cyclesmart.co.uk Help Needed Please!

babydaisy

I bought a bike off the internet and it arrived on Monday and they have sent me the wrong bike. I ordered the one pictured above specifically because of the silver & purple colour and they have sent me a black one.

This is the bike I wanted:

http://www.cyclesmart.co.uk/shop/index.php/product/claudbutler2006-cm/claudbutlertrekw-cm/CB6571-cm.html?Cyclesmart=f34eviag2oqirjip39pohkpfl5

And I don't want a boring black one!!

I have emailed them loads of times now and left countless messages on their answering machine and no-one is getting back to me to tell me how I sort it out.

I paid by credit card - can I ask my credit card company to do a charge back or anything like that? Just think that might get them in contact!!

Any advice would be welcomed

Cheers Kath xx

hjb123

Have you called them on the number listed on the website? I see from their website that you have to get an authorisation code off them before returning.

It may be worth contacting your credit card company for a chargeback or to see what they say - if you dont try you wont get! Though am not sure how it will go when you have the goods?

babydaisy

Yes I have called the number on their website about 30 times & left that many messages as always just get answering machine - in fact the last time it just rang out maybe I have filled up their tape!!

It is so frustrating as don't know where to go now.

babydaisy

They have now got back to me and they have sent the completely wrong bike so are sorting it out - hooray!!

After two days of hassle though - why can't people just answer their phones!!!

They have sent me a gents mountain bike so completely wrong actually!!

hjb123

Great to hear that they have got you sorted out. Are they arranging for a new one to be delivered and the old one picked up? I assume they realised their mistake?

You would of thought that companies would answer their phones or at least get back to customers who leave messages on answerphones wouldnt you! But hey they must not have heard of good customer service!

Astaroth

The "problem" with some online stores is that they are nothing more than a part time second income for individuals and so do not have the backup of members of staff etc to answer/ return calls from customers. The benefit of cause is the fact that they have minimum overheads so can give good prices but are a pain if things go wrong... that isnt to say that they are necessarily bad just cant give the support people think they deserve.... some fix it using a call answering service but generally these arent really much better than an answerphone service for after sales support.

babydaisy

Just a general update on this matter

They did send me another bike but I had such problems with it that I returned it to them for a full refund & they have only just refunded my credit card

I then went to an independent local bike shop run by a lovely couple who got me the exact same bike, assembled it perfectly, even put a lovely bell on it - have an amazing aftersales service policy where I will take it back for checking in a few weeks. And this was for £10 less that the internet "bargain" price.

My advice to people is unless you know what you are doing never buy a bike off the internet as it is far more hassle than it's worth and they don't seem to be able to get any better prices than your little independent retailer can.