I'm posting here in the hope that someone from On One reads it. A mate of mine wanted to invest in a steel hardtail and asked me for advice. He only wanted to spend £600 initially but I convinced him that £1,000 was a bit more realistic. After comparing the usual suspects it came down to a 456 Trail. He then asked if it was worth the extra £150 to upgrade to the XT equipped model. I said it was. So, he excitedly ordered his nice new bike. Since then, nothing. No confirmation e-mail, no phone call, nowt. He's a bit miffed that he's had to chase after parting with his hard earned. Come on On One, surely you can do better for a new customer.
Bike Forum
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On One Customer Service
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Posted 1 year ago #
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How long has he been waiting for delivery?
When I order something on the web I don't want or expect contact from the vendor other than confirmation of the order then notification of despatch (both of which I've had from On-One in the past).
On-One made a minor mistake with my last order (forgot to fit the headset although they did ship it) - rather than just refund the difference they sent me one of their Merino tops for my wife (which was nearly £20 more expensive than the headset fitting) FOC as I'd mentioned I was going to order one for her.
Posted 1 year ago # -
You've crossed into dangerous ground Diawl, expect plenty more replies similar to above!
Posted 1 year ago # -
As ES says how long - days or weeks ? How has he 'chased' them ? Has he phoned ?
Posted 1 year ago # -
Phone on-one and check that the order has been accepted OK, no drama should take a couple of minutes,
Posted 1 year ago # -
Ordered on the 21st May. He has phoned because he'd heard nothing. He was told that they didn't have everything for the build and he should have the bike some time next week. I'd want to be kept up to date if I'd just spent £1150.
Posted 1 year ago # -
So you thought you'd bring this (not even your) issue to an internet forum? On a weekend? Where even if someone answered they probably don't have access to the information you SIMPLY MUST HAVE TODAY!
Dry your eyes and play the game - deal with businesses during business hours. Whining here on a weekend is just whiny.Posted 1 year ago # -
Communication's not their strong point but your mate'll get his bargain bike. TBH,
He was told that they didn't have everything for the build and he should have the bike some time next weekseems pretty reasonable and, when he lifted up the phone, he got an update. Don't sweat it.
Posted 1 year ago # -
Is the 456 really all that much of a bargain? Compared to something like this http://www.merlincycles.co.uk/custom-mountain-bikes/rock-lobster-mountain-bikes/rock-lobster-tig-team-853.html. 456 doesnt look all that much of a bargain to me now.
Posted 1 year ago # -
TT, where am I asking for the information and where have I said I must have it today? Read the OP. He's my mate and I recommended the bike so IMO it is my issue.
HW, yes it is a reasonable explanation but it would've been nice if they'd told him without him having to chase them.
Posted 1 year ago # -
in my experience ive had mixed feelings, i bought an on one qr seatclamp, that claimed to have a brass bush (so it wouldn't disintegrate like a plastic one),came with a plastic one, thought okay ill let them off, first ride the bush fell apart after being only very lightly clamped. Emailed them and asked for them to send me a brass bush but told i'd have to send it back, disappointing , didn't want to be off the bike for a few days so made my own.
Posted 1 year ago # -
Compared to something like this http://www.merlincycles.co.uk/custom-mountain-bikes/rock-lobster-mountain-bikes/rock-lobster-tig-team-853.html.
<shurugs> But you're not comparing like with like. Find another durable, adaptable ht designed around a long travel fork for £150 and you might have a point.
Posted 1 year ago # -
No probs with On-One at all. Have bought 2 frames and numerous parts over the last 3 years.
The bikes are built to order so will take a few days.Posted 1 year ago # -
Yes agreed its not good enough .
There are two parts to our business - the mail order pick pack business that we are pretty close to getting nailed following a much improved operating system and a much more strict "orders received before 3 are despactched same day" , Id say were not too far behind the industry leaders on this .
The second parts is the bike build , which is more of a production assembly process . Since all our bikes are custom built we are usually running at a 7-10 day build time . We are trying to improve this and i am far from happy with the management and day to day running of our current bike build , managing customers expectations and keeping them reliably informed needs to improve , we have allowed ourselves to a certain extent to hide behnd the "it will be 7-10 days after order" .
What we are trying to get to , and quickly , is a bike build system where customers are given an exact build slot wthin a few days of ordering , there are various stages in establishing this but we certainly arent adequately in full 100% control - this is largely due to continued growth (up 60% again this year) and sttretched resources , to counter this we have four new staff starting in the next two weeks , incuding two dedicated specifically to on-one , which will be headed up from Tuesday by Danny Holdroyd - one of his first tasks is to improve the bike build side of on-one , specifially to spec bikes only with parts that are held in stock - by reducing out of stocks we can schedule all builds accurately and give exact build dates , that will only slip when we have bike building staff either off work unexpectedly , or they dont produce the forecast number of builds .
So in short , were trying to sort it , its not rocket science and well get there as we get the right manpower in the right place .
The solution long term is probably to do prebuilt fixed spec bikes , box in box out , but that will also remove the flexibility we currently have , custom building everything in the uk has a lot of benefits.
