GriddleCakes

Drawn in by some seriously low prices, I placed an order from Manitou Bikes this fall. My credit card was charged for the order within 24 hours, and an automated email was sent with an invoice. Shipping options only offered UPS, which is easily twice as expensive as USPS for small packages to AK, so I chose the 'will call' option. I explained in the comments section of the order that I would prefer to go through USPS, and said that I would call immediately to arrange shipping. So I also called the phone number listed on the website; and called, and called, and called, and called.

The number leads to a phone tree. The option for website customer service is a recording saying that live customer service is not provided, please email. The physical bike shop customer service leads to a full mailbox (despite repeatedly calling during early morning and mid-day, Manitou Springs time, no one ever picked up), and the other menu options (charities, it sounds like) lead to automatic hang-ups.

Then I tried email. No response. I emailed three times over the course of two months, and didn't get a response. In the meantime, I read several accounts on mtbr.com about slow and dissatisfactory customer service. And while my emails went ignored, the Manitou Bikes facebook page was updated three times.

After two months of zero feedback regarding my order (when it would be shipped, if it would be shipped, anything, despite having charged me for the order), I finally emailed them stating that I would be contesting the CC charge for failure to provide service. Within two days I received a one sentence email saying that my order had been cancelled. Nothing in the email told me about the status of my money (which had been refunded, thankfully), an explanation about the lack of communication, an apology, not even a "have a good day"; just a "your order has been cancelled".

The shop refunded my money, and wasted two months of my time. Because I got my money back, I'm disinclined to think that the site is a scam; rather, I think that whomever runs the shop is in over his/her head, and abysmal customer service is the result.

Beware.

Retro Grouch 

That's the way it sounds to me too. It's good that you got your credit card charge reversed.

JanMM

www.manitoubikes.com seems not to work.

You're not the first to have problems: https://forums.mtbr.com/where-best-de...re-732684.html

I would have been disputing the charge with my CC company long before two months.

fietsbob

Wonder if the name was sold , and has little relation to the prior company, now.