I've held back to now, but is it just me who is having issues with onone at the moment ? I've got three issues all at once.
1. Titus FTM Frame. Ordered 4/5weeks back. Money taken from the frame two 1/2 weeks ago, given two delivery dates that came and went. Then I learn my frame, that I hold told I was receiveing, had gone to the XC worldcup for the demo stand ! They were going to ship me this one after it had been built up but decided to wait and give me a new one !!
2. Headset. Sourced headset for above from onone, ordered it, then talked to the Tech guy who said it wouldn't work with straigt tube. So I asked him to cancel order. Three days later the money was taken from my credit card. I called again and asked for it to be canceld, Then yesterday 10 days after initial order, the thing arrived !
3. Final straw. Few months back I purchased some new Max wheels off them, then last night my inbox has this in it.
"Dear Customer,
OnOne XC QR 29 and 26 inch, On-One Max 32H 29 and 26 inch Wheelsets
The supplier of the above wheelsets has today notified us that they are
undertaking production tests on the above products.
In the light of this information we consider it prudent to ask all our customers who have purchased this product to desist from riding these wheels for the next 24hrs until the results of these tests are available.
Please be assured that we will contact you again within 24hrs with a situation update.
We apologise for the inconvenience caused but feel that this is the most
appropriate course of action in the circumstances."
Now this company used to be great, The products were fantastic and so was the service, but I'm loosing faith at the moment.
Whats going on there ?
Good service with the wheels, think I'd rather they tell me if there's a problem!
Ordered a stem from them the other day and it came next day. No problems here.
It's On One. A firm run by humans who sell stuff dirt cheap. I've bought from them a fair few times and had the odd problem, but I tend to find a friendly phone call to them gets results....
Good service on the wheels though, nowt to moan about there!
The wheel thing wouldn't fill me with confidence, I must say.
Except for bankrupt sale stuff like the Titus, I don't even find them that cheap anymore.
Got some forks off them a couple of weeks ago. Arrived within 3 days of ordering and hugely cheaper than anywhere else
Simonn-
Not just you; not wanting to air dirty laundry as am still in middle of an issue with On One that has yet to be fully resolved to my or On One's expectations, but whereas in the past I had great customer experiences with them, since the Titus acquisition they've gone very much downhill on customer service, with lack of communications, mistakes made, etc.
They are genuinely good folks, and I do put this down to simple growing pains of a midsize company, but I'm definitely going to be moving my custom elsewhere for awhile till they resolve this. And I do believe they will - I just don't want to be part of the training experience.
Edit: credit to them for notifying you of potential production issues; it is exactly that kind of pro-active communication that I think On One have been lacking recently. Final decision of course rests on how (and how quickly) they handle your wheels if there is a genuine problem.
Krix, same here.. everyone i've spoken to really wants to help... its just they don't really ! lacking direction ? leadership ?
I've never had a problem with On-One.
Mainly because I buy all my stuff from LBSs, which is a far better way of doing things.
I don't even find them that cheap anymore.
Show me a cheaper steel frame then an Inbred then.....
I can see their office from where I'm sitting.
HTH
can you let me know if a container arrives tomorrow morning as they said will be doing with my second frame in.
I will keep an eye out!
Simon,
Sorry to hear you are having problems, My FTM was also delayed and they had trouble giving advice on the headset (and if shimano rear mech only shadow will work). Most of this was due to acuiring a product and selling without doing enough home work. They now know most of the problems and have solutions. which is little consolation to you. Tom at On one is your man. If you have the FSA CF40 headset you can get the 1 1/8 crown to suit (solant had them in last week, I have the code if required)
I do think that overall the frame and issues were worth the final product.
My Ftm apparently came with the wrong shock. Still waiting on a call from On One to rectify the situation. Titus themselves were very prompt in replying to my initial query.
I will be phoning them tomorrow to establish what can be done.
[i]If you have the FSA CF40 headset you can get the 1 1/8 crown to suit (solant had them in last week, I have the code if required)[/i]
Bugger, the guy I spoke to at onone said it would not work, he did though advise me to buy an Acros one from elsewhere, cost £25 more..
O well, see what tomorrow brings.
On the wheels front they sent an update saying wait another week.
Brant left so I guess its downhill from there but if Brant is there at least you can kick his arse which is a credit.
Yes, my broken Ti 456 is still sat in the shop and I still don't know what's going on after two days of phoning and emailing to two separate email addresses.
To be honest, it's actually given me hope - maybe it is possible to run a bike shop if this is the kind of thing that happens to folk spending over a grand on a frame online.
I'm REALLY sick of constantly ringing, hearing "unexpected level of calls" and leaving messages. Did I do something to annoy them?! I've been perfectly civil so I would hope someone would at least send an acknowledgement.
bought loads of stuff from them and never had an issue! will be ordering a new carbon 456 next month so looking forward to that!
Brant left so I guess its downhill from there but if Brant is there at least you can kick his arse which is a credit.
Personally, I think it's exactly the opposite. They've got more choice, and more actually in stock these days
Called them... another Friday goes by with no bike shipment 🙁 Monday is next ETA.
Headset ordered earlier this week, arrived today. Just whacked it in with a piece of wood and all good in the world of DBW and On-One 😉
Currently being less than impressed with On-One customer service over some wheels 🙁
I'll not say much more till they've had time to resolve it properly, but experience so far is enough to put me off using them again if I can avoid it.
I guess there getting a big company now and 95% purchases all go well, have ordered in the past and been great.
