“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.”
“Ordered some bike pants.
Same situation as others have reported.
Shipping delayed with no tracking updates.
Told by merlin to be patient.
Patients ran out when tracking had the item reach Australia, only to be sent back to London UK.
Merlin's response is to send the shipper an email. It's been a week and no updates.
It's concerning that another poster has indicated that the shipper (DAI) steels these items to onsell them. Well, it seemed to be DAI that controlled the tracking but I reached their tracking website thru.......FedEx!
I use my bike for work and have been ordering parts lately. Recently having issues with a defective tyre via bikeinn.
Online Shopping seems to be about screwing the customer at all costs and I won't be doing it again.”
“Ask them if they could ship a certain item to Singapore, which they do ship other items and they ignored my email, I sense that they are racist and would not help you unless you are of a certain colour.”
“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.”
“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”
“Terrible and very frustrating customer service. Lots of back and forth over email for a faulty chain, was happy to provide the information requested. No meaningful response. I asked for a telephone call because you don’t get through when you call them, no telephone call. So I’m stuck with a new bike that I can’t cycle because the chain is broken. Cheers Merlin”
“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”
