My Ribble Cycles Experience
ellesar
Posts: 8
Okay, now I'm not usually one to post on websites, but feel my experience may be of use to anyone thinking of buying from Ribble Cycles. I ordered an R872 in October and was told it would be a 20 day wait for the build, so in the meantime I amused myself by looking at reviews and posts by others about Ribble Cycles, who frankly were an unknown quantity to me. I simply wondered who it was I was about to give alot of my hard earned cash to.
Complaint after complaint about the customer service (or lack thereof) was what I found. Tales of massive delays and poor communication, horror stories of people waiting ages for their bikes. This wasn't what I wanted to hear and I really started to worry.
The promised day of the build came and went without contact, so I emailed them. No response. Rather disgruntled I eventually phoned the shop and was told that the bike was due to be built the week after the promised week - not ideal considering what I had spent but I could live with that. Imagine my horror when I received an email stating that they had run out of the frame size I had ordered and no new frames were due in till December!!
During the next few emails that fired back and forth Ribble asked for my height and inside leg again, and eventually I was told that the frame they had initially told me was the right size was in fact too small and I really needed the next one up. I agreed and the bike was built for me this week, I have just picked it up. They were right, the size is bang on.
So, what can potential buyers learn from this? Well, the customer service isn't the best, nor is the logistics, but I have to say this: The bike is awesome!!! Truly, I would not be able to get a bike like this from anywhere else at this price. My experience taught me that Ribble get some things wrong, but ultimately what they get right is worth every bit of stress along the way as their bikes are staggeringly good for the price, well built and good value. It has to be realised that this price comes at a cost, that there aren't enough staff to be wonderfully organised and answer every message and phone call, ultimately this arrangement doesn't suit everyone so if you want a bike delivered in a week with an adviser always available on the phone, go somewhere else, just expect to pay for the privilege. If you're prepared to wait for your machine and not need it in a rush, then you can't fail if you buy from Ribble. They make take a while, but you'll be smiling once they do get round to sorting your bike for you.....
Complaint after complaint about the customer service (or lack thereof) was what I found. Tales of massive delays and poor communication, horror stories of people waiting ages for their bikes. This wasn't what I wanted to hear and I really started to worry.
The promised day of the build came and went without contact, so I emailed them. No response. Rather disgruntled I eventually phoned the shop and was told that the bike was due to be built the week after the promised week - not ideal considering what I had spent but I could live with that. Imagine my horror when I received an email stating that they had run out of the frame size I had ordered and no new frames were due in till December!!
During the next few emails that fired back and forth Ribble asked for my height and inside leg again, and eventually I was told that the frame they had initially told me was the right size was in fact too small and I really needed the next one up. I agreed and the bike was built for me this week, I have just picked it up. They were right, the size is bang on.
So, what can potential buyers learn from this? Well, the customer service isn't the best, nor is the logistics, but I have to say this: The bike is awesome!!! Truly, I would not be able to get a bike like this from anywhere else at this price. My experience taught me that Ribble get some things wrong, but ultimately what they get right is worth every bit of stress along the way as their bikes are staggeringly good for the price, well built and good value. It has to be realised that this price comes at a cost, that there aren't enough staff to be wonderfully organised and answer every message and phone call, ultimately this arrangement doesn't suit everyone so if you want a bike delivered in a week with an adviser always available on the phone, go somewhere else, just expect to pay for the privilege. If you're prepared to wait for your machine and not need it in a rush, then you can't fail if you buy from Ribble. They make take a while, but you'll be smiling once they do get round to sorting your bike for you.....
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Comments
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If you only added a picture...0
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Never bought a bike off Ribble, only parts and clothing and haven't had a problem.
Their dispatch is a bit slower than some websites, but I knew that before I ordered.0 -
Most excellent. I can almost see your bike, long live Ribble. :shock:0
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One thing does stand out for me in your version of events. It seems that if your bike had been built on the day they stated originally then your frame would have been on the small side as they asked a second time for your measurements and then decided that you needed the next size up from the size they originally quoted. Not really a good advertisement is it.
