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Discussion Starter · #1 · (Edited)
I had done the research and agonized over what my next bike would be. I read all the great things that were said about IBEX and its customer service on MTBR. Even with some misgivings, you can check my other threads about the look of IBEX bikes, I decided to take the plunge and get the Trophy Pro. This was even after I originally had intended to buy just the Trophy Comp. So many great reviews about IBEX and the fact that the Comp was sold out with no definite date for restocking, made me decided to go for the much more expensive Trophy Pro.

I placed my order on Friday. Over the weekend I had my anniversary and my wife, knowing I had wanted a new bike for some time, bought me a new Trek. Monday morning, I sent IBEX an email to cancel my order. I get a reply saying that there is a 10% cancellation fee. I reply back that I thought there was a 30 day money back guarantee. 10% would have come out to $138. To me, $138 for doing NOTHING was excessive. I get back a reply from the owner saying that the 10% fee held and that if I tried to take delivery of the bike and return it, I would not have the 30 day money back guarantee. Wow, this guy is already starting to tighten the screws. He was thinking about the cost of shipping back and forth, about $70 versus $138. He wants every cent.

I reply telling him I think $138 is excessive. A credit card chargeback cost what, $20, $30, at most? What did he do to deserve $138? He basically did nothing. The bikes are in a box in some warehouse and hadn't been shipped out yet. It can take 3 days to ship. I would have been more than willing to pay a fair and reasonable fee to cover the chargeback. He sends me following reply,


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Looking at the records here, it appears that my staff spent in excess of 6-hours researching and answering email from you. We also incur man-hours processing the refund and readjusting inventory tracking, as well as processing fees themselves. I hardly call that "doing nothing". Regardless, our cancellation policy is clearly stated on our website. That's the way it is and that's the way it remains.

As far as shipping the bike and then returning it, you are overlooking the fact that we absorb a portion of the shipping cost and have a special deal for oversized packages that does not apply to return shipping. Yes, the outbound charge is $35, but it could cost you as much as $150 for the return shipping. You would also be liable for any damages that occurred during return shipping. Bottom line, I'm not going to allow us to be put at risk by a customer who has proven himself to be insincere and already stated the intent to return. I will not absorb any part of the shipping cost on an order that is not based on the expectation of being a final purchase.
==========================================================


6 hours!!! I sent a total of 5 emails to these people. It's more like 20-30 minutes, if that.
Processing and readjusting inventory tracking?!!!! How much work was done with my one order? Zip, None!
$150 to ship a bike!!! Please, go to eBay, my friends have shipped bikes for $40.
Liability!!!! He's blaming me for problems before they happen.
Insincere and intent to return!!! I had every intention to ride the bike if not for circumstances. He was the one that REVOKED my 30 day money back guarantee.

Bottom line, a good (not even a GREAT) company would have assessed a reasonable fee to cover the chargeback. IBEX must be living on a shoestring budget if they're gonna nickel/dime me. It wasn't really a matter of the money so much as the principle. Charging me an excessive fee for doing nothing made me feel like I was being ripped off. Plus I get the BS reply. Where is the vaunted, understanding customer service that I read all about??? Am I supposed to be paying for all the people who decided that IBEX bikes were crap and then returned them?
 

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I am not sure this is a good reason to stay away from ibex. You had a special situation, where you needed to cancel the order. If that situation would not have arose, you would have gotten you ibex, and likely would have been happy with it. You are right though, $138 is a lot of money to spend on "nothing." A little communication between you and your partner could have helped as well, but i don't mean to acuse you of screwing that up.

I don't mean to seem harsh.

Just curious, what trek did you get?
 

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........................:rant: .....STATED IN THE IBEX WEB SITE..................................

Cancellations:

Cancellation penalty is 10% of the total amount placed on credit card on orders (and reservations) placed and cacelled before shipping. This is intended to cover fees we are billed by credit card companies for processing both the original charge and again for processing the refund as well as in house costs and restocking.

...........................Somebody didnt do their HOMEWORK........:nono:.................
 

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I too agree with rkj, although I feel for you in regard to the $138 (that really sucks) I was convinced the thread couldn't have been about the bikes themselves. Ditching my Iron Horse for an Ibex was one of the best moves I could have made.
 

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Discussion Starter · #5 ·
Take it for what you will. I was suckered into the whole customer service bit. Bikes might be good but right now, I don't trust anything that they say, especially that lifetime warranty. They'll probably squirm out of that too.

