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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To be angry with bike shop for selling me a second hand bike as new?

432 replies

YellowBellyCat · 04/07/2021 07:23

I bought an expensive bike last week from a well known National bike shop chain. Bike was reduced from £2700 to £2200 as I was told it was last year’s model. It’s a seriously well specced bike.

Turned up for a club ride yesterday and people there recognised the bike, it’s had custom bar tape put on it which makes it distinctive. Someone who works at the bike shop was there and made a comment about how the bike had won a National Grand Prix. I didn’t click at first and thought he meant that make/model. But later on other people were saying oh that’s x’s old bike. I’ve now found public posts from x on the bike shops fb page dated from 2019 with photos of her with the bike saying how she’s entered numerous races with the bike.

I tried to register it with the manufacturer yesterday on their registration scheme and can’t register it as it’s already registered.

So they’ve basically sold me a 2yo second hand bike and pretended it’s new. Don’t get me wrong…it looks in good condition, they’ve obviously cleaned it well, possibly they’ve put a new chain/cassette on 🤷‍♀️ But I wouldn’t have paid that amount of money for a second hand bike. At the end of the 2019 season another National chain were selling them new for £1900!

I’m going back to the bike shop today to attempt some serious price negotiation but not sure how far I’m going to get. If they don’t budge on price I think I will have to insist on a refund as it’s just making me angry now. A similar spec bike in this year’s models is about 4k though as the bike model has been seriously redesigned and upgraded (disc brakes from rim brakes) and I can’t afford 4k. They’re also all out of stock.

A friend was with me when I bought it and she’s as shocked as me, says she also thought it was a new bike. It was lined up with this year’s bikes.

OP posts:
Twoforthree · 04/07/2021 19:29

Don’t let them fob you off with the ultimatum of a smaller discount or refund. (Refund would be their best result) You can expose them for fraud to both HO and trading standards. Even threaten the police. They haven’t a leg to stand on.
They either discount to your satisfaction or you take it further.

I’d also print out the fb posts proving it was used for racing, just to strengthen your position.

If it’s resolved to your satisfaction I’d honour my promise not to report them to trading standards, but I’d still report to HO telling them they are lucky you haven’t taken it further, but you expect them to ensure it doesn’t happen in the future to any more unsuspecting customers.

If they don’t give you the discount you want then I’d spread the story far and wide after first taking legal action.

SwanShaped · 04/07/2021 19:36

Makes you wonder how many other people are riding round on second hand bikes.

ivykaty44 · 04/07/2021 19:37

contact trading standards in the morning, ask their advice

name4change · 04/07/2021 20:24

hope you have screenshots of the FB posts .

get the resolution you want , then a social media kicking for good measure

christinarossetti19 · 04/07/2021 20:25

@SwanShaped

Makes you wonder how many other people are riding round on second hand bikes.
It wouldn't be worth it with cheaper bikes though.

The cost of replacing the items that OP lists is almost the same as the cost of a cheap bike.

user1471447863 · 04/07/2021 21:53

It would be best for them to discount it rather than refund it as if they take it back they this time would have to sell it as 2nd hand as they no longer have the ex demonstrator/staff bike cover story as it has been sold to and used by OP.
It's also in this interest to keep op happy and brush this error under the carpet than have it blow up in their face with trading standards and in the bike forums etc.
Discount to reflect 2nd hand price and then something as a goodwill gesture (couple of services or a new helmet/accessory)

QueenBee52 · 05/07/2021 01:52

OMG I'm stunned that they believe they can get away with this....

Ekofisk · 05/07/2021 06:47

I’d also be looking for press photos of the bike winning the 2019 GP race as evidence.

SwanShaped · 05/07/2021 08:58

christinarossetti19 I meant the high end ones. OP said that she thought this was likely to have happened before, with other bikes from this shop.

Saltyslug · 05/07/2021 09:10

I think you’ll need to spell it out to the manager, If this was a hoover or a laptop rather then bike it would be the same. Second hand. Preloved

GaspGulpScream · 05/07/2021 09:18

I hope it gets sorted today
Not having a warranty would worry me

CouldItBeCake · 05/07/2021 09:21

YABU to be so outing OP. You should have made this post about your hobby, and how you bought an expensive item for your hobby etc Grin

SteveArnottsWaistcoat · 05/07/2021 09:26

This is so dishonest of them!! Good luck with getting some money back. I can understand you not wanting a refund if you like the bike, but regardless it’s still not what you thought it was and they lied about it!

sausagerole · 05/07/2021 09:27

This is what I'd do in your position OP.

write a fat letter of complaint. Include any and all evidence, your recollection of the conversation with the shop etc etc. And a summary of the exact resolution you want - make sure it also provides something that compensates you for your experience and the time taken to rectify it.

