Complaints

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased a new bike from Bike Island (Please see the bike description below), but the both wheels are out of alignment.I have contacted a local bike shop for an estimate, it was $60 to get the 2 wheels aligned.I'm seeking $60 refund for the repair.Bike Description:46cm Mens Dark Gray / D24 ****** / New with scuffs on cranks and drop outs | Motobecane Elite Adventure Comp SHIMANO 24 Speed Item# **** Elite Adventure Comp $399.00 USD Transaction ID *****************

  Business response

  05/30/2023

  I will be more than happy to issue a complete refund but I will get the bike back first. I can send you a pre-paid return label and you can ship the bike back.

  Business response

  05/30/2023

  We state in our FAQ - visible on every page on our web site  that truing the wheels is part of the assembly and tuning process. We do not pay to have a bicycle assembled and tuned.

   

  Q: What's this category "New bikes"?
  A: Good question! We just added this. Occasionally, we'll get new pristine bikes in...those are bikes that are factory packed, never built or ridden. No issues. You'll have to complete the partial assembly like with any bike delivered in a box and you'll have to tune it - true wheels, adjust brakes and derraileurs, etc but you're the first person to see these "new bikes".

   

  Q: How do I put this thing together?
  A: It's not too hard but you have to have some proper tools (bikes are on the metric system) and some knowledge. If you have never assembled and tuned a modern day bike before - let a professional bike mechanic do it for you. Your safety and the longevity of the bike depends on proper assembly and tuning. If you insist on doing it yourself, bicycle assembly videos are available at park tool dot com and a there's a bunch on You tube. Some of our bikes take special problem solving like installing forks and headsets. If this sounds like a hassle, shop the "New Bikes" section and have a pro build it when it arrives.

  Business response

  06/01/2023

  I have emailed a pre-paid return label for the bicycle to the customer and will look forward to issuing a complete refund whern the bike arrives. Please take care in the return packaging.

  Thanks,

  **** @ www.bikeisland.com

   

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