Reviews for Simplebikestore

Dear Anton, Sorry to hear about the wrong product shipped. We have reached out to you by email by offering to collect the wrong color and ship the correct one but never heard back from you. We would be more than happy to solve this and sorry for the inconveniences caused! Simple Bike Store Team

Dear Mickael, I am not sure why are you willing to fight. We would prefer to hear back from you on our email we have sent to you on August 24th. Based on this review you are saying that we are ignoring you but we are not getting any answers... Here are the facts to clarify the situation: You have place and order and we have shipped the bike to you via DHL. During the transit the fender stay has been bent/damaged (as fas as we are aware bike is intact). Since it is part that costs no more than 10Eur we have asked you to bring the bike to the nearest bike shop and have them to replace the stay since you would need someone to assemble the bike for you anyways and we would reimburse the cost for the repair. In case they don't have this part we have offered to send the replacement but you are not responding to our email. In order to claim any insurance from DHL it needs to be checked trough at the bike shop but you are refusing to do that. If you are not cooperating with us we are unable to help as there are procedures in place that you need to respect in order to get support from our side. You can't take the position where you don't care about anything and then posting bad reviews that we are not doing anything and threatening us with the law. We know the law and it works both ways. We have rights to deliver the spare parts in order to have the full working product, we have proposed this to you but there are no answers form your side. Other than that we are unable to issue a refund unless we haven't received the product back. I am sorry for the situation but I believe that the situation is rather easy to solve instead of wasting time on bad reviews instead of answering our emails and working towards the solution. I am sure if you will cooperate we will find a way as we have already proposed to you. Simple Bike Store Team

Dear Jason, Let me clarify the whole situation point by point: 1. July 21st in the midnight you emailed us that you are interested in this bike and asked for availability since it was marked as Pre-Order. You have received the answer within 15 minutes in the the same night about the fact it is available and that it can be shipped out upcoming week. Here is the quote from my answer: "We can ship it out before the end of the next week and it should arrive a few days after it is shipped." System at that moment stated that we would ship it in 2-10 working days! 2. You placed an order on July 22nd in the midnight so your order was processed same night and bike was ordered from the supplier. 3. July 25th after opening hours you have sent another email asking when the bike will be shipped and we have replied to you within 1h that the bike will be shipped shortly and you will be receiving track and trace as soon as it is done. Here is our "snarky" answer to your email: "Hi, Since order has been placed on Saturday we have only had 1 working day to process orders as the shop is closed on Sundays and Mondays. I am sure it will be shipped later this week. Once it is shipped you will receive track and trace." And you responded with following: "Thank you for the prompt reply, and sorry for the over-enthusiastic query :)" Did not feel like you did not hear an update from us!? 4. July 29th you have emailed us informing us that you would like to cancel the order, and the reasoning behind is following: "A bike that my daughter originally preferred came back in stock in our local bike store and I'd like to support them with a sale." Since the bike was already handed over to the DHL on Friday and email came on Saturday there was nothing we could do about it any more and we have mentioned that to you 40min after your cancellation email. In this email I have mentioned that only way to cancel it is if you pay 20% cancelation fee because the bike was ordered for you from the supplier and you agreed to our Terms and Conditions for the pre-order. That is mentioned on your invoice as well and you where well aware of it. Besides we need to recover the expenses for the shipping as the bike was already with DHL and they can't simply turn the shipment around. To summarise - your given information is not reflecting the real situation. Based on your email you tried to convince us that by EU Law you have rights for free return. But let me be perfectly honest - if the product is shipped and you decide to support another shop once you have placed a Pre-Order I can't seem to understand on what grounds the returns should be free of charge? Besides comment on assembly. You have asked us the following question: "What is the assembly level the bikes are delivered in?" And our answer was the following: "It comes 85% assembled. You should install a front wheel, handlebar, pedals, and saddle. Do some basic adjustments." I am sure that the answer to your question is what you have asked us. If you would have asked if you can do it yourself I would have replied different but that was the question and you got an answer. I can't comment on each persons skills and we usually recommend to assemble the bikes at the local shop to ensure that the bike is safe for public roads and do not endanger the user. I am very sorry for your experience but I will allow customers to make their decision based on your review by telling that you would never recommend to buy from us. You have placed an order - we have been there for you all the way with very quick responses to emails, you have got the bike in the promised delivery time and the bike is great based on your review about the bike. Basically the only pain in all this is the fact you could not cancel it once it was already shipped and reason why you wanted to cancel it was that you could get the bike at your local shop. Leaves us with little sour aftertaste when situation is like this but we can't change it any more and I hope you can also look at this from different perspective and respect what we do for customers. Simple Bike Store Team

Dear Delphine, Thank you for your review - we truly appreciate that you have been sharing your experience with us but based on our records I see that the request for refund was done by our team on August 3rd and the refund was issued on August 11th which is not exceeding 2 weeks refund period as stated in the review. Simple Bike Store Team

Dear Loes, I am sorry for your experience! Unfortunately the bike was at our other shop and we needed to ship it to Rotterdam store. Since it needed to be shipped anyways the employee decided to ship it directly to you but in all the rush forgot to communicate that with you. He only had the best intentions, but I do admit that we should have to call you beforehand. I am extremely sorry for that and we will try to improve our workflow in situations like this. But the track and trace is usually sent to your email as soon as the goods leave us, maybe it went to your spam folder? Regarding the basket - it is first time that we hear it from you! You have never contacted us about this. In case it was missing we would ship it to you right away but you never told us that. Simple Bike Store Team Eddy