Name: Mango Bikes
Address: Fife Food & Business Centre,, Unit 29 Faraday Rd, Glenrothes, Fife
Rating: 4.03

“The worst customer care I have ever experienced. My order went on for months and nothing ever got better. Communication was pretty much non existent. Promised timelines to get my bike constantly got longer. After waiting for months, I then got an email to tell me the parts for my bike were weeks away from even being in stock (first I’d heard anything like this). When I then asked to cancel my order, I was charged a ‘restocking fee’. Which is laughable given they have zero stock. Before you buy, read customers comments on their Instagram/Facebook/Twitter to get an idea of what I’m talking about. It’s a shame that poor leadership has led to this happening.”

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Posted 4 years ago

“Don’t buy from this company. I understand there’s been set backs regarding Covid-19 and the increase in demand, but this does not warrant the decline in customer service that everyone is experiencing. Instead of lining your pockets with the increase in cash you’re gaining over this period, why don’t you hire more customer service staff to actually communicate with your customers. Instead they decide to bombard you with rubbish email campaigns and pointless blogs. How hard would it be to simply respond to customers regarding an estimated wait time that actually is accurate instead of adding an extra week or so every time they ask? I managed to create a spreadsheet that estimated when my bike would be arriving that was accurate to the nearest week! If I can do something like this why the hell cant you with the millions of data points you have available. The bike itself is brilliant, but they still managed to mess that up by not packaging the front wheel well, and ended up leaving the screw for the quick release wheels bent and hanging out of the box! Abysmal service and absolute nightmare of a company to deal with.”

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Posted 4 years ago

“Ordered a bike helmet on 28/06/20 still not received it and have emailed 5 times tried to ring several times both of which have been totally ignored! I have asked for a refund but it seems like I may have to use a medium to get in touch with this company as not getting anywhere. It’s wrong to take somebody’s money when an item isn’t in stock.”

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Posted 4 years ago

Hey Helen Sorry for the delayed refund, we've got more team members to deal with queries now. Refund all sorted.,

Posted 4 years ago

“I ordered some riser bars and grips. I only received the grips. I've emailed mango bikes multiple times with no response and left multiple messages from the endless phone calls which aren't answered.”

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Posted 4 years ago

Hey Bodak Hopefully all sorted now - we sent the grips first as bars were delayed.

Posted 4 years ago

“Bike took 4 months to arrive, When it finally arrived it was unassembled with flat tyres, wrong handlebars. and no instructions. Absolutely NO customer service - no one calls you back. Do Not Order from this company - shocking service”

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Posted 4 years ago

“I had to leave five voicemails and send three emails in order to get an update on my order, when I'd been assured that it was nearly on its way six weeks prior. Waiting is not a problem, but no communication at all is. When my bike finally arrived, it was left on the street outside my building. The box had been dropped there from the van, luckily seen by the porters who went to pick it up. The bike could have easily been stolen, I live in Central London. Having been dropped, I have chips on the frame of the bike and one of the wheels. One of the pedals does not fit into the crank, meaning I have to replace the crank at my own expense and effort. The packaging didn't have ANY instructions inside, no paperwork, nothing, to help me build my bike. There were also no tools, unlike you state will be the case. The video you use to show how to build your bike is useless. It doesn't show any helpful information, it's style over substance. The Customer Service number on your website doesn't even work, it's dead, obliging me to call your Sales number instead, where nobody ever answers anyway. You haven't even had the courtesy to reply to the furious message I left on Friday, asking if I was missing a box (given the lack of tools and instructions), as there were no instructions.”

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Posted 4 years ago

“I know Covid is causing issues with deliveries but Mango bikes are the only company that I have dealt with around this period that haven't kept me updated along the way. I have sent many emails, all be it I have had replies, but days after. If delivery is a problem customer service should be on point and that is the least that can be done. I ordered my bike on May 21st and I am told that my bike should arrive today (1st Sep) over 3 months. I have no doubt the bike will be great but I have had to buy another bike in the meantime to get to work and that was obviously a cost that I didn't want to occur. I you do order a bike make sure you don't need it in the time they say they will be able to deliver it as I am pretty sure it wont arrive.”

