Big chain bike shops problem
 

I've been on the market for a new hitch mounted bike rack . I have gone with Kuat over Thule this time. But I've had bad luck lately where I pay full retail and recieve lightly used or returned products. Once from Bass Pro and second from Amazon

I just picked up a Kuat 2.0 from Incycle Pasadena and I'm not at ease. Box has a return label on from 2022. Opened up the box and the cradles clearly have tire marks in them.

Has anyone had this type of issue before or recently?.

Return it and go to your LBS and get one.

I've already gone the LBS route and as much I already support them there's ways a markup.

Maybe confirm the rack is fine with no missing accessories and see if they can refund some of it. If it effectively good as new then you may get a good deal.

When I needed a new rack, I went to my fave LBS. They ordered it, assembled it, installed in on my car and gave me thorough guidance in the installation and safe use with my bikes (some have fenders, some don't, which complicates things), and charged a price that was within spitting distance of a big internet discounter.

I'll reiterate the advice above: find a good LBS and you won't have any problems.

In reality, unless you are giving a thing as a wedding present or whatever, who cares? Doesn't it help make prices and return policies better for everybody if vendors can resell their returns for decent prices?

Your local shop cannot buy large quantities of those racks and store them and distribute them and sell them at a low price sometimes closer to or below cost. They do however pay for a space and employees to help you out and unlike the online retailers you are less to not likely to be buying used product. I will say that racks are heavy and the boxes may get damaged in shipping. We would occasionally get damaged boxes with brand new product from Thule, Yakima, Küat and Saris. It was not an issue with the product though it worked just fine and had no damage or issues beyond the box.

With your local shop you do get support and if you have an issue they can help deal with it so you don't have to, plus you are generally buying from an authorized retailer. My old shop would actually install hitches as well which your online retailer could not do.

No they should sell it in the "scratch and dent" area of their store or website, at a discount.

I do agree with you that liberal return policies are great - that's often an important criterion when I buy something. But I expect that when I pay full retail, I get a product that is new or indistinguishable from new. A returned, unused item would be acceptable. But something that isn't "like new" I'd expect a discount. I'm usually careful with buying stuff with obviously opened and re-taped boxes. Stuff can be missing. If I'm in a store, I'll pick through and find the boxes that haven't been re taped.

Agreed - scratch and dent is the best solution. Everybody wins.

Personally, I love buying scratch and dent as much as possible. Scratch and dent rewards savvy shoppers with some mechanical ability, and I love playing that game. Unless I'm buying it as a gift, I don't need to bring stuff home new and pristine and in the box.

Seems like in this case, you’re getting something valuable in exchange for the “markup” - the product you want with a shop backing it up.

This one is in far newer condition than the previous 2 I recieved. It just threw me off that the original Kuat packaging still has the return shipping label from 2022. It seems as though it was purchased, assembled, used 2-3 times and then returned.

https://cimg7.ibsrv.net/gimg/bikefor...bd5eb50eef.jpg
https://cimg8.ibsrv.net/gimg/bikefor...e8210e66f3.jpg
https://cimg0.ibsrv.net/gimg/bikefor...88ba2cff27.jpg
https://cimg1.ibsrv.net/gimg/bikefor...1fe1d9fb2a.jpg

https://cimg2.ibsrv.net/gimg/bikefor...d40fa228d6.jpg

I know it's not just me on this site that is picky when it comes to paying retail for bicycle items.

I reached out to Incycle with photos and if they offer a partial refund id take it. Its in good ebough condition to keep instead of returning.

I looked up this store chain that you mentioned… Incycle. For Kuat racks, their prices are identical to those of many other very well-known and reputable online sellers. Why did you choose that particular store, when you could’ve gone with REI, or Backcountry, or Competitive Cyclist, or others? I’ll bet that any of them would’ve sent you a brand new product.

Even if you went to an LBS to buy the rack, and paid perhaps an extra $100, wouldn’t that have been preferable to all of the hassle?

