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I'll start by saying that I have used CRC for years and had no issues at all, always a quick and friendly service.
However, I needed some bits to finish my Evil build so put an order in last Sunday for bars, front brake and some other bits and bobs. I didn't hear anything so on Wednesday checked my order and it was still showing as processing. Emailed in and got a prompt one back saying that the XT cable outers had gone out of stock and would I like an alternative. Picked a suitable alternative and was told that the order would be sent out ASAP.
Checked on Friday and was still showing as processing so I rang and sat in the queue and was told, very politely, that my order was still suspended but would likely be sent out Monday.
Waited over the weekend and missed a nice sunny-weather ride and checked again yesterday - order STILL suspended. I said I'd cancel it but chap on the phone said it'd take 5 days for me to get my money back (I paid with Paypal) and not to worry, order will get rushed through as a priority.
Soooo, checked again this morning and still no action. I rang again and spoke to another polite chap. I explained the situation and also said that I'm going to Spain on Friday and need these parts otherwise there's no point me going with no bike. What we eventually agreed on was to cancel the original order, refund my paypal (which I was told I should actually get back in 1 day and not 5) and I'd put a new order in for just the brake and bars which he would rush out to me today. Fair enough. We confirmed that what I wanted was in stock so I put a new order in.
Just logged in to check that my order is complete and it is also showing as processing. I've checked the site and the bars are now out of stock and my old order hasn't been cancelled yet.
So now they have over £200 of my money via paypal and I'm left without the parts I need to get my bike ready for my holiday.
It's just frustrating as they've been brilliant in the past but now I'm thinking I'm going to sack off the whole mail order lark and just stick with paying a bit more by going to an LBS.
Sorry, poor rant I know but I just wanted to get it off my chest as dealing with CRC seems to be getting me nowhere at the moment.
I ordered a couple of spare bits last Thursday it was only today when I expected to receive them but didn't that I checked the website when I got home and still processing. I have since found out the bars I bought are now out of stock!! Im £230 down at the moment too so I can sympathize!
So it's not just me then? Shame, I hope they haven't become victims of their own success.
ordered 2 sets of pedals sunday night and they came this morning - guess you've just been unlucky
Ordered some stuff on Sunday, despatched today (allegedly!). that's happened a couple of times now with Sunday orders (rather than stuff coming out on Monday) I think as they've become bigger they build up a bit of a backlog of orders when they're shut over the weekend and take a while to clear it. Still never had any massive delays, guess either I've been lucky or you've been unlucky.
Last year I ordered some 24" custom wheels with a cassette. Went on holiday. Came back after a couple of weeks to no wheels.
On emailing it seems because the cassette (or indeed any part of the order) went off-stock they just park the order - why couldn't they just email and ask what I wanted to do?
I'm happy to acknowledge the fact that sometimes things go wrong and was happy with the explanations given to me. It's just that having agreed to cancel the original order and put another one in for just the essential items along with the promise it would go out today it seems another one of the items was no longer in stock, although the site said it was.
Essentially they have advertised stock which isn't available and taken my money for it.
Oh well, it's not like anyone's died, worse things happen at sea and all that. I'll be giving them a stern talking to tomorrow ! 😉
It's just frustrating as they've been brilliant in the past but now I'm thinking I'm going to sack off the whole mail order lark and just stick with paying a bit more by going to an LBS.
good idea!! CRC ( and Wiggle) have always been good, but you have to accept that your order may not be next day delivery, if you want it soon with (hopefully) good customer support, go to your LBS, they need/ want your custom.
Yeah, you're not wrong, although unfortunately my LBS isn't that great - at least for servicing (they wanted £90 to face my headset and BB - jog on!).
I will say that Head For The Hills in Dorking have been brilliant though and I shall be frequenting them more often!
Up to Christmas they were 100% brilliant but got let down on an order, when in processing for well over a week till I emailed chasing up my order and then had email back saying they were out of stock!!
Put it down to a one off experience as I still use them, but I have found they now take an extra day to be delivered
Well, I'm on hold again. If I hear JLS or Alicia Keys one more time I think I may do someone a mischief!
The perils of the internet IMO. Gotta take the rough with the smooth.
Well, I have an update and it sounds good.
The reason the bars are now showing out of stock is because they allocated me the last set so my order should be going out to me today. My first order is in the process of being cancelled and the money refunded back to my paypal account. The delay is because the guy that handles suspended orders was off last week and is having a manic time trying to catch up with the backlog.
So, I should get my bars and brakes tomorrow giving me just enough time to fit and test before I go away Friday.
And relax........... 🙂
I've had just the same problems. when stuff's in stock they're fine, but once it goes out of stock they just don't seem to be able to sort it out.
Poor customer service, they just can't be bothered with their customers!
A
If you've got an Evans or a Cycle Surgery near you, they will price match CRC and Wiggle prices. Just print off the details of the parts you want and go to one of these places (apparently North West Mountain Bikes price match as well, although I've not done it personally).
B*ll*cks to paying full retail price for anything, I say!!
Ordered a headset and a QR set clamp Sunday and received on Tuesday. My Mmmbop is 1 step closer to completion.
yup currently on hold waiting for the to find out why theyve cancelled my order when i asked them not to yesterday......?
sighhhhh
and it may or may not be despatched today
****ers was to try out my new tyres and race on sunday
to be fair they are normally quite quick
things do seem to slow down if there i a stock problem (as this case tyres advertised as folding turns out they only had wire-so order was put on hold)
and i cant change the delivery address from work to home as they would have to resuspend it and process it all oevr again
anyone know of anywhere that has 2.35 dirty dans in stock????
cheers
After I spoke to them yesterday everything got rushed through quickly. Within an hour of the call they had refunded me the money from my first order and then shortly after that they confirmed that my new order was being despatched that afternoon.
I guess when you get that size things can and do go wrong sometimes. It was a shame that I had to chase them to see what had happened rather than being contacted first to say one of my items was out of stock.
However, they were polite and professional at every point of contact, even when I started getting the hump yesterday!
well my items are still 'processing'
sigh
Hmmm, you do seem to be unlucky with this just now, I order a box of stuff end of last week and it arrived this morning. Sure that makes you feel so much better!
They've made a few mistakes with me recently, had to send a wheel back. Never had problems in the past but it's very annoying being in a long phone queue (half an hour) when you have to sort things out after they don't reply to your emails!
still no reply to my maiils or change in order status
****nn eeediots!
just received an email saying they are refunding my transaction
why
every time i rang up they said they wouldnt
their incompetece is getting right on my nipples now
right im off to sit in a phone queue now for a while