[Closed] Customer Service: The Good, The Bad and the OK

Being in recovery from surgery I have too much time to spend on the forums and no time allowed on the bikes. And this is one result. A very quick summary of my personal experience of bike gear shops that I have used in 2011. A quick [b]PASS/FAIL[/b] rating with comments where out of the ordinary. Obviously somewhat subjective, but they had to really mess up to fail. In approx order of spend value........

[u]LBSs used;[/u]
[b]
SantaCruz/Niner dealer[/b] - very good service from Paul and the team from Rock and Road (much better attitude than the other local SC deal I went to when looking to buy last year) - [b]PASS[/b]
[b]Specialized dealer[/b] - indifferent service. Does make me wonder why I didn't just buy the bike online. Jury is still out (I have an upcoming warranty issue!)
[b]Industry Nine dealer[/b] - [b]PASS[/b]

[u]Online retailers used;[/u]

[b]ChainReaction[/b] - didn't even reply to me after I had 2 consecutive CC's compromised earlier this year. Also didn't acknowledge delivery promise failures - [b]FAIL[/b]
[b]Wiggle[/b] - [b]PASS[/b]
[b]Jenson (USA)[/b] - Initial teething problems but good remedial customer - [b]PASS[/b]
[b]Stif[/b] - they aren't in too much of a hurry, but are good with advice. - [b]PASS[/b]
[b]Westbrook Cycles[/b] - borderline [b]PASS[/b]
[b]Competitive Cyclist (USA)[/b] - stuff often arrives quicker than from UK based retailers very efficient. Tax and delivery charges aside - [b]PASS[/b]
[b]Ayup lights[/b] - [b]PASS[/b]
[b]NextDayTyres[/b]- Nearly always live up to their name! - [b]PASS[/b]
[b]Rutland Cycling[/b] - [b]PASS[/b]
[b]Winstanleys[/b] - [b]PASS[/b]
[b]UKbikestore[/b] - [b]PASS[/b]
[b]Evans Cycles[/b] - [b]PASS[/b]
[b]29Squadron.com[/b] - Wanted additional delivery charges after their courier failed to deliver on first attempt. I declined and they only refunded the cost of goods - they charged me for the failed delivery and are adamant about not refunding it. Their attitude is piss poor. -[b]FAIL[/b]
[b]Pedalpowershop[/b] - So far failed to deliver goods ordered 7 weeks ago. They don't answer the phone and I have had one apologetic email reply to 5 requests during that period. Very poor communication. - [b]FAIL[/b]
[b]Ribble[/b] - [b]PASS[/b]
[b]Freeborn[/b] - [b]PASS[/b]
[b]JustRidingAlong[/b] - [b]PASS[/b]
[b]Wheelies[/b] - [b]PASS[/b]
[b]Triton Cycles[/b] - So far failed to deliver goods ordered in April [b]- [b]FAIL[/b]
Planet-X-Bikes[/b] - [b]PASS[/b]

All goods ordered on online retailers were shown as in stock. CRC get a lot less of my business since the CC debacle.
[u]
Best customer service[/u] [b]LBS[/b] - Rock and Road. [b]Online[/b] - CompetitiveCyclist.com
[u]Worst customer service[/u] (by a huge margin): [b]Online[/b] - 29Squadron.com