Very bad company with terrible customer service that refuses refunding items stating unfair arguments

Poor customer service After reading previous dissatisfaction, there appears to be a recurring theme, where Merlin cycles are rather unhelpful when it come to problems with delivery/return. Poor customer service. If you want a stressfree experience there are better cycle shops online! My story: I order a front derailleur to fix my bike for a race, thought Merlin, reliable no worries. Ordered on 6th and opted for premium delivery. With dpd. It didn't arrive until 10th! I contacted Steve at Merlin to request a refund, which he agreed to if it didn't arrive next day. I warned Steve at Merlin cycles on the 9th that the tracking for dpd said they had shipped in to Cornwall (I live in Glasgow). After several emails I still received no reply until the 15th! While Steve stated he had a family bereavement which is terrible, he then said he would renege on that refund because I had opened a PayPal case for the exact cost of premium delivery. Is this helpful? You might not be responsible for DPDs error, but they were couriers of your goods and hopefully customer satisfaction means something. At no point did I know or Merlin cycles website display they had closed business for the week. Still waiting on a refund.... Keep treating customers like this and we'll see how long business lasts. read more

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 !!!! read more

Absolutely the worst retailer I've ever dealt with. Refused delivery on an item after I was made aware that there was an undisclosed customs fee due of $100. It's been months. Package somewhere in the UPS system but nobody knows where and Merlin cycles couldn't care less. Why should they ? They have my money and I have nothing. read more

I ordered a blue cycling cap from Merlin Cycles a few weeks ago. They were showing it as in-stock on Merlin Cycles' website, however, unbeknownst to me, Merlin was actually out of stock of all four colors, and sent me a grey hat that didn't even appear as an option on the product page for the cap I bought. I sent an email to Merlin customer service, and Gemma, their representative, was absolutely terrible. She didn't apologize about their mistake, she refused to send me the blue cap that I ordered, and the refused to refund my order, which I think is absurd since they completely failed to send me the product that I ordered! There were so many points of failure on the part of Merlin Cycles that I'm very concerned about their ability to run a business properly. I would be afraid to order again from this business since they are not trustworthy and they cannot even apologize or compensate for their mistakes. I mean, if I were a retailer and some particular product was out of stock, I would reflect that on my website, and if some order had slipped through, I'd email the customer and tell them that we were out of stock. Instead, Merlin, which made the error here, has blamed me. Unbelievable! Caveat emptor. read more

I was a longtime customer of Merlin cycles. Recently, I ordered 2 sets of Dainese Trail Skins knee pads and both were defective. Merlin asked me to return the first set of pads and I paid $27 to ship them back. They said they would refund me the shipping cost and I included the receipt in the package. When I got refunded for the purchase price of the pads, they said that they didn't get the receipt and refused to refund me the $27. I said I needed to return the second pair and they said they couldn't refund me the $27 for returning the second pads and the original $27. Side note-I had a pair of short fail from Chain Reaction Cycles. They had me send pics and they immediately refunded me with store credit without having to return the shorts. DO NOT BUY FROM MERLIN!! If you want the advantage of paying no tax from European bike shops, just go to chain reaction. read more

Worst bike buying experience ever. Ordered online, paid in US dollars, was charged immediately, and waited almost a month with no communication before being told it hadn't even been built yet. Waited some more, and then ultimately threatened to file as a fraud with American Express before it was finally shipped, then put back on hold while Merlin decided to switch shipping companies mid-sale. When it finally did ship, they misreported the amount paid on the US customs form, charging me well over $250 USD extra in customs and duty fees because of a clerical error on the part of the "shipper" (Merlin Cycles). It is now over a month since ordering, and still, no bike. If this dissuades one single buyer, I can die peacefully, so horrendous was the process and purchase of this item. read more

Be warned. I ordered a pair of 46 cm handlebars. They sent me 44s. I wrote them about the error assuming there would be no issues in getting a refund/ replacement. They gave me the run around asking for pictures. Then they asked for the order number (which I had already sent). I sent both, again. Then they said I was measuring the bars incorrectly. (I wasn't, and the packaging is clearly marked 44cm.) So 87 dollars later they've essentially robbed me. Strongly suggest ordering from anywhere else. Never had a worse customer service experience. Attached are pictures that clearly show they sent me the wrong product and are refusing to do anything to remedy the issue. @merlincycles I wish double flats on you on all your rides for the rest of your days. Also, i've never written a negative yelp review before but being robbed doesn't really sit well with me so congrats fuckos on sucking enough to make me bother. Take your business elsewhere. read more

