Is Rapha customer service any good?

Gorillaz3030
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Joined: Sat Nov 21, 2015 11:14 am
Location: Sydney, NSW

Is Rapha customer service any good?

Postby Gorillaz3030 » Sun Apr 03, 2016 5:35 pm

Hi, I recently purchased a Rapha core jersey and upon trying it on, found that there were several small holes in it. :(

Does anyone have any good or bad experiences with Rapha customer service they would be willing it share?

-Gorilla
1998 Cannondale CAAD3 R1000 - Upgraded to Tiagra 10 speed

lucky7
Posts: 468
Joined: Fri Feb 11, 2011 8:54 am

Re: Is Rapha customer service any good?

Postby lucky7 » Sun Apr 03, 2016 6:29 pm

Been great for anything I've returned or had repaired

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jimsheedy
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Location: Sydney

Re: Is Rapha customer service any good?

Postby jimsheedy » Sun Apr 03, 2016 11:09 pm

fantastic customer service. Gave me a 50% discount on a new jersey to replace a 4 year old one that had gone out of shape. They will repaire any jersey that is damaged in a crash free of charge including postage. If they can't repair they'll replace it.
Image

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rusty842
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Re: Is Rapha customer service any good?

Postby rusty842 » Mon Apr 04, 2016 12:54 am

Gorillaz3030 wrote:Hi, I recently purchased a Rapha core jersey and upon trying it on, found that there were several small holes in it. :(

Does anyone have any good or bad experiences with Rapha customer service they would be willing it share?

-Gorilla


Lower expectations.

Explain to them and either ask for what you want politely or leave it open.

If you want a replacement item then ask for it.

I have been very lucky with exchanges / returns lately but that is mainly by asking and seeing the response.

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Comedian
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Location: Brisbane

Re: Is Rapha customer service any good?

Postby Comedian » Mon Apr 04, 2016 8:21 am

Gorillaz3030 wrote:Hi, I recently purchased a Rapha core jersey and upon trying it on, found that there were several small holes in it. :(

Does anyone have any good or bad experiences with Rapha customer service they would be willing it share?

-Gorilla

Just send it back. I believe you can do that no questions asked for 6 weeks?

I've found Rapha customer service to be without a doubt the best on the market. That's why I use so much of it.. Wait till it's on sale, and if you buy then it's reasonable value.

I crashed last year, and sent both my jersey and nicks back. They repaired the jersey and gave me a voucher for the pants to about half value. I was very happy with that.

A friend had the chamois stitching fail (just a little bit) on her 18 month old well worn nicks. She sent them back and they repaired them. Personally - can't be happier with them.

fat and old
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Location: Mill Park

Re: Is Rapha customer service any good?

Postby fat and old » Mon Apr 04, 2016 7:01 pm

As above, very, very good. Got sent the wrong colour jersey last year (bought on sale). Turned out it was sent as they had run out of my size, and was the "new seasons" version. At sale price. That's what I figured anyway, and spelled it out when they spammed me for a review. I get an email next day, with an apology and a voucher for 50% off (except Sky gear) along with an offer to refund if that's what I wanted. Nice.

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DTdotcom
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Location: Brisbane

Re: Is Rapha customer service any good?

Postby DTdotcom » Wed Apr 06, 2016 1:27 pm

Best in industry.

Gorillaz3030
Posts: 47
Joined: Sat Nov 21, 2015 11:14 am
Location: Sydney, NSW

Re: Is Rapha customer service any good?

Postby Gorillaz3030 » Thu Apr 07, 2016 9:30 pm

Thank you to everyone for your responses.

I emailed them and they have sent a new jersey and told me to send back the damaged one.

The service was quick and the outcome was what I wanted.

It could not have gone better.

-Gorilla
1998 Cannondale CAAD3 R1000 - Upgraded to Tiagra 10 speed

Gorillaz3030
Posts: 47
Joined: Sat Nov 21, 2015 11:14 am
Location: Sydney, NSW

Re: Is Rapha customer service any good?

Postby Gorillaz3030 » Wed Apr 13, 2016 8:16 am

The new jersey arrived yesterday and is fine.

The process cost me nothing and I would like to applaud Rapha for great customer service. :D

-Gorilla
1998 Cannondale CAAD3 R1000 - Upgraded to Tiagra 10 speed

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tomee
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Joined: Wed Oct 15, 2014 4:30 pm
Location: Vic

Re: Is Rapha customer service any good?

Postby tomee » Fri Apr 22, 2016 2:17 pm

The best in the business imo.

They have recently changed distribution. Orders are now shipped out via HK.
It also seems we miss out on certain items compared to the UK store.

thatmdee
Posts: 45
Joined: Wed Aug 17, 2016 6:54 am
Location: Newcastle

Re: Is Rapha customer service any good?

Postby thatmdee » Mon Sep 04, 2017 3:56 pm

Didn't want to raise an old thread from the dead, but also didn't want to start a new one..

Received a pair of pants of Rapha, after around 5 wears, the seam has split below the front zipper. They emailed me saying it's a 'manufacturing fault'.

The returns process is really confusing though. My understanding was that a return for a fault or repair is free. I've been told I need to use the Abbotsford Victoria return address, and not the Hong Kong FedEx labels I received. Apparently it's also returned under the 'repair service' (despite being a manufacturing fault according to the original email) -- and 'Customers are responsible for the delivery of goods when using the free repair service'..

Seems a bit poor and contradictory after they have admitted it's a 'manufacturing fault'.. Free returns don't apply to Australians? :(
Sure, it's a repair -- but only as a result of a manufacturing fault..

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jaseyjase
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Location: Perth

Re: Is Rapha customer service any good?

Postby jaseyjase » Tue Sep 05, 2017 10:48 am

Is not via the 'reply paid' address ?

thatmdee
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Joined: Wed Aug 17, 2016 6:54 am
Location: Newcastle

Re: Is Rapha customer service any good?

Postby thatmdee » Tue Sep 05, 2017 1:21 pm

Yep! Looks like it is, which they just clarified. The repair form doesn't indicate Reply Paid.

samuel86
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Re: Is Rapha customer service any good?

Postby samuel86 » Thu Sep 07, 2017 4:29 pm

Returning Rapha gear is a nightmare!

Parker
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Re: Is Rapha customer service any good?

Postby Parker » Thu Sep 07, 2017 5:02 pm

It's great, needed bib knicks restitched? no worries.

Winter knicks seemed to size bigger than usual so I sent back the ones and asked for a smaller size... no worries.

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