Ribble cycles................crap customer service

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Comments

  • rolf_f
    rolf_f Posts: 16,015
    rascalmaster wrote:
    Bought an elite turbo trainer with a mat and matching riser. (a more expensive elastogel riser purely because it would match everything else and thus would detract less from being in a corner of the living room)
    they sent me the wrong riser :-(
    asked them to refund the difference and also told them that i was no longer happy having paid extra for next day delivery and would appreciate a refund of the extra delivery cost.
    was told 'ok' but nothing heard since. called again a couple of days later and was told they would refund the difference (easier a all 'round as i'd have to take time off work to go post the item back and they'd have to re-post the correct item and also pay my postage costs... you'd think?)
    nothing happened since.
    NOT IMPRESSED

    If you are joining the forum just to have a go at a company, it is correct etiquette to start up a fresh new thread of your own. It's much funnier that way. :lol:
    Faster than a tent.......
  • Camcycle1974
    Camcycle1974 Posts: 1,356
    rascalmaster wrote:
    Bought an elite turbo trainer with a mat and matching riser. (a more expensive elastogel riser purely because it would match everything else and thus would detract less from being in a corner of the living room)
    they sent me the wrong riser :-(
    asked them to refund the difference and also told them that i was no longer happy having paid extra for next day delivery and would appreciate a refund of the extra delivery cost.
    was told 'ok' but nothing heard since. called again a couple of days later and was told they would refund the difference (easier a all 'round as i'd have to take time off work to go post the item back and they'd have to re-post the correct item and also pay my postage costs... you'd think?)
    nothing happened since.
    NOT IMPRESSED

    Mate, you have revived a thread from 2010 so not really relevant to how Ribble are performing currently is it?

    I recently ordered a bike from them and although the frame size was out of stock they still managed to send it to me within a month which is pretty good considering they build bikes from scratch. I suspect that, due to increasing competition, they have had to up their game somewhat.
  • Nairnster
    Nairnster Posts: 602
    Well, I have always found their service to be a mixed bag.

    I have just ordered a set of wheels for delivery upto the highlands of scotland.

    Their website states delivery for wheels up here is £9.50. However, upon placing the order, despite the fact that the website notified me the delivery charge had changed due to the delivery address, it still showed as free delivery, with no other options in the dropdown.

    As I didnt want my order delayed due to not having paid for delivery, I called Ribble and queried this. The guy I spoke to on the phone didnt even ask for my order number, and told me "If it hasnt charged for delivery, there is no charge" I even pointed out that the website states specifically there is a charge for wheels to my location.

    Time will tell, but being a pessimist, I expect a delay with my order while they dont contact me to tell me they need me to pay the carriage before they can send my wheels.
  • passout
    passout Posts: 4,425
    sturmey wrote:
    Expect numerous replies from people saying the following banal things:

    'they are brilliant', 'never had a problem', 'can't thank them enough' blah ,blah,blah, zzzz...

    I use Ribble more than most.They are good value.

    However,let's judge their customer service on two distinctly separate levels:

    1) They despatch competitively priced products to the correct address in a timely fashion.

    2) When problems arise they often do not resolve them quickly or in a way that the customer would wish.

    Nice summary but im my experience they've done well in both of those areas. Most notably, I once ordered some bike cleaner & foodstuffs from them. The bike cleaner leaked over the foodstuffs, I phoned up & they were great. Everything replaced without issue within about 24 hours. From what the OP says, I guess this might not be consistent though...?
    'Happiness serves hardly any other purpose than to make unhappiness possible' Marcel Proust.
  • dwanes
    dwanes Posts: 954
    Nairnster wrote:
    Well, I have always found their service to be a mixed bag.

    I have just ordered a set of wheels for delivery upto the highlands of scotland.

    Their website states delivery for wheels up here is £9.50. However, upon placing the order, despite the fact that the website notified me the delivery charge had changed due to the delivery address, it still showed as free delivery, with no other options in the dropdown.

    As I didnt want my order delayed due to not having paid for delivery, I called Ribble and queried this. The guy I spoke to on the phone didnt even ask for my order number, and told me "If it hasnt charged for delivery, there is no charge" I even pointed out that the website states specifically there is a charge for wheels to my location.

