Unable to return faulty bicycle, need help

Ergates

cidfenmaria said:

they received my email and replied they will resolve within 48 hours, which was 9 days ago, the response sounds quite apologetic. few days later I managed to speak to a telephone operator once after a number calls, they mentioned will pass to a certain team.

I start to feel it's not quite likely they would resovle this therefore I take the chance to ask.

If it's a fault (e.g. warped brake disk/wheel), then they should pay for the return postage.   However, they might want to take a look at the bike first - so might want you to pay for the return postage, and then refund you that (and then either refund you in full, or send you back a fixed bike) if when they've confirmed it's faulty.

As others have suggested - I would strongly suggest using a local bike shop in future.  If you are looking to save money, look into 2nd hand bikes - you'll get a far better bike spending £200 on a second hand bike than a new one - bikes age far better than a lot of things (e.g. cars).   You'll also get far better service and advice.

k3lvc

cidfenmaria said:

(ordered from ejogga.com, paid by credit card, price £199 if that helps)

Ah - that well established drop-shipment company run from a living room in Woking

£199 from them certainly won't be getting you a £699 equivalent bike from anywhere else as they're suggesting

Looks like you'll be in for a battle for your £40 as I can't imagine their understanding of UK Consumer Law will be high given their T&C's Terms & Conditions - Ejogga

cidfenmaria

I'll buy from a bike shop from now on. But broadly speaking I believe a relatively cheap bike does not mean you will get a faulty bike. Someone above says "life is short". that's the reason I went for halfords, if it got fixed then it proves no major quality issue and would not bother. when I bought the bike online I know the difference of cheap/expensive bike: frame material/weight/shifter/wire/cover make, etc. I have another bike under £150 and now is around 10 years old and is working perfectly I'll live with the minor issues if a cheap(relatively) one is functional as a bike.

Ergates

cidfenmaria said:

I'll buy from a bike shop from now on. But broadly speaking I believe a relatively cheap bike does not mean you will get a faulty bike. Someone above says "life is short". that's the reason I went for halfords, if it got fixed then it proves no major quality issue and would not bother. when I bought the bike online I know the difference of cheap/expensive bike: frame material/weight/shifter/wire/cover make, etc. I have another bike under £150 and now is around 10 years old and is working perfectly I'll live with the minor issues if a cheap(relatively) one is functional as a bike.

Definitely - a cheap bike should still not be faulty from day one.  The components won't be of particularly high quality which, depending on how many bells and whistles the bike has, will probably become more apparent over time.  But it should still at least *start* in good shape.

born_again

Our Story

The Ejogga Warehouse has been a prominent name in the UK Fitness Industry for over a year’s Based in Working, in Manchester, we’ve grown our loyal customer base from humble beginnings in one retail store to now span the entire continent online. Our customers bring their fitness home from all over UK.

Anyone found where "Working" is in the UK 🤣

Ergates

born_again said:

Our Story

The Ejogga Warehouse has been a prominent name in the UK Fitness Industry for over a year’s Based in Working, in Manchester, we’ve grown our loyal customer base from humble beginnings in one retail store to now span the entire continent online. Our customers bring their fitness home from all over UK.

Anyone found where "Working" is in the UK 🤣

Somewhere on the "entire continent"

user1977

born_again said:

The Ejogga Warehouse has been a prominent name in the UK Fitness Industry for over a year’s Based in Working, in Manchester...

Anyone found where "Working" is in the UK 🤣

Their registered office is at

18 Jelley Way, Woking, England, GU22 9FT

so the Mancunian quarter of Surrey I guess.

They seem to have fitted their warehouse into a newbuild townhouse.

And when the sole shareholder/director isn't flogging bikes, she's also starting up some sort of care home company:

https://find-and-update.company-information.service.gov.uk/company/12855958

cymruchris

They appear to have only around 10-12 items for sale across the entire site - which show no matter which heading you click.  It's going to be a bit of an uphill struggle to get your £40 back I think - but you can but try. In their terms and conditions there's no mention of reporting a fault within 24 hours. Damage yes, but faults no. If something is out of true/balance - that's not damage but a faulty component. Damage to me is if the box has had a big whack and the whole thing is dented and warped. If on the surface everything looks fine, and it's just not performing properly - that's more likely a fault than damage. Anyway - do let us know how you get on. 

the_lunatic_is_in_my_head

cidfenmaria said:

paid by credit card, price £199 if that helps

S75 cover on this surely?

Assuming recently is less than 6 months a full refund is due, trader should cover the costs of return and goods are taken to not conform (have an issue) unless demonstrated otherwise. I'd not bother with the retailer and just raise a S75 claim with the card provider.

cidfenmaria

cymruchris said:

They appear to have only around 10-12 items for sale across the entire site - which show no matter which heading you click.  It's going to be a bit of an uphill struggle to get your £40 back I think - but you can but try. In their terms and conditions there's no mention of reporting a fault within 24 hours. Damage yes, but faults no. If something is out of true/balance - that's not damage but a faulty component. Damage to me is if the box has had a big whack and the whole thing is dented and warped. If on the surface everything looks fine, and it's just not performing properly - that's more likely a fault than damage. Anyway - do let us know how you get on. 

Great thanks for your input. Imagine if they do specify 24 hours fault policy would that really be reasonable? not everyone (perhaps most people) has the time to check/set it up immediately, especially delivered on a week day. Not to mention the fault can only be decided after adjustment as you need time to rule out incorrect installation?