Name: MAAP
Address: Suite107, 204 Ingles Street, Port Melbourne, Victoria
Rating: 4.63

“I have not received my parcel yet or had an update. I have reached out to MAAP wondering what has happened and I still have not had a response”

Helpful Report

Posted 2 weeks ago

“This is a bit of a mixed review, and I truly don’t want this to come across the wrong way. I’m a long-time fan of the MAAP brand and ended up purchasing two items via the recent online sale but only after two disappointing in-store experiences at the Melbourne Lab store. Let me start by saying, I work in sales myself, so I always look at situations like this as a learning opportunity. I hope the feedback is received in that spirit not as a complaint, but as a chance to improve the customer experience. A few weeks ago, I walked into the store ready to buy three items: a Draft Vest, white socks, and a neck warmer. I’d done my research, had a $75 Strava voucher from a completed challenge, and was ready to make a purchase. I was greeted by a friendly team member who informed me the Draft Vest wasn’t in stock but offered alternatives like the Flow and Atmos vests. The Atmos was significantly more expensive, but I appreciated the upsell again, I’m in sales, so I get it. After some discussion, I decided on the Flow Vest in white, which also wasn’t in stock. The team member suggested the women’s version, but I passed on that option. We headed to the counter, and I was ready to buy the socks and neck warmer, then asked if I could also pay for the vest to use my voucher. I was told I’d have to wait until the vest came in later that week. Fair enough I left everything aside and was told I’d be contacted once it arrived. Friday came and went no call or email. I had a ride planned that weekend and decided to pop back in. The vest hadn’t been unpacked yet, but I thought I’d grab a new jersey instead. I found the Training Thermal LS Jersey in Rhubarb, loved it. No Mediums on the shelf, so I asked at the counter if they could order one in and let me pay on the spot to use the voucher. Again, the answer was no. So in the end, I just paid for the socks and neck warmer. To this day, I still haven’t been contacted about the vest or the jersey coming in. From a sales perspective, this was a real missed opportunity. I walked into the store twice, ready to buy, and couldn’t complete the sale either time. I was always taught to close the deal especially when the customer is standing there, ready to spend. Yes, I did end up purchasing the items later during the online sale and in the end, I got a better deal but that only happened because the in-store experience didn’t follow through. I’m sharing this not to be negative, but because I genuinely care about the brand. I want to see MAAP thrive. But experiences like mine could turn new customers away, and that would be a shame. Thanks for taking the time to read this.”

Helpful Report

Posted 3 weeks ago

“I must say so far it has been disappointing. I ordered some Jayco Alula bib shorts, Jersey and socks. The shorts never came. I rang up to find out why and they said they haven't got that size. When I ordered everything the shorts were available and were part of the order. So I returned the jersey and changed my order to the World Tour Team Jersey and Bib shorts. All sizes available and confirmed by Maap staff. When my order arrived the the Jersey was correct but no Bib shorts. Instead of the Bib shorts I ordered I got a long sleeve Jersey - Aether Pro Air LS Jersey. Now the Bib Shorts are unavailable online anymore ! This is very frustrating and disappointing. It really is a shame as I really like Maaps quality and design. I'm not sure what is happening now in regards to getting these World Tour Team Bib Shorts Evo but it doesn't promising. Your staff are looking into it.”

Helpful Report

Posted 3 weeks ago

“Pretty strange experience. My first online order was not fulfilled correctly, with the item I purchased, listed as in stock on the website was, in fact, already sold. In this day and age it is entirely avoidable and terribly disappointing. Even worse I wasn't informed right away, it took me contacting online chat to enquire why only half my order was shipped. This was during the sale period, so for sure by the time I was informed and able to go back to the site there was no longer anything availalbe. I ordered a jersey, but wanted to return it, tried to return it in store, but understandably they could not do it. I must say that the in store service was excellent. (this is the only reason for a 2nd star) I've ended up with a core jersey / bibs, which seem like good quality on an initial glance, but the sizing seems completely off, with the xl jersey size not really matching the xl bib size, with the xl jersey being quite a fair bit tighter than the bibs. All in all, for someone who has seen the brand around, attended events and ride with people who wear MAAP, its basically a one time purchase for me, I will not be coming back to MAAP. The cost premium doesn't match the service. For similar of even slightly cheaper brands like Rapha and Le Col, I've never had any issues with their website, stock being sold out, or sizing weirdness.”

