Returning a bike to the store

learned_one

Hello everyone!

Looking for some advice for a friend!

We both bought bikes from a prominent retailer and my bike developed a few faults so I returned it and got a full refund. A week later my friends bike was showing some faults but they are refusing to give a refund for his bike!

Specifically his handle bars work loose after a few days riding (even after tightening) and the chain and cogs have started to rust. The chain often slips when changing certain gears. As such, he's lost confidence and feels the bike is not of sufficient quality.

It's within it's 28 days and has a full reciept. It's only been used to communte to work and back (10-15mins each journey) and is stored in a shelter at work and in the house at night)

When he took the bike back there was no-one who could authorise a refund and he had to wait 2 days before that person was in. In the meantime they have taken it upon themselves to fix the bike (without his permission) and based on this service, refusing a refund. Can they do this?

He's willing to stay with the retailer and get a different bike as he has lost confidence in the product (he saw the issues I had and wondering if it's just a matter of time)

Any help much appreciated!

neilmcl

learned_one wrote: »

Specifically his handle bars work loose after a few days riding (even after tightening) and the chain and cogs have started to rust. The chain often slips when changing certain gears.

Not unusual for a new bike to bed in and require cables and components adjusting, this is why most reputable bike shops offer a free service shortly after purchase. Is there actually a fault with your mate's bike?

shaun_from_Africa

In the meantime they have taken it upon themselves to fix the bike (without his permission) and based on this service, refusing a refund. Can they do this?

Yes.
Once goods have been accepted by the buyer, any fault can be dealt with by the retailer making a refund, repair or replacement.
The buyer can request a particular remedy but the retailer can refuse this request if it is too costly or difficult for the to fulfill, and choose what to do (providing it doesn't inconvienience the consumer too much).

All you friend can do now is to accept the repair/service and see how the bike goes now.

and the chain and cogs have started to rust

Had they been oiled properly?

learned_one

Yeah, we both felt that the chain and cogs shouldn't start to rust after 2 weeks! It was completely sheltered except when we got caught in the rain whilst cycling home! The handle bars work their way loose after a while and this was more prominent on his bike as he had grip shift gears so applying small pressure to change makes the effect more prominent.

This bike btw is a folding bike but we're concerned that the retailer feels he just doesn't like the type of bike after having a go on it. He would have gotten another model however the next one was the model I got and the other one is out of his price range!

learned_one

shaun_from_Africa wrote: »

Had they been oiled properly?

Thanks for your input!

Yeah they been built by the store and oiled and looked great when we left. We only noticed the rust 1 week after the purchase!

One of the main differences between my bike and his was that my saddle was very loose! If I looked over my shoulder it would turn left/right. This was scary and dangerous! With it being folding the saddle extended quite a bit and I'll a big guy so maybe there was too much weight on it. it would also move up and down up I bumped a little or shifted weight suddenly. My friend doesn't seem to have this fault so maybe that's why I got a refund?

neilmcl

There's a lot of salt and carp on the roads at the moment which could easily explain the surface rust on the chain and cogs. You should really be regularly cleaning and oiling your bike components, especially this time of year. What's the make of bike btw?

learned_one

neilmcl wrote: »

There's a lot of salt and carp on the roads at the moment which could easily explain the surface rust on the chain and cogs. You should really be regularly cleaning and oiling your bike components, especially this time of year. What's the make of bike btw?

It's an Apollo bike. The rusting occurred before the current snow/ice weather and was fully serviced by the retail team when bought

neilmcl

learned_one wrote: »

It's an Apollo bike. The rusting occurred before the current snow/ice weather and was fully serviced by the retail team when bought

The roads have been getting gritted for weeks now. You say it was serviced when bought, that's not going to do anything. The time for a first "run-in" service is weeks after purchase, by this time the bike would have been run in, components and cables will have become loose etc. IMO none of your friends issues sound like genuine faults.