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  1. #1
    Senior Member kwrides's Avatar
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    Schwalbe shipping

    Hopefully a quick question...

    I ordered 2 tires directly from the Schwalbe website 2 days ago. I entered my email address and my phone number when I made the purchase.

    I never got any kind of email confirmation of my purchase or shipping notice.

    Does anyone know if Schwalbe just doesn't send email? Or do they normally send email and I need to contact them to see what is wrong?

  2. #2
    Rides again HiYoSilver's Avatar
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    I'd contact them, your order may not have registered.

    Hint whenever you order something online and you get to the final price page, save that page as your temporary receipt and proof of purchase.
    Hi 'o Silver away

  3. #3
    Senior Member duppie's Avatar
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    Quote Originally Posted by kwrides View Post
    Hopefully a quick question...

    I ordered 2 tires directly from the Schwalbe website 2 days ago. I entered my email address and my phone number when I made the purchase.

    I never got any kind of email confirmation of my purchase or shipping notice.

    Does anyone know if Schwalbe just doesn't send email? Or do they normally send email and I need to contact them to see what is wrong?
    You'll be fine. I ordered tires from them a little while ago. I got one email stating that I would get another when the order ships. Never got one. After 7-9 days tires appeared on my doorstep
    Duppie

  4. #4
    Senior Member kwrides's Avatar
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    Quote Originally Posted by HiYoSilver View Post
    I'd contact them, your order may not have registered.

    Hint whenever you order something online and you get to the final price page, save that page as your temporary receipt and proof of purchase.
    Do you actually have any history with Schwalbe, or are you just offering internet purchasing advice in general? I do have my order copied, and they did charge my credit card. I'm just wondering why I never got any contact from Schwalbe, which seems to be standard internet ordering and shipping behaviour. Rather than sit on hold for 15 minutes, I thought I would look for people with Schwalbe ordering history.
    Last edited by kwrides; 08-01-08 at 05:48 AM.

  5. #5
    Senior Member duppie's Avatar
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    Quote Originally Posted by kwrides View Post
    Do you actually have any history with Schwalbe, or are you just offering internet purchasing advice in general? I do have my order copied, and they did charge my credit card. I'm just wondering why I never got any contact from Schwalbe, which seems to be standard internet ordering and shipping behaviour. Rather than sit on hold for 15 minutes, I thought I would look for people with Schwalbe ordering history.
    If they charged your credit card, you'll be fine. Remember Schwalbe, just like Peter White (referencing your comment in another thread), are mom-and-pop operations. They do not have the systems in place like any major web retailer with auto email notification, etc.
    Actually, with Schwalbe you can order online, something not possible with Peter White, on the other hand Peter White is cheaper, but then again Schwalbe gives you a 10% discount on yourt next purchase. Choices, choices....
    I'd say don't worry, go out for a ride and by the end of next week they will show up.
    Duppie

  6. #6
    Senior Member kwrides's Avatar
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    Thanks duppie. I didn't realize Schwalbe was that small. I just assumed they were another Vittoria.

    Nice to hear about that 10% discount too!

  7. #7
    Senior Member duppie's Avatar
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    Quote Originally Posted by kwrides View Post
    I didn't realize Schwalbe was that small.
    I don't think Schwalbe is a small company perse, but their US distributor (Moser Enterprises) is.
    DUppie

  8. #8
    Rides again HiYoSilver's Avatar
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    Quote Originally Posted by kwrides View Post
    Do you actually have any history with Schwalbe, or are you just offering internet purchasing advice in general? I do have my order copied, and they did charge my credit card. I'm just wondering why I never got any contact from Schwalbe, which seems to be standard internet ordering and shipping behaviour. Rather than sit on hold for 15 minutes, I thought I would look for people with Schwalbe ordering history.
    What does it matter? But yes I have ordered from Schwalbe. Check my posts I have a lot of posts about Schwalbe. Biggest problem I have with them is their website. It's too hard to find out what tire models are available in particular size. They have added a erto search feature which helps, but since the tires last so long, I forget my erto and it takes some searching to convert 700xZZZ to erto numbers.

    My last purchase was of folding tires. I was real concerned about them. They are working great, I wouldn't go back to other tires. A pair fits into such a small box.

    I'ld only be concerned if you didn't get your tires in 10 working days. You were charged so everything should go fine. I haven't read one post with a problem with the company.
    Hi 'o Silver away

  9. #9
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    I've made 2 recent orders from them, the expensive one had a followup email from them and then another from their US shipping agent, and then a shipping/tracking notice from that agent; the less expensive order, radio silence so far (nor has my card been charged).

