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

Grumpy_chap

the_lunatic_is_in_my_head said:

Grumpy_chap said:

1. The alternative for the OP would have been to reject under CCR as a totally remote purchase return for "any reason or none" within 14 days of receipt.  (Change of mind.)

Reject under the CRA, cancel under the CCRs  

OOPS - my bad.
Thank you for correcting

BikingBud

cheapskate1983 said:

BikingBud said:

cheapskate1983 said:

powerful_Rogue said:

Something does seem amiss here.

I found Decathlon support to be very good. I ordered a treadmill which arrived last Wednesday. Built it on the Thursday and noticed they had sent a two pin plug. Emailed them a picture and on Monday a new cable with a 3 pin plugh arrived via Royal Mail.

If you watch the repackaging video for bikes you will see that there is a cardboard rail that keeps the bike aligned in transit. The bikes I received didn't have that. They where put in their boxes upside down and where free to move about.

So that may explain why 1 bike came with a buckle and the medium frame didnt. I guess it was just luck.

I know everyone has their consumer loyalty to their favourite brands.

I just wanted a bike that works. At this point I'll accept 50% of the value of the Bike. I just want to be clear of Decathlon. Whats worse is on every Bike ride I am going to have to stare at that medium frame and remember all this triggering story.

Sorry if I offend you but look at it from my side. I cant just forget negative experiences so easily. It ripples in my memories.
Autism etc.

So how many bikes are involved? You appear to be introducing another now.

when were they both delivered? what state were they in? what problems were evident?  
 
If there are 2 bikes then there are 2 timelines and potentially 2 discrete problem sets.

The symptoms you stated appear to be the wheel is not in the drop outs squarely but that should be spotted and rectified easily. All said, if you are able to maintain bikes, you intimate that you are but didn't stay you are competent, then just repair them and move on. 

If you cannot communicate your complaint on here effectively and have tendency for outbursts your path to resolution will be very difficult.

So how many bikes are involved? You appear to be introducing another now.

There was another Medium frame that had nothing wrong with it. So 2.

when were they both delivered? what state were they in? what problems were evident? 

The XL Box had a massive gap at the bottom and the Medium Box had a lot of scuff marks.
I've listed all the issues with the XL frame above.
The medium frame was fine.
 
If there are 2 bikes then there are 2 timelines and potentially 2 discrete problem sets.

I don't see how? They both arrived on the same day by the same courier?

The symptoms you stated appear to be the wheel is not in the drop outs squarely but that should be spotted and rectified easily. All said, if you are able to maintain bikes, you intimate that you are but didn't stay you are competent, then just repair them and move on. 

If you cannot communicate your complaint on here effectively and have tendency for outbursts your path to resolution will be very difficult.

Ok

Nope don't get any of that, I am even more confused now.

2 bikes, one med and one XL, seems bizarre buying two significantly different size bikes but I am sure that is another story. Anyway both bikes with damage on receipt, to the boxes and the bikes themselves, neither was rejected at delivery. Did you note the issues on the delivery receipt?

It is not clear at what point you got in touch with the supplier and raised your complaint.

Despite the damage you decided to ride the bike and then got it dirty and then find the supplier has issues with the way you have returned it.

We're on page 6 and the story is still not complete nor clear.

Best of luck!

RefluentBeans

OP - Please correct me if I'm wrong but I believe the complete story is:

• Ordered 2 bikes online - one bike is fine and one bike arrived faulty. The bike that is faulty is the one we're talking about, so I will ignore the other functional bike (unless otherwise stated). 
• The bike was preassembled, which appears to be the 'default' from Decathlon. Upon arrival, the bike seems to have been poorly packaged (the belief of the OP). The bike arrived on 1/Aug. 
• The issues with the bike include: 
• Slack worn brakes
• Misaligned brake blocks
• Buckled rear wheel
• Dirty dinted rims
• Dustcap missing on the crank
• Gritty singing bottom bracket
• Scratch marks all over the chainset/derailleur
• The OP rode the bike outside after discovering these faults to see if it impacted the function of the bike. This ride was short, and determined the bike was not functional. The ride did not affect the functionality of the bike (i.e. no crashes or heavy use, and just 2 mins on a road). 
•  The OP attempted to get support from the day of receipt, and after a few days was able to get it back to Decathlon. The first response from the company was via WhatsApp and on 7/Aug. 
  
