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“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the bikes had gone out of stock since we placed the order, suggesting that the stock showing on the site was very much out of date.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.

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