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Posted 4 years ago

“After patiently waiting 3 months for a bike, which constantly got delayed. It was then lost/stolen by the 2* rated courier service Mango decided to choose to ship it. Customer service is appalling, they have not replied to me regarding the issue of my bike never arriving and me requesting a full refund due to this. I would suggest they stop working with subpar partners with awful reviews as it reflects poorly on their choices as a company. They also need to stop taking orders until they fulfil all of the orders placed months ago. It's not fair to take people's hard earn cash and hardly communicating with them for months on end. They have clearly bitten off more than they can chew. This who ordeal has caused me a lot of emotional stress and now I am £500 down, with no reply.”

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Posted 4 years ago

“I still don’t have a bike over 3 months after ordering.”

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Posted 4 years ago

“I am writing this review of Mango Bikes as a customer that ordered a bike and accessories nearly 2 months ago and has not received their order yet. As is the case with many people post-lockdown, I decided to purchase a single speed bike this summer and chose Mango due to a number of recommendations given to me by friends. Their website and product list was great and the option to customise my order at an affordable price with a lead time of only 4 weeks (estimated dispatch date was initially the end of July) seemed like great value, especially considering the increase in demand for bikes in lockdown. Having received no updates in the first 2 weeks following my order, I checked the order status to make sure everything was still on track. I noticed that the estimated delivery time had been moved back to the start of August which again, given the demand and subsequent strain this must have had on Mango's supply chain, seemed perfectly reasonable. I sent an email to Mango to notify them that I was going on holiday at the start of August and asking if I could arrange for the order to be shipped to an alternative address. After a week had passed with no response, I followed up again. I also decided to check reviews for Mango on Google and Trustpilot in addition to looking at customer feedback on Instagram and Facebook. I was alarmed to see the overwhelming number of customers who not only had experienced very long delays in their orders but also had received little to no communication from Mango despite trying every means possible to contact them. Without going into a full account of my experience in the last 2 months, what has followed has been constant attempts by myself to contact Mango just looking for a shred of information on the status of my order. In return, I have received a couple of non-committal emails from their customer service team offering an apology for their "scruffy" communication and promising weekly order updates ongoing. These promises have turned out to be false (my last communication from Mango was on the 30th July, 25 days ago). My estimated order dispatch dates remains "the start of August" on their website, meanwhile the reviews and comments from other customers in a similar position to myself continues to escalate on review sites and social media. I am fairly confident that Mango Bikes' products are of good value and quality given the reviews and feedback I have seen and heard from customers that have actually received their orders. However, I feel it is important that potential future customers are aware of just how poor the customer service is. I have never experienced a company that is so oblivious and dismissive of genuine customer demands simply for updates on the status of their orders. I fully appreciate the challenge of increased demand in unprecedented times, however the fact that Mango continues advertise on social media and respond to positive feedback on review sites whilst ignoring month-old customer queries is shameless and infuriating. The company seems to have adopted an approach of "our products are great, you just need to patient", which is neither a fair nor effective approach to take to consumers who have purchased expensive items in good faith and have no idea when or if they will receive their orders. In short, I have attempted to contact Mango Bikes using the following means: -6 unanswered phone calls, 2 unanswered voicemail messages. -9 emails, 3 of which were responded to with promises of an updated ETA which has not yet been received. -20+ messages on their in-site chat engine. 3 responses received, all non-committal, none of which have been followed up by Mango. -Numerous Twitter and Instagram messages, all of which have been ignored. I do look forward to eventually receiving my order and being able to finally enjoy my purchase. However, I would wholeheartedly advise against purchasing from Mango Bikes to any potential buyers. To date, they continue to sell bikes through their website whilst also claiming their supply chain has been stretched beyond capacity to such an extent that not one person in their organisation is available to respond any customer queries. Their apparent greed in continuing to take orders has superseded their need to invest in any customer service resource. A simple "out of stock" communication would seemingly alleviate some of the issues caused by the growth which their CEO has claimed has come "too quickly" for their liking in his last blog post. However, whilst claiming that the growth is unwanted, Mango continues to take orders without regard for production capacity. I have included examples of the stock responses that have been sent out by Mango in the 2 months since my order was placed. If anyone from Mango reads this, I would once again implore you to respond to my requests for updates on order 37142. I would direct you back to my emails which have presumably not been read in the last month due to the radio silence. Thanks.”

