Complaint Review: Orucase Bike Case

Purchased a $599 bike case.  They shipped out a used case.  They acknowledged in writing "most likely received a case that was test-packed by a customer, but returned for some reason."  The offered a $50 discount.  So I called and explained I prefered to have a new, unused case.  Spoke with Owner Isaac Howe, he was initially friendly and told me "go on you trip and return the case when you get back. 

We will use it in our rental fleet."  I thanked him and emailed his customer service people so they had a record of our agreement.  When I got back, they sent a return label.  This is where it gets really strange.  They kept the case and my money. 

After nearly 2 months I had demanded they me the new bag.  Their customer service people instead would make up a new narrative with each email, wanting to charge me to repair the bag, or charge me to ship a new bag.  It just got weirder and weirder. 

I sent them emails to remind them of our agreement, which they responded that I was "long winded."  They tried to charge me $589 to ship out the new bag, then $70, then $110.  I offered please "just refund my $599 and get rid of me."  I asked for the owner Isaac to call me.  But they refused. 

The last email I got was from Isaac denying any conversations or agreements and kept an arbritrary amount of $199.  We are currently exploring legal action.  By the way, my bike wheels were damaged during flights in their case, so it isnt very protective.  But that is not my complaint. 

Its about the owner is unethical and his employees rude.  They made a basic error by shipping out a used case.  One would think its a simple fix. Unfortunately not for them.