Im Just miffed I was promised a frame, and a date for delivery and then they took it to the WC instead..
Carbon road frame seperated round the bb.. a manufacturing defect
simonm - MemberIm Just miffed I was promised a frame, and a date for delivery and then they took it to the WC instead..
Did you charge them for a fee?
Or did they give you a discount without your permission for using your frame?
PeterPoddy - Member"Brant left so I guess its downhill from there but if Brant is there at least you can kick his arse which is a credit."
Personally, I think it's exactly the opposite. They've got more choice, and more actually in stock these days
With Brant he would just deal with problem immediately without delay besides, it was nice to know that I could agitate the hell out of him and he would still be fine. His fault! LOL!
Ordered a fair bit of stuff off them & it's usually here within a couple of days.My last order(RR tyre)was ordered late afternoon & it arrived the next morning !
Recently ordered fork and 4 or 5 other items and they arrived within 36 hours - Had quite a biot from them recentlly and no problems at all. Only Merlin currently as efficient. CRC and Wiggle way behind on delivery times at the moment.
2 orders this week - forks arrived in 48 hours, Headset in 18 hours 😯 (and after their formal cut-off time)
Sorry to read of the issues .
We are definitely on the backfoot at the moment due to a combination of reasons and we have had a real surge in growth in the past 4 months .
Coping with growth in a business generally is pretty tough , and unfortunately it doesnt come with a manual - so as owner Im first to admit were not where we want to be and were off the pace in many areas of the business .
- We lost several key and long serving members of staff a few months ago , and getting replacements up to speed has been a real challenge . Losing these key members and training replacements quickly has caused us some real headaches .
- At the same time we increased our order volume very significantly , with this came a large increase in customer service issues - returns / enquiries / phone calls etc etc - and whilst we are taking on new staff and training them up its a running battle at the moment to standstill . So apologies if the phone rings out - I can guarantee that all our staff without exception are working very hard , its not really good enough from a customer service standpoint but we are definitely trying . (We did debate last month whether to go to a Wiggle / chain reaction model of cutting out phone calls but decided against it)
- On the plus our despatch times on pick pack items are pretty much running to our target "all orders received before 3 despactched same day" and I can guarantee this is a vast improvement from the back in the day brant times .
- FTM going to Dalby - sorry that was my call . Sorry is all ive got , of course we can sweeten this up with some free clothing and a few upgrades .
- Helmet out of stock issue - well our "out of stocks" person should have offered an alternative and that should have been easily solved . Thats another lesson to re-enforce on monday .
- Acquisition and integration - Just as coping with some explosive growth and getting caught short on staffing levels , a major acquisition and integration also doesnt come with a manual .
The titus part has been a supreme challenge of our extremely limited skills - dealing with an array of upset vendors (who lost money to the old titus) inventory missing parts , and finally last week relocating our entire us operation to portland - not to mention a lost delivery of monarch shocks . Well lets just say if theres a next time for an acquisition weve learned a lot !
On the plus side weve hired a key person to run Titus in the states - Michael Golinski is the original founder of Spot , recent partner at Dekerf , and a pretty safe pair of hands and hes now starting to really get into the detail of whats needed stateside .
- The wheel issue is unfolding, we need until tuesday to get some definitive results . we are having some replacement wheels built and ready to go by next thursday (touch wood) should there be a need to replace some wheels . Dealing with potential product issues is a very important process and in this case any criticism is Id say a little harsh - a director has obligations and currently we have notified that there may be a potential issue with one or two types of on-one wheels , and we need to follow a correct process . Our success needs to be judged on how quickly and effectively we can firstly act , and secondly find a solution .
On the plus side - if anyone is in south yorkshire looking for employment , and wishing to get involved in the cycle industry we are actively hiring to plug our gaps . So please get in touch !!
Anybody getting frustrated and nowhere with us - email me and ill take the ownership
dave@planet-x-bikes.com
I have ordered several a lot of things from on-one and have always been happen, but there is no smoke without fire so if a few people are grumbling there are problems.
Dave, thank you very much for providing an informative and truthful response, good luck with the future and hopefully everything will be back to normal shortly.
Whilst it may not be that much consolation to those waiting for kit, i'd like to say thanks to Dave from Planet x for that post, honest and to the point, good luck for the future.
daveplanetx - Member(We did debate last month whether to go to a Wiggle / chain reaction model of cutting out phone calls but decided against it)
Good call that. That's the right decision in my opinion to keep the phone communication.
Good to see the owner keeping track of the customers on STW too to diffuse the tension. If you wait too long the people would talk and the next thing you realise is negatively publicity ... not good. As for CRC they went all quiet about recent problems. No update etc but seem like the situation has been swept under the carpet I guess.
On the plus side weve hired a key person to run Titus in the states - Michael Golinski is the original founder of Spot , recent partner at Dekerf , and a pretty safe pair of hands and hes now starting to really get into the detail of whats needed stateside .
Dekerf ... nice.
Golinski is a busy chap then as he's half of Off Road Toad too. Strange....
Dave, Cheers, Many thanks for the reply. Appreciate it, sorry for going public but I just got a bit worried things were spiraling downhill and this has been going on for a month now.
I understand your business problems, run one myself, and nope there is no manual ! And it sounds like your struggling with the same my business does, "Normal" things are very straight foreward, its the snags and there recovery that's tough to attack.
Hopefully if the frames arrive this week (didn't today) I'll pop in to collect from the warehouse or wherever it lands.
Cheers,
Simon.