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Ribble Cycles....avoid!

spadeyspadey Posts: 54
edited September 2012 in Road buying advice
I am having an awful experience with Ribble Cycles at the moment and just thought I'd warn a few people.

Sales = no problem, although items do take a bit longer than Wiggle to be despatched the prices are usually good.

However, returns is where their weakness is. The returns dept has no phone line (believeable?) and they seem to be the most inefficient and incompetent team ever!

I returned an item on 15th August (that was incorrectly sent to me as the message to refund rather than exchange was passed on by the sales team but clearly not read by the returns team). On 23rd August I received a refund for the postage through paypal. On 28th August still no main refund so phoned them up and they advised me to email returns. Got a reply three days later that said they had not received the item back! Emailed back to say they must have as they have refunded the postage and then no reply.

Emailed again a few days ago and still no reply. They don't seem to be answerring phone at all now (due to buidling work?) so I am totally stuck.

Won't be shopping there again...


  • ddraverddraver Posts: 26,248
    We're in danger of confusing passion with incompetence
    - @ddraver
  • rafletcherrafletcher Posts: 1,235
    Did you send the returned item with insurance and recorded delivery? If not that was a bit daft. :(

    Ribble are a very busy operation, and your problem occurred right in the school holidays when they'll have been short staffed. That will have made their not terribly good customer cservice even worse sadly. But you pays your money etc. etc. A quick google would have told you that they're not great at returns, pay more at Wiggle and generally get better service.
  • JRookeJRooke Posts: 243
    their returns service has already been pointed out by a lot here that they just don't give a shiney $hite, big reason i don't use them any more, think after sales is the most attractive part of places like wiggle and merlins
  • From what I've read Ribble are variable in how good they are at responding to difficulties (returns, emails, anything that isn't online selling).

    Personally I've never had a problem with them. Very competative prices and very quick delivery (as can be said for PBK). Wiggle and CRC tend to be slightly more expensive but I have returned items to Wiggle and they were very efficient and kept in touch more than I expected.
  • shane rshane r Posts: 326
    The parent company of Ribble is Cycle Sport North. The owner is James Dove. You might get him on 01772 *****/*** as this is the finance office. The man who'll answer the phone there is Jeff Hurst who is the only person that can put you in touch with the owner.

    The office also has this fax number, if you're desperate you could try a fax! 01772 ******/***
    Coupla Road Bikes
  • cougiecougie Posts: 22,512
    Blimey - its not a month yet.

    Ribble are cheap - but to keep things cheap they wont have an army of assistants working on returns etc.

    If you want the premier service - you need to pay for it - so LBS really.

    (personally I'm happy to take the chance with ribble)
  • shane rshane r Posts: 326
    But, it's only a bargain if you're getting the SAME product and service as someone who is offering it more expensively.

    Otherwise it's a ripoff.

    Unless of course they advertise up front that 'we keep our prices low by offering shitee service'! Then the buyer can make an informed choice.
    Coupla Road Bikes
  • Coach HCoach H Posts: 1,092
    I have to say that while there are plenty of bad stories I have only returned one item out of many bought (cheaper than everyone else) and had a far better return service than I could reasonably expect. They are not always bad.

    However if you are not sure if you may want to return and want to do it without hassle, just use Wiggle and pay their price.

    Now come on, you joined in 2008 so you kew about Ribbles inconsistent customer service when you ordered didn't you? If you did, you have the right to be fed up but not to complain on here me thinks.
    Coach H. (Dont ask me for training advice - 'It's not about the bike')
  • e999same999sam Posts: 426
    Used them lots only had to return one item with no concerns.
  • I sent a pair of shoes back they said they never received them. Taught me a lesson always get it signed for, luckily got proof of postage and post office refunded me £46.
  • God I really love Price Matching!! With Cheshire Oaks Cycles and Cycle Surgery both local to me - i can get most stuff. Evans, Wiggle and Winstanley Cycles also get lots of my business!!

    I lost patience with Ribble when they couldnt (or wouldnt) change an online order even before it was packed and sent!! I had to wait for delivery and return it by refusing to accept the parcel - then wait over a week for a refund simply to get a different coloured helmet when i ordered the wrong one!!
  • ChrisSAChrisSA Posts: 455
    I have returned one purchase to Ribble, and it took an age, but it was expected. That's why you buy the cheap stuff from them.
  • Be honest now...

    Would you put a post like this up if it was an order with Wiggle or Evans ("Evans Cycles... Avoid."), who may well be better on the whole, but are not infallible?

    I think the truth is no, and that you are one of many members on this forum who just cant wait to have a dig at Ribble.
  • shane rshane r Posts: 326
    I had a similarly rotten experience with Tweeks, and posted right away on here. It's deffo right to name and shame when you've had bad service. Of course the same effort should be made to recommend good service!

    I don't think anyone should stop reporting bad service simply because 'we all know they're censored '
    Coupla Road Bikes
  • hammeritehammerite Posts: 3,408
    Bought loads of things from Ribble, including a TT bike. Never a problem.

    Took advantage of the Giordana bib shorts offer last month. They sent the wrong colour and they didn't fit. They got delivered while I was on holiday over their 7 day return period. Dropped them an e-mail explaining the problem, reply was "no problem send them back with a copy of this e-mail and we'll sort it".

