-
So, you bought your bibs online, and you walked into a retail rapha store for an exchange?
No, my girlfriend wanted to walk into the shop to exchange them after purchasing them online . She's purchased stuff directly through the shop before and spent a fair bit both online and through the shop. I can't see why you shouldn't be able to do this.
One team, one dream and all that.
Didn't even bother to ask her where she wanted them posted either, just posted them to an old work address.
deleted-
I'm with you on this 7VEN - would this be too much of a logistical nightmare for a business to offer? (that is a genuine question - if someone works in e-commerce and could enlighten me, I appreciate this could be difficult for a business to implement)
On a similar (dare I say, more frustrating) note, someone bought me a gift voucher off the Rapha website, and a physical voucher was subsequently delivered to me. I tried to purchase something in store with this, but was told it was only usable online.
For a brand that is supposedly so strong on seamless customer service, that is a bit pants.
-
You're arguing semantics here. Look at what I typed, "purchased online, tried to return in store", regardless of who purchased it, that is exactly what's happened in your situation.
Obviously, you, or your girlfriend, did not read the return policy online. It's very clear in their return policy, what's bought online is returned online, what's bought in store is returned in store. How is that hard to understand?
Just because a brand is regarded as "premium", the brand doesn't need to bend over backwards for you. Every brand has P&P, and you're trying to argue that they need to go beyond that to satisfy your every need.
IMO, they went above and beyond when they send you a second pair of bibs OUT OF POCKET, without receiving yours back first, and you acknowledged that was sufficient, but STILL you are saying that wasn't enough to satisfy you.
Here's an example for you... Gucci, if you purchased online you cannot walk into Gucci store and return an item in person. They're a premium brand a million times bigger than Rapha, and they don't allow it. It's commonplace.
Your expectations are too high.
For those who have experienced differently, maybe those folks attitude were different, maybe the situation was different than yours. There are other factors. No situation is the same.
I live in Vancouver BC Canada where there are no Rapha stores, but there is a Rapha dealer. I've purchased something online, had an issue, and my Rapha dealer (bike store) helped me resolve the issue, not because I bitched and moaned, but because we already had an established relationship. The bike store went above and beyond because Ive spent buttloads of cash there. Again, different situation.
timmbo
604cefiro
So, you bought your bibs online, and you walked into a retail rapha store for an exchange?
Obviously it would be understandable to only get return/exchange from where you bought it from (this case Online)... Plus, how can you complain after they sent you a 2nd pair before you even posted your flawed ones back? They went above and beyond imo, and you're still fussing about it :S