Gear4bikes.com - My Experience (not good!)

paul_w · L Plate Warrior Joined: 28 Jul 2006 Karma :

I've been lurking here a while. Sorry to make my first post here a moan about an online supplier, but I am really not happy with gear4bikes.

I ordered an Abus 59 Plus Granite chain and padlock from Gear4bikes last wednesday. On Thursday morning I came across some information on the internet that provided details of how long various chains/padlocks stood up to bolt croppers and portable hydraulic bolt croppers (as tested at the NEC last year) the Abus chain that I had ordered lasted only 12 seconds Shocked

and I had just paid over £200 for this Evil or Very Mad

So I decided to cancel my order, however I already had a mail from gear4bikes.com saying that the chain had been despatched, I mailed them back (this is just 10am in the morning on the same day) asking if they could please cancel the order and that if it was too late to please let me know how to go about returning the item as I no longer required it. Within 5 minutes I had a reply basically telling me that the item had already been despatched and that should have it in the next day or so, no mention of how to return it. I replied saying fair enough, however I will be returning the item so please send me a returns note.

No response at all, so the following day (yesterday) when the chain arrives I pack it up and send it straight back via parcelforce together with a copy of the invoice and delivery note, I also email gear4bikes to tell them this, no response again.

Today I track the parcel to see if it has been delivered, and lo and behold I see that they have refused to accept delivery of my package. I email again to ask them to explain why they have refused to accept delivery, and also ask them to please respond to my emails, stating that if I do not hear from them I will contact my credit card company to place a dispute on this transaction, and also will contact trading standards regarding their apparent non-conformity with the distance selling regulations (these basically state that any sales over the internet require the seller to give the customer a 7 day 'cooling off' period whereby the customer can return the items for any reason whatsoever) again no response at all from gear4bikes.

So I guess I will have my return package sent back to me by the courier I used......

However I am not going to let gear4bikes get away with this appalling lack of customer service and apparent disregard for consumer protection laws. I have emailed them to tell them that they can arrange to have the package collected from me at their own expense and that I will also raise a dispute with my credit card company on Monday. Again no reply...

I really can't believe that an internet company such as this can behave in such a way, ignoring all my emails. Do they not realise how word gets around on the internet about such poor service?

I see that they do not provide a contact telephone number on their website, I guess I should have realised that there was a reason for this...

My advice would definitely be DO NOT use gear4bikes.com

0ddball · World Chat Champion Joined: 15 Jul 2005 Karma :

I thought the name rang a bell. He's about 3 mins away from my house. I thought it was an actual shop so went there only to find the guy trades from his house.

Nothing wrong with that of course but his website gives the impression that he runs a fully established parts and accessories shop which isn't the case. I'd rather deal with a professional set up, especially if i was handing out my credit card number.

tatters · Exxon Valdez Joined: 05 Jan 2004 Karma :

Others on here have had problems with them, l would,nt touch them with a barge pole, best bike parts/bits supplyer l,ve ever used is www.patternparts.net cheap prices and very fast cheap postage.
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instigator · Super Spammer Joined: 19 Oct 2004 Karma :

I think the service he runs is fantastic and prices are very decent indeed. I think Ste also had problems with the company but you hear horror stories about every business really. I've used them 4 times, all items have arrived very quickly indeed.

Now I don't know what the statutory rights are concerning you and this purchase but surely you should do your bloody research before you purchase? Rolling Eyes

Hope he has some sort of re-stocking fee set-up on customer returns.

Misc · World Chat Champion Joined: 15 Aug 2005 Karma :

If you get it sorted then saved £100 & get Almax.
Email him saying you know he sells from hes home & you willpersonally bring the boots back.

True Blue · World Chat Champion Joined: 10 Feb 2003 Karma :

Ant · World Chat Champion Joined: 24 Feb 2003 Karma :

i've used him and never had a problem, but then i never had to take anything back!
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Retro-Man · Traffic Copper Joined: 21 Aug 2004 Karma :

I was led to believe that the distance selling law only affects insurance based products so is not applicable here

By Law you have entered a contract, by advertising the part he has given an invitation to treat, you have agreed considerations in terms of your online order and he has accepted in terms of his email order acceptance. all this forms part of your contract.
look at your email acceptance or online order and see if terms and conditions are available regarding returns. your best hope is that some of his terms and conditions could be considered either in breach of your statory rights or deemed unfair, but this normally involves a letter from a solicitor (not worth it)

realy unless the goods are of unsatisfactory quality, which they are not you are stuffed.

in real life a company interested in good customer service would exchange your item no questions asked.

