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“Not as it says on the tin”

Written on: 23/05/2016 by AaronLamont288 (1 review written)

This relates to a swap for a bike.
The one we originally ordered turned out to be to small for my daughter, so we ordered a replacement. This is rather straight forward, but there is a £35 swapping fee. The fee itself is quite considerable, so you better get it right the first or second time round. Though I can understand why the fee is levied, this is one disadvantage compared to buying the bike from a shop. The measurements we sent in were accurate, but really there is nothing that replaces sitting on the bike to gauge its suitability, especially with kids.
Delivery of the new bike and pick up of the original bike was nice and easy. However, we had ordered the new bike with a kick stand, as for all other bikes we had ordered. The new bike came without a kick stand, but with a spare saddle that we had not ordered.
In addition, we had ordered a combination lock and instead we received a key lock.
We called to ask to rectify the problem. The kick stand was sent pretty much immediately, at no extra cost. The only issue there being that we had to fix the kickstand ourselves, which required a special allen key which we do not happen to have in our household. Again, buying from a shop would have been the much better user experience.
The lock has not been replaced though; we were promised a call back to arrange for the lock to be swapped and the spare saddle to be picked up, but a week on we are still waiting. This is a shame, because it makes us feel like we have now dropped off the radar, and customer service no longer applies to us.
Consider a local shop first.

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