So I sent an email asking if they actually had the pre-built wheel I wanted in stock.

No reply.

I ordered said wheelset anyway and 1 minute after the order was confirmed, surprise surprise I got a response to to my previous email saying that all wheels are being built to order due to high demand at this time of year. This would take 3-5 days.

Couple of hours later I get an email saying my order is dispatched. However if that was the case they should have arrived today but I haven’t received anything.

So are they still sending out false dispatch notices like in the past?

Hopefully one of you guys will say something like cool story bro or some other helpful comment.

#flashback #coolstarrybra #rock #tango #octoporn #twologins

Have seen dispatched auto emails going out before from other companies once a shipment label is booked/printed regardless of whether it’s actually been sent or not, perhaps the same thing going on?

Or they could be a day late, or it could be a lie, or it could be a cockup, only way you’ll know is if you can get in contact with them, tried phone or FB/twatter?

It is most likely lies, honesty is not their thing.

I know that Superstar aren’t popular on this forum, but outright accusing them of lying like that is a bit much especially when I think how some other companies’ efforts in the direction of customer service are excused, usually with a mob handed ‘that’s how the bike trade is’ approach.

I’m going with a likelihood of a system which automatically Trigger’s a despatch note at time of label printing, which is still pretty stupid, but understandable.

So you still ordered from them knowing that there have been delays in past and are now complaining about there might be a delay…..?

I ordered some wheels from them a few months ago and it did take a little longer than initially stated. Therefore if I ordered some more wheels from them I would expect them to take longer than stated, not rocket science really…… 🙂

I’d put it down to cock up rather than malice.

Ordered some wheels during their 20% off promotion, which hadn’t turned up after ten days. Mailed for an update and received a reply apologizing, saying that they were having trouble keeping up with demand and that my wheels would be dispatched within 3-5 days. Between 3-5 days later, my wheels were dispatched. Didn’t get any fake dispatch emails, and the wheels are pretty decent. No complaints really, especially given the price.

+1 what amedias and vincieup said. Order from any of the German stores and the dispatch email can come several days before the courier actually picks it up. Just means that they’ve been notified to pick it up, not that it’s actually on the move yet.

Well sending me a dispatch notice if the item has not actually been dispatched is pretty much lying.

I’m not complaining rather trying to ascertain if this practice was still going on.

End of the day they have the product I want at the price I want.

And by the end of the today, they still have the product you want and at the price you want 🙂

fr0sty125 – Member
Well sending me a dispatch notice if the item has not actually been dispatched is pretty much lying.

What’s the alternative? When it’s dispatched, they’ve processed it and it’s ready for the courier to do their bit. But they can’t control when the courier picks it up, how long it sits idle with the courier, or when the courier takes it out for delivery.

Should have used Dave Hinde…..

While there is no doubting the dishonesty of Superstar Neil, this seems more likely to be poor process than deliberate lying – unless you can know of a motive of course.

There’s one online retailer that usually sends me the dispatch notice a week after I’ve received the item. It’s quite disconcerting

‘Lie’? I wonder if that comes under slander?

It’s not really practical often to send a dispatch email the minute the parcel goes out the door. What I do is send an “order completed” email when the order is completed and sitting in a box waiting for a courier, and when I book the courier I give them the customer’s email address and the courier often sends an email as well.

Usually those emails get sent the day the parcel leaves, but sometimes that doesn’t happen – we miss the courier cutoff time, the courier’s van breaks down, something like that.

Pretty harsh to accuse a company of lying based on one automated email and a parcel that’s maybe a day late.

There is a fair bit of evidence of SS’s owner lying and planning and acting on deception in the past Hora.

OP, you ordered an item even though you had no idea it was in stock. Is that correct?
Now you’re spitting your dummy out as you haven’t got it yet.
You were told 3-5 days. Is this correct?
You received an email saying they were dispatched.
You will probably receive the wheels in 3 – 5 days from that email.
So they’ve left superstar and are now with the delivery people.
Where, during this transaction, has Superstar lied to you?
You start a slanderous thread without any justification stating this is not the first time they’ve lied even though you provide no proof.
It might be an idea for you to apologise to Superstar, admit you were wrong to start this and ask the mods to politely remove this thread in case Superstar’s legal eagles start getting involved.

