A saddle for Saturday which closely resembles the one I bought on Monday.
Bigger the retailer - the worse the customer services??? - now its RIBBLE!!!!!
If you'd ordered the right saddle and sent back the other one yesterday, you'd probably have the new one and a refund by now
online retailers who appear to be losing the basic skills of customer service which they once possessed.
Did they really ever possess it? You go to online retailers because they are cheap and/or convenient, not for excellent customer service.
Regularly shop at my LBS and am happy to pay a bit more to support them. I get great service from them but then I know and ride with the chaps who work there.
Did they really ever possess it?
Many do, many don't - just as it is on the high street. I can point at specialist retailers online who are far better than any local shop in their field. I'm sure that thinking about it you can too.
The thing is, this isn't a really customer service issue - that's been resolved - it's an expectation of compensation for an honest mistake. That expectation has proven to be ungrounded in this case and therefore the OP is upset.
When I worked in Edinburgh the bike chain were superb loved going in. The New occupiers of the shop have always, in my experience, been awful and so avoid. High street and webshops get it wrong. You decide what to do.
I'm not sure my expectation of a retailer differs to most of the users of this forum but I appreciate we share a different view in this regard.
This is a really interesting thread for us.
It shows how important it is to interact with customers and be a like minded cyclist rather than a faceless business.
That's why we've set up relationships with bike mechanics around the country. If something like this happened to one of our customers, we'd have arranged for the right saddle to be sent to a mechanic who would have come and fitted it for you, and taken the other one away.
We don't always get it right, but when we get it wrong, we make sure that we learn from it and get it right next time.
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