[Closed] Superstar customer service

Bought stuff from Surperstar. Said stuff turned up. It was what I ordered. It did what I wanted it to.

Oh, wait - I did have issues with their pads squealing no matter what I did. Bit before that a different type of SS pad were absolutely fine, so no odifferent to a lot of pad suppliers then.

So, yeah, happy.

As for the retunr policy, I get people's frustration. You've got the wrong thing. You really needed or wanted the thing you ordered and now you are having to return the wrong thing, maybe playing silly beggars with DPD or whoever. It's bloody annoying.
Using your LBS would probably prevent all that - but your LBS can't match SS prices. SO you didn't.
But contrary to Kayla1's ecperience, I find that a LOT of people are forgetful / lazy or (actually) just downright dishonest. They see Superstar as a company and everyonen knows it's ok to defraud a Company - they're not people. If you disgaree take a look at the threads here from people saying they'd keep goods that they had already been refunded for, not paid for or recevied in error. SO I can see why SS don't give them the opportunity to do so.

Si

No, I (first page) tried buying a SS chainring specifically because I wanted to buy a product made in the UK by a British company - but after a couple of runs at it they couldn't send me the right item. So I bought a UK made chainring from another British company in a swift, painless transaction.

LOL, the replacement wheels have arrived and guess what, wrong again! This set has black nipples now, but still has 2-1.8-2 mm Sapim Race spokes rather than the 2-1.5-2 mm Sapim Lasers they were advertised with.

DPD were on fine form as usual. I redirected the parcel to my work address on Friday. Email this morning saying we've left them on your front porch (open to the main road and in clear view).

Just to provide a bit of balance.....noticed one of my Nano pedals had lost its seal so I ordered a pair of seals last night. I'm pleased to see they were dispatched 1st class today but really impressed they support their products by making the replacement parts available.

And now, for yet more incompetence, they have sent me another shimano freehub as a replacement!

My basic rule of thumb is:

Don't use companies that made their initial entrance to the market selling high-volume low-cost bits to buy high ticket items.

It happens time and time again that the business expands into higher-ticket items, but the infrastructure (and cost base) doesn't catch up. It improves, but it is hardly ever as good as a business that set out to sell high-ticket items with good aftersales.

You can get perfectly good high-ticket items like wheelsets from Superstar, and at a good price, but you are gambling that you aren't going to have a problem in the future.

From experience I now only buy consumables like brake pads and chainrings from Superstar. Anything that is likely to involve more than 'order goods -> pay for goods -> receive goods', I try to use someone else. Or if the value of the order is low enough that I won't feel the need to get mired into dealing with customer service.

Hello this seems to a bit of a mountain/molehill. To give our side of the story there was a typo on the description for one set of wheels which has been corrected -it said they came with race spokes in two places (and the photos) and laser in another. I think the builders misunderstood what the issue your return the wheels for as that wheel should come with the spokes you have received, but you were after the “incorrect” spokes which weren’t mentioned in error on the website anymore.

I apologise it’s been a faff but we will sort it for you, as we always do. It seems trouble comes in threes. But we will honour the typo on this occasion as discussed already, or just return them for a refund.

The other couple of hundred wheelsets have gone out fine, it’s just a human mistake/ misunderstanding which we are sorting.

Neil Superstar