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21 days and counting for a few small bits I ordered to finish my build. They stated '4-5 days' on the website and while I FULLY appreciate what they (like all online retailers) are going through, it would seem that just like a couple of other big online stores they hold little actual stock.
I find 3 weeks and counting ridiculous though, especially when I have ordered other bits from online stores in the last few days and already have the orders with me. Customer service is zero too. Hopefully it will make some of you take your business elsewhere.
3-10 as a rant I know, more of a 'meh, pathetic, won't be using them again' kinda post...
🙂
Its when you have to chase that grates, would be nice if they'd take the initiative to make contact and provide an update, with options if its dragging on longer than is acceptable.
I had a similar experience just recently with Singletrackbikes.co.uk.
Seems they sell you stuff online without making it clear that it’s not actually in stock. I had to wait weeks. To top it off, when I enquired I got a rather blunt and sarcastic response from them.
I run an online shop, we wouldn’t dream of advertising and selling stock we don’t have to sell.
https://www.rutlandcycling.com/pages/contact-us.aspx/blockquote >
I hadn't thought of that trailwagger, thanks for the link....
I had to chase, why should I have to chase? Their reply was they were 'waiting for bits and bobs from the supplier', ok, I don't mind waiting a couple of days... Then nothing, I had to keep chasing, yet surprisingly when I left a review on trust pilot a couple of days ago (day 20) they replied on there within an hour! Yet no direct email to me....
Everything I've ordered online lately (far, far too much gear) has had a warning about the potential delay, and apart from an Amazon box shifting company based in China but with a Belgian address ALL of them got in touch upon getting the order to let me know there would be a delay and often would then get in touch again to keep me informed about shipping.
Most impressed by and large.
Ordered a part from Merlin and a part from Crc on Thurdsay morning. Came yesterday and today. Excellent service from both with several update emails along the way. I pretty much only use these 2 companies now (and wiggle obvs) as all the others have let me down repeatedly.
I ordered a little saddlebag from Rutland. Sent them an email when I hadn't heard anything for ten days and got a stock response along the lines of "we are experiencing delays but will let you know when the order is shipped or if there are problems". When I still hadn't heard anything a week later I asked them to cancel the order and ordered from somebody else (Sigma) who dispatched it the next working day. To be fair to Rutland, they did reply to both emails within a day or so and cancelled the order no problem, but I can't say I'll be rushing back to them.
My Cube road bike came from them three years back, as did two hybrids over ten years back, I've no complaints.
Things will often take longer to reach us now, companies that are open often have less staff due to distancing policies; absence directly or indirectly through COVID-19; furloughing.
Then there's the distrubution companies themselves. I'm not long home from the heaviest day of parcels I've ever had at Royal Mail, record amounts for the duty I was on, far beyond my worst ever day in the build up to any Xmas... I filled my trolley up completely more than twice and still had almost half a trolley of just parcels I ran out of time to do before my shift finished. And that was without taking a single letter out on delivery, you can count the number of times I've done that duty on one hand where letters and parcels for the day have required a second trip out with the trolley, with the second one being less than half full.
Rutland are liars.
I've said it on here before, but I've evidence of them lying to myself as customer and a supplier/importer, blaming others when it was thier fault.
Three times.
Once after they had been called out.
Avoid.
I made an order with them on the 6th. Finally arrived today. Everything seems to delayed right now though. I was too getting upset with the lack of communication, just got an email with the order number on the day of placing and nothing else. No picking, dispatch or tracking emails were sent.
Planet X on the other hand, super fast.
I got those carbon bars, those cheap tyres and the worlds greatest pants in 2 days. Thanks
It's not just cycle companies struggling/being poor.
Ordered something from Holland and Barrett on the 26th March, still waiting.
Had an email couple days ago acknowledging the delay to lots of orders and they'll be refunding the P&P but yet still nothing being delivered.
What grates me is that they are still sending out app notifications and marketing emails trying to get further business when they cant even handle existing business. If they didnt do that I wouldn't be pissed and leave a negative reviews everywhere.
Rutland cycles at Rutland water I ain't got no time for but Rutland cycles at Pitsford res have always been helpful.
Stopped using them years ago.
I've had issues with Rutland before. I avoid now.
Ordered a few times off Merlin and CRC lately next day delivery from both 😊 why do I keep getting sent great offers when furloughed and worried about finances though 😥
What grates me is that they are still sending out app notifications and marketing emails trying to get further business when they cant even handle existing business. If they didnt do that I wouldn’t be pissed and leave a negative reviews everywhere.
