[Closed] CRC - Please help!

they are very busy, maybe best to keep on trying to phone them, rather than slag them on here.

I thought that internet retailers shouldn't take your cash for goods, until they have been despatched?

I'd have thought that in the first week back after Christmas they'd be pretty busy, so probably best to keep hitting re-dial.

money doesn't get taken until stuff is sent out

I have ordered something from Evans and they took the money straight away (Saturday 2nd Jan).

Not had an email saying despatched so assuming they haven't sent it yet.

I ordered a DVD from Amazon on 14th Dec - it shipped on 16th but never arrived. Emailed them on 3rd Jan and they replied within the hour saying it must have got lost en route - re-shipped on the 4th and now just waiting for it to arrive.

It's that time of year so do bear with them, but do chase them too.

But if the CRC order says 'processing' presumably they haven't sent them yet?

If you choose to pay by paypal they take it immediately.

Guaranteed delivery surely means just that! Phoning from Malaysia is not so easy but I am and they do not answer...I have sent 3 e-mails and still no reply. It must be a nightmare being busy, raking in the cash and not sending stuff...customer service my ares!

How they they process on item for a week and take extra for spesh delivery and still **** it up?

Are there any others ways to get in touch other than those they suggest?

Will keep trying.

Best off to keep phoning - (use skype its cheaper!!) i have never had a problem with crc, always delivered my orders very fast, and sorted out any problem very quickly

Danny

andy.watson@chainreactioncycles.com

Yeah, gonna be honest mate CRC are probably the best online retailer, I've used them for over 5 years now and not really had problems. Sometimes things go wrong, worse things happen at sea!

I ordered some bars on 18th Dec, got an email on 21st Dec saying order was complete which normally means they've been dispatched. Still no pedals. Two separate emails sent with no response. Will phone shortly until they answer. Normally hold CRC in high regard so suspect its just busy.

I have been a regular user as well and I guess that is why this is so disappointing, will try that e-mail Del, many Thanks
Shiny

kevster - Member

I ordered some bars on 18th Dec...

... Still no pedals.

Can't really blame 'em for that, can you? 😉

warton -
maybe best to keep on trying to phone them, rather than slag them on here.

couldn't disagree more, this is a public forum and it's our chance to be heard, we don't have to keep hush about bad service or products for fear of losing advertising revenue. even if they are busy, it only takes a few seconds to acknowledge receipt of an email and confirm that it will be dealt with.

2nd stuMcgroo

Ok!!! I ordered pedals and still no pedals received, getting confused with original post!

Stu McGroo
Andy from CRC was on here a few days ago saying he currently has about 500 emails to get through. I assume this gets added to every day. So would your prefer he takes 2 couple of minutes per email to check on order and send email = 1000 minutes, at least a couple of days. or use the time to package and send out goods?

I agree that bad service should be flagged up, but surely actually speaking to them and finding out the exact status of the order would be best first.

Shiny,

Apologies for the delay, I have located your order on the system, give me a moment to look into it for you and see what's what.

Andy

Shiny,

Some obscure system issue regarding the discount. This has basically jammed the order in limbo.

I have had my colleague sort this and a reprinted order is going to ne sorted now, we have refunded the postage charge as the least we can do.

Weather permitting you should get this tomorrow.

If there are any further developments I will email you.

Apologies for any inconvenience caused.

Andy

Placed an order on the 29th Dec - order completed on the 31st - package arrived 5th Jan. Now this is a little longer than I would usualy expect, but there has been a bank holiday and bad weather across the country. CRC and the Royal Mail do a great job between them especially at this busier time of year.

If you are out if the Far East, why didn't you just buy them there - surely they'll be cheaper?

ordered stuff on the 23rd Dec, delivered on the 24th, WOW.. Cracking! 😆

So would your prefer he takes 2 couple of minutes per email to check on order and send email = 1000 minutes, at least a couple of days. or use the time to package and send out goods?

I'm assuming andy isn't the only person there and deals with all emails and packing / distributuion.

Or alternativly, antipating a busy xmas as one of the biggest online retailers, they take on xmas casual staff to help with the extra work load that is in turn generating extra revenue.

Being busy shouldn't be an excuse for poor customer service, afterall you want to keep your customers happy to secure them as future customers.

Seriously though how long does it take to set up an automated email replying to all emails? A simple message that informs customers that they are very busy and during this period replies may take longer than usual. At least this way people know where they stand and don't think that their repeated emails and calls from malaysia are just being ignored.