    A week later the money has been refunded and is back in my account. No issues. Apart from them not being the quickest I've never had a problem with Ribble.
  • Hi all
    just ordered my new sportive bianco bike from them
    i have had emails from them saying the groupset isnt available
    so they are going to do the next one up for just 20 quid extra
    so far they have been good with me
    although i have tried phoning and get the no answer due to building work thing
    alan gray seems to keep in contact with me
    still waiting for a delivery date though!
  • flasherflasher Posts: 1,734
    Never had a problem with them, but I always make sure whatever I buy size, colour etc. is exactly what I want so don't have to get involved with returns, if you're unsure buy from Wiggle, CRC, you may pay a bit more but there returns service is excellent IME.
  • Never had a problem with Ribble (yet). Evan's on the other hand I will never use again :evil:

    Just one of those things - sometimes you get lucky, sometimes you don't
    Carlsberg don't make cycle clothing, but if they did it would probably still not be as good as Assos
  • I did say they were ok!
    but seriously no phones !
    email you late and dont answer the question you ask !
    i am chasing them for information on my order
    on the verge of canceling my order now
    great bike and price but service is poor
    feel really let down
    £ 1000 for a bike is a serious investment for me
    but i am losing confidence in them which is a shame
    as i dont know what else to buy
  • I have to say I always hold my breath when I order from them, I reckon I've had a problem with at least every 3rd thing I've ordered or returned to them. They are cheap but thats no reason to treat customers poorly, Planet X for instance don't behave like Ribble.
    Gabba Gabba Hey
  • with regret just cancelled my sportive bianco
    lost confidence in them and their service
    real shame
  • stuartb74 wrote:
    with regret just cancelled my sportive bianco
    lost confidence in them and their service
    real shame

    It is a shame. The products they provide seem to be great quality and value for money but that counts for nothing if their customer service is censored .
    Cube Agree GTC Pro
    Boardman Comp
    Carrera Subway Hybrid
  • I have to say I've had a very positive (recent) purchasing experience with Ribble. I've just bought a Gran Fondo Special Edition, with Khamsin wheels and Campag Centaur gruppo. I originally went through Bikebuilder and specced a similar bike up, but phoned them up to see if I could change something and the gent I spoke to (James I think), asked if I'd been spoken to about the build as virtually the same bike could be had at a lesser price as a SE. I phoned them back once to check on whether he'd managed to organise the SE, spoke to another bod who confirmed he'd done it and got an email later that same day.

    A week later they'd sent the bike out and I received it two days later. The only minor flaw was the delivery guy brought the box from the van upside down - but no damage and I don't think I can blame Ribble for that.

    So, that's a thumbs up from me :D . Sorry to hear of others' probs :(
  • dave62dave62 Posts: 1
    My experience was also very positive.

    Started off ordering an Evo on the Cycle towork scheme then went up and had a chat with them in the show room. In the end I changed the order to racing sportive. I was able to try one for size and filled in the order on the internet in the show room and cancelled the other one.

    Only two problems. Saddle was awful so I ebayed a toupe and gave the other to an unsuspecting mate. The front tyre developed a bulge so I gave Ribble a call and they put a new tyre and tube in the post, no question.

    That's the test really. When a company have this much volume they are going to get it wrong sometimes and how they deal with it is the most important and I feel I was treated very well.
  • We love a good whinge, don't we? It's the modern culture disease where everyone thinks the world owes them everything and as soon as someone drops a ball they scream to the sky that it's a complete disaster. And if there's a bandwagon to jump onto (ie Ribble-bashing) then all the better!

    You all want the cheapest prices but also the fullest back up, phones answered immediately, returns processed quicker than anyone etc etc.

    I've had great service from Ribble, good email communication and a reasonable delay in getting a credit after an item return.

    Like someone said, I accept that you don't get owt for nowt, so I accept that they are probably on less staff than other retailers so a product return may take longer than some. What I get in return are prices that often no other retailer can get close to.

    I fully intend to order a new bike from them soon.
  • estampidaestampida Posts: 1,008
    I am not even a roadie

    but i have heard that they are a poor retailer

    what does that say about them
  • itboffinitboffin Posts: 20,050
    I dont think that's fair sure their comms could do with some improvement but then there are very few that couldnt, those that offer the exceptional 200% customer service have raised the bar and thanks that they have, eventually others will have to meet that new benchmark or fail.

    I hope they listen to forums like this and succeed.
    Rule #5 // Harden The censored Up.
    Rule #9 // If you are out riding in bad weather, it means you are a badass. Period.
    Rule #12 // The correct number of bikes to own is n+1.
    Rule #42 // A bike race shall never be preceded with a swim and/or followed by a run.
  • on-yer-bikeon-yer-bike Posts: 2,974
    The Ribble web site is nearly always very slow to load pages. My buying experience has been fine.
  • estampida wrote:
    I am not even a roadie

    but i have heard that they are a poor retailer

    what does that say about them
    that you read roadie forums? :wink:
    If suffer we must, let's suffer on the heights. (Victor Hugo).
  • nickwillnickwill Posts: 2,735
    Never had a problem with them!
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