"Used to be a reliable retailer. I had place a number of orders prior to 2018 that went smoothly. Unfortunately, my last two orders have not gone well. One of these was prepandemic, they were very slow to ship. My latest order, during the pandemic, they, probikekit, outright lied to me. I would like to elaborate on the details.

1. When placing the order, the website said they would ship within 24hours.
2. The order did not ship for a number of days and when I inquired they informed me that due to the ongoing pandemic in the UK, they were overwhelmed with orders and were short staffed and could not fulfill orders in a timely manner. A very reasonable excuse, given the circumstances.
3. I thought I would do them a favour and cancel my order, they seemed to have too much on their plate.
4. They responded with, "well your order has shipped, we cannot refund it" which was not true.
5. I knew that 4 was false as they had not provided tracking info, had not charged my credit card and their own website showed that the items had not shipped.
6. When this was pointed out to probikekit they responded by processing the charge on my credit card and NOT shipping the items.

Never again will I order from these guys. On the plus side, the USD is weak and Jenson USA is only using shippers that don't charge brokerage fees. My next order will be going there."

"I ordered a bike case 10 Days ago, have written 8 messages and no one has got back, I think they have liquidated, do not buy anything from this trader!!
There no ways of seeing were my box is, it just says dispatched, and never updates.

AVOID at all costs, due to extremely poor customer service "

"Before ordering, I read all of their cancellation rules. I ordered on a Sunday and I received order confirmation immediately. That email said that there was no contract until they had sent a confirmation that the order had been dispatched. I waited a full business day, and never received anything. So on Monday night, I went on their website to cancel -- which is impossible to figure out and navigate, by the way -- and tried to cancel. It said the order could not be cancelled. I sent multiple emails to customer service, at an address which is damn-near impossible to find asking for help and trying to cancel. The next day, now a Tuesday, I received confirmation that the items had shipped, along with a FedEx tracking number. The items have been stuck in outbound customs in Basildon GB for the past couple days, and they are projecting delivery within the next two weeks.
Today (Thursday, three days after trying to cancel), they responded to my cancellation request saying it was too late to cancel because the items had been posted. Their email -- "I have not been able to cancel this as it has already been posted out to you. I am sorry and I understand how disappointing this must be."

Well -- at least they are sorry.

Don't be sorry folks. Unless they have the last of something on the planet or you are saving a mountain of money, or you don't really need it for weeks . . . shop domestic.

"

"They're not a Canadian retailer nor do they ship from Canada. They ship from the UK and expect you to cover postage to return your items back to the UK, despite being labeled a Canadian retailer and having a .ca website. What a scam. It would cost me more than the item to return a pair of cycling shoes that were shipped out late and no longer needed. Convenient that ProBikeKit said they'd already shipped the item when I messaged to cancel the order. A series of scamming lies is what it's turning out to be."

"Ordered a bottom crank set and only received one crank. Now I have to jump through hoops to solve their incompetence.
Stay away from this misleading company.

Edit: finally after a lot of headaches dealing with the messenger group. I was contacted by Stuart who made things right. Thank you Stuart and Vlad! You guys deserve a bonus. "

"Lot of hidden fees at delivery (you will have to pay fo taxes, but also DHL processing fee). Expect up to 40% of your order in fees at arrival.
Will not refund and blame you for not noticing those fees (they are not written anywhere when you place the order).

Also, they are not in Canada, dealing with them is painful. Do your local bike shop a favor and order locally, it will be cheaper!"

"I ordered some wheelsets at the beginning of April, now it's May and it still haven't dispatched yet, they said they dispatch within two weeks, it's been 5 weeks and it's still being delayed, all the way until the end of May. Stupid service please think twice before wasting your precious time with them.

