I am writing to complain about the recent service I have received, as
I have previously had excellent service from your company and have
recommended you to many other cyclists, I would like to give you the
chance to explain and resolve the matter.
On the 12/1/09 I emailed the shop to enquire how much it would be to
upgrade the wheels on a bike (model here)
I was looking to buy for my brother. (Staff member name) replied the same day via
email- no extra charge! Also asked how long for build time (over the
phone)- was advised about ten days.
14/1/09 Placed said order online, and added wheel upgrade along with
the order comments.
26/1/09 Twelve days after order, my brother phoned to enquire about
delivery time (as it was now twelve days after ordering). He was
advised that it would be posted on the 28th.
28/1/09 I emailed the shop to see whats happening re. delivery (as I
hadn't at that point spoken to my brother so didn't know he'd phoned
them). Received two emails back from yourselves- one saying another
few days for delivery, the other saying wheel upgrade is not free (as
So, I am not happy. As far as I am concerned a member of your staff
wrongly advertised a price to me on the wheel upgrade- so the bike was
ordered upon this information and my previous good dealings with your
company. However, it took a fortnight (already longer than the
original delivery estimate) after taking the money and receiving the
order to contact me and tell me it was a mistake.
Brother is also not happy that the delivery time has been dragged out-
I can understand delays happen but the shop have provided inaccurate
timescales several times now.
As far as I am concerned when I placed the order, agreeing to your
terms I entered a legal contract to purchase the bike and advertised
wheel upgrade. If I had been notified of the mistake within a few
days, I could have understood better but after fourteen days waiting
for delivery I believe that your company should take responsibility of
their staff members mistake.
My brother is still keen to receive the bike that has been paid for
(and was hoping to have for this weekend, as he has a trip away), but
he is also prepared to walk away from the sale as this first purchase
for him from your company has left him with a sour opinion of the
service provided, and he is concerned that any future problems with
the bike should they arise would not be dealt with in an appropriate
I would appreciate it if you could get back to me via email on this
matter. I am also sure my brother would appreciate a phone call
regarding this as he is less than pleased! His number is xxxxxxx.