Cycletreads - Do they answer emails?

[argada]

Don't get me wrong - they have been pleasant enough to deal with when I visit the shop in person.

But in my opinion; in this day and age, especially when they choose to have an online presence (http://www.cycletreads.co.nz) and actively encouraging people to "enquire" and stating "Whatever the question we are keen to hear from you", not responding to email is very unprofessional.

I understand they are busy, I can see that when I visit the store, their phone lines are usually busy too. I don't expect them to drop everything to answer my emails. But I would have thought email to be the perfect medium for communication - it doesn't bind staff members during peak hours, take a business day or two - that would have been perfectly fine.

I personally attempted to contact cycletreads via email four times over the last 4 months or so and have not received a single response. Twice following up on an order, another regarding product exchange due to incorrect sizing, I ended-up going in the store to sort things out. My latest email attempt was a sales inquiry, I was ready to spent around $600 on a new set of tyres - I simply wanted to confirm they had the sizes I need before I ride up there... and *crickets*.

A fellow biker at work had similar experiences, recently he asked for availability on some engine oil and not a peep. I guess I am just puzzled at their business practice - are they so swamped with in-store customers (contempt with current revenue) they are completely ignoring/neglecting online customer service? By chance anyone from the store reads this; if nothing else, I think you guys could potentially be missing out on a significant amount of business, consider this; 30 seconds answering an email would have meant a $600 purchase (from me in this instance), compared to a person in-store spending 30 minutes trying on every pair of boots and not buying anything.

[Gremlin]

Not defending them, but do you know your email actually got to them? Easy enough for it to be classed as spam or similar, and they never receive.

Never expect the email got through, unless you're emailing back and forth.

[argada]

I'm pretty confident they are getting these emails - I used their "Contact Us" form, surely their mail system can't be marking emails originating from their own website as spam? If so, their network admin needs a kick in the backside.

But more importantly, the one time I went in-store to do the exchange, the staff member actually said to me "Oh, you must be the guy that sent the email..."

[gammaguy]

As usual,it comes down to people

The employee would clearly rather hang out shooting the breeze with the customers in the shop than wading thru emails,especially when the walk in client might be a hot chick on a ninja

Of course the emails might be answered by an employee who never even leaves the dingy old office with the 15 inch CRT screen,in which case they are probably too busy updating their Facebook status or downloading prawn

I doubt that any of this behaviour is condoned or even known about by Cycletreads management,I know some of them personally,but as management and retail are often a harbour bridge and motorway trip away,the cats often away and the mice will play

[Ruahine]

Cycletreads - great to deal with in person, but absolutely hopeless at following up enquiries. I once asked them if they could get a helmet in for me, told them to give me ring with the price/availability, never heard back.

Rung them up twice over the next few weeks to check what the story was and each time they hadn't even bothered to look.

In the end I gave up, rung Motomail, they rung me back within 30min and I had the helmet two days later.

[Mo NZ]

This is my post from June.
I would have thought they would have sorted it by now.

"Cycletreads.
I have in the past ordered online and got what I ordered in reasonable time.

I placed an online order for some tyres some time ago and after a week or so I sent an e-mail. No response.
I rang them. He said he would check it out and ring me back soon. No phone call.
Some 6 hrs. later I rang them back. Got put through several people.
Finally they said they didn't have the front.
Its on their site as available online.
I have paid $$ online for these items.
Finally they said they will ring me tomorrow.

Why not say here is your rear and we have credited your card for the front.
Or even contact me and tell me what the problem is.

Q. Do I hold my breath or ask for my $$ back.
A phrase of arses and elbows springs to mind and shopping elsewhere. "

Finally after numerous phone calls and several more days of them saying they will ring me and not doing so -
I put it on them - Give me my money back or supply the tyres.
Only then did I get movement.

I got 1 that I ordered and another that they had in stock but not the one I ordered.
Interesting their website showed both were available.

I did not get any reply from e-mail, however they were quick to take my $ with the online shop.
Would I shop with them again...... Not my first choice..

[biggo]

I have left answer phone messages several times before and NEVER had a follow up call.

They are great when you talk to them but you have to persist until you get a real person on the phone not an answering machine.

Never had any issues though with anything I have personally bought from them

[Bald Eagle]

Ìts all about comunication. My bikes been i.n a workshop a month now and the only convoz about whats happening have been initiated by me. Still waiting on a part but seems their phonez only work 1 way.

[Maha]

No, I have sent two emails and even left a message on the answer phone in recent times...nothing!

On Tuesday of this week I went and saw them, was not even spoken to when I approached the counter (chap was watching his computer monitor) even just a ''be with ya in minute mate'' would be suffice. He eventually gave me his full attention and I got a quote for some new tyres, which was $190 cheaper than another shop!

