I purchased a kestrel rt 1000 road bike. A great bike at a great price. Customer support was great from pre order to assisting me in getting the bike setup. Prompt and knowledge responses by email and the phone. I have bought alot of stuff on line and these guys did an outstanding job.
Wonderful Experience. I had quite a few questions before I purchased. I spoke to several people there before I made my decision. Both Leny and Chad were very helpful.
I purchased a bike from them which came damaged in exactly the same place as described in previous reviews. They don't seem to care much for customer feedback or satisfaction.
the bicycle itself was of heinous quality. The 130$ huffy from Walmart is a Porsche compared to this Yugo.
Don't waste your money on this junk.
Best Customer Service EVER. Who says that they are not good at services? I don't think so. I really don't think that purchasing one or few items may guide you about repute of that company or manufacturer. I my-self experienced a tremendous customer support from road bike outlet's team and they are at their best in services. As far as shipment is concerned, they are of their own style. So, you must go through them thoroughly for best results.
WORSE customer service ever!!. Don't buy anything from them!! My bike came in wrong pieces and the piece they tried to replace with was again wrong. They made me pay for shipping for the wrong piece, and again I need to pay for shipping to either return this bike or to get another part that hopefully won't be wrong. They are a very unfair company and I do not trust them.
I would like to leave a brief review of my experience with this company.
First I am of limited $$$. I saw them on ebay and their great ratings. They were within the price range I was wanting and being a beginner I didn't want to fork big $$$ right away.
Ordered the bike and it was scratched (not from shipping), but from where components were attached (near brakes, shifters, etc.) Not too big of a deal. I took it down to my LBS to assembled completely and to give it the once over. I go to pick it up and they tell me they sent the wrong size handle bars (.4cm too small) and wouldn't tighten properly. My option, buy a new set from my LBS or have the company send new ones. I opted for the company to fix their screw up.
I contacted roadbikeoutlet (by email & phone) they said they didn't have touch-up paint for the scratches and would give me a $10 credit (big whoop). As far as the handle bars, they said they would ship out the correct size and the grip tape. I waited two days for an email confirmation or phone call. Nothing. I did receive an ebay email to revise my review of their service ( I gave them a poor rating on the initial review). I decided to wait to give the new review after receiving the proper replacement parts and that they were the appropriate ones.
Another day or two passes and still nothing! I call. They said they wouldn't send the new parts till I gave them a positive review on ebay. Ummm EXTORTION? Anyway, I finally convinced them to send what I needed and got them yesterday. The bars fit, but they sent me the wrong color tape (plus just rubber tape. No adhesive tape.)
No apology! No compensation for the costs incurred for 2 bike assemblies at the LBS ($40 each) and no sign of any credit to my account. I contacted ebay and filed an extortion complaint and hope they will resolve the problem.
Very Helpful and polite. I recently bought Vilano FORZA 3.0 Triathlon Bicycle from them. Road Bike Outlet offers great deals and have best customer services . What i like most about Road bike Outlet is return of goods within 2 months of the receipt and they ship bikes free of charge.
Great Experience. I bought a road bike (tuono) from them this spring. I've never been into cycling and want to give it a try for exercise. Suzanna was extremely helpful in helping me decide which bike was right for me. I can't be happier with the bike or the customer service. I highly recommend.
Worst Business Ever!.
My family purchased a bike online for me as a Christmas gift, & it was shipped with damages. Through various e-mails & phone conversations (2 months worth which have been saved -emails), Leonard & Suzanna (employees of Road Bike Outlet) made it impossible to return the bike. The bike had large gash in aluminum frame, not a paint chip, which they continued to tell me it had. In addition, brakes did not work, nor the handle grips for the braking system. A road bike racer, himself, assembled the bike, & stated it needed alot of alterations for the brakes to even work. In addition to a popped tire. Their website states, Satisfaction Guaranteed. My family purchased bike as a gift, & said if I didn't like it to return it for a refund & use the money to purchase what I wanted, whenever I wanted. In conclusion, that was what I planned to do. Unfortunately, their policy is...to RETURN the bike, I would have to incur the s&h back, the s&h THEY paid and a 20% re-stocking fee. In total it would be $130, since the bike was $269. To EXCHANGE a bike, I would have to incur s&h back, & s&h they spent to send it to me, but that was ONLY if the bike had something wrong with it, which they stated it didn't. That I would have to take it to a bike store & their technician TELL them that there was a defect in the bike. Otherwise, I had to keep it or RETURN it, following the policy above. In conclusion, for 2 months, I have had multiple phone conversations where I was treated rudely & unprofessionally. In addition to e-mails that were not geared towards "Satisfaction Guaranteed". I still have the bike & had to take it to a bike shop where they CHARGED me for BASIC TUNING-$75, but they would additionally have to fix the bike completely from realigning wheels & gears, in addition to fixing the braking system which is NOT working properly. My invoice was a breakdown of what the $75 is for, the additional work they did I was not charged for due to the bad service I had received from Road Bike Outlet in FL. Lastly, Ride Bike Outlet has & will not provide me anything, via e-mail, for the labor/or parts for this service. I filed with the BBB, and RoadBikeOutlet never responded to the issue.
Upon picking up the bike from REI in Marlton, NJ, I was told that the cassette was shot, and would only be good for a season, and well as rusted cable brakes, etc. They called RoadBikeOutlet and left a message for both Suzanna and Leonard, which neither responded back to. They said they would send the part, but I was to cover the labor. I never rode the bike once. It was assembled and never once was used for a trip. REI could not believe that a company could do that, and left full detailed maintenance on the bike for both times it was serviced on the invoices, which I have for verification. I paid an additional $25 for the labor and lost 2 months worth of training for a triathlon I had to prep for, losing another $150 dollars. In sum, I am out $260 for the bike, an additional $100 for fixing a brand new bike, and another $150 for a race that I am not prepared for. I e-mailed and spoke with both Leonard and Suzanna and every time I asked to speak to a manager or the owner, they refused. That was also a little uneasy to accept.
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