Online Purchases - good and bad experiences

[MarkG]

I placed an order last Friday with Cell Bikes for a multi tool, which arrived today.
Not bad - but sending a courier, and Couriers Please at that (the worst ever) was a bit of over kill, when they could have express posted it!

[mtbmikey]

I cant say enough great things about c r c.

As much as I think they do make a lot of mistakes with orders, they do do their best to sort out everything.

And who can argue with free postage?

[backslashio]

I cant say enough great things about c r c.

As much as I think they do make a lot of mistakes with orders, they do do their best to sort out everything.

And who can argue with free postage?

I can argue when I spend $387.49 or less & have to pay for shipping

I just contacted T7 about an order that should've gotten here 4 days ago at the latest and they're looking in the warehouse to see if its even left there yet (all of my current orders just say 'Processing' with no 'Delivered on' details - if I relied on the website itself without email confirmations I'd be clueless). If its still in the warehouse this is very disappointing as I ordered it nearly 2 weeks ago And its still winter so I NEED my LS jerseys!

Also I tried to get them to correct their LS 2011 T7 Jersey how the logos on the sleeves are upside down for when you're riding and should be reversed for both arm sleeves but that just confused the online staff person I was talking to. So I gave up trying to explain

[mmhbeer]

I got a Torpedo 7 package on Friday. It was ordered on Monday the week before and my order was processed about an hour after I ordered it. I cant complain about their service and price they had NZO gear for.

My gripe is with Australia Post. Surely it doesnt take nearly two weeks to get a parcel from Sydney to Adelaide.

[backslashio]

My gripe is with Australia Post. Surely it doesnt take nearly two weeks to get a parcel from Sydney to Adelaide.

I swear they're just getting lazier since more people are importing nowadays. Just about everything I post/order easily takes more than one week even though I live in one of the major cities, its beyond a joke

[GeorgeD]

Velogear.com.au

I was looking at Velogear.com.au and saw that they had advertised a Bontrager carbon bottle cage discounted down from A$95 to A$55 in their clearance section. The same page also included "2 for 1" offer. These were the exact words. I emailed Velogear to clarify whether the deal was correct and to obtain confirmation.

The velogear website advises that they answer all emails within 24 hours. I waited 24 hours and still had not received any email.

I went back on to the website and checked the item. I discovered the the bottle cage was no longer in their clearance page and not surprisingly the deal had been changed. It still discounted down from A495 to A$55 but they had now removed the "2 for 1" offer and had changed it "Buy second cage half price". Upon further inspection the 'half price' was half the full retail price, not the discounted price, allowing only an extra $10 off their discounted price making it A$45. Not only had they ignored my email request but they had changed their website after I had alerted them. I was incensed.

I emailed Velogear the following on the morning of 19/07/2011:

I emailed this message to your business at 8:23am 18/07/2011.

Despite your website stating that you answer emails within 24 hours I have not received a response.

I further note that the item I was inquiring about is no longer in the ‘Clearance Items’ list and that the deal has changed from ‘2 for 1’ on the 18/07/2011 to ‘Buy second cage half price’. Not even half the discounted price.

I can only assume that your company changed the website after I brought it to your attention with my email. The fact that you have done so, without any response to my request indicates a commercial dishonesty on the part of your company. If you advertise something and you have made a mistake you should honour that advertised price until the mistake is rectified.

What your company has done is unprofessional and I think that by changing the website prior to responding to my inquiry is despicable.

Is it no wonder that Australian consumers are choosing to spend their money overseas?

Thank you so much for your very unprofessional response to my inquiry.

To date, 5 days later I have still not received any repsonse to either email. I do not expect a response.

Further to this they have again changed their website relating to this item. It is interesting to note that Velogear now has the price for the second cage as A$22.70+GST. They show how unprofessional they are by leaving the previous alleged discount offer details at the bottom of the page "Need extra cages. Save $10 by using the drop down box to buy extra cages. VIP If you want 2 cages, select quantity 1 then use the drop down box to " I want an extra bottle cage $45"

Consumer law in Australia requires a company to honour an advertised price. Velogear has not responded to my request for information, have dishonestly changed their offer on 2 occasions without honouring the advertised price.

