Poor Customer Service - LEBC

[thewomble]

Hello Team - Has anyone else experienced somewhat poor customer service from LEBC?

I was down in London at the weekend and took the opportunity to pop across to Hampton Wick to visit 50 Cycles and LEBC. I was unlucky with the weather as it was pouring with rain at the time of my visit. I visited 50 cycles first and tested a couple of bikes which went well. I then headed down the street to LEBC to take a look at the KTM range and others. Now bear in mind the rain was pouring at the time. As I entered the door of LEBC the manager said I'll be with you in a minute, shooed me out of the door, locked the door and then went next door to help someone else with a test ride. I stood around in the pouring rain for 15 minutes then frankly had enough and gave up before heading back to the station to dry out.


It was disappointing as I wanted to try out the lovely looking KTM range, that I looked at longingly through the window as water dripped off my nose, but so be it. I've no Ebike dealers anywhere near me in Scotland so little chance of a test again.

 

[Kinninvie]

If they wanted your custom I would have expected them to at least have sat you down with a cup of coffee and explained why they were busy with another customer.
I think KTM should be starting some dealer training schemes judging by recent reports.

I used to work for JCB on the agricultural side and one of the first things we were taught was how to treat customers.

 

[Artstu]

That's in stark contrast to a shop I visited in Clitheroe, where I took my bike into the shop to shelter from the rain and have a look round whilst he got on with some repair work in another part of the building.

 

[LEBC Tom]

Hi, that was me, I'm very sorry, I am on my own at the shops. I have two separate shops to manage although side by side and its sometimes difficult to serve 2 or more customers at the same time. I had a couple with me as you could see who ended up buying a KTM from me, I did point out there was a coffee shop next door but I appreciate you aren't expected to know what to do and where to go to get out of the rain. I have to lock one shop and then go to other as with the greatest of respects I don't know who you are, my laptop ipad etc are there and I wouldn't expect you to keep guard, maybe I could have communicated the situation better, I thought and assumed you'd follow us into the other shop but I clearly didn't express you were welcome. I got this one wrong, apologies,

 

[Wander]

Hi, that was me, I'm very sorry, I am on my own at the shops. I have two separate shops to manage although side by side and its sometimes difficult to serve 2 or more customers at the same time. I had a couple with me as you could see who ended up buying a KTM from me, I did point out there was a coffee shop next door but I appreciate you aren't expected to know what to do and where to go to get out of the rain. I have to lock one shop and then go to other as with the greatest of respects I don't know who you are, my laptop ipad etc are there and I wouldn't expect you to keep guard, maybe I could have communicated the situation better, I thought and assumed you'd follow us into the other shop but I clearly didn't express you were welcome. I got this one wrong, apologies,

What a great response!

Too often we see people try to defend the indefensible.

Tom has hands up apolgised & admitted he got it wrong - well done Tom & LEBC.

 

[jackhandy]

Two shops, one manager & No staff?

Methinks Big Dave's spending too much on his Greek jollies

 

[KTM Bike Industries UK]

It was disappointing as I wanted to try out the lovely looking KTM range, that I looked at longingly through the window as water dripped off my nose, but so be it. I've no Ebike dealers anywhere near me in Scotland so little chance of a test again. A very poor show for LEBC.

If you let us know where abouts you are in Scotland, we can point you in the direction of a dealer locally where you can view a bike.

Regards
Tom

 

[thewomble]

Hi, that was me, I'm very sorry, I am on my own at the shops. I have two separate shops to manage although side by side and its sometimes difficult to serve 2 or more customers at the same time. I had a couple with me as you could see who ended up buying a KTM from me, I did point out there was a coffee shop next door but I appreciate you aren't expected to know what to do and where to go to get out of the rain. I have to lock one shop and then go to other as with the greatest of respects I don't know who you are, my laptop ipad etc are there and I wouldn't expect you to keep guard, maybe I could have communicated the situation better, I thought and assumed you'd follow us into the other shop but I clearly didn't express you were welcome. I got this one wrong, apologies,

LEBC Tom - Thanks for replying I understand the security issue. You are right you didn't mention about coming next door, nor incidentally did you ask me anything as I would have explained I'd emailed in advance before coming along. I would of course have waited next door if you'd said anything but you didn't and as you may recall it was pouring down so I only waited so long before giving up. I'm glad you got one sale out of that time. I guess customers are like buses and it was unfortunate that two of us turned up almost at once.
KTM Tom - I'm in Aberdeen where there's no local dealers. I think the nearest place is Edinburgh for any proper EBike dealership but not sure KTM are in Edinburgh.
Thanks for the replies gents.

 

[KTM Bike Industries UK]

we sell a lot of eBikes though these guys in Edinburgh.

http://www.edinburghcyclecompany.com/electric-bikes/ktm-electric-bikes/

and we have a good dealer in Inverness, and just opened another on in Dundee.

There is a dealer thinking about KTM in Aberdeen, but I'd have to check with out Northern Rep to see who that is and he's out on the road at the moment.

So if you have a local shop you'd like to use, we can see if we can send them a demo bike for you to have a play with.

Hopefully some options there for you.

Cheers
Col.

