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Anyone order from Merlin Cycles LTD in the UK ?

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Anyone order from Merlin Cycles LTD in the UK ?

Old 07-14-18, 09:26 AM
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Anyone order from Merlin Cycles LTD in the UK ?

Yeah, I know lots of folks here have, that was just rhetorical ! I ordered some stuff from them a solid week or so ago, but never received any order or shipping confirmation, but Paypal shows the completed transaction.
I realize shipping from the UK will take more time (though I used to order Nalini jerseys from an outfit in Ireland, and that stuff consistently got here faster than stuff ordered from Los Angeles!) Anyway, I sent their customer service an email several days ago, asking about this order, and never heard back, which seems odd for an operation that seems to have a good reputation.
Are they typically so unresponsive ? Is it normal to not get any order confirmation or tracking info? And, what's their typical delivery time to the US ?
thanks........

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Old 07-14-18, 11:22 AM
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I ordered a group from them this past winter, got a great price. I can't remember how long I waited to receive it, but it wasn't long enough that I worried about losing my money. I haven't dealt with customer service.
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Old 07-14-18, 12:20 PM
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Hey, thanks for the response (you can never tell what is going to get nothing but crickets, and what inane topic will take off and get pages of responses.)
Anyway, I wasn't really concerned that I was gonna get ripped off, or that they were a shady operation, I was mostly just wondering if it's abnormal for them not to provide any shipping info, and if their delivery time was like ordering from China on ebay !!
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Old 07-14-18, 12:49 PM
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I've ordered from them a few times, all positive experiences with items received in about 1-1.5 weeks.

I recall that their tracking info was not as user-friendly as some other outfits. IIRC, I had to access tracking directly through their website (not through an e-mail link), and even then, the updates were pretty far behind. On one occasion, a package arrived while tracking suggested that it had just left Florida (I'm in Wisconsin).

It might be worthwhile to give them a call, despite overseas charges.
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Old 07-14-18, 01:00 PM
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I think I've purchased a couple of items from Merlin without issues. I rarely contact the companies unless something very bad goes wrong which is rare.

There were notes of a merger between British companies a year ago causing delays (don't remember which ones), but hopefully those issues have been ironed out.

I'd say to try contacting them again.

Double check the PayPal policies, but I think you should have at least 30 days to file a dispute. So, watch the deadlines, and file a dispute when the time comes.

A week waiting isn't very long, but if you are particularly worried, then if the items are consumables that you will eventually use, then order duplicates from somewhere else.
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Old 07-14-18, 01:05 PM
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Originally Posted by CliffordK View Post

There were notes of a merger between British companies a year ago causing delays (don't remember which ones), but hopefully those issues have been ironed out.
I'm pretty sure that this was Wiggle and Chain Reaction
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Old 07-14-18, 01:20 PM
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I ordered from them 2 weeks ago and did receive a confirmation. The package arrived a couple of days ago.

The tracking info was indeed less than up to date
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Old 07-14-18, 01:22 PM
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Originally Posted by wipekitty View Post
I'm pretty sure that this was Wiggle and Chain Reaction
Thanks,
-
The proper search terms always help.

Chain Reaction Cycles WTF?
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Old 07-14-18, 01:22 PM
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Originally Posted by Brocephus View Post
Yeah, I know lots of folks here have, that was just rhetorical ! I ordered some stuff from them a solid week or so ago, but never received any order or shipping confirmation, but Paypal shows the completed transaction.
I realize shipping from the UK will take more time (though I used to order Nalini jerseys from an outfit in Ireland, and that stuff consistently got here faster than stuff ordered from Los Angeles!) Anyway, I sent their customer service an email several days ago, asking about this order, and never heard back, which seems odd for an operation that seems to have a good reputation.
Are they typically so unresponsive ? Is it normal to not get any order confirmation or tracking info? And, what's their typical delivery time to the US ?
thanks........
no shipping confirmation i would understand in case an item was on backorder (though, that also should get you a notification).

Most if not all online places i use send me an automated order summary immediately after placing the order on their site. That gives me an order number etc. That is before a human being went over the order. Did you not get something like that? Most places then send the merchandise out within 1-2 business days unless there is a delay. And once they send it, it should generate a shipping email to you (possibly with tracking information).

