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29er / Buyer BEWARE: Hongfu bikes
« on: July 19, 2018, 11:21:06 AM »
Edit:
TLDR: Do not buy from Hongfu bikes, ever.
-----
I'll give the brief version here. I've ordered a few frames from Workswell, Peter @xmcarbonspeed, all with great experiences. I decided to order the popular FM258(FM058/FM158) from Robert @Hongfu bikes. Per his preference I paid through alibaba.com. I ordered the frame around May 25th and expected longer processing due to my custom paint order.
Email conversation:
May 25th ordered
June 14th: (me) Hi Robert, how is the frame coming along -- Does it look like it will be shipped soon? : )
June 14th: (Hongfu) don't worry ,the frame is producing ,I wii tell you when it is finished
July 17th: (me) Hi Robert, any update on this frame?
July 17th: (Hongfu) Hi Sam, thanks for your inquiry Now everything is going well, probably shipped at the end of the month.
July 17th: (me) Too late to cancel my order ?
July 17th: (Hongfu) the frame is ud raw then ud matt matte finial is paint ，so need sometime.and Will be completed soon
July 17th: (me) Robert, I was under the impression my order was in stock in raw/matte and just needed to be processed + painted. I have considered other options since I have to wait until August. Can we process a refund cancellation?
---started refund process with alibaba---
July 18th: (Hongfu) hi Sam, I am Sorry aboout that and the frame finish is ud matt just need to paint, we try our best to finish paint in a week ,at end of the month you will get your frame. Can you withdraw Request a refund?please
July 18th: (me) I am sorry Robert but I have decided on other frames because the processing took too long - this is a good cancellation since it’s not painted yet. I am sorry again but we must refund if possible, let me know the best way.
July 18th: (Hongfu) It only takes a few days to complete, it is painting,I will send it next Tuesday.
July 19th: (Hongfu) Can you cancel your application for a refund and your frame will be senton next Tuesday? If you want a refund, you will need to pay some of the costs in our production process, and there will be losses for both of us.
My opinion:
This is a pretty unprofessional thing to do. I spent $880 on this order expecting it to be shipped within 60 days. When it was not, I asked for a refund - since the frame wasn't painted yet I didn't feel bad about it. Since when do customers absorb manufacturing costs?? This tactic is very petty for a 1 unit order and just wanted everyone here to be aware of a potential headache. I've heard good things about Hongfu, and i've had great experiences with other manufacturers, but this experience has left a very bad taste in my mouth. I think some of you will think i'm being too impatient here but what's wrong with refunding an order before it's shipped, and also before my customization (paint)?
TLDR: Do not buy from Hongfu bikes, ever.
-----
I'll give the brief version here. I've ordered a few frames from Workswell, Peter @xmcarbonspeed, all with great experiences. I decided to order the popular FM258(FM058/FM158) from Robert @Hongfu bikes. Per his preference I paid through alibaba.com. I ordered the frame around May 25th and expected longer processing due to my custom paint order.
- About 2 weeks later I inquired on the status, and Robert told me the frame was still producing (odd because I assumed they were in stock, according to their aliexpress store)
- I waited 30 more days and inquired again, he told me the frame would be done soon (still no paint?!)
- At this point I ordered a frame from xmcarbonspeed (thanks Peter! super fast shipping)
- Since the frame still wasn't painted I politely asked for a refund (see email paste below)
- Robert denied my refund and said the frame will be shipped anyway (??)
- I asked at least 3 times to issue a refund and started the process on alibaba - also started a dispute with my CC company
- Robert then emailed me and told me if I wanted a refund I would have to absorb mfg and processing costs (
) - Escalated dispute to alibaba and have to upload evidence
Email conversation:
May 25th ordered
June 14th: (me) Hi Robert, how is the frame coming along -- Does it look like it will be shipped soon? : )
June 14th: (Hongfu) don't worry ,the frame is producing ,I wii tell you when it is finished
July 17th: (me) Hi Robert, any update on this frame?
July 17th: (Hongfu) Hi Sam, thanks for your inquiry Now everything is going well, probably shipped at the end of the month.
July 17th: (me) Too late to cancel my order ?
July 17th: (Hongfu) the frame is ud raw then ud matt matte finial is paint ，so need sometime.and Will be completed soon
July 17th: (me) Robert, I was under the impression my order was in stock in raw/matte and just needed to be processed + painted. I have considered other options since I have to wait until August. Can we process a refund cancellation?
---started refund process with alibaba---
July 18th: (Hongfu) hi Sam, I am Sorry aboout that and the frame finish is ud matt just need to paint, we try our best to finish paint in a week ,at end of the month you will get your frame. Can you withdraw Request a refund?please
July 18th: (me) I am sorry Robert but I have decided on other frames because the processing took too long - this is a good cancellation since it’s not painted yet. I am sorry again but we must refund if possible, let me know the best way.
July 18th: (Hongfu) It only takes a few days to complete, it is painting,I will send it next Tuesday.
July 19th: (Hongfu) Can you cancel your application for a refund and your frame will be senton next Tuesday? If you want a refund, you will need to pay some of the costs in our production process, and there will be losses for both of us.
My opinion:
This is a pretty unprofessional thing to do. I spent $880 on this order expecting it to be shipped within 60 days. When it was not, I asked for a refund - since the frame wasn't painted yet I didn't feel bad about it. Since when do customers absorb manufacturing costs?? This tactic is very petty for a 1 unit order and just wanted everyone here to be aware of a potential headache. I've heard good things about Hongfu, and i've had great experiences with other manufacturers, but this experience has left a very bad taste in my mouth. I think some of you will think i'm being too impatient here but what's wrong with refunding an order before it's shipped, and also before my customization (paint)?
