Thule  Reviews 1,763

Thule offers a military discount of 20%, but still charges full shipping. When they have summer sale they provide a 20% discount including shipping for the same product (Subterra 27 L backpack). Ultimately, military discount isn't worth it and any buyer using it should note this. Misleading even if you spend the minimum offer they have for free shipping at anytime.

I submitted a ticket 6 days ago. I have gotten no response. I have a Thule child seat that has a broken lock and I want to purchase the part that I can replace but I can’t get anyone from Thule to respond to me. Very disappointing for what I thought was supposed to be a premium brand.

Low quality control, backpack arrived with beast strap with defect, now I'm an ex thule costumer.

Prompt reply and solution

I asked a question via the customer service page, I had a response within 48 hours (considering it was the weekend when I asked).

I got the answer that I thought I would which was very helpful.

Both Habiba & Fanny were very helpful in assisting with our issue! Really great customer care all round 🙂

I bought a duffel bag from Thule. While the bag itself was nice but it came missing an interior organizer bag that was advertised on Facebook. I reached to the customer helpline who was not helpful. She was uncertain whether I would ever receive the missing interior bag and do not recommend that I return the product because it is a time consuming process.

I purchased a new rack for Halfords online and the arms don’t appear to be working correctly. I contacted Thule to see if they could replace them as I knew Halfords wouldn’t carry spares. Unfortunately Thule expect the retailer to sort it. I’m now waiting (nearly a week so far) for a response from Halfords. This really could have been sorted by Thule within 24 hrs. Disappointed

I ordered a bike rack, and while I haven’t had a chance to use it yet, I’ve already had enough of the delivery company Thule works with.

My rack arrived on a pallet in a massive truck. Thankfully, I didn’t have to carry the pallet itself, but I still had to lug the heavy rack 500 meters because the driver couldn’t get any closer. When I’m paying close to €1,000 for their product, I expect better service—especially a more convenient delivery option like DHL.

I wanted to say how positive my experience of Thule after-sales — both spares and support . I had lost a small but crucial pin in my bike rack (bought several years ago) but to my surprise it was easy to find it and it only cost £1.99 and it was in stock.

Really appreciate the comprehensive range of spares with appropriate prices and great support.

I ordered a package that was supposed to be delivered in about three days. One week later, I still haven’t received it. I’ve tried multiple times to contact them by email via their web portal, receiving only a trouble ticket reference each time. No response whatsoever. Very poor user experience with Thule.
Don’t order online or count on their after-sales service — it simply doesn’t exist.

Purchased Thule 3200 Rainblocker side panel.
Clear instructions & videos show the clip for attaching the supporting beam had sticky pads for attaching to the 3200 sun canopy casing.
The sticky pads were missing.
On contacting Thule I would have expected them to put spare clips ln the post with the sticky pads.
Their reply was that they did not keep spares & I should contact the dealer as he was my contractual partner 😡 what planet are these people on.
Fortunately the dealer was very good & went out of his way to send me some sticky tape to use.
However it should not have been for the dealer to sort out but Thule direct.
Poor service from Thule on an expensive piece of equipment.
Pity their service does not match their products & price level.

The company were unable to supply the required spare part which is regrettable for a relatively expensive bike rack.

Impossible to cancel an order even before it is being prepared.
I realized that I ordered the wrong reference for my car - not too explicit on the site btw - so I contacted the support to cancel my order but I had to wait to receive the pack to return it.
It is a waste of time and money.

I purchased a roof top tent at a significant cost, on first use a snap button broke (a real lack of quality). I can accept these things happen, however upon contacting their “customer services” I was told I could buy a replacement when they come into stock in three months time. I questioned my warranty and was told to go back to the third party I purchased from. Again, I can somewhat accept this. However, the customer service individual I was dealing with (Alan) was rude, condescending and evasive. His “manager” (Johan) again dismissive and evasive. There does not seem to be a viable complaints process which I find extremely odd. It’s a shame as the product is great (albeit should not break after one use).

** As you can see from the response below, neither of my primary concerns were addressed. Complaints procedure and customer service rudeness. Look through the reviews and beware the customer service is atrocious.

Unfortunately, I had a very disappointing experience that left me feeling misled. The company advertised a package that included a roof box, a set of four Thule backpacks, and an interior light for the roof box. However, nowhere in the listing did it mention that the backpacks do not actually fit inside the roof box. This omission feels deceptive and gives the impression that they are trying to offload unpopular products by bundling them together in a misleading way.

When I contacted customer service to explain the situation, they offered a 10% discount as compensation. I made it clear that this did not resolve the issue and requested to exchange the backpacks for duffel bags instead. Unsurprisingly, this request was denied. Their final response was essentially that I had to accept the situation as it is, noting that other customers use the backpacks in their car trunks and are satisfied with them.

Excellent service

We purchased a Thule sun blocker for the side of our Thule awning. The product is excellent. However, Thule insists you purchase the pole it hangs from as part of the package. I already have poles. I have spoken to someone at Thule explaining it is a waste of the earth’s resources to buy something I don’t need not to mention the cost and they showed no interest in my concern. We ought to be able to but the sun blocker without the poles.

Response was quick and ordering easy online. Items were quickly dispatched and correspondence excellent throughout. Very happy with the team at Thule!