"I, too have been lured by "low price" and "free" shipping. My order weighs around 1Kg -- A set of light Time pedals. I was charged for "Tracked" shipping. I inquired about the "free" shipping policy Under 2Kg and was told I'd see a credit in a few weeks. My pedals never arrived. I finally checked my junk e-mail box to find an e-mail from "aircitypost" the e-mails were all sent robo-mail at 0500 for 10 straight days. I was told to pay customs, advancement and handling fees totaling $41.40 on a set of pedals worth $219.00 on top of the $24.00 "tracked" shipping for a package which qualifies for "free" shipping. The resulting cost to ship of $65.40 is an actual 30% shipping cost...NOT FREE. I told jjordan at aircitypost I was aware of their companys' business arrangement with PBK and that I'd warn as many others as possible.
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DO NOT SHOP PROBIKEKIT unless you're a rich gambler.
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"

"US Customers Beware!!!!!!!!!!! I have purchased several items over the past few years and have always been happy with prices and shipping, but this past week something has changed. First I was required to pay $24 for tracking on a free shipping item, then a few days after I placed the order I received an email from Aircitypost.com, indicating that I needed to send payment to them for $22 to release my order from customs. So now I have to pay $46 for free shipping. This customs charge policy needs to be disclosed clearly on PBK website. Apparently PBK has contracted with this company to handle customs process for their shipments, so they are aware of the policy and charges. The customs charges are only 81 cents the remaining $21 is Aircitypost.coms fee for paying the 81 cents for me. I will never buy anything from PBK again and will not recommend them to anyone I know. I have sent several emails to them requesting clarification about this policy, but have no response. "

"Though ProBikeKit might look all shiny and attractive on the outside, I’m sad to say they’re rotten to the core, and have certainly left an awful taste in my mouth.

Seduced by their advertised specials, I thought I’d give them a go, and put together a big order. While my orders from Wiggle usually arrive within a week, I had to wait more than a month before PBK would even correspond with me about my missing order. When they did, they were in no rush to reply to my messages, and responded in a way that made it clear that they hadn’t even read what I’d written - they just kept sending the same stock replies. We went around in circles for weeks, getting nowhere. It quickly became abundantly clear that, now that they had my money, they had absolutely zero interest in whether or not I received my goods, and no interest whatsoever in providing a replacement or a refund.

All this is made worse by the fact that they have NO customer support phone number or even email address - all correspondence has to go through their (extremely buggy and frustratingly dysfunctional) messaging system! A clear sign of a company that has no interest in hearing from its customers.

After two months of frustration, I was left with only one option - disputing the transaction with my credit card company. As part of the process, PBK had an opportunity to respond to my complaint, but even at this point I had zero communication from them - not so much as an apology email. Luckily they didn’t object to my refund, so at least I got my money back, though wasted many hours chasing them up over a period of several months.

In comparison, I’ve had very good experiences over the years purchasing from Wiggle, and living in Australia we now have some good local offerings in CyclingExpress.com and Cell Bikes, both of which have been great when I’ve ordered from them. My advice is to save yourself the frustration I had to deal with from PBK, and spend your money with a company that actually appreciates your business, and that takes care of its customers when things go awry. Steer clear of ProBikeKit at all costs!
"

"I ordered 2 "Continental Grand Prix 4000S II Clincher Road Tyres", but received only 1. The declaration on the outside of the box also shows the pricing for 1 tire. However, my order and charges clearly show I paid for 2.

I'm not sure it is worth my time fighting them over this, but I won't shop here again."

"ProBikeKit.com advertises using Google Adwords PLAs as ProBikeKit USA. They are in the UK. I ordered 2 Scicon AeroTech Evolution Cases from them weeks ago. They never came. And ProBikeKit couldn't care less. When I wrote looking for my order here is the response I received...

ProBikeKit.com '* Most items arrive within the estimated delivery time. If you have not received your item in this time, don't worry as delays do occasionally occur. We ask you to wait 14 calendar days for UK, 21 calendar days for Europe and 30 calendar days for rest of world before you contact us to let us know you have not received your item.'

They would like you to wait 30 calendar days beyond your delivery date before you report a missing item. I called the UK 4 times. These people just don't care. This is the worst company I have come across in a long while.

