Rose Bikes Customer Service :(

marko75

Hey all - having a shitty time with Rose bikes.... they say that they endeavour to have the highest customer service - I am not seeing it - I was wondering if this was a one off?

I ordered the complete SLX groupset to build up my hardtail from ROSE. Put all my credit details in etc and thought that was done...... I was then told that there was problems with them and the UK banking system (email from their customer support) so asked my German wife to phone up and use a German bank account - but when she was put through to customer support was told that we had to write to their IT department and explain the bank situation!!!

I wrote them an email in both german and english (well got the wife to do the german part - so it was at least understandable) - to complain about the customer service and to find a mechanism in which to pay for the parts but haven't heard back from them. What the frick is going on????

May have to cancel and use the selling forum to buy an XT groupset!

Anyone else had similar issues?

lawman

Had bad communication from them, was given four different dates for delivery of my XT brakes, ranging from 2 weeks to mid-december!!

All was resolved in the end, and my next order from them was speedy, so pretty mixed really, seems like you have worse problems though! persist with them and if not, try out other german sites such actionsports.de and bike-components.de, they are very good value too.

MountainMonster

If you guys are searching for cheap carbon parts, and exotica, this place is good:
superight-bikeparts.de

njee20

There's an L missing from that URL. Good site though.

lawman

MountainMonster wrote:

If you guys are searching for cheap carbon parts, and exotica, this place is good:
superight-bikeparts.de

thats a flipping good site that!! very good pricing, particularly the wheelsets 8)

MountainMonster

Whoah, you're right. bit of a fail with the L but people knew what I mean. Amazing deals on there.

supersonic

Rose bikes were pretty inept at dealing with me too, had to raise a paypal issue in the end to get my money back. Their website is poor.

marko75

OK - After my complaint they actually phoned up and explained the situation and apologised! SLX bits now whistling their way to me.... maybe things are looking up!

MountainMonster

supersonic wrote:

Rose bikes were pretty inept at dealing with me too, had to raise a paypal issue in the end to get my money back. Their website is poor.

I agree on the poorness of their website, although to be fair, their catalogues are very good, as they do alot of mail order things as well.

qooqiiu

Only ever had one dealing with Rose.

I Bought some stuff it arrived 3 days later, i didn't want it, i sent it back (free post) got an email confirming they had received it all back. ! week later no refund... one email from me... next day refund.

Free return to Germany is pretty bloody good!

sdalby

I had a problem when I ordered my XC from Canyon. A certain bank put a stop to the transaction because they thought it was suspicious that over £1400 was being sent to a German bank account. It could have been a similar thing to that? I just had to contact the bank and ask them to release the funds.

Stevo_666

Had a problem paying Rose by credit card so I had to wire money to their UK account - bit of a delay in getting the stuff but didn't need it urgently that time. Otherwise no problems and as said above, there are some good deals to be had on their website.

andy_from_embsay

I'm having a right faff with Rose, although the people there are trying to behelpful.

Found a discontinued Red Bull Oro 8000 there with almost £1000 off, so asked if I could pay £1000 deposit and the rest in a couple of weeks. Fine they said - and sent me a confirmation with the price in £ and asked me to transfer the money to their German account. Did so, and thought no more of it, transferred the balance last week and awaited delivery.

Then I checked the order on the website to find the amount owing had gone up by about £80. Then one of their people said I still owed an extra £120! It seems that because they asked for the money in £, then the money was converted to €, they think I've not paid enough. They've said I don't need to pay any extra, bit I've had to email screenshots of my bank statement to show that the correct amount left my account. Seems bizarre - why don't they ask you to pay in euros? Or just point out the convenient UK Lloyds account you can use...

I still await my bicycle...

EH_Rob

according to my work internet filter superlight-bikes.de has been blocked due to pornographic content.

supersonic

andy_from_embsay wrote:

I'm having a right faff with Rose, although the people there are trying to behelpful.

Found a discontinued Red Bull Oro 8000 there with almost £1000 off, so asked if I could pay £1000 deposit and the rest in a couple of weeks. Fine they said - and sent me a confirmation with the price in £ and asked me to transfer the money to their German account. Did so, and thought no more of it, transferred the balance last week and awaited delivery.

Then I checked the order on the website to find the amount owing had gone up by about £80. Then one of their people said I still owed an extra £120! It seems that because they asked for the money in £, then the money was converted to €, they think I've not paid enough. They've said I don't need to pay any extra, bit I've had to email screenshots of my bank statement to show that the correct amount left my account. Seems bizarre - why don't they ask you to pay in euros? Or just point out the convenient UK Lloyds account you can use...

I still await my bicycle...

Sounds very similar to the problems I was having.

chazkayak

German efficiency, Im not happy with it!!!

felix.london

Was up for spending €2,700 on a Rose bike but due to the customer service (or lack of it) I looked elsewhere. Went to YT Industries and was ready to drop €2,500 on a bike but again the customer service and response to emails was dire - not the time it took them to reply but the questions I asked where rarely answered without at least two or three follow up emails.

So bought a used 2011 Trek from 'round the corner for €2K and spent the rest on upgrades for my 'hopper