‘Lie’? I wonder if that comes under slander?

Seeing as it has been written down, it would be more likely to be libel.. 😉

tried phone or FB/twatter?

Good luck with that. I’ve tried about 50,000 times (maybe a slight exaggeration) and they never, I mean NEVER, answer the phone. Their answering machine is probably the hardest working member of their team.

I don’t know whether they’re liars or not, but I’ve yet to see the refund of postage promised when I had to send my Tesla hub back because it was made of cheese.

Now that they don’t seem to be stocking the Nano pedals, I can’t think of any good reason why I’d buy from them again. I’d rather take my chances with On-One/PlanetX at least you get the feeling that with them it’s genuine incompetence rather than something a bit more sinister…

Should have used Dave Hinde…..

In fairness to “Dangerous” Dave Hinde, at the point where you’re so angry and frustrated all you want to do is **** someone, he’ll happily meet up with you somewhere remote to give you the chance to land a couple on him. If that’s not customer service then I don’t know what is…

The OP has scarcely ‘spat his dummy’.

He’s asked a reasonable question in a not very diplomatic way. Since SS have not always been the very model of honesty and fair play it’s not yet necessary to admit he’s wrong. He seems willing to accept that SS are not among the best in customer care and he accepts their failings.

I wouldn’t, and buy my bits eleswhere.

I’m very surprised andyrm hasn’t been along singing their praises. He usually has by now.

Seeing as it has been written down, it would be more likely to be libel..

Have you read the thread title?

In fairness to “Dangerous” Dave Hinde, at the point where you’re so angry and frustrated all you want to do is **** someone, he’ll happily meet up with you somewhere remote to give you the chance to land a couple on him. If that’s not customer service then I don’t know what is…

😆

Superstar’s legal eagles

That would be fruit + Google then, in which case I envisage a somewhat badger-esque approach to litigation.

It might be an idea for you to apologise to Superstar, admit you were wrong to start this and ask the mods to politely remove this thread in case Superstar’s legal eagles start getting involved.

You know what, I rather hope that this (the legal eagle bit) does happen. I for one would be more than happy to share my experiences with this firm and I suspect that there’s plenty more like me. If I were “Super”star, I’d be spending more time looking at my internal systems and processes and less on trying to suppress genuine concerns about the way the company chooses to conduct its business..

I sent an email asking if they actually had the pre-built wheel I wanted in stock.

No reply.

I ordered said wheelset anyway

There’s your mistake! Right there! 🙂

iolo – Member
Seeing as it has been written down, it would be more likely to be libel..
Have you read the thread title?

Yes, yes I have. And the point – that seems to have whistled past your head – is that if it is written down it is libel, if it is spoken it is slander. All clear now? I guess your post confirms that if and when “Super”star bring the weight of English law crashing down upon the OP’s head, you’re not going to be one of the legal eagles leading the charge. Which is a shame..

Anyway, you seem to have had great experiences with this company. Good for you, work there perchance? Or know someone who does? You seem to be in a minority on this, and many other, threads though..

You’re quite correct. I’m no lawyer. I must admit, i have hardly used Superstar so can’t comment if they’re shit or not.
What I was trying to point out was that if you call or insinuate that someone is a liar on a public forum, you need to be pretty sure of your facts incase you get in trouble.

ask the mods to politely remove this thread

Sorry, but whilst the mood’s upon me, I’d very much like to see exactly what the mods actually do when they remove a thread politely. A lot of smiling and apologetic shrugs I’m guessing.

Of even more interest would be to see them in action when they’re doing it rudely, or even – dare I say it – aggressively. Lots of shouting and gesticulating minimum. They may even pin the thread up against the wall and splutter in its face.

Maybe Singletrack should have webcam on the Mod station so we can watch them in action..

Maybe Singletrack should have webcam on the Mod station so we can watch them in action..

Nothing exciting happening at my ‘Mod Station’ I’m lying in bed waiting on the bath running.

Anyway, why start a thread one day after something was dispatched? You should give things a week or at least 3 or 4 days before getting itchy feet.

What I was trying to point out was that if you call or insinuate that someone is a liar on a public forum, you need to be pretty sure of your facts incase you get in trouble.

