Just received my new Trance X 1 from bicycle warehouse yesterday. As soon as I opened it and pulled it from the box…I saw the damage. The rep said it happened in shipping, which is obvious, but it’s because of the way they repacked it after building it. It’s scratched pretty bad down to the metal. But no structural damage other than cosmetic. Still…sucks. Waiting for them to tell me what they are going to offer for resolution. Whether that be money off, repair or replacement.
What would yall do / accept in this case?
by SpacedOrb
21 Comments
Show your upset but ultimately nothing you can really do. If its not their fault then it’s as much of a headache for them as it is for you. File a claim with the shipping company and see if reimbursement of some sort is possible. If not see if seller is able to give some sort of reimbursement. You wont have to worry about your first scratch though🤣
is it a brand new bike?? should be under warranty for starts. You should be able to send this back and receive a ne wone, it sucks having to send it back when your excited to get it out the box and ride it. something similar happened to me, the derailer wasn’t secured on to the fame properly and came loose in transit and scratched loads of the bike – they came and picked it up 2 days later and sent me a new one a few weeks later. not ideal but they handled it well.
Send it back, it’s on the shop to pack it safely for delivery. That will have a substantial impact on the resale value and a bit of a discount is not going to cut it.
Ask for a *significant* discount (their margin is likely around ~30% and they will know that it will be difficult to sell if you return it) and get some black car touch up paint.
If they won’t give you a discount you’re happy with, return it for a refund or replacement.
If Bicycle Warehouse are difficult, you may be able to do a chargeback on your credit card.
Honestly, if they can’t sort it out within two weeks I would request some of your money back and repair the scratches myself. Shouldn’t be too hard with some accurate paint, clear coat and polishing. I wouldn’t wait for months until they figure out a replacement for you.
I wouldn’t accept it. I like to make my own scratches
Send it back and have them send a new bike. Let them deal with the shipper etc. If you used a CC, then threaten to chargeback.
Resale value instantly hit if you try to go with a discount, etc.
From their site: “At Bicycle Warehouse your satisfaction is our top priority. We understand the importance of your happiness with every purchase, which is why we proudly offer our 30 Day Love It Guarantee for your unused gear and 14 days on all bikes. Our exchange and returns process is quick and easy. ”
Return it. Get a different one. Request the return now.
I had something similar. They offered me $100 discount (on a $2500 frame), which I found not enough so I got them to order a new frame. I think if they offered me >$300 I would have taken the money, but I think I would have regretted that every time I rode the bike. Maybe at $500 it would make sense to take the money..
Send that back for exchange! That’s unacceptable and any company worth their salt would want to make that right.
send it back. I just went through this and super glad I sent mine back and got a replacement.
Contact them. See what they say. If they won’t give a steep discount send it back and have them send another.
I know it sucks, but ultimately it’s a mountain bike and you’re going to get scratches on it. I would try for a discount, but this will just take the sting out of getting your first real trail scratch. Get out there and shred!
No way I’d accept this bike without a significant discount(30-40% off) or some serious store credit (like similar to the value of the bike) to buy other shit. Mountain bikes get scratched but I prefer that be done by me when I hit a rock and fall on my face and not the UPS guy.
I’m waiting on a response from them. So I will update everyone with what happens. I’m dealing with a company called Onward, who apparently does the shipping insurance. But my rep from Bicycle Warehouse is also helping out. So we shall see.
Worst part is I got Ride Wrap to go with it. So that was pretty much $150 wasted 🥲
Are you okay with the damages ? Maybe there will be plenty more and you won’t notice after awhile.
=> ask for a huge discount, but keep the possibility to send it back
Is it the only thing you see ? Does it bother you ? It’s new bike day, it should be perfect and you should be enjoying it 100 %, well 200 % even !
=> send it back immediately
Personnally, I find the scratches quite big and would send it back. It’s a hassle, is sucks, it will take time, but in the end I would enjoyr a “perfect” bike, the one I wanted (hell, deserved even !).
Black Sharpie if they don’t take it back. SEND IT BACK
Any good company would replace the damaged part for you. They can only control how well they package the frame and many companies don’t do that very well. When I bought my Canyon Sender it was packaged to go through WWIII during the shipping process. Not one scratch.
Sheesh that’s deep. Only option in my opinion is they take that back and ship you another bike.. or 50% off.
I bought a polygon t7 received a d7 and they gave away my t7 so they upgraded me to a t8 im not familiar with giant but id recommended seeing if that is possible
I had a similar experience with my ibis shopped through a fancy service. They still scratched my frame a little and bent the derailleur hanger. Shop discounted me 150 and the price of the new hanger and alignment on the old one. Now I have an extra hanger, and I have scratched the bike way worse since then. I didn’t let it bother me too much, but I might consider a return if it happened now.