Then go to head office. It sounds like the shop are not taking you seriously at all, trying to claim that their deception doesn't matter because they replaced XYZ on the bike. You want to talk to someone with the power to make decisions to your benefit and be outraged (hopefully!) by what's happened, aswell as take steps to deal with the shop manager properly.

HOkieCOkie · 05/07/2021 09:39

Is that the bike shop in Doddington Hall?

Chilver · 05/07/2021 09:43

At this point I'd be writing to the CEO with a factual account of what has happened. I would then ask two questions:

  1. Is it their brand's policy that all staff get a bike, use it extensively for up to 2 years, and then sell on as new to unknowing customers? and
  2. Is it their brand's policy to take on the warranty when it has actually been registered to a staff member and cannot not be transferred to the new owner?
CastawayQueen · 05/07/2021 09:47

This is terrible! Also the fact they they’re so glib about it
I’d go nuclear at this point but only because other unsuspecting customers shouldn’t have to be defrauded like this

jasjas1973 · 05/07/2021 10:12

Weird they registered it for a warranty with Giant, if they know they'll be selling on a year or two later.

Also, why didn't the OP notice worn brake disks, tyres, brake pads, chainring teeth? plus the inevitable stone chips bike frames have when used for any period of time on UK roads.

New bikes come with a load of (unopened/unused) paper work and bits, like tubeless kits/sealant, spare tools, plastic pedals, reflectors... most of which wouldn't be with a 2nd hand bike.

DynamoKev · 05/07/2021 10:14

@CouldItBeCake

YABU to be so outing OP. You should have made this post about your hobby, and how you bought an expensive item for your hobby etc Grin
GrinGrin
Confusedandshaken · 05/07/2021 11:04

@TonytheDog

It's completely unreasonable that staff use bikes then put them back on the shop floor as 'new'. Imagine if a high street clothes shop did this! A staff member takes a dress, wears it to a party and then puts it back for sale on the shop floor!
I'm sorry to tell you that this happens all the time. Probably not in Next or Primark but in high end boutiques and designer shops it's common practice. And all those slebs on the red carpet in borrowed dresses? Those dresses will be cleaned and put back on the rack and sold as new.

I used to run a camera shop. The staff would routinely borrow high end equipment. Using it in their own time familiarised them with the product so they were knowledgable and able to advise customers better. I assume it's similar in bike shops. Sometimes these items would be sold on as ex-demo and discounted but often they would just be cleaned, repackaged and sold as new. However we never registered the warranty before selling. That's ludicrous.

DrFoxtrot · 05/07/2021 11:49

I think wearing clothing once or twice or using camera equipment for a short time would be reasonable. But having a staff bike for several months (longer?) and training/ entering races with it is different. I am shocked that this is something the store thinks is acceptable.

Bootikin · 05/07/2021 12:31

Can I suggest you join Which consumer group as a member? It’s not expensive and they are THE experts on consumer rights - they will give you solid legal advice for free and may be able to advocate directly on your behalf with the store.

If you diont get a satisfactory solution (I would ask for a big price reduction and a full resolution of the warranty / registration balls up) then excoriating reviews of the appropriate review sites and social media to highlight the issue.

Disgusted on your behalf btw - an exciting purchase has been rather despoiled. Very shabby by the retailer.

Furloughlaylow · 05/07/2021 12:41

Get a refund, if i have read your post correctly, you paid £2200 for a 2019 model which has rim brakes? as you said the 2021 model now is 4k and has discs.

That technology will fairly soon be gone, making spares, such as wheels, shifters etc hard/more expensive to get hold of.

Original poster
YellowBellyCat · 05/07/2021 15:33

They've offered either a refund or £200 in store credit and a free bike fit. Can't say I'm impressed

OP posts:
Jumpingintosummer · 05/07/2021 15:41

@YellowBellyCat

They've offered either a refund or £200 in store credit and a free bike fit. Can't say I'm impressed
I would get it all down in a rather large letter to head office speaking about legal action.