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“Incompetence”

written by Mungo_Shuntbox on 16/05/2013

Having had my bikes stolen, I was informed by my insurers to use BikeReplacement. The initial call was poor - the handler didn't explain that basically I had to spend all of the £1500 in their online store, and that no change would be given; I had to get this information out of him. So a poor start.

Having made my order on Friday 3 May, I was told by phone a couple of items wouldn't be in stock till next week. Friday 10 May - answerphone message to call them back. Eventually I got though. Two items outstanding (a jacket and a helmet) which would be in stock by Monday, looking at despatch Tuesday or Weds.

Tuesday 14 May - I ring them again, the items were due in that day, they'd ring back when they were in. This was looking good as I was on holiday all that week so would be at home. They said they'd phone back by 8pm that night to confirm.

Thursday 16 May - they haven't rung, so I rang them. One item will now be in stock by Monday 20 May. They will not send out an incomplete order "because the insurance companies won't let them". So I am anticipating that it will have taken close to a month for them to process my claim.

I am angry because as a consumer my hands are tied by my insurance company making me use this service. If this wasn't the case I would have cancelled my order today.

I am taking this further with a complaint to Wheelies but also a complaint to AXA/Swiftcover who provided my insurance.

In a nutshell - if you're tied to using this company for insurance purposes, don't order anything they don't have in stock.