My spanking new Vitus E Sommet VRS 2020

[Jeffcw]

Ordered mine last monday, was told its been shipped last friday when i spoke to them but still shows processing. Told its a signed for but not tracked which is disappointing. Ordered 2 other things since from crc both tracked and arrived. Fingers crossed its here soon.

 

[R120]

I wouldn't worry too much, due to Covid 19 bike deliveries are taking longer than usual - they use conventional post/couriers for most components etc which are taking a bit longer, but for bikes they use specialist haulier IIRC and I can imagine there's quite a backlog.

I have been looking at bikes for my wife, and a couple of places have told me that it could take up around two weeks, not only due to delivery delays, but also there has been a massive surge in bike orders since lockdown, so a lot of assembling for them to do.

 

[STATO]

Ordered mine last monday, was told its been shipped last friday when i spoke to them but still shows processing. Told its a signed for but not tracked which is disappointing. Ordered 2 other things since from crc both tracked and arrived. Fingers crossed its here soon.

Check out the CRC issues thread. They post built bikes with a courier who has no customer tracking info, and very little info CRC can get. It will arrive, it might take 2 weeks and you will probably only know its arriving when they knock on your door. Its crap but its how its done.

 

[CH61S]

Ordered mine 9 days ago on the 22nd. Not heard a thing. I can deal with no tracking info but will I get an email when it's been shipped?

 

[Randy]

Ordered mine 9 days ago on the 22nd. Not heard a thing. I can deal with no tracking info but will I get an email when it's been shipped?

Mine was ordered on the 16th - same. I did have some dialogue with their customer services because another parcel went awry and she said I would receive an email advising me when the bike ships but not convinced given the discussions above.

 

[STATO]

Yeah just keep on at the Live customer services chat thing, ask them for an update from the shipping company and you will hopefully recieve an email with status, but it wont say much. It really is a terrible system, but its obviously cheap for them as they dont seem to care. Plus side, my bike came undamaged and the CRC mechanics had done a good job preping it and packing it for transport.

 

[Benbenben]

I ordered mine on the 7th, still waiting.

 

[InRustWeTrust]

i orderd mine and after 1 ½ week i had my bike here in sweden so no problem, just mail them and ask for status.

 

[CH61S]

I ordered mine on the 7th, still waiting.

That's a long time! Is it the same esommet vrs model you ordered? Have you had any updates at all?

 

[inwoods]

A response to my email sent yesterday...

Thanks for your email.

I can confirm that your parcel was shipped to you on the 24th April with Express Freight.

This is a sign for service and not a tracked service.

Northern Ireland deliveries usually take 1-2 working days after dispatch. Deliveries to UK mainland get passed to Tuffnells and usually take 2-6 working days after dispatch. Delivery to Isle of Man and other islands may take longer.

Please note all deliveries may be slightly delayed due to the current Covid-19 siuation.

 

[Jeffcw]

A response to my email sent yesterday...

Thanks for your email.

I can confirm that your parcel was shipped to you on the 24th April with Express Freight.

This is a sign for service and not a tracked service.

Northern Ireland deliveries usually take 1-2 working days after dispatch. Deliveries to UK mainland get passed to Tuffnells and usually take 2-6 working days after dispatch. Delivery to Isle of Man and other islands may take longer.

Please note all deliveries may be slightly delayed due to the current Covid-19 siuation.

Mine said exactly the same. May have been a few sent out on that date. Hopefully it will be here soon.

Edit* had some more info, had a package no of crc, express frieght tracking now says in warehouse, not recieved until tuesday night from crc.

 

[Jeffcw]

Well here she is.... I can honestly say the colour looks awesome in the flesh the pics on the Vitus site are much lighter than it really is!
View attachment 21011

Is the writing orange or more gold, hard to tell on different photos. I fancy the burgtec iron bro bits to match if its more orange?

 

[Benbenben]

I have emailed many times, first to be told it had been sent out on the 12th, then that it hadn't been sent out, then that it had been sent out on the 14th. In the end I rang express freight who said that they had the documents but hadn't received the bike. I told CRC this who have currently been 'investigating' for the last week- hopefully your all luckier than I've been. Fairly disappointing sometime but I will wait because I can't get an equivalent bike for even close to this price.

