They had a great deal for one day on Gmax GM54s. So, I ordered two - a large for me, and a XS for wife. They showed all colors available, so chose titanium. A few days later, got an email saying wife's helmet is shipped, mine is in back order. No biggie. So, I contacted biker bandit, and here is the conversation with Victor on June 22.
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info: You are now chatting with 'Victor - OCR Rep'
Victor - OCR Rep: Welcome to BikeBandit.com's live chat Customer Service. If your question is concerning an order, please have the first 6 digits of your order ID ready.
Victor - OCR Rep: Hello Nayan
nayan.saikia@gmail.com: Hello, got a question regarding order TM19VME
Victor - OCR Rep: How may I assist you today?
nayan.saikia@gmail.com: It says the large helmet is on backorder
nayan.saikia@gmail.com: Is there any large helmets available for that model in a different color?
Victor - OCR Rep: Let me check on that for you. Do you mind holding?
Victor - OCR Rep: any color?
nayan.saikia@gmail.com: Any color. Yes
Victor - OCR Rep: whats size are your helmets?
Victor - OCR Rep: the LArge is the one on backorder correct
nayan.saikia@gmail.com: Yes
Victor - OCR Rep: what was your original color?
nayan.saikia@gmail.com: I think you guys already shipped the XS
nayan.saikia@gmail.com: The original color was titanium
Victor - OCR Rep: ok yes got it
Victor - OCR Rep: let me see which one is available ok
nayan.saikia@gmail.com: Ok. Thanks
Victor - OCR Rep: have you noticed the price is $152.96?
Victor - OCR Rep: for any color
nayan.saikia@gmail.com: Well, when I bought it yesterday all colors were showing available. And so I picked titanium
Victor - OCR Rep: yes i understand
Victor - OCR Rep: but i see the price is different
nayan.saikia@gmail.com: Since you do not have that in stock anymore, will you not honor the price from yesterday?
Victor - OCR Rep: its now $152.96
nayan.saikia@gmail.com: I understand that. But I bought that helmet yesterday. I am not buying it today.
Victor - OCR Rep: oh ok
Victor - OCR Rep: if i order that helmet it will be at $152.96
Victor - OCR Rep: as the other one was backordered
Victor - OCR Rep: or we can wait 25 days and see if the original helmet in titanium is released
nayan.saikia@gmail.com: I sure do not understand the logic. If I would have picked a different color - say black - I would have got the same helmet at $95.
nayan.saikia@gmail.com: And since the titanium is out of stock, you are saying you cannot switch color on me?
Victor - OCR Rep: i do apologize about that
Victor - OCR Rep: the original helmet is still on order for you at that parice
Victor - OCR Rep: price
Victor - OCR Rep: unfortunately we dont handle exchanegs tat his tie
Victor - OCR Rep: this time
nayan.saikia@gmail.com: How is it an exchange when you do not have the helmet in titanium to begin with?
nayan.saikia@gmail.com: So bottom line, even though you have a helmet in another color, and the titanium is in back order, you are not going to offer me the same helmet at the same price in a different color
Victor - OCR Rep: since the orignal helmet is not confirmed as discontinued
Victor - OCR Rep: i have 25 days to wait for that helmet to be delivered by the manufacturer
nayan.saikia@gmail.com: Black, white, titanium, isn't it the same helmet?! GM54S?
nayan.saikia@gmail.com: So I do not understand why you guys cannot honor my request to send me the helmet in a different color !
nayan.saikia@gmail.com: I sure never faced this issue anywhere before.
Victor - OCR Rep: let me check on this for you
Victor - OCR Rep: do you mind holding
nayan.saikia@gmail.com: Not at all
Victor - OCR Rep: Thank you for waiting. We'll be with you in just a moment.
Victor - OCR Rep: I'm sorry for the delay. Please bear with me just a moment longer.
nayan.saikia@gmail.com: Sure
Victor - OCR Rep: unfortunately as long as the backordered helmet is on order for that price
Victor - OCR Rep: i wouldnt be able to place an order for that price
nayan.saikia@gmail.com: Boy am I kicking myself for choosing titanium AND your deal
Victor - OCR Rep: that doesnt mean you will not get it
Victor - OCR Rep: its still on order
nayan.saikia@gmail.com: 25 days? with no guarantee that it will be available?
Victor - OCR Rep: i do apologize about that but they havent provided us with a release date
nayan.saikia@gmail.com: I am the customer here - I do not understand your process - all I want is large size GM54S that you advertised at a great price. I am even not picky about color - I just happen to choose the wrong color.
nayan.saikia@gmail.com: I am honestly speechless that you just cannot work with me.
