Cycling Express - New online shop to compete with UK....
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Re: Cycling Express - New AUS online shop to compete with UK
Postby scirocco » Mon Jul 09, 2012 7:58 pm
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Re: Cycling Express - New AUS online shop to compete with UK
Postby Muza66 » Sat Jul 21, 2012 8:06 pm
Im from NZ and these were the cheapeast any where in the world.
Spent 6 months looking from amazon & ebay to Wiggle, PBK, Ribble etc...even with deals & promo- codes etc Cyc Ex were ther cheapest
NZ we have 'trade me' ..like ebay & these wheels come on many bikes so ..you can get them cheaper on here as people sell them all the time...
STILL Cyc Exp were cheapest. ...On ya boys
Cheers Muza NZ
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Re: Cycling Express - New AUS online shop to compete with UK
Postby lucky7 » Wed Aug 29, 2012 12:01 pm
I emailed CE this morning, but no response thus far.
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Re: Cycling Express - New AUS online shop to compete with UK
Postby MarkG » Wed Aug 29, 2012 12:03 pm
Price match don't mean s**t if you can't deliver.
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Re: Cycling Express - New AUS online shop to compete with UK
Postby ozzymac » Wed Aug 29, 2012 12:38 pm
Last experience they overcharged me, got onto them about it, was promised a refund never did happen.
Between, them sending out the wrong items, then promising to send another, but then send a cheaper type.
The old saying goes, cheaper isn't always better.........
Cheers
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Re: Cycling Express - New AUS online shop to compete with UK
Postby lucky7 » Wed Aug 29, 2012 2:26 pm
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Re: Cycling Express - New AUS online shop to compete with UK
Postby vander » Wed Aug 29, 2012 7:49 pm
I ordered a bike from them recently 10 days from ordering to shipping however I have ordered before and things have been dispatched the next day, its just a bit hit and miss and the communication is still really poor so you have no idea how long it will take.lucky7 wrote:If I don't have a response by the end of the day, I will be asking for the sale to be cancelled. 7 days to process an order is simply unacceptable.
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Re: Cycling Express - New AUS online shop to compete with UK
Postby Marty Moose » Wed Aug 29, 2012 8:23 pm
Sent from my MB526 using Tapatalk 2
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Re: Cycling Express - New AUS online shop to compete with UK
Postby lucky7 » Thu Aug 30, 2012 9:40 am
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Poor Customer Service with Cycling Express
Postby kev007 » Wed Oct 31, 2012 9:25 pm
My latest involvement with Cycling Express involves a warranty claim and the process has not been smooth.
A rechargable light was ordered - light arrived, unfortunately the light did not recharge making the light non-functional.
Cycling Express was contacted, they said no problems, send it back and it will be processed under warranty with postage refunded.
Item posted back 7th August, received by Cycling Express 14th August.
Numerous e-mails sent and phone calls made to Cycling Express over last 7 weeks requesting update - I was told on the 10th October that they had heard back from the manufacturer and a replacement would be sent to me (previously had been told verbally they agreed it wasn't charging and they were sending it to the manufacturer).
Nothing received, so e-mailed on the 19th October, 23rd October, 26th October as to update - no response to e-mails.
Phoned Cycling Express on 30th October and 31st October - spoke to two different people (Eleanor and Peter) who said they are still waiting for a response from the manufacturer...
To me a fair solution given seven weeks has gone by would be Cycling Express recognising the product was defective and sending out a replacement with refund of postage. I suggested it but was rebuffed.
I think seven weeks is a reasonable period of time. But what has upset me the most is the lack of reply to e-mails and the lack of communication from Cycling Express. And I am still waiting to find out whether and when I will get a replacement front light and refund on postage...
The real test of a retailer's customer service is how they respond when something goes wrong and that determines whether somebody will purchase from them again.
Cycling Express needs to work on their communication and procedures if they wish to draw people away from shopping with Wiggle etc who in my experience provide a superior shipping and customer service experience.
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Re: Cycling Express - New AUS online shop to compete with UK
Postby SmellyTofu » Wed Oct 31, 2012 10:29 pm
So stay away from these guys unless you want to play the roulette and hope that whatever you paid for comes complete without anything missing (or damaged and working properly well beyond the warranty period).
Compete with UK? Maybe when they opened but seriously??? and you wonder why some Australian businesses go down.
Bottom line, steer clear or hope for the best with the purchase.
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Re: Cycling Express - New AUS online shop to compete with UK
Postby vander » Wed Oct 31, 2012 10:48 pm
I bought a bike from them and firstly it took a long time to come (about a month). Then when I got it I find the skewer hadnt been taped down or anything and had scratched the bike (albeit minor scratches), also due to this the nut had somehow come loose and got lost in the delivery process so the skewer has no nut and is essentially useless. I emailed him a couple of times and he promised me a replacement skewer which never arrived and he has since started ignoring emails. Additionally I made another order in the mean time and they said due to it taking a long time to get shipped (due to a move or something on their end) they promised a gift with the order, which never came (not that I wanted whatever this was but if they are going to promise it they should follow through).
On another note when I ordered I asked for a few things specifically like a certain size cassette, cranks and stem, now I appreciate they might not be able to do this but they ignored it completely and did not say anything. They also got their bike description wrong and parts were not what they said they were although they were cross-grades and not downgrades they should be able to get what parts are on the bike right on the internet.
