slow service, poor response

★★★★★
4.6 / 5
90% of users recommend this
  • Customer Service

  • Quality of website

  • Value For Money

Guest's review of Cycle Gear UKBikes Depot - www.ukbikesdepot.com

★★☆☆☆

“slow service, poor response”

Written on: 27/09/2013

having ordered two Ridegback bikes which showed as being in stock on the website it took several days before we were contacted to advise that one of the bikes was not in stock. Upon checking the website it appeared that a lot of the bikes had gone out of stock since we placed the order, suggesting that the stock showing on the site was very much out of date. Upon confirming the offered replacment bike we awaited delivery. After hearing nothing for a few days again made contact with the store to be told that the new bikes were currently in quaility control and would be sent out soon. Again after a few days, rang the shop to be told the same thing. It was only after being told a third time that the bike was still in quality control were we advised that this was with Ridgeback themselves. An email to Ridegback was answered within three minutes which stated that they had left quality control 9 days ago and they could not understand why we were having difficulty in getting the bike, so back to UK Bike depot. Were then told was a problem with a supplier and the bike would be with them the following day (Friday) and sent out straight away (Monday). However then told that the alternative bike was also not available and a second alternative offered and accepted. Finally got the bikes (yet to unpack and check)after they were dispached some weeks after original order and only after several phones calls by both myself and my college and having to contact Ridgeback themselves. Very poor customer service and not as stated on the website such as stock levels, notification within 24 hours if out of stock and keeping the customer informed, however i would say that the staff I spoke to were always polite.

  • 2 x Ridgeback Velocity bikes

    Goods purchased & cost

  • A few weeks late

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

Ukbikesdepot's Comment

Written on: 29/09/2013

Hi,

Thanks for the review, we like bad and good and we need these to learn.

The website was out of stock due to an error on our behalf and we are sorry about, for the mistake we upgraded you to the 2014 model FOC.

We have now taken action to try and sort the issue of bikes going in and out of stock so this problem shouldn't happen anymore.

Again the poor contact should now have been sorted as new polices have been put into place to sort this issue out,

Ridgeback have themselves apologised to us for the mistake they made telling you that the bikes had been available for 9 days. This was due to an error on there new system as they have broken sectors up into different categories. This should now be rectified.

Again a problem from ridgeback that we could not control that the bikes had been labelled up from. This time we were on top on contacting you but we could not get you on the supplied number.

The issues raised should now be sorted. If you get back in touch we have procedures in place as a goodwill gesture.

Thanks
Staff @ Cycle Gear - UKbikesdepot.com

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