Rose Bikes Reviews 7,953

I bought a Reveal 6 bike last year, which I've loved having and have had many happy days riding. Unfortunately the carbon frame developed a crack in the downtube, I assume due to a manufacturing issue. There was a bit of hassle getting the bike shipped back (Brexit blah blah) and it took awhile to get looked into and fixed, but hats off to Rose they replaced the frame and sent it back to me here in the UK, all under warranty. So I'm very grateful that they had sorted this for me with little fuss, all whilst we've had to deal with Covid and Brexit. Thanks Rose!

Bought goggles the last one they had for sure I asked them and they awnser friendly back in 1 day with: Your lucky u had the last of them! Thanks for responding fast!

Customer service by phone is defunct.
Tape recording says: available on weekdays between 9AM and 1PM. Between those times all you get is two minutes of music and then the connection is lost. Same at the technic dept. After 1PM sharp they play the tape again.
After reading the reviews here I'd say the company is on the verge of going broke; I advice against sending them money anymore.

Otherwise the PR company who writes the answers to the negative reviews here would do better responding to the calls and e-mails for the customer service department, no?

PS: more evidence = the company's main phone number (in the right hand column next to these reviews) does not exist anymore.

Pretty good customer service. Initially ordered and paid for a bike from them, but Canyon received stock for a similar spec'ed bike and I changed my mind in the process . Refund came a little late, because if you pay with credit card, you need to wait for your pending transaction to expire. ROSE personnel won't be able to speed up the process. It took about 3 weeks in my case.

Overall, I think it is a reputable company. Some reviews here are definitely exaggerated in my opinion.

Having searched for Time Xpro10 road bike pedals I found Rise to offer the best price and availability. I wish I had taken more caution and read these reviews beforehand. Placed the order and received confirmation. I was completely aware that COVID was going to lead to some delays in delivering my package. Five weeks have passed and no indication my pedals have even left Germany. Co tasted CS and Andrea explain Ed it would take 2-3 weeks in light of the delays DHL were experiencing. Again, it’s been 5 weeks....

Multiple other emails have gone unanswered by Rose Bikes as to the whereabouts of my pedals. I have even tried contacting DHL to see if they know where my pedals are but the tracking. Umber hasn’t been updated since April 11. Also pretty much all of my delivery address is missing when I put in the tracking number. My best guess is that Rose Bikes failed to include the correct details for delivery and now I will never receive these pedals. Thank you Rose for making me spend an additional $175 on purchasing the same pedals. It was that or I avoid bringing my road bike on a trip I’ve been planning for some time now.

Just the absolute worst customer service. Anyone outside of Germany who is considering buying anything from this store because they might appear to be getting a good price on an item should proceed with extreme caution. You WILL experience problems with shipping that will lead to substantial delays and there will be ZERO customer service to support you when that happens. Just read the other reviews. They Reinforce this point. Do yourself a favor and avoid the future frustration by shopping elsewhere. Even if it is a few $ more expensive, at least you’ll get what you paid for!

Hello,

I cannot understand all negative feedback. Everytime that I contacted to customer service I got answer during next day and no issues with order or refund. Any shop or online store is not 100 % perfect, so we must also think our own actions. Any process anywhere cannot be so fast what we want. Rose bikes as well another shops works same way and I cannot say any negative for now.

Worst experience ever. From a recognized brand like that, I would have never think it would be this awful. I ordered a pair of wheels on the 22.03.21, after they received my paiement my order was cancelled saying they were out of stock. After I asked the customer service for a refund they answered me they never received the money, altough I gave them a receipt from my bank as a proof... it has been 4 weeks, 4 mails and no answer since I'm waiting for this refund... Not a company to recommend at all. Really disapointed on this situation.

I ordered a Garmin bike computer. Rosebikes.com offered it at the best price I was able to find. The package was shipped promptly with accurate tracking details. I received the parcel a week after the order (Ireland). Product arrived as per description.