I got a Trek 6700. It was a surprise so it was unexpected. Timing definitely sucked but things happened.

rkj__ said:
I am not sure this is a good reason to stay away from ibex. You had a special situation, where you needed to cancel the order. If that situation would not have arose, you would have gotten you ibex, and likely would have been happy with it. You are right though, $138 is a lot of money to spend on "nothing." A little communication between you and your partner could have helped as well, but i don't mean to acuse you of screwing that up.

I don't mean to seem harsh.

Just curious, what trek did you get?
 

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Buyer Beware

Next time read the Payments section. It clearly states a 10% cancellation fee. Not what you want to hear I know, and frankly, I'd be pretty steamed if I were in your shoes. Nothing underhanded was done to you, though. It was all clearly spelled out on their web site. The fee is a mystery to me, especially if it wasn't shipped, but it's definitely there.

http://www.ibexbikes.com/Buying_Info.html#payinfo

Hopefully you and Ibex can work out a reasonable solution. In the meantime, kudos to your wife for doing what she did. Hopefully you'll get many enjoyable miles out of the thoughtful gift she bought.

Bob
 

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Discussion Starter · #7 · (Edited)
Yes I'm pretty irate. There was no resolution, the owner basically said pay up or return the other bike. Return the other bike?? Are you kidding me?

The 10% cancellation is buried at the bottom of one of thoses pages. And it's not on the same page as the 30 day money back guarantee. I can understand a 15% restocking fee but damn, the bike was not even shipped.

Call_me_Clyde said:
Next time read the Payments section. It clearly states a 10% cancellation fee. Not what you want to hear I know, and frankly, I'd be pretty steamed if I were in your shoes. Nothing underhanded was done to you, though. It was all clearly spelled out on their web site. The fee is a mystery to me, especially if it wasn't shipped, but it's definitely there.

http://www.ibexbikes.com/Buying_Info.html#payinfo

Hopefully you and Ibex can work out a reasonable solution. In the meantime, kudos to your wife for doing what she did. Hopefully you'll get many enjoyable miles out of the thoughtful gift she bought.

Bob
 

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I work for a small business and I don't think a 10% cancellation fee is excessive. The time spent answering email and doing research, the fees incurred by running/cancelling the card, correcting the inventory, etc... All that stuff adds up (Plus, they have to take the time to get on here to do damage control!). Even if they only spent one hour answering your questions and doing research, 1 hour is a great deal of money to a small company. Where I work, a 50% deposit is usually required on large jobs and if someone backs out, we usually keep a portion of that depending on the amount of time spent and material ordered.

I just ordered an '07 X-Ray Race last week...I sent 4-5 emails asking about sizing, etc... and after I ordered I asked to have my shipping info changed so the bike would arrive at work (I'll build it up there and ride home! :D )...they had no problem answering my questions and changing the shipping info after I ordered. However, if I cancel the order tomorrow, I'd totally understand having to pay a 10% fee...even though the bike will not ship until the 31st.

If I were you I'd just ride both bikes for a while and then sell the one you ride the least!
 

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Yo GregC,

GregC said:
I just ordered an '07 X-Ray Race last week...I sent 4-5 emails asking about sizing, etc... and after I ordered I asked to have my shipping info changed so the bike would arrive at work (I'll build it up there and ride home! :D )...they had no problem answering my questions and changing the shipping info after I ordered. However, if I cancel the order tomorrow, I'd totally understand having to pay a 10% fee...even though the bike will not ship until the 31st.
:thumbsup:

Glad to hear you went and order your X-Ray, do us a write-up once you get a good ride in..:cornut::D

The best of luck and congratz in advance..:smilewinkgrin:

Jake Pay, POWERED by SRAM Here..:ihih::yesnod::smilewinkgrin::winker::lol:
 

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Discussion Starter · #10 ·
Damage control?? You sound like you work for them. Pretending to be a supporting consumer would be pretty devious.

10% cancellation fee not excessive for doing pretty much nothing? I could understand it if there was some customization and they actually had to do SOMETHING. One of the product reviews for IBEX, I read that a buyer actually was able to get certain parts swapped out and replaced before he bought the bike. Now there I can see charging a cancellation fee.

As for emails, they don't amount to half the length that I see posted on MTBR. Bicycling enthusiasts don't mind talking about what they love. IBEX should start charging for email exchanges that way they don't have to bother with trivial customer enquiries that waste their valuable time.

