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Marius S

1 reviews | Active since May 2019

11 Apr 2023, 08:02

Cycle Lab in a class of their own

Having to rewrite my complaint on cycle labs continuing ********** customer service is absolutely baffling. Lesson learned of giving a company the benefit of the doubt after *****ing up every one of my 5 previous order valued at more than R20 000.

Just to recap where we left off… one would think considering the current state of our country with loadshedding and national shutdowns that businesses who are at the forefront of the complaints and court cases being filed relating to our countries “current” situation would jump at the opportunity of rescuing their ever declining revenue and annual turnover that is being “******ed” on a daily basis by this “current” struggles of our country. Surprise surprise that is not the case. The simple truth is that even though these businesses advertise these “excellent” customer service models it simply does not exist.

It is not lost on me that my R20 000 is a drop in the ocean of this mighty company or should I say this fact was made abundantly clear to me. Yet this is not about the value of my order or any other person’s order but rather a matter of principle.

It has been made very very very clear that valued customer service does not exist for cycle lab. It has been a week since I thought it best to once again support Cycle Lab after the previous disaster with my orders. Once again I had to contact the store after their system refused my previously used credentials and failed to send me a order confirmation after completing payment. I was eventually informed by the online manager herself that my order has in fact been captured and processed with an confirmation email that to this day I have not received. I was later informed by another individual that even though my order that was to be believed already processed and shipped now has an error because of incorrect product codes. After requesting a refund for the “error” product and the shipping of remainder of the products the online manager herself in writing confirmed that my order was loaded to be refunded and my other products to be shipped. I then get harassed by a sales agent of cycle lab on Easter Sunday insisting that even though I was told by the online manager herself that everything was sorted he was only now dealing with my order. I don’t even know what one should say about this.

Even tough this complaint will again lead to nothing I hope at the very least it assist the public at large when they consider to support companies such as Cycle Lab.

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Replies (6)
Cycle Lab
Cycle Lab's reply11 Apr 2023, 08:34
Official
Marius, Hi! This is not really a balanced and fair report on your experience. There is absolutely no doubt we dropped the ball on more than one occasion with you, and for this we accept full reponsibility. Engela has been personally involved in communicating with you and trying to sort out these issues. For example, upgrading your bike at below our staff price to a better bike. Engela will reply in detail a little later today. We are the first to admit our mistakes and take responsibility for them. Being Easter weekend things have been a little more delayed than normal, I checked your refund is definatley loaded and you should have it in a day or two. We apologise for any inconvenience caused.
MS
Marius S's update11 Apr 2023, 08:57
Reviewer Update
You want to talk about being fair and balanced. Why was it necessary to do the upgrade? Was it not because of you repeated lack of customer service? So now you want to lecture me on a situation that you caused? And also now throw it back in my face as if I should go down on my knees and thank you for this selfless act? You are more than welcome to come and collect your bike and refund my money. Is it fair and balanced that I am fed with repeated lies? Lies that I have in writing? Is it fair that your sells agent harasses me on an Easter Sunday?? You want to lecture me on fair and balance yet you have not been able to successfully complete a single one of my orders without some sort of issue.

Fair and balance?!?! Playing the victim card!?!?

I am not interested in talking to anyone from Cycle Lab. You are dishonest and *************.

See to it that my money gets refunded and my last order delivered.
Cycle Lab
Cycle Lab's reply11 Apr 2023, 11:11
Official
Marius, As I mentioned above we dropped the ball, we accept responibility. It has nothing to do with being victim however it does demonstrate a company willing to admit its mistakes and try make up for their mistake by giving a customer a great deal. Your refund is definitely loaded and you should have it in a day or two.
MS
Marius S's update11 Apr 2023, 11:35
Reviewer Update
Noted.
Still waiting for my shopping details for a order placed a week ago.
Cycle Lab
Cycle Lab's reply11 Apr 2023, 12:18
Official
Hi Marius, as Andrew mentioned we have dropped the ball on more than one occasion with your orders and for that we have repeatedly apologised and tried to rectify the situation by the actions we took in all regards and will continue to do so.  I have also tried to communicate to you after I received a WhatsApp message from you on Easter Sunday at lunch time but it seems that my number was blocked on your side as no WhatsApp messages have been able to deliver to you. The refund was done as in my communication to you late last week and you have received the order confirmation both on WhatsApp and email which you acknowledged acceptance off  in writing.  I have asked our finance department to send you a copy of the proof of payment for the refund that was already done.  As we mentioned we really do apologise for the problems with your orders and will continue to assist in any way possible.  Engela
MS
Marius S's update11 Apr 2023, 12:43
Reviewer Update
Yes Engela you are absolutely right! You did receive a Whatsapp message from me on Easter Sunday at lunch after one of your sales people kept on harassing me. Now again you portray this as if you were the victim in receiving this message? Are you not the one that informed me of the status quo which was entirely contradicted to what your sales person informed me of? So it is okay for your people to harass me on Easter Sunday but god forbid when a message is sent to you? You have not sent me a conformation email or the shipping info of my order. What you sent me was a screenshot of something on your computer. As you pointed out the conformation is a automated email! I Have not received such nor the shipping details of my order!

I am done arguing with you. You will in no shape or form justify your poor service.

As I mentioned you are more than welcome to come and fetch your bike and refund my money since you are now seeking a medal for rectifying you poor customer service.

Refund my money and ship my order!

Thank you