Victor - OCR Rep: i am trying to work with you
Victor - OCR Rep: ok i will go ahead on my end get that helmet and manually charge you for the original cost
Victor - OCR Rep: which color would you like?
nayan.saikia@gmail.com: Any lighter color is preferred. Titanium if available, if not white, if no white than wine, otherwise black
Victor - OCR Rep: of perfect
Victor - OCR Rep: i will place the reorder for you at the original price as the backordered item
Victor - OCR Rep: Is there anything else I may assist you with today?
nayan.saikia@gmail.com: Thank you very much. I think that is all for today. I am sure you will be glad to get rid me ! lol !
Victor - OCR Rep: no of course not
Victor - OCR Rep: im here to make things right
nayan.saikia@gmail.com: I am glad you came through finally for me
Victor - OCR Rep: thats why we are one call resolution and not customer service
Victor - OCR Rep: we were trying to find a way to get the item but not have the system charge us for the difference
nayan.saikia@gmail.com: Ok.
Victor - OCR Rep: and customer satisfaction is our main goal
Victor - OCR Rep: were riders ourselves so we know what its like
Victor - OCR Rep: when you cant get a part
nayan.saikia@gmail.com: Well, I do not feel bad now for choosing BikerBandit
Victor - OCR Rep: just always let us know and we are willing to work with you
Victor - OCR Rep: so thank you we appreciate your business
Victor - OCR Rep: Thanks for visiting us at BikeBandit.com! We hope to hear from you again soon.
nayan.saikia@gmail.com: Welcome
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I did not see any email come through. I checked my account page - nothing there. Checked my credit card - nada. I thought maybe they need my credit card info and forgot to take it. I thought I should contact them again, although I would have thought they will contact me if that is the case. Here is my conversation with Jerome on June 23.
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info: You are now chatting with 'Jerome - OCR Rep'
Jerome - OCR Rep: Welcome to BikeBandit.com's live chat Customer Service. If your question is concerning an order, please have the first 6 digits of your order ID ready.
Jerome - OCR Rep: Hello Nayan
Jerome - OCR Rep: How may I assist you today?
nayan.saikia@gmail.com: Hello
nayan.saikia@gmail.com: Yesterday I talked to Victor regarding my order TM19VME
nayan.saikia@gmail.com: One of the helmets I ordered was in back order as I was unlucky enough to choose the wrong color.
nayan.saikia@gmail.com: After much discussion, he said he will switch out it for an available color for the same size.
Jerome - OCR Rep: Let me check on that for you. Do you mind holding?
nayan.saikia@gmail.com: Sure
Jerome - OCR Rep: I'm sorry for the delay. Please bear with me just a moment longer.
nayan.saikia@gmail.com: No problem
Jerome - OCR Rep: What helmet is incorrect?
nayan.saikia@gmail.com: The large one. I think the XS already shipped
nayan.saikia@gmail.com: The large one is on backorder in titanium color
nayan.saikia@gmail.com: I can email my conversation with Victor. But I am sure you have that on file.
Jerome - OCR Rep: I can cancel this back ordered item for you and a new order would have to be placed but we would be able to credit you back the ground shipping cost on this new order
Jerome - OCR Rep: So you wouldnt have to pay for shipping twice
nayan.saikia@gmail.com: I thought that is what he did yesterday...
nayan.saikia@gmail.com: So you are saying it has not been done yet?
nayan.saikia@gmail.com: He said he will put in a new order on a different color for the original price, which was $95
Jerome - OCR Rep: Correct a new order would have to be placed and I do apologize for the inconvenience that you were misinformed that Victor would be placing a new order for you
nayan.saikia@gmail.com: Will you be honoring the original price?
Jerome - OCR Rep: Let me check on that for you. Do you mind holding?
nayan.saikia@gmail.com: Can you pull up my conversation with Victor from yesterday?
Jerome - OCR Rep: Im doing that now I seemed to have missed a few details give me one moment please while I figure out what is happening
nayan.saikia@gmail.com: Sure
Jerome - OCR Rep: Thank you for waiting. We'll be with you in just a moment.
Jerome - OCR Rep: We'll be right with you.
nayan.saikia@gmail.com: Sure
Jerome - OCR Rep: Ok your helmet has been reordered for the same price
Jerome - OCR Rep: I apologize for my confusion earlier
nayan.saikia@gmail.com: Oh! Thank you so much!
Jerome - OCR Rep: No problem
Jerome - OCR Rep: Is there anything else I may assist you with today?
nayan.saikia@gmail.com: No, that is all I needed. So you were able to grab my credit card info, etc. for the re-order. Right?
Jerome - OCR Rep: Everything is good
nayan.saikia@gmail.com: Cool. Thank you. That will be it for me
Jerome - OCR Rep: If you need anything else, just give us a "click" !
Jerome - OCR Rep: Thanks for visiting us at BikeBandit.com! We hope to hear from you again soon.
