"Indeed, the Customer Service of this company is worse than being bad. They make no effort at all to replace a defective item. Instead, they try to point out that they are not responsible for any damage, and imply that you damaged the item yourself.
I bought a pair of tires, and the side walls cracked in three different places after 4 time trial rides. The cracks are close to the rim, while the center of the tires is so new that the molding scar is still visible; no signs of slices, cracks or any other damage is visible over the entire surfaces of both tires. After sending them pictures, they responded by saying that the damage was due to glass and other road debris; but as I emphasized again, the center is unscathed, and I'd have to take corners with my knees scraping over the tarmac if I were to cut the sides walls of the tires so close to the rims.
Anyway, issues were not resolved, no compensation and spent more than $120 on tires that lasted for about 50 miles and got me 2 flats.
DON'T BUY FROM THIS COMPANY IF YOU EXPECT GOOD CUSTOMER SERVICE!"
"Firstly the item ordered arrive on time and was packaged sufficiently, and was a good price compared to other sites. If there were no issues my experience would have been entirely positive. The trouble starts when you want any kind of customer service, and they are not interested in servicing or listening to customers. They point blank refused to listen to my concerns and when I asked how I could escalate I was told that the customer service team were the final point of contact. Thank you and good by."
"Horrible Customer Service. They ignored my request to cancel my order and shipped item anyway. Then they refused to assist with return shipping. Do not buy from Pro Bike Kit!"
"Excellent products at excellent prices!"
"If you are in Australia be careful purchasing anything off these guys it is likely cheaper locally purchased. They represent themselves as Aussies with the brackets Australia and a .com.au web address. They are not. Anything purchased off them for over $1000 will therefore be subject to customs and tax import charges. I got a bill for $180 to pay to release a wheel from them. It's a CON to pretend they are local.
Also contact with them is a joke. All you get back off them are DO NOT REPLY automated emails. If you finally get a email written by a human it's just an apology for any inconvenience. In my opinion they should have paid the charges as this is a form of fraud."
"The company has aweful service didn't communicate for 2 weeks that they didn't have what I ordered in stock. Who even let's someone buy something that they can't fulfill? And then didn't inform when it will be in Stock nothing just expected me to wait for ever."
"I made purchases with them a few times without any problem untill I got one and then...good luck..the service is terrible, you are suppose to use a computer generated system to contact customer support but it does not accept anything. I dropped the case, nothing can be done with them. I cancelled everything with them. one of the worst customer support on the net."
"I have bought various items from ProBikeKit at different times and have not had any issues. The items arrived well packaged and the correct items were shipped. Items included pedals, tires, ultegra di2 groupset. They do take longer to deliver the items. UK to Vancouver, Canada took 2.5 weeks to 3 weeks (free shipping). I would recommend them but be prepared for the wait to receive items. Tracking seems to be hit and miss. It took a week before I could track the items. "
"Deal with PBK at your own risk!
Similar to the other reviews here, I had placed some orders with PBK with no issues. I decided to place a fairly substantial order with them and this is where the trouble started. In brief, It is almost 3 months since I placed the order and I still don't have it. Their 'customer service' in non-existent, they will fob you off from one rep to the next and ultimately (in my case) wash their hands of you and make the problem the customer's and not theirs. They asked me for documentation for customs clearance that I duly sent TWICE. Nothing happened. I was only able to get customs clearance yesterday by dealing directly with customs and PBK's 'delivery partner'. My advice is to not even consider shopping with them."
"Pro Bike Kit is one of the worst places to do business with online, their customer service is of the lowest quality, and certainly leaves a lot to be desired.
I'm seriously considering not buying from them anymore. I've spent a lot of money and wasted too much of my time due to their negligence, and I don't think they couldn't care less, judging from their attitude and responses. They are obviously indifferent to their clients needs, loyalty and time.
Recently I placed and order, they sent me the wrong items so I let them know immediately. First of all, it's really complicated to get a hold of them, then they won't take your word for the mistake they made; the asked me to send them photos of the wrong items they sent, which I did. Finally they responded saying they do not carry the items the had advertised and promised to deliver. Too bad!
Keep in mind this whole process has taken almost 3 weeks, and what is worst is the fact that it's been without any satisfactory resolution, at all.
So I'm stuck with what they sent. What a waste of energy and time!"
"I put an order a long time ago, and nothing happened. Later that day I made the same order for my dad who lives in another city, because they had a good deal on activity bands. As I didn't recieve the package I looked in my despatch mail as my order had a tracking number. But the number didn't work. In fact, the customer service told me that my package had no tracking number (no apologies, of course) and told me to wait another 21 days before they even cared to investigate it. Tried to discuss it but they are not service minded at all, just auto reply-like answers not answering my question. My fathers package didn't arrive either. Customer service is a joke. Tried to cancel but no answers.
Buy elsewhere and don't let the prices fool you. I probably lost 70£ that I will never see again to this fishy company."
"Why didn't I see these reviews before ordering, they sent the few items bar tape etc that came today March 27 2015. But not the $400 dollar Shimano 105 11 speed group set. Owh! I can't afford this BS. Buyer be aware. This really hurts my trust in people and in my-self.
Update March 30. Got this email today from ProBikeKit- I am sorry for the delay in getting this issue resolved, we have now located your groupset and we are sending this out today, this should be with you within the next 10 business days. It will be sent to the below address.
Today April 9th 2015 ProBikeKit Delivered my $400 dollar Shimano 105 11 speed group set. I believe ProBikeKit is Okay to order from because I live in Minneapolis Minnesota US and they made good on my order delivering exactly what I ordered from the UK. They get a Five Star rating from me now. Thanks you."
"I ordered Shimano Di2 groupset Jan 14 th delivery was meant to be by Feb 4th - it is now 23rd March and no delivery - Probikekit customer relations is horrible - numerous account messages and one phone call all refusing to give my money back or even offer to replace order - a horrible experience which I see many others have experienced - DO NOT DEAL WITH PROBIKEKIT"
"I have ordered tires from these guys in the past with success. Suddenly the last 2 times I've ordered shipping has been crappy to say the least. They have now had my money for 2 months and I have no tires. They claim the order was dispatched, but supplied no tracking info. The tertiary delivery date has come and gone. Now they fail to respond."
"Ordered some products that were allegedly dispatched 31/12/14. Hadn't arrived by end of Jan 15, they blamed customs, hasn't arrived by 24 Feb, apparently still customs. 8 weeks and nothing to show for it, PBK are very good at blaming everyone else.
I called Customs, they say no backlog or delay. I ordered similar product from another UK site and it arrived within 2 weeks (ie no customs problem)
I gave them the benefit of doubt on the first order but their delivery service is rubbish and no tracking provided.
Order number: 48106430
Just want my order or my money back. Either way, no more PBK experience for me, no matter how much you save..
Andrew
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