Sprockets Avis 78

Wrong items sent. Nobody ever answered the phone. No replies to messages left. No reply to email. Months later still no action. Utterly hopeless. AVOID!

I'm afraid to say I have been scammed by the criminal behavior of the wretched online cycle shop;
I have only just found the Trustpilot reviews for Sprockets.uk and am appalled to hear of so many other victims of their unethical behaviour.
I ordered a Selle Italia max flite gel flow saddle on 28/03/20 and was informed it was shipped to my Australian address on the 01/04/20 but no tracking number was provided
even after numerous requests via email that were all ignored.
It is now over 3 months since the order was placed and no saddle, hence I will be pursuing financial redress via my bank.
DO NOT USE THIS COMPANY ,
only use reputable mainstream online cycling sites.

I ordered a pair of Lake cycling shoes. The international shipping took longer than expected (8 days) but when email to Sprockets about the delay I received an reply within short time.
The cycling shoes are perfect.
Overall a good experience

Dårlig service...... Jeg bestilte 2 cykel sadler i April md 2020. Jeg har ikke modtaget dem endnu, jeg har skrevet til dem 2 gange om hvor langt min pakke er noget i systemet og stadig ikke hørt noget fra dem.... DET ER DÅRLIG SERVICE, har aldrig oplevet så dårlig service

Henrik Larsen
Nibe
Danmark

I ordered a deda riser bar and the delivery is about 3 weeks + for international shipping. Coming to this review site and read through all the complaints will make you think that they will failed to deliver but lucky enough, I get what I purchase. I drop one star because they don’t reply to your message at all.

Ordered a couple of items, heard nothing after 10 days. EMailed twice, no reply. Put in a paypal claim, got email from the company apologising and saying it will be refunded. Waiting a few days, there was no refund, escalated to a paypal claim and was refunded in two days. If you raise a paypal case and you are not actually refunded from the company, you must go back in and escalate it within 3 weeks or so otherwise you may not get your money back.

I ordered some handlebars (around £50) back in April 2020 - they did not arrive. And so I emailed them - no response. I waited a while, and then called. Was told over the phone that it's likely they've been lost in the post and I would receive a refund instead. At this time I thought it seemed pretty normal so just waited for the refund.
The refund did not arrive, and so again I emailed - no response. I called - no answer (odd?) so I left a voicemail. Long story short, it is now June 2020, and I have sent emails, left voicemails, and even contacted Citizens Advice.
The customer service is appalling. Basically once they have your money, that's the last you'll hear from them. I'm now convinced it's a scam, and I just wish I had read the other reviews before using this awful company. Avoid. There are plenty of better companies out there.

Ordered 2 tyres and 2 inner tubes from them, order arrived with correct tyres but cheaper inner tubes that are the wrong size, no refund of the difference in price or any communication. Emailed twice so far and had no reply, will persist, dreadful customer service will not use them again.

My order was only for a chain. £18 on offer for £12. Seemed like a bargain and they showed plenty in stock. The chain that actually arrived was priced £9... No contact to explain they were out of stock and/or ask if a substitution was acceptable.
I assumed a picking error and emailed “info” then “Paul”. No reply from either so now I’m left assume it was some sort of “bait and switch”...
Can I be bothered to pursue this via PayPal for £3? Probably not.
Sharks or chimps? Read the other reviews and decide for yourselves...

Same terrible experience for me. Item is showing as shipped but has not turned up 11 days later. I have left voicemails for them and emails but have not received one reply or acknowledgment from them. I too am going to have to get my money back via PayPal. It is looking like they never had the item to begin with. This company is not recommended😡

Same old story here .... after a month the item they claim was dispatched has not shown up. I sent a polite message on the website account thingy asking for a tracking number, then a firmer one, then an email , then another email and account message ..... no reply of any sort. I will contact Paypal to see if I can get a refund.

DON'T USE THIS WEBSHOP.

Update:- I contacted Paypal and received a full refund from Sprockets ..... with zero communication or apology from the company, which actually reduces my confidence in them even further.
Of course, the item has never arrived in the post ....... you would have to wonder if it was ever posted ....

Normally I’m a very positive person and I really don’t want to post negative reviews, but in this case I like to let you know what my experience with Sprockets.uk.com is.

July 1st 2019 I placed and paid an order at Sprockets.uk.com for a total amount of 504,97£.
2 items (Tyres with a total value of 139,54£) were not in stock and the order was split up in 2 shipments.
The first shipping of the order came as expected, but the 2nd shipping is still missing (now today January 28th 2020 it is close to 7 month after).
I was informed by the shipping company, that my 2nd shipping from Sprockets.uk.com was arrived, but when I the same day would like to pick it up, it was missing.
It was reported and I was told by the shipping company to wait for instructions and it would take around a week, for them to do an internal investigation.
After a week I called the shipping company to follow-up and I was told that it was lost and I should contact Sprockets.uk.com, so they could do a claim to get a refund of the shipping company.
I mailed Sprockets.uk.com with very detailed info and have since then been mailing them MANY MANY times.
2 times I actually got a reply that I would get the missing parts resend or my money back.
I have been following up on these mails, but no action at all from their side and now I lost hope to get the parts worth 139,54£ or a refund.

FYI. I have bought a lot of bike equipment and bike parts at many different web shops, but Sprockets.uk.com is by far the worst customer service experience I have ever had so far.
I strongly recommend you to think twice before you place an order at this web shop.
When/if I ever get the remaining parts or a refund, then I’ll update this review.

