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

“My story is a long, negative one that sadly seems to be a common occurrence with many customers. As a pre-note to my review I would advise anyone looking for a company that values customers and responds to queries/complaints to avoid Mango. You will see they do not full fill promises and do not reply to any of my emails. I ordered a rear 6 spoke flipflop hub wheel with multiple accessories on the 24/04/2020. In the process I was trying to redeem the 10% student discount, as i am a student and spending close to £200 is not easy on us. When I tried to redeem it a message stated 'minimum spend £400!!!'. I honestly couldn't believe it! a student has to spend £400 to get a mere 10% off......any way I carried on with the purchase and sent a follow up email asking about the student discount, whether i missed something or if I really had to spend £400 for some discount. I didn't receive a reply and on the 27/04/2020 i received a message telling me it was shipped! Woohoo, that was fast!! it said i would receive it in the next few days and so I got excited to finally fix my bike up and get back on the road after winter..........I this had happened then it wouldn't of been a problem, another happy customer! but....it didn't....i received an email saying it hadn't been shipped and they had to wait for stock of the wheel until they could send it again....little dissapointed, but i'm understanding, difficult times globally so that can be forgiven and still excited for my products. At the end of some of their emails they write about how we can ask questions and they will get back to you etc. so i sent another email! Asking again about the discount just in case my email was lost/deleted and didn't want to bother them by phoning up - email is easy. no surprise i received no answer. So on the 01/05/2020 I phoned them up to get an answer to my question about discount, see when the order is estimated to be sent (because i had no updates on when in the apology email) and also ask if i could amend the order because now i found better alternatives for three items. The gentlemen was very kind and apologetic - said it was super busy and lots of new staff - he told me the order should be sent off the following Wednesday, he would amend my order but to send sales an email confirming my order changes just in case and also ask them about the discount. Straight after the phone call I did ask he told me, then, waited. Still no reply to my email........at this point its not the fact my order is delayed that bothering me its the customer service and lack of care for email/queries making me the one having to constantly chase and follow up. (3 emails no replies) The next week came (04/05/2020) and i called again - this time asking to see if i could add something to the order (yes here i do so how i could have been an annoying customer - but why wouldn't they want my money/service) however, he told me the order had been sent.....What?? i didn't receive an update but sweet! He told me it should arrive Wednesday and finally answered my student discount question - you have to spend £400 for 10% off - okay never mind about that then (still seems a very high number and maybe that bothers me a little too much). Time to wait for Wednesday! Excited once again!! The order ended up arriving on Thursday (again didn't bother me because the Royal Mail has nothing to do with Mango). opened up the order to find all three items i wanted taken off still included.......okaaay........now even worse! on the flip flop hub there was no fixed gear! on a freewheel! the main reason to ride a fixie! Now i was pretty annoyed because it mirrored the lack of care/attention on the customer service/packing side of their business never replying to emails and not amending orders after saying they would. If it was any single one of these problems in an isolated case I wouldn't have cared but in accumulation it really bothered me. Not a happy customer. I phoned up made a complaint and got the same response....sorry were busy...okay....new staff don't know what they are doing....heard it before, stop blaming new staff and get some quality control. (looking at other reviews cant believe i got in contact with them each time of trying! same gentlemen every time) He said sorry and that was all.....it was like squeezing water out a dry sponge to get them to refund the items i didn't even want in the first place. They finally said they would refund those and i didn't have to send them back but the best they could offer was 5% off, which you get for singing up to their news letter and they would send a fixed cog for the wheel. I said that was fine at least it was something, although, i don't have the tools to put the cog on so i'll have to spend more money getting the tool and time putting it on when they are supposed to do all of that. However, i thought the ordeal was finally over.......clearly not....why? because of Mango's amazing customer service - its now 22/05/2020 and i'm still waiting for the fixed cog to arrive for my fixie wheel! In all 2 weeks for the product to arrive, and 2 months still waiting for all my products.... As stated before, if you want good customer service STAY AWAY! If you don't care about deadline, being messed around, having to spend time chasing a company doing their work for them, reminding them of jobs they are supposed to do, then be my guest. I just shocked that other haven't received their bikes after weeks and i agree with them - it's not the delay that is annoying it the fact that on their website they say they are running as normal with normal times on every product. (maybe its changed now?)”

Helpful Report

Posted 5 years ago

“After 5 weeks on and being told that ‘it’s being built tomorrow no less than 3 times’ still no bike in sight or word on what is going on. Completely understand that with the lockdown and probably a huge number of orders going on the site it’s going to have a delay but like others I can now see the website advertising them being built in two weeks which just isn’t true. If you eventually do get hold of customer service which is not easy they are flat out misleading over what is happening and when I tried to cancel my order they are charging fees to ‘restock’ the bike seems like a con to me. DO NOT ORDER (well at least until a long time after lockdown and they might start valuing customers again)”

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Posted 5 years ago

“Five weeks now and still no bike! Funny how now when you go onto the website it pops up saying dispatched time is two weeks from ordering. When mine has been in with the build team for over three now. Not hearing anything at all now from them about my order through email. Customer service is shocking. I would cancel my order if I could cancel my cycle to work scheme which I am now paying for but it’s been too long and can’t cancel! Do not order from this company, not only do they lie to you and tell you on website the wrong build time they then don’t even give you a despatch date after they have already gone over the stated dates twice!”

