Ribble Cycles

I am in the USA and I bought a Ribble Ultralite clearance Bike (2016) bike unseen. It was because a member of a bike forum bragged about the quality of his bike. I bought it and the customer service and communication was no different than a of Local Bike Stores. It arrived much faster than expected. They said it would be delivered by Monday of the following week but I got it the Friday week of. Everyone I know is impressed by this FAST starter bike with Tiagra Gear Set.

I phoned several times to enquire about bike frames stock availability on a few models I was interested in (the site said they were in stock). I wanted to collect one today (Saturday) but after 30 minutes of no one answering I double checked the website and it confirmed they were open

"We open 6 days per week Monday-Saturday inclusive 9.30am-5.00pm"

So I set off on a 130mile round trip sure that as the site showed stock I would find a frame.

After 2 hours journey due to heavy traffic I finally arrived and went into a surprisingly small showroom with just a few bike in it and several people queueing to collect things when I got to the front of the queue I asked one of only two staff on duty about framesets and said I wanted to take one away.

The member of staff told me that they were all in the warehouse and he didn't know where they were so I couldn't buy one today....what a waste of my time (the site does not tell you as far as I can see that you can't call and buy stock products on a Saturday).

I set off back home no frame but with resolve not to buy a Ribble product.

Ordered a bike online, called to ask regarding a bike they had on offer and offered great advice so changed my order with no problems, received bike within 10days of placing my order. Packaged extremely well and perfect instructions, thanks Ribble!

Ordered a new bike form Ribble - It arrived 2 months late which was not a great start then they let me take it home with some parts missing. They did however sort the issues out after I returned it to them.

Maybe their QC is a little off, but they sort the issues out.

Great bikes for the cost & they are always willing to give advice.

I already recommend them to friends.

Unprofessional and withholds your money.

Ordered a helmet online with next day delivery. After 5 days called for update. Person was very polite and said they had "some issues" but item in packing. Fair enough - things don't always go smoothly and kindly refunded the P&P.

A week later still no helmet.

Called to discover helmet not available and no idea when it would be. Requested a refund which was accepted.

Called back when no refund received after 3-4 days. Apparently had been placed in accounts for them to process. Might take a week or so.

Not acceptable so asked them to process that day and get back to me. Received a call that they had refunded me 50% of the cost of the helmet.

That's 50% of something I paid immediately 100% after two weeks?! They went back, reviewed and finally received full refund.

Smacks to me of a either a very poorly run company, with poor internal systems not suited to online sales or worse one with poor customer ethics. This does not appear to be a one off either.

Either way their are far better online retailers that deliver a superior service Wiggle/Evans/CRC etc or cheap bikes Canyon/Rose etc. that I can see zero reason to ever come back to this company.

I bought the 2016 GranFondo 105 online a few weeks ago and the customer service has been exceptional. Ribble are an English online outfit and cut out the intermediary and whilst you might not get the comforts of being able to nip into the shop down the road they more than make up for it through their product competitive pricing overall service and package. All bikes are custom made so remember to order well in advance

I have bought numerous items online from Ribble and am very happy with the low prices, the good quality, and the prompt customer service. I am very happy with the Aero 883 which I have used extensively for club rides, commuting, and now randonnée. I am in California, so it took a bit of faith to buy a high end bike from overseas, but it was worth it. I had one return, for a pair of wrong-sized shoes, but the refund was promptly deposited in my account.

Well priced and the website is super userfriendly! I love my Ribble bike, best roadbike I have ever owned and ridden

Expect to be severely disappointed if anything you order has to be returned or repaired.

The customer service is almost non-existent and you will have to make all the running for anything to happen, you just cannot rely on Ribble themselves. Any progress that does miraculously happen is at a snail's pace and then only if they read and respond to your multiple emails, phone calls, requests for callbacks from managers who are never available, social media complaints etc.

They are very quick to take your money but once they've got it then you are totally on your own.

In addition to customer service, their ability to actually build and set-up a bike is also questionable, my local bike shop had to sort out the gear indexing which was a total disaster and obviously not given any kind of testing other than a turn of the pedals with the bike on a stand.

Very disappointed.
Only order if you are in no hurry for your items.
1 week and order not dispatched. Order status of ‘in picking’ for 2 days – 2 days to put some wheels in a box! Really!
No reply after 48 hours on a polite email chaser asking if they had any issues.
I never complain and the lack of communication has annoyed me. Tell me you are busy and I can live with it, ignore me and I think you are dreadful and post a 1 start review.
Wish I’d paid the small amount extra and used Wiggle as usual.