Hello
I was just wondering if anyone has had a similar experience with stif mtb
I ordered a stif hardtail (squatch) and paid deposit in March initially told that it would be available in july .The frames have been delayed, which I fully understand due to the current climate , however I have never received a call or email informing me of this , I have had to chase things up on each occasion. I then rang on Wednesday, a member of staff told me my frame had been invisiframed and would be getting built either Thursday or Friday and they would ring me , which they didn’t. I have then rang this morning to be told my frame hasn’t been touched, it hasn’t been invisiframed and there is another delay due to the anti rust treatment not been done on the frames by the manufacturer. Am I being unreasonable or is this shoddy customer service and does anyone else have similar experiences?
If you’ve read this far then thanks rant over
Cheers 👍👍
How long are you prepared to wait?
Other places have bikes in stock! I guess it depends what you want?
i bought a bike from the about 18 years ago. paid with a huge wad of cash, the couldnt do enough. bike developed a problem. it was like i had the plague. took me weeks to get sorted.
never used them since. never will.
I bought a bike from them early last year and after two rides I decided it wasn't right for me. Stif took the bike back and let me switch to an alternative one. Every time I go in store the service I get is excellent. This is the Bristol store so not sure if the Summerbridge store is different.
My mate has one which he let me ride before I placed my order so knew it was the bike I wanted. Placed my order about the same time as you and had one call to update after I posted on their FB feed that I hadn’t heard anything.
Not bothered calling this time as my back is screwed and I’d not be riding it for a while but still very annoying that’s another deadline missed with no update.
Getting very close to cancelling now, the fact I’ve ridden one and that they were super helpful when my mates dropper broke and sorted it quick as, is all that’s stopping me calling to cancel.
Yeah it’s rubbish CS. You’ve ordered / paid in good faith. Least they can do is keep you informed and offer choices to bail if the delay becomes unreasonable. This close in to completion they’d be wise to keep customers sweet with low cost but appreciated goodies - a voucher, sommat from the sale rail, a 4-pack of IPA.
Do you want me to go round with a pitch fork? I'm stuck round the corner all afternoon with very little to do!
FWIW I have bought stuff from them plenty of times over the years and they've always been great. Poor comms are poor comms though.
Used many times for various full builds, spares etc and have been first class (including warranty work). Sounds like they are having issues with their frame supplier they don’t want to tell you about unless they have to.
I’m in zero rush to get mine. I’d not even be having a slight grumble about the timings if I got a quick call or email when it was further delayed.
Saying that though if the latest reason is correct about rust proofing from the factory I’d much much rather they took an extra few weeks to resolve that as it’ll be used a fair amount through the winter!
Replacement Samta Cruz bearings have always arrived next day from Stif. I personally can't fault them although I don't use them much. Hope you get resolution soon.
Have you got yours yet? Mine is due on Monday. Never bothered kicking off at the delays!
Only used them once years ago round you like flies on crap til you empty your wallet then they aren't interested, not used since and won't either
Over twenty years ago but when I was young and foolish I had an insurance payout from a set of Manitou 3s that snapped and put me in hospital. Obviously the sensible thing to do was spend most of it on a complete custom Turner XCE amongst other things. Agreed 10% discount for cash, total order was over £4k, drove to to the shop in Leeds from the South Coast. When I got there they denied all knowledge of any discount. Sales manager who I had dealt with was at the bike show in London, they got him on the phone but he refused to speak to me. Basically said take it or leave it. I was desperate for the bike so like a fool stumped up but never used them again, bunch of shysters.
Ive had great service from them. I ordered a Hightower V1 29 in the sales (40% off) and they rang me a day later to say I can either have the 29 or, as they has excess stock, the 27+ version with a second set of 29 wheels (WTB rims / Pro 4 hubs) for free. I took the second option and they built it as a 29 and i got the race face arc 27+ wheels as well in original boxes which i then sold on ebay.
so not sure if the Summerbridge store is different.
