Difference between Rutland Cycling & a good online supplier

chipperleenie
chipperleenie Posts: 217
edited April 2012 in Road buying advice
1. A good online supplier's website tells you if an item is in stock. Rutland do not.
2. When you place an order with a good online supplier - they email you when it will arrive or when they expect stock if it is out of stock. Rutland do not.
3. If a good online supplier cannot get any stock for any reason, they email you cancelling your order and either offer you an alternative at the same price or they give you a voucher for goodwill. Rutland do not.
4. When you email a good online supplier they treat you with respect and will give you their name on the email. Rutland do not.

Twice this year I have ordered parts from Rutland and then they have not got any stock. The latest one they had not contacted me 3 weeks after the order, then when I aksed what was happeneing they said "On checking we are now sold out of these items and so unable to supply. We have therefore cancelled and refunded you today."
This item was for an order that they had in the Sale so you would have thought they had some!

Service in the shop I have had has been good but they always say in the shop that the online business is totally different. It certainly is different in terms of customer service - they do not have any! I will stick to LBS and the online retailers who do what they say, like Wiggle and CRC from now!

Comments

  • styxd
    styxd Posts: 3,234
    Placed an order with them once, a few years ago. Had the same problem i.e. got an email a few days afterwards telling me they were out of stock.

    Never bothered with them since.
  • jordan_217
    jordan_217 Posts: 2,580
    Would never touch the online or shop front outlets again. Despite spending thousands of pounds with them over the last few years they dropped an absolute bomb with me. They lost themselves a good customer.
    “Training is like fighting with a gorilla. You don’t stop when you’re tired. You stop when the gorilla is tired.”
  • pitchshifter
    pitchshifter Posts: 1,476
    I use Rutland a lot!

    To price match at evans 8)
  • I stopped using Rutland after about 4 orders that they couldn't deliver.
  • rubertoe
    rubertoe Posts: 3,994
    I blame wiggle
    "If you always do what you've always done, you'll always get what you've always got."

    PX Kaffenback 2 = Work Horse
    B-Twin Alur 700 = Sundays and Hills
  • max1234
    max1234 Posts: 71
    I ordered Fulcrum Red Wind wheels from them last week. There were a lot cheaper than wiggle (700 v's 854) and whilst i did have to chase a little to ensure I got the delivery by the weekend, they were extremly helpful and polite. My e-mails were answered quickly (within half an hour) and they upgraded the delivery to Saturday as the order was delayed slightly.

    This was my first order with them, and I was impressed enough to use them again.
  • juankerr
    juankerr Posts: 1,099
    Yeah, I ordered a helmet off them last year and heard nothing from them. After waiting two weeks I rang them up to see when it was arriving and guess what they had no stock and wouldn't be getting any more.
  • thegodplato
    thegodplato Posts: 319
    I got my daughters MTB from them without a hitch. Maybe its what you order when you order it. They always quickly came back to me with answers.
    2012 Bianchi Via Nirone Xenon

    960 miles in 8 days starting 6th April 2013
    www.justgiving.com/teams/cyclemadness

    cyclemadness.blogspot.co.uk
  • verylonglegs
    verylonglegs Posts: 4,023
    max1234 wrote:
    I ordered Fulcrum Red Wind wheels from them last week. There were a lot cheaper than wiggle (700 v's 854) and whilst i did have to chase a little to ensure I got the delivery by the weekend, they were extremly helpful and polite. My e-mails were answered quickly (within half an hour) and they upgraded the delivery to Saturday as the order was delayed slightly.

    This was my first order with them, and I was impressed enough to use them again.

    I wouldn't bother using anyone again when I had to chase something like that, there are plenty of retailers that fulfil orders without such a need.
  • antlaff
    antlaff Posts: 583
    jordan_217 wrote:
    Would never touch the online or shop front outlets again. Despite spending thousands of pounds with them over the last few years they dropped an absolute bomb with me. They lost themselves a good customer.


    You know you are going to have to elaborate !!
  • ShutUpLegs
    ShutUpLegs Posts: 3,522
    antlaff wrote:
    jordan_217 wrote:
    Would never touch the online or shop front outlets again. Despite spending thousands of pounds with them over the last few years they dropped an absolute bomb with me. They lost themselves a good customer.


    You know you are going to have to elaborate !!

    No Haribo
  • Bozman
    Bozman Posts: 2,518
    I had the same issues with Tweeks and i got attitude on the phone, then again i've used Rutland a couple of times and i didn't have a problem, swings and roundabouts.
  • jordan_217
    jordan_217 Posts: 2,580
    ShutUpLegs wrote:
    antlaff wrote:
    jordan_217 wrote:
    Would never touch the online or shop front outlets again. Despite spending thousands of pounds with them over the last few years they dropped an absolute bomb with me. They lost themselves a good customer.


