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Top positive review
Aug 16, 2023
Verified review
Very efficient and well packed.
The prices were also fair.
The only minus point is regarding the delivery time.
One day after this order, we bought some different products at a competitor (also German) and their products arrived 2 days earlier.
We also used the same transport company.
This wasn't that bad but comparing companies we would say that the competitor worked internally faster.
Despite it, we strongly recommend bike-discount.de!!
I'm a long-time customer here, and ordered parts needed for a 2 month bike holiday. The parcel company lost the parcel and sent me a confirmation mail that they have for sure lost the parcel. I've contacted bike-discount 4 times now and they refuse to answer. I've made it clear that I need this parcel urgently (have been waiting for almost 3 weeks now). The only answer I get is: "we will come back to you via mail". Via mail they sent a standard message that the parcel company has not yet contacted them...
Any other online shop I know would already have resent the package. Customer satisfaction is not very important. This will have been my last purchase here
Customer service is horrible.
TLDR; choose another company.
They are rude and they could not keep up what they promise and when asked after, the just ignore your messages.
When I started to handle case through PayPal, they tried to convince me to close case "because they cant make refund if case is open".
Do not fall for that !!
This is second order in a row, that had problems (first was 2-star feedback May 28, 2023).
They answered to my earlier feedback "...contact with our customer service, and you have already found a good solution". That solution ended up being PayPal... Lesson learned after second order, shame on me ?
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Answer by bike-discount.de/en
Jun 19, 2023
Dear customer, thank you for your order and your review.
I went through your case and looked at all the emails you exchanged with our customer service.
Yes, you are correct, this delivery took a little longer than we stated and not everything was in order.
This is not up to our standards and for that we apologize so much!
But even though we are proud to be able to satisfy the vast majority of our customers as reflected by the many good reviews, even with us or with our logistics partner in individual cases something goes wrong. This is regrettable, but unfortunately not 100% avoidable.
Our service staff was continuously friendly and committed in contact with you and did everything to offer you a good solution for the situation. Nevertheless, we are unfortunately unable to pursue every compensation request and sincerely ask for your understanding. Proportionality must be maintained here as well.
And one more friendly note: our service staff is just as happy as our customers to receive friendly and appropriate communication. We thank you very much for your patience and understanding.
Aug 9, 2023
Verified review
No option to exchange items for the same price
Placed a very big order, among which a pair of expensive MTB shoes. There were a tad too small so decided to opt for a larger size, only to find out that the price became >40 euros more expensive.
Contacted the customer service to see if I could simply exchange them for a larger pair at the same price, they dodged all questions and provided no understanding for the situation. I only received robotic answers in poor English stating that they don’t do exchanges. Very poor customer service, at least try to explain why you have a certain policy. Last time I order through bike-discount
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Answer by bike-discount.de/en
Aug 10, 2023
Dear customer, thank you for your feedback. I have reviewed your request. Unfortunately, we do not take exchanges, this is
Clearly stated in our terms and conditions and FAQs. We ask for your understanding.
Aug 29, 2023
Verified review
Uncompetitive returns policy
I ordered a bottom bracket tool from Bike-Discount.de, as I like to support smaller retailers. When the tool arrived, it would not stay engaged when high torque was applied. Hence I returned the item as being unfit for purpose. I was surprised to then be charged for the full return postage, as the nature of internet shopping is that you cannot test the goods before receipt. Other online bike retailers do not charge for returns and yet have quite similar prices to Bike-Discount. I will not be shopping at Bike-Discount again; what will you do?
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Answer by bike-discount.de/en
Aug 30, 2023
Dear customer, thank you for your order and your review.
We are pleased that you enjoy taking advantage of our wide selection and excellent prices. In order to be able to continue to guarantee this to all our satisfied customers, we kindly ask for your understanding that we unfortunately cannot offer free returns for all countries. We would like to point out that you will find our return conditions transparently displayed on our website.
May we help you in any way? Please feel free to contact us at any time if there is anything else we can do for you. We appreciate your understanding.
