SPA Cycles Harrogate

General cycling advice ( NOT technical ! )
Halla
Posts: 187
Joined: 27 Apr 2008, 9:28pm

SPA Cycles Harrogate

Postby Halla » 19 Oct 2020, 3:58pm

Hello All:

I have for many years obtained most of my cycle parts accessories and some clothing from SPA Cycles and always received very good service. I do not order anything over the internet.

I am probably not the only person who prefers direct contact.

I was very surprised this afternoon when I telephoned them to be told, that they were unable to take my order for 5 items with a value of over £150.

The gentleman on the phone said that telephone orders take 4 weeks to process as against 3 days for an online order.

I guess they can pick and chose which customers are valuable to them and those who have spent thousands of pounds over a few years no longer count.

Goodbye Spa Cycles, you obviously do not want your regular customers any more.

Anyone else had a similar experience?

pwa
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Joined: 2 Oct 2011, 8:55pm

Re: SPA Cycles Harrogate

Postby pwa » 19 Oct 2020, 4:14pm

No. I just use the internet these days. And I consider myself a bit of a technophobe, reluctant to adopt new ways, so if even I use the internet for buying, maybe you should give it a go. Spa, like any business, has to have a streamlined system that allows its employees to work efficiently, keeping prices low. They have obviously found telephone ordering disruptive. I think you need to reconsider because I am sure Spa are not doing this out of malice. They are probably doing it to survive.

Bonefishblues
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Location: Near Bicester Oxon

Re: SPA Cycles Harrogate

Postby Bonefishblues » 19 Oct 2020, 4:15pm

Hundreds of people are sharing their experiences on the big Spa thread :D

rmurphy195
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Location: South Birmingham

Re: SPA Cycles Harrogate

Postby rmurphy195 » 19 Oct 2020, 4:29pm

pwa wrote:No. I just use the internet these days. And I consider myself a bit of a technophobe, reluctant to adopt new ways, so if even I use the internet for buying, maybe you should give it a go. Spa, like any business, has to have a streamlined system that allows its employees to work efficiently, keeping prices low. They have obviously found telephone ordering disruptive. I think you need to reconsider because I am sure Spa are not doing this out of malice. They are probably doing it to survive.


+1

many business' are moving away/having to move away from telephone-based contact since Covid-19 started, there's all sorts of complications around maintaining phone service depending on the size of the busiess, what space they have or can use to be Covid safe etc.

It may be that even for a relatively small business such as Spa (relative to, say Amazon!) a proportion of thier systems may be automated or partially automated to reduce the number of people working in a given space.
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simonhill
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Joined: 13 Jan 2007, 11:28am
Location: Essex

Re: SPA Cycles Harrogate

Postby simonhill » 19 Oct 2020, 4:41pm

May I ask where the OP is going instead of Spa?

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Paulatic
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Re: SPA Cycles Harrogate

Postby Paulatic » 19 Oct 2020, 4:57pm

Five years ago the OP was dissing Spa and praising Chain Reaction
What has happened to Spa's good service.

About a month ago I ordered about £100 of kit over the phone, after a week I rang them to ask where it was, will be sent today was the reply. We give priority to online orders. Order Cancelled.

Last week my neighbour ordered about £60 worth of parts from them online, still not arrived 8 days later.

What is going on with them, they are not the cheapest, could have got most of this stuff next day from Chain Reaction a lot cheaper!!!


The last time I used the phone for an order with Spa was in the 20th Century. I feel the OP is stuck there. :D
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mattsccm
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Joined: 28 Nov 2009, 9:44pm

Re: SPA Cycles Harrogate

Postby mattsccm » 19 Oct 2020, 5:19pm

Nothing unusual. A Mates motorcycle shop does free delivery over a certain price if done online. If you phone it through you pay no matter what. The phone takes him away from more profitable work where as online stuff can be done at other times.

pwa
Posts: 13251
Joined: 2 Oct 2011, 8:55pm

Re: SPA Cycles Harrogate

Postby pwa » 19 Oct 2020, 5:36pm

mattsccm wrote:Nothing unusual. A Mates motorcycle shop does free delivery over a certain price if done online. If you phone it through you pay no matter what. The phone takes him away from more profitable work where as online stuff can be done at other times.

