ORTLIEB Reviews 447

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Customer service from heaven! I’ve never experienced such next-level, human, timely, caring people. Bits of my bags were breaking, and on three separate occasions the team sent out the replacement parts, for free, to different locations whilst I cycled the great divide. They’re the best!

Absolutely the worst customer service I have received in years. I placed an order and never received an email confirmation. In the following days I repeatedly tried to contact them (easily a dozen times) through their "AI Chatbot" leaving my phone number, email address, and a description of the problem, mainly that I never received a confirmation email or receipt multiple times following the day of my purchase. They claim they called me back after the product was allegedly delivered, but if they did I was at work and not in a position to answer. My question, if you weren't able to each me via phone why not email me? You had the information, you knew there was an issue, you failed to contact me through one channel, why not try the other? And now you claim that my product was delivered, if it was, you didn't deliver it to me. Now they are being incredibly combative and refusing to issue a refund, instead stalling for time and opening a case with Fedex, sure.

For a sale to be valid in Quebec, the consumer protection act must be respected, and the issuance of a receipt is a necessary step to enter into a contract.

Section 54.8 of the Quebec consumer protection ac,

(b) where the consumer paid with a credit card or another payment instrument determined by regulation, as of the receipt of the statement of account if the consumer, at that time, observes that the merchant has not disclosed all the information described in section 54.4 or has not disclosed it in accordance with that section.

Section 54.4,
54.4. Before a distance contract is entered into, the merchant must disclose the following information to the consumer:
(a) the merchant’s name and any other name under which the merchant carries on business;
(b) the merchant’s address;
...

Since you never provided me with a receipt, you failed to perform your obligation as a merchant and the contract of sale is not valid and I can charge back with my credit card with zero issue.

Section 54.3 proves it,
54.3. No merchant who makes an offer to enter into or enters into a distance contract may collect or offer to collect a partial or full payment from the consumer before performing the merchant’s principal obligation, unless the consumer may request a chargeback of the payment under this Act or a regulation.

All of this for a 35$ CAD mudguard.

Never again doing business with you.

Unfortunately there is no option to choose any shipping company other than DHL, they do extremely poor job and you can’t deliver to the paketshops

The product was delivered, unfortunately after the purchase I receive spam to my mailbox with requests to give a rating. So I am giving an appropriate rating.

Had I known the customer service is so good, I would've contacted them sooner!

I recently contacted Ortlieb about a loose screw on my back-roller. Jess was extremely helpful and sent me a couple of spare pieces that arrived in 2 days and solved the problem.

I also enquired about some pieces I needed and the response was super quick and helpful.

Great customer service!

Having used Ortlieb back rollers and handlebar pack for many years of bike touring, I have been impressed with their easy-to-use, reliable rack attachment, and their durability. Setting off from Australia for a year's cycle-touring in Europe, I bought an Ortlieb 49-L rack-pack for greater capacity. A couple of months into the trip, I noticed that one of the handle attachments on the rack-pack had a manufacturing fault, and was likely to fail in the future. I contacted Ortlieb directly, and their customer service expert was extremely helpful, working through potential ways that they could supply me with a replacement rack pack, given I was on tour without a fixed address. Having managed to get a proof of purchase from my Australian shop (thank you Abbotsford Cycles!), Ortlieb arranged for me to swap my faulty pack for a new one at a shop in a town I would be riding through in a few weeks. Incredibly helpful, and greatly appreciated.

exactly what I expected, delivered on time.

Great product! Delivery was very straight forward. There was no unnecessary packaging and the product was easy to install! I am enjoying it a lot.

I ordered an Ortlieb Vario with the 3.1 locking system directly from Ortlieb’s UK site, managed by Lyon. The bag itself is excellent, but unfortunately, the locking system didn’t fit my bike rack, which has only a single vertical stud—a detail that’s only clear from the instructions. Disappointed, I started a return, but the customer care experience was shockingly poor. Instead of objective help, I received personal opinions, my concerns were dismissed as “never heard that it can’t be attached,” and my name was misspelled multiple times. The tone throughout was rude and dismissive. What’s worse is that I had to pay £7 for my own return, and they made up all sorts of different versions about their ‘free return policy’ which somehow I was not qualifying for.
This is a terrible representation of an otherwise good product, and after researching further, I found that prices here are also notably higher. I cannot recommend purchasing from this site; the poor customer service and inflated prices make it a frustrating and disappointing experience. Absolutely avoid.

I got the metrosphere backpack because y liked that the name of the brand is not very visible (I personally don’t like to show off brands), and the materials feel high quality.

I was caught in the middle of a rain shower while commuting today and everything stayed dry inside so it works so far :)

Item was exactly as described. The package arrived the next day, there were no issues with the delivery at all. Great, efficient service!

tiptop!

all was perfect :-)

hgreeting from luxemburg

Had a recomendation from a friend. Website was easy to use and navigate.
Deliver was fast!

Very effective in keeping the content of the bag away from rain.

Poor durability of my Ortlieb cycling bag and warranty claim denied

I purchased the Ortlieb cycling bag for my speed pedelec. Initially I had high expectations of its quality and durability. However, after a few uses, I noticed that the material was fraying at multiple points. This was not the first bag I got and first I thought it was my use but by now I think they just can't be used on a pedelec. I was disappointed to see such wear and tear in a bag that was marketed as a premium product.

Since I had opted for the warranty, I contacted the manufacturer to have the bag repaired or replaced. To my dismay, my claim was denied, and I was told that the damage was not covered under the warranty. This was frustrating, as I had spent a significant amount of money on this bag, but also on earlier bags and expected better customer service.

Under Dutch law, consumers have the right to a product that is of satisfactory quality and durability, and I believe that this Ortlieb bag falls short of that standard. I have attached pictures of the damage to the bag, which show that it was not subjected to any unusual or extreme conditions.

Overall, I am disappointed with the quality and durability of the Ortlieb cycling bag and the manufacturer's handling of my warranty claim. I would caution others against purchasing this bag and recommend exploring alternative options that offer better value and reliability.

The most annoying thing is the fact that this manufacturer relies on the fact that consumers have no power to press their legal warranty claim and just simply decides to deny the claim. I've done business with comparable companies and this is the worst way I've been treated. I do not recommend buying their products. Initially on the grounds of the quality, but second to the handling of reasonable warranty claims.

(wanted to add pictures, but apparantly not possible)

I recently bought a second hand Ortlieb O bag. It was offered at an affordable price in a condition described as "used and abused". Clearly the bag had a history, something I rather like and after a good clean it now sits happily on my Brompton bike and I use it every day. A thoughtful designed bag and a high quality product with a long life expectancy.

I’ve just got the Ortlieb commuter city pack 21l. Amazing backpack and great service!