On-one service?

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  • On-one service?
  • P.S. I know the rant is not perfect,but I can’t get my head round which are the right wrong places to put the capitals,and Mrs dingo left the spell checker on.

    Jamie
    Member

    Wall o’ text 🙁

    Premier Icon martinhutch
    Subscriber

    Needs less punctuation for a proper stream of consciousness effect.

    Premier Icon wwaswas
    Subscriber

    So, in summary;

    1) shop doesn’t have a phone due to refurb but you decided to give it a chance as it’s only 10 minutes away.

    2) they didn’t have what you wanted in stock but explained how to get it that day by visiting their other store which is 30 minutes away.

    ?

    patriotpro
    Member

    To be fair a proper rant wouldn’t have been spelling and punctuation checked.

    I’ll give it 8 out of 10 for it’s breathlessness if nowt else.

    Premier Icon akira
    Subscriber

    On a serious note, since they didn’t have what you wanted there what did you expect them to do? Im not being arsey I’m just curious as to how they could have dealt with the situation to make you happy.

    MoseyMTB
    Member

    I went to my local shop today and he didn’t have what I need. Do I need to start a rant thread?

    Non-rant?

    Shop didn’t have what you needed, but suggested a fairly simple way to get it? You could always mail order it if 25 miles is too far. Personaly I quite like bike shops ~25 miles away, it’s an excuse for a reasnoble ride on the road bike, and usualy elicits the offer of a cup of tea, biscuits and bottle re-filled for riding in.

    Needed some new grips this morning,fancied the ESI Chunky ones,looked on the website,in stock,so as I live about 3 miles from the Barnsley shop,I thought I’d go there for them.Unusually,I decided to ring and check that they definitely had some,but could not find a number on the website,only an address.Like an idiot I thought I’d go to the shop anyway.When I got there and enquired,I was told “We don’t have them here,they’re in the warehouse in Rotherham”.When I explained i tried to ring,but could not find a number,the man behind the counter said”No,we had to take it off the website,we’re still doing up the shop,but you could go to Rotherham,and the shop there will generate an order,which you can pick up from the warehouse next door.”So,not only can I not find out what they stock,but they think it is no problem to drive another 25 miles to the other shop,and then go next door to the warehouse.If I were them,I wouldn’t bother doing up the shop,cos with that business model,it won’t be there after Christmas.Needless to say,I won’t be wasting the busy staff’s time again,with something so mundane as buying something.

    Premier Icon Northwind
    Subscriber

    Pretty trivial by On-One standards tbh, it doesn’t really register til they’ve been through at least 2 brazen lies.

    patriotpro
    Member

    I went to my local shop today and he didn’t have what I need. Do I need to start a rant thread?

    No, you need to go 25 miles down the road to the other shop.

    MoseyMTB
    Member

    Right, I’ll set off now. Cheers that’s great advice.

    mrmonkfinger
    Member

    I’m a bit lost, is the warehouse next to the 10-minutes-away shop, or the 25-miles-away shop?

    This shop isn’t being refurbished,it’s been open for months,and they haven’t got it finished yet.The warehouse is next to the shop,in Rotherham,but the shop doesn’t keep stock,they generate an order which is sent to the warehouse next door,and you walk across the carpark to collect it.It can take ages,particularly when the warehouse staff cock the order up,as they did last time I was there,it took over an hour to sort out some handlebars,annoying as we were the only customers there.

    Oh,it’s a 25 mile round trip from the Barnsley shop,to the Rotherham shop.

    stumpy01
    Member

    Sounds a bit like Argos for cycling stuff.

    I don’t think so,you can find out online if an item is stock in any particular Argos,and when they open a new store they make sure it’s finished before they open,not several months down the line,also Argos make staff bonuses dependent on postive customer responses,On-one couldn’t in my experience,unless the system is designed not to pay a bonus.

    Also,Argos has over 700 stores,On-one/Planet-x have exactly 2.

    orangeman5
    Member

    They promised to E-Mail me today…… 🙁
    Perhaps the night shift will do it… 🙂

    I like on-one but I do think they have a bit further to go with respect to customer service. As for the what did you expect comments personally I would expect a we have them in our Rotherham warehouse we can get you one here for tomorrow / or specified date or you are welcome to go and grab one from there today

    That is what you’d get from JE James – and I think I’d be miffed if I went in there and they just said fetch it yourself from another branch

    fenred
    Member

    I like on-one but I do think they have a bit further to go with respect to customer service.

    Very, very this! ^^

    Always had great service from O-O but just had a bad one (item showing in-stock but was OOS and had to fight to get a refund). It’s as much luck of the draw as to who picks up the phone/email, not necessarily the entire brand.
    Oh and don’t expect any apologies for their cock-ups.