UPDATE (4.25.) My bike was shipped on the 22nd of April. People at Rose bikes looked into the matter after my comment here, sent another reply via email and updated my order status to ‘parcel shipped’ on the same week.
I will update to 4 stars now and to 5 stars when the bike arrives.

I ordered a bike in November, 2020; delivery time was promised to be in April. I was happy with that, understood the situation with covid as well. I emailed them on the 10th of April asking for an update and received a 2 line message 5 days later (today): “thanks for your message. Your delivery is expected to arrive in mid-June.”
Any other company would have sent an automatic update if this happened or gave options to compensate you/change your order.
But not Rose bikes! Nope! They will send you 2 lines and sporty greetings from Bocholt. And this is coming from a super hyped German company. Shame.
The next thing I’m looking forward to IF this bike ever arrives is some sort of aesthetic/functional problem with it that will take another 8-12 months to sort out...
Save yourself some time, money and an enormous amount of hassle and look for another brand. I wish I had done the same back in November.

Catastrophic guarantee service. Real slow, super unefficient, doing nothing when a package arrives to their shop. Never buy from Rose again. Every other german webshop is better than Rosebikes.....

Very happy. Will definitely be a returning customer

In the past all my orders were OK. In the last year something changed, all my orders got issues. Wrong item deliveries, double payment withdrawal, fighting with customer service to be able to use my leftover credit from previous order(!!???).
Also despite the promise of using my credit, this not happened, I was charged for full summ. This happened not once, but twice! Now I have no access to my leftover credit (sitting on the account of Rosebikes), and I am paying extra bank transfers, and extra costs for goods. Never got a "sorry", nor attitude of good willing problem solution.
I am deeply disappointed, I feel robbed, could run for my money, but I am exhausted after 20+ emails.
Unlike couple years ago, I can not recommend this company any more.

EDIT 5 days later: after the complaints and providing structured prooves by me, I have got refund with an admit of a system failure. This is correct, BUT still leaves room for improvement to reach a pleasant customer experience. No apologies for inconvenience (human factor), I still don't feel ok, that as customer I have to look up the history, collect and provide information instead of looking into an ERP (system and human factor).
I hope my story helps to get back on track, and to avoid similar issues for others and even for Rose bikes.

I have never seen such poor customer service.

I bought a bike a few months ago (October) and am scheduled to receive it next month (May). I have decided in the meantime to go with a bike from my local shop so that I could have the service close to home. It was an excellent decision.

Wanting a refund, I wrote to Rose. 7 emails later, I have only received one answer from a customer service rep called Matthias telling me to give my bank details. I gave them to him asking through 3 follow up emails about when I could expect a refund but complete radio silence. As mentioned, all in all, I have sent 7 emails with only one poorly constructed answer from the company.

I still don’t have my refund and I seriously don’t know when I’ll be able to have it. I’ve been chasing the company for a month now but literally nothing has happened.

I am appalled at how bad the service is. When I called their local Swiss rep, he highlighted that I was not the only that could not get decent service (in his own words).

There is a serious problem when your own employees admit how bad the customer service is...

Anyways, I’m still waiting for the refund and am pretty darn sure I’ll receive the bike that I don’t want anymore since they are so slow at responding.

Maybe this will change something. If not, I’ll just keep on updating the post.

EDIT: 1 week later still no money back. I have been trying to get it for over a month now. Sent the 7th or 8th email to customer service. Not expecting an answer anymore but who knows...

After some initial hick-ups in delivery my order finally arrived yesterday after almost 1 month of waiting and sending emails.
Thanks to the intervention of the customer service manager the situation was unblocked.

customer service is a disaster. you must be satisfied with at least a 5 days delay response or no response. moreover, they do not answer questions and do not solve problems. run away.

Ordered wheels that the website said were available, paid for them direct debit, immediately got message that the wheels were out of stock and would not come back in stock... Contacted both Dutch as well as German customer service for reimbursement of my payment: no response whatsoever. They have my money but I have nothing to show for it..

