Getting narked with internet bike stores

Surf-Matt

For the THIRD time I'm having to send something back. I have to pay for postage AGAIN as well as having to drive into town and pay to park to get to a PO. Every time it's not been my fault.

That's it - I'm giving up on ordering bike stuff on the internet. When it goes wrong, it goes VERY wrong.

paul.skibum

Name and shame who is narking you off Matt.

I have recently had two large and one small delivery from Merlin and CRC both have been what I ordered, in a timely fashion and with no issues not of my own making. I have another Merlin delivery waiting for me at the sorting office for collection that I dont doubt will be the saddle and brake adapter requested.

The Northern Monkey

'm fairly sure that under some trading standards thingy, you are entitled to a refund of your postage if the item was faulty or not as described.

You normally have to ask for it though. Happened to me with crc, only got postage refunded bacause I asked for it!

Surf-Matt

It is CRC and I order a fair bit - most orders are fine. But when something is delivered wrongly or breaks (a new Supersonic Tube cost me £10 and burst as I inflated it), it's SUCH a pain - ARGGGHHH!!!

They sent me an incorrect inner tube recently - a 28" one (who uses them?!!) - tube cost £4.99, posting it back cost me £2.40 plus parking charge. They claimed I had made a mistake in ordering but there is no WAY I would have ordered a 28" bike tube!!

Anonymous

does seem a bit of a rip that you have to pay to send stuff back when its faulty. ive only ever sent stuf back to wiggle and they automatically refunded the postage, which was a suprise.

blister pus

Agreed it's really bad juju when on an online order goes bad. But I'm pretty sure Benj is right about postage refund if not your fault. And some sites do actually stipulate it in the small print.

I waited a week (7 days) for Tredz online to deliver my Sauserwind Controls. Ordered Thursday tea time, nothing turned up by Saturday AM. Was assured they were shipping on the Monday AM, received shipping confirmation via email Tuesday night - turned up Thursday lunchtime. .......opened the box - Sauserwind S-Works (I'm 15 stone, I need the extra puncture protection, hence me deliberately ordering the Contols)

Anyway, those had to go back with a refund and postage refund wanted. Which they will do but will send a cheque for my return postage separately in the mail - can't wait to see the turn around on that sucka.


Needless to say Edinburgh Bicycle Coop dispatched and delivered within 48 hours, got the order right and were cheaper.

Mr_M

bigbenj_08 wrote:

I'm fairly sure that under some trading standards thingy, you are entitled to a refund of your postage if the item was faulty or not as described.

Absolutely - if you are returning an item beacuse it is faulty/damaged or is the wrong thing/not as described then the seller is legally required to refund your postage costs. Most, perhaps not surprisingly, will not advertise this fact though so you may have to push for it. Can't remember the legislation offhand (but it's either the Consumer Protection Act or Sale of Goods Act - have a look on the Consumer Direct website if you want to know more)

Don't take the p*ss on postage though - if you send something by fedex at a cost of £20 when you could have sent it RM for a fiver don't be surprised if you don't get the full £20 refunded (though see below on insurance etc).

If however you're returning something just beacuse you've changed your mind - which you are legally allowed to do (within certain limits) under the Distance Selling Regulations, then you have to pay return postage yourself.

Note well though, that in both cases it is the sender's responsibility to ensure that the item arrives safely. Get a certificate of posting at the very least - first class post gives you insurance up to 100 times the value of a first class stamp (so currently £39) - if the item is worth more than that then I would strongly suggest using a service (e.g. Special Delivery) with a higher compensation limit otheriwse you could find yourself liable if the item is lost/damaged.

bay73

As a rule I have been happy with my online purchases. Usually use Wiggle and on the whole I would say they provide a very good online experience.

Only ever had one bad purchase and that was from Primera Bournemouth.

I ordered my 3 year old daughter a Specialized Hotrock 2009 and first off received a 2008 bike.

Sent this back and a 2009 model turned up with scrapped up handlebars where they were loosened and not removed as they should have been for shipping.

Sent that back and third time they got it right!

I am about to make a large order with Merlin for an XT groupset and Avid brakes which does make me a bit nervous as I have never used them before.

jairaj

I've only returned faulty items to Tredz. They automatically sent back a cheque for postage within 3 working days of receiving the faulty item.

lawman

i think crc are great imo

i ordered a new bar and stem and bein a numpty ordered a 31.8 stem and a 25.4 bar :oops:

i got a phone call telling me this and they changed the order to a 31.8 bar just like that.

mind you the best thing that ever happened to me was when i bough my wheel and brake kit from merlin a few years ago. the advert showed a set of 2004 magura louises, with deore hubs and 717 rims and plain spokes. when i ordered it and it turned up a few days later, they'd sent me a set of brand new 2007 louise carbons, worth twice as much as the pair i was meant to get. plus i only recently found out the spokes are dt swiss revelution, not some crap a.c.i ones

blister pus

jairaj wrote:

I've only returned faulty items to Tredz. They automatically sent back a cheque for postage within 3 working days of receiving the faulty item.