Decathlon have done the opposite and have put an order limit on their website which usually seems to be reached around lunchtime. Trouble is there's a quite a high minimum order too which is a pain if all you want/need is an inner tube*, especially as the only option is click and collect at ASDA. Why not just click and collect at the actual shop?
*ironically decathlon being like IKEA for going in to buy a spatula/innertube and coming out with a set of bedding, some batteries, two tyres, water bottle and assorted continental sweets.
In store they are pretty good. But yeah, the few times I have used them for online stuff they have been a bit crap - in stock orders that turn out not to be in stock.
Rutland are terrible for web orders, but I find in store to be pretty good, I use the Peterborough store fairly regularly as it’s pretty close to my office down there, usually click and collect. Staff there are good too
The issue isn't getting the stuff posted to you as other companies have easily been providing next day delivery. you can't blame the current situation on that.
The issue isn’t getting the stuff posted to you as other companies have easily been providing next day delivery
That is my point exactly. I have ordered from other online retailer, including one in Europe and they have all arrived within a few days.
It is now 22 days since my order, I was promised that it would be dispatched on Monday to arrive yesterday.... Still no sign of it today. Despite the guy on the phone hilariously telling me he couldn't see it on the system 'so it must have been dispatched', bit of a porky pie that....
Does anyone know how I go about getting my money back? Never had this to deal with before.
It was ever thus with Rutland.
To them 'in stock' means everything from 'in stock' through 'in a container somewhere' to 'in development'.
How did you pay? IIRC they legally have 28days
bit of a porky pie that….
See my post about lying. It seems to be a thing at Rutland.
Best one is that the manufacturer doesn't make those brakes anymore or have spare parts for any brakes. They were 'unusual' brakes. Not common.
They were Shimano Deore's.
It was only £30 so on my debit card.
They were ‘unusual’ brakes. Not common.
They were Shimano Deore’s.
Oh dear.....
I just had an order delivered from Germany today that I only ordered 5 days ago. I just hope people see this and go elsewhere. The lack of communication still gauls me, especially when I put a review on Trustpilot, they posted a reply within an hour yet hadn't updated me in over a week! Priorities I guess
Rutland were like this 10 years ago. It's a last resort to use them when no one else has the part & then I always phone to check stock first after having the same experience the OP has. Once bitten etc
Yeuoop!
Complete set of sesame st. muppets
@thorpey0 I just sent an email asking them to cancel my order, which they did quite quickly to be fair.
I spoke to the lady who last friday told me the order would be with me on Tuesday. She started by telling me the same again, that she would email them and get it sent out for delivery tomorrow. To be honest I got cross, I asked for a refund, she has done that and then I apologised for getting cross. They will have had my money for a month.
What a shame that this lady has to deal with it rather than a manager or even the boss....No offer to sort the situation out.
Sadly this thread will die and the company will go on providing horrible levels of customer service by showing 'in stock' items that they order in. I hope I have put at least a few people off buying from them....
Having waited a couple of weeks I've also cancelled my order with Rutland, having taken a punt with them for something fairly specific showing as in stock and despatched in 2 days.
Ordered something similar from Merlin this morning. Despatch email with tracking info received within 3 hours. love Merlin, always great service.
The lady on Rutland CS phone line told me that Rutland had furloughed a number of staff, and as a result did not have enough staff to pick, pack and dispatch web orders. Therefore the warranty team were busy fulfilling retail orders and couldn't deal with warranty stuff.
Maybe management made decisions in haste regarding staffing, and the resulting bottom line, for the short term, but longer term they might have caused themselves more of an issue.
Many businesses quickly forget that the best customer is one you've already got.
Just for balance I’ve bought 2 road bikes from Rutland in last few years(mid range and high end giants) my giant defy cracked and they dealt with issue swiftly arranging pick up and rebuild onto brand new frame. Good comms and pleasure to deal with.
Guess big boys can get it wrong from time to time. We all want bargain prices and service to match. Sometimes it goes wrong you pays your money !
Wouldn’t it be much better to try sort it out with them directly instead of putting a negative post about them on here before trying to do that, by the sounds of it . If trying to get in touch with them fails, then fair enough I agree you should then maybe bring it up here.
Again for balance, only ever had positive experiences with Rutland, including whole bikes on sale albeit pre-corona.
I only ever use CRC or sometimes smaller more niche type shops like Bikemonger for mail order stuff. Always have. Used them last week for nearly £500s of parts. Go on the site, click "in stock only", buy it, 2 days later it all arrives. Job done.