I will not be purchasing anything from Velogear. I have used and will continue to use much more professional outfits like Chain Reaction UK, JensonUSA and even Amazon.

If Velogear is anything to measure Australian online retail, and Australian retail in general by then is it any wonder Australian dollars are going overseas.

[troyww]

My gripe is with Australia Post. Surely it doesnt take nearly two weeks to get a parcel from Sydney to Adelaide.

It's a disgrace that Australia post is so inefficient .

[backslashio]

Got my T7 order today (the one I made last week on Tuesday, not the other ones from 2+ weeks ago). My other 2 T7 orders are still nowhere in sight & its worrying when stuff you ordered recently shows up first

Not sure who to blame

[MarkG]

Ordered for the first time from PBK, and very happy.
Exactly 7 days from dispatch to arrival!

[Tazzy]

Big day for deliveries today, 2 from Wiggle and 1 from c r c. All made within days of each other last week, arriving together. Apparently I would of had two of them yesterday if the courier van driver could find my address. Apparently he has an old street directory, I suggested he needs a modern GPS.
c r c threw my bottle of Finish Line Dry Lube in the box with it's lid loose. Nice mess to clean up.
Wiggle sent me a burnt orange Assos Airjack 851 Jacket instead of the white one I ordered.

Hmmmm

[Tazzy]

Big day for deliveries today, 2 from Wiggle and 1 from c r c. All made within days of each other last week, arriving together. Apparently I would of had two of them yesterday if the courier van driver could find my address. Apparently he has an old street directory, I suggested he needs a modern GPS.
c r c threw my bottle of Finish Line Dry Lube in the box with it's lid loose. Nice mess to clean up.
Wiggle sent me a burnt orange Assos Airjack 851 Jacket instead of the white one I ordered.

Hmmmm

Well I got two prompt replies after emailing both.

c r c are giving me a ten pound voucher, luckily not all my goods were spoiled. My inner-tube copped the worst of it and hopefully I can get the smell off my Camelbak Big Chill.

Wiggle have offered an apology and to cover return postage for exchange or refund. Sounds like a bit of stuffing about and the jacket doesn't look that bad, would of prefered the white one though.

[landscapecadmonkey]

c r c order,
Placed 12/07.
Processed 14/07.
Delay with $8 part not available for $970 order
Dispatched 17/07
Exported 19/07
Received Aus 25/07
Received here at my place 28/07

Black hole in transit somewhere. 16days in total. But felt like 16mths. BUT glad to have my shiney XT parts......

[ajmit3]

Got my Salice sunglasses at sunglassesforsport.com - arrived today. Very happy with the communication and the price. Got these about $60-70 less than the Aussie RRP.

[ray]

Evans Cycles new website is much quicker. Tried a price match with Wiggles for some Speedplay Stainless Steel peddles and they accepted. Unfortunately when I tried to order their coupon code didn't work. They said that they would adjust the price after my order but I don't like that as my bank takes a slice of the refund and gets me on exchange rates as well converting back Instead of wasting time and money to call I should have ordered from Wiggle in the 1st place. Was hoping CE would get back to me but can't wait so ordered from wiggle

[backslashio]

This is disgusting service from Torpedo7 My 3 week old order JUST got sent out today after I had to ask them where my package was (and even that was 3 days ago) as it turned out they hadn't even sent it! There was no apology in the email either (looked like it was auto-replied to confirm shipping) and there was nothing offered for my patience

Should I be sending them a nasty email in reply & ask to get some sort of refund?

[MarkG]

I wouldn't go nasty on the email (you catch more flies with honey than vinegar) but I would express my disgust and ask what they are prepared to offer as a form of apology.

If they then flout out deny / refuse ... then by all means, go nuts

[ozzymac]

This is disgusting service from Torpedo7 My 3 week old order JUST got sent out today after I had to ask them where my package was (and even that was 3 days ago) as it turned out they hadn't even sent it! There was no apology in the email either (looked like it was auto-replied to confirm shipping) and there was nothing offered for my patience

Should I be sending them a nasty email in reply & ask to get some sort of refund?

Must be just the luck of the draw, when it comes to the speed of delivery from online stores.

