Motorcycle superstore

[kmac]

 

Since i bought the BMW street tourer recently, i have of course, needed to purchase a few goodies.

I have never bought anything from The Motorcycle Superstore (MSS) website. I have ordered online from LOCOMX.com and ktmcyclehutt.com and Thumpertalkparts...and maybe a couple of others over the years.

 

Last friday i ordered a pair of leather warm weather perforated gloves from MSS. Later the same night i saw a tank bag that i liked so i ordered that also.

 

I get an email that night on the gloves that i thought was just a confirmation. It had a confirmation number on it and it said "on order" on the top, and a delivery date of 10/13/2010.

 

I get 2 more emails with tracking numbers for each package. A couple of days go by and the tracking number for the tank bag is fine, but the one for the gloves still wont give me any info.

 

I get the tank bag yesterday. I call about the gloves and the guy says oh yeah they are on back order you will get them NEXT WEEK....and that the "on order" email meant that they were "on order" from somewhere ELSE. Doesnt say that in it, but i was supposed to telepathically understand that.

 

Then if that is not enough, I open the tank bag, A Nelson-Rigg CL-135, and almost EVERY piece of velcro that is sewn on to the bag the stitching is unraveling.

 

It is the perfect size i was looking for, has the pockets and features i wanted, and the size of map pouch i needed. Everything else on it seems solid, just the velcro stitching SUCKS.

 

So now i figure since i like it i will just send it back and request a replacement unit for the DEFECTS.

I email MSS asking how to return it and get a replacement. They send back an email that says they DO NOT give exchanges...NO exceptions, but that I can send it back for a FULL refund....MINUS SHIPPING...which was $9.00...then i can order another one...for the same price....PLUS SHIPPING AGAIN..

 

How bad of a business practice is that? It is THEIR suppliers DEFECT and I GOTTA pay for shipping TWICE to get a replacement?

 

I have sent things back to LOCOMX before. I called them and told them what was wrong, the guy immediately sent out a new item and a return shipping label in the new package to return the bad item...now THAT is GOOD business!

 

I WILL NOT>>>NOT be using Motorcycle SuperStore again....

 

[Tony_K]

Just bypass superstore.

Nelson Rigg warranty

call em 714-850-1811

[kmac]

Good idea Tony, looks like they are local OC too..

[tallman]

Nothing directed at you, just general reply.

We've seen issues like this before.

Usually there was a return policy posted, and not read, by the thread starter (again just being general).

My suggestion when ordering on-line is to read the return policy and determine if it worth the risk to each person for what we order.

I have dealt with some places that always cooperate and then there are some that want, and post it in their policy, a restocking fee and/or shipping costs too.

CODB.

Hope the warranty covers it.

Bogus to ship a defective piece, if it is unraveling quality control at Nelson-Riggs should have caught it.

BTW, I use a N?R bike cover and love it.

[Kathy R]

I WILL NOT>>>NOT be using Motorcycle SuperStore again....

 

MSS sent me a defective helmet once, and when I called them they immediately sent a new replacement...before I had sent the 1st one back.

 

I've ordered lots of stuff from them over the years and have always been treated well. Dialing the phone is my first action when there is a problem or a question in my mind about an order.

[Twisties]

Nothing directed at you, just general reply.

We've seen issues like this before.

Usually there was a return policy posted, and not read, by the thread starter (again just being general).

My suggestion when ordering on-line is to read the return policy and determine if it worth the risk to each person for what we order.

I have dealt with some places that always cooperate and then there are some that want, and post it in their policy, a restocking fee and/or shipping costs too.

CODB.

Hope the warranty covers it.

Bogus to ship a defective piece, if it is unraveling quality control at Nelson-Riggs should have caught it.

BTW, I use a N?R bike cover and love it.

 

My experiences with MSS have been fine. I returned a helmet. No problem. I had read and understood and agreed to the return policies. I knew what it would cost if I returned it. It was worth it to me to pay that for the opportunity to try the helmet, which was not available in our local market. MSS stuck to the return policy exactly, and it cost me exactly what they said it would, and they were very efficient. I think I ended up being out about $7 bucks for the deal. It had to cost more than that for them to send me a helmet and send it back. I have no complaints.

[DavidEBSmith]

http://www.motorcycle-superstore.com/1002/MNGR/Returns-Info.aspx

[kmac]

i read that and it and i still think that if you open a box and a new item is unraveling you should NOT have to pay shipping..period..

 

As to ordering a helmet to check fit..that is on you, it was NOT defective...

