Chain Reaction Non Delivery

larmurf

Hi

Wonder if anyone is having any trouble with Chain Reaction. I ordered a Tacx 1680
last Tuesday expecting 48 hour free delivery as promised Money was taken from my card on Wednesday.

Sat at home Thursday and Friday but nothing arrived. Tried phoning but recorded message said they were too busy to answer phone. Sent two emails again no response.

Monday got through on phone at 10.00 am and girl said that order still had not been sent out, said I would have it next day but did not sound confident. Email came at 12.50 from Trev who wrote "APOLOGIES FOR THE DELAY, I AM CHECKING INTO YOUR ORDER NOW AND I WILL CONTACT YOU AS SOON I HAVE SOME INFORMATION FOR YOU."

Tried phoning Monday evening and all day today but not even a recorded message just a few pips and then silence. No more word from Trev.

Hope they haven't gone bust

munnser

i ordered stuff from them last thursday, it arrived friday morning.

Andy140

I orderd set of wheels late (last) Tuesday night, automatic email reply stated dispatch would be Wed on 48hr free delivery - goods arrived Friday morning. Have orderd things before with no problems whatsoever

larmurf

munnser wrote:

i ordered stuff from them last thursday, it arrived friday morning.

Thanks that is encouraging, but what is going on when the phone is cut off?
I have dealt with them before and they have been satisfactory. I could have got this
item £20 cheaper elsewhere but was attracted by the promise of 48 hour free del.
and I do like to place my business locally when possible.

Also I thought reputable firms did not deduct money from your credit card until
they were ready to send the goods.

EdHarris

I use CRC regularly and have never had any problems with them, if fact I've been amazed at their very quick service. I did once ring them up to change an item after I'd ordered it and have to wait a while and try serveral times like your experience but when I got through they were very helpful.

Seems like you've been unlucky, but I'm sure they'll resolve it.

larmurf

EdHarris wrote:

Seems like you've been unlucky, but I'm sure they'll resolve it.

Thanks for your reply Ed and I am pleased to hear that the company is at least
still functioning but the problem I am having is with incompetence and bad communication
bad luck has nothing to do with it

redddraggon

Hmm I've had a bit of a wierd experience with them.

I've ordered plenty of small orders from them ~£6 (eg brake pads) and recieved the stuff next day.

However in the past month I've put in two larger orders £450 and £60 and both have taken nearly a week to get to me - it seems they prioritise the smaller orders - or perhaps I've just been unlucky.

Ste_S

Reddragon - Sounds as if they keep a regular stock of smaller items that go quick - your brake pads for instance, and then order the bigger stuff on demand.

I'd imagine they're waiting on a delivery from Tacx for Iarmurf's order. Bit naughty to take the money before it's dispatched.

EdHarris

the problem I am having is with incompetence and bad communication
bad luck has nothing to do with it

Fair enough; I also agree that taking your money before the item is dispatched is wrong.

I hope that they sort themselves out and that you get your turbo trainer pronto.

aztecboy

Always on time and no quibbles for me
Using them more than wiggle now

Ted

mike ives

I have ordered items a couple of times and service has been excellent - even returns. I would use them again.

dttlincs

Used them over xmas for the first time. Shoes arrived in good time. Unfortunately they did not fit so I had to send them back. The refund took a little longer than I expected but I did return the item between xmas and new year and there was no quibbles from them. I would use them again.

ademort

Hi i ordered something from them at the end of December and had it posted to my address in the Netherlands within five days.Good service, would definitely use again. Hope your order comes soon. Greetings Ademort

pjm-84

I wont use them.

Wait until you have a problem. Customer service is non existent.

daniel_b

I have ordered far too much from crc!

Ordered several items before and after Christmas, most items, all between £5 - £30 turned up within 2-3 days, the one that took a while, even though it had been despatched was a £5 rear light, that took around a week - very strange.

On a positive customer service experience with them, the first time I have had cause for it in fact.

Ordered a jacket from them, which said breathable, on list view it showed no reviews. I tried it on for size, and cut the labels off.

