Zedbikewheels Avis 

The reviews on here made me extremely nervous over the purchase of my wheels and to be fair I gave Zed wheels a hard time because of this.
Ultimately, the build and delivery time was just shy of 2 weeks, Zed have been nothing but polite and professional, the wheels arrived today and are far better than I envisaged. Really look forward to trying them tomorrow.
Chances are that I will order another set but won’t pester them as I have no concerns and neither should you. Thanks Zed and apologies.

Ordered a 35mm Carbon Discs that were on clearance. Specified QR in the details. A week later Lee emailed to tell me that the hubs on the clearance wheelset Zi had ordered were not suitable for QR, but he could use a different hub which was lighter or I could have a full refund. I opted for the lighter hub. I requested TA end caps to make them future proof for use on other bikes. Wheels were delivered 2 weeks after ordering, but without the TA end caps. A few emails later I received TA end caps in the post. Now fitted to my wife's new bike (plans changed after all) they've reduced the overall weight by 900 grams compared with the manufacturer supplied set. So far they have only been used for a short 12km shakedown ride, no complaints so far, they run true and are light. My only gripe would be communication, there is still room for improvement, but I do understand that with such a small workforce it's not always possible to reply immediately. Overall I would order from again.

Firstly these are great wheels hand built and really super light, my rim brake wheelset also came with ceramic bearings but I wanted to change the freehub. Despite being really busy Lee squeezed me in the same day as I was driving back from Yorkshire to supply me the new SRAM freehub. And we got talking about building bespoke wheels for my hill climb bike, which has given me some ideas for the future build… a cyclist and a top guy!

i have been riding bikes with handbuilt wheels for over 50 years and trust me these wheels are as good as any i had built. The customer service was first class ,so go ahead and use a small homegrown business .

I bought some carbon wheels a couple of years ago and managed to damage them in the garage during winter ? Messaged Zed wheels expecting to pay for a repair. Susannah messaged me back promptly to say if I paid the postage fee of £24 the repair would be free of charge which was totally unexpected and a great bit of customer service ! The only hick up I had was replying to myself rather than Susannah and wondering why I’d had no reply lol. Sent them back and labelled as required. Then got a message from Susannah to say the wheel had been received. Next day a message from Lee, I assume the technician repairing the wheel to tell me what had been done and he was posting the wheel back to me. Next day the wheel arrived all repaired and best of all FREE OF CHARGE!!! And all in less than a week, Thanks guys couldn’t ask for more 😁

Blown away by these wheels from a small company. Great quality, super design, light weight and all at an incredibly competitive price, much better than going mainstream and putting money into corporate pockets.

I had questions prior to my order which were answered super quickly by the person building your wheel. Could not be happier.

I had a warranty issue and to be honest some of the reviews on here made me a little apprehensive. I needn't have worried.

My hub fractured leaving two spokes dangling. The wheels are just over 2 years old but covered by a 3 year warranty. I contacted Zed and agreed that I would drop the wheel off. Lee quickly inspected it and agreed it was covered under the warranty.

This a a small business (Lee and Susannah) and we agreed a turnaround of 3/4 weeks - which given the difficulties faced by small companies following Brexit (needing to find new suppliers; goods being held up in customs; old suppliers opting out owing to paperwork now required - not forgetting fulfilling new orders etc) seemed fair.

Lee managed to source a replacement hub and rebuilt the wheel within the agreed timeframe - notwithstanding a later blip when the courier (FDX) didn't turn up to collect the wheel at his place. Even so, delivery was lightening quick and my wheel has been returned complete with new hub.

I would have no hesitation in dealing with Zed in future or in recommending them.

As to the negative reviews - that's not my experience but I guess sometimes things don't quite go to plan.....but remember, there's always two sides to every story.

Amazing wheels at a good price and have been faultless in the years I have had them. Wanted to change the freehub and they were also helpful with advice/providing parts even though this was some time after purchase.

AVOID AT ALL COSTS
These guy's are an absolute waste of time. If you have any problems with your wheels the will firstly ignore you and the block you from making any contact with them.
I've returned a wheel to them for a warranty repair which took an age to sort out and now all my emails bounce back and I've been blocked on social media!
Now left with one wheel and having to sort it through trading standards.
If you read some of the other reviews left on hear you will see I'm not alone in this.

Honest and genuine people to deal with, Lee was more than happy to discuss the specs and pros and cons of the wheels which have been fantastic to date. Great wheels at a great price and more than happy to recommend.

