Very Poor Performance from Tredz.

Tom Barton

I have not dealt with Tredz online - but they are my LBS that I use in Swansea, in person they are a very nice bunch and as a regular customer they do bend over backwards to help out, never had a problem.. Pity the online section are having some issues :-(

alfablue

1 experience of shopping at Tredz.

Topeak Pump in stock on the site. Next day I get an email saying there is a delay with the order. 4 days later I get an email saying the pump is out of stock, please phone if you wish to cancel.

I phone and cancel, buy the pump elsewhere.

6 weeks later I get an email to say that my pump will be despatched the following Tuesday.

I email saying I am already sorted, please cancel.

Tredz email back apologising, saying the order will be cancelled and my card refunded.

Observations:

1) What may be going on is possibly that the stock is also in a traditional high street shop, the shop sells the item and the availability on the web site is not updated (or not immediately). Not malicious, but neither is it a very customer friendly system.

2) Alternatively, as there is a huge cost in keeping stock of every item, some online stores only order from the distributor when the customer places an order, yet advertise items as "in stock". This is a bit naughty if it is the case (no evidence to say it is, mind you). It probably contravenes trading standards and / or advertising rules.

3) The fact that they charged my card before dispatch is against the law.

4) Email communication was good - they kept me informed, however I don't think I was getting the whole story with the first "delay with your order" email.

5) right hand doesn't seem to know what the left hand is doing (phone them, at their request, to cancel, system doesn't cancel order).

6) It is very annoying for in stock items not to be actually in stock; if I want an item say within a week, I am happy to wait, but to find out belatedly it isn't actually available has then scuppered my chances of getting the item elsewhere within the time frame.

I don't want to slaughter Tredz over this, they present with a helpful and friendly approach, just the system seems a bit dodgy given my experiences are similar to those of others. I just don't think I would buy from them again if I actually need the item in under 2 weeks.

alfablue

Tom Barton wrote:

I have not dealt with Tredz online - but they are my LBS that I use in Swansea, in person they are a very nice bunch and as a regular customer they do bend over backwards to help out, never had a problem.. Pity the online section are having some issues :-(

I have heard other good reports of the "real" shop experience, hope they can sharpen up on the virtual shop front as I would be pleased to support them as an alternative to the "giants" (Wiggle, CRC etc) sometimes, but the standard they set makes it a tough act to follow.

Dirtydog11

3) The fact that they charged my card before dispatch is against the law.

I've just checked my bank account and I've also been charged.

Si78

alfablue wrote:

2) Alternatively, as there is a huge cost in keeping stock of every item, some online stores only order from the distributor when the customer places an order, yet advertise items as "in stock". This is a bit naughty if it is the case (no evidence to say it is, mind you). It probably contravenes trading standards and / or advertising rules.

3) The fact that they charged my card before dispatch is against the law.

4) Email communication was good - they kept me informed, however I don't think I was getting the whole story with the first "delay with your order" email.

Exactly the same as what I experienced and thought. Didn't realise it was illegal for them to charge me, not only before despatch, but before THEY even ordered the item.
I just thought it was a bit shifty.
Like I said earlier, lots more reliable and honest places to buy stuff from.

Glad that the real purpose of this thread has won through over all the earlier bitching

LAW4778

Si78 wrote:

alfablue wrote:

2) Alternatively, as there is a huge cost in keeping stock of every item, some online stores only order from the distributor when the customer places an order, yet advertise items as "in stock". This is a bit naughty if it is the case (no evidence to say it is, mind you). It probably contravenes trading standards and / or advertising rules.

3) The fact that they charged my card before dispatch is against the law.

4) Email communication was good - they kept me informed, however I don't think I was getting the whole story with the first "delay with your order" email.

Exactly the same as what I experienced and thought. Didn't realise it was illegal for them to charge me, not only before despatch, but before THEY even ordered the item.
I just thought it was a bit shifty.
Like I said earlier, lots more reliable and honest places to buy stuff from.

Glad that the real purpose of this thread has won through over all the earlier bitching

Here here.

supermonkey

Someone should really email Tredz a link to this thread.

Dirtydog11

SuperMonkey wrote:

Someone should really email Tredz a link to this thread.

I think someone has!

I just got this E-mail from them

We are despatching your Topeak item today.

