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Hi All, just wanted to seek out people's experience of CRC service. i received gift vouchers recently and redeemed them for several items plus some additional cash. i opted for next day delivery. three days later and the items have not been dispatched. i have sought a response from them on several 'chats' and they are 'investigating' it but unable to tell me what the issue is or why they have not been dispatched. all rather opaque. what are others' experience? is is a 'gift voucher issue?
It’ll be nothing to do with the voucher. Likely a delay in the warehouse on picking an item.
I’d get the CEO’s email address at the ready 😉
I think they are low on staff and have a high number of cases. I ordered a bottom bracket and received a cassette so had to arrange a return/credit. In the past this has taken about a week but in this instance it's still going through the process after two weeks. They're just slow at the moment. If you paid for next day delivery and didn't get it then I'm sure they will refund you.
Delays in shipping caused by warehouse / delivery staffing issues due to a certain global pandemic that everyone forgets is still ongoing?
This
Not had to use their customer service for a couple of years but it was always ok when I did. I have done 2 crc orders over the last 2 weeks and both dispatched in a couple of days and no issues, I didn’t use the next day option though. As said Already, I guess it’s all covid related, be patient and I am sure they will refund the next day fee.
Just email them and let them know. You'll get your money back for the postage. Its happened to be a couple of times. No need to get your pubes in a twist
I need to complain to Wiggle.... they keep sending me Haribo Starmix and I want the sour ones
The last time I had that issue was due to one of items showing as in stock but they couldn't find it, I had to email to find out what was going on, they refunded the missing item and finally sent the rest. Seems like they put things like that on the back burner til you complain or they spend days searching for an item hoping its just on the wrong shelf and not nicked by an agency worker.
Its because they bought wiggle. No need to try now, no competition.
I thought Wiggle bought them?
I have an item with a warranty claim in with Wiggle atm. Wiggle have emailed me that they are waiting to hear back from the "supplier" (not distributor, importer or manufacturer) to find out if the supplier thinks it is a warranty issue.
I think it is a warranty issue, and they must think it has merit to take the time to contact the supplier. I am waiting to see what the outcome is, but I haven't forgotten that under CRA 2015 my relationship is with them, not the supplier.
I am never optimistic in these things.
Dealt with chain reaction 20+years now. Back in the day you phoned and spoke to someone !! Can count the issues in all that time on one hand and all been sorted to my satisfaction fairly prompt.
I mean cmon how many items must they ship daily !!
I thought they stopped doing next day delivery because they never actually managed to get things delivered the next day and people were getting understandably upset.
I actually think next day delivery is just a way of making sure you don't use the LBS for trip saving emergency parts. I guess they hope the LBS will be closed by the time you realise your part is not coming.
It's a common misconception that next day delivery means you get it next day from order. Unless this is promised (e.g. Amazon get this by 10 tomorrow) you have to assume it just means it will be shipped by a faster next day service once it's dispatched.
I used to work on an e-commerce site that offered next day delivery but took 2 weeks to dispatch (they even said this at point of order). They got loads of complaints as you'd expect however other than the site having a bad user experience the info was there.
It’s a common misconception that next day delivery means you get it next day from order. Unless this is promised
CRC promise it. Order by x pm and get it next day.
That's not what they are claiming:
https://www.chainreactioncycles.com/customer-service/delivery-options?type=
Next Day Tracked - £4.99
If you place your order by 1pm Monday to Thursday you'll receive your goods the following day. If you place your order before 1pm on a Friday your order will be received on Monday. Place your order after 1pm on a Friday, on Saturday or on Sunday your order will be received on Tuesday. This is a fully tracked option.
It seems pretty clear to me what they are claiming.
IMO it's a blatant attempt to steal business from LBSs. If it's a part you need the next day then the obvious solution would be to go to an LBS but if you can get the part for half the price AND not have to leave the house then why not.
The fact that they can't actually deliver it most of the time doesn't matter to them. They are gambling that you'll just keep the order rather than cancel it and find another solution for your emergency part problem.
If you cancel the order they don't lose anything. If you don't then they've successfully stolen business from an LBS.
It's been going on for years. Check for forum entries about next day delivery not being honoured.
I actually complained to the ASA about it using forum complaints as evidence but it wasn't upheld because there wasn't enough evidence. Ideally I'd like every person who doesn't get their item delivered next day to complain to the ASA and maybe get them to pay attention.
