- Verified customer
Goods Arrived Within a week
Like others I didn't realise this was a UK based company until I placed the order. I paid extra for quicker delivery on 3 items (Bike bottle/Mudguard & Topeak Bag). Prices were good and they showed as being in stock. the DHL Con note was generated quickly but after 3 days it still showed as Not picked up. I then looked at reviews and thought crap. I sent them an email stating I wanted a refund as they were failing to deliver on the promised schedule. Within 4 hours the DHL status changed to picked up and I received the goods about a week after placing the order. I don't know if the email prompted action or it was just chance timing.
Don't do it
I ordered from these guys, thinking I could save some $$ on a wheelset..boy I was wrong. One of the worst online experiences, I would have rather paid double elsewhere then interacting with them.
I’m keen to share my experience in detail as I’m sure a lot of people have experienced the same if not worse. To set the scene and provide some context ‘ProBikeKit’ is operated by The Hut Group, which is a massive company that looks after a few other online brands.
I came across ‘ProBikeKit Australia’ when I was Googling around for some 303 Zipp wh...eels and I came across their site. Before that, I had never heard of them. The site looked legit and they had in stock what I wanted at a reasonable price, I ordered the wheelset thinking I had bagged a pretty good bargain. As they were being delivered from the UK to Australia I had to pay the customs fees, which I was happy to pay for. Their correspondence at first was brilliant, especially when they were chasing up the money for the customs fees. The delivery was delayed but no biggie, things are delayed all the time, especially during these times. The package arrived and to my demise after waiting for almost a month, only ONE WHEEL turned up as opposed a WHEELSET (two wheels). I was upset, again, things happen, I put it down to human error and didn’t fuss much about it. I proceeded to start the refund process and that’s where the fun started. Their 44 (0)161 8131710 number sent me to an automated message, their Live Chat was buggy and whenever you uploaded photos, it lost your session and I had to wait to start another one as it was unavailable. After 2 hours of waiting and requesting multiple times for someone to call me so we can figure it out. I finally heard from the same person via the messaging portal. They sent me the return form and organised the couriers to pick the ONE WHEEL the following day, which was fairly speedy considering how slow they’ve been with the entire process.
Orders never showed and tracking info was useless
Terrible experience. Purchased a bunch of items, waiting 3 weeks, tracking information never updated. Contacted support, was told to wait another week. Still nothing, contacted support again and was told I would get a refund. They seem way too happy to offer refunds rather than focusing on the delivery of items which leads me to believe that the items may never actually be sent. Anyway, their online proprietary messaging system is a joke. Took just over 4 weeks to get a refund after they supposedly “lost” my messages.
I wish I had of seen all the reviews before hand, it would have saved me a lot of time and energy.
Not in/from Australia, stupid long shipping times
Really annoying as they really go out of there way to make it seem that they are from Australia, but there stuff actually ships from the UK. They also took well over a week to actually send my product, then well over a month to get to me.
Ordered an ebike-ready wheelset from them, order placed on 17 September, delivered today 04 October, Melbourne (surprisingly, on Sunday)
Could not care less if they based in UK, Africa or America - the purchase is protected by Paypal so doesn't really matter where it is coming from.
Why not buying from Australia - because simply Australia doesn't have all items to offer, simple as that.
- Verified customer
I've had bad and then good experience.
My first purchase from this company was for a product that 2-3 weeks later they said they couldn't find stock. My second purchase for a saddle went smoothly However the company isn't located in Australia and I assume all products ship from the UK.
Do not use this company!!!
Worst online shopping experience ever!!!
Very difficult to contact via infuriating message service!
Disingenuous staff/ generic avoidant responses!
Deceptively UK based!
Delivery times are a joke!
Checked online reviews after negative experience - seems I got off lightly - consensus of poor service / impossible to contact / delivery problems, etc is 100% backed up by my experience.
I can only hope people read these reviews + avoid this company at all costs _ would love to see the smug morons go out of business!!!
Avoid at all costs - This company is not based in Australia. Their shipment tracking doesn't update. I've made numerous enquiries to location my purchase. Standard response form support to keep brushing me off and "wait another 24-48 hours". Used them in past and found to be reliable but I wish I'd seen a few of the recent reviews before placing my last order.
