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Absolutely brilliant after sales service. No excuses, no bullshit, just great to deal with.

We're quick enough to highlight poor service, so I'm bigging up the guys at Merlin.
Who do you rate positively and why?

24 comments

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DaSy [872 posts] 1 year ago
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I used to buy loads of bits from Merlin, as they were cheaper than I could get many components via distribution with a trade account! I agree, they were always a joy to deal with as far as any returns or warranty claims went, also they were quick and efficient at sending the stuff out in the first place.

They are still my go-to for bits for myself.

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hawkinspeter [4258 posts] 1 year ago
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I've bought from Merlin and never had any issue with them, so I can't comment on their after sales service.

I've had good service from Wiggle/CRC over the years - returns are simple and easy.

The absolute worst experience that I've had was with Raleigh UK - they claimed to have lost my return and then didn't answer my emails until I kicked up a fuss and I eventually got a refund. Took about 2 months or so.

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srchar [1627 posts] 1 year ago
4 likes

Wiggle/Chain Reaction/Merlin all get a big thumbs up from me.  Decent pricing, quick delivery and easy returns.  I've used the Cycle Clinic a lot lately, too.  Again, great service even though they are a much smaller operation.  I also rate Ribble, although their returns process could be better.

Won't use PBK or Planet X anymore after a couple of bad experiences.

A special place in hell is reserved for Shiny Bikes/Race View Cycles.  Awful, crooked people.

That's Race View Cycles*

Race View Cycles*

* - SEO

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60kg lean keen ... [97 posts] 1 year ago
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Used both Ribble and Tweeks, no problems 

 

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davel [2723 posts] 1 year ago
2 likes

Another +1 for Merlin here.

Got a cracking deal on a TT bike on, er, C2W last year. Decent advice placing the order, zero hassle, quick, reliable build.

Tiny, minorest, inconsequential gripe... smidge too much brake cable, but it was only a cosmetic issue which I sorted when I was switching out the bars this year. Other than that, close to perfect.

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kevvjj [484 posts] 1 year ago
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Wiggle, CRC, Merlin, Tredz, Halfords, Ribble, PBK, SJS Cycles. Used them all with no issues. No quibble returns with any of them too.

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ibr17xvii [447 posts] 1 year ago
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Merlin have always been spot on, as have Ribble & are both local to me.

Wiggle's customer service is absolutely faultless.

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Canyon48 [1147 posts] 1 year ago
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Yeah, I've found Merlin really good too.

Wiggle is my top supplier though, I sent them an email a couple days ago about a pair of DHB Aeron Speed bib shorts I bought two years ago, the colour has faded quite a lot and asked if they were in warranty.

They said they are out of warranty and out of the return period, but they sent me a brand new pair as a gesture of goodwill.

I have bought a couple groupsets, a couple wheelsets and an awful lot else from Wiggle though. Given how excellent their customer service is, I know where I'll be buying my next groupset from!

 

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Jimmy Ray Will [1031 posts] 1 year ago
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I like Merlin too.

I try to avouid CRC Wiggle and Ribble these days, but thats nothing to do with service, just how the shareholders of that company are destroying CRC in Ireland for the sake of a few bucks.

 

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jacknorell [1067 posts] 1 year ago
2 likes

Surprised Sigma Sports not mentioned yet, great to deal with

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Natrix [64 posts] 1 year ago
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Always had great service from CRC, Wiggle, and Merlin. Planet X have been good, but am a bit wary of them these days, possibly unwarranted.

By far the worst customer experience has been with Raleigh, absolute bunch of *!$***s, avoided ever since.....

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AfterPeak [162 posts] 1 year ago
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Brought a bike frame from a site called fat birds. Well good customer service

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vonhelmet [1488 posts] 1 year ago
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I buy from all sorts of shops, depending on what I’m after and what people are charging.

You can’t beat SJS for stocking random knick knacks and spare parts.

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Stratman [174 posts] 1 year ago
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I don’t thinking I’ve had bad service from any of the above.  I’ve found Evans good, and I like their click and collect.  But a special mention for Hunt.  There was a missing skewer, which they sent immediately with a few freebies to compensate.  Then the tubeless tyre was losing pressure. I guessed that it just needed more sealant so asked which brand as I wanted to use the same one.  They sent me a big bottle.  Now I need to change my frame as it’s cracked, and the replacement has different axles.  Asked which adaptors I’d need, they’ll send them.  So all in all great response with great communication.

