Rose Bikes Reviews 7,953

Just received a Rixen Kaul bike basket from Rose Bikes GmbH, it was delivered direct to me in Portugal with no problems at all and within a few days. Best price anywhere online, my order was acknowledged and I received updates on the delivery right up to the day arrived. Well packed too, I highly recommend this company 👍

Do not order from this company!!

I ordered a speedneedle saddle from them 3 weeks ago. About 4 days ago I wondered where the order was.

I am 100% positive the item was showing as available from stock (green tag) when I ordered as I had meticulously checked it, having been out of stock on other website.

When I checked my order I saw the email referenced 3 weeks lead time (which had not been stated on website). I then checked the website and this had been changed to 7 weeks (after already waiting 3, meaning 10 weeks). Andrea from CS is an absolute pity, with his only excuse noting they would not inform customers of delays because "they would rather deliver the parcel", just showing their ignorance and lack of customer understanding.

I do not say it often but this company well and truly deserves to fail. Terrible customer service, slow response (2 days per email), rude and most of all, absolute liars looking to maximize sales through very bad sales practices.

*update*
You most definitely do not have my understanding. Extremely rude and dishonest. Fueled by greed. I wont ever be buying anything from you again

Just had contact with Rosebike call center. Quick response. Good and very helpfull advise. Seems they worked hard on their organisation if I read other comments. Very nice experience for me. Hope they can keep up with promised delivery time for the Backroad I just ordered
:-)

Bad communication. Bad customer service. I ordered a home trainer from Rose that was listed as 'in stock' in Google's search engine. Immediately after ordering Rosebikes website listed it as 7 weeks delivery. I asked for a status update and only got informed it was not available for at least ten weeks. I have asked for the order to be cancelled three times in a week. So far, no reply. In the meantime I have been billed a lot of money for something that is not deliverable. I have heard good reviews of their bikes. Their customer service is awful. They also need to sort out information on Google search to be factually correct.

I have just received my second order from ROSE and yet again all is perfect. Fast delivery to Ireland. Website very clear on stock availability. I would definitely recommend to anyone. Professional service start to finish

Ordered pro sl in grey to Berlin on 3rd January, received it (exactly as mentioned during the order) in 4 days. The bike was in stock. Totally satisfied. Dear Rose, let’s see! Seems most of the problems are coming with “aftersales” experience (customer service, warranty). For the processing, shipment & the bike solid 5 stars.
As an idea, think green and replace the huge amount of paper manuals with a qr-code to the web-version of it (as well as absolutely not needed zip-envelop for it) with a branded torque wrench or a small branded pocket-keyset.

Really surprised to see so many poor reviews for Rose Bikes, I've always had excellent service from them, and they always give a warning on the site if goods are not currently available.
I was SO disappointed to have my latest order cancelled due to Brexit, it seems EU firms have to register with HMRC VAT and pay an annual fee ( the only country in the world to demand this) Brexit was always going to be a disaster for the UK, but who'd have thought it would affect such a benign thing as buying bike bits. Vive l'europe!

Products are declared available on the market place, but not in the reality.. from 3 until 12 waiting weeks. I ordered about six products delivered in more than two shipments. I changed one too much delayed with real difficulties... For the last one I received a delivery notification with a ghost stamp, not by my own.... I claimed several time through very delayed exchanges but Rose team declare always the same without real evidence. I'm totally disapointed with these behavior. Never the Rose thorns for me anymore.. painful

Slow shipping, bad communication

Please be aware, this is another company that takes your money for goods that they do not actually have in stock. Against my order is the comment 'Awaiting stock". I am now having to wait to see if and when the item I ordered is ever despatched to me. Not pleased at all.

Bought a Rose Pro SL Disc Ultegra costing £1760 delivered. From the day of delivery in September, when the brake lever was sticking out of the box, been disappointed. Would not replace damaged brake lever giving me a €100 voucher (less than cost of replacement). Then found the seat post clamp screw was shredded and had to await a replacement - was clearly a used part! Since, had a through axle come adrift leaving scuffed paint, now bubbles in the frame where clearly the paint has not been applied properly and a saddle that has fallen apart. Promised to replace saddle but communication is slow if not impossible, and offered €50 for the paintwork as ‘not covered by warranty’. Frankly if I could, I would send the bike back and be done with! For a bike in this price range this is not what you expect and would not recommend.

really really poor service. at this moment is send over 6 mails since 1,5 month and i never get a reply on my follow up on warranty case. i don't want to spend more words about this issue, i hope nobody will end up in a warranty case... waiting monts on a shipment and never getting replies on mails is more than frustrating.

update on reply; thanks for guarantee that this is not the case. So if im sending 6 mails in 2 months and i'm never getting a reply from your colleague, this looks like very poor communication... so don't guarantee but find a solution for this extremely bad situation.

I have been trying to contact Rose bikes about some custom wheels. In my first email, I have descriptions and links to the items I wanted, after some days I had a reply which basically asked for the information given in the email as well as my order number, which didnt make sence sinceI was asking for a quote. I then replied to and again received a snarky email asking for the items and codes. Again I wrote back getting the items codes from the product pages and made a large list but still after 10 days I have not got a reply. I also contacted Rose via FB and Twitter which did not get any response either.

So in the end I will end up spending my money with a different company as Rose can't be bother to communicate in a prompt or polite manner nor do they seem able to do their own work and ask the customers to get the product codes many times for them.