In this specific case mail me the order number and I will get it sorted , if we have all parts in stock Ill get it built tuesday and your mate will have it wednesday . If we dont ill find out stock issues , and give you some options (wait for stock or substitute) .
Will sort a few upgrades for the hassle
mail me at
For the seatclamp issue - thats another silly one , our returns staff should simply have sent a replacement , mail me the person you dealt with and ill explain how it should have been handled
Posted 1 year ago # -
Good and fair response Dave. The true benfit of dealing with smaller (no offense intended, but used in comparison to Specialized, Giant etc) UK companies, a lot to be said for that.
Posted 1 year ago # -
Well I don't have an on-one (anymore) and haven't bought from their shop for years so can't really comment on current systems but the above reply is one of the finest examples of cutomer service I've seen. Sunday afternoon aswell.
Well done daveplanetX.
Posted 1 year ago # -
Good reply from onone I dont think you would get that from many and as a business model lets hope they continue to thrive.
Posted 1 year ago # -
i phoned the salesteam at on one on tuesday morning to see if i could collect in person a 456.
i ordered it at 10.30 and collected it at 13.30.i like on one, always had good service from them.
Posted 1 year ago # -
Good grief.
Now that's what I call customer service.Posted 1 year ago # -
...and the follow up to Tony's post...
...then sold it on STW classifieds a week later !
Posted 1 year ago # -
Dave, thanks for the honest response. Unfortunately I'd stopped looking at this thread due to some of the frankly idiotic posts.
I've just phoned my mate and sent him a link to this thread and he's going to get in touch today.Posted 1 year ago # -
I'd stopped looking at this thread due to some of the frankly idiotic posts.
*shakes head*
the company owner bothers to reply 'out of hours' and gets ignored by the OP who's miffed at complete strangers disagreeing with him?
Posted 1 year ago # -
i had the same experiance as spock with a seatclamp qr which broke the plastic bush on fitting and in frustration sent a shi**y email complaining about the lack of a brass bushing, and in fairness they sorted it very quickly and painlessly so they do give a s**t about c/s, also got a barrywhite inbred frame and it turned up within 2 days with free postage which was good service as well, so, dave@planet x, i'm sorry for being sh***y and thanks for sorting my miner issue even in the face of a to**er
Posted 1 year ago # -
Should've said one idiotic response. I was having a bad weekend. I haven't ignored him if I've just responded have I?
Posted 1 year ago # -
I'm confused at this "lack of customer service" your mate orders a bike, doesn't get a confirmation email, which I agree isn't great.
He then phones up the company, gets a response, which is nothing but truthful - "parts out of stock, we're working on it" and you feel the need to come on here and ask for someone from on-one to answer you?
Maybe if your mate had phoned them up again they would of given him another update, as they had previously?
All thats happened here is on-one look good and you look like a bit of a prick...
Posted 1 year ago # -
I've not put in the bits where when he's phoned and it's just not been picked up. When he has got through he's been fobbed off. This week it's been because the bank holiday that they're behind. Tell me where you ride and you can tell me that to my face.
Posted 1 year ago # -
I'm confused at this "lack of customer service" your mate orders a bike, doesn't get a confirmation email, which I agree isn't great.
He then phones up the company, gets a response, which is nothing but truthful - "parts out of stock, we're working on it" and you feel the need to come on here and ask for someone from on-one to answer you?
Maybe if your mate had phoned them up again they would of given him another update, as they had previously?
Why does the customer have to chase to find out why it is taking so long? I have had problems with companies I have ordered bike components from recently and it was ridiculous having to repeatedly phone for updates.
Dave has already confirmed the difficulties at On-One - they are a great brand (IMO).
Posted 1 year ago # -
Keyboard warriors at the ready..
Posted 1 year ago # -
Tell me where you ride and you can tell me that to my face.
Jesus christ calm down!
Newcastle by the way.
Posted 1 year ago # -
Why does the customer have to chase to find out why it is taking so long? I have had problems with companies I have ordered bike components from recently and it was ridiculous having to repeatedly phone for updates.
I understand that, but I don't think you can expect a company to provide you with regular updates un-prompted, it would surely be too much work?
Posted 1 year ago # -
It's not too much work and Dave has acknowledged that, much to his credit. I used to manage an LBS and always made sure customers were kept up to date with progress on orders and builds etc.
Posted 1 year ago # -
Diawl - I understand you're embarassed at recommending someone you feel hasn't delivered but it was barely (if at all) outside of the 7-10 day build window when you originally posted.
You chose to make it a public issue, Dave responded quickly and you ignored him for 4 days as you'd had a 'bad weekend'.
your mate could have had his bike 2 days ago if you'd bothered to read this thread rather than stomp off in a huff.
Posted 1 year ago # -
Thanks for pointing that out as I hadn't realised that.
Posted 1 year ago # -
We're all here to help
Posted 1 year ago # -
Crikey. A bloke's had a bit of a moan, On-one have explained what's going on. So as far as I can see, the guy who ordered the bike is going to be sorted out.
So now we have a load of people with more or less nothing to do with the matter having a barney over it.
Welcome to the internets
Posted 1 year ago #
Topic Closed
This topic has been closed to new replies.