 

[LEBC Tom]

LEBC Tom - Thanks for replying I understand the security issue. You are right you didn't mention about coming next door, nor incidentally did you ask me anything as I would have explained I'd emailed in advance before coming along. I would of course have waited next door if you'd said anything but you didn't and as you may recall it was pouring down so I only waited so long before giving up. I'm glad you got one sale out of that time. I guess customers are like buses and it was unfortunate that two of us turned up almost at once.
KTM Tom - I'm in Aberdeen where there's no local dealers. I think the nearest place is Edinburgh for any proper EBike dealership but not sure KTM are in Edinburgh.
Thanks for the replies gents.

As I said Womble, I'm genuinely sorry I was already with another customer when you arrived and that I didn't clearly communicate to you what to do whilst I dealt with 'said' customer. I sense that my apology hasn't been accepted, I and the business are here to sell ebikes and there is nothing more than I would have loved to have done then sell you one. Again, hands up I got it wrong on this occasion.

Having just tried to speak to you in person it seems I wont be getting anywhere with this as you've just threatened you'll be putting on line here the conversation. I just wondered why we weren't given the opportunity to deal with the complaint before airing it here.

 

[Blackgold]

i tend to read more than post on this site but saw someone had poor customer servise from London Electric bike. I visit a couple of electric bike shops before I went up to London,many of them have no bikes and no idea about electric bikes.
I decide to go up to London both 50 cycles and LEBC are near to each other and had good stocks of bikes to try.
Tom at London Electric bike was a nice guy,very helpful and spent several hours with me,I tried several Kudos and KTM bikes,bought a Kudos mountain bike,he was very knowing about his bikes
I just cannot beleeve that you came all the way down from Scotland,trained all the way out to Hampton Wick and didn't have the gumption to ask Tom if he was going to be long or should have a coffee next door,the pub over the road did a good pint.
No wonder you called yourself Womble.

 

[thewomble]

As I said Womble, I'm genuinely sorry I was already with another customer when you arrived and that I didn't clearly communicate to you what to do whilst I dealt with 'said' customer. I sense that my apology hasn't been accepted, I and the business are here to sell ebikes and there is nothing more than I would have loved to have done then sell you one. Again, hands up I got it wrong on this occasion.

Having just tried to speak to you in person it seems I wont be getting anywhere with this as you've just threatened you'll be putting on line here the conversation. I just wondered why we weren't given the opportunity to deal with the complaint before airing it here, I thought it a little underhanded.

Thanks Tom - No point really continuing this conversation. You did indeed call my choice of posting what happened online "underhand" which was your wording not mine when we spoke. This did offend me when you phoned this evening as I don';t think anyone's ever called me that. I've no prior experience with your shop, and you none with me of course, but to be left in the rain without even taking a few seconds to ask who I was was poor service so I stand by my original post.

For the sake of others on the forum though I won't continue the conversation. It was an unfortunate thing that happened at the time. The danger with online forums such as this is that 1 customers poor experience can unfairly mask the good experience of 99 others. I am sure if I'd turned up at almost any other time on Saturday this would not have happened and the timing was just unfortunate. I won't of course be buying from LEBC due to the nature of my location but possibly KTM may still see my custom if I can get a chance to try one sometime.

 

[thewomble]

i tend to read more than post on this site but saw someone had poor customer servise from London Electric bike. I visit a couple of electric bike shops before I went up to London,many of them have no bikes and no idea about electric bikes.
I decide to go up to London both 50 cycles and LEBC are near to each other and had good stocks of bikes to try.
Tom at London Electric bike was a nice guy,very helpful and spent several hours with me,I tried several Kudos and KTM bikes,bought a Kudos mountain bike,he was very knowing about his bikes
I just cannot beleeve that you came all the way down from Scotland,trained all the way out to Hampton Wick and didn't have the gumption to ask Tom if he was going to be long or should have a coffee next door,the pub over the road did a good pint.
No wonder you called yourself Womble.

Rather rude post Blackgold. Tom didn't ask me anything when I was at the shop door. I was shown out and the door locked. I did not know I could wait in the other part of the shop next door as this wasn't mentioned to me. I'm glad that you had a good experience.

 

[berkobennie]

To maybe redress the balance a little bit, my dealings with LEBC, have always been excellent. Spent ages chatting with Tom at Redbridge, really helped with positive observations and advice. They have been prompt in contacting me about the purchase of my KTM and arranged a mutually convenient time to collect the bike.
I wouldn't hesitate to purchase from LEBC when the time comes round again.
Perhaps that's the approach we need to take, book an appointment for test rides rather than just turn up and hope, that's been my experience when buying a new car as well.

 

[Blackgold]

Wombles come from Wimbledon,not Scotland !!!!!!

 

[JohnCade]

To maybe redress the balance a little bit, my dealings with LEBC, have always been excellent. Spent ages chatting with Tom at Redbridge, really helped with positive observations and advice. They have been prompt in contacting me about the purchase of my KTM and arranged a mutually convenient time to collect the bike.
I wouldn't hesitate to purchase from LEBC when the time comes round again.
Perhaps that's the approach we need to take, book an appointment for test rides rather than just turn up and hope, that's been my experience when buying a new car as well.

He wrote that he did email in advance.

 

[berkobennie]

Sorry, missed that as it was not in the OP. Sending an email doesn't sound like booking an appointment though.
I think you have to cut dealers a bit of slack, they must get loads of contacts who do or don't show.
If you book a day and time, best for all concerned.