Chain Reaction Cycles... Deceptive Advertising

[billybek]

I do try to buy most of my bike stuff from the FLBS (friendly local bike shop(s)) but sometimes these Chain Reaction Cycles guys had things I wanted or needed at a fraction of the price of the local shops. I had, in the past, ordered semi regularly from them.
Until just the other day.

I have a burr under my saddle after trying to purchase a few things from Chain Reaction.

Never had any problems with the purchases I have made from them in the past but today there was an additional $25 shipping fee attached at the online checkout.
Now here is the thing, on the website it is advertised "Free Shipping" on orders over $75 CAD.
My order came in at $132 CAD. Why isn't the shipping free?

So, I sent an online query to CRC to find out what the deal is with the additional costs.

Here is the response.
"Hi Bill,
Thanks for your email.

I am sorry that our new shipping fees have caused some confusion.

Due to an increase in worldwide shipping costs, we have been forced to review our tariffs for the delivery of goods. As always, passing savings onto our customers is important to us and this is something we have kept in mind when conducting this review.

Postage costs are now worked out using both the value of the order along with the volumetric weight of the parcel. The best way to work out shipping fees is to put everything you wish to purchase into your basket and go to the checkout stage. At the checkout stage we will show all the options available to you and the costs related to these.

If you have any further queries, please do not hesitate to contact us.

We would really appreciate your feedback by clicking on one of the options below. Overall, how easy was it to get the help you wanted today?"

Now, wouldn't you expect that pointing out that they advertised Free Shipping that the answer above wouldn't quite cut it?
It is like them saying "Sure, mate. We offer free shipping but it is going to cost you $25 to get it." Jeez....

Not being a guy to leave well enough alone, I had sent a polite response back to the person who responded to my query expressing my dissatisfaction with the reply.
Then I returned to the site on another browser and selected a single item worth $150 CAD and went to the checkout and the Free Shipping option via standard mail was plain to see.
Free shipping was not an option on the items I wanted to purchase.
WTH??

On further investigation, it seems as soon as you place more than one item in your shopping cart, the low cost shipping (standard mail) option disappears. It is replaced with two options. The least expensive is $25 CAD and is tagged "Bulky Tracked Delivery". What a load of crap. Was trying to buy two sets of knee sleeves and a pair of shorts...

Oh well. I guess I don't really need to continue being one of their customers but I did buy a number of things from them over the last few years that I would consider to be of good value.

Just wanted to give you guys a bit of a heads up particularly after they stopped responding to my emails.

I guess they are just as done with me for asking reasonable questions as I am with them for falsely advertising free shipping.

[gtc]

Yeah, that's annoying. I've seen that at a few other stores.
Sometimes it's faster or cheaper to place an individual order for each item.

[masraum]

wow, yeah, I wouldn't be purchasing anything from them.

[mepstein]

With deceptive stuff like that, I just make a copy of the add and send it to my credit card company. Most of the time I get a refund without any more effort on my part. Credit card companies mostly protect the consumer, not the retailer (I've been on both sides). I don't but from sellers that change the rules after purchase.

[billybek]

Originally Posted by mepstein

With deceptive stuff like that, I just make a copy of the add and send it to my credit card company. Most of the time I get a refund without any more effort on my part. Credit card companies mostly protect the consumer, not the retailer (I've been on both sides). I don't but from sellers that change the rules after purchase.

I had learned with other online stores to be very careful and review the product, pricing and quantity before finalizing the purchase. I had caught the extra shipping charges to cover the "Free Shipping" before I had completed the purchase.

The thing I find entertaining is this:
"Postage costs are now worked out using both the value of the order along with the volumetric weight of the parcel. The best way to work out shipping fees is to put everything you wish to purchase into your basket and go to the checkout stage. At the checkout stage we will show all the options available to you and the costs related to these."
Bullcrap. As soon as you purchase multiples of anything it automatically defaults to the different shipping rate.
I tried this a couple of different ways but with the knee sleeves, as soon as I had clicked on one in size small for my son and one in medium for myself, shipping costs went from $8 standard mail to $25 to "Bulky Tracked Delivery"
I think this UK company must be shaking in it's boots with Brexit and this is the result. Lets screw the customer.

[masraum]

Originally Posted by billybek

I had learned with other online stores to be very careful and review the product, pricing and quantity before finalizing the purchase. I had caught the extra shipping charges to cover the "Free Shipping" before I had completed the purchase.

