H2 Gear Reviews 766

Reply from H2 Gear

Updated Apr 26, 2022

Hi Mladen,

We have emailed you directly regarding your concerns about the delivery of your bike.

Following investigation we have been able to confirm that following the placement of your order at 11.44am on Wednesday, we issued tracking information to you same day. Our orders normally ship on a next day service, but in this case the courier encountered a delay meaning the bike arrived with you on Friday at 9.26am. We would generally expect a lead time on a bike order of anything between 2-7 days depending on the amount of orders in hand at anytime. We advise customers of this when we send an order acknowledgement and the information is also contained on the H2 Gear website.

We do not feel that the timescale taken from you placing your order to receiving it was unreasonable in this case, even allowing for a delay that was out of our control. We are sorry that you do not feel this was the case. As we have heard nothing from you since you received your bike, we assume that you are happy with it, but if you do have any questions about please let us know.

Reply from H2 Gear

May 30, 2022

Hi Debbie,

Thank you for the feedback, we hope you are enjoying the new bike and getting plenty of miles in.

H2 Gear

Reply from H2 Gear

May 30, 2022

Hi Martin,

Thank you for your feedback, glad to hear we were able to get the correct size shoes out to you.

H2 Gear

Reply from H2 Gear

May 30, 2022

Hi Grant,

thank you for your feedback, we hope you are enjoying your new frameset.

H2 Gear

Reply from H2 Gear

Mar 14, 2022

Hi Andrew, thanks for your feedback; it's much appreciated! Hope you enjoy your new Contend.

Reply from H2 Gear

May 30, 2022

Hi Rhys,

Thank you for your feedback, hope you are enjoying your new bike.

H2 Gear

Reply from H2 Gear

May 30, 2022

Thank you for your feedback it is much appreciated.

H2 Gear

Reply from H2 Gear

May 30, 2022

Hi Mark,

Thank you for your feedback, it is much appreciated. We hope you are enjoying your new frame and getting plenty of miles in.

H2 Gear

Reply from H2 Gear

May 30, 2022

Hi Leigh,

Hope you are enjoying your new bike. Thanks for the feedback.

H2 Gear

Reply from H2 Gear

May 30, 2022

Hi Karen,

Thanks for your feedback, it is much appreciated.

H2 Gear

Reply from H2 Gear

May 30, 2022

Hi Paul,

Thanks for your feedback, it is much appreciated.

H2 Gear

Reply from H2 Gear

Feb 8, 2022

We have flagged this review as 'Not based on a genuine experience' with Trustpilot.

For the benefit of anyone reading this review and wondering why it differs from our regular five star ratings, let us enlighten you.
This bike was purchased from us on a Click & Collect basis, so was collected in person by the customer from the store. We didn't have any interaction with the customer before the order was placed.

When the bike was collected we set the bike up for the customer as we always would do with a store collection, including setting the correct saddle height.

We're used to lots of customer contact when taking an online order, particularly around sizing and would rather not sell a bike to someone if we don't have the correct size.

Obviously, when a customer collects in store we are in a great position to assess if the size is correct and didn't see anything with this particular customer and this particular bike to suggest the bike was the wrong size.

The customer contacted us the next day to say that he thought the bike was too big. We replied and said that while we thought the sizing was correct based on seeing them on the bike during the collection, we would be happy to exchange the bike subject to an inspection as the customer admitted they had ridden the bike.

Unless advertised as an 'ex demo' bike we only sell new unused bikes, so if we agree to return a bike for exchange or refund it has to meet the same terms as all of our 28 day returns. If a bike has been ridden then we need to make an assessment to see if it can be re-sold as new or not.

This seems like a reasonable condition to set when we (like every other in shop in the land) offer returns that are not wanted, duplicate or the customer simply changes their mind.

This customer was unhappy that we wanted to inspect the bike first, despite us providing the reasons why we do this, in particular that we think that customers (including him) expect to receive a new bike when the purchase (unless advertised otherwise).

Having made the goodwill offer to exchange for him the customer replied to our email, quoting selectively from our returns policy (as seen in his one star review above).

We're transparent that we advise customers who have an issue with their purchase not to use it and return it in a re-saleable condition. This information is available on our dedicated returns page and also within our FAQ page.

We reiterated our offer to the customer in response but were met with more subjective quotes from him.

As we didn't seem to be progressing further we engaged with the person who actually paid for the order and explained that we would offer a refund only (subject to the condition the bike was returned in).

We always strive to try and reach a compromise with customers if they have a problem with item they have purchased, but it falls outside of our returns policy as was the case with this customer.

Ultimately, we decided not to offer an exchange as there are some customers that, even if reluctantly, we have to decide not to have to deal with in future.

Our final observation would be that at no point did the customer indicate to us the condition of the bike that he wanted to return. Obviously, we wouldn't expect there to be much, if any, impact on condition if the bike was returned to us the next day. Indeed we have accepted returns on bikes on the same goodwill basis and not made a deduction for condition when customers have had the bike for a longer period.

It seems unusual in this case that the customer was so concerned about having the bike inspected, if as we would assume, the bike was to be returned in more or less showroom condition.

Reply from H2 Gear

Updated Feb 3, 2022

Hi Danny, we're sorry we were unable to fulfil your order for the Torque Wrench. All listings on H2 Gear are based on assumed stock levels on our system; we update the website several times a week to remove items that have sold out. Unfortunately we cannot legislate for items that have been lost or stolen between stocktakes. You placed your order on Saturday outside of working hours and received an automated confirmation of the order. Unfortunately it's a condition of sale that we take payment when customers order online. We found that the Wrench was out of stock when we attempted to pick your order first thing on Monday and emailed you with an apology and confirmation of a refund by 11.09 that morning. We appreciate that your clearly have very high expectations based on your one star review, but wanted you to have a full explanation of why we were unable to fulfil the order and hopefully recognise that we offered the best solution as quickly as possible. Thanks for taking the time to leave a review.