Q36.5 Reviews 16

Quality product and have ordered several items now all of which are delivered very quickly.
Won’t hesitate to buy from Q36.5 again. Brilliant service yet again

Die Produkte sind ausgezeichnet/auf Augenhöhe mit z. B. Assos in Bezug auf Design und Verarbeitungsqualität.

Der Kundenservice und der Rückgabeprozess bei Direktbestellungen bei Q36.5 sind dagegen extrem enttäuschend: Abgesehen davon, dass der Rückgabeprozess selbst vergleichsweise kompliziert ist und definitiv nicht den aktuellen Standards entspricht, enthalten die zugesandten Rücksendeformulare die falschen Produkte, es fehlt eine RMA-Nummer und natürlich muss man die Rücksendung selbst organisieren (es werden keine Rücksendeetiketten mitgeliefert) und die Kosten für den Rückversand selbst tragen. E-Mails an den Kundenservice werden entweder gar nicht beantwortet oder enthalten erneut leere Rücksendeformulare. Das ist einfach nur ärgerlich.

Wenn Q36.5 ein Premium-Anbieter für Radsportbekleidung sein will, sollte der eigene Kundenservice eine viel bessere Leistung erbringen. Ich bin bereit, für Premium-Qualität Premium-Preise zu zahlen. Aber die Kundenerfahrung ist einfach völlig inakzeptabel. Ich kann nur davon abraten, direkt bei Q36.5 zu bestellen. Wenn Sie Enttäuschungen vermeiden wollen, kaufen Sie stattdessen lieber bei einem lokalen Händler.

The products are excellent/on par with Assos, for example, in terms of design and build quality.

However, the customer service and returns process for direct orders from Q36.5 are very disappointing: Apart from the fact that the returns process itself is comparatively complicated and definitely does not meet current standards, the return forms sent out contain the wrong products, there is no RMA number and, of course, you have to organise the return yourself (no return labels are provided) and bear the costs of the return shipment yourself. Emails to customer service are either not answered at all or contain blank return forms again. This is simply annoying.

If Q36.5 wants to be a premium supplier of cycling clothing, its customer service should perform much better. I am willing to pay premium prices for premium quality. But the customer experience is simply unacceptable. I can only advise against ordering directly from Q36.5. If you want to avoid disappointment buy at a local retailer instead.

I have experience with a broad range of Q36.5 products, and they are the only ones comparable in quality to Assos and Spatz Wear. While I love Q36.5's clothing quality, I recommend avoiding buying directly from them. The customer experience is infinitely better when purchasing from a local retailer (e.g., 7hundred.co.uk).

Total disaster, no customer service whatsoever, order bibs £250 ,£10 discount first order,postage free,3days delivery. Now what happened, 3 weeks delivery, 4 Emails no reply,2 phone calls no satisfaction, bibs finally arrive .Two weeks later demand from DHL for £88.40 for unpaid duty total nightmare. TOTAL COST OF BIBS WITHOUT PHONE CALLS £313.40 .NEVER AGAIN

The products are amazing but the customer service is far removed from the quality of the clothing. I had to send multiple emails about the location of my order and finally called and only then received a tracking number. I then learned DHL had tried to deliver my order but had not received any contact information from Q36.5 to let me know when I wasn't home. I then had to pick it up at the DHL service center about 20 minutes from my home. If I had not called after sending 3 emails I would not have my Q36.5 products and they likely would have been sent back. On top of this, after confirming before placing my order that Q36.5 pays customs charges (which is also stated on their website) I then received a hefty invoice for customs charges. 3 emails later on this topic I have had zero response. I will not order online again!

Their customer service needs to be drastically improved to align with the level of products they sell!

Ordered on July 31st, and two weeks later the order still hadn’t shipped. After following up, I was promised dispatch on August 11th. Nothing happened. Absolutely shocking service and zero communication. I own many Q36.5 pieces, and while the products are truly premium, the service and after-sales are the most amateurish I have ever experienced. A completely unacceptable customer experience. Never again.

