[Closed] Merlin Cycles - wont be using them again

That reads like pretty standard (ie ok) service just been let down by a courier. It sounds like you wanted something 'extra', which is not what you tend to get when going for budget online buying.

Nope. Wouldn't put me off buying from them.

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Blimey, if I were a business I would choose not to let you buy things from me, that's for sure.

That reads like pretty standard (ie ok) service just been let down by a courier. It sounds like you wanted something 'extra', which is not what you tend to get when going for budget online buying.

Sums it up for me!

I think you're expecting too much.

I think I said this: "might be true of most online suppliers"

I still think we should expect better and I will try elsewhere next time. Perhaps with little hope of better.

I've had fantastic service from Merlin- everything from warranty issues to ordering the wrong item. They've been great.

Merlin are up there with Wiggle and CRC in the group of the consistently best online bike kit retailers. They all make occasional errors

Was it an XT front hub?

FWIW I've had stellar service from them.

[i]I still think we should expect better and I will try elsewhere next time.[/i]

What you're looking for is an LBS.

All the issues you had would have been avoided/mitigated.

If you buy online you have to accept you're at the mercy of third party couriers and your own investigatory efforts on spec.

so you ran a wheel for a couple of rides, then got it collected from where you were and had your problem fixed, after a minor indiscretion caused by a third party? surely they could have just told you to jog on.... but no they didn't, they helped you.

you also whine about not having something included that was never offered or mentioned? you then complain that rim tape costs pennies, but how dare they damage your priceless rim tape whilst fixing a problem for you!?!?!? the scoundrels.

and you spec'd things yourself and then whine about the weight of it... poor thing if only there was some other way of knowing the weight of something before you bought it...

i may have been overly harsh on you here OP, but i think a reality check is in order

by the way, support your LBS, they will discuss things you need and possibly provide tea and biscuits whilst doing so, and there will be advice given....

Your main complaint is with the courier but you think the problem is...

So there it is. Suggestions for alternatives welcome.

* Rim tape - Probably cost them pennies to include. Had wheels supplied with and without before. Should at least have easy option to include in order.
** Heavy - My choices but some more information on their site might have led me to make different choices

Suggestions....

Buy your own penny rim tape if a wheel build doesn't list it. Most people run tubeless anyway and Stans tape isn't so cheap to throw in as a freebie and takes a reasonable extra time to fit (i.e. a big bonus if free but an unreasonable expectation).

Do your own research as to component parts' weights. Claimed weights are optimistic at the best of times (i.e. always search for pics of stuff on a scale or browse Weightweenies/ Sicklines/ etc if weight is an issue) and something like a custom wheel build is hugely variable- you can't expect an online retailer to have weighed every available combination themselves.

This is the debate, online vrs LBS. I can not afford to pay for the excellent service LBS's charge, it's often close to RRP, online you can save 10's sometime 100's of pounds however i am fully aware I will not get the same service.

I have to fit parts myself
I may have to wait longer
Warrenty returns are more of a PITA
Any issues take longer to resolve

Online at bargain basement prices is great till it goes wrong, then it's not so great, you have to make the choice, buy cheap with backup being more time consuming/PITA or pay more and and be able to walk into a LBS and often have things sorted there and then.

If your not happy with the timescales doesn't sound like internet shopping is for you I'd start using a good LBS.

I've had consistently good service from Merlin.

Your expectations are a bit silly and you cant blame Merlin for the couriers failings. I would imagine all couriers are rushed off their feet given the time of year so you need to be a bit reasonable and keep a sense of proportion over this.

A heavy build though. I mean, surely they could have used the light build. You'd think it would cost them less to post too, the swines.

Dry your eyes cupcake, the part had a fault. They arranged a courier and got the part picked up & replaced. A few steps along that process went a bit wrong but then how surprising is it that a discount warehouse uses a cheaper courier, or dues to include things like the rim tape to save a few quid.

