Superstars… Customer service
This is mainly a bleat from me because I’m not happy. but that’s how it goes.Posted 4 years ago
I ordered some wheels, Red Hub, Red Rims, thought they’d look ace on my G Spot. Unfortunately they arrived and are not red, they are pink. so, not as described and, to my mind defective certainly in areas of spectral analysis. So I ask how to send them back and get pointed in the direction of their conditions of service, which incidentally are out of date as they still cite a VAT rate of 17.5%…
I ask about postage back as the Post Office is just being silly and I get sent a link to parcel to go. Very little dialogue, not very happy. I’d heard good things about Superstars but I’m not seeing much evidence. As I said, bit of a bleat…seaversMember
Hummm, well I have ordered from them plenty of times. Mostly Brake pads but other stuff too a stem and a 10mm QR. Everything has been spot on but I have done so knowing they are not the best when it comes down to customer service. I am happy spending a few quid with them but a wheel set, no way. Too hit and miss when it comes to build quality.
In your case, you have 7 days from delivery to return, distance selling act and all that. Suck up the postage and get your money back.Posted 4 years agodarksliderMember
To balance it out, I’ve ordered loads of stuff from SSC when building a bike and didn’t have any problems with any of it, even a custom built DH wheelset arrived perfect and in true and hasn’t needed any more than a few slightly loosened spokes tensioning back up in a year now, still all running perfectly.
But their entire business model seems to be like the contractors triangle. You have good quality parts, cheap prices, and good customer service. Pick any two.
Trick is with them (and any online retailer to an extent) is to spend ages doing your research and making sure it’s exactly what you want before you order to minimise the chance of needing to return something.Posted 4 years agoBoardinBobSubscriber
Just about to send some brake pads back which wont fit in the caliper. Originally thought it was too much paint on the backing plate but holding up the Superstar pad against the original Avid pad shows the backing plate is too wide at certain points. I’m sending them back along with the Avid original as evidence. It’ll be interesting to see what the response is.Posted 4 years agoScapegoatSubscriber
Op take a deep breath, pi k up the phone and ring them. Start off matter of fact. Not angry, just ” I ordered red, these are pink” and be prepared to enter into adult dialogue. I had an issue with a wheel and did just that. He sorted it out really well, and I personally will always endorse his efforts.
Are you telling us they actually sent you pink wheels, or is it that the red isn’t the right red for you?Posted 4 years agocrankriderMember
Is it a case of too much too soon for Superstar?
They are showing off cnc machines and building huge amounts of wheels when in reality they need to slow down and concentrate on improved service before further increasing turnover.
I have been happy with their pads, cant comment on customer service but we have to remember the bike industry is very small, can we expect the kind of service we get from large companies?Posted 4 years agoBoardinBobSubscriber
Just about to send some brake pads back which wont fit in the caliper. Originally thought it was too much paint on the backing plate but holding up the Superstar pad against the original Avid pad shows the backing plate is too wide at certain points. I’m sending them back along with the Avid original as evidence. It’ll be interesting to see what the response is.
Thumbs up from me. Pads sent back yesterday, refund issued today with no questions asked. Top service.Posted 4 years ago
well they are telling me that the reason i’m returning is a matter of personal choice where as the reason I’m returning them is they are NOT red. Not as described. If I buy something and it corresponds to description but I don’t like it, I should pay the postage. If it turns up and is the wrong colour, then it’s not my fault and I shouldn’t pay postage.Posted 4 years ago
So not terribly impressed. Other retailers manage to communicate and deal with issues without you having to justify to the nth degree.
Returning faulty goods bought online
The Distance Selling Regulations are in addition to your other legal rights. So, if your goods are faulty and don’t do what they’re supposed to, or don’t match the description given, you have the same rights under the Sale of Goods Act as you have when buying face to face.
The detail about the colour will be the interesting part, how different is it to the description/photo online?
In reality you want postage paid due to not being as described, they appear to be taking the change of mind aspect, which entitles them to let you deal with the postage costs.Posted 4 years ago
Nope. didn’t even acknowledge the question about it. claimed it was a “Customer preference” issue. Was tempted to go the whole trading standards route, but really I’m just very disappointed. Seems a few people have had issues with this area of their operation. Shame. I do have the right wheels now though. I still wish they were red though. 🙂Posted 4 years ago
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