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Kryton, should that read princess... 😀
Should say "Toughen up Princess" actually if you look at the back of his phone 😉
I always try and buy from Merlin above all other retailers as their service is first rate. Prices good, delivery quick and customer service excellent.
Recently I returned a Reverb that had failed under warranty and I had it back (well a brand new one!) in a week. Called Merlin to say thank you for the fantastic service and got a given a £10 gift voucher without asking. It's amazing what being nice gets you...
Robhugnes and hammyuk you've lost me...
I run my own business and I would tell the OP and his expectations to jog on.
If I buy online, I risk not seeing the item before purchase. I accept if there is a fault, I will have to wait for it to be returned, fixed or replaced then posted back.
You can't blame Merlin for the issue with the courier. Like you can't blame Heinz if the person who sold you your tin of Soup was rude to you or took too long. OK raise it with Merlin but don't blame them.
Merlin are my LBS and are always 100% fine with me.
Rob means "Dry your eyes Princess"
We have a phrase at work Kryton - comes from something Mattbee has on the back of his phone.
"Toughen up Princess"
Especially useful when some hairy arsed 6' rugby player is being a little girl and won't get out of the door at 90mts and abseil.
Works rather well..
If it doesn't we use the vid of my eldest doing it - aged 10 😆
But we digress..... the OP is a Big Girls Blouse and should flounce off in an accordingly appropriate manner....
I don't accept apologies from these companies, that is too easy. They should do something like send a gift voucher. They weren't very interested in this suggestion.
There's a surprise.
Is this going the way you expected pal?
To be fair, you sound like a whinging free loader.
Used Merlin for 20 years or so,back to when you had to phone through your orders. Always been first class. Even sorted the back a wheel they'd built for me that I'd wrongly specked a screw on hub rather than cassette. Entirely my fault but changed no probs.
Well.... I've bought loads from Merlin including a custom wheelset. I couldn't work out if rim tape was/wasn't included so checked. It wasn't, so bought some.
The wheels were as listed (components and weight) and were well built. All the other stuff has been quickly delivered and amongst the cheapest of the on line shops.
They're ace IME and I'll not hesitate to use them again.
Whilst I agree that what you experienced was a bit poor, I have to say that I have never had anything but good service from them. The recommendations from here was what caused me to choose them for my hardtail and the buying experience for that made me choose them for my road bike. When I broke a spoke on the road bike, I phoned them up and asked what spec it was and they sent me out two for free. _and_ a couple of others in the sizes I would need for the front wheel and the other side of the back wheel.
They have always been helpful and friendly. I think you may have had a bit of an off day experience with them.
Merlin have always been excellent in my experience.
FWIW, they fulfilled their obligations to you completely according to your version of events. For them to offer 'something extra' I would always advise that you adopt a less threatening tone when complaining. From my experience (in hospitality, but the principle is the same), nothing irritated me more than someone threatening to go online and slag me off, and then demanding freebies.
I think OP probably needs a bit of a reality check....
I'd like to thank the OP. Ive never used Merlin but the feedback from happy customers on this thread has put them on my go to list.
Best Merlin advert ever! A ringing endorsement which I hope someone from Merlin reads!
FWIW Never had a problem with them and rate them above a lot of the online retailers...
My go to online shop and get cash back via quidco as well, never had a problem with them at all.
Just to add, Merlin=Excellent, and are my first choice online bike emporium.
Whatever you do don't use your Lbs.This has nothing to do with giving you good advice.It's more not wanting to ruin some poor sods day.
Been buying from Merlin for years.No probs. Unfair slagging off if you ask me.
Do you think that Freddy works Merlin but is drumming up business?
I think its reasonable to be annoyed about the Courier. Although I'm not sure what Merlin could have done
In general don't muddy the waters of a complaint by bringing extras into it. 20 years teaching taught me that. Don't bother adding baggage o a complaint about a student it just gives people room to dispute things. Just keep it simple and stick to one clear cut misdemeanor.Luckily these days are now behind me
The wheels were heavy. Top tip most weights for wheels exclude skewers, does that help. Oh and extra weight on the wheels doesn't really count double
Nice to see lots of love for Merlin here, good lot they are.
Op is asking too much IMO and I think he's the Ebayer I've had the misfortune to have sold stuff to only to have him demanding things from me as he expected them.... Although they weren't in the description or photo... Jog on.
My experience with them has been great.
I bought a Camelback Mule. On it's maiden voyage the bite valve fell off on a tarmac road. It had been at least 10 miles before I noticed. I went back later with the car to look for it but couldn't see it.
I know I was partially to blame for not checking how tight it was on but had never lost one before. Sent them an email and they stuck a replacement valve in the post free of charge.
Tried to but some Ultegra jockey wheels from Merlin but they sent me a box of angry hornets instead.
Against the grain but when my altura shorts literally fell to pieces Merlin customer service was very poor.
Merlin is pretty local to me and they've always sorted out any problems I've had.
And I've known them to provide replacements for defective items even when the warranty has run out or when the distributor isn't playing ball with a warranty replacement.
I always tell myself that there is an art to being a good customer, as well as a good seller.
