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Discussion Starter · #1 · (Edited)
I am so frustrated right now with Supergo.com that I'm about to go postal on them. The last 2 or 3 orders I placed with them have managed to get screwed up and when I call customer service I get nowhere. By the time I'm done I feel like reenacting the final shoot-out scene in Scar Face. Only I?m Al Pacino and the other guys are Supergo.com customer service.

This is why:

(8-4) About 2 weeks to the day now I call in and order an Iron Horse SGS DH Team. They had me talk to their bike techs to choose a size. The say I would be best on a large. So I place the order for a large. That evening I talk to a friend that has a large and he says its to big and he wished that he ordered a medium and he's taller then me. So I post the question on this board and I get a pretty unanimous response that I should get a medium.

(8-5) This is where the fun part starts. So the very next morning after placing my order I call them up and tell tem I would like to change the size of my bike. I'm told that they weren?t sure they would see what they could do. I ask them if it is a problem could you please give me a call. They said yes.

(8-9) Monday morning I send an email to customer service asking if there was any problem. All day I get no response. So around 5 or 6 pm I call them up and I ask if there was any problem with switching my order. They say sorry cant do. I say did it ship? The say no. I say why can't it be changed? They say it's just the way the order process works. At that point I'm thinking what the hell, I can't use a large. So we go back and forth a few more minutes and I?m told I will have to place an order for another bike and wait another week or so, plus put another $2225.00 on my credit card. This is where my blood starts to boil.

At this point I figure I'm getting nowhere and getting no info that is useful. I ask for the manager. He calls me back in a few minutes and tells me he will see what he can do and that he would follow up with me in the next day. He keeps his promise and calls me the next day to let me know he was able to make the change and he would get it out soon.

(8-12) Thursday I get my package in the mail and I'm siked as hell to put this puppy together. Of course there has to be more problems, the seat post clamp is missing, the rear disk is bent and the seat has a tear in it. I bend the disk back best I can and replace the seat since I didn't really like it anyway. All I wanted was the clamp. So I call and talk to the bike tech's and they say they will get another clamp out 2 day express.

(8-17) No clamp as promised

(8-18) Still no clamp so I call Supergo.com. They tell me that they are trying to track down my clamp. I ask when I can expect my clamp. I'm told they have no idea (like always). I ask if they can just send me one they have in stock. I'm told no, it doesn't work that way. We go back and forth again (same woman as 8-9) and at that point I just ask her to have Chris the manager back. I haven't heard back yet.

I just cant believe the crappy service I get from a company that I spend thousands of dollars at every year. But this is it, never again am I ordering from Supergo. I said that last order I mean it this one.

All they had to do from the beginning instead of stonewalling me was to say she would pass the matter on to her manager and have him contact me. That would have saved me a bunch of aggravation in the beginning. The fact that they never contacted me and planed on shipping the large anyways really upset me. Now they can't even make good on a small part and now I have to go spend another $30 after spending $2200 on a bike. Its not the $30, its the principal.

I'm done ranting now and if you made it this far then I'm surprised. Thanks for listening.

-dont have time to spell check and sorry about the dupe post
 

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It is stories like this that keep me from ordering from them. I just bought a bike for my Sister's fiance and was very tempted to order from Supergo. The multiple stories of bikes showing up damaged and Supergo not being helpful in fixing the damage, caused me to go elsewhere. I ended up with IBEX who was prompt in responding to my questions, and from all accounts does what is necessary to correct an issue if there is one.
 

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Word

For very similar reasons I only buy from supergo under 2 condtions anymore:

1) I buy from a retail outlet and can inspect my purchase prior to paying.
2) I pay cash and expect no warranty.
 

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I like air!
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Discussion Starter · #4 ·
debaucherous said:
For very similar reasons I only buy from supergo under 2 condtions anymore:

1) I buy from a retail outlet and can inspect my purchase prior to paying.
2) I pay cash and expect no warranty.
I had one condition. If I can't find it anywhere else I would order from supergo. They are the only ones that sold the model Iron Horse I wanted. Granted I'm still happy with my purchase, just not the way I was treated by the supposedly "Customer Service" people.

The thing is they used to be good about 5 or 6 years ago. I would always get my orders right and on time. If there was a problem someone would seem eager to help you. I don't know what happened.

