Helping a friend with a road build, on 12th May 2013 I ordered a Sram Rival groupset online. Payment was immediately processed.
Having not heard or received anything I followed it up with an e-mail 10 days later asking for an update. No response so two days later I gave a call. response was "we've replied to your e-mail (note - they didn't), expecting the chainset tomorrow then we'll get it out to you". Reassured, I waited.
Again, nothing received so followed up with an e-mail asking for an update. No response in a couple of days so gave a call (we're now 20 days in) which went something like:
Me - I'm following up my order
Them - yes, we spoke last week, we are still waiting for the chainset.
Me - ok, but it would have helped if you'd responded to my two e-mails.
Them - well, I'm telling you now aren't I.
Me - yes you are, but only because I have contacted you.
Them - we'll receive the chainset tomorrow and it'll be with you by Monday.
Me - great, can you confirm via e-mail that it's on it's way please.
Them - it'll be with you by Monday.
Me - I understand but I'd really appreciate you e-mailing me to let me know it's on it's way.
Them - ok.
I think where this is going - no e-mail, nothing received on Monday, Tuesday or Wednesday. So i contacted them again and asked for an update by 5 p.m. today. Nothing again which, by this stage wasn't a surprise.
I'm not sure if I'm being unreasonable but, 25 days after the order was placed and payment taken, I have received nothing and despite contacting on 5 occasions (3 e-mails, 2 phone calls) I have received no updates or expected delivery. Clearly every company can't be CRC/Wiggle but this seems too long.
Any thoughts from the Retrobike massive of how to proceed?
Having not heard or received anything I followed it up with an e-mail 10 days later asking for an update. No response so two days later I gave a call. response was "we've replied to your e-mail (note - they didn't), expecting the chainset tomorrow then we'll get it out to you". Reassured, I waited.
Again, nothing received so followed up with an e-mail asking for an update. No response in a couple of days so gave a call (we're now 20 days in) which went something like:
Me - I'm following up my order
Them - yes, we spoke last week, we are still waiting for the chainset.
Me - ok, but it would have helped if you'd responded to my two e-mails.
Them - well, I'm telling you now aren't I.
Me - yes you are, but only because I have contacted you.
Them - we'll receive the chainset tomorrow and it'll be with you by Monday.
Me - great, can you confirm via e-mail that it's on it's way please.
Them - it'll be with you by Monday.
Me - I understand but I'd really appreciate you e-mailing me to let me know it's on it's way.
Them - ok.
I think where this is going - no e-mail, nothing received on Monday, Tuesday or Wednesday. So i contacted them again and asked for an update by 5 p.m. today. Nothing again which, by this stage wasn't a surprise.
I'm not sure if I'm being unreasonable but, 25 days after the order was placed and payment taken, I have received nothing and despite contacting on 5 occasions (3 e-mails, 2 phone calls) I have received no updates or expected delivery. Clearly every company can't be CRC/Wiggle but this seems too long.
Any thoughts from the Retrobike massive of how to proceed?
