Ordered a Cube pre lockdown. , provisional date of 1st of June , keep phoning the shop ( three occasions ) and keep getting fobbed off ( not returning calls , moaning that they are v busy etc ) Im only trying to send £4K of business their way and im feeling less than impressed . Their whole tone on the phone is one of not giving a **** . Advice and tactics ? Cheers .
Being given the runaround by a bike shop
- Thread starter Exige260
- Start date
If you haven't paid any deposit or monies then go elsewhere, simply they are not worthy of your custom.
It's not a valid excuse, but they are probably fed up with pressure from customers due to the shortage of new bikes and not getting much delivery information from their sources for the same reason.
Lockdown and some good weather has created a huge bike buying boom and shortages with even second hands running out and overpriced.
.
What shop? They've probably got a good excuse for not delivering; but not for not even pretending to be helpful.
The bike was ordered pre lockdown , i phoned again today and they “ promised “ to fone back with an update , guess what. ? No fone call . No excuse for such shoddy customer service , gonna get my bike and then name and then never darken their retail doorstep again .
My last bike was bought from Evans with absolutely no problem , this time i thought i would give a local independent a go , use or loose etc , well lesson learnt .
My last bike was bought from Evans with absolutely no problem , this time i thought i would give a local independent a go , use or loose etc , well lesson learnt .
It sounds to me that they may need some form of "JOLT", possibly a solicitors letter, to send you back your money....
Andy
Tell them if it is not supplied by a certain date (depends how much longer you are prepared to wait) you want your deposit back and you will go elsewhere.
Depends if you are prepared to walk away and pursue a claim for the deposit if they get stroppy. (even if they cite terms and conditions that doesn't mean they are enforceable)- might need a small claims court.
Did you pay deposit by Card? ask your CC bank for advice - Perhaps make a claim via your bank for goods not supplied within a reasonable time- pre lockdown (3 months!) is an unreasonable time even allowing for current circumstances.
www.which.co.uk
Depends if you are prepared to walk away and pursue a claim for the deposit if they get stroppy. (even if they cite terms and conditions that doesn't mean they are enforceable)- might need a small claims court.
Did you pay deposit by Card? ask your CC bank for advice - Perhaps make a claim via your bank for goods not supplied within a reasonable time- pre lockdown (3 months!) is an unreasonable time even allowing for current circumstances.
Can I claim back a non-refundable deposit? - Which?
Only in certain circumstances can a business keep your deposit or advance payments, or ask you to pay a cancellation charge.
First you need to speak to your cycle to work scheme provider and inform them of the issue. Many providers allow for a change of supplier.
Next start communicating with the LBS in writing, email, letter or both. Outline all the details and in particular the agreed delivery date. You are legally entitled to request a refund if they fail to deliver within 30 days of purchase or by an agreed delivery date.
If they refuse you need to follow their complaints procedure, assuming they have one.
Depending on how you payed you can use the charge back scheme for Direct Debit you have 120 days from point of payment to make the claim through your bank. If you used a credit card you can use the charge back scheme for amounts up to £100 above that you need to make a section 75 claim through your card provider.
I can't stress enough to try and keep things amicable, don't make threats but be firm. There are free online templates for these letters.
Contact your local trading standards for advice.
Read up on the law most retailers won't have a good understanding of your rights so if it turns legal it's best you do. You are protected under the Consumer Rights Act 2015
Consumer Rights Act 2015
Sam
I am in a similar position in that I placed an order with a local electric bike specialist for a Cube bike in early May and was told at that time that my bike would produced during ‘build week 26’ (Ie. this week) I am therefore hopeful of hearing some positive news next week.
Exige260, maybe ask the shop if they can get a build week confirmation for your bike?
Exige260, maybe ask the shop if they can get a build week confirmation for your bike?
The build week was supplied and has now passed ( by 3 weeks ) , im going to pay them a visit tomorrow and demand to see a log of all their communications with Cube , i have a feeling that there will not be one . I have a feeling ( due to a past conversation) that they have ordered the wrong frame size and are lying to cover their mistake .
they could have sold it to someone else for a higher price and just left you to wait for another one to arrive which now could be months.
www.e-bikeshop.co.uk
they have stock but no cube bikes.
Electric Bikes | E-Bikes With 0% Finance – e-bikeshop.co.uk
E-Bikeshop are the leading Bosch, Yamaha, Mahle & Shimano electric bike specialists for Haibike, Orbea, Cube, Scott, Lapierre, Moustache & Raleigh eBikes.
www.e-bikeshop.co.uk
they have stock but no cube bikes.
I recon my local bike shop normally has just about the largest selection of Ebikes that I've seen but at the moment almost everything is out of stock, especially Cubes. Specialised Levo's are about the only ones available and I think that is because they purchased 400 around Christmas time, all with a spare battery.
The delay in getting your bike may not be the shops fault but the poo customer service is entirely wrong.
my latest bike is a cube acid and I pre-ordered it from Rutland cycles. It was due to be delivered January 2018 and I sold the bike I had at the time in anticipation of the new bike coming.
After several amended dates it eventually turns up nearly 6 months later than planned. (my choice of size and colour was the last to go through the production line)
Frustrating as it was, None of this was the shops fault, they had kept me informed and even offered me a loan bike while I waited.
Good customer service = customer loyalty, I will be visiting them again when I get my next bike.
my latest bike is a cube acid and I pre-ordered it from Rutland cycles. It was due to be delivered January 2018 and I sold the bike I had at the time in anticipation of the new bike coming.
After several amended dates it eventually turns up nearly 6 months later than planned. (my choice of size and colour was the last to go through the production line)
Frustrating as it was, None of this was the shops fault, they had kept me informed and even offered me a loan bike while I waited.
Good customer service = customer loyalty, I will be visiting them again when I get my next bike.
The good side is they will have to pay those costs as well, so even just mentioning a solicitor, can speed things up.....
Andy
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