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Difficulties with Ribble
Hi all,
I recently purchased a new Ribble bike through the cycle to work scheme. I'd carefully researched the bike and used the info on their website to get the right size etc...
The bike arrived and it is too big and the seat won't go down further. Also, the di2 battery had an issue and needs fixing.
They are refusing to change the bike frame (they say becuase I bought it through the C2W scheme) and that I should jsut cut the seat post down to make it shorter (even thought there's a battery in it), and after sending a video of the battery issue are still requesting more evidence before accepting it back for a repair.
I spoke to the cycle to work scheme who advised to tell them that I 'cancel the order' and send the bike back to get a refund on the certificate. I can then and just buy a new one, although I'm loathed to buy through them again after this. Seems madness to have to go through this process just get a working bike that fits, but maybe that's the way Ribble operate.
Has anyone else had these negative experiences with them? Also, I'd be grateful for anymore advice on how to pursue this with them as they are being very difficult.
Cheers,
Chris.
If you're new please join in and if you have questions pop them below and the forum regulars will answer as best we can.
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13 comments
Just a thought, is this covered by distance selling regs or whatever has taken over from SOGA?
The batteries are normally easily removable often held in with a circlip the bung can then be reused in the cutdown post. I've cutdown seatposts on di2 bikes a few times it's a simple job for a bikeshop It's often required for smaller riders on smaller frames. The bigger question is even with a cut down seatpost how much exposed post would you have? If it's not sensible then you have ordered the wrong size.
Did the Di2 battery get damaged while trying to lower the seatpost? I could see that happening the connectors especially the new style are fragile.
I would be happy to cut the saddle down, but the frame is still too big. When I stand astride the frame, I have to stand on one foot at a time. The website said this frame is suitable for 5'7 - 5'9 but it's far too big. The 'virtual mechanic' that I'm speaking to literally told me that he rides bikes that are too big for him, so I should too.
He seems to be using every trick in the book to not swap the frame over. First it's the C2W scheme, the next frame is the right size, next it's the wrong size but "ride it anyway becuase I do". It's absolute maddness. I'll send screenshots of my conversastions with them once it's all over.
And with regards to the cable, the cable has detached from the battery inside the seat tube, and I can't get to it. The 'virtaul mechanic' is insisting that I send him a photo of it, but I can't because it's stuck. Again, stuck in a endless loop of back and forth emails with this absolute buffoon who seems to not take my word that there's something wrong, and thinks that he'll see it in a static picture instead.
I've honestly never experienced any customer service like this before. They send one email per day and I have to wait the next day for a response. It's been a disaster and I honestly would say to anyone to stay well away. They're clearly a company in severe financial difficulty who need every bit of profit margin that they can get. And they'll do it even if it means lumbering a customer with a broken £3k bike that is the wrong size. Maddness.
I was in the showroom as the salesman was telling the customer that was straddling a bike that he had "the perfect triangle"... I lost faith in them at that moment.
Ooh! Suits you, sir!
Indeed.
I went to their place in Birmingham. Cash in the bank, ready to try and to buy. Turned out all you could do was look at them, mounted on the wall. Walked out; was properly looked after at FW Evans - they got my money. And, despite everything, they gave good aftercare when needed later too.
There was a long thread on the forum about issues with Ribble, though that was mainly about delays to deliveries.
I got my new Ribble bike back in 2021. I had issues with delays, and them some minor issues when I received the bike. But their response to those post-delivery issues was very good.
90 comments !
https://road.cc/content/forum/ribble-cycles-repeated-non-delivery-new-bi...
Thanks. I should have done that! It was also not the only thread
https://road.cc/content/forum/ribble-rant-well-more-whinge-283045
Cheers man. It seems I'm not alone with their customer service. It's absolutely appalling. They take a full day to reply to one email, only to say the same thing the next day. There's nothing more infuriating that having circular conversations with these people.
My experience was that putting a negative review on Trustpilot got them to swing into action.
Tell them the bike is not fit for purpose and you're rejecting under the Sale of goods act.
Also bear in mind you have 14 days after reciept to cancel goods under Distance selling regs.
Dont waste time negotiating. Go nuclear on them.