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Report: #1237240

Complaint Review: Streetstrider International, LLC - Huntingdon Beach California

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  • Reported By: Niles508 — Michigan USA
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  • Streetstrider International, LLC 16321 Gothard Street Unit E Huntingdon Beach, California USA

Streetstrider International, LLC Advertises "Free Shipping" but will not honor it Huntingdon Beach California

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Streetstrider (AKA Streetstrider International, LLC) manufactures and sells an elliptical bike/excersice contraption. They only sell directly from their website or from a few catalog websites (Amazon/Brookstone/ Hammacher Schlemmer). If you purchase thru Amazon, you get Free Shipping. If you purchase thru Brookstone, you get Free Shipping. If you purchase thru Hammacher Schlemmer, you are charged whatever Streetstrider charges for shipping.

If you purchase direct from Streetstrider, the shipping cost is not mentioned on the website at all. Not even in the FAQ section, or in the Shipping section! But, Streetstrider advertises on Google, and if you Google Streetstrider (which I had done), the very 1st entry at the top of the page is an ad for Streetstrider. It clearly says "Free Shipping". The link on the ad brings you directly to the Streetstrider web page. Streetstrider.com

I placed an order for a Summit 8r (refurbished) on the phone. The website said to call to ask about availability of refurbished units. I thought I was getting free shipping, since that is what I recalled from the ad and from Amazon. But, I was charged $115 for shipping. I questioned the shipping charge at the time, but I figured that I must have been mistaken. So, after placing the order, I went back to the ad, and to Amazon, and I saw that, yes, indeed, it says "Free Shipping".

I called back and questioned the shipping charge, and was told several different stories. First, Donovan (sales) said that fee shipping was just for NEW units, not refurbished units. Then, when I asked to speak to the owner, I was put in touch with Clayton (cust.service). His story was that the ad wasn't theirs. When I said that the web link goes directly to their website, he said that the ad was theirs, but that "Free Shipping" was an error that they are trying to take care of. Then, he said that it used to be "free shipping", but that they stopped that promotion. Are new units shipped free? He differed with Donovan, and said No--no units are shipped free. So, I'm confused.

I asked to speak to the owner, but was told that he is never in. Huh?! So, I asked if there was a day or time when he would be in. Clayton said no, Dave (the owner) does not come in. Well, I asked, could you give him a message to call me?  Clayton said that it would be best if he gave me Dave's private email address, instead. So, I took the email address and wrote immediately -- explaining the discrepancy between the online ad and the fact that I was being charged for shipping. I figured an owner would be understanding and would honor an ad that he obviously placed -- even if he no longer intended to have the ad running. I asked him to contact me, and gave my phone number and email address. I never heard from him.

So, a week later, I called again and asked if I could speak to the owner -- since he had not responded to my email. At first, I was told Dave is not in -- but then, amazingly, I was told that he "might" be in. Dave picked up the phone, and said he "must have missed" my email! In any case, he refused to honor the online ad. He first claimed that the ad wasn't placed by his company. Then, when I pointed out that it links directly to their website, and says that it is a paid ad, he changed his tune to: we're trying to get that changed.

So, there you have it. I won't go into detail re: the refurbished 8r. Suffice it to say: the 8r was not refurbished, was some missing a few parts and the manual. But, I managed to get it working. So, I am not complaining about the product here -- just the lack of quality control and poor cutomer relations. The customer service is attrocious-- they rarely will answer the phone or return phone calls if you leave a message. They rarely reply to emails. It seems often like "Nobody's Home". It is doubtful that the company will  be around for long with this sort of customer service.

This report was posted on Ripoff Report on 06/22/2015 01:35 PM and is a permanent record located here: https://www.ripoffreport.com/reports/streetstrider-international-llc/huntingdon-beach-california-99647/streetstrider-international-llc-advertises-free-shipping-but-will-not-honor-it-hunting-1237240. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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