DEK

Just going to tell a tale (sorry for the length) of my experience purchasing a jersey from NeoPro Cycling who, by the way, bill themselves as "USA's #1 reputable cycling clothing brand". So, here goes...

I wanted to try a jersey from NeoPro as I did have 1 pair of their bibs which are OK but I figured a jersey doesn't really need to be more than OK. So, based on the 2XL bibs I have from them, and their sizing chart, I ordered a 2XL jersey. I will mention I am at the higher end of their 2XL range but I have 6 other jerseys from 4 different manufacturers and they're all 2XL so I figured I was "good to go." Unfortunately, when I received the jersey it was so small I couldn't get the zipper to even match up to zip it.

I checked their return policy and found out they won't give you a refund, only a credit (strike 1). The next issue is the customer has to pay for return shipping as they won't issue a return shipping label (strike 2).

I figured at this point, I have no choice if I want the correct size, so I ask for a return which they promptly authorized and I packed up the jersey and sent it back at a cost of $8.00 shipping. Once they received the jersey and verified it was in unused condition (with tags on) they OK'd my credit. At least that went smoothly. Now, with the credit, I ordered the 3XL jersey which I felt would probably be too big but I'm sure you've already figured out that when I got the 3XL it was also too small. I could at least zip this one but it was so tight I was afraid if I bent over or stretched it in anyway the zipper or seams would bust out.

At this point, I'm getting pissed so I contact their customer service asking if they'd authorize the return and pay for return shipping because I felt their sizing was so far off that I shouldn't have to order a 4XL and pay another $8.00 for return shipping. Their response: "We do not provide any returns label as all returns are submitted by the customer" and they so nicely (sarcasm) provided a link to their returns processing page. (strike 3)

I'm really pissed now but I figure I'll propose a resolution that would at least help me out a little. I tell them I'll do the whole return/credit thing but how about they add something to my credit so I can at least get a pair of socks or something? Their response - crickets!! Nothing!! No response whatsoever. I sent another email and again no response. They're are now completely ignoring me. (strike 4?)

Now, I'm beyond pissed and decide to leave a review on their website but guess what, you can't leave a review. There's no link or anyway to leave a review. I figure either the reviews they have are completely bogus or, more likely, they'll send a link to customers who they want reviews from and everyone else is SOL. (strike 5!)

The end of the story is I'm left with a jersey that doesn't fit and I'm out the jersey cost ($45) and the return shipping cost ($8) and they will not respond to my emails.

I'm not sure how any of you feel but IMO a reputable company stands behind their products and they either give you a full refund, or at the very least pay return shipping.

I've decided to stick with Primal Wear as all of their bibs and shorts fit me perfectly and I can get them on sale for almost the same cost as NeoPro who, I'm sure you can tell, I will NEVER buy from again nor will I ever recommend them to friends or family.

mstateglfr 

I tried a neopro jersey a few years ago.
I wear XL in Twin6 and Voler, but 2X in Rapha, Ornot, and Donkey Label.

NeoPro 2XL looked like a sausage casing on me. It was absurdly tight, even though I was on the lower end of the measurements they say is for 2XL.
I returned it because the jersey I wanted wasn't in stock in 3XL and also because I kinda think it's absurd that I would be a 3XL. Basically, absurd race fit sizing led me to lose interest.

Back then, they refunded you for returns. I still had to pay to ship back. $35 jersey, $8 to ship, on well I am out a few dollars and some time.



As for the OP- their return policies are clearly stared on each product page. It says they give store credit on returns and it says you have to pay for return shipping.
It's a low cost retailer- they don't price returns into their product costs, unlike other retailers.
You call these things strikes...yet they aren't because they are clearly stated policies.
Online cycling clothing is always a risk- I found out I am a different size for some brands thru trial and error. That is part of the reality of online clothes buying.
It's unrealistic to expect everyone to operate like Amazon. If you do want that, then just buy jerseys off of Amazon.

rsbob 

As a counterpoint; I have purchased jerseys and shorts from them and find their sizing guide for Medium to be accurate and a very good product for the price. Have not had to return any products, so have not had that experience. I have contacted them in the past and received a response, but it did take a couple of weeks. Sorry your experience did not go well.

Oh, have a cycling buddy that has an extensive collection of their kit which he likes as well.

DEK

You're correct I should have seen the refund/return policy. That's on me. However, I still feel a reputable brand would either pay for returns or refund your money or both. For example, Primal Wear accepts returns for full refund and pays for return shipping.

mstateglfr 

So their returns policies are clearly stated and you say you should have seen them...but they are. Ot a reputable brand because their returns policies aren't what you want?
I don't see why you connect free returns with a brand being reputable. If they offered free returns, they would have to increase the price of all products to account for the predicted cost of providing free shipping on returns.

As for only offering store credit, yeah it'd be cooler of they offered full refunds. It's a small company and they are clearly prioritizing incoming revenue over increased flexibility on consumer choice.
But even that doesn't mean they are not reputable.

Reputable- you seem to use that term very casually.

Camilo

I agree with the point that we have to read the policies and live with them. However, now knowing what their policies are, I would never buy from them. The best companies offer full refund and return shipping. Second best, and to me acceptable, is full refund with return shipping deducted - they send you a label, often a discounted UPS cost or such, and just deduct it from the refund. I avoid companies that don't at least offer the second policy. If I were burned like the OP, I would not be happy, and would warn others just like they did.

Kai Winters

small company, expensive shipping, incorrect sizing choices...nobody is happy...
i'd not shop there either
you also knew the return policy so it is your loss and complain to the person staring at you in the mirror...that is not a valid complaint but crap sizing is.

Wileyrat

Thanks for pointing out the sizing issue.

choddo

I have two of their jerseys

The zips are terrible but the sizing was ok. Same as Castelli just about. +1 from Rapha.

The fabric is also pretty poor quality even for the price. Started to get worn patches on one.

Wildwood 

if you order from
www.oregoncyclewear.com
give them your laid out flat pit-to-pit measurement and they will do ya good.

DEK

Reputable to me is a company that stands behind their products and works with a customer to ensure a satisfactory outcome when an issue arises. A reputable company doesn't ignore emails which is basically telling you that your stuck with the product and they don't care what your issue is. I understand they're a smaller company and they're obviously prioritizing income over customer satisfaction but that will cause loss of revenue in the long run.

Camilo

In the discussion on the company's return policy, I wonder if the OP could tell us if they had fitting guidelines and if he looked at them at any point? The reason I ask is not to criticize, but just wonder. I only occassionally use fitting guidelines. But have learned that Castelli stuff fits tight and usually requires me to size up, and I only buy jerseys in "club" or relaxed fit, and even then, buy L instead of M, when M fits in almost every type of clothing I buy.

DEK

Yes, I did look at their sizing chart (stated in original post) and I fit in the 2XL range. Based on their sizing I should have been good with the 2XL but even the 3XL was too small.

Camilo

Thanks, I missed that part. Increases my feeling that their refund policy is crap. Good reason to avoid them.

hidetaka

I like how the only photo of a rider on their site has half a foot of headset spacers on his road bike, they sure know the wool jersey demo