Poor Service. Cancelled my order
There was a delayed dispatch on a wheel-set I bought which was fair enough. After contacting them they told me it would be on special order just for me, however they ended up 'accidentally' cancelling it instead. With not follow up clarification, I assumed it was on the way. After emailing them once more I found out it in-fact was not. They said I would have to re-purchase them at the new higher price.... and never responded to my follow up message. Why would I have to buy them again at the new price after THEY cancelled my order without telling me?
Would not recommend. Poor communication and un-professional customer service on their behalf.
- Verified customer
Should have read these reviews before getting stiffed by PBK "Australia"
I ordered a Polar HRM strap from the https://www.probikekit.com.au site. Item was showing as In Stock which was good because we are locked in at present (COVID Stage 4) and all street retail is closed.
I stupidly assumed this was an Australian business - I now understand that probably isn't the case.
Item is being supplied ex-UK. I contacted the PBK Customer Service desk and advised them that their website is misleading; if you're on a com.au website for a company with "Australia" in their name and they state an item is In Stock it's reaso...nable to assume the item is in the country. I'm not concerned about the delivery time - we are in a world with bigger problems that my HRM. The issue is where the item has to come from and the lack of transparency on PKB Australia's behalf. This experience has confirmed 3 things for me though; 1. where possible, buy from a local store that supports cycling, 2. buy from Wiggle if needed, and 3. NEVER buy from PBK
one star for returning money
Orderd Park tool 9.2 noticed it haven't moved from warehouse in 2 weeks sent them a email they assured me it was on its way then they email me parcel is undeliverable you should receive a refund in 5 working days .
What was this a short term loan with no interest
Scammers - beware!!!
Placed order for in-stock cycling bib on website. A few weeks later received a robo-email saying item no longer on stock and refund would be provided within 3-5 working days. Another few weeks and still no refund. These guys are owned by a dodgy UK-based holding company (The Hut Group) that operates over 100 international websites selling FMCG and has a reputation for ripping customers off. They have no physical operations in Australia so you have no legal rights once they have swindled you money. It is also impossible to contact them once you ...realise you have been scammed. I have managed to track down some email addresses for The Hut Group but despite sending numerous emails have been ignored and months later have still not been refunded. Because The Hut Group are not an Australian registered company you have no legal rights due to UK jurisdiction. Please complete online complaint form at the ACCC website if you too have been ripped off by Probikekit.com.au and let's have them shut down to protect Australian consumers). Do not hand over your money to these fraudsters!!!
Deceptive and Misleading
They call themselves ProBikeKit(Australia) and they have a .com.au web address. They are not Australian company and they don’t employ anyone in Australia. In fact they don’t even have a PO Box in Australia. Everything is shipped from the UK. As a consumer in Australia you have no legal protection from this dodgy company. They refused to give an email address or telephone number for me to lodge a complaint citing “privacy reasons”. If you want to write to them you can only use the Contact Us page which has a 1000 character limit. Shop local and support Australian jobs.
Not Bad considering the Economic and Medical Crisis Engulfing the World
Yeah, so my order took 6 weeks to come and only a single item got dispatched when I wanted 2 (the other one is on backorder). But my order took over 2 weeks to clear Australian customs and frankly what do you expect in a world crisis with unprecedented demand on eCommerce in general.
Probike Kit are not shonky as some other reviews have suggested. They have a great range of quality bike gear and they do deliver on their orders. The delivery time on my other order was similar to their competitors like Chain Reaction and Wiggle.
I don’t have a ...problem with an Australian website even if most orders come from the UK. In normal times this is sometimes faster than Australia Post. They answer emails promptly and apologise for the delays. What more do you expect? Please give them a go as we need competition in this area of commerce. So my second item came about 3 weeks later. They sent me a message saying it was coming and apologised for the delay. Would buy from this company again.
- Verified customer
They cancelled an order I placed, after 1 week of me waiting for them to ship it. I emailed them asking them why they cancelled it. They didn't apologize, so I asked them to re-instate the order. They told me that if I wanted the item I'd have to reorder it. So I went on their website to re-order it and they raised the price of the item 80%. I brought this to their attention and they never responded. Go somewhere else, this is a shady company!
Do not buy from ProBikeKit!!!
Ordered my Winter jackets from ProBikeKit UK and was told delivery will be 29th April but it's now 22nd May and order is still not received . Have requested a refund but they told me it's coming so no refund, would not have bought the goods if they were upfront about delivery date, should get my jackets in Summer at this rate. Regardless of AU or UK web addresses stay clear of ProBikeKit, their customer service is terrible!!!!!
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