"Pretty Appalling really:
I ordered a Topeak Alien XS multi-tool from their website. The initial delivery was somewhat slow but at least the item arrived. However, the item was inadequately packed and the internal packaging damaged on arrival. This was not a problem in itself but they had also sent the wrong item. I fired off an returns request and also a request for the correct item but one week later had still not received a response. I tried phoning them but all their phone lines would constantly ring out. I fired off another return request and after about another week of waiting and calling eventually received a generic response with no mention of my question about the correct item. In the interim I had read reviews about people returning items only to never receive a refund or their goods back so decided not to chance a return at that stage especially considering their service or lack of it up to that point. My advice is steer well clear. There are plenty of online bike stores out there with top-notch customer service - don't chance PBK!"

"terrible. i ordered tires on march 6, never received them, and was told to wait until their required waiting period was over, "before they could file a claim". 7 weeks later, april 24, still no tires, no refund, not even a reply from their "customer support" email."

"Poor to say the least. My order was the wrong size. I attempted to contact the phone number on the invoice: with no luck. As I was off on leave I immediately returned the item by recorded delivery to the address on the box. The returns protocol compared to, say, Chain Reaction is poor: for instance paying return cost and logging on to receive a returns order number, is cumbersome. That was almost three weeks ago. I have learned since they have moved their operation from Kendal to Cheshire. I phoned this number and received the automated response message informing me I'd be passed onto one of their operators. At the end of the message on each of the three occasions I phoned the phone went dead. I shall attempt again to contact them, but, I suspect I'll have to take out a small claim against them. There are numerous companies who provide an excellent customer service, ProBikeKit, are, I suspect, never going be one of them."

"I have ordered many goods from PBK in the past but I guess you never really know a company until you deal with after sales service!!The goods never arrived and I started enquiring after 3 weeks. It seems that they first ask you to check neighbors house (really!) and post office (and by the way we cannot help you as you selected Standard delivery options) and let them know if not arrived in 28 days. This message is sent out irrespective of what reply you send and continues after 28 days!! At no point is there any resolution. Will never buy anything from PBK again. It is fraud."

"I was already aware of PBK poor reputation, as I had personal experience in their substandard ability to for fill even the smallest of order of mine 3 years ago. After that I boycotted there shop all together. Last month though a special offer came through at the right time, 15% off everything, at a stage that I was in the process of building a new bike. It worked out that Buying from PBK would save $100 over the same product on another website (Wiggle). Reluctantly I bit the bullet and ordered the Wheelset.
To (most likely) no fault of PBK the wheels came damaged from factory. I returned them the day after I got them (3 weeks ago) I know AusPost is slow, but I'm positive that they would be there by now.
They've agreed to pay for my shipping to return the item and then their shipping back.
NOTE: be sure you contact PBK by phone and then make sure you get it in writing that they will pay the postage.

To this date I still haven't heard whats going on, A little one sentence follow up would be nice even....
As I have an event in 4 weeks I'm not likely to get them on time. I'll check back and report.

I probably never buy anything large from them again. Though if the price was good Tubes, tires ect (cheaper items) I would risk, from now on I'm sticking with the old faithful. Wiggle."

"I had a bad experience buying here. I get that it's overseas (England), and delivery to the US is sent via air mail. No problem with that. But after 18 days, I asked them the status via their inquiry form (since no 800#, etc.), and got back the next day that it may take up to a month since I chose standard delivery. In effect, they were blaming it on me. In my business, I get a lot of international packages, and they usually arrive within a week. Anyway, when I emailed them again asking them 'What if I don't receive it within a month,' I never heard back from them. I did get my money back from the credit card company, but obviously not a great experience."

"I order a lot from PBK. I'm in Canada and usually get my stuff within two weeks max. I paid customs fees on maybe 15% of my order (big items have a higher risk) but tires, tube, tools, clothing etc. usually go without Customs.

I never received a package that wasn't exactly what I ordered. I even get extras once in a while like samples.

They use regular mail to provide free shipping, so I know the risk... when I ordered valuable item like wheels or a Fizik saddle i paid the extra 20$ on shipping to get a tracking #. The price is still good compared to American retailers. You have to manage the risk like everywhere else when you buy online."

"Horrible company.. ordering seems easy enough but what is not explained folks is that warranties are not honored in the US if purchases in the UK on most products. All of the items I ordered at "a great price" with free shipping were incorrect. I paid the huge fee to return everything under their very STRICT return policy and it has been over a month...NO refund NO return email nothing. They are a fraud in my mind. DONT DO BUSINESS WITH THEM.. BUY local!!!!!!!!"

"I put an order in on ProBikeKit. They only sent some of the things that I ordered and had even marked with an 'X' the items that weren't included (so it was not mistake).
They did not respond to any of my email requests for assistance and even didn't respond to my dispute through PayPal. Luckily I ordered through PayPal and they were able to refund my money without having to get in contact with PBK.
I would not advise anyone to shop with PBK. There are many other online shops offering the same gear for a better price and most importance have a customer support team that cares."

"
I placed a order on the 9th August on Cycling Shoes. After 1 month without receiving my order I e-mail probikekit twice without any answer.
To day I call them and get the answer the there was a pricing issue with my order and therefore I get a refund.
Totally unacceptable. I will never shop at probikekit again!!!
"

"I had ordered tires in the past and it arrived as promised. My last order, I had purchased two sets of tires, Michelin pro4 with free inner tubes and conti travel contact tires. Both sets of tires arrived as promised, but the free inner tubes were not included. I have attempted twice thru ProBikeKit to resolved this with no response. Not sure if they received the request. I am not sure what to do next. Hope someone ProBikeKit will respond"

"I regularly order tires, tubes, hydration tablets, and smaller accessories from them. Their prices are sometimes absurdly low, and the good usually arrive in less than a week. The customer service has been excellent in the two instances when there was a problem with an order (improper items shipped). I might hesitate to order clothing or expensive goods, since returning items to the UK (from the US) can be expensive, and they ship their goods by regular mail so you have no way to track the shipment of expensive products."

"I've always had good luck with ProBikeKit. They have good prices and customer service and they ship free to the US! I highly recommend them."

"Sometimes their prices are unreasonably low. I thought it might even be a scam since they're not in the US. I read some positive comments in bike forums though and they had a price that was too good not to try. They shipped my stuff airmail and it arrived from the UK (to North Carolina) in just a few days.

Since then I've ordered numerous other things and every time I seem to be shocked at how fast they get here (compared to how slow things get here from Amazon's warehouse in Kentucky).

The packaging was minimal but fine for some bike tires. The stuff is delivered via US Mail so as one other commenter pointed out it could be stolen from your porch/mailbox but I have all my packages just left on my porch and just try not to leave them out there too long.

As noted they ship pretty quickly and there's no tracking so be on the lookout as soon as you order.

I check PBK whenever I buy anything, I try to support my LBS (local bike store) when I can but if PBK is 40% less I'm buying from PBK."

"Fellow Cyclists,
Dont order from Pro Bike Kit! DONT DO IT. I got screwed out of $240.00 order. It just never arrived. I emailed them and they suggested "Check with your neighbors, maybe they picked it up for you" Serious, that was a direct quote. The other bad news, They use regular mail. So, absolutly no way to track the package. Oh and what did I order? An FSA Ceramic Bottom Bracket and FSA two Jockey Wheels. That means the package was not big at all. It could easily fit in any normal mail box. For me $240 dollar lesson learned."