Worst customer service, bad quality assembly.
Worst customer service, bad quality assembly.AVOID ordering online from Hibike if you live outside Germany!I am extremely disappointed with my recent experience with Hibike. I ordered a bike on June 4th (#2024-4052487) and was assured on the website it would take 10-14 days to arrive. It was eventually over 35 days. I live in Switzerland (but I'm an EU citizen) and I received an unexpected invoice from the shipping company, demanding an additional CHF 105.25 for shipping and handling.When I contacted the shipping company, they informed me that the EUR 69.90 delivery fee I paid to Hibike only covered the shipping to the border, and that I was responsible for the shipping costs from the "border" to my address.This information was never communicated to me by Hibike. According to Swiss customs laws and Hibike’s own shipping policy, the total import costs should have been around CHF 110 to CHF 140, not an additional CHF 100 for nonsensical “cash on delivery”.Furthermore, the non-German customer service line at Hibike is a joke. I have attempted to contact them five times on the phone, waiting 15-20 minutes each time, without ever being connected to a customer service agent. The order tracking on their website provides unusable information, and their customer service contact form is equally unhelpful (they didn't get back to me for weeks). This level of customer service is completely unacceptable.The bike arrived assembled, but both the front and the rear axles were misaligned and not tightened properly. If you don't usually work on your bike make sure to check these, as the Hibike assembly is dangerous.In summary, I have been forced to pay over 100 euros extra without any prior notification, my bike was significantly delayed, and I have had no success in reaching customer support for assistance. I am thoroughly frustrated and regret my decision to purchase from Hibike. I strongly advise against buying from them if you expect timely delivery, transparent costs, good assembly quality or any resemblance of a customer service.With these extra charges I would have ordered from elsewhere, for the same eventual price and with real 6-10 day delivery.UPDATE: Hibike customer service got back to me, sending a confusing email with screenshots from their german website (hibike.de) showing me where they have these extra costs listed. OK, you incompetent thieves, but I ordered from hibike.COM and not hibike.DE. Nowhere on your .com site do you say that the real information is on your .de site, so I fully expect the service that was communicated to me through your .com website.I wrote this to them but haven't received a response in 3 weeks. I will be making a complaint though the European CPC.
Norbert Kiss
Absolute ignorance of the customer from Slovakia
I am from Slovakia. I created and paid my order in Hibike on 03.06.2024. Hibike withdrew the money from my account on 05.06.2024. Today is 27.06.2024. I have neither the money nor the goods. I have written to HIBIKE 3 times via their contact form (11.06.2024, 18.06.2024 and 26.06.2024) and 2 times by mail (24.06.2024 and 26.06.2024). NO response. Absolute ignorance of the customer. There is no way to call there, only the answering machine answers. I will definitely never shop at this store again.
Jindřich Doubrava
Recommended but be patient and learn German
I ordered heel pads on Sunday, Hibike adviced will send another email to advise shipment date, no email, filled in a form to be contacted re this, no reply, rang but nobody speaks English, no help basically. Not sure what to do know. Maybe somebody will contact me after this review?UPDATE: It looks like it worked, I've just received an email with shippment details!
BEA
Bicycle sales all year round
Big selection of bicycles from Mtbs to road and gravels. And the cool thing about Hibike is that they always give the deals on the bikes and don’t charge large delivery fees.I definitely recommend it to anyone who is looking for a proper bike right now.
Roland Le Goff
Great
Cheap, good service. No issues
Emil Søllingvraa
Reliable customer-friendly shop
A very positive experience when buying a bike with cross-border delivery. Mr. Lorenzo Fei, the sales manager, is very professional: every stage of order processing was reported in a timely manner, every request was quickly answered. The bike was delivered fully tested and assembled in a huge box. The delivery time was appropriate. Many thanks to Hibike for customer-friendly service!
