A real shame

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Guest's review of Singletrack Bikes www.singletrackbikes.co.uk

★☆☆☆☆

“A real shame”

Written on: 13/09/2013

Equipment on website was discontinued apparently, however the order was still accepted. Part order was shipped despite emails to them asking not to if the complete order was not possible. Still no communication from the supplier, a real shame. Won't be using again, totally unreliable.

  • Cycling equipment

    Goods purchased & cost

  • On time

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

Davygravy79's Comment

Written on: 14/09/2013

Thanks for your review. However, sorry you feel that way. These things happen from time to time. We accepted part of the order and we send an email if there is a problem with any items on the order, so you should have been informed right away. If you never got that email then we are sorry, although it has probably been filtered as spam. Your order will already have been processed by the time you emailed us so again sorry we sent you items that you no longer wanted. We are not in the business of making customers unhappy and take poor feedback to heart. A genuine problem on every website is that when you are down to the last in stock of a particular item, very often that item has been added to several people's shopping baskets. Who gets the item is a matter of who completes the checkout process first. I like to think we are a friendly company to deal with and we put a lot of effort into making problems a rare occurrence so I hope you give us another chance one day.

Best regards
Dave

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Bikerbill2013's Comment

Written on: 17/09/2013

not the case, i received no email with regard to the items not being shipped, and there was nothing filtered as spam. I did receive an email confirming receipt of my cancellation request a day before you shipped the parts. Both the confirmation email and the shipping email arrived without going into spam. To date i have received no email or communication with regard to the cancellation request. Not concerned by the equipment being sold out, just the handling and communication from that point on. The system you believe you have in place is not reflected in reality.

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Davygravy79's Comment

Written on: 17/09/2013

Thanks for clarifying the situation. In that case then, we may have simply made a genuine human error as we do try to communicate every single step of the order process as best as we can. Some of it is automated while other parts require manual intervention. It is between these lines where the mistake has happened so I will review what happened and see what improvements can be made.

Many Thanks
Dave

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