Merlin Cycles - Bikes Near Me - Chorley, LAN

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I ordered mudguars to New York a year ago and it came faster than if it was framed by L.A, this is my second order, before buying, verify the specifications you can trust Merlin read more

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I found Merlin to be a very good online source for bikes and parts. None of the stock is over priced and what you do get is very good value for money. I have brought from them on a number of occasions now and I have never felt let down. Would recommend. read more

Merlin Cycles - Bikes Near Me - Chorley, LAN

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. read more

Awful customer service. Prices are good, but their return policy is a joke. Only buy if you really know what you need. If you put something on your bike and it doesnt work for you, than you are out of look, because they dont refund anything that has been fitted to your bike. Dont expect the same quality service you get from other big online retailers. read more

They used to be good, I have bought quite a few things from them, but I have had the worst customer support I have ever experienced I bought a pair of cycling shoes from them, and the address was missing the apartment number. FedEx stated that the delivery was completed, although I never got the package. Merlin does not want to help at all: they need to start a claim with FedEx, but they will not even answer my emails or calls. They just will not help, as they say once the package shows as delivered, they will do nothing more. They will not start a free claim to help me find my package. It is just infuriating, they won't lift a finger to help out: they asked me to call the post office, I did, they asked me to check with the building, I did. Fedex told me Merlin has to start the claim, as they are the customers, but they just won't do it. Gema, from sales support is the worst customer representative I have had the bad luck to deal with. Be advised, if you have any issue, this people will leave you to rot, with no money and no order to show for. read more

I bought a bike direct from the Merlin website that is now written off after 3 years because Merlin can`t supply or recommend a headset bearing that will fit the frame. Merlin also has in its possession some of the components from my bike. Merlin have been give the frame number, the headset components and a photo of the frame. They've not returned the parts and 'can`t help'. I am now left with a 3 year old bike that can`t be ridden, nor can I take it to another mechanic to see if they can help as Merlin still have some of its critical components. I expected I was buying a well-priced bike. It seems I`ve bought a poorly priced set of components. I`ve written to Merlin who have ignored my letter. This after-sales service is frankly shocking. For a bike to be obsolete after 3 years due to something as simple as bearings, for me to be left with a dismantled bike that I can do nothing with, for Merlin to have some of the parts and to wash their hands of it I find completely amazing. I wouldn`t buy a loaf of bread from them in future. read more

My Merlin order was short parts. Informed of the situation, Merlin did nothing. Possibly the worst customer service in the bicycle industry. If you expect to get what you've ordered, avoid Merlin. read more

Recently brought some sports clothing from Merlin Cycles. Although this is an online bike shop there are a number of items that were ideal for running. Also brought one of thier Camelbaks which has also proved ideal for longer runs. Delivery was quick. read more

Merlin Cycoes lost canceled order in transit but still improperly charged Visa. UPS tracking verified LOST in transit and must file claim while the other show successful delivery back to Merlin UK. I call and spoke to J, there (to claim credit on their lost pkg.) who, in the same breath, vaguely apologized but then in an indignant tone spoke over me and justified the double charges. To date... she refuses to escalate with management, only pass me to her lackey Stev, assuming I'd take their delivery loss! Not respecting a client's time and credit card privacy is the height of ignorance for any business. Based on all the 1* reviews it's obvious there in it for quality, service and don't follow the merchant customer good act... only see your dollar $igns. 0 stars for this Horrible highway robbery!! BUYER BEWARE!!! "DO NOT TRUST" read more

Terrible customer service experience. Merlin shipped me the wrong item (it's error) which I returned several weeks ago according to their instructions. Still no sign of a resolution, inadequate customer service replies, my return shipping fees still not refunded. Will never purchase from again. Absolutely terrible. read more

1st road bike delivered badly damaged due to very poor packaging and zero quality control, bike returned. Several weeks later having to chase to get updates the 2nd bike turned up with good packaging but missing seat pist clamp and front wheel skewer, therefore after a month having paid out in full I still have no bike to ride cant even assemble. Quite unbelievable Merlin operate with such little care or attention to detail and customer satisfaction read more

