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“Not impressed”

written by oddjob on 13/11/2011

I had to order via this company as my employer is operating the Cycle To Work scheme through Wheelies. The details of my order were taken professionally and I liked the follow up calls advising me of the status - unfortunately the date they estimated for despatch was then changed no less than 4 times - in the end I got fed up and was quite clear that any further delay would result in me cancelling my order and taking my business elsewhere. Lo and behold, my order was fulfilled pronto. My main gripe however is with the customer service policy. One of my items was supplied faulty (one of the seams in a very expensive pair of waterproofs had a hole in it) - which I discovered on first wearing the item. I was advised to return the item, which I did. Only to find out that what they do is return the item to the original manufacturer for them to assess whether the item can be repaired (?)....hang on, this is a brand new item, and if this was a shop I'd be within my rights to ask for a replacement or a refund...! Instead, I'm without the item for a good 2 weeks, to be told that if the manufacturer says the item can be repaired, then that is the resolution (there is no negotiation about this apparently, Sale of Goods Act or not) - but I don't see why as a customer, I should HAVE to accept a repaired item which was clearly faulty on supply to me in the first place. Like I said, not impressed, and won't be ordering from them again. I'd rather give my support to my local bike shop.