Constant no reply’s and take ages to…
Constant no reply’s and take ages to respond to emails
Blayde Rogan
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Customer Reviews
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35 reviews
I purchased a new Commencal bikDisappointed by Lack of Support for Repeated Rim Failures
I purchased a new Commencal bike equipped with E13 wheels. Unfortunately, the rear rim cracked twice under very light use. The first time, I was offered a replacement rim as a goodwill gesture, though I had to cover most of the repair costs myself. Not long after, the same issue happened again despite minimal use — my son, who rides the bike, was recovering from surgery and barely rode during this period.I contacted both E13 and Commencal several times. E13 did not acknowledge or reply to multiple emails, and Commencal simply relayed E13’s position instead of taking ownership of the problem. Eventually, I had the bike repaired at my own expense.Given that two rims failed under such light use and neither company offered a meaningful resolution, I’m disappointed in the lack of accountability and after-sales support. The bike itself rides well, but based on this experience, I would advise future buyers to be cautious about customer service and warranty support if any issues arise. Do not buy a Commencal bike!Nov update: the new rim we ordered has been absolutely fine regardless of the heavy use during the last few months.
Desislava Dragieva
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Scam, don't bother.
Ordered a bike thinking it was shipping from the UK. Tried to cancel minutes after finding out it wasn’t—Commencal still insisted on charging a 5% (£67.85) cancellation fee. Ignored UK consumer law. Had to threaten a chargeback. Awful customer service.
Pete
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Impressive brand
Impressive brand and customer service. Thanks Commencal, you can order with your eyes closed.
MaMatt
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well Great service
Great service, I had bought a COMMENCAL ABSOLUT RS METALLIC PURPLE but when it arrived there were 2 scratches in the frame, and I contacted Commencal and they helped and guided me well and then they sent a new one and they got the other one back. and I think the scratch probably came during transport. again many thanks for the service to Victor Faria :)
Malthe
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Good Luck if Something Goes Wrong!!!
Wow, where to begin. Bike is ok, service from the Commencal, brutal! Multiple warranty claims, on the shock and battery. They sent me to a shop who couldn't figure it out and eventually wanted to rip out the wires on the Ebike, this when I told both Commencal and the shop it was simply a dead battery. I had to research a more reputable shop in my area without their help, took it there and was charged $500.00 to simply swap out a battery. After 6 or 7 trips to the various shop and no bike for months requested a compensation for my time to no avail. Insultingly, I was offered reimbursement for direct shop costs (nothing for my time) and 10% off a new bike, when they clearly discount 20-30% on end of season sales.As a business owner if I ran my business like this I wouldn't be in business. Direct to consumer brands like YT get it, they go the extra mile....Commencal isn't even on the road. They are a broken down car with their hazards blinking, "buyer beware".
The_Stoneman
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TERRIBLE CUSTOMER SERVICE- Defective/recalled item shipped as new and charged restocking and "damages" for returning
Ordered a "new" Fox fork and Fox rear shock and items arrived improperly packaged and damaged with scratches and dents. They had just put the items in a bag and then a box without any manufacturer packaging. Furthermore, the rear shock was outdated 2022 shock that had been recalled by Fox and they were selling it without any disclosure. I contacted them to return the items and after I sent them back they tried to charge me a 5% restocking fee and an additional $150 for damages to the item during shipping! No where on their site do they state a restocking fee (especially since they sent an outdated item that was improperly advertised) and the items were already damaged upon receipt and they tried to blame it on me!TERRIBLE CUSTOMER SERVICE- DO NOT BUY FROM HERE AS THEY WILL TRY TO SCAM YOU!!!
mehrdad alemozaffar
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Worst customer service experience ever
My son loves his bike but had the worst customer experience ever, and would recommend you avoid. Having been told no duty would be payable if shipped outside EU we were surprised to learn of additional £641 of duty to be paid. Maybe we should have done our own research and not relied on the "customer service" and FAQs on the website - but the bit that really bothered us is Commencal agreed to send my son a voucher for £320 to spend with them and we then paid the duty and accepted the bike. My son is age 15 and paid for bike with a year's wages from his Saturday job which they knew as the contact pre sale was very good. Since then Commencal have ghosted us, no voucher, no contact. Genuinely the worst and rudest service I have ever received. Don't make an offer if you don't plan to deliver. I would recommend you avoid at all costs.
Diane Gaudion
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not so quick
they could've shipped a bit earlier i think but overal i'm satisfied
Hanz
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Beat customer service
It feels so surreal these days to call a phone number on the website and have someone at the other end actually pick up and help you. Top notch customer service and amazing bikes! Bravo Commencal and thank you Eric Bellan for the help.
Alex Marchis
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Ordered some bra tops 53 days ago
Ordered some bra tops 53 days ago. Obviously they've taken the £40. I still haven't received the goods. Customer service is just automated system that gives no help. Scammers. Don't use them
Karen Campbell
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Sent me the size I ordered BUT they do…
Sent me the size I ordered BUT they do not fit now refusing to refund me telling me to give them to someone! $45 LOST..STAY CLEAR
lynn johnson
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Wow...I had no idea... update
Man I had a nuts experience with a second hand bike... in the end I feel like commencalusa is just a normal bike shop acting as a massive distributing center for an international brand... but they are still just one bike shop... as under worked and under staffed as anyone these days. They made it right. Ruan was great to work with... I'm still doing business with them... maybe they even did a little more in the end. Maybe I had to work to hard to get a resolution but life can be complicated for no reason some times. Anyway these bikes are freaking dope... the meta SX is a freaking machine. I'll prob never live to push it to its limits.