Jul 16, 2023
Verified review
Where is my garmin GPS...
I bought a garmin GPS, four weeks ago but it never arrived. I contacted customer service three times and they couldn't/wouldn't trace the package. They blamed the carrier, but they did nothing to rectify the issue or offered a replacement. Only thing they offered was a refund declaration, that I have to physically sign. There is no complaints process and very poor customer service. First time i rang they told me they can't do anything because they ate going home in 5 minutes. So much for German efficiency...
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Answer by bike-discount.de/en
Jul 17, 2023
Dear customer, thank you very much for your order and feedback. Although it is beyond our control, we are very sorry that there seems to have been a problem with the delivery. Unfortunately, our logistics partner is currently unable to tell us exactly where the package is. However, in some cases, packages may not have been scanned correctly in transit or upon delivery. In order to help you, we will need a declaration from you stating that you have not received the parcel. Unfortunately, despite several requests, you have not yet sent this to us. We need this so that we can claim the loss from the courier and arrange a replacement or refund, as we have informed you. Of course we are happy to help. Please send us the necessary documentation now so that we can continue to act on your behalf in this matter. Thank you very much for your understanding.
Nov 8, 2023
Verified review
Gift voucher business processes.
My nephew in the UK gifted me (in Germany) a €100 voucher , with a valid voucher code. I used this online from my home in Germany. The payment went through, using the value of the voucher, and the sale was confirmed. One day later, I received an e mail saying the voucher was not valid and the sale was cancelled. This apparently was because of some issue with a voucher bought in the UK and being used in Germany. Piece of nonsense! Then why allow the purchase of a € voucher if it can't be used in a € country!
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Answer by bike-discount.de/en
Nov 9, 2023
Dear customer, thank you very much for your review. We are really sorry for the inconvenience caused. On our website, in our FAQ, we specifically point out that vouchers can only be purchased and used within Germany. We therefore kindly ask for your understanding.
Jul 26, 2023
Verified review
Number one is to have delivery date
Nummer one is to have delivery date - 4 weeks after paying with credit card and still no bike as summer is passing by . When writing support numerous times a basic answer is received - bike on the way - thanks for your patience . Hopefully bike arrives one day - but this has been a disappointment in regards of holiday plans with new electric bike . If you promise 2-3 week’s delivery time you need to keep it or update it to 4 weeks . Can I please have a delivery date ?
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Answer by bike-discount.de/en
Jul 27, 2023
Dear customer, thank you for your order and your review. We are sorry that the delivery by our logistics partner to your distant delivery country seems to take a little longer than expected. Of course, we can very well understand that you are waiting with anticipation for your bike. I could see that it was already loaded in your delivery country for final delivery. It should arrive to you very shortly. Of course you can always reach us if we can still help you. Thank you for your patience and enjoy your new bike.
Jul 18, 2023
Verified review
I'm very very dsappointed with my bycicle purchase from this shop. First it arrived with missing front wheel axle, probably lost in delivery as whole package was damaged. Then replacement for axle has arrived and finally I had an opportunity to try new bike, on the first drive I have recognized weird sounds while pushing pedals, I took bike to the local shop and they informed that bottom bracket is faulty. Still can't use my bike, very upsed about quality of this bike
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Answer by bike-discount.de/en
Jul 19, 2023
Dear customer, thank you for your order and your feedback. Obviously, major defects occurred due to transport damage. We can understand your disappointment and would like to apologise very much for the inconvenience. Of course, this does not meet our quality standard! Please contact our customer service so that we can help you quickly.
Jun 4, 2023
Verified review
Very bad experience with bike discount! When we order and pay the product their web showe "on stock". After 4 days we got email that the product (DuraAce brake set) is not in stock....And bla bla bla, so hiw sorry they are. Very very unprofessional, not shame to say criminal. They are selling the air in such cases we may conclude. We explained this bad experience to our Rog cycling club in Ljubljana and reccoment to avoid bike discout.
