Returning an expensive Giro smart helmet- buyer beware
Bought an expensive Giro smart helmet. Tried it on once and the visor hit my nose. Followed their return policy (submit a form on their website) and never heard back. I emailed, never heard back. I called the customer service number on their website and the message literally said said they were in a meeting and to call back later. Seriously? I followed up with another email and got a response. They said I will be receiving a “return stamp” from fedex soon. We’ll see. If I don’t get that and my return, I will need to dispute with my credit card. Unbelievably disappointing given that Giro is a well-known and established company. Shaking my head. I’ll edit this review if I ever get my return resolved.
Jennifer Obermaier
Worst customer experience I've ever had
Ordered a pair of cycling shoes from Giro on sale. Their website said the order would be delayed in shipping for a few days due to moving to a new warehouse. Then another email saying it would be 2 weeks. Weeks later nothing ships. I contact customer service, they tell me to keep waiting. Another week goes by, nothing. Customer service stops responding until another week goes by and I threaten to file a dispute with my credit card. Finally Giro gets back to me and says "Sorry, the HELMET you ordered is out of stock. The order can't be fulfilled." I ordered SHOES, a MONTH ago. No coupon to get something else, no offer of a replacement at a similar price. Nothing. Terrible customer service. I won't ever order from Giro again.
Lindsay
Bad quality lenses and even worse customer support.
Purchase a pair of replacement snow goggle lenses on Jan 3, 2026. It was defective with an air bubble in the lens. Contacted Giro for a replacement/refund. A month later I am still hassling with them to get this corrected. Different story everytime I call--"our warehouse is reorganizing", "they are out of stock". Needed these goggles for a ski trip and I asked for expedited handling of the order-"sorry we can't do that". Bad quality, bad customer support. Never again.
Steve
Extremely poor customer service
Extremely poor customer service. At the time of order, Giro offered a free gift if you spent £139 or above (I spent more than this). I was not offered the free gloves at checkout, so proceeded with the order anyway and contacted customer services.Customer services were EXTREMELY slow at responding, around 2-3 weeks for each email I sent, despite the fact they promise a response in 1-2 days on their site. After around 2 months of contacting them, Giro flat out denied the promotion ever existed. This is untrue - there is a post on their Facebook page from the time advertising the exact same promotion.
Matthew
Returned a Helmet and did not receive…
Returned a Helmet and did not receive any information when to expect the refund. Since four weeks no reply. I paid with PayPal and escalated it but nothing happens so far either. Please do not buy any products there!
Rebecca R.
Clown Show
Placed an order. No tracking info given. Waited a full week and nothing arrived.Sent customer services a message to check on the order. Waited 2 working days for a reply where they told me they don't ship to Northern Ireland.Annoying that they don't send to here, extremely unprofessional to allow orders to NI to be placed at all and downright ridiculous not to bother to tell me they weren't sending the order or even initiate a refund immediately.Wasted well over a week waiting to get on the bike simply due to their laziness.
Amsterdam Books
Purchased 'contact' ski goggles with 2…
Purchased 'contact' ski goggles with 2 lenses. The goggle frame started deteriorating, cracking and splitting, after a few years (out of warranty) and could not be used. Contacted Giro to ask if I could buy a new frame (as lenses were fine) but they said NO. I find that incredible. Total lack of after-service for customers. What a waste and expense.
Ste
Emailed customer services several times…
Emailed customer services several times with no response.
Steve
Last Time Giro products!
Ordered 2 Helmets. Returned Both. Since 4 Weeks no refund. Customer Service does not care. Luckily I Paid with Paypal, therefore I will escalate it via Paypal. Will Never order at giro again!!
AGR
Incomplete delivery Giro Revolt goggles, missing lens
I purchased Giro Revolt goggles on giro.com website. The specific website page can be found by searching for the product number: 35525-A69-OS.The web page explicitly says that the goggle includes two lenses. When the shipment arrived it only included one lens.I wrote to Giro UK support about 5 days ago and didn't receive a response. I paid considerably more for these goggles than on other sites, specifically because it would include two lenses.Unsatisfactory experience
Peter Winer
Don’t work
Don’t work. I got 2 of them. Both blunt and one didn’t even rotate. Waist of money.
Busa
Exactly what I ordered delivered within…
Exactly what I ordered delivered within 3 days . Thank you v much
simon kerr
Scam
Scam! The uk website has changed and impossible to contact anyone for a return. None of the emails work. Avoid at all cost!
Christelle Macri
Scam site
Scam site. The uk website changed after purchase and the returns link doesn’t work. No facility to refund unsuitable goods. No one on customer service to answer phones or emails . Avoid at all costs. I will be reporting them to trading standards.
Jo Hudson
Scam site
Scam site. No CX. Goods were not received and no refund offered and no response to emails.Avoid.
Anoushka Farouk
Crowded market
Having used giro shoes for a fair number of years I have no complaints about the quality of products ( other than the prices are now extortionate)My review is based on company customer service, they had a sale on bankholiday weekend and sent emails out etc I purchased items at a very very good price and paid via PayPal. They cancelled the order 4 days later stating a pricing error ( their issue not mine) the customer service had been shocking regarding this and nothing short of de humanised . Personally I won't be using giro again unless there is a dramatic change in their customer serviceSo my overall opinion is this is a crowded market and customer service should be the mainstay of everything , So buy giro by all means but just be very aware that giro.co.uk have all sorts of hidden terms and will cancel your order should they feel like it
Lb
Huge discounts over the bank Holiday…
Huge discounts over the bank Holiday weekend. I suspect in error.Would have been an interesting meeting between the sales director and finance director on Tuesday Morning, after the weekends activities and losses. My order was subsequently cancelled by Giro as a 'pricing mistake' and a full refund issued. Same with all my sports club pals.
max woods
They have no spare(s)….
….and don’t really care. Think carefully about buying a Giro cycling helmet as once the padded inserts have gone you may not be able to get replacements. Worse still when contacting their customer service team to try to get support for this, only a stock answer comes back along the lines of ‘we don’t have them and sorry we can’t help further’.So upwards of £200 for a helmet that is then rendered pretty much unusable and no sense that they are bothered by that.
Michael
terrible customer service
I wish I had read the reviews before purchasing. My order has been stuck with their Courier for 2 weeks with no update. I have emailed their customer service team twice and heard nothing. I managed to speak to someone on their web chat who said they would contact the courier and send me a copy of the transcript over email - but nothing was received. They clearly couldn't care less
Anon
Footwear comfort guarantee ridiculous
Purchased cycling shoes because of their so called Footwear Comfort guarantee - they will work with you to ensure you get the right shoe. Utter joke!!! You have to pay to return the item to get a code to use against another purchase. Don’t see that as helpful! Will send back and never shop from them again.
Kate Innes
