Mountain Bike Reviews Forum banner

1 - 20 of 33 Posts

·
Registered
Joined
·
24,083 Posts
Discussion Starter · #1 · (Edited)
Just wanted to throw this one up there for anyone looking to order from these clowns, they don't have a fvcking clue what customer service is, they do what they want and tell you that's how it's going to be.

What am I going on about? Well I've been in the market for a set of the XT 785 brakes and curious about CRC as a online supplier. They've generally had the best prices, but stock has been in and out so I've been waiting on them to get the "correct" "pair" in stock to purchase. I signed up to be notified when the items came into stock, it was always one was there, other was out of stock.

So last week I get my e-mail notification that they're both in stock and place my order, I check the next day and it's not been sent out yet despite their claim to the contrary that if all items are in stock it'll ship the same day. I check the next day, still not shipped, so I e-mail customer service and get back a prompt reply that they'll check into it. I get another e-mail shortly after saying that there was an issue with one item not having being unpacked and added to stock, but they assure me that that's not a problem and that should happen and the order shipped out by weekend.

Saturday morning I get a notification from their "Backorder" division saying that the one brake I waited to come in stock, that was shown in stock and is still showing as IN STOCK on their site is actually not in stock and they've just cancelled it off my order and are shipping the rest of the order for me. They didn't send an e-mail asking if I still wanted the order minus the part, is this all right by me, no they told me they're shipping it as is and they'll refund the money to my car, but it'll take a few days, and they're throwing me a 5pound coupon for my trouble :madman:Seriously, what sort of fvcking customer service is that :madman: :madman: :madman:

So I call CRC this morning, I ask the "CS (term used VERY loosely) what's going on, did the order ship despite my e-mail saying that I DO NOT want it if both brakes aren't in the order? She replies yes it did, that's just how we do it. So I asked her what good is one brake to me and what am I to do about the shipping I'll have to pay to get the other brake? Will she put it onto my account that the item wasn't in stock and shipping will be waived? No we cannot do that sir, we have given you the 5 pound coupon though and you can apply that to your shipping, you can refuse the order if you wish and then it'll come back to use with the same courier and then you'll be credited for the order - SERIOUSLY Seriously, what sort of fvcking customer service is that :madman: I'll be calling my CC company shortly to see about getting the entire thing refunded and report them to the Better Business Bureau in England/Ireland.

They will never see another order from me, they are a bunch of crooks

[EDITED to update a bit] SO I decided to give it a another try, maybe the "CS" rep I got was just a useless tool, so I called back and asked for the CS rep I'd been in e-mail contact with. The lady I talked with couldn't figure out who Alan M was, so she tried to help me. She was very apologetic and understanding when I explained the situation and said she totally understood. She confirmed my tel number and said she's be passing it on to a supervisor and they would get back to me. I only wish that I'd ask for the "CS" reps name earlier so I would know who to let them know lost them a customer and who now if this lady comes through has kept a customer.
 

·
No Stranger to danger....
Joined
·
4,596 Posts
What a whiner, ive just read and answered to you thread in general discussion that is exactly the same as this one, cant believe you have written another one, how bout another one mate?

You get one order your not happy with, i get 60 over 6 years i am very happy with from CRC, that makes it 60-1 my way.

If your not happy with it send the order back in stead of crying like a girl on here......
 

·
Registered
Joined
·
24,083 Posts
Discussion Starter · #3 ·
I'm not crying, I am expressing my distinct displeasure about the shittyness of this encounter, that's what this site is about. In e-mail contact with them I SPECIFICALLY let them know that 1 brake was of no use to me and I did not want the order if that was the case, the e-mail I received just telling me they were cancelling the brake off the order and sending the rest of the stuff was UNACCEPTABLE.

When I called the "CS" rep offered no such solution as you've received, which is the same thing I've received from my countless orders over the past 8 years with JensonUSA - they don't have it in stock, but showed in stock, they messed up, order is left as open, parts in stock shipped and part(s) shipped when in stock FOC.

If this turns out to be one shitty CS rep who shouldn't have a job, then I will update this as such and give the full story, but as of now it stands as is.

What a whiner, ive just read and answered to you thread in general discussion that is exactly the same as this one, cant believe you have written another one, how bout another one mate?

You get one order your not happy with, i get 60 over 6 years i am very happy with from CRC, that makes it 60-1 my way.

If your not happy with it send the order back in stead of crying like a girl on here......
 

·
Registered
Joined
·
599 Posts
A lot of people have had similar problems with CRC. It seems the stock indications on their site are not 'real time' ie the stock register isn't actually updated until the items are picked. But during that time lag between you clicking 'buy' and your order being fulfilled, there could be any number of buyers of the same item ahead of you in the queue that run the stock out. CRC are even up front about the fact that anyone who pays extra for immediate shipping will jump the queue.

This contrasts with some other big online sites (most notably the German ones) who update their web site stock levels immediately. So, for example, a couple of days ago I bought a pair of wheels from one German site, and the instant I clicked 'add to basket' the item changed to out of stock on the main page, showing that I'd nabbed the last pair.

Its a tradeoff for the retailer - immediate updating of stock risks losing a couple of sales as 'window shoppers' add things to their baskets and so they show out of stock to others, but then don't go thru with the purchase. However, to do it the CRC way risks upsetting customers who tried to buy something showing in stock to subsequently find out it wasn't. At the end of the day, they've chosen to run their business this way, and presumably have a reason for doing so!

None of this excuses bad customer service of course, but I hope it explains why CRC seem to run into this kind of problem more often than some other retailers...
 