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Answer by bike-discount.de/en
Jun 6, 2023
Dear Customer. Thank you for the feedback. We apologize for the inconvenience. In individual cases, you may be able to order an item that is no longer in stock, but is still listed as "in stock" on our website. This may be due to various reasons, including the fact that it takes some time to transfer the new stock levels between the stock management system and the online store.
Jun 13, 2023
Verified review
Didnt want to match a cheaper price because they said it wasnt immediately avalaible at the other place, but going ahead with the order I still had to wait 14 days for standard delivery ( they said 2-5 days) and paying 15 euro which is like DHL delivery price. Thats 3 minus points in one.
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Answer by bike-discount.de/en
Jun 14, 2023
Dear customer, thank you for your order and your review. Our best price conditions are transparently shown on our homepage. We therefore kindly ask for your understanding.
May 9, 2023
Verified review
I have tried to reach you in different ways, because I want to send a product back to you, but I haven't received any answer yet...
The service to print return labels on your website did not work, you telephone was always busy and I haven't received an answer to my e-mail yet.
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Answer by bike-discount.de/en
May 11, 2023
Dear customer, thank you for your comment. I have reviewed your case. You did not receive a timely response to your email inquiry, which we very much regret. In the meantime, an exchange has taken place. Is there anything else we can do for you? Please contact us via our contact form or by e-mail.
Thank you for your understanding.
Apr 27, 2023
Verified review
Received like this half wasnt in the box, contacted bike discount on mail after 5 days no response so i called they said they will mail me. After 7 days i got a answer that i need to contact dhl.. they should do this and help me but they didnt i lose like 140€ in parts
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Answer by bike-discount.de/en
Apr 27, 2023
Dear customer, thank you for your order and your review. We are really sorry for the inconvenience. We are already in contact with you and of course we will try to clarify the matter and help you! Please contact us at any time if you have any further questions. Thank you very much for your understanding.
Aug 8, 2023
Verified review
The website says speedy delivery but it's a lie
The website says speedy delivery and they charge you for a courier delivery service but after a few weeks my order still hadn't been delivered. I eventually cancelled my order and hope my refund is processed quicker than the falsely advertised delivery.
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Answer by bike-discount.de/en
Aug 8, 2023
Dear customer, thank you for your order and your review. I am sorry that we do not seem to be able to fully satisfy you. I have checked your details. We processed your order immediately and already the next day it was handed over to our logistics partner and was on its way. The package was ready for you at the depot within the delivery time stated in the shop, despite the necessary customs processing for your delivery country. For your delivery country, it is now necessary for you to pay the customs duties, which are pointed out to you in several places in our shop. Our customer service has already informed you about this by e-mail a few days ago. Unfortunately, it seems that you have not paid the customs duties. Perhaps you would like to inform us again by e-mail where the difficulties were, so that we can help you? Thank you very much.
Nov 14, 2023
Verified review
I bought a product that got cheaper overnight. They didn't bother to take my
2nd email into consideration and i received no answer. No refund with the 3 euro difference. But It's about principle, not money.
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Answer by bike-discount.de/en
Nov 15, 2023
Dear customer, thank you for your order and comment. We are indeed able to adjust our prices. We regularly offer new and excellent deals to our customers. Price adjustments are standard practice and sales are made at the price in effect at the time of purchase. We have checked your details: In this case, we will refund you the difference once as a gesture of goodwill. However, please note for the future that the current price will always apply and is binding, and that offer prices announced subsequently cannot of course be claimed retrospectively. Thank you for your understanding.
Apr 22, 2023
Verified review
I ordered shoes and made a size mistake. It was MY mistake. I contacted CS and asked to change the size WHILE THE SHOES WAS AT YOUR PREMISSES, but although several calls and e-mails, you sent the wrong size
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Answer by bike-discount.de/en
Apr 24, 2023
Dear customer, thank you for your order and your review. We are sorry for the inconvenience that occurred. We process our customers' orders as soon as possible so that they arrive quickly. Therefore, please understand that an order that is already in our logistics can no longer be processed, even if it is still in our house. Unfortunately, this is not possible due to technical process reasons. Thank you very much.
