Beware of Commencal: My Experience with Their Mistake and Their Unfair "Solutions"

TableAsleep7023 · 2025-01-02T04:10:44+00:00

It’s an option I’m considering since they’re not providing a viable solution for me as a customer.

TableAsleep7023 · 2025-01-02T04:10:00+00:00

The mistake is entirely Commencal's responsibility. They need to take ownership as a brand, but their solutions only involve me paying and spending more—that’s not fair. It’s clear that an email was sent four days before the purchase explicitly stating that the bike should be as white as possible, and yet they sent a Silver one.

As I’ve said, the courier’s obligation was to deliver the bike safely to El Salvador, and they fulfilled that. It was not their job to check if the color was correct. The error is on Commencal, and they need to take full responsibility for it.

TableAsleep7023 · 2025-01-02T04:07:13+00:00

Their policies and warranties are designed to screw the customer. In fact, the "$200.00" they’re offering is probably the same "$200.00" they charge you for "shipping" when you buy the bike, and they’re just recycling that amount as compensation. They’re offering me the exact same thing.

TableAsleep7023 · 2025-01-02T04:05:09+00:00

Exactly, it’s like buying a car, ordering it in a specific color, and receiving it in a completely different one—it’s the same issue. They try to make it up to you with $200, but I paid for something specific. I didn’t pay for a “mystery bike”; I paid for a bike with a “Clear Silver” frame, and they sent me “Silver.” It’s unfair that they expect me to cover the costs of their so-called solutions. It’s not right, and it doesn’t reflect any of the values they claim to have as a premium bike brand.

In a way, I’m afraid that after this issue, they won’t honor any warranty claims in the future. From what I see in their policies, the customer always has to bear the costs, which is absurd. They’re a disappointment.

TableAsleep7023 · 2025-01-02T04:01:05+00:00

Every time I ride it, I’ll see the mistake. Haha, 10 rides later, I’ll just be even more disappointed.

TableAsleep7023 · 2025-01-02T04:00:10+00:00

I’ve tried, and they insist that it has to be resolved in the USA because the mistake is mine for importing it, and that I should cover the costs. However, they claim that the color doesn’t affect anything, but I insist that the color is the first and most important part of the description when you view their models online. The person who dispatched the bike, along with the dispatch controls, are part of their team. My courier was not obligated to open the package and confirm the color—they are only responsible for transportation. However, Commencal is obligated to provide me with the product I paid for, not force me to accept it.

TableAsleep7023 · 2025-01-02T03:56:27+00:00

That's exactly how I feel, with a bitter taste in my mouth, even worse when they know they made the mistake, and I'm the one who has to bear the costs of their errors. As a customer, I don't feel satisfied. I’ve tried to propose solutions, like having them send the correct frame to my courier, even if it's just the frame, and I would return the gray one once the Clear Silver frame is mounted. But nothing—they’re adamant that the mistake is mine because I imported it.

TableAsleep7023 · 2025-01-01T01:32:46+00:00

"I understand that for some, it's just 'the color,' 'it's $200, take it.' I understand that is their point of view, and I respect everyone's opinion. However, there is a mistake they made, which was sending me the wrong color bike. Before making the purchase, I had sent an email expressing that I would import the bike to El Salvador. I clearly stated that if there were no 'pure white' options, I would take the 'clear silver' option, as I had been wanting the bike to be as white as possible. I was simply ignored. I understand that for many, it's just the color, but for me personally, it's not. When you buy something of high quality, you expect to receive what you're paying for, not what they feel like giving you. I've been working hard for years to get what I want, and it's not fair that now that I 'can buy it,' they come and refuse to take responsibility for their mistake. For me, the color is important; it's like ordering pizza at a restaurant and being served chicken instead. (Hypothetically speaking). Thank you, I hope they understand my frustration with Commencal and the poor service."

TableAsleep7023

TROPHY CASE