    You know you are going to have to elaborate !!

    No Haribo

    I wish. No, I decided to buy my Son his first proper bike (14 wheels", stabilisers, etc) from Rutland, as a surprise birthday present. So we went to the Whitwell store one day and said he (my Son) can play on the bikes if he'd like. After 'playing' on the bikes we ascertained the right size and that the 'blue one' was his favorite. Off we went downstairs and done the same exercise with helmets. Then off we went for a walk. I popped back in to the store paid for the bike and helmet and arranged for the bike to be sent to the Grafham store so I can collect the day before his birthday, as it's closer to home.

    Arrived on the day as planned, the bike gets wheeled out and straight away notice a a flat front tyre. Asked if it had been checked etc and was told the bike had been fully 'DI'd' and someones forgot to pump up the tyre. I was in a rush so said not to worry I'll sort it at home. Leaving the store being assured that the bike was fine and it was just an oversight. Tried pumping the tyre up when I got home, nothing. Looked like a dodgy valve. I remove the tyre and wheel and inspected the tube, the valve wasn't even bonded to the tube, there was a 10-15mm opening in the tube. Ok, now obvious someone from Rutland tried to pump the tyre up, couldn't and just left it. I then got a bit suspicious and decided to give the bike a once over:

    1. One of the stabilisers wasn't tightened. I put a bit of weight on the saddle and off it popped.
    2. The seat collar wasn't tightened adequately and the paint had all been scratched off where someone had attempted to 'tighten' it.
    3. Same with the handlebar clamp, not tightened enough. I pushed the bars forward without much effort.

    So you can imagine what would of happened to my Son on his big day after he went down the first kerb, as kids do. I was absolutely livid. Phoned the store and spoke to a muppet who tried to convince me that it wasn't the case as all bikes are supplied fully inspected and having 'been through the work shop' . Basically I was a liar. Told him on no uncertain times what I thought of him and that I will never buy from them again. If it wasn't for the fact it was late in the day and I didn't want to let my Son down (I know it was a surprise, but...) I would of returned the bike.

    Managed to get a new tube and sort the bike myself. He loves it :D

    That's why I wont use them. Bet you wish you never asked.
    “Training is like fighting with a gorilla. You don’t stop when you’re tired. You stop when the gorilla is tired.”
  • yeachan153
    yeachan153 Posts: 401
    Ordered 2 marathon Kevlarguard tyres. Greenguard marathons arrived, and the rear developed a sidewall bulge the next day.

    Promptly refunded, but no refund for the £2.79 postage. Not going to make a hassle over that but a bit annoyed for having paid delivery for a faulty good.
  • careful
    careful Posts: 720
    Placed an order with them once, a few years ago. Had the same problem i.e. got an email a few days afterwards telling me they were out of stock
    I had a similar experience, ordered a jacket at a great discount. A few days layer I got an e-mail that it was out of stock but a similar one was available at almost twice the price. The discounted one was still shown on the webbsite. Will never use them again.
  • shane r
    shane r Posts: 326
    I needed some Ultremos for a sportive. Ordered them online, they were showing some of the colours as out of stock but I just wanted plain black (black and red bike)-which were in stock. Tyres arrive on Friday- and they're yellow! I know this may sound vain but they weren't what I ordered and looked rediculous. Phoned them and they were sort of apologetic. Understood that I had no choice but to use them and said they would 'make it right' (i assumed partial refund or money off next order) if I called back on Monday. Monday came and they didn't want to know. Didn't care.

    A year on and I see something I want on there website showing as in stock, email to check and sure enough, none in stock.

    Sort it out Rutland Cycles.
    Coupla Road Bikes
  • giant_man
    giant_man Posts: 6,878
    I've been to all the stores at least once, and the customer service does vary.

    My girlfriend bought a MTB from the Whitwell store a couple of years ago, and they were supposed to contact us after 6 months for a first 'service'. did they? Did they heck? If they can't do it or, in this case, can't be bothered, then they shouldn't offer it imo. Not that the bike needed it after six months, probably offering a bit of lube and cable check.

    It's the little things, you ring up and they've got nothing in stock, everything is on their web site but doesn't seem to be in stock, so you have to order it. Other retailers are better and when they have something in stock on their web site, they have. Imo glorified box shifters, which is a shame cos they could be so much better. They've got a nice set up with three stores including a Giant concept store, just wish they were better.