Named and shamed……………..Rutland cycling mail order!

Recently there have been some threads about bad service in JeJames but i've just had some terrible service from another 'mail order specialist', Rutland cycling…….

Over 2 weeks ago i called to order a pair of mtb shoes in a size 44, and was told they were in stock and would be out to me in a day or 2, i was in no hurry so that was fine. A week later i received an email telling me the shoes were now in stock in my size 11??? i swiftly called them back to let them know there was a mistake and it was actually a 44 or uk10 i needed, they said that was fine and it should arrive the next day. 3 days later still nothing so i sent an email asking where my shoes were, no answer. called them up on monday 22nd(now 2 weeks since my original order) and i was told that parcelforce had them since Wednesday 17th and he didn't know why they hadn't be delivered – he called me back and said they would be definitely delivered in a day or 2. They turned up today and they were the wrong size, a 43! Now mistakes happen and i accept that but the delivery docket and the receipt suggested that they were not paid for and sent until monday 22nd so this guy had been lying to me all along. I'm a pretty easy going guy but this chap has really burned me with not only his lies but also smug way i was dealt by him, so much so i wrote an email to his boss and still no apology – now it looks like i'll have to send the bloody shoes back at my own expense! Needless to say i wont be using this lot again!

Rant over 🙁

epo-aholic – Member

now it looks like i'll have to send the bloody shoes back at my own expense!

Nope – their fault, their expense.

Don't blame you, incompetence is unfortunate, lying is just stupid from a service provider. Plenty of places to choose from. Don't be tempted to ever go back. Mental note made and their bookmark erased here…

Rutland Cycles, despite the protestations that will follow shortly from one of their reps, has the most shonkiest mail order. Just like JE James in that it has very poor stock control and delivery times can be looooong as they order the bits they apparently have in stock from the distributor. It was supposed to be getting sorted last year but guess not.

In balance the actual shop, well i have been there once, seemed fine..well, i was quite surprised when they refused to price match their own website.

Used them once – or should I say 'tried' to use them. Ordered a repair stand that I needed to help at a charity bikeride. They obviously didn't have the item in stock, but they took the order and then fobbed me off for a fortnight, by which time it was too late to source the item elsewhere.
Bunch of wassocks.

I recently repeatedly phoned them to try and order a very expensive (>£4000) bike. The phone was either engaged or there was no answer for three days. So I sent them an email asking about it. Four weeks on and still no reply. I have ordered the bike elsewhere…

Pathetic.

I rang them last night and got an answer.

dam just ordered some tires from them? ordered tuesday as price seemed good… no movement on the order yet. might cancel now!

Bought a bike, spoke to them a few times on the phone and very helpful, delivered 1 day after ordering, mates have also ordered with no problems…

I've only bought stuff from them via their ebay shop – some definite bargains to be had, and always delivered quickly, but I feel I should mention that STW member V10 (iirc) was very helpful when I was posting earlier this summer about a proposed bike purchase – emails were answered very quickly with bike weights and stock levels/expected stock dates – didn't go with Rutland in the end but maybe I should have (would've saved me a bomb on what I lost on that Bullit frame 🙄 ). I'd certainly use them in the future.

Just my 2 penneth but i've found Rutland Cycles to be a great shop but maybe online ordering isn't their strong point. The guy i deal with (V10 on here) is the most helpful and knowledgeable i've dealt with in a bike shop. Even when i've had little issues they've always been dealt with professionally and fairly.

Maybe V10 could look into this if he's aware of this thread?

Used loads with no problems over the web. Recent order on some Revalations 2010 came next day no fuss. Very helpful – no problems at all……

I've used them a couple of times and they have been fine. Statistically better than CRC in fact 😯

(And yes I know its easy to have a 100% record if they have only been used twice and both orders have arrived OK!)

Ordered some 2010 Revelations from them last Sunday – arrived a couple of days later – great deal on forks and good service too.

they're just down the road from me (but I have bought online as well). Always found them helpful and quick to deliver. They also match their web prices in store which is good.

Can't say anything about the shop, or the staff in general, but the guy who I dealt with on the phone earlier in the year regarding an online order either lied through his teeth twice or does not have access to stock and ordering timescales and doesn't care.

Used them, ordered a helmet. They sent the wrong one. Got onto them, was made to feel terrible for asking them to replace it. They said it would take a few days (by which time I wouldn't need it anymore so would have to buy it from a bike shop when I was on holiday). I asked them to refund my money and chased this up by email. They haven't bothered refunding the money and it's been weeks. I've left it because I've been busy and may as well wait to let them hang themselves.

Disgusting. They don't deserve a business. If my LBS was half-decent I would use them. Right now, I travel 70 mile round trip to go to a decent LBS instead. Much rather pay a few quid more.

i ordered some forks online on wednesday night last week, they came on friday morning. 8) 8)

Dr Dolittle – sounds like the guy i had the misfortune to deal with, his name is Rob. My main gripe is with the guys lies, i spoke to a girl this morning and she couldn't have been more helpful.

Of course you can only go on your previous experiences with shops. Since my original rant the boss has emailed me back to offer his apologies and ensured me he'd look into it and get back to me which is a start. Whether i use them or not really depends on what this guy has to say.

Stable door………horse bolted comes to mind? Thanks for the heads up.

