VeloVixen

Mar 12th, 2023

Jan 31st, 2023

Jan 7th, 2023

It seems that I am not alone in having experienced poor customer service from Fran and really appalling attitude. I emailed three times and even wrote a physical letter after no responses. I finally emailed from another email address and was told my original emails went into spam but no mention of having received a letter (not responded to). My problem was with the poor quality of handlebar tape. I was told it wasn't there problem and we had installed this incorrectly. I did point out that my husband is a cycle mechanic but again told it was all our own fault and nothing to do with them. The email replies were shocking from a company that apparently pride themselves in looking after their customers. The value of the handlebar tape wasn't high but it was the principle of the service and in particular the attitude in emails that I found shocking. Needless to say I won't be buying from VeloVixen again and instead buying directly from Stolen Goat and others who I'm sure have taken steps to ensure their customer service is professional. Post edit: Now that I have seen the reply below from Phil I think this sums up perfectly VV's customer service - appalling. Reading other reviews I am not alone in being taken aback by the attitude of Fran and now Phil. It's interesting that a public response to my review was so quick (unlike the reply to my written letter). I'm not someone who normally adds a negative review to a public website but I am certainly convinced that this was the right thing to do. I do however always read the response to a negative review by the company and it speaks volumes that this review was responded to without a care to retain my business. I will indeed take my custom elsewhere as suggested!
Oct 1st, 2021

Appalling customer service. I raised a question about why Velo Vixen did not refund me for a return (returned within the 15 day window, as per their return policy, of which I attached tracking evidence from the Royal Mail). I've emailed multiple times (8-10), merely requesting that someone explains why an item returned within the policy (with evidence!) was not refunded (a voucher was issued instead, which I did not want). In that whole period, I received 1 email response back stating that the item was returned outside the returns policy period, of which I had evidence to the contrary. I mostly wanted to undertand the logic of how the decision was made not to refund me, however, I wasn't even offered that curtesy. It's great to support independent businesses, however, when their tactic is to completely ignore their customers, it feels extremely disappointing. Order at your own peril - when things are fine, Velo Vixen is great, however if any issues arise, you're completely on your own.
Sep 10th, 2021