Strong Customer Service, Terrible Site
Written: Nov 25 '06 (Updated Nov 25 '06)
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I had a mixed experience with CASportTouring. Although the customer service is good, the website layout, selection, and general professionalism is subpar. The prices are low, however, so I wouldn't count it out completely.
Products and Prices
CASportTouring has a small selection of motorcycle parts, accessories, and apparel. You'd think that they offer a pretty large amount of gear if you were judging by the menu options, but a lot of menus take you to empty areas. The products they do have, however, tend to be lower than most or all other sites. I randomly chose 3 items off their site and froogled them. I couldn't find anywhere that offered a price even within 10% of their price. It seems like their low-budget setup lets them pass some savings on to the customers.
Layout
The layout of their site is very unprofessional. When you first reach their site, you'll find a sloppy homepage (right now the graphics won't load) with a link to their store and their address. Once you progress to their store, you'll find navigation bars that aren't very helpful. The items are strangely organized and the formatting is inconsistent, which makes it harder than necessary to find what you're looking for. In fact, I'll just show you:
Sign In
Clearance
Gift Certificates
New!
Ordering
Returns
Shop by Manufacturer
Shop by Make/Model
SHOP BY TYPE OF PRODUCT
Specials
GIFT IDEAS UNDER $50
If you follow their links to their products, you're likely to find many areas that don't actually have any merchandise. I followed four random branches. Product - Body/Fender - FendExtanda and Product - Electronics - Boostaroo had products, but Product - Apparel - Jackets - Tour Master and Product - Electronics - Garmin had no products listed, which wasn't obvious until you went there. Luckily, it's pretty easy to go to another choice, and you'll probably be doing a lot of this.
The product descriptions often leave out information (See Experience Below). Some have pretty good descriptions, but some are REALLY abbreviated. I suspect it has to do with whether or not the manufacturer has a product description they can copy/paste.
In the Clearance and Specials section, you'll have to just take their word for it that the prices are discounted. They don't share the "usual" price.
Shipping, Services, and Guarantees
The site makes no claims about typical shipping speed, but I received my order just two days after placing it. Also, they don't disclose any shipping rates, so you don't actually see what the shipping will cost until AFTER you give them all your contact info, which I think is bad practice. The checkout process is alright, with the option to make an account or to just check out without one.
For returns, they say that there is a 10% restocking fee with a MINIMUM fee of $7.50 and a Maximum of $50. And of course, it comes with the typical requirements of original packaging, good condition, etc. They also say the following: "We will waive the restocking fee and pay for the applicable shipping if we made an error in filling your order or you received a defective product - defective products will be repaired or replaced according to manufacturers policies. " (Again, See Experience Below) You have to call ahead and get a return authorization and number before you send back your item, and if you're returning a gift, the refund will go to the original buyer.
Experience
My order from this site was for a Vista Cruise Control. The site description simply said that it fits most Honda motorcycles. I ordered it and had it two days later. I opened up the shipping box to find that the box clearly says that it fits many Honda motorcycles "with 7/8" handlebars." My bike does not have 7/8" bars, and it wouldn't fit. I called the support line and the very nice representative recommended I speak to the owner, and I had him on the line within 2 minutes of calling. He listened to what had happened and apologized for the mix up saying that "it should definitely say 7/8" on the site." I told him that my handlebars are about 1-1/4". He told me I'd need the universal cruise control and he offered to sell me that instead. I told him I wasn't interested in getting that today (about $10 more), and he said that was fine. He said he'd waive the restocking fee but he couldn't pay back the shipping and that I'd need to ship the cruise control back to him. When I asked if that meant I was to pay for the original AND return shipping, he said (after a short pause) "Actually, I'll split it with you. Just send it back and I'll refund the original shipping, too."
I've looked back at the site since then, and they updated the descriptions! I guess they're still small enough that they actually bother to fix problems. This somewhat surprised me, but it's true. I really thought it would still be insufficiently advertised, but it now includes the 7/8" handlebar requirement.
Overall, I have mixed feelings. I really hate their site and don't like their restocking fee policy or the fact that you can't see shipping charges until your give them your info. On the other hand, they really seem to care about their customers and they are small enough that they can give you personal attention. And their prices are great! ... if you can find what you're looking for.
If you found this useful, you might want to check out my other motorcycle store reviews:
PowerSportEquipment
BikeBandit
Recommended:
No
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About the Author
Member: Josh
Location: Huntsville, AL, USA
Reviews written: 59
Trusted by: 10 members
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