Matthew James Jackson´s profile

Reviews (1)

Fatbirds

Great bike, very poor service.

The bike is beautiful. BUT, and it's a big BUT, I ordered it on line - and that bike wasn't available in the time frame quote (3-5 days) so they contacted me to say they'd "upgraded" the bike - but in reality they just changed the build for similar quality components and that took a month to come. When it came it was missing a brake, pedals and gift bag. I called them after some haggling (and essentially been told that I was being difficult) they told me they'd send the parts for a local bike shop to fit and £20 to cover the costs. When the second dispatch arrived, the gift bag was invoiced but not included, the pedals were crappy steel, not aluminium (as advertised) and the break kit was missing stuff...yep, you guessed it, the £20 never appeared either. I certainly won't shop there again - wish I'd spent the extra £90 and got the bike from my local bike shop where I know the service is so much better.

25 June 2013

Reply from Fatbirds

Dear Matthew,

As we discussed in the emails and calls we upgraded this bike to a much better build and made 0% profit on the item so that we could complete the build for you and had I sent you an email with the upgraded spec that did not include pedals or a rear brake along with details of the delay and a time scale for the build that you agreed to and said you were happy with.

When you called and said you were not happy that the pedals and brake were not included I offered to collect the bike and fit the parts you wanted free of charge, you refused this so I sent you a set of pedals and a rear brake along with a £20 refund to satisfy fitting as a gesture of goodwill.

I'm sorry to hear you feel you received a poor level of service as I pushed as hard as I could to get you this bike and in the end the company made a loss on this sale.

Kind Regards

Karl

Matthew James Jackson´s profile

profile image of Matthew James Jackson
Matthew James Jackson
Reviewer
Male, 1981
United Kingdom

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