The thing I find entertaining is this:
"Postage costs are now worked out using both the value of the order along with the volumetric weight of the parcel. The best way to work out shipping fees is to put everything you wish to purchase into your basket and go to the checkout stage. At the checkout stage we will show all the options available to you and the costs related to these."
Bullcrap. As soon as you purchase multiples of anything it automatically defaults to the different shipping rate.
I tried this a couple of different ways but with the knee sleeves, as soon as I had clicked on one in size small for my son and one in medium for myself, shipping costs went from $8 standard mail to $25 to "Bulky Tracked Delivery"
I think this UK company must be shaking in it's boots with Brexit and this is the result. Lets screw the customer.

Knee sleeves are "bulky tracked delivery"? Maybe what I'm thinking of is different, but when I think of knee sleeves, I am pretty sure you could mail that in an envelope.

Maybe if you could come up with 3 or 4 sheets of standard letter sized paper to order for $150 they would still honor the free shipping. I guess they are counting on folks not paying attention, but I think they are going to have a PR nightmare on their hands. Bait and switch on free shipping is going to piss off a lot of folks, especially when it goes from free up to $25 (even if they are Canadian dollars )

[billybek]

Originally Posted by masraum

Bait and switch on free shipping is going to piss off a lot of folks, especially when it goes from free up to $25 (even if they are Canadian dollars )

Lol! Canadian Peso as that is where it looks like it is going!

[ckelly78z]

It sounds like they want you to buy everything in your basket at once to save on shipping costs, which will ultimately increase their sales by a large margin, and not cost them anything extra in shipping. It might save you a few bux in shipping costs, but cost alot more to buy everything at once.

Bite the bullet, and buy from your FLBS, and improve the local economy.

[billybek]

I do try to buy locally as mentioned in my original post.
On occasion when stuff is stupid cheap online I will buy from them.
You would have to try their website and take something to checkout to experience what I am talking about.
Still, $25 for free shipping is kind of screwed up.

[sc_rufctr]

Why not send them an email telling them what your really think and see what they come back with?

If they don't honour the free shipping, write back to them telling them you will no loner buy from them and you'll tell your friends in "the bike club" what happened.

I really don't see what the problem is. If they don't value you as a customer then move on to someone that does.

[LWJ]

Better. Punch them in the gut.

Write on their Facebook page what you experienced. Put a picture or evidence there with it. Be nice. Be a little curious. Why? If you come across as interested and wanting to problem solve, others will read your message, as you are not a wing nut. Make sure you tag chairreaction on this.

As a web company, this stuff hurts. You should get should get results. They may even change their practice.

I have done this. It is satisfying. Good luck!

Ps- what a crappy practice!

[Jeff Higgins]

I have a long standing policy with regards to all of my hobbies and interests to buy locally as much as possible. I like to see the local, little guys stay open. One just never knows when the ability to quick run in and buy that one little item, without which our weekend plans are for naught, will save the day. Or when their specific expertise might save a bit of grief.

A great example from just the other day was when I decided I wanted to replace the freewheel on a bike that has a mid '90's era 8 speed 105 group. The original was a 12-23, and as I've aged, I decided I wanted to go up as high as possible on the big cog. Those darn hills just seem to keep on getting steeper... Anyway, no shortage of freewheels on line from all of the usual suspects. Fantastic prices, of course. But no indication what might fit and work with my derailleur. So, off to my local Gregg's Greenlake Cycle.

With my wheel in hand and the model number off of the derailleur, it took the knowledgeable mechanic there about 30 seconds to identify what would work. I cannot imagine the trial and error nightmare I would have been into had I tried it myself, shopping on line. Granted, shorts and gloves are different, but if a full service bike shop wasn't selling those as well, they would soon be out of business.

[Zeke]

Regarding online, I recently had an eye opener. Backstory is that I have Pirelli P1+ 225/50/17's on my XJ6. We've had tough weather this winter and there are massive pot holes everywhere. With today's traffic on surface streets it's not possible to lag back far enough to see them especially in the rain. So I hit one.

The tires have 4000 miles on them and look new except for the blister on the RF. Go back to the dealer and he can't find one. (Read, he can't find one at a wholesaler so he makes more money.)

I go to eBay and find one a few cities over but they have free shipping, so why drive in the horrendous traffic? Charges my card the day I place the order and I get an email that "shipping label created Fedex." Then it says on eBay that it was shipped but the 'estimated' delivery date is 2 weeks away. ???? Fedex tracking has nothing. ???

I keep checking and meanwhile read some more feedback that pretty well indicates that "Americas Wheel" will accept an order for any tire whether the have it or not. They didn't and obviously couldn't find one any better than my local shop. However, the listing said "4 available" at the time I did the buy.

