Bald Paul

70 years old. I'm riding a carbon fiber, Ultegra 11 spd Di2 bike with carbon wheels and rim brakes. Thought it was about time to upgrade to something more current. I found a carbon fiber bike with the new 105 Di2 groupset on a direct to consumer site. I studied the geometry charts and, based on numbers recommended by my pro fitting, decided that the Small frame size was closest to ideal.
On the website, you have to fill in all your measurements so "they" can decide what size you need. Okay, I have all those printed out from my fitting as well. Then I entered "SMALL" in the frame size and completed my purchase.
I got a phone call the next day. "Hello, this is XYZ Bicycles confirming your order. You ordered this model with the 105 Di2 and a Medium frame."
"Uh, no, I want a small frame size."
"Well, according to our fit expert, you need a medium."
"I've looked over the charts. I have long legs but a short torso. A small fits me better."
"Hold on, let me transfer you." - "Hi, Paul. According to your size, you need a medium frame."
"I've had a pro fitting. The small frame size is pretty close to ideal for me."
And then the 20 something sounding fit expert said it. "Well, we've been doing this a long time. We're experts, and I'm telling you, you need a medium."
I cancelled the order.

freeranger

Possibly just as well. With the small print stating that parts are subject to substitution, the current parts shortage, and some of what I've been reading re:bike orders, who knows what you may have ended up with. Speaking for myself, if I'm buying something, I want to know exactly what it is I'm paying for. Even if xyz confirmed all specs were going to be accurate, the insistence that you were ordering the wrong size, and being transferred from one to another, trying to sell me a size I didn't want, would have led to a cancellation. Maybe the shop had mediums available but no small. Makes me wonder.

Iride01 

Despite thinking I know what size and geometry bike will fit me, I still will probably shy away from purchasing something I can't try on first.

As the reseller model of bike shops continues to be whittled down by online sales, I wonder if bike shops might just become someplace where bicycle makers put bike frames of every model and size with basic low tier groupsets for us to try out then order the bike we like dressed up with the tier model groupset and color we crave.

Wildwood 

Good to cancel.
Your current set-up is fine for 1 more season. Ultegra 11 electric might even last beyond that.

Never heard of a company failing to take an order.
Any history with them?

Reflection when given advice is sometimes prudent. Although the current pro-fit trend is toward smaller frames. Stiffer and lighter, too.

Maybe reward your good decision with some lighter wheels+tires?

big john

Seems ridiculous. They can suggest a size but if you know what you want why would they argue with you? It cost them a sale. Did they try to reach out after the fact?

Bald Paul

Yes, I got a call the following day. They explained that they had a 'try it for 30 days' policy, but that only applied if you got the frame size they recommended. I told them to expedite the reversal on my credit card so I could order a new bike.

Polaris OBark

The only possible way that purchase would be an actual upgrade is IF you want disc rather than rim brakes.

big john

That just seems wrong.

njkayaker

Hmm.

Bald Paul

Yes, disc brakes and wireless connection from the brifters were the reasons I was looking at the bike, and of course, the 105 Di2 is less expensive than Ultegra Di2. Braking with rim brakes and carbon wheels doesn't give me the warm fuzzies, especially when wet.
I've looked further in my search, and think I've found another brand/model that is about $500 more, but it includes carbon wheels with disc (vs. alloy with disc on XYZ.) Seems well worth the extra $$$.

rumrunn6

so if there was any lingering doubt, they call you back, to be sure you knew what complete & utter ******** they are

Bald Paul

Yeah, that call pretty much sealed their fate.

Polaris OBark

So who are they?

Bald Paul

I would rather not say on a forum. You never know who - or whose lawyers - are watching.

himespau 

Sounds lik eyou made the right choice.

BlazingPedals

... or dry lube instead of wet... <g>

You're upgrading only to get slightly newer components? Do the new components have tail fins or something?

Bald Paul

I'm upgrading because I feel like upgrading. Do any of us have to rationalize buying a new bike?

Bob Ross

Well, which is it?

DiabloScott

Proposed response: I know you guys are experts and everything, but I've had a professional fitting and I've been riding since your DAD was in diapers.

And if you can afford it you don't need any reason to buy a new bike except that you want one.

CAT7RDR

I wonder if this call was recorded for training purposes.

Bald Paul

"And here is an example of what not to say to a potential customer willing to drop thousands on one of our products."

tomato coupe

I'm guessing they have seen a larger number of returns when people purchased frame sizes that don't fit their formula.

rumrunn6

overall, how disappointing. I know what it's like to be in the final stages of an expensive purchase process & then have the wool pulled out from under you. it takes a lot to get to that point

GamblerGORD53

Pffffft. The kid is right. Tell him to sub a 80 mm stem and send the medium.

tomato coupe

Yes, but it's not as bad as when they pull the rug over your eyes.