Excellent customer service overall, although the experience can be slightly inconsistent depending on the agent you speak with. If you’re fortunate enough to deal with Cai, you’re in very capable hands. He resolved my issue promptly and to my complete satisfaction.We don’t always expect perfection, but we do expect a swift, understanding, and compassionate response when issues arise — and that’s exactly what I received.
I have bought Rapha products over the past 15 years, they have always been excellent quality: comfortable, good material and good zips. Recently bought a set of winter bib tights, unfortunately they were too small (my fault, ordered the wrong size). Sending the item back and buying a bigger size was no problem, the customer service was excellent. Would recommend.
Order process and delivery was quick; returns portal easy to use - I needed to contact customer services as the portal wasn't working initially due to changes but got a helpful response and all resolved now.
Such a great company with a great product and a wonderful customer service team to go with it. Keep up the good work.
I placed an order with Rapha on February 10 and selected standard delivery, which was stated as 5 to 7 working days. Now, 15 days later, I am still waiting.I have contacted Rapha several times, but there has been no real progress. According to DHL tracking, the parcel has not moved for the past 8 days, which is very frustrating.I ordered the clothing for an upcoming training camp next week, assuming I was ordering well in advance. Unfortunately, it now seems very unlikely that I will receive it in time.I expected better reliability and communication from a brand like Rapha. This experience has been disappointing.
Immediate and courteous response to a problem I was experiencing with an online purchase.Follow up and outcome was faultless and comprehensive.I am extremely grateful for the professionalism and respect afforded to my request for assistance.Many thanks.Gary B - Australian customer.
Not all service representatives are made equal but Cai always goes above and beyond to be as helpful as he/she can
Customer support was quick to reach out and very proffesional. They were courteous and efficient in resolving my issues at checkout. Truly exemplary customer support at Rapha!
Always a wonderful customer experience whenever dealing with the Rapha Customer Services Team.They respond quickly and are tenacious in resolving issues.Thanks again.
Simon, the Customer Support Rep, understood my issue and quickly offered a solution that worked well for both me and frankly, for any business in a retail world.
Carol and Lauren were superb. It couldn't have been more personalised with phone calls and emails, totally focused on helping me out and appreciating that it was a faff for me. They were open and honest about where Rapha were struggling to offer the service they'd want to. No corporate BS... just dedicated support to helping me out. Really unusual these days. The closest I've found to this lately was American Express - but that wasn't as good as this. This feels more like the service you'd get from an independent business or a great concierge in a hotel. Top marks.
Best customer service I’ve had. Thank you very much for helping me with my problem and solve it very fast and smooth. The gesture with the replacement is very much appreciated and communication was very friendly. Thank you again and have a good day!
Rapha is my favourite company. Beside making practical and useful clothes for cycling, they stand out with a clear design mould and a good colour palette. On top of that, if anything goes wrong - including because of the cyclists’ fall! - they have one of the most customer-facing CS teams ever. There can be issues with the speed of response, the time of their repairs (six weeks) and sometimes the information and names of products on the website.
What I like most about them is that unlike the other high-end makers, Rapha makes outstanding offers two or three times a year.Whilst the others say quite a lot about cycling community, challenges, tributes and stuff (which is not bad at all) and apply no significant discounts, Rapha is very focused on supporting bikers with more than reasonable deals.I love their gore-tex jackets very much. I believe Rapha is one step beyond in this field.Little tip. This is very personal.Please add more and bolder colours to your bibs section: white, olive, brown...I guess some will appreciate this!!!
Great customer service, great products
I had some questions about my refund and they clarified and returned my full amount. No surprises. Thanks for having free shipping and free returns.
The Customer service team really listen to customers. Excellent service
Amazing service and quality from the best cycling clothing manufacturer. I have always found their customer service to be swift, reliable, friendly and quick to resolute any problem.
Bad product quality, bought some bike pants, but they were not at all water repellant, not very comfortable material. And extremely expensive for quality! Extremely short return period, customer service unhelpful.
The customer support professionals at Rapha were friendly and courteous when I've had some construction quality issues with Rapha clothing. After multiple touchpoints, each one was responsive and helpful like a good friend. I have used Rapha gear for 19+ years and have found it to be better than any other cycling brand for comfort and build quality (still use gear purchased in 2010!) and with recent issues that need repair, the team has exceeded expectations. Well done.
