I don't think my expectations are excessive. It’s quite straight forward, the item sent to me is not as per the item purchased. I’m not unreasonable, to be fair to Ribble they did offer a refund which is fine. I don't dispute that this is good service (to a point) but this is governed by the distance selling act so there isn't much they can do about it thankfully. The issue which I am trying (unsuccessfully it would appear) to raise is that retailers should not feel compelled to do only the minimum, they should step up to the plate when they make an error. I need the saddle for Saturday, they should therefore offer a replacement item discounted as to ensure I am not inconvenienced. Sure, I'll send the first item back and await my refund but in the meantime, I'd really like either the saddle I wanted or the closest match.
To rewind a little though, my initial question is whether or not people here on this forum value their LBS enough to pay a little extra rather than use online retailers who appear to be losing the basic skills of customer service which they once possessed.
I presented an example, some will agree and of course, some will not, but the fact remains that LBS tend to consider the guy in the shop as their future more than the online retailers think about the contents of my basket and the following mouse click.
I think shops like Moonglu, Mountain Trax and 700 are all a fine models of just what a LBS can become with the support of the locals. Sure things cost a little more but the customer service you receive makes it worth it.
I’ll sign off and leave this one.