Author Topic: St John Street Cycles  (Read 31598 times)

Re: St John Street Cycles
« Reply #50 on: July 12, 2012, 01:01:39 pm »
Absolutely wonderful service from them this week.

As a result of incompetence trying to put a new sprocket on my Rohloff I damaged the component into which the puller's splines fit. Understandably I was rather aggrieved at this and phoned SJS for advice. I was put through to Dave, their Rohloff specialist, who said that I probably didn't have the puller locked on tightly enough with the QR skewer, which I'm sure is right. He said "I've got the parts available to fix that: send it to me."

I did, on Monday afternoon. It cost me £49.50 by parcel force, insured for £1000 on a two day delivery, so they probably didn't get it until yesterday. The wheel arrived back this morning, fixed repaired. The invoice for £0.00 was attached.

I'm struggling to think of better service I've ever had from any company.

+1     I did exactly the same thing as Wow and had exactly the same treatment.    A free repair on 3 year old kit I'd damaged by my own cack handedness.

They get a big  :thumbsup: from me.
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mmmmartin

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Re: St John Street Cycles
« Reply #51 on: July 12, 2012, 08:23:20 pm »
i am pondering the purchase of a full-on expedition bike. the price looks like being three grand all in. the service i have had from sjs is a major factor in putting a nomad at the top of my list.
Besides, it wouldn't be audacious if success were guaranteed.

LEE

Re: St John Street Cycles
« Reply #52 on: July 13, 2012, 10:04:01 am »
I bought my Raven Tour from them...(can it be 6 years ago?) with flat "comfort Bars".

I tried it for a few weeks and just didn't get on with them so fitted Drops.  Unfortunately the frame was designed for flats and was therefore too short with drops fitted.

I called Thorn and told them I'd made an error so they couriered the bike back, swapped all the parts to a new frame, taped the handlebars and shipped it back.  No charge (it was done under the 100 day money back guarantee instead of a total refund).

When you call SJSC you will typically end up talking to someone who knows what they are talking about, in some cases the fella who designed the bike or built your bike.

As I mentioned up-thread, they are always the cheapest place when it comes to sourcing that part that nobody else stocks any more.

chillmoister

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Re: St John Street Cycles
« Reply #53 on: July 13, 2012, 05:37:02 pm »
i am ponering the purchase of a full-on expedition bike. the price looks like being three grand all in. the service i have had from sjs is a major factor is pitting a nomad at the top of m list.

I've just received completely perfect customer service from Thorn / SJSC. My 6 year old Raven tour developed a crack at the top of the seat tube near the pinch bolt a couple of months ago.  A photo of the problem sent to Thorn resulted in a personal call from Robin Thorn the next morning and an agreement within 5 minutes that this was a valid warranty claim.  There was no need to send the frame back and he offered me a replacement frame but unfortunately not in the same colour as they are in the middle of changing the Raven series and didn't have my size in blue. Alternatively I could wait until August for the newly designed replacement which I agreed to do.  However in the meantime I decided that a lighter weight Raven was not really the best way for me to go and I would rather upgrade to a Nomad to give me more options including some off roading with suspension forks fitted.  This was no problem although I would have to pay a small fee  (less than 10% of the list price) as it was a change of modal from my original.  Since that decision I have received superb advice from Andy Blance , the designer at Thorn, as I traded emails trying to make a decision between an x-series or regular Nomad!  I feel I've received the same level of service as if I was someone spending thousands of pounds.  can't fault it.  :thumbsup:
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Re: St John Street Cycles
« Reply #54 on: March 01, 2013, 12:06:39 pm »
£15 total delivery because of a Carradice Bagman Sport QR!!   :o

Deleted it from 'my basket' and delivery for the other stuff dropped to £5  :)


edit: ordered the bagman from 'Practical Cycles'. Item £3 more than at SJSC but free postage  :thumbsup:

mmmmartin

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Re: St John Street Cycles
« Reply #55 on: March 10, 2013, 10:42:36 pm »
Needed rims, hub, spokes. Phoned. Spoke to A Real Person. He knew what to tell me. Ordered the spokes, hubs, rims. Sent them to my mate's house. They arrived in a day or so, he built the wheels. Whole operation went perfectly. Exactly the right stuff, and I got to speak to  somebody. Not like your normal crap interweb site. Recommended.
Besides, it wouldn't be audacious if success were guaranteed.

Re: St John Street Cycles
« Reply #56 on: April 11, 2013, 11:41:29 am »
I ordered a Carradice Bagman QR clamp from them.

It exploded while attaching my bag to it for the first time, sending one of the springs into the darkest corner of my garage, never to be seen again.

I contacted them, explained the issue, and they said Carradice would send me a replacement directly.

