Ordered a stem in 120mm flavour from ribble a while back for a tt bike build i was in the middle of. I ordered this size as it was recommended by the frame builder as correct for my size and reach, etc - the stem happened to be an adjustable one. Around a month later i finished the build and set about the fine tuning and a turbo ride or two. i couldn't get on with the reach and apon further examination i found the stem to be 130mm in length. Called up ribble and they said, no problem send it back and we'll refund or swap it for you. Got it off the bike and it was obvious that the tri-bars had worn a small section of the paint on the stem face plate, on seeing this i promptly called ribble to inform them, no problem they said. Send it in, after all its our fault for sending in the wrong stem - so i did and included a covering letter with all my details, etc. One week later and no acknowledgement from ribble so i called them up today only to be told the stem is unsaleable and i wont be receiving a refund as the stem is marked and not only that but that you measure an adjustable stem differently from a 'normal' stem? although he agreed it measured 125mm and not the 120mm i had originally ordered - needless to say i have since fitted the correct size to my tt bike and it seems fine. is this just crappy service and general bull**it or am i expecting too much from a respected online retailler?`
i have had dozens of dealings with CRC and wiggle and never once had a problem, has anyone else had a similar lack of service from ribble?
your thoughts gratefully received?
cheers
