shipped since this creates a delay in shipping. I haven't found an OE parts seller that keep the buyer more informed than BB. Regarding the 20% restocking fee, this is very common in the OE parts business. People have to take time to pick the part (or order them as the case may be), bag them, box them, etc. It all costs money. In cases where the parts are cheap, 20% doesn't come close to covering the cost of all this administration.

Regarding mail ordering clothing items, I've yet to find a place that will do a free exchange and pay the return shipping. They don't make the clothing items, so they can not be held responsible for sizing. And of course they would refuse a damaged package? So should you. This is the risk of mail ordering anything and has very little to do with BB.

I think some of you guys are showing your lack of understanding for the parts business, particularly the OE side. BB is a good company in my view, although I don't order much from them anymore since CA raised the sales tax to 10%.

 

[UncleMike]

The package wasn't damaged. They refused it because of the shipping label and tape used to secure the box. It arrived pristine with insurance.

 

[Griffin]

For a great selection of work and traditionally-styled motorcycle boots (no Alpinestars race-styled boots), I've used these guys three times now and been happy with the product I received and their service.

http://www.metboots.com/

Once, I ordered some Chippewa boots that were too tight. It cost me shipping to return them ($12), and $10 restocking fee for them to send out the correct size, which I thought was fair. All told, I was out an extra $22 for the boots, but I got a pair that I love and several people on this site have asked about at rallies.

http://www.metboots.com/c-chippewa-motorcycle-boots-p-CH-27862.html

Here is their return policy:

[FONT=Arial,Helvetica,sans-serif][FONT=Arial,Helvetica,sans-serif]Returns and Exchanges[/FONT] [/FONT]
[FONT=Arial,Helvetica,sans-serif][FONT=Arial,Helvetica,sans-serif]Customers often ask what our return policy is. We aim for complete customer satisfaction. If you are not completely happy with your purchase, we want to hear about it. Let us know if something is wrong and we will do what we can to make it right.[/FONT][/FONT]

[FONT=Arial,Helvetica,sans-serif][FONT=Arial,Helvetica,sans-serif]Some of the shoes we sell are marked slightly irregular in the description. These shoes are factory seconds. We examine each pair of shoes manually and warrant that the shoes are wearable, run true to size, and are free from any gross noticeable defect. If there is a problem we will replace the shoes at no cost to you up to 30 days from the shipment date of the original order.[/FONT]

[FONT=Arial,Helvetica,sans-serif]However, if you return for any reason which is not our fault, such as purchasing the wrong size or width, we will replace the shoes with the correct size subject to a re-stocking fee equal to $10.00 or outgoing freight charges whichever is greater. Items returned must be in saleable (new) condition. The customer is responsible for all shipping. [/FONT][FONT=Arial,Helvetica,sans-serif]If an item is returned for a refund and the original order qualified for free shipping the actual outgoing freight charges will be deducted from the amount of the refund [/FONT]

[FONT=Arial,Helvetica,sans-serif]NO RETURNS WILL BE ACCEPTED WITHOUT PRIOR AUTHORIZATION.[/FONT]
[/FONT]

 

[Nessism]

The package wasn't damaged. They refused it because of the shipping label and tape used to secure the box. It arrived pristine with insurance.

Mike, your original post above said BB refused your return package because it was damaged (which is understandable), but now you say it was because of the "shipping label and tape used". I don't understand. Did you use masking tape or duct tape on the package? Did you put the boots back in the BB box before you returned it like they specify? There must be a reason they refused the package.

 

[UncleMike]

Mike, your original post above said BB refused your return package because it was damaged (which is understandable), but now you say it was because of the "shipping label and tape used". I don't understand. Did you use masking tape or duct tape on the package? Did you put the boots back in the BB box before you returned it like they specify? There must be a reason they refused the package.

I ordered a ton of stuff from them, so the boots came in their box from Alpinestar and then in a bigger box with all the parts. When I called about the return, I mentioned this to the CSR, who told me to just tape up the Alpinestar box, toss a label on it and return it.

When they got the box, they rejected it because the Alpinestar box had tape and a label on it, so they can't send it back to Alpinestar, even though that's what they told me to do.

 

[Nessism]

I ordered a ton of stuff from them, so the boots came in their box from Alpinestar and then in a bigger box with all the parts. When I called about the return, I mentioned this to the CSR, who told me to just tape up the Alpinestar box, toss a label on it and return it.

When they got the box, they rejected it because the Alpinestar box had tape and a label on it, so they can't send it back to Alpinestar, even though that's what they told me to do.

Sounds like the CSR you talked to made a mistake.

The BB return procedure clearly states that you are to put the retail packaging inside either the original shipping box, or you should "purchase a new box as need be".

While the CSR might have made a mistake, the instructions on BB's website are very clear...http://www.bikebandit.com/partsbandit/faq/returnpolicy.asp They go so far as to state the following...

"Packing And Sending Back Your Return

BikeBandit.com includes plenty of packing material with every order. When returning something to us, please re-pack all items using the materials we sent. Keep in mind that shipping companies can be very tough on packages! Please be sure not to write on or damage the Manufacturer's packaging material as this can make an item un-returnable.

BikeBandit.com ships all items in shipping boxes. When returning an item please use the original box provided with shipping material or purchase a new box if need be.

Please do not ship Helmets, boots, and other items back in the manufacturer?s packaging like depicted above."


Sorry Mike, don't mean to bash you. I think your hammering on BB is not entirely fair though since you did not follow the procedures and want BB to pay return shipping on a sizing problem they have no responsibility for. Their CSR's instructions are inexcusable though so based on that I sympathize with your plight. I'd call them back and plead your case again.

 

[rustybronco]

"How am I supposed to order another pair of boots, when the sizes are inconsistent and/or incorrect?", I asked.

The answer I got over and over was essentially, "Tough luck. Not our problem."

The CSR told me to send the boots back in their box since the original box they came in had a ton of parts in it and was now far too big. I did that, and when it arrived, it got rejected because the box they came in was damaged.

I called them up to find out what was happening, and again their response was, "Tough luck. Not our problem."

I think some of you guys are showing your lack of understanding for the parts business, particularly the OE side.

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

 

[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 :lol: 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.