Jerome - OCR Rep: Thank you, have a nice day!
nayan.saikia@gmail.com: You too
Next day, still do not see anything and so contacted BB again. Here is my conversation with Shalene on June 24.
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info: You are now chatting with 'Shalene - OCR Rep'
Shalene - OCR Rep: Welcome to BikeBandit.com's live chat Customer Service. If your question is concerning an order, please have the first 6 digits of your order ID ready.
Shalene - OCR Rep: Hello!
Shalene - OCR Rep: How may I assist you today?
nayan.saikia@gmail.com: I have a question regarding an order I placed. My original number is TM19VME
nayan.saikia@gmail.com: I have talked to Victor day before yesterday and to Jerome yesterday regarding this issue
nayan.saikia@gmail.com: If you look at that order number, you should see a cancelled order for a titanium colored GM54s helmet in size large. Per my conversation with Victor and Jerome, I was to be sent the same helmet in same size with a different color. Basically reoder the item honoring the orginal price of $95.
nayan.saikia@gmail.com: I just wanted to confirm that has happened as I do not see any email or any record of it in my account page. Nor do I see any charge on my credit card for such an order
nayan.saikia@gmail.com: Hello?
Shalene - OCR Rep: Let me check on that for you. Do you mind holding?
nayan.saikia@gmail.com: Not at all
Shalene - OCR Rep: Thank you for waiting. We'll be with you in just a moment.
Shalene - OCR Rep: I am showing that this was reordered for you
nayan.saikia@gmail.com: Ok. Thanks. Curious if it will show up under my account page under nayan.saikia@gmail.com
Shalene - OCR Rep: It should show up under your account and you will receive an email once the item ships as well
nayan.saikia@gmail.com: Ok. I have not seen it yet, but I will keep an eye out for it
nayan.saikia@gmail.com: Thank you for your help. That is all I needed
Shalene - OCR Rep: Thanks for visiting us at BikeBandit.com! We hope to hear from you again soon.
Shalene - OCR Rep: Thank you, have a nice day!
Shalene - OCR Rep: If you need anything else, just give us a "click" !
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Waited Friday, Saturday and Sunday. Granted most shops do not do business over weekend. Contacted them Monday morning again because I still have not seen anything. And here is my last conversation with Shalene.
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info: All BikeBandit.com Live Help operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
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info: You are now chatting with 'Shalene - OCR Rep'
Shalene - OCR Rep: Welcome to BikeBandit.com's live chat Customer Service. If your question is concerning an order, please have the first 6 digits of your order ID ready.
Shalene - OCR Rep: Hello!
Shalene - OCR Rep: How may I assist you today?
nayan.saikia@gmail.com: Hello
nayan.saikia@gmail.com: I believe I talked to you last Friday about an order placed on Thursday
nayan.saikia@gmail.com: TM19VME
nayan.saikia@gmail.com: It was a helmet that was re-ordered for me.
nayan.saikia@gmail.com: I still do not see it showing up in my account, no email, neither am I being charged in my credit card
nayan.saikia@gmail.com: So, I have no clue what is going on here.
nayan.saikia@gmail.com: I do not want to buy a helmet somewhere else and then get charged by you guys as well. Can you tell me what is going on?
Shalene - OCR Rep: It doesnt look like you spoke with me but from the notes in the order it looks like the helmet is currently backordered
nayan.saikia@gmail.com: wow...
nayan.saikia@gmail.com: anyway you can pull up my conversation with victor and Jerome?
nayan.saikia@gmail.com: I am baffled why would you re-order a helmet for me that is in backorder...
Shalene - OCR Rep: I am looking into this for you. One moment please
Shalene - OCR Rep: I apologize for the inconvenience but it does look like when we went to place the order it came back that the item did go on backorder.
nayan.saikia@gmail.com: So, the item is backorder for any color in that size?
nayan.saikia@gmail.com: And I did talk to you on Friday. I have transcript on email. You confirmed it was re-ordered.
nayan.saikia@gmail.com: So, basically, since June 22, I have been contacting you guys over this and just been wasting my breadth.
nayan.saikia@gmail.com: Please go ahead and cancel that order. I am done discussing this matter.
nayan.saikia@gmail.com: Hello?
Shalene - OCR Rep: I have cancelled this reorder for you
Shalene - OCR Rep: Is there anything else I may assist you with today?
nayan.saikia@gmail.com: Nope. I am done doing business with Biker Bandit. Sorry
Shalene - OCR Rep: Thanks for visiting us at BikeBandit.com! We hope to hear from you again soon.
Shalene - OCR Rep: Thank you, have a nice day!
Shalene - OCR Rep: If you need anything else, just give us a "click" !
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It is just making my blood boil. If they could not just do it, be up front and say you cannot. Dinked me around for 4 days ! I am done with BB.