·
Registered
Joined
·
12 Posts
I just had this happen to me as well. It kinda sucks but what can you do. From now on if I need something quickly or a set of something, I'll buy elsewhere. Otherwise, the prices are generally fantastic. It's good to have them as an option.
 

·
Ow!
Joined
·
775 Posts
Seems every seller has been a problem for somebody. My one and only experience with CRC was not good, but there are more people that think they are good than think they are bad. I just decided to go somewhere else for future purposes (and considering if there is a problem, I have to return it overseas). As time goes by, I might order from them again, but, so far, not checking them out very often when I need something.
 

·
Registered
Joined
·
5,476 Posts
A lot of people have had similar problems with CRC. It seems the stock indications on their site are not 'real time' ie the stock register isn't actually updated until the items are picked.
CRC has real time stock. Just add anything to the cart and edit the quantity to something stupid like over 100+ and you'll see the cart being properly adjusted to what is in stock at the current moment.

I've been a happy customer of CRC and will continue being one. :thumbsup:
 

·
Registered
Joined
·
316 Posts
I have had great CS with CRC. I had an issue recently that was instantly resolved beyond what I thought was fair. They have a lifelong customer with me.
 

·
Registered
Joined
·
599 Posts
CRC has real time stock. Just add anything to the cart and edit the quantity to something stupid like over 100+ and you'll see the cart being properly adjusted to what is in stock at the current moment.
Are you sure? I just tried it with the M785 brake the OP had the original problem with. True, it would only allow me to put six units in my basket as it said this was all that was available, but the item continued to show as "in stock" on the main page, so presumably others could be adding six to their basket at the same time - no?
 

·
Registered
Joined
·
24,083 Posts
Discussion Starter · #11 ·
Seems your little trick works, wish I'd known about this when I was placing my order.
CRC has real time stock. Just add anything to the cart and edit the quantity to something stupid like over 100+ and you'll see the cart being properly adjusted to what is in stock at the current moment.

I've been a happy customer of CRC and will continue being one. :thumbsup:
 

·
Registered
Joined
·
12 Posts
CRC has real time stock. Just add anything to the cart and edit the quantity to something stupid like over 100+ and you'll see the cart being properly adjusted to what is in stock at the current moment.

I've been a happy customer of CRC and will continue being one. :thumbsup:
I'll do that next time I place an order. Thanks
 

·
Fat & Single
Joined
·
4,139 Posts
Seems every seller has been a problem for somebody.
Exactly, i have had an issue with CRC and Wiggle (non arriving shipments) but i have literally built about 8 bikes from these 2 online bike shops and everything else im wearing, drinking out of, eating ect.
They have free postage and their price are really good so i go back.
Would love to support the LBS's and i do when i can but its really the distributor/importer you are supporting, LBS make very little these days trying to compete with online.
 

·
Registered
Joined
·
156 Posts
Is it normal for a parcel shipped by Royal Mail to be delayed?
It has been more than 3 weeks and I still have not received my order from CRC!
 

·
Banned
Joined
·
1,139 Posts
What a whiner, ive just read and answered to you thread in general discussion that is exactly the same as this one, cant believe you have written another one, how bout another one mate?

You get one order your not happy with, i get 60 over 6 years i am very happy with from CRC, that makes it 60-1 my way.

If your not happy with it send the order back in stead of crying like a girl on here......
Agree 100%
 

·
Registered
Joined
·
24,083 Posts
Discussion Starter · #16 ·
Just an update......Received an e-mail from the CS rep I was dealing with to confirm he found one of the brakes in stock, opened to check it was actually the correct one and has shipped it off to me priority. So, guess as of right now I'm quite happy with how this turned out, I feel I received some absolutely shitty CS from the first person I talked to on the phone, but luckily called back to find out that that was in fact an anomaly and in fact CRC has good CS and does try their best. I will now wait and see if/when my packages arrive and close this thread.

Thanks to all who listened on here and at CRC, obviously some of those on here are like that first CS rep and don't have a clue, while others are like the majority of other CS reps who have a clue ;)
 

·
Registered
Joined
·
1,808 Posts
Is it normal for a parcel shipped by Royal Mail to be delayed?
It has been more than 3 weeks and I still have not received my order from CRC!
It is close to Christmas. Mail slows down. You went the budget/free Royal Mail option. It can take a while at this time of year. If speed of delivery and tracking are important to you it is worth the freight upgrade IMHO.

The last parcel I had from the UK (I am in Australia, about 1 month ago) the parcel made it to customs in about a week. It sat in customs 8 miles from my house for over a week before being delivered.
 

·
Plan #123-D
Joined
·
553 Posts
It is close to Christmas. Mail slows down. You went the budget/free Royal Mail option. It can take a while at this time of year. If speed of delivery and tracking are important to you it is worth the freight upgrade IMHO.

The last parcel I had from the UK (I am in Australia, about 1 month ago) the parcel made it to customs in about a week. It sat in customs 8 miles from my house for over a week before being delivered.
FYI, I'm in the States and I ordered a set of wheels last year around Thanksgiving. They arrived 2 months later, last week in January. I used the free shipping. Kind of pissed because I bought them specifically for a ride over my holiday break and couldn't use them, obviously. But, I paid half of what I could find elsewhere. Definitely some slow down due the holidays I'm sure.
 

·
Registered
Joined
·
99 Posts
I had an order that was shipped Royal and after 3 weeks they cancelled it and sent it DHL. I got it 2 days later. I gave them another shot 2 weeks ago and ordered the XT brakes in black with black hose. I paid the extra for DHL shipping ($20) and got them in 4 days. The only problem was that they are silver with black hose. I kept them because I didn't want to go through having to send them back from the U.S. but I think I am done with them.
 
1 - 20 of 33 Posts
Top