 

It is NOT a 1 time fee....I would HAVE to pay the $6.99 USD to send it back and if i want to order another one, i would have yet ANOTHER $6.99...that is 14 bucks to get the $72.00 item i ordered...NOT RIGHT

 

After i sent them a VERY aggressive email They sent me an email now that says basicly OH sorry we will send you a return Shipping label....squeeky wheel gets the grease....bad policy to say no then when someone makes a big enough of a stink then give them what is right...a more mild mannered person will get screwed.

[kmac]

here is the emails back and forth and tell me if they seem wishy washy. they upside down with my original email on the bottom. I xxed out any personal emails address or names to keep it more private....you tell me:

 

Hi there,

 

 

 

Apparently there was some type of misunderstanding. To return the item, you can print out the PRE-PAID label on the website to return an item. In normal returns, we just deduct $6.99 from the total refund (we do not do exchanges), but in your case, because the item is defective, you would receive the whole refund. Instead of you doing it this way, I will just send in a request to have our specialists send a label to your email directly. That way, you don’t have to process the return online.

 

 

 

I apologize for any confusion you experienced and please be on the lookout for a pre-paid label sent to this email from UPS (filter your spam as well, please J)

 

 

 

We appreciate your business!

 

 

 

 

 

Nickie Hodges | Customer Service Offline Representative | Motorcycle USA, LLC | Motorcycle Superstore, Inc.

 

1555 E McAndrews Rd Ste 200 | Medford, OR 97504

 

Office: 877-668-6872 | Fax 541-227-0046

 

Website: | www.motorcycle-usa.com www.motorcycle-superstore.com

 

Nixxxx@motorcycle-superstore.com

 

 

 

 

 

 

 

From: Kelly Mcxxxx [mailto:kellyxxxx@yahoo.com]

Sent: Thursday, October 14, 2010 7:50 PM

To: Motorcycle Superstore Customer Service

Subject: Re: Returning an Item

 

 

 

Motorcycle Superstore,

 

 

 

So you are saying that I bought a defective product from YOU, but I have to pay the shipping to send YOUR defective product back to YOU? And then I HAVE to pay shipping back to YOU AGAIN if I want to get another one?

 

 

 

That is about as bad of a business practice as i have ever heard of.

 

 

 

I am a regular and well known poster on national and international motorcycle forum websites, and i will make it well known what your business practices to everyone i can tell.

 

 

 

I own 4 motorcycles, and regularly buy gear, parts, and supplies both at local shops and online. I have never had this kind of service from any supplier. I spend literally thousands of dollars a year on motorcycle stuff. I ordered 2 different items on the same day and still haven't recieved the other item. Yet another poor customer service.....YOU are batting 1000, thats 100% bad.

 

 

 

I deal with LOCOMX.com alot and have sent things back there for exchange that were similar situations and they did NOT charge me for shipping. They mailed me a return shipping label in the package

 

with my new replacement product and i sent back the bad product in the supplied box with the supplied retuen shipping label.

 

 

 

REGRETS

 

Kelly

 

 

 

 

 

--------------------------------------------------------------------------------

 

From: Motorcycle Superstore Customer Service

To: "kellyxxx@yahoo.com"

Sent: Thu, October 14, 2010 1:55:19 PM

Subject: RE: Returning an Item

 

Kelly,

 

 

 

Complete return instructions will be on the back of the invoice that comes with your shipment. If you do not have the invoice, you can follow this link:

 

https://www.motorcycle-superstore.com/ssl/AccountLogin.aspx

 

Then use the Non Registered Customers box to enter your email & order number. When your order comes up, click the blue Return button at the bottom of the order and go thru the steps.

 

 

 

You may return any new, unused or unaltered item to Motorcycle Superstore within 60 days of purchase. All returns must include original tags and packaging and be shipped in an appropriate shipping box.

 

 

 

A refund for the price paid less any original and/or return shipping fees will be issued to the payment method used at time of order. (Fees paid for international duties, taxes and/or brokerage fees are non-refundable.) (Sorry, NO exceptions!)

 

 

 

We do not do exchanges, so if you wanted to exchange an item, simply follow the steps for return and a refund will be issued to the original form of payment. Then just place a new order anytime on-line at www.motorcycle-superstore.com for the new item(s).

 

 

 

Please feel free to contact us if we can be of further assistance.

 

 

 

xxxx | Customer Service Offline Representative | Motorcycle USA, LLC | Motorcycle Superstore, Inc.

 

1555 E McAndrews Rd Ste 200 | Medford, OR 97504

 

Office: 877-668-6872 | Fax 541-227-0046

 

Website: | www.motorcycle-usa.com www.motorcycle-superstore.com

 

xxxxxxx@motorcycle-superstore.com

 

 

 

 

 

 

 

From:

Sent: Wednesday, October 13, 2010 9:09 PM

To: Motorcycle Superstore Customer Service

Subject: Returning an Item

 

 

 

Reason for inquiry: Returning an Item Email From: Order Id: XXX I would like to exchange my nelson-rigg cL 135 tank bag. The one I recieved today has almost all of the stitching in the velcro unraveling. I am pretty concerned that the quality is sub par on this product. I specifically picked this bag because the feedback was 4.4 out of 5. I dont see how if these are all built like this one. What do i do now, I would like to exchange it.

