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Anyone had experience of this?

I bought my dad one of their Richard Mitchelson Team Sky mugs.  I ordered it nearly three weeks ago and paid for express delivery, they took the money from me immediately but to date have not delivered, I emailed them a week ago to get an update and didn't get a response.

Is this common or am I just unlucky?

5 comments

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jollygoodvelo [1630 posts] 3 years ago
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I've never bought from them but my usual approach these days in such situations is to ping the company on Twitter...

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FreeTrainerSoftware [11 posts] 3 years ago
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I got a DVD from them this week, it arrived after just a couple of days & we are in France. The mag seems to arrive...although you tend to forget about it with the two month wait between issues..

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TheHatter [770 posts] 3 years ago
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Only ever dealt with them to get their mags but found their customer service to be first rate.

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_SiD_ [163 posts] 3 years ago
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Had some trouble recently.
Found the support via web site very unsatisfactory. 2 weeks no resolution.
Contacted them via twitter and it was sorted within an hour.

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drheaton [3323 posts] 3 years ago
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I ended up following my original email with another copying in their PR manager who's email address is on the site, got a response within a couple of days but it wasn't a satisfactory one.

Apparently the product I ordered was out of stock even it wasn't showing as such on the website. I've been offered a refund or told I can wait for it to come back into stock although they don't know when that will be.

All in all, very unhappy although it appears that Rouleur don't actually do the shop side of things, instead its a company called Spatial. Either way it should not take a month to get a response on a fairly routine query. Appalling service.