• The OP lives too far away from a store to simply take it in, and so cannot easily return it to a store. After speaking to Decathlon they sent a courier to collect the bike (but not the whole order - the other bike is functional).  
• Upon receipt of the bike, Decathlon assessed the bike as 'used' and consistent with the usage of the consumer after a couple of weeks, and ineligible for any replacement, return, or repair; and they want payment for the cost to return the bike to you. Decathlon claims that the buckling was caused by the OP. 
• It is still unclear why Decathlon thought they were getting the bike back (were they expecting a new bike that was not needed; or a broken bike that arrived faulty; or a bike the customer had broken and wants repairing). 
• At this point, frustrated by the ordeal, the OP sent a snarky email.
• The OP has since not heard anything back from the retailer. 
• The OP is also concerned that, as the order was for 2 bikes, a chargeback would leave him owing money to Decathlon. 

I think this is a complicated story, but boils down fairly simply - the bike was faulty upon arrival. The second bike is unimportant - the reason for OP buying two bikes is unimportant to the story. The email OP sent was out of frustration but may have caused unintended offense. Nevertheless - it doesn't allow retailers to ignore ton their obligations under the consumer rights act. 

My advice is the same, explain to Decathlon that the bike arrived like that. And upon the first ride you found that the bike was not just cosmetically damaged, but functionally impaired too. They are in the wrong if they send a faulty product to you when you ordered a new one. 

Okell

cheapskate1983 said:

Okell said:

RefluentBeans said:

... To me, this still seems like they were unsure why the bike was returned (was it a CRA return, a cancellation of contract return, a bike that was faulty). Maybe attempt to go back - apologise, and state the reasons you believe that your return is valid...

Good luck with that!  I've asked the OP twice now to tell us exactly what he said to Decathlon originally when he returned the bike and to tell us exactly what he told them was the reason for the return.  But he doesn't seem to want to say.

I think he's suggested a couple of times that Decathlon have refused to accept the return and have refused to refund him because it's "against their policy" to accept returns on goods that have been used.  So I'm wondering if he didn't make it clear that he was returning it under the CRA because when it was delivered to him it was faulty and/or damaged, and that Decathlon probably think he's just trying to return it under their own returns policy.

I agree with you though that the best bet is probably to make a sincere apology and try to start all over again, making it clear in a calm and respectful way that when the bike was delivered it didn't appear to have been packaged properly, appeared to have already been used, and one of the wheels was buckled.

Like other posters, however, I'm mystified at the sudden appearance of a second bike...

If the OP can't make it clear in this thread what happened I'm not surprised he can't persuade Decathlon to listen to him

"  I've asked the OP twice now to tell us exactly what he said to Decathlon originally when he returned the bike and to tell us exactly what he told them was the reason for the return"

I can't copy the emails directly into chat sorry. That will get me banned by admins. They already didnt allow me to link my own youtube video in.

OK.  I understand you are autistic and have difficulty communicating clearly, but I suspect you've made some assumptions that are probably mistaken.

I've not seen the video but I presume the site team have removed it because of your associated threats to sue decathlon.

I can't see any reason why you can't simply copy and paste word for word what Decathlon gave you as the reason for not accepting the return and not paying you a full refund.  I can't see why the forum team would be unhappy with that.

 So far all you've told us is that Decathlon have told you is that it's against "their returns policy" to accept back bikes that have been used.  But if the bike was faulty as you claim, it doesn't matter what their returns policy is.  It's irrelevant.

That's why it would be really helpful to know (1) exactly what you told Decathlon when you were retruning it and exactly what you gave as the reason for returning it (eg did you refer to any consumer legislation), and (2) exactly what Decathlon said when they told you they would not accept the return and would not refund you.

Nobody is trying to catch you out here or disparage you - we just want to know what you told Decathlon and what they told you so as to give you the best advice to get your money back.

And it's important to know the exact words and phrases used because this might just be a simple misunderstanding between you and them that would be quite simple to resolve.

Do you see?

Okell

BikingBud said:

cheapskate1983 said:

BikingBud said:

cheapskate1983 said:

powerful_Rogue said:

Something does seem amiss here.

I found Decathlon support to be very good. I ordered a treadmill which arrived last Wednesday. Built it on the Thursday and noticed they had sent a two pin plug. Emailed them a picture and on Monday a new cable with a 3 pin plugh arrived via Royal Mail.

If you watch the repackaging video for bikes you will see that there is a cardboard rail that keeps the bike aligned in transit. The bikes I received didn't have that. They where put in their boxes upside down and where free to move about.

So that may explain why 1 bike came with a buckle and the medium frame didnt. I guess it was just luck.