I bought a pair of NorthWave Flash Arctic GTX winter road shoes, on the basis they were waterproof & windproof. I've used them 3 times in the wet now and the insoles & my feet were saturated when I got home. I contacted Merlin who said they would need the shoes sent back, where they would then send them back to the manufacturer for inspection. I contacted NorthWave and they forwarded me onto i-Ride.co.uk who said I should send them back to Merlin for warranty issues. If I send them back to the retailer, Im worried they'll be lost in transit forever. Now I have shows that are defiantly NOT waterproof. Very poor customer service, so wont be buying anything expensive from them again. read more

The biggest problem with Merlin is their customer service or I should say lack of customer service. They provide the least possible amount of it. They lost a package of mine and it took them a month to do anything about it and only after I badgered them several times to give me an update. They refunded the money finally. However, they have products on their site that don't come up on searches and you almost have to stumble on them to find them. That seems like a bad business model but more the worse for them. They also have products that don't match the description and even after brought to their attention they don't change it and don't even verify whether it is right or wrong. They ask for a review of products but won't post bad ones so no one sees the poor reviews. That is just plain dishonest. They prices inexplicably go up and down and they lie about it and say it is was due to YOU looking on the UK site and not the American site. Wrong. They post misleading sales meant to make you believe that they apply to the site you are on but in check out they don't apply it and guess what? That discount was only for the UK site. How convenient. There are products that they claim can't be shipped to your address presumably because it is going to the US but no explanation is given. What can't be shipped anywhere in the world? Makes no sense. And if you have a detailed question about a product they just reiterate what is on the website. They are too lazy and obviously too ignorant of their products to even know what the problem is. They are just a clearing house for products so buyer beware. read more

Worst customer service ever. They sent me a defective wheelset but wouldn't accept a return unless I paid full shipping back to the UK (from Canada) so over 200$. I tried hard to find a solution but they wouldn't hear of anything and won't accept their responsibility. These guys are horrible and do not deserve your money or trust. Avoid at all costs. I wouldn't do business with them even if the merchandise was half-off... do yourself a favor, avoid the headaches and frustration and bring your business elsewhere. read more

Placed an order from the USA on July 3rd, 2018 and received email confirmation. Read on website to allow 3-8 days depending on season for assembly and processing for shipping. 10 days later received email stating "We have come to send out your order and I am afraid that we do not have stock of the bike which you have ordered. I am very sorry for this error. I have refunded your payment." Replied disappointed and miffed it took 10 days for them to figure out they didn't have the stock when I could have been looking for a replacement and not had my money tied up. Even more disappointing as a first time customer, there was not even a consideration of the wait time and offering of anything even close with an offer to expedite the processing a little. Very disappointing and can say regardless of how many great reviews I find for their products, this first experience will serve me well enough to not only never order anything from them again but, will neither recommend any of my friends to consider ordering from them either. A shame that a couple of additional minutes of typing and communicating could have had a totally different experience with this company. read more

Poor warranty / return policy for customers outside the UK, I do not recommend using them if you are not local. Unfortunately had a bad experience with a set of tires I purchased from them, they were defective and were ruined on my first ride with them. read more

Terrible experience with Merlin Cycles. I ordered a bike bag and another item from them 3 months ago, It still has not arrived. They refuse to refund me or send a new item. I would not recommend this company to anyone! Oreder #WEB8625924 read more

If you are outside of the UK, do not order from them. Even within the UK, it may not be worth it. If they send you a bad or wrong item, they simply refuse to acknowledge the error on their part and suggest that you return the item to them - AT YOUR OWN EXPENSE. From the US to the UK, you are looking at very significant shipping fees. In short, you will break even or lose money even if they refund the cost of the item. So they win and you lose. So, while their website suggests that they will return shipping fees for international orders if their is a mistake on their part, the reality is quite different. You are warned. read more

Awful customer service. Stay away from this company. I purchased a new frame ($1,700) and it arrived with missing parts in the build kit. I've spent a month communicating with them trying to get the missing parts and nothing. read more

Charge you for premium shipping and then send your stuff standard which is free poor customer service do not use them they just don't care read more

