Winstanleys bikes Nightmare

Anonymous
Anonymous Posts: 79,667
edited August 2012 in Road buying advice
I purchased a pair of Castelli Sorpasso Bib Tights for over £100 from Winstanleys bikes, unfortunately after a month some of the stitching started to come away from the pad, I knew that this is not the usually standard of quality for Castelli & thought that it should not be a problem to get these returned & swapped.

This was until I experienced the terrible quality of customer services from Winstanleys bikes.

I returned the Castelli Sorpasso Bib Tights to Winstanleys bikes on "21/01/12" now 3 and a half weeks later "14/02/12" I still don't have them back. :evil:

I have been told that they were sent back to their Castelli suppliers who I believe is Saddleback LTD Bristol - http://www.saddleback.co.uk but I still do not have a replacement or a refund. I have since spoken to Saddleback who confirmed that the swap out should only take a couple of weeks if that but should just be a straight swap out.

I now have x6 logged phone calls in the past two days & sent well over 5 emails to http://www.winstanleysbikes.co.uk but I know I have made more, each time I have never really been given a straight answer of what is going on with my Castelli Sorpasso Bib Tights & each time I have asked to speak the manager who I have learnt is called Theresa but have been told every time that she is not around and is unable to call me back.

I am yet again waiting for a call back for another update, I have been promised that I would be called back that many times & it never happens & told that many different stories it will be interesting to see what happens next but not holding back.

I will drop an update on here if I get anything back from them.


These are the main 6 logged emails where I have asked for an update on my Castelli Sorpasso Bib Tight return:

Email 01:
We have received your bib shorts today and these have been sent to the suppliers for inspection. As soon as we have an update from the suppliers we will contact you.

If you require further assistance in the meantime please do not hesitate to contact us as we will be more than happy to help.

Kind Regards,

Christian
Customer Services
Winstanleys Bikes


Email 02:
Hi Simon,

Thanks for your email, once the suppliers have received your bib tight and have inspected them we will have more idea of how long this will take. With regards to warranty items, we do understand how important it is to rectify any issues and will look into the fastest turn around time as possible.

Kind regards,
Lydia
Winstanleys Bikes


Email 03:
Hi Simon,

Thanks for your email. With regards to your query, we have not received any update from our suppliers yet regarding the inspection of these bib tights, however we will will chase these up immediately and as soon as we have an update we will be back in contact with you right away to inform you of the progress.

We sincerely apologise for the delay in this matter and we always aim to turn around any warranty claims as quickly as possible.

If you have any further questions please do not hesitate to give us a call on 01942 707646 or send us an email and we will be happy to help.

Many Thanks

Dean

Winstanleys Bikes


Email 04:
Hi Simon,

Thank you for your email.
We have emailed our returns and warranty department, to see if they have arrived with us yet. The supplier sent them on Friday 3/2/12, so as soon as they are back with us, we will get them sent out to you.
Look out for the email, confirming the dispatch.

If you require any further assistance, please do not hesitate to contact us on 01942 707646 or by email, we will be more than happy to help.

Many Thanks

Michelle
Winstanleys Bikes


Email 05:
Simon,

Thanks for your email. We have had word from our suppliers that a pair of replacement bib tights have been sent to us, and as soon as these arrive back into stock we will dispatch these to you immediately.

If you have any further questions please do not hesitate to give us a call on 01942 707646 or send us an email and we will be happy to help.

Many Thanks

Dean

Winstanleys Bikes

Latest Update:
Phone Call - 13/02/12:

Promised that a replacement was being shipped that day & that a shipment reference tracking number would be emailed to me once the shipment was picked up in the afternoon.

Phone Calls - 14/02/12:
Call 01 - No sign of tracking number as promised, I asked for a update and was told they would check and call me back - No call received back.
Call 02 - Was told that no item has been shipped due to increase in price of the product and will call me back - Waiting for call.

Comments

  • Anonymous
    Anonymous Posts: 79,667
    Email 14/02/12

    Hi Simon,

    Thanks for the email.

    Your replacement bib tights have arrived my colleagues in our customer services dept exchanged the this morning.
    The delay was due to the description on the product sent to us, we wanted to ensure it was the correct item, the manufacters had altered the information.
    Once this order is dispatched delivery to you will be 1/3 working days later.


    Theresa
    Returns Manager
    Winstanleys Bikes
  • Anonymous
    Anonymous Posts: 79,667
    I finally received my replacement Castelli Sorpasso Bib Tights today :lol: , dead on 4 weeks later since first contacting Winstanleys Bikes. & way too many phone conversations and emails.

