Poor customer service protocol. Ordered an item. Order confirmation stated it would be tracked and delivered in 3 days. A week later it had not arrived (which is fine, no biggy) So I emailed in query. No response. A few days later I emailed again. I got a response which was to wait until the new week and if it still had not arrived to contact. (fair enough, I'll give them the benefit of the doubt. Sometimes postage can go array) The next week it still hadn't arrived so emailed again and was given a full refund and told "I will look into this issue and find out what has happened." Very good, I got a refund. And I think anyone would deduct from the 2nd part that once the issue had been resolved they would tell me what it was and I would receive the item. A few days later no response so contacted them again and was told the item was NOT tracked (but I was told it WAS tracked????) but they have opened a claim with the royal mail. I said I wasn't satisfied and was THEN told the reason I hadn't received my order was because it wasn't in stock and that is why I got a refund. SO, "A" it had gone over 3 weeks with no item received with which I was told it hadn't been traked but they had told the royal mail it was lost? And "B" it then turned into it was never posted because it wasn't in stock but it took 3 weeks of my badgering you for you to tell me this and we aren't going to offer you a replacement but we will respond in clipped emails that only give the impression of "we are not going to offer you anything so go away". Will not be handing over money to this company again. Must add, as stated by other reviewers that one customer service assistant was very pleasant to deal with (if still not informing me about what had happened) but the other person, the one I had the most contact with had no interest in resolving my query except to make me go away.

Koo Bikes deliver I ordered a Lazer Monroe Helmet from Koo Bikes. I ordered it on a Sunday evening and it arrived Saturday afternoon by Royal Mail. The helmet is perfect and comes with a matching cycling cap and a drawstring bag to keep the helmet in. Koo bikes (Jemma) responded to my email promptly and I would have no hesitation with using Koo Bikes again. Great product, great price and good comms from the company.

Bad after sales service. I'm now forced to leave this seller after being a loyal customer for many years.The ordered items were processed and not dispatched for longer than a month. I asked Koo-Bikes for a reason for the abnormal behavior and got some indistinct response about problems with web-site and assurances that the items were in fact definitely dispatched. Finally, I have never got the ordered items and have got a refund form PayPal. I strongly believe that Koo-Bikes have never dispatched my items. My many years’ experience with Koo-Bikes says that all orders always show up in a week or a bit longer. Mistakes could happen, here I feel it was a fraud. Disappointment, not recommended.

Lovely item, communication good, would use again I bought a bike helmet for my son - which I and my son are delighted with! Great quality product. I contacted Koo Bikes before I purchased to enquire about sizing and received a helpful reply. I got the helmet at sale price so was happy with that. I got free delivery also. Dispatch was slow, I had to contact Koo to ask where my item was. Again, I received a helpful reply and my item was shipped on an upgraded service as an apology. There was also confusion over a promotional discount but after I enquired I was refunded with no issues. Not the smoothest sale but a good customer service experience which I appreciate. Would use again

I had a good experience -