Richard Culleton"

"I highly discourage anyone from making any purchases with this company as in my experience all I have been meet with is hopeless support who offer nothing but the same repetitive generic responses. I ordered a set of bike lights marked as "In Stock" and was recommended that the item would arrive before the end of the month - with a 30 day maximum, which was fine.
Having waited the 30 days without so much as a word regarding the whereabouts of my order I wrote to support and was told to fill in a 'Non-Receipt of Goods' disclaimer form.

I did so and was then met with a reply that a new package had been dispatched on the same untracked 30 day shipping option. I found this utterly bewildering seeing as the first shipment had never arrived (having worked in retail I thought it was paramount to KEEP your customers happy.. the very least they could have done was to dispatch the goods on a new tracked express delivery). Their excuse to my questioning of this was that "since I had not originally paid for express delivery, they were unable to offer it on the second".

When I asked to option out of delivery altogether (several times) and simply receive a refund the matter was either avoided entirely or replied to with "ship the goods back ONCE you receive them (if ever) and we'll refund you the original cost" - followed by the ironic tag line "If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help." (because they had done SO much to begin with).

I waited till the date that was marked on the invoice (and quoted by the tech support representative) but of course nothing arrived. I lodged a follow up ticket and was met with the SAME response that I had received in my initial inquiry in the first place.. that's right folks.. just fill in the attached form and we'll take care of everything for you. (Yeah.. RIGHT!) .

It is now bordering on 63 days since I placed my initial order and am yet to receive anything at all. An absolutely shocking handling of the situation by tech support in my opinion, I'm still hoping the situation is eventually resolved but aren't holding my breath.

I clearly stand by what I originally said.. STAY AWAY from probikekit, dont let the cheaper than usual deals and prices tempt you as it will leave you nothing but frustrated and at a loss."

"I've ordered with PBK since 2010 and have never had an issue until this June. Was asked to pay an additional $90 for customs and have tried to get in touch with company about the issue and they have yet to respond."

"Okay Company is legit. I finally received my order. Tracked US delivery was 23.99 and no tracking activity was available. I thought order was lost. It arrived on 18th business day, so clearly 2-5 days must be a best case scenario. Customer service, also, did respond to my impatience by giving credits and redispatching a second shipment minus shoes that were out of stock. All in all, I am satisfied, now, and would order from them again if price is right. Except shipping to take 3 to 4 weeks, though. Royal Mail was turned over to US mail. "

"AVOID. The prices may be good, but you may never get your entire order. Think carefully about whether it’s worth saving a few dollars by ordering from this site in the UK, or whether you’re better off buying from a reputable domestic retailer. PBK’s customer service is non-existent. See for yourself. Look at their customer service page. Contacting them is a one way black hole. You cannot easily get in touch with them via email and if you do, you will not be allowed to rely to the customer service agent. All email messages coming from PBK are from @DO_NOT_REPLY. Here’s what could likely happen…They will ship a portion of your order without any explanation of why some of it is missing. You will be responsible for contacting them to inquire about what is happening. Days later they will respond telling you that, “Yup its backordered”. In the meantime while you wait for the rest to ship, they will have charged you for the full order amount. Later when nothing happens you will contact them to again to inquire about the status. They will tell you the same thing, “back ordered” – only days later. Eventually you will attempt to cancel your order and get a refund for the balance that never shipped. It will take days as you wait for each response to your one way emails. It will consume your valuable time and become a frustrating experience. Probably not worth saving a few bucks, IMO."

"Ordered Ortlieb Back and Front Roller Classics in white, as well as Tubus Ergo frony racks. The price was the best I could find on the web after shipping ($0) and the possible import custom fees. I paid 346.42 CAD before custom fees.

The purchase was made on Apr. 11th, and the items arrived at Korea on the 25th: 10 business days. This was longer than the quoted 4 to 8 days.

This is the complete log from trackmytrakpak.