We're sorry for the delay you've had to deal with on this order. It is going on a free upgraded delivery option, with a small gesture of compensation thrown in.

We hope this is satisfactory.

Best regards,

Tredz

I'll wait to see if it turns up but you can't say fairer than that.

Brduk

See, this is more like it. Customer has problem with order/availability/billing/fill this space ---> customer contacts retailer to inform them of issue (presumably politely) ---> retailer replies with an apology and resolution = customer happy (presumably).

In contrast, what did OP achieve by ranting, and badmouthing a retailer on on a forum?

Dirtydog11 wrote:

SuperMonkey wrote:

Someone should really email Tredz a link to this thread.

I think someone has!

I just got this E-mail from them

We are despatching your Topeak item today.

We're sorry for the delay you've had to deal with on this order. It is going on a free upgraded delivery option, with a small gesture of compensation thrown in.

We hope this is satisfactory.

Best regards,

Tredz

I'll wait to see if it turns up but you can't say fairer than that.

Dirtydog11

Dirtydog11 wrote:

SuperMonkey wrote:

Someone should really email Tredz a link to this thread.

I think someone has!

I just got this E-mail from them

We are despatching your Topeak item today.

We're sorry for the delay you've had to deal with on this order. It is going on a free upgraded delivery option, with a small gesture of compensation thrown in.

We hope this is satisfactory.

Best regards,

Tredz

I'll wait to see if it turns up but you can't say fairer than that.

Well guys I got another E mail on Friday night advising that the Rack had been sent out.

Saturday morning (today) as promised I recieved My Beam rack and as a gesture of good will they also threw in the Topeak side rack frame which retaills at around £20.00 along with a waterbottle and 10% discount voucher.

I feel like a valued customer!

Si78

They must have read this thread then!

A very good out-come for you Dirtydog11

This has improved my perception of Tredz.

Dirtydog11

Si78 wrote:

They must have read this thread then!

A very good out-come for you Dirtydog11

This has improved my perception of Tredz.

Yeah absolutely!

In my case they've turned a negative into a positive.

I dont know whether they've read it or not but they obviously do give sh1t or they just wouldn't have bothered.

antfly

I like Tredz, they are not the quickest but they have decent customer service,they even rang me up because something was delayed and that was a special order.Most stuff arrives in 3 or 4 days IME.

LDNTrailRider

Ok, so I waited over a week for the item. No show. Cancelled it, which they confirmed. Then got an email apologising for the delay. I emailed back and again they confirmed they cancelled it. Yesterday, much to my surprise, I got an email saying its on its way. I replied but no reply. Today, I get a nice card from the postie. Looks like its been delivered. Great, now what?

LAW4778

Sounds Vpoor as per the reason i started this post.

Dave SS

I ordered gloves from Tredz months ago and sure enough get the email following day to say they're out of stock. They arrived 2-3 weeks later.

I made the mistake of trying to order from them again a few weeks back and the experience was very different, however......

I ordered an Endura jacket from their site, paid via paypal which they received the same day. Two weeks later and nowt had turned up. So I emailed them twice from their website 'contact us' page and explained when I'd ordered, what I'd ordered and the fact nothing had arrived. For reasons unknown they decided to ignore me completely but I eventually got in touch with a manager who did some delving and discovered they had no record of the order.
He could see I'd paid but had no idea why it hadn't registered on their system or why I didn't receive replies to the two polite and courteous emails I'd sent them requesting assistance.
By this time the jacket I'd ordered was no longer in stock so I'd stressed about it for nothing and ended up with an apology and a refund.

What kind of IT system do they have that lets the payment process go through but no order show up on their system ?

Think I'll stick to wiggle from now on! :roll:

Monkeypump

To add fuel to the fire (possibly), I believe Tredz are part of the Wheelies Direct/Cycle Solutions group.

I haven't used Tredz, but had an absolute nightmare with Cycle Solutions (as did several colleagues) when trying to get bikes through their Cycle to Work scheme. Similar issues as LAW mentions - bikes quoted as in stock, promised deliveries, then suddenly bikes not turning up or being significantly delayed. In the end, we switched to Cyclescheme.

Perhaps I'm judging harshly, but for this reason I'd avoid Tredz.

LAW - with regards to spelling/grammar/punctuation, big blocks of stream-of-consciousness text are not easy to read. Break it up a bit and we might stop moaning at you