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Ribble cycles................censored customer service

epo-aholicepo-aholic Posts: 1,414
edited September 2013 in Road buying advice
Ordered a stem in 120mm flavour from ribble a while back for a tt bike build i was in the middle of. I ordered this size as it was recommended by the frame builder as correct for my size and reach, etc - the stem happened to be an adjustable one. Around a month later i finished the build and set about the fine tuning and a turbo ride or two. i couldn't get on with the reach and apon further examination i found the stem to be 130mm in length. Called up ribble and they said, no problem send it back and we'll refund or swap it for you. Got it off the bike and it was obvious that the tri-bars had worn a small section of the paint on the stem face plate, on seeing this i promptly called ribble to inform them, no problem they said. Send it in, after all its our fault for sending in the wrong stem - so i did and included a covering letter with all my details, etc. One week later and no acknowledgement from ribble so i called them up today only to be told the stem is unsaleable and i wont be receiving a refund as the stem is marked and not only that but that you measure an adjustable stem differently from a 'normal' stem? although he agreed it measured 125mm and not the 120mm i had originally ordered - needless to say i have since fitted the correct size to my tt bike and it seems fine. is this just crappy service and general bull**it or am i expecting too much from a respected online retailler?`

i have had dozens of dealings with CRC and wiggle and never once had a problem, has anyone else had a similar lack of service from ribble?

your thoughts gratefully received?

cheers
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Posts

  • Paul32ukPaul32uk Posts: 80
    Sorry to hear about your ordeal. Ribble sound out of order to me. Do you have the original order you placed stating you wanted a 120mm? I cannot see how they can dispute this if they gave you a 130mm and you ordered a 120mm. You haven't yet received the goods you ordered technically.

    I'd be looking up my consumer rights, though I still think that they should send you what you actually ordered. It's just a shame you didnt realise it was a 130mm before. That's not your fault though they sent the wrong one and are the ones at fault.

    Things like this niggle me!

    Good luck sorting the issue.

    exercise.png
  • sturmeysturmey Posts: 964
    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.
  • redddraggonredddraggon Posts: 10,862
    sturmey wrote:
    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.

    + 1 on both of those.

    I use Ribble lots, and they are good at sending stuff out, and sending out replacements if the original stuff goes missing. On the warranty and returns side of things, they ain't the best.

    I've been unfortunate enough to have two bits of kit have to go back to them, and they were really slow at sorting it out.
    I like bikes...

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  • softladsoftlad Posts: 3,513
    Wrong size or not, I would think the fact that you fitted the stem effectively constitutes acceptance of the item. Regardless of what they said to you on the phone, I can't see that you have a leg to stand on....
  • gabriel959gabriel959 Posts: 4,227
    I've had plenty of really good deliveries from them and the only time I had to contact them, due to me wanting to cancel an order, they were very speedy and correct.
    x-x-x-x-x-x-x-x
    Commuting / Winter rides - Jamis Renegade Expert
    Pootling / Offroad - All-City Macho Man Disc
    Fast rides Cannondale SuperSix Ultegra
  • andypandyp Posts: 9,155
    softlad wrote:
    Wrong size or not, I would think the fact that you fitted the stem effectively constitutes acceptance of the item. Regardless of what they said to you on the phone, I can't see that you have a leg to stand on....

    I think you're right, if the retailer can't resell the item I believe they don't have to refund you.

    I agree with Sturmey though, the litmus test of any online retailer is the speed with which items are despatched and how they act to resolve issues. Ribble are by no means the best at the latter, but they are not the worst. Their prices make them an attractive option.
  • passoutpassout Posts: 4,425
    I've actually always found them good and they have sorted stuff out for me.
    'Happiness serves hardly any other purpose than to make unhappiness possible' Marcel Proust.
  • A decent compromise might be for them to send you the 120mm stem, with the marked face plate from the 130mm.

    They could then pair the returned stem with a lovely shiny new face plate form the 120mm stem...

    Although sounds like you have already sourced and fitted the correct size from elsewhere.
  • bugsrabbitbugsrabbit Posts: 182
    Different company but along the same lines, I,ve owned a Dinnotte front light For a couple of years and at the beginning of winter it began to play up. i contacted them to ask advice as after two years that's all I was hoping for, they replied asking me to send the light back to them because early models had a fault and they would like to fix mine free of charge. A good company to deal with!
  • My husband always maintains he gets a good service from Ribble but last year when he ordered a bike and paid for it they took over 2 months to get it to him as they kept saying the frame was out of stock. When it eventually came in they said it had gone up in price and wanted him to contribute towards the extra despite them having offered it at a price he accepted and paid for previously. Now even basic knowledge of contract law knows that once an offer is made and payment is made upon that offer a contract has been agreed and becomes binding for the provider to deliver at the agreed sum. So after a lengthly complaint they backed down and supplied the bike.

