[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

[fenix]

That is so crappy. Glad it

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. 

[Captain Badger]

Steve K wrote:

TGT wrote:

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.

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

[Gus T]

How did you pay them, credit

How did you pay them, credit card or bank card?

[TGT]

I’ve essentially paid them a

I’ve essentially paid them a chunk of money to professionally troll me. 

[Steve K]

TGT wrote:

TGT wrote:

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.

[TGT]

Funnily enough I’ve just

Funnily enough I’ve just missed a call from them… 

I am fortunate in that I’ve been able to service my current bike myself and buy new parts for it but the whole point of me ordering it was to limp my current road bike through to April. I’ve spent a lot more just to keep that going than if I received the new bike when I should have.

Either way, you’re right about taking customers’ money. For the Endurance AL they#re saying May 2022 if ordered today. I still don’t think I’ll have mine until then.

[mdavidford]

Tom_77 wrote:

ParcelForce has, for some reason, sent it to Wales.

It’s gone looking for some of those views from G’s twitter.

[Tom_77]

brooksby wrote:

Tom_77 wrote:

Brief update – got an email to say my bike has been built and I should have it in 3-5 working days.

I do believe that we’ll hear from you again in 7 days… 😉

I was hoping I’d get my bike today. However ParcelForce has, for some reason, sent it to Wales. Probably won’t get it until Monday.

[JVN01]

Hi Tom, just saw your
Hi Tom, just saw your Trustpilot review – I expect you’ll get some contact from Ribble customer support now with some nonsense about delivery delays and an offer to upgrade your bike with a new bell. Can’t believe yours was ordered in January 21 and it’s going to be over a year before it’s delivered – begs the question what the hell were/are they doing still accepting orders for new bikes 6+ months later which they knew/know they have absolutely no chance of delivering within any sensible timescale whatsoever…??
It’s a shocking way to do business whatever they may say about delivery issues beyond their control. They simply shouldn’t be taking customers’ money in the first place for non existent bikes they have no hope of being able to build/supply within any practical timescale.

[TGT]

Endurance AL, mostly the
Endurance AL, mostly the standard parts that came with set up.

[Steve K]

What bike and components?
What bike and components?

[TGT]

I ordered mine mid January
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.

[brooksby]

Tom_77 wrote:

Brief update – got an email to say my bike has been built and I should have it in 3-5 working days.

I do believe that we’ll hear from you again in 7 days… 😉

[JVN01]

Well just to give an update,
Well just to give an update, as suggested on here I found that an ‘honest’ review on Trustpilot resulted in fairly swift contact from Ribble customer service looking to review my order… suffice to say the first thing I was told was that the latest (17th Dec) dispatch date on my order status page no longer applied, instead they are advising a new dispatch date in late January 2022. Strangely, the 17th Dec dispatch date has still not been updated on the website 3 days later…

Ribble did advise me that the groupset on my new bike would be upgraded from ultegra 11spd to new 12spd, which is nice, if/when it arrives, (presumably on the basis that no new stock of 11spd ultegra will ever be available on the market again in future, so it would never be possible for them to build it with 11spd, even if they wanted to).

When I pointed out that welcome though this will be, it still only amounted to an upgrade gesture of around 5% of the value already paid for the complete bike, I was told that they would upgrade the wheelset from Sport to Pro level. This was, however, an upgrade I had already selected, and paid for, when ordering the bike back in May, so this was hardly a generous gesture in their part!

To make matters worse, when I pointed out to Ribble that I had already selected and paid for the wheelset upgrade, their response was simply to say “we’ve checked and your order was only for the basic wheelset, so we’re happy to give you this upgrade for free”. I’ve literally had to copy and paste them my original order confirmation email showing the wheelset upgrade included at order. Slightly annoying to say the least that even Ribble themselves can’t seem to see what my original order spec was, and that I paid for it.

[Tom_77]

Brief update – got an email

Brief update – got an email to say my bike has been built and I should have it in 3-5 working days.

[Author]

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