Hi guys,
We would like to take this opportunity to explain Stanton Bikes handling of this situation.
When we heard about the dent in the frame we felt committed to ensure costumer satisfaction. We thought by offering to fix the frame etc we were being generous as the defect occurred in transit or upon receipt. It was a shock to receive aggressive and threatening emails that contained Dan’s home address in block captials, legal legislation and 7 day ultimatums. Because we were being threatened with legal action (even though unfounded) we thought it best to highlight Stanton Bikes legal position. Legally we are not obliged to offer any help in this situation and neither is TNT as the customer signed on delivery that he had recieived the goods in good order.
In regards to packing our frames, we shipped hundreds in the same way last year and had one situation where a frame was dented (again occurring in transit or upon receipt) .We were able to fix the problem and the customer rode away happy.
That said we are always looking to improve our company and its practices. We have applied this thread’s feed back and decided to apply extra packing from this point onwards. We will also place a reminder on the box for people to inspect the contents of the box before signing for it.
It was our hope that the grieved costumer would make contact so that we could have fixed the frame, or if it could not be fixed, switched for a new one.
We would very much like this situation to end happy i.e happy customer, roosting and boosting our signature frame. However in this case we will refund this customers money so that we can all move on and make more time for fun.
Thanks for taking the time to read this
Dan