Dear Marcin, I highly appreciate your feedback but there are few things you left out of the review and I will highlight them so other people reading this can see the whole picture of the case and judge if the situation was handled professional or not. You have ordered the bike in one color which turned out to be out of stock but we offered same bike in different color. This model comes in 2 different gearing options - 3 speed or 8 speed. You have picked the bike which has 3 speed hub instead of the one 8 speed as you initial ordered previously. Since it is exactly the same bike geometry wise and parts list is listed on the website next to each color without further questions we processed your order and it was delivered to you shortly despite the fact we shipped you almost 100Eur more expensive bike due to higher specs and did not even ask you to pay anything extra for that since the situation was not great and we wanted to satisfy you without getting into the details. At the moment of the bike arrival you discovered that it is not the gearing option you liked and we took the blame on us and admitted that it is our mistake that we did not reach out to you and did not double check that you are aware of different gearing options. Afterwards we have offered other alternatives and have been willing to exchange the bike to another bike in case you like to. But you refused that and requested a refund. Therefore we have organised pickup from you for the bike you did not want. We did collection at no cost at all and when the bike got collected you asked for a refund. Refunds can only be issued once the bike is received back since we don't know if you have actually sent us the bike we sent you or something else, because that has happened to us in the past when we receive empty box or something else with the same weight and are left with no bike and no money. So only after we have received the bike we could process it for the inspection and refund. The bike has arrived with us on 24th of April and because of high amount of orders we are unable to inspect the bike right away, besides there has been several public holidays after the bike has been back. So what we have done is that we have inspected the bike and put it in the list for refunds and we have had 14 days to issue a refund. But before reaching the deadline you have started the chargeback with your bank by requesting the amount back from the credit card company. You informed us that you are going to do that and we have recommended not to do it since that can prolong the process since now the bank has to check all the details with us and it can take up to additional 30 days and it was completely unnecessary from your side. Telling that we are unprofessional is really painful to see since we have been with you in communication along the way and have given details to any of your questions. You have asked for refund before we received the bike back and we simply can't do that at no cost. There are procedures we need to follow and in our opinion everything was handled professional and we can also back up our side of the story. I don't see a reason why would you start the legal action since we haven't done anything illegal. We would have refunded the money within 14 days but you have started the case with your bank and now the amount is frozen for the time being while there is the ongoing investigation from your bank to who we will provide all the information upon the request but we can't refund it any more. Hope this highlights the whole situation. Simple Bike Store Team
Dear Semen, Sorry to hear that the brake disc has been bent. Usually for small misalignment it can be fixed with the tool at home or at the local bike shop. Since we could not ship the bike directly to Serbia it traveled trough several fulfilment centers and this could have happened. Box does not necessarily need to be deformed since it can happen during the transit since the wheel is placed next to the frame and despite protection such things can occur. This is unfortunately the risk we have once shipping to destinations that are not standard destinations but we are doing our best to make sure it is well protected. Once again apologies for inconveniences caused. Simple Bike Store Team
3 Rochussenstraat A
Rotterdam 3015 EA
• Anyone can post a review, however all reviews will need to comply with our terms of use and the privacy policy
• We perform automated and manual checks to prevent false reviews as much as possible
• Reviews written on your own initiative are immediately shown online and verified within 72 hours
