Slow dispatch from Canyon

bill_gates

Is it usual for Canyon to wait a couple of weeks before they dispatch an item?

I ordered a component item from them approaching three weeks ago come Monday of next week. I did get order confirmation sent to me knowing that it was a particular week that shipment would occur, mid-way through this week I've called them for an update and now I'm at the end of the week, still no dispatch.

It's only a component item and fair enough it's not a £4k bike (that was maybe coming later in the year) but I've paid a delivery cost also and if they didn't have stock if that is indeed the issue then they shouldn't be advertising the product for order?

Any other experience?

dowtcha

I ordered a giro synthe from the second day breakaway sale and some 6700 brake brakes from the outlet store.
They arrived last Wed. It took nearly 2 weeks before I got a dispatch mail. I'm not sure if they have the items from the breakaway sale in stock. I think they are running the sale and then ordering to meet sales.

Just checked, I ordered on the 5th and they arrived on the 22nd

bill_gates

Very same scenario then by the sounds of it.

CYCLESPORT1

[url=http://www.bikeradar.com/forums/viewtopic.php?p=19663566#p19663566]Bill Gates[/url] wrote:

Is it usual for Canyon to wait a couple of weeks before they dispatch an item?

I ordered a component item from them approaching three weeks ago come Monday of next week. I did get order confirmation sent to me knowing that it was a particular week that shipment would occur, mid-way through this week I've called them for an update and now I'm at the end of the week, still no dispatch.

It's only a component item and fair enough it's not a £4k bike (that was maybe coming later in the year) but I've paid a delivery cost also and if they didn't have stock if that is indeed the issue then they shouldn't be advertising the product for order?

Any other experience?

Why not ?

bill_gates

I mean that thy should at least have estimated stock levels and dispatch times clearly listed at point of order.

bill_gates

It's now over three weeks since I placed my order and I've had to chase multiple times to be given unclear information on whether this product is available and when it might ship (if it even does, I've lost confidence that they are able to fulfil this order). I've also been holding off on them hence why I could have had the item from other sources without all the hassle.

This doesn't appear to be normal for an on-line retailer. I'm glad I tested their level of service on a smaller item before I decided that I was getting a full bike from them.

mugensi

I ordered a Garmin 500 on the 17th July in one of their TdF sales. I got an email yesterday informing me it was being dispatched within 48hrs and the money was taken from my paypal account yesterday. The initial order confirmation email gave me this week as an estimated dispatch date so I was well informed and happy with their communications. So long as its dispatched today or tommorow then I cant really complain...and it was a great price!

sloppyschleckonds

I ordered a frame in January, it arrived last week.

BE PATIENT!

bill_gates

[url=http://www.bikeradar.com/forums/viewtopic.php?p=19666987#p19666987]SloppySchleckonds[/url] wrote:

I ordered a frame in January, it arrived last week.

BE PATIENT!

Was it Quintana's frame and they were awaiting him finishing the Tour on it?

anicell

I placed an order back in early April for an Ultimate CF SLX Frameset estimated shipping in Week 31...which we are now in so fingers crossed its sent this week. I've waited this long so happy to wait a few more weeks but hopefully I wont have to.
In the time I've been waiting they announced the updated version and I contemplated cancelling and ordering the updated 2016 version but at this rate it'll be next July by the time that arrives. What if you snap a frame in a crash? I wouldn't be waiting 4+ months again.

Grill

Product, price, time; pick two.

bill_gates

Customer service from Canyon is not too good either. They seem to communicate when you get through to them but they can't tell me anything more than "they will escalate".

I'm not impressed.

bill_gates

Canyon are now on my list of poorest companies ever to deal with. 4.5 weeks since date of order, countless calls, emails, remote chats with all manner of 'customer service' folks and still no clarity to where my order is.

I had planned a Canyon bike as my next purchase and was looking to go pretty much top of the range, that is not happening any longer.

I'm very disappointed and it's probably the worst service I've received in the whole cycling industry now.

markhewitt1978

[url=http://www.bikeradar.com/forums/viewtopic.php?p=19677320#p19677320]Bill Gates[/url] wrote:

Canyon are now on my list of poorest companies ever to deal with. 4.5 weeks since date of order, countless calls, emails, remote chats with all manner of 'customer service' folks and still no clarity to where my order is.

I had planned a Canyon bike as my next purchase and was looking to go pretty much top of the range, that is not happening any longer.

I'm very disappointed and it's probably the worst service I've received in the whole cycling industry now.

I talked to a guy on our club run who had a Canyon and mentioned it was a nice looking bike. He said the bike is nice but no way would he buy another one as the customer service was terrible.

Only dealings I've had myself was with Canyon bike hire in Mallorca, and they weren't that great on the customer service front either.