Buying from Rouleur

by drheaton   October 8, 2013  

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?

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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...

Boardman CX Team '14 | Cannondale CAAD8 '12 (written off, SMIDSY) | Scott Sportster '08

Gizmo_'s picture

posted by Gizmo_ [738 posts]
28th October 2013 - 8:55

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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..

posted by FreeTrainerSoftware [11 posts]
30th October 2013 - 23:29

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Only ever dealt with them to get their mags but found their customer service to be first rate.

TheHatter's picture

posted by TheHatter [810 posts]
31st October 2013 - 22:23

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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.

_SiD_'s picture

posted by _SiD_ [179 posts]
1st November 2013 - 0:21

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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.

posted by drheaton [3429 posts]
1st November 2013 - 8:58

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