All in all highly disappointed in them and more importantly in the way they dealt with everything, needless to say I wont be using them anymore and I will be advising everyone I know to avoid using them also. I definitely would not want to go through a warranty issue or the like with them.
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Re: Cycling Express - New AUS online shop to compete with UK
Postby ball bearing » Thu Nov 01, 2012 11:27 am
Another time I cancelled an order of Shimano shoes because I decided it was wise to try on the shoes before I bought them. I cancelled the order within 5 minuted of placing it and I was hit with a cancellation fee. There is no mention of an order cancellation fee anywhere in their terms and conditions. I let it slide, but I decided to never use them again.
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Re: Cycling Express - New AUS online shop to compete with UK
Postby MN GLXR » Thu Nov 01, 2012 12:04 pm
I used the voucher against some nicks which they sent to the wrong address. Eventually arrived weeks later.
Cheers MN GLXR via Tapatalk
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Re: Cycling Express - New AUS online shop to compete with UK
Postby AUbicycles » Thu Nov 01, 2012 2:54 pm
Please note that we follow a no naming and shaming policy on these forum for Australian business.
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Admittedly it can be a bit of a grey area - reporting issues in a fair and balanced manner is ok. 'Name Calling' is most certainly not ok and action will be taken.
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Re: Cycling Express - New AUS online shop to compete with UK
Postby Ross » Thu Nov 01, 2012 3:13 pm
A couple of emails I've sent them about different matters were answered by Sam within the hour, one was after COB or a weekend I think so that was above and beyond the call of duty I thought.
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Re: Cycling Express - New AUS online shop to compete with UK
Postby scirocco » Thu Nov 01, 2012 9:49 pm
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Re: Cycling Express - New AUS online shop to compete with UK
Postby Johndec » Thu Nov 01, 2012 10:26 pm
Reason: Mod Edit: Just a few posts above I requested a stop to name calling.
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Re: Cycling Express - New AUS online shop to compete with UK
Postby ozzymac » Fri Nov 02, 2012 8:53 am
Or else they send the wrong item, then say they will fix it by sending another one, except it was cheaper than what you ordered, then they offer a refund of the difference, and this never happens.Johndec wrote:They have a site with a gazillion items, 90% of which are out of stock. If I want something cheap I go to Ribble. If I want something in a hurry I go to Wiggle as they now have a QLD based distribution outlet and I get stuff in about 3 days at a cheaper price than CE's "currently out of stock" offerings.
Quick to take your money, and slow at providing customer service..........
Cheers
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Re: Cycling Express - New AUS online shop to compete with UK
Postby ozdavo » Fri Nov 02, 2012 2:24 pm
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Re: Cycling Express - New AUS online shop to compete with UK
Postby MarkG » Fri Nov 02, 2012 2:32 pm
Hating is when you jump on a bandwagon without the benefit of your own experience.
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Re: Cycling Express - New AUS online shop to compete with UK
Postby ball bearing » Fri Nov 02, 2012 4:50 pm
No hate, mate. I do expect a certain level of good customer service. When dealing with an online shop you, as a customer, show them a great degree of trust by paying upfront. When that trust is abused it becomes hard to trust them again - particularly if your trust has been abused more than once.ozdavo wrote:A lot of hating on an Aussie business trying to compete in a tough online market place. Sure they have their problems, but I do try to use them if the price is similar to that available elsewhere, if for nothing else than to try to help keep people in work in Aus.
I have used several Aussie online shops that have put CE customer care to shame; Velogear, Bike Bug, Bicycle Express, to name a few.
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Re: Cycling Express - New AUS online shop to compete with UK
Postby kev007 » Sat Nov 03, 2012 3:02 pm
I think everyone who has reported an experience (positive or negative) has given Cycling Express a go and tried to support them by purchasing from them - I don't think people can be criticised for that.ozdavo wrote:A lot of hating on an Aussie business trying to compete in a tough online market place. Sure they have their problems, but I do try to use them if the price is similar to that available elsewhere, if for nothing else than to try to help keep people in work in Aus.
I guess there are two ways of looking at it - either there a lot of customers with unrealistic expectations regarding postage/customer service/refunds/warranties/out of stock etc or Cycling Express has room to improve with regards to these issues.
In the interests of fairness, perhaps a representative from Cycling Express would like to comment on issues raised by customers regarding postage / customer service / refunds / warranty claims / out of stock items?
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Re: Cycling Express - New AUS online shop to compete with UK
Postby ytd » Sat Nov 03, 2012 6:22 pm
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Seeking A Response From Cycling Express
Postby kev007 » Sat Nov 24, 2012 3:24 am
A Cycling Express staff member contacted me the next day following my post and indicated that the company had approved the warranty claim. A replacement light was sent out.
The replacement light charges fine but it doesn't change light modes easily - the button to turn on/change modes 'clicks' but doesn't switch when you press it from on top, it only works when you press it from the side. I e-mailed Cycling Express on Wednesday as to what to do but have yet to receive a reponse.
Previously Cycling Express indicated they would refund postage in regards to the previous warranty claim. I have e-mailed them about when and how they will refund postage but they have not provided an answer to this query (it has been over two months since the original warranty claim).
I am hoping that a Cycling Express staff member will read this post and respond to my e-mail or here on this forum. If anybody has any other suggestions on how to resolve these issues I would be happy to take advice.
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