SendBike - www.sendbike.com

Do not trust this company with your bike or money! I arranged for shipping of an Ebike from Germany to USA for £1000 inc insurance. Collected promptly, and shipped from Germany to UK, but never onto the final recipient in the USA. For 9 MONTHS they made and broke promises “we are shipping it on Monday etc etc” and messed me around. Finally when all trust was gone, I sent a letter of demand and got a lawyer involved. They then asked for an additional £500 to finalise the sending, or to return to sender and refund. I said to return it. It took another letter of demand and threat of police action to get them to actually return the bike. I have still seen nothing of the refund. Incompetence, indifference or fraud. You decide.

Everything started off well and the bike was collected on time. Delivery did take 2 weeks however, when things go wrong, thats when it all falls apart!

My bike was sent from the uk to estonia and it arrived battered and the carbon frame ruined.

After collecting loads of information, dhl finally agreed to payout (apparently). This process has taken 3 months for them to agree to payout. This is where the fun begins.

Sendbike agreed to send me the funds to order a new frame however they never seem to arrive in my bank. I contact them daily and they say it should be in there today and guess what....nothing! I’m now at the point where i dont believe i will receive the funds to order a new frame and to make it worse, they have already collected the broken frame too! So we have parts to a bike and no frame and no funds to order the new one. FANTASTIC!

Communication is slow but was there which is ok I guess but now I’m absolutely stuffed with promises day after day and no end in sight!

A terrible experience when things go wrong.

I wish I’d never used them. My bike was damaged by the third party courier they use and they won’t refund me for it although they keep saying they will!

It’s been over 5 weeks and still no refund despite sending numerous emails and using online chat to chase. They just keep fobbing me off and ignoring me. No customer service at all.

They might be ok if they don’t break your bike but they seem to have bad customer service. And this is the case for all customers who have a bad experience! This is evident when you read the negative reviews. The positive ones never have to claim so don’t realise how this company operates. It looks like I may have to take legal action to get my money back. Would never use again. AVOID at all costs.

I attempted to ship a touring bike from England ( Suffolk ) to my home in France . Having followed the onscreen protocols, I opted for the large size option, which supposedly covers fully built bikes including Touring bikes . I already had the bike boxed so did not require the extra added expense of using a box supplied by Sendbike .

The following day, I was informed by a Customer support representative that I needed to pay another £45 to have my bike collected and sent as the Large Size on their website is actually smaller than most . I demurred and asked for a refund .

I then arranged to have the bike collected by PaisleyFreight Bike Couriers and delivered to my office in central London , having received no refund and no further information from customer support.

It was collected the same day by PaisleyFreight .

Later that evening, Customer Support contacted me to tell me the company had decided to collected the bike after all and they would pay the extra charge. I informed her it was going to be in central London and could be collected the following day .

The following day arrived and Customer Support via Sendbike mysteriously refunded me and told me they had changed their mind .

Throughout the whole process, I feel that Sendbike have been less than professional and that their low advertised rates are nothing more than Clickbait in my considered opinion .

It was a mistake to use their service and I shall refrain from doing so in future . Please, think carefully before you use this firm as there are other ( better ) options out there .

14/05/2019

I was contacted again by Customer Support who offered to arrange for the bike to be shipped to my home in France for the original refunded fee , so long as I removed the above review first . I refused to remove the review until the bike had been successfully delivered . Upon being told this, she refused to assist me further . I have kept screenshots of all of our conversations , should they be required.

The bike was packaged in a standard Evans bike box yet she emailed me the following

" Hi

I am not sure what else we can do. But please please in the future only book the service if the box fits the size!

I understand we would have done the service for you free of charge for you, but after that I don't know what else we could offer. As I don't think many companies would transport your bike free of charge

I hope you well in the future god bless you x "

For ANYONE looking to use this firm and considering sending a bike using a STANDARD sized bike box, please think again . You will be upsold as Sendbike believe bike boxes should be smaller.

This company is a total shambles and should not be used at all.

They were supposed to offer me a quote for shipping a bicycle. Instead they have processed an order and charged me for the shipment.

I wrote to them immediately but their replies are selective at best. They seemed more interested in persuading me to continue with the order they had processed. I had to ask 3 times before they acknowledged my refund request. However, despite acknowledging me request, they have now become completely uncooperative.

Learn from my mistakes, don't use this company.

I was transporting 2 bikes to Spain.

They were late on delivering the bike boxes.

The bikes turned up in Spain 10 day after the scheduled arrival date missing my family member completely who I was meant to be cycling with. I was due to come home that night they arrived.

Didn’t even get to ride the bike I wasted my whole holiday waiting for them.

Every day they were patronizing and unhelpful, at the end of augments and questions to where the bikes were, they would put in comments like “Don’t worry about it, can we help you with anything else  ”

Each day they would message saying defiantly tomorrow between 09:00 till 17:00, when 17:00 came each day they said 19:00, none of the 9 days before the Bike were not even despatched.

After a nightmare holiday of believing that the bikes were probably lost, I had SendBik* trying to charge me to send the bikes back to London, despite missing the arrived date and making me room bound for my whole holiday.

At the end the bikes turn up unannounced, luckily I was in.

My Farther (who sent his bike with mine) complained about the service, and how terrible it was, SendBik* replied and stated with a snotty email back saying we would have considered giving him some compensation but because of his bad review, they would not even consider it now.

I didn’t even receive an email for the whole holiday; I had to chase them every day. I waited to see if they would email an apologize. They made no attempt, so much for consider compensation!.

For anyone who is thinking of using this company, just don’t save your money or try someone else.

Words cannot explain how badly I was treated, and how badly a company can get their profession so wrong.

After reading some of the reviews on here I was worried about my order with them, so I decided to ring them. I spoke to a salesman there, was very helpful. He explained that they use to use companies called Dx and UPS who let them down badly due to their low lever of service help. He explained that they now only partner with DHL. I see why I orded a box from them delivered at 9am the next day then collected the same day at 1pm very good. I tracked my order and two days later it was delivered. Very good service will be using again sooooon.

If you have any problems the best thing to do is call and with their new call service any problems if any will be sorted straight away

Recently had a bike collected on my behalf then delivered. Paid for increased insurance to cover the bike - total of £89 to send! Real derailleur bent in transit and unusable.

As I did not spot this within the first 24 hours they will not entertain a claim - and it does state this deep down in their T&Cs so legally they are right but it has not made for a good experience.

On-line support instant to tell me this.

Overall expensive service with no come-back unless you have time to go over it with a fine-toothed comb as soon as it arrives.

I will not be using again.