Retrospec Avis 

One of the most truly bizarre customer service encounters I've ever had.

I tried to return a product that did not function as advertised-- The cost to return it would have been 80% of the cost of the product itself, which means I would have only received a 20% return.

They kept loring over me the promise of a cheaper return label-- even a free one-- if I shared photos with them. I had already disassembled the product, so I did not have photos-- which I told them over and over. Nor was I interested in taking the time to reassemble it JUST to take photos.

Good riddance! Please avoid this company.

They also don't post negative reviews on their site-- so you cannot trust the reviews as given.

Bike arrived half out of its box and broke after 2 miles and customer support decided to say it was our fault for not taking it to a bike shop despite it being a gear issue.

I even provided photos of the bike damaged on arrival and somehow that was our fault. I hate leaving bad reviews for businesses but I’m baffled at the condescending email I received after having the bike for 5 days and having nothing but issues.

Total side note my basket arrived separately and also was damaged - I’m sure that’s my fault somehow too.

I get mistakes happen but for the company to immediately place blame on us despite it literally arriving poking out of the box and not taking any accountability is absurd.

I bought a bike from them, received the goods with a fault. The website didn’t offer an option to exchange for a new one, instead the return was the only option.
They have charged me $70 to return the bike even though it was broken to being with…

… really disappointing service…

The bike is nice enough but the customer service is pretty bad. I mistakenly ordered two bike locks and I have to send it back on my own dime. That's kind of ridiculous. Plus it took a lot of back and forth in order to even authorize the return. It definitely needs to be streamlined. I would caution buyers to look elsewhere to purchase a bike from a company that will not make returning or exchanging such a hassle.

They sell toxic products and don't tell you until the order arrives at your door. We received our cancer causing yoga mat and asked to return outside of the return window as it was still in the shipping box unopened and customer service (Zak) was very rude and unhelpful.

Please stay away from this company and do not use these toxic products

Customer service is great - Actually excellent!
Retrospec called up the bicycle shop that had inspected my bicycle to inquire into what was broken on the bicycle. They did that after I asked if they could do this as I didn't understand the bicycle shop owner. I find that as customer service above and beyond what to expect.

Also, the chat response time was very quick and you could tell the person answering knew exactly what she/he was talking about. Which means Retrospec has skilled people sitting in their chat. Refreshing!!

4 starts instead of 5 is that the Aksel broke after one year of use. I have had 20+ bicycle and this has not happened before. If it were, I would not expect it on a new bicycle. I had a Retrospec bicycle for almost 5 years previously without problems until it got stolen. Excellent bicycle!

I appreciate Retrospec sending a link for a new wheel to order. However, it is concerning that you basically buy a product, and then you are on your own after 30 days.

It means, you may have a bicycle like mine at $460 where you need to pay $84 in repairs after one year for a damage to the internal parts of the bicycle in the Aksel. Luckily Retrospec bicycles are not the most expensive, why a new one is on sale for $299,00. However, if that new one needs a new wheel 1 year later - it builds up of course..

However, I have loved my Retrospec bicycles since 2016/2017