got to agree with intsigator though should have done your research before purchase
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True Blue · World Chat Champion Joined: 10 Feb 2003 Karma :

True Blue · World Chat Champion Joined: 10 Feb 2003 Karma :

MattEMulsion · World Chat Champion Joined: 29 Aug 2004 Karma :

Ichy · World Chat Champion Joined: 15 Jul 2005 Karma :

All looks likes a pretty standard returns policy to be honest. Its the fact that he refused the parcel thats the problem, assuming you had the right address? Your credit card company will sort it out, he can't afford to upset them, just takes time.
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True Blue · World Chat Champion Joined: 10 Feb 2003 Karma :

TL666 · Trackday Trickster Joined: 23 Mar 2005 Karma :

Never heard of this company before but they're really expensive.
B*ll*cks to them!

Retro-Man · Traffic Copper Joined: 21 Aug 2004 Karma :

Sorry I had it the wrong way round general insurance is not included as it is subject to its own regulations (currently FSA)

https://www.egos.co.uk/legislation/Consumer_Protection__Distance_Selling_regs_2000_as_amended.pdf

the excess charge of 25% could be considered legally as an "unfair term and condition" under the unfair terms in consumer contracts regulations 1999

under which he would be expected to charge only "reasonable" costs which hemay be expected to incur in accepting return of these goods
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jamieclayton9 · Nova Slayer Joined: 01 Feb 2006 Karma :

just got this off the website for info for you mate

Returns Policy All returns can be arranged with Customer Services via email at [email protected] prior to sending.

We accept the return of non-defective items only if they are unopened and in their original condition. A handling charge (of up to 25%) may be imposed at our discretion on the return of non-defective items

he could screw you right over on it mate. cheers. jamie
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coolfox1 · Scooby Slapper Joined: 14 Apr 2004 Karma :

He sounds like a night mare !

One to remember to steer clear off. I had a look at the prices for my bikes and most things were the same price as I pay from my local bike shop and others were more expensive, add the postage and he's over priced.

Ian

Delvard · Traffic Copper Joined: 22 Jul 2005 Karma :

Had dealings with a couple of pr!ck online companies, not wanting to accept items for return. Always passed the details to the credit card company and have always had a full refund. As a side note, I never use switch cards to pay for anything online as the support is nil if any problems occur. Credit cards aren't all evil Wink

And yeah you only find out how good a company is when problems/ issues arise.
Yeah sure research before the purchase would have been a good idea but that doesn't change the entitlement to a full refund.
And as for refusing to accept the parcels return Rolling Eyes

pathetic.

Andy Cool

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instigator · Super Spammer Joined: 19 Oct 2004 Karma :

rossidude46 · Borekit Bruiser Joined: 21 Feb 2005 Karma :

contact the local trading standards for the area where they are based. a visit from them will soon put things right.

also if the lock/chain has been tested and found to be easy to open/break than it could be argued it's not fit for the purpose. anyone have a legal opinion on that?

Retro-Man · Traffic Copper Joined: 21 Aug 2004 Karma :

fit for purpose is a tough one

unless the buyer specified he needed the chain to last for more than 12 seconds then the chain would be deemed

"fit for the purpose for which it is commonly used"
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Cillit-BANG · World Chat Champion Joined: 05 Oct 2005 Karma :

2 things really.

I would be very pissed off and think you are totally right to go ape.

Have you seen the size of the new Almax chain? 19mm links. I have the older 16mm version and that's huge!

Hope you get it sorted. Thumbs Up

anders · Banned Joined: 17 Sep 2005 Karma :

The main points here:

1) he must take back returns and issue a full refund including the postage fee to you (not the postage charge to return the item)

2) by law he is NOT allowed to charge a handling fee.

If he doesn't budge go to credit card company ASAP.
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Retro-Man · Traffic Copper Joined: 21 Aug 2004 Karma :

Must he....Really?

he should, I agree in the interests of good business

but I'm not sure about Must

And he definatley can charge a handling fee, it just has to be "reasonable" and based on actual costs of handling

What seems to have been forgotton here is the buyer has entered a contract to buy the product, the product has been delivered as promised, completing the contract.

There is no fault with the product

The buyer wants to break that contract by returning the goods to the seller, expecting the seller to pick ap any associated costs even though any blame lays entirely at the buyers feet as he simply changed his mind.

https://www.egos.co.uk/legislation/Consumer_Protection__Distance_Selling_regs_2000_as_amended.pdf

section 14.5
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anders · Banned Joined: 17 Sep 2005 Karma :