Another problem with online cycle shop!

[e-rider]

You have chosen to phone us.
Please phone us on +44 (0)161 8131710 any time during the following hours:

Monday – Friday 8am to 8pm
Saturday – 9am to 4pm

Please note we are closed on Sundays and Bank Holidays.

Calls will be charged at 5p per minute from a BT Landline, costs from other service providers may vary.

I think this is the HUT group, rather than the bike shop, although better than nothing. I'll give it a call.

 

[roadrash]

As already been said let your credit card take the hassle for you

 

[Nigel-YZ1]

Obtain proof of delivery from the courier and forward that to the bike shop.
The courier should have paperwork and the name of whoever signed for the delivery.

 

[Tyke]

I think this is the HUT group, rather than the bike shop, although better than nothing. I'll give it a call.

I found it on the PBK site in the contact us section. Never used them but how hard they make it to find the contact details has put me off them.

 

[AndyRM]

I didn't know this was possible, unfortunately it only recoveres what has been deleted within the last couple of days

Ah b*gger, I thought the cut-off was longer than that.

Good luck.

 

[swee'pea99]

Obtain proof of delivery from the courier and forward that to the bike shop.
The courier should have paperwork and the name of whoever signed for the delivery.

Here's your answer, step one. Their case is 'we never received it' - the implicit concession being 'if we had, we'd pay'. So, step one, prove that they did. Go back to your courier company, explain the situation, and ask for them to provide you with proof of delivery - a signature, say. Then send that to the company, along with a note saying if they still refuse, you'll go to your credit card company. Companies don't mind bullying individual customers (if they're that way minded - and this one seems to be) but not many seriously want to get on the wrong side of Mastercard. They can't trade online without the credit card facility, and it can be withdrawn.

What a bunch of shoots.

 

[ASC1951]

Too late now for the OP but people before you buy stuff online, no matter how good a bargain, check to see if the website gives some real world contact details before you part with your hard earned.

Spot on! First, it is a criminal breach of the Distance Selling Regulations. Second, it tells you that after-sales service is likely to be rubbish or non-existent. I just won't deal with websites that don't give a landline and email and physical address.

 

[GrumpyGregry]

Spot on! First, it is a criminal breach of the Distance Selling Regulations. Second, it tells you that after-sales service is likely to be rubbish or non-existent. I just won't deal with websites that don't give a landline and email and physical address.

Ditto. I haven't bought anything from PBK since they got taken over as a going concern and people's issues were poorly addressed by the new owners.

 

[e-rider]

Obtain proof of delivery from the courier and forward that to the bike shop.
The courier should have paperwork and the name of whoever signed for the delivery.

yes, in the process of doing that - this seems like the easiest way forward

 

[e-rider]

they have now decided to investiage the matter, rather than just state 'didn't get it'! Some small progress I guess - bit of a joke though really. Wont order from them again for sure.

 

[Nigel-YZ1]

yes, in the process of doing that - this seems like the easiest way forward

Good for you. Don't let up on anyone until you get what you ask for.

 

[e-rider]

they have just sent an e-mail saying they issued a refund so hopefully I'll get the money very soon now - why these shops behave like this I'll never know - they have lost a customer, possibly a few others after I tell my cycling mates about it too, plus on this forum.
It's like they try hard to hang onto the money until you start swearing at them, and then they give it back - ridiculous really!

 

[e-rider]

refund received today - what a load of hassle this has been!

 

[BSRU]

refund recieved today - what a load of hassle this has been!

Maybe someone at the company is a CC'er.