Community Bicycle Supply Incorporated

Categories: Cycling, Sporting Goods

1. 
   User Rating: 1 out of 5 stars

   a Yahoo! Local User

   01/21/2007

   Strange Experience -- I Will NEVER Go Back: A few years ago I purchased a mountain bike seat post mounted rack at CBS with a quick release mount. Even though it's simple to install, I was completely unfamiliar with quick release, was in a hurry and so had them install it in the shop. When I got home I noticed my fairly new $100+ Thomson seat post was split right down the middle from the clamp to the post collar on the bike frame. The most plausible explanation was that they over-tightened the rack's clamp on the post (those are rugged seat posts and I only use my mtn. bike to get around town). I called to see if they would replace my seat post and the owner was inflexible and unapologetic. I argued my case vehemently and countered every flimsy explanation he came up with but he was intransigent; he wouldn't budge or offer me any kind of satisfaction whatsoever. I was surprised at this response and a bit miffed and thought I should document this experience with the Better Business Bureau and so filed a complaint -- naively thinking they might negotiate a settlement. I was aghast at seeing their written response a few weeks later: The owner accused me of "verbally abusing his staff" (a complete falsehood) when I only dealt with him and went on a rant about my behavior. The only other person I spoke to was the one who rang me up and I didn't say two words to that person! It was a bizarre accusation. The response was even more strange because he had only one sentence on the subject of the cracked seatpost, with no explanation as to how else it may have gotten cracked, but several paragraphs complaining about me. I never swore, raised my voice or called him any names. I merely argued with conviction like a lawyer (which I'm not) because I felt the fault was so clear cut. He also seemed to think it had great relevance as to whose idea it was to mount the seatpost and made a big point that he graciously offered to do it; it's a moot point even though I have a clear recollection of asking for help. He then went off on another tangent that he caved in and undercharged me for work on a different day when I bought a fixed mount rack for my touring bike and they tried to stick me with about a $20 bill for installing it, which I negotiated down to six or seven bucks because they never informed me beforehand that they would charge for installation and even if I DID expect to pay something it certainly would not be that much (perhaps he wished he hadn't backed off that charge and still held a grudge -- I really don't know). However, he failed to mention that their website clearly listed the price for installing a bike rack ($8) which was within a dollar or two of what I offered to pay and he accepted at the time -- which I was unaware of and discovered while surfing their site later. But this is all far afield of my original problem. Bottom line: Lots of tangents and changing the topic: He never addressed the crux of my complaint in his response and instead started complaining about me, the customer. I've never in my life had a business respond to a complaint by complaining about the customer. That's a new one. He closed with saying he had never had any complaints with the BBB. Well, it was a first for me, too: I have NEVER felt compelled to complain about a business with the BBB -- not before or since. Contrast this with the fact that I have purchased over $10,000 of goods and services at Belmont Wheelworks in just three or four years because they consistently deliver quality service and make anything "right" that is not satisifactory. This is one of the worst customer service experiences I have ever had... ANYWHERE! Even though I live in the city it's still worth my trouble to hike out to Wheelworks when I need any work or parts. Who needs the aggravation of a contentious business?

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2. 
   User Rating: 5 out of 5 stars

   by Fili

   08/14/2006

   Friendly and affordable!: The best way to see Boston is on foot. The most practical way to see it is on a bike. Community Bicycle Supply is conveniently located in the South End and has friendly people to help you with your rentals or purchases. When in Boston again, I'll definitely go back for bike rentals. $25 gets you a bike for 24 hours!

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