Andy I have orders that were completed on the 26th and 27th and have not yet arrived. Can you check on those? Only one had the discount.

could be difficult delivering things with the snow etc in some places that is :/

We only got snow today and other parcels sent later have all arrived.

I think they are short of staff and found when it says an item is in stock sometimes it's not.

mmm my order last week was processing for 48hrs, then it arrived and was still showing processing on line....something wrong with there order system I think????

peteimpreza,

I see two orders, one from the 23rd (shipped on the 23rd RM 1st Class) and another from the 27th (shipped on the 29th using RM 1st Class)

Would appear that at present any delays with your orders are Royal Mail postal issues.

If you could allow a couple more days and then contact us if nothing arrived and local sorting office and neighbours don't have anything for you and we'll get that sorted for you.

never had any issues with CRC - great supplier

I've posted;

One parcel on the 19/12
Two on the 31/12

All recorded, none have arrived yet.

Cheers Andy

I'd agree that your problem must be with royal mail,i made 2 orders 1 on 29th & 1 on 30th they were sent out on the 4th and arrived yesterday,try your account to see if your order has been processed!

Couple of orders recently.
No problems - great service.
Balancing things out..

it makes me laugh 😆 @ how good CRC are at despaching orders (very IMO) and they still use the Royal Mail for deliverys and then take all the shite when it goes tits up

do the Royal Mail pay CRC or is it the other way around ?

again, for perspective. I ordered something last night, just got email saying its been despatched. never been anything other than excellent for me

Andy,
You are a star, many thanks for the reply. Very much appreciated. Got to go, think the Mrs has just gone into labour (sp?)

Hot water and towels here I come!

Thanks for all the useful feedback fellas - +ve and not so.

Cheers
Shiny

"think the Mrs has just gone into labour"

well the bike bits won't be needed for a while in any event...

hope it all goes well.

I couldn't believe it before xmas I ordered some some pedro and park bottle openers, so small parcel on 22nd Dec and they arrived the next day on the standard delivery!!

I've been using them for years, since my first order of some hard nox leg armour (if people remember that stuff!) and stuff has always turned up super quick!

warton, i was going to say what gravitysucks said but he beat me to it.

anyway, it would seem that thanks to this forum, shiny is now a happy and future customer of crc.

also, i don't know andy or if he appreciates this sort of publicity on a public forum but hats off to him for coming on and sorting these problems out, very commendable in my opinion.

Shiny, no problem, and good luck!

Stu McGroo,

I'd rather not have any issues that I have to come on here and deal with at all to be honest and we are doing a lot here to minimise the times i will have to, but if I am needed I will do what I can to help....

I ordered some bits & bobs on the 29th Dec & they were here in Belgium on the 4th Jan. (maybe we have different type of snow here :D)
So far CRC have never failed for me on delivery...

I'm sure CRC have screwed up a few times... but in my experience in ordering from them for 4 years I have only ever had one single problem, a headset i ordered looked used, but i rekon someone must have sent that back to them in that condition, i suppose they could have checked, buti didnt really care as they readily replaced it. Other than that, and as someone who works on ecommerce websites, i can only say their delivery service is the mark by which i judge others. And we all know they are great for price. To be honest with some of their prices you could expect them to take their customers for granted. But nothing of it. They deliver for me every time. They are great with returns also. I have no need to blow smoke up their jacksies but that is simply my experience. They have generally been pretty good with email reponses and very helpful. Sure the phone is quie often jammed but i suppose its tuff being popular? Now i don't want to do down people that have problems. If it was me id be pissed too. But i rekon its reasonably rare with them.

Andy, whats the situation with my order, orer no. 3397369? Cheers, Kev

I'm having severe Royal Mail/ CRC issues.
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.
.
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1) Royal Mail (my employers) dont pay me enough, so I cant spend more money with them.
2) CRC ( with that in mind) wont be charitable and let me have stuff for free.
Seriously, when I see my customers getting CRC stuff, as a fellow cyclist I always go to a bit more trouble/time than I'm meant to to make sure they get their items.
Just be in, OK!!

@ Andy from CRC.

Parcels located.

We were carded by Royal Mail and went to collect from the local office. They handed over some parcels but not all. The CRC ones were retained in error. A call to them this morning has cleared things up and the good lady has collected them this morning.