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PostPosted: Thu Jun 06, 2013 9:25 pm 
Pumpy's Bear
Pumpy's Bear
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Joined: Mon Oct 10, 2005 10:03 pm
Posts: 8145
Location: Hereford
Helping a friend with a road build, on 12th May 2013 I ordered a Sram Rival groupset online. Payment was immediately processed.

Having not heard or received anything I followed it up with an e-mail 10 days later asking for an update. No response so two days later I gave a call. response was "we've replied to your e-mail (note - they didn't), expecting the chainset tomorrow then we'll get it out to you". Reassured, I waited.

Again, nothing received so followed up with an e-mail asking for an update. No response in a couple of days so gave a call (we're now 20 days in) which went something like:

Me - I'm following up my order

Them - yes, we spoke last week, we are still waiting for the chainset.

Me - ok, but it would have helped if you'd responded to my two e-mails.

Them - well, I'm telling you now aren't I.

Me - yes you are, but only because I have contacted you.

Them - we'll receive the chainset tomorrow and it'll be with you by Monday.

Me - great, can you confirm via e-mail that it's on it's way please.

Them - it'll be with you by Monday.

Me - I understand but I'd really appreciate you e-mailing me to let me know it's on it's way.

Them - ok.


I think where this is going - no e-mail, nothing received on Monday, Tuesday or Wednesday. So i contacted them again and asked for an update by 5 p.m. today. Nothing again which, by this stage wasn't a surprise.

I'm not sure if I'm being unreasonable but, 25 days after the order was placed and payment taken, I have received nothing and despite contacting on 5 occasions (3 e-mails, 2 phone calls) I have received no updates or expected delivery. Clearly every company can't be CRC/Wiggle but this seems too long.

Any thoughts from the Retrobike massive of how to proceed?


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PostPosted: Thu Jun 06, 2013 9:29 pm 
retrobike rider
retrobike rider
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Joined: Fri Aug 08, 2008 2:36 pm
Posts: 16748
Location: Yorkshire, England
cancel order and get money back. then name and shame.


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PostPosted: Thu Jun 06, 2013 9:32 pm 
Deputy National AEC
Deputy National AEC
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Joined: Wed Jun 04, 2008 4:43 pm
Posts: 5169
Location: Cumbria, England.
FluffyChicken wrote:
cancel order and get money back. then name and shame.

Doesn't sound good, as FC said and avoid in future.


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PostPosted: Thu Jun 06, 2013 9:33 pm 
Gold Trader
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Joined: Fri Aug 20, 2010 11:28 am
Posts: 5646
Location: Gorleston-on-sea (If there is a bright center to the universe this is place furthest from it
+1 For what Fluffy says :wink:


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PostPosted: Thu Jun 06, 2013 9:41 pm 
retrobike rider / Gold Trader
retrobike rider / Gold Trader
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Joined: Fri Oct 10, 2008 8:44 pm
Posts: 3584
Location: Wherever it is, I'm being just that little bit more Lance
If you paid by credit card get in touch with your card company asap to give yourself some protection. They'll probably just go ahead and reverse the transaction rather than wait for your bunch of clowns to issue a refund.


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PostPosted: Thu Jun 06, 2013 9:47 pm 
Pumpy's Bear
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Joined: Mon Oct 10, 2005 10:03 pm
Posts: 8145
Location: Hereford
Thanks chaps, paid by regular Paypal so have opened a dispute - we'll see how they like those apples.


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PostPosted: Thu Jun 06, 2013 9:50 pm 
Retro Guru
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Joined: Wed Apr 18, 2012 9:47 pm
Posts: 324
Location: Stratford upon Avon
What was the shop called?


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PostPosted: Thu Jun 06, 2013 10:01 pm 
retrobike rider / Gold Trader
retrobike rider / Gold Trader
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Joined: Fri Oct 10, 2008 8:44 pm
Posts: 3584
Location: Wherever it is, I'm being just that little bit more Lance
ededwards wrote:
Thanks chaps, paid by regular Paypal so have opened a dispute - we'll see how they like those apples.


If it's paypal that's linked to your credit/debit card rather than paid by balance or linked to your bank account then still worth getting in touch with your card company. They should offer you more protection than paychum.


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PostPosted: Fri Jun 07, 2013 6:30 am 
retrobike rider / Gold Trader
retrobike rider / Gold Trader
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Joined: Sat Jun 20, 2009 3:45 pm
Posts: 5261
Location: Birmingham
please tell me the shop is not in northwich and does not have the letters DH in it


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PostPosted: Fri Jun 07, 2013 6:56 am 
Pumpy's Bear
Pumpy's Bear
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Joined: Mon Oct 10, 2005 10:03 pm
Posts: 8145
Location: Hereford
Charlieboy28 wrote:
please tell me the shop is not in northwich and does not have the letters DH in it


No, it's not that one.


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