On the email thing? he said something about ''oh yeah the bla bla is having a dokakie yadda waa''... the old baffle you with bullshit line.

Have to agree with the biggo post above.

[Berries]

No point complaining on here. If I was you I would send them an email.

[Mo NZ]

At one stage towards the end of my latest experience I asked if I could speak the manager, a Mr Scott I think from memory.
Sure was the answer and I was promptly cut off.
I wanted to give him a heads up on what is occurring with his business - and as I do have some expertise with Quality Customer Service sadly lacking here for months it would seem...and offer some help.

If anybody can contact him and let him know I am sure he would be grateful as it seems this business is heading down the toilet for all but the walk in customers, which is sad as they have great products and prices but being destroyed by poor staff with a cavalier attitude to customer service.

[hayd3n]

i have been looking at tyre prices, and they are a great deal cheaper,
im hesitent to buy them if they dont have the stock listed, as i take a 16 inch front tyre,
sadly i cant just walk in

[munster]

I recently enquired about tyres via e-mail, I had no issues whatsoever, it was followed by phone calls from them as well.

[The Reibz]

Post up bad feedback on their facebook page. Companies seem to care more about facebook than anything else these days. You should get prompt action after that

[nzspokes]

Motomail are great.

Motoone are great.

Other shops without Moto in there name are rubbish at getting back to you.

[Murray]

Of course the emails might be answered by an employee who never even leaves the dingy old office with the 15 inch CRT screen,in which case they are probably too busy updating their Facebook status or downloading prawn


Or maybe on KB????

[Gianz]

Their website is rubbish. Slow not usable not updated.
But I bought a couple of bridgestone bt23 paid online for it. They call me soon after saying they didn't have anymore but they.ll give me michelin pr2 for same price instead.

[Mo NZ]

Count yourself lucky they called you.
I got similar answer after many unanswered e-mails, and phone calls with them saying they will ring me back.....Never happened.. Took weeks to sort it. didnt get what I ordered as well.

[cbfb]

I'm pretty confident they are getting these emails - I used their "Contact Us" form, surely their mail system can't be marking emails originating from their own website as spam? If so, their network admin needs a kick in the backside.

But more importantly, the one time I went in-store to do the exchange, the staff member actually said to me "Oh, you must be the guy that sent the email..."

Yeah it could easily be any number of issues I won't bore you with preventing the email from getting through. Definite possibility.

Although obviously not in this case!

[russd7]

personally have had no problems with them, i buy all my tires through them and get them fitted locally, usually saving in excess of $100.00 a time, just a bit slower getting them to me sometimes.
always had a response to emails and normally the next day

[Laava]

I had the same experience with no response via e.mail so I rang them and got sorted ok. Second time they answered my e.mail so bit random.

[Maha]

Motomail are great.

Motoone are great.

Other shops without Moto in there name are rubbish at getting back to you.

Like FC Moto you mean?

Motomail can be fucking woeful as well... you may or may not remember the Jacket/Helmet/grab rail carry on I had with a couple of years ago...even after spending close to $1500 with them that very weekend on other bike gear.
I find it better to physically be in shop if I want to buy/question anything... the excuse I got from Motomail was ''it must have been one of our casuals that you dealt with'' :rolleyes:

Doesn't stop me from shopping there, if they have what I want. Same with Cycletreads.... common knowledge with both shops, that their 'customer communication' needs a tidy up.

[Brian d marge]

NZ companies answering Email hahahahahahahaha :nya:, or ,,,,customer service ...OMG ...:killingme

USELESS is the only word I can think of

There are exceptions , Robert Taylor , the bouncy bit specialist , is a good communicator for example

the others ,,,,:oi-grr:

I emailed ( for example) an inflatable canoe shop in America yesterday night , this morning a highly detailed letter and me ready to purchase .

I kinda expect that in this day and age , that’s what Iphones are for !

""oh but we are losing sooo much customer overseas ",,,, oh cry me a river !!!


Stephen

[Maha]

Just opened the email and wadda ya know, there is a tyre quote from Cycletreads...dearer than the one I got on Tuesday when I was in the shop...think I will stick with the cheaper quote :cool:
I have replied stating I will take the cheaper quote.

So their email does work? :rolleyes:

[gammaguy]

NZ companies answering Email hahahahahahahaha :nya:, or ,,,,customer service ...OMG ...:killingme

USELESS is the only word I can think of

There are exceptions , Robert Taylor , the bouncy bit specialist , is a good communicator for example

the others ,,,,:oi-grr:

I emailed ( for example) an inflatable canoe shop in America yesterday night , this morning a highly detailed letter and me ready to purchase .