Just for the record i,ve used Ribble for thirty years on and off and even though i,ve lived in the Netherlands for the last 20 years i,ve never had a problem with any orders.
Ademortademort
Chinarello, record and Mavic Cosmic Sl
Gazelle Vuelta , veloce
Giant Defy 4
Mirage Columbus SL
Batavus Ventura0 -
ademort, no probably not the best advert, but ultimately the difference between the two frame sizes was little over one centimetre on the top tube, a difference that can easily be rectified myself by altering stem length, saddle height/position etc. Fact is according to my height I'm at the upper end of one size and the lower end of the other, so the deliberation over the frame size wasn't just from their end, I though long and hard about it as well before the lack of my chosen frame size became an issue. I have long legs for my height!! Nor am I trying to advertise them, I have never used their mail order service, indeed I have never purchased anything from them before due to negative press putting me off, so I just thought I'd add my own experience which ultimately was a positive one. I live in the Preston area, and although you often hear moans about the lack of communication, lengthy waits or non-existent customer service, I have yet to hear an unhappy Ribble bike owner once they have taken ownership and ridden their steed (cue any unhappy Ribble bike owners).
PS - I will put a picture on, unfortunately the one I have taken is too big, when I've worked out how to re-size I will post it on here. Any ideas how to re-size?0 -
I ordered my Gran Fondo from Ribble last summer. There was a 6 week build time (3 weeks more than quoted) but they were pretty good about keeping in contact. The bike is awesome. I think one just hasto adjust one's expectations accordingly with Ribble - you're getting the fantastic bike, not the service, at a great price. Glad your bike worked out in the end!0
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You might as well build the bike yourself with that attitude. Ribble mess people about. I don't care how cheap they are!!0
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Awesome0
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Bustacapp, what aspect of my attitude are you referring to?
I could not order the parts separately at the price I paid for a completely built bike so my logic is impeccable on that score. Plus I do not have the time, when I'm not working I'm out riding one of my bikes, morning, noon and night. What I have tried to say is that there are certain aspects of Ribble's service which leaves something to be desired, namely aspects that require paying employees. If this cost was not passed on to the consumer then I could fully understand the gripes, but it is. They are cheaper than practically every other online store because of this. Cause and effect. Ultimately what I'm trying to say is this: if you want razor sharp delivery and a customer service that plays Greensleeves while you wait then go to another, more expensive shop. If you want cheap stuff and can accept a potentially dysfunctional system along the way at times, shop at Ribble. Just understand where they cut the corners to save you money. And if you get a bike from them, it may be late, they may go a few days or a week without answering you, they may make errors in their accounting of stock, but eventually you will receive a bike that has been well built, looks great and rides brilliantly. And all for half the price it would cost you to buy the same bike with an Italian name on it...................I0 -
It's all about expectations. I know if I order stuff it might it might not get dispatched for a day or two, but it's often far cheaper than the likes of wiggle etc.0
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ellesar wrote:Bustacapp, what aspect of my attitude are you referring to?
Don't worry about poor Bustacapp. He was traumatised by a Ribble shopping experience and has never been the same since. The charming, eloquent forum treasure we once knew has been replaced by a sad, bitter and twisted shattered shell of a man. We all miss the old Bustacapp terribly........ Ribble have much to answer for.Faster than a tent.......0 -
^^^^^^
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ellesar wrote:Bustacapp, what aspect of my attitude are you referring to?
