Thread on which to commend great service - Rapha Content

btiratsoo

Hello all

Went to the Rapha Cycle Club in London today for lunch and a bit of shopping. Firstly, they were more than accommodating when I told them about my allergy to gluten and offered to make something up especially for lunch. I settled on the soup of the day which was delicious.

Bought a new jersey and shorts and when paying, they told me that their prices had recently gone up but were happy to do the shorts at the original price. I was amazed and thought that was a very pleasant gesture. Even more so considering I didn't even think about asking for a discount of sorts. It was offered. Thanks Rapha.

And before this thread deteriorates into a Rapha bashing thread, I have yet to come across any other companies who would happily do something similar without the customer asking. Yes, their gear is expensive but it seems they actually value their customers.

Ben

mrfpb

I've never needed to test Rapha's customer service, which is a good sign in itself. Good to hear they do GF as four out of six of my family are on GF diets, and eating out is a nightmare. I'd like to visit their shop, bit I'm not often in that part of London.

brownbosh

Rapha are excellent with customer service. After 11 months hard wear my pro team thermal shorts detached stitches at the chamois. I sent them in and got a free new pair.
Last week I admitted I had crashed and damaged a pair of knee warmers, arm warmers, jacket, inner and outer glove. I also had a 20 month old pair of pro-team shorts where pad had started to detach again.
I received a voucher for the total cost of the inner gloves plus half the money of a bundle deal on new arms and knees. The outer glove, shorts and jacket are being professionally repaired.
Excellent considering I fully admitted its my fault having taken a slide down the road.
In all for three new items and repairs it has cost me the grand total of £25!!!!
Haters are gonna hate but I don't know any other company that looks after its customers like Rapha. Yes you pay, but the kit is excellent for those who are performance minded and the back up cannot be matched.
Tactical sale purchasing can get items at the same price as many other less worthwhile brands and I love it despite my modest income.
Long live RAPHA!!!!!!

ddraver

Hmmm, have to disagree recently

Went in to buy some of the jeans and got told they could order them in my size. Waited all week to be told that actually they don't make them in those sizes (Short and fat or long and thin) but the other item I had ordered was in stock. Yomped down the road at lunchtime to discover that actually they werent in stock nor would it be for some time but I could order off the website. Further the other items I wanted a look at werent in either.

Sorry but that's pretty poor and no amount of smiles and pretending to care how my commute was could make up for it. If it was Evans I wouldnt mind but they re not. Just tell me to get it off the website next time!

ddraver

Kinoko Cycles down the road, by the way, have always been honest and up front

Recently can give a massive thumbs up to the London bicycle Workshop in Clapham Juction too. Replaced the spoke and trued both wheels whilst I had a coffee next door then come got me. Put some oil on the spoke nippples and said come back during the week for a retrue. Excellent!

evs78

Just wanted to put a quick note of my first experience of rapha's superb crash repair service on here.

Received my Brevet Jersey and Gilet back from Rapha Repairs today and really impressed throughout by the service and quality of the repairs. Dropped both items in the Manchester shop less than 4 weeks ago and back today. Service in the shop was excellent, really helpful. Gilet took the brunt of the spill (black ice) and was shredded on the rear of the shoulder. Jersey less damaged but still a decent sized hole, again on the rear of shoulder and a smaller hole in the arm. Repairs look really well done, panels replaced or overlaid on the damaged areas.

They'll never be everyone's cup of tea on here but I love the quality of the products I've got and their service was spot on and will mean I won't be looking elsewhere for the majority of my gear.

Flâneur

I suspect ddraver may be the odd one out, which does not excuse the service but at least suggests that good service is the norm.

Myself, a friend, gf and my mother have all praised them for the above the normal service in store or on the phone.

Personally I have used the repair service a few times, all timely and well repaired. Some returns for various reasons all accepted without even checking, The best was when I purchased a pro team jersey, one area of finishing wasn't up to scratch and given the price I wanted to return it. However due to it being online and I wanted it for a trip to Mallorca in the next few days, Given the time problems a new one was shipped to me before they received the old one back.

I'm not saying all their gear is value for money or they are perfect but like others it has always been good enough and better than others to have me going back (I am returning a gilet atm as I don't think I'#d use it enough to justify the cost)

Prendas can have a mention too and CRC were recently able to salvage some problems before I contacted them which gives them credit in my bank

Matthewfalle

Assos' crash repair service - and customer service as a whole really - is faultless as well.

Quality of clothing on a par with Rapha as well.

Anonymous

Not Rapha bashing as such, but I don't get what was that outstanding about what they did.

How recently had the prices gone up?
Had the list price just randomly gone up, or was it following them being on offer.

If its list price then what was the price increase for exactly?
I think I would have rather not known than be told I could have one item at the original price and one at new 'price hiked' price!

If you were in Evans buying two of their own brand items of clothing, and they said they had just increased prices but you can have one at the price people paid last week, and one at the new higher (profit?) price, would you be as happy with that and start a similar thread?

Anonymous

Agree that LCW are awesome. Honest guys doing exceptional work. Only raised by the mechanic at Pearson in Mortlake. He's a bona fide alchemist