Ascent Bicycle Avis 

Réponse de Ascent Bicycle

15 mai 2026

Hi Jack,

Thank you for taking the time to share your experience with us. We’re truly sorry to hear that the return process did not meet your expectations and that this situation left you feeling disappointed.

We understand how frustrating it must have been to experience a longer delivery time and then learn that returns are processed through our international facility in Sweden. We sincerely apologize for any inconvenience or misunderstanding regarding this process. We agree that transparency is important, and we appreciate your feedback regarding the return information on our website.

As an international brand, returns are currently handled through our central return center, which can sometimes result in higher shipping costs and longer processing times. That said, we completely understand your concerns, and your comments have been noted and will be shared with our team as we continue working to improve the customer experience and make our policies clearer and more convenient.

We genuinely value your feedback and would appreciate the opportunity to review your case further. Please feel free to contact our support team directly with your order details so we can see how we may best assist you.

Thank you again for your honest feedback, it helps us improve both our service and communication.

Best regards,
Customer Support Team

Réponse de Ascent Bicycle

15 mai 2026

Hi Debra,

Thank you for taking the time to share your experience with us. We’re truly sorry to hear that the seat did not provide the comfort you were hoping for and that you felt your concerns were not properly addressed.

We sincerely apologize for the frustration caused by the lack of communication regarding your refund request. We understand how disappointing and upsetting it must have been to feel ignored after reaching out multiple times. This is certainly not the level of service we aim to provide to our customers.

We also appreciate you bringing this matter to our attention. Your feedback regarding both the product experience and our customer support process has been noted and will be shared with our team for further review and improvement.

Please know that we genuinely value every customer, and we would appreciate the opportunity to make this right. We kindly ask that you reach out to our support team once more with your order details so we can review your case directly and work toward a resolution for you.

Thank you again for your honest feedback. It helps us continue improving both our products and customer experience.

Best regards,
Customer Support Team

Réponse de Ascent Bicycle

14 mai 2026

Hi Lauren,

Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience and understand how frustrating this situation has been for you.

We sincerely apologize that the return process and shipping costs did not meet your expectations. We understand your concerns regarding the $45 return shipping fee, and we regret that this has left you feeling disappointed with our 30-day money-back guarantee. This is certainly not the experience we want our customers to have.

As an international brand, returns are currently processed through our central return facility, which can sometimes result in higher shipping costs depending on the customer’s location. That said, we completely understand your frustration, and your feedback regarding both our customer service and return policy has been noted and will be shared with our team as we continue working to improve the experience for our customers.

We truly value your feedback and would appreciate the opportunity to make this right. Please reach out to our support team directly with your order details so we can review your case further and see how we may best assist you.

Thank you again for your honest feedback and for bringing this to our attention.

Best regards,
Customer Support Team

Réponse de Ascent Bicycle

10 mai 2026

Hi Michael,

Thank you for taking the time to share your experience. We’re genuinely sorry to hear that the seat has not met your expectations and that the shipping experience has caused you frustration.

We completely understand how concerning and disappointing it must feel to wait several weeks without receiving clear delivery updates. This is certainly not the experience we want for our customers.

We also appreciate your feedback regarding the tracking service and shipping visibility. International shipments can sometimes experience delays while moving between logistics facilities and local distributors, which may result in limited or delayed tracking scans. We understand how frustrating and confusing this can be.

Regarding the tracking status, “ready for handoff to distributor” means the parcel is currently waiting to be transferred to the local delivery carrier for final delivery in your area.

Please know that our support team has been actively monitoring your shipment and providing the latest updates available from the carrier network. We truly appreciate your patience while the shipment continues through the delivery process.

Thank you again for your honest feedback, it helps us improve both our service and communication for our customers.

Best regards,
Customer Support Team

Réponse de Ascent Bicycle

7 mai 2026

Hi Sparky,

We’re sorry to hear about your experience and understand your frustration.

We can confirm that we are a real customer support team and we always aim to assist every order-related concern as quickly and clearly as possible. We do not ignore customer issues, and we’re here to help resolve any problem with your order.

We’ve checked your message, but we’ll need your order details to look into this properly and provide a clear resolution. Please contact us directly at our support email so we can review your case and assist you further.

We appreciate you bringing this to our attention and would like the opportunity to make this right.

Kind regards,
Customer Support Team

Réponse de Ascent Bicycle

2 mai 2026

Hi Jeff,

Thank you for taking the time to share your experience, and I’m truly sorry for the frustration this has caused.

I completely understand how concerning it is to see your tracking still stuck on “awaiting shipment” after 11 days, especially when you’ve already reached out multiple times and haven’t received clear or consistent answers. I also apologize for the incorrect name in previous communications, that’s not the level of accuracy or care you should expect from us.

At this stage, a tracking status showing no movement usually means the parcel has not yet been fully scanned into the carrier’s network, or there has been a delay at the handover stage. Either way, I understand this is not the experience you were expecting, and it leaves you without the clarity you deserve.

I want to assure you that your order has not been forgotten, and I’m going to make sure this is properly reviewed so you receive a clear update on its exact status as soon as possible.

If there is any further delay or issue with dispatch, we will make sure you are offered a fair resolution without any additional back-and-forth.

Thank you for your patience, and again I’m sorry for the inconvenience this has caused.

Kind regards,
Customer Support Team

Réponse de Ascent Bicycle

1 mai 2026

Hi Frannie,

Thank you for taking the time to share your experience, and I’m truly sorry for the frustration this situation has caused.

I completely understand how disappointing it must have been to receive a saddle that didn’t fit your expectations and then learn about the return process, especially the cost and inconvenience of sending it internationally. I can see why this would make the 30-day satisfaction guarantee feel misleading, and I’m very sorry for that experience.

As an international brand, returns are currently handled through our central facility, which can result in higher return shipping costs. That said, your feedback is absolutely valid, and we are actively working on improving this process to make it more convenient and fair for our customers.

Regarding the partial refund offers, these are meant to provide a quicker and more cost-effective alternative to returning the item, but I understand that this may not have met your expectations.

We would genuinely appreciate the opportunity to make this right for you. If you’re open to it, please reply with your order details, and we will review your case again to see what more we can do to reach a resolution that feels fair.

Thank you again for your honest feedback, it truly helps us improve.

Kind regards,
Customer Support Team

Réponse de Ascent Bicycle

28 avr. 2026

Hi Mr. Alaric,

Thank you for taking the time to share your experience.

We’re genuinely sorry to hear that the saddle did not meet your expectations and that it hasn’t provided the level of comfort you were hoping for. We understand how frustrating and disappointing that can be, especially after giving it a proper try.

Comfort can vary significantly from rider to rider, but we fully recognize that this hasn’t delivered the experience you were looking for. That’s certainly not what we want for our customers.

We also appreciate your honest feedback regarding your experience. Your comments have been noted and will be shared with our product team for further review.

We’d really like the opportunity to make this right. Please feel free to reach out to our support team directly with your order details so we can review your case and see how we can assist you further.

Thank you again for your feedback, it truly helps us improve.

Best regards,
Customer Support Team