"they do not refund a faulty wheelset they do not repair.

i bought a faulty wheelset, i send the wheelset back to them. 2 months later they returned the wheelset the original box was destroyed and open.
They didn't fix the problem of the wheels.
i told them about the problems and now they don't do anything, they say to me just to wait. for sure i lost 1200GBP and i have to buy a new wheelset.
be careful the stores that you choose when you buy expensive products.

"

"Ordered a wheel through PBK, then cancelled the following day. Cancellation was confirmed but then an email was sent saying that it had been dispatched two days after cancellation.

Arrangements were to be made to pick up the wheel from my place of work but have failed to be completed by PBK, while they still hold £1000 of my money. The original order was 5 weeks ago and I still have no idea when i shall be getting my refund as they are unable to arrange anything.

Messages have gone unanswered, emails ignored, why do they insist on hiding from their problems rather than taking ownership of their mistakes and rectifying in a professional manner.

Poor performance, and if this is how they treat their customers then I will definitely steer clear of such a company and would advise others to do the same.
"

"I was concerned after placing an order for a set of wheels and then reading the reviews for ProBikeKit. My Capangnolo C17 rims showed up in the states after 9 business days without an issue. very happy with the whole experience. "

"Please be aware that if you bike from this company and make a mistake you have to send the returns back to England and it will cost you more than what you paid for whatever you bought!!! They appear to ship out of the US but only accept returns to England so basically if you screw up or what you buy doesn't fit or work - you own it!!! There is no returns - very misleading website - be forewarned - STAY AWAY FROM THIS COMPANY!!"

"Overview
I had to return a faulty pair of shoes in late March to PBK, it acknowledged the receipt of the returned shoes on 19 April and promised refund within 5 business days. Despite lots of back and forth emails with the customer service team, I have still not received the refund for the shoes $244 or the $57 for the cost to return them, They insist the refund has been processed but won't provide evidence of that, despite me providing screenshots of my credit card statement for the period showing no refund has been received, as well as a copy of an online transcript I had with my credit card company where they confirmed no such refund had been received to the card.

Update as at 18 May

After 6 weeks of trying to get my money back for returning a faulty pair of shoes from ProBikeKit, I have given up. I have had to resort to requesting a charge back from credit card company. PBK repeatedly insisted the refund had been returned and for me to check with my bank. I did this each time and provided evidence back to PBK from the bank that no refund had been received. I am still out of pocket for the cost of returning the shoes to the UK,which PBK also claims to have refunded to me - first they said it was refunded to the credit card, then they said that the transfer had failed and they would instead refund it to my PayPal account - that was 6 weeks ago.............

So after 23 messages to PBK stretching over 2 months, I'm out of pocket nearly $60 and have nothing to show for it.

I've had no trouble with PBK before, including receiving a couple of refunds. But this has been a saga, dealing with 5 different 'customer service' representatives, and getting asked the same question by each of them and having to explain the problem over and over was ridiculous. And strangely, when my matter was 'escalated', the replies from PBK became virtually non-existent - black flagged perhaps??


Update as at 12 May, I get an email from PBK three days ago saying my issue has been escalated and the new guy asks all the same questions they have already asked me three times before, and I provide the answers agaIn and now there has been ZERO response from PBK. At least before they responding. Obviously escalation means complete silence.

"

"Sent an item back for a refund after having to pay for shipping. They wrote back that they will be in touch shortly regarding my refund or replacement.
After over a week of no response I wrote back and was told that they will "investigate into this with our returns department and when I have more information available, I will be in contact as soon as possible to let your know"
After over another week of no response I wrote back and was told "Our warranty department have come back to us to let us know that they would need to confirm a fault prior to proceeding with a refund or replacement.
I am sorry about the continued wait, as we were not aware that they would pick this up and analyse your goods once they had arrived in to our warehouse. Once I have more information available...blah..blah...blah"
Please save yourself some aggravation and do not honor this establishment with your patronage.
"

"What a shambles! I purchased a Powerpod Powermeter from Probikebike kit which is faulty.

I have returned the item for a refund, and they indicated the item was returned to the manufacturer for testing 3 weeks ago. This, it transpires, was a lie, it has only been returned two days ago - 4 weeks after sending the item back.

The customer service is appalling, even before they started lying to me. A company can be judged best when they deal with problems and Probikekit have completely let me down.

It's sad as I have spent thousands with this company in the past, rest assured, they have done all they can to ensure I don't waste anymore of my money with them. All it leaves me to do now is to try and find some way of getting my money back."

"I was a bit nervous after ordering a $350 power meter fro Pro Bike Kit and then checking reviews. However, my order shipped within one day and tracking was updated as my order made it through customs and then finally to North Carolina. Took about 10 days but saved $50. The power meter is awesome!!! Would buy from them again "

"Purchased a bicycle a few years back, no problems with the order. Order a few items on Thanksgiving in 2017 and I actually placed two separate orders. One arrived, the other did not. When I made inquiries , different people gave me different stories. One of them that the package was damaged and that is why it did not arrive and that the refund will be issued. The refund was never issued and I had to address the issue with credit card. The end of the story, they deleted my account. Not sure what is going on there, but it seems to be very risky to place orders there if you are an international shopper."