I kinda expect that in this day and age , that’s what Iphones are for !

""oh but we are losing sooo much customer overseas ",,,, oh cry me a river !!!


Stephen

I deal with suppliers all over the world,but most are in Asia or the USA.I normally get a reply to an email and a detailed quote within a few hours maximum,and also they are normally available via Skype

As usual,NZ is light years behind

[Mo NZ]

Like FC Moto you mean?

Motomail can be fucking woeful as well... you may or may not remember the Jacket/Helmet/grab rail carry on I had with a couple of years ago...even after spending close to $1500 with them that very weekend on other bike gear.
I find it better to physically be in shop if I want to buy/question anything... the excuse I got from Motomail was ''it must have been one of our casuals that you dealt with'' :rolleyes:

Doesn't stop me from shopping there, if they have what I want. Same with Cycletreads.... common knowledge with both shops, that their 'customer communication' needs a tidy up.

Its a 6hr drive one way for me to shop there personally.

[jasonu]

NZ companies answering Email hahahahahahahaha :nya:, or ,,,,customer service ...OMG ...:killingme

USELESS is the only word I can think of

There are exceptions , Robert Taylor , the bouncy bit specialist , is a good communicator for example

the others ,,,,:oi-grr:

I emailed ( for example) an inflatable canoe shop in America yesterday night , this morning a highly detailed letter and me ready to purchase .

I kinda expect that in this day and age , that’s what Iphones are for !

""oh but we are losing sooo much customer overseas ",,,, oh cry me a river !!!


Stephen

Yep the Yanks REALLY know customer service. They have to 'cause there are always alternatives and they know it.

[SMOKEU]

They really need a complete redesign of their website. It's just not "nice" to look at.

[Road kill]

Just like bike shops,this is why you take the half hour it takes to learn how to change your own tyres and never have to put up with the bullshit again.

[arcane12]

To continue the spam thought - it's not getting marked as spam on your end? You might want to add them to your whitelist to ensure the email gets through...

[Gianz]

Yep the Yanks REALLY know customer service. They have to 'cause there are always alternatives and they know it.

I think you nailed it there. Bike shops here want to go on doing business the same old way and complain if somebody smarter than them steals their business.

The internet I'm pretty sure is here to stay.

[Hobbyhorse]

For tyres I go to Drury Tyres, which is an 80k return trip from Auckland city and a damn sight more for you Maha, but their service etc is second to none. Some while back I went into Cycletreads looking for a helmet which would work with the glasses I wear and after being shown some by a very bored woman in the shop I was told to go out and buy some contact lenses ... I have given up on Cycletreads.

[Laava]

I emailed ( for example) an inflatable canoe shop in America yesterday night , this morning a highly detailed letter and me ready to purchase .

Stephen

Riiight! A "canoe"! Size DD!

[AllanB]

Cycletreads in CHRISTCHURCH (OK Darfield) I have found very good at responding to e-mails. Must be a Dorkland thing aye?

[Brian d marge]

Riiight! A "canoe"! Size DD!

no Ive already got one of those , realdol.com na this is an inflatable canoe , that is tough enough for class three water ... ( the local swimming pool)
200 us and 140 to ship 5 to 8 days ...
The only difficulty is getting it past the wife .....

Stephen

[Berries]

The only difficulty is getting it past the wife .....
Is she big like?

[Erelyes]

For tyres I go to Drury Tyres, which is an 80k return trip from Auckland city and a damn sight more for you Maha, but their service etc is second to none.

From my one-off experience, Drury's service, pricing, etc were good, but product understanding leaves a little to be desired. Called Drift Teks 'Nismo wheels' (confusing them with LMGT-4's).

Maybe that's their excuse as to why they didn't fit CBL rings as well...

[nzspokes]

From my one-off experience, Drury's service, pricing, etc were good, but product understanding leaves a little to be desired. Called Drift Teks 'Nismo wheels' (confusing them with LMGT-4's).

Maybe that's their excuse as to why they didn't fit CBL rings as well...

Ive had nothing but great service there. Never a problem. Ive had 3 sets of tyres from Drury.

[actungbaby]

I recently enquired about tyres via e-mail, I had no issues whatsoever, it was followed by phone calls from them as well.

yes about year ago i sent email it might taken few days but they got back to me seemd okay

I ended up getting one locally but whould brought from them. just didnt have the money and brought a

cheaper brand

[Brian d marge]

Is she big like?

As mean as a cut snake when I buy "mans toys" .. I live in Japan hard pressed to find a tubsta over here !

Stephen

[argada]

Well, at least I am not the only person being ignored via Email, judging from the responses, the experience is inconsistent to say the least. Sounds like there could be different staff members checking email, some just mark things as read and walks away, luck of the draw.



