Truly awful customer service experience. I bought a brand new set of wheels (£350) which arrived severely buckled. Front: 2-3mm, Rear: 3-4mm (not acceptable standards of quality) When I spoke with the owner (Swinnerton) i was clear that my LBS fitted the wheels, the rear wheel was so severely buckled they had to make some tension corrections to enable it to spin freely. I mentioned that I would be sending them on to my local professional wheel builder to be trued. The owner (Swinnerton) then decided to call my wheel builder and was rude and condescending to them on the phone. Said they didn’t know what they were doing etc...obnoxious behaviour and completely wrong end of the stick. Speaking with the owner for what would be the final time, I confirmed the cost to true the wheels would be around £20, that the hassle of having them removed, postage etc of such a large parcel was hugely inconvenient and asked politely if we could come to some arrangement. His response was “send them back to us or you’ll have to front the bill and fix them yourself” and he put the phone down.
It amazes me how this store has failed to recognise the basics and importance of brand integrity, and customer loyalty. You’ve lost a customer for life over £20. Can’t imagine they’ll survive much longer with a business model like that.
3 years ago
Swinnerton Cycles has a
4.6
average rating
from
4,171
reviews
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