I think that's it. Dealing with people over the phone takes you away from stuff. An online order can be dealt with when you have time, whereas someone on the phone has to be dealt with now, regardless of what you were doing before the phone rang. The fair way of doing this would indeed just be to charge a bit more for phone transactions because they effectively do cost a business more, and they are disruptive to other work.

peetee
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Location: Cornwall

Re: SPA Cycles Harrogate

Postby peetee » 19 Oct 2020, 5:56pm

Agree with the above and would add that telephone orders are usually accompanied by requests for recommendations, advice and details of the product and also time consuming tales from the enquirer. The member of staff dealing with this may well have no product knowledge or cycling experience.
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hamster
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Re: SPA Cycles Harrogate

Postby hamster » 19 Oct 2020, 5:57pm

Exactly - the online order will also automatically generate all the paperwork: picking list, shipping label, update stock levels etc. It's all manual with a phone order.
Up to you if you won't buy online, but be aware that the costs to the retailer of servicing your order are significantly higher.
I'm sure that in the past there were people who refused to order over the phone and insisted on writing a letter.

pete75
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Joined: 24 Jul 2007, 2:37pm

Re: SPA Cycles Harrogate

Postby pete75 » 19 Oct 2020, 6:03pm

hamster wrote:Exactly - the online order will also automatically generate all the paperwork: picking list, shipping label, update stock levels etc. It's all manual with a phone order.
Up to you if you won't buy online, but be aware that the costs to the retailer of servicing your order are significantly higher.
I'm sure that in the past there were people who refused to order over the phone and insisted on writing a letter.


Not if the person taking the phone call just enters all details into their online ordering system.

nirakaro
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Joined: 22 Dec 2007, 2:01am

Re: SPA Cycles Harrogate

Postby nirakaro » 19 Oct 2020, 6:27pm

pete75 wrote:
hamster wrote:Exactly - the online order will also automatically generate all the paperwork: picking list, shipping label, update stock levels etc. It's all manual with a phone order.
Up to you if you won't buy online, but be aware that the costs to the retailer of servicing your order are significantly higher.
I'm sure that in the past there were people who refused to order over the phone and insisted on writing a letter.


Not if the person taking the phone call just enters all details into their online ordering system.

The retailer's costs are still higher, because that person is being paid for their time entering the information.

slowster
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Joined: 7 Jul 2017, 10:37am

Re: SPA Cycles Harrogate

Postby slowster » 19 Oct 2020, 6:28pm

peetee wrote:Agree with the above and would add that telephone orders are usually accompanied by requests for recommendations, advice and details of the product and also time consuming tales from the enquirer. The member of staff dealing with this may well have no product knowledge or cycling experience.

In Spa's case I don't think it is quite like that. My limited experience is that they are happy to discuss products/give recommendations over the telephone, e.g. I was told they rate Bitex hubs very highly and have yet to have a hub returned for warranty, but I've then always made the actual order afterwards online (which also gives me the opportunity to mull over the purchase and possibly change my mind and order something different or not order anything at all).

I think that for their hand built wheels they are keen for customers to ask their opinion about recommended builds. Once I have had a brief chat with the wheelbuilder, I then send an email to Spa's usual email address, with details of the rim, hub and spokes as per the wheelbuilder's recommendation, and ask what the price would be. I have had a reply usually within 24 hours, and then have telephoned to go ahead and provide my credit card details. I also usually include my full name and address, and telephone number, in an email, because it saves them time taking it down over the telephone, and it reduces the risk of a mistake. That latter point is why I would always prefer to order online and enter my details myself.

Carlton green
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Joined: 22 Jun 2019, 12:27pm

Re: SPA Cycles Harrogate

Postby Carlton green » 19 Oct 2020, 6:37pm

The Internet has changed many things and you’re often pretty well stuffed if you don’t use it. Spa have had to move with the times, we’ll that or go out of business. For no particular reason I don’t tend to use Spa much these days but at one time, IIRC, they used to price a large sheet with all their stock listed on it. You wrote out and posted your order and they sent you parts and a bill, makes you wonder how they stayed in business but as times were different they did.

To be honest I’d advise the OP to ‘get real’ and simply accept that much as Spa would like his business they have to have (and follow) general rules about how they trade. I suggest that he tries to assist his purchase by either accepting a delay or buying on-line. There are other shops he could deal with but Spa have a decades old reputation for (good) quality specialist goods and (good) service at a competitive price.

GeekDadZoid
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Joined: 21 Aug 2020, 7:01pm
Location: Stockport

Re: SPA Cycles Harrogate

Postby GeekDadZoid » 19 Oct 2020, 7:06pm

I am just about to stick an order in with Spa for a new Carradice Saddle bag and saw this thread and thought I better check nothing bad had happened.

I understand that it is much more expensive to take an order over the phone so can see why deals and offers may not be available, but it is quite odd that the processing time would be 4 weeks rather than 3 days, I wonder if there is more to the story.

Anyway I better get ordering.