OUTLINED Reviews 13

The lack of integrity in this company is sickening. I preordered and paid in full for a Commencal Clash Signature beginning of December 2020. The bike was apparently delayed 3 times but at the time I was happy to wait and was reassured that the bike would be sent within one week of receiving from Commencal. The final date I was given to receive the bike was the first week in March. I kept checking Commencals website to see if they were showing stock, and on Feb 26th they came into stock on their site. I emailed Outline for an update but received no response. A few days later I received an email from Outlined saying my order had been cancelled, refunded, blame pushed onto the supplier and a statement spinning a bunch of rubbish saying my order could not be fulfilled and I should buy elsewhere.

I have yet to receive any further response from the company and I very much doubt I will. I have owned a few Commencal bikes and have dealt with them directly on many occasions. However due to brexit, it made financial and logistical sense to order from a UK company. I now have over £500 worth of upgrades I can no longer return for a bike I am not going to get. I have spent the last week trying to work out a solution to get the same bike or a bike of similar compatibility. There is no chance that is going to happen in the near future which makes this situation much worse.

The lack of communication and transparency on the situation was shocking. Customer service skills non existent. Avoid at all costs!

I ordered a bike mid January, after seeing the delivery date displayed as end of Jan. End of January arrives, so I emailed OTLN asking if there was a tracking number. Steve replied, claiming it was an error, and the date was actually end of February. A little bit gutted, I continued to wait another month. End of February came, so I emailed again, this time to be promised shipment within 5 days. After 8 days, I emailed again...no reply. A few days after, I receive an email telling me my order has been cancelled 'due to Brexit'! I couldn't believe it, so emailed again, hoping to find some answers, or if I could reluctantly wait longer, as no where else was selling this particular bike. Surprise, surprise, no reply again.

I never like to leave bad reviews, as generally speaking, some things are out of suppliers hands, but in this case, due to the complete lack of communication regarding an order in the thousands, I I would advise you avoid at all costs. Terrible customer service.

Do not buy a bike from these people.
I ordered my Commencal mountain bike at the start of january, paid for all the accessories and sat and waited for two months then these fools decide to cancel my order so I’ve now got £800 worth of gear and no bike coming now.
Your lucky I don’t live near your shop.

They said due to Brexit but the person who’s review is before mine got his 6 days ago.
🤬🤬🤬

Bought a Commencal clash bike from them, only took two weeks after order to arrive from Europe and no brexit hitches. Only reason why not 5* isn’t didn’t respond to email / chat box on their site so could work on communication a bit, but understandable if a small company working in a busy industry.

Was going to pre-order a commencal as felt would be easier dealing with UK company as opposed to Commencal directly.

Emailed a relatively simple question (regarding UK vs EU brake setups and whether I need to book a brake bleed/hose swap at my LBS or not), heard no response

Waited until Monday to ask on their live chat, asked the same question waited quarter of an hour, no response

Sent another email from the chat panel (with the supporting text stating I'd hear back in 24hrs) still no response

So sent a last email to their advertised address on the contact us page and still heard nothing.

Would seem by the other negative reviews that communication is poor once they have received payment.

Definitely not feeling comfortable pre-ordering a bike that costs nearly £2000 when can't even get a response to a question...

Perhaps this review might incite a response to my email and my faith can be restored. Happy to amend my review in light of any future recovery made.

Good service...cracking bike son loves it colour is amazing

Very bad customer service skills from the Dan at otln. Very disappointed after purchasing a bike with them that I waited 3 weeks for(delivery guidelines being 7-10 days) and it still I didn’t hear anything. I then emailed Dan then to receive a totally unreasonable response with no courtesy whatsoever. They gave me the option to have a refund which I clearly said I didn’t want, I was just after an idea of delivery time frame as we were well over the time frame given. I didn’t get any communication from them but a refund.

I had put all my trust into OTLN after spending a great deal of money with them and after such a poor experience I wouldn’t use them every again and wouldn’t recommend them to anyone.

Amazing customer service and very quick response. 100% will use again.

Great service, Ordered over lockdown so delays where expected however the Outlined guys kept me up to date on my order. Would definitely recommend.

Extremely friendly and helpful service. Good communications and i would definitely consider using the service again for my next bike. Thanks guys

Very helpful with my purchased, communication was spot on and I would highly recommend buying through outlined

Great service and extremely quick to answer any questions
Best customer service I’ve ever had
Dan is great to deal with
I would recommend too anyone to buy from otln.com and I’ll be buying all my bikes from hear in the future