It's a blatant attempt to steal business from LBSs and it's disgusting.
Local shops promising to match online shop prices is a blatant attempt to steal business from online retailers. It's disgusting!
IMO it’s a blatant attempt to steal business from LBSs.
Order a few things over the last 3 weeks and it all came next day.
Actually, thinking about it, maybe it's not even anything to do with LBSs. I think it may actually be a rain making scam.
It seems that a significant number of people receive their item the next day whether they pay for next day delivery or not.
Similarly, a significant number of people seem to not receive their item the next day even though they pay for the service.
Is it possible that there is absolutely no difference between next day delivery and normal tracked delivery?
That way, if the item arrives the next day, they keep the money and you assume you got it the next day because you paid extra. If it doesn't they just refund the money and haven't really lost anything.
Is that even legal and how would you go about proving it?
Local shops promising to match online shop prices is a blatant attempt to steal business from online retailers. It’s disgusting!
It would only be an issue if the LBS advertised that it would price match but then failed to do so. That would be false advertising.
If they were advertising a service they couldn't provide in order to steal business from their competition then yes, it would be disgusting.
Is it possible that there is absolutely no difference between next day delivery and normal tracked delivery?
Order a parcel with free delivery
Order one on next day
Check the labels..... free will be a 48/72hr service, next day will be 24hr. The same service isn’t used for both. Given the volume of orders they ship it would be crazy to send everything 24hr for free.
What have you got against them and why would you waste your time reporting them to ASA etc?
I highly doubt offering a next day delivery service is trying to attack LBS. Most online shops offer next day delivery.
Take off your tin foil hat!
Check the labels….. free will be a 48/72hr service, next day will be 24hr.
What difference does it make what they put on the label? They just print whatever you select. What matters is when it arrives.
Regular delivery frequently arrives in less than 24 hours and sometimes before 12:00 the next day.
24 hour deliveries also arrive within 24 hours but also within 48 hours, 72 hours, or whenever it arrives.
What have you got against them and why would you waste your time reporting them to ASA etc?
What I have against them is that they are offering a paid service they know they cannot be sure they can provide at zero risk to themselves. It inconveniences the consumer and takes business away from brick and mortar shops.
It is using false advertising to mislead the consumer and increase their market share using dishonest means. It is what the ASA is supposed to investigate.
Most online shops offer next day delivery.
And if they can guarantee they can deliver it and it's not just a hit and hope with their regular delivery then that's fine.
Take off your tin foil hat!
Yes, because a company using dishonest means to increase profits that is very low risk to itself is up there with flat earthers.
Ordered mine on Thursday and it came Saturday. Had a voucher too.
i have to say that you are sounding like the ‘flat earther’ here by stating things as if they are a fact, when you probably have no actual knowledge of how their operations work.
I have no insider knowledge of CRC/wiggles operations but from what I would guess they have (or had?) a warehouse in Northern Ireland and one in the UK. Therefore depending on what you order it may come from either, or maybe both warehouses. So one warehouse may currently have more issues with staff/covid etc than the other that impacts on picking the item. If you select 24hr I would guess these will be picked before someones order who selected free, but by selecting free you may actually get it quicker than 72hrs depending on various workload or processing factors. I would guess they then put the relevant label on the order (24hr/72hr) for the benefit of the courier company for their processes. Once it leaves the warehouse it is then up to the courier to deliver it in the correct time frame (but crc are still responsible for fulfilling there time line). So I would guess different couriers around the country may be hitting different issues of staffing/order volumes etc due to covid that may impact on timelines. I feel you saying CRC are deliberately saying something they knowingly cannot deliver is a bit unfounded/unfair. Yes orders may be late etc but there are many factors that can contribute to this that need to be considered first before jumping to your conclusion.
its the same process for lots of companies, look up the difference between 1st and 2nd class stamps.....it about prioritising work.
Like I said, I first experienced this 5 years ago.
https://singletrackmag.com/forum/topic/how-reliable-is-crcs-next-day-am-express-delivery/
Do a google search and you will find many people with the exact same experience.
Obviously it's difficult to understand what proportion we are talking about but it certainly seems that it happens often enough that claiming they can guarantee next day delivery is disingenuous to the point of being a flat out lie.
The last thing I ordered on a next day service with CRC was placed at about 3pm saturday, it came with Hermes and arrived at about 2pm on Sunday. That was over Xmas too, can’t knock it.