Ordered my wheels 17.10.23. Took money immediately. Said they would deliver 6.11.23. They failed to deliver and I cancelled my order. I must have sent over 10 email chasing my order. Another 10 to confirm my cancellation Follwed by another 30 emails asking for my refund. They have no contact telephone number. Two Directors who are the worst culprits I have ever come across. They said refunds take 28 days Nearly 60 days after threatening to take them to the Financial Ombudsman. Don't touch them with a bargepole. Absolutely the worst bike people ever.

I found out today that my case to recover my money from Zed was finally closed after buying a wheelset from them a long time ago. The whole experience was dreadful from beginning to end. Poor order process blamed on website issues that i later found out to be because a disgruntled ex-supplier/partner hadn’t been paid. The order took 3 months to arrive, not the 3 weeks promised, with no apology or real explanation. Then months of faults started. Despite giving Zed several opportunities to resolve them they became less and less responsive. Their general attitude was unprofessional and deliberately awkward and eventually, after 9 months of not having any wheels and being refused a refund, I started the charge back process with my credit card company. Reading other reviews on Trustpilot and other websites, and speaking to other people in the local area, it sounds like this isn’t an isolated incident. I would strongly advise anyone considering using them to look elsewhere. It’s not worth the worry or hassle.

I purchased wheels from Zed Bike Wheels late last year. Since then I had a bearing failure on the freehub and both hubs run rough, having had around 2,500km on them. I sent a query in October by their online form asking what the bearings are so that I may replace them. No reply, tried calling and the telephone automatically directed me to their website which is where I had already tried to make contact. I also found no recent activity on their social media pages or facebook. I gave up on the assumption that they had ceased trading.

Update 17/02/2024 - Earlier in the year after seeing this review ZED requested contact details to discuss and resolve the issues. These were provided but have not received any contact since from ZED. I suspect they can just about cope with producing wheelsets and that's their limit. You have been warned.

I don't often write reviews but I feel compelled to do so on this occasion. I would not be exaggerating to say this has been one of my worst experiences of a high ticket purchases. Basically £700 worth of wheels. Approx 1,000 miles on the wheelset and rear free hub started to come loose. I thought not a problem with a 3 year warranty and duly sent off for repair. No contact for several weeks and eventually receive a bill for the repair with the claim it was wear and tear so not covered under warranty. I paid as I was concerned my rear wheel wouldn't be seen again. Inference either the components are cheap rubbish from China or the assembly was poor as a 1,000 miles does not constitute any sort of distance to wear a hub out. Reading other reviews here there is obviously a common theme where this business likes the sales but not interested in looking after the customer. Sad thing is the husband and wife team don't realise that these poor reviews cost them much more than the warranty repair would have done.

Well, I can't review the product as I've not got them.

But as good as the wheels may or not be,they can't be worth the hassle you'll encounter after purchase and that's before you get them. As such,this review is about ZED, not their wheels. I'd like to think the product is better than the service.

A few weeks before I ordered, I got in touch to ask about delivery times. I got no response but as i had cleared my spam filter, thought it may have gone in there.
So, I ordered a pair of ZED carbon wheels. I was sent an immediate order confirmation and their warranty/T'C's which claim that they "Promise to keep you updated on your order" and, "Can't wait to offer you great customer service".

After two weeks with no other info, ( so much for their promises of updates) I got in touch through their website as this is what they request on your order confirmation.

No reply, (a day is plenty of time to reply if your boasting of great customer service).

I then called ZED on the number supplied but, this isn't accepting any calls (and still isn't as of 08/01/24) and just requests that you contact them through their website email.

I then sent another email to the person who deals with the warranty,(but as they are just a two person business, I assume this is the same person that deals with all the clerical work, hence why they request you don't send multiples of the same email as it'll bog them down).

This email just bounces back stating their remote server is misconfigured, leaving you only one option to get in touch, the website, which they don't seem to reply to.

As such, I cancelled my order, and I'm not the first looking at other reviews.
If the lack of promised updates,lack of GREAT customer service and having to jump through hoops to find the progress of your order ( I still haven't) doesn't put you off, think on as to what they would be like if you were to have a warranty issue. It is for this reason I cancelled

UPDATE. Heard back after 18 days since order was placed. They say they are checking the status of my order in the workshop? (Which we all know means that they haven't been started or arrived in stock, let alone ready for dispatch)

ZED do say they have been ill, (there's only two of them don't forget) and have had IT issues. But, knowing this, they refer you to the website when you call. So why not take calls ZED??

