Ribble - dire customer service?

dilemna
dilemna Posts: 2,187
edited July 2011 in Road buying advice
I bought a rack from Ribble which had to go back just over two weeks ago as it was faulty. I emailed them about it and sent it back RM recorded post and put an accompanying letter of explanation inside with the rack. I packaged it VERY WELL. I took pictures. The rack was signed for by some one at Ribble the next day but I have had no repsonse from them what so ever regarding a replacement rack refund or re-imbursement of return postage. I requested that they kindly email me when they had received the rack back. I have emailed them about 4-5 times since but nothing. I am a fairly easy going and relaxed kinda guy about these things, but Ribble seem to be taking the pi55. I am now faced with taking further steps to recover my money as I simply cannot afford to right off the amount, but why should I when they send out sub-standard goods?

This was my first order with Ribble and will likely be my last. I simply don't deal with companies with such bad customer service. Once bitten twice shy as the saying goes.

Has anyone else had difficulties/bad experiences with returning faulty items to Ribble and getting a replacement or a refund in full?
Life is like a roll of toilet paper; long and useful, but always ends at the wrong moment. Anon.
Think how stupid the average person is.......
half of them are even more stupid than you first thought.

Comments

  • redddraggon
    redddraggon Posts: 10,862
    I've had nothing but grief returning stuff to Ribble. When orders have not arrived they are pretty rapid at sending out replacements though.
    I like bikes...

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  • thegreatdivide
    thegreatdivide Posts: 5,803
    I've ordered a hell of a lot of stuff from them and sent quite a bit back, never had a problem. The money doesn't appear back in my account right away but it'll always be there within 5 working days.
  • dilemna
    dilemna Posts: 2,187
    I've ordered a hell of a lot of stuff from them and sent quite a bit back, never had a problem. The money doesn't appear back in my account right away but it'll always be there within 5 working days.

    If you have ordered a lot of stuff from them and much of it has had to go back that would suggest they are pretty crap or was it that you changed your mind ........ The goods I received had to go back because they were faulty and very likely pre-owned from my inspection. I have heard nothing from them in 2 weeks which is poor, very poor.
    Life is like a roll of toilet paper; long and useful, but always ends at the wrong moment. Anon.
    Think how stupid the average person is.......
    half of them are even more stupid than you first thought.
  • navrig
    navrig Posts: 1,352
    I've had a mixed experience. Once I got their attention they were pretty responsive but can be slow until you get a name.

    Ive returned new stuff because it was too small or the wrong component. They normally turn replacements around quickly.

    I've returned a faulty wheel and the process was a bit painful but some of that was my fault. The main issue was once the faulty wheel went into the workshop my contact referred me to them and the workshop never responded. Then the repaired wheel turned up at home unanounced.

    Still use them because they delivery reasonably promptly and are cheap.
  • racingcondor
    racingcondor Posts: 1,434
    I personally have only had good experiences with Ribble but I've heard enough stories about them to suspect that they're not good at responding to messages.

    I wouldn't be surprised to find that the return is being processed perfectly, it's just no-one has thought to tell you...
  • thegreatdivide
    thegreatdivide Posts: 5,803
    dilemna wrote:
    If you have ordered a lot of stuff from them and much of it has had to go back that would suggest they are pretty crap or was it that you changed your mind

    I tend to buy two sizes of a brand if I've never bought their kit before. Try em both and send the one that doesn't fit back.
  • w.jenkins
    w.jenkins Posts: 99
    still waiting three weeks later...
    retured some faulty lusso bib shorts and emailed/rang a number of times but still not reply what so ever, even when promised a ring back in the next hour.. a few days is ok but three weeks!! i mean come on!
  • brin
    brin Posts: 1,122
    Had no problems whatsoever with them, deliveries have been in good time (3 days) stuff i have returned because of wrong size has been replaced within the week, in fact had no problems with any on-line suppliers.
  • ShutUpLegs
    ShutUpLegs Posts: 3,522
    Seems fairly normal for Ribble service :roll:
  • navrig
    navrig Posts: 1,352

    I wouldn't be surprised to find that the return is being processed perfectly, it's just no-one has thought to tell you...

    Spot on.
  • dilemna
    dilemna Posts: 2,187
    Navrig wrote:

    I wouldn't be surprised to find that the return is being processed perfectly, it's just no-one has thought to tell you...

    Spot on.

    Ehhhh?? Neither a replacement rack nor a refund to my credit card nor a single email has been received by me telling me that they have received it back or that they are actually doing anything to resolve the issue despite them receiving it two and a half weeks ago.

    If they think this is good customer service then they won't get the opportunity to employ it again with me.
    Life is like a roll of toilet paper; long and useful, but always ends at the wrong moment. Anon.
    Think how stupid the average person is.......
    half of them are even more stupid than you first thought.
  • giant_man
    giant_man Posts: 6,878
    I don't blame you; for what it's worth dilemna I have ordered from Ribble several times, for the low prices of their stock admittedly, and so far I haven't been disappointed must say.

    Whether you put your experience down to bad luck or something else I don't know but I can see how this would put you off. Hope you get a result in the end mate.
  • Wacky Racer
    Wacky Racer Posts: 638
    Dilemna, off topic, but bugging me. Why do you spell dilemma wrong on your user name?

    Back on topic, I have used Ribble a few times and had great service, but I have never had to return anything. I always judge customer service on when they have to correct a problem, and in your case clearly the service has been abysmal and I would be seething!
    Ridley Orion
  • jarrvo
    jarrvo Posts: 47
    I have also had a poor experience with ribble, searching on goolge there are no end of forum threads here and elsewhere about the lack of service and general rude attitude of the staff.
    I was accused of lying despite repeating pretty much verbatim what i was initially told on the phone!
    Despite numerous emails and phones calls over the last 4 weeks my goods &/or refund have yet to appear, i have raised it with my credit card company as this is the only way i believe a refund will be forthcoming.
    I wouldnt recommend using them for anything, which is a shame as i was thinking of purchasing a Gran Fondo.
    Kuota Kharma 2011