“Still waiting for 2 orders. Why does it take 3 days to send to Royal Mail? Take some lessons from Chain Reaction and Wiggle.Super fast packing and delivery. Really ,really slow from Merlin.Maybe its a Nothern thing.”
“As with others, payment made and no goods received. They claim delivery made, but no details of where, when, to whom other than a vague description. And this was after I reordered the goods and paid for a fresh order needed for Xmas presents while they looked. Worst customer service I have ever experienced. Cowboy levels. AVOID THIS COMPANY.”
“Ordered some bike pants.
Same situation as others have reported.
Shipping delayed with no tracking updates.
Told by merlin to be patient.
Patients ran out when tracking had the item reach Australia, only to be sent back to London UK.
Merlin's response is to send the shipper an email. It's been a week and no updates.
It's concerning that another poster has indicated that the shipper (DAI) steels these items to onsell them. Well, it seemed to be DAI that controlled the tracking but I reached their tracking website thru.......FedEx!
I use my bike for work and have been ordering parts lately. Recently having issues with a defective tyre via bikeinn.
Online Shopping seems to be about screwing the customer at all costs and I won't be doing it again.”
“Ask them if they could ship a certain item to Singapore, which they do ship other items and they ignored my email, I sense that they are racist and would not help you unless you are of a certain colour.”
“No real effort made in terms of aftercare when II reported frame damage from misalignment. Basically washed their hands of it and "nothing we can do". Well OK then, I'll take my future business elsewhere and I'd advise others to do the same.”
“heb schoenen gekocht in januari. deze waren niet goed en teruggestuurd. elke maand geïnformeerd wanneer ik mijn geld terug kreeg. elke keer het zelfde bericht dat ik geduld moest hebben tot vandaag. na wederom een mail dat het nu een half jaar geleden was kreeg ik de mail dat ik mijn geld maar moest terugvragen via de payment provider? alsof die er iets aan kan doen???????”
“I purchased a bike online from Merlin on April 13th, 2020. Received it a few weeks later in Canada. After a season of using it for commuting during the warmer months of Montreal and for an occasional weekend gravel ride, the freehub in my back wheel broke. I noticed Merlin about the faulty freehub on April 3rd, 2021, well within my initial 12 months of warranty for the part. Merlin's customer service agent (Bex) responded to me on April 6th, 2021 to return the freehub to them so they could ship me a new one. In April 2021 I replaced the freehub at my own cost (need my bike to go to work), shortly after I shipped the freehub back to them. Radio silence from Merlin and no replacements were shipped to me.
Another season later, I have the same issue with my wheel in April 2022, indicating a faulty wheel. Merlin's customer service agent (Steve) now refuses to ship me the replacement hub that was promised to me and to replace my faulty wheel despite the fact that I noticed them within the warranty period...
Lesson learned: purchase from your local bike shop! I was hesitant at first to purchase my bike from an online shop for this specific reason but chose to trust Merlin based on its "commitment" to excellent customer service, which I have not received so far.”
“Basically $800 out of pocket never recieved order even after paying more that 43 shipping. They used a fraudulent shipping company DAI a Singapore company that steals high paid items and onsells them.
No items recieved and zero effort from Merlin to resolve except blaming customs when if took the time to look at where package is would understand.
Merlin's answer check shipping. Literally no business principles.
Understand shipping is a hassle but Discusting Steve and Gemma really the way being handled expected more”
“Terrible logistics. Ordered some items to be shipped to Australia, after 15 days of no updates on the tracking page I find out my items have been sent to the Netherlands! Customer service was rude and unhelpful. My items are waiting in the Netherlands to be shipped out, over 25 days since I first placed my order. Meanwhile items ordered on Wiggle arrived in Australia within 8 days!”
“I ordered Token Zenith Konax Pro Carbon Clincher Road Wheelset on 22 September. The item hasn’t arrived yet. I pay 1.169,18.
Today, on 29 September, these items price drop to 1.052,26. The gap between these two price 116,92. If i order today I will be pay 1.052,26.