When after a few days nothing had arrived, I emailed SJSC explaining that I needed it for the weekend due to an event I was taking part in.

Its just been delivered next day recorded delivery


 :thumbsup:
@CorbieLinnRider

Re: St John Street Cycles
« Reply #57 on: April 27, 2013, 02:00:01 pm »
They contacted me on Tues 23 Apr to say that my dyno hub wheel had been repaired
and returned from Germany. I paid on the Wednesday and Parcelforce tried to deliver
on Thursday. I went to Parcelforce Depot on Friday to collect wheel. Good result I'd say. :thumbsup:

LEE

Re: St John Street Cycles
« Reply #58 on: July 03, 2013, 10:39:11 pm »
As a long time advocate of SJSC I got a bit pissed off with a reply from their Customer Services today.

I bought a chainring with wrong BCD.  My error.

I ordered another from them and posted the old one back, with receipt, in original packing, with a cover note explaining my error.

Today I get this email....

Quote
Hi,

Your return has been received today and a refund of £30.63 has been processed via sagepay. This will go directly into the account you used in payment and will take 3-5 working days to be visible.

For any future returns please ensure you follow the instructions on the invoice and our website. If another return is received without following this it will be returned to sender with no further action.

Kind Regards,

Name deleted by me
Customer Services
St John Street Cycles

The bit I object to is in bold.

Am I being too sensitive?  The war is over right, we beat the Nazis?  I think it sounds stroppy and arrogant, especially from "Customer Services"..

Turns out I forgot to phone them first and obtain a "Returns Number" (even though I included original receipt..and everything else they request).

So, I just sent this back..

Quote
Wow xxxxxx (name deleted)! and you work in Customer Services.  Me too.

Maybe you want to work on the "customer is always right" aspect of that.

So, even though I sent it with everything except an agreed number, you're just going to send my next return back if I get it slightly wrong.
You realise how much I've spent at SJSC and how many thousands of pounds have been spent, by other people, following my recommendation?

From one customer service person to another.....

1 - This made SJSC go down in my estimation, customer loyalty just took a hit.
2 - I'm going to post your reply on a global cycling forum, same as I post anything good about you. I think that's only fair.

3 - I think it just needs a simple change to the text of your reply, it's very threatening, don't you think?
If another return is received without following this it will be returned to sender with no further action.

I mean you managed to process this order with no problem, so you didn't actually need the returns number.

Suggestion - "It really helps us at SJSC if you can follow the returns procedure documented here <link to procedure>, thanks for your continued business with SJSC, we really appreciate it "  See how I didn't threaten anybody?

Sounds better don't you think?


You think I overreacted?  I like to offer a solution for every problem, not just whine.

I really think their (probably standard) text for returns sucks.

Re: St John Street Cycles
« Reply #59 on: July 04, 2013, 08:33:41 am »
A perfectly reasonable response on your part PM IMHO.  You have to give them some marks for processing your return rather than just sending it back but I agree that their response was a tad OTT.  It will probably have been compiled as part of their T&Cs by some legal person.  Hopefully they will take it on board.
Cancer changes your outlook on life. Change yours before it changes you.

LEE

Re: St John Street Cycles
« Reply #60 on: July 04, 2013, 08:49:42 am »
They took it on board.

I got a nice apology and they are reviewing their standard (automated) response text.

Re: St John Street Cycles
« Reply #61 on: July 04, 2013, 11:47:25 am »
Result :thumbsup:
Cancer changes your outlook on life. Change yours before it changes you.

clarion

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Re: St John Street Cycles
« Reply #62 on: July 04, 2013, 11:54:46 am »
That sounds good.  I've never associated SJSC and 'customer service', myself, so I don't have high expectations on that score.
Getting there...

Re: St John Street Cycles
« Reply #63 on: July 29, 2013, 01:27:50 pm »
Ordered replacement cone for a hub from them, and it came with some kind of corrosion issue on the surface.  I emailed them a picture and they dispatched a replacement without any further ado. 

Since they don't make the things in the first place I'm not sure it's possible to do any better than that. 

Wowbagger

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Re: St John Street Cycles
« Reply #64 on: August 04, 2013, 08:04:31 am »
That sounds good.  I've never associated SJSC and 'customer service', myself, so I don't have high expectations on that score.

I have generally found that the main mail order cycle companies (Wiggle, Chain Reaction) do pretty well on customer service, but to me SJS beat the lot. The main thing to do is to avoid dealing with Robin Thorn directly.
Eating's a serious business. Don't bollocks around wagging your tail.

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Re: St John Street Cycles
« Reply #65 on: August 13, 2013, 05:57:30 pm »
I think they may be copying other peoples product descriptions ;D

http://www.sjscycles.co.uk/zefal-zefal-paragon-mudguard-stay-set-complete-prod20601/
Climbs like a sprinter, sprints like a climber!

