Ascent Bicycle Avis 

Réponse de Ascent Bicycle

2 sept. 2026

Hi Casey,

Thank you for taking the time to share your experience with us. We are genuinely sorry to hear about the difficulties and frustration you encountered with your return request.

We completely understand your disappointment. You purchased the saddles expecting them to provide the softness and comfort described on our website, and we are sorry they did not meet your expectations. We also acknowledge how frustrating it must have been to request a return promptly, provide the photographs as requested, and then receive multiple offers to keep the products when what you wanted was simply to return them.

We understand your concerns regarding the return address as well. Being presented with a return address in Sweden when you had seen a Wyoming address listed on our website could understandably cause confusion and make the process feel unnecessarily difficult. We sincerely apologize for the inconvenience and uncertainty this created.

We also respect that you declined the discount offers. You were requesting a return, not another discount, and we should have made the process clearer and easier for you.

We would really like the opportunity to review your case and see how we can assist you further. Please reach out to our Support Team directly with your order details and return information so we can review your case and work toward an appropriate resolution.

Your feedback regarding the product comfort, return process, communication, and information displayed on our website has been noted and will be shared with the relevant team for further review. We take this feedback seriously and will use it to help improve our products, policies, and customer experience.

Thank you again for bringing these concerns to our attention. We sincerely regret that your experience did not meet your expectations and appreciate the opportunity to address the matter.

Best regards,
Customer Support Team

Réponse de Ascent Bicycle

1 sept. 2026

Hi there,

Thank you for taking the time to share your experience with us. We’re genuinely sorry for the frustration and disappointment caused by the return process.

We’re glad to hear that you found the saddles comfortable and that the overall quality met your expectations. At the same time, we completely understand how concerning it must have been to discover that the return address listed on our website differed from the address provided when you contacted us. We sincerely apologize for the confusion and inconvenience this caused.

We also understand your concern regarding the cost of returning a saddle internationally. A return shipping cost of approximately $50 is certainly significant, and we appreciate why this would make you hesitant to purchase from us again. Your feedback regarding the return address, shipping costs, and clarity of our return policy is important, and we will make sure it is shared with the appropriate team for review.

We’re also pleased that our team was able to offer you a courtesy discount toward keeping the second saddle, although we recognize that this does not fully resolve the concerns you experienced.

We want our customers to feel confident not only in the products they purchase from us, but also in the support they receive if something doesn’t work out. We’re sorry that your experience fell short of that standard.

We would really appreciate the opportunity to review your case further and see how we can assist. Please feel free to reach out to our support team directly with your order details so we can take another look at your situation.

Thank you again for your honest feedback. It helps us identify areas where we can improve and provide a clearer, more convenient experience for our customers.

Best regards,
Customer Support Team

Réponse de Ascent Bicycle

1 sept. 2026

Hi Martin,

Thank you for taking the time to share your honest feedback with us. We’re truly sorry to hear that the seat did not provide the comfort and fit you were hoping for.

We completely understand how frustrating this must have been, especially when you experienced chafing after a relatively short 14-mile ride. We also appreciate you mentioning your back issues. Everyone’s body, riding position, and comfort needs are different, and we understand that a seat that works well for one rider may not be the right fit for another.

We’re glad to hear that you found the seat to be well made, but we sincerely regret that the lack of flexibility and the shape of the padded horn affected your riding experience. Your comfort is important to us, and we understand why you would prefer the seat you previously used if it fits you better.

We truly appreciate you bringing these details to our attention. Your feedback regarding the firmness, padding, and overall fit is valuable and will be shared with our product team as we continue working to improve our saddles for different types of riders.

We would also be happy to review your order and see how we can assist you further. Please feel free to contact our support team with your order details, and we’ll do our best to find a suitable solution for you.

Thank you again for your honest and thoughtful feedback. We sincerely apologize that the saddle did not meet your needs, and we appreciate the opportunity to address your concerns.

Best regards,
Customer Support Team

Réponse de Ascent Bicycle

1 sept. 2026

Hi Larry,

Thank you for taking the time to provide this update to your review. We sincerely apologize for the frustration and disappointment you experienced during the return process.

We completely understand why you would be upset after paying $61.04 in return shipping and then not receiving reimbursement for the $65 saddle purchase or the return postage. We recognize that, from your perspective, being faced with an unexpected international return cost can make the overall experience feel very discouraging.

We also understand your concern regarding the return address information displayed on our website. We’re sorry if the information you encountered did not clearly explain that certain returns are handled through our facility in Sweden. We agree that return requirements and any associated costs should be communicated as clearly and transparently as possible before a customer makes a purchase. Your feedback is important, and we will raise this concern with our team for review.

We’re especially sorry that this situation has left you feeling that you have spent approximately $130 without a satisfactory resolution. That is certainly not the experience we want our customers to have.

While our team must follow the applicable terms of the return policy, we do genuinely value your feedback and understand your concerns. We will continue looking into ways to make our return process clearer, more convenient, and fairer for our customers.

If you’re willing, please reach out to our support team with your order details so we can review your case once more and see whether there is anything further we can do to assist.

Thank you again for bringing this matter to our attention. We sincerely regret the frustration this experience has caused and appreciate the opportunity to address your concerns.

