Ribble.... usless customer service again.

flip2892
flip2892 Posts: 6
edited July 2009 in Road buying advice
25/06/09 Ordered nearly £1400 of bike from them via post. (part cycle to work scheme)

26/06/09 They phoned in order to get my credit card details...strangely enough very prompt! I'm told it'll be 1-2 weeks before it's dispatched...same as web site says.

10/07/09 E-mailed them asking for the delivery date.....NO REPLY WHAT SO EVER!

15/07/09 Gave up waiting and phoned them, told by their staff they would look into it and call me back.THEY NEVER CALLED ME!

16/07/09 09:00hrs Phoned again. They state that the bars are out of stock and they are waiting on a delivery from an alternative supplier. I ask that the make and model of the new bars be emailed to me, as they are CHANGING THE SPEC WITHOUT NOTIFYING ME! and they didn't bother to notify me of the obvious delays. They agree to do this.
I then speak to the boss who keeps telling me that he can't give me a dispatch date for another week but it's looking like another 2 weeks....so that'll be almost 1.5 months before I get the bike I ordered...with random spec...
I still haven't been emailed the spec of the replacement bars......

If it weren't for the fact I'm tied in via the cyclescheme thingy I'd cancel and go to planet X...who weren't on cyclscheme at the time I began this!

This is only my experience so far, I hope that they read some of the comments here and that their service improves so I can post a positive follow-up.

flip2892

Comments

  • sturmey
    sturmey Posts: 964
    Yours is not a one-off, believe me.

    See my recent thread:

    http://www.bikeradar.com/forums/viewtop ... t=12636230

    They haven't got a clue how to keep customers happy in cases like this- they simply see an unfinished bike and forget or ignore the fact that there is a buyer at the other end,waiting for it.
  • cyclingfury
    cyclingfury Posts: 676
    Bloody hell. I must be the exception to the rule then. I ordered a winter bike via their bike builder and had no problems. It did take a few weeks longer than advertised but I was aware that it might be from posts I had read on this forum, so I factored this in. All my e mail enquiries were answered promptly and when the bike arrived it was really well packaged. They had made one or two changes to the build that I had specced (EG brake set up continental style) and it rides really well. OK I had to tune the gears a little, but at the price I paid for it I'm not complaining. Seems I must be a lucky bugger or maybe all the satisfied customers don't bother posting!
    ___________________________________________
    Titanium Bertoletti
  • Frank the tank
    Frank the tank Posts: 6,553
    Use a LBS if you can. I'm lucky in having a good one.
    Tail end Charlie

    The above post may contain traces of sarcasm or/and bullsh*t.
  • bendertherobot
    bendertherobot Posts: 11,684
    cancel and give Epic cycles a call.
    My blog: http://www.roubaixcycling.cc (kit reviews and other musings)
    https://twitter.com/roubaixcc
    Facebook? No. Just say no.