“Terrible logistics. Ordered some items to be shipped to Australia, after 15 days of no updates on the tracking page I find out my items have been sent to the Netherlands! Customer service was rude and unhelpful. My items are waiting in the Netherlands to be shipped out, over 25 days since I first placed my order. Meanwhile items ordered on Wiggle arrived in Australia within 8 days!”
“I ordered Token Zenith Konax Pro Carbon Clincher Road Wheelset on 22 September. The item hasn’t arrived yet. I pay 1.169,18.
Today, on 29 September, these items price drop to 1.052,26. The gap between these two price 116,92. If i order today I will be pay 1.052,26.
I mailed this situation to merlincycles, they offer me to return the goods and reorder the same wheelset. If i return the goods, first i have to pay tax about %20, and this will be approximately 230,00 Euro. I asked will pay me totally 230,00+ 1.153,42= 1.384,02 Euro and if I return the good, I had to paid postage costs (they even don't know what is the postage costs!!!) they answered me we could not refund any postage costs or taxes.
I think this is not fair and this behaviour of solve the situation is very bad.
The goods haven’t arrived me yet, but price drop 116,92 less suddenly. And they don't want to solve this situation. I won't never order any items at merlincycles. And i never suggest to anyone to buy any item on merlincycles.”
“atrocious warranty service/ aftersale.
frame was send back in June after sending them email and photo of some crack around bottom bracket area. .. they agree to file a warranty claim . but till date. status from them is tht they are still waiting for factory to arrange a pickup of the frame. but when i email the factory. they said they are waiting for merlin to send the frame over.. from May when i found the crack n to when i had send them the frame.. it seem that nothing much was done and it Merlin waiting for factory to pick up and the factory is waiting for merlin to send.and some email on status goes unanswer and last update was that this had been handed over to the warranty department and they are working with the factory for the pickup... isnt that what they told me in AUG??? ..”
“I live in Europe and I have bought some articles for 93 EUR, and 15 days later I received a notification that I have to pay 43 EUR to pick up the parcel. I contact Merlin and they say that VAT was not included and that I have to pay duty on arrival. 43 EUR out of 93 EUR of purchase? Is that serious? Of course in the process of purchase I was not inform about that. I hope they give me a good solution.”
“I don't recommend Merlin Cycles at all. I've bought some tubeless tyres from them, where they haven't even specified what rim tape is included yet advertised them as tubeless ready. They were not tubeless ready. I rang up the company and the lady who answered was unbelievably rude. Customer service is clearly not one of their priorities.”
“Absolutely unprofessional and high risk vendor.
Placed an order which got re-routed back to Merlin-without me having even seen or touched the package- tracking showed they received the product back but customer service claimed they did not receive it and that they could not refund me until they do. It has been 6 months - countless emails- and nothing- I do not have the product I ordered and am out $250!! They must have insurance for this type of situation---the fact that the consumer is left footing the bill for a shipping SNAFU is ludicrous! STAY AWAY- Shop at Chain Reaction Cycle instead!”
“Appalling experience. Can't get a straight a answer from customer services. Emails go unanswered. Never again. Huge waste of my time and money trying to return unsuitable item.”
“Buyer be ware! I purchased a saddle bag from Merlin Cycles a month ago (web order WEB11280340), never arrived. Contacted them every 2 days with little response from Gemma in Sales and no one other than Gemma can respond. Terrible service, no follow up and they want me to resolve with Royal mail as they see them selves as not responsible, really? Who contracted them, me? Either way, I never received my order, I am out of pocket and they do not seem to care. Don’t risk it, do not by from Merlyn.”
“I have been a faithful customer of Merlin Cycles for years, but only in the UK, and I always paid with Paypal.
I now live in Tenerife and even though Brexit has happened they charged me the extra taxes included in the sale, sso all seemed good.
Paid 30 Euro postage for a frameset so not cheap, but don't mind paying for quality service.
This is not quality service!!!!!
My frameset has been stuck in Essex for a month.
I have rung Steve over and over again and he uses the same excuses about brexit, lack of flights internationally and covid.
I follow by raising an inquiry for them to track it down and 12 days with no extra information.
Steve blames Fed Ex and says there is nothing he can do.
I request a refund as my order is yet to leave the UK and it was ordered over 5 weeks ago.
Steve and the higher gods are refusing refund as they say they are not responsible for the delays.
It is a complete joke and I will not be using again.
As I am a international customer I was not allowed to use Paypal for this order, and I am really regetting this now.
I will be looking to take legal action against them as this is Theft.
International Customers stay away from this fraud based business!!!!
You have been warned!!!!!
I”
“The worst bike shop I have ever used. Bought a faulty rear light for £45. Used it once, it broke, and they refused to refund. I could have been killed, unknowingly cycling for 10 miles at night with no rear light.
