June 23, 20205 yr 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 shit . Advice and tactics ? Cheers .
June 23, 20205 yr If you haven't paid any deposit or monies then go elsewhere, simply they are not worthy of your custom.
June 23, 20205 yr 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 . 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. .
June 23, 20205 yr What shop? They've probably got a good excuse for not delivering; but not for not even pretending to be helpful.
June 23, 20205 yr Author 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 .
June 23, 20205 yr 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 . It sounds to me that they may need some form of "JOLT", possibly a solicitors letter, to send you back your money.... Andy
June 23, 20205 yr 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. https://www.which.co.uk/consumer-rights/advice/can-i-claim-back-a-non-refundable-deposit?wgu=5665_16644_15929371445852_cc1b23c1b6&wgexpiry=1600713144&utm_source=webgains&utm_medium=affiliates&utm_content=4551&source_code=314AGJ
June 23, 20205 yr Deposit paid and voucher issued for cycle to work scheme . 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 http://www.legislation.gov.uk/ukpga/2015/15/contents/enacted I hope you get sorted soon and get your bike. Sam
June 23, 20205 yr 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?
June 23, 20205 yr Author 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 .
June 23, 20205 yr 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. https://www.e-bikeshop.co.uk/ they have stock but no cube bikes.
June 23, 20205 yr 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.
June 23, 20205 yr No comfort to anyone who's paid their deposit yet is stuck without a bike at the moment but there is something positive about the thought that for once, bike sales this year have vastly outstripped demand.
June 24, 20205 yr 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.
June 24, 20205 yr Solicitor's are a bad idea, the costs will likely out do any deposit paid. The good side is they will have to pay those costs as well, so even just mentioning a solicitor, can speed things up..... Andy
June 24, 20205 yr 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 http://www.legislation.gov.uk/ukpga/2015/15/contents/enactedExcept they aren't and if you don't understand the reason why perhaps you shouldn't be quoting law which has no relevance. Exige260 there is a national shortage of bikes at the moment. You will get nowhere with all these threats of solicitors, demanding your rights, trading standards etc. etc. Best you will get is your money back, lots of stress and no bike, then will have an even longer wait. Despite what Andy-Mat says in the real world you are unlikely to get solicitor's cost repaid. Take the advice that zoros and spitz have given, pop into the shop, be nice and talk to them. These bike shops are run by real people and you will get much further being nice than nasty.
June 24, 20205 yr Except they aren't and if you don't understand the reason why perhaps you shouldn't be quoting law which has no relevance. Exige260 there is a national shortage of bikes at the moment. You will get nowhere with all these threats of solicitors, demanding your rights, trading standards etc. etc. Best you will get is your money back, lots of stress and no bike, then will have an even longer wait. Despite what Andy-Mat says in the real world you are unlikely to get solicitor's cost repaid. Take the advice that zoros and spitz have given, pop into the shop, be nice and talk to them. These bike shops are run by real people and you will get much further being nice than nasty. Been using this method for most of my 70 years on many transactions. IMO a sledgehammer rarely works, subtlety has worked though. Get the deal sorted hopefully to your satisfaction and only then do the shredding. (In my first life, 32 years man and boy in auto engineering dealing with lethargic suppliers)
June 25, 20205 yr Author So the bike shop says yesterday that they have contacted Cube ( now bear in mind the bike was ordered in Feb and allocated a build slot of early June ) and they have said oh sorry the production of the model ordered has been cancelled and there will be no more available EVER and there are NONE out there in bike retail land . 2021 models may be available in August and you may get one of those , maybe. To add insult to injury the first payment via the cycle to work scheme has been deducted from salary as the voucher had been issued . Im absolutely fuming and someone is lying to me and i will find out who it is and they will pay . The whole thing is a massive cluster fuck.
June 25, 20205 yr So the bike shop says yesterday that they have contacted Cube ( now bear in mind the bike was ordered in Feb and allocated a build slot of early June ) and they have said oh sorry the production of the model ordered has been cancelled and there will be no more available EVER and there are NONE out there in bike retail land . 2021 models may be available in August and you may get one of those , maybe. To add insult to injury the first payment via the cycle to work scheme has been deducted from salary as the voucher had been issued . Im absolutely fuming and someone is lying to me and i will find out who it is and they will pay . The whole thing is a massive cluster ****.Wouldn't surprise me if the bike shop is telling the absolute truth. There seems to be few Cube e-bikes currently available anywhere in the UK. Anyway why bother pursuing a fruitless journey to "and i will find out who it is and they will pay"? Why not move along, obtain a bike from somewhere else and get out enjoying the sun?
June 25, 20205 yr Wouldn't surprise me if the bike shop is telling the absolute truth. There seems to be few Cube e-bikes currently available anywhere in the UK. Anyway why bother pursuing a fruitless journey to "and i will find out who it is and they will pay"? Why not move along, obtain a bike from somewhere else and get out enjoying the sun? I suspect I will get slated for this but my experience for what it is worth is that my "less than able" sister in law did a bit of local searching for less than two weeks and came up with what appears to be an excellent Raleigh Motus off the shelf in a local company who had just taken delivery of a decent amount. Don't laugh as she is very pleased and unconcerned that it isn't the most popular make anymore.
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