[JVN01]

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?

Topic

[Jearz]

I think that is one of the

I think that is one of the most frustrating things. If they had just got in contact properly to checked my preference for the rear cassette and maybe even chucked in a couple of bottle cages as an low cost apology I would have had a completely different opinion of their customer service. In my book things go wrong and it what you do to make thing right, I certainly would not have written a 1 star review.

​The Cassette arrived in the post yesterday and i looks like it was purchased through Certini in Birmingham although shipped through Ribble! I will get a LBS to fit it and check over the rest of the build while it’s there.

I was looking at upgrading my Mountain bike in 2023, despite liking the look of them, it will not be a Ribble.

[Jearz]

Maybe they can do a couple of

Maybe they can do a couple of mechanical checks while they are at it 

[Steve K]

Jearz wrote:

Jearz wrote:

Thats Unbelievable really. Well after posting my 1 star trust pilot review Ribble reached out and have kindly offered to send me the correct cassette and pay upto £40 for an LBS to fit it

In the end, that’s a pretty good response (as I had) – but it shouldn’t take you having to complain on Trust Pilot to get the response.

Given all the issues with mine, they also gave me a £50 voucher.  Only problem is they hardly sell anything other than bikes these days, so there’s nothing for me to spend it on.  (They used to have a much larger range – I bought my panniers from them 6 years ago.)

[wtjs]

and pay up to £40 for an LBS
and pay up to £40 for an LBS to fit it
Crikey! Is that how much they charge for 10 minutes work?

[Jearz]

How can they constantly get
How can they constantly get things so wrong. The simple things with keeping customers happy should br the basic bit of pride taken. I am almost dreading riding my bike.

[Jearz]

Thats Unbelievable really.
Thats Unbelievable really. Well after posting my 1 star trust pilot review Ribble reached out and have kindly offered to send me the correct cassette and pay upto £40 for an LBS to fit it

[Steve K]

Not on the same scale as that

Not on the same scale as that, but rather than full mudguards mine came with short clip on ones.  They didn’t warn me or even point it out when I picked up the bike.  When I raised it, they said the full ones weren’t in stock so they put those on to nore delay the bike.  To be fair, they did then they send me the right ones when they were in stock and would pay for my LBS to fit.  (They then sent me another set of the wrong ones, before finally getting it right.)

[wtjs]

Still the story continues

Still the story continues though. I ordered the bike with a 11-34T cassette as I live in a hilly city and I am used to lower gears

This rings true! When things are not ideal or bad, they tend to stay that way. When I had a failed wheel with a collapsing rim, they eventually sent the replacement with a CentreLock hub and no adapter for the 6-bolt disc (which I had carefully removed because I knew nobody would bother to ensure a disc came with the new wheel). However, they did send an adapter promptly when I complained. They did get the last laugh, though, as the replacement rim was even more crap than the original despite having a rather good hub- this rim is now knackered after only 6 months from riding on rough tracks , not unreasonable use as it was sold as a gravel bike. 

[Jearz]

Well the bike has now finally

Well the bike has now finally been delivered which I am delighted with. Still the story continues though. I ordered the bike with a 11-34T cassette as I live in a hilly city and I am use to lower gears of a mountain bike, without notice the bike was delivered with 11-32T. After having to prove to Ribble it was not what I ordered they said the workshop fitted an 11-32 so I could have my bike sooner. I then pointed out that it would be good customer service if someone called to check that I was happy with the change, they just said the workshop do it off their own back. When I asked when will I get the cassette that I ordered the bike with, the reply was initially “You won’t as we have already received the bike” followed by “it should be instock in April, you can contact us then”. I still think that If I was a youtuber or Influencer that had ordered a top of the range bike with custom colour paint scheme I may have just of had a smidge more communication that what I got in reality!

I am drafting my Trust Pilot review now!

[Nalajc1]

I bought a CGR AL105 for
I bought a CGR AL105 for winter use in September 2020 and it arrived on time just before Xmas that year. Great bike but some build issues such as rubbing front derailleur and badly positioned hoods which meant I had to trash the bar tape to correct. Have been thinking of getting the Ti ULTEGRA version but am put off by reported delays. Have also been looking at Dolan Ti ADX and they have been very good at responding to my emails regarding sizing but I am put off by their no refund policy. What was your issue with their after sales service?

[veseunr]

Shimano Ultegra R8000 53/39

Shimano Ultegra R8000 53/39

[Jearz]

Which groupset has it got?
Which groupset has it got?

[Steve K]

I think “in picking” is a
I think “in picking” is a good sign, so hopefully they might stick to this date. Fingers crossed for you.

[veseunr]

I ordered an Endurance SLR

I ordered an Endurance SLR and it was with me in less than a week!! Luck of the draw? 

[Jearz]

No answer to my email yet but

No answer to my email yet but it is now IN PICKING despite “Awaiting Stock”. Just for another laugh the date has been put back a further 7 days to February 25th 

[Author]

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