(Sorry it's a bit long, but please read)
A little while ago in May 2013, I needed to buy something for my bike. After a quick Google search, I found the part I needed on Discount Bicycles. It was the cheapest I could find and it said that it was in Stock on their website. I placed the order and paid using PayPal, the order page I was on said the item would arrive in 3-5 working days. The first thing that I thought was a bit odd, is that I didn't get a confirmation email of my order. This meant I didn't know the order number or when it would be dispatched. At the time, I thought nothing of it.
A week passed and still I had not yet received my order. I pinged off an email to the company asking where it was. A couple of days later I still had not received a response, so I deiced to give them a call. The man I spoke to wasn't very helpful. I asked for my order number, which he gave me begrudgingly. I also asked for my order confirmation to be emailed to me (that never happened) and inquired about when I would receive what I paid for. I think he plucked a number out of thin air and said it would be sent in 1 working day, and that I would have it by the weekended. Needless to say it didn't arrive by the weekend, I gave it a couple more days and rang them back.
I spoke to the same person as before; however, this time he was very rude and didn't want anything to do with me or my order. I asked again where it was, he said it was out of stock with them and their suppliers and would be another SIX weeks before I received it! I questioned him on what he said before and also asked why it said it was in stock on the website. He said something along the lines of "I think you better leave it now, I can't be bothered with this". When I began to express how unimpressed I was with his customer service, he simply slammed the phone down on me.
I sent a further email that same day, saying what had happened and that I wanted a full refund so I could take my business elsewhere. A few days later and this email was not responded to. Again I called up, this time I phoned a different department. I asked for a complete refund of my money. I also asked why my emails had not been responded to. They just said, "oh they must have slipped the system". Thankfully I did receive a refund within 24 hours.
In total, this whole thing took about 3 weeks; from the day I placed the order to getting a refund. This was 3 weeks off the bike! Nobody minds problems, it's how they're dealt with. I was very reasonable with my requests and didn't get angry or shout at them on the phone. I believe I was treated unfairly and not as a customer. They should have informed me straight away when they knew it was out of stock and not let me contact them.
Discount Bicycles DO NOT deserve anyone's business and shouldn't be trading as a bike shop. I am very surprised they haven't closed down already, judging by other peoples reviews of similarly bad experiences. I will never be buying from them again and unless something is drastically done about they're customer service I don't think may other people will reorder from them in the future. My recommendation, order from the bigger and better companies like Wiggle, Evans and Chain Reaction.
I have bought things from Wiggle on several occasions. I have never had any issues with them. They post items quickly, package things sufficiently and even include mini Haribo Sweets packs with every order. Their customer service department is also very good, they get back to emails very quickly and are all very knowledgeable. Product range is also pretty extensive and at great prices as well. Top notch stuff from Wiggle!
I bought the Ansmann Racing RC Car Glow Plug Wrench Tool Pro Version as my old glow plug wrench was worn. Very fast, free postage, arrived the next day! The item is of good quality and arrived intact.
Thanks RC Geeks!
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