    (I've ordered from them in the past too, always great service, order always gets there eventually)

  10. #10
    Senior Member kwrides's Avatar
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    Quote Originally Posted by HiYoSilver View Post
    What does it matter?

  11. #11
    Senior Member kwrides's Avatar
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    Quote Originally Posted by HardyWeinberg View Post
    I've made 2 recent orders from them, the expensive one had a followup email from them and then another from their US shipping agent, and then a shipping/tracking notice from that agent; the less expensive order, radio silence so far (nor has my card been charged).

    (I've ordered from them in the past too, always great service, order always gets there eventually)
    Thanks for your advice. I guess I just have a higher expectation of what "great service" means.

  12. #12
    Rides again HiYoSilver's Avatar
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    Great service is no more. Good service is outsourced to India and China. The rest just get by.

    Again, not big on touchy feely, but I had problems with delivery within 2 weeks. The wait was worth it as I couldn't find as good tires anywhere.
    Hi 'o Silver away

  13. #13
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    Quote Originally Posted by HiYoSilver View Post
    Biggest problem I have with them is their website. It's too hard to find out what tire models are available in particular size. They have added a erto search feature which helps, but since the tires last so long,
    That was my concener too and it caused me to order from P. White. I don't mind having to call on the phone to speak with a real person to give my order. Best of all the Schwalbes were at my doorstep in 2 days.

  14. #14
    Senior Member kwrides's Avatar
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    Quote Originally Posted by HiYoSilver View Post
    Great service is no more. Good service is outsourced to India and China. The rest just get by.

    Again, not big on touchy feely, but I had problems with delivery within 2 weeks. The wait was worth it as I couldn't find as good tires anywhere.
    Yeah, I hear you. I had the same problem. I just couldn't find the tires I wanted locally. So, no point in my whining, I just want then to show up yesterday is all

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    GATC
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    Quote Originally Posted by kwrides View Post
    Thanks for your advice. I guess I just have a higher expectation of what "great service" means.
    I realize that sounds funny, what I wrote. Basically, when I had a large-ish order with them that they did not have ready to go they held my hand through the whole process. Another time I had another large-ish order w/ them, and I got it the next day (that was a week or 2 ago). Then finally I have this tiny order, radio silence. Maybe they prioritize, who knows. I'm pretty sure their customer service is just 2 people, Dave and Celeste, give'em a call and ask'em what's up.

  16. #16
    Senior Member kwrides's Avatar
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    Hi everyone, just a quick update. I never got any email confirmation, but I got my tires today. It took 7 days total from the day I ordered until the day they hit the doorstep. Just wanted to give an update in case my original post scared anyone away from ordering.

  17. #17
    Nobody mconlonx's Avatar
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    Quote Originally Posted by Bobonli View Post
    That was my concener too and it caused me to order from P. White. I don't mind having to call on the phone to speak with a real person to give my order. Best of all the Schwalbes were at my doorstep in 2 days.
    Ordered Schwalbes (27 x 1-1/4 Marathons) from P White last Thursday. Spoke to a nice lady on the phone who answered questions and in turn asked sensible questions. Last Friday, they showed up on the doorstep. 1 day service from P White to where I am--gotta love it!

    Harris was OOS on these and I didn't see a handy ordering function on the Schwalbe website.

  18. #18
    Senior Member Kojak's Avatar
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    I know this an old thread, but I'd like to just mention a few things about Schwalbe North America. Since I work there (here), I'm uniquely qualified to fill in some blanks and hopefully answer some of the questions that have been raised in this thread.

    First of all, as duppie pointed out, we are a relatively small organization; we have a small office and reasonably small warehouse operation. We run a fairly lean operation so as to keep down costs (and prices).

    With regard to our on-line sales, we sell relatively few tires on-line as our intent is to support your LBS. The main reasons we offer our tires direct to the end consumer are as follows:

    1. Not everyone lives in a major metropolitan area with a wide selection of shops. We strive to provide accessibility to our product line no matter where you live in North America.

    2. We cannot compel your LBS to carry every Schwalbe tire made. Your LBS can always order them in for you, we have no minimum orders, but some bike shops are reluctant to do so. We're not sure why, but that's the way it is.