Backcountry/Competitive are the same retailer. Incycle is much closer to me than REI and actually REI did not have these in stock even though their website shows its available for shipping. I've contacted multiple retailers and Incycle was the only one with it in stock for pickup.

Incycle is a reputable store with multiple locations in Southern California. Wouldn't you expect less hassle from big box bike shops?

By ordering local thru incycle I was able to inspect the packaging and avoid getting a used product once again like I did with the other retailers. But it seems it doesn't matter where I order from I'm having to make returns.

It's not clear to me how the OP views Incycle, but I would consider them to be an LBS for anyone living in eastern LA county and going there in person.

My question is, if you saw the value in being able to inspect the package upon picking it up, why did you not inspect it there and instead took it home before noting the return label? Or am I missing something?

Yes you missed multiple points I made. Incycle was the only bike shop within 15 miles that had the rack in stock and available for next day pickup.

As stated in the reply you quoted but left out the part where I inspected the product in-store after noticing a shipping return label from 2022, and as pictured the box is in no way in NEW condition.

The reason I took it home is because the next nearest available rack is 45 miles away and that store manager also mentioned the box looks like it's been opened and gone thru a few times. I now have the option to further inspect the rack with option A. Return for full refund or B. Take it as is for a partial refund offer from Incycle.

urbanknight Also I posted 2 pictures of the box at the store and the return shipping label. So yes you missed it big where I noticed these things before bringing it home.

For peace of mind, take it back to Incycle and have them order a new one and insist that it's in brand new condition prior to picking it up. I'd be frustrated as well, however, if I'm reading this thread correctly, you took the beat up box home after inspecting it at the store. That would be on you.
A second thought would be is this what Kuat as a company does with used merchandise. If there's a pattern here, perhaps go back to research mode and find another brand that serves you better. I agree that if you are paying for a new product, you indeed should be receiving a new product.

Got it. In my defense, the part I left out didn't make sense to me. You said it allowed you to inspect the package to avoid getting a used product, yet your complaint is that you got a used product. What's still baffling me then is that you still took it home despite seeing that it was used? Personally, I would have made any negotiating/deciding on compensation before leaving the store. Still, glad to see Incycle is offering to make it right after the fact.

Not paying retail for the sake of not paying retail is sometimes not worth the costs that are paid for from other sources besides your wallet. That’s been demonstrated numerous times on BF.

BTW…REI shipping to its stores is usually pretty fast, at least in major metropolitan areas. And I’ve personally seen employees helping customers install racks on their cars in the parking lot several times.

I ordered online thru their website and even called to make sure they have it on hand. Was even told it was new in box day before picking up. Obviously it's not brand new and as stated on my first post this has already happened twice even ordering a Thule thru even bigger retailers.

If you reread my previous post it explains why I took it home. The bike shop could only locate another identical item at another shop but it wasn't any better as explained by the manager.

The bike shop cannot make the decision to order one directly from Kuat nor offer a partial refund. It would all have to be made thru Incycle customer service where i have already submitted a claim.

Yes I took it home bcuz the manager advised me I'd have the advantage of getting a partial refund or a new one if Incycle customer service can acquire one from Kuat directly. The manager can only see what stock is between store locations and the nearest next one wasn't in any better shape. Only customer service can make those decisions via claim.

But yes you are correct Incycle is attempting to make it right

If I pay new price I expect to get a new product, not a second hand one. It's not my job to be a sucker for someone else. Retailers should charge a restocking fee and use the proceeds to sell returns at discount. It's their problem to deal with, not mine. As far as I'm concerned I've been conned. I'd return in this situation.

In post #14 I mentioned contacting REI. Even though their website shows its available there are none for shipping. Specifically the 1.25 version I need.

I agree, but people are conditioned by Amazon and the like to think they’re getting ripped off if they can’t return used goods for free. Or pay retail price for a very specific product they want that’s apparently hard to track down.