New bike day goes wrong
#1
Ride 2 wheels
Thread Starter
New bike day goes wrong
I was quite excited that my new bike was scheduled to be delivered today. I ordered a Canyon Endurace CF 105 Di2. When I got home I opened the box to find a nicely packed light blue shiny new bike. I get to the point where I am installing the seat and post and notice an M on the seat tube. Only problem is I ordered a small. They sent me the wrong size and now I see that the size I ordered is out of stock. I am gutted. I don’t know if I should take it to the lbs for a bike fit (which I intended to do anyway) and see if we can make it work or send it back to Canyon. I have no idea what the return/exchange process is like with Canyon. Ugh, so disappointed.
#2
They need to make it right. Their sizes run crazy, and in the wrong direction. I take a "medium" or 54.5 in normal bike sizing; Canyon says I need a small. If you have long legs it might work, but you pay a lot for something like this, so it needs to fit perfectly. If they are sold out, they should give you what is in stock in your size at a superior trim level.
Taking it to the LBS might not go over too well. At the very least, expect some snark unless they are very very polite and professional. (One of the primary reasons to buy at a LBS is so you leave with what fits, and what you ordered.)
Taking it to the LBS might not go over too well. At the very least, expect some snark unless they are very very polite and professional. (One of the primary reasons to buy at a LBS is so you leave with what fits, and what you ordered.)
#3
Senior Member
Join Date: Dec 2019
Location: 757
Posts: 11,650
Bikes: Madone, Emonda, 5500, Ritchey Breakaway
Liked 5,580 Times
in
2,383 Posts
Don’t “force” the bike to fit you. They need to make it right.
#4
Method to My Madness
Join Date: Nov 2020
Location: Orange County, California
Posts: 4,140
Bikes: Trek FX 2, Cannondale Synapse x2, Cannondale CAAD4, Santa Cruz Stigmata 3
Liked 1,699 Times
in
1,166 Posts
If your height -- yes, I know height alone does not determine frame size -- puts you near the top of the range of S or in between S and M, it does not hurt to make a few adjustments to see if the bike would fit you, but otherwise, don't force the bike on yourself.
Likes For SoSmellyAir:
#5
Just Pedaling
I've always preferred a bike that is "supposed to be" too large for me based on my dimensions. Since you have it, I would finish assembly and at least climb on and do some basic adjustments and see how it feels before I went into panic mode. You never know, you might just like it.
#6
Ride 2 wheels
Thread Starter
Thanks for all of the responses. I am right in the middle of the range for Canyons small size. I can tell by the stand over height that I need the smaller frame so I guess this one is going back. I see that Canyon doesn’t offer exchanges and you have to process a refund for the first bike and place a second order for the new bike. I am not even sure I want to continue my business with Canyon after the mixup. I will be heading to the local lbs’ store see what is out there. It is a shame because this bike is beautiful. Even more impressive in person than in pictures and videos.
#7
Senior Member
Join Date: Jul 2007
Location: South shore, L.I., NY
Posts: 7,316
Bikes: Flyxii FR322, Cannondale Topstone, Miyata City Liner, Specialized Chisel, Specialized Epic Evo
Liked 2,396 Times
in
1,352 Posts
Send it back, do not try to make a wrong sized bike fit, not at this price
Likes For Steve B.:
#9
Senior Member
Join Date: Mar 2022
Location: Missoula MT
Posts: 1,865
Bikes: Handsome xoxo, Serotta atx, Canyon Endurace CF8
Liked 2,065 Times
in
905 Posts
Thanks for all of the responses. I am right in the middle of the range for Canyons small size. I can tell by the stand over height that I need the smaller frame so I guess this one is going back. I see that Canyon doesn’t offer exchanges and you have to process a refund for the first bike and place a second order for the new bike. I am not even sure I want to continue my business with Canyon after the mixup. I will be heading to the local lbs’ store see what is out there. It is a shame because this bike is beautiful. Even more impressive in person than in pictures and videos.
Likes For jadmt:
#10
Ride 2 wheels
Thread Starter
I am interested how they respond. I am on the verge of ordering an endurance cf also in small. My buddy’s girlfriend has a medium and i tried it and it was huge. She is well over 6’ . Curious how long did it take for delivery? I can see them not doing exchanges if it was yiur mix up but being it was theirs they should treat it differently.
