Rose Bikes Reviews 7,953

Ordered a bike on 24th of July, at the time the delivery time displayed was 3 weeks, and this was also shown on the order confirmation. The next I heard from them was 8th August when I received an automated invoice which stated delivery time ‘middle of September’, I was disappointed at this but accepted that perhaps in the current climate this was expected. Contacted Rose to see if there was any chance that it would come earlier and heard nothing for 2 weeks, finally had a reply saying that the 3 week delivery time was for bikes in stock and to build one for the UK takes longer, this should have been made clear prior to ordering. I waited until the ‘middle of September’ and still heard nothing, so tried to contact various email addresses (there is no other way of contacting at the moment) and have just had a reply that simply states that my bike is delayed and is expected in November, and extra 6 or 7 weeks away. No apology or explanation. I believe I have been a very patient customer despite being mislead and ignored for extended periods of time but at this point I am extremely disappointed in the lack of service coming from a company who proudly displays a graphic on the website stating ‘award winning customer service’. I know they are not supplying the uk with bikes at the moment but my advice when they come back would be to avoid at all costs. If something seems to good to be true it probably is.

Customer no.: 003374147
Order no.: 9535090

Sent an email 3 weeks ago asking a few questions on the current setup of their bikes...no answer, apart from the standard instant return mail telling me that they will answer me when they can. I followed up 4 days ago, still no response? With so much choice of bikes out there, you’d think their response would be good, right? And there’s no telephone number visible on the website...why? Just unacceptable

I ordered a new bike from Rose, knowing from the date of order that it would take 6-8 weeks for the bike to arrive.

During that time I called their customer service team twice to make amendments to my bike specifications and both times received great customer service from individuals speaking their second language.

The bike arrived within the delivery time frame, as described, in perfect condition and it rides like a dream.

It can only lead me to believe that some reviewers are either impatient or didn't read the delivery times when ordering.

The service was faultless and product is great quality. Highly recommend.

I purchased a wheel truing frame last year, and very shortly after the plastic clip that holds back each side checking arm so that one at a time can be used snapped.

I sent support photos and they did replace the whole unit. I pointed out that this clip should be metal.

Today the same clip has broken in exactly the same way.

This is not a cheap truing stand and the clips being made of rigid plastic are not designed for regular flexing and will break.

Not at all happy.

I have written to Rose expressing my dissatisfaction.

I have received a response from Rose as follows.

"Hello J G Gold,
thanks for your review.

Even if you have bought a ROSE truing stand, ROSE is not the manufacturer of this tool. We buy these parts and label them with ROSE.

If you have a problem, we will be happy to help you, but we will not be able to change a product that quickly.

We ask for your understanding.

Your ROSE Bikes team"

Given that the fault was advised to Rose last year complete with photographs of the fault, I am not impressed. First, the product is supplied and branded by Rose, who are the supplier in every sense.

Second, Rose have had many months to investigate the problem, and have clearly not taken any action to work with their suppliers to make improvements, or to carry out tests of their own.

I ordered a Rose Pro SL on their british website. 10 days later I received an email saying they were cancelling the order "We are sorry to infom you about that we had to cancel your order; we are no longer allowed to ship our Pro SL model to the UK, because the brakes are in the wrong setup."
OK but they've had a uk sales arm for years and are just discovering this? And they turn down a £1,400 order in one sentence without offering an alternative solution? All the more disappointing that the bikes look great.

I ordered a turbo trainer, the package arrived with a bunch of duct tape patches on a side, I thought - should be fine, these boxes get scratched easily and it seemed as if it was sent like this, it was very carefully applied - not something a delivery guy would do on the side of the road. When I opened the box, I saw the trainer had a huge crack in the plastic case, and plastic pieces were all over the box, the protecting foam was completely destroyed.

I quickly took photos, sent to Rose, they answered that I should first report the incident to the delivery company, get a claim number and forward it to them. Seemed a bit weird at first (why should I do that?), but I did as they said nonetheless. Forwarded the claim number, they quickly responded they are now investigating the issue, and fix things asap.

This was two weeks ago, since then I asked for updates 4 times, got one answer back: "The process is still in progress, we will inform you as soon as we have an answer.". This was 10 days ago and I haven't received anything from them since.

In the meantime, the shipping company responded the package entered the destination country with the tape patches already there, meaning the damage happened either before shipping, or in transit to my country, meaning they either sent it broken, or DHL messed it up during shipping. Either way, THIS IS NOT CUSTOMER'S FAULT!

I am simply baffled by this treatment, this is year 2020, Germany, and its biggest bike company.

Finally the bike was delivered, after almost 6 months to wait.

I won't evaluate the service, but the bike is really crazy good ! Fast, comfy and responsive !

Congrats team.

So i bought my bike from Rose 9month ago, it arrived in the specified time, so all good.
Unfortunately it had scratches from transport so i reported that to Rose and got offered a voucher plus also the needed paint to fix. Perfect i would say for me.

After 8 month the derailleur stopped shifting unregularly and no shop could figure out why or fix. SRAM send me to Rose for fixing, checking. Now here is why only four stars. It took Rose 4weeks and several escalations fro my side to even respond at all. That was poor service.
In the end the shipped me a new derailleur and took the old one back so happy customer in the end. If next t time i get a feedback in a normal time span without having to escalate i would say 5 stars 👍

‼️Warning‼️ Cheaters.‼️
They deliver bikes with a different specification than paid and they don't react to accept complaints.

