ComplaintsforPlanet Cyclery
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a helmet on the S10 of July received it on the 5 of July. I ordered a large and received a small . The company did not want to exchange it or return it after contacting them .Initial Complaint
09/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased a Sram groupset for my gravel bike for over 800$.When the goods arrived the rear braking was leaking. After further investigation I realized the banjo bolt was stripped from the casing. I didn't even got to ride the bike once.Contacted the seller and the runaround started: the are telling me to go to an authorized sram dealer to get the part checked, if indeed is defective I will get a new part. Well unfortunately it doesn't work like this, you are telling me to go to ***************** (that I didn't buy anything from) and ask to write a report on the part? for free? in what planet do you live?On top of that, the part was sold as new but was used, that's the only way to strip ***************** will not stand behind their products, buyer you have been warned, this company is a scam.Initial Complaint
09/02/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a shimano ultegra **** 11s 50-34 bicycle crankset from planetcyclery l.com for $211.77. I received the incorrect item. I received shimano **** 11 s ***** from planet cyclery which is incompatible for my needs. Bicycle parts are very specific in form and function. I did not notice it was the incorrect item until I had opened its packaging and started installing it. I then contacted planet cyclety to ask for a refund or the correct item to be shipped. They responded by telling me to pay for shipping back to them and that with no exceptions would a refund be given to an item that had been installed. Now I understand their policy , however they did not send me what I paid for.They had they opportunity to apologize for sending the wrong item and make good on honoring the terms of the initial transaction. However, they chose to hide behind a bogus return policy to justify advertising one item and then shipping another. They have tried to place the responsibility upon me, the customer, to guarantee the return of my money. But , in reality, planet cyclery holds the responsibility to make good on the terms of the transaction. A business cannot advertise an item, sell it online and then ship an entirely different item. This is probably illegal in some way Id assume. The item advertised and the one shipped are not like-kind at all.I would like planet cyclery to refund my money as they did not send me what I paid for.Business response
09/13/2022
Hello,
In regards to this complaint by *************************, we directly sent the customer a return label and return authorization. I think there was confusion that he thought he would have to pay for those shipping charges and return fees, but we did not explicitly tell him that.
I have followed up with him regarding this return and invited him to use the pre paid return label to send this item back to us for a full refund.
Kind Regards.
Customer response
09/15/2022
Complaint: 17901814
I am rejecting this response because:1) The response is not true. Their initial email response to me is included below which explicitly states that my return would not be processed. Explicitly stated in their initial response "Note: An item will not qualify for a refund if it is not in the same condition as it was received. An item that has been installed will be ineligible for refund - with no exceptions. If the above condition is not met, the item will be returned to you at your expense and the item will not be refunded." I did not notice it was the wrong product until i began installation. I had assumed they sent the item I paid for.
2) I understand that after I initiated proceedings with the better business bureau that they decided to, partially honor my return rand refund my money once they have received proof of shipping of the incorrect item sent to me. However, the initial blanket response was done it bad faith. Initially, they tried to bully me into accepting the incorrect item and to take my money. One could assume that most consumers would see the response and settle for the incorrect item sent and decide they were out the money and move on. I will not settle for that. I would like them to 1) SEND ME THE CORRECT ITEM. or 2) REFUND MY MONEY.
3)Their current demand to return the incorrect item they sent me in exchange for the refund is irrelevant to the initial transaction. I paid $211 for SHIMANO 6800 11s 50-34 as advertised and sold by their website. They did not send it to me. Whether they have made errors in their shipping department or are FRADULENTLY advertising items they do not currently posses for sale, is not my business. They did not fulfill their obligations according to the sales contract.
4) Planet Cyclery has responded to me and said they are sold out of the item I ordered and will refund my money when I send the incorrect item back to them. I refuse to do that as I do not trust their business practices. I have no guarantee that they will refund my money. And why should I have to do anything before they refund me? How is that my responsibility? I paid in full and up front. I have done nothing wrong. As far as I can tell through my current experience, they fraudulently advertise items they do not possess and then punt off "similar enough" items to unsuspecting customers.
5)Planet Cyclery is in direct violation of their sales contract with me. They have not sent me the item I PAID for several weeks ago and are trying to hide behind some bogus return policy.
6) Planet Cyclery needs to return my money. I have nothing to return according to our sales contract. They still have not delivered the item advertised and sold to me according to the sales contract.
7) It should be noted that almost every other business that transacts over the internet that I have dealt with would have immediately apologized for sending the wrong product and offered a refund or immediately sent out the correct item and politely asked for the return of the incorrect item. Problem would have been solved. Planet Cyclery did none of that. They tried to bully me as a big business and me the small consumer. Planet Cyclery's business practices are flawed at best and abusive and fraudulent at worst.
Sincerely,
*************************Business response
10/06/2022
Hello,
The customer received the wrong product due to an inventory error, and when customer reported this, we offered a free of charge return label.
Customer does not understand even after multiple attempts at explaining, that they will not be charged in any way and will recieve a full refund for their purchase once we have proof we are returning the item.
This customer is obligated to return the product back to the seller to receive a refund, regardless of a part number being incorrect. We have attempted multiple times to get the product back from the customer and they are refusing saying we have "not fulfilled our agreement with them as the seller". We understand a slightly different product was sent due to an inventory error on our shelf, but the incorrect item still needs to be returned before any funds can be refunded.
Please let us know if you need further information.
Kind Regards.
Customer response
10/12/2022
Complaint: 17901814
I am rejecting this response because:
Sincerely,
*************************Customer response
10/17/2022
I reject the companies response entirely on the grounds that they stipulate that I am "obligated" to return the erroneous item sent to me in order to receive a refund. I stipulate under the terms of the initial transaction entered into by myself and planet cyclery, they are obligated to send me the correct item that I paid for or refund my money. They have not sent me the correct item and have sufficiently bullied me and kept my money. Planet Cyclery's claim that the item sent is "slightly different" is an outright lie. Furthermore, I did not force them to send me the incorrect item in the first place. I hold zero further obligation in this situation as I have already paid in full for an item I did not receive. The current obligation lies on Planet Cyclery. I will state once again, it is the WRONG Item they sent. It is not a substitute. The item I intended to purchase and Planet Cyclery represented for sale was never sent to me. I further contend that they fraudulently advertised an item they did not possess for sale and sent me what they claim is a "similar item." Planet Cyclery likely is aware the item is not similar and never actually had the correct item in stock that was represented for sale and I tried to purchase. I do not accept this item as a substitute. I do not accept their response. As a customer, I feel abused, bullied and taken advantage. This is why I approached the better business bureau in order to protect my rights as a consumer and to hopefully prevent further abusive situations occurring to other customers.Initial Complaint
05/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
**** order ************** for mountain bike handlebars listed as new arrived with multiple scratches, gouges, scuffs and marring. Items was listed as new condition. April 29- submitted return request with 9 pictures of 9 areas of damage May 2- Planet Cyclery offered $15 refund, for an items that was $29.35 May 2- I declined return May 4- Planet Cyclery approved return with me paying return shipping.They have not answered why I am to pay return shipping for an item they send out in this condition. If it arrived as advertised, this would not be an issue.Business response
06/07/2022
Hello,
We apologize for any confusion in this matter. The concession was an offer to possibly resolve without shipping. We did in fact refund this them on 5/16/22, once the Customer Reached out to request return postage (which was more than the items worth).
We have fully refunded the transaction.
Kind Regards.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.