I put two stars, as I believe there was no malicious intent. However, there is obviously some issues with how the company is organised & staffed.
Just three incidents of a terrible online & offline purchase experience:
1. My credit card was charged twice WITHOUT any information or consultation, for amounts and services/charges that were unclear of not communicated at all. This was despite Winstanley's having the opportunity to tell me when checking out online or in one of my two phone calls to them.
2. Bad choice of postage and delivery: my helmet & gloves were send to an address in Paris (postage 16 pounds) by normal postage. No sign for, no tracking.... they of course didn't arrive. I would attribute this to a one off bad decision; but they repeatedly insisted this was the best delivery choice.
3. Customer service: patchy. Never able to speak to the same person. Slow response to emails. When I tried to escalate and share what was a negative experience in a constructive way, they didn't want to know. Seems they don't want you to speak to a more senior person or discuss you feedback beyond platitudes.
They get the money and the orders in before they actually have the products...
... and then tell you a week later that they can't get the product. I handed over 1000 pounds for a week just to improve their cash flow to not receive a product they never had. (business model/approach seems to be familiar conduct reading other reviews, unfortunately too late!)
There are MUCH better online retailers, making much more effort. Winstanley's are definitely at the cowboy end of the scale.
Ordered a helmet from Winstanley's. The delivery was fast, but when I opened the box I had to discover that the item was wrongly labelled and they had sent the wrong helmet.
I phoned them and was told about their return/exchange process which I followed and returned the helmet by first class recorded delivery. I never received a confirmation form Winstanleys that they had actually received the item. This was last Thursday. However, I did mention on the returns form that I am going on holiday the following weekend and that I need the helmet before then. So essentially asking them to hurry the exchange process.
This Tuesday I received an email from Winstanleys telling me that the helmet I orginally ordered wasn't in stock until the following week. So, I phoned them again and changed the helmet to a different colour which was in stock and was assured by the lady I spoke to that I will have the item by Friday. Only to receive an email today (Thursday) stating that the helmet will be posted today by Royal Mail first class!
So, I phoned them again, as generally, unless an item has been sent next day delivery I will not receive the helmet before the weekend. The lady I spoke to was trying to be helpful, but wasn't really. She told me that they only send by Royal Mail first class and wouldn't post to an alternative adress (the one I am going on holiday to, within the UK) for security reasons... whatever they are?!
I have given two stars because everyone I spoke to had been friendly and trying to be helpful and I am still hoping that I will receive the helmet by Saturday morning... though the chances of that are quite slim.
I ordered some new brake cables from Winstanleys, and they were not in stock at the time of placing the order. The following day a follow up e-mail was sent with approximate times for them receiving stock of the cables from their suppliers being somewhere near the end of March. They arrived in plenty of time before the end of the month, great work on their part!
Speedy delivery, great customer service and a good selection bike parts on sale. Will definitely be using again.
Items ordered were a bit tricky, they sent out everything I requested; but it dribs and drabs. Can't remember if site said that all was in stock or not, but crucial item turned up too late and all had to be returned. I wasn't a dream customer and this was somewhat balanced at their end too... hence 3 stars.
we ordered a bike at www.winstanleysbikes.co.uk for our daughters birthday yet the bike we had ordered was not the bike we got, there were wrong handle bars cheaper brakes and no reflectors or no bell which was on the bike we ordered the bike in all was a big disapointment as timing was a issue with returning and getting our money back we reluctantly accepted the bike with a £5 discount they wouldnt even send us the missing accessories
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