Online Purchases - good and bad experiences

[queequeg]

Evans Cycles
2 x Mavic Open Pro Rims
Ordered Oct 16th, Arrived Today!!. Free Shipping, outstanding delivery time!

[BandedRail]

Ok, here's my saga in getting some new wheels:
August 27th - ordered some new wheels (Shimano RS80's) online from a well known supplier of bike parts (ordered from them before, everything arrived in 8 days).
August 30th - order dispatched.
September 15th - no sign of the order- emailed the sender, told that 20 working days was required before an item was deemed to be "lost in the mail".
September 28th - still no wheels, slightly grumpier email to sender.
September 29th - admission from sender that package probably "lost in the mail", order resent.
October 6th - letter from Aus Post regarding a package with no value at customs, need a declaration of value.
October 7th - send required paperwork to customs.
October 12th - card in the mail re collection of package from Aus Post.
October 13th - arrive home early to go to Aus Post to collect package but wait - what's this on my doorstep? Well, well, it's the original package looking somewhat worse for wear with some very odd stickers on it (anyone here read Russian & and/or an a middle-eastern script?). Went and collected the replacement package. Opened the replacement package, everything correct & in good condition. Right, now what to do with the original order? Contacted the sender & they wanted it returned & will promised to reimburse me for the shipping. Rung around a few couriers for quotes - $515!!!! Blimmen 'eck, the wheels are only worth $600! Got on to Aus Post website, $90 for Sea Mail. Excellent.
October 21st - took a few hours off work to rid myself of this albatross but when I got the post office they declared that the package, while it was well below the maximum weight and volume it exceeded the maximum girth for a package that Aus Post would handle. Girth? Say What? This wasn't mentioned on the website! The guy at the post office was brilliant and, through means best not discussed here, managed to get the package returned at no cost to anyone.

So, while I'll continue to buy bike stuff online I'll think twice before buying anything "oversize" 'cause returning it can be a nightmare!

[CommuRider]

October 13th - arrive home early to go to Aus Post to collect package but wait - what's this on my doorstep? Well, well, it's the original package looking somewhat worse for wear with some very odd stickers on it (anyone here read Russian & and/or an a middle-eastern script?). Went and collected the replacement package. Opened the replacement package, everything correct & in good condition. Right, now what to do with the original order? Contacted the sender & they wanted it returned & will promised to reimburse me for the shipping. Rung around a few couriers for quotes - $515!!!! Blimmen 'eck, the wheels are only worth $600! Got on to Aus Post website, $90 for Sea Mail. Excellent.
October 21st - took a few hours off work to rid myself of this albatross but when I got the post office they declared that the package, while it was well below the maximum weight and volume it exceeded the maximum girth for a package that Aus Post would handle. Girth? Say What? This wasn't mentioned on the website! The guy at the post office was brilliant and, through means best not discussed here, managed to get the package returned at no cost to anyone.

So, while I'll continue to buy bike stuff online I'll think twice before buying anything "oversize" 'cause returning it can be a nightmare!

Did it cross your mind to keep the original as well as the replacement? Could have saved you the event of the 21st. The store would have written off the original.

[Aushiker]

Did it cross your mind to keep the original as well as the replacement? Could have saved you the event of the 21st. The store would have written off the original.

Hi

Have you heard of karma, ethics and integrity? Mind you I would have had them pay-up before sending it back ... just as we have to pay postage up front.

Andrew

[CommuRider]

Did it cross your mind to keep the original as well as the replacement? Could have saved you the event of the 21st. The store would have written off the original.

Hi

Have you heard of karma, ethics and integrity? Mind you I would have had them pay-up before sending it back ... just as we have to pay postage up front.

Andrew

Given the amount of time he spent chasing up the item, then ringing around the courier company, cajoling with the AusPost person to get it returned back free, the cost there would have been equivalent. The time spent off work would be billable

It happened to me with one telco provider (and it involved the TIO) and I asked repeatedly if they wanted this piece of equipment back, and in the end they just wrote it off. Your time is equal to their time too.

This also reminds me of the time about customs charges I have had to deal with. The customs people wanted their $ and involved a contractor to chase the customs tax but the problem was the tax had to be paid at the port of origin, not at the point of receipt. In the end it got sorted but it took 2 weeks to fix it.

These things show how important it is to keep records but also knowing when you should not be paying.

[Aushiker]

Did it cross your mind to keep the original as well as the replacement? Could have saved you the event of the 21st. The store would have written off the original.

Hi

Have you heard of karma, ethics and integrity? Mind you I would have had them pay-up before sending it back ... just as we have to pay postage up front.

Andrew

Given the amount of time he spent chasing up the item, then ringing around the courier company, cajoling with the AusPost person to get it returned back free, the cost there would have been equivalent. The time spent off work would be billable

Issues with Australia Post occurred AFTER contacting the retailer and hence have nothing to do with your suggestion to keep them unless of course you are capable of seeing into the future. To keep them as you suggest would mean not advising the retailer that they turned up ... hence the matter of integrity and ethics.

Secondly the retailer did the right thing and sent a second set and you still want to punish them! Nice, not.