By the time the delivery date came and went the listing was gone and there was some kind of message about "adjusting for inventory." So where am I now? No tire and no refund as of yet. I'm sure eBay and PP will handle this, but what about a seller that will collect funds the day of the order with no means to satisfy the sale?

Yeah, makes one just about done with online sales as Amazon misses delivery dates on 1/3 of my stuff and CL is full of crooks, deadbeats, and lowballers. Sorta nice to walk up to the counter and walk away with your purchase. That is unless there is some low paid don't-give-a-siht person at said counter.

Oh well, that's another thread/subject.

[billybek]

Originally Posted by sc_rufctr

Why not send them an email telling them what your really think and see what they come back with?

If they don't honour the free shipping, write back to them telling them you will no loner buy from them and you'll tell your friends in "the bike club" what happened.

I really don't see what the problem is. If they don't value you as a customer then move on to someone that does.

Really no problem other than it kind of pissed me off....

I had emailed them (x2) after their original response and did their online "how was our service today" survey.

Starting this thread and one on Pinkbike is my way of letting other people know of this deceptive new practice by CRC.

I was down at Bow Cycle this morning for their spring sale and picked up the shorts I wanted for not much more than CRC was asking. Win win if you ask me.

[herr_oberst]

Originally Posted by Jeff Higgins

... Those darn hills just seem to keep on getting steeper...

It's a little known fact that the pull of gravity gets stronger as the planet ages.

[Jeff Higgins]

Originally Posted by herr_oberst

It's a little known fact that the pull of gravity gets stronger as the planet ages.

It can vary locally, and dynamically as well. Honest - I read it on the internet.

[Jeff Higgins]

Originally Posted by Zeke

Regarding online, I recently had an eye opener. Backstory is that I have Pirelli P1+ 225/50/17's on my XJ6. We've had tough weather this winter and there are massive pot holes everywhere. With today's traffic on surface streets it's not possible to lag back far enough to see them especially in the rain. So I hit one.

The tires have 4000 miles on them and look new except for the blister on the RF. Go back to the dealer and he can't find one. (Read, he can't find one at a wholesaler so he makes more money.)

I go to eBay and find one a few cities over but they have free shipping, so why drive in the horrendous traffic? Charges my card the day I place the order and I get an email that "shipping label created Fedex." Then it says on eBay that it was shipped but the 'estimated' delivery date is 2 weeks away. ???? Fedex tracking has nothing. ???

I keep checking and meanwhile read some more feedback that pretty well indicates that "Americas Wheel" will accept an order for any tire whether the have it or not. They didn't and obviously couldn't find one any better than my local shop. However, the listing said "4 available" at the time I did the buy.

By the time the delivery date came and went the listing was gone and there was some kind of message about "adjusting for inventory." So where am I now? No tire and no refund as of yet. I'm sure eBay and PP will handle this, but what about a seller that will collect funds the day of the order with no means to satisfy the sale?

Yeah, makes one just about done with online sales as Amazon misses delivery dates on 1/3 of my stuff and CL is full of crooks, deadbeats, and lowballers. Sorta nice to walk up to the counter and walk away with your purchase. That is unless there is some low paid don't-give-a-siht person at said counter.

Oh well, that's another thread/subject.

Boy, I hear you, Zeke. Nothing worse than placing an on-line order, and then they start looking for it because they didn't really have it after all.

As far as the minimum wage give a rat's ass half asleep distracted employee behind the counter, I find I rarely run across one in places that cater to our hobbies and interests. Guys at the bike store are there because they are into bikes, guys at the fly shop are there because they like fly fishing, guys behind the counter at the gun shop are shooters, guys at the hobby shop fly R/C airplanes, etc. Most are far more attentive than the schmuck at the Autozone, or at the tire shops, and places like that. At least that's what I've found.

[MRM]

I may be missing something, but Isn’t the extra charge for additional customs fees/tariffs that have recently been imposed (or maybe have always been owed but are now being collected) rather than true shipping fees?

[herr_oberst]

Originally Posted by Jeff Higgins

It can vary locally, and dynamically as well. Honest - I read it on the internet.

Centrifugal force makes it stronger the closer you get to the edge. .

[billybek]

Originally Posted by MRM

I may be missing something, but Isn’t the extra charge for additional customs fees/tariffs that have recently been imposed (or maybe have always been owed but are now being collected) rather than true shipping fees?

In the past, they dropped the purchased items in the mail and some of the packages were intercepted by Canada Customs and a charge would be applied on the value of the imported items. Most of the time, with smaller purchases, there were no additional charges before landing on my doorstep.
Possible that there has been a change.