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Posted 4 years ago

“Worst Experience; AVOID AT ALL COSTS It took 16 weeks for a bike to arrive. No emails, tweets, DMs, or calls were answered or returned, including ten emails requesting a cancellation and refund. Pawned off with empty excuses and treated like I was not human. It was genuinely awful and I wish I could return the bike but I don't think I'd get a refund. Avoid at all costs”

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Posted 4 years ago

“Ordered my bike on the 29th April as the website touted a 1 week build time. Albeit Covid-19 affected global supply chains; I wasn't given an estimated build date until after 8 weeks. This date was then changed twice. I contacted Mango bikes multiple times and got no response until I was eventually told there was an issue with "delivery of wheels" and that my bike would be made a "priority" build that week....two weeks later still no bike and was then advised wheels were being sent in "batches". Basically lied to about 3-4 times about when I would get the bike. Eventually waited over 9 weeks until it was delivered which worked out at 48 working days. Their blog posts calling customers "trolls" for trying to get products they have paid for are in poor taste and I wouldn't recommend anyone order a bike from them. Mango; don't accept orders for new bikes until you can fulfill the demand for the ones ordered months before. My friend also ordered hers at the beginning of June and is having the exact same experience.”

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Posted 4 years ago

Hi William Sorry you had to wait for your bike. our order is one is most badly affected so apologies for this. Demand has been unprecedented and then some more. Supply chains struggling to keep up. Our service has dropped for sure but our bikes remain awesome as ever. The blog about trolling was most definitely not about customers wanting information. That's totally fine and understandable but a minority have taken things too far (posting staff personal social media profiles, leaving messages threatengin to "pay us a visit", etc). That is trolling. We're also much clearer with schedules and expected dispatch dates. Orders placed now (August) for example will be built October. Sorry you feel let down by us, we're getting back on track. Hoepfully you can ride happy now you've got your bike.

Posted 4 years ago

“I ordered a simple, single speed bike from Mango in May 2020. I finally received it last week (August 2020). It's the same story with Mango bikes, slow build times, and absolutely sub standard communication. I chose Mango out of an ideal to support a company that was standing on their own, away from the main names in bike building. But what I wasn't expecting was such poor customer service. Multiple enquiries and requests for updates went ignored. Occasionally a generic copy and paste email would be sent out to the masses telling stories of supply issues. But Mango already know this. I was disheartening to see friends bike orders from the companies turning up within days of their orders, while the wait for my order just dragged on and on. Yes, the bike build is very good so far. But has it been worth the outrageously long and agonising wait?...I would like to say yes, but the truth is no. It hasn't. The experience has left a slightly sour taste to the whole thing, truth be told. I can only hope that nothing goes wrong with my bike as I would be massively discouraged to deal with Mango again, simple due to the poor customer service. A real shame because they come across as such a good company.”