Furthermore your justification just smacks of gee lets blame the retailer for something that was out of their control even though they have done the right thing ... hardly nice. Would you like that to happen to you? I have had that done to me; had to provide a refund even though the buyer got the item. The buyer effectively did what you are suggesting...

Cheers
Andrew

[StevieD]

Purchased a new bike from http://www.merlincycles.co.uk/. Ordered on 12/10/2010, arrived on my doorstep 19/10/2010 . Got through Customs with no additional duty/fees/GST....whooo hooo!!
Rang Merlin a couple of times to check stock and status of order and they were always very helpful. Would buy from them again.

[CommuRider]

Furthermore your justification just smacks of gee lets blame the retailer for something that was out of their control even though they have done the right thing ... hardly nice. Would you like that to happen to you? I have had that done to me; had to provide a refund even though the buyer got the item. The buyer effectively did what you are suggesting...

So I hit a raw nerve there. I'm not a retailer and the circumstances would be different if it were non-retailer to non-retailer such as say a non-commercial transaction such as ebay. Would I like this happen to me if I were a retailer? I would sincerely hope I would have taken steps to prevent occurrences such as this from arising for ease of mind at both ends. I do this on ebay to pay the registered extra.

For example, how come said-retailer did not spend the extra amount to have it tracked by say UPS or FedEx? Would have saved the retailer and customer the lengthy time sorting this through.

And if this said-retailer is the one who offers free shipping then you get what you paid for.

[DaveOZ]

I would have just paid for the second set of wheels and sold them here. I've done this before with other imported stuff. The loss on resale would be less than the postage. Cop it and move on.

[Aushiker]

Furthermore your justification just smacks of gee lets blame the retailer for something that was out of their control even though they have done the right thing ... hardly nice. Would you like that to happen to you? I have had that done to me; had to provide a refund even though the buyer got the item. The buyer effectively did what you are suggesting...

So I hit a raw nerve there.

If behaving with integrity is hitting a raw nerve so be it ... At least I know I would have done the right thing and I will sleep well.

As to BandedRail he acted with honesty and integrity. I can respect that.

DaveOz: Another option and again acting with integrity.

Regards
Andrew

[queequeg]

c r c: Ordered on Monday, Arrived first thing this morning! That was quick!

Thursday, October 28, 2010 Location Time
16 Delivered - Signed for by : ZAC SYDNEY - AUSTRALIA 07:53
15 With delivery courier SYDNEY - AUSTRALIA 07:13
14 Arrived at Delivery Facility in SYDNEY - AUSTRALIA SYDNEY - AUSTRALIA 06:52
13 Departed Facility in SYDNEY - AUSTRALIA SYDNEY - AUSTRALIA 03:21
12 Processed at SYDNEY - AUSTRALIA SYDNEY - AUSTRALIA 03:21

Wednesday, October 27, 2010 Location Time
11 Clearance processing complete at SYDNEY - AUSTRALIA SYDNEY - AUSTRALIA 22:59
10 Arrived at Sort Facility SYDNEY - AUSTRALIA SYDNEY - AUSTRALIA 22:54

Tuesday, October 26, 2010 Location Time
9 Departed Facility in LONDON-HEATHROW - UK LONDON-HEATHROW - UK 10:17
8 Transferred through LONDON-HEATHROW - UK LONDON-HEATHROW - UK 10:15
7 Arrived at Sort Facility LONDON-HEATHROW - UK LONDON-HEATHROW - UK 08:21
6 Departed Facility in EAST MIDLANDS - UK EAST MIDLANDS - UK 05:06

Monday, October 25, 2010 Location Time
5 Processed at EAST MIDLANDS - UK EAST MIDLANDS - UK 22:52
4 Arrived at Sort Facility EAST MIDLANDS - UK EAST MIDLANDS - UK 22:32
3 Departed Facility in BELFAST - UK BELFAST - UK 21:07
2 Processed at BELFAST - UK BELFAST - UK 16:12
1 Shipment picked up BELFAST - UK 15:50

[Dadrock]

The first time I ordered something (tyres) from Wiggle, I ordered on a Thursday and Tuesday morning they arrived in my office! I was stunned. I wonder if this is a ploy to get you to keep ordering I've not had such quick turnaround from Wiggle since, mind you...

And without banging on too much, 14 days from date or order to receiving my wheelset from http://www.bicyclewheels.com was impressive I thought. and they answered emails! that's all I want from an online retailer - that they will answer your emails...

martin

[schroeds]

Bad experience: ordered a helmet from a melbourne-based web business goeasyonline.com.au

They sent the wrong model which included $15 postage to Sydney.

I informed them what they'd done and they told me to return it at my cost. They agreed to refund the cost of the helmet but would not refund me the original postage OR my additional postage to return it...even though I told them I'd be writing my experience up here.

So it cost me $30 NOT to have a new helmet

Avoid goeasyonline.com.au

[CommuRider]

Anyone has had good/bad experience of bicyclinghub.com?

I want to use their coupons

http://www.retailmenot.com/view/bicyclinghub.com

[BigVin]

Ribble - 10/10

Fast, friendly replies to emails.

Dispatched from UK last Wed AM, received here today (Wed PM).