If anything good comes out of this, I hope it's that they improve their customer service.
 

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milhouse said:
I am so frustrated right now with Supergo.com that I'm about to go postal on them.
I just cant believe the crappy service I get from a company that I spend thousands of dollars at every year. But this is it, never again am I ordering from Supergo. I said that last order I mean it this one.
[/I]
You know it's a bad idea, but they are just so darned cheap.

Yeah - their customer service leaves something to be desired, but every once in a while the prices are so damn good you just can't resist.

I'm surprised they didn't offer to have you return the entire bike for a replacement due to the missing seatpost clamp.

You might try contacting Iron Horse's customer service - that's what I did with the problems on my K2
 

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Discussion Starter · #6 ·
forkboy said:
You know it's a bad idea, but they are just so darned cheap.

Yeah - their customer service leaves something to be desired, but every once in a while the prices are so damn good you just can't resist.

I'm surprised they didn't offer to have you return the entire bike for a replacement due to the missing seatpost clamp.

You might try contacting Iron Horse's customer service - that's what I did with the problems on my K2
Hey Towely, Wana get highhhhhhhhhh! :) I didn't want to go through the trouble of returning the bike after all the crap I already went through and the season is coming to an end real quick.

I order from them all the time thinking I'm getting a good deal. For instance the last order I placed from them I needed a cassette by the weekend. I was planning a trip out of state with a few friends. The two LBS in the area only had deore and I wanted XT. So I order a cassette and chain since I always like to replace both at the same time. Their website said both were in stock. Friday I get the chain only. The simple fact that I ordered next day should have given them a clue it was kind of important yet I still didn't get an email or call saying they were only sending the chain (which I didn't even need). So I had to buy a deore cassette locally anyway so it cost me a lot more to order through them.

I always have great service from Jensonusa.com, cambriabike.com and beyondbikes.com. Performance is good most times too. Too bad they own Superblow.
 

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milhouse said:
Hey Towely, Wana get highhhhhhhhhh! :)
Thats the problem, too many Towelies.:eek: Seriously though, I bet they can afford the cheap prices because they hire morons and pay them likewise. Why in the hell would it take a manager to change the size of the bike? ridiculous.
 

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Discussion Starter · #8 ·
rroeder said:
Thats the problem, too many Towelies.:eek: Seriously though, I bet they can afford the cheap prices because they hire morons and pay them likewise. Why in the hell would it take a manager to change the size of the bike? ridiculous.
I dont know if it that they are morons or that their hands are tied by corporate policies. Either way Im not happy. Im just going to bump this thread every week until I get my seat post. And Im sure in the long run its going to cost them more then $30 to screw with me.

I just called again today and spoke to the same person. I was told that they are trying to track down a seat post clamp for me and that I might have to wait until the manufacturer ships it to them and then they would have to ship it to me. WTF! This coming from a company that sells all kinds of seat post clamps. Dont you think by now they would have just sent one out and from their own stock? When i asked to talk to the manager I was told that I dont need a manager to get me a seat post clamp. I had to laugh for a second and reply apparently I do because I still have no seat post clamp a week later.
 

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Suberblo Fountain Valley is the best

milhouse said:
I am so frustrated right now with Supergo.com that I'm about to go postal on them. The last 2 or 3 orders I placed with them have managed to get screwed up and when I call customer service I get nowhere. By the time I'm done I feel like reenacting the final shoot-out scene in Scar Face. Only I?m Al Pacino and the other guys are Supergo.com customer service.

This is why:

(8-4) About 2 weeks to the day now I call in and order an Iron Horse SGS DH Team. They had me talk to their bike techs to choose a size. The say I would be best on a large. So I place the order for a large. That evening I talk to a friend that has a large and he says its to big and he wished that he ordered a medium and he's taller then me. So I post the question on this board and I get a pretty unanimous response that I should get a medium.

(8-5) This is where the fun part starts. So the very next morning after placing my order I call them up and tell tem I would like to change the size of my bike. I'm told that they weren?t sure they would see what they could do. I ask them if it is a problem could you please give me a call. They said yes.