AVOID AVOID AVOID”
“Customer beware.Today i received my order.fulcrum racing zero clincher $730 us dollars,wheels set arrived in a plain thin carton box ,not fulcrum branded packaging .open the box ,wheels with inadequate packaging, nothing to protect the wheels set just to plastic bags ,when i checked the wheels the front hub was damage ,scratched,rear wheel damage with 2 spokes damage bend in the middle of spokes ,no proof of authenticity,no fulcrum ID CARD. NO PROOF OF ORIGINAL ,no made in italy labels. wheels look like made in china, my first reaction COUNTERFEIT WHEELS ,I SCANNED THE MIGRO STAMPS ON THE RIMS NO INFO.SO I SCANNED THE BARCODE ON THE PACKAGED THEY WHERE PURCHASED IN CALIFORNIA WHERE SO MANY MADE IN CHINA PRODUCTS ARE SOLD (EBAY). MADE CONTACT WITH FULCRUM COMPANY , THERE ANSWER WAS (GREY MARKET) PRODUCTS ,DUPLICATE,REPLICA ,USED, NO WARRANTY,FAKE. I HAVE READ MANY COMPLAINTS FROM REVIEWERS RECEIVING THEIR BIKE PRODUCTS IN NON BRAND PACKAGING ,NO INSTRUCTIONS ,DAMAGE,LIKE USED, CUSTORMER BEWARE THIS IS WHAT YOU ARE GETTIN ,(GREY MARKET). MY FIRST TIME AND LAST BUYING FROM MERLIN CYCLES. $730 DOLLARS WASTED UNHAPPY CUSTORMER. DO NOT ORDER FROM THEM.”
“Abysmal customer service. They sent me a defective wheelset and wouldn't hear of taking them back unless I paid full shipping back from Canada to the UK (over 200$). It was their mistake but wouldn't own to it. I tried as hard as I could to find a solution or compromise but they wouldn't hear of anything and wouldn't accept their responsibility. Worst customer service I've experienced ever. These guys are horrible, don't trust them.”
“International US customers beware! I recently placed an order and even though Merlin claims to offer free shipping to the US, I received a call from the carrier requiring I pay $124 in customs fees. I and other friends have ordered from Merlin before without ever paying customs fees (wheels, framesets), so this appears to be a new cost Merlin is casually passing on to their customer without full disclosure upon checkout. Yes, they have a Ts&Cs page which says buyer may incur separate duty costs, but there is nothing about that on their shipping costs page and no mention of it at check-out. With any other international purchase I’ve made, there is always an obvious summary of charges at check-out. I truly hope Merlin resolves this matter or they will have lost a significant group of US customers. As I was told by their customer service rep when I called, “it is not Merlin’s job to educate US customers on international duty charges.” Fair enough, then I will.”
“Good product range and fast delivery but shocking bad customer service.
I purchased a pair of mitt gloves - they arrived in a different colour from what I had ordered. The Merlin website was misleading in the way it displayed its products - Steve, their customer service agent, disputed this and even went as far as to say Merlin 'have to' describe Castelli products in the Italian language (even though Castelli themselves don't do this on their website). Steve also said pictures of items for sale were for 'illustrative purposes' and did not reflect what I could expect to arrive.
In the end The Advertising Standards Authority made contact with Merlin and informed them of consumer law and where they were not meeting standards. They have since changed their website for this item.
Steve, nor Merlin cycles ever apologised for the time wasted on this issue. I repeatedly asked to speak to a supervisor or other customer service agent - these requests were ignored.
No doubt online retail is competitive but Merlin cycles really fall short in their customer service. I have shopped with them over the years but would avoid from here on in due to this experience.”
“1 star is too much. 4 week wait for a "not as described" bike to arrive and now they won't fix it unless it's returned. Only a 10 minute job to sort but they won't send me the cassette to do it. I have to send the wheel back which will be gone for ages.
Pants attitude - should have been correct in the fisrt place, I have receipt saying it was checked, must have been by a blind person. Not happy. won't use and or recommend them. If you look there are similar reviews on here so there is a common problem they don't seem to care and or want to address in the most efficent way possible, just mess the customer around.
Without customers you are nothing, maybe you should do something about that?
Thanks for nothing”
“As another review posted "Do not order from them. If they send you a bad or wrong item, they simply refuse to acknowledge the error". Be 100% certain you know what you have ordered from Merlin Cycles, I suggest taking a screenshot of the product at the time of sale as even the invoice won't match up. Caveat emptor - the fact that buyers typically have less information about the good or service they are purchasing, while the seller has more information. The quality of this situation is known as 'information asymmetry'. Defects in the good or service may be hidden from the buyer, and only known to the seller”