    Time will tell, but being a pessimist, I expect a delay with my order while they dont contact me to tell me they need me to pay the carriage before they can send my wheels.

    So you have written on this thread to Moan about not being charged postage and to Moan about something that hasn't happened yet? :?
    This just about sums up this thread really. Customers are more hard work than the retailers.
  • Nairnster
    Nairnster Posts: 602
    No, i commented on their customer service.

    Perhaps actually checking my order would have been a good start? He didnt even ask for any details or order number. A general comment along the lines of "it will be fine" summed up his service.

    Lets see what happens then. Incidentally, the order still just shows as received, and nothing more on my instock wheels (2 days after placing the order)
  • Nairnster
    Nairnster Posts: 602
    Well, further to the above posts, and despite a phone call to them today and a subsequent email confirming they would be sent out today, here we are, their offices closed, and my wheels still sitting, having not even go into despatch, let alone actually despatched.

    they are now closed for the weekend
  • sloppyschleckonds
    sloppyschleckonds Posts: 8,019
    Nairnster wrote:
    Well, further to the above posts, and despite a phone call to them today and a subsequent email confirming they would be sent out today, here we are, their offices closed, and my wheels still sitting, having not even go into despatch, let alone actually despatched.

    they are now closed for the weekend

    WTF are you on about?
    I'm sorry you don't believe in miracles
  • Nairnster
    Nairnster Posts: 602
    Poor customer service.

    Try reading the posts before the one you quoted.
  • desweller
    desweller Posts: 5,175
    Nairnster wrote:
    Poor customer service.

    Try reading the posts before the one you quoted.

    If you don't want people to get confused, why not avoid replying to a three year old thread?

    DAMMIT NOW I'VE DONE IT TOO
    - - - - - - - - - -
    On Strava.{/url}
  • Nairnster
    Nairnster Posts: 602
    Because I replied to it when it was in the recent posts. Someone else dredged it up, making it a current thread.

    Good to see the forum warriors have got in from work lol
  • desweller
    desweller Posts: 5,175
    Nairnster wrote:
    Try reading the posts before the one you quoted.

    <cackles, runs away>
    - - - - - - - - - -
    On Strava.{/url}
  • sloppyschleckonds
    sloppyschleckonds Posts: 8,019
    DesWeller wrote:
    Nairnster wrote:
    Try reading the posts before the one you quoted.

    <cackles, runs away>

    Having a picture of your sister in your avatar probably isn't doing him any favours.
    I'm sorry you don't believe in miracles
  • monsterhill
    monsterhill Posts: 106
    Nairnster wrote:
    Well, further to the above posts, and despite a phone call to them today and a subsequent email confirming they would be sent out today, here we are, their offices closed, and my wheels still sitting, having not even go into despatch, let alone actually despatched.

    they are now closed for the weekend

    Well, if youve received an email confirming they will be sent out and there are no problems with the order over the phone, whats the problem? Some people are just too impatient these days.

    Any way, weathers good so im off out on my bike.

    BTW

    I've used Ribble over the years and fair enough they have had their ups and downs, most of them ups recently, but they have improved and i find them a pleasure to deal with.

    At least with Ribble there is a phone line and an email address to contact them on, unlike other online retailers, ie wiggle, chain reaction etc
  • Nairnster
    Nairnster Posts: 602
    Because if you read that post, they were not sent.

    So despite a phone call, and an email, they still havent done what they told me would happen. So therefore thats poor customer service.

    Delivery was advertised as 3-5 days, as it is now day 5 and the wheels still havent been dispatched, its hardly an advert of good service.

    The thread and previous posts imply that their service is hit and miss as to whether it is any good. how many second chances should a company get before people do stop using them?I

    A phone line and email is only good if the info you get given via either method is actually backed up by actions.

    I dont understand why people are so hostile when someone criticises a shop in a thread which was already discussing the matter. If you dont want to read about it, dont look at the thread.

    Great that you have had good service from them BTW.
  • dwanes
    dwanes Posts: 954
    It says the warehouse is closed this Friday and Saturday on the website
  • rc856
    rc856 Posts: 1,144
    And sometimes people get their items before anything is updated to even say it's been dispatched.

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