 You don't need to be an 'investor' to invest in Singletrack: 6 days left: 95% of target - Find out more
Used them after recommendations on here. I am having trouble with their customer service and wondered if anyone has any pointers.
Brought a light which has stopped working. Had to send numerous emails before I finally got a response from someone called Roger. He agreed that he would send out a new switch as this is what has stopped working. This was about 3 weeks ago. I thought maybe it had been delayed by the snow so waited till this week. Again sent several emails which have been ignored. So I tried phoning them and spoke to someone who said that it was temporary staff that must have agreed to send the switch out and then not done it.
He said he would send a replacement torch out that day (Monday). Our nice post lady has been but still no torch. I have tried phoning again today but it just goes to answer phone. Their Facebook seems to of been shut down and twitter has not been updated since last May.
Doesn't sound good.
I have 2 of their lights and rate them. Got the last one last autumn and one of the brackets was missing from order, emailed them and it turned up 2 days later.
I vaguely recall getting a recent email from them about change of ownership of something I think.
I believe that the company has been sold now.
Roger was very good to deal with a few years ago when I bought a light from them. The first one was faulty and was exchanged really quickly.
To echo the above I bought a light from them many years ago, the charger stopped chargin and they posted a new one out to me in a couple of days for no cost.
Edit: No change of directors at companies house and contact details are still those given when the company was incorporated.
I allegedly won a Facebook competition with them late last year for one of their lights. Despite being repeatedly told it was either already in the post or shortly would be, I've received nothing. The conduit for communication I had via FB messenger now comes up with a message saying FB messenger isn't monitored, please contact their customer services by email (which I've now done- we'll see how that goes before phoning).
The chap who won a similar competition the month before mine posted to say he never received his light either.
Until recently there was a message on their website saying due to ownership change there was a backlog of orders that they were trying to address. I notice that at least one of the lights is shown out of stock but on back-order, and has been for many months.
Lack of good comms and not delivering on promises- not encouraging. I'm guessing new owners = different instructions to staff and change to the way orders were being managed. As far as my and the previous competitions go, one would wonder if there was ever an intention to issue any lights as prizes. I didn't part with any money, so this is disappointing rather than me losing out; however I'm sure there are rules for running competitions so have no doubt they would be in breach of contract, or words to that effect...
UPDATE: failure notification from the admin email address. Will be trying other methods shortly...
had excellent service from Roger over the years including speedy and efficient replacement of faulty items (one torch, one bust bracket), but did notice the "change of ownership" notices on facebook recently
Received my replacement light today. Completely the wrong thing. No bike ride tonight!
That's disappointing, always had really good service in the past.
Got an email from Roger today and he's has refunded me and let me keep the light he sent out incorrectly. He said in his email that he was not the owner of the business when I brought the light but is again now.
Since I posted above, Roger (I presume- signs himself off "C and B seen") has been very helpful and I've received my "prize" lights. Small problem with the clamp- immediate response and a replacement was in the post which I received today. All seems to work... brilliantly, if you will 🙂 So... I take it all back. Perhaps there have been teething problems, but I'm a happy man now!
So, was Roger originally the owner, then not the owner and now the owner again?
That's great news, Roger was very helpful when I ordered my lights last Christmas.