According to the specification and description at the time I was buying the Thrill Hill 3, the SID shock was supposed to be in the 100mm version that would convert to 120mm. After purchase and delivery, it turned out that the shin has a description of 80-100 mm. I called on to Rose. After giving the serial number to Rose, I got confirmation that I can still change it to 120mm. When I wanted to do it, the service technician and SRAM Rockshox representative confirmed that you misled me because this model cannot be changed to 120 mm.

After several e-mails with the same questions, despite my replies, there is still no solution on your part after many weeks

EDIT 26.08.2020: Don't write back the nonsense that the frame does not support 120 mm because after my purchase, you launched the Thrill Hill Trail version on the same frame with a front shock of 120 mm. In addition, the version I bought in the description clearly said "100mm of front travel can be converted to 120 mm for more fun of road!"

Ordered two things, paid for shipping, one item arrived but the other never did. After a couple of months chased them and turns out the second item had never been in stock and they’d have to refund, but have been very slow in processing it. Can only assume they were hoping I’d forget and they’d be able to keep the money. Wouldn’t refund shipping, because I’d received half the order. Never shopping here again.

I bought two tyres from them, which they said would be delivered to me in one week. Then I find out they they were never in stock, and were backordered, a fact not shown on their website. Their site is very misleading. Just because it allows you to order an item, doesn't mean its in stock. I'm waiting 2 weeks and my order still says 'awaiting stock'.

As fans of Rose bikes, we were shocked and astounded when our son’s €700 bike arrived with a bent front fork.

So the front fork it’s out of range at least 3-4cm and welding out of line. Completely poor and I can’t attach any photos here.
I did email them to tech team.

In spite of the bike’s beauty (it is a stunning piece) it’s not fit for purpose.

After putting it together, (minus the front wheel, which was impossible to slot into position) it was clear it needed tuning - more expense and time out of the saddle.

The packaging was in tact, so we can only assume the frame was damaged when it left the factory.

For €700 you would expect every centimetre of the frame to be checked for quality - especially as it states on their website that the bikes are assembled manually. Instead it appears to have been chucked in a box and dispatched without a second look.

Rose bikes are yet to respond to our complaint. Hopefully they’ll be quick because 6-year old cyclists are very difficult to live with - especially when their dream bike is at home in bits, not fully assembled and ready to roll.
István
Order: 9619220

I have sent over 7 emails / Facebook messages over the last 6 months enquiring about buying an xlite 6 and not one has been responded to. I have tried call the help line and it just goes dead. Really shocking customer service, will just buy from one of their competitors now

*edit: ( So, I sent back the package, and was told I could get a refund. It took a bit over a week for it to process, which is ok, BUT they sent $12 less than what I paid. I don't understand what the deduction could be for as this entire return was due to their error. ) Last month, I ordered a wheelset for my road bike. The package came quickly, but was suspiciously light. I opened it to find two wheel hubs and one rim. What?! Why?! How are a few wheel parts supposed to be a substitution for an actual wheelset? If the items I ordered weren't in stock, I should have been told / refunded. I wouldn't get upset about it. I would have just chosen a different set of wheels. Now I'm sitting on a box of crap I can't use, I haven't heard back from customer service yet, and this whole situation is just a hassle for both sides. I'll update this review in the future.
Order: 7582419

Dear Rose team,

The customer service is really very poor. I have emailed the sales team with 3 questions before I make the purchase of 2 bikes but the reply time is over 2 weeks.

I understand Covid may delay shipments of Bikes, etc but customer service is a matter of getting yourself organised. 2 week delay on a simple email is unsatisfactory.

Ordered a Reveal 6 in May after seeing the great reviews of the bike. Was sent in the specified window, despite COVID and arrived a day early. There was a hole in the packaging and rear thru axle was exposed. I took it to my local bike shop to check it out for any damage.
I contacted ROSE to advise them and they refunded the bike shop cost.
I can’t fault their service and the Reveal is as good as they say.

I cancelled my order,because of the long waiting time.Now I try to get back my money,after 24 days no success.Calling the customer service looks like impossible.Email?Not really work.
Akos Laszlo Koros
Münster

I ordered a bike the 15th of July. At that time, the delivery was supposed to happen at the end of August. Few days later, when they received my bank transfer, the delivery date changed to mid September. By chance, i entered my profile to look at the order and discovered that the delivery date is now the 26th of NOVEMBER!
I understand the COVID19 situation but how can the delivery change from 6 weeks to 18 weeks in a week time?
As you can imagine, given the very poor customer service, I'm still waiting for an explanation.

Order no.:9495542 Customer no.:003362199

components I received quickly but the DHL company deserves praise here

Ordered a kickstand specifically because it could be mounted on the right side (Hebie Fox Uni 673 E) which arrived promptly in the UK.

HOWEVER, the item is missing all the fixings and the top half bracket (to actually attach it to the bike) and so what I have received is little more than a stick. Absolutely useless.

I have contacted them via email but now 5 days in and still not heard anything back and judging by the recent reviews, may never get this sorted. Really poor quality control and communication from customer services.