    Now my husband has this year taken advantage of his works cycle to scheme voucher offer and obtained a quote from Ribble which he submitted and obtained a voucher for Ribble. But surprise surprise they now say they can't do what they quoted for but for an extra £100 (plus the £65 admin fee they charge for you using the cycle to scheme voucher!) they can do something similar. Of course they have not cashed the voucher or taken any extra funds off us so no contract has been formed, however they are aware that the Voucher is in their name causing my husband great inconvenience to change it, if he can!! Why did they not say when they provided the quote they could not fulfill the order. Now I am being cynical and tainted fron last year but I smell a rat!!!
  • oscarbudgieoscarbudgie Posts: 850
    The words 'Ribble' and 'censored customer service' appear together far more often than they ought to. Whats that old saying about the happy customer tells 5 people and the unhappy one tells 20.... ? Before internet forums like this existed companies like Ribble could get away with shoddy customer service as word didn't spread so wide and so quickly. Ribble need to wake up and realise that their bad reputation must be costing them £1000s. Both Ribble and Planet X could take a leaf out of Wiggle's book.
    Cannondale Supersix / CAAD9 / Boardman 9.0 / Benotto 3000
  • zaneszanes Posts: 563
    . Both Ribble and Planet X could take a leaf out of Wiggle's book.

    HIJACK ALERT!

    Oscarbudgie, what problems have you had with Planet X? I'm sort of in the market (maybe!) for a new best bike and would be interested to hear, as I thought they had a pretty good rep?
  • redddraggonredddraggon Posts: 10,862
    zanes wrote:
    . Both Ribble and Planet X could take a leaf out of Wiggle's book.

    HIJACK ALERT!

    Oscarbudgie, what problems have you had with Planet X? I'm sort of in the market (maybe!) for a new best bike and would be interested to hear, as I thought they had a pretty good rep?

    http://www.bikeradar.com/forum/viewtopi ... &start=160

    Have a read of that thread. Planet X screw ups at around page 8
    I like bikes...

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  • oscarbudgieoscarbudgie Posts: 850
    Yep - two occasions I've bought from Planet X and two occasions they didn't actually have the item I ordered - and only admitted it after I chased them for non delivery. But back to Ribble....
    Cannondale Supersix / CAAD9 / Boardman 9.0 / Benotto 3000
  • Paul32ukPaul32uk Posts: 80
    Now my husband has this year taken advantage of his works cycle to scheme voucher offer and obtained a quote from Ribble which he submitted and obtained a voucher for Ribble. But surprise surprise they now say they can't do what they quoted for but for an extra £100 (plus the £65 admin fee they charge for you using the cycle to scheme voucher!) they can do something similar.

    I emailed Ribble recently with regards to using cyclescheme vouchers with them. I also asked if there was any charge for using such vouchers in the email and all I got in the reply was "Yes cyclescheme vouchers can be used". Funny how they forget to mention the fact about the £65 to use them! unless the scheme your husband is going through isnt cyclescheme.

    exercise.png
  • zaneszanes Posts: 563
    reddragon, oscarbudgie;

    Damnit! This is exactly the sort of thing that gets up my goat. *relegates planet-x to his list of possibles rather than definite maybes*. Although most (All?) of those complaints were aimed at their ebay op rather than their store. Still, doesn't bode well :?
  • songbirdsongbird Posts: 60
    I have never used them again since the person who took my order over the phone, then used my debit card details, £200, to top up a mobile phone.
  • hopper1hopper1 Posts: 4,389
    Personally, I've not had a problem with Ribble, but I've only bought parts, not a bike...
    I'm about to send some more cash their way, too. :wink:
    Now, Planet X :evil: Don't let me get started on that bollox, again... :evil:
    Start with a budget, finish with a mortgage!
  • JohnnyAllezJohnnyAllez Posts: 785
    Seems that for every person who has had a censored deal from any online bikeshop, there will be loads who have had good service, most of whom don`t bother to come on and mention it (the silent majority). Doesn`t sound like any of them are perfect, some seem very far from perfect according to the numerous comments being bandied about, along with heresay comments which arn`t really helpful, like "my workmate`s Dads brother had this problem with XYZ Bikes etc etc". :?

    Ribble have always been OK for me, including sorting out some returns stuff, as have Wiggle and CRC. Merlin have been spot-on as well, best deals on wheels when I`ve wanted `em :)
    Jens says "Shut up legs !! "

    Specialized S-Works SaxoBank SL4 Tarmac Di2
  • nicensleazynicensleazy Posts: 2,310
    I would never use them again!
  • sturmeysturmey Posts: 964
    Seems that for every person who has had a censored deal from any online bikeshop, there will be loads who have had good service, most of whom don`t bother to come on and mention it (the silent majority). Doesn`t sound like any of them are perfect, some seem very far from perfect according to the numerous comments being bandied about, along with heresay comments which arn`t really helpful, like "my workmate`s Dads brother had this problem with XYZ Bikes etc etc".

    Ribble have always been OK for me

    Enjoy your honeymoon period while it lasts..
    I would never use them again

    Nicensleazys honeymoon ended a while ago.He is getting a divorce.Poor censored .
  • BeatmakerBeatmaker Posts: 1,092
    songbird wrote:
    I have never used them again since the person who took my order over the phone, then used my debit card details, £200, to top up a mobile phone.

