r2-bike.com Reviews 

In last August I bought SRAM RED etap AXS road Upgrade kit form r2-bike.com to my road bike. Due to the fall and winter, I had 9 rides in total with the groupset before the rear derailleur broke on May 1st.

This was a week ago when I was about to go on a scheduled training ride. The derailleur wouldn't even attempt to shift no matter what (repairing, factory reset, changing shifter batteries, and updating the firmware didn't help). The bike has been stored indoors and hasn't been crashed.

I contacted r2-bike immediately via email and sent them videos and pictures about the issue with a diagnosis. This is an over 500 € component and the bike can't be used with a broken rear derailleur. Since the biggest cycling event of the year is 5 weeks away and this is peak training season, I asked them for a solution and an estimation of how long this would take to handle; since I can't be just sitting around for several weeks in confusion with a broken rear derailleur.

All I have received from r2-bike have been 2 generic messages asking for the derailleur's serial number. The second message asking for the serial number came on Tuesday after I had already provided the serial number on Monday. None of my questions regarding the matter were addressed by r2-bike. On Tuesday I provided the serial number for the second time and asked them to read my previous messages. Since then I haven't heard anything from r2-bike and it is now Sunday.

I also sent them an email on Wednesday evening asking how the case is being processed. By then I also had gotten a hold of another SRAM RED etap AXS rear derailleur. When I connected the other derailleur to my shifters and the same battery, the other derailleur worked flawlessly. The one bought from r2-bike still remained dead though. I made r2-bike aware of this and that I'm not pleased with how the case has been handled. I have received no answer from them.

Based on how r2-bike has processed this matter it looks like I have to buy a new rear derailleur to get my bike working in any reasonable timeframe. Not something you would expect with a major retailer when the component in question is practically new and under warranty...

I spend thousands per year on online bike shops. I've dealt with all major German shops and have never had an issue with how warranty cases have been processed in the past. In fact, this is my first negative review in 10 years. Based on my customer experience I couldn't recommend r2-bike to anyone. There are so many better shops out there that actually value their customers and show it via excellent customer support. I will be happy to shop elsewhere in the future and would urge others to do so as well.

TLDR; expensive rear derailleur broke after less than 10 rides. R2-bike has decided to ignore my emails and hasn't offered any help or suggestions how to solve this matter. Looks like I will have to buy a new over 500 € derailleur to get my bike rideable, despite the component being under warranty. I would recommend all potential customers to stay away from r2-bike.

EDIT May 12th after r2-bike's reply:

It is a blatant lie that anyone from r2-bike would have provided any instructions on 3rd of May for the return. I have screencaptures of the emails to prove this which I have also sent to r2-bike. I can provide said screen captures to Trustpilot's management if needed.

The price of the component is secondary here. The problem is that the bike can't be used with a broken derailleur and the customer service r2-bike has provided to solve this matter has been below any standards I've ever encountered. It has now taken nearly 2 weeks + a Truspilot review to receive any attempt to solve this case from r2-bike (or any reply in fact). This is the issue, not the fact that the component broke or that it is expensive. The customer experience has been bad because of the r2-bike's negligence regarding customer service.

Edit 15th of May after r2-bike's reply.

I have provided r2-bike proof that I have received no such email from r2-bike. R2-bike also didn't care to respond to my request on 4th on May for an update on how the process was being handled. You would think it would've been very easy to notify me that the instructions were sent out the previous day as they claim. Unfortunately to get any response from r2-bike a negative Truspilot review was needed...

Either r2-bike's system is faulty or no such email was sent on the date they claim. I also requested r2-bike to prove proof that such an email was sent on the 3rd but this was ignored.

Also, anyone reading this should be made aware that r2-bike wanted to prevent me from providing proof that they haven't sent me any warranty instructions on the 3rd of May as they claim. Their story seems to be changing all the time as in a private response they named the employee who would've sent me the instructions.

Fantastic prices. Super fast order fulfillment. Quick and reasonable shipping. Orders arrive here in Canada in under a week and with no taxes and duty charges!!! Comprehensive and fair return policy. What's not to love about R2-Bikes? R2 are so fast and efficient and reasonably priced, they are my simply my go-to online bike part retailer.

All good! Very quickly shipping!
Thanks.

I placed an order at 19th Jan and arrival slip has arrived on 11th Feb although they said it would take 6-8 business days.(International shipment done by DHL "Parcel" which "Parcel" part has not shown on order confirmation screen without expected lead time which made me think express service.

I asked them when arrival is likely to be on 31th Jan and all they said is it is on the way to me without expected delivery schedule.

Long story short they threaten me by turning this to German authority because they say it is crime to complain that they did not keep their word on "6-8 business days".

What kind of customer support is this?

I hope this is human error happened without director or decision maker ain't aware of what is happening,just cause by staff gone mad with me.

But until I got confirmation this is official statement or not,better be aware of risk placing order on them.There are lots of good retailer worth your time and money I think...

