Koo Bikes Avis 18

I bought a new motorbike and needed some disk locks. I ordered them from Koo and waited for them to arrive. Three weeks on and the items still haven't arrived. Koo haven't responded to any emails.

I'm now forced to claim the money back.

To top it off, my motorbike was stolen last week. Whilst I can't place the blame of this on Koo - if the disk locks had arrived in an appropriate time frame, I'd have been using them and would most likely still have a bike.

* * * Buyer Alert * * * Before you buy anything from Koo Bikes, read the rest of this review.

I purchased a new pair of road shoes from this seller off eBay. When I got the shoes, they were a "wide" size version which I did not order and didn't match what was described in the ad. I contacted the seller stating the problem which they promptly replied saying that they would refund my money AND pay for the shipping back to them.

I live in the United States. Koo Bikes is in the United Kingdom. I knew that the shipping was not going to be cheap. I went to the FedEx office in my town to have them shipped back. It ended up costing me $89. I was fully expecting to be reimbursed as so stated by the seller which I still have in my email inbox. Once I notified the seller what the shipping cost was, I was told that I wouldn't be reimbursed for the return shipping cost of $89. I was told "at that time" under a policy that Koo Bikes has that I had "NO knowledge of" and "wasn't made aware of" that they would only agree to reimburse me for $35.

It should be very obvious at this point that I was cheated and lied to about the refund. I emailed them several times afterwards saying that I have the very email from them stating that I would be reimbursed fully, but they have "never" replied back with any response meaning that I have now been stuck with the full expense of the return shipping cost based on "their" mistake (not mine) of sending me the wrong size of shoes.

Now think about this again. Buyer buys shoes. Buyer receives shoes. Buyer finds out shoes are not what he ordered and are not as described as such in the eBay ad. Buyer ships shoes back to seller "understanding" that he would be reimbursed for the shoes AND the shipping cost. Buyer finds out that he won't get shipping cost refunded back to him due to a policy the buyer never knew anything about when he was told earlier that he would and has proof of it. I can't spell it out any simpler than that.

I have been lied to about the return cost reimbursement "all because of their mistake". I don't believe that is how anyone does business let alone how anyone should treat anyone else. If you are a seller of any sort, you are obligated to set "everything" right if it is "your mistake". This is a case where they admitted making the mistake and said that they would make it right, but they lied and didn't make it right.

Any questions?

Don't expect to be refunded for your shipping cost back to Koo Bikes if they send you the incorrect item.

I ordered a Lazer Monroe Helmet from Koo Bikes. I ordered it on a Sunday evening and it arrived Saturday afternoon by Royal Mail. The helmet is perfect and comes with a matching cycling cap and a drawstring bag to keep the helmet in.
Koo bikes (Jemma) responded to my email promptly and I would have no hesitation with using Koo Bikes again.
Great product, great price and good comms from the company.

I live in South Africa. I found Koo bikes through price on Amazon. I emailed requesting a product not yet released in our country. The were 20 Pounds cheaper than anyone else for the same product. Jemma confirmed price, got the product. I paid (hesitantly) through PayPal and here it is.

Although I had never heard of them, and only seen a few (uncomplimentry) reviews I have had fantastic service from them. I highly recommend them and will use them again.

Grant

My order never arrived, even after accepting that I'd have to wait three weeks. I was subsequently offered it at another time, but yet again was let down! I asked for a refund and it would appear this I also going to take a long time!

I looked around the web for a LAZER WASP Air Time Trial Helmet at a bargain price, they normally retail between £289 and 299, very expensive indeed. I stumbled upon KOO BIKES who were advertising the helmet at £162.49, a mssive saving. I looked around but couldn't find a company that could match this. Just when I thought the price was cheap enough I signed up to their mailing list and received a code through for another 10% off, bringing the final price down to £146.24. so I paid with Mastercard. I then became worried after reading some of the horribe reviews on trust pilot and emailed Koo Bikes a couple of times with no reply, so I telephoned Koo Bikes, I spoke with Jemma Grant who put me at ease saying the helmet was posted (despite the website saying progressing) and that it should arrive in a day or two. The helmet arrived via standard Royal Mail delivery (no tracking).She stated the issues with their I.T. were down to a lightning strike some time ago, and that their systems were still not perfect. My concerns were not needed, the helmet arrived and was perfect, in a beautiful lazer box with spare visor and bag. One of the best cycling bargains I have ever had. I would recomend to a friend. If you feel uneasy why not phone the company, they will put your mind at ease. Even add signed for recorded delivery for extra piece of mind. But don't be put off by the other reviews. As for their IT, again whilst on the phone why not ask for an email address that is working for correspondence.