"I bought 2 Shimano brake disks for wheels I got built from wheelbuilder. Then I thought I would check resellerratings and was shocked, I thought I was in for a bunch of trouble in getting my purchase. I received a notification later in the day my order was dispatched and was encouraged. Then after 10 days I decided to ping them about the order and they responded almost immediately that it had been shipped but I had not selected tracking so they could not determine arrival date. When I got home that day I found my order had arrived in the mail, 10 days from order to arrival, no complaints for me. If I wanted it faster I would have ordered locally but I think they did a good job and I am satisfied."

"Just around Christmas time, I placed an order for 10s Campagnolo components. I knew that some UK bike vendors have bad reputation. I never purchased from ProBikeKit before and I felt that it was a good company (did not read any reviews before I placed order). I picked the items I wanted, and placed an order. An hour after I placed the order I thought I should check the online ratings of ProBikeKit. My heart sank when I saw the poorest of poorest ratings I have ever seen. I was thinking whether I should cancel my order as I was going through the reviews. In a few minutes I received an email from ProBikeKit saying that the order was dispatched, and the items should arrive in US between Jan 4 and 12. Wow! in 2Hrs they already shipped my items. and it can't be bad.

When I did not receive the product by Jan 10, I sent ProBikeKit a note asking about the shipment. I also mentioned to them that I placed the order in spite of bad reviews. No reply to my email.

Just around the same time, I received an email from TrakPak about the package. The tracking indicated that it left their place 2 days after they said that they dispatched it (Fine. The shipment may have to go through different approvals). The shipment reached US customs 11 days later, and waited for their approval for a couple of more days.

Finally the package arrived yesterday via registered mail 21 days after it was dispatched. The box was packed fine. To my surprise all items were in perfect unopened sealed campy boxes.

I am super happy with my purchase (especially after thinking about all the negative reviews)! My experience has been fantastic and very positive. Yes, the shipment took longer than they promised.

Around the same time when I placed this order, I ordered a Campy crankset from another vendor in UK. I purchased from this other vendor several times in the past and had only positive experience. They shipped a week after ProBikeKit did at ~$6 cost and it arrived a week before (shipping time of 1 week).

Overall positive!"

"I ordered 3 sets of tires and two sets of tubes for Christmas presents for my kids. The confirmation email stated delivery between Dec 11-19th (in time for Christmas). When the items didn't arrive by the 15th I got on their online chat and was told that my order was send standard shipping so they couldn't track it and i should expect it in early January. When i received the package (Jan 5) it was wet and the packaging inside was completely destroyed with paper mush all over everything. The worst part though is their lack of customer service response. They expect me to box it up, weigh it, measure the dimensions of the box and ship it back and only then will they send me replacement items or a refund. No prepaid shipping label or process to make it easy. They have my payment, I have junk and they want me to do everything. "

"I ordered the Elite Direto from ProBikeKit (Japan), thinking I was ordering from a local online-shop.
I paid, and did not hear anything for a week. I inquired, and found out the item was out of stock, and they didn't know when it would come back in.
During this 'live chat'-communication it transpired the company is in the UK. So I would have to anticipate some shipping delay.
When the good eventually arrived, the postman asked me to pay for additional charges: custom charges and one other one, I didn't understand.
The box had been opened and closed/sealed again, I noticed (I took some photographic evidence, just in care the goods would be damaged, luckily they weren't)
initially I thought there must have been a mistake, and ProBikeKit would refund me the additional charges I paid, but 'no'.
It is all in their terms and conditions they responded (and it is, but I hadn't read these pages and pages of disclaimers).
So please beware: buy from a local shop, and not from ProBikeKit: It will cost you, as it has cost me!"

"Probikekit.co.nz is an NZ front for a large online sales company in the UK, The Hut Group. It is NOT a New Zealand company and if you do a bit of web searching you will see hundreds of complaints across the world about their practices.

Like a lot of other people, I believed I was ordering something from a local supplier. They promised to charge my card one day before the item shipped and that delivery would be 4-10 days. It was the start of December and I needed the item as a Christmas present so that was fine.

My card was charged and then a day later I got an email to say delivery would be delayed and they didn’t know why. I replied saying please cancel it if it would not be in time for Christmas. A week later I’d still heard nothing so I asked them to cancel and I went and bought one locally. A day after that they told me it had shipped.

Having read all the complaints online (now! I wish I’d looked first!) I have no great expectation of successfully getting a refund. If they were honourable they would refund me now rather than me going into Christmas $400 out of pocket, but they just keep saying they will do it 30 days after they receive the watch back from me. Yep, stuck with courier costs back to Europe for an item that was mis-represented as being local.

Some people have apparently had results from emailing the Hut Group CEO. His name is Matthew Moulding, email Matthew.Moulding at Thehutgroup.com

Being that we are far away in NZ and that the company hides behind recorded messages and automatic email responses I guess my only option will be to sell the item on Trade Me when it finally arrives and tell everyone I can that probikekit.co.nz is not what they pretend to be and not honourable.

And it’s a reminder, in a time when we get lulled into a false sense of security by the good international online retailers – there are still dodgy ones out there and it’s prudent to do some web searching before giving them credit card details!!
"

"Not able to have my order, not able to have my refund. Worst online shopping experience !"