Scott Bowman
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Send a product not fit for purpose…
Send a product not fit for purpose refused to refund me or allow me to send it back. Offered £2.80 when the product cost over £10. Avoid this appalling company very cheap awful quality goods
Gillian Ridley
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TRAGIC CUSTOMER SERVICE
I had to wait 1 week for them to send me my frame (had to remind them by e-mail, otherwise they would probably forget), which was available in shop. Now I am waiting almost one month, becouse they can not solve shipping problem with DHL. They do not respond to my e-mails and when I call them they only say, that they try to contact DHL and do not know what the exact issue is. TRAGIC CUSTOMER SERVICE
Jakub
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Poor and slow customer service
Ordered a Ramones peddle bike and some gear for my child. The bike is good, and most of the gear fit great, unfortunately the pants didn't fit and I wanted to return them. Requested the next steps from their customer service via e-mail on May 11th, no response until May 15th. As instructed I returned the goods to their warehouse at my own expense where it was delivered May 23rd, after no updates for a week I contacted them myself May 30th asking them if they can confirm the receipt of the return goods and subsequent credit, finally got confirmation that goods were received. Another week passed with a credit and I contacted them again June 8th for the status of the credit payment, got a response that they would send over the credit payment authorization to their accounting department. It's now June 16th and nothing received yet. It's a very disappointing customer experience, will not buy the next bike from them for my child.
Philipp
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Bikes are great, customer service is awful.
Rocker spare part sent was wrong one. Initial correspondence positive then 3 weeks of no response. Really poor. Have had issues with wrong spares been sent in the past. Cannot ride bike without. Bike itself - meta - is a fantastic bike, unfortunately customer service to uk is woeful. Still waiting.
Guest
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MTB rear hub axle - Spare part
Bought a MTB rear hub axle manufactured by Taiwanese company, that I could not find anywhere else. Shipped fast via DHL. Top experience. Bravo!
Luca Fornari
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Haven’t Had Issues
Freaked out after making an order and then discovering this thread. However, was relieved to have a perfect experience twice in one week. I ordered handlebars in my first order and stem the second order. Both times postage was the quickest I’d ever had and wasn’t aware I’d elected express - was through Australia Post. Tracking was accurate and on time. I called the store on two separate occasions and got two different staff. Both times no issue getting through and staff were helpful.
Micah Fraser
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COMMENCAL META POWER SX RIDE Fundamentally Flawed/Dangerous. They Refuse Refund
In February 2022 I purchased a META POWER SX bicycle from Commencal in Andorra. The price was 5310 euro.I was deciding between two different bikes based upon what they had in stock, and this particular bike was recommended for Andorra based upon the terrain here.There are two major problems with this bicycle. One of the problems is that it is unstable when turning it even moderately and then you lose your balance and can fall. I did fall once off this particular bicycle for that reason and that is not something that I have ever had happened to me on a bicycle. Whereas other mountain bicycles I have owned, this has not been a problem at all.The bike is the proper size. It is a Large and that is the proper size for me.During one of my early outings with the bicycle, when I rolled the bicycle backwards, the chain came off the front gear and became very badly jammed between the front gear where the pedals are, and the chain guide, and the motor area. I could not get this jam cleared, I struggled with the tremendously, and I was stranded out in the cold, for about 15-20 minutes. And then I decided I just have to walk the bicycle back. I was far up on a mountain. If this occurred, when I was at a low point in the mountain area, and had to go up, I would have had to call for rescue. This was a horrible experience for a 5300 Euro bicycle.Rolling a bicycle backward should not result in the chain coming off. I have never experienced this ever before on any bicycle I owned.I told Commencal about the problem and took it in for service. This problem occurred a total of five or six times while out on the trail and multiple times, at home.After taking the bicycle in to Commencal and describing the problem I got the bicycle back and there was no change. The problem was still reproducible. They obviously did not do anything because they could not do anything to solve the problem.I had demanded a refund for the bicycle because this is a dangerous situation and a fundamental flaw in this bicycle, and I should not have to be paying €5300 for a bicycle like this. They refused the refund and claimed the bike was "perfect". The owner Max of Commencal was made aware of the problem and I was instructed to bring the bicycle in again. The technician acknowledged problem could occur with this particular SX bicycle because of the shorter distance between the crank, and the rear gear set and the angle between the two gears. They had no solution other than to lower the chain guide, with the hope that would reduce the degree of the jam. That change accomplished nothing at all. The chain coming off still occurred and the jam still occurred. When riding the bicycle forward when in the higher gears, the chain would hit the chain guide. I had to raise the chain guide to avoid this problem. They simply could not solve this problem.I demanded a refund and they refused.The matter is now with a lawyer, and I insist upon a full refund. Otherwise, we go to court.Commencal customer service is absolutely below a responsible and competent level.I went to another supplier in Andorra for a bicycle and purchased a German-made Focus bicycle superior in absolutely every way, and the service at this distributor was absolutely superb by comparison.There are other issues with this Commencal bicycle, but the above are the two main issues.I absolutely would not recommend Commencal. I have owned a GT electric mountain bike previously, was a very good bicycle. Now I own a German-made Focus bicycle. With a Bosch motor. This is an excellent bicycle. Very well designed. And there are no problems with it.
Anthony
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