Endura clothing-warranty not worth a light.

sturmey

I have a fault with the stitching on some Endura FS260 PRO bibshorts- it is unravelling down a seam after only wearing the garment three times.I have had the shorts for 6 months though.
I have emailed their UK warranty/customer service people twice now in the past fortnight and had no reply.
Has anyone had any luck with a claim against the warranty on Endura clothing?
How did you go about contacting them/pursuing the claim?

Slow Downcp

Return them to where you bought them from - they should deal with it

d_retallack

As said your warranty is with the shop but failing that i've had a jersey replaced by Endura when the zip broke the contact i used was lynne@endura.co.uk.
You'll need proof of purchase

sturmey

the contact i used was lynne@endura.co.uk.

That's the email I used-still no joy.

I WOULD take them back to the shop except it was mail order AND it was Ribble.

There is a snowball's chance in hell of them doing anything about it.
No use pretending otherwise.

SparkyP

http://www.endura.co.uk/Dept.aspx?dept_id=7

01506 497749.

sturmey

I'll give that phone number a go on Monday.
Thanks.

maddog 2

Ribble have actually been okay with returns, in my experience. They take a while but they get it done eventually.

As for Endura, I've had dealings with them before and they've been fine.

Having said that, I think their quality control has gone down. There was a thread the other day on singletrackworld and many said the same. Used to be good but now inconsistent.

rob0070

I have had several issues over the past year, thread breaking in trousers allowing seams to part, sizing is wrong according to the website.
I have just spoken to them today and all they say is " WE WILL PASS YOUR COMMENTS ONTO OUR DEVELOPMENT TEAM ".

WrenchScienceCliff

I have had great success with Endura's warranty support in the U.S.

ColinJ

I had a zip break on an Endura jacket a few years ago. It was a year out of warranty but I hadn't worn it many times so I was really annoyed about that.

I wrote to Endura to make a complaint and I got a phone call back saying that they'd had a bad batch of zips around that time and would I send my jacket to them for inspection. I got a new jacket by return of post and the zip on that one has been fine.

I was very satisfied with the way that they handled my complaint!

kettrinboy

I had a pair of Endura shorts during 2008 and after 500 miles riding the seams split in the crotch area, ive switched to DHB Earnleys and have done 3000 miles in these with no problems,so i wont bother with Endura kit any more it is not very endurable!

theblender

What's the problem with sending them back to Ribble?

If somebody brings Endura clothing back to my shop, I'll give them a replacement item or refund unless I think the claim is dubious, ie, crash damage, seat stitching caught on saddle, detergents used when washing etc.

I then get my money or a replacement back from Endura.

Surely Ribble will replace them for you?

sturmey

What's the problem with sending them back to Ribble?

The problem is that they are likely to do precisely nothing.

Judging by the threads on here about this very thing.

Then they have my money and my shorts, but I have nothing.

They are notorious for this sort of thing I'm afraid.

rolf_f

So far I had a pair of shorts replaced at the shop after stitching went a bit off on the leg seam. The replacement went a little around the crotch and that pair was sent back. The shop then lost track of them and just gave me another pair.

Then there were the MT500 overshoes. It doesn't say on the packaging that they will get eaten up by flat pedals with pins (wouldn't have bought them if they had). They duly did get eaten. I repeatedly darned them over winter to keep them intact and then the zip went. Returned to shop who sent them back to Endura who initially said they'd repair them!! I'm almost disappointed that they didn't and I got a credit note.

So, I really can't fault Endura customer service - a pair of overshoes replaced after 6 months and one winter is more than you might expect.

sturmey

So, I really can't fault Endura customer service

I will post back then with an update after I have tried contacting them again.

JohnnyAllez

I had to return a pair of Lusso tights to Ribble after one weeks use, seam split. They dealt with the problem without any hassle :? Seems that Ribble are getting a lot of "hear-say" flak without good reason recently. I`ve bought loadsa stuff off `em, been in the warehouse / shop a couple of times, had a few warranty returns, and had nothing but good service from them.

theblender

Also, if Ribble have such a bad rep, then why buy from them in the first place?

Your sales contract is with Ribble, send them back to Ribble.

Anybody from Ribble reading this?.....help your customer out, you're getting a bad rep!

sturmey

Finally got a reply from Endura :


'Thanks for your email, and please accept my apologies for the late response.

I am sorry to hear that you are having difficulty with one of our products.

As you have purchased your garment from one of our dealers I would suggest that you return to them, as this is where your contract of purchase lies, for them to deal with and if necessary return them to us on your behalf as a warranty issue.'

So they are telling me to send them back to Ribble.

Polite way of saying 'not our problem'.

Now where's that needle and thread...

rolf_f

sturmey wrote:

Polite way of saying 'not our problem'.

Now where's that needle and thread...

Don't think so but perhaps a bit pedantic. When I've had probs, I've gone into the shop, not been in anyway huffy about it but just requested something be done. When the item was anything other than brand new, they just sent the item back to Endura who, in their own time, either repair or recommend the shop replaces the item. I think that unless Endura gets back to the shop and says not to replace, the cost of the replacement will end up with Endura anyway.

However, they are right that your contract of purchase lies with Ribble - and since it is unlikely to cost Ribble anything other than admin time, Ribble should be happy to deal with it.