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Spangly Shiny [281 posts] 1 year ago
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SpikeBike wrote:

Brought a bike frame from a site called fat birds. Well good customer service

I also bought a frameset from them. Sales service was excellent however after sales service was non-existant. The reason I say this is that I asked them for information about getting replacement decals for my frame (Lynskey) and all I got was an email acknowledging my request.

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bikercat [14 posts] 1 year ago
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Used Merlin lots but after my LBS (which I mainly used for maintenance) closed I decided to only use shops or at least internet retailers with a decent high street presence. So it’s mainly Evans Cycles for me. Have had excellent service, easy returns and their prices are competitive.

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MrGear [110 posts] 1 year ago
2 likes
jacknorell wrote:

Surprised Sigma Sports not mentioned yet, great to deal with

They get plenty of business from me because I live opposite their shop!

Also it has to be said Evans combination of online shopping and high street stores is pretty hard to beat.

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AfterPeak [162 posts] 1 year ago
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Spangly Shiny wrote:
SpikeBike wrote:

Brought a bike frame from a site called fat birds. Well good customer service

I also bought a frameset from them. Sales service was excellent however after sales service was non-existant. The reason I say this is that I asked them for information about getting replacement decals for my frame (Lynskey) and all I got was an email acknowledging my request.

On the phone they were good but didn't email. No I think about it one thing I was annoyed about is that they didn't keep spare hangers for the frames they stock which I thought was strange.

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Pommers [1 post] 1 month ago
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Well, first comment I post, in which I complain about a shop, so not the best start, but honestly they just provided the worst customer support I have ever experienced.

I bought a pair of cycling shoes (Northwave GT, so not cheap) from them, and the address was missing the apartment number. FedEx stated that the delivery was completed, although I never got the package.

Merlin does not want to help at all: they need to start a claim with FedEx, but they will not even answer my emails or calls. They just will not help, as they say once the package shows as delivered, they will do nothing more. They will not start a free claim to help me find my package, that's how bad they are, they will not take five minutes just to ask Fedex to start an investigation!!

Gema, from sales support is the worst customer representative I have had the bad luck to deal with. Be advised, if you have any issue, this people will leave you to rot, with no money and no order to show for.

Loved them up till this order, hate them to bits now, I don't understand why they won't help. Anyway, I hope nobody goes through this and all your packages are really delivered.

 

CRC/Wiggle, Planet-X, & SJS have always provided great service in my opinion. It has been years since I ordered from Evans, but they were always really responsive and helpful (they helped me get a replacement helmet after a crash in a record time)

 

 

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WDG [65 posts] 1 month ago
1 like
Pommers wrote:

Well, first comment I post, in which I complain about a shop, so not the best start, but honestly they just provided the worst customer support I have ever experienced.

I bought a pair of cycling shoes (Northwave GT, so not cheap) from them, and the address was missing the apartment number. FedEx stated that the delivery was completed, although I never got the package.

Merlin does not want to help at all: they need to start a claim with FedEx, but they will not even answer my emails or calls. They just will not help, as they say once the package shows as delivered, they will do nothing more. They will not start a free claim to help me find my package, that's how bad they are, they will not take five minutes just to ask Fedex to start an investigation!!

Gema, from sales support is the worst customer representative I have had the bad luck to deal with. Be advised, if you have any issue, this people will leave you to rot, with no money and no order to show for.

Loved them up till this order, hate them to bits now, I don't understand why they won't help. Anyway, I hope nobody goes through this and all your packages are really delivered.

 

CRC/Wiggle, Planet-X, & SJS have always provided great service in my opinion. It has been years since I ordered from Evans, but they were always really responsive and helpful (they helped me get a replacement helmet after a crash in a record time)

 

 

If the parcel wasn't delivered how do you know they got the address missing the apartment number?

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DoctorFish [240 posts] 1 month ago
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I've not had a problem with any of anyshops that I have used.  SJS is the best for those bits that no one else sells.  wiggle's return system is really simple on the rare occasion that I've needed to use it.

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DoctorFish [240 posts] 1 month ago
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I've not had a problem with any of anyshops that I have used.  SJS is the best for those bits that no one else sells.  wiggle's return system is really simple on the rare occasion that I've needed to use it.

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DoctorFish [240 posts] 1 month ago
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I've not had a problem with any of anyshops that I have used.  SJS is the best for those bits that no one else sells.  wiggle's return system is really simple on the rare occasion that I've needed to use it.

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Run BMC [19 posts] 3 weeks ago
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Never really had a bad experience with any of the main online stores I've used tbh.  Wiggle used to be my 'go to' store, but their level of customer service has slipped over the last couple of years in my opinion.  I can highly recommend Tredz for all round customer service and competive pricing though - probably the pick of the bunch at the moment.