Uncomplicated, convenient and usually even at the best price - ordering your dream bike from a mail order company is quick and easy. But woe betide you if surprising delivery times, hard-to-reach service or sloppy assembly spoil the fun.
The circumstances in the event of complaints, warranty claims or repairs are considered disadvantages when purchasing bicycles via mail order companies. The customer often has to repackage the bike and send it back at their own expense. After that, there is the threat of an uncertain waiting period without a bike. Some mail order companies, on the other hand, offer service and repairs in co-operation with local dealers.
We asked you in an online survey about your own experiences with repairs, complaints or guarantees when buying your bike from a mail order company. Here is a summary of the comprehensive results:
Consignor service: BIKE readers' experiences - summary
In our online survey, over 500 participants rated the purchasing advice, the ordering process, the dispatch and the manufacturer's response to complaints or warranty claims.
40 per cent of participants ride a Canyon bike. With good technology at fair prices, the successful mail-order company from Koblenz has been winning many comparison tests and therefore customers for years.
Almost all mail order companies achieved high satisfaction ratings with only a few negative ratings in relation to pre-purchase information, ordering and payment as well as dispatch processing. Radon and Rose achieved above-average positive results in this area in our survey.
Respondents' dissatisfaction rises sharply when it comes to complaints or warranty issues. Over 20 per cent rate their experiences in this area negatively.
You can read the complete shipper test from page 62 in BIKE 8/2019. The Article is available individually as PDF. You can find the complete digital edition in the
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