Merlin Cycles Reviews 2020
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PROS: Merlin Cycles Reviews
People that are looking to purchase anything regarding bikes can check out the website MerlinCycles right now. This is because they offer a wide range of bike related products such as bikes, bicycle frames, wheels, tubes, wheels and even the necessary accessories for the activity. Their Sale section will feature several of the items that they have on a discounted price which is great because people can get items here for cheap. Why don’t you continue to read the Merlin Cycles review to find out more about them?
- 30 Day Guarantee
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- All Bike Products
- Discount Page
CONS: Merlin Cycles Reviews
The only negative aspect that people have mentioned in their MerlinCycles.com review is that the website does not provide a refund for the postage cost that people have incurred to return products to them. This means that they won’t receive a full refund of all their expenses if they wish to bring back items to the company MerlinCycles.com. You will want to keep this in mind before you set out to buy from the online store right now.
- You Pay Return Fee
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Just had a very bad experience with Merlin Cycles. Bought a Bosch Battery from them that appears to have not been checked as was faulty when I received it. I had to get the battery checked by Bosch approved dealer and was replaced immediately by Bosch under warranty. Unfortunately it has cost me £25 for the diagnosis and there is absolutely no refund or goodwill at all from Merlin Cycles. Really poor service from a bike shop who’s slogan is “ if your happy, we’re happy “. I’m not happy !!!!
Zero service. They sent me a defective wheelset and expect me to pay close to 200$ to return them. Spent a lot of time trying to find an alternative or to get them to actually pay the shipping (not my fault they sent me a defective product) but to no avail. They won’t hear it. AVOID AT ALL COSTS if you want any kind of assistance, especially if you’re not close to the UK.
Also, if you want to return an item, they expect you to avoid the carriers that they use (they want to avoid paying extra charges…ridiculous)
I have been shopping with Merlin cycles for years and never have had an issue…… until now. I recently purchased a set of tubeless wheels and tubeless tires. Shipping was fine and arrived on time to the USA. As I opened the package I noticed that only one tubeless valve was placed in the package not two. Also I ordered tubeless tires and the non tubeless model was sent. I emailed Merlin and a gentleman email me back saying they would send me tubeless valve via the mail. I was sent a tracking number for the new valve. Also they said that it was my fault I ordered the wrong tires and I could return them for a loss of course. After 2 weeks and the valve never came and the link never updated. I emailed Merlin and a women emailed me back saying it was never sent due to the postage being more then the cost of the valve. After many email exchanges I was told the tires were my fault for ordering the wrong ones and that I would need to buy the valves locally when Merlin messed up in the first place. Very disappointed and still haven’t used my new wheels tubeless. I will not be purchasing from Merlin cycles any more. They lost a loyal customer due to there lack of customer service.
Terrible service, I ordered an item that never arrived to my door. Merlin then sent me an email after 4 weeks of chasing them up saying that the item is being sent back to them by the courier and that they are sorry for any inconvenience. They also asked me to pay for charges for shipping returns etc. WTF?!!
Good product range and fast delivery but shocking bad customer service.
I purchased a pair of mitt gloves – they arrived in a different colour from what I had ordered. The Merlin website was misleading in the way it displayed its products – Steve, their customer service agent, disputed this and even went as far as to say Merlin ‘have to’ describe Castelli products in the Italian language (even though Castelli themselves don’t do this on their website). Steve also said pictures of items for sale were for ‘illustrative purposes’ and did not reflect what I could expect to arrive.
In the end The Advertising Standards Authority made contact with Merlin and informed them of consumer law and where they were not meeting standards. They have since changed their website for this item.
Steve, nor Merlin cycles ever apologised for the time wasted on this issue. I repeatedly asked to speak to a supervisor or other customer service agent – these requests were ignored.
No doubt online retail is competitive but Merlin cycles really fall short in their customer service. I have shopped with them over the years but would avoid from here on in due to this experience.
I ordered from Merlin a pair of Fizi:k road shoes , which I could not find anywhere in my size in the US. Not only did their price blow away any other retailer, but the shipping was free. The shoes arrived within 7 working days. Would not hesitate to order again from Merlin.
I had a very bad experience with them as well. I ordered an item and was charged shipping and handling. When UPS delivered it, they asked for $72.57 fee that Merlin didn’t pay and I was asked to pay.
When I called Merlin to protest I was told that it was a fee charged by US customs. Further if I decide to sent it back, I will receive a refund minus a shipping cost both ways and a restocking fee. That would have mean I would be out of $200 and having nothing to show for.
I ordered from many British firms before on line and had never to pay this hidden fee that they blame it on the US custom. Why would US customs single them out????
