Ordering online, customer service

In aus.bicycle on Fri, 26 May 2006 10:47:48 +1000

Tamyka Bell said:

Has anyone else received the wrong item after placing an order online,
and then had trouble getting the company to acknowledge your efforts to
contact them?

Only time I've had to, I got very quick and impressive service from
Phantom Cycles.

They sent a replacement immediately before I'd sent the offending item
back, and were always polite and helpful by email and over the phone.

Zebee

Tamyka Bell said:

Has anyone else received the wrong item after placing an order online,
and then had trouble getting the company to acknowledge your efforts to
contact them?

I ordered a 12-27 cassette (for France!) from a reputable online store
and received a 12-23 instead. I checked my order again, and then
following the procedures outlined on the site, I emailed them to request
the forms for replacing the item. That was Monday, and I haven't heard
back, so I sent them another email today asking them to acknowledge this
problem and send me the instructions. Has anyone else had problems like
this?

This is very different to the service I received from ProBikeKit, who
left out the SRAM connecting link. I emailed them explaining that I
thought it may have fallen out during packing or shipping, as the chain
was bagged rather than boxed. They replied within 24hr to apologise for
the error and tell me the link was in the mail, and sure enough I
received it a few days later (and sent them a thank you). I mentioned
this contrast in customer service in my email to the problem store
(though I didn't mention PBK, just called it a competitor).

I haven't, but I've only ever ordered stuff online from Cecil Walker,
who, if things to awry, are close enough that I can drop in.

This is one of the risks of doing business over the 'net, Tam. Cheaper
bits have a cost, beit increased risk or otherwise.

Who was the shop you're having the problem with? Name & shame 'em ...
bear in mond it may be a holiday or something in the country that
you've ordered from, or the web lackey may be away/sick/dead etc ...

Bleve said:

Tamyka Bell said:

Has anyone else received the wrong item after placing an order online,
and then had trouble getting the company to acknowledge your efforts to
contact them?

I ordered a 12-27 cassette (for France!) from a reputable online store
and received a 12-23 instead. I checked my order again, and then
following the procedures outlined on the site, I emailed them to request
the forms for replacing the item. That was Monday, and I haven't heard
back, so I sent them another email today asking them to acknowledge this
problem and send me the instructions. Has anyone else had problems like
this?

This is very different to the service I received from ProBikeKit, who
left out the SRAM connecting link. I emailed them explaining that I
thought it may have fallen out during packing or shipping, as the chain
was bagged rather than boxed. They replied within 24hr to apologise for
the error and tell me the link was in the mail, and sure enough I
received it a few days later (and sent them a thank you). I mentioned
this contrast in customer service in my email to the problem store
(though I didn't mention PBK, just called it a competitor).

I haven't, but I've only ever ordered stuff online from Cecil Walker,
who, if things to awry, are close enough that I can drop in.

This is one of the risks of doing business over the 'net, Tam. Cheaper
bits have a cost, beit increased risk or otherwise.

Who was the shop you're having the problem with? Name & shame 'em ...
bear in mond it may be a holiday or something in the country that
you've ordered from, or the web lackey may be away/sick/dead etc ...

I'll wait to see if they reply to this email, first, so give me 'til
their close of business...

They are a big, reputable online store, anyway, and a major competitor
to PBK.

Tam

Tam said:

Has anyone else received the wrong item after placing an
order online, and then had trouble getting the company to
acknowledge your efforts to contact them?

I had a missing item once from a Parkers order. I emailed them that I hadn't shipped the entire order, and they shipped the missing bit (a chainring) the next day. I was impressed at how keen they were to rectify the problem.

Cheers,

Suzy

Ditto good service with forgotten item from Parker. Cambriabike in US
also very good with item on warranty.

Donga

"suzyj" <[email hidden]> wrote in message
news:[email hidden]...

Quoted message said:

Tam said:

Has anyone else received the wrong item after placing an
order online, and then had trouble getting the company to
acknowledge your efforts to contact them?

I had a missing item once from a Parkers order. I emailed them that I
hadn't shipped the entire order, and they shipped the missing bit (a
chainring) the next day. I was impressed at how keen they were to
rectify the problem.

Cheers,

Suzy

--
suzyj

I also had a good response from St John St cycles in UK. They promptly
replaced a bent component free of charge (and it could have got bent in
transit).

Liz

A couple of years ago I had some issues with ProBikeKit. I ordered some Time shoes for Paulie (his b'day pressie from his mummy). When they arrived, the adaptor plate was missing, so I e-mailed them to see if they were supposed to be sent with the adaptor plate. After a couple of weeks, I wrote them an e-mail saying that if I didn't get a response, pronto, I would post on every cycling website I know of about the terrible service i had received.

