RANT: Winstanley Bikes

[tanya g]

I'm really angry!! After 3 weeks of chasing my order it transpires the bike has been stolen by the delivery company they use. It was the last bike in a sale offer, so now my bargain cube LTD is no more.... I'm three weeks behind, out of the January sales window and bike less. NOT IMPRESSED!

Even less so when told by Winstanley that it's happened a number of times with the delivery company (yodel). Although this is predominately a very BAD experience with Yodel (who still haven't called me back after 4 requests for delivery (which they never attempt) and 3 service escalations!). I'm also not impressed that Winstanley are only offering my money back (which is just expected if someone doesn't actual deliver the item!!) ... I'd expect some gesture of trying to source me another bike but no! That would constitute some sort of positive customer experience.

I'd been a little worried about using them in the first place.... Turns out my gut reaction was correct!! Lesson learnt!

 

[Dave7]

When I was researching prior to buying my MTB I was advised that Wynstanley's are renown for taking your money then telling you the bike is not available. I phoned them re' a particular bike and during the conversation they admitted it wasn't in stock but they could get it (even though it was a 2011 model). I took the time to visit them but wasn't happy when speaking 'face-to-face' so went elsewhere.
It is tough for you though as 2011 models are becoming miore difficult to source.
Out of interest which Cube was it?

 

[Dora]

I visited Winstanleys a few times when I was looking for my first touring bike, as they had the model I wanted in stock on the website - the impression I got was that they just couldn't be bothered. I gave them another chance when my first tourer got run over and I needed another. They still couldn't be bothered.
When I decided I wanted a road bike, I remembered Winstanleys was at the top of a hill and I couldn't be bothered cycling up it 'cause I had a grand in my pocket weighing me down. Bad luck winstanleys.

 

[yello]

Winstanley's have a very poor reputation going back several years. I wouldn't deal with them purely on the basis of the poor experiences I've read.

 

[172traindriver]

I have only bought one item off Winstanley's and that was a pair of Oakley sunglasses. I created an account, ordered the item, received an email off them with a tracking number etc.
If I am not mistaken I think it was Royal Mail and I tracked the item up to the Birmingham hub. My girlfriend took the delivery the next day and all was fine, so I would have to say I was happy with their service.
Obviously it appears that I was very lucky compared to the experiences that some of you are having, and would not be so sure about using them in the future. Also my item was tiny in compaison and Royal Mail were excellent, it sounds as this courier company are a right bunch of crooks.
It is surprising that Winstanleys persist in giving them their business for a start. and secondly there is then the issue with the courier company.
I feel sorry for our friend that has been treated awfully and others that have also suffered. It will certainly make me consider any future transaction.

 

[classic33]

When can a customer claim a refund, repair or replacement – what the law says
Consequential loss
"If a customer suffers personally because of a problem with an item, they may be able to claim damages (money to make up for it). This is called consequential loss. One example would be if a customer had to pay out more money (perhaps to hire another item) because of a faulty item that you sold them.

A more serious example would be if they suffered injury or damage because of a faulty item.
A customer who claimed damages for consequential loss would be expected to have tried to resolve the issue with the retailer first.
Claims for consequential loss do not normally cover distress, inconvenience or disappointment.

Delays in deliveries
If you provide a customer with a date for delivery and you cannot deliver the goods by that date, then the customer may be entitled to ask for compensation.

If you did not give a customer a date for delivery, then they cannot claim compensation for a late delivery. If the customer believes they have waited a reasonable time and the goods have still not arrived, they can write to you giving a firm date for delivery. The customer may be able to claim compensation if you are unable to deliver the goods by their requested date.

When the customer claims compensation for late delivery, they can also make claims for other losses on top of this, for example, the cost of taking a day off work while waiting for goods that did not arrive.

In some circumstances, as well as claiming compensation, the customer would also be entitled to cancel their order and receive a full refund where goods were not delivered by the date agreed or stipulated. This only applies where the customer has made clear that the delivery date is an important term of the contract or it is clear from the nature of the contract that it is. When this happens, we use the description that time is of the essence.

For goods purchased online, by telephone or by mail order customers are entitled to a full refund if the goods or services they have ordered are not provided within 30 days."

I'd go after the the money back for what was ordered & paid for & the late delivery/non delivery of the item. But make them aware of your intentions, in writing.

 

[Cush]

This posting has high lighted a problem that I may have to face before long. I want a new bike, I know roughly what I want but the three LBS's do not have the make or model in that I want and their prices are well above that of internet stores. So do I settle up with what the LBS have or do I place an internet order or do I travel a 120 miles + put an order in and maybe have to travel back to pick the order up. With rail and petrol prices what they are, traveling both ways could mean a lower spec bike and I may still not find what I want. The temptation at the moment is to travel by train to Oxenholme and ride down to Kendal and Stavely and if I can not find what I want there to go on to Keswick but that is going to be one long day.

 

[Dave7]

This posting has high lighted a problem that I may have to face before long. I want a new bike, I know roughly what I want but the three LBS's do not have the make or model in that I want and their prices are well above that of internet stores. So do I settle up with what the LBS have or do I place an internet order or do I travel a 120 miles + put an order in and maybe have to travel back to pick the order up. With rail and petrol prices what they are, traveling both ways could mean a lower spec bike and I may still not find what I want. The temptation at the moment is to travel by train to Oxenholme and ride down to Kendal and Stavely and if I can not find what I want there to go on to Keswick but that is going to be one long day.

a) If you have set your mind on a particular bike then you may for ever more feel like you have
settled for 2nd best.
b) If you haven't actually sat on the bike of choice then you may be pleasantly surprised if you
sit on the alternative at your LBS
c) If LBS can get what you want but more expensive and you can show them the price one line then you may be able to "meet-in-the-middle"............personally I would much rather by local and
pay a BIT more.
Out of interest what is it you want and what does your LBS have ?

 

[Cush]

I am looking for something to use as general work horse come occasional long distance tourer with Alfine 11 gears and disk brakes. I had my eye on a Trek Soho but they are not importing the Alfine 11 version and buying from the states would be too expencive. Then I seen the Dawes Nomad but it does not have disk brakes. I can get one from Evans, whose nearest shop is 60 miles away a lot cheaper than my LBS who would have too order it as a special. The LBS will also get me a Giant and fit the Alfine 11 + mud guards and racks as extra's and there is also a local Ghost dealer. Luckly I am not pushed for time and I agree that it will be best to at least sitt on the bike first and of course the LBS would probably do a part ex. (not sure if Evans would)

 

[tanya g]

@ classic, think I'd struggle with that... Still under 30 days and no committed date!
@ Dave 7, it was meant to be a Cube LTD in white ....

 

[classic33]

@ classic, think I'd struggle with that... Still under 30 days and no committed date!
@ Dave 7, it was meant to be a Cube LTD in white ....

The thirty day time limit gives you the right to get your money returned, in full.

In the meantime, there is nothing to stop you putting a claim in now. If you do keep a printed copy that cannot be altered.