Probably accounting reasons why Endura don't want to deal directly........

sturmey

Thanks for your thoughts on this.

I am disappointed that Endura have just passed the book back to Ribble.

Assos for example are happy to repair/replace shorts and you can send them back directly to them. Don't see why Endura can't do the same.

In my experience(and other people's, posting on here) it's just not worth sending stuff back to Ribble in these circumstances.

I have bought stuff from them many times.They are good on prices and delivery. But not in circumstances such as this. So I think I will forget about sending them back.

This poster thinks the same by all accounts:
http://www.bikeradar.com/forums/viewtop ... ble+faulty

rolf_f

sturmey wrote:

This poster thinks the same by all accounts:
http://www.bikeradar.com/forums/viewtop ... ble+faulty

Who? Garycyclist? He appears to be an idiot. As Endura said, your contract is with Ribble. If you aren't prepared to give Ribble the chance to sort it out, why buy from them in the first place? You can't blame Endura for you having bought a product from a shop you don't seem to trust. Just because others may have had problems with Ribble doesn't mean you will. Have a bit more faith!

softlad

sturmey wrote:

I am disappointed that Endura have just passed the book back to Ribble.

you seem to be having a real problem grasping the issue here. If you buy a Ford from a Ford dealer - and it breaks down - you don't drive it round to Ford's assembly plant, you take it back to the dealer to get it fixed.

sturmey

you seem to be having a real problem grasping the issue here. If you buy a Ford from a Ford dealer - and it breaks down - you don't drive it round to Ford's assembly plant, you take it back to the dealer to get it fixed.

You obviously missed the part where I mentioned Assos.

Slow1972

But your contract is with Ribble and you are complaining about their service despite not having tried to get Ribble to sort your shorts issue out.

If you'd spent as much time dealing with Ribble as you have emailing Endura and moaning on here, you'd probably be well on your way to getting a replacement.

mtfu, try Ribble, then come back here and moan about them if they don't sort you out. Talk about cart before the horse....

sturmey

But your contract is with Ribble and you are complaining about their service despite not having tried to get Ribble to sort your shorts issue out.

Not complained about their service in this thread at all. Where did I do that?

If you'd spent as much time dealing with Ribble as you have emailing Endura and moaning on here, you'd probably be well on your way to getting a replacement

On what basis exactly do you make this wild assumption?

mtfu, try Ribble, then come back here and moan about them if they don't sort you out. Talk about cart before the horse....

Fail to see what a person's masculinity has to do with any of this.

giant_man

Slow1972 wrote:

But your contract is with Ribble and you are complaining about their service despite not having tried to get Ribble to sort your shorts issue out.

If you'd spent as much time dealing with Ribble as you have emailing Endura and moaning on here, you'd probably be well on your way to getting a replacement.

mtfu, try Ribble, then come back here and moan about them if they don't sort you out. Talk about cart before the horse....

+1 - sounds like your gripes are with the wrong people. As already stated, your sales contract is with the retailer not the manufacturer ....

softlad

sturmey wrote:

You obviously missed the part where I mentioned Assos.

nope - I saw the Assos bit. How they do it is entirely up to them. I thought this thread was about Endura, and as far as Endura is concerned, they are simply referring you back to the dealer where you bought the item - which is both entirely reasonable and within the letter and spirit of the law.

guilliano

Endura will simply credit the dealer after they have replaced the faulty goods. Can you imagine how many UK customers Endura have? They are not a large company and dealing directly with customers on an individual item basis would cost them a fortune in additional postage and staffing, increasing the cost of the goods.

As has been said, you have a sales contract with the retailer, not with the manufacturer and as such it is down to the retailer to sort the problem.

rolf_f

sturmey wrote:

But your contract is with Ribble and you are complaining about their service despite not having tried to get Ribble to sort your shorts issue out.

Not complained about their service in this thread at all. Where did I do that?

Here:

sturmey wrote:

In my experience(and other people's, posting on here) it's just not worth sending stuff back to Ribble in these circumstances.

To be fair, I'd regard that as a complaint. I would expect a supplier to consider a refund under the circumstances (ie that it is pretty obvious if there is a manufacturing defect if an item has only been worn a few times even if it is 6 months old).

As for Assos. You pay a lot of money for those. The profit margins on Assos are bound to be rather higher than Endura. Part of the payback for those profit margins is that the company can use them to provide top quality direct backup. You'd expect better customer service from Rolls Royce than Vauxhall wouldn't you?

sturmey

As has been said, you have a sales contract with the retailer, not with the manufacturer and as such it is down to the retailer to sort the problem.

Ok.I accept this and I understood this already to be a general principle of consumer law.

I posted merely to see if other forum users had successfully dealt with Endura direct (as with Assos) and what the outcome was.

I had no agenda to slate Ribble (or Endura for that matter).

Ribble are to me what the local boozer is to some other people- i.e. they keep taking my money,the service can be dire and sometimes they are even 'orrible to me and p*ss me off.
But in the end I keep going back 'cos they are good on price and I can get the things I want there.
'Cos I know their foibles well enough by now ,I also know that In these circumstances it is going to be less hassle to keep my shorts in the wardrobe at home, rather than sending them back. They will only use them to mop the toilet floor or something...

guilliano

If that actually is the case (don't know, never dealt with Ribble) then Endura wouldn't deal with them out of principle.