Initially, I placed an order on June 1st for front and rear 240mm rotors for my UB brake conversion. The order was delivered on June 5th, which was satisfactory. However, upon opening the package upon returning home to complete the bike’s modifications, I discovered that I received only one rear rotor and an additional component that I did not order. Upon examining the component, it appeared to be a front brake mount.
I promptly sent an email to the company, informing them that I had received an incomplete order. The email stated that the order was sent correctly and that the item I did not order was included.
The company responded, asserting that I was mistaken and that I had received the entire order, which was correct. I requested that they provide me with the pictures of the items that were removed from the package.
The next response indicated that the company appreciated my attention to the matter. According to the packing slip, I had received everything and that the order had been delivered. The company stated that they understood my concern about the missing front rotor and would investigate the matter.
I questioned the company’s inability to see the pictures that I had sent. A representative named Lance emailed me, apologizing for the error. Lance informed me that the correct item would be sent to me on Monday morning, and that I would be contacted shortly thereafter.
I was relieved that the issue had been resolved. However, on Monday afternoon, during Easter time, I received a return label. I then received a follow-up email from Cole, who instructed me to return the incorrect item first and provide proof of acceptance before shipping the correct item.
I responded to Cole, explaining that I had a printer and worked early mornings and late afternoons, which meant that the post office was closed. I suggested that the item could be placed in a dropbox and sent to me. However, I emphasized that it was the company’s mistake, and I would expect to receive my package first, as I was the one with the downtime and waiting.
In response to Reed’s statement that previous transactions have not involved incorrect item returns, I respectfully disagree. The issue at hand pertains to the incorrect item that was sent to me. While I acknowledge that you may have sent the wrong item in the past, it is unfair to compare my situation to those transactions.
I have already communicated with you via email, informing Lance that my item will be dispatched on Monday morning. We will remain in contact. I do not require the incorrect item that was sent to me. While I am capable of retrieving it, it is unnecessary for me to initiate the return process. The situation is entirely your fault, not mine.
Furthermore, your assertion that you have not received a return item previously suggests a systemic flaw in your system that consistently sends out incorrect items. I have observed numerous videos demonstrating your process of scanning each item to ensure it matches the order. Therefore, I am unable to identify the source of the error. It is imperative that you retrain your shipping personnel to rectify this issue.
Given these circumstances, I regret to inform you that I will no longer engage in business with your company.