    Which retailer is this in relation to? Its a very bold statement to make, I'm assuming the Police charged the employee in question and you have absolutely no doubt it was either Ribble, Wiggle or Planet X where the fraud was committed.

    To be fair Ribble are perfectly within their rights not to replace or refund the damaged stem, however from a customer service point of view I would have thought they would try to help.
  • I Think planet x are great, I've bought 3 bikes and last week a set of 50mm carbon wheels from them, ive been to the warehouse to pick a bike up and they are great..

    Ribble have been around for decades and they have been very hit and miss, planet x are a relatively new company thats growing constantly and if ive ever needed to contact them theyve got back in touch very fast and been mega friendly.

    Also planet x has hard to beat prices and great products..
    I know a lot of guys who've bought from px and who are all very happy...
  • gabriel959gabriel959 Posts: 4,227
    I think its all luck of the draw, they have always been good with me even when I made a mistake in one of my orders. They were as quick as Wiggle if not quicker, and definetely cheaper.
    x-x-x-x-x-x-x-x
    Commuting / Winter rides - Jamis Renegade Expert
    Pootling / Offroad - All-City Macho Man Disc
    Fast rides Cannondale SuperSix Ultegra
  • CamionCamion Posts: 60
    Ribble are good at sending stuff and anything missing like when I recently had a corima hub delivered with a pawl missing. The bloke the other end of the line knew straight away what I was talking about and sent in 2 days. Everything else has come through pretty quick too.

    I did try to buy a bike from them once and got quoted 2 months odd which put me off so went somewhere else.

    My views (for what theyre worth) on other retailers:

    Parkers - Sent an old model Fugu jacket and wouldnt accept it back until a lot of emails exchanged then finally sent check for a 50 quid reduction, I dont use them any more.

    Wiggle, very quick but no longer as cheap as they used to be and I challenge you to be able to contact them by phone!

    Chicken cycles - massively overpriced, possibly as Halfords use them if you want to use your cycle to work voucher to order 'off menu' 65 quid for a corsa cx tub!!! 40 odd quid elsewhere!

    JE James, very helpful and quick service

    Petra Cycles - sell even the remotest shimano part such as a dura ace rear sprocket

    Chain Reaction - Great guys, friendly knowledgeable service and they sell every type of part.

    P.S I'm not being sponsored, just wanted to share some good online shopping experiences when the Bay doesn't have what I'm after.
    Colnago Extreme Power - Dura Ace
    1980s Colnago Master Steel - Super Record Delta
    Brompton M3L-X Raleigh Nitro MTB
    1981 Viscount Sport Orange Evo 8 single speed
    Specialized Langster Carerra Subway zero
  • passoutpassout Posts: 4,425
    I Think planet x are great, I've bought 3 bikes and last week a set of 50mm carbon wheels from them, ive been to the warehouse to pick a bike up and they are great..

    Ribble have been around for decades and they have been very hit and miss, planet x are a relatively new company thats growing constantly and if ive ever needed to contact them theyve got back in touch very fast and been mega friendly.

    Also planet x has hard to beat prices and great products..
    I know a lot of guys who've bought from px and who are all very happy...

    Planet X have fixed problems quite well for me but to be fair Ribble have never created any problems for me.
    'Happiness serves hardly any other purpose than to make unhappiness possible' Marcel Proust.
  • JohnnyAllezJohnnyAllez Posts: 785
    sturmey wrote:
    Seems that for every person who has had a censored deal from any online bikeshop, there will be loads who have had good service, most of whom don`t bother to come on and mention it (the silent majority). Doesn`t sound like any of them are perfect, some seem very far from perfect according to the numerous comments being bandied about, along with heresay comments which arn`t really helpful, like "my workmate`s Dads brother had this problem with XYZ Bikes etc etc".

    Ribble have always been OK for me

    Enjoy your honeymoon period while it lasts..
    I would never use them again

    Nicensleazys honeymoon ended a while ago.He is getting a divorce.Poor censored .


    How long is this honeymoon then? I`ve used them for 10 years at least :? Everyone has a tale to tell, mine`s been generally good :)
    Jens says "Shut up legs !! "

    Specialized S-Works SaxoBank SL4 Tarmac Di2
  • sturmeysturmey Posts: 964
    How long is this honeymoon then? I`ve used them for 10 years at least

    I've been using them for 22 years. The last two years have been sometimes good sometimes very bad. The example given by Helen1968cat mirrors my experience.

    I would say you need to order a couple of bike builds from them yourself to really see how things are/can be.
  • stevenbstevenb Posts: 717
    Ordered from them again just a few days ago.....order turned up quick.
    As it turned out I'd changed my mind about the tyres I'd ordered so I've ordered more and sent the unused (not even removed from the packaging) tyres via recorded delivery....so I'm hoping the returned tyres will be with them on Monday and in turn a refund of their value to my card before I go away on holiday this Friday coming.
    We shall see. 8)

    I ordered a Velomann bike computer from them in the past and it went wrong after a couple of months. I sent it back to them advising of the fault and requested either another computer, refund or repair. I knew they'd have to send it back to the distributors for me and they did that. It took a month to sort out but I did get it sorted.
  • 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
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