Tom

if you go to the shop, they are fine (as they will tell you they haven't got stuff) i ordered stuff twice via mail order, first time item was in stock on website but never got delivered, took 2 phone calls before they said they were 'waiting for stock', gave them the benefit of the doubt 6 months later with another order, exactly the same thing again!, i'll not order online from them again even if the item is a lot cheaper

I have used Rutland a few times. I cancelled an order when a delivery date wasn't kept after a lot of hassle and mis-leading conversations. The second time I ordered I made the order conditional on delivery timing i.e. by accepting the order on those terms I could cancel if the terms were not kept with no liability on my part. (Late delivery within reason is not usually cause to cancel.) They phoned me to say they couldn't guarantee delivery on that basis – what did I want to do? In the conversation it seems that for a lot of their "deals" they don't hold stock but take the order and pass it on hence the delay in delivery (and the cheap prices) They don't tell you this normally when they take the order. If you're used to next day delivery from CRC etc they can't compete. On price they often can. With me they initially failed because they didn't "manage my expectations" regarding delivery. Not sure if I would use them again – they can be very cheap but often there is less hassle and more reliability elsewhere

I've used Rutland Cycles mail order many times including buying 2 bikes mail order. I found them to be very helpful and would use them again without hesitation, always received excellent service and communication, no complaints here.

been fine when I've used them – but I'd only ever use a proper shop or maybe CRC online if i had to have an item within a few days

1 item was out of stock but I was in no rush and it was much cheaper than elsewhere. They asked me what I wanted to do & I said I was happy to wait – a week later they contacted me to say it still wasn't in, what did I want to do? I waited about 3 wks and got the item.

I bought some shoes from them earlier in the year, I was emailed to let me know that they'd be about a month before they'd be in stock (I'd already looked at plenty of online shops by this time, and nobody had my size in stock) 2 weeks later I had a phone call to say they'd come in and were ready to dispatch, arrived next day.

I've ordered from them quite a bit and never had any problems. Spoken to the lass on the phone once and she was very polite and helpful. No complaints here.
B.
8)

Used them plenty of times mail order, always been great service from them. I have also been into the shop on several occasions and found the guys in there knowledgeable and helpful.

Maybe I have just been lucky but I personally see no reason to stop using them based on some isolated incidences of poor service. I am sure that is the case for most mail order businesses. I have had some shocking service from a couple of the big players in the past but they resolved them satisfactorily and I have continued to use them with no problems.

Maybe I just have realistic/lower expectations?

Been fine with me. Had to deal with them quite a bit when my Exposure Enduro was playing up not long after i got it and they always seemed helpful.

Wouldn't expect them to lie to you though, they should have just apologized and said theyll send it out asap liek they did. Sucks that they sent the wrong size though!!

Lousy shop, I'm originally from Oakham and pop in there when visiting my parents, they talk to you as if you have zero knowledge, and try and sell you stuff you don't want, I've experienced this only last month, needed some liner shorts and was told repeatedly they didn't do them only lycra shorts, then my GF held up a pair. When I asked them about getting in a singlespeed TriCross last year, they told me I didn't want that bike, single speed bikes weren't for riding, my SS mountain bike was outside, having been ridden around the reservoir. I wouldn't touch their mail order in a world of Chain Reaction and Wiggle.

I think Rutland Cycles is an excellent bike shop, others should take note. Staff are always helpful without being patronising. Stock levels in the shop are high and include a wide range. Luke (V10) is one othe best and knowledgable guys I have dealt with.

With regards to the online service, Rutland had stated for months that they are aware of the issues and are trying to resolve them. At least they acknowledge this fact!

forks ordered friday am , arrived tuesday. Steerer cut to length and star nut fitted foc.

no complaints from me

just my opinion – people have a living to make. Things go wrong. If you have a bad experience sort it out with them – personally, I don't agree with publicising it over the internet

I don't rate them much, much as I would like to as they are one of the closest bike shops to me.
My partner bought a Spesh Myka Sport from there last yr – the brakes (BB7s) weren't set-up properly and I don't think the headset was tight enough (although there isn't any notable play in it) because it's really gritty now after hardly any riding.
A bloke I used to work with bought a Marin from there earlier this year & had the same problem with the headset after only a weeks riding & we also had to set his brakes up for him as they were rubbing like mad.

I've ordered from them & it's been seriously delayed – even after phoning and given assurances that the items would be delivered on x date.
And two friends of mine have had to cancel online orders after being fobbed off for 4 weeks with still no sign of anything actually being despatched, despite being told initially that the bits were in stock.

The main shop is actually really good with a decent range of items & everyone is really helpful so I don't understand why the online side of things seems to be so poor…

charliemort – Member
forks ordered friday am , arrived tuesday. Steerer cut to length and star nut fitted foc.

no complaints from me

just my opinion – people have a living to make. Things go wrong. If you have a bad experience sort it out with them – personally, I don't agree with publicising it over the internet

I'm glad you received good service and at the current count in this thread i'd say its about 50/50, but i bet the reality is that more people will be satisfied than not – we do tend to remember bad service! If i had receive excellent service i'd have probably started a thread too, unfortunately the fact is it was the blatant lying i object to and the cocky, i dont give a f*** attitude. And forgive me but aren't forums about discussing experiences and sharing views? If you were in my shoes and someone asked you about rutland would you just say, aye they were fine? of course you wouldn't – these shops make mistakes and that i can put up with, this is a bit more complicated dont you think?

rant over once again. 😀

I think it's luck of the draw, I ordered some 2010 duel air revs for £350 delivered 3 days after I placed the order.