Wheelup Reviews 4,010

Tip prices, fast shipping. Perfect!!!

Bought a Nolan helmet with flip down pinlock visor.

Within a few days the pinlock visor was scratched in many places from being retracted inside and out the helmet.

Emailed photos to complain, and just received generic "some one will be in touch" emails. After my 4th or 5th email the response: it's my fault?
Going to do a charge back on my card.

AVOID THIS COMPANY AT ALL COSTS. IF SOMETHING GOES WRONG THEY WONT HELP

These guys are clearly not geared up to deal with overseas buyers, if anyone.

Early July I ordered a Tucano Urbano scooter jacket & gloves, as the seller crucially promised same day dispatch if ordered by 4pm, 3 day delivery to the UK and a further express delivery facility. Perfect, I thought.

I opted for the (more expensive) express delivery and purchased the items. I assumed the express delivery would better the 3-day standard delivery, though I have never received any further information.

On completing checkout I selected the checkbox to "create an account" which allows for easier ordering and tracking. This failed with an error, but the order completed and my money was taken. I received an automatic email confirming the order.

I have to date heard nothing other than automated emails from the company regarding this order and over a week later, the items had still not been dispatched.

I then asked about another item they have for sale and the reply came back within an hour or so, thus proving someone is present and responding (just not to the trickier questions!)

I have had no alternative but to escalate with PayPal for a full refund (still no reply from wheelup.it).

I can only say avoid wheelup.it at all costs!

I ordered a helmet (on the morning of 09/06/15) which was listed as being in stock and based on the fact that on the item page were the statements "same day shipping if ordered before 4 p.m" and that "products are normally delivered within 3 working days from receiving the order in Italy and the EU".

The first problem was that the order was not appearing in my store account and a request to look in to this was ignored.

2 days after ordering (on 11/06/15) and in response to my inquiring about the status of my order (as there was no other way to find this information), I received a message informing me that "your order will be shipped today".
No tracking number was issued though nor did the order appear in my account.

With no further information arriving, several days later I emailed again and once more I received a stock email reply (on 15/06/15) with no further details apart from another "your order will be shipped today" confirmation.
Suffice it to say, no tracking number was provided and the order was still missing from within my account.

Considering that this order was required in rather a hurry (several other sites had the helmet at a similar price but without the promise of such prompt delivery which is why I choose Wheelup.it) this was becoming rather frustrating.

On 17/06/15 I received what I would consider the first of their 'delaying tactics' emails, stating "We would like to inform you that we have forwarded your request to the relevant department which will contact you as soon as possible.".

Bear in mind this came from the same customer care representative as their other email replies (the ones that included apparent but in retrospect spurious order status information) so quite why the information I requested was now the responsibility of another department, I do not know.

On 19/06/15, 10 days after I placed the order, they decided to reply to my last inquiry with yet another obvious 'buying some time' email whereby all of a sudden "UPS tell us your address is wrong. Please confirm it".
(notice that nothing was mentioned about the lack of shipping so far, despite twice already having been assured that "your order will be shipped today".)

Regardless, my address as listed in their email reply and in the order confirmation email was correct and one which UPS (as well as FedEx, DHL and Aramex) have had no problems delivering to in the past, including several times in the last month.

I let them know this and heard nothing more until this afternoon (on 24/06/15) where I received an email canceling my order as according to them "we have a problem with UPS. It isn't possible to ship with UPS Express in your zone but only Standard shipment."

The fact that I had selected 'UPS Standard' and not 'UPS Express' when ordering seems to have been missed.
I now also notice that the helmet, in the colour and size I ordered is listed as being out of stock on the website which is more than likely the actual reason for the continued delays.

So as it stands, it has taken them just over 2 weeks to finally admit that they would be unable to complete the order.
In the meantime they have outright lied to me, ignored emails and used questionable tactics to make it seem that the delay was not directly down to themselves.
On the plus side, at least they refunded me promptly (via PayPal) once they canceled the order.
(As much as I prefer not to use PayPal where possible, in purchases such as these I would strongly advise using their services as it's easier to dispute a transaction through them rather than a via debit/credit card provider, should things take a turn for the worse.)

Note, I have also had problems with other European online motorcycle gear stores (particularly a large Germany-based one), whereby items listed as "in stock" were in fact a few weeks away from being ready for dispatch.
However unlike in this case, the other stores were up front about this, once I had inquired about a delivery ETA, letting me know about the delay.
While still not exactly satisfactory, at least it didn't take several weeks of them being dishonest and wasting my time before resolving the matter.

As you may have guessed from the above, I VERY STRONGLY SUGGEST AVOIDING Wheelup.it.
The incorrect product stock information is bad enough (although unfortunately not unusual) but the lying and delaying tactics they seem happy to use are disgraceful!