Another thing the 30 day money back guarantee and 10% cancellation fee conflict, you can't simply revoke the 30 day money back guarantee because you figured the guy is gonna use it to get around the cancellation fee. Clear that mess up.

No I don't want to waste my time picking and choosing a bike and then having to sell the other bike. Trek bike is good enough plus it's the wifey's bike. Get it.

If this sounds belligerent to you, I apologize. I think it's time to go out for a ride. :)

GregC said:
I work for a small business and I don't think a 10% cancellation fee is excessive. The time spent answering email and doing research, the fees incurred by running/cancelling the card, correcting the inventory, etc... All that stuff adds up (Plus, they have to take the time to get on here to do damage control!). Even if they only spent one hour answering your questions and doing research, 1 hour is a great deal of money to a small company. Where I work, a 50% deposit is usually required on large jobs and if someone backs out, we usually keep a portion of that depending on the amount of time spent and material ordered.

I just ordered an '07 X-Ray Race last week...I sent 4-5 emails asking about sizing, etc... and after I ordered I asked to have my shipping info changed so the bike would arrive at work (I'll build it up there and ride home! :D )...they had no problem answering my questions and changing the shipping info after I ordered. However, if I cancel the order tomorrow, I'd totally understand having to pay a 10% fee...even though the bike will not ship until the 31st.

If I were you I'd just ride both bikes for a while and then sell the one you ride the least!
 

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Sorry about this first post but I have to agree with PotOdds.
A restocking fee is applied when a product is pulled and prepared for shipment. In this case, no product was pulled and no product was prepared for shipment. These bikes are boxed and palletted in Tiawan or China. There is no unstocking/restocking involved. This is an underhanded attempt to keep people from changing their minds. This thread has convinced me to not buy an Ibex as I had planned. Sorry Ibex, you lost 2 sales today.
Regards.
 

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WHATS up with you?

QUOTE, PotOdds: " I can see someone arguing for the Trek, ferrari red looks sharp. Esthetically in looks, the seat frames the bike well. It just screams speed.

What do I think when I look at the Trophy? Ever see the generic clipart in some desktop applications? Looks like someone randomly pick one of those and then applied it to the IBEX."END QUOTE..
.........................................................................................................................................
PotOdds, Why did you even order the IBEX,:eek:ut: Three days ago you where TRASHING the Trophy and giving Trek homage over in the Complaint Department thread..:madman:

.............:rant: ....ARE YOU SMOKING CRACK or just an A$$-HOLE!!!.......................
 

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PotOdds, now your getting real close to LIEABLE...

machinehead said:
Sorry about this first post but I have to agree with PotOdds.
A restocking fee is applied when a product is pulled and prepared for shipment. In this case, no product was pulled and no product was prepared for shipment. These bikes are boxed and palletted in Tiawan or China. There is no unstocking/restocking involved. This is an underhanded attempt to keep people from changing their minds. This thread has convinced me to not buy an Ibex as I had planned. Sorry Ibex, you lost 2 sales today.
Regards.
Your own stupidity cost you 10%..Losing sales can get costly:nono:
 

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No

machinehead said:
Pay Here,
Do you own Ibex?
Just asking.
Thank You.
If you read all of PotOdds post you'll see he's not all right in the head...:lol:

.....:rant: ............by the way........WELCOME to the FORUMs.......:band: .......

Theres nothing wrong with IBEX..or the bikes..
Ibex has done nothing wrong or illegal in this sale..
The fault falls on PotOdd for not reading all information provided prier to ordering..
Maybe reconsider IBEX :thumbsup:

Jake Pay, POWERED by SRAM Here...:ihih::yesnod::smilewinkgrin::winker::lol:
 

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PotOdds said:
Damage control?? You sound like you work for them. Pretending to be a supporting consumer would be pretty devious.

...Another thing the 30 day money back guarantee and 10% cancellation fee conflict, you can't simply revoke the 30 day money back guarantee because you figured the guy is gonna use it to get around the cancellation fee. Clear that mess up.
Well, I can assure you I don't work for Ibex! :rolleyes: I do agree with you over the 30 day and 10% thing... the two do seem to be in potential conflict with one another. My point was simply that what may seem like a small amount of time to you, can mean a great deal to a small business. I'm sure they don't mind talking to customers about their bikes, sizing, customizing, etc... they seem like they truly love cycling...but that does not change the fact that it's a business. In your situation, $138 may be a bit excessive but I'd love to see the full record of all emails sent / answered.