Will defn use again.

[Dac]

Anyone has had good/bad experience of bicyclinghub.com?

Bought from them a couple of times, a while ago now but no problems and postage more reasonable than a lot of US shops

They stock Showers Pass rain gear, good stuff. The Double Century jacket I bought from them has lasted 3 winters of daily Melbourne backpack commuting

I tend to buy from Classic Cycling these days for jerseys http://www.classiccycling.com/ - more interesting brands I think (Capo, Hincapie) and lots of specials and runouts

[CommuRider]

Thanks Dac. Always good to know which US shops are reliable.

[CommuRider]

+ for PrimalWear

http://www.primalwear.com

Very quick and efficient, answered my queries promptly. Delivered within 5 days including the weekend - from Colorado to Sydney. Tracking by Fedex (hence postage ain't cheap). And I'm still waiting for my Amazon order from 2 weeks back....

Nov 8, 2010 10:10 AM
Delivered
SYDNEY AU
Nov 8, 2010 9:38 AM
On FedEx vehicle for delivery
Nov 7, 2010 12:28 AM
In transit
ALEXANDRIA AU
Package available for clearance
Nov 7, 2010 12:28 AM
Int'l shipment release
ALEXANDRIA AU
Nov 6, 2010 5:26 PM
At dest sort facility
MASCOT AU
Nov 5, 2010 12:20 PM
In transit
HONOLULU, HI
Nov 4, 2010 4:18 AM
In transit
MEMPHIS, TN
Nov 4, 2010 2:35 AM
Departed FedEx location
MEMPHIS, TN
Nov 4, 2010 12:54 AM
Arrived at FedEx location
MEMPHIS, TN
Nov 3, 2010 7:29 PM
Left FedEx origin facility
ENGLEWOOD, CO
Nov 3, 2010 4:14 PM
Picked up
ENGLEWOOD, CO
Nov 3, 2010 11:44 AM
Shipment information sent to FedEx

[toppity]

I've just puchased my second pair of Keywin pedals off emotionsands on ebay. They are great pedals in my opinion and now I will not have to transfer them from the track to the road bike a couple of times a week.

But that's not the point. I try as much as I can to buy from my LBS. They are great, but in this case the don't carry Keywin pedals. It just so happens that another LBS i've used from time to time are a local seller of the product. This bike shop is also a good setup. However the cost of the pedals from them is A$275. The cost online is US$110. I just can not justify such a difference.

So emotionsands have my second order. Delivery took 14 days last time, but the product was as described. Hopefully this goes well.

[fras67]

I bought about 400 dollars worth of stuff from cell bicycles in Sydney.

My first order was absolutely fine.

My second order was a bit of a mess. From memory, I got an email saying it had been despatched. Then a few days later when I hadn't received it I rang them and they apologised and my order was still at the office because one of the items weren't in stock. Read the fine print if an order isn't in stock they can delay postage.

Finally, I got notified the order had been sent to a completely wrong NSW address.

I often find the test of a firm is when things go completely wrong. The staff at cell bicycles were always polite and helpful.

They cancelled the delivery and I eventually got the order.

I was pleased as I saved a bundle of money and the staff were professional and friendly.

I would recommend using cell bicycles but just be cautious to read the wait times if they dont have the stock and monitor your emails to check delivery address is correct.

Maybe Im laid back but I don't mind things going wrong as long as people are professional and rectify the issue

[schroeds]

I totally agree, things can and will go wrong, but if they're well fixed it's forgiveable.

So does Cell count as a lbs or not?

[Sethor]

Just seeing if anyone is having issues with parcels coming from the UK in the past 2 weeks, I've been waiting on a order from Dotbike.com which should have taken ~5days its been 2 weeks now. I've emailed them regarding delivery & they are saying that all international parcel deliveries are being held up due to the printer cartridge bomb scare, so deliveries are taking longer than normal.

[Fresh]

Im trying to find the best online price for SRAM Red groupset and have found it for $1600. Anyone know of some other recommendations?

[Riddley]

Bad experience: ordered a helmet from a melbourne-based web business goeasyonline.com.au

They sent the wrong model which included $15 postage to Sydney.

I informed them what they'd done and they told me to return it at my cost. They agreed to refund the cost of the helmet but would not refund me the original postage OR my additional postage to return it...even though I told them I'd be writing my experience up here.

So it cost me $30 NOT to have a new helmet

Avoid goeasyonline.com.au

I misread that as greasyonline!

[othy]

Just seeing if anyone is having issues with parcels coming from the UK in the past 2 weeks, I've been waiting on a order from Dotbike.com which should have taken ~5days its been 2 weeks now. I've emailed them regarding delivery & they are saying that all international parcel deliveries are being held up due to the printer cartridge bomb scare, so deliveries are taking longer than normal.

Yeah, I've been waiting on a c r c order that shipped on the 3/11. Usually they arrive within a week. All my orders that shipped before then have arrived - including another c r c one sent on the 20/10. Post office said that the strong AUD has increased parcels 30-40%, so maybe Australian customs is also adding to the delay.

Hoping it comes in soon, only waiting on a few items for my new build.