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Ribble Cycles - repeated non-delivery of new bike - is it just me?
Just wondering whether I'm just unlucky or whether others have had (are having) similar experience to me..
Ordered new Ribble CGR Pro Ti di2 bike back in May this year. Projected delivery then was early October due to supply chain issues which seemed reasonable in the circumstances. Due to how I wanted to finance the purchase myself I have already paid Ribble in full for the bike.
So the first delivery date early October was approaching when I received an apologetic email from Ribble advising me that due to component shortages my build was being delayed to late October. Fair enough I guess, everyone knows the bike component supply chain is screwed so I can live with that.
As late October approached I contacted Ribble via their support chat to confirm my 'new' delivery date shown on my live order tracking status page was still on track. Oh yes they said, everything is correct with your revised delivery date. This was the case right up to 24hours before the delivery date, at which point it suddenly jumped back to mid November... the same thing happened again a few weeks later when the promised dispatch date approached and got bumped back to 03 December...
I tried contacting Ribble customer service again to get some kind of explanation for why they no longer see fit to advise their customers when their bike orders are being delayed but was simply given some flannel about 'supply chain issues beyond our control' but no apology or explanation as to why my order delivery date keeps being bumped back a month or so at a time with no actual reason given or effort made to advise the customer.
So this time I waited again for 3rd December to arrive. A week before this date I contacted Ribble customer chat again who confirmed my order was still on track for 03 December dispatch... however again this week the dispatch date suddenly slipped back to 17th December just a day before the promised dispatch date of 03 December.
The bit that really pisses me off with this approach from Ribble is that they seem perfectly happy to take a significant sum in full payment up front for a new bike build and then repeatedly mislead the customer with continually slipping magical 'dispatch dates' (which they no longer even bother contacting the customer to advise have changed - it's left to the customer to keep checking the fictional 'order status' on the website to discover the delivery dates just keep changing the day before promised dispatch).
We all know the bike supply chain is on its knees at the moment, and I can accept that my new bike build could be affected by that, but why can't Ribble just treat their customers with some respect and admit they won't be able to deliver when they promised, and instead give a realistic (and honest) projected delivery date? It's just too easy to hide behind 'supply chain uncertainties' excuse and not actually engage in any honest dialogue with the customer.
Can't help feeling that now they've taken my money they're happy to just keep brushing me off indefinitely. Not impressed at all. Would welcome any advice as to how to get some honest communication out of Ribble?
If you're new please join in and if you have questions pop them below and the forum regulars will answer as best we can.
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It's posts like these that have kept me from pulling the trigger on a Di2 CGR SL bike. I get that there are serious and unpredictable supply chain issues but for goodness sakes customer communication is 100 percent in your hands.
I will continue to wait for better lead times which can only translate into a somewhat closer actual delivery date. However, I'm already looking elsewhere and maybe someone will get a canondale supersix se in store before that happens.
Just been listening to Cycling Tips podcast. Argon 18 have announced a new bike but availability not before end 2022. Cannondale's brand new Synapse may already be in the hands of reviewers but Australian dealers have no stock and don't know when they will. Chains and cassettes are like gold dust (I presume they're talking about fancy schmancy 11-speed chains because I've never had a problem getting hold of 9-speed KMC). A lot of manufacturers are hesitant about investing in building new factories in case the demand bubble bursts - or at least drops off, as some think it will. This would result in idle production lines and warehouses/shop shelves full of stock that they can't shift. The logistics of intercontinental shipping/transport due to the pandemic and the shortage of containers are ongoing.
TLDR - it's not just Ribble.
Update Feb 22
Well after several months of delays and frustrating patchy communications I had almost given up on ever seeing my promised CGR ti bike. Then suddenly out of the blue I had an email last week informing me that my bike was on its way. Turns out it was true and it arrived via courier yesterday. The bike (as hoped) is great, well packed and adjusted and with the groupset upgraded to 12 speed di2 as promised and some complementary accessories included. The cassette ratio was not what I was expecting (probably due to availability issues) however Ribble have offered to send me the cassette of my choice. Fingers crossed they will come good on the promise however in the meantime the bike has met my expectations so it is only right to update my post on here to reflect that.
Hopefully my recent improved experience is a sign that Ribble have turned a corner and other customers will also start getting their bikes soon..
>>>>>>>>>>>>>>>>>>
I've seen all the comments on the months and I keep getting adverts from Ribble on my Facebook feed promoting all their models, especially the new aero offering. That must be really galling for all those waiting to get their much delayed order. As a result of both, I will never even consider buying from Ribble now.
Ordered a Ribble e-Bike in April last year with promised delivery of July 2021. The date just got pushed back time and time again with a series of emails and false promises of new delivery dates each time. Bike finally arrived end of November and has now stopped working (battery error code) after 250 miles of riding!
Currently waiting for them to send me a bike box to return and repair at their HQ. Annoying, they won't allow me to return to store which is an hour from me and would be preferable to waiting in for the postman!
Absolute shower!
