Dear Daniel, Sorry for your experience with your purchase! Let me clarify the whole situation to shed some light over the complaint which we find unfair and not true. You have placed and order from Switzerland, which has specific rules in place for items shipped there and one of them is maximum allowed size of the bicycle boxes that are accepted in the network of TNT or DHL. In order to fulfil orders to Switzerland we are forced to repack the bikes in smaller boxes. We pack all items carefully and by doing that 10+ years we are sure it is done well and bike is as protected as in original box. Actually original box is large and has no protective material inside the box at all. What I find unfair is the fact you are mentioning that the rim was bent and the frame was scratched but you have never reached out to us about this. Only email communication with you has been about the fact you wanted to change the size of the bike but nothing has been sent to us about shipment that arrived damaged. All shipments are fully insured and in case of damages caused during the transit and reported within 24 from the moment goods are received we can claim from the forwarder. Therefore 2* review for order fulfilled in a timely manner with fast delivery from the moment item was shipped and claim it was damaged only on review but never contacting us feels little sad. We would have been sorted it out if this was all true. We are sure that we do our job with passion and if you would give us another chance we can prove that with work. Hope you enjoy your bike anyways. Simple Bike Store Team
Original review
Dear Daniel, Sorry for your experience with your purchase! Let me clarify the whole situation to shed some light over the complaint which we find unfair and not true. You have placed and order from Switzerland, which has specific rules in place for items shipped there and one of them is maximum allowed size of the bicycle boxes that are accepted in the network of TNT or DHL. In order to fulfil orders to Switzerland we are forced to repack the bikes in smaller boxes. We pack all items carefully and by doing that 10+ years we are sure it is done well and bike is as protected as in original box. Actually original box is large and has no protective material inside the box at all. What I find unfair is the fact you are mentioning that the rim was bent and the frame was scratched but you have never reached out to us about this. Only email communication with you has been about the fact you wanted to change the size of the bike but nothing has been sent to us about shipment that arrived damaged. All shipments are fully insured and in case of damages caused during the transit and reported within 24 from the moment goods are received we can claim from the forwarder. Therefore 2* review for order fulfilled in a timely manner with fast delivery from the moment item was shipped and claim it was damaged only on review but never contacting us feels little sad. We would have been sorted it out if this was all true. We are sure that we do our job with passion and if you would give us another chance we can prove that with work. Hope you enjoy your bike anyways. Simple Bike Store Team
Dear Caroline, I am sorry to hear about your bad experience with your purchase. It is very sad to see the 2* review when we have done all to help fixing the issue. Please understand that the bicycle is technical thing and every bike sold despite the fact it has been assembled at the shop and checked needs to do service check after first 50-100km cycled in case something has gotten loose or needs to be adjusted. It is not part of the warranty or whatsoever but we have offered to do that for you free of charge but you insisted we have to cover the cost because you have decided to do it at your local bike shop. You should understand that we can't cover cost for labour performed by another bike shop when it is not warranty case. Mentioned fact about the bent crank set has been discussed and we have asked to provide us the video evidence of that or bring the bike to us so we can justify if that is the warranty case or not but you haven't replied to our email at all. In cases like this it does not feel right to post bad review where you do not provide evidence and do not reply to emails sent by us willing to solve the situation. We are here to help and it is up to you if you like to cooperate with us when looking for the solution. Simple Bike Store Team
Dear Susanne, I am sorry to hear that you haven't been satisfied with our services. We understand that bikes ordered for Birthday presents are time sensitive but for that we offer other shipping methods called Priority Handling which allows us to prioritise your order and deliver it sooner than other orders. There haven't been any notes or marks form you it is Birthday gift and it came to our attention only days after the order was placed and already with angry message that we are not going ot make it for the Birthday. We have only received one email from you, other communication was done by someone else in name of you and all the emails have been replied. Bike has arrived with you within 2 weeks time and we consider it reasonable timeframe given the fact it is high season and holiday season and it was purchased with Standard Shipping method. We try to do our best to dispatch orders as soon as we can but for the future reference we recommend to plan such time crucial orders ahead to avoid situations like this on both parties. Apologies from our side that we could not do it faster but we still hope we can make it up for you next time. Simple Bike Store Team
Dear Eduard, Sorry for your experience but let me clarify the procedure to explain the situation since you are mentioning facts that are not true. You are mentioning that we have ignored your questions but that is not correct. The question you asked us: "For instance they never answered my question as to why the box was previously opened or if my bike was assembled before." was answered with the following: "No, the unit you received has not been previously used, assembled, ridden or anything alike. You received a brand new unit. Usually Pelago bikes come with quite a big cardboard box, that includes all the accessories, that are not installed on the bike - saddle, pedals, bell, seat post, manual. The box was opened by us, to check if nothing's missing. But apart from a visual inspection, it has not been unpacked or anything. Afterwards it's necessary to reseal the box, hence the signs of that. Please send us a picture of the accessory box and its contents, so we can check what's missing. The manual included is with a dark blue cover, approx. A5 paper size." But to our last message with request to provide an image we never got an answer from you. On the other hand for the bell that has been damaged on the transit we immediately offered issuing refund and it has been issued within 14 days which is on time according to law. Therefore statement we never replied to your questions are not fair and true and we don't feel like we deserve 1* star review if the bike has been shipped shortly after the order, arrived with damaged bell but has been refunded in reasonable time frame and all your questions have been replied. Simple Bike Store Team
Dear Manuel, I am sorry for your experience but let us shed some light over the whole situation. If you read our email conversation from the very beginning we have never promised the delivery of this bike in December, before you even placed an order and negotiated lower price than already discounted price on the website you have been told that it won't be December. It was clearly communicated to you that the bike is pre-order from the manufacturer. The fact manufacturer had the delay in producing this particular bike has been communicated with you and I have even sent email directly from the brand explaining the reason behind the delay. Besides you mentioned you need bike sooner so we have offered several alternative bikes but at the end you have told that you will wait for the bike and not going to take any of the alternatives. Pre-Orders can always be cancelled if the cancellation fee is paid and that has also been explained to you. It is the risk once placing pre-orders for bikes that are not yet available and we don't want to be shamed for giving you an opportunity to be the first one to get the item once it is launched and arrives. Once again sorry for the situation but please try to see this situation from the other side. We delivered what we promised and that is important despite the facts manufacturer had the delay. Simple Bike Store Team
3 Rochussenstraat A
Rotterdam 3015 EA
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