(8-9) Monday morning I send an email to customer service asking if there was any problem. All day I get no response. So around 5 or 6 pm I call them up and I ask if there was any problem with switching my order. They say sorry cant do. I say did it ship? The say no. I say why can't it be changed? They say it's just the way the order process works. At that point I'm thinking what the hell, I can't use a large. So we go back and forth a few more minutes and I?m told I will have to place an order for another bike and wait another week or so, plus put another $2225.00 on my credit card. This is where my blood starts to boil.

At this point I figure I'm getting nowhere and getting no info that is useful. I ask for the manager. He calls me back in a few minutes and tells me he will see what he can do and that he would follow up with me in the next day. He keeps his promise and calls me the next day to let me know he was able to make the change and he would get it out soon.

(8-12) Thursday I get my package in the mail and I'm siked as hell to put this puppy together. Of course there has to be more problems, the seat post clamp is missing, the rear disk is bent and the seat has a tear in it. I bend the disk back best I can and replace the seat since I didn't really like it anyway. All I wanted was the clamp. So I call and talk to the bike tech's and they say they will get another clamp out 2 day express.

(8-17) No clamp as promised

(8-18) Still no clamp so I call Supergo.com. They tell me that they are trying to track down my clamp. I ask when I can expect my clamp. I'm told they have no idea (like always). I ask if they can just send me one they have in stock. I'm told no, it doesn't work that way. We go back and forth again (same woman as 8-9) and at that point I just ask her to have Chris the manager back. I haven't heard back yet.

I just cant believe the crappy service I get from a company that I spend thousands of dollars at every year. But this is it, never again am I ordering from Supergo. I said that last order I mean it this one.

All they had to do from the beginning instead of stonewalling me was to say she would pass the matter on to her manager and have him contact me. That would have saved me a bunch of aggravation in the beginning. The fact that they never contacted me and planed on shipping the large anyways really upset me. Now they can't even make good on a small part and now I have to go spend another $30 after spending $2200 on a bike. Its not the $30, its the principal.

I?m done ranting now and if you made it this far then I?m surprised. Thanks for listening.

-dont have time to spell check and sorry about the dupe post
Though I must admit I have not used their internet service. I would never buy a bike mail order unless I was sure of the size I wanted and I would not leave sizing up to a salesman.
Take measurements from your old bike or a friends bike that fits well and compare them to Iron (yuck) Horses specs.
 

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Supergo's mail order center used to be here in Santa Monica CA, but I rode by on my to the beach and noticed it's all fenced up and closed now. Must've moved it to where ever the Performance warehouse/call center is.

The sales guys are friendly instore, but when an issue comes up outside of just ringing up your order, then it can get funny. I was instore with my then Weyless XP frame.

I returned a Weyless XP frame during the week for two reasons:
- came with the wrong length 5th Element Air shock
- bad service when I was there instore trying to initially exchange it
 

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Don't know about you but I leverage the fact that I payed by credit card. You ordered a bike and it came damaged and incomplete. Why did you pay? I would call Supergo and tell them the bike is incomplete and you'll dispute the charge with the CC company until you get the missing/damaged parts replaced.

I've done this on several occasions with other companies when things were damaged, lost in transit, etc. You WILL get their attention when you tell them they won't get paid. When you pay up the pressure is off to satisfy you.

Worst comes to worst, they don't send the parts and you tell them to take the bike back and that they pay for shipping. Call the CC, explain the situation, and tell them you'll refuse the charge.

This isn't being an ass, it's your right as a consumer. Would you take delivery of a new car that had dings and was missing a steering wheel?
 

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i usually buy from supergo. my stipulation is that i live in flag and drive to chandler and buy from the store. don't bother ordering by phone, things always get screwed up with 2 dollar an hour idiots manning the orders and such. it's kind of like dealing with the cable or phone comp.
 

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You payed by CC so just call your CC company and stop payment untill everything gets straigtened out. Get a new rear disk too. you will never be able to straigten it by hand well enough. You need the right tools to straigten a disk properly.
Also this is what you get for dealing with mail order companies. If you bought it from a bike shop it would have been more expensive but it would have been profesionaly assembled(as long as you went to a decent shop). It would have fit you properly the first time and swapped stems till it fit correctly.
 

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Discussion Starter · #14 ·
Ok, I reported the bad, now its only fair I report the good. Its Saturday afternoon and I get a knock on the door from FedEx of all people. It was my seat post from Supergo. I don’t know whether to be happy I got it or still pissed at the trouble I went through.
 
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