I know everyone has their consumer loyalty to their favourite brands.

I just wanted a bike that works. At this point I'll accept 50% of the value of the Bike. I just want to be clear of Decathlon. Whats worse is on every Bike ride I am going to have to stare at that medium frame and remember all this triggering story.

Sorry if I offend you but look at it from my side. I cant just forget negative experiences so easily. It ripples in my memories.
Autism etc.

So how many bikes are involved? You appear to be introducing another now.

when were they both delivered? what state were they in? what problems were evident?  
 
If there are 2 bikes then there are 2 timelines and potentially 2 discrete problem sets.

The symptoms you stated appear to be the wheel is not in the drop outs squarely but that should be spotted and rectified easily. All said, if you are able to maintain bikes, you intimate that you are but didn't stay you are competent, then just repair them and move on. 

If you cannot communicate your complaint on here effectively and have tendency for outbursts your path to resolution will be very difficult.

So how many bikes are involved? You appear to be introducing another now.

There was another Medium frame that had nothing wrong with it. So 2.

when were they both delivered? what state were they in? what problems were evident? 

The XL Box had a massive gap at the bottom and the Medium Box had a lot of scuff marks.
I've listed all the issues with the XL frame above.
The medium frame was fine.
 
If there are 2 bikes then there are 2 timelines and potentially 2 discrete problem sets.

I don't see how? They both arrived on the same day by the same courier?

The symptoms you stated appear to be the wheel is not in the drop outs squarely but that should be spotted and rectified easily. All said, if you are able to maintain bikes, you intimate that you are but didn't stay you are competent, then just repair them and move on. 

If you cannot communicate your complaint on here effectively and have tendency for outbursts your path to resolution will be very difficult.

Ok

Nope don't get any of that, I am even more confused now.

2 bikes, one med and one XL, seems bizarre buying two significantly different size bikes but I am sure that is another story...

I suspect the two bikes are for two different people.  OP and wife or girlfriend?  OP and son?

It's irrelevant anyway, but because of his disability I'm afraid the OP might have more difficulty than the rest of us in identifying what is and what isn't relevant.  

I think he needs help to work through it

Bradden

RefluentBeans said:

• , Nevertheless - it doesn't allow retailers to ignore ton their obligations under the consumer rights act. 

I think you're being a little unfair to Decathlon. Should you write  "If you don't like it sue me." They could reasonably claim to be following the consumers request IMO.

Slightly OT but this thread did spark a thought. Where does a retailer stands legally in the face of (worse) verbal abuse? They have the right to refuse to deal with customers (excluding some protections) but that would prevent the consumer asserting their rights.

tightauldgit

Bradden said:

RefluentBeans said:

• , Nevertheless - it doesn't allow retailers to ignore ton their obligations under the consumer rights act. 

I think you're being a little unfair to Decathlon. Should you write  "If you don't like it sue me." They could reasonably claim to be following the consumers request IMO.

Slightly OT but this thread did spark a thought. Where does a retailer stands legally in the face of (worse) verbal abuse? They have the right to refuse to deal with customers (excluding some protections) but that would prevent the consumer asserting their rights.

Customer could still assert their rights but might have to communicate through a third party - such as a solicitor - and/or in a court.

Grumpy_chap

Okell said:

So far all you've told us is that Decathlon have told you is that it's against "their returns policy" to accept back bikes that have been used.  But if the bike was faulty as you claim, it doesn't matter what their returns policy is.  It's irrelevant.

A big difficulty in this case is that the bike that has been returned is claimed by the OP to have been faulty / used on arrival - all of the faults seem to be items that could be associated with a relatively small amount of (careless) use.

The OP admits they used the bike a small amount.

Decathlon then refused to accept the return of the used bike.

If the bike was returned by the OP under 14-day change of mind, then that restricts the condition and "testing" to that which could be performed in a retail store.  The bike being used is more than that.

If the bike was returned under "faulty / used on arrival" then it becomes a challenge of who used the bike and establishing whether it was "used" on delivery or only "used" by the time it got back to Decathlon.  It is quite confusing because the OP says they could see the bike was "used" on arrival but proceeded to complete the final  (limited) assembly and take the bike for a road test.

Okell

I'd still like to see what Decathlon actually told the OP to prompt his reply to them...

BikingBud

Okell said:

BikingBud said:

cheapskate1983 said:

BikingBud said:

cheapskate1983 said:

powerful_Rogue said:

Something does seem amiss here.