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Posted 3 weeks ago

“Last time I placed a large online order I was prompted to buy an extra pair of socks to receive a 15% discount and when I added the socks nothing happened. I messaged in the chat and was told I could receive 15% off the added socks only??? Did not seem like a great saving.?? Just after my big purchase you announced a sale (just my luck) I looked to get a few items and the minimum spend for free delivery was $250!!! Of course I added extra items to reach the limit but it seemed high for sale items.. shortly after this purchase my husband informed me you dropped the minimum spend to $150.. trying my best not to take these things personally. As a very loyal customer who spends with you guys regularly I can’t help but feel somewhat slighted!! Also I am still missing an item for the large order and am yet to receive an update on its whereabouts. Also my packages were always left at the door and now they are taken to the post office.. not sure if that is a MAAP issue or Australia post..”

Helpful Report

Posted 1 month ago

“I couldn't use my Strava voucher at checkout, so I contacted online support. I sent a screenshot of the error message. They sent me another code, which didn't work either. Then they were quite rude, telling me 1) the voucher had expired and wouldn't work, 2) repeated to me that "I should know the terms of the voucher", as if I was some kind of idiot. I kept telling them that the voucher had not expired since a reminder email I'd just received told me I still had weeks left to use it. Regardless they repeated the Strava codes across the board has expired. I had looked at the terms of the voucher. It says this, "*$75 AUD voucher is valid for redemption on purchases over $250 AUD *Not available for redemption on collaborative or sale items". The way this reads is interpreted that, the discount can be redeemed on full priced items in the cart, as long as the total purchase price of the cart is over $250 (even if some items are collaborative or sale items). I had met that condition with about $1000 worth of gear in my cart, of which I had about $150 worth of full price items that I was expecting to get the $75 discount off. I then asked if I was expected to have $250 of "non-sale" items for the voucher to work? Immediately they said, yes. They should have known this was likely the cause of the issue from the screenshots I sent instead of dismissing me and refusing to help further. In the end I had to figure this out myself. Also, the terms should be rewritten, as they are misleading. It should say, "$75 AUD voucher is valid for redemption on purchases over *$250 AUD *Total purchase value excluding collaborative or sale items" It's a simple wording change and a slight move of the asterisks that changes the whole meaning. Legal and marketing departments get paid big bucks to be able to word things like this, clearly, so it'd be a nice gesture if you paid me with a voucher for that suggestion :).”

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Posted 1 month ago

“I bought Training Thermal LS Jersey last week. After one time wear, I found the cuff have some Pilling on clothes.”

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Posted 1 month ago

“I am a little conflicted with this review. The quality of the items received and promptness of delivery has been excellent. However, the 'ethics' of the invoicing/charging is questionable and the customer service extremely poor by comparison to other cycling apparel providers. I recently purchased bibs, jerseys and socks to which end a bundle discount was applied to the cart, however the transaction was completed with my bank for the full RRP value without the discount shown in the checkout. i have contacted customer services twice about over 5 days and I'm yet to receive any response. If ever there has been an issue with Rapha items by comparison they have responded within 24 hours - without fail. THis is really poor form.”

Helpful Report

Posted 1 month ago

“The buying process is ok The refund that I try to do is really not an easy process The product is good”

Helpful Report

Posted 2 months ago

“Terrible customer service”

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Posted 2 months ago

“I have 4 Maap items: jumper, t-shirts and jerseys, all size M. I recently bought a jacket also in size M and followed the tips on the ‘what's my size’ link on the website but it didn't fit, it was extremely small. The problem is that they don't have any more and it was on sale, so Maap doesn't refund the money and I'm forced to buy another item that I don't want/need, and the mistake, in my opinion, was the brand's for having an item outside the size standard.”

Helpful Report

Posted 2 months ago

“I am referring to the Team Bib Evo in this review. Retail price of $355AUD. Now, they are certainly good quality bib shorts, as they would want to be, for the price. I have read reviews that claim these bibs are just as comfortable after 4 hours as they were when they first got on the bike. I have not found this to be the case at all, these bibs don't offer any advantage over other bibs I own that cost one quarter of the price. If you think forking out big money is going to be a magic bullet to improve comfort on your bike, thing again, save your money. I understand that for some people this is fashion and want people to know they spent top dollar on their kit, in this case, go for it.”

