Ordered a pair of Altura Attack trousers from them on 21/11/13 which where listed as being in stock and still haven't received the item. They seem to be trying to pass the blame onto Royal Mail but they didn't send me a dispatch email until the 29/11/13 and even then there was a link to track the item that didn't work because as I found out today (3/11/13) "If you received an email advising that it could be I am afraid this was sent in error."
They're not getting much right are they? I'll stick to Chain Reaction or Merlin Cycles from now on I've never had any problems with either of them in over 15 years.
Having been in the market for a new mountain bike for some months, I'd done my fair share of online research. I'd been reading magazines, blogs, specialist sites, asking questions on forums and generally convincing myself I really needed to buy something fairly top end. What convinced me was a few experiences with these guys.
Firstly I'd bought a couple of items from them over the years as they've always had great deals.
Second was a visit to one of their stores where, despite it being a busy Saturday afternoon, one of their salesmen spent a relaxed 30/40 minutes talking me through dozens of drool-worthy bikes - without ever trying to push me towards anything. Ibis, Yeti, Lapierre, Orange, Giant, Trek, Specialized and a few more were shown and discussed.
Third was when I called and enquired about an extended demo. Again, loads of bikes discussed but I wasn't dissuaded from the Yeti SB66 I had on my mind. It turned up promptly - and practically new. I took it to Switzerland for a weekend, loved it and ordered one immediately upon returning.
Fourth was the prompt service and great price I received when buying the bike.
All in, I've been incredibly impressed, throughout. I'll certainly be continuing to avoid the big chains and massive online warehouses!
I've shopped at Rutland Cycling for years and can't recommend it highly enough. The staff are always really friendly and willing to help. They have a great level of knowledge and you feel like you can trust them to give you an honest opinion rather than just try to flog you the most expensive product! They have a good range of products, carrying many of the well known brands. They also provide some great services, from bike maintenance and servicing to running bike maintenance workshops for you to do your own. They also have a regular chat open on Facebook where one of their experts will answer all your bike related questions. In addition to this many of their staff lead bike rides. I went along for the Parent & Child Breeze Rides for months and we loved it. All in all a great business run by a dedicated team.
I needed a new bike rack as my existing one didn't fit my new car.
Not knowing where to start I sent Rutland Cycling an email (as I'd bought bits from them before). They got back to me same day and we arranged a phonecall where one of their guys talked me through the options.
He was obviously an expert but I didn't feel like he was trying to sell me the most expensive option - just what was right for me.
Eventually I went for a Thule 3 bike rack which was delivered promptly and has been perfect for my needs. I'll certainly be buying form them again.
This is the story of my online order so far, still ongoing:
Sep 12: bike "in stock" ordered online, got order number, paypal payment
Sep 17: emailed them to ask for order status - NO ANSWER YET
Sep 23: second email to them - NO ANSWER YET
Sep 23: service phone "all lines busy" all day long, msg left on a.m. - NO ANSWER YET
Sep 23: tried to contact via twitter
Sep 24: they promised to call back ASAP - NO ACTION YET
Sep 25: I canceled my order, now waiting for refund - we'll see
I'm not sure if their customer service really exists.
UPDATE Sep 26: finally, almost 2 weeks after placing the order, they contacted me. at least, refunding was fast
I made my order on Wednesday and by the following Tuesday i get a email saying my order is not in stock so I wont be getting it, even though it still shows that it is still in stock on the site.
I also made orders from chain reaction the same day and another four items from chain reaction on Sunday night and I have them all in my hand before
Rutland cycling decided to let me know about their stock.
Very Very poor service and will not ever use this company again.
These guys have a huge range of products. I was able to discuss loads of different bikes and helmets at my price point (£1000-ish road bikes, £70-ish helmets). They know what they're talking about, point out pros and cons of different options, and don't push any particular brand.
I chose a Giant Defy 1, and ordered it on Tuesday 10/9. They could have got it all set up, tested, and delivered to arrive on Monday 16/9, but were happy to make sure it arrived on Tuesday 17/9 so that it was easy for me to work from home. It arrived exactly as planned.
Came out of the box in perfect condition - plenty packaging, bubble wrap, etc - and also all the documentation. (My 2yo daughter saw it come out and, unprompted, shouted "New bike. Wow. Stroke, stroke", before giving it a cuddle!) Everything was tuned just right - I just had to tighten up the handlebars from the transit position and attach pedals (as per the instructions given to me when I ordered). For some reason, Giant ship this bike with a pair of naff pedals, so I didn't attach them and put on my usual ones instead.
The bike is a dream to ride, by the way. It lives up to all those crazily good reviews.
I had found a bike that I liked and ordered it on a Sunday. This is what happened:
Sep 1st: order number received
Sep 1st: Confirmation of order and payment
Sep 3rd: Order has been charged to credit card
Sep 4th: Apologies and promise that bike will be despatched in a couple of days
Sep 5th: Update that bike will be sent within a couple of days
Sep 10th: Bike will be despatched tomorrow
Sep 12th: Your order has been despatched
Sep 12th (later): Apology, bike will be despatched tomorrow
Sep 13th: Bike is out of order
In the meantime they also updated their website after which I could no longer log in to see my order status (it never changed from awaiting confirmation).
I'm still waiting for a refund, but have lost all trust that they know what they have in stock, or when they will process an order.
Updated: Money was refunded on September 18th, which is amazingly fast considering how long time it took them to find out that they didn't have the bike...
