“Rocked up on site , shop is closed but open to online, so I ordered out side , payed online , and collected with in 2 mins, can't thank enough for a superior service I received, 10 stars , thank you so much”
“I ordered my bike online and received my bike 15 working days after, which is for me, a reasonable time, and the item is well-protected upon delivery. Every email i sent to enquire about my item, Gemma is prompt for updates and very patient with me. My experience in purchasing my bike with Merlin is a positive one and I hope everyone appreciates their hard work specially this challenging pandemic time.”
“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”
“Poor after sales service
I've never given a bad review for a product before I've had chance to use it, but in the case of these Shimano Ultegra disc brake shifters & calipers, I can't actually install these because the hoses need shortening, which requires 2x brass barbs to be pressed into in the ends of the cut hoses before joining (and they're not included in these oem kits). You'd think Merlin would supply them (because unless you've got an XXL sized bike you'll need them) or at least I'd imagine they would be happy to send me 2 (prob cost pennies)... but no...! Customer service said get a craft knife and cut them out of the hoses... easier said than done John. Lost fingers & corrosive oil everywhere... I won't be doing that... and I won't be buying from Merlin again...”
“Still waiting for 2 orders. Why does it take 3 days to send to Royal Mail? Take some lessons from Chain Reaction and Wiggle.Super fast packing and delivery. Really ,really slow from Merlin.Maybe its a Nothern thing.”
“As with others, payment made and no goods received. They claim delivery made, but no details of where, when, to whom other than a vague description. And this was after I reordered the goods and paid for a fresh order needed for Xmas presents while they looked. Worst customer service I have ever experienced. Cowboy levels. AVOID THIS COMPANY.”
“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.”
“No real effort made in terms of aftercare when II reported frame damage from misalignment. Basically washed their hands of it and "nothing we can do". Well OK then, I'll take my future business elsewhere and I'd advise others to do the same.”
“heb schoenen gekocht in januari. deze waren niet goed en teruggestuurd. elke maand geïnformeerd wanneer ik mijn geld terug kreeg. elke keer het zelfde bericht dat ik geduld moest hebben tot vandaag. na wederom een mail dat het nu een half jaar geleden was kreeg ik de mail dat ik mijn geld maar moest terugvragen via de payment provider? alsof die er iets aan kan doen???????”
“I purchased a bike online from Merlin on April 13th, 2020. Received it a few weeks later in Canada. After a season of using it for commuting during the warmer months of Montreal and for an occasional weekend gravel ride, the freehub in my back wheel broke. I noticed Merlin about the faulty freehub on April 3rd, 2021, well within my initial 12 months of warranty for the part. Merlin's customer service agent (Bex) responded to me on April 6th, 2021 to return the freehub to them so they could ship me a new one. In April 2021 I replaced the freehub at my own cost (need my bike to go to work), shortly after I shipped the freehub back to them. Radio silence from Merlin and no replacements were shipped to me.
Another season later, I have the same issue with my wheel in April 2022, indicating a faulty wheel. Merlin's customer service agent (Steve) now refuses to ship me the replacement hub that was promised to me and to replace my faulty wheel despite the fact that I noticed them within the warranty period...
Lesson learned: purchase from your local bike shop! I was hesitant at first to purchase my bike from an online shop for this specific reason but chose to trust Merlin based on its "commitment" to excellent customer service, which I have not received so far.”
“Basically $800 out of pocket never recieved order even after paying more that 43 shipping. They used a fraudulent shipping company DAI a Singapore company that steals high paid items and onsells them.
No items recieved and zero effort from Merlin to resolve except blaming customs when if took the time to look at where package is would understand.
Merlin's answer check shipping. Literally no business principles.
Understand shipping is a hassle but Discusting Steve and Gemma really the way being handled expected more”
