On a local message board someone posted a message last week about
ChainLove.com. ChainLove is a subsidiary of
BackCountry.com, a retailer that also operates
DogFunk.com,
SteepAndCheep.com and other outdoor gear sites.
ChainLove, for lack of a better description, operates on a QVC model. They list one item for sale at a steep discount and sell them until they are gone. I am not entirely sure that the 'until they are gone' part is completely true; it seems like they have switched items with some inventory left, and I have seen the same items listed multiple times. SteepAndCheep, DogFunk and several of the others operate on the same model but specialize in different subsets of outdoor gear.
Here are some samples of what I have seen recently:
- Pearl Izumi Men's Veer Short-Sleeve Cycling Jersey ($18.75/list $54)
- Oakley Men's Compression Short ($12.50 / $84.95)
- Northwave Kameleon 3 MTB Shoe ($49.00 / $139.95)
- SockGuy Cycling Sock 4-Pack ($11.00 / $39.95)
- Fizik Rondine MG ICS Bike Saddle ($22.86 / $83.30)
The shipping costs seem pretty reasonable as well. I purchased a couple of jerseys last week, and then I noticed that I was charged sales tax. I looked more closely and realized that not only is Backcounty.com a local Utah company, their main warehouse and showroom is right on one of my primary bike commuting routes to work. I rode out there and had them pull my order and they credited the shipping cost back to my card.
A Customer Service Story
Please note, I have no interest in turning this site into a customer service review site; but I have to share some of these experiences.
Saturday they were running a Bar Tape deal for something like $5.70, so I ordered two sets. When checking out I typed something like the following in the shipping instructions:
DO NOT SHIP
Hold for local pickup.
Around 1:00 today I got a notice in my email that my order had shipped, so I sent an email:
| I appreciate the quick shipping service, even on the weekend.
I would have appreciated it more if someone had read the Shipping Instructions that read "Hold for local pickup". Eight bucks is expensive shipping to send my ten dollar order 40 blocks, especially when I ride my bike right past your place every morning and afternoon on my way to and from work.
What is the best way for me to make sure my orders get held at your warehouse?
|
About 30 minutes later I got a response back:
I do apologize for the inconvenience. I have given you a credit of $7.56 for your shipping. I recommend using Backcountry.com's Live Chat as the fastest and easiest way. Open up a Backcountry.com window, in the upper right of the screen there is Live Help button, click on that to chat with a representative. Then copy and paste your order number into the chat and you are good to go. You can also call Backcoutry.com at 1-800 409 4502.
I really didn't expect any kind of credit, just a hint on the best way to arrange local pickup. I still think that the shipping instructions should have been enough. But, money back and easy instructions for the future, that seems like a great way to 'fix' this minor gaffe.