I wish you all the best.
Daniel Bjerregaard

Ordered a full Campagnolo Veloce groupset on Thursday evening and received it early on Tuesday morning. there were a lot of options (silver or black, this size or that on many of the components) and it all came exactly as requested. Top marks.

I'm only docking a point because multiple calls to the telephone number in advance to check stock, went unanswered.

Bought a pair of MTB cycle shorts from them online. The shorts delivered were not the ones I placed an order for. So I though ok maybe it was mistake. I returned them and re-ordered the ones I wanted. They don't answer or return phone calls so I sent an email. I was told that the money has been refunded and that if I am willing to wait for a few weeks they will fulfil my second order. I checked my bank account and no refund from them, so I requested to send me a bank confirmation from them showing that the refund was processed but it is like talking to the wall. To date I have not received my money back for the wrong order nor have I received the new order. Terrible experience.

Stupidly I did not read the other reviews before ordering! Sprockets did not deliver the product ordered, did not acknowledge or pay for the return, and did not make a refund (as promised numerous times by Paul Hudson). Thankfully I used PayPal, which protects against dodgy websites such as this one, although too much time and effort was wasted resolving this. Life is too short and there are plenty of reputable on-line retailers out there instead...Wiggle, Chain Reaction, Merlin Cycles, etc.

Firstly, I'll make no bones about it. I've given Sprockets 1 star because TrustPilot won't allow me to give a zero star review.

Secondly, if the owner of the shop decides to reply to this review, as he is entitled to do, I would disregard any comments he has to make. He will be attempting to defend and justify unacceptable levels of customer service, and if he takes a long look at the transaction history and our email conversations, he will have to admit to himself he let us down with no comeback whatsoever.

The product in question is a pair of Lake cycling shoes. The original order was placed on the 11th June 2016. At the time of order, the Sprockets website stated that the shoe was not in stock and to "Please phone for availability" - which seems to be a common message on the website.

These shoes were to be a gift from my wife for my 40th, which is the 4th July. We enquired at the time if the shoes would be with us in time for me to try them on, and if they didn't fit, send them back to a different size. We were assured, on multiple occasions, that this would be the case.

Over the next few weeks my wife emailed Paul at Sprockets on a few occasions to check the progress of the order. Sometimes the emails would go unanswered, sometimes the would be answered after a couple of days. At every stage we were told the shoes would arrive in plenty of time for me to try on and return if they were wrong. My wife's exact words to Paul:

"We need to check for fit and re-order a new size and I must have a pair of shoes to give to my husband on 4th July for his birthday."

The shoes were finally dispatched on the 29th June - the Wednesday. My birthday was 4th July - the following Monday. The shoes arrived on the Friday. If they didn't fit, then my wife's big plan of me having new shoes on my 40th was ruined. Sure enough, they didn't fit (although that's not Sprocket's fault). So we spent Saturday rushing around the bike shops in the area trying to find a pair of shoes that a) I liked and b) fitted, because we'd been left high and dry by Sprockets.

In a situation like this, a shop has a responsibility to manage the expectations of the client. I'd would rather be told, "Look sorry it's not going to arrive in time" and be given the option to cancel or wait, than be strung along falsely. This really upset my wife who wanted what is a very special shoe to be there on a big birthday.

As if this wasn't enough of a hassle, this was only the beginning. We arrange a return (which I had to pay for!!!) and then wait for a refund. And wait. And wait. And wait. And wait.

The tracking on the parcel stated that the parcel had been signed for on the 14th July. Credit card companies can take up to 30 days to process a refund but by 20th August we were still without our refund. We chased, and we were told that the refund was definitely processed but that the refund would be reissued at the bank - which working in e-commerce and understanding how payment gateways interact with e-commerce software and merchant accounts I know this is nonsense. You refund against an order and confirmations are sent out to at least the merchant if not the customer as well - but Sprockets could not provide written confirmation.

I emailed Paul direct with a strongly worded email, and he chose to once again completely ignore that.

Finally, on September 1st, we have our £300 refunded into our account from an order placed on the 11th June.

Contrast that to Rapha. I ordered a £300 pair of Climber's Shoes. They arrived next day. They didn't fit. I contacted Rapha, they dispatched the next size up THAT DAY, and WITHOUT my returned shoes. They issued me with a FREEPORT return note to send mine back. The larger shoes arrived BEFORE I even had a chance to get the old ones dropped off at the parcel shop.

Ultimately, when you're paying £300 for footwear, you expect exemplary service from start to finish. False delivery estimates, unanswered emails, slow responses, insufficient information in emails, paying for returns, and waiting nearly 2 months for a refund is simply unacceptable.

Looking at the Sprockets website, their "Latest News" story is, on the 1st September 2016, a post from 2014 about Knog lights. The website isn't even responsive or adaptive.

In general, this stinks of a bricks and mortar business trying desperately and failing miserably to operate in the digital space. Ultimately, when stores such as Wiggle, CRC, ProBikeKit and Evans do such a good job, then places like this need to not only match them but excel them. The only reason we looked here was because finding Lake shoes in the UK was so difficult.

I would strongly recommend to not use this company. They have let us down and messed us around big time, partly spoiled my 40th, caused my wife a load of stress with the credit card, and demonstrated on every level how not to run an e-commerce business. If you must have Lake shoes, get them direct from Lake.

Avoid like the plague.

Bought these a couple of weeks ago from Sprockets and they are very good! I have since bought from Sprockets again and am very pleased with their customer service :)

Bought what was listed as an "unbranded" FSA chainring - turns out it's not an "unbranded" FSA ring at all, it's just a copy of a genuine FSA product, should have read other comments about these before buying by the looks as I not the first to have been cheated by these crooks!