(Updated 02/22)

I got Paypal involved in this case and they made decision in favor to me.

For potential customer considering place an order to r2-bike,I leave response I got from their support staff.

"Hello Mr,

if we listen to our customers?
Of course, but not to humans which haven´t no respect for others, nor for the laws of other countries and for the processing time of investigations.

You talk about time and money and have no respect for it themselves.
For days you have been talking only about yourself and your views and especially questioning my humanity.

I do not know who you are, nor what moves you to shower me with your opinions and e-mails in a disrespectful manner.

You have ceded your case to Paypal and Paypal will be your further contact for this matter.
We can do nothing more for you in this case.

You do not want to receive the order anymore?
No problem, you have the possibility to refuse the acceptance of shipment at any time.

And if you continue to agitate against me and my way of working I will hand over this case to the German justice.
You have no right whatsoever to attack me in such a disproportionate manner.

Your people and your tradition in all honor, but you do no honor to your country with your behavior!"

Role of customer support is supposed to help customer even if it may touch his nerve to get mad.This is far from professional attitude.

The one write this text should not be in position of customer support,so I suggest people in r2-bike who has heart and sincerely to listen what customer says take a look at this case and consider what to do to make it right.

I have given them choice to close this case easy and quiet but too bad things go ugly as mine.

Received all my orders from them. No damages and not even a scratch from all the items that I have ordered. I ordered a total of 7 items from them and all of them were original. I really recommend this shop.

Very fast delivery, got my goods just after some days. Also very easy to order from you guys! 5 stars!

Great service. Ordered a part I couldn't find anywhere else wednesday night and recieved it Monday in Ireland!

Good prices and clear stock information online.

Delivered to Jersey reasonably quickly - it took slightly longer than anticipated due to the Christmas delays, however automated communication from R2 Bike showed that all goods were despatched within 48 hours of making the order.

There was free purchase protection provided with my order from Trusted Shop GmbH. This was unexpected, but very welcome for a high value order (suspension forks, dropper post, and some additional bits).

Works use again.

Excellent service and product selection! Fast delivery to Finland.

Excellent service . Maxxis tyres came to England in just a few days . Cheaper than anywhere else and got a free water bottle too 😊

Was a tad apprehensive about using r2-bike.com as I'd not heard about them previously. I read some of the reviews on Trustpilot and was please to see the many good reviews they'd gotten. As regards to my own experience well it was simply perfect.The item I was after was listed 'out of stock' everywhere I looked on line but by an off chance I found it here, it was now a case of do I take the chance and hope for the best so that's exactly what I did do.The order was placed and r2-bike.com dispatched it from Germany within a short few hours on a Thursday and it was delivered to me in the Rep of Ireland on the following Monday morning, how good is that ?. Delivery cost €9.50 which was less than other on line shops I have acquired items from. I would have no qualms in recommending r2-bike.com. ***** "I'll be back"

More than 10 orders, extremely satisfied!
They got a vast choice of great products, their shipment is fast and customer service is amazing! I have asked them twice to ship the products with DHL Express with an upcharge, in order to receive the items as fast as possible. They would proceed with sending the items, because I had told them that I need them urgently, and at some point the would just send me a Paypal payment request for the upcharge. Can't get more professional than that.
Amazing job r2-bike team!

r2-bikes because they care! Almost after one year I discover that my xx1 12s cassete was not good due to a manufacture glitch. They support it and sent me a new one! 6 stars. Thanks r2-bike.

Edit: R2 will block you on Instagram if you have the audacity to complain about the diabolical customer service.

Latest excuse from R2 is that the item is lost.

Rather than immediately refund the money they clearly owe me. R2’s solution is to not do anything at all until DHL respond.

This is insane. You won’t give my money back because DHL haven’t responded to you? So what if they haven’t responded. I paid you £200 and you owe me £200. I don’t care what happened to the package or if you ever get it back.

I paid you for a product. You have not provided that product. There is no legitimate excuse to not give me my money back immediately.

I have been very satisfied with R2-Bike
They have a nice stock of bikeparts, competetive prices, and fast shipping.
Also they have been sole internetshop to provide me with special tools.

Due to the bike boom my order was not in stock. I knew on beforehand. R2-Bike kept me updated every week with updated order dates. After some time I cancelled my order and they refunded my payment within 1 hour. That's exceeding customer expectations. Thanks!!

My order was placed and delivered promptly.When delivered to Dublin Ireland 🇮🇪. The only thing I found was the website is in German on Amazon and when transferred too the website. I didn’t see a method to
Translate from German into English which left me running blind when filling out my order and checking out the delivery status.

Superb all round.

Ordered a small, hard to find part from here in the UK.

Great service from start to finish. No Brexit related issues.

trying to contact them reference a delivery that was shipped over two weeks ago .. no response after multiple emails .. very poor service

Good shop, with a wide range of bicycle parts and nice prices!