I'm frankly surprised that most on would be happy with Merlin's response on the courier issue. It is their chosen courier, and after a customer has waited in all day twice for a no show, bloody obvious at that point to use a courier with a sat nav and a watch.
Other complaints I find unrealistic.
Bit harsh on the OP his choice if he doesn't want to use Merlin again
As he asks for suggestions of other retailers I'll suggest Mark Anthony Cycles or Dave Hinde
Dave Hinde? There is more negative feedback on the Web about him than ISIS.
Dave Hinde? There is more negative feedback on the Web about him than ISIS.😀
Do Merlin offer you outside for a fight if they don't agree with you? Allegedly, that used to be Dave Hinde's customer service.
Dave Hinde? There is more negative feedback on the Web about him than ISIS.
Shhh 😉
So the OP buys something,then uses it, and then expects it to be changed and stuff added for free.
And for the supplier to come and pick it up at an exact time?
Chuff me....
In fairness to the op, it's bloody annoying when you wait in all day and no one turns up so he/she/transgender person gets my sympathy on that.
Then immediately loses my sympathy as they were annoyed that they got not freebies and then complains about that fact online.
I hope someone at Merlin gets to see this. Amazing endorsement of their customer service. I generally try to buy from them because their service is so good, even if it's a tiny bit more expensive.
I wonder why couriers might be a bit busy and possibly running a bit late this time of year...
I have spent plenty of money with Merlin and they are better than CRC and as good as Wiggle in my opinion.
I've got some spare rim tapes that came with 2 sets of wheels I ordered. I would post them to you but if they don't arrive or their faulty, or you want a collection arranged.. god knows what will happen to my reputation 😀
I hate Merlin now after years of faultless service. Bought a cross bike from them for my son, they didn't have the frame in stock so upgraded it FOC without saying anything, he now has a better bike than me. Damn you Merlin......
Never had a problem with Merlin. They are a ten minute drive away also which is a bonus. Crc never had a problem with them and Tredz are excellent also.
Tredz are excellent also
Aahhh and now the thread loses all credibility 😳
I posted on thread 18 hours ago and I still haven't received my free rim tape. Thinking of phoning them to see if I can get a voucher or something. Shocking service.
Whatever you do don't use your Lbs.This has nothing to do with giving you good advice.It's more not wanting to ruin some poor sods day.
😆
That's brightened my morning up!
My experience both sides of the counter over many many years has taught me that manners cost nothing, but often mean you are rewarded well, where being rude and/or having unreasonable expectations generally gets you nowhere... Merlin are successful for a reason. Being an LBS owner it grates me to say, but as a previous customer of theirs myself, their service really is top notch. The only thing that pisses me off about them is that they often sell products for cheaper than I can buy them from the official distributors, but this is a whole other matter that's not really relevant to this thread, and part of the reason it's increasingly tough for an LBS to compete.
Anyway... I've worked in retail for many years, owned my own shop just over two now. I've never fallen out with a customer, I've always been able to resolve something so far. But I do feel that with expectations like the OP's you'd be trying my patience somewhat!
Should add that you probably don't need a courier to send things back to the LBS too, and with most things like wheels etc. Bought online, the moment you have any cause for warranty/return that any savings you made on the price of the item are usually negated by the hassle or cost of sending things back. Merlin's courier have been less than ideal in this situation (the only thing the OP has to complain about), but most online retailers would point to the fact that any returns are subject to the customer's own cost, and can in no way be reimbursed by the seller (I don't know of many online retailers that would offer to pick it up for free!)...
On the issue of weight... There's nothing worse than a customer that insists they KNOW what they want, but when they get it, it is of course wrong and it's your fault. Of course, the chances of this happening would have been mitigated if you'd used an LBS as they would have undoubtedly talked through some decisions to get to the wheel you wanted, and made some suggestions too (Merlin can't do this if you just click a few boxes on their website). But then you probably know that already...
I am with the majority of posters here.
However whinging about couriers may have the effect of it being passed on or the retailer going elsewhere, hopefully by a more effective company.
Blaming the retailer isn't on but letting them know is as long as it's done properly.
However whinging about couriers may have the effect of it being passed on or the retailer going elsewhere, hopefully by a more effective company.
True. Given the option I'd pay a couple of quid more to have stuff sent Royal Mail. If I'm not in I can easily get it from the sorting office.
I would not buy anything online if I knew Yodel was the courier.
Sometimes good to get it off your chest OP, sounds like a disaster from Merlin on this occasion imo. Waiting in for people for 2 days when they don't show up would drive me mad and then getting the run around on the phone would be the cherry on top.
I have also had above average service from Merlin over the years so try and put it down as a one-off.
If you're struggling to get weights and info on parts before ordering then post on here and usually someone will have the answers for you pretty quickly.
sounds like a disaster from Merlin on this occasion imo. Waiting in for people for 2 days when they don't show up would drive me mad and then getting the run around on the phone would be the cherry on top.
whatever you do dont try dave hinde if this constitutes a disaster
Not their fault over courier or parts being shonky and all they did was what they had to and not give the OP a freebie to say sorry.
Bit Mleh but it is my LBS so cannot comment on what they are like mail order but they are sound in the shop