I had to check my order overnight as I did not want to prejudice my position.
This is the review I have just put on Trust Pilot (so some of it may not make sense in the context of this thread)
I had a very similar experience to the reviewer posting in February 2012 and note that DCD said that they altered their processes in response to this.
I purchased some goods from Broad Ribb Cycles who have shops located in in Banbury, Bicester, Leamington Spa. Their online shop is Discount Cycles Direct.
I placed an order for some fairly mundane cycling items costing below £50
This is a direct copy of the wording contained on the company website that sets their terms and conditions:
“Discount Cycles Direct will despatch your order within 24 hours if we have the products you have selected in stock, we normally do.
All purchases are despatched by post or courier and will normally be delivered to you within 48 hours of despatch. When your order is despatched we will advise by email.”
Here is my timeline of events:
Tues 25.11.14 Purchased Goods. I just had a sense that something was wrong with my order so I called DCD on Weds 26.11.14 and was advised on the phone that the goods had been dispatched and will be delivered tomorrow this was confirmed by an email. I told DCD that this was good as I need goods for the weekend so was happy with this.
Thurs 27.11.14 Wife waited for Order to turn up but no order arrived. Sent an email at 7.15 pm querying why my order had not arrived
Fri 28.11.14 No Answer to my email so I called DCD at 12.15pm was told order should have gone out they will check and call back. I did not receive a call back so I called again around 4pm and was told that actually my Order hasn’t gone out but they did not know why. They will reorder goods and these will be delivered on Monday. I advised that I was not happy with a Monday delivery as previously advised I needed goods for this weekend and asked what DCD would do in form of recompense. They advised that I could arrange for a Saturday delivery as recompense for the delay. I would receive an email with an updated order. I called back at 5.10pm as no email received. Email received at 5.27 pm stating that goods had been dispatched and was provided with a consignment number. The Consignment Number provided was not recognised by the courier. I called back immediately but DCD had closed their lines for the weekend.
Sat 29.11.14 A combination of my wife / myself stayed in to wait for the order but it never came. I Left a voice mail message (which wasn’t too polite and for that I apologise) asking for a refund, sent an e mail to DCD, left a message on their facebook page and posted a Twitter message.
Sun 30.11.2014 No Order
Mon 1.12.2014 No response received to any of my communications over the weekend. My Wife called DCD just before Lunchtime to find out what was going on (as she was waiting for the Order again and I was at work). To be fair to she did speak to a different person who advised that my second order also went wrong but he did not know why. He did the order again with next day delivery and this time the goods turned up, however there was no offer of recompense for the further delay.
This was my first Order with DCD and had I not been on to them the entire time I think I would still be waiting for my goods. If this is how they impress a brand new customer then I can only conclude that they do not want my future custom and I will happily not be giving it to them. In addition I have actually still not had any response to any of my written communications perhaps this may remind them