"

"Only gave 1 star because I had to.
Purchased a Garmin Edge in February. Received an email apologising for the delay in sending but assuring the product will be shipped as soon as possible. Thankfully at that time no payment had been taken (note that the whole time their website indicated the product was in stock). After another 4 emails apologising for the delay, I gave up and asked for the order to be cancelled on 7th March. Sent message via Facebook and also emailed, no response. Tried calling from NZ but the phone number on their site appears to no longer exist.
When they finally did respond & I jumped through the usual hoops of confirming information and I was told the order had not been cancelled as "it had already started the dispatch process". That was when I noticed that my card had been charged $300. On 19th March I was told after more messages & more confirming the same details over & over, that the item could not be recalled from the courier and that I would have to wait to receive the item to send it back for a refund.
I was asked to keep an eye on the tracking and then return it as soon as it arrived for a full refund. Weeks go by, still no product so I ask for the tracking number only to find that it was sent untracked. I'm beginning to wonder if it has even been sent and if I will ever get my $300 back. IF it does arrive, I will have to pay even more to send this back to the UK from NZ.
To say that I'm angry with this whole situation is an understatement. I am utterly disgusted with the service and the way this company operates. I wish I had read reviews on this company before placing an order. The only reason I did was because it appeared to be a New Zealand website. I have learnt now to check the contact page for details.
I write this as a warning to all, please do not purchase anything from this company. The fact that they're allowed to operate like this is criminal."

"Probikekit sent me a 10% off anything coupon as a first-time customer. Tried to purchase a saddle and save myself a whole $6. After several silly emails with probikekit customer service as to why this coupon is being denied for no good reason (I won't bother with the details) and then checking this site and seeing their incredibly low customer approval rating, I get it! So glad I learned to avoid this company prior to getting **** in an issue over some real dollars spent. Incompetent? Scammers? Whatever. Just do yourself a favor and avoid. LOL."

"CANADIAN BUYERS BEWARE.
Despite the www.probikekit.ca URL, despite their email correspondence shows Pro Bike Kit (Canada) this is a ruse making unsuspected Canadian buyers believe they are purchasing from a Canadian supplier. This is a UK company and if you order from them you are in for an unpleasant ride.
I ordered a bike stand from them convinced it was coming from Canada (thats on me). Now I know this company will respond, as they have done with many other reviewesrs, that their web site states products are shipped out of the UK. Yes, its there but not all too obvious. Shortly after placing the order (maybe 2 hours later) I discovered this order would be shipped from the UK and immediately contacted them to cancel this order. At the time, this order was under the "processing state" as it was the moment directly after I ordered it. I sent them emails (their mailbox was full), I used their messaging system and even tried to use their online cancelling system. The latter doesnt work and all my correspondence fell to deaf ears. I heard nothing from them until the next day.

EIGHTEEN TO TWENTY HOURS LATER, they finally responded with "Thank you for getting in touch with us about cancelling order xxxxxx.I have not been able to cancel this as it has already entered the dispatch process." The CS rep claimed it was too late to cancel this order due to their tardiness in responding to my cancelattion request a day earlier. Their website still showed my order under the "processing state". Several minutes the order state changed to "sent to dispatch" (not sure of the exact wording) To add insult to injury, they sent me a "Return" form for a product that wasnt even shipped. Several hours after this first contact I get an email my order had been shipped. I now have to wait till this order arrives and refuse delivery and/or work with my credit card company to get my money back.

"

"I ordered from these guys, thinking I could save some $$ on a wheelset..boy I was wrong. One of the worst online experiences, I would have rather paid double elsewhere then interacting with them.

I’m keen to share my experience in detail as I’m sure a lot of people have experienced the same if not worse. To set the scene and provide some context ‘ProBikeKit’ is operated by The Hut Group, which is a massive company that looks after a few other online brands.

I came across ‘ProBikeKit Australia’ when I was Googling around for some 303 Zipp wheels and I came across their site. Before that, I had never heard of them. The site looked legit and they had in stock what I wanted at a reasonable price, I ordered the wheelset thinking I had bagged a pretty good bargain. As they were being delivered from the UK to Australia I had to pay the customs fees, which I was happy to pay for. Their correspondence at first was brilliant, especially when they were chasing up the money for the customs fees. The delivery was delayed but no biggie, things are delayed all the time, especially during these times.

The package arrived and to my demise after waiting for almost a month, only ONE WHEEL turned up as opposed a WHEELSET (two wheels). I was upset, again, things happen, I put it down to human error and didn’t fuss much about it. I proceeded to start the refund process and that’s where the fun started.