Hope so, it'll be the first thing they'll have done right if it happens.

paul.skibum

I am about to make a large order with Merlin for an XT groupset and Avid brakes which does make me a bit nervous as I have never used them before.

I have used Merlin loads and they are great - a little slower than CRC in dispatch but still fantastic.

I ordered last week a deore groupset, bar/stem/post set, headset etc and it was all dispatched and with me in two days, well packaged and completely as specced. No issues.

I have ordered wheels both custom and factory with no issues - one wheel did fold on me after a relatively short number of rides and they replaced rim and spokes at cost of the parts which I felt was very fair.

I have had a Malt2 and a rockhopper steel complete bike off them too - both arrived in perfect shape to ride. I rate them and they do some fantastic deals albeit from a smaller range of products than some.

Skonk

I hate ordering online for the reasons mentioned here and because I'm so impatient.

I prefere to shoot down the M1 to Rotherham (from Barnsley) and get stuff from JEJamesCycles (asking them to price match against online prices if they are cheaper).

MrChuck

I am about to make a large order with Merlin for an XT groupset and Avid brakes which does make me a bit nervous as I have never used them before.

You've no reason to worry about Merlin- I'm sure they do make the odd mistake just like everyone else but they've always been spot on for me.

mea00csf

no worries with Merlin. I ordered a helmet which was on sale and advertised as last years. When it turned up it didn't look as i had expected so googled it and it turned out it was actually from 4 years ago (was still brand new in box, though i wasn't keen on it and didn't want a helmet that had been kicking around in their stock room for 4 years) Rang them, they apologised and agreed full refund including postage.

If you ask, you usually do get with little fuss, I did however have to have a big argument with one online shop who were selling Panaracer Fire XC's as reduced from £30 down to £15. When they turned up they were the OEM ones. Rang them up and had a fairly long "chat" with them about how these tyres don't have an RRP of £30 and therefore they misrepresented them. They're argument was " what did you expect for £15?" Eventually got them to give full refund inc postage after pointing out they already had a bad rep for this (typing in panaracer fire OEM in google gets you a list of websites all complaining about this issue with their store!)

In fact i'm going to name and shame as they promised me 6months that they agreed it was confusing and they were changing the description. I've just looked and they haven't:
http://www.allterraincycles.co.uk/product/846.html

Surf-Matt

mea - that is naughty. Sounds like you've had more than your fair share of bad luck with net orders!

At the moment, I'm all for the LBS - they take stuff back no problem if it's faulty and they're friendly. And give me discounts on everything.

bay73

MrChuck wrote:

I am about to make a large order with Merlin for an XT groupset and Avid brakes which does make me a bit nervous as I have never used them before.

You've no reason to worry about Merlin- I'm sure they do make the odd mistake just like everyone else but they've always been spot on for me.

paul.skibum wrote:

I am about to make a large order with Merlin for an XT groupset and Avid brakes which does make me a bit nervous as I have never used them before.

I have used Merlin loads and they are great - a little slower than CRC in dispatch but still fantastic.

I ordered last week a deore groupset, bar/stem/post set, headset etc and it was all dispatched and with me in two days, well packaged and completely as specced. No issues.

Thanks MrChuck/paul.skibum. Feeling more confident now

mea00csf

yeah getting to know the LBS is great. When i lived in Leeds I lived above the row of shops the LBS was on. As there was a locked area round the back for residents and shop workers i got to work on my bike round the back and they let me borrow any of their more specialist tools, gave me discounts and generally helped out when my girly muscles wouldn't shift something

NormalD

Merlin and Wiggle have both been fantastic when I've used them.

But when internet shopping goes wrong it can be a nightmare.

delcol

matt check your crc account your recent orders this will tell you if you made the mistake or them..

last year when i was building the pace i ordered all my parts off crc when i get the order the seat post is wrong right modle wrong size, after checking my account it was me i clicked on the wrong and fooked up,..
i ended up giving it to my bro a free easton seatpost, and ordering the correct one.. :roll: :oops:

amt27

Mr_M wrote:

Absolutely - if you are returning an item beacuse it is faulty/damaged or is the wrong thing/not as described then the seller is legally required to refund your postage costs. Most, perhaps not surprisingly, will not advertise this fact though so you may have to push for it. Can't remember the legislation offhand (but it's either the Consumer Protection Act or Sale of Goods Act - have a look on the Consumer Direct website if you want to know more)

it's part of the SOGA, something about being compensated for any inconvenience resulting from failings on the part of the retailer in the SOGA contract, the consumer should be financially at the point they were at before the problem, summat like that,

a Trading Standards officer once put it to me, if you bought a TV from a shop, it became faulty and the retailer is liable under the SOGA, you have to take it to the shop, you could ask to be compensated for the cost of petrol, parking and your time, from having to return the TV,

so who wants to be the first to ask for compensation for having the queue up at the post office and be asked if they want a topup on their mobile phone or some house insurance?

tjwood

http://www.opsi.gov.uk/RevisedStatutes/ ... 90054_en_6

SOGA ss 48A, 48B - specifically 48B(2)(b)

Reminds me I need to chase Merlin for the postage for a pair of faulty shorts I returned the other week. They ignored my request in the covering letter and subtle hint by email for them to refund the postage. Even though it's only £1.80 it's the principle...

pdid

It`s not so much the internet retailers I have a problem with more the delivery companies. Three recent occasions i`ve had problems, two of which were in the last week.

