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Old 09.08.2016, 16:34
ilberni ilberni is offline
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Re: Canyon purecycling online bike order

Hello everyone,


I want to share my BAD experience ordering a bycicle with Purecycling (Canyon in Switzerland).


I've ordered a new bicycle on May 2016.


I've got confirmation email and shipment for July 11th (a little bit late but ok, since I have planned a bike trip on the 22nd).


in the middle of June I've asked Purecycling using the web chat if everything was ok and they told me that they had an issue with my credit card (3 weeks after the email with order confirmation). I had to wait 5 min online and they fixed this issue by themselves (mmm...very strange, but ok).


They also confirmed that the shipment date would not change because we had enough time.


On July the 12th I've contacted them again because I didn't receive any email and they told me that the bicycle was not still produced, and there was a delay.... what??? I had to ask them twice how it was to realize that THEY had a problem...very good customer care.


OK the customer care offered me some extra gadgets for free to include in the order and I reminded them that I have planned this bike trip 10 days later.


when I contacted again 10 days later they told me that the REAL FINAL SURE CONFIRMED date was August the 5th and they couldn't change it.
I will no comment it...


Finally... on August the 5th... guess what?


I wrote them again... and... new forecast was August 15th.


So I cancelled my order, I've lost almost 3 months, I had to rent a bicycle for my trip and that's it.


I bought my MBT in Switzerland where in the final prices there is service for 1 year and local support.


Purecycling is really UNRELIABLE, they cannot commit to any forecast date and worst of anything else is that customer needs to ask them what's going on... no communication at all. they really don't care.


very bad experience.


so if you plan to buy a bicycle but you don't care about the delivery date in this year or next year... maybe you will get it... MAYBE...


I hope it will be helpful for someone else
regards
Berni
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