This is my story of frame replacement for Rose Team GF Four Disc. On 15.08.2020 I've spotted crack in downtube of the frame. When I was touching frame in that spot, it was soft. Definitively not a good sign. I’ve wrote emails to customerservice and technik, no response. I’ve had some direct contact from my past conversations with ROSE, so I used them. I got reply, that it’s just a paint crack, nothing to worry. Since the frame was soft, I’ve kept pushing for a warranty claim. After a week, transport was scheduled. Bike was picked up after 5 days after. After two weeks, and couple of emails, I’ve got a response that bike was crashed, and they are not going to accept my warranty claim. It was hopeless discussion, since I there was no way from my side to prove that I was not crashed. There was no way to prove them wrong.

I was offered with crash replacement, which looked as a cheapest offer anyway. Now, this is where the fun begins, and you should be aware of those “tiny details” before buying bikes from ROSE.

ROSE replaces frames with new models, if your current frame is no longer available. Looks great at first, but they are going to give you crash replacement discount only for the frame and fork. They are not discounting complete frameset, and that’s a huge difference. Reveal Four Disc is completely different bike with proprietary seatpost, ACROS headset with internal cable routing, rear axle, derailleur hanger.

In addition to that, some of cables, hydraulic hoses and other stuff will not fit new frame so it became expensive. Missing items, which should be part of frameset, costed me around 370 EUR!

Bike was sent back to me 19.09.2020, which was quite fast overall. The thing is that I was on holidays during that time, and they send it back despite my requests to send it few days later. I had to work out storage of package with local DHL shop.

At the end, it turns out that bike was not properly assembled. Bearings for headset were put without any grease, support had to be removed and pressed again because it was giving weird noises, and rear brake was not operating at all. ROSE took 100 EUR for assembly of the bike, and I had to pay another 100 EUR in my local bike shop to get things right.

Overall, my adventures with ROSE are as follows
- Warranty claim rejected
- Crash replacement program looks like a good thing, but there are hidden costs and they are huge (naked frame without proprietary parts is just not right)
- Contact with support is just pure nightmare (not responding to the emails, phone works best if you are willing to wait 20-30 minutes)
- Bike assembly was just poor, extra money had to be spend to fix ROSE mistakes.

Overall, I have a working bike but it cost me a lot!

Customer no:002922628
Case no: 10013704
Offer no: 9630946

Well, i have to admit after sales care is appalling. 5 months ago spoke snapped in my €1500 rose brand wheelset and i wanted to make sure i get it replaced correctly, as these wheels aren't cheap. Well, 1 email, 2nd email, reminder...0 response. I took a chance and did what i thought to be the right thing.
Another issue now, the same wheels! 1 email, no response, reminder email ->Response! With wrong information....i replied asking for clarification, no response, reminder, no response.
And there is no phone line to call so you're on mercy of emails.
Think twice before you buy expensive equipment from rosebikes. If anything goes wrong, you're on your own.

The status of my order was misleading all the time, but I received the bike in 5 weeks instead of the expected 10. It arrived in the wrong color which I reported immediately and got a very generous offer as an apology.

I guess the processes inside Rosebikes are a bit chaotic, but in the end, after several emails that addressed rather technical issues than the lack of customer service, I got what I wanted faster than expected.

From my experience, I can recommend the store.

Sent 4 mails and waited 4 weeks just to be told that they are not replacing a 10€ top cap on my 3050€ Reveal Four Disk....
This is a great way to loose your customers.
I took pictures of the damaged cap as soon as the Bike was delivered but they are not replacing the damaged part.
I wanted to buy a Gravel bike from them but after my experience with the first purchase I will probably buy it elsewhere where there is a better customer service.
THINK TWICE BEFORE ORDERING BIKES AT ROSE.COM

Update 21.10.20 Top cap was sent immediately after my review on trustpilot.
Negative review could have been avoided if customer service had not waited 4 weeks to reply, negating replacement part.
A real note of appreciation to those in Rosebikes reading trustpilot :-))

Update 22.10.20: Cap received as you said! All GREAT after the Rosebikes Team on truspilot took over. Rosebikes customer service coud not solve the problem...

Great experience, and decent delivery time, taking into account the problems with cargo services at the moment in the world.

I have a Rose X-lite Four for 2 years, it is a great bike, but it has a problem. Soon after I saw that the rear wheel was bent to the left, I bought new carbon wheels and the same thing happened, looking closely I saw that when I got on the bike the wheel moved to the left side. In June I wrote to Rose and they took the bike to the factory, they answered that the problem was the wheel or the lock and they returned the bike to me. I have checked it with 3 different wheels and locks and the same thing happens with all. I have been to a good workshop and they have told me that the frame flexes. This flex has given me a few scares going down roads, especially in right-hand curves, luckily pain they have been scares without falls. For 3 weeks I have been sending emails with videos and photos to Rose and they do not respond. They have ignored the problem. It is not a serious attitude of a company that only operates online. I hope they will contact me and give me a real solution.
Indeed on 10/1/2020 they contacted me, they told me that the carrier would tell me the date to pick up the bicycle. It's been a week and I'm still waiting. I write the same mail that he wrote me and they do not answer. What is the point of answering here and not answering directly to customers?
I'm not going to keep wasting my time with you. Either they act as a serious company and assume their responsibility when processing a guarantee or I report them directly to the consumer's office.