Rarely do I complain, but in this instance I decided to………
20th May – ordered 2 x bibshorts, and 1 x pivot bolt from CRC – all items showing “in stock” as I’ve made a point of not putting stuff on backorder due to poor service issues in the past…..
27th May – get a “part shipped” notice from CRC (don’t start me on slow delivery times from CRC) – that’s a full 7 days after my order.
Think to myself “part shipped” as I only order stuff in stock…mmmm? Log into my account to find bolt out of stock and only 1 pair of shorts shipped and they’ve cancelled my order – write a long e-mail about poor service, that I think I’m a customer that spends a fair amount, and that I expect better treatment.
Same day response says “The shorts were showing in stock when you placed the order. But unfortunately on going to pick your order they were not physically in stock. Problems like this are thankfully few and far between, regrettably for you it happened in this instance”
And that they had processed the refund and sent me a £5.00 voucher.
I wrote back (same day) stating
Dear XX Thank you for a prompt response.
I have not received the e-mail as indicated, and I have searched through my spam folder, deleted items etc to see if it has been placed there also, still nothing....?
Thank you for the gesture of a £5.00 voucher, however as the decisions was already made, and the order already late and the fact that I have still not received this order and I am unlikely to do so until early next week, this gesture seems a little hollow to me.
You have answered part of my specific complaint in relation to the shorts, and whilst you may consider these problems few and far between and in this instance regrettably it happened to me, you have done nothing to reassure me that it will not happen again in the future. More specifically, the brake item I also purchased at the same time, which was showing in stock at the time of purchase, was not despatched due to being out of stock. So, in point of fact the same thing has happened twice?
You have done nothing to reassure me that my custom is valuable, that the service will improve and with this in mind I can only assume you do not require my custom?
The message from Chain Reaction seems clear to me.
27th May – seemingly unconnected get a standard e-mail about my order being out of stock and £5 voucher on the way……
Then on 30th May got this response
“Hi, I do apologise that your order has had a few problems on this occasion. We have now received an order of the Hayes Lever Pivot Kits and your back order should be processed and dispatched for you as soon as possible”
So, I've written twice with a fairly lengthy complaint and it's not been dealt with as far as I am concerned (ie not acknowledged, not responsibility taken, no reassurance that it won't happen again, no "we value your custom" - simply a here's £5 now **** off)
Whilst it's not a massive issue, it's the low level of shockingly poor service from a company that seems to think it's bigger than it's customers. As per my mail above the message from CRC seems clear to me.
