Sprocket and Gear Reviews 14

Ordered a helmet 2 weeks ago. Expected delivery was 7 days. 2 weeks on and it hasn't even been shipped, let alone arrived.

Bought a full Shimano 7120 mechanical Groupset at a good price and the delivery was impressively quick, 5 star quick - big thumbs up for that.
Parts sent of the expected high standard for Shimano parts! Would have been very happy and giving a 5 star rating except....

The product description said:
"Includes Hoses front and Rear

* Bottom Bracket and Disc Rotors are not included but available separately"
So I bought the bottom bracket and rotors and thought I would then have a complete installation kit for a fully functioning groupset.

When I opened it, however, whilst there were 2 brake hose barbs (end inserts if you like) there were no brake hose olives (a small brass collar) without which THE BRAKES CANNOT BE INSTALLED AND FUNCTIONING !!!
I would expect a groupset that 'includes hoses front and rear' and which does NOT say (as for disc rotors) 'brake hose olives not included but available separately' to include everything necessary to get a FUNCTIONING groupset.

There were no gear cable outer casings either.
Nor were there gear cable end caps (ferrules) - tidy up cabling ends.
The product description did not explicitly exclude any of the above as 'not included but available separately' as it does for rotors and bottom bracket.
So, my 'complete installation kit' ended up as incomplete and not installable!

I queried all this with Sprocket & Gear on a Sunday and they got back to me the very first thing on the Monday morning following - impressive response time - again 5 star!

What they said was that:
- they do not include gear cable outers and the description does not say they do
- they do not include end caps (ferrules) and the description does not say they do
- they (and their distributor) do not include hose olives - even though the groupset cannot be installed without them - and gave me a link to their site where I could buy 2 - at £17.68!!
They do, however, in their product description say what is NOT included. So, the product description is misleading and partial in the sense that it does not have a FULL list of what is not included.

Now the end caps I can live without and I know that other sites do NOT include gear cable outers but DO explicitly say so.
BUT, the missing olives that mean you CANNOT install brakes is NOT acceptable.
I checked with other sites to ask if brake hose olives and barbs are included to be told (instantly) yes they are! One other site I checked it explicitly included 'hose finishing kit' (ie barbs and olives.

The cost of buying the hose olives from Sprocket and Gear is a £17 (I got them for £4.30 elsewhere), gear outer casing c£10, end caps c£2-3 - a total of £17-30ish
This effective price hike makes their advertised price a bit disingenuous and less competitive!!

To be constructive, for absolute clarity and to let their customers know EXACTLY what they need to get a FUNCTIONING installation, they should really change their product description to explicitly include the fact that brake hose olives and outer gear cabling and cable end caps are NOT included and can be purchased separately.

For future users intending to buy a groupset from these guys, you should be aware that what you get will/may not be fully functional unless you happen to have the missing bits just lying around....unless they change their product description to be accurate.

The 2 stars includes one extra star for speed of delivery and support query response!!!!

Excellent service, ready v quick and very reasonably priced. Fully recommended in every way

Hi. I bought in this shop seatpost suspension to bike saddle. During assembly on production line, somebody to strong screwed the steel cord and during firs used the steel wire was broken. To fix it I used my steel cord, bought before to fix the brake. During contact the shop asked me about the pictures. Of course I send all pictures, but have not sens to diassemblly and spend again one hour to assemby of them. I send the pictures with the broken cord and full explantation of this situation. I asked to refound at the £15. Normal cost of the shop's will half price or cdelivery this back and new to me.
The store saw no reason to reimburse me for my expenses and sent me away to normal return procedure if I don't need the product.
Before buy in this shop think twice. Products are ok but customer service is under standards. I suspect they didn't will accept potentially problems.
Thank you John from Sprocket and Gear

Good, item delivered in time.

My first time using sprocket and gear and I will definitely use them again. The chain ring I ordered was priced well and the product matched the description and I received a £5 off voucher. Thanks very much for an easy transaction!!!

Couldn’t find an Ultegra Crankset anywhere until I spotted one on the S&G site. Hadn’t used them before but with the shortages right now I thought I’d give them a go.

Was super pleased with the incredibly quick delivery and obviously very happy with the product.

Would definitely recommend/use again.

Purchased a cycle crankset. Cheaper than elsewhere and arrived 2 days after ordering. Exactly what I ordered. Would recommend.

Excellent service, and much cheaper price than anywhere else for the 661 elbow pads (with D30). Arrived less than two days after ordering. Absolutely no complaints.

Great experience and very different to the 1 star review on here. My initial order and payment went smoothly, the item arrived swiftly and as described. Unfortunately the size was just too small. A great test of a retailer is how they respond when something doesn't go well. John responded quickly and in a clear and friendly manner to my returns query. The item was sent back and refund happened quickly. Great service and I will definitely go back to them in future.

Terrible customer service, tried to buy a helmet and in the process of paying for it, the price jumped up by £10 with no explanation. I even have a screenshot of the original price before they changed it. The phone number is pointless as it is just automated voice telling you to email. So i emailed them with my issue and frustrations and simply got this reply. Not impressed at all, this is not how a normal company deals with customers.

1:29 PM (13 minutes ago)
to me

Hi,

Thanks for your message - I would definately source your helmet elsewhere.

Regards,

Excellent service. I contacted these guys asking if they could do me a deal on buying two identical items, Paul responded promptly with a discount code he'd made for me. Items arrived the following day after a mid-afternoon order. Highly recommended.

There was a problem with my order, these things happen...

I was impressed by the way the problem was dealt with. Swift, no quibbles and fast delivery.

I’ll be back.

Great friendly team who offer great customer support for orders and aftersales. Website is easy to navigate around with everything well laid out. All items I have ordered came via Royal Mail and were well packaged and tracked so you got delivery updates