RIBBLE CYCLES - DREADFUL CUSTOMER SERVICE

ScaldedCat

I've spent a fair bit with Ribble this year in about a dozen or so seperate orders, nothing has taken longer than 3 or 4 days and they've always been really helpful on the phone.

Slow1972

You didnt bother to pay the extra for next day delivery.

He refused to refund because he doesnt have to by law (unless he's contractually agreed to deliver within 4 days) and you were ar*ey. Courtesy is a two way street. If you wanted him to refund perhaps you should have realised your own mistake (in not paying the extra for next day) explained the urgency and you'd have probably got it. If you called me a w*nker, I wouldn't refund if I didn't have to either, just to pi** you off.

as others have said, if you wanted the certainty of next day delivery pay the extra for it and/or order from somewhere with a reputation for doing it.

If I want cheap I order from Ribble, never had any problems, usually arrives in 3-5 days. If I want it next day I usually order from CRC or surf t'internet and then price match at Evans.

doyler78

Slow1972 wrote:

You didnt bother to pay the extra for next day delivery.

He refused to refund because he doesnt have to by law (unless he's contractually agreed to deliver within 4 days) and you were ar*ey. Courtesy is a two way street. If you wanted him to refund perhaps you should have realised your own mistake (in not paying the extra for next day) explained the urgency and you'd have probably got it. If you called me a w*nker, I wouldn't refund if I didn't have to either, just to pi** you off.

as others have said, if you wanted the certainty of next day delivery pay the extra for it and/or order from somewhere with a reputation for doing it.

If I want cheap I order from Ribble, never had any problems, usually arrives in 3-5 days. If I want it next day I usually order from CRC or surf t'internet and then price match at Evans.

Surely under the distance selling regulations the OP can return the item within 7 days of receipt so the sales assistant could have saved himself, the postal service and the customer a whole lot of hassle in having to send out, deliver, return, redliver, book in again and item that is no longer wanted. Stupidity of the highest order.

Right isn't always sensible.

cougie

Why would the assistant be bothered about the hassle of the postal service ? That IS what they get paid for ?

Assistants job is to shift stock, and this is what he's doing. The OP may not be arsed returning the stuff - so its a sale for Ribble ?

Lucky Luke

Used Ribble for as long as I care to remember. Great set of guys, helpful and polite. Always resolved the (very few) problems I've had without fuss or bother. People make a lot of noise when they have a problem. Sounds like you were more than hotheaded on the phone. Chill man. People will like you more and be more willing to help you.

doyler78

cougie wrote:

Why would the assistant be bothered about the hassle of the postal service ? That IS what they get paid for ?

Assistants job is to shift stock, and this is what he's doing. The OP may not be arsed returning the stuff - so its a sale for Ribble ?

It is his job to ensure that a customer remains a customer. The sooner that sales assistant's remember that the sooner we get a better standard of customer service on these two islands.

What's more costly to Ribble. Cancelling the order or dealing with consequences of the return. Ribble have to pay the postage, because the OP chose free delivery, and they get no sale. They have to spend time returning the item which involves admin & warehousing. If they are so streched that they can't provide a decent standard of customer service then why put yourself under more pressure.

As I said right isn't always sensible.

brin

Been using Ribble on and off for last 3 years, never had an issue with them, or with any other on line companies for that matter, must admit tho, if i was doing C2C i would make sure i had everything i required in plenty of time, instead of waiting til last minute.

someone posted on here, or another forum, that he was doing the C2C within the next week of his posting, asking for best route?.............some people :shock:

bendertherobot

doyler78 wrote:

Surely under the distance selling regulations the OP can return the item within 7 days of receipt so the sales assistant could have saved himself, the postal service and the customer a whole lot of hassle in having to send out, deliver, return, redliver, book in again and item that is no longer wanted. Stupidity of the highest order.

Right isn't always sensible.

Because what we imagine might be "Dave, have you got that order for Mr Williams, don't send it out," is, in reality, a rather more complicated warehouse system that probably doesn't lend itself easily to such a process.

sub55

about 12 years ago i was on the point of taking ribble to court over a warrenty issue over one of their bikes. they blatently broke the law in distroying a frame set that belonged to me. in the past 12 years i would have spent inexcess of £15,000 on cycle related products and not a penny of it has gone to them. i would`nt use them if they were giving their stock away.

i have some good friends that work within the cycle industry, and they moan like hell about ribble as well. the reason they are so cheap is that alot of their stock is grey import, bought straight from the manufacturer via third parties. to by pass the importers. you guys might be happy with this but ultimately ,it puts great swaves of the industry in financial distress. which is not good for the rest of us.

Lucky Luke

sub55 wrote:

about 12 years ago i was on the point of taking ribble to court over a warrenty issue over one of their bikes. they blatently broke the law in distroying a frame set that belonged to me. in the past 12 years i would have spent inexcess of £15,000 on cycle related products and not a penny of it has gone to them. i would`nt use them if they were giving their stock away.

i have some good friends that work within the cycle industry, and they moan like hell about ribble as well. the reason they are so cheap is that alot of their stock is grey import, bought straight from the manufacturer via third parties. to by pass the importers. you guys might be happy with this but ultimately ,it puts great swaves of the industry in financial distress. which is not good for the rest of us.

So you didn't take them to court you mean ? Why was that I wonder ?