#11
That's for returning something due to buyer's remorse or whatever. They sent you the wrong size. You shouldn't have to run their gauntlet or pay a penny for any of this.
#12
Sunshine
Join Date: Aug 2014
Location: Des Moines, IA
Posts: 17,036
Bikes: '18 class built steel roadbike, '19 Fairlight Secan, '88 Schwinn Premis , Black Mountain Cycles Monstercross V4, '89 Novara Trionfo
Liked 8,064 Times
in
4,472 Posts
Thanks for all of the responses. I am right in the middle of the range for Canyons small size. I can tell by the stand over height that I need the smaller frame so I guess this one is going back. I see that Canyon doesn’t offer exchanges and you have to process a refund for the first bike and place a second order for the new bike. I am not even sure I want to continue my business with Canyon after the mixup. I will be heading to the local lbs’ store see what is out there. It is a shame because this bike is beautiful. Even more impressive in person than in pictures and videos.
Companies aren't perfect because people make mistakes from time to time.
Likes For mstateglfr:
#13
Senior Member
Join Date: Feb 2017
Location: Hollister, CA (not the surf town)
Posts: 1,777
Bikes: 2019 Specialized Roubaix Comp Di2, 2009 Roubaix, early 90's Giant Iguana
Liked 1,651 Times
in
582 Posts
I would call them as opposed to email or through their website. If they sent you something you didn't order, it's different from you just not being happy with what you got and wanting to return/exchange. Considering it's their screwup, they may do something to get you what you ordered sooner than waiting for all the processing time of a standard return.
Likes For Ogsarg:
#14
Senior Member
Yeah, call them. This is not a typical return, it is a return because of a definite error on their part. And please let us know what they do.
Likes For Camilo:
#15
First thing I would do is double check your original order to make sure you didn't accidentally order a medium frame. Then I would call them to explain the issue. As above this is not a normal return unless you made a mistake with the order. They should fast track this for you, although there may not be much they can do if your size is out of stock other than put you right at the front of the queue - which is the least they should do.
Likes For PeteHski:
#16
Mother Nature's Son
Join Date: Mar 2016
Location: Sussex County, Delaware
Posts: 3,202
Bikes: 2014 Orbea Avant MD30, 2004 Airborne Zeppelin TI, 2003 Lemond Poprad, 2001 Lemond Tourmalet, 2014? Soma Smoothie
Liked 1,556 Times
in
862 Posts
Do not do any work on it, send it back and get the right size. Even if you mistakenly ordered the wrong size, Canyon should be willing to work with you. If the mistake is theirs, they need to own it, and make it right, ASAP. I am sure this is not a first time for them.
Likes For BTinNYC:
#18
Senior Member
Join Date: Aug 2019
Location: Québec, Canada
Posts: 2,201
Bikes: SL8 Pro, TCR beater
Liked 601 Times
in
453 Posts
Thanks for all of the responses. I am right in the middle of the range for Canyons small size. I can tell by the stand over height that I need the smaller frame so I guess this one is going back. I see that Canyon doesn’t offer exchanges and you have to process a refund for the first bike and place a second order for the new bike. I am not even sure I want to continue my business with Canyon after the mixup. I will be heading to the local lbs’ store see what is out there. It is a shame because this bike is beautiful. Even more impressive in person than in pictures and videos.
#19
Should Be More Popular
Join Date: Dec 2007
Location: Malvern, PA (20 miles West of Philly)
Posts: 43,634
Bikes: 1986 Alpine (steel road bike), 2009 Ti Habenero, 2013 Specialized Roubaix
Liked 9,565 Times
in
4,422 Posts
Agree with everything above. Verify it was not your error (unlikely but this has happened to all of us). Next, call them. This is NOT a typical "return" this was their error/mistake and they should cover shipping for the return and make it right by you with either a full refund or the correct size bike you ordered.
Let us know how it goes?
Let us know how it goes?
