“Stitching on chamois and around came unravelled after two short (under 90 minute) rides ... got a full refund after exachanging a few emails but doesn't inspre confidence in the quality.”
I am sorry that you were upset by our customer service and found my reply to your email condescending and un-empathetic. You accused us of trying to con people in your email which is unfair. As I said to you already, we are absolutely not in the habit of trying to con people and are unable to offer the new customer 10% discount off items which are already discounted as this is not viable for us. This policy is stated throughout our website and on the sign up pages for the discount code.
“The clothing is excellent, as always, however customer service is now so poor they don't even respond. Paid for express delivery and it took a week to arrive. Contacted customer service who didn't take the time to respond.
I would now think twice before ordering. It's a real shame.”
Hi Tracy
We responded to your email advising us of the issue with your delivery 30 minutes after we received it.
We take the time to respond to all enquiries and our customer service is still as good as it has always been.
I suspect that on this occasion our email was trapped in your SPAM filter because you did not respond.
I am sorry about the delay with your order - DHL had some challenges at the beginning of the month and this impacted all of their deliveries.
I understand that you feel let down but I can assure you that our customer service is not 'now failing' and that our business and ethos is unchanged.
“I returned my cycle sleeveless jacket and requested a size 42, to date i have not received either an acknowledgement, refund or new jacket.
Irene shearer”
I am sorry that you were disappointed by our returns process.
Returns take up to 14 days to process as per our T&C's.
I know that this is slow in comparison to large companies like Amazon and Next etc. but we are a small company and have to work within the service levels of our warehouse.
I have checked your return and see that it was processed last week.
“Ordered a cycle jersey at the end of January 2023 for Perth, Australia. After over a month of waiting, my jersey is still saying it’s in Milton Keynes, UK. I have contacted FLATB on facebook, but replies have been slow and nothing has been resolved as of yet. Disappointed they didn’t use an international transport company such as DHL for the price of shipping I paid….”
We offer two shipping options and both are subsidised by us and charged at less than cost to our customers. Royal Mail is the most reliable and cost effective solution and this is the method used for standard shipping. Customer service queries are best addressed to our customer service department. It's easy to miss messages or comments on social media. We resolve all delayed or lost in transit orders and either track the packages through our delivery partners customer service or resend at our expense.
“I was very excited to find this brand as I love what you stand for however the jersey did not fit my torso at all - as the length was too long for me. To add insult, I had to pay an arm and a leg to ship it back (I'm in the States). The fabric is also a bit thicker than I would have liked or am used to wearing. My suggestion is that unless you live in the UK or Europe, the risk is too great to try out this brand unless they have a distributor in the US.”
Jersey length is included on our size chart. Customer service is always available to give additional advice about our collection which reduces the risks for international customers and ensures that they get the best chance of getting great fitting kit.
“£8 Express delivery (advertised same day dispatch and next day delivery) wasnt sent until the end of the week (ordered on a Monday morning) and arrived after 12 days. Once they came they didn’t even look like cycling socks, no reference to cycling at all on the packaging so struggled to regift it as it came too late. Poor service and overpriced.”
Hi
I am sorry that you were unhappy with delivery.
We don't offer next day delivery - we offer an Express service which is delivered by DHL or DPD and this is faster than our standard delivery which is Royal Mail, but it is not marketed as next day.
Due to Royal Mail strikes and the sheer volume of orders over the Black Friday and Christmas seasons all couriers were struggling to maintain their usual service levels.
Your order was placed on Monday the 12th December and according to DHL's tracking arrived with you on Tuesday 20th - this is much longer than we would normally expect but unfortunately the situation was very much out of our control.
December was a very difficult time for most e-commerce companies and whilst I understand that you were disappointed that your item didn't arrive on time, I can assure you that everyone in our warehouse and at DHL were working tirelessly to deliver orders as quickly as possible.
“The two items ordered were delivered promptly, but unfortunately one was not right for me, and the other was spot on but I needed the next size up. So I returned the items, filling in a request for a refund and a request for a new size garment. This was nearly 3 weeks ago. So I’m not impressed with the service and hope an earlier email and this review prompts a response.”
“Great to be able to buy cycling gear for 'real' bodies! Bright and visible design and a flattering shape and cut - perfect! Good quality and a sensible price. Am sure I will be buying more.”
Hi Angela,
Very sorry that you're not satisfied with your order. If you get in touch with us at fatlads@fatladattheback.com then I'm sure we can offer you some advice and sort this out for you.
“Sent wrong goods. Have had a string of emails dictating it’s very important I do this and I must do that…take photos of the goods, the bar code etc. How about believe the customer you have made a mistake. FLatB, it’s very important you send customers the goods they order and minimise the inconvenience to them when YOU make a mistake E.g. organise for the goods to be collected when the courier delivers the correct goods. Not impressed with the service at all. For such expensive goods this is not an experience I wish to repeat.”
Hello,
Mistakes can happen from time to time! We are very sorry that you received the wrong item - unfortunately your item didn't have the correct barcode and we just needed to verify this so that we could pass the message along to our warehouse so it wasn't sent out to someone else.
We have offered to pay for the return postage and replace the item - I'm afraid courier services aren't something we offer in cases like this so sorry about that. As mentioned earlier, if you let us know you're sending the item back, we'll get the correct one in the post straight away.
Hi Paul
When customers receive faulty or damaged items we ask them to contact us in the first place so we can resolve the issue - very often we don't require the item back and often we will issue a credit note for the item or we send out the item again. This speeds up the process for customers and makes solving issues much simpler and more straight forward.
“Really disappointed with the quality of goods delivered, they might well be cut to fit the larger lad but the overall value for money is pretty dire. The socks are cheap and nasty and just plain bog standard that I wouldnt give a pound for. The top doesn’t come close to similar priced items by Endura or Fox in fact I would say your better off with Aldi’s cycling gear and why are the sleeves so tight and I don’t have big arms so how am I supposed to get my elbow pads under there!
I was expecting a lot but ended up extremely disappointed and dissatisfied:-(”
Hi Nick, I'll look into this right now for you. You can always email fatlads@fatladattheback.com with any issues. In any case I'll get back to you asap!