Terrible service & both Merlin Cycles & their forwarding service TrakPak will not take responsibility for their errors. On February 6th I bought two folding Tires. I paid for what was described as 5-7 day shipping. Same as I have used in the past. Merlin sent package to TrakPak their new forwarder who for some reason then re-addressed package to a different City & zip code. To make matter worse they then sent via Ocean Freight which will take 6-8 weeks to deliver. Last check of tracking shows it is on water & will arrive April 3rd 2019. Sadly it will of course arrive at a different city & then the postmaster will on that day return it via same ship method to Merlin Cycles. Merlin’s response to this is that I should contact the post office & fix it. Never do they seem to notice the elephant in the room…..That they charged me for delivery….That delivery was paid for 5-7 days & will take 2 months. I have contacted my bank & will reverse the charges. Merlin has lost this customer & hopefully others will be warned. I have bought from Merlin before no problem but they previously used Norsk Global to ship. Now they have changed to TrakPak beware even with TrakPak errors Merlins attitude it that it is not their problem to deliver what they have been paid for.
I think Merlin’s is great. Much better than the “new” Nashbar or Performance Bike.
Unfortunately my experience with Merlin Cycles has been an absolute nightmare and would not recommend or use them again. Merlin Cycles have proven to be extremely difficult especially if you are relying on international postage, as Merlin Cycles cannot be trusted to be fair nor reasonable and their returns coordinator Gemma has proven to be incompetent with the simplest of customer service procedures, they will do anything but be helpful in trying to resolve a simple defective goods matter. Shame on you Merlin Cycles.
I purchased a pair of Northwave Razer Mountain Bike clipless shoes on line from Australia back in March, when receiving the shoes I noticed the shoes were faulty.
I emailed Merlin Cycles immediately and Gemma their returns coordinator advised to return the shoes along with a description of the defect and both the shoes and postage would be credited back on receipt of shoes.
Merlin Cycles also confirmed I could purchase another pair of shoes to prevent any delay and again advised a credit for the defective shoes and postage would be issued the moment the shoes were received by Merlin Cycles. I proceeded to purchase another pair of shoes from Merlin Cycles on line which I finally received many weeks later. I continued to follow up on the status of my credit and have unfortunately been given the run around, two months have passed and still no credit has been issued. To add further frustration to the situation I received a second pair of shoes from Merlin in place of my credit, when advising Merlin Cycles of the impossible situation, you guessed it, Gemma said Merlin had accidentally sent the shoes out in place of the credit and suggested I pay for another postage and send the shoes back to Merlin Cycles that I did not ask for and of course include an explanation notice with the return packaging, basically GROUND HOG DAY, the nightmare start all over.
We are now at the end of May and I have 2 pairs of shoes with no Credit and a mile of emails trying to resolve a very simple returns process.
It is apparent Merlins Return Policy is nothing more than False advertising and certainly illegal.
I hope this post has saved the next purchaser from losing their time and money from dealing with an incompetent company like Merlin Cycles as customer service is certainly not at the heart of their business
Had a terrible experience on my recent purchase from them. Their warranty/return policy is not favorable for anyone outside the UK.
DO NOT ORDER FROM MERLIN!!!
I ordered a new wheelset from Merlin 19 days ago… it is still sitting on a dock in Belgium – with no sign of moving or help from them in resolving the situation.
Compounding this matter is the dismal response (or lack thereof) from Merlin. Bex has demonstrated no empathy or even the hint of an apology, favouring an apathetic disregard for the customer.
I ordered these with a particular event in mind which has now passed. When I asked them to cancel the order so I can get the wheels from another supplier Bex just sent a robotic link to their returns policy.
Honestly the worst experience I have had with an online retailer in years. I would strongly recommend never ordering from these clowns.
UPDATE: The item finally arrived a month after I ordered. Merlin still didn’t seem to care, persisting in their assertion that it was ‘business as usual’. If it was their logistics partners fault they should have a serious think about the repetitional risk to their business – but ultimately the true issue here is one of simple PR, expectation management and empathy on Merlin’s part. I won’t ever send them another dime – and will do my absolute upmost to ensure others don’t too.
Poor customer service experience with International delivery failure
I’m in the US. Recently ordered $200 worth of bike supplies including tires and some other parts for my husband and I’s bikes.
Package never arrived – though it shows as “delivered”. Merlin does not provide insurance for International deliveries and they refuse to reimburse or replace the items. My local USPS said they are “shocked” Merlin is shipping International packages without insurance for lost/stolen items.
VERY DISAPPOINTED with with poor customer service I received from Gemma and will certainly not order from Merlin Cycles again unless they replace my lost/stolen order. And this is coming from a previously satisfied customer who has ordered $1,000 of miscellaneous parts in the last year from Merlin.
NOT RECOMMENDED FOR US CUSTOMERS, unless you are prepared to take a total loss on items that fail to arrive.
To be clear, Merlin has not offered to replace the missing package, or reimburse me. Zero effort on customer retention.
As another review posted “Do not order from them. If they send you a bad or wrong item, they simply refuse to acknowledge the error”. Be 100% certain you know what you have ordered from Merlin Cycles, I suggest taking a screenshot of the product at the time of sale as even the invoice won’t match up. Caveat emptor – the fact that buyers typically have less information about the good or service they are purchasing, while the seller has more information. The quality of this situation is known as ‘information asymmetry’. Defects in the good or service may be hidden from the buyer, and only known to the seller