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Posted 2 months ago

“Hi, I ordered 3 weeks ago 3 items and I’ve received only 2 items and one is missing. I have no update from you and I don’t know when I will receive it.”

Helpful Report

Posted 2 months ago

“Although I'm a loyal customer to the MAAP brand, I often feel disappointed about the quality. The last shirt I bought had a fabric error and bibs I bought in the past were worn after only a couple of rides. The only asset worth mentioning is the design, which is quite unique compared to other brands. Customer service is not really best in class either.”

Helpful Report

Posted 2 months ago

“Had an awesome experience in-store in Melbourne purchasing a jersey, bibs etc. I’ve been out of cycling for probably 15 years but had heard a lot about MAAP and this was my first purchase there, associate was super helpful with product range and sizing etc. A few weeks later, the jersey got a hole in it from a manufacturing error, so I brought it back and different associate was quite rude and reluctant to replace it. After finally agreeing to, he then mentioned “it’s a 2XL and even then it’d be stretched heaps on you”. I felt this was a massive dig at my weight and I was pretty disappointed to be honest. Probably won’t go back in store, have shifted to Rapha’s who’s clubhouse staff are far more welcoming and friendly.”

Helpful Report

Posted 2 months ago

“Gear delivered quickly. Everything looks stylish and well made. However I’m disappointed with most of the things I’ve bought. The Evo bib shorts (long) are not flattering on me - they don’t come up high enough. Whereas the full length version of them do. The jerseys are all too short for my torso and very tight. Also not very flattering. It doesn’t feel like the MAAP gear is made for riders like me (tall and slightly overweight). I used the TrueFit very carefully but can’t tell if changing what I ordered or going up a size would help fix the problems, or if I really should have tried another brand. Feel free to take the review down - I just want to provide you this feedback so you might consider this in your designs and the TrueSize app.”

Helpful Report

Posted 2 months ago

“I headed in store to try on some cargo bibs, and was ignored by the three guys on shift for a good five minutes, despite being the only person in the store at the time. When one of them did ask if I needed help, he was decent about helping me get the size I needed from out the back and providing advice to me on the different fits. What bothered me about the entire experience was the little ways in which MAAP basically indicated it wasn't for me. I was the 'largest' size MAAP provided for women, which is laughable - I'm a size 14, so in the scheme of women on bikes I'm pretty average. Every time I wanted to try on a different piece of clothing, the guy had to head out the back and tear into another plastic packet for me - so not only is my size not on the rack, it's also kept in some little plastic packet. It meant extra work for the salesperson, and made me feel bad for asking him to fetch and unwrap so many extra things. Ultimately, the one thing I wanted to buy wasn't even available in store and I had to order online. So, despite the fact that what I ordered was quite good, I won't be going back in store again or recommending MAAP to anyone else.”

Helpful Report

Posted 5 months ago

“Bad input for address, courier sent to the wrong place. Reply times were a bit long, and I was worried if my order was able to go through or not. Additionally, they said they would refund me since they do not redirect, but I have not gotten my refund back since the package was returned last week to you guys ///: Really like your products, but not sure if I would order online again due to the logistics worry. But thanks so much Marj for responding to me and for being so understanding!”

Helpful Report

Posted 6 months ago

“I was so very disappointed to discover that the special edition LITP jersey I bought and gifted to my husband for Christmas didn’t fit him. I bought it based on the size recommended on your site and thought it was fate that his size was the only one left. He couldn’t even pull the sleeves much past his elbows. I understand that MAAP is marketed as an elite brand (hence the excitement to buy this extravagant treat) and obviously modelled on European cyclist sizing, but this is so disappointing that a larger Aussie male cycling devotee probably won’t fit even your larger size.”

Helpful Report

Posted 7 months ago

“the jersy and the jacket, there are great products, but the bibs are to stiff, and makes the riding exprience not that great.”

Helpful Report

Posted 7 months ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	95%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	6 - 12 Hours
Customer Service	4.7 out of 5
Returns & Refunds
Returns Process	Easy

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