Decathlon sent me a faulty Bicycle and refuse to send a replacement.

cheapskate1983

RefluentBeans said:

Yeah the story here doesn’t make any sense. From what I can tell on Decathlons site the bike you have to put together. Assuming that whilst you were assembling the bike you noticed parts seemed faulty. Did you still install the faulty parts? Same with the wheel - I’m not a bike person so I can’t say whether it’s buckled or not, but if you noticed it was buckled before did you install it? 

Why exactly did you return it? Did you use the words faulty? And were you claiming under their returns policy or as part of your statutory rights? Their returns may insist that the bike is returned in new conditions or that they will assess as a fault. There may be some confusion from their end on why this bike has been returned. If it’s being returned as ‘not wanted’ and it’s muddy/buckled I can see why a WH operative would just mark as not suitable for standard return. If it’s been marked as faulty then I don’t really see why they’re quibbling. 

Given it’s only been delivered recently (1/Aug you said) you should be able to claim under the CRA as it’s faulty, and get a refund. Just be sure to tell them this is what you’re claiming under - it avoids confusion in what rules apply and expedites the process. 

Decathlon build the whole Bike. The only thing you assemble is putting the handle bars and pedals on.

I returned the bike because of the following.

1. Slack worn brakes.
2. Misaligned brake blocks.
3. A buckled rear wheel.
4. Dirty dinted rims.
5. A dustcap missing on the crank.
6. A gritty singing bottom bracket.
7. Scratch marks all over the chainset and derailleur./
8. A box without any protection whatsoever for the back wheel! The box was also damage via transit.

Thanks for that information I will look into it

cheapskate1983

tightauldgit said:

Maybe just me but I'm totally confused.

Decathlon accepted the return but are refusing to replace the bike? What does that mean? Are they going to refund you? 

They are asking you to pay to have the bike returned to you? Why? You returned it and they accepted the return. Why would you want it back?

I told them the following and this is where most of you are going to tell me I have set myself up for failure.
Here we go.

....

"I am not backing down and falling into your after sales trap. I know my rights and your staff are at fault. Consider this an informal complaint

I will be pushing ahead with contacting a consumer rights organisation and I writing letter to the board of directors and CEO of decathlon to inform them of the shady practices on the shop floor.

I will make it abundantly clear your line staff have tried to scam me since I live in rural location and would have limited means to return the faulty bike.

I will not accept this shady service and out right scam. I will not accept this product and I will not accept ownership of it.

If you do not offer a replacement just chuck the bike in the rubbish skip. I will not accept delivery of the 1st bike you sent me!

Im willing to accept I've been scammed by your company and I'm content with writing the bike off of as a loss for being naive enough to trust a shady retail chain that has no respect for consumer rights.

I am NOT waving my consumer rights. I doing this as a protest and boycotting your company.

I also refuse to take down any videos or Facebook comments that slander your company or promote libel. If you don't like it sue me."

...

I regret writing the comments in bold.

They've probably used that as a basis for getting out of their obligations to replace the bike.

powerful_Rogue

cheapskate1983 said:

tightauldgit said:

Maybe just me but I'm totally confused.

Decathlon accepted the return but are refusing to replace the bike? What does that mean? Are they going to refund you? 

They are asking you to pay to have the bike returned to you? Why? You returned it and they accepted the return. Why would you want it back?

I told them the following and this is where most of you are going to tell me I have set myself up for failure.
Here we go.

....

"I am not backing down and falling into your after sales trap. I know my rights and your staff are at fault. Consider this an informal complaint

I will be pushing ahead with contacting a consumer rights organisation and I writing letter to the board of directors and CEO of decathlon to inform them of the shady practices on the shop floor.

I will make it abundantly clear your line staff have tried to scam me since I live in rural location and would have limited means to return the faulty bike.

I will not accept this shady service and out right scam. I will not accept this product and I will not accept ownership of it.

If you do not offer a replacement just chuck the bike in the rubbish skip. I will not accept delivery of the 1st bike you sent me!

Im willing to accept I've been scammed by your company and I'm content with writing the bike off of as a loss for being naive enough to trust a shady retail chain that has no respect for consumer rights.

I am NOT waving my consumer rights. I doing this as a protest and boycotting your company.

I also refuse to take down any videos or Facebook comments that slander your company or promote libel. If you don't like it sue me."

...

I regret writing the comments in bold.

They've probably used that as a basis for getting out of their obligations to replace the bike.

Wow, no wonder they don't want to deal with you. Ever heard the expression you  catch more flies with honey then vinegar?

eskbanker

cheapskate1983 said:
If you do not offer a replacement just chuck the bike in the rubbish skip. 

[...]

I'm content with writing the bike off of as a loss

Putting aside all the even sillier stuff, you have shot yourself in the foot here by setting out your proposed resolution, so it's not a surprise that this ended the dialogue!

cheapskate1983

Alderbank said:

Just to clarify...

• You bought a new bike from Decathlon. What date did you receive it?
• Who was the seller? Decathlon themselves or a partner such as Duffy UK?
• When you unpacked it, it was clearly used and damaged. Nevertheless you assembled it. What date did you tell them you were returning it?
• Do Decathlon still have the bike or have they returned it to you?
• What reason did they give for wanting to return it to you?
• You can't force them to send a replacement. They might not have one, supply of bikes has been difficult. What have they actually offered to do to put things right?

You haven't waived your consumer rights and Decathlon are not bound by Trading Standards.
Your rights, which can't be taken away, are to receive what you were promised. Basically if it's not what you were promised, Decathlon must put it right or refund you.

Going off at a tangent, whatever that means, does not sound to be a good idea. I hope you stayed calm and polite. If you used abusive or offensive language to a call handler their employer is expected to restrict communication with you. That's not going to help sort anything.

