Failed to honor return policy as…
When I placed my order (i.e. gave them almost $2000) with Teleport in October of 2023 they had a 10 day return policy in effect. By the time I received the bike in September of 2024 they had changed their policy to NO RETURNS. I received the bike on September 6, asked for a refund on September 13th and was turned down and I am writing this on September 15th. I have asked and I am asking for a refund within the 10 day refund period that was in effect at time of purchase. They failed to honor return policy as written at time of purchase. Promised bike in February delivered in September. Promised name brand parts such as gates carbon belt and Italian leather seat, delivered generic belt and vinyl covered seat. Sent bikes with kilometers for units to US and sent bikes with miles for units to Canada and did not offer a replacement or exchange of this part to me. No spare parts availability. Customer service is non existent and consists of canned emails. Do not buy from this company.
Date of experience: September 05, 2024
Reply from Teleportride
Dear Bob,
Thank you for sharing your feedback. We are truly sorry to hear about your experience and appreciate the opportunity to address your concerns.
Return Policy: While we understand your disappointment, your refund request was unfortunately submitted outside of our return policy window. We strive to ensure that our return policy is clear and fair to all customers, but we would be happy to discuss this further with you if you have any questions or concerns.
Delivery Delays: We apologize for the delay in the delivery of your bike. While we did encounter some unforeseen production and shipping challenges earlier this year, we understand how frustrating the wait must have been. We are actively working to streamline our processes and prevent such delays in the future.
Parts Quality: We would like to clarify that the bike you received does include brand-name components, such as hydraulic Tektro disc brakes, which are known for their reliability and performance. We ensure that all parts meet our high standards and quality controls, and we apologize if there was any confusion regarding this aspect of your purchase.
Incorrect Units on Bikes: We recognize the mistake regarding the unit settings on your bike and are taking steps to ensure the correct units are set for all shipments moving forward.
Spare Parts Availability: We do have spare parts available for your bike, and we encourage you to contact our customer support team at team@teleportride.com to place an order. Our team is very responsive and has been regularly sending you updates. We are committed to ensuring that you have everything you need to maintain your bike in peak condition.
Customer Service: We apologize if our responses did not meet your expectations. Our team strives to provide timely and personalized support, and we are always available to assist you further. We encourage you to reach out directly to our support team so we can address any outstanding issues promptly.
We value your business and are committed to addressing your concerns. Please don’t hesitate to contact us directly at team@teleportride.com, and we’ll do everything we can to assist you.
