Someone to contact at Ribble Cycles?

wriggle

Hi all,

I hate to be starting a thread like this as the first one I've created on this forum, but I'm starting to despair I placed my first order from Ribble on Sunday and they've not been very quick with shipping it. I did say that if they couldn't get it out in two days (allowing a further 2 for it to reach me) please could they let me know, as I'd have to cancel the order, and they assured me it would be "leaving very soon". Unfortunately this turned out not to be within the two days. (I know that 4 days delivery is OK, but I've been spoilt by CRC, Evans et al being so quick - and I did ask how soon they'd despatch.)

I've tried to cancel the order - but no-one's replied to or acted on the three emails I've sent, and their phone is off the hook.

The order was for a special treat - Assos shorts that I've been saving up for and bought as a "reward" for training hard. I wanted them for a series of longer rides Friday - Sunday so needed them to arrive tomorrow, and as Ribble aren't refunding my money I can't order any more from anywhere else

Please does anyone have a direct contact at Ribble who could sort this out for me? I'd be very grateful. This was supposed to be a special treat, and it's turned into a horrible hassle.

R8JimBob88

Even if you had a name you would still need them to answer the phone or reply to your email.

Ive personally found them very helpfull and always answered the phone. Just try again later, i'm sure you will get through.

wriggle

I know, JimBob - it's just if I could get a direct line to a named person, or an individual email address, I'd have a bit more faith in getting a response. (I wasn't expecting someone to put personal info on a forum, by the way, but to PM it.)

I'll keep trying. Thanks.

antfly

They are not easy to contact but you'll probably have them by Friday.

wriggle

I didn't get any response from Ribble - not a dicky-bird - and their phone's still off the hook I also sent a message via the "Contact Us" form on their website, just in case my emails weren't getting through, but that didn't elicit any response either.

I can't say that the prospect of trying to get a refund out of them isn't worrying me a bit ... :? Any helpful tips? (It's quite a bit of money, and I can't afford to wait ages to get it back.)

Ho hum. Have to hope that the boss doesn't want any work to get done tomorrow, either!

ShutUpLegs

I guess they may be quite busy with their '20% off must end this weekend' sale :roll:

orbeaorca

I ordered some Assos bibs from Ribble on Sunday , they arrived this morning.

STEFANOS4784

Just a note but if they've taken the money then a refund onto your card will take 3-5 working days to show up as available funds anyway.....

TMR

orbeaorca wrote:

I ordered some Assos bibs from Ribble on Sunday , they arrived this morning.

I ordered my Assos bib tights from them and they arrived after 4 days or so. I've spent about £1.5K with them over the last month in 3 different orders and no problems at all. Not the fastest delivery, but TBH I really don't care.

wriggle

Stefano - after the recent excitement at CRC I used Paypal rather than a card, so should get "instant" clearance between Paypal accounts for the refund. (Although I'm sort of wishing now that I had the extra assurance of a credit card guarantee for this transaction.)

orbeaorca - I wish I'd had that

I'm sure that for every lousy customer experience with any given retailer there's a load of unremarkeable, went-exactly-as-it-should transactions. Just disappointed that mine wasn't like that, particularly when it was something I was buying as a special treat and really looking forward to receiving.

ShutUpLegs - DFS marketing, here we come!

bruce225

I ordered a couple of bits off them and paid by Paypal and noticed in my account section on Ribble site i got the message saying Credit Hold contact customer services, which delayed things for a few days,

When i questioned them about this, it was some sort of payment security check. Even though funds had left my account instantly,seemed strange why the delay..

wriggle

I had the same thing, Bruce, although when I asked Ribble they said it didn't delay anything and wasn't an issue; and my order would be "leaving very soon".

This isn't a let's-get-at-a-big-name-retailer thread. This is worrying me quite a bit - not the order timeframe (which is not by any means exceptional) but that Ribble just aren't responding to communications about cancelling the order and getting a refund.

I was hoping someone might have a contact or friend at Ribble who can help to close this matter promptly for me and put my mind at rest. Please? Anyone?

floosy

I use Ribble for a lot of my bike stuff.

If you want the free delivery then it will take 4 days... to arrive.

well mine always do..

cant fault them

Dave.

The-beast

Don't worry pal they are working hard I was in the factory shop today, I've ordered two bikes and thousands of pounds of gear off them and some times it does come a day or two later but for the lower prices I think it's worth it, I do find it strange that they aren't answering there phone tho I have always got through first time, think u have just been unlucky

mattshrops

although their customer service can be poor at times, lets face it theyre not going to close down and run off with your bibs money youve just got to bite the bullet and wait it out. note to self if youre after something for quick delivery try wiggle- always fast.

and relax

wriggle

I guess you're right - just unlucky Could well be they just take the phone off the hook when they're busy, and don't get round to reading emails.

I do hope they to sort it out soon, though - I need my money back!

(Oh, and after 3 days it still showed no sign of being shipped, so 5 days would be the shortest lead time. Maybe this delay was due to their Paypal "Credit Hold", I don't know. Looks like they're usually a bit quicker than this.)

I'm glad that most of the rest of you on here have had much happier shopping experiences! If you can recommend anyone good to talk to in Customer Services, I'd be very grateful ... !

petemadoc

I bet your shorts turn up tomorrow.

I ordered from Ribble a couple of weeks ago, took about 3 days to come and the email to say it had been despatched came 2 days after they arrived :?

Not the fastest but good service IMO

navrig

Try

danielbrierley@ribbl​ecycles.co.uk

He was most helpful to me.

Also note that I have previously received my goods two day before the dispatch confirmation email (goods arrived Saturday, email on Monday).

No issues with Ribble and I have bought quite a lot from them this year.

PS Patience is a virtue ;-)

antfly

You're worrying over nothing, they rarely answer the phone and take days to answer e-mails at the best of times. Your shorts may well be on their way to you right now but you could have paid for next day delivery if they are urgent.

Anonymous

I don't wish to be rude Wriggle, but if you need something urgent, go to a shop, you may pay more, or have to travel but you'll have the goods in your hands.

When ordering over the internet you not just dealing with a shop, but also payment and shipping companies.

I'm sure you know this, you seem well informed, you can't really complain after 3 days.

wriggle

Thanks for your replies, everyone.

Pete Madoc - I bet you're right!

Thanks for the contact, Navrig. Hopefully they'll get round to catching up on their emails today and/or Pete Madoc will be right, so I'll wait a bit to see what turns up. I've never managed to be very virtuous!

I hadn't previously considered a 5 day lead time to be "urgent" (which I why I didn't pay for next-day or priority delivery this time) ... but clearly I will have to revise that view going forwards.

As I have said, the timescale isn't the primary issue to me; it's the lack of communication that has caused concern.

Fingers crossed it'll all sort itself out today.

MattC59

The best thing that you can do is complain to Wiggle !!

MattC59

£200 shoes and you're posting in the beginners section ?!?!
Only joking, nice shoes