Buycycle.co.za rant

[Christian van Zyl]

Please explain why you couldn't have had the decency to at least reply to the guys emails and kept him in the loop, potentially preventing this thread ever even happening?

 

There are few things more frustrating than suppliers that don't reply to emails once they have your money, very poor show.

I agree, very poor show. The client was handed over to Jason who did not handle the situation correctly at all. A junior employee, tried to manage the situation and ended up making a mess of it. As manager I take the responsibility for this, we're drafting an operating procedure to try and manage these situations better. 

 

C

Edited December 9, 2015 by Christian - buycycle.co.za

[Christian van Zyl]

_{Ok I cannot dispute anything in the reply from Buycycle above, it is all factually correct.}

 

_{They did call me eventually after they saw this post to discuss this. They still do not have stock and have now agreed to refund me the amount. As of now I still have not received a refund but I trust I will have the refund soon and that it will be the correct amount.}

 

_{Personally for me I will not order from them again, not because of their attitude or anything (although the guy who tried to make me take the downgrade at the same price was not very nice) but because of the following:}

 

_{1. The stock system is flawed. If you have a 1 day lag on confirmation of stock levels then the order should not be processed and my money taken until you are sure you have the stock. I also prefer to buy from stores that only show items they actually have as being in stock.}

_{2. Despite the apology on this forum I do not think it was acceptable for this to take almost 2 weeks to resolve, and that no reply was given to my email and chat requests.}

 

 

_{Once they responded I found them to be friendly and helpful but I would rather take my money elsewhere.}

 

It is sad to lose you Ewald, but 100% understandable. 

 

I need to note that there is not an online cycling store in South Africa that I'm aware of with live integration into a stock system. That is why you will alway see similar stories. I'm not using this as any excuse, the service in general was pathetic and communication should have been much better. 

 

We are definitely taking this up with Jason who managed your order. 

 

C

[AlanD]

Buycycle, its great to see you guys taking responsibility and trying to sort things out.

 

Perhaps as a measure of good standing and to retain buyers and attract some more buyers, a super awsome unbeatable special can be done but its got to be out of this world kinda special :-)

[Christian van Zyl]

Stock levels updated daily? By someone with a clipboard and pencil?

Hello my stuff, 

 

We use Pastel partner to export inventory lists and an import application we built to import. We're getting better at it, but we still have some bugs... 

[Christian van Zyl]

Buycycle, its great to see you guys taking responsibility and trying to sort things out.

 

Perhaps as a measure of good standing and to retain buyers and attract some more buyers, a super awsome unbeatable special can be done but its got to be out of this world kinda special :-)

 

Done deal, tell me what you want, what you really really want and I will get it ons special for you. 

[Brickleberry]

He is a smart guy with a business that's been around for 28 years. We figured he is the type of businessman we would like to be involved with.

 

I would love to know what the letdown is? Pricing online will remain the best we can possibly find.

 

Thanks!

Funny that you picked them for stock holding as they are one of the shops that has the standard answer of no we dont have it in stock but we can order it for you.

[leeubok]

I've ordered from buycycle a couple of times and never had any issues. If there are any issues though, communication is key. There is nothing worse than not knowing where your parcel is or what the delay is. As long as the shop (or courier) keep me up to date then I'm happy

[Christian van Zyl]

Funny that you picked them for stock holding as they are one of the shops that has the standard answer of no we dont have it in stock but we can order it for you.

Hello Brickleberry, 

 

This might be the case with any shop if you're looking for something niche. The online platform feeds from all three shops making the odds of getting what you want easier. 

 

With cycling needs getting more diverse every year, keeping stock in each store that will appeal to all forms of cycling and niches is very difficult but not impossible. 

 

Like any proper store we are also against any form of grey imports. This limits us to buying what the importers bring in. We're continuously putting pressure on them to get a wider range, but from a Buycycle point of view we're simply too small to make enough noise... 

 

We are however working on it. 

[LOOK695]

Done deal, tell me what you want, what you really really want and I will get it ons special for you.

 

Hope hubs????

[Patchelicious]

Christian, I must commend you on your repsonses here. Polite, positive and logical.

[Veebee]

Please be aware that Buycycle.co.za do not reflect accurate stock on their website. I ordered some parts  marked as "in stock" on their website. A few days later they called to tell me their supplier does not even have the stock (nevermind themselves, as per their website) and they then tried to downgrade me, but at the same price. After some arguing they agreed to give me a refund for the difference (after they "made a mistake" when they told me the downgrade was the same price) and send me the downgrade part.

