Ride This

This place is the worst. Practically criminal. I placed an order on their website weeks ago, and now the fork I ordered is the last thing I need for my new bike. The entire time, the fork has been listed as «in stock.» I’ve tried to email and call the place, but I’ve gotten no answer. The status of the order on their website is «Processing.»
Ugh. I just want to finish my bike. The company says an awful lot of empty words about supporting the community, but all they seem to be doing is taking our money and giving us all headaches. Great job!

If I could give no stars, I would. To call the staff here everything in the book wouldn’t do justice.
Ordered a pair of tires, as it was advertised on their website, and received only one (took 2+ weeks to arrive). When I asked what happened, they gave me attitude and argued. Only one tire was included in the price — that’s cool, I’ll order another if I don’t have to shell out an additional $ 12 in shipping. They agree, but never call me like they said they would, and there’s no contact # to call them. I email a week later, they don’t respond. I email again, they get back to me, but take forever to charge my card again. Over 3 weeks go by, I ask what is going on with my order as it says «on hold» online. A few days later (average response time) they get back to me — the tire has been discontinued and is no longer stocked. They ask what I would like to do.
UGH. Frustrated to the point of losing it, I asked for a refund and saved the profanity. I got no apology. My order placed on April 6^th finally ended on June 6^th, TWO MONTHS, with half of what I wanted and a lot of aggravation. They simply don’t care about their customers.

Absolutely ridiculous! I placed an order for a wheelset and a thru axle conversion kit on 3÷16÷2011. On the website, both items were in stock (not able to buy if it wasn’t). Got an email confirming my order shortly after and was waiting for the shipping email… Sent them an email on 3÷22÷2011 to see if there was a problem my order. Got an email back the next day and this is what it said…
Visoth
Hi and thanks for writing. The only problem is that I have 2 people out and am burried in shipping and answering emails at 3:45 in the morning. I’ll get your order out asap and sorry for the delay.
— Tim McNutt
So no problem with the order. Just staffing issues. I can understand that. After about another 6 days of seeing my order in a «processing» status, I send them another email. And this is what it said…
Visoth, I have the wheels ready to go and have for a while. I am actually waiting on stock for the adapter, which should be to me today/​tomorrow hopefully. Either way, making your deadline will not be a problem, Visoth. I hope this email can put you at ease about your purchase.
— Tim McNutt
So…There was a problem with my order. They didn’t have an item I ordered. And instead of letting me know in the first place, they blamed it on staffing issues. I would’ve given them 4 stars if they had at least emailed or called me to let me know that the conversion kit wasn’t in stock.
It is now 3/31/2011…15 days later, I finally get an email saying my order has been shipped.
My suggestion to whoever is reading this review is that although
is a fancy website with products that are somewhat cheaper than others, pay that few extra bucks and save yourself a lot of trouble. But if you don’t need your product for at least 3 weeks, go ahead and buy from them. I, like the others who wrote reviews here, will never buy from them again.

I want to make sure I write the review about the right store. I am reviewing the store
I found them by looking for a part on google shopping. I didn’t read their reviews at that point (should have). Anyway, the price for the part was good and their website showed it as being «in stock». I placed the order on Feb 15, 2011.
About a week later (Feb 22), I get a notification saying that my part is out of stock and will be shipped on Feb 28. I called them to ask them to rush shipping because I needed the part by March 5… they said «no problem, you’ll have your part by March 5».
On March 5 I still didn’t have the part. I sent an e-​mail requesting status and received no reply. I called 4 times during business hours, I got an answering machine the first 3 times and finally on the 4^th time a live person answered. I asked him for status of my order. He told me that they didn’t have the part and it hadn’t shipped. He did kindly offer me my money back and said I could get a discount on my next order.
So, my experience with these guys is that:
1-​Their inventory tracking system didn’t work for me. Their website indicated the part was in stock when it really wasn’t.
2-​They don’t stick to their word. They promised they would have the part to me by March 5^th.
3-​They don’t follow up… they should have called me on March 5 to tell me what was going on… instead of waiting for me to call them.
So, I give them two stars because at least they tried to make things right, but I will never do business with them again.

