Rule 28 Reviews 104

Fast delivery of great products! Order two items and they arrived next day and looking forward to trying them out on the road👌

I was really excited about the kit and the brand, but have been really let down by a shoddy customer experience.

I wanted to order some bib shorts in size S, so I put some in my basket but as I was going through checkout I couldn't get the 10% promotion currently on their site to apply to my total.

I reached out to customer support via email but after 24hrs+ of no response (it's now about 2 weeks on and still no reply), I decided to just open an incognito browser and begin the order again (this time mistakenly selected XS as that's the default selection when "shopping the silhouette").

I'd not noticed the mistake - that's on me - and when the order came I removed the tags - also on me - but I'm absolutely certain had my email about my original basket been answered, I would not have ended in this predicament.

I decided to send another email to enquire about whether an exchange might be possible, not really expecting anything.

I then decided to get in touch via the chat - given my previous email had been ignored, I decided I wasn't going to wait around for a response to a second email that might well go unanswered based on previous experience.

From the point of getting in touch via chat, the experience lasted over 2hrs and was a very negative one. I explained the situation, explained that I didn't really have any expectations around an exchange but wanted to explore it just in case. No luck there - hygiene reasons, fair enough.

But when I explained that I was a bit miffed with the experience I'd had - ignored emails, waiting an hour on chat for a response, I was told they're a "small team".

Given no expectations had been set going into the chat around SLA (i.e. how long to expect a response in), I was a bit shocked to see this excuse after waiting around originally on an email response that never came (and would have prevented the original issue), and then a further hour on the chat - with absolutely zero goodwill offer for the inconvenience.

In my opinion, having a small team should not be the customer's problem - if you're struggling with volumes of customer complaints, that is your business problem to solve and shouldn't be something the customer is expected to absorb.

Eventually, after 2hrs of my time spent on the text chat waiting around on poor excuses, I was offered a discount which I had to decline out of principle. The discount was for 30% which admittedly was generous but presented at completely the wrong stage of the complaint, as by this stage the team had let the case drag on for a good chunk of my day, and given that nothing had changed, nor anything new about the case had come to light, left me confused as to why this had been offered so late. If this offer was always relevant to my case, then it should have been offered at the beginning instead of after a rather painful 2hr+ process.

It's crazy how excited I was about this brand after discovering, but now it's beginning to feel like one of those scammy, low quality, Instagram brands that prioritise marketing investment above all else. I have other items from them so time will tell if the quality holds up or if the company truly sinks their entire budget on influencer/athlete networking and PR trips to Girona. So much of my time wasted and a situation that could have been entirely avoided if there had been a response to my initial contact within a reasonable timeframe.

I'm not expecting a reply on here since looking through the negative reviews, I can see they only respond to reviewers if they have some sort of "gotcha" in their pocket. The vibe seems to be non-existent customer service, and I can't imagine how much of a nightmare it would be dealing with them as a customer outside of the UK.

I'll be sticking with Spatz - they're also a UK-based small team but my experience with their customer service has been nothing short of stellar.

Neo suit and overshoes are a very good TT combination

These socks are so soft to the touch and fit well. Slightly longer length is perfect. Unfortunately most other ‘top’ brands tend to overuse polyester materials which feel awful on the skin. So aeroish + comfort is a great compromise. Have used twice and can’t wait to get them on and ride again..

Great fit, perfect quality.

Great socks now my go to socks and need to buy some more!

Perfect fit. Will further improve my aerodynamics

After 2 rides on the indoor trainer, I knew I needed to order a second pair of Obsidian bibs. Excellent comfort, nice compression on the legs and for me, perfect leg length that ends just before the knee. 185cm male / athletic build / size small is spot on.

Terrible custumer service and communication! Ordered for the first time. The gravelsuit was not on stock in the eu distribution center apparently. So what does rule28 do,…yeah they send it directly from the uk to the Netherlands. And yeah that’s €65 import tax extra+ 70 euro BTW= 135 euro! I don’t want to pay that extra cost because nobody communicated this with me and normally you don’t have this cost from the eu center. Now the package is still with custom . Then I contact Kate from rule28 . Pfff, no sorry and not giving any answer on my questions how to cancel and return the order, no answer on my suggestion that rule28 pays the import duty so i can get my package. So beware ! If something Goes wrong,..rule28 won’t be helpfull.

Fantastic product, they feel great on do a good job of keeping the cold off your legs.

Great clothing let down by abysmal customer service. Trying to deal with return via website, email, Facebook messenger and telephone with no response.
And on it goes…..

Got the wrong size. The sock start slipping, once I started riding. Went with my shoe size not calf size. Even tried some saliva on the grippers. Still slipped out.

This is my son’s third pair. He loves them

Great quality, fast shipping!

An amazing piece of kit for the money, usually comes with in a day of ordering if ordered through the week.

Great jersey. Iam 1.86 mtr 75 kg, chest 100 cm and L fits like Maapm where i also have size L.

Outlier shorts are an excellent piece of cycling kit. Rode two long rides and they ard very comfortable

Returned an item and the return was only processed once I chased it. After that I had to chase multiple times over email and live chat for the shipping of the exchanged item

Suit is great, comfy and aero. It's actually become my daily and I've ordered another one! Service to Australia was quick and efficient too which is huge plus as usually it takes an eternity to get anything shipped here.