Absolutely appalling service. Took 2 weeks for them to tell me item ordered wasn't actually in stock, yet item is still listed for sale. 3 weeks aftet purchase I have no refund. They will not reply to my emails. I contacted them on Facebook only to be blocked and have my messages deleted.
I will be reporting Koo bikes to trading standards.
Please refund my money you owe me.
Check other reviews about Koo bikes to see many other similar cases, also check their Facebook to see many other complaints about items not received and money not refunded.

I bought a bike helmet for my son - which I and my son are delighted with! Great quality product. I contacted Koo Bikes before I purchased to enquire about sizing and received a helpful reply. I got the helmet at sale price so was happy with that. I got free delivery also. Dispatch was slow, I had to contact Koo to ask where my item was. Again, I received a helpful reply and my item was shipped on an upgraded service as an apology. There was also confusion over a promotional discount but after I enquired I was refunded with no issues. Not the smoothest sale but a good customer service experience which I appreciate. Would use again

Ordered an item. Order confirmation stated it would be tracked and delivered in 3 days.
A week later it had not arrived (which is fine, no biggy)
So I emailed in query. No response.
A few days later I emailed again. I got a response which was to wait until the new week and if it still had not arrived to contact. (fair enough, I'll give them the benefit of the doubt. Sometimes postage can go array)
The next week it still hadn't arrived so emailed again and was given a full refund and told "I will look into this issue and find out what has happened."
Very good, I got a refund. And I think anyone would deduct from the 2nd part that once the issue had been resolved they would tell me what it was and I would receive the item.
A few days later no response so contacted them again and was told the item was NOT tracked (but I was told it WAS tracked????) but they have opened a claim with the royal mail.
I said I wasn't satisfied and was THEN told the reason I hadn't received my order was because it wasn't in stock and that is why I got a refund.
SO, "A" it had gone over 3 weeks with no item received with which I was told it hadn't been traked but they had told the royal mail it was lost?
And "B" it then turned into it was never posted because it wasn't in stock but it took 3 weeks of my badgering you for you to tell me this and we aren't going to offer you a replacement but we will respond in clipped emails that only give the impression of "we are not going to offer you anything so go away".
Will not be handing over money to this company again.

Must add, as stated by other reviewers that one customer service assistant was very pleasant to deal with (if still not informing me about what had happened) but the other person, the one I had the most contact with had no interest in resolving my query except to make me go away.

Ordered a pair of tyres at a bargain price....one week later nothing so I message them to recieve an excuse that they don't have stock even though the website says otherwise.

After talking to other people it turns out that if they mess up this is the standard response to fob off customers with an inferior product.

Shame really as I like to help out local independants but I would not recommmend these to anyone, such a shame!

I bought an Helmet which was on sale almost 3 weeks ago, after I didnt receive anything I did sent an email and also gave them a call this week. First person I spoke on the phone ( (name)) was really helpful and said he will send a replacement as soon as possible but later I received an email from [name] who I believe a customer service assistant ( even I asked she didnt gave her title), she said she refunded my money and [name] was wrong about the stock levels ( which it was a complete LIE, I could still see their listings for the same product on their website, Ebay and Amazon. The truth is I bought the item for a really good price, most probably they made a mistake with pricing and they didnt want to sell me the item for that price, [name] might think she saved couple of pounds for her company but they lost a customer who spends hundreds of pounds a year for cycling equipment, shame... And I believe I am not the only one here experience the same issue... I dont recommend...

As per above, I had a great experience with these guys and will continue to use again and again and again. Good work Koo Bikes!

I'm now forced to leave this seller after being a loyal customer for many years.The ordered items were processed and not dispatched for longer than a month. I asked Koo-Bikes for a reason for the abnormal behavior and got some indistinct response about problems with web-site and assurances that the items were in fact definitely dispatched. Finally, I have never got the ordered items and have got a refund form PayPal. I strongly believe that Koo-Bikes have never dispatched my items. My many years’ experience with Koo-Bikes says that all orders always show up in a week or a bit longer. Mistakes could happen, here I feel it was a fraud. Disappointment, not recommended.

Having recently ordered a cycle helmet (much better value than anywhere else on the web), after a week it hadn't turned up. Having spoken direct to Koo Bikes I was informed that the item had been sent some 5 days earlier. After a few more days, a couple more phone calls and still no sign of the helmet, koo-bikes reordered the item and due to being in Plymouth, I was able to collect. Probably fault of the Post office and although whole process took 10 days, I would have no hesitation in recommending.

Just ordered a couple of parts and everything went very well.

In fact on a sprocket, I did not catch that it was a spline drive and would not be the best fit for my cranks. I was able to cancel the order without any problems before it shipped.

They have been very responsive and helpful via email.

I would buy from them again.

Nothing bad to say, except that they had a little bug in the system that showed all of my orders as "in packing" eventhough they already were sent.
I will definitely buy from them again.

Best bike-gear e-shop outthere. Easy to obtain koo-points and get items cheaper. Will most definitely order stuff for my bike again. Lightning quick shipping also. Thanks