Likes For datlas:
#20
Senior Member
Did you specify a S frame when you ordered? If so, and they sent a M because your size was out of stock, that's 100% on them. Send it back and ask for the correct size, or a refund. DO NOT assemble the bike and ride it until you know you'll get the correct size, or your money back.
#21
Senior Member
Join Date: Aug 2019
Location: Québec, Canada
Posts: 2,201
Bikes: SL8 Pro, TCR beater
Liked 601 Times
in
453 Posts
Did you specify a S frame when you ordered? If so, and they sent a M because your size was out of stock, that's 100% on them. Send it back and ask for the correct size, or a refund. DO NOT assemble the bike and ride it until you know you'll get the correct size, or your money back.
Likes For eduskator:
#22
Ride 2 wheels
Thread Starter
#23
Ride 2 wheels
Thread Starter
So I just got off the phone with Canyon customer service. They were very apologetic about the mixup. He did state that I was not the only customer that received the wrong bike and he mentioned it being isolated to the Endurace model. They are currently trying to find the source of the issue. I have a feeling that it is human error because the label on the box was labeled with the correct size of the bike inside the box. I think they just grabbed the wrong one and sent it. I really hope it wasn’t a situation where they were out of small and just sent the next size up.
bad news: no exchanges despite being their fault. I have to wait for them to inspect the bike in California before issuing a refund. He doesn’t know when the small will be available again but he is checking on it and getting back to me. He will let me know when I can place an order.
decent news: he insinuated that people with messed up orders will be able to place orders before they are made available to everyone else. He said they would refund the shipping fee on the second bike ($100 off) and see if there was anything else they could do for me.
I will update the thread once Canyon follows up with me. Still not sure how I want to proceed at this point besides definitely returning the wrong size bike.
bad news: no exchanges despite being their fault. I have to wait for them to inspect the bike in California before issuing a refund. He doesn’t know when the small will be available again but he is checking on it and getting back to me. He will let me know when I can place an order.
decent news: he insinuated that people with messed up orders will be able to place orders before they are made available to everyone else. He said they would refund the shipping fee on the second bike ($100 off) and see if there was anything else they could do for me.
I will update the thread once Canyon follows up with me. Still not sure how I want to proceed at this point besides definitely returning the wrong size bike.
Likes For Trey83:
#24
Senior Member
Frame size numbers and letters are worthless. Know your fit based on stack, reach, and saddle to bar drop. If the frame uses a conventional stem and bars, stem angle and length changes might fix a fit issue. With integrated bar/stem, the stem angle usually can't be changed, so stack changes are limited. Do you know what the exact fit problem is?
#25
Senior Member
Join Date: Mar 2022
Location: Missoula MT
Posts: 1,865
Bikes: Handsome xoxo, Serotta atx, Canyon Endurace CF8
Liked 2,065 Times
in
905 Posts
So I just got off the phone with Canyon customer service. They were very apologetic about the mixup. He did state that I was not the only customer that received the wrong bike and he mentioned it being isolated to the Endurace model. They are currently trying to find the source of the issue. I have a feeling that it is human error because the label on the box was labeled with the correct size of the bike inside the box. I think they just grabbed the wrong one and sent it. I really hope it wasn’t a situation where they were out of small and just sent the next size up.
bad news: no exchanges despite being their fault. I have to wait for them to inspect the bike in California before issuing a refund. He doesn’t know when the small will be available again but he is checking on it and getting back to me. He will let me know when I can place an order.
decent news: he insinuated that people with messed up orders will be able to place orders before they are made available to everyone else. He said they would refund the shipping fee on the second bike ($100 off) and see if there was anything else they could do for me.
I will update the thread once Canyon follows up with me. Still not sure how I want to proceed at this point besides definitely returning the wrong size bike.
bad news: no exchanges despite being their fault. I have to wait for them to inspect the bike in California before issuing a refund. He doesn’t know when the small will be available again but he is checking on it and getting back to me. He will let me know when I can place an order.
decent news: he insinuated that people with messed up orders will be able to place orders before they are made available to everyone else. He said they would refund the shipping fee on the second bike ($100 off) and see if there was anything else they could do for me.
I will update the thread once Canyon follows up with me. Still not sure how I want to proceed at this point besides definitely returning the wrong size bike.
Likes For jadmt: