written by CLBLACK on 14/05/2019
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.
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