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I ordered 100 quid in tubular tyres, got wrong ones. Therefore i sent a email to customer service stating got wrong tyres and vent frustration in checking item. I posted the item at my expense £8 roughly for weight and having to have it tracked and compensation at £100 as their site states getting it tracked incase it lost they won't refund etc.
Item arrived too shiny bikes on sat which they don't accept sat deliveries then mon and tues no one would accept the goods so royal mail left a card. I had to do the chasing up and ringing 4 times to get a refund, i didn't get a refund on postage returned since it was there fault but i still scanned receipts and for proof as they did not believe what it cost and passed onto a manager in an email.
Advice whether you live uk, europe or abroad do not use this company. I have ordered thousands worth of goods before this and rather pay dearer else where for customer service and reliable correct orders.
I wouldn't want to purchase anything from them again. Absolutely nightmare.
What I find annoying is that the importer or manufacturer do not set up a fast and sensible warranty replacement process. For example Madison took about 3 months to warranty my DA shifters, involving postage between me, CRC and Madison, all of which puts the cost of service up significantly.
Otherwise I've had excellent service from CRC and Wiggle. Wiggle are a bit more expensive than other bargain shops, but consistently provide refunds / rectify mistakes without hassles.
On 10 July, I ordered a pair of Castelli Free Aero Race Cycling Bib Shorts 3XL Black (yes, I'm that big) because they are really good in hot weather riding. I came home from a bike trip to find two packages delivered to my house on 17 July. I went to the Post Office to pick them up. Both were marked "1 of 1" with the same order number, but one of them had $51.80 postage due. I took the one without postage due -- figuring they were both the same and they had made a mistake. When I got home and opened it, I found a Pro Bike Kit thermo jersey in medium!
So, I contacted them to organize a return. They responded a week later asking if I could confirm the order number, just "to make sure you haven't received someone else parcel by mistake."
So, I got back to them with the parcel number but told them that both parcels had the same number! I inquired about returning the jersey and also whether they would send the Castelli bib shorts or give me a refund.
In response, they asked me to "send in a picture of the jersey you received to email@example.com quoting your order number and name. We can then decide the appropriate action for you."
I thought that was weird (as did American Express).
I sent them the picture. Five days later I was still waiting to hear back.
So I contacted them again. This time they said they were "investigating" the issue.
Twelve days later (12 August) I contacted them to ask what was going on.
The responded the next day (13 August): "I am sorry for the delay. I have now found that your parcel is being returned to us. Accordingly you will be refunded in full just as soon as the parcel arrives back in our warehouse. I would imagine this will be within the next fortnight."
Sounds good, but -- alas -- no refund. I contacted them the next day to explain -- once again! -- that there had been two parcels and that I was still waiting on an RMA number to return the second one. At which point they responded "Thank you for getting in touch about the second parcel. I am really sorry it arrived with you incorrectly. Your returns request has been approved" but voided the refund.
I mailed them back the second parcel on 16 August.
Now, of course, they claim they haven't received it -- do you believe them? -- and want me to prove that I sent it back. Of course, in the meantime AMEX (which has good customer service) has found that I am in the right and credited back my account. (Though I'm still out the nearly $20 for mailing the size medium thermo jersey back.)
So, let the buyer beware!
ADDENDUM: Today (12 Sept), 10 days after AMEX reversed the charges, I got an email from Probikekit saying my credit card has been reimbursed. Wouldn't you know it?
http://weightweenies.starbike.com/phpBB ... 928#126928
No problems with other retailers come to mind and certainly no repeat problems.
kbbpll wrote:^^ Over a month to get to CA might be the new standard. I was getting wiggle orders in 9-10 days but my last one took a month to arrive in CO. I think there is a slowdown at customs lately. Unfortunately wiggle no longer has tracking so you can't watch your package sit in NY.
I had and order from Wiggle and CRC this last month and both made to my door in less than 10 business days. If there is a delay in customs I hope it was just a temporary glitch. Although my friend is still waiting on his tires from PBK that he ordered at the end of July. He was pretty pissed when my Wiggle and CRC stuff showed up first since I ordered about two weeks after him.
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