I could not order the parts separately at the price I paid for a completely built bike so my logic is impeccable on that score. Plus I do not have the time, when I'm not working I'm out riding one of my bikes, morning, noon and night. What I have tried to say is that there are certain aspects of Ribble's service which leaves something to be desired, namely aspects that require paying employees. If this cost was not passed on to the consumer then I could fully understand the gripes, but it is. They are cheaper than practically every other online store because of this. Cause and effect. Ultimately what I'm trying to say is this: if you want razor sharp delivery and a customer service that plays Greensleeves while you wait then go to another, more expensive shop. If you want cheap stuff and can accept a potentially dysfunctional system along the way at times, shop at Ribble. Just understand where they cut the corners to save you money. And if you get a bike from them, it may be late, they may go a few days or a week without answering you, they may make errors in their accounting of stock, but eventually you will receive a bike that has been well built, looks great and rides brilliantly. And all for half the price it would cost you to buy the same bike with an Italian name on it...................I
If Ribble were to put a warning on their website that said something like "please expect poor service and delivery times" then I might agree with you. But they don't. So I don't.
I could have shopped at a proper online retailer instead and got proper service had I known the level of ineptitude at Ribble. How many people do they employ? 1?0 -
ellesar wrote:Bustacapp, what aspect of my attitude are you referring to?
Cup of coffee, packet of chocolate hob nobs and take half an hour to read this:
viewtopic.php?f=40042&t=12878139
When finished just pick up the metaphoric dummies which will be lying alongside the empy biscuit packet and put in the bin.
Feel free to laugh out loud and find something scathing to post back. Bustacrapp wants it to go to 15 pages. He's in direct competition with TheBigbee.0 -
I recently took delivery of my Ribble Sportive 7046, had it around a month now & been stopped twice & asked about it. Love the bike & wouldnt change it for the world. Mine was also 2 weeks behind delivery but in fairness to them they kept me updated with phonecalls/E-mail.
I was tld due to there recent adverts in cycle magazines & success of TdF & Olympics orders had gone crazy.0 -
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Bloody hell, just read the thread. I have to laugh, my post has probably thrown you back into an incandescent rage Bustacapp. Look pal, it seems that Ribble have really got under your skin, and although I can understand your frustration at a delay for something you really wanted (what was it by the way?) you must also understand the comments of others and a statement on Ribble's website, namely that the company keeps its overheads low (not as many employees or massive logistical empire) to pass the savings on to the customer (cheap gear, I got an absolutely quality bike for a great price). So really your delay may have directly saved me money on my bike. I can't thank you enough, Bustacapp. Inadvertently you may end up increasing Ribble's sales by negative reinforcement.0
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For Dick Dastardly and that darn Pigeon, read Bustacapp and Ribble! 0
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ellesar wrote:
Back on topic, I bought a Stealth from Ribble and didnt have any problems with them, on time build and delivery with enough comunication.0 -
They are very nice bikes indeed. Well worth the wait.
Liking the picture... I'm more a satchel person though!0 -
I have recently purchased and now collected and ridden my Ribble Sportive Racing. I am fortunate enough to live not far from there premises, so i was able to go directly to the store, from my very first visit i found the staff friendly and helpful, they talk to you, they will spend as much time as it takes, advising you on the actual building of the bike, there original forcast of a completion date was 3 weeks, it turned out to be 4, i did receive emails from them explaining the reason for the delay. As for the bike, no complaints whatsoever absolutely made up with it, its comfortable, smooth, and accelerates when you want it to, so, all in all good people to deal with. coppull310
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I got my first 'real' roadie from Ribble. I ordered it 2 weeks before Christmas and was told the build date would be the first week of the new year. I picked it up on December 28th! I had a couple of email back and forth's with them about a couple of changes I wanted to make after doing a bit of extra reading post order and they were very helpful. I then decided I wanted to order some pedals too (2 days before eventual collection) and asked if they could stick them on the bike for me. Turned up and pedals were on the bike as asked. I've since had loads of bits and pieces of kit from them and they are very competitively priced and always seem to arrive in good time.
I've read all the horror stories online about them but I can only say they have been fantastic for me in the 7-8 orders (including full bike build) I've had.0 -
Ribble bikes are AMAZING value, their service not so much.the deeper the section the deeper the pleasure.0