I found Decathlon support to be very good. I ordered a treadmill which arrived last Wednesday. Built it on the Thursday and noticed they had sent a two pin plug. Emailed them a picture and on Monday a new cable with a 3 pin plugh arrived via Royal Mail.

If you watch the repackaging video for bikes you will see that there is a cardboard rail that keeps the bike aligned in transit. The bikes I received didn't have that. They where put in their boxes upside down and where free to move about.

So that may explain why 1 bike came with a buckle and the medium frame didnt. I guess it was just luck.

I know everyone has their consumer loyalty to their favourite brands.

I just wanted a bike that works. At this point I'll accept 50% of the value of the Bike. I just want to be clear of Decathlon. Whats worse is on every Bike ride I am going to have to stare at that medium frame and remember all this triggering story.

Sorry if I offend you but look at it from my side. I cant just forget negative experiences so easily. It ripples in my memories.
Autism etc.

So how many bikes are involved? You appear to be introducing another now.

when were they both delivered? what state were they in? what problems were evident?  
 
If there are 2 bikes then there are 2 timelines and potentially 2 discrete problem sets.

The symptoms you stated appear to be the wheel is not in the drop outs squarely but that should be spotted and rectified easily. All said, if you are able to maintain bikes, you intimate that you are but didn't stay you are competent, then just repair them and move on. 

If you cannot communicate your complaint on here effectively and have tendency for outbursts your path to resolution will be very difficult.

So how many bikes are involved? You appear to be introducing another now.

There was another Medium frame that had nothing wrong with it. So 2.

when were they both delivered? what state were they in? what problems were evident? 

The XL Box had a massive gap at the bottom and the Medium Box had a lot of scuff marks.
I've listed all the issues with the XL frame above.
The medium frame was fine.
 
If there are 2 bikes then there are 2 timelines and potentially 2 discrete problem sets.

I don't see how? They both arrived on the same day by the same courier?

The symptoms you stated appear to be the wheel is not in the drop outs squarely but that should be spotted and rectified easily. All said, if you are able to maintain bikes, you intimate that you are but didn't stay you are competent, then just repair them and move on. 

If you cannot communicate your complaint on here effectively and have tendency for outbursts your path to resolution will be very difficult.

Ok

Nope don't get any of that, I am even more confused now.

2 bikes, one med and one XL, seems bizarre buying two significantly different size bikes but I am sure that is another story...

I suspect the two bikes are for two different people.  OP and wife or girlfriend?  OP and son?

It's irrelevant anyway, but because of his disability I'm afraid the OP might have more difficulty than the rest of us in identifying what is and what isn't relevant.  

I think he needs help to work through it

Like most on here we are all surmising and trying to fill the gaps based upon limited evidence from one of the parties involved. Suspecting about one or either of the bikes is purely guesswork and as the story develops and more "detail" is added it puts the discussion on a different path, to which others again then add their own opinion. 

Given the existing confusion, I would not say anything is irrelevant especially considering the late notification of the second bike and even later notification that it is a different size and that both boxes were damaged. Although I did prompt that this is a different event and different timeline but this was reputed.

But it would be much easier if the chronology was laid out:

• What was ordered and when? Together or at different times?
• What was delivered and when? Together or at different times?
• Condition of deliveries, packing and items, comment upon the bikes as Med and XL, the frame is but one component of the bike. e
• Initial observations raised with seller and when. Did they respond? - Slack brakes are different from worn brakes. If the brakes were worn and visibly dirty then taking photos eg 
• Med bike packing was damaged, see images Med 1> Med8. Upon opening the box no visible damage was observed and the bike was considered safe to ride. 
• XL bike the box was damaged, see images Numbered XL1> XL15 and when inspected the following faults were apparent, list each fault and link to images numbered as before eg Rear Brake dirt and wear considered to be evidence of pre use, see Image XL 16. Rear brake incorrect adjustment see image XL17. 
• Repeat each observation with appropriate images that clearly show the fault. and sending these to the retailer should be the easy bit and then reject the item and DO NOT USE THE BIKE!
• Observations raised with courier and when. Did they respond?
• Advice from seller in how to address the issue(s). Return one bike or both bikes?
• Agreement to return item(s) - by courier? and when?
• Level of adherence to this advice. 
• Once this has been agreed why do anything different?
• Date of collection?
• Subsequent actions are all dependent upon previous decisions.

I feel we are all still a significant way away from the facts of the case.

Can the images, that were taken upon receipt and opening the box to discover the faults be attached here?