I want to share with all weight weenies my experience with Probikekit.com:
On 10 July, I ordered a pair of Castelli Free Aero Race Cycling Bib Shorts 3XL Black (yes, I'm that big) because they are really good in hot weather riding. I came home from a bike trip to find two packages delivered to my house on 17 July. I went to the Post Office to pick them up. Both were marked "1 of 1" with the same order number, but one of them had $51.80 postage due. I took the one without postage due -- figuring they were both the same and they had made a mistake. When I got home and opened it, I found a Pro Bike Kit thermo jersey in medium!
So, I contacted them to organize a return. They responded a week later asking if I could confirm the order number, just "to make sure you haven't received someone else parcel by mistake."
So, I got back to them with the parcel number but told them that both parcels had the same number! I inquired about returning the jersey and also whether they would send the Castelli bib shorts or give me a refund.
In response, they asked me to "send in a picture of the jersey you received to firstname.lastname@example.org
quoting your order number and name. We can then decide the appropriate action for you."
I thought that was weird (as did American Express).
I sent them the picture. Five days later I was still waiting to hear back.
So I contacted them again. This time they said they were "investigating" the issue.
Twelve days later (12 August) I contacted them to ask what was going on.
The responded the next day (13 August): "I am sorry for the delay. I have now found that your parcel is being returned to us. Accordingly you will be refunded in full just as soon as the parcel arrives back in our warehouse. I would imagine this will be within the next fortnight."
Sounds good, but -- alas -- no refund. I contacted them the next day to explain -- once again! -- that there had been two parcels and that I was still waiting on an RMA number to return the second one. At which point they responded "Thank you for getting in touch about the second parcel. I am really sorry it arrived with you incorrectly. Your returns request has been approved" but voided the refund.
I mailed them back the second parcel on 16 August.
Now, of course, they claim they haven't received it -- do you
believe them? -- and want me to prove that I sent it back. Of course, in the meantime AMEX (which has
good customer service) has found that I am in the right and credited back my account. (Though I'm still out the nearly $20 for mailing the size medium thermo jersey back.)
So, let the buyer beware!
ADDENDUM: Today (12 Sept), 10 days after AMEX reversed the charges, I got an email from Probikekit saying my credit card has been reimbursed. Wouldn't you know it?
"I can't understand why people are frightened by new ideas. I'm frightened of old ones." -- John Cage
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