On a whim I clicked on reviews, and it did have 2 reviews, and a rating of only 2.5.

Mailed them to say I would not have bought it had I known the reviews were that bad, and had a reply the following day to say to send it back for a refund.

Sent it off on Saturday, and had a mail today to say it had been recieved and the refund had been procesed.

I've never tried to call them, but do get the feeling they are rather busy, as replying to e-mails can sometimes take a fair while.

Dan

Lagavulin

I've used them half a dozen times or so and have never had any bother with them.

That includes orders ranging from £26 for an new cassette to £400 for a shiny new wheelset.

Toonraid

As you probably know Tacx no longer make that item so my guess is while computer is showing stock they have problem locating it in the warehouse (happens more than u know). Give them a couple of days and ask for refund if nothing happens.

Shavedlegs

All, at least to my knowledge, pay carts on ecommerce sites take the money when the order is placed. It is automatic not a choice made by Chain Reaction. It is up to the shop to have the goods available and ready for dispatch. A bit naughty to promise 48hrs delivery, but mistakes can be made.

ChrisLS

...sure it's just a one off. I have used them loads of times and their service is excellent...

top_bhoy

I've had stuff delivered to Oz from CRC - in the same week of placing the order. Excellent stuff! Had a blip once but they handled it well so won't malign them and would use them again, no problems!!

nfludder

Had a similar problem with CRC myself, made and order for a cassette and a chain that was dispatched on the Thur 3rd by 1st class royal mail. 1 week later and the order had not arrived so i contacted by e-mail at first and eventually phoned, once i got through they where very helpful and dispatch a replacement order the same day(which arrived the next day).

The guy on the phone did mention they had had a new computer system installed recently and they had a huge back log of email queries to respond to.

taffyscouser

I have used them from bits to bikes and their refund policy has been faultless if things dont fit etc. It seems wrong to lump all the blame on them when we know how bad delivery services can be and theircarriers are not CRC's own delivery personel. It is also easy to forget how good free postage really is with these firms, if you paid for 48 hrs then thats different but a little patience at this time of year has to be worthwhile.

Mog Uk

No complaints from me, I ordered a new helmet from CRC yesterday lunch, free delivery and it arrived today, can't fault that....

Mettan

I ordered a front light 2 days ago - arrived today - seemed reasonably prompt.

larmurf

taffyscouser wrote:

It seems wrong to lump all the blame on them when we know how bad delivery services can be and theircarriers are not CRC's own delivery personel. It is also easy to forget how good free postage really is with these firms, if you paid for 48 hrs then thats different but a little patience at this time of year has to be worthwhile.

Also wrong to blame the delivery service when one doesn't know the facts. Trainer turned up Wednesday having been dispatched on Tuesday one week after it was ordered. 24 hour delivery perfecty executed by ParcelForce and I would maintain that one is paying for deivery whether free postage is stated or not.

Anyone thanks to everyone who contributed to the thread. I like to think that when we flex our collective muscle and air our grievences suppliers sit up and take notice.

The first two parts the manual instructed me to assemble would not fit together so frustration was rampant. Eventually phoned a friend who is "good with his hands"
who managed with WD40 and a spanner to get everything in its proper place. First time I have turned a pedal since hip operation in November so am delighted

Have asked Chain Reaction for a voucher for £20 to make up for the inconvenience of sitting in day after day waiting for delivery
l

ianpinder

well i have used them lots before and never had a problem with them so far. Then i ordered a bit on saturday and it has only been posted today so I hops it comes tomorrow. I am sure they have thousands of orders everyday, so even if they only mess one percent a day up thats still 70 a week. can not expect them to be perfect

aarw

[quote="larmurf. I could have got this
item £20 cheaper elsewhere but was attracted by the promise of 48 hour free del.
and I do like to place my business locally when possible.[/quote]

Have you tried their price match service? I have on a couple of occasions and been very satisfied. I prefer to use CRC, totalcycling and other local companies and to be honest they provide some of the best services i have experienced in this game...

hats off to them.