I got my last wheels built by Tamed Earth in Hindhead. I drove 30 miles to see them & order. Happily paid retail price & was happy to pay for the build too.
Got pics of my wheels mid build on a Sunday eve, then again when done. Picked them up to find I wasn't paying labour, or for rim tape, or tubeless valves. At no point did I ask for a discount & im sure part of the reason I got one is because paying retail for the parts gave him a bit of room to move on price.

Support your lbs. or buy cheap online. Suck up the results. Or whinge on here. Whatever.

I'm quite happy for this guy not to use Merlin anymore, then they don't have to jack up their prices by offering him gift certificates.

I deal with these 'something for nothings' day in, day out. Finding a decent courier so you can keep delivery cheap/free is difficult.

Its much harder to moan in a LBS, but way easier to complain on-line.

(I've had good and bad on-line and from LBS's)

I can understand your frustration as we've all been messed about by couriers before but it sounds like Merlin have done everything they can for you, bar giving you compensation for your inconvenience.

I've personally never had an issue with them. They've been great each and every time when I've had to send forks back under warranty, with a super quick turnaround.

Special credit is due to Mike in the warranty department. When my fork went back for warranty last time, Rock Shox sent it back without the air valve top cap. One quick call to Mike and he went down to the warehouse, took a top cap off one of their bikes in stock, and had the part sent to me by special delivery so I received it the next day.

It sounds like you've just been really unlucky on this occasion, but I wouldn't write off Merlin as a whole. They're one of the better UK online retailers.

Custom wheelset? Surely the go-to man if you want stellar aftersales care is Dave Hinde?

EDIT: Ordered loads of stuff from Merlin, including a custom wheelset and never had an issue. The wheelset was very well built too, only had to tighten a spoke once in something like 3 years of using them

This thread is almost as bad as that time folk got upset by a calendar

The moan about rim tape and the weight of a self-specced build is ridiculous, that's nothing at all to do with Merlin.

The courier bit I understand but accept it as part of the challenge of buying online. You save a few quid but there can be a challenge if you need to return it. As mentioned above, buy from your LBS and these challenges may not be there. It'll cost you more though and you need to decide if that is where your priority lies.

Merlin are head and shoulders above most online shops ime.

Actually, above most shops full stop. They actually are an lbs too.

if you want stellar aftersales care is Dave Hinde?

It would certainly help gain some perspective 😯 😀

Other annoyances
Supplied without rim tape *
Heavy build

😯

@pjt calls it.

I sense this hasn't gone entirely the OP's way.

Merlin are up there with Wiggle and CRC

+1

If anything, Merlin have ALWAYS delivered accurately to me the next day. And their support (going back to pre-sales and CS 10+ years ago) has been excellent.

Big fan of Merlin here too

Heavy build

By your own admission your choice!

How about you actually research the product first if weight is such an issue.. 🙄

I suggest that for all there failures, they should do something extra.

Failure as in the manufacturers hub was defective? Not sure what Merlin could have done to prevent this?

I use Merlin a lot as they are pretty much my LBS, never had any issues.
Couriers will be mad at this time of year, as would Merlin I imagine - they are a very busy shop at the quietest time of year. So the delay is sort of to be expected. Still annoying, but what more can they do?

Assuming you used the custom build selection thing to spec your wheels? If so the below is in the 'details' box.

Please note these wheels [b]do not[/b] include rim tape.

I'm almost certain if you spoke to them before hand they would of added the tape for you.

Well, that went well.
I'm sure the OP feels loads better 🙂

Used Merlin as my lbs not far out of my work commune, can only sing their praises, helpful polite and good customer service, couple of warrenty issues and they resolved. So for me pretty excellent

I buy stuff from Merlin, both online & picking stuff up on my way to Rivi. Never had a problem, I do wonder about some peoples expectations. .

From the OP.

That's the thing about the internet. It's on here now, anyone reading can make up their own minds.

I was supposed to get my new work mobile phone today, and the courier (DPD) tried to deliver it 4 doors down. Sent me a photo of my neighbour's front door and everything.