Their 44 (0)***-***-**** number sent me to an automated message, their Live Chat was buggy and whenever you uploaded photos, it lost your session and I had to wait to start another one as it was unavailable. After 2 hours of waiting and requesting multiple times for someone to call me so we can figure it out. I finally heard from the same person via the messaging portal. They sent me the return form and organised the couriers to pick the ONE WHEEL the following day, which was fairly speedy considering how slow they’ve been with the entire process.

The refund took another two months to get processed, after speaking with 10 different customer service reps (and I use “customer service” very loosely). On 3 different messaging apps, Instagram messaging, Facebook messenger and via the portal. I was getting all sorts of excuses besides getting my refund. At this point I’m frustrated beyond anything, I had also requested that they refund me the customs fees for putting me through all this and they agreed to pay it. I received the refund for the customs fees but not the refund for the wheels.

Now, I’m angry, (trying not to use swear words, pretty sure it would make this review a lot more entertaining to read) I’m no longer getting responses and I’m getting ignored, time to pull out the big guns! Linkedin! I find their SVP of Ecommerce and CEO, both from The Hut Group. Only then I start to see some traction, I get contacted by some senior customer service rep and they assure me the refund would be in 3 - 5 days.

I finally received the refund for the wheels BUT they only refunded the difference and included the customs fees refund as part of the refund for the wheels. In saying that, I’m still waiting for my customs fees to be refunded.

DO NOT DO IT! They’re operation is all over the show and most likely you’ll struggle to receive your goods or your refund.
"

"Do not use this abysmal company!!!

They have despatched my order (value approx £200) to the wrong side of the world, and 5 weeks later are still refusing to refund me for THEIR mistake!

My order confirmation email demonstrates clearly the delivery address is perfectly correct (a UK address) but they instead posted the package to Namibia, which is 7,349 miles away according to google!

STILL they will not admit their error and pay a refund! They blamed COVID-19 for a while (good one...!) in the poor 'customer services' responses, and now blame me instead.

I advise you to use their competitors who all have more integrity than this company and have far better customer services."

"I was really nervous about ordering as the reviews on here were universally negative, however, most of the bad reviews came from Canada and focussed on the delivery times so being in the UK I decided to risk it.

The order turned up a day late, but that wasn't Pro Bike Kit's fault as the couriers messed up. The item was just as expected and I'm super happy, I will be using again."

"I have just contacted them (by email) as I think All Canadian and American Customers should KNOW (!) that they will have to pay a HEFTY FEE as their Customs Duty fee on their purchases as this site is located in the United Kingdom (England, or Whales, or Scotland or Northern Ireland), so you will HAVE TO PAY sometimes as much as 25% to 30% of your purchase price. Just so that you know, ProBikeKit.ca is NOT a Canadian site, they are shipping everything from the UK and so you will be charged a TON of money by Canada Customs when you will receive your purchase from probikekit.ca —— Anyway, this is what I wrote them:

"Actually I've received my item, but I feel you guys are CHEATING each and every Customer of yours.
You see, my intension of buying from your site was your price (!) and when I received them, I had to pay over $25 as a custom's duty fee. That is more than 25% (TWENTY FIVE PERCENT) on my purchase price!!!
Please indicate on your web site that anyone OUTSIDE the UK or Europe will pay a TON of money as their customs duty fees... otherwise you are basically LURING ALL your Customers to purchase from you, not suspecting that they will pay a LARGE PORTION of their PURCHASE in Customs Duty Fees in Canada or in the United States.
I might have to post a few dozen reviews about this as I am feeling I've been cheated on (!!!) by you guys (so as to make other Canadians and Americans aware of your practice or the lack thereof), and because this is just NOT FAIR!"

Every time I receive their NewsLetter, my entire body cringes in discomfort and disbelief, I find this web site so tactless!"

"I order to Probikekit UK i have thought its good cause free shipping and cheaper. i purchased since sept 30 until now i didn't receive. im tired responding and waiting to them. the same answer!!! the courier partner trakpak was dispatched the item when i email the trakpak they said they are waiting for the additional information from Probikekit. until now no further result and action my order. to whom i believe now??? you guys fool "