Giant Bicycles Reviews 

5/13/23 my bike is back and running. Giant sent the parts needed and the dealer did the repairs. 2/23/23 I have had my Giant electric mountain bike in the dealers service shop for almost a month still waiting for parts. Even the dealer is frustrated over the slow response from the Giant warranty division. After 400 miles of perfect riding the electronics just turn off and leaves you stranded.

Bought Giant TCR advanced Pro 1 though an official dealer in Chennai, India, met with an accident just weeks after the purchase and got chain stay damaged, it was not major but a crack in right chain stay, when contacted Giant india their solution was to replace the entire frame costing 2.1 lakhs which is almost more than 50% of the bike cost, Giant is known for its customer service and its robust crash policy and Giant India says the crash policy does not apply to India and refuses to repair or provide any practical solutions. The service is cold, scripted and shows least empathy towards solving customer issues, i had plans to buy a Propel but now its a question, im still working through my dealer for a solution, it will be of great help, if anyone from Giant international team can contact for a solution.

Edit: 14/03/2023: Thanks Giant team for the response, have shared my details, hoping for a speedy resolution.

Edit: 17/03/2023: Shared requested details to Giant, no update yet, this just looks like a standard response with no action.

Edit: 24/03/2023: Giant team contacted through my email and guess the rep was from UK team, they reviewed my case and echoed the same solution provided by Giant India, no support for repair and the only choice left is to look for local repairs, I had requested the rep to share this awful feedback to Giant Taiwan's team and the same was agreed by the rep. If by any chance any one from Giant's Taiwan team is reading this post pls feel free to get in touch. Wanted to thank the UK team who reached out and made some attempts to resolve the issue, appreciate the support. Ill update if there is any update from Giant Taiwan's team.

I have been using Giant bicycle for several weeks now and I must say i am thoroughly impressed/ The build quality is excellent, with sturdy and durable materials used throughout the bike. The frame is robust and well balanced making it easy to handle and ride even on rough terrain.

First off, Giant literally doesn’t even have a customer service dept. There’s nobody to speak with if you have a warranty issue, so you have to take your bike back to your retailer, and they communicate with Giant. That’s currently the issue I’m dealing with. So far, I have been without a bike for about a month while waiting on a frame replacement. Because of the lack of customer service, communication, and quality, they should really just give me a refund, because I don’t even trust the company or my bike anymore. This is for sure the worst company I have ever bought from.

UPDATE: Despite the comment by Giant on here, I have still yet to be contacted by a Giant representative. I now (3/25/23) have a new issue of my brake lever leaking oil. Research a company’s customer service before you buy, and just avoid Giant completely.

The Ebike app does not work. Spoke to my local dealer who wasn't interested. Spoke to Giant UK and they are looking into it????? Basically they fobbed me off as well. I will never buy Giant products again.

I bought a giant ebike for 2k 2 years ago, performance not good. Many faults after 1 year. The problem no warranty on parts or repair. Do not recommend them at all

Friendly and attentive service - a great example of how a local bike shop should operate. I would highly recommend it.

I bought my Giant Liv Amiti e-bike from a dealer in Richmond, VA for $3000. The bike shop owner was very helpful and explained features of the bike. I’m traveling across the country and landed in the Ft. Lauderdale area for the extreme winter months. After having the bike only 6 weeks the remote controller stopped working. The dealer from VA found a dealer nearby in FL to assist with the warranty claim ( Broward Motorsports of Ft.Lauderdale). It took 6 weeks to get the bike back! When I picked it up, the air was low in the tires and the remote controller replacement was used. The power button is worn. As I begin to set out across the country, I’m afraid of what might go wrong with it next and how long it will take to fixed.

Very reluctant Giant e-bike owner.

I've had a Giant MTB for 15 years and it still works great - they don't make 'em like they used to!

I purchased a TCR Advanced Pro Disc 1 back in March 2022. I was told a delivery date of roughly mid August 2022. To date, still no bike. Ive paid for the bike using their financing option and am seriously disappointed now and have a bad feeling about this.

I have always owned Giant Carbon road bikes and all was well until I had a problem with my Giant Defy which is less than a year old. While out on a ride I pulled off from a junction-my foot slipped from the pedal - and somehow I heard what sounded like a stone hit my frame. Continued with my ride down a steep descent about 2 miles when a friend with me pointed out the frame looked a bit wrong. The right seatstay was broken. I took the bike in to local giant dealer who contacted Giant. Giant said it was impossible to break this way without damage so not covered by lifetime warranty. I contacted Giant but it is impossible to speak to anyone except the person who answers the phone . Could not speak to an engineer or anyone else. Totally impossible. I therefore wrote to the CEO Mr Ian Beasant on 2 December. No response. As there have been postal issues I then sent a registered letter on 13 December to ensure it gets to him. Still no response.
This is my original letter

02/12/2022

For the personal attention of
Mr Ian Beasant
Managing Director / CEO
Giant Bicycles UK
Charnwood Edge Business Park
Syston Rd
Cossington
LE7 4UZ
GB

Dear Mr Beasant

Re Warrant claim R-099606

I have recently sustained a problem with my Giant bike and requested it be covered by the warranty. This has so far been rejected. I am dissatisfied by this outcome.

The bike- a Defy Advanced 1 2021- was purchased online from Pedal Power Scotland 20/11/2021.