    Premier Icon ton
    Subscriber

    I love on one…..ordered more than most in the past, never ever ever ever had a problem.

    I still don’t understand why they can’t have a phone number,so I could’ve rung .When I got there,the shop looked tidy,the 2 guys were stood behind the counter,what wer they supposed to be doing? I think they should stick to the net.

    daveh
    Member

    I’m just a little more than 3 miles from the new shop, I work about a mile from the Rotherham showroom/warehouse. On Saturday I fancied some esi chunky grips and having previously bought in person at the showroom/warehouse a couple of times, I ordered them online. They despatched yesterday (presumably today in reality) and I should have them tomorrow/wed. That’s the stress free way to do it.

    patriotpro
    Member

    It’s carbon tha-noz

    Brown
    Member

    Wow. Really?

    Saccades
    Member

    just had a bad one (item showing in-stock but was OOS and had to fight to get a refund). It’s as much luck of the draw as to who picks up the phone/email, not necessarily the entire brand.
    Oh and don’t expect any apologies for their cock-ups.

    Interesting, I placed an order for gloves and chamois stuff last wednesday and got a mail repeatedly apologising (CT) as one of the items was out of stock, the polite E-mail gave me the option of updating my order before it went out – I didn’t and the refund was processed straight away and I got a little discount as well, picked up my order this morning from the post office (In Ireland so pretty good time to get to me).

    Impressed with the stuff that showed up, fits well on the commute in this morning and appears to be well made too.

    Service is spot on for me.

    Rorschach
    Member

    I ordered some forks.Got a phone call 2 days later apologizing that they had gone out of stock and offering an immediate refund.I had a look on the website and emailed to suggest maybe another more expensive fork with a bit of extra discount,which they agreed to about an hour later.
    Never had anything but excellent service.
    You could always not buy stuff off them maybe?

    Junkyard
    Member

    Never had anything but excellent service.

    your post is about you buying forks they did not have – granted they resolved it. Selling things you dont have and letting you know in only 48 hours is not my version of excellent.

    I would imagine if money was no option none of us [ Except fanboy Stoner] would use them
    Customer service and paint jobs really let them down IMHO

    I often wonder if STW would treat them like Superstar on here if Brant was not so liked/admired.
    It is what it is and we all know this

    pickle
    Member

    bought loads of stuff over the years from On-one and never had anything but superb service from them.

    I guess there’s always the odd mess up but i never quite get the weekly On-One bashing on this site.

    I’ve said it before about them, other than Mike and Dialled and Brant at On-One…..what other owners come onto forums and answer questions and sort out any issues people have?

    Great service and always enjoyed their products

    Premier Icon wwaswas
    Subscriber
    MoseyMTB
    Member

    Neil of Superstar did – that went well for him ha.

    Premier Icon wwaswas
    Subscriber

    cy @ cotic to elaborate.

    MisterP is a font of Shimano knowledge.

    jameso does Genesis (amongst others).

    There’s quite a few independent specialists and frame builders who are regulars too. They all give advice and try to help people out.

    Premier Icon Northwind
    Subscriber

    pickle – Member

    I’ve said it before about them, other than Mike and Dialled and Brant at On-One…..what other owners come onto forums and answer questions and sort out any issues people have?

    Not to state the bleedin’ obvious, but the people who’re unhappy with On One didn’t get their issues sorted out, that’s kind of the point.

    Rorschach
    Member

    I ordered them at about 11pm on a friday night,they phoned at 10am monday morning.
    Shizzle happens,no one died.It’s poxy push bike stuff…..and they were dead nice and they laughed at my jokes.
    If I wanted someone to bend and scrape and promise to flog themselves to death in recompense I would have bought from evans instead.
    I guess I don’t suffer from displaced 1st world middle aged angst as much as some on here.

    pickle
    Member
    Junkyard
    Member

    EDIT:Chuckles at Rorschach ok fair play that is reasonable -you should go into PR with your original spin [ or perhaps this version] 😉

    Doing an internet charm offensive, rather than sort the issue when contacted, is not my definition of sorting out an issue *[ though oddly I own a a dialled and an on one]
    I dont accuse anyone other than on one of this.

    Hope dont post on here nor have I read a thread moaning about how crap they are only for them to come online and be nice and charming – what they do is provide an excellent service and get praise

    FWIW I will still use them but I know what to expect and anything else is a bonus

    * I mean this at On one onl;y and am not mentioning others

    daveh
    Member

    Stuff arrived this morning, its all good!

    mangatank
    Member

    Ah On One…take comfort in the fact that the only thing worse than being talked about is not being talked about. 😉

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