    As for Customer Service, we always strive to provide a world class customer service experience. Sometimes, we fall short, and we try to learn from our mistakes. If anyone feels like we have been less than helpful, feel free to e-mail me at: support@schwalbetires.com . I'll do what I can to make sure that we improve our process.
    As for shipping, our warehouse is in Washington State (near Bellingham). We ship via FedEx Ground which has generally provided us with excellent service. Shipping times are a function of where we ship the tires relative to our warehouse. Orders shipped up and down the west coast generally take no longer than 2 days. Shipping times to the east coast can take up to a week (longer during periods of inclement weather). With a few exceptions, orders received by 3:00pm PST/PDT go out the same day.

    I hope this has been informative.

    Sincerely,

    gb
    Last edited by Kojak; 02-17-09 at 12:52 PM.
    Guy K. Browne

    Schwalbe North America
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    1-888-700-5860 | 250-598-0397 ext.105
    www.schwalbetires.com

  19. #19
    Senior Member
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    One comment - I have ordered from Schwalbe NA/Moser a number of times in the past, but have noticed that it hasn't been nearly as smooth since you left the Lower Mainland for Washington - mainly because of Fedex and border troubles.

    However, I have always been satisfied - and I've recieved confirmation emails/phone calls/tires promptly.

  20. #20
    totally louche Bekologist's Avatar
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    woah, didn't know Schwalbe were distributed from Bellingham! I'm going to talk to our shops' parts buyer to see about increasing our share of schwalbetires- a LOT of riders come in asking for them, and we hardly carry any of their selection....


    what core tires do y'all think a shop should carry?

    big apples, marathons, marathon plus, supreme, cross, and what else?

    speaking on mail order, I ordered some locks from Chris at Velo Orange in Maryland on a Friday, got an email confirmation soon after the order, and received the goods on monday afternoon paying for his standard shipping rate!

    holy wah, that's impressive.
    "Evidence, anecdote and methodology all support planning for roadway bike traffic."

  21. #21
    Senior Member wahoonc's Avatar
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    Quote Originally Posted by Bekologist View Post
    woah, didn't know Schwalbe were distributed from Bellingham! I'm going to talk to our shops' parts buyer to see about increasing our share of schwalbetires- a LOT of riders come in asking for them, and we hardly carry any of their selection....


    what core tires do y'all think a shop should carry?

    big apples, marathons, marathon plus, supreme, cross, and what else?

    speaking on mail order, I ordered some locks from Chris at Velo Orange in Maryland on a Friday, got an email confirmation soon after the order, and received the goods on monday afternoon paying for his standard shipping rate!

    holy wah, that's impressive
    .
    Velo Orange ROCKS! I am on the eastern seaboard about 6 hours from VO...and STILL haven't made to their store front

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  22. #22
    GATC
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    Quote Originally Posted by Bekologist View Post
    woah, didn't know Schwalbe were distributed from Bellingham!
    I guess I knew when their invoices came complete w/ sales tax...

  23. #23
    Senior Member Kojak's Avatar
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    Hi again, thanks for the nice words about Schwalbe, and yes, unfortunately wherever there are winners, there are those who sit on the other side of the ledger.

    The upside of being in Washington State (H.Weinberg) is that for little freight, you basically get overnight service. Yes, unfortunately Olympia takes their bite out of your wallet.

    Rajman, perhaps one day we will have another distrbution facility in Canada, but right now we're not large enough to support two distribution facilities.

    Spread the word, and we'll get there sooner.

    I'm sure it's obvious to most of our customers why we moved our distribution. With a population of 300 Million in the US vs. 30 Million in Canada, it just made sense to serve the largest market with the least amount of hassles and shipping costs. We also have a very good relationship with our Canadian Distributors, and in many ways they've picked up the slack by carrying a wider selection of our tire line.

    Anyway, we will continue to strive to keep all of our customers happy, and please let us know our failings. We will do our best to rectify them

    Thanks again.

    gb
    Last edited by Kojak; 02-18-09 at 05:55 PM.
    Guy K. Browne

    Schwalbe North America
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    1-888-700-5860 | 250-598-0397 ext.105
    www.schwalbetires.com

  24. #24
    Senior Member kwrides's Avatar
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    Hey Kojak, while you're answering questions, is there ever going to be a Marathon Supreme in less than 32c?

  25. #25
    Senior Member Kojak's Avatar
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    Hey KW thanks for the inquiry. There are no immediate plans for a Supreme in a smaller size, although that would cerainly rock for my commuter (I'd love to throw some 28c Supremes on my Redline).

    The tires that we have that would be most similar would be the Ultremo DD 700x25c (lighter) or the Durano Plus 700x25c (most puncture resistant).
    Guy K. Browne

    Schwalbe North America
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    1-888-700-5860 | 250-598-0397 ext.105
    www.schwalbetires.com

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