EDIT (based on comment of vendor): yes, the order as canceled but my money was NOT returned!

Edit 2: finally received my money back after 2 weeks. All in all not a great experience but I reserve 1 star feedback for crooks and these people aren't so have increased my rating

TLDR;
Their “back in stock” promise is a lie. I waited 4 month for items with 3 weeks back in stock promises. Also they prioritize new orders so if your ordered item is in stock, they will sell it to new customer instead.

Full story

Dont trust their promises on availability. I bought a groupset at rose 4 month ago. They shipped me a derailer only and as you might guessed, I never received my groupset.

After 4 month waiting for items with 3 weeks lead time, I asked them to clarify when they will deliver my order and asked how can I get my money back (including already sent derailer) in case the delivery will not happen after one extra month of waiting.

They just cancelled all my other items. Now I am expected to sell the derailer myself or what? I am also left without my bike with I patiently waited for 4 month.

Burn in hell Rose.

I'll be honest Canyon, I didn't choose you first.

I went to a shiny showroom in Bocholt. I overlooked the 45 minutes I had to wait for a sales person to help me because I was drooling over the sexy gear, and afterwards spent hours on their website chasing a deal. But things weren't as Rosey as they first seemed.

I ordered a bike and received a message the next day from their customer service saying it was already sold. I then spent 4 weeks looking at exactly the same bike that was clearly sold (and others). They simply ignored my next attempt to order. Yep, they simply ignored a customer trying to order a sexy bike.

Dreams shattered, I decided Canyon might be an alternative. After visiting your showroom and finding everyone far more attentive, I went away with a positive feeling and ordered soon after. I couldn’t be more pleased with this decision except for one terribly embarrassing but significant problem you've caused me.

Seriously, the damn thing has made me so fast, that now I have problems on the Cycle paths avoiding old ladies, small children and packs of tame dogs on leads. Do I collect points for taking them out like in Grand Tourismo? Just checking…

My local doctor lives nearby and he and his wife hate the inconsiderate bikers that zoom by. Don't be one of those he tells me. He showed me a picture of one of his wolf-dogs and told me that it bites, but that he'd make an exception for me as he likes me. Apparently his wife knows Krav Maga and likes to beat up dangerous bikers. Point made.

To avoid violent assault, dead dogs and wolf-bites I might have to take my new bike on the road. That's a huge step up for me and scares me almost as much as my doctors' wives' special forces training.

But overall, despite the threat of Rabies, multiple broken limbs or the dangers of live role-play Grand Tourismo Duesseldorf, I think I am happy that things didn’t turn out Rosey for me after all :)

I ordered a home trainer which should have been delivered within 4 weeks. 6 weeks later, and no contact from Rose Bikes, I requested a cancellation and a refund within 15 days (legal deadline). 3 weeks later, and despite several reminders, I still have not received any refund and Rose Bikes is still not responding. I now have to file a complaint with the courts to recover 900 Euros. I ordered the same trainer from bike-components.de and they delivered within 48 hours. Notice to fellow cyclists: do not fall into the same trap and stay clear of Rose Bikes.

They say that the refund "will be made in the next few days", but they have been saying this for months. The legal deadline is 15 days - the law is very clear on this. Why does Rose Bikes not respect European law, or even its own General Terms and Conditions of Sales?

I have ordered a front Shimano V brake marked as "In stock". Order confirmation arrived with 6 weeks delivery time! The explanation from customer service is "Corona crisis" and "If we had inventory, we would have shipped the package." Currently, Shimano is not even listed as a vendor on the website. No similar item or money return offered. The only offered support was "technical service". As my daughter can't use her bike now, I have ordered from China. Let see who is going to be faster. I may end up with two front brakes. Better than none.
Update 02/03/2021: The brake has been delivered today. Thank you. The other order from AliExpress is scheduled to be delivered tomorrow. I still believe that items should not be marked as "In stock" on your website when those are NOT in stock.