Nashbar time warp...would you like a sheet metal or wood screw?
03-31-11, 07:14 PM
#1
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Nashbar time warp...would you like a sheet metal or wood screw?
Nashbar: This is generic customer service name, how can I help you?
Me: I need a refund on overnight shipping. I paid for overnight, but it took 5 days to get here.
NB: Well, we did ship it overnight on the 23rd.
Me: Yes, but I ordered it the morning of the 20th and paid $70 to have it delivered on the 21st.
NB: I'm sorry, but we did ship it overnight.
Me: Four days later.
NB: Well, sometimes it takes time to process orders over XXX amount.
Me: You don't say that on the website.
NB: I think we do, let me check. Well, I'm sorry, there's nothing I can do.
Me: You're kidding right? If YOU ordered something overnight, paid the extra shipping, and it took 5 days to get to you would YOU be happy?
NB: Let me see what I can do. Please hold.
(cue 5 minutes of crickets)
NB: We can refund you the difference between 2 day and overnight. That's $9. And we'll mail you a gift certificate for premium shipping on your next order.
Me: You didn't get it to me in two days either.
NB: Well, sometimes it takes time to process orders over XXX amount.
Me: Again, you don't say that on the website.
NB: I think we do, let me check again. Well, I'm sorry, that's the best I can do.
Me: You didn't get it to me in two days either.
NB: You can't count the day of the order.
Me: That's not what it says on your website. I met all your deadlines. If I had known overnight was going to mean 5 days I would have just paid regular shipping.
NB: I'm sorry, We did ship it overnight.
Me: Overnight means the next day, not 5 days.
NB: I can only refund the difference between overnight and 2nd day.
Me: Again, it didn't get here the second day either. Or the third even if we don't count the day of the order. Then I have to have me credit card company reverse the charge...
NB: If you do that, you won't be able to order from us.
Me: Why would I want to order from you after this fiasco?
NB: I apologize.
------
Call back 5 minutes later after checking all their shipping policies, Etc. I'm dead right.
They offer to refund half the shipping...$35.00.
NB: Is there anything else I can help you with?
Oh...I was so tempted...
Me: I need a refund on overnight shipping. I paid for overnight, but it took 5 days to get here.
NB: Well, we did ship it overnight on the 23rd.
Me: Yes, but I ordered it the morning of the 20th and paid $70 to have it delivered on the 21st.
NB: I'm sorry, but we did ship it overnight.
Me: Four days later.
NB: Well, sometimes it takes time to process orders over XXX amount.
Me: You don't say that on the website.
NB: I think we do, let me check. Well, I'm sorry, there's nothing I can do.
Me: You're kidding right? If YOU ordered something overnight, paid the extra shipping, and it took 5 days to get to you would YOU be happy?
NB: Let me see what I can do. Please hold.
(cue 5 minutes of crickets)
NB: We can refund you the difference between 2 day and overnight. That's $9. And we'll mail you a gift certificate for premium shipping on your next order.
Me: You didn't get it to me in two days either.
NB: Well, sometimes it takes time to process orders over XXX amount.
Me: Again, you don't say that on the website.
NB: I think we do, let me check again. Well, I'm sorry, that's the best I can do.
Me: You didn't get it to me in two days either.
NB: You can't count the day of the order.
Me: That's not what it says on your website. I met all your deadlines. If I had known overnight was going to mean 5 days I would have just paid regular shipping.
NB: I'm sorry, We did ship it overnight.
Me: Overnight means the next day, not 5 days.
NB: I can only refund the difference between overnight and 2nd day.
Me: Again, it didn't get here the second day either. Or the third even if we don't count the day of the order. Then I have to have me credit card company reverse the charge...
NB: If you do that, you won't be able to order from us.
Me: Why would I want to order from you after this fiasco?
NB: I apologize.
------
Call back 5 minutes later after checking all their shipping policies, Etc. I'm dead right.
They offer to refund half the shipping...$35.00.
NB: Is there anything else I can help you with?
Oh...I was so tempted...
Last edited by Racer Ex; 03-31-11 at 07:17 PM.
03-31-11, 07:29 PM
#3
stole your bike
Sounds like that call should have gone more like this:
NB:This is generic customer service name, how can I help you?
RacerX: I need a refund on overnight shipping. I paid for overnight, but it took 5 days to get here.
NB: Oh well that's terrible, my apologies for that mishap. Our records show we shipped it the day the order was placed but since you didn't receive the delivery service you paid for let me talk to my manager and see what we can do.
RacerX: Your graciousness is creeping me out but ok, you do that.
NB: My super nice and competent manager informed me that you will be reimbursed half of the shipping cost, and to make up for inconveniencing you we're sending you some delicious muffins.
RacerX: Thanks Super-Helpful-Nashbar-Helper-Gnome, you're the bestest!
NB:This is generic customer service name, how can I help you?
RacerX: I need a refund on overnight shipping. I paid for overnight, but it took 5 days to get here.
NB: Oh well that's terrible, my apologies for that mishap. Our records show we shipped it the day the order was placed but since you didn't receive the delivery service you paid for let me talk to my manager and see what we can do.
RacerX: Your graciousness is creeping me out but ok, you do that.
NB: My super nice and competent manager informed me that you will be reimbursed half of the shipping cost, and to make up for inconveniencing you we're sending you some delicious muffins.