Mick Hone found this review useful
I'd been looking to upgrade to a new road bike for a while. I wanted a full carbon frame for lightness and a premium brand. After some careful consideration the Scott CR1 Comp was on my shortlist. I'd also been looking to take advantage of the end of season sales and was pleasantly surprised to see some big reductions from the original price of £1599. I missed out on one or two opportunities elsewhere on the web but persistence eventually paid off: I found a CR1 with the right frame size for me at Rutland Cycling for £1262.99. Some may find it understandably daunting to buy a bike online but provided you do your homework i.e. measure yourself and even check the bike size recommendations with the bike manufacturers website you can't go wrong. So, armed with all this info I placed the order. Communications with Rutland were excellent: two emails plus a phone call to confirm a convenient delivery date. The member of staff I spoke to was friendly, courteous and informative. So, my new Scott arrived on Friday as promised and in good time. It was well packaged, loads of bubble wrap and a bag with receipts, owners manual etc. A thorough examination confirmed the bike to be set up and 'ready to ride', once I adjusted the handlebars from the transit position, fitted my Look pedals and other bits of kit. A test ride round the block confirmed everything was set up OK. I have since been on a 30 mile ride around the Lincolnshire countryside now I know my decision to buy this bike has paid off. It rides superbly, very comfortable and the acceleration through the gears is astonishing. In short, I love my new Scott. And having seen on Google Earth Where Rutland Cycling is located, I'm tempted to drive down there sometime for a ride and thank them personally. So, thanks to Rutland Cycling for a great bike and great service
Bought some spare parts, including a low-cost track pump. Don't bother, it really is a case of you get what you pay for: cheap, nasty, Chinese-made rubbish. Looked poor-quality, badly engineered, damaged valve, naff connector ... and it didn't work!!!
Thankfully the infamous Rutland Cycling customer service came to the fore and they agreed to replace it with something else without question...
at first good site, then I notice prices keep creeping up, so if you see something either buy it now or wait til 2 months when they lower it again for a few days
also contact is poor when you have questions, takes days to reply and sometimes not at all. very silly for a company that sells products that people will definitely have questions
I have to say Rutland have some superb prices and honours them, unlike some retailers who email you back with a sorry not in stock etc etc, or who advertise sale offers only to say currently out of stock for weeks with no intention of restocking.
I have ordered items at unbelievable prices thinking that they will be rejected from my basket at some stage, but no they were processed.
Thank you Rutland Cycling
Sent me wrong bike with no packaging. I sent it back how I received it and it got damaged so it was my fault and fifty pound was taking off me. Said I should have packaged it properly even though they didn't. Would not recommend or use again
After many hours considering brands, components and budget I stumbled across a cracking Diamondback MTB on the Rutland website. Bought with a great Summer voucher code and delivered in perfect condition within 72 hours.
Absolutely delighted with everything. Definitely my biking shop going forward. Looking forward to visiting the Grafham store in the near future.
A friend forwarded me a copy of their special deals newsletter whilst I was on holiday. I ordered a bike stand asking for it not to be delivered until after I returned from holiday. It was delivered as I needed, fantastic product and I'm happy to now be a customer and will use them for all my biking needed :o)
Excellent service,ordered Fri arrived Tues.Bike was at least £80 cheaper than other websites,price-wise good solid bike had to part assemble but even a no hoper like me managed it,also good to know there just an email or phone call away,pity can only rate 5 stars.
Nice bike for the price what I paid. very reliable and nearly whole cycle was assembled the only thing was not adjusted was gear which I have paid Halfords to get the gear adjusted which I didn't expected other then that it's good bike and I would recommend to any one.
I'd like to thank the Rutland Cycling team for helping with the purchase of my Rockhopper and accessories. I thought it worthwhile to request all accessories be fitted before delivery - I would have had a great time fitting the trip computer and child seat myself! Thanks again, worth speaking to them for any of your cycling purchases.
I have not had a bicycle since 1981 and was not entirely sure what I wanted. The staff were incredibly helpful and knowledgeable and I felt very confident in my purchase.
They tracked the item for me after purchase and gave me an exact delivery day and provided excellent after care service.
I thoroughly recommend!
I have ordered a few things from Rutland Cycling over the years. Not regular but spread apart enough to be confident about the consistent service and value for money. As everyone does, I typically shop around the usual suspects and sometimes Rutland are not always the cheapest. However, I have felt dupped a couple of times when ordering some stuff from others which does not include what I was expected i.e. "marketed / sold slightly differently to be slightly cheaper. Never had any trouble with Rutland Cycling. Fast turnaround, everything arrives as expected and always of good quality. Would recommend to anyone.
Some Club members mentioned on our Yahoo, site about the maintenance stands that they were using. Some where too expensive, for just single bike work. But this one listed as a Raleigh one. Was looking good value. When it arrived so soon, I thought that I'd been sent a Manfrotto Tripod, it was so good and solid. To enable me to work on my Moulton bikes, I have made an adaptor, the threads through the frame at around the centre of balance, so making the bike very easy to work on.
Bought a bike online. They took the money and then a few says later said that they didn't have any of in stock. Easy mistake to make I suppose....... Anyway, I chose another bike while on the phone to them (of the same price) which they then charged me again for. I've now been calling for just under a week to try and get a refund but no one ever picks up. To add insult to injury they left out a couple of bits of the bike when sending it so I'm going to have to buy them too.
Impossible to get hold of, barely respond to eba
Best review comment I can make is that I would not hesitate to buy from them again. Nuff said.
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