Chain Reaction Cycles

muzza77

Is anyone else having trouble with this bunch of muppets not sending stuff but taking your cash and then not agreeing to give you a refund? :evil: They could do with a lesson in customer service.

supersonic

Go to trading standards if you fel they have conned you.

Could you explain the situation a bit more deeply though to us? What item, time periods, comms etc.

muzza77

I ordered a couple of things with them on 26 Sept. On 30 Sept I received only one item, so I contacted them, when I eventually got through I was told to scan my invoice and email it to them as they did not know who had packed the order. I decided to to email it and fax it. The next day I phoned them again to see if they had received it but they just played dumb, so while I was on the phone I faxed it again and they told me they had received it and would send the item out 1st class. I also pointed out that I needed it for the weekend. A week on and still no item!!! I had to go to the LBS at the weekend and buy it from them so at the mo out of pocket and they will not give me a refund? They tell me it has been sent?

supersonic

1st class can take upto 2 weeks - this is the period royal mail say to wait before the parcel is classed as lost. I would get back on the phone though and tell them the situation.

I bought a bike form them last year, took 9 days to arrive.

Anonymous

i have heard this so many times about this shop, their customer service is terriblle, i tried to purchase goods from them last year and could never ever get to speak to any one on the phone, that told me a lot about the shop, tell them you will get in touch with mbr and mbuk about your complaint because they have big adverts with both magazines and they will not like that one bit!

canada16

I have only bought some brake pads, with no problem.

But yes they never answer the phone, nor answer any emails.

I prefer melin as I have had good experiances with them and really helpfull.

I probably wont use CR again just for the reason that is something does go wrong you cant speak to someone.

(VERY BAD CUSTOMER SERVICE CHAIN REACTION)

Father Faff

Yeh, I am still waiting for the second half of an order, thanks for reminding me guys because I'm sure CRC wouldn't have reminded me!

Merlin is excellent in my experience.

realnumber 1

Maybe they have a bad/new employee? In my experience apart from taking a while to get hold of them on the phone the customer service is great. They even upgraded my rear shock or free without me having to ask, top service normally.

-liam-

Was just about to order a couple of things from them...thanks for the heads up. Think I'll go somewhere else. Anything over 3 or 4 working days for something to be delivered is a p***take so's far as I am concerned and bad customer services will do nothing for your business, especially for a web based shop...word of mouth and all that. Its not like we are short of virtual shops to supply us with shiny bits

grumsta

I've never had any trouble with them - most things arrive the next day. They have also answered emails promptly when I have had to contact them, they also sent me out another package promptly when mine got lost in the post. Nowt but good to say about them from me.

thefartingcockeral

I have to admit in three years that I have had no problem with C£C. But I have had numerous problem with Wi&&LE.

dave_hill

Yep, same here, never had any problems with them in over three years of using them. 99.9% of orders have been received next day (or within 1 working day at least) and any problems I've had have been dealt with quickly and efficiently.

cjw

No problem with them ever here. Even recently in a fairly complicated case (out of stock item - which they informed me about promptly and offered to cancel) plus moving house... they phoned up to check on which address to send item to as soon as it came in stock. Always had great service from them.

LoUiS1985

odered several items on several different occasions and never any bother. needed a refund on one occasion too and were very obliging.

Billy Whizz

Since taking up cycling, I've purchased loads of stuff from CRC and never had any problems at all (around 18 months).

But......in the last month

Endura Gridlock overtrousers leaked like a sieve (only 2 months old) returned them for a refund (as advised by CRC) I'm then told they are as described on their site and not stated as waterproof?? Don't think so.......

So they sent em' back to me, about as much use as a rubber crutch.

My Endura MTB overshoes, zip broke, so sent back for refund or replacement, CRC said "no refund, replace only", fair enough, waited..........waited, emailed etc, then advised they need my new card details, as the one used for the purchase had expired!

Why..........just replace the damn things?

Still not received (over a month now) stock list is 0, so now have to wait for replacement stock to arrive (phoned and spoke to em' one guy said, they are now in stock, another guy say's we are awaiting delivery...........WTF!!!)

Ordered a pair of tyres the other day, only one arrives, out of stock?

Why the f@#k send one tyre, it's a MTB not a unicycle.

Rant over......... :evil:

johnsav

ive ordered a fair few things from them and never had a problem.

I even ordered the wrong size jerseys from them a few weeks ago. Sent them back with a returns form and they emailed me the next next to confirm receipt. I then recieved the correct size 2 days later.
Good service in my opinion.

Broonster

Another vote for no issues with CRC! Saying that, I've not ordered anything for a while. I pretty much order everything via Wiggle now and, I have to say, they have been excellent.