I have ridden the bike this year and had no problems until 13/11/2022.

I was out on a normal ride with 2 friends. I pulled off from a T-junction at speed to join traffic. As I did so my right foot did not lock into the cleat and slipped off the pedal. As this happened we heard a sound which we thought at the time had been a pebble from the road hitting the frame. We proceeded without stopping and uninterrupted as normal with a 31.9 mph average 2.2miles descent down a hill. At the bottom one of my colleagues noticed a deformity of the left seat stay consistent with failure of the bike’s structure.

I am a 64 year old retired Orthopaedic Surgeon and consider myself a man of honesty and integrity. I care meticulously for my bikes. I had fully cleaned the bike and lubricated the chain the day before the ride and there was no damage whatsoever.

I can assure you that the bike has not been damaged in any way as suggested by your staff – such as when putting it into my car boot- or by any drops, or falls or the like. I am happy to supply a sworn affidavit to this effect as are my cycling colleagues on the day as to what they witnessed.

I have discussed the matter with another cycling colleague who is a retired aircraft engineer with experience in carbon structure quality control. He agrees with me that your reasoning is flawed.

I would appreciate if you could supply an explanation as to what forces you feel have been applied to cause this carbon structure failure without implying that I am not being honest with you about any accidental damage.

I understand one assumption regarding the damage to the bicycle structure being possibly caused by an external force resulting from the action of my heel on an upstroke of the pedal.

I do not consider this assumption to be reasonable or practical. If the bicycle component in question was manufactured correctly and post processing material properties had been achieved the forces required to cause damage of this nature could not be generated by my heal without resulting in injury to myself.

I would ask you or your Giant carbon engineers to carry out a further examination of the bicycle with an aim of confirming the actual structural integrity of the composite material in the area of the failure.

I look forward to your response

Yours faithfully

Mr Mark Shannon

I am appalled at the exceptionally poor customer service offered by Giant. Not even the manners or decency to respond to a letter. I have now heard of several problems with Giant carbon frames some accompanied by pictures online. I have to say it seems very risky to buy a bike which breaks this easily I would definitely not recommend Giant carbon frames if the warranty is not worth the paper it is printed on.
I have been offered a replacement frame in a different colour at cost +VAT but that still leaves me significantly out of pocked on a frame which is otherwise immaculately cared for and less than a year old.
I will wait a short while longer in the hopes of a reply!
No response even after I followed up the above with an email to ibeasant

I was looked after by Paul and Steve who were both very skilled and helpful.

I walked in with an old vintage bike, which was on the verge of being written off but it was transformed by Steve into the best state I have ever seen it in.

Frame was straightened, wheels were trued, broken spokes repaired, rear mechanism and derailleur fixed with new cables and chains, break pads aligned and the bike cleaned to a high shine.

Best repair service in the City of London. Professional and affordable. However far gone your bike is, bring it here, and I am confident they will be able to fix it for you.

Many thanks to the Giant mechanics!

The customer service I experience in Norwich is outstanding!
The bike is absolutely excellent too!

I ordered and collected a Liv Manga from the Giant Store in Southampton. Honestly, the staff in there were the most helpful I think I have ever experienced anywhere! The bike is pretty decent too!

New Giant Deft Advanced 1 bike bought via mail order as none in stock locally.
D Fuse seat post was defective and saddle pointing to left. Told to take cycle to local dealer to raise warranty claim. 7 weeks after this was raised, still no resolution. Still awaiting new seat post to be sent from somewhere in the world.
Spoke and emailed Giant UK and they were not sympathetic. Asked for a Goodwill gesture to which they refused.
Never again any Giant products!

I bought a Giant Road e+2 from JE James in Dec 2017. Online purchase at what was at that time a very good price. I had two displays replaced under warranty because they were misting up.
In May this year the motor cut out and it became just a very heavy road bike. After months of invetstigating, and trying a new display unit, a new on/off switch gear and a new wiring harness, the local Giant dealer said that they would have to send it back to Giant. Giant confirmed that it would need a new motor and would cost £1100. I decided to go ahead as it would cost me more to get a new ebike (Ribble being my most likely replacement). I have not ridden in the rain and have done around 6750 miles in 4.5 years.
The overall cost including the new motor is, because of the bargain price from JE James, not unreasonable. But what is unreasonable is the life of the motor and the fact that it appears to be unservicable. I feel sorry for those who have spent a great deal more than I have and have similar experiences where a new motor is required after relatively low mileages and light use.
I have a new 2 year warranty on the new motor, but this is little comfort with the experince I have had regarding the life of a Giant E bike motor.
I suggest prospective ebike purchasers avoid Giant, I wouldn't buy another one.

Purchased giant defy 2020 freehub failure within 11 months warranty replacement 7 months later freehub failure warranty replacement cyclestation assured me giant will supply upgrade freehub this time 12 months later freehub failure.
Giant denies recent claim, paided over 4000k for inferior a bike built with inferior component .
Obviously Giant know there is a issue never had this experience with my Merida will never purchase another Giant brand product again

Customer support is terrible.
I bought a set of bike lights that came with two rear mounts instead of a front and a rear. Such a simple problem but the support team insists I have the correct parts as if there is no such thing as a front mount. Despite the instructions saying otherwise and their own website selling both the front and rear parts as spares. The support team are just a brick wall and happy to lie