Paisley Freight
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Bike Delivery aka Paisley Freight -shocking customer service and lack of sympathy
I don’t have high expectations. But when they claim to be specialists in bike delivery, you give them your trust and money. I sold a Brand New bike £3.5k bike and arranged delivery, i paid the extra for additional insurance for peace of mind. The front wheel was removed, wrapped and attached to the inside of the box, everything was very well packaged. The bike was picked up by APC “delivery partners”, I was not told they would be outsourcing to this company until after I had paid my money, the reviews and ratings for APC are worse than those of Bike Delivery. The bike arrived the next day at the desired location but not in the desired state shortly after 8am on Thursday. The bike box looked like it had been launched around, gashes up the outside of the box. The receiver made contact straight away (4 minutes after receiving delivery confirmation) with me and advised that the bike frame was damaged as a results of the front wheel piercing through its wrappings, become unsecured in the box and scratching up the frame. I went to ring the Bike Delivery, but a message that has now been present for well over a month advises that they were having Telephone issues. The only option for communication was a contact form or email. As I was sending photos of the damage on could only send. With 1 hour of the item arriving at its location an email with pics of the damage, original item listing/sale and amount it sold for was sent with the a narrative of the concerns I had and If they had any advice. On Monday after 1pm (100 hours after reporting the issue) a very generic email was sent advising a case had been opened and to send a generic list of things that had already been sent and a couple of additional items that hadn’t been like a quote if the damaged could be repaired etc. I was given 7 days to send all the information and no explanation of what would happen if the deadline wasn’t met or the reason for it being 7 days. With the quotes I could find online for reputable companies, this would involving having the bike dismantled then couriered which we were reluctant to do given the damaged already done to the bike. I asked the purchaser of the bike if he could ask around places near him for a quote. The purchaser said that he could get a quote but needed additional time. I sent an email with all the additional items (what I thought was outstanding cause no guidance or advice was given to say that the evidence that was previously submitted wasn’t to their satisfaction). I asked for some extra time to get a quote and the reasons for this and to let me know if this would be an issue. The quote was submitted 68 hours later. Nothing was heard until 8 days (193hours) later at 20:45 on a Wednesday advising that it might not be accepted due to us not meeting their deadline that they appear to have set themselves without explanation. They advised that the evidence sent then wasn’t sufficient and asked for more evidence to be submitted by close of play the following day. I asked for guidance on what was needed, didn’t get this, asked why they were taking so long to get in touch and was told this was due to Company been hit with Covid absence causing a back log. I asked what time close of play was and got no response. Assuming we had less then 24 hours, I got in touch with the purchaser to say we need some more pics of the internal wrappings. The purchaser advised that he could do this but would need extra time due to the bike beginning stored at the delivery address (place of work) and him being off work due to Covid himself. An email was then sent at 07:57 on Thursday to ask for more time as obviously they should be as sympathetic and as understanding with covid causing delays on their end that it was also causing delays at our end. A response was received that I wasn’t really expecting Friday 15:16 “ Further to our recent communication, we have still not received the required evidence to support your claim.Therefore, we regret to advise we cannot continue this any further and have closed this claim.” I replied straight away to advise that I requested extra time due to Covid like that had also experienced. I asked for the issue to be raised as a complaint and the case to be reopened. More photos were acquired that were more than satisfactory and sent to them by email on the weekend, they aren’t open on the weekend, but didn’t expect a speedy reply anyway. Why break the trend. A final reply from Bike delivery stated “whilst Whilst we sympathise with your situation, we have a dedicated claims page via our website. Therefore, we regret to confirm I cannot extend your deadline date.” Their claims page isn’t easily accessible, size 4 font and not really a claims page, it doesn’t give guidance just a generic list and no sympathy shown by the company. Avoid Bike Delivery/ Paisley Freight and also APC for causing the damage