Aug 4, 2023
Verified review
Nefasto el servicio por DHL, ya es la segunda vez que no llaman a casa y simplemente pasan de largo y tengo que ir detrás de ellos
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Answer by bike-discount.de/en
Aug 7, 2023
Estimado cliente, gracias por su pedido y su comentario>. Lamentamos saber que no ha quedado satisfecho con la entrega por parte de nuestro socio logístico. Estaremos encantados de transmitirle sus comentarios. Un consejo: ¿Sabía que con nosotros puede elegir entre diferentes empresas de transporte?
Gracias por su comprensión.
Aug 7, 2023
Verified review
Some products were out of stock and I was not informed about that. Only after 5 working days I receive an email and after two days one more product from my order list was out of stock. I receive a refund for the products which were out of stock. The package was sent but I was not asked do I still want it.
If I had known that not all products were available, I would have searched elsewhere.
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Answer by bike-discount.de/en
Aug 7, 2023
Dear customer, thank you for your order and feedback. We are very sorry that some items were out of stock. While we are proud of our excellent delivery performance, this is due to a rare stock error, and we seem to have made a communication error. Please accept our apologies for this as well.
Thank you for your understanding.
Jul 7, 2023
Verified review
Missing package
My package was delivered. Unfortunately my neighbour stole it.
I contacted the delivery company, my neighbour, the police and your customer service.
The webshop answered they cant send a new package for free, understandable. I asked if we can split the cost 50/50. The answer was "no".
Thats how you loose a loyal customer who spent tens of thousands of euros over the past 7 years.
Bye
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Answer by bike-discount.de/en
Jul 7, 2023
Dear customer, thank you for your order and your review. It is of course a pity that such an incident has occurred, and we are sincerely sorry for you. I have checked your details: I cannot comprehend the information you share here about your customer account. We always strive to find the best possible solutions for all our customers when a problem arises. However, unfortunately our hands are tied in this case: You have issued the transport company with a full authorisation to deposit the parcel without personal delivery. In this case, you waive all claims if there were any problems with the delivery as a result. Likewise, in this case we cannot assert any claims against the logistics partner on our part and cannot open a delivery complaint. For our part, we therefore recommend all our customers that they give careful consideration to the issue of a delivery permit in this form, because it may be critical.
Of course, we are always happy to answer your questions and suggestions, if we can help you further.
We appreciate your understanding.
Jun 3, 2023
Verified review
Scam! Bought a groupset and received an empty box. Customer service is an absolute joke to deal with and not helpful at all.
Update: Received refund, but only after threatening to take the issue to credit card company. Didn't even receive apology. Wouldn't call it exactly amicable, but they have to try to make themselves look good. Can't recommend bike-discount.de to anyone
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Sep 30, 2023
Verified review
Missing parts of E-bike
Hello, I received order 05092302408 on September 29th, which is a Cube reaction hybrid race 750 e-bike and after charging the battery, when I try to ride it, it turns off. It was then that I noticed that the speed sensor magnet was missing. I've looked thoroughly in the shipping box and haven't found it. I ask that you send me the part as soon as possible. Thanks
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Answer by bike-discount.de/en
Oct 2, 2023
Dear customer, thank you for your order and your review.
We are so sorry that there seems to have been some inconvenience. I have checked your information: a shipment with the missing part has already been prepared. Thank you for your patience and understanding.
Jul 10, 2023
Verified review
I wrote to support several times asking for a response on my new order. I needed advice on a product, whether it is suitable or not. My letters to me were ignored. I didn't get any answers.
You have a very nice store, but please respond to customers even if you don't know the answer or don't provide such a service as advice, although this is strange.
Thank you
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Answer by bike-discount.de/en
Jul 12, 2023
Dear customer, thank you for your order and your review.
We are sorry that you were not completely satisfied. I have checked your information and could see that our customer service has replied to you. Perhaps there was a technical error with further messages from you? Is there anything else we can do to help you? Please do not hesitate to contact us again. A tip: You are also welcome to contact us by phone.
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