CRC update

I had the same problem with crc a month or so back, something went out of stock after I had placed an order with them, it took half a dozen emails and four phonecalls to get it sorted, and then they sent the wrong thing anyway.
They were really frustrating to deal with you never got to deal with the same person twice and they never replied to any of the emails.

This same problem has also occurred to me on my most recent order. Pretty much just as you described, my order was constantly processing and when I inquired via email I was informed that one item was out of stock and this was after I'd been charged.
That item was cancelled and I was promised all was good. A week or so later still no delivery so I looked to find that it was still processing. So I inquire to be told that other items went out of stock. I went birko. Wouldn't one expect that the rest of the order would be set aside from the beginning especially since I'd already paid. The phone was constantly engaged so after many to and fro emails I'm now promised that the remaining items are on the way for free postage even though the total has now dropped considerably below the free postage spend amount. And during all this I received no communication to explain anything. If it wasn't for me chasing it up nothing would get done.
I've used CRC for many years and have never had a problem like this. I reckon they must be experiencing staffing problems and there factory worker automatons don't have the initiative to get things done logically.
While our dollar is up I'm buying parts online like crazy so then I have parts in stock because when the dollar drops it will drop like a stone and all these great prices will be lost.
I don't see bike shops or distributors and importers handing back the savings based on the favourable exchange. Curious, eh?
I'll always use CRC as they have some of the best prices around. On my next order I'll be hassling them immediately upon ordering to ensure this stuff up does not re occur. Emails such as 'Do not charge my card until all items are boxed and ready to ship' and 'If any of my ordered items is out of stock then inform me immediately and before my card is charged...'
maybe the way to go.

I'm not sure importers are getting much benefit out of the favourable exchange rate. In a lot of cases stock they have on hand now was paid for 6 months ago. For stock they're buying now the improved exchange rate is only providing some insulation against price rises due to increase cost of raw materials - which in some cases has been quite staggering

Over $US1! Really? Why is this? And how do you know? Are you in that financial realm?
I'm glad you got good product and service. Ultimately web based retailers do want to provide a good thing. I'm also fond of Beyond Bikes and SpeedGoat and one of these days I'll buy a Marin frame from Adrenaline Bikes. Because I simply must have a Marin...

See folks, we can now come here for financial news and current affairs...
For the rest of us it means great online bargains from abroad. The irony is that I would prefer to spend my cash right here at home but I couldn't help feeling daft for forking out the massive difference in price.
So everyone, as our dollar strengthens and those online prices decrease stock up on consumables so when something wears out one only needs to reach for it,fit and keep on riding.

I am swapping a cassette with Leo so I am having him send the swap express post so I can have it on bike before weekend. I'll just get a cheapy chain to tide me over. Chainrings and other stuff can wait. So thanks anyhoo, but I put my contingency plan into action.

It's just a bit disappointing after all the good reports I have heard, and thought I left well enough time to get the stuff. I'm thinking twice about using them again. Anyway, see how it goes. I will see if they answer my email or make a comment about the link sent.
I understand their profit will be cut somewhat by the reasons above and the free delivery. But I'm sure they're making a profit and should take this seriously.

Hey Starship, can you take the link to your Intense bike of the website, please. I saw the build on Farkin, and now every time I see it I drool all over the keyboard.

I e-mailed all the CRC addresses with the title "Anti-CRC Website" and the link to this page, and explained my problem and said it showed shocking customer service. They ALL got back to me as soon as they opened and are sorting me out. Contact [email protected] and/or [email protected]

This is part of the reply I received which explains a fair bit of the problem, but not why they responded straight away to this, but not to any of my other e-mails. I guess an inflamatory headline in the subject field (even if not true) can get things moving.

Your email has been forwarded to me by one of my team. I am sorry that you have been disappointed by the level of service that you have recently received has not been up to scratch. I read the comments posted on the forum and whilst I do agree with some of the comments, I feel that the statement that the customer service is “crap” is unjustified.

I appreciate that we don’t always get things right and that communication has not always been speedy but this has been in part to staffing issues, something that we have worked very hard recently to rectify. We are constantly reviewing our staffing levels and making improvements where necessary and this process will continue in future.

Another point that is not widely known is that while we are processing huge volumes of orders we are also trying to work around major building work that affects all of our staff and operations on a daily basis. It is hard for me to explain to an outsider just exactly what goes on here on a day to day basis but what I can tell you is that when the building work has been completed (hopefully this will be soon) and that virtually every department in the company is reorganized things will improve dramatically.

All we can hope is that our customers bear with us while we try to get things back on track. Believe me, we want to be able to say that we offer the best customer service around, and judging by a lot of the feedback that I have recently received we are getting there.