Look, where I work, we used to allow customers to come back into our shop and watch as we adjusted whatever graphics, logos, photos, etc... we happened to be producing for them. We stopped doing that because customers would see how fast myself and another guy could manipulate files and would start to come in all the time requesting little favors, etc... (often completely unrelated to the business..."can you crop this photo of my kid?" kind of stuff). After a while, we started to charge for those 5 minute little favors...customers would complain, "but you can do it so fast...I don't understand why you are charging me?". What they don't see is the years spent getting proficient with programs like Photoshop, so that one can be capable of operating at a high speed!...they also don't understand that those little 5 minute "favors" start to add up, and with a small business, that kind of thing can really effect the bottom line.
 

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Discussion Starter · #17 ·
Whoa, verbal attacks and name calling!

The comments about the generic clipart was equivalent to saying the Trophy was BLAND. Hardly a trashing. The comments about the Trek was a counter argument to someone saying the Stumpy was hands down the best looking. That part appears to have been omitted.

In addition, my other posts mentioned that I preferred the Trophy's charcoal gray over the red/white. I lauded the Pro's fork and components. Interesting those comments weren't included.

Basically what it came down to was function over form. Much like Mac vs PC, do you go for looks or performance? I choose to go with function (IBEX) over form because I believed the hype about customer service and bang for buck.

Pay Here said:
QUOTE, PotOdds: " I can see someone arguing for the Trek, ferrari red looks sharp. Esthetically in looks, the seat frames the bike well. It just screams speed.

What do I think when I look at the Trophy? Ever see the generic clipart in some desktop applications? Looks like someone randomly pick one of those and then applied it to the IBEX."END QUOTE..
.........................................................................................................................................
PotOdds, Why did you even order the IBEX,:eek:ut: Three days ago you where TRASHING the Trophy and giving Trek homage over in the Complaint Department thread..:madman:

.............:rant: ....ARE YOU SMOKING CRACK or just an A$$-HOLE!!!.......................
 

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Discussion Starter · #18 ·
I assure you the email exchanges were insignificant. 1000 or so words total.

Your example illustrates my previous point, customization. In my case, there was none.

GregC said:
Well, I can assure you I don't work for Ibex! :rolleyes: I do agree with you over the 30 day and 10% thing... the two do seem to be in potential conflict with one another. My point was simply that what may seem like a small amount of time to you, can mean a great deal to a small business. I'm sure they don't mind talking to customers about their bikes, sizing, customizing, etc... they seem like they truly love cycling...but that does not change the fact that it's a business. In your situation, $138 may be a bit excessive but I'd love to see the full record of all emails sent / answered.

Look, where I work, we used to allow customers to come back into our shop and watch as we adjusted whatever graphics, logos, photos, etc... we happened to be producing for them. We stopped doing that because customers would see how fast myself and another guy could manipulate files and would start to come in all the time requesting little favors, etc... (often completely unrelated to the business..."can you crop this photo of my kid?" kind of stuff). After a while, we started to charge for those 5 minute little favors...customers would complain, "but you can do it so fast...I don't understand why you are charging me?". What they don't see is the years spent getting proficient with programs like Photoshop, so that one can be capable of operating at a high speed!...they also don't understand that those little 5 minute "favors" start to add up, and with a small business, that kind of thing can really effect the bottom line.
 

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PotOdds,

PotOdds said:
Whoa, verbal attacks and name calling!

The comments about the generic clipart was equivalent to saying the Trophy was BLAND. Hardly a trashing. The comments about the Trek was a counter argument to someone saying the Stumpy was hands down the best looking. That part appears to have been omitted.

In addition, my other posts mentioned that I preferred the Trophy's charcoal gray over the red/white. I lauded the Pro's fork and components. Interesting those comments weren't included.

Basically what it came down to was function over form. Much like Mac vs PC, do you go for looks or performance? I choose to go with function (IBEX) over form because I believed the hype about customer service and bang for buck.
What's really interesting is you still wont Pony-up and admit that you messed up by not reading the information provided in the IBEX web site prier to placeing your order.
Then in turn exspected IBEX to give you speacial consideration. Why should they? What makes you so all that?

Step out of yourself and try understanding this from Ibex's point.
Would you give you a brake? I think NOT!

Jack at Ibex is a stand up man! He also reads and post in this board. After your running down of his bussiness and policies that are stated quite clearly in the web site, I dont believe he should or will reconsider your situation..

Time to PONY-UP.........:ihih::yesnod::smilewinkgrin::winker: :prft::ciappa: :lol:

..
 
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