Ordered a torque wrench, checked status online, out for delivery, happy days. Waited in all day checking religiously every hour till 6pm when status changed to Delivery attempt made, returned to depot. Obviously the lazy tw*t couldn`t be arsed finishing his round.

Ordered a Hope seat collar as a birthday present for a mate, was dispatched by RM 1st class on the 4th August. I`m still waiting, his birthday was last Sunday. Got to traipse up to the delivery office to check whether they have it even though I have no card.

Ordered some t-shirts, apparently they were delivered to me on Monday. Looked everywhere around the house, no sign. Not with neighbours. They forwarded me a copy of the signature, not mine or the missus` and the little`un can`t even walk yet so it`s not his. Have had to ring the delivery company 3 times to be told that the driver ca`t remember and he`ll retrace his steps tomorrow. Great.

CjbScotland

I think I remember reading in an old Computer Active magazine about people getting faulty goods. However, i think under the DIstance Sellings Act, you should be refunded the cost to send back the wrong item. Or am I mistaken ? Sorry to hear about your troubles

supersonic

tjwood wrote:

http://www.opsi.gov.uk/RevisedStatutes/Acts/ukpga/1979/cukpga_19790054_en_6

SOGA ss 48A, 48B - specifically 48B(2)(b)

Reminds me I need to chase Merlin for the postage for a pair of faulty shorts I returned the other week. They ignored my request in the covering letter and subtle hint by email for them to refund the postage. Even though it's only £1.80 it's the principle...

Some grey areas here - conformity, and terms of contract.

However if goods are delivered faulty, and you reject them under your statutory rights, you can ask the retalier to arrange collection of goods and a refund.

paul.skibum

delcol wrote:

matt check your crc account your recent orders this will tell you if you made the mistake or them..

last year when i was building the pace i ordered all my parts off crc when i get the order the seat post is wrong right modle wrong size, after checking my account it was me i clicked on the wrong and fooked up,..
i ended up giving it to my bro a free easton seatpost, and ordering the correct one.. :roll: :oops:

Delcol - CRC will take stuff back even if you made a mistake! They say it in their returns policy. I just sent a couple of things back to them that were unwanted extras from the build.

scale20

I've only had one issue with online buying.

About a year back I bought a set of wheels from Merlin, Hope pro 2 hubs on DT rims. Fair do's they got them built and sent out shapish, however when I opened the box the front rim looked like it had been ridden up and down snowdon before packing it. The rim itself was scratched to hell. The answer I got off them was that DT rims tend to scratch easily and thats life. I had to email them pics of the mess and only then did they realise it was bad. My question was, did they pack them like that and take the chance of me not compaining?

I got my replacement wheel after about 2 weeks but not without kicking and scraming. You could say it was a 1 off but that was my 1st order with merlin and it wasnt pleasant so I've never gone back.

I've never had any issues with wiggle or CRC. I will buy as much as I can from my LBS though, you cant beat that face to face service.

breezer

I had to send a set of faulty forks back 3 times to CRC and only after a lot of arguing did they refund me some of the postage, only as much as it would have cost them which was of course a lot less than it cost me as they get some uber discount!

Another thing that really hacks me off with any online company or whatever is when they take over a day, sometimes more than 2 to reply to an email! It should be within the hour at the most especially from a big company. I work in IT and ok its not the same as a shop but its a business at the end of the day and things should be responded to quickly especially when in the case of CRC for example, their online account system is so frigging useless you cant edit an order or anything after placing it!

MacAndCheese

Damn it, misread this thread as "getting naked with internet bike stores" thats one for another day..
...anyway, I have to say CRC has been great for the 5 or 6 orders I've put through them...all been spot on and delivered in good time. Wiggle has also been fine, my brother ordered me some shorts for christmas and got the wrong size and they changed them no fuss at all.

BobbyTrigger

finally took the plunge and bought a new seat post (eventually).

saw the Evans sale, jumped right in, saw a RaceFace Evolve XC (OE) seat post down to 27 notes from 45 notes, thought thats canny. so i rang their customer sales, asked them to confirm the size (27.2 x 400mm) which they did so bought it.

it turned up yesterday - its bloomin 350mm :?

rang em up this morning, seems all their posts are 350mm.

so now do i send it back and pay the postage? hassle them for the postage? drive the 10 miles to the shop for a refund? or keep the post and hope 350mm is sufficent?

(just how do you check a seat post is long enough without scratching it???)

rather annoying!

supersonic

Ask them to send a courier to pick it up.