LEE

Re: St John Street Cycles
« Reply #66 on: August 13, 2013, 09:02:49 pm »
I think they may be copying other peoples product descriptions ;D

http://www.sjscycles.co.uk/zefal-zefal-paragon-mudguard-stay-set-complete-prod20601/

Hahahahaah

brilliant.

Copied just as a reminder (they will change it when they are found out)

From the SJSC online catalogue for SKS Mudguards
Quote
About Mudguards
At Wiggle we list a large range of mudguards to make cycling in wet weather a more comfortable experience.

Re: St John Street Cycles
« Reply #67 on: August 13, 2013, 11:13:36 pm »
Quote
I think they may be copying other peoples product descriptions

very good indeed :)
makes me wonder how much of this goes on generally, mutatis mutandis

Biggsy

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Re: St John Street Cycles
« Reply #68 on: August 14, 2013, 12:25:38 am »
It's rare for a retailer to write a product description at all.  They usually just use the manufacturer's description.  I guess SJS didn't have the Zefal one to hand, so they attempted to copy it from Wiggle, except they missed and got the Wiggle blurb above the description instead.  And didn't look at the screen after pasting.  ::-)
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Re: St John Street Cycles
« Reply #69 on: August 14, 2013, 08:02:23 am »
I think they may be copying other peoples product descriptions ;D

http://www.sjscycles.co.uk/zefal-zefal-paragon-mudguard-stay-set-complete-prod20601/

List price £13.99 with 10% off at Wiggle :-X
"Il veut moins de riches, moi je veux moins de pauvres"

Re: St John Street Cycles
« Reply #70 on: August 15, 2013, 10:41:38 am »
Very funny, we’ve been found out! now fixed it, in fact on searching our databse I found 2 other examples, not bad really with 25000 lines! Looked like it’s been like this for many months if not years, I’m guessing whoever did it doesn’t work here any more, apologies to Wiggle and any of you that thought we were copying our competitors text as policy.
Regards
ROBIN THORN  :demon:
(Director)
Thorn Cycles Ltd t/a
St John St Cycles
91-93 St John Street
Bridgwater, Somerset
TA6 5HX
Tel: 01278-441522   

Biggsy

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Re: St John Street Cycles
« Reply #71 on: August 15, 2013, 11:32:09 am »
I volunteer to write product descriptions for you.  Just send me a free copy of everything and I'll describe it!  I could do it well enough to increase your sales.  Gizzajob!  :)
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Re: St John Street Cycles
« Reply #72 on: August 21, 2013, 11:54:03 am »
 ;D

I just bought a VAR tyre tool from SJS. Couldn't get it locally, & with P&P the SJS price matched any other (the smaller P&P charge for small items kicked in), & my memories of service on previous buys make me trust SJS more than the random sellers which cost about the same.

Order placed & acknowledged. Next day, I got an e-mail to tell me that due to 'an unfortunate stock discrepancy' my order couldn't be met immediately, & offering me the choice of
1) waiting
2) choosing another product
3) a refund

I chose to wait - & two days later it arrived. I'm not sure if they found the stock discrepancy was imaginary or the delivery of new stock happened immediately afterwards (or maybe new stock had been checked in but not put away, so wasn't located immediately), but it was slightly bemusing.

No complaint. A VAR lever is a 'nice to have' thing which I could wait for, not essential & urgent, & the e-mail exchange caused me no problems or anxieties. I'd much rather they make a mistake that way than say nothing & make me wait when they don't have stock & aren't sure when it'll arrive.

So, mostly positive. Total cost matched the best I could find elsewhere. Ordered 9 pm, delivered on the third following day. Not bad. And Shelley took the trouble to let me know when she thought it was going to be late. Perhaps a small glitch in stock control, but not a serious one.
"A woman on a bicycle has all the world before her where to choose; she can go where she will, no man hindering." The Type-Writer Girl, 1897

Re: St John Street Cycles
« Reply #73 on: December 31, 2014, 11:29:40 pm »
Pair of Sora levers at a very good price because they were the previous model (old new stock) ordered 23rd December. Arrived yesterday. Considering the time of year, not at all bad.

The same is true of the assorted bits I've just bought from three other online retailers. Good service all round.
"A woman on a bicycle has all the world before her where to choose; she can go where she will, no man hindering." The Type-Writer Girl, 1897

welshwheels

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Re: St John Street Cycles
« Reply #74 on: January 01, 2015, 07:24:46 am »
I ordered a wheel set on Christmas Eve and it was delivered on Tuesday 28 th outstanding  I find them really good to deal with  :thumbsup:
struggling up hills since 1981 !!!