troyleedesigns.eu Reviews 4

Extremely Disappointing Return Experience – Avoid If You Value Your Time

I had a very frustrating experience with Troy Lee Designs Europe, and unfortunately I will never purchase from this brand again.

I ordered a top tier carbon dh helmet (Order EU-24110), but when it arrived, the box and paperwork stated size Small while the actual helmet inside was an XS — clearly a warehouse mistake on their end.

I followed their exact return instructions:
Used the prepaid return label they provided
Dropped the package at the designated pickup point
Received SMS confirmation of the drop-off
Provided the tracking number immediately

Weeks later, they claimed they could not see movement on the tracking. They asked me to register on the courier’s website and investigate myself. I complied.

I even called **SEUR customer service at my own expense, only to be told they see the same limited tracking information available online.

At this point, I had done everything possible as a customer. The mistake was theirs, the return label was theirs, — yet I am left chasing updates and effectively doing their logistics follow-up for them.

It has been an exhausting and unnecessarily complicated process for something that should have been simple: send correct item, receive return, issue refund.

Customers should not have to investigate courier tracking or pay to call support because of a company’s warehouse error.

Very disappointing handling of what could have been resolved quickly and professionally.

I will not be buying from Troy Lee Designs again, and I would advise others to be cautious when ordering — especially if you expect smooth returns or reliable customer service. It feel like I've been scammed, and will report to EU consumers commission.

My experience with troyleedesigns.eu has been entirely negative. The store engages in misleading and unfair practices, deceiving customers about the possibility of returning purchased items. Although their website clearly states that returns are possible, in reality, this process is practically impossible to complete.

I purchased a high-value cycling helmet with delivery to Poland. The item turned out to be too small, so I followed the store’s return procedure. I received a DPD label which, as it turned out, cannot be used to send parcels from Poland.

From that moment, the communication became a series of incompetent and absurd replies, apparently written by a chatbot that completely ignores the content of the messages. Each response was a generic, meaningless statement — it’s hard to believe any human customer service agent could respond in such a thoughtless way.

Despite repeated attempts to contact the store for over a month, I have not received a single clear answer about whether I can return the product at my own expense or to which address it should be sent. Eventually, the communication stopped entirely.

This level of ignorance, disorganization, and disrespect toward customers is unacceptable. Such practices should be reviewed by consumer protection authorities, and I have therefore reported the issue to the Consumer Rights Ombudsman.

However, if the store wishes to resolve this matter in a professional way, I remain open to direct contact regarding my order EU-16864. I am still willing to settle this calmly — provided that a real customer service representative, not an automated bot, handles the communication.

In conclusion – I strongly advise against shopping at troyleedesigns.eu. The lack of responsibility, order, and genuine customer support makes this store one to avoid at all costs.

The customer service is not replying my emails, the order hasn't been shipped for 3 weeks. Pathetic shopping experience