I went in once to get some riding trousers for foul weather, and while I was trying them on, the sales assistant wheeled out on the bikes to let me sit on it so I could get feel for how they'd be. I didn't ask, he just did it, and we had a natter and sorted some other stuff. TBF it was a v quiet mid week visit. But I'd say they've pretty much always sorted me out with stuff and been helpful on the phone when I've called them.
A stick destroyed my rear SC Reserve wheel and the Bristol shop rebuilt it THE NEXT DAY for £45.
That’s pretty good in my books
Is Stif anything to do with Jungle? I'm sure I dealt with Dickon over my SC warranty issue in 2007 and Stif were part of Jungle?
Stif are owned by Jungle, who are owned by Santa Cruz
Although they will deny it if you ask them, Stif IS jungle, they are in the same industrial unit. I don't know the details, but it is obvious there is a business relationship there. Jungle import Santa Cruz, Stif (10 metres away) sell them.
Stif used to be my lbs of choice decades agon when they were in headingleyy, since then I've had one (expensive) frame and numerous bits from them, all, at rrp but they've been spot on regards customer service and support.
They will never be the cheapest but in my experience they will look after you.
Qualifier to that statement is, im not sure how interested they are in until your racking up a four figure bill.
Regards the original posters question, as much as I do like Stif and what they have made with the squatch frame - it offers little over the many other hardtail options on the market and I would not pay the premium for their brand on that type of bike.
On-one/Stanton/Cotic/umpteen others offer better value alternatives.
Stif IS Santa Cruz. So if your not after a Santa Cruz, I'd look elsewhere.
Although they will deny it if you ask them,
It’s literally written on their receipts.
Not an excuse by any stretch but I manage a shop where its fairly hectic all of the time and keeping on top of every individual order is tough. We do our best, but it's far from easy.
Very few manufacturers give us notifications of dates moving and only tend to find out once we chase up said bike/frame. We actively ask the customer to give us a chase if they haven't heard from us and we've not had an issue yet.
No need for the lies once the frame had landed with regards to the invisiframe though.
@tomhoward My experience is that they got a bit uppity when I asked them,as if they didn't want to admit the relationship between the two...
It is pretty obvious as you say, both geographically and in terms of the paperwork when you make a purchase.
Ah OK, I had a warranty on a frame in 07 or around then. I had bought through Stif and they said they were same company so now worries we will ahndle it.
Needed a new rear triangle, mine was cracked to hell. After a long lsit of lies including Dickon claiming no rear triangles left, sorry. Then I emailed SC USA who said they had a few hundred, Dickon only has to do normal warranty procedure and they will send one.
jungle then sent me a rear triangle. It was 2nd hand and had been resprayed, dents and wear etc. Dickon told me it was the last one they had. I Emailed SC USA again, they told Dickon to send me the new one they had sent him, which eventually turned up.
I ****ing swore I would never ever buy from Stif/Jungle ever again. Arseholes.
“…. I Emailed SC USA again, they told Dickon to send me the new one they had sent him, which eventually turned up.“
Wow that’s really really scummy. Can’t be bothered to sort you out is one thing, stealing the part which the manufacturer has sent you (via them) is another thing entirely.
From what I understand they used to just sell Santa Cruz bitd, then they became the importer (Jungle), then a few years ago Santa Cruz USA bought out the original owner so SC own the lot.
I preferred it when Orange was the main brand but they stopped selling them around the SC takeover.
They messed up a wheel order for me , they sent my wheels to someone else & I eneded up short just b4 a big trip
I had to ride the Mega with my old wheelset that needed truing after every day
This was 2004 ish so Ive got over it
it happens,
On the same boat - awaiting a Squatch ordered earlier this year, and have had to chase to find out it's been delayed repeatedly. Staff are great on the phone but not terribly impressed with the comms -
Had x5 bikes/frames from them with two requiring warranty replacements and purchases and replacements have been totally pain free with good communication. Bearing warranty is an excellent process which has got easier over the years. No-ones perfect so if they are pissing you off tell them, the response will show you how seriously they take good customer service.
My teal one arrived yesterday, not been out on it yet but damn it looks good!
Comms were great from when it hit the build list and delivery was on time and really well packed. Real shame there were no updates when it was delayed but I'm giving them a pass and would use again.