I’m only putting 1 star because I have no choice. It should have been –1!
I saw this website on a forum about a wheelset and it’s perfect timing that I was looking for a set myself. They’re selling it for $ 100 cheaper than anyone else! Before I ordered it online, I went and sent out an email thru their customer support email to ask:
«(link…) I want to buy this. It says available but I dont know where the „add“ button is to buy it now. Please help! Thanks!»
In 20 mins, I received an email from McNutt:
«Thanks for the email. That’s an error on the website that will be corrected when we upgrade the site this upcoming weekend. If you’d like to add that wheelset to a cart, use this link and click the orange Add to Cart button.»
but before I received this email, I had already figured it out and bought the wheelset. I then sent him an email:
«Thanks! I was able to figure it out and had bought it 2 mins after I sent the email. :) Great price! I’ll make sure to share this to the forums and to my friends that are also looking to upgrade their wheels for cheaper price. Thank you!
Oh btw, the wheel that you have on the site is the same exact one as this: link…»
His reply 1 hour and 26 mins later:
«Yessir. And glad to hear it, Jay. We take whatever free publicity we can get, haha.
— Tim McNutt»
This conversation was within 3 hours in the same day.
On the 2÷23÷11 the money I paid was cleared and I waited for the status on the website to change from «processing» to «shipped» but it didn’t happen so I sent an email to Tim on 2÷28÷11:
«Hi Tim,
Please tell me that this item has been shipped out already: Order #100 006 236. The money was withdrawn on 2÷23÷11… I have a big ride coming this Sunday (³⁄₆) and I’m looking forward to using this wheels before then. Thanks»
No respond and it’s already ¾/​2011 & I had sent an email to him and to customer service already. I called and no answer either… I dont really care if it was back ordered, they dont have it in stock or if there was a mistake, etc… All I was asking for was an «update» if the item was shipped, backordered, etc… That is all and noone in this company can give me an update.
I hope Unilocal has a feature that when you go to these online stores, a link or special note will pop up on the side that tells you something about this store. This way we can prevent all the hassle. I hope I went for that $ 495 wheelset as oppose to dealing with this bullshit.
PLEASE… DO NOT ORDER FROM THIS STORE!

A zero rating would be more appropriate. I ordered an item online on ¹²⁄₁₅ as a Christmas present for a friend. I promptly received my order number and receipt and was told I would get another email when the item shipped. I waited five days and called them. Answering machine. Left an message and sent an email. No response to anything. Called again on the 22^nd and they had shut down for Holidays. Worst service experience online I have ever had… and that is hard to accomplish. Don’t buy from these guys.

Is there a 0 star rating?
Pretty much the worst customer service ever. They sent the wrong frame, and when I sent it back they acted like I was the asshole. Then, they were out of stock of my size for (what they said) at least 5 weeks. I don’t wanna wait, so I asked for a refund.
This is where the ‘fun’ starts…
I asked for a refund, and was told they would talk to billing and get back to me the next day. 3 days later, no call. I rang again, they said it was still being processed, should take 48 hours. Called back 3 days later again. Still no movement. (Or info for that matter.) Now I started getting pissed and was pretty much told that I should wait for my size to come in and they’d push it then. No. Way. Why should these pricks keep my money after I’ve already returned it? I had confirmation from UPS that they got it, and started the run around.
After a few more calls, 9 days, and alot of yelling (and alot of assholes who seem to be happier to tell you to fuck off and keep playing guitar hero rather than help) later, I finally got my money. Except it was only the amount for the frame, not the frame and fork. I blew a fucking gasket and had money back in a few days.
Go elsewhere. Please. Trust me, it’s so not worth the trouble. They like to advertise ‘We at Ride-​this are a rider owned company.’ Well, it looks like they got the most bottom of the barrel, pretentious bikers to run customer service.

While RIDE THIS offers a bunch of good items on their website, there customer service leaves wayyyy too much to be desired to recomend ordering stuff from them (at leat online).
Here is the letter I sent to their company president that outlines my experience with
Mr McNutt,
I have had it with trying to deal with your place of bussiness. I ordered a couple of items July 10^th, 2009 and recived part of my order. The rest was apparently back ordered, fine whatever no big deal. A few weeks go by and I see nothing so I email RIDETHIS for an update. No response. I email RIDETHIS a second time, no response. I call RIDETHIS on the phone and rep says there is no way for you guys to figure out what I ordered (I was unsure of the exact model of glove I ordered)? ARE YOU KIDDING ME? Anyways, this unprofessional guy had no idea what to do but offered to just send me out another Fox Racing MTB glove. Another few weeks go by and nothing. I call for a refund because I figure I am done doing business with RIDETHIS, again the phone rep has no idea how to even find my order to figure out what they owe me but he says «Ooops, i just accidentally refunded you the entire amount, you should see the chargeback tomorrow and I am going to call you to figure out what you owed» Fine whatever. Its now August 28^th, nothing has come in the way of a refund or product… and for the icing on the cake when I called RIDETHIS today, I get a message saying you cant take phone calls because you are moving the store…
I worked retail for a long time, so I know you probably didnt intentionally mean to provide such terrible serivce but it happened and I am quite frankly really angry that your rep lied to me about the chargeback and I am astonished your reps have no way to track the contents of online orders.
EPIC FAIL! I am very disapointed in this place, I though I had found a new online bike store but with this service I would avoid them like the plauge. REI might cost more, but there service is AMAZING.