Wife ordered a pair of Knicks on Friday last week and they got here today, so it wasn't to bad.

I think it also depends on if they actually have what you order or have to get them from there suppliers, it seems to be a common practice.

Cheers

[backslashio]

This is disgusting service from Torpedo7 My 3 week old order JUST got sent out today after I had to ask them where my package was (and even that was 3 days ago) as it turned out they hadn't even sent it! There was no apology in the email either (looked like it was auto-replied to confirm shipping) and there was nothing offered for my patience

Should I be sending them a nasty email in reply & ask to get some sort of refund?

Must be just the luck of the draw, when it comes to the speed of delivery from online stores.

Wife ordered a pair of Knicks on Friday last week and they got here today, so it wasn't to bad.

I think it also depends on if they actually have what you order or have to get them from there suppliers, it seems to be a common practice.

Cheers

I'd say my order number was just misplaced or they forgot to send it out. After all, I had to contact them first otherwise nothing would've happened. If it were delayed for stock reasons they should've given me an email but it was their own product which doesn't make much sense

[backslashio]

Sent them an email, I complained but I avoided swearing, using caps & other similar comments you'd find on Youtube

Hopefully something will come out of it

[jules21]

is c r c customer service the most useless of any online retailer, ever?

i sent them a warranty return form 3 times, with them replying each time "there's nothing attached to your email". i took this to mean they couldn't open the form which i attached to the email, so i kept sending it, even though i knew it was attached. finally, the douche replies and explains that they won't process it because the part wasn't attached - i have to snail mail it, with the form.

all this time, what they meant was the faulty part wasn't attached to my email. now, some people have wondered on here why c r c seem to be incapable of accurately filling orders. i don't know the precise answer, but i'm pretty sure it is somehow associated with abnormally low intelligence.

[pentlandexile]

Good experience with c r c - ordered helmet and two tyres on Sunday, they got here via courier on Thursday. The only time c r c have stuffed up an order of mine was when they sent me two chains instead of one, but only charged me for one. I can live with that.

[jules21]

Good experience with c r c - ordered helmet and two tyres on Sunday, they got here via courier on Thursday. The only time c r c have stuffed up an order of mine was when they sent me two chains instead of one, but only charged me for one. I can live with that.

pfft.. you're lucky

[longshanks]

How quick is this...ordered (AT) Wiggle on Thursday 27 July. Item has just hit my desk in Syd CBD at 1.45pm Aug 1. Amazing (and the postage was free)

[neild]

Hey Longshanks, my order must have been on the same flight as yours. Ordered some things from Wiggle and paid at 12:30pm on Friday. Just arrived at my home in Melbourne! Can't get better than that. Unfortunately I thought I had put down my work address for delivery, so now not only do I have a nice big box of parts waiting for me at home, I'm also going to have to do some explaining to the partner as to WHY there is a big box of parts waiting for me at home!

It always ends up the same, logged on to grab some brake pads and gear / brake cables that I needed, and ended up with 5 tyres, 3 chains, cables for a bike build I'm thinking about plus some other stuff that I can't remember in addition to the things I actually needed? Well at least I'll be sorted for tyres and chains for all my bikes for a while. I know things cost more at an LBS, but I also think I'm more likely to walk out with just the things I need!

[backslashio]

Hey Longshanks, my order must have been on the same flight as yours. Ordered some things from Wiggle and paid at 12:30pm on Friday. Just arrived at my home in Melbourne! Can't get better than that. Unfortunately I thought I had put down my work address for delivery, so now not only do I have a nice big box of parts waiting for me at home, I'm also going to have to do some explaining to the partner as to WHY there is a big box of parts waiting for me at home!

It always ends up the same, logged on to grab some brake pads and gear / brake cables that I needed, and ended up with 5 tyres, 3 chains, cables for a bike build I'm thinking about plus some other stuff that I can't remember in addition to the things I actually needed? Well at least I'll be sorted for tyres and chains for all my bikes for a while. I know things cost more at an LBS, but I also think I'm more likely to walk out with just the things I need!

Its a bit like me last week especially when Wiggle tells me "if you spend an extra $26 you'll get free shipping!" & then found myself buying more so I could get free shipping & use a 5 pound coupon