To continue the spam thought - it's not getting marked as spam on your end? You might want to add them to your whitelist to ensure the email gets through...

Unlikely, I am relatively adept at these sort of things. Not to mention their "massive winter sale!" spam mail comes through just fine. But even if that was the case, if their email template is being marked as spam by common client/webmail systems with out of the box settings - it is in their best interest, i.e. burden is on them to review and resolve.



NZ companies answering Email hahahahahahahaha :nya:, or ,,,,customer service ...OMG ...:killingme

Stephen

Seems to be the norm, but it shouldn't be this way! Yes, if I needed/wanted something badly enough I would ride up there or spam their phone line until I get an answer, but that is rare.
It is usually close to midnight by the time I finish work and do all the daily chores, I finally get some "me" time to browse the internet and deal with bike related "stuff". When I have questions, I can't exactly pick-up the phone at these ungodly hours. Believe it or not, in other countries; emails can usually be counted on as reliable form of communication! Not so in NZ it would seem.
Local businesses making noises about their inability to compete with GST free imported good; please, realize money isn't the whole issue, look at your business and reflect on all the other areas that require improvement.

[Brian d marge]

reminds me , I need to buy an airfix model , its 11:22pm say 24 when I finish this post

lets see how quickly I can purchase

Stephen

[Brian d marge]

11:38 and

epic fail

Not available in your country

https://mail.google.com/mail/u/0/images/cleardot.gif
This is an automated response to your email.

We acknowledge receipt of your email and thank you for contacting our Customer Care Team. We will deal with your enquiry as soon as possible. Airfix and Corgi spares requests can take up to 28 days and we would only contact you again if we cannot supply the part or require further information.

Stephen

[Fiddy40]

I emailed inquiring about Avon tyres and waited a few days then fired off another, received a reply to that and since then no problems. Guess they need to know so they can be more on the ball as to say.. but sure can be frustrating, out of the 3 places I contacted for the tyres they where the best priced so will go with them.

[pjpnz]

Cycletreads were great when I bought panniers earlier this year. Very helpful when I stuffed up the order. I dealt with them over the phone.

I rate them highly.

[arcane12]

Unlikely, I am relatively adept at these sort of things. Not to mention their "massive winter sale!" spam mail comes through just fine. But even if that was the case, if their email template is being marked as spam by common client/webmail systems with out of the box settings - it is in their best interest, i.e. burden is on them to review and resolve.


Ok, good to hear, just thought I'd check. Plus it might be good for other people. Plus if people don't tell them they are getting blocked by spam checkers, they won't know to do anything about it. They might just assume the person who emailed them got it, was happy with info, and that was it. Perhaps they need a process, or to use read reciepts or something (which I hate, they feel intrusive).

I will have to also relate my point of contact with them. I bought a Gel seat online, no issues, and then ordered a Wind screen. The screen took a long time so I emailed them, and it was on back order at thier supplier, so I cancelled the order as I wanted to collapse that quatum state (uncertainty is another pet peeve!). But that was all done via email, no issues, all good. I would not hesitate to use them again, though I'd prefer if they gave better info on the website around availablility - the screens were 'Available Online'.

[Fiddy40]

I reckon by the response they err on the good side of things.........not receiving a reply for my inquiry when I expect it no way means I do not go back to them........BUT (yes there is always a but) as I am a person that knows what I want and become excited at the prospect of buying some new tyres (as in my case) then I want an answer and I want it NOW:doh: dam it! If no one on here has taken the opportunity to contact cycle treads and pass on the info then hard luck to you because I will be on the phone Monday and pass on my message.........hey do you think C/T are on this forum, tell you what if they are not, then I will be surprised..........anyway let us not knock ourselves out over this ho ho ........

[R650R]

Spam filters these days are pretty smart, I wouldn't take that as an excuse for email not getting through.
Never had problems with cycletreads, bought few things off them but never emailed questions though.
Only two kiwi firms I can think of and both non bike related that didn't answer email questions. Ended up doing business with one of them some months later as they had the cheapest price for an item I needed.
The wording of their emails confirmed they were lacking in the communication ability dept for sure.
There was a good discussion in the Trademe Sellers threads once about question asking/fixed price offers and it was widely agreed that 99% of people asking questions about the product don't buy it.
Btw they do have an 0800 number... 0800 TREADS (873 237)

[Woodman]

Always happy with their service, some tyres take longer to arrive, but only ever a few days longer.

Have emailed a few times and always had satisfactory quick responses.

Even had a call from them once trying to talk me out of a tyre, I didn't listen and it melted basically on my first ride.

Thumbs up from me.