In the end I got a reply from someone who said they would refund the amount the adaptor plate was worth to my account so I could get one locally.

I was a bit disappointed and have not ordered from them since... though I haven't really needed anything anyway.

Lotte

Over the years I have ordered from the following companies:
Tandems East (still buying from Mel after 14yrs. Terrific service)
Precision Tandems
Jensen USA
Cambria Bicycle Outfitters
Bikepro (before they went bust)
Colorado Cyclist
Excel Sports
Groundeffect
Le Knicks
REI
MEC ( a member since '91 )
Some of these were pre internet and orders were buy fax and phone.

No problems so far. If an item was out of stock I have always been contacted as to wether I wanted to wait or just get what was available.

Cheers

Geoff

geoffs said:

Over the years I have ordered from the following companies:
Tandems East (still buying from Mel after 14yrs. Terrific service)
Precision Tandems
Jensen USA
Cambria Bicycle Outfitters
Bikepro (before they went bust)
Colorado Cyclist
Excel Sports
Groundeffect
Le Knicks
REI
MEC ( a member since '91 )
Some of these were pre internet and orders were buy fax and phone.

No problems so far. If an item was out of stock I have always been
contacted as to wether I wanted to wait or just get what was
available.

Cheers

Geoff

I've ordered a lot of stuff from jenson over the years. Prices on
Shimano stuff are good and they're reliable.

Friday said:

I've ordered a lot of stuff from jenson over the years. Prices on
Shimano stuff are good and they're reliable.

How do you find the postage from Jenson? I've gone to checkout there a
few times (not recently) then binned it because of toxic postage
charges.

Donga

quote='Donga'Friday said:

I've ordered a lot of stuff from jenson over the years. Prices on
Shimano stuff are good and they're reliable.

How do you find the postage from Jenson? I've gone to checkout there a
few times (not recently) then binned it because of toxic postage
charges.

Donga[/QUOTE]

Dont know. The one time I bought stuff from them (Rock Shox Judy's, heaps of XTR) I had them sent to the hotel in Boston that my wife was staying at while she was there for a conference.

Although we consume quantities of tandem parts, I buy everything that I can from tandems easts as Mel really sqeezes things into a box. Mark at Precision tandems will put 2 small things into a much larger box than needed and I pay for the freight.

Cheers

Geoff

quote='Donga'Friday said:

I've ordered a lot of stuff from jenson over the years. Prices on
Shimano stuff are good and they're reliable.

How do you find the postage from Jenson? I've gone to checkout there a
few times (not recently) then binned it because of toxic postage
charges.

Donga[/QUOTE] Postage is a bit high but not much different to all of the other bikeshops. It's always fast and reliable.
I wait until I have a substantial order which spreads out the expense a bit, the savings on just one Shimano component will more than cover the cost of postage. I've told my local bike shop that I simply can't afford to buy Shimano equipment in Australia but his hands are tied by Shimanos cartel arrangement.

Treadly

Tamyka Bell said:

Bleve said:

Tamyka Bell said:

Has anyone else received the wrong item after placing an order online,
and then had trouble getting the company to acknowledge your efforts to
contact them?

I ordered a 12-27 cassette (for France!) from a reputable online store
and received a 12-23 instead. I checked my order again, and then
following the procedures outlined on the site, I emailed them to request
the forms for replacing the item. That was Monday, and I haven't heard
back, so I sent them another email today asking them to acknowledge this
problem and send me the instructions. Has anyone else had problems like
this?

This is very different to the service I received from ProBikeKit, who
left out the SRAM connecting link. I emailed them explaining that I
thought it may have fallen out during packing or shipping, as the chain
was bagged rather than boxed. They replied within 24hr to apologise for
the error and tell me the link was in the mail, and sure enough I
received it a few days later (and sent them a thank you). I mentioned
this contrast in customer service in my email to the problem store
(though I didn't mention PBK, just called it a competitor).

I haven't, but I've only ever ordered stuff online from Cecil Walker,
who, if things to awry, are close enough that I can drop in.

This is one of the risks of doing business over the 'net, Tam. Cheaper
bits have a cost, beit increased risk or otherwise.

Who was the shop you're having the problem with? Name & shame 'em ...
bear in mond it may be a holiday or something in the country that
you've ordered from, or the web lackey may be away/sick/dead etc ...

I'll wait to see if they reply to this email, first, so give me 'til
their close of business...

They are a big, reputable online store, anyway, and a major competitor
to PBK.

Tam

Hey, replying to my own post...

Sure enough they replied to this email, and have sent instructions for
exchange. Hopefully it will work out okay... will send an update.

T