I was about to write can't you take it to bluewater and then I read your second sentence.
That is ridiculous that they won't be flexible over the return.
I always used to be a Ribble fan, and cross-shopped them for my latest purchase, but ended up going with a rival. The bike shortage has affected the whole industry, and my new bike was no exception, it was delayed a couple of months - but the vendor always kept me updated. They didn't try a series of last-minute bait-and-switch tactics.
After reading about other folk's experiences, I'd trust Ribble a little less for future bikes, alas.
I ordered a new bike on Friday, was told that delivery would be about 7 days and it was delivered the following Monday. Can't get a better than that, full marks to them
Hasn't got my name on it has it?!
There is an interesting article on FT.com today focussed on a US based e-bike manufacturer to illustrate supply chain and shipping issues. It shows how truly horrific it is trying to assemble anything at the moment when you are reliant on imported parts.
Hi folks
I ordered a ribble CRG Ti di2 at the start of march this year
had the build date set back so many times I've lost count
got really pissed off when it was meant to come on the 17 th of December
was all on track for that date then 2 days before they changed the date to the 7th Jan saying that the builders had covid
just looked this morning and it now says the 27th
but it won't be they will just move it again am sure !
to say it's frustrating is an understatement!!
would love to know if anyone has ordered a CGR di2 Ti after march of this year and had delivery of it ??
Nothing to add that hasn't already been said, but to back up previous comments...
ordered eCGR in July, delivery date Oct was bumped into Nov, then 3rd Dec. That date then went back two weeks to 17th, i.e. exactly the same dates as JVN01's OP, with the comment that a small issue had arisen. Received email today informing me the new delivery estimate is Mar 22 - so much for the small problem. Hopefully JVN had more luck.
Incidently, when I ordered I took the 1x SRAM gears rather than 2x Shimano as the delivery date on the latter was...Mar 22.
Not sure at the moment whether to cancel or wait it out... I've not much confidence Ribble will fulfill the order even in the extended time scale but they are bound to get there eventually and on the plus side I took the years interest free payment option, so haven't parted with any money yet. Would like a bike at some point though.
No luck here. In fact now my order status page doesn't even reference any estimated dispatch date, so I dread to think what that may mean... is this the case for you, or is yours still showing an estimated dispatch date?
We've just had an email - we ordered in May this year, and has now been pushed back to late January 2022.
Mines been pushed back into February now so 13 months since order.
After previously complaining, I now feel very fortunate that is only took five months for my bike to arrive, and it was only seven weeks late from the original estimated date.
Despatch date for my Teal Ribble Endurance SL Disc SRAM Rival was 24 December 2021, that changed this morning to 19 February 2022. Gutted :'(
To illustrate my point about the randomness of their delivery times, I just saw this tweet
https://twitter.com/Dan_Algerino/status/1469326081241010177?t=1-n3LopZ_d...
Yup that is random. Mine was due in 2 weeks but has been delayed by 2 months :'( Maybe I should have bought a custom colour
Ribble have always been a bit like this, even prior to the supply chain problems. I have ordered four bikes from them for myself and my wife over the years and only one arrived when they said it would.
All of the others were delayed by a couple of months at least. I am afraid given the scarcity of some components now, it doesn't surprise me in the least that the delays are even longer. I think they need to be a bit more honest from the outset about how long it's really going to take. Then again, their original prediction probably felt reasonable at the time. To be fair to them, whenever I have had a complaint, they have always dealt with it well...eventually.
I don't think it's limited to them. I know someone who ordered a Trek Emonda from a local bike shop in late 2020 and isn't likely to receive it until at least Jan 2022.
Ribble have always been a bit like this, even prior to the supply chain problems. I have ordered four bikes from them
This rather suggests that people are so satisfied with their bikes when they eventually get them, that they're prepared to put up with poor customer service. In a way, it's a pretty good advert! (I don't have one)
That is so crappy. Glad it seems sorted now - but anyone else after a nice Ti bike - go check out Planet X - decent and reliable delivery times from them.
I ordered mine mid January 2020...
Had it pushed back 5 times now and my new date is Jan 20th. So it'll be over a year since I ordered it. Originally was told early April delivery.
JVN01 - did they respond to your review on trustpilot? It still won't make me feel much better but some upgraded components would be welcome.
What bike and components?
Endurance AL, mostly the standard parts that came with set up.
It seems inconceivable to me that they haven't been able to ship a single bike with that spec since you ordered; which reinforces my view that it's just random who gets their bike built when parts are available.
I've essentially paid them a chunk of money to professionally troll me.
How did you pay them, credit card or bank card?
Neither, it's through my employer's scheme (they don;t use cycle to work scheme).
So I've been paying it off each month and this is the last month of payments too.
They may be taking a similar policy to the airlines. If you are on the delayed flight you have to wait for a slot - subsequent passengers will stay on their allotted flight and won't be bumped down the queue.
Whereas it's appropriate for the airlines, it stinks as a policy here if it is the case
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