I'm not going to hold the phone supplier to task on this- this is one of the things that happens.

Can't really see your issue, Freddy. Sorry.

Love merlin and had nothing but great service from them.Two xt brakes replaced under warranty no bother.
As above if i owned a business you'd be turned away.Hang on i do own a business (property development and landlord)yep...You'd be turned away with an attitude like that.

[quote=freddyblack ]From the OP.
That's the thing about the internet. It's on here now, anyone reading can make up their own minds.
The thing is, anyone reading can also make up their own minds about dealing with you.

If you were on the phone to me being a bitch and demanding free stuff I'd have roughly zero inclination to help!

Actually telling us about a build you specced and your not happy it was heavy. Seriously? I take it there was no other shop/site which couldn't give you the info you needed?
As for not using a decent LBS because you wanted save a few quid, well there you go. Now you know why you get things like a hot drink, friendly chat and useful help from your "more expensive LBS"
The mind boggles.

>anyone reading can also make up their own minds about dealing with you

That too 😀

Dry your eyes cupcake

Not much else to say.

I call Troll

Seriously!!! The wheels YOU chose were too heavy... LMFAO
And 'no rim tape' OMG the horror!
With such unrealistic expectations, you must be from the south east? 😉
Very satisfied Merlin customer here btw...

Kryton, should that read princess... 😀

Should say "Toughen up Princess" actually if you look at the back of his phone 😉

I always try and buy from Merlin above all other retailers as their service is first rate. Prices good, delivery quick and customer service excellent.

Recently I returned a Reverb that had failed under warranty and I had it back (well a brand new one!) in a week. Called Merlin to say thank you for the fantastic service and got a given a £10 gift voucher without asking. It's amazing what being nice gets you...

Robhugnes and hammyuk you've lost me...

I run my own business and I would tell the OP and his expectations to jog on.

If I buy online, I risk not seeing the item before purchase. I accept if there is a fault, I will have to wait for it to be returned, fixed or replaced then posted back.

You can't blame Merlin for the issue with the courier. Like you can't blame Heinz if the person who sold you your tin of Soup was rude to you or took too long. OK raise it with Merlin but don't blame them.

Merlin are my LBS and are always 100% fine with me.

Rob means "Dry your eyes Princess"

We have a phrase at work Kryton - comes from something Mattbee has on the back of his phone.
"Toughen up Princess"
Especially useful when some hairy arsed 6' rugby player is being a little girl and won't get out of the door at 90mts and abseil.
Works rather well..
If it doesn't we use the vid of my eldest doing it - aged 10 😆

But we digress..... the OP is a Big Girls Blouse and should flounce off in an accordingly appropriate manner....

I don't accept apologies from these companies, that is too easy. They should do something like send a gift voucher. They weren't very interested in this suggestion.

There's a surprise.

Is this going the way you expected pal?

To be fair, you sound like a whinging free loader.

Used Merlin for 20 years or so,back to when you had to phone through your orders. Always been first class. Even sorted the back a wheel they'd built for me that I'd wrongly specked a screw on hub rather than cassette. Entirely my fault but changed no probs.

Well.... I've bought loads from Merlin including a custom wheelset. I couldn't work out if rim tape was/wasn't included so checked. It wasn't, so bought some.

The wheels were as listed (components and weight) and were well built. All the other stuff has been quickly delivered and amongst the cheapest of the on line shops.

They're ace IME and I'll not hesitate to use them again.

Whilst I agree that what you experienced was a bit poor, I have to say that I have never had anything but good service from them. The recommendations from here was what caused me to choose them for my hardtail and the buying experience for that made me choose them for my road bike. When I broke a spoke on the road bike, I phoned them up and asked what spec it was and they sent me out two for free. _and_ a couple of others in the sizes I would need for the front wheel and the other side of the back wheel.

They have always been helpful and friendly. I think you may have had a bit of an off day experience with them.

Merlin have always been excellent in my experience.

