Alan Bennett´s profile

Reviews (2)

Merlin Cycles Ltd

Poor level of customer servoce

I ordered a Sensa Giulia Supremo via the Merlin Cycles website. I was aware of the 21 days delivery lead time which was accepted. I phoned the shop at the 16 day point and asked for an update and was told it was due in the next day. I called again at the 20 day point to be told the same again. On the 22nd day I phoned and was told it was with the mechanics and would be leaving the next day. I called again on the 25th day and was told it was ready and did I still want it. I was nearlr tempted to say "no" but accepted delivery and it arrived on the 26th Day. Now you might be thinking I am nit-picking, my point is, not once did customer services initiate contact with me and on the fancy website order history, my bike remained "in picking" right up to when I received it. nobody minds delays, as long as we are kept informed, sadly Merlin Cycles get a 0 out of 10 from me for communication.

31 October 2013

Reply from merlincycles.com

Hi Alan

Sorry to here that the purchase of your bike has not given you the smooth and happy transaction that it should be.

Sensa have just launched there new 2014 bikes and this has extended lead times a little, that said it is no excuse not to have kept you informed.

I will look into this with the manager and I am sure we can help resolve it and help restore your faith with us. I will be in touch in the next few days through your account contact details

With regards
John

4bathrooms

High delivery charges

On checking out with my order for a bath and tap set costing £240 I was hit with a delivery charge of £69, a bit different from the customer in Scotland who was praising the delivery of your company. I am presuming I am being penalised for living on the Isle of Wight, a part of Mainland England. Royal Mail do not charge extra for delivering here, neither do many other carriers

10 January 2013

Reply from 4bathrooms

Hi Mr. Bennett,

Unfortunately, we are charged considerably more for shipping pallets via ferry from the mainland and we have found this to be the case with most pallet carriers. Our parcel rate for smaller items is inline with mainland rates, however.

We do subsidise all our delivery costs, in most cases our published delivery charges are actually lower than the true cost of delivery to ourselves. We feel that by not concealing delivery charges - for example, by artificially inflating product prices - we maintain a fair and transparent pricing structure.

The total cost of purchasing like-for-like goods from ourselves, with delivery charges included, should be lower or at least a match with any of our competitors in most cases. Please let us know if you feel this has not been the case.

Wishing you all the best for the new year,

Rob,
4bathrooms

Alan Bennett´s profile

profile image of Alan Bennett
Alan Bennett
Reviewer
1952
Northwood, United Kingdom

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