Hi there,

We found your Hotmail message from 7 days ago, very sorry to have missed it. That is the only message in our system, however.

We’ll respond to you directly via email just now.

Thanks for finding a way to get this back and forth going. It seems the email medium simply failed us so far this time around. That’s regrettable and I apologize.

As Jon mentioned, we are not in the ignoring emails business. I and my team genuinely want to help each OneUp customer. We respond to upwards of 400 inquiries per week and hate to miss one.

I see that we had a 1250 word thread going in August regarding questions you had pre-purchase. That exchange exemplifies what we aim to do in support here. I hope that missing this one email from you a week ago doesn’t actually make us the worst at customer service. It’s a miss, I’ll own that but it does not speak indicatively of some mission statement toward poor customer service.

Moving toward a solution for you; I’ve created a new order for you and a second dropper post can ship to you in Exeter tomorrow.
I’ll be sure to upgrade the service away from Yodel and they have not proven ideal so far. If you can email us back and confirm your address we’ll release that order. We laid out other options in the email should you prefer to cancel and shop elsewhere also.

Thanks for your patience, and again, very sorry for missing that email a week ago.
We truly aim for the opposite of your thread name here and plan on proving that for you going forward.

Thanks for your order and stay safe,

Owen Foster

Warehouse & Customer Service Manager
OneUp Components

@munkiemagik – Just double checking that you saw my response above.

Jon

First, I’m very sorry that this has been your experience. We pride ourselves on getting back to every e-mail within 2-48hrs so there must have been some breakdown here. Let’s get to the bottom of it and get you sorted ASAP.

Please email info@oneupcomponents.com and respond on here with your subject line. I’ll have our CS team look for it immediately.

Yes, Christmas has been a busy season but your wait time and impression of our after sale service is not up to our standards.

I look forward to your e-mail
Jon
Owner
OneUp Components

I was very interested in this, until…..

EDC

$59 for the tool, plus $25 for the top cap and another $35 for the tap to thread the end of your steerer.

Bit steep I think. I’d have lived with a top cap that didn’t tension the headset and was held on with grub screws

Thanks for the feedback. Our hope is that the tap would be shared by groups of friends or that people would go to a local shop to have the work done. It was very important for us to provide a professional tap to complete the threading operation.

Cheers,
Jon @ OneUp

@brickwizard – We ship UK shipments from our UK warehouse so prices include VAT and shipping is fast.

I hope that helps,
Jon @ OneUp