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Posted 4 years ago

“The bike it's self is great and I couldn't happier, it's just a shame Mango couldn't have been more honest in the first place about their lead times. When I contacted them regarding my order they didn't even bother to respond, awful service”

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Posted 4 years ago

“Wrong bike brakes, horrendous customer service. When i ordered the website stated early July as the estimated dispatch date. 8 weeks later my bike was received on the 28th July. I had to message on Instagram, Twitter, Facebook in order to get someone to look and confirm an update on my order. It seemed that had i not done this, the order would have taken even longer. I previously said the bike was faultless, but after 2 rides i got a flat tyre after the tyre ripped. The brakes it came with are wrong and too short!! The stems do not extend far enough meaning the pads rubbed on the tyres and caused a puncture. The bike is unrideable. It seems they provided a brake upgrade, without checking if they properly fit on my XL frame beforehand. I have reported this, but yet to hear back. Once i do i will consider revising my review, but for now both product and customer service are non-existent.”

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Posted 4 years ago

“Bought a front light, a month ago they sent me a tail light. No reply from customer service at all”

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Posted 4 years ago

“My bike took 2.5 months and the wheel were the wrong colour - shocking customer service. Avoid purchasing from Mango at all costs”

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Posted 4 years ago

“Possibly the worst service I could have imagined. Sadly I wouldnt recommend this company to anyone, not because of the product however. Completely because of the shambles that is their customer service. I understand I ordered a bike during a pandemic where everyone was buying a bike. So I was okay with a delay even though at the time they had on their home page "Delivery within 2 weeks" But I was ignored for 7 weeks, my bike then turned up with no instructions or tools which would have helped. The only time I got a response was once I had gone off in their instagram comments. When I finally got a response Andrew was only interesting in telling me not to talk bad about his team, Didnt offer much in the help or answers to the issues I had. In fact I have since fixed the issues with help from a friend and still waiting for a response from Andrew about the issues I had with my bike. Its a shame because the bike is great, but I have slight resentment with it as it was such a nightmare to get. Hopefully they reinvest in some customer service, because it absolutely isnt working currently. Thanks for the bike, but wouldnt buy anything from here ever again.”

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Posted 4 years ago

“20/05 - Purchased bike parts and accessories which included a 6 spoke front wheel (black) + 6 spoke rear wheel (black + flip flop). 03/06 - Received an email telling me that both the wheels were not in stock but provided me options, one of which was to swap for a set of 3 spoke wheels (black) instead. 03/06 - I emailed back accepting the offer of the 3 spoke wheel set. 05/06 - I emailed again since I got no reply. 05/06 - I received an email confirming the swap and will be out for delivery asap. 15/06 - Received delivery but both of the 3 spoke wheels were rear wheels, neither of which had been configurated to flip flop. 1 wheel with nothing and 1 wheel with no fixed cog just freewheel. 15/06 - I emailed about the incorrect wheels. 21/06 - I emailed again since I got no reply. 23/06 - Received email saying they will send out the correct front wheel, and a fixed cog which I can attach to the rear wheel with the missing fixed cog. 26/06 - I received the delivery but the wheel was not a 3 spoke front wheel (black) but instead a 6 spoke front wheel (black). In addition, the fixed cog that came does not correctly screw on to the rear wheel that has the freewheel cog but will correctly screw onto the rear wheel that came with no cogs attached, suggesting that the rear wheel with the freewheel has been put on the wrong side. 26/06 I emailed about the incorrect wheel and issues with the rear cog. 01/07 Emailed again since i got no reply. 06/07 Finally sorted. A terrible experience that all could be avoided if the website prevented orders of items that aren't in stock, which is hardly some revolutionary feature in 2020”

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Posted 4 years ago

“Long delay to my order with little to no communication. never answer the phone or reply to emails. finally received my order and contained 3 wrong items (tyres, pedals and lock). Had to go through cycle to work scheme just to get a reply. Apparently the missing items will be in the post in due course. (update November 2020) Finally received items after 6 months+. Then after having little or no communication Mango have contacted me to change this review to something positive. Absolute joke of a company”

Helpful Report

Posted 4 years ago

Hi Jack Our boo-boo with the tyres but got sorted as we sent the correct ones out. Lock - this was an upgraded lock with no extra charge as we were out of stock on the one you ordered. Pedals have been refunded.

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 63%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	3.6 out of 5

Mango Bikes Reviews