So you say you hit the "place order" button and didn't get anything, not even the automated email with an order number?

I never ordered from them, but they are an "old" and large company, they may have some temporary issue. Keep us posted.
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Old 07-14-18, 01:38 PM
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Originally Posted by HerrKaLeun View Post
no shipping confirmation i would understand in case an item was on backorder (though, that also should get you a notification).

Most if not all online places i use send me an automated order summary immediately after placing the order on their site. That gives me an order number etc. That is before a human being went over the order. Did you not get something like that? Most places then send the merchandise out within 1-2 business days unless there is a delay. And once they send it, it should generate a shipping email to you (possibly with tracking information).

So you say you hit the "place order" button and didn't get anything, not even the automated email with an order number?
.
Nope, i got nuthin' from them. I got the normal automated e-mail from Paypal, that itemizes everything, has Merlin's info, etc. and my Paypal account shows the completed charge. But zero communication or acknowledgement from Merlin Cycles. When i messaged them after a few days, I copied and pasted all the info from the Paypal e-mail, so whoever got that message from me, should easily be able to look up the order, and tell me something. I've even checked that e-mail in my 'sent' box, and everything looks like it went through accurately and legibly, so I'm baffled.
It's not a big order, just several over-sized Continental tubes that i need for these cross-sized tired I'm wanting to run on this new-to-me road bike I recently picked up.
And i'm not worried that it's taking a week or so to get them, i'm concerned there's been a glitch, and there's nothing being shipped to me, and they're not responding.
Anyway, thanks again for the responses.....
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Old 07-14-18, 01:39 PM
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Originally Posted by HerrKaLeun View Post
no shipping confirmation i would understand in case an item was on backorder (though, that also should get you a notification).

Most if not all online places i use send me an automated order summary immediately after placing the order on their site. That gives me an order number etc. That is before a human being went over the order. Did you not get something like that? Most places then send the merchandise out within 1-2 business days unless there is a delay. And once they send it, it should generate a shipping email to you (possibly with tracking information).

So you say you hit the "place order" button and didn't get anything, not even the automated email with an order number?

I never ordered from them, but they are an "old" and large company, they may have some temporary issue. Keep us posted.
Yep...

Looking at my E-Mail history from Merlin (2016).
Account registration: 10:01 AM
Order Confirmation: 10:14 AM
Dispatch (tracking # confirmed) 10:42 PM (same day), (2:42 PM in UK).

I don't remember when the order came, but don't remember anything out of the ordinary.

Time zone differences and holidays could affect the dispatch time, but shouldn't impact the order confirmation.

Does your PayPal receipt show an order number? That would certainly help with correspondence. If not, something may have gone haywire with the computer system, and it may be best just to cancel the order.

I did have a Ribble order that I accidentally duplicated due to confirmations being messed up (double payment too). I realized the issue early, but decided to ignore it since they were things like chains and cassettes which I would eventually need anyway. Both orders came in separate packaging.
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Old 07-14-18, 01:46 PM
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Originally Posted by Brocephus View Post
It's not a big order, just several over-sized Continental tubes that i need for these cross-sized tired I'm wanting to run on this new-to-me road bike I recently picked up.
I've gotten good prices from Wiggle on LifeLine branded tubes in the past. It is worth lookiing at, if they have the right sizes.
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Old 07-14-18, 02:09 PM
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I’ve ordered from them several times without issues. An order confirmation usually comes within hours, sometimes within minutes, and shipping notification about a day later. Shipping to Oklahoma usually takes about ten days. I don’t recall ever having to wait more than two weeks.
I’ve never had to contact their customer service.
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Old 07-14-18, 03:58 PM
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Well, it appears from the posted experiences above, that their normal M.O. is to provide order and shipping confirmation, and unfortunately, I haven't seen anything, but the transaction confirmation from Paypal.
It's even more odd that I got no response to the subsequent e-mail, so it's more than an isolated glitch. A little while ago i sent off another e-mail, similar to the first one, to hopefully put it on the top of the stack and get it looked at early Monday.
Fingers crossed......
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Old 07-14-18, 04:39 PM
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Did you create a login to their system that you can log in and look at your order status?