 

[Randy]

Well my bike just arrived - box all smashed up and damage to the steerer tube. At work so not checked in thoroughly yet. Annoying!

 

[CH61S]

Well my bike just arrived - box all smashed up and damage to the steerer tube. At work so not checked in thoroughly yet. Annoying!

Seen a few have arrived damaged this week. Post some pics when you get chance

 

[Blutac]

I received mine last week, only mark i found on it was at the top of the steerer tube so I used a sharpie to cover the scratch. The massive problem i had was with the dropper seat post, the cable was so mangled inside the frame that it didnt work. I pulled the cable through the frame so i could get the seatpost out and had to reassemble it. It took 20 minutes to get the bars on and set the shocks up and an hour to sort the seatpost out. All ok now tho, I've done around 50 miles on it so far without any problems. Fantastic bit of kit and I can ride stuff that I used to ride nearly 30 years ago when I got my first clockwork orange.

 

[Vfour800]

Well my bike just arrived - box all smashed up and damage to the steerer tube. At work so not checked in thoroughly yet. Annoying!

Sounds like my experience with them. Never to be repeated.

 

[Vfour800]

Well my bike just arrived - box all smashed up and damage to the steerer tube. At work so not checked in thoroughly yet. Annoying!

This how mine turned up. Will never buy from CRC/Wiggle again. A long story but I ended up keeping it and I replaced Kiox, bracket and a charger as that was missing as well. They offered refund but I couldn't find a replacement anywhere and paying for parts was still £400 cheaper than sending it back. She's all good know and loving it ?

 

[Randy]

This is how mine arrived. They must be haemorrhaging money sorting out broken bikes - surely its not that hard to do some fitted packaging!

Having used ChainReaction for loads of bike stuff over the year I've always been pretty impressed by their customer services, certainly much better than my LBS! This lets them down though and it doesn't seem like a new problem.

Packaging aside though... loving the bike. Cant wait to get to some proper trails on it, only doing gentle local XC stuff and its massive overkill.

 

[WildGuy]

This is how mine arrived. They must be haemorrhaging money sorting out broken bikes - surely its not that hard to do some fitted packaging!

Having used ChainReaction for loads of bike stuff over the year I've always been pretty impressed by their customer services, certainly much better than my LBS! This lets them down though and it doesn't seem like a new problem.

Packaging aside though... loving the bike. Cant wait to get to some proper trails on it, only doing gentle local XC stuff and its massive overkill.

That's really annoying, but is it no damage to the frame at least so they can just send you some new parts and voucher for compensation or something, rather than you having to return the whole package? Quite agree: why would they keep doing this rather than package it properly. I've got two on order. I did put in the space where it lets you add comments to the order that I'd heard lots of accounts of arriving damaged so please put in extra packaging because it's got to come a long way in my case - but whether they'll take any notice of that we'll have to see!

 

[Vfour800]

This is how mine arrived. They must be haemorrhaging money sorting out broken bikes - surely its not that hard to do some fitted packaging!

Having used ChainReaction for loads of bike stuff over the year I've always been pretty impressed by their customer services, certainly much better than my LBS! This lets them down though and it doesn't seem like a new problem.

Packaging aside though... loving the bike. Cant wait to get to some proper trails on it, only doing gentle local XC stuff and its massive overkill.

View attachment 30269 View attachment 30270

Looks like the exact same box as my cube turned up in. Totally insufficient packaging for the job. What was even more annoying was the fact that the Charger was missing also. I was going to buy the fast charger anyway so i ordered it and some other bits including pedals from Bike-discount.de
I will use them again but I don't think I would buy another bike mail order again, even though the initial saving was 38%
Lush bike by the way, Enjoy ??

 

[Vfour800]

That's really annoying, but is it no damage to the frame at least so they can just send you some new parts and voucher for compensation or something, rather than you having to return the whole package? Quite agree: why would they keep doing this rather than package it properly. I've got two on order. I did put in the space where it lets you add comments to the order that I'd heard lots of accounts of arriving damaged so please put in extra packaging because it's got to come a long way in my case - but whether they'll take any notice of that we'll have to see!

I bet they won't send him anything as per my experience and just offer a full refund. Very frustrating ? I tried everything even PayPal wouldn't help because they offered full refund. Citizen advice said I could claim for loss of bargain but I just paid for the new Kiox and bracket in the end and chalked it up to experience. The old Kiox works fine but you had to secure it in with a cable tie so at least I have a spare if ever needed.

