"No product, had to chase for explanations. Now awaiting a refund"

I ordered a wheel 10 days ago, then followed up 2 days later to ask when it would be dispatched as I'd heard nothing. I received a reply that day saying despite the website saying the wheel was in stock, it wasn't, and they'd ordered one in response to my order.

I was assured it would be dispatched the next day.

Now, 10 days later, I've chased them again and it still isn't in stock. To be fair they were extremely apologetic, but that still left me with no wheel for 10 days and doing a lot of chasing. Now awaiting a refund.

"Very good service"

Given the negative reviews, I was wary about purchasing from this company but I have been positively surprised by the service. I ordered a jacket as it was cheaper than other places online. The jacket arrived the very next day in perfect condition. I'd be happy to order from them again.

"Great value, free and fast delivery."

I'm taking the time to post a review here because I notice that the most recent for this company are negative and my experience has been flawless. I purchased a Bobbin bicycle pannier bag, 20% cheaper than I could find it anywhere else online and with free delivery. I ordered it yesterday and it arrived by registered delivery this morning. The bag is perfect and email communication was good. Given the issues I read below, I did call first to check the item was in stock before ordering. I notice that the company responded to one review some time ago and have not responded to those more recent (and mostly) negative ones. I think this is a shame since it appears they are not listening to their customers. This aside, I can recommend.

"Will not use again"

I had a very similar experience to the reviewer posting in February 2012 and note that DCD said that they altered their processes in response to this.

I purchased some goods from Broad Ribb Cycles who have shops located in in Banbury, Bicester, Leamington Spa. Their online shop is Discount Cycles Direct.

I placed an order for some fairly mundane cycling items costing below £50

This is a direct copy of the wording contained on the company website that sets their terms and condition s:

“Discount Cycles Direct will despatch your order within 24 hours if we have the products you have selected in stock, we normally do.
All purchases are despatched by post or courier and will normally be delivered to you within 48 hours of despatch. When your order is despatched we will advise by email.”

Here is my timeline of events:

Tues 25.11.14 Purchased Goods. I just had a sense that something was wrong with my order so I called DCD on Weds 26.11.14 and was advised on the phone that the goods had been dispatched and will be delivered tomorrow this was confirmed by an email. I told DCD that this was good as I need goods for the weekend so was happy with this.
Thurs 27.11.14 Wife waited for Order to turn up but no order arrived. Sent an email at 7.15 pm querying why my order had not arrived
Fri 28.11.14 No Answer to my email so I called DCD at 12.15pm was told order should have gone out they will check and call back. I did not receive a call back so I called again around 4pm and was told that actually my Order hasn’t gone out but they did not know why. They will reorder goods and these will be delivered on Monday. I advised that I was not happy with a Monday delivery as previously advised I needed goods for this weekend and asked what DCD would do in form of recompense. They advised that I could arrange for a Saturday delivery as recompense for the delay. I would receive an email with an updated order. I called back at 5.10pm as no email received. Email received at 5.27 pm stating that goods had been dispatched and was provided with a consignment number. The Consignment Number provided was not recognised by the courier. I called back immediately but DCD had closed their lines for the weekend.
Sat 29.11.14 A combination of my wife / Myself stayed in to wait for the order but it never came. I Left a voice mail message (which wasn’t too polite and for that I apologise) asking for a refund, sent an e mail to DCD, left a message on their facebook page and posted a Twitter message.
Sun 30.11.2014 No Order
Mon 1.12.2014 No response received to any of my communications over the weekend. My Wife called DCD just before Lunchtime to find out what was going on (as she was waiting for the Order again and I was at work). To be fair to she did speak to a different person who advised that my second order also went wrong but he did not know why. He did the order again with next day delivery and this time the goods turned up, however there was no offer of recompense for the further delay.

This was my first Order with DCD and had I not been on to them the entire time I think I would still be waiting for my goods. If this is how they impress a brand new customer then I can only conclude that they do not want my future custom and I will happily not be giving it to them. In addition I have actually still not had any response to any of my written communications perhaps this may remind them

"Broken Promises.."

The initial buying experience was not flawless as my payment by paypal was suspended, paypal stated this was waiting for authorisation by the vendor. after making payment again via paypal after speaking to Josh I paid extra for a Saturday Delivery after being promised this would arrive on Saturday. I waited in all day without this arriving, wasting a whole day of my weekend where normally I would be out. I requested a refund and this has been processed, but there was not one hint of an apology.

"Back to wiggle"

Never ordered from here before but ordered a jersey which said in stock. Two days later got an email saying they had no stock. In this day and age with computers to monitor stock this is poor. Never again im going back to [external reference] never had a problem with them.

"No fault with the company and very prompt"

I ordered a bike from Discountcycles in September 2012, a nice 2011 Halcyon Monterey hybrid, I was given a tracking code to keep an eye on it's progress and had no problems other than a couple of manufacturer cosmetic faults like the fitted bell had some paint rubbed off and a VERY small chip in the paint on the top tube, the specs for the price I paid was top notch too, the bike is still running and in top form, even with 1,797 miles on the clock and counting, though the stock brake pads and tyres could have been better but that's down to the manuacturer, I am now looking at getting my n+1 bike from discountCycles which will be a road bike, nothing too expensive but a lightweight alloy frame would be good to start with.

"Great service , couldn't have asked for more:):)"

Ordered a Cannondale X bike from this company, all I can say is the service and communication I received was faultless. Even down to delaying delivery to allow me to arrive home from overseas.

Luke whom I dealt with was excellent. The price was excellent, I always find it better to buy from a smaller retailer than one of the giants. They need your business and give you the treatment that is all too often lacking from the bigger companies.
Would not hesitate to order from them again.
Thanks guys great job !!!:):)

"Faultless service!"

Just done a deal with Discount Cycles for two bikes. My local store sadly could not compete on price, which was the reason I went for DC in the first place. I wasn't disappointed. One bike was for my trainer and the other to be my race bike for the season. Both Wiliers. I knew pretty much what I wanted and Luke at DC was really helpful with everything, including building both bikes and delivering them to my house the afternoon after I put through the order. This included fitting two new Pro Logo saddles they had ordered in at the same time I ordered the bikes. I was able to specify slight adjustments to the bikes and check the specifications to my satisfaction. Nothing was too much trouble and the speed of service was excellent. I would highly recommend Discount Cycles and in fact have a friend looking at purchasing a bike from them as I type!

"Superb: efficient and friendly service"

I ordered a bike for my son and it arrived really quickly. The bike had a manufacturing fault though (no fault of discountcycles) and after a quick call and sending a photo they advised me to send it back with no quibbles. But instead of just sending another, Luke advised me that a different bike would be better value and better for what we wanted. He even arranged to swap a chainset from another bike to make sure it was the same spec as the one they had sent before. He thought this would take a few days but they did it the same day and despatched that night. The bike arrived safe and sound and Luke was right: it is way way better value.
Makes a nice change for a cheap online store to also have good customer service!