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Posted 5 years ago

“I found Mango Bikes online whilst searching for a 'first' bike after around 10 years of not being on one. The extensive customisation options was certainly the biggest appeal and the 48 hour despatch time seemed brilliant! Unfortunately, it took around 4 weeks to receive the full order in the end with lots of backwards and forwards with email communication. Eventually, the bikes arrived and I must say they were very well packaged to protect the bikes and assembly was very easy. My bike is now known locally as the LEGO bike and I love it! It's a smooth ride (a little tender on the bottom but I'll put that down to not having ridden a bike in 10 years) Andrew offered us 10% discount on ordering and also threw in lights for both bikes. Overall, I'm impressed with the bikes but the customer service could do with some work.”

Mango Bikes 3 star review on 10th May 2020

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Posted 5 years ago

“Order placed during Coronavirus lockdown on April 17th. Really nice looking website, I spent ages playing with colour combinations to find a set up I was happy to ride. Ordering was a straight forward procedure. When I ordered my bike I am pretty sure the website was saying orders would take 7 days. After waiting over a week I went back to the site and it was saying 8 - 10 days. Now it is saying 14 days. But I have already waited 19 days and as far as I can tell, my bike Due to a huge number of orders received during Coronavirus lockdown which they talk about on their blog (https://mangobikes.com/blog/news/the-good-the-bad-the-ugly-thanks/), it is understandable that delivery times will take longer, possibly a lot longer. I get this and am not complaining about the wait per se. What I am complaining about is the customer service response to the delay. All I am asking Mango to provide is clarity about when our bikes, my bike in particular, will be dispatched. They have already exceeded their stated time on their website; then exceeded a dispatch date that I received via their website chat. Now they have resulted to just saying sorry without giving me any indication when my bike will be ready. Moreover customer service are taking over 48 hours to respond, and unfortunately don't even address my fundamental question - roughly how much longer do we have to wait? I have suggested that they provide details about how many bikes they dispatch per day and what order they are currently on, then post this information on their website. Customers like myself could then work out roughly when our bikes will be ready. Presently I have no idea at all how many orders are ahead of mine or whether I will even receive my bike this month. Don't get me wrong, I really fancy a Mango bike. I may still have ordered if I knew that it would take four, maybe even six weeks to arrive. Of course I want my bike asap. But my main concern at this stage is the very poor level of customer service that I (and others on Twitter and Instagram) have received. Saying sorry means nothing to me without being informed of details how long things are going to take. Dear Mango - your bikes look great. Your aim to provide excellent customer service is laudable. However, wanting to provide excellent customer service, and actually providing it, are two separate things. Don't try harder, do better.”

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Posted 5 years ago

“Absolutely delighted with the bike. Paint job is high standard and the build quality is fantastic. For the price it's an amazing purchase 🙂 Had a few trips out and just a delight to pedal”

Mango Bikes 5 star review on 6th May 2020

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Posted 5 years ago

“Bike: Looks fantastic, rides well. Easily assembled. Price: Very Reasonable - one of the more affordable Single Speed bikes on the market compared to other Single/Fixed gear brands. Delivery: Bike took 3 weeks to arrive. To those complaining that their bike did not arrive in estimated time - use some common sense? We are in a global pandemic, with courier services experiencing delays and WFH measures put in place. There has also been an increased demand for bikes during this time - combination of good weather and more free time. Additionally, the bike is custom built! Employees may be off sick, there may be less working due to social distancing measures, meaning less output and longer wait times. It was obvious my bike was never going to arrive as fast as it usually would. I waited patiently and received my bike in perfect condition. Why knock 2 Star off? 1. I ordered 2 spare inner tubes which were not included with my package. I have emailed Mango and awaiting response (2 days). 2. I agree with other customers that posting Social Media content, yet failing to respond to customers within 24 hours, is not particularly good customer service.”

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Posted 5 years ago

“Really stressed out reading all comments below having bought my own custom bike on the 29th only to hear nothing back on my inquiries as to when it will be delivered (i asked for a rough time guide nothing concrete) both via email and the chatbox on their website. Will happily change rating when i get a response.”