 

Now it is about 10 days later and still no parts have been delivered.

 

I have tried to use their chat function on their website, which showed as online, but there was no reply. Also no reply to emails and no answer when using the phone number on their website.

 

FYI, use it, don't use it.

 

I am hopeful to get my parts at some point in the future.

 

to add, I had a similar experience with a purchase from Black Friday. Only had my order delivered yesterday.

 

The first story was that the courier did not make it in time to collect, and then they went on about not having my details yet they delivered another parcel from the same order just a few days ago.

 

anyway I think I have my stuff now, need to collect from my office.

[Chro Mo]

My dealings with them have always been solid.

 

Prompt delivery.

 

Was a while ago now, but I can't fault them, really.

[Buycycle Online]

Please be aware that Buycycle.co.za do not reflect accurate stock on their website. I ordered some parts  marked as "in stock" on their website. A few days later they called to tell me their supplier does not even have the stock (nevermind themselves, as per their website) and they then tried to downgrade me, but at the same price. After some arguing they agreed to give me a refund for the difference (after they "made a mistake" when they told me the downgrade was the same price) and send me the downgrade part.

 

Now it is about 10 days later and still no parts have been delivered.

 

I have tried to use their chat function on their website, which showed as online, but there was no reply. Also no reply to emails and no answer when using the phone number on their website.

 

FYI, use it, don't use it.

 

I am hopeful to get my parts at some point in the future.

Hello Ewald

 

Firstly I would like to apologize for the downgrade I did. The HG300 was the only one available in the ratio you wanted and that would have been compatible with your current groupset. I understand I made a mistake to give you the same price for the HG300 as the HG400 as the HG400 was marked down. I am truly sorry for that.

 

To confess as well. I did not handle the physical order and Christian is investigating why the order took so long to be dealt with. 

 

Yet again my apologies for the downgrade

 

Kind Regards

Jason - Buycycle  

[keithbe]

It is sad to lose you Ewald, but 100% understandable. 

 

I need to note that there is not an online cycling store in South Africa that I'm aware of with live integration into a stock system. That is why you will alway see similar stories. I'm not using this as any excuse, the service in general was pathetic and communication should have been much better. 

 

We are definitely taking this up with Jason who managed your order. 

 

C

Case in point - Jenson USA - one item, from a number, was on back on order as no stock available. Mailed me to advise that no stock available at all and provided other options. Problem solved.

 

Hell, Amazon even get it wrong...more regulalrly than one might think.

 

Not about the f*up but rather how quickly the f*up is addressed and calm restored.

[DR ◣◢]

Using this thread again as it appears that the situation in the first post hasn't changed. 

 

I wish I could write a positive review as my dealings with Buycycle.co.za have always been good. Until now though. I ordered an item that was advertised as "in stock" only for it to be out of stock. After inquiring from my end I was offered an alternative but this would need to be ordered in before it could be shipped to me. Another 2 to 3 days wait +-.

 

I requested a refund and store credit / option to order something else of similar value was offered. I insisted on a refund. I sent various emails to follow up on the status of the refund. I was now told that it will take another 5 days before the refund is processed. 

 

I fully understand that a business has a refund policy in place. One I would gladly agree to if this was a situation where I changed my mind about a product and not one where the product was falsely advertised to me as being in stock. 

 

Sadly this was my last (attempt at) order with them.

[madmarc]

 

Using this thread again as it appears that the situation in the first post hasn't changed. 

 

I wish I could write a positive review as my dealings with Buycycle.co.za have always been good. Until now though. I ordered an item that was advertised as "in stock" only for it to be out of stock. After inquiring from my end I was offered an alternative but this would need to be ordered in before it could be shipped to me. Another 2 to 3 days wait +-.

 

I requested a refund and store credit / option to order something else of similar value was offered. I insisted on a refund. I sent various emails to follow up on the status of the refund. I was now told that it will take another 5 days before the refund is processed. 

 

I fully understand that a business has a refund policy in place. One I would gladly agree to if this was a situation where I changed my mind about a product and not one where the product was falsely advertised to me as being in stock. 

 

Sadly this was my last (attempt at) order with them.

 

 

I've never understood the refund policy of shops being 5 - 10 days especially online paid by CC - All it takes is a credit transaction or a reversal from the shop = 5 minutes and maybe a day or 2 to reflect in your account. I have purchased online from overseas with them being out of stock and the refund was done within 24 hrs

 

Maybe they reserve the right of 10 days if you return something - But being out of stock should be max. 24 hrs