Also, a tip for anyone ordering from Wiggle - don't bother with the upgraded postage option. Save yourself £3.99 and pick the free postage option. It only takes a day longer in my experience (2-3 days in total from ordering to receiving)!

SMITHY D

Disappointed to hear you've had problems with CRC, I order parts and accessories all the time with them and I have never had a problem - stuff takes 2 days tops to arrive! I ordered the wrong part off them the other month, so I emailed them for an exchange, they told me to send the stuff back with receipt and then 2 days later the correct stuff arrived.
Personally I think they are worth another go.
Sorry to rant on but as it happends I bought a quick release skewer from Evans cycles over the web. It arrived broken, so I sent it back (which cost me - after paying p&p in the first place), and they told me theres nothing wrong with it (apart from not locking the wheel??)! I ended up taking it to one of their shops, which is about 40 miles from where i live, for the shop to agree it was broken, and give me a bloody replacement - thats crap customer service. Strange thing is i don't use then anymore?

Smithy

Shorty12

I have nothing but good stuff from them item out of stock so they restocked quickly happy as ever

omegas

Yesterday had one item missing from my order from CRC , e-mailed them and had a reply from them within the hour. Asked me to fax or scan and e-mail my invoice back to them , this I did and had a reply back from a lady called Caroline in sales a few hours later to say item is in the post .
Item arrived today first class post ,(and they have sent me 2 of the 1 item that was missing) hows that for customer service.

.blitz

I've bought loads of stuff from Chain Reaction and never had a problem with them.

I order before 10am and it arrives in the post next day or (very rarely) the day after. I never order anything that's out-of-stock and I never had to send anything back - I shop very carefully

dirtbiker100

Very very rarely have problems with CRC. still my main bike shopping site.

muzza77

They have emailed again today and told me "an item is not lost or missing until 15 working days have passed from the date of posting" but they won't confirm when I will get a refund after this point. I have asked them for proof of posting as I do think it has actually been sent!!!! If it goes to this point I will have been out of pocket for a month, is this normal prectice or are they taking the piss? They just don't seem interested, I have spent nearly a grand on various things over the past 12 months with them, won't be spending another penny.

cjw

I had something go missing for a while last Xmas from Wiggle. They also said standard practice is to wait for 2 or 3 weeks (can't remember exactly). Apparently until that point it is only delayed in the post and post office won't pay up a refund to the sender. In my case the package turned up (and really was lost in the post) after about 10 days.

cjw

This from the Post Office website ....

Compensation Arrangements

Compensation for loss will not be considered for an item that Royal Mail has not delivered or attempted to deliver until after


15 working days for items other than Special Delivery™ Next Day (not posted on account), or
10 working days for Special Delivery™ Next Day (not posted on account)
have elapsed from the due date of delivery, unless there is evidence to the contrary to demonstrate that the item has not been lost. Where an item is safely delivered after the 15 working days (or 10 working days in the case of Special Delivery™) the customer will be entitled to claim compensation for delay but not for loss.

If an item has been damaged or suffered part loss the customer may be entitled to claim compensation, please refer to the compensation for damage or part loss policy.

Royal Mail expects customers who are posting items that have an intrinsic value to take these to an access point that can provide them with appropriate evidence of posting an item with Royal Mail.

Vivid

Made an order yesterday at 11:30 arrived today at 2:00, everything arrived so thumbs up from me however obviously a few people are having problems and i hope it gets sorted.

dav1

I have never had an issue with them either, always very quick and good service.

Royal mail on the other hand I have had many problems with...

Mac270

Experiences fine. Although they did take a long time to send the wheels I got them to build for me. Workmanship spot on tho.

Complained and I got some money off next order.

So nae bad. That was a year ago tho.

Kiwi Kranker

Vivid wrote:

Made an order yesterday at 11:30 arrived today at 2:00, everything arrived so thumbs up from me however obviously a few people are having problems and i hope it gets sorted.

Luck of the draw it seems recently. I normally always use CRC and have had brilliant service.

I placed an order three days ago and it still hasnt been processed. Everything was in stock so I am not sure what the delay is.

First time for me so I will cut them some slack and see how this ends up.

Turrican

Ive had no probs with CRC, i have ordered cloths, tyres and few other bits and always came day after ordered. I have email them with questions regarding products and had reply as soon as. I have no idea why some people do have difficulties with them, they and few other online store are what i use for parts and stuff.

Yeti575

Never had a problem with delivery, got some duff advice once which could have cost a small fortune but all ended well. Will definitely be using them again, mainly due to price though. Wherever you go you'll get varying comments about CRC, Wiggle et al