e-bikeshop.co.uk Anmeldelser 

Besvarelse fra e-bikeshop.co.uk

19. jan. 2026

Hi Dez,

Thanks for your review.

I can see your order was placed late on Wednesday night. We shipped your item the very next working day, which was Wednesday.

We can see from your tracking that DHL notified you of a one day delay and that it would be delivered on the next working day, which is Today, meaning that your item has suffered only a 24 hour delay.

I feel a 1 start review is quite unfair, especially considering its DHL who have introduced this delay and not us, and we can see you've not left a 1 start review for them. You've also not even sought to speak to us prior.

Ben
Sales and Operations Director.

Besvarelse fra e-bikeshop.co.uk

23. dec. 2025

Thanks for your review Martin.

We agreed that the paint on the bike which was delivered having received your arrival photos was "dry" IE, wasn't thick enough in the small, tight, under-frame area noted and immediately offered to file a warranty claims with Cube for you, who would (and subsequently have) offered a brand new frame. We also agreed that if this was the route you wanted to go down, in line with your rights under the Consumer Rights Act 2015, you would have been entitled to us covering the return costs of the bike to rectify.

Instead, you asked us to change the size of the bike which legally, is very different.

In line with the Consumer Rights Act 2015, if there is a FAULT with a product, the onus is on the RETAILER to rectify this at THEIR cost, which we absolutely did offer you.

This however, isn't the reason the bike came back to us. You returned the bike because you ordered the wrong SIZE. This is therefore an error on your own part, supersedes the warranty issue and something which the retailer is not obliged to pay for.

Having arranged the return and within 12 hours built a brand new, different sized bike for you, we we both let down by Fedex/TNT which is highly regrettable and for which we are very sorry. Once a bike is in the logistics network, we are, as with any retailer, absolutely powerless to influence the speed of its movement - especially at this time of year when the global logistics network buckles under the strain of significantly higher seasonal load. We're glad however, that it arrived safely.

We have asked both you AND the bike shop you took the bike to for a write-up and evidence on the issues you/they believe it has so that we can consider any financial recourse owed however to date and despite our requests for it, neither you or the bike shop have been able to provide this.

I dont think it's unreasonable, if there were such severe issues with the way a technician, (who is manufacturer trained/authorised and has spent almost 16 years working almost exclusively on Bosch driven bikes) has built your bike, to ask for evidence of why it was necessary to "strip a bike down" for what you claim was a worn out brake pad after 43 miles.

Its my opinion that the shop you have taken it to, on the basis of both you and the shop being unwilling to provide any evidence of the work/causal factor, have simply "taken you for a ride" with what was likely entirely unnecessary work. The manufacturers, if anything, OVER-grease bikes from the factory.

The relationship between a bike shop should be one of mutual benefit. When you call us requesting support on your investment we’re always happy to help but there is a minimum level of information we need in order to provide the support you ask for. If you refuse to provide this, or shout over the technician trying to do so (I note that other companies have replied to your reviews – also saying its in fact YOU who shouts over people?), hanging up the phone and reverting to written communication is something I will also support my staff with. I listened to the call with Fred today. I’m still at a loss as to why you thought he was laughing at you.

You'll note from the rest of the several thousand reviews in the places customers can leave them that our industry leading after-sales support from genuine, time-served industry experts is exactly what we're best known for, however this only comes with a level of respect for them.

If you and/or the shop you've taken the bike to are prepared to provide evidence of the work undertaken and the reason for it, we remain open to looking further into it. In the meantime, we won't simply accept demands for unsubstantiated amounts for repairs which we cannot see should be necessary.

Ben
Sales and Operations Director
E-Bikeshop

Besvarelse fra e-bikeshop.co.uk

Opdateret den 4. dec. 2025

Thanks for your review Martyn.

I can see your bike was ordered at 8am on 27th Nov and was shipped on the same working day. We use TNT (now part of Fedex) on a "Next Working Day" service. From our side, we couldn't have been any faster.

I've spoken to both Josh and Ben W whom you spoke with on the 4 occasions you called yesterday (03/12) and Ben W you spoke with on the day before. I also remember speaking to you personally regarding the address although I cant be sure what day that was.

We've used Fedex both domestically and internationally for the last 12 years and they are, on the whole, very reliable with the several dozen consignments they handle each day for us.

We're very sorry that your consignment has been delayed. I can see that between Josh and Ben W, they spent almost 3 hours on the phone and support tickets yesterday, JUST on your consignment.

You've mentioned on multiple occasions how "badly" you believe we're/we've handling this situation however aside from putting a staff member in a car for an 8 hour round trip to get your bike and personally deliver it, I would be keen to understand what more you think you we could be doing for you?

3 hours of a working day with 20% of our staff working on ONE customers issue out of over 100 is a HUGE commitment to your individual issue. I would be surprised if any other business commits this diligently to a single issue.

While we have no issue with customers "venting" at us in the very minority number of instances that a consignment is delayed (because its just as frustrating for the team here, who work quickly and with outstanding quality to ensure our next working day service levels are met), my staff are not here to be threatened. I HAVE reviewed the call with Josh and Ben W (who was sitting next to him), and you told Josh that "if the bike is not delivered by 10am, there 'will be consequences'".

No member of staff of any retail business is paid or in any other way expected to accept being threatened and this the reason Josh ended the call - he has my full backing on this. He isn't to spend any further time trying to ascertain what the nature or severity of that comment is. He is permitted to simply end the call and switch to email as a method of communication.

I note that while you agree that the issue here lies entirely with TNT/Fedex and not with us, you have not left them a review.

Ben M
Sales and Operations Director
E-Bikeshop.co.uk

EDIT - Post customer edit of their review - Has ignored at least 4 sets of words of apologies made to them, including in my initial response above. No new information and so the rest of my response still stands.

We eagerly await the return of the bike by Fedex so we can close this case and re-focus our efforts on customers who appreciate that we're merely human beings, doing the very best we can with the tools we have available to us, as evidenced by the over 2,000 positive reviews here, on Google, and on our website.

Besvarelse fra e-bikeshop.co.uk

Opdateret den 6. nov. 2025

Thanks for your review Niel. I've just taken a look at this for you.

The part you ordered was £11.99. The profit on this part is about £2.70.

I can also see you paid £4.99 for next day delivery. Since this was your first and only order with us, the team used DHL to ensure outstanding service on which the cost to us for this delivery was £7.10. Normally we would use RM Tracked 24 which is £3.65. Remember, the £4.99 is for postage AND packaging. The packaging and time to do so has a cost also.

Ill break down our costs on your order for you;

Total order value - £16.98
EX VAT (-£2.83) - £14.15
EX Trade price of part (-£7.29) - £6.86
EX DHL Cost (-£7.10) -£0.24

Had we used RM, we would have made just over £2 on your £17 order.

As you can probably see, although you find the £4.99 "greedy", it's actually just COST US 24p for your 3 star review.

I'm sorry that the next working day delivery on this small but vital component was unacceptable to you.

Ben
Sales and Operations Director