I returned a jersey (which did not fit me properly) to Q36.5 and the package was confirmed delivered on 22nd July. They replied on 23 July saying the refund would be processed “in the following days,” but as of now (6th August), I’ve received nothing, 15 calendar days after receipt of my return.

I followed up multiple times and have had no further response. Under EU law, refunds should be processed within 14 calendar days of return and that deadline has now passed.

Really disappointed by the lack of communication and failure to honour the promised refund. I expected better from a premium brand.

At this point, I’ve had to open a PayPal dispute to hopefully recover my money. Really frustrating experience overall. Never again Q36-5!

I experienced an issue with the sizing on some aero socks. Although I was outside of their normal return/replace parameters, the representative I dealt with via email was excellent. She organised for a larger replacement pair to be sent out at no extra cost. Even though they are based in Italy, the response to my emails were prompt, professional, friendly, and in perfect english. Well done Nicole Soliman, you are a credit to Q36.5.

Absolut shocking service ! Never buy direct. Look for a dealer.

They are very bad in Communication and extremely slow.

1) made on online order - i have not received any invoice or order number - but charged my PayPal.
2) i made a second order hoping it will log into their system - again no email or invoice… and they charged again.
3) days later 2 packages showed up. Inside no order no or invoice…
4) contacted them more than 7 times via email and phone… never got a proper reply. (After 14 days - I got an invoice for the wrong order number )
5) wrote a DM instagram about my disappointment, they don’t reply.
6) wrote public comments, they don’t reply

In the end I spent around 1.000€ on extremely nice products. I am happy with. But the service is an absolute Desaster.

I actually expect an answer from „Luigi Bergamo“ or his team. I am so angry and sad - don’t feel well.

This is the order Nr: I found on the parcel DHL slip: 642321

In the end I had to pay 35 euro to return the parcel, which I ordered accidentally.

I placed my 1st order and the jerseys were too small when I tried them on. Followed the return/exchange policy on their website and never heard back from anyone. I emailed customer support and no one had responded. $400 for 2 jerseys I cannot wear. This is the worst experience I've ever had buying online cycling gear. Hopefully this review will prevent others from having to go through what I have experienced.

Thanks for quick delivery in Denmark.
I have a couple of items from Q35,5 and i love the design and the quality.
(especially my new team gelato jersey)

Not the last order from me.

Winter tights and winter base layer ripped (and I‘m not allowed to sweat strong in it they said.). Good quality products in most case but no obligingness at all.
I promoted it a lot under my male cycling friends in muc (really nobody knew it and they bought it) and I have very much peaces of this brand that’s why I got disappointed about missing kindness. Other little brands like one with a French name f.e. always give percents or credits for broken products.
Return is expensive.
Sotto casco is really cute!

After 4 years of positive experiences with Q36-5 cycling clothing, having purchased Jerseys, Accessories, Bibs, Gloves and more, I had a pair of gloves that strangely started to come apart after just a few times wearing them. It happened to both the right and left glove - it was genuinely weird. I contacted Q36-5 and shared some photos of the issues as this experience was contradictory to every other product I'd purchased for them. Gloves shouldn't develop holes at the seams after less than 100 miles of riding time.
They responded saying that unfortunately they are unable to replace the gloves as they had none left in stock and offered me a credit. The problem with the credit was that I would have to spend literally double the amount of money with them again to take advantage of such an offer, so I requested a refund, to which they refused. Remember, this was not that long after the purchase.
They then started to question the amount of time I had used the gloves and finding other excuses as to the products poor quality. The fortunate thing about Cycling nowadays is that we all use Strava, so I could prove the limited uses and specific times I'd used the gloves. But that wasn't good enough either - it had to be my fault apparently.
Anyhow, we reached a conclusion where they would take no responsibility whatsoever.
They're customer service attitude is one of a restaurant chef where they are in disbelief that the food might not be cooked correctly, and that the customer has no taste. If you can picture that with their nose stuck up in the air, then that is how they treat customers. Sadly, they don't deserve any michelin stars.