 

[Matts_12GS]

I WILL NOT>>>NOT be using Motorcycle SuperStore again....

 

MSS sent me a defective helmet once, and when I called them they immediately sent a new replacement...before I had sent the 1st one back.

 

I've ordered lots of stuff from them over the years and have always been treated well. Dialing the phone is my first action when there is a problem or a question in my mind about an order.

 

+1

[bobbybob]

Looks to me like they stated their policy pretty clearly and adhered to it. Always click the "Terms & conditions" link at any web merchant and read it very carefully before ordering, to avoid any "surprises" later on.

 

Oh, and on an item return, I think a phone call would be better than emails to avoid mis-understandings.

[Kathy R]

After i sent them a VERY aggressive email They sent me an email now that says basicly OH sorry we will send you a return Shipping label....squeeky wheel gets the grease....bad policy to say no then when someone makes a big enough of a stink then give them what is right...a more mild mannered person will get screwed

 

I was pretty mild mannered when I called them about my defective helmet. They were quick to say "No problem. We'll take care of you". I didn't have to threaten them or beat my chest.

 

I suspect, if you'd typed "I don't think I should pay shipping since the product was defective" that you would have gotten the same response that both you and I received. They stepped up - once they understood what the problem was - and took care of it.

 

A phone call is sometimes a faster and more efficient means of communication. It's no fun to stew and get upset. Been there. Done that.

 

Glad it got Righted for you.

[kmac]

i typed that in the beginning in my first email, and i got the first reply that i had to pay for shipping, that is when i got snippy and got results.

 

I did call them on my gloves issue and the guy was useless and treated me like i was stupid since they sent me an email saying it was on order...to me that meant "I" had ordered it...not that they had to order it. It never said back ordered, or temporarily out of stock...

 

I still will NOT use them again...too many GOOD suppliers who care about customers the FIRST time there is a problem and not only after a they raise a stink

[Pilgrim]

I WILL NOT>>>NOT be using Motorcycle SuperStore again....

 

MSS sent me a defective helmet once, and when I called them they immediately sent a new replacement...before I had sent the 1st one back.

 

I've ordered lots of stuff from them over the years and have always been treated well. Dialing the phone is my first action when there is a problem or a question in my mind about an order.

 

Me, too. Always had good luck with them.

 

Pilgrim

[kmac]

here is cycle gears return policy

 

http://www.cyclegear.com/returns.cfm

 

that is a much better policy

[steve.foote]

Kathy, I too have bought a bunch of stuff from MSS and never had a problem. They're nice folks to deal with.

[Kathy R]

i typed that in the beginning in my first email, and i got the first reply that i had to pay for shipping, that is when i got snippy and got results.

 

I think ... and this is just my experience with them...that if on your second email if you'd simply said that you don't want to pay shipping on a defective item...that they would have said no problem.

 

I just think that important bit got missed, by them, in the emails. I'm pretty sure they would have picked up the ball for you once that point was clear to them, even if you made that point gently. They never impressed me as folks who needed to be yelled at or pushed, in order to provide good service.

 

Some folks have bad days or aren't attentive all the time. I've dealt with my share of them. Patience is not one of my strong points, but it usually is one of the more appreciated qualities in a fellow human.

 

I'm hyper critical of service and sales situations. I'm mellowing in my unemployment

[kmac]

I actually am a nice person and even quite patient for the most part. But after having called them and gotten a very poor response. Then getting a POOR response to a polite email asking what i needed to do with a DEFECTIVE product...not a wrong size, or i just didn't like it, I was fed up. Sorry if i looked like a jerk here, but IMHO, any large national/international supplier should have straight up offered the refund and shipping first.

 

That is what LOCOMX has done and Cycle gear has done...that is both of their policies. Customer does NOT pay for shipping returns on defective products.

 

As i have read here it is MSS policy to charge $6.99 for return shipping even on defective products...I will NOT be using them.

 

You all may have had good experiences with them so far, but if you look at it, their policy is BAD! Why would you want to support a company with such a bad policy when there are others that are the same price and better service and policies?

 

Kathy, to address the "paper butt"...lol...i recommend A&D ointment....good stuff....good enough for my baby girls butt its good enough for mine...lol

 

 

[Linz]

I have a lot of time from both www.newenough.com and also www.kneedraggers.com both for keen pricing and customer service.

 

Linz