They offered free life time warranty or 2 tires if I wasn't to cancel, (but first impressions, and that customer service is non existant, I had already made my mind up).

They then advised that it may take up to 28 days to return the money, I'm keeping tabs on when it is returned, as I've no confidence in this company unfortunately.

After 30 days, I've still not recevied the refund. I have messaged, but not expecting a reply. Will keep updating...

So after several emails over the course of a nearly a week (they are still not taking calls) I eventually heard back, and still not having had the refund after 35 days they are basically still blaming health and IT issues...

Regardless, with their continuing ill health and IT issues that delay orders and customers concerns, they can still find the time to update their website and offer 30% off in their sale, (nothing wrong with their time or IT in my book).
ZED also say they are having issues with their card provider... (no problem taking money though!) and have advised that I raise the dispute with my card provider, which i have just started, and my bank says that they've never heard before that poor health can prevent a card refund, when they can be well enough to message...

If after all this you still want to order, go ahead, you've been warned...just make sure you pay by credit card.

However, ZED have thanked me for leaving a 2 star review. For that, I'm dropping it back to 1 star for the antagonistic comment that was uncalled for.

So if you're reading ZED, If you can't accept an honest review maybe improve your business? If there's only the two of you,(which you reminded me of on the few emails you sent) maybe employ more staff, as it's obvious you can't cope as things stand.

They then go onto moan that they don't reply or use Trustpilot because they'd charge them £00's per month,obviously they don't mind reading them...but still don't act up on them.

Before pressing that confirm the order button, bear in mind Hunt bike wheels. I placed an order and these were dispatched, delivered and on my bike within 3 days.

So only now do ZED wheels accept they have failed, albeit over 2 months since purchase, but I've still to receive a refund! To appease their failed customers they could have offered to bank transfer refunds for speed. I've had to claim it back from my credit card.
Working in the cycling industry as well, I've informed all of my customers who are looking at Zed wheels to really think of what may happen before purchasing.

Working in the cycling industry specifically within customers service I am the first to know and appreciate that product do have occasional issues from new.
I was disappointed when my brand new ZED rear wheel failed on its 3rd ride out due to a spike nipple failing. I thought nothing of it given ZED are a local business, and thought the customer would be great. Although it was much the opposite. I had to work out how to return the wheels, as although there was a returns label no instructions were provided. After 3 weeks of little to no update I was eventually told that they needed my front wheel in order to repair my rear wheel???
Over 3 weeks and later I had my wheel returned and on the first ride of 5.5km, it was buckled. Obviously this is not what you would expect from a high end wheel. Currently I’m having to file a case American Express as this has caused damage to my equally as new frame set.

EDIT: I have had the wheels back 12 days, and only had chance to do 100ish km. Yesterday evening I turned into my street, after a short ride home from work, and the wheel exploded. Yet to hear what ZED have to say but now I’m left with a £1300 wind chime.
Overall this negative experience has changed my opinion on ZED from a raving fan to someone unlikely to order from or recommend ZED again.

7 months ago I ordered "AERO ULTRA SL5 STRING SPOKE, Rim Brake, String Spoke"

Was very excited after reading lots of positive reviews.

Unfortunately the wheels were faulty.

Initially I thought these things happen and will be sorted quickly. After inspection by Zed the issues were said to not exist and wheels returned. My bike shop confirmed issues still present and wheels unsafe to ride.

After video footage taken by bike shop the problems were acknowledged by Zed but blamed on my bike shop/ me.

Eventually the warranty was said to be invalid due to "unauthorised works being carried out on the wheels" which was completely untrue. There were no grounds for suggesting this at all. Thankfully the bike shop in question had predicted Zed would go down this route and had taken measures to prove what they had/ had not done with the wheels.

Customer service was extremely poor and essentially amounted to being told that lots of people love our wheels so there can't possibly be an issue with your wheels.

If you are thinking of buying through this company I would certainly advise caution. Perhaps I have been unlucky with the wheels but the manner in which the issue has been dealt with has been awful from start to finish.

31/01/2024

Just in follow up to the response by Zed:

Indeed, always two sides to a story but I can honestly say that in 20 years of cycling and enjoying this sport I have not had a worse purchase experience.

It all started out great and all very friendly and good communication while selling. As soon as money was received and issues with wheels became apparent it was a totally different story. I was keen to try give as many chances as possible to resolve the issues.

Ultimately it was only the threat of legal action, supported by my local bike shop, after 7 months that resulted in a reluctant refund.