Now that’s a fair point, and I agree that if you’re going to make a claim of this sort it would be advisable to be able to back it up. However whilst the OP may not have the evidence to hand at this point, I’m sure there are plenty who do..

Interestingly, Singletrack – as the publisher – are equally liable for printing the content on their forum (as I understand it), though whether anyone from the bike trade would be crazy enough to go after one of the main sector publications is another question entirely (maybe Dave Hinde would if we asked him really nicely).

Whichever way you cut it though, it can’t be denied that there are more and more threads appearing that are critical of “Super”star. Now, either this is a cunningly contrived campaign by some very clever PRs working for On-One/PlanetX to shift the heat elsewhere, OR there is more than a grain of truth regarding the issues that people are facing and at the least “Super”star should be taking note and acting accordingly.

There’s a reason you never see these threads for businesses like Merlin and Chain reaction you know..

Maybe Singletrack should have webcam on the Mod station so we can watch them in action..

I’m not sure that’s a good idea. I for one do not want to see Cougar sitting at his desk in the corner of his bedroom in his underpants.

I’ve ordered twice from Superstar in the past few weeks.

Got dispatch notices and low and behold both orders arrived when expected.

I’ve never had an issue with any of the orders from them, or the quality of the products.

If a company has a system which they know systematically gives false information to a customer. How isn’t that conveying a falsehood?

My thread title is a question and there have been cases in the past where they have done this including to me.

Just because the system is automated it doesn’t remove their responsibility for the information they send out.

The way I’ve read the OP is that he isn’t complaining after a day but that it’s been the quoted 3-5 days and they haven’t come.

There’s a few people that could counter-sue for libel after Superstar accused them of lying. A while ago now but you may remember a lady on here being told she HAD to have jet washed her bike for their substandard BB bearings to die in a month and that it wasn’t fitted to spec, despite arriving with no instructions and her never even bothering to wash the bike, let alone jet washing it.

The OP has scarcely ‘spat his dummy’.

He’s asked a reasonable question in a not very diplomatic way. Since SS have not always been the very model of honesty and fair play it’s not yet necessary to admit he’s wrong. He seems willing to accept that SS are not among the best in customer care and he accepts their failings.

I wouldn’t, and buy my bits eleswhere.

I’m very surprised andyrm hasn’t been along singing their praises. He usually has by now.

Hey Scottchegg, sorry for late reply, didn’t want to dissapoint you sweetheart.

Funnily enough I needed to speak to them recently with a question. Tried calling and got voicemail. Sent email and hadn’t heard back by end of next working day (I’d define a reasonable timeframe as next working day), so sent a polite and friendly PM to them by FB messenger. Got reply back within a couple of hours. As always, my mantra is to be friendly, nice, matey and remember you are dealing with a human being. Act like a dick and you’ll likely get the bare minimum you are legally entitled to, act nicely and people will try to help.

BTW, all products I have bought have been spot on. Dangerous and wrong (IMO) to use emotive words such as “lie” when referring to a company or anyone in fact. If you had called up and said “have they left today” and they hadn’t but a man said “yes they have”, deliberately to deceive (rather than perhaps being mistaken, then that statement is a lie. If an automated order management system generates a despatch notification, triggered by some stage in the order process, that is not a lie. The difference is intent.

Sadly, we see far too much use of emotionally loaded language on the internet, rather than sticking to pragmatic facts.

Thanks for your time.

Is he coming on to me?

😯

Ordered some grips from Superstar yesterday.

Arrived before I left the house this morning.

In my experience Superstar are about the fastest to ship stuff.

Fastest shipping retailer I have ever come across.

My recent wheel build took longer than quoted but everything else has been ultra fast, even purchases as low as £10

People these days

It is technically lying isn’t it – they say that it’s been despatched via email when it hasn’t. I’ve had it happen once in the last year where I’ve got the email saying it’s on the way and then another email the next day saying sorry, it wasn’t as they didn’t have stock.

I expect though that it’s more of a systems processing thing – that they process a load of orders that are showing as in stock which triggers the despatch email and then they realise that their stock keeping isn’t up to date or similar.

FWIW, I’ve done many other orders through them in the last few years with no issues and typically next day delivery.