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“Bike24 had some great prices for Brooks Saddles and...”

written by on 15/04/2011

Bike24 had some great prices for Brooks Saddles and Busch + M ller Lights and promised a maximum of 14 days delivery. I placed an order on 1/3 or 4 /2011 and they charged me $19.95 Euros for shipping (Another pretty good price.)

They shipped it on 1/5/2011 and provided a tracking number.

On 1/6 they charged me $177.50 +$5.33. I have repeatedly asked for an explanation of the 2 charges but, Bike24 has never provided a believable answer. (They say my bank must have done something. My bank assures me this is a transaction from Bike24 not from the bank.)

1/6 was the last day the status of the package was updated on DHL/Deutsche Post's website.



On 1/17/2011 I contacted Bike24 because the status of my order had not been updated on DHL/Deutsche Post's website since 1/6. Bike24 told me they had started a request to DHL and if it wasn't here on Wednesday they would start an "official investigation."

On 1/19/2011 (Wednesday) I contacted Bike24 to tell them the package had not arrived and to ask for details of their "official investigation". They told me they could send me another package or refund my $. They told me that DHL said they do not have the last scan. Bike24 now said they would start the "official investigation" on 1/24/2011.

On 1/20/2011 I asked Bike24 where DHL says it is. Bike24 responded, "The parcel should be already in the USA."

On 1/24/2011 I asked Bike24 to send me another package.

On 1/25/2011 (After receiving no reply to my earlier email.) I pointed out that it had now been 21 days since my order. Later that day I got home to find that there was $41.05 postage due after I'd already paid 19.95 Euros for shipping.

On 1/26/2011 I AGAIN contacted Bike24 I told them clearly that the package was POSTAGE DUE, NOT VAT OR CUSTOMS. I offered to pay the $41.05 if they would reimburse me.

I gave up using email and began to call international long distance and talk directly with Martin Herring.

When I called US DHL as Bike24 told me, DHL informed me that they have nothing to do with DHL/Deutsche Post packages.

On 1/28/2011, after several phone calls, Mr. Hering agreed to reimburse me $41.05. So; I picked up the package and on 1/31/2011 I emailed the documents to verify my $41.05 payment. I included photos of the package clearly marked "Postage Due"; a copy of the notice for postage due & a receipt from the post office for postage due.

By 2/2/2011 I emailed them to ask when my account would be credited as agreed.

On 2/3/2011 I emailed again because I still had no response.

On 2/4/2011 Bike24 replied that AFTER they had confirmation from DHL that these were "really delivery costs and not vat or customs will we refund you the money." NOT AS PER OUR AGREEMENT. I had already provided all the documentation Bike24 asked for.

I called Bike24 via International Long Distance again & spoke to Johannes Krause who finally agreed to issue the credit as earlier promised.

On 2/5/2011 I asked again about the $5.33 charge and was told 2 days later by Herr Krause that the charge was not from them.

On 2/8/2011 the credit was finally applied to my account. (Actually $41.94)

I had given up on the $5.33 and thought the ordeal was over.



Then a couple of weeks ago I got a call from the Post Office telling me they had a refund for me. It turned out that my one of my earlier suspicions was correct. DHL/Deutsche Post had failed to label the package correctly. They refunded me the $41.05 that I had paid.



On April 13 I received an email notifying me that Bike24 was reverse the credit they gave me earlier. That seemed fair. Until I checked my account to find that they were not debiting $41.94 as they had credited me but, $44.97. After all the delays falsehoods and misrepresentations, it was going to cost me even more!

I emailed to complain and have yet to receive a reasonable response.



Contacts at Bike24.

Martin Hering

Sebastian Vogel

Johannes Krause