I am out of state, called to verify stock on a bike that's hard to find and on closeout sale. Spoke to Wes, confirmed they had what I wanted and placed an order online. Wes was very professional, calling me back a short while later confirming my order, and letting me know that they would be inspecting the bike and shipping it out the next day. I was very happy with everything and looked forward to receiving the bike.
Two days later, my order was cancelled. I only knew because I went through the process of registering the purchase on the shop app (recommended by the purchase confirmation page). Checking the shop app showed my purchase was cancelled, so I contacted FFB by phone to see what the issue was. Wes told me it was cancelled because it was flagged for fraud, I payed with paypal so I knew this should be a simple matter of calling paypal and sorting it out. I confirmed with Wes that they still had the bike I wanted, and told him I would sort it out with paypal right away. I asked if I should just place a new order online once it was sorted and Wes said yes. I wondered why after being so communicative two days earlier, they had opted to just cancel me without any indication besides the optional shop app status.
Paypal confirmed that they had placed some restriction on my account, and I had to verify my identity with them for whatever reason. This had nothing to do with FFB and up to this point I don't fault FFB for cancelling the order due to a payment issue, although they did wait an extra day beyond when they told me it would be shipped out to do so.
I immediately placed a new order, confirmed payment went through with paypal, and called to confirm it with Wes. I asked if they had had a chance to inspect the bike yet (I had been told two days prior that it would be done in 24 hours) and Wes simply said that "the guy who looks at that comes in at 4". He seemed busy or agitated so I just said thanks and asked him to get in touch if there were any issues (with payment, or upon inspection of the bike).
Two days later there was no update, my paypal payment was still "Pending", and it is now Saturday, the last day of business for most bike shops. I called about an hour before closing to get an update and see if there was any issue with payment. and they did not answer. I assume my number shows and they can see who I am. I called three times during business hours to no answer.
Today, Sunday, my order was cancelled again for "unforeseen circumstances and your payment has been voided". It is now the (bike shop) weekend (sun-mon), so I have to wait two days to contact any other bike shops looking for the bike I want. I have also wasted a week on this shop, while most of my other options have sold their stock and few if any remain.
Their website says most bikes are ready in 24 hours, on Tuesday Wes told me the bike would be ready Wednesday, they cancelled my order on Thursday. I placed a second order with verified payment that same day, then they waited around letting my second order sit pending for 3 days and then cancelled it on a weekend leaving me high and dry.
Might be a great LBS, would not bother dealing with them online. read more