1st of August.

Decathlon themselves.

Yes the bike was used and damaged out of the box.
I only got an official contact at around the 7th of August but sent complains via Whats App and phone multiple times before that. More details above.

Decathlon still have the returned bike.

Decathlon claim the buckle was caused by the customer (being me). Its there word against mine.

They haven't bothered to do anything to put it right. On their side I am purely to blame.

At this point I just think Im going to give up and write it off as a loss and never buy any sporting goods off a Corporate chain again. Without seeing a Bike in the flesh the seller is at liberty to send anything they like, even if its broken.

cheapskate1983

powerful_Rogue said:

cheapskate1983 said:

tightauldgit said:

Maybe just me but I'm totally confused.

Decathlon accepted the return but are refusing to replace the bike? What does that mean? Are they going to refund you? 

They are asking you to pay to have the bike returned to you? Why? You returned it and they accepted the return. Why would you want it back?

I told them the following and this is where most of you are going to tell me I have set myself up for failure.
Here we go.

....

"I am not backing down and falling into your after sales trap. I know my rights and your staff are at fault. Consider this an informal complaint

I will be pushing ahead with contacting a consumer rights organisation and I writing letter to the board of directors and CEO of decathlon to inform them of the shady practices on the shop floor.

I will make it abundantly clear your line staff have tried to scam me since I live in rural location and would have limited means to return the faulty bike.

I will not accept this shady service and out right scam. I will not accept this product and I will not accept ownership of it.

If you do not offer a replacement just chuck the bike in the rubbish skip. I will not accept delivery of the 1st bike you sent me!

Im willing to accept I've been scammed by your company and I'm content with writing the bike off of as a loss for being naive enough to trust a shady retail chain that has no respect for consumer rights.

I am NOT waving my consumer rights. I doing this as a protest and boycotting your company.

I also refuse to take down any videos or Facebook comments that slander your company or promote libel. If you don't like it sue me."

...

I regret writing the comments in bold.

They've probably used that as a basis for getting out of their obligations to replace the bike.

Wow, no wonder they don't want to deal with you. Ever heard the expression you  catch more flies with honey then vinegar?

Yes I libelled their brand. Check their Facebook. You will see every post with my comments.

cheapskate1983

eskbanker said:

cheapskate1983 said:
If you do not offer a replacement just chuck the bike in the rubbish skip. 

[...]

I'm content with writing the bike off of as a loss

Putting aside all the even sillier stuff, you have shot yourself in the foot here by setting out your proposed resolution, so it's not a surprise that this ended the dialogue!

So there no way by law to get any money back even through Decathlon are in the wrong?

eskbanker

cheapskate1983 said:

eskbanker said:

cheapskate1983 said:
If you do not offer a replacement just chuck the bike in the rubbish skip. 

[...]

I'm content with writing the bike off of as a loss

Putting aside all the even sillier stuff, you have shot yourself in the foot here by setting out your proposed resolution, so it's not a surprise that this ended the dialogue!

So there no way by law to get any money back even through Decathlon are in the wrong?

No, I'm not saying that, but it seems unlikely that Decathlon would continue the discussion after your outburst, so that would potentially leave chargeback or small claims as possibilities (but far from certainties)....

cheapskate1983

eskbanker said:

cheapskate1983 said:

eskbanker said:

cheapskate1983 said:
If you do not offer a replacement just chuck the bike in the rubbish skip. 

[...]

I'm content with writing the bike off of as a loss

Putting aside all the even sillier stuff, you have shot yourself in the foot here by setting out your proposed resolution, so it's not a surprise that this ended the dialogue!

So there no way by law to get any money back even through Decathlon are in the wrong?

No, I'm not saying that, but it seems unlikely that Decathlon would continue the discussion after your outburst, so that would potentially leave chargeback or small claims as possibilities (but far from certainties)....

True but as for Chargeback, if I cancel their payment they will come in for a payment request?

Okell

cheapskate1983 said:

tightauldgit said:

Maybe just me but I'm totally confused.

Decathlon accepted the return but are refusing to replace the bike? What does that mean? Are they going to refund you? 

They are asking you to pay to have the bike returned to you? Why? You returned it and they accepted the return. Why would you want it back?

I told them the following and this is where most of you are going to tell me I have set myself up for failure.
Here we go.

....

"I am not backing down and falling into your after sales trap. I know my rights and your staff are at fault. Consider this an informal complaint

I will be pushing ahead with contacting a consumer rights organisation and I writing letter to the board of directors and CEO of decathlon to inform them of the shady practices on the shop floor.

I will make it abundantly clear your line staff have tried to scam me since I live in rural location and would have limited means to return the faulty bike.

I will not accept this shady service and out right scam. I will not accept this product and I will not accept ownership of it.

If you do not offer a replacement just chuck the bike in the rubbish skip. I will not accept delivery of the 1st bike you sent me!

Im willing to accept I've been scammed by your company and I'm content with writing the bike off of as a loss for being naive enough to trust a shady retail chain that has no respect for consumer rights.

I am NOT waving my consumer rights. I doing this as a protest and boycotting your company.

I also refuse to take down any videos or Facebook comments that slander your company or promote libel. If you don't like it sue me."

...

I regret writing the comments in bold.

They've probably used that as a basis for getting out of their obligations to replace the bike.

All very interesting, but what I asked you this morning was:

  -  when you originally returned the bike to Decathlon what reason did you give for sending it back?  (I hope that what I've quoted above wasn't your first communication with them!), and 

  -  what reason did they give you for not accepting your rejection and wanting to send it back to you?

I'd be interested to see their response as presumably that's what angered you so much to get back to them as you did...