25/04/2014 10:31 DELIVERED: DELIVERED
25/04/2014 08:23 ARRIVED AT DELIVERY DEPOT - KR 201
24/04/2014 14:52 IN TRANSIT - KR 202
24/04/2014 13:41 ITEM HANDED OVER TO CUSTOMS AUTHORITY - KR 466
24/04/2014 13:40 INTERNATIONAL HUB - KR 246
16/04/2014 20:13 ROUTED TO FINAL DESTINATION - BE 299
16/04/2014 18:37 IN TRANSIT - BE 202
16/04/2014 18:37 INTERNATIONAL HUB - BE 246
15/04/2014 17:51 ITEM MANIFESTED FOR COLLECTION - 310
15/04/2014 16:12 TRAK PAK PROCESS CENTRE 198

Took them 2 business days to ship out the package, which is acceptable, but I would have preferred a single day. Trak Pak service is pretty lame, taking a whole week to get to Korea. This isn't PBK's fault, though, and for free shipping, I guess it's alright.

The shipping box was quite damaged, but there was an adequate protection of air-filled plastic cushions.

The products themselves were just what I had expected.

I would buy from PBK again, but only when I have a plenty of time."

"Ordered a groupset and some bar tape. Groupset was black but the website stated it was a silver groupset. I ordered a band on front derailleur but received a braze on (had to purchase an adapter elsewhere). After paying for my order it stated the the tape was out of stock and they are yet to send it. They only notify you after you purchase the item.

Overall they have some good prices but service is extremely poor and there is a decent chance you will not recieve exactly what you ordered.

I will not order with probikekit again."

"I bought an Effetto Giustaforza II Professional Ratchet Torque Wrench from ProBikeKit for $172.80. That price included shipping to the USA. This wrench is $250 most places, and I couldn't find it for less than $200 anywhere else online. I read the reviews here first and had concerns with the low ratings. But it seemed many were just upset about the shipping time, and since time wasn't critical in my case, I decided to give them a try. I figured I could get a refund from PayPal if my item never arrived. I placed my order on 11-23-13, and it arrived on 12-5-13. I consider that excellent for an item that had to ship from the UK to Washington state. They do have a nominal charge for using PayPal (I think it was around $1.50). I've never bought anything from them before, but I would buy from them again. "

"THIS COMPANY IS A JOKE, ORDERED SOME GEAR BACK IN SEPTEMBER IT NEVER TURNED UP AFTER FILLING OUT THIER FORM SAYING THAT I WOULD CO-OPERATE WITH THE POLICE ETC ETC MADE TO FEEL LIKE A CRIMINAL, THEY SHIPPED AGAIN ON THE 8TH OCTOBER AND ONCE AGAIN NEVER TURNED UP JUST THE USAULK BOOK OF EXCUSES AND SORRY FOR THE INCONVENIENCE CAUSED ETC ETC MORE EXCUSES THEN SPONGBOB SQUARE PANTS.
THEN LAST NIGHT BEING TOLD BY "JOHHNY" THAT THEY HAD TO WAIT FOR THE PARCEL TO BE RETURNED TO THEM BEFORE I WOULD GET MY REFUND BACK ON MY CREDIT CARD. OH BY THE WAY THEY SEND YOU A EMAIL TO WRITE A REVIEW ON THEW STUFF YOU PURCHASED TOO BAD YOU NEVER GOT IT. I WILL BE GOING TO MY BANK TO REPRT THIS LOT AND WILL NEVER IN MY LIFE USE THEM AGAIN. THEN TODAY HAD TO FILL OUT ANOTHER ONE OF THIER FORMS I WILL CO-OPERATE WITH THE POLICE TO SHUT THIS MOB OF FRAUDSTERS DOWN IF I COULD GIVE THEM NO STARS THATS WHAT I WOULD DO THEY DONT DESERVE ONE STAR"

"They're certainly cheap. I don't appreciate that shipment tracking adds $20+ to the order. I didn't pay for the extra tracking and the panniers arrived in 14 days to Minnesota. Will probably use them again for high-price items that ship well."

"I had a gift card that did not have an expiration date. The card was from Dec 2011, and I tried to use it last month. They would not honor it, stating:
The company was taken over earlier this year when we struck a deal with the previous owners. When handing the company over to us they made it clear that all gift vouchers and discount codes are only valid for 12 months. I am sorry to advise that we are not able to honour this offer.
-Christopher Stott
Customer Relations Executive

Great way to bring on new customers. I was looking over their site when I originally was trying to use the card, and was ready to buy more than the gift card. Well, they just lost a new customer."