BIKEBOX GmbH Reviews 

Disappointing experience – HAMAX Pluto L sold as new, later confirmed to have been returned

I purchased a HAMAX Pluto L from Bikebox as a new product.

Upon receiving the trailer, I found a substantial amount of animal hair throughout the interior, including hair deeply embedded in seams, edges and other difficult-to-clean areas. This was not limited to one or two stray hairs. I took photographs of the trailer before cleaning it, documenting its condition upon arrival.

I contacted Bikebox and provided the photographs.

In their subsequent written response, Bikebox confirmed that the trailer had previously been returned.

This is the central issue for me: I purchased a new HAMAX Pluto L. I did not purchase a returned or previously used trailer. Had the product been clearly described as returned or used, I would have made a different purchasing decision.

Bikebox offered €50 compensation. I asked them to reconsider the matter in light of the condition of the trailer and the photographic evidence. They subsequently stated in writing that they could not offer a different amount and that my alternative was to return the trailer.

In my view, €50 is a very inadequate compensation for a product sold as new which the seller has confirmed had previously been returned, particularly considering the purchase price of the trailer and the total value of my order, which also included a HAMAX bed and cover.

I also paid approximately €100 to have the complete order forwarded from Germany to Bulgaria through a separate forwarding service. I understand that this was not a shipping charge made by Bikebox and I am not presenting it as such. However, it is a real additional cost that I incurred based on the expectation that I was purchasing a new product.

I am sharing this review because I believe potential customers should have the full factual picture.

I have retained the original photographs and the complete written correspondence with Bikebox, including their confirmation that the trailer had previously been returned and their €50 compensation offer.

My experience was that a product purchased as new arrived with clear evidence of previous animal use, the seller subsequently confirmed that the product had been returned, and the proposed compensation was €50.

That is the experience I believe customers should be aware of when considering a purchase from Bikebox.

All was good and smooth but you need to know that the return is on your own cost if outside DE.

5-Star Product, Great Service — Just Avoid LSU Logistics

I recently purchased an Orbea Orca road bike from BIKEBOX GmbH, and overall, the experience was excellent. The website is well-designed, intuitive, and easy to navigate, making the purchasing process smooth and hassle-free. I especially appreciated the variety of payment options available — a small but valuable detail that made checkout convenient.

What truly set BIKEBOX apart was the impressive service of delivering a fully assembled bike right to my doorstep. This was a major selling point for me and a huge advantage over other online bike retailers.

There were, however, two minor hiccups with the shipping process. First, I received an incorrect tracking number via email, which made it difficult to track my order. Fortunately, BIKEBOX’s customer service team was quick to assist and resolved the issue without delay.

Second, and completely outside of BIKEBOX’s control, the logistics company (LSU Logistics) failed to deliver my bike as scheduled. I ultimately had to travel to the warehouse myself to retrieve it — a frustrating inconvenience that I wouldn't wish on other customers. My recommendation to BIKEBOX: Please reconsider using LSU Logistics in the future.

Despite these shipping challenges, I highly recommend BIKEBOX GmbH for their quality service, customer support, and seamless buying experience. The bike itself is incredible, and the peace of mind in receiving it fully assembled is something you just don’t get everywhere.

Good mountainbikes, good service and nice people. Beautiful environment!

TL;DR: spend 2k on a bike, receive nothing.

Worst service ever. You try calling, nobody responds. You try sending emails, and they take 3+ days or they just plain ignore you. You try social media, nothing.

I purchased a bike 32 days ago (and counting) and it hasn't arrived. Over 2.000 EUR and to this day, I don't know if it's ever coming or what, since they do not respond my emails, and never picked up the phone. I'm tired of calling and trying to get them to tell me something after countless emails.

Never use them. You've been warned.

I bought a mountain bike from Bikebox. I had trouble paying with an English bank account and in the end had to use my wife’s German account. I had had a terrible experience with Brügelman ( paid for 2 bikes then told not in warehouse ), so I was afraid of losing the order. The lady laughed and said No, it’s reserved for you.
The bike came, immaculate and at a great price.

I can not recommend this shop to anyone. I’ve made only one purchase and had the following happen when buying a bike:
1) They say they price match other German shops but when I tried to get a price match from a store that was within their requirements, I was told “We’re not going to discount that bike any further.” I could understand if the other website did not meet their strict requirements but they just said no because they didn’t want to sell it for less (which makes me question why even have a price match program??)
2) Not only did they not price match, they actually RAISED the price of the bike the next day
3) I ordered the bike and paid immediately thinking that would speed things up. When I ordered, the website said the bike was in stock and would be delivered in 1-3 days. I ordered the bike on a Wednesday afternoon and it was not even shipped until the next Thursday (over 1 week to ship when the website said it would be DELIVERED in 3 days). Slow shipping seems to be a common problem based on other customer reviews, so I guess I got lucky since it wasn’t longer than a week. Also note - they use a freight shipper for bikes, which will add another day or two (I’m assuming this is where the ‘delivered in 1-3 days’ comes from but totally ignores their processing time to get the bike to the freight shipper)
4) When the bike was finally delivered I reached out about an issue (using the “Rezension” method they’ve mentioned in other negative reviews) and after 6 days of no response, they finally replied and said what I experienced was not an issue and was not a reason to complain.

Unless you have weeks or months you can dedicate to waiting or resolving any issues, just avoid this shop.

Made an order, didn't hear from Bikebox for over a week. Wrote to them an email to follow up, still no reply. Then all of a sudden, my order was cancelled. Will not order from them again.

Very satisfied, will buy again

Great service. Quick Response and delivery.

Unbelievable delivery time. The site promises the availability of the bike in 1-3 days. It's been a month now and nothing has been heard. Shipment tracking does not recognize the shipment code. Customer service does not answer questions for weeks. Just don't buy yourself a bicycle here!

"Edit" BikeBox wrote:
Please write an e-mail to "Customer service" and write "Rezension"in the subject line. An employee will contact you immediately and try to provide you a with better solution.

What does this "immediately" mens? It's been four days allready from my message, and still no answer or bike arrived home. If you have time to response here at 12h, should you do something for customer service instead?

Very good experience with bikebox-Shop.
Good price, excellent communication (email), packaging is strong. My new bike is beautiful.
Concernant the expedition 100% OK=>
Order place the 15th (saturday)
Recieve at home the 21 (Southwest in France).
Just perfect, tracking is ok.
Thank you bikebox team.

For French People, be aware that dbshenker logistic could use a subcontractor for final delivery (1or 2 Days more are necessary for delivery @home and this is not in accordance with dbshenker estimated date)

Heute eine telefonische Zufriedenheitsnachfrage durch Bikebox. Hatte Ende Sommer 2021 ein Specialized Turbo Levo Expert Carbon gekauft. Mein ansolutes Lieblingsbike. Nie Probleme Sommer wie Winter. Kauf top, Bike top, Spass top, Kundenservice top, alles top.

Worked with the BikeBox team on an unusual bike request and was very impressed with the solution that was offered. Nothing was too much trouble, everything was arranged on time and our bikes prepared exactly as promised. No fuss, no drama, no hassle. Thanks and we will be back when we need specialist service.