"Ordered a dura-ace 9000 c-24 wheelset. The rear wheel was an integra rs-81 so I had to send it back. They lost the returned item in there own warehouse for several weeks I was told. It's been 4 weeks now since they received it. They say there looking into the matter. This has been going on for 3 months since I originally placed the order. There customer service ****."

"Ordered around $230 worth of goods from PBK to find the prices had changed an hour after ordering by 25%. When emailed to cancel order or to be refunded the difference and was told it was not possible and would have to pay to return items myself.

I strongly recommend avoiding this company as their policy's are very unreasonable and i will make sure to warn others members of cycling forums etc to avoid."

"The worst customer service of any bike shop I have ever experienced! They advertise low prices on so called flash sales, naturally you get a bit excited and buy that big item you've always wanted. Though a few other smaller items in the basket as you do. Go to checkout and pay.... Pretty simple hey? ..... Well NO. You get an email to say they have cancelled your order as they made a mistake on the price but you're welcome to buy it for almost double the advertised price??? WTF!
They also make out that they are an Australian company but THEY ARE NOT.
Don't waste you time with Pro Bike Kit when there are other companies out there who are a pleasure to deal with and treat their customers with respect."

"This company has really gone downhill.

Packaging is horrible; boxes arrived ripped open and damaged. "Customer service" is really non-existent; they (The Hut Group) simply do not reply.

Not much more needs to be said, really. Spend your money elsewhere and do not support the shoddy practices that are really starting to define PBK."

"I recently bought a pair of triathlon shoes as they were about $30 cheaper, plus it said free shipping! After ordering I realized it was not in the U.S, and thought free shipping from Europe and cheaper price, no way, SCAM. I was wrong. My shoes just arrived. Took about 2 weeks.

I have read many other reviews and was very skeptical, but everything worked out fine for me."

"Probikekit use to be good in my opinion. But since it has been sold to The Hut Group and KKR have taken a holding the service has deteriorated.

I would encourage you to buy elsewhere. If price is the most important factor for your purchase some other sites will price match.

"

"Very Poor, charged my card for an order then never shipped it. Still in dispute. "

"Bad customer service, Order took 2 weeks to send after full payment was cleared.

No response + Not allowed to cancel the order.

Dont waste your time with this company,

Go Chain Reaction or Wiggle, they usually have better price and service.
"

"Bought a Shimano WH-9000 wheelset. Order placed 9-11-15, order received 9-22-15.

I got worried when I saw this review site. I think allot of people who have had issues with their service post here, while people who have no issues don't post. Shrug.

50,000 + likes on Facebook means there ARE satisfied customers out there."

"Very poor service , products not sent although several emails sent to advise a problem with there back order service . A very simple mistake made on there part , Paid $ 104 for 2 sets of lights only 1 pair ever sent . still no reply although all details given several times. Do not use this company "

"Ordered a crankset a month ago and still no show. Now have to start the running around by email with this company to find out where this order is. I should've ordered from Wiggle like a friend of mine told me to do so. Guess next step is also contacting credit card company to get my money back. Never ordering from these guys again."

"Worst website I ever used. Overall I ordered some stuff from them a month ago . I still didn't receive it. So I claimed my money back from them. No tracking # so annoying."

"PBK does have great prices but if anything happens to your package, forget customer service. They don't own up to their mistakes and its just a lot of hassle to dispute and return anything. I would not buy anything again from them, especially expensive stuff. I made a mistake of going with them for Shimano Di2 equipment, 960 US dollars worth. Package came in damaged, boxes had water damage, and some were unrecognizable. I immediately reported it to them. They asked me to open the packages and check if they worked and said they would give me a credit even if they worked. After 2 weeks (was waiting for cables) I tested and they worked. I contacted them and their "good will" credit was 5 dollars. I don't think its fair for me to accept "New" products in that condition. They should have owned to their mistake but they didn't. Very little recourse if mistakes happen if buying from the US. You get what you pay for."

"NoBikeKit

I have waited for 4 weeks for ProBikeKit to pick up my return (they delivered the wrong product)
They claim that their couriers have tried to pick up on 6 occasions from my office. (first time the pick up was from my home but they failed to achieve that too.
This office is manned from 7am till 7pm. We have deliveries and pick ups from other companies all day every day so we know that it is easy for others to achieve.
I have had to contact ProBikeKit through their laughable on line message system (their emails are always from no reply addresses so that you have to log in to your account every time you reply to them - then wait 48 hours for a reply) A system clearly designed to deter communication and I would suggest that all but the most persistent people would be put off by it.
I persevered and made over 10 communications (I lost count after that) through the above method and by phone.
Today on the 7th attempt after a furious row with the Chris a
Customer Relations Executive they have finally made the pick up. However his email response to me still claims the following.
"We have arranged collection on a number of occasions which have failed because the driver has either not been able to access the property, however this was also caused by noone being available at the reception desk when the Courier arrived".

1.We don't have a reception
2. The property has a clear view down the only lane that accesses it so no one could get close to the building with out being seen.

Following the the first rule of customer service and true to the ProBikeKit experience, Chris blames the customer! Then signs off with the usual platitude...
"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."

The company has just been sold to a The Hut Group Started by Matt Moulding, 43, and John Gallemore, 46, and funded by American private equity firm KKR - Its growth has attracted heavyweight investors. In July last year, American private equity firm KKR took a 20% stake for £100m. Others include Balderton Capital, former Tesco boss Sir Terry Leahy, M&S's former head Lord (Stuart) Rose and ex-Matalan chief Angus Munro, who sits on the board.

Lets hope the esteemed retail names above care more about customers than the previous owners? Either way I wont be a customer again.

http://www.thehutgroup.com/the-hut-group-acquires-probikekit/



"

"Initially ordered as price seemed very good. However, one order was canceled due to a pricing mistake (website advertised price was appealing so I ordered, and they replied a few days later that the order had been canceled due to pricing error on their part). Still waiting after three weeks for the full refund, as they only did a partial refund. The other order still has not arrived after five weeks. "