ant0
Active member
Some of you may have ready my sorry saga thread on the Specialized forum here about the faults on my wife's new Turbo Levo SL and the huge timeframes quoted for getting it looked at. Well things escalated today and I thought I'd share to warn others. That said I fully realise many/most people may have excellent service from Rutland and that they are a well respected shop, but my experience tells otherwise. I've pasted below, names removed, my latest email to them today and as you'll guess, I'm fairly livid right now, as is my wife.
Hi [email support] & Nottingham Store,
I've now spoken to someone at the store (XXXX & XXXX on holiday) and given I'm currently £11k out of pocket, with no working bike here for my wife, and apparently having been lied to by your store staff re the new bike dispatch date, I am now furious. I had been fairly patient until now but this is the final straw.
1. First bike stopped working due to a fault less than 30 days from delivery - eventually agreed return for full refund - still awaiting box for return and £5,500 refund.
2. Empty box from you for that return to obtain the £5,500 refund will have taken nearly 2 weeks to arrive from request, 'if' it arrives this monday!
3. I have no idea then how long it will take for you to arrange collection, receive the bike, and process my refund (likely an excessively long time by the experience thus far)
4. Due to the excessively long time it was taking for you to get the return box out, I PAID FOR a new bike to be dispatched pending the other bike return and refund, or order to speed things up and my wife have a working bike (now £11k out of pocket at this stage).
4. Both XXXX and XXXX at the Nottingham store had confirmed the new bike was in stock, allocated to me, and PDI'd at the end of LAST week.
5. On paying for the bike last Sunday 29th I personally spoke to XXXX and asked if the bike would be dispatched to me Monday, he said it was ready but due to the bank holiday Monday it would be dispatched Tuesday 24th.
6. On Tuesday 24th I received a dispatch confirmation with tracking, which I naturally assumed was the bike being dispatched and so would be here today or Monday (based on the timescales of the first bike sent).
7. Today via the customer service email when asking where the empty return box was, I found that dispatch was only the empty box and not the bike as promised!
8. That same customer service email tells me that the bike has not been dispatched on Tuesday 24th as promised by XXXX, and the bike won't even be in your depot until next Tuesday!
From the above saga, there seems to be a mixture of incompetence and lies as far as I'm concerned with promises not met.
As result my wife and I have reluctantly decided we cannot trust Rutland and Specialized support and so I request:
1. An immediate refund of the £5,500 paid for the new bike on Sunday 29th Sept (you confirmed today not dispatched)
2. Swift action and refund of the £5,500 for the original faulty bike - please ensure the return is handled quicker than issue of the return box to allow me to be refunded.
Thank you.
Regards,
[EDITED FROM ITALIC TEXT SINCE SOME ON THE FORUM COULDN'T SEEIT/READ IT]
Hi [email support] & Nottingham Store,
I've now spoken to someone at the store (XXXX & XXXX on holiday) and given I'm currently £11k out of pocket, with no working bike here for my wife, and apparently having been lied to by your store staff re the new bike dispatch date, I am now furious. I had been fairly patient until now but this is the final straw.
1. First bike stopped working due to a fault less than 30 days from delivery - eventually agreed return for full refund - still awaiting box for return and £5,500 refund.
2. Empty box from you for that return to obtain the £5,500 refund will have taken nearly 2 weeks to arrive from request, 'if' it arrives this monday!
3. I have no idea then how long it will take for you to arrange collection, receive the bike, and process my refund (likely an excessively long time by the experience thus far)
4. Due to the excessively long time it was taking for you to get the return box out, I PAID FOR a new bike to be dispatched pending the other bike return and refund, or order to speed things up and my wife have a working bike (now £11k out of pocket at this stage).
4. Both XXXX and XXXX at the Nottingham store had confirmed the new bike was in stock, allocated to me, and PDI'd at the end of LAST week.
5. On paying for the bike last Sunday 29th I personally spoke to XXXX and asked if the bike would be dispatched to me Monday, he said it was ready but due to the bank holiday Monday it would be dispatched Tuesday 24th.
6. On Tuesday 24th I received a dispatch confirmation with tracking, which I naturally assumed was the bike being dispatched and so would be here today or Monday (based on the timescales of the first bike sent).
7. Today via the customer service email when asking where the empty return box was, I found that dispatch was only the empty box and not the bike as promised!
8. That same customer service email tells me that the bike has not been dispatched on Tuesday 24th as promised by XXXX, and the bike won't even be in your depot until next Tuesday!
From the above saga, there seems to be a mixture of incompetence and lies as far as I'm concerned with promises not met.
As result my wife and I have reluctantly decided we cannot trust Rutland and Specialized support and so I request:
1. An immediate refund of the £5,500 paid for the new bike on Sunday 29th Sept (you confirmed today not dispatched)
2. Swift action and refund of the £5,500 for the original faulty bike - please ensure the return is handled quicker than issue of the return box to allow me to be refunded.
Thank you.
Regards,
[EDITED FROM ITALIC TEXT SINCE SOME ON THE FORUM COULDN'T SEEIT/READ IT]
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