I just had a ridiculous, annoying and insulting visit to the West Bank Hub on Cedar Ave today.

I stopped in to make a return on a Banjo Brothers backpack I had purchased from them about a week ago. The bag was completely unused and I had both the receipt and the tag that came with it. After looking it over for a couple of days, I decided I didn't like the feel of the bag and I was put off by its inherent cheapness and poor quality.

Upon my arrival at the store, I first talked to a larger dude who was polite and turned me over to the woman sitting behind the "customer service" desk. I explained that I was making a return because I had changed my mind on the bag. I offered that the bag just felt cheap, and pointed to the busted stitching on the sternum strap that had come undone the very first time I really tried the bag on at my apartment.

The woman behind the counter then told me that since I broke the bag, I could only receive store credit. Amazed, I politely replied that it was "unacceptable". This classy gal proceeded to roll her eyes and tell me to "calm down". Amazed, I simply said, "I am completely calm."

After 5-10 minutes of wandering around the store, some manager woman came out and tried to shove store credit at me again, saying that I would have to make a warranty claim on the bag with the company, because thats what they would have to do.

Finally having enough, I simply said, "You are blowing my mind right now. The bag is brand new. I never even rode with it or sweat on it. I need my money back."

To which they finally relented and gave me a refund.

What the fuck?! Are you fucking kidding me?! It was a defective, unused bag with a week old receipt! Give me a fucking break! On top of that, what kind of clown tells someone to "calm down"?!

I've experienced my fair share of aloof, arrogant, careless and douchey morons at Twin Cities bike shops over the years, but that takes the prize.

The Hub sucks. Its lost a customer and gained a vocal antagonist.

Save your money for the fine fellas down at Hiawatha Cyclery. (I should have just shopped them in the first place.) Nothing but class from those guys every single time you walk in the door. Or if you are on the west bank, just go down a block to the Freewheel.

Seriously, fuck the Hub.

So you (perfect stranger) walked in with a used item and are angry they offered you store credit instead of cash? It had its tag removed and was damaged?

I would. Perfect stranger or not.

Yeah. What kind of return policy is that? You should only expect to be able to make returns if you are "pals"? I had the receipt and the little Banjo Bros tag that came on the bag. What else am I supposed to have? It was an $80 bag the broke the minute I tried it on. It failed. Are you saying I shouldn't expect to be able to make a return under these conditions? Bwa ha ha. You're funny. Imagine if it would have been a $250 bag, or a $1100 bicycle. . .

If thats how they want to run their business, I guess thats fine. It's just a great reason to spend your money elsewhere.

Not to mention the fact that they seem totally willing to talk to you like an asshole.

Maybe some people dig that sort of thing. I'm not one of those people.

Bummer, I have always had good experiences there, in fact it is one of my favorite shops. Happy to hear that you were able to return your bag though and it all worked out.

Some stores, depending on size of the business as well as other factors, have these things called return policies. Seeing as you had purchased an item, taken it off of the premises, and used it, you are lucky that they even gave you a store credit. I realize that you didn't actually use the bag more than trying it on, but if it is the bag that was defective, then it's the manufacturers fault and not your own, or the stores. The store credit was offered, because there is a chance that the store will not be able to return the item. I also don't understand your issue with store credit. Why didn't you just go in, grab another bag, and give it a try. I believe your complaint should be issued towards Banjo Bro's defective bag, rather than trying to slander a local company on the internet. If someone telling you to "calm down" causes such a harsh reaction, maybe you actually need to calm the fuck down.

you were allowed to make the return, they just offered up a store credit.

I could buy all the bike stuff I need online. I go to local shops (and usually pay more) for services I can't get from online stores and the ability to easily return defective stuff is one of those services. If I didn't get that I wouldn't shop locally.

I don't know, dude. It sounds like you went into a store and refused to accept their policies, made a stink and they broke their rules just to make you happy. You're taking time to slander a business that went out of their way for you because someone said calm down?

I'm only sayin because that's where I go, and people have helped me change tires, and half the time the mechanics don't charge me for little things.

To each their own.

That is the point. I WANT to spend my money locally. I want to keep my dollars in MPLS and not ship them off to JensonUSA.com or Treefortbikes.com or REI.com. All of whom will match or beat the local guys for price, offer a problem free return policy and ship the shit straight to my door. I want to shop the local bike shops and I do shop the local bike shops. (Especially the guys down the street and the fine fellas in S MPLS) I am happy to pay the difference in price because I am happy keeping my money in the local community. I simply expect not to be treated like an asshole. I expect a bike shop to stand behind the stuff they sell. I also expect the service to be BETTER than the online guys. If the local shops can't win on price OR service, what is the fucking point? Other bike shops in this town will stand behind their product, offer you a hassle free return and not talk to you like an asshole.

I didn't "make a stink". I was not rude or out of line for even a second at any point in the transaction described above. I hate confrontation. I am polite to a fault, especially with people I do not know. However, when someone is rude or stupid, I am completely comfortable going onto the interwebs to "slander" a local bike shop on a forum in the specific section dedicated to bike shop reviews.

I've spent hundreds of dollars at the Hub over the years and I have not had a problem. That is why the giant pain in the ass on getting my money back, rather than store credit, on an $80 bag was so amazing.

Again, if thats how they want to run their show, that is their choice. It is just amazing to me that they would risk alienating customers in the age of omnipresent online bike shops and increasing local options with such shit policy and such shit personnel behind the counter.

But hey, if you enjoy a completely out of date return policy and the potential of being talked to like an asshole, there is a bike shop on 301 Cedar Ave S that would love to do some business with you.

That's my bike shop review, and I am sticking to it.

Spend your money elsewhere. LITERALLY, spend your money elsewhere.

From another POV, there are a lot of scammers out there, and stores are aware of that. Go to REI's scratch and dent sale and you'll see people returning four year old items and claiming that they were used just once or twice.

Stores adopt their policies through a combination of common practice and getting bit in the ass. Maybe the Hub has had one too many people try to pull a fast one on them?

bites,
it feels to me like you just want to get some anger off your chest, and that you're not really interested in sharing an experience that others can take something away from.

i say this because you aren't critical of your own words or behavior, and you condemn the whole store, instead of just the actions that you were upset by.

no customer is perfect, and neither is any worker. but i think it's important that customers and workers be able to have mutually beneficial relationships. i think it would be cool if you owned your own imperfections and emotions. it could help create space for some productive dialogue.

I still don't understand what the big fuss is about. OP went into the store to return an item, originally was offered store credit, put up a fuss, was told to calm down, looked around the store, was approached with store credit again, put up a fuss, and was given his/her money back. I thought that all was well that ends well, but apparently not.

This all sounds about right.

There's already a Hub West Bank thread with a less biased title over here.