FWIW, they fulfilled their obligations to you completely according to your version of events. For them to offer 'something extra' I would always advise that you adopt a less threatening tone when complaining. From my experience (in hospitality, but the principle is the same), nothing irritated me more than someone threatening to go online and slag me off, and then demanding freebies.

I think OP probably needs a bit of a reality check....

I'd like to thank the OP. Ive never used Merlin but the feedback from happy customers on this thread has put them on my go to list.

Best Merlin advert ever! A ringing endorsement which I hope someone from Merlin reads!
FWIW Never had a problem with them and rate them above a lot of the online retailers...

My go to online shop and get cash back via quidco as well, never had a problem with them at all.

Just to add, Merlin=Excellent, and are my first choice online bike emporium.

Whatever you do don't use your Lbs.This has nothing to do with giving you good advice.It's more not wanting to ruin some poor sods day.

Been buying from Merlin for years.No probs. Unfair slagging off if you ask me.

Do you think that Freddy works Merlin but is drumming up business?

I think its reasonable to be annoyed about the Courier. Although I'm not sure what Merlin could have done

In general don't muddy the waters of a complaint by bringing extras into it. 20 years teaching taught me that. Don't bother adding baggage o a complaint about a student it just gives people room to dispute things. Just keep it simple and stick to one clear cut misdemeanor.Luckily these days are now behind me

The wheels were heavy. Top tip most weights for wheels exclude skewers, does that help. Oh and extra weight on the wheels doesn't really count double

Nice to see lots of love for Merlin here, good lot they are.

Op is asking too much IMO and I think he's the Ebayer I've had the misfortune to have sold stuff to only to have him demanding things from me as he expected them.... Although they weren't in the description or photo... Jog on.

My experience with them has been great.
I bought a Camelback Mule. On it's maiden voyage the bite valve fell off on a tarmac road. It had been at least 10 miles before I noticed. I went back later with the car to look for it but couldn't see it.
I know I was partially to blame for not checking how tight it was on but had never lost one before. Sent them an email and they stuck a replacement valve in the post free of charge.

Tried to but some Ultegra jockey wheels from Merlin but they sent me a box of angry hornets instead.

Against the grain but when my altura shorts literally fell to pieces Merlin customer service was very poor.

Merlin is pretty local to me and they've always sorted out any problems I've had.

And I've known them to provide replacements for defective items even when the warranty has run out or when the distributor isn't playing ball with a warranty replacement.

I always tell myself that there is an art to being a good customer, as well as a good seller.

I'm frankly surprised that most on would be happy with Merlin's response on the courier issue. It is their chosen courier, and after a customer has waited in all day twice for a no show, bloody obvious at that point to use a courier with a sat nav and a watch.

Other complaints I find unrealistic.

Bit harsh on the OP his choice if he doesn't want to use Merlin again
As he asks for suggestions of other retailers I'll suggest Mark Anthony Cycles or Dave Hinde

Dave Hinde? There is more negative feedback on the Web about him than ISIS.

Dave Hinde? There is more negative feedback on the Web about him than ISIS.

😀

 

Do Merlin offer you outside for a fight if they don't agree with you? Allegedly, that used to be Dave Hinde's customer service.

Dave Hinde? There is more negative feedback on the Web about him than ISIS.

Shhh 😉

So the OP buys something,then uses it, and then expects it to be changed and stuff added for free.

And for the supplier to come and pick it up at an exact time?

Chuff me....

In fairness to the op, it's bloody annoying when you wait in all day and no one turns up so he/she/transgender person gets my sympathy on that.
Then immediately loses my sympathy as they were annoyed that they got not freebies and then complains about that fact online.

I hope someone at Merlin gets to see this. Amazing endorsement of their customer service. I generally try to buy from them because their service is so good, even if it's a tiny bit more expensive.

I wonder why couriers might be a bit busy and possibly running a bit late this time of year...

I have spent plenty of money with Merlin and they are better than CRC and as good as Wiggle in my opinion.