Could you have bungled up your E-Mail address, so they're sending the updates to the wrong place (or perhaps provided them with a second address)?
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Old 07-14-18, 07:42 PM
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I also just checked my e-mail history from my last Merlin order (May 2018), and did receive an order confirmation and dispatch confirmation with tracking, as well as an e-mail update once the package arrived to the US.

So, yes, this does seem to be an unusual situation.
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Old 07-14-18, 09:52 PM
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They are not getting your emails for whatever reason call them or use another method of contact like support on their website they are a reliable co
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Old 07-15-18, 07:24 AM
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UPDATE : I just sent a third message to Merlincycles, but this time from my regular Yahoo e-mail account, rather than the Hotmail account I messaged them from earlier (the one that's associated with my Paypal account.)
I got an automated response almost immediately, saying they received the message, but it was out of buisness hours, and it would be reviewed by their staff soon.
So apparently (as alluded to in the above post), Hotmail has a glitch concerning Merlin cycles, so I'm thinking the order is ok and in transit. I imagine I'll hear back from them tomorrow.
Thanks again to all for chiming in.......
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Old 07-15-18, 07:59 AM
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Have you checked your SPAM filters? Perhaps SPAM folder?

I'm pretty careful about where my E-Mail gets distributed, and turned off most of the Google SPAM filters.
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Old 07-15-18, 08:31 AM
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I placed an order from them the other day. Got 3 emails from them that day. One was an order confirmation, one was a payment confirmation, and then finally the dispatched email. I've never had to deal with their customer service as all my orders have been trouble free. Time to receive has been from 3 to 7 days. They have been consistently the best to deal with over there in my opinion.
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Old 07-15-18, 09:41 AM
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Originally Posted by Brocephus View Post
UPDATE : I just sent a third message to Merlincycles, but this time from my regular Yahoo e-mail account, rather than the Hotmail account I messaged them from earlier (the one that's associated with my Paypal account.)
I got an automated response almost immediately, saying they received the message, but it was out of buisness hours, and it would be reviewed by their staff soon.
So apparently (as alluded to in the above post), Hotmail has a glitch concerning Merlin cycles, so I'm thinking the order is ok and in transit. I imagine I'll hear back from them tomorrow.
Thanks again to all for chiming in.......
I wish you would have revealed you are still using hotmail or yahoo email... that would have clarified the situation right away. Maybe check your AOL account, you know the one you got the CD for some years back
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Old 07-15-18, 10:52 AM
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Originally Posted by CliffordK View Post
Have you checked your SPAM filters? Perhaps SPAM folder?

I'm pretty careful about where my E-Mail gets distributed, and turned off most of the Google SPAM filters.
I was thinking this sounded like a spam issue myself.

And what's all the hate for Hotmail and AOL???
You just have to ask yourself one question "Do I feel lucky?"
Well, do ya? Punk?

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Old 07-15-18, 11:53 AM
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Yeah, the first thing i thought was that it may be hiding in my spam folder, but that's been empty. I definitely haven't received any messages from Merlin, just the one from Paypal.
All I can figure is that their site just doesn't jibe with Hotmail, and everything's fine and it's actually shipping now, OR, something got lost in translation, and my order is floating in cyber limbo somewhere.
But they did respond (automated) to my message from my Yahoo account, so I should get some solid info pretty soon, hopefully tomorrow.
Also, I didn't create an account with them when i placed the order, I just checked out through Paypal (faster than filling out all my personal info, coming up with a new password, etc.) In retrospect, it might have been better had I created the account, so I could check on it.
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Old 07-16-18, 02:48 AM
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It definitely sounds like something's getting lost in translation. I emailed them this morning at 8:04 (about servicing some old Record Ergopower levers) and got a response at 8:54.

John
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Old 07-16-18, 06:25 AM
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I order a few times a year from Merlin. It's not my first choice in bike stuff, but they often have great deals on old stock bikes and other accessories.

I would call them and speak to them. I'm based in the UK so can call them for you to give them a heads up to respond to your emails if you're outside of the UK and concerned about international phone call charges. Just PM me if you need help with this.

Their phone number is +44 1772 432431
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