RacerX: Thanks Super-Helpful-Nashbar-Helper-Gnome, you're the bestest!
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I like pie
03-31-11, 07:30 PM
#4
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Sounds a bit like this: https://www.youtube.com/watch?v=HWTMa76BzH0
03-31-11, 10:22 PM
#6
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I'm more of a muffin kind of guy.
I recently had a 4 1/2 week exchange like this with another discount parts retailer due to Race Face going out of business:
- I sent in my warranty replacement, which would then be sent to Canada. They received it and sent it on.
- I hear rumors about Race Face closing it's doors and call them. They reassure me it's a rumor. x3 over the next week.
- Their (RF's) website disappears, a few days later it's all over the internet that they have closed.
- I call in and they say they will try to contact RF. Three or four more communications are made. They aren't budging.
- They call a week later offering the option of some other models of RF seat post because they don't have any of my seat post left. The other options don't even have the same setback.
- Knowing that Thomson makes a post in the size (26.8), I ask about one. They say that they have one in their database, but they have to order it. They will give me $32 credit and I would only have to pay $76 extra.
- I escalate.
- Manager offers the same deal about five times and reminds me continually that they are not obligated fulfill my claim.
- After a while of explaining my need to have a seat post that I know will work for me, and showing him that they show it as in stock on their sister sites, he says he will refund the shipping, too.
- Eventually, we were able to work out an arrangement where they would send me a new Thomson shipped, for $40 additional.
I was okay with that, or I will be, once it gets here...
I recently had a 4 1/2 week exchange like this with another discount parts retailer due to Race Face going out of business:
- I sent in my warranty replacement, which would then be sent to Canada. They received it and sent it on.
- I hear rumors about Race Face closing it's doors and call them. They reassure me it's a rumor. x3 over the next week.
- Their (RF's) website disappears, a few days later it's all over the internet that they have closed.
- I call in and they say they will try to contact RF. Three or four more communications are made. They aren't budging.
- They call a week later offering the option of some other models of RF seat post because they don't have any of my seat post left. The other options don't even have the same setback.
- Knowing that Thomson makes a post in the size (26.8), I ask about one. They say that they have one in their database, but they have to order it. They will give me $32 credit and I would only have to pay $76 extra.
- I escalate.
- Manager offers the same deal about five times and reminds me continually that they are not obligated fulfill my claim.
- After a while of explaining my need to have a seat post that I know will work for me, and showing him that they show it as in stock on their sister sites, he says he will refund the shipping, too.
- Eventually, we were able to work out an arrangement where they would send me a new Thomson shipped, for $40 additional.
I was okay with that, or I will be, once it gets here...
04-01-11, 09:21 AM
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Wow, that sounds like a pain in the ass. I know I'm definitely reconsidering my ordering source now that they give you a "free" subscription to some magazine with every purchase over $75 and in the small print say that if you don't cancel it, they'll automatically renew the subscription without telling you and charge your credit card for it.
04-01-11, 09:30 AM
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Wow, that sounds like a pain in the ass. I know I'm definitely reconsidering my ordering source now that they give you a "free" subscription to some magazine with every purchase over $75 and in the small print say that if you don't cancel it, they'll automatically renew the subscription without telling you and charge your credit card for it.
Always read the fine print.
04-01-11, 09:34 AM
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yeah, I wish they'd tell you that you were going to get the magazine rather than automatically signing you up without your consent. That's the part that bothers me. So now I need to call this magazine and cancel as part of every time I make an order? Sounds like it's just easier to find a new place to order from.
04-01-11, 11:19 AM
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Isn't that illegal for them to sign you up without your permission?
edit: I just read the "details", and it looks like the magazine won't have your CC information. They just send you a bill and if you don't want to pay, you write "cancel" on the bill and send it in without payment. Also, it looks like you can decline the "free" subscription and get $10 sent to you if you want.
Still, I hate when I'm automatically signed up for anything, free or not. If I wanted it, I'd ask for it.
edit: I just read the "details", and it looks like the magazine won't have your CC information. They just send you a bill and if you don't want to pay, you write "cancel" on the bill and send it in without payment. Also, it looks like you can decline the "free" subscription and get $10 sent to you if you want.
Still, I hate when I'm automatically signed up for anything, free or not. If I wanted it, I'd ask for it.
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Last edited by urbanknight; 04-01-11 at 11:25 AM.
04-01-11, 11:25 AM
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Looks like they don't charge your cc, just send you a bill, much better. Guess I'd heard wrong.
https://www.nashbar.com/webapp/wcs/st...-Subscriptions
https://www.nashbar.com/webapp/wcs/st...-Subscriptions
04-01-11, 11:25 AM
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I work for an on-line company and there are stipulations for expedited delivery...first (for us) it has to be placed before 1pm to go out that day and Weekends DO NOT count as days. They do not ship expeditied packages on weekends. Sorry to play devils advocate but, that is the way it goes ordering near a weekend.
04-01-11, 11:47 AM
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I work for an on-line company and there are stipulations for expedited delivery...first (for us) it has to be placed before 1pm to go out that day and Weekends DO NOT count as days. They do not ship expeditied packages on weekends. Sorry to play devils advocate but, that is the way it goes ordering near a weekend.
04-01-11, 04:46 PM
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Odd, couple years ago I had the exact same conversation with Nashbar.
I refused the package and that was the last order I ever placed with them.
I refused the package and that was the last order I ever placed with them.
