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Probikekit fail! – Sportful R&D bib Tights fault

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  • April 7, 2015 at 1:33 pm #23678
    bgw

    Sorry -bitch moan follows!

    After one ride in my new Sportful R&D bib tights, I took them off (yes using the zips) to find that the stitching had come away around part of one of the ankle cuffs.

    Emailed off to Probikekit with some photos and a statement on what, where & when just before the Easter weekend.

    Got a response from them team stating that the fault looks like stress damage!?!?!?! As a sign of ‘goodwill’ they offered me a 60% off the purchase of another pair.

    I’m seriously livid, as all I want is a replacement pair!

    Needless to say currently waiting for response from them…..

    The bib’s are phenomenally comfortable with the Total comfort pad and the thermal lining, so I was totally gutted. Even although this is really poor customer service, I recommend the R&D tights, just not from Probikekit.

    Cheers,

    bgw (Not trying to squeeze into tights that are too small for me)!

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Viewing 11 replies - 16 through 26 (of 26 total)
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  • April 9, 2015 at 11:00 am #840477
    0
    bashthebox

    I’ve not yet had a bad
    I’ve not yet had a bad experience with PBK but seeing as a lot of you peeps are, I reckon I’ll be avoiding them when possible in the future.

    April 9, 2015 at 10:37 am #840475
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    Anthony.C

    If you pay with paypal then
    If you pay with paypal then when things go wrong you can start a case with paypal, it saves having to deal with poor customer service. I had to do that once with PBK when it was completely their fault and they were messing me about over the refund and they instantly paid up when I started a paypal case.

    April 9, 2015 at 9:11 am #840473
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    bgw

    They apologised for my
    They apologised for my customer service experience and that in light of my case they are reviewing their customer service procedures.

    To top it off they are sending me out a replacement pair and I need to send back the faulty pair. Looking forward to having the replacements, which will only get one or two uses before being packed away until the winter.

    So at least the matter for me is now resolved and hopefully is a one off.

    Perhaps I will use them again.

    April 9, 2015 at 12:41 am #840471
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    Carson

    Ordered sportful Fiandre no
    Ordered sportful Fiandre no rain bib tights with probikekit in January. Hadn’t been dispatched after a week. Wasn’t very pleased with the communications from them. Cancelled the order and probably wouldn’t order from them again. The price was miles better than everywhere else but in the end I bought sorpasso bib tights from castelli cafe. Yes I did pay a bit more but I had the item within 24hours in Northern Ireland, they were able to tell me which size I needed within 5mins on Twitter, I got points on my account, they have a crash replacement scheme and they’re always very pleasant.

    April 8, 2015 at 6:06 pm #840469
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    The _Kaner

    Not cycling related
    Not cycling related (really…)
    An ebay transaction for a Craghoppers hoody with the pocket zip failing as I tried it on…
    One email later and the company (Trekwear) have already sent a replacement item and will await the return of the faulty item and refund postage costs…can’t say fairer than that…
    I’ve returned faulty items to PBK before without quibble…didn’t get any arsey comments about stress related issues…(pair of armwarmers that the elastic gripper came away on the first time I tried them on…) maybe beacause they had only been tried on in the house and not worn on a ride…
    Maybe the ASSistant you got was on a grumpy day…and didn’t want to be helpful…
    Good luck in getting a full refund/replacement…

    April 8, 2015 at 5:43 pm #840467
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    Flying Scot

    That’s pretty crap.
    That’s pretty crap.

    April 7, 2015 at 9:08 pm #840465
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    bgw

    FlyingScot,
    Glad you got a
    FlyingScot,

    Glad you got a reasonable response! I will definitely be taking it up with them. I called and asked to speak to the particular department. I was told that there decision was final and I could not talk to them!

    What sort of customer service makes the customer beg?

    Cheers,

    bgw

    April 7, 2015 at 8:26 pm #840463
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    Flying Scot

    …..well…..the stitching
    …..well…..the stitching came apart on a brand new pair of bibs from PBK the other week, I sent a photo and a week later got a grand new pair, they didn’t ask for the old ones, so I will stitch them up and use them off road.

    Try again? Say you expect better having been in a forum?

    April 7, 2015 at 2:45 pm #840461
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    PaulBox

    That is a poor service.
    For
    That is a poor service.

    For comparison, I emailed Wiggle a picture of a pair of North Wave mits a couple of weeks ago. Similar situation, in that the material had come away from the seam, but I had been using them on and off for about seven months. Their CS guy got back to me the following day and told me to return them for an exchange. When they actually received them from me they didn’t have another pair so refunded me. You can’t ask for more than that.

    April 7, 2015 at 2:15 pm #840459
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    bgw

    Cheers bashthebox and good
    Cheers bashthebox and good point!

    Will dig out the appropriate parts on the Sale of Goods act of 1979 and sling it their way.

    April 7, 2015 at 1:39 pm #840457
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    bashthebox

    Stress damage my arse. Quote
    Stress damage my arse. Quote the Sale of Goods act of 1979 at them.

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