I mailed this situation to merlincycles, they offer me to return the goods and reorder the same wheelset. If i return the goods, first i have to pay tax about %20, and this will be approximately 230,00 Euro. I asked will pay me totally 230,00+ 1.153,42= 1.384,02 Euro and if I return the good, I had to paid postage costs (they even don't know what is the postage costs!!!) they answered me we could not refund any postage costs or taxes.
I think this is not fair and this behaviour of solve the situation is very bad.
The goods haven’t arrived me yet, but price drop 116,92 less suddenly. And they don't want to solve this situation. I won't never order any items at merlincycles. And i never suggest to anyone to buy any item on merlincycles.”
“atrocious warranty service/ aftersale.
frame was send back in June after sending them email and photo of some crack around bottom bracket area. .. they agree to file a warranty claim . but till date. status from them is tht they are still waiting for factory to arrange a pickup of the frame. but when i email the factory. they said they are waiting for merlin to send the frame over.. from May when i found the crack n to when i had send them the frame.. it seem that nothing much was done and it Merlin waiting for factory to pick up and the factory is waiting for merlin to send.and some email on status goes unanswer and last update was that this had been handed over to the warranty department and they are working with the factory for the pickup... isnt that what they told me in AUG??? ..”
“I live in Europe and I have bought some articles for 93 EUR, and 15 days later I received a notification that I have to pay 43 EUR to pick up the parcel. I contact Merlin and they say that VAT was not included and that I have to pay duty on arrival. 43 EUR out of 93 EUR of purchase? Is that serious? Of course in the process of purchase I was not inform about that. I hope they give me a good solution.”
“I don't recommend Merlin Cycles at all. I've bought some tubeless tyres from them, where they haven't even specified what rim tape is included yet advertised them as tubeless ready. They were not tubeless ready. I rang up the company and the lady who answered was unbelievably rude. Customer service is clearly not one of their priorities.”
“Absolutely unprofessional and high risk vendor.
Placed an order which got re-routed back to Merlin-without me having even seen or touched the package- tracking showed they received the product back but customer service claimed they did not receive it and that they could not refund me until they do. It has been 6 months - countless emails- and nothing- I do not have the product I ordered and am out $250!! They must have insurance for this type of situation---the fact that the consumer is left footing the bill for a shipping SNAFU is ludicrous! STAY AWAY- Shop at Chain Reaction Cycle instead!”
“Appalling experience. Can't get a straight a answer from customer services. Emails go unanswered. Never again. Huge waste of my time and money trying to return unsuitable item.”
“Buyer be ware! I purchased a saddle bag from Merlin Cycles a month ago (web order WEB11280340), never arrived. Contacted them every 2 days with little response from Gemma in Sales and no one other than Gemma can respond. Terrible service, no follow up and they want me to resolve with Royal mail as they see them selves as not responsible, really? Who contracted them, me? Either way, I never received my order, I am out of pocket and they do not seem to care. Don’t risk it, do not by from Merlyn.”
“I have been a faithful customer of Merlin Cycles for years, but only in the UK, and I always paid with Paypal.
I now live in Tenerife and even though Brexit has happened they charged me the extra taxes included in the sale, sso all seemed good.
Paid 30 Euro postage for a frameset so not cheap, but don't mind paying for quality service.
This is not quality service!!!!!
My frameset has been stuck in Essex for a month.
I have rung Steve over and over again and he uses the same excuses about brexit, lack of flights internationally and covid.
I follow by raising an inquiry for them to track it down and 12 days with no extra information.
Steve blames Fed Ex and says there is nothing he can do.
I request a refund as my order is yet to leave the UK and it was ordered over 5 weeks ago.
Steve and the higher gods are refusing refund as they say they are not responsible for the delays.
It is a complete joke and I will not be using again.
As I am a international customer I was not allowed to use Paypal for this order, and I am really regetting this now.
I will be looking to take legal action against them as this is Theft.
International Customers stay away from this fraud based business!!!!
You have been warned!!!!!
I”
“Rocked up on site , shop is closed but open to online, so I ordered out side , payed online , and collected with in 2 mins, can't thank enough for a superior service I received, 10 stars , thank you so much”
