Sportbike Track Gear Black Brand Jackets Unfair Return Practices Shelby Michigan
I received a Black Brand Neanderthal Jacket as a gift that was purchased from Sportbike Track Gear online. The quality of the jacket was unacceptable and when the purchaser tried to return the jacket she was told that the return would not be honored, as the plastic bag that wrapped the jacket was missing although the jacket was never used and all tags were in place.
The jacket's cost was $275 and not worth even that, as Sportbiketrackgear.com was quick to point out the Jacket is worthless without the Plastic Bag. The company DOES NOT STAND BY THEIR CUSTOMER!
2 Updates & Rebuttals
Todd
Santa Clarita,California,
United States
Return Policy
#3Author of original report
Fri, March 30, 2018
Tony,
I've dealt with several accessory retailers in my 30 yrs of motorcycle ownership. I can honestly say I have not had an issue with Cycle Gear, Star Cycle, Motorcycle Superstore etc. when I have had to make returns!! With the exception of Sears I have not dealt with a retailer that does not at least make an effort to satisfy their customer.
Your response that "When we did not hear back from the customer after notifyiing her that we would not honor the return, we sent the jacket back" indicates to me that Sportbike Track Gear did nothing to satisfy the customer, hoping she would realize she is stuck with a substandard product. The statement that "we may have considered giving the customer on a new jacket (after sticking her with the substandard jacket) had she responded offers little or NO value to the customer.
We will agree to disagree and I will continue to educate other consumers as to Sportbike Track Gear's poor service.
Tony
Shelby Twp,Michigan,
United States
Jacket return issue
#3UPDATE Employee
Thu, March 29, 2018
STG has a very easy going return policy, the guidelines can be seen here:
sportbiketrackgear.com/returns/
Basically, if a customer wants to return a jacket within 30 days of recieving it, they can send it back even if they just changed their mind about wanting the item. We only ask that the jacket be in new condition, never ridden in, with the tags, packaging, etc. intact.
It may seem frustrating that a jacket cannot be returned because it does not have the bag, but put yourself in the next customer's shoes. They order the jacket, and it comes with NO bag, and therefore appears to have been used. We couldn't in good conscience sell the jacket as brand new without that bag. Further, without the bag that came with the jacket, we cannot send the jacket back to the distributor for a refund.
We communicated to the customer the above reasons for refusing the return. As one can imagine, this sort of thing happens from time to time. Usually, customers understand. I typically point out the fact that they can sell the item online and easily recoup most or all of their money that way. We informed this customer that we would have to send the jacket back to them, and then we waited for a reply.
Having received no reply, we sent the jacket back as we promised. Had the customer replied back to us we may have worked out something, for example, maybe a discount on a replacement jacket.
Because we received the jacket back and had an opportunity to closely inspect it, we know the condition it was returned in. There was no damage to the jacket, and it seemed in very good quality. The customer's comment on Ripoffreport.com that the quality of the jacket was "unacceptable" was never brought up in the return process, and I'm not sure why that comment was made here.
We at STG stand by our customers and are always willing to work with them to find a solution. If a customer has issue with one of our policies, we are absolutely willing to talk with them about it. We have staff standing by the phones, Mon - Fri, 10am - 6pm EST. We are a small (15 employee) family owned and operated business in Shelby Twp MI, and we love to help riders just like us. Looking at our competitors websites and return policies, they too request that their products be returned with all the original tags and packaging. Even some of our bigger competitors that have hundreds of employees and are backed by multi-billion dollar comglomerates spell out in their return policy that the plastic garment bags must be returned with the item. This policy is everywhere in an industry made up of very different, independent companies. STG has not made or enforced any policies that could reasonably be interpreted as unusual.
Hopefully we can agree to disagree, and maybe even win this customer back in the future.
V/R,
Tony
Sales Manager - STG