I brought a bike on line after readying the good reviews, now a component has failed well within the warranty period (4 mths), they have refused to investigate the issue. they say the warranty is withe the manufacturer so they won't do anything themselves. A couple of long emails from them which i assume they use for all warranty claims are disgraceful, if you re in position to take it back to the shop fine but if you buy on-line unlucky .I replaced the component myself for £20 so not to omuch to ask of them
I needed a spare part for my CycleOps turbo trainer and had tried various retailers without even getting an acknowledgement. tried Rutland Cycles who answered very quickly and have gone out of their way to find the part for me and free of charge. you cant fault a business for that sort of service and i wont hesitate to shop there in future. many thanks to them and especially Tim Harris.
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.
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.
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...
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...
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.
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)