faulty bike, delay in replacing

pinksapphire83

Hello, I am hoping for some advice.


I have read the pages on the main site, but cant see anything that relates to my problem.

22nd april I purchased a bike online from WinstanleysBikes,
I called before ordering to find out delivery times and was told a week.
23rd april first email to me confirmed my bike would arrive on or before the 30th april.
1st may an email said new delivery date for it was the 7th May
8th May another email said new delivery date was the 14th may.

15th May The bike arrived

It had instructions for a BMX, this was a classic bike, i called customer service, they said the company dont produce instructions for each bike, and too look on u-tube or pay a professional to build it.
I persevered for hours as nothing on u-tube was for my model of bike, finally realised that it was faulty ..... the fixing hole on one side of the fork was 2mm smaller than the other, and the wheel wouldnt slot on.

I complained the next day, the customer service team took a couple of days to 'consider' the problem , and then told me it would be collected, i have arranged this for tuesday 20th April, and have been told the new one will be despatched when this one is returned.

I explained that this wasn't good enough, and asked to speak to a manager, as i wanted the new bike sooner, and asked for them to pay to have it built for me. i was told they work as a team and dont have manager, she would speak to the team but anticipated the answer to be no.

So that means 3 days i will have waited for couriers, and over a month for a bike that said 7 days.

I still really want the bike as this was the cheapest place to get it.

What are my rights?

neilmcl

What bike is it?

They are not obliged to give you a replacement until they've received the faulty one, it may in fact not be faulty at all.

hollydays

The company rep posts on trust pilot- try posting there also

pinksapphire83

its a viking bike, it is faulty... 100%

what does your comment mean hollydays?

hollydays

http://www.trustpilot.co.uk/review/www.winstanleysbikes.co.uk

pinksapphire83

thanks, i have posted a review, wish i had read that site before ordering.

also strange how i was told no mangers exist and yet people on that site mention speaking to managers!

hopefully my review on there will get me the outcome i desire.

still interested if anyone knows my rights though?

mije1983

pinksapphire83 wrote: »

still interested if anyone knows my rights though?

I'm not 100% sure what you mean? Your rights regarding which part?


If you are asking regarding the fact they won't ship a new bike out until they receive the old one back, then that is a perfectly reasonable (and normal) thing for them to do.

If you are asking regarding them paying to have the bike built, do they offer this service? If not, and they stated that the bike would need building at the point of order, I don't think you have much chance of them agreeing to it. They may possibly give you some money off the bike as a goodwill gesture towards the cost of paying someone to build it for you, but I doubt it will be the whole cost.


You say you still want the bike as it was the cheapest price? If that is the case then you will have to wait for them to receive the faulty bike before they send out a new one. If you can't wait, then ask for a refund and shop elsewhere.

Good luck.

ThumbRemote

If they are being difficult, just get a refund and buy elsewhere.

They may be the cheapest, but is it really worth the hassle?

Bantex_2

Buy from a decent local shop where they will put it all together for you and make sure it is properly set up. Cheapest is quite often not the best value.

pinksapphire83

its more the fact they told me one week, for delivery, had it arrived faulty three weeks ago, i wouldnt mind waiting another week for replacement....
its the bank holiday this week and had plans to go out, which now i have to cancel.