Ordered a Dirt Love in August this year. The ‘Available from’ date was 28 October. Payment was taken immediately, but no bike has turned up to date, some 4 months later. My order still shows as ‘Processing’ on the YT site. I’ve had no emails from either YT or DHL. Last week, the guys down at the Guildford showroom managed to provide a tracking number, which when followed up shows the bike as being dispatched 2 weeks before it was available. I’d had no notification whatsoever, but the DHL site states its delivery was impossible/deferred at my request?! DHL Germany redirected me to a German only site to chase it up. I don’t speak German. YT UK has yet to reply to my email sent a week ago asking where to from here, and there’s no answer when you try either of the UK phone numbers once again today.
I’m aware of and completely accept COVID affecting staffing and enquiry processing times industry-wide, but this now total lack of communication and contactability for a not inexpensive order is starting to worry me quite a bit. I really want the bike, but am starting to wonder if claiming a chargeback on my credit card is now my only option.
Anyone had similar experiences recently? Any other avenues I can pursue before calling my bank? :0(
Non existent.
The guys at Guilfird are super helpful but the whole YT system seems broken if you have an issue. Its bigger than a couple of helpful guys in a showroom fixing it.
The bikes are mint, the spec level is great. But the customer service is horrific
I have an Izzo that should be entering the build queue this week and phoned for an update today.
Seems like Guildford is still shut. One number is user-busy, the other is redirecting to German voicemail.
I'm guessing they don't have much WFH capability and it's all handled out of Germany at the moment.
Got through on fourth go, and should be delivered this week.
I called the guys in the UK yesterday and got an update (not a massively accurate one with exact timescales but better than their website). I think they're just going through company growing pains and weren't setup for the amount of orders or customer service/warranty queries they've got, especially during this year where a load of restrictions will have been thrown at them. It looks like they've got a new CEO in with a bit more experience who will hopefully shake things up and get them in order. In the mean time those of us with orders stuck at processing will have to put up with it for a while. Obviously I'm a bit calmer than the OP as I only ordered my Dirt Love last week, give it another couple of months and I won't be as understanding.
Cheers guys. The Dirt Love is damn well-specced for the money, and I couldn’t build the same for similar. Perhaps I’ll just have to give up on the idea of it being a Crimbo present to myself, and settle for it arriving sometime in the spring, if I’m lucky. (The next batch are due in late January, so there’s always that to hope for!) In the meantime, I’ll just keep on trying to get through on the phone.
Pretty poor experience as well
I ordered an Izzo estimated date 30 Sep20 came and went, had one email about a delay and that it would be shipped mid oct, that came and went. Emails to the main yt service took 3 weeks to get a response.
The delays made me read up a bit more and there are plenty of upset people with warranty issues so I switched to a neuron which took 4 days to arrive. Took yt 4 weeks to refund my credit card from me asking for it to be cancelled.
Hope they get it sorted, nice looking bikes.
Four weeks? Yeowzers. I’ll bear that in mind if I end up going via the bank for a refund. Ta.
Got to be honest, always wanted a Jeffsy or Capra, but read the horror stories and issues mates had, there's so much choice now in the same area that they need to get their act together with delivering to a timescale and warranty.
They do really. They put a lot of energy into social media, brand awareness and YouTube videos of team riders, but appear to have scant regard or resources for those who’ve then invested their hard-earned cash into a YT product.
Jeffsy 29 owner here, found a crack under the plastic downtube guard around 5 months after it was delivered, the guard is not cracked or damaged. After waiting around a month for any response at all from YT ( to be fair part of this wait was over xmas and new year hols) I returned the frame to Germany and they basically insisted it had been caused by an impact and wasn't covered on warranty, but that they would also like my permission to cut the downtube to inspect the inside for manufacturing defects. I can't say that it 100% wasn't caused by an impact but haven't crashed in a way I'd expect to crack a frame. I only spotted it while cleaning the bike so no idea how long it had been there although it definitely wasn't when I fitted an invisiframe kit before I rode it. I ended up getting the crack repaired for around £350 as new front triangle was gonna be €1200, and the repair is holding up fine so far. The whole warranty/repair process lasted around 8 months but a lot of that was due to covid and Carbon Bike Repairs closing through lockdown. I won't be buying another YT and wouldn't recommend them based on this experience, it is a good bike to ride tho and a similar specced boutique brand would've been around £9000, the Jeffsy was just over £4000
pothead - there was a thread on this same resolution offered to a guy on PB - short story YT cut the frame and then insisted it was impact damage - whole thing was a sordid mess. Probably just as well you got it fixed.
test rode their Jeffsy pro race in oct.. enjoyed the ride but frankly not matter how nice the Guildford showroom guys are I wasn't prepared to take the risk.
Sooo....
1) I made a mistake on my Paypal payment, and didn't use the correct reference.
2) I phoned & emailed, told them what I'd done, they said it would be sorted.
3) On or around the prospective build date (Dec 2nd), I phoned and asked if everything was ok, got told yes been built a bit early, should be shipped shortly
4) Called today for an update (since I hadn't had any shipping confirmation ) - apparently they haven't found my money in their paypal account and they need a reference to trace it...
5) Sent them the details and followed up with a phone call to be told that they still hadn't found the money, should get a response tomorrow but I still won't be getting my bike before January as they are stopping all shipments to the UK until after Brexit.
I'm annoyed that the paypal issue wasn't mentioned at number 3), which may (or may not) have prevented 5) from happening.
Not the same league as having your bike cut in half, but definitely having second thoughts now...
TBH the only other thing I'd be able to get at a similar spec would be a Canyon so same issues would happen.
I guess it's going to be a New-Year present to myself, not Xmas 🙁
I don't think it is fair to put Canyon in the same category as YT for service they seem to have processes/systems that work. You could buy a canyon today and have it before Christmas.
Maybe I would of stuck with my YT order if their dispatch times were more realistic, it was pretty infuriating being told the delays were because of a lockdown in germany when Canyon were offering 48hour deliveries at the same time.
I was in the market for a Jeffsy but this puts me off massively. If they are this bad at supplying a new bike, what are they going to be like dealing with an issue or warrantee claim?
I'll be spending my money elsewhere I think.
I don’t think it is fair to put Canyon in the same category
HAHAH! I'd have them worse! At least the YT I ordered a few years ago turned up. I'd not go near Canyon with a barge pole again.
I cancelled my Dirtlove order yesterday as they are still being vague about the mid Jan shipping date and the brexit shipping seems a little too convenient when others are able to ship during this period without issues. They've been good with the cancellation and quickly responded and sent the money back the same day. Ordered an Absolut from Commencal, immediate response about stock levels and shipping and then a quick change of order so I could get one that's in stock and shipped immediately. Night and day difference in customer service (although they don't get the official seal of approval until the bike arrives!)
I ordered a T-shirt from the site back in october. Still said pending in december so sent them an email. They replied saying they were still waiting payment. I had paid for it and even had the receipt from them saying so, sent another reply with the receipt, then the next day another email saying order on its way. Pretty poor service there considering i had paid for it straight away.