Ribble Cycles - Factory

Appalling after sales customer service. Wheels fell apart after 18 months and after having been serviced. They wash their hands. Sarcasm from tue online rep. Steer Cleer.
Mar 29th, 2023

I waited 16 days for my bike, which is pretty good. Also the bike parts where really packed diligently. Unfortunately, when it arrived in Germany, they were the wrong parts in it and the gear-shift is not working properly. Though the frame was right, the delivered the wrong pedals, sent me an e-bike charger (it's a gravel bike, so unnecessary) and missed out on the ordered mud guards and lights. Also the gear shift (gear hanger / rear derailleur hanger) is bent, probably caused by the transport, but it is dragging at the spokes.This is too bad, since everything is paied for (also German tax). The chat support is fast but only ditches the problem to another customer mail support. I am very disappointed. To be fair: I am looking forward to get help from the ribble support and keep you updated on how they solve the problem. I am ready to revise my review based on the given support. Update 23.1.23: The ribble support took awesome care of me via chat. My problem was totally understood. The missing and damaged parts will get replaced and will be shipped today. Also ribble will take the cost of the repair at my local bike store. Wow, I am really overwhelmed and excited by such good support! I keep you updated if everything went well. Update 07.02.23: Yesterday the package with the missing parts arrived. I assembled the parts myself and the bike is driving like a charm. Thank you ribble support!
Mar 2nd, 2023

I now regret ordering a Ribble bike. Echoing other reviews I ordered in August 2022 with a November delivery date. It is now February and I still haven't received the bike and after sales service is extremely poor. Their customer service is one star at best and not what you would expect when you are buying such an expensive product. And they don't seem to care at all.
Feb 6th, 2023

Terrible after sales experience. When they pick up the phone they will not discuss orders, and the online chat takes literally hours to respond. Small frame bikes have acknowledged issues which make them unsafe and unsuitable for road use (Ribble's words) All the money seems to go into the showrooms - whose staff are very helpful - but measuring systems don't account for various features like front wheel position. The staff cannot help with any aspect of the sale once made, they literally just type it into the internet ordering system. 3 months to get a 2.5k bike, another couple to try and get it sent back for a refund. Shop around.
Nov 24th, 2022

Like many other reviewers - ordered a bike early April 2022. it had a 3 month lead time which was longer than I wanted but I accepted the wait because of the good reviews of the bike. A week before delivery I get an email asking me to check my account messages only to find the order delayed by another 3 months to the end of October. Ive written to the Ribble team and all I get is a very generic sorry, with no options or any other kind of proactive dispute management. Meanwhile cycle to work costs are being deducted from from wages, Ive got no bike and very little confidence Ill have one end of October. I would recommend anyone considering buying from this company to think about this experience- the bikes can be the best in the world but that means nothing if they cannot actually build and ship them. Really poor performance from this company who dont seem to have any kind of plan to deal with problems. This experience has already spoiled any enjoyment Im likely to get from the purchase. Lots of other reviewers seem to have the same issues. Id be looking to buy from another manufacturer if I could have my time again. Terrible. On checking my order status Ive just discovered that my delivery date has moved out again. This time to end of November. Im really struggling to understand how a business with 25m turn over seems incapable of sourcing the components for a bike given 6 months to do so. Even if there is an issue that cannot be solved in 6 months how Ribble communicate this news and the notice they offer on missing a delivery date is appalling. I only found out by chance 72 hours before the bike was supposed to be delivered as I checked my order status page. Ive now paid well over a thousand pound in deductions from my salary for a bike I do not have and Im also still paying travel costs to get to work on top. I have no confidence the revised date will be met as every other date Ribble has offered has been missed. I really would urge anyone thinking of ordering from this company to consider my experience - there seems to be very little coming back from Ribble to recognise the position theyre ordering process has put me in. They didnt need to insist on securing the Cycle2work LOC before accepting my order. That could of waited until just before dispatch. Ill need to extend my certificate again (yes theyve been that poor the LOC actually expires). I cant imagine Ill get any enjoyment out of this bike should it ever arrive as this experience will always be associated with it. Terrible performance. Terrible communication on moving delivery dates. If I could drop the 1 star to none I would. Buy from them at your own risk my recommendation would be to look elsewhere.
Oct 21st, 2022