I had a horrible experience with Merlin Cycles and Customer Service!!!!! I recently placed an order for a MTB part and tool. After ordering I immediately realized that I had ordered the wrong tool. I immediately sent an email to cancel or modify the order. No one got back to me. I again sent two more emails the next day explaining my situation and also reached out to them on Facebook, again no one got back to me. another day goes by and finally the next day my order ships. so 3 days no contact and then after the order ships they email me and say sorry were to busy but that I can pay to have it shipped back and then pay again to have the other item shipped back. I think this is poor service they would have made more money if they cancelled the order and let me re-do it as the right tool was more money. But now after this type of service this will be my first and last time I order from them. Also I wrote a review on trust pilot.com and it seems that any time someone post a bad review for their site they report it for coarse language, I guess thats their way of only having good reviews for their store if you don't believe me check it out yourselves theres no bad reviews and all the ones I assume would be bad you can't read because they report them for course language. So beware if your dealing with Merlin Cycles I definitely didn't feel like they put their customers first. read more

Horrid international shipping. I paid with PayPal with it coming to an address which has been confirmed for years. Merlin shipped using Trakpak. Nine days later later Trakpak claims they can not find the address. Really???? A USPS Post Office box right inside of the Post Office building.... This was my first and will be my last order with Merlin. read more

I buy so much stuff from Merlin, there's always a great deal on for something, with fast, free delivery. Its a rare week I don't have a Merlin delivery! read more

International US customers beware! I recently placed an order and even though Merlin claims to offer free shipping to the US, I received a call from the carrier requiring I pay $124 in customs fees. I and other friends have ordered from Merlin before without ever paying customs fees (wheels, framesets), so this appears to be a new cost Merlin is casually passing on to their customer without full disclosure upon checkout. Yes, they have a Ts&Cs page which says buyer may incur separate duty costs, but there is nothing about that on their shipping costs page and no mention of it at check-out. With any other international purchase I've made, there is always an obvious summary of charges at check-out. I truly hope Merlin resolves this matter or they will have lost a significant group of US customers. As I was told by their customer service rep when I called, "it is not Merlin's job to educate US customers on international duty charges." Fair enough, then I will. read more

I order a di2 Duraace groupset from Merlin.  i was a bit weary given the price was so good and ordering from Europe.  Also other Yelp reviews were mediocre but not horrible and no searches came up with total rip off so I took a chance.   Had plenty of time so did not rush the package.  I was super happy with the parts, price and delivery.  A local bike shop had ordered some supporting parts and they took about a week and they charged for shipping even though they cost over $400.  The parts from Merlin, shipped from England to Oregon, took 3 days.  All parts were perfect and actually there was more in the set than advertised.  Had not expected cables, batteries,  junction boxes etc.  Not mentioned on purchase, but they came and saved me even more money.  I wish my local bike shop was as responsive or competitive.  They had ordered some of the same parts and will not take them back since "special ordered" even though I could have purchased from other sources with full return policies.    Super happy with Merlin, and I will come back for more.  I only wish they carried more high end clothing.   I will definitely tell others about how good I was treated. read more

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 read more

As others have said, do not use Merlin if outside the UK. They never shipped my order and had no tracking information for it, but still blamed the shipper. After 3 weeks still would not provide a refund (or tracking). I had to dispute the charge with my credit card to get my money back. There are other great sites in the UK that ship with top quality shippers. No need to waste your time here. read more

I ordered a set of high end MTB wheels from Merlin. Merlin Cycles processed my order promptly and notified me that my order would be shipped three days after I placed the order. That was the last good news I recieved. It's been 50 days now and I still don't have my wheels or my money. At 21 days I notified Merlin of the issue by email. I recieved a polite email reply noting they would follow up with the shipper. I was givena shipment tracking number that only shows the origination of a theoretical shippment with no update. I followed up every four to five days with little affect. At 40 days I demanded my money back and all communications ceased. We have now referred the issue to Paypal for resolution. Do not order from Merlin Cycles if shipping to the US. read more

They contacted me via email today and apologized for the delayed response and said they'll be sending me the missing part.

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. read more

I returned a pair of shoes and they lost the parcel... the customer service is terrible, slow and I FINALLY LOST £130... what else????

not recommended at all! the worst company I have ever dealt with!! its the first time in my life to see a company that doesnt have a tracking system for its items. However, i was fine with that for a while until I found out that their customer service is so bad to the point that my items didnt reach within more than a month and they were just shuting me up by saying it will reach it will reach and that they cant even track it themselves! how the hell cant a company track items that it shipped by itself!!!!!! and BTW,,, frankly am not the only one who is facing that! read more