    No apology or explanation of why it took so long, I think I will be shopping from the top guys, wiggle, chain reaction, Ribble & Pro Bike Kit in the future!

    By the way the Castelli Sorpasso Bib Tights are worth it I love them!
  • I finally received my replacement Castelli Sorpasso Bib Tights today :lol: , dead on 4 weeks later since first contacting Winstanleys Bikes. & way too many phone conversations and emails.

    No apology or explanation of why it took so long, I think I will be shopping from the top guys, wiggle, chain reaction, Ribble & Pro Bike Kit in the future!

    By the way the Castelli Sorpasso Bib Tights are worth it I love them!

    Either that or buy needle and thread and save yourself time and hassle...
    left the forum March 2023
  • hardly think its a "nightmare".....
  • graham_g
    graham_g Posts: 652
    Maybe not 'nightmare' but it's certainly crap service in the crappest of circumstances. When something goes wrong like that, you discover what the retailer is REALLY like for service. Nice job leaving a customer without his winter tights through the coldest period of the year... not important at all. no.. fuuuuuuck iiiiiiit. pass the bong, dude.
  • Anonymous
    Anonymous Posts: 79,667
    Yeah maybe not a nightmare but I didnt really want to waste hours of my life & wait 4 weeks chasing them!

    The stitching was on the inside of the pad I would of re-stitched the whole pad to get to the inside.

    Yeah its almost too warm for them now!

    How ever they are great bib tights and I would highly recomend, I think the stitch problem was just a one off as I have teh same pad in other shorts and they have lasted ages & 100s+ of washes.
  • staffo
    staffo Posts: 82
    No apology or explanation of why it took so long, I think I will be shopping from the top guys, wiggle, chain reaction, Ribble & Pro Bike Kit in the future!

    I had a similar problem with a pair of Assos shorts from Ribble a couple of years back and had to wait around a month before their suppliers would admit they were faulty.

    I've used all the main internet suppliers and I'd say Winstanleys are as good as the 'top guys' you mention and better than most.
  • mroli
    mroli Posts: 3,622
    I returned a few pairs of Altura undershorts to Ribble and they had to send them back to the supplier before doing anything about it. Not unusual in my experience...
  • LeeBlas wrote:
    hardly think its a "nightmare".....
    It sounds like a nightmare. The shop should have shipped a replacement out immedietely and sorted it out with the suppliers themselves. It's hardly surprising the OP is peeved off with the service; it should never have taken maximum of over 2 weeks!
  • danowat
    danowat Posts: 2,877
    Winstanleys seem fine, untill something goes wrong, their customer service is (in my experiance) pretty poor.
  • klokkie
    klokkie Posts: 1
    Well,
    It seems I have fallen for the cheaper trap with winstaley bikes aswell. I how ever bought a 1000GBP bike, which has developed a frame fault. I reported the issue about 3 weeks ago, and like the riginal poster I got the message that they were contacting the vendor.
    Vendor smendor! They are, in the UK, legally obliged to provide the guarantee regerdless of the vendors verdict.
    I'll try and keep you posted about the winstanley bikes horror shop.
    The more people know about them the better it is.
  • Crankbrother
    Crankbrother Posts: 1,695
    What a load of tosh ... If you had boughtbfrom a shop it would have been a couple of weeks until you got the replacement (via the supplier) so 4 weeks isn't taking the p!ss at all ...

    Same with your bike, of course it has to go back to the vendor to check for a fault/defect ... If you owned a shop would you just hand out another bike because someone said it was faulty or would you check that it is a genuine complaint that may affect the rest of your stock and at the same time not letting some numpty who damaged their bike take your shop for a ride (not saying you are but some people would) ...
  • mallorcajeff
    mallorcajeff Posts: 1,489
    i waited 6 weeks for a spoke to come for some mavic cosmics direct from mavic a few months back. I thought that was a nightmare but do what most people do have two pairs and a spare of everything.
  • Old topic I know, but thought it would be the most appropriate place to have a moan about Winstanleys.

    Ordered some new Sidi shoes last Sunday (29th July) that were listed as "in stock" and "despatched within 24 hours" on the website. Didn't get an e-mail confirmation of order but called them on Monday to check it had been received. Was told yes and would be despatched shortly. Nothing received by Thursday so called again only to be told they didn't have them and couldn't get them. They couldn't explain why they had been listed as in stock, nor why nobody had contacted me. I cancelled my order and bought the same shoes through Royles and they were received the next day.

    Won't bother with Winstanleys in future.