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Posted 5 years ago

“I'm writing this review after riding my new Mango bike for 1 week. The review is just on the bike and not the customer service (sketchy at best). I am a keen road cyclist and own some expensive bikes, but wanted something cheap to ride around town and with my family. My wife owns a decathlon btwin 500 singlespeed (£200) so will be comparing it to this. I have ridden both so will be able to give fair comparison. The frame and forks look very similar, although the mango bike comes in a much wider variety of colours. The paint finish on the btwin is better though. The wheels and tyres on the btwin are far superior. The days of narrow rims on road bikes are over I'm afraid. The wider rims and tyres on the btwin greatly improve the ride quality without affecting speed. The tyres on the mango were terrible and I quickly changed these to something decent which improved the ride quality, whilst reducing weight too. The other components on the bikes are pretty similar and work fine. They even have the same freewheel gear (44-18), although the btwin doesn't have a fixed sprocket on its flip flop hub so you would need to buy one, if you wanted to ride it fixed. Overall I like my Mango bike. It looks good, rides ok, but feel it is let down a bit by the wheels and tyres. It is also overpriced, especially when comparing it to the btwin. Decathlon is obviously a massive company with greater buying power, but £355 is a lot more than £200. If it was £300 I'd probably have given it 4 stars. My wife obviously gave the btwin 5, and I can see why it is rated so highly, and can see why it's out of stock!!!”

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Posted 5 years ago

“Paid my money, never received goods. Communication ignored. Avoid this company at all costs! Have reported to the Trading Standards.”

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Posted 5 years ago

“Do not buy. Do not order. Have been promising dispatch dates for last 2 weeks but nothing yet, terrible customer service. Avoid.”

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Posted 5 years ago

“Been asked by you guys to give you a review , firstly would be nice to receive the goods ? emailed you twice with no response . Will give it a couple more days for delivery . Let's see.”

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Posted 5 years ago

“I would love to leave a review on the bikes itself, however it hasn't been delivered so I will instead be reviewing the shocking customer service I received. I placed my order in the 17th of April and a message appeared in their website advocating their delivery within 5-7 days, I have now been waiting 16 days and I still have nothing. I understand times are difficult but as a business you shouldn't over promise and under delivery. What's worse is the response received from Mango Bikes, it's unprofessional and vague and just leaves me more in the dark. The annoying thing is I wouldn't have minded waiting 3 weeks (maybe longer who knows),if I was told at the start about the wait. They are still advertising delivery in 8 days which I think is a kick in the teeth as there are customers like me who have been waiting double that. Such a shame as this had the opportunity to be a great customer experience. I just hope when the bike finally arrives there are no issues with it.”

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Posted 5 years ago

“I love my bike and it was super easy to assemble. Communication is generally really quick and can't wait to go on some proper rides.”

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Posted 5 years ago

“The bike is great for amateur cyclists like myself. Mango bikes have been very helpful with a few issues I have had with the bike. The frame had a little chip in the paint (probably the couriers fault) which mango bikes offered to send the relevant touch up paint so I could sort myself. I also had a small issue with my rear wheel, I rang mango bikes and they recommended I took it to a bike repair shop which mango were more than happy to cover the costs of under the warranty. Overall a pleasant experience communicating with them and I love the bike!”

Mango Bikes 4 star review on 1st May 2020

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Posted 5 years ago

“Always had a great experience with Mango; website is easy to navigate, purchasing is quick and simple, and as a bonus one of my items was discounted!”

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Posted 5 years ago

“Had my bike a week and it’s perfect exactly what I wanted great value for money would highly recommend, brilliant bike.”

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Posted 5 years ago

“*Disclaimer- I understand these times are difficult however the business is clearly still operating Firstly I just want to say the bike I ordered myself is amazing, I love every part of it that fact it’s custom and to my own design I love it, this is however about the only positive. The whole buying experience was horrific, I opted to do part finance which took best part of 2 hours as it wasn’t an option on their site at the time so that’s not really their fault and communication was going good between emails and the sites chat. Once this was done it was the best part of 3 weeks before it was delivered I was told about no delivery dates ect nothing I was constantly been ignored via email and even tried using their social media. So the bike comes just how I imagined perfect after nearly a month of waiting I finally get the bike I wanted. However on only my 3rd ride I noticed a loose crank (which was already attached and tightened when it came) I thought nothing of it get home and by this point the thing is hanging off. So I bought a simple allen key from home bargains and take it off to realise there was a massive chip inside the metal creating the fault, this was after less than 10 miles of riding. The bike is now totally unusable. I understand these things happen it could of happened during shipping or at any point before that. So I sent a lengthy email with pictures and videos clearly showing the fault. This was 11 days ago now and I’ve tried all there social medias and email. Nothing not a single response like they don’t care about their customers. I’d like to add times are hard and it may take a while to get back to someone but the fact they’re still posting on Instagram, Facebook and Twitter and totally disregarding there customer is disgusting. Overall a very stressful experience and I would strongly strongly avoid buying from them at this time. Maybe I’m unlucky but I can see others having similar experiences, maybe in future they will improve their services as the product can be amazing.”

Helpful Report

Posted 5 years ago

“I started a conversation using the little message logo on your main webpage raising a query about some handlebars I was interested in. The message was read but no one replied.I repeated the message again the following day but again no one replied.”

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Posted 5 years ago

“I love my new bike. Item delivered on time and was carefully packaged.”

Mango Bikes 5 star review on 27th April 2020

Helpful Report

Posted 5 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