 

[Kaelidoz]

Last year I ordered 2 big bottles of Muc-Off chain lube on CRC. 1x dry and 1x wet.

I got 2 x wet and they couldn't understand why I'd still want the dry one. For CRC, since the dry lube was "cheaper" (barely) that was a win for me. I gave up.

I also tried to contact them 3 times for a small dent in my new forks, I gave up.

I will never buy a full bike/frame on CRC or wiggles.

 

[CH61S]

Full of doom and gloom on this post. I'm sure millions of people have no issues whatsoever with delivery but it is concerning seeing the recent trend when I'm sat waiting for bike delivetlry myself.

Who's delivery company they use? They seem to enjoy chucking a few grand worth of bike around in transit whoever they are.

 

[Vfour800]

Full of doom and gloom on this post. I'm sure millions of people have no issues whatsoever with delivery but it is concerning seeing the recent trend when I'm sat waiting for bike delivetlry myself.

Who's delivery company they use? They seem to enjoy chucking a few grand worth of bike around in transit whoever they are.

Fear not mate I'm sure it will be fine. Unfortunately the post has turned a little negative but unless people share there experiences then nothing changes as the reviews are filtered to the point where they aren't even worth reading. Hope your new Ebike turns up soon and you can send us some pics pre and after Mud ??
Here's mine after a clean ?

 

[R120]

Theres a thread for listing out CRC issues, I have emailed them a link to it before - would be good for those who have posted expanses here to repost in this thread

CRC/Wiggle Customer Service issues Vitus specific - please post up problems you have had here - EMTB Forums

 

[CH61S]

Ok just an update. I just got off a chat with a staff member who has told me he works in the warehouse through the week and was very helpful in all fairness to him. He's giving me a call back tomorrow with an update regarding my order being delayed but also I've discussed the issue that seems to be a common theme of bikes arriving damaged in the last 2 weeks.

I'm told this may be due the specific boxes they use for e bikes that are more robust to deal with the extra weight being out of stock at the moment, and bikes may have been shipped in standard boxed?

Not sure if this is correct information or not but either way im expecting a call tomorrow morning to discuss my order and also to get an update on the damage others have been seeing and what is being done to stop the issue in future. I've also requested extra packaging be placed on my order just incase,so fingers crossed!

(Just to clarify my discussion was specifically about E-Sommets being delivered in the last 2 weeks)

 

[R120]

The bike my box came in was tough enough that you would have to go at it with a knife or similar to open it, it was fully industrially stapled shut. Not as good as the yt or canyon boxes, as it could be crushed, but pretty tough - not like the box in the pic above

 

[Benbenben]

Ok just an update. I just got off a chat with a staff member who has told me he works in the warehouse through the week and was very helpful in all fairness to him. He's giving me a call back tomorrow with an update regarding my order being delayed but also I've discussed the issue that seems to be a common theme of bikes arriving damaged in the last 2 weeks.

I'm told this may be due the specific boxes they use for e bikes that are more robust to deal with the extra weight being out of stock at the moment, and bikes may have been shipped in standard boxed?

Not sure if this is correct information or not but either way im expecting a call tomorrow morning to discuss my order and also to get an update on the damage others have been seeing and what is being done to stop the issue in future. I've also requested extra packaging be placed on my order just incase,so fingers crossed!

(Just to clarify my discussion was specifically about E-Sommets being delivered in the last 2 weeks)

That sounds promising, did you manage to get through to them on phone? If so do you have a number I could call them on as I cannot seem to get hold of one.
Hope yours is sorted soon.

 

[Jeffcw]

That sounds promising, did you manage to get through to them on phone? If so do you have a number I could call them on as I cannot seem to get hold of one.
Hope yours is sorted soon.

I used the live chat and eventually got an email back, ive since just emailed the customer service email and the girls replied. I asked for the express frieght reference number. That actually doesnt tell you much on the online tracking except in warehouse. If you ring them up with it though they are helpful. Mines apparently at my local tuffnells depot ( express fright hand over to them on mainland) as of last thursday. Hopefully here on 2mz parcel run.

Worth a try, hope you get it soon.