Good in places - but not "customer" focused e2e and a bit inconsistent where strengths exist
Good: -Measuring my fit on arrival for my new frame -Polite staff (especially younger set) -Knowledge / skill of staff -Very fast and supportive turnaround to complete the build of my new bike when I needed it, 1-day superb! proved to be a real life saver.
Room for improvement: -Member of staff that I ordered the C59 frame from did not advise of delivery timescales (12 - 16 weeks), I only got this info 4-5 weeks after chasing from another member of staff, and the answer was really - it's standard and we can't tell you when it will arrive... -Call backs weren't realiable when I could not reach the member of staff I bought he bike from -I was asked to pay a 10% deposit (fine), and I gave my card details to the member of staff I bought the bike from over the phone some days later after ordering. However, the deposit was never actually taken(!), when I came to pick the bike up I had to pay full ticket price. I was not accounting for this in that financial month, an extra £350 is not small change. -My bike was scratched (under the forks) when I sent it in for build completion (small scratches, but they are deep enough to have hit the primer); -My new frame was received without a hole in the bottom bracket for the front-d cable to aid the build process which ultimately delayed my build so I had to bring the bike in with days to spare before leaving or my trip. Looked like the hole had been painted over. Sigma maybe should have checked this, Colnago is at fault though - I trust this will be fed back to them? -Prices not competitive for components, compare with good online retailers -Seemingly grumpy staff at the main downstairs counter, (not the younger ones, they're more upbeat); basically I'm buying a £3.5k frame and I'm being treated like I'm buying a pack of batteries for £3.50!!! the staff member appeared quite bored / not interested in me as a customer... certainly didn't feel special as you should do, right?
Kind regards Pete Seddon 07917201057
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