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I ordered a cycling jacket that was listed as in stock. Two weeks go by and nothing. I emailed and got a generic auto-response. Called the number on the website and nobody answered. Eventually I disputed the charge with my credit card company and got my money back that way. The product never arrived and I never got a real explanation.
Prices are great, I'll give them that. But the return process is a nightmare. I ordered the wrong size tube and tried to exchange it. The return form on the website doesn't work properly — it kept throwing an error. Had to email back and forth for days just to get a return label. If their customer service matched their pricing, they'd be a five-star shop.
Ordered four tires and received only two. The packing slip showed all four. I've been trying to resolve this for three weeks. Each time I email I get a different person who asks me to re-explain the situation from scratch. Nobody seems to have notes from previous conversations. This level of disorganization is unacceptable for a business of this size.
The tires themselves were fine when they finally arrived, but the shipping took 16 days for standard ground — within the continental US. No real updates from tracking during that time. I had a ride event I was prepping for and the tires showed up five days after the event was over. Not what I'd call a reliable purchasing experience.
I ordered a cycling kit — jersey and shorts — and the sizing was way off from what the chart indicated. The medium shorts fit more like an XS. When I asked about returning them, I was told I'd have to pay return shipping which costs almost as much as the shorts themselves. That's a terrible return policy and I feel like the customer is just stuck holding the bag.
My order was split into two shipments without any notice. The first arrived fine. The second tracking number they sent me doesn't work — it shows no information whatsoever. It's been eight days since that second label was supposedly created. I have no idea if the rest of my order is coming or not. Communication from the company has been poor.
Prices are legitimately the best online for the brands they carry. That's why I keep trying to make it work with them. But every single order has some kind of snag — a delay, a wrong item, or a communication gap. It's like they're a great warehouse with a mediocre operations team. I really want to love this place but they keep making it hard.
Received a tire that was clearly used. There was dirt in the tread and the bead showed wear marks. I paid full price for what should have been a new product. When I sent photos to customer service they offered me a 10% discount to keep it. I don't want a discount — I want the new tire I paid for. Ended up disputing with my bank.