If we’re going to recommend a retailer, then we ought to be prepared to put our money where our mouth is, right?
So we ordered one of our top-rated crash helmets, the HJC IS 17, from Sports Bike Shop without them knowing, so we can check how well they perform.
We also wanted to test out their returns procedure to make sure they’re just as happy to sort out problems as take our hard earned cash. So we ordered a size too large in the first place (XL) knowing we’d need to return it for a size L.
Here’s what we found:
Helmet bought 22nd April – 1.05pm – Friday before a bank holiday Monday.
Easy ordering process online with tracking and free postage (hurray!). Ordered size too large to test returns process.
Initially, card was declined (my fault, hadn’t been used in a while so bank put a block on it). However did get an email through from SBS saying that the card has been declined.
Once credit card was unblocked, I emailed to say my card was now unblocked and they quickly confirmed the order had been taken and all was well.
Before the order was due to be delivered, I received an email which gave me a delivery time slot which I could easily change online – I chose to have it delivered a day later.
Helmet was ordered Friday pm, would’ve arrived Tuesday 26th April (again, Monday was a bank holiday) so it was actually delivered Wed 27th April.
Helmet looked brand new without any finger marks. The box was strong and well packaged so all was as it should be.
I’d chosen a size too big so I could test out their returns process when I swapped it for a smaller size. There were return instructions inside the box so I followed them (good to see SBS were very up front about it all).
I visited the returns page of the website – chose a couple of options and clicked the link to see where my closest courier drop off point is (or choose your own courier at your own cost) – UPS return costs £0 so that’s great. Submitted form and screen tells me they’ll email through an RMA number and further instructions shortly.
They sent through a pdf that i had to print out and stick to the box, using the box the helmet originally came in, and have to drop off at nearest – it turns out – DPD drop off point (a local shop 5 mins away).
On the SBS website, if you look at the order it now has two orders on it – the replacement helmet showing as pending, but with double the cost. This is probably for their own internal accounting and no extra amount was taken.
28th April, dropped off with DPD drop off point no problems.
2nd May – received an email saying it’d be delivered on Wed 4th – but i could rearrange if needed via links in their email. Rearranged to day after.
Their website said they’d email that day to tell me an hour slot when it’d be delivered. That worked fine. You can also click a ‘follow my parcel’ link in the email to track the parcel via a google map and actually see your final 15min delivery slot!
You can also ask to deliver to a neighbour, safe place or pick up from their pickup shop. Amazing.
Replacement helmet delivered bang on time Thurs 5th May – 12pm
Overall
Very impressed with the service – very quick and great comms via email. Also really great that exchanging the helmet didn’t incur any extra costs – either returning the helmet or having it redelivered. Well recommended. Click here to visit Sportsbikeshop yourself.