Your friends in the cycle industry moan about ribble ?
Is it because they can't compete ? Maybe it's because Ribble have the better connections/ are better businessmen than your friends?


Boo hoo life's so unfair ! Get used to it mate . Nobody ever said it was .

softlad

Lucky Luke wrote:

So you didn't take them to court you mean ? Why was that I wonder ?

Your friends in the cycle industry moan about ribble ?
Is it because they can't compete ? Maybe it's because Ribble have the better connections/ are better businessmen than your friends?


Boo hoo life's so unfair ! Get used to it mate . Nobody ever said it was .

with that kind of attitude, I think a career at Ribble Cycles awaits you - unless of course, you already work for them...??

I bought from Ribble once in the early 1990s - let's just say I have not bought from them since. They might have improved since then, I guess I will never know.....

skinarelli

While not wishing to steer too off-topic with regards grey importing, it's probably worth mentioning for those that don't know that Ribble Cycles is the retail branch of CSN wholesalers which import and supply many of Ribble's competitors. Also, as a recognised bike manufacturer I dare say the vast majority of their gear comes through legit sources missing out the middle man in the process. As for the whole grey importing debate in general, I'm all for it. I don't agree with manufacturers trying to dictate the price of their products by giving out "agencies" to a selected supplier. The market should dictate it's own price.

Getting back on topic, I think Ribble Cycles can probably do without customers like Adam. The old phrase bandied about here that the customer is always right is not always true. In this case it appears to me the customer was most definitely wrong! Calling the sales guy a w**ker down the phone because an order hasn't arrived when the specified time frame hasn't even elapsed it just ridiculous. I mean common! what did Adam really expect? to then come on here and start bleating about it like a pussy leaves me in no doubt that Ribble are better off without him.

My advice to Adam?

Get Snickers, bite chocolate and get some nuts!! GRRR!!

Richard Cary

I've used their mail order on many, many occasions and never had the slightest trouble. Have also called in to their warehouse a few times, and staff helpful. I'll continue to use them.

NWLondoner

I have used ribble a few times and I admit they are slow at sending items but I don't have an issue with this.


Personally I would have expected the item to have been posted by Friday if I had ordered on Tuesday, however it depends on the time of day on Tuesday that it was ordered so can't really complain too much.

However Ribble refusing to cancel and refund the order was wrong. Under the distance selling regulations they cannot refuse. The regulations also state that if the item had already been despatched then they still have to refund the order and ask the customer to "return to sender" when RM attempt to delver the item.

The OP IMO was out of order calling the guy a w*nker as it not his fault that the warehouse has not sent the order and as someone who does work in customer service I always wonder why people resort to swearing and abusing the member of staff who is trying to help.


I have had it myself when dealing with a complaint and the customer has called me all sorts of things at the end of a call , I just let it go over my head. Calling the customer back and giving a tirade of abuse back was WAY OUT OF ORDER. I would be sacked on the spot if I ever did that. Christ I have been told I was wrong to hang up when a guy was threatening to break every bone in my body :shock: , all over a minor issue.


Would this put me off buying smaller items off Ribble? NO

Would I be prepared to but more expensive items off Ribble? Probably NOT

juggler

Adam_G wrote:

Ordered some items from Ribble on Tuesday this week as I'm participating in a coast to coast cycle ride tomorrow morning to raise money for Cancer Research.

Stlll no sign of items in this morning's post (despite being charged for postage) so give them a ring.
Spoke to the rudest, most dismissive a-hole who told me that althought the items were in stock, they still hadn't left the warehouse!

Told him to cancel the order and refund my credit card, which he refused to do! I muttered something about incompetent self-satisfiers as I hung up, only for him to ring me back on my mobile and shout a tirade of verbal abuse down the phone at me!

Never, will I use Ribble Cycles again!

I've used Ribble for years with no problems and returned stuff with no problems. It's not clear what the gripe is.. appears to be delivery later than expected..if you want then you can select to pay for guaranteed next day delivery. I assume that this guy didn't, so he decided not to guarantee to get his order in time for his coast to coast ride, but went for the cheaper first class post option... he then decides to phone up Ribble and personally abuse some poor sod on the end of the line ...and then gets miffed when the guy gives as good as he got... even though Ribble are within their stated ex[ectation for first class delivery....... not being content with that he posts a thread on this forum... is he a troll?.. .

nicensleazy

I have used before, never again!

ALaPlage

Ribble have been 1st class for me. Have ordered mainly clothing from them and it has come within 2-3 days. Returns twice and handled exceptionally well and quick. I also have had great comms via email from Dan with the returns.

Last week ordered a Assos Mille top - Parcel Force delivered three days later but I wasnt home so popped card through letter box. Went to Depot to pick up but PF had lost package. Carl at the Middlesbrough Depot was first class in sorting it out with Ribble who have to claim for the missing parcel. Ribble sent out a second top that day and PF got it to me the next morning. Top class service from Parcel Force and Ribble - mistakes happen and this was resolved clearly with the customer first in mind.

For me Ribble are a great bunch and offer fantastic prices.

I work in Retail and although I do not condone calling the OP back I think he has a bl**dy cheek raising this after he was clearly arsey with the Ribble staff and abused them first with his inappropriate w*nk*r comment. Treat others as you expect to be treated - remarkably you find it works.