Best regards,
Customer Support Team

Réponse de Ascent Bicycle

28 août 2026

Hi there,

Thank you for taking the time to share your experience. We’re very glad to hear that you’re enjoying the comfort of the saddle, and we sincerely appreciate your honest feedback regarding our website and customer service.

We completely understand your frustration with the order being duplicated due to what appears to have been a website issue. Since you contacted us immediately after noticing the duplicate order, we understand why it was disappointing to be told that the order could no longer be cancelled, particularly when the order was not labeled or shipped until several days later.

We’re sorry that we did not handle your cancellation request more effectively. We understand that this left you feeling that your concern was not properly heard or addressed, and this is not the level of service we want to provide.

Your feedback regarding the website issue, order processing, and cancellation communication has been noted and will be shared with our team for further review. We are continuously working to improve our ordering system and make sure cancellation requests are handled as clearly and promptly as possible.

We would really appreciate the opportunity to review your individual case. Please contact our support team with your order number and the email address used for your purchase, and our team will review the order history and see how we can assist you further.

Thank you again for your kind words about the saddle and for bringing these concerns to our attention. We sincerely apologize for the inconvenience and appreciate your feedback as we work to improve our customer experience.

Best regards,
Customer Support Team

Réponse de Ascent Bicycle

22 août 2026

Hi there,

Thank you for taking the time to share your experience. We’re genuinely sorry to hear about the frustration and disappointment you experienced with the bike shorts and, especially, the difficulties you encountered while trying to arrange your return and refund.

We understand your concerns regarding the product quality. You purchased the shorts expecting them to meet the standards presented at checkout, and we’re sorry they did not meet your expectations in terms of the fit, material, and overall quality.

We’re also very sorry that the return and refund process became so drawn out. We understand how frustrating it must have been to go back and forth with our support team for weeks, particularly after you had already explained that you did not want to keep the shorts or accept a partial refund. Having a full refund promised and then not seeing it completed, followed by a lack of communication, is understandably disappointing.

We take your concerns seriously, and we’re sorry that your experience left you feeling that your concerns were not being heard. This is not the level of service we want to provide. Your feedback regarding the product, return process, communication, and refund handling has been noted and will be shared with our team for further review.

We would really like the opportunity to look into your case and make sure the matter is properly addressed. Please contact our support team with your order number, the email address used for your purchase, and any previous correspondence regarding the refund. Our team will review the history of your case and assist with the appropriate next steps.

Thank you again for your honest feedback. We sincerely apologize for the inconvenience and frustration this experience has caused, and we appreciate the opportunity to address your concerns.

Best regards,
Customer Support Team

Réponse de Ascent Bicycle

21 août 2026

Hi Robert,

Thank you for taking the time to share your experience. We sincerely apologize for the condition in which your product arrived and, especially, for the lack of response when you contacted our support team.

We completely understand how disappointing it must have been to receive your order with a cut in the side cover, particularly when the outer packaging was also visibly damaged during transit. You should have received your product in proper condition, and we’re sorry that this was not the case.

We’re also very sorry that you reached out to us about the damage and did not receive a timely response. Having an issue with your order and then being unable to get assistance is understandably frustrating and is not the level of customer service we want to provide.

We appreciate you bringing the packaging and shipping damage to our attention. Your feedback has been noted and will be shared with our fulfillment team so that the packaging and handling process can be reviewed.

We would really like the opportunity to make this right. Please contact our support team with your order number, the email address used for your purchase, and photos of the damaged product and packaging. Our team will review your case and assist you with the appropriate resolution.

Thank you again for your honest feedback. We sincerely regret the inconvenience this has caused and appreciate the opportunity to address your concerns.

Best regards,
Customer Support Team

Réponse de Ascent Bicycle

20 août 2026

Hi David,

Thank you for taking the time to share your experience. We’re genuinely sorry to hear how frustrated and disappointed you are with your experience with Ascent.

We completely understand your concerns, particularly regarding your attempt to cancel the order shortly after placing it and the difficulty you experienced getting a timely response. We recognize how frustrating it must have been to feel that your request was not addressed before the order was processed.

We’re also sorry that our return process has left you feeling that our 30-day money-back guarantee was difficult to use in practice. We understand your concern about international return shipping costs and how those costs can make returning a product impractical in some circumstances. Your feedback regarding the return process and the clarity of our policies has been noted and will be shared with our team for further review.

We also acknowledge your concerns regarding payment processing and recurring payment authorization. We understand why this would cause concern, and we’re sorry that you felt you had to take additional steps to protect yourself after placing your order.

Most importantly, we’re sorry that your experience has affected your trust in our company. We do not want any customer to feel ignored or unsupported, and we recognize that simply receiving a standard response is not enough when someone has a specific unresolved concern.

We would genuinely appreciate the opportunity to review your individual case and see how we can assist. Please contact our support team with your order number and the email address used for your purchase. Our team will review your order history and the circumstances surrounding your cancellation or return request and provide the appropriate next steps.

Thank you again for your honest feedback. We take your concerns seriously and will use them to help improve our communication, cancellation process, and return experience for our customers.

Best regards,
Customer Support Team