Interesting reading of the varied experiences. I guess when a company has such a large exposure to customers, they can get it wrong and continue with alacrity. My case was that I ordered a shimano wheel with hub gears and in the web description is also came with "comfort kit" included which is the gear selecter and cabling to enable the whole thing to be fitted. When it arrived I started to assemble following the instructions (of course
) Discovered there are no fixings included whatsoever (despite instructions showing them as included parts i.e. shaded). No probs I thought (I can pick up these at the local), and then I noticed that there was no hub actuator rod nor was there the bell crank gear assembly). Both parts were shown in the instructions and did not have separate part numbers. Deciding that I might have got a lemon of a deal here, I tried to contact CRC, first via email (only to get web bot response) followed by a call to N Ireland (I am in Oz) and to be told that somebody would read my email within two to three days... Three days later email response - two lines asking me why I expected that these parts would be included? My email response was a bit more elaborate, and I explained that the description clearly indicated it was an inclusive Kit. Two days later an email telling me it was a web description 'mistake' and I was welcome to send it back if I did not want what they sent me. I thought this was a bit Judas Iscariot - given I had been mislead by the web description and was not inconvenienced, to put me to further trouble to post the items back and then back to square one. I responded that their customer duty of care was lacking, and that they needed to consider the perspective of the customer, and to do better to resolve the problem rather than washing their hands of the matter. In the meantime I also discovered a local retailler in Oz can supply cable and parts for another $80 so decided to cut my losses. So in one sense I should have shopped locally first however CRC does not appear very commited (in my experience) to working with the customer to resolve/negotiate an acceptable solution. At my urging they have now indicated that if I can source the required parts and send them the details of what it cost me - then they will refund me this amount. Who knows if this will come to pass? They might be big today - but CRC can also risk folding up overnight unless they can get more happy customers than unhappy customers. I have made a point of telling at least 8, and who knows how many read this. As for the people who sing their praises for delivering goods exactly as they had expected - good for you - do you know that is what their contract binds them to do. A contract is binding on both parties and whilst I believe that I have given CRC an opportunity to make amends for my poor experience, as a customer I hold them responsible for their end of the contract to supply me with goods as specified, or agreed compromise. A sincere apology would be icing on the cake - but apologies these days are as rare as hens' teeth. Sorry it is long - but your web moderator did want us to stick to the facts to avoid lawsuits. My tip to online sellers including CRC is to photograph all items BEFORE they go into the box and send this attached to e invoice/order. Also do not fob customers off with unbelievable and lame excuses. If somebody forgot to pack the part, or that the parts were out of stock - just fess up. Nobody likes being fibbed to. Customers - well you really should be ashamed of yourselves to go running to a local bike shop to get you out of the <inappropriate term removed>
- the term buying a pig in a poke seems very apt in my experience with CRC and I have learned a very painful and annoying lesson.