Natalia
arrogant support, shady practises
Ordered some pads that got sent through dhl and forwarded to the local courier who messed up the delivery. Contacted hibike , they told me to wait till they received the package back. After a few weeks, got an email telling me they will reimburse the money minus the shipping sta because I have refused the delivery. Told them it wasnt my fault then got through an arrogant support dude who almost called me a liarThere are many bike companies that respect customers. Hibike is not one of them. Stay clear of them
FlorinM
This company is excellent in my opinion…
This company is excellent in my opinion i dont why some reviews having negative thoughts, low prizes, legir products at the same time the customer representative support was accessible. But the only concern i have to raise is the courier which is DHL that it cause much delay of your order. Otherwised everything is excellent as I said before. Thank you Hibike i got my frame and im so satisfied for it. More power.
nolan labra
order no received
This company informed me that my order had been sent. However, it seems that the package is not listed with the carrier. Seeing nothing happening, I sent two e-mails without getting any response from them.I strongly advise against purchases on this site.
didier
2 months from shipping date
been 2 months from shipping date and no new update as to where my item is.they promised to do some investigation with their courier but until now, no update.UPDATE: Today (Friday the 13th of November 2020) I got a call from our local courier that the item has reached. It will be shipped to our place in 2 business days. Im glad after all these limbo, finally it will be over. Hibike should be more patient than their irate customers. Lesson: The courier (DHL) should regularly update their tracking system in a weekly basis i guess.
Warren Ess
Good job. Well done.
Enjoyed every minute in there, staff is very helpful, will do come back! Big partlist for global online buyers.I’ve just bought a pair of cycling shoes for my road bike. The shop assistant was nice and gave me the right characteristics of every model. When I got home they were perfect ! Good experience. Thanks a lot.
Ramona V.
Please don't order from this site or you'll regret it
Absolutely crap service as 60% of reviews show already. Don' t ever buy from this site. Their publised lead times are not true. They delay the shipment week after week if you have the chance to have someone replying politely to you.Some of their agents are rude and the rest never have an answer.They provide wrong advice about which part number fits your needs and for a product which is just 10 € or less you don't even take the time to return it as it will cost you more that the product itself.Of course if their advice is wrong, it's never their fault.
Victor Copete
Buyer beware
After placing an order I have received nothing! No confirmation, no receipt, nothing. I have made several attempts to contact Hibike to no avail. This goes down as one of the worst online shopping experiences i've ever encountered. **Updated: I did receive a full refund, nevertheless my one star review still stands.
Rev. Iewer
At all, shop with good price and good support
First time buy in this shop. Make order, and make few mistake. Hibike crew contact me and give me suggestion what I need for my bike. In mean time, i find more articles for me, ask if can merge my orders, and they is merge orders. Nice. Of course, few item is not on stock, ask to change with another parts, they change it, and send me package next day with all items. In three day package is here.I read bad reviews, yes, always have space for improvements. My experience is ok, and they have one new big smile customer. So, thank Hibike for support and help, and we will soon with new order...oh, I already done new :)
Željko Posmodi
Room for improvement regarding costumer service
Hibike is a good shop for the customer that knows exactly what he/she wants.In that case you should definitely place an order at this shop, prices are good, delivery is okay. BUT in case that you need the customer service, it is not that great.I ordered an MTB Jersey in red where the website showed the yellow one when you selected red.I contacted the customer service before ordering to avoid an incorrect delivery.The employee gave me an item number which I ordered and guess what....... I received the yellow one instead of the red.After sending 3 emails at this moment, no response.I did what I could to avoid this mistake, and I only request for an free of charge return, but no answer from HIBIKE side.I am not willing to pay € 10,- to return a product which I didn't order.Hopefully there will come a response to solve this issue soon, otherwise they will loose a fair costumer. :-/
R.W.Prins
When a company has as many bad reviews…
When a company has as many bad reviews as great reviews you know something is very wrong...I have ordered twice and tried to order a third time from HiBike from December 2017 to March 2018. The service is about as bad as its possible to experience without being verbally abused. First I ordered an expensive bike frame. It was very slow arriving so I had to contact them to see where it was. This can only really be done by an annoying form system they have set upThe second time dealing with them I bought a saddle and another bike part. I was told it would take 2 weeks to sort out the saddle because it was a custom job. After 4 weeks I gave up waiting and filled out another complaint form. The next morning I received a reply telling me it was ready for shipping. How long would I have waited if I didnt complain?The third time dealing with them I was trying to buy a set of wheels. They initially responded but then gave up responding despite the fact I said I wanted to spend up to €1000 on a set of wheels.I tried multiple times to email and they just stopped answering. Dont try to ring they dont answer the phone, dont try to email they wont help you. They just want people to pay their money and go away. Its the Fawlty Towers of bike sales.I will never order from them again and I would never recommend them to anyone because the service is totally crap and the people there dont make any effort to help customers. Buy anywhere but HiBike unless you absolutely have to
Kevin Campbell
