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Service Update–June 2020

Words by Ben Mercer

on 16/06/2020 18:35:00

Hi everyone, another update for you all, we’re still really busy! Big thanks to everyone who’s chosen to shop with us over the past few months.

For all new orders that are in stock at our warehouse/stores, we’re looking at the following delays if placed as of today: Bikes – 7-day dispatch delay for bikes to be built & checked. Clothing, Parts & Accessories – 3-day dispatch delay. We’re catching up to demand and should be reducing these times over the coming weeks, we’ll update these to show in the basket & checkout.

We’re managing to meet the vast majority of orders within the expected dispatch date given at checkout, but like everything at the moment, it can’t all go to plan. With this we ask a little patience, our suppliers are still having issues with getting orders sent over to us in time, the increase in demand across the cycle industry has left everyone struggling while working under social distancing guidelines. So if you’re ordering an item from a supplier (marked on the product page & in the checkout), please allow an extra few days in case there’s unforeseen delays.

We’ve re-organised how our customer service team operates as well, you can read more on this, along with some frequently asked questions on our Contact Us page here.

Here’s a quick run down:

Please be aware that all our email systems have a queue, we’ll get to your email as soon as we can and sort it out. We’re prioritising all contacts for current & past orders, we understand frustrations about if your order arrives late but please consider that sending multiple emails, harassing our staff, etc won’t get you ahead of the queue. We’re here to get everyone sorted. If you can’t wait any longer for your order, please send an email requesting a cancellation & we’ll get it processed ASAP. If you have bad feedback from your experience, you can share it via the review email we send, or email our complaints department & we’ll try resolve this best we can.

Due to the influx of enquiries our customer service phone lines are temporarily turned off to ensure that we can prioritise current orders, so please have some patience for us to get back to your email on urgent issues over working days.

Most of our stores are now open under a queuing system, limiting the number of people allowed into the store at once. When you’re planning your next visit please take into consideration the weather as you may need to wait outside. You can find up to date opening hours here.

Hope everyone is staying safe,
The Leisure Lakes Bikes Family. ❤