customer service 0000.1/10
customer service 0000.1/10
I would like to share my recent experience with Loose Riders, which unfortunately was extremely disappointing and unprofessional.
I contacted the brand regarding a warranty claim for a broken zipper on pants purchased in October 2024. The initial response I received stated that the warranty was only 1 year, which contradicts EU consumer protection law. I politely replied that I had consulted the matter with a lawyer, who confirmed that products sold within the EU are covered by a 2‑year legal guarantee.
Instead of a constructive discussion, I received a message from the person representing the brand (Tim) that contained vulgar and disrespectful language. His exact words were:
“you can go suck a bag of dicks – my 2 cents…”
I want to emphasize that throughout the entire communication I did not use any vulgarity, threats, or disrespectful tone. I simply asked why the warranty was denied and referenced EU law. Receiving such a response from a brand representative is completely unacceptable.
Based on this experience, I can no longer recommend Loose Riders.
A company that treats customers in this manner, instead of resolving a simple warranty issue professionally, has lost my trust.
new reply : 3.4.2026 22:31 : Sir, I’m sorry if my previous message came across as a threat — that truly wasn’t my intention. I still feel, however, that the tone of your responses has been unusually sharp, and unfortunately not very professional. Since the conversation doesn’t seem to be moving in a constructive direction, I think it’s best to close it here. I wish you a pleasant day and many satisfied customers — ideally with zippers that last longer than 18 months.
Reply from loose-riders.com
Since you cherry-picked the conversation we had, let me return the favour:
After rejecting your claim, these were your replies:
(keep in mind we're talking about a broken zipper that's been used for 18 months...)
-I will escalate the matter further through my lawyer.
-I am giving you one last opportunity a 40–50% discount on a replacement product
-I will have no choice but to share publicly within the MTB community here in Bratislava
We were civil every step of the way.
BUT we don't respond well to threats....
Our sales manager has done everything, in the most respectful manner, trying to explain to you.
"I would also like to speak with someone responsible for escalation cases, as I am not satisfied with the handling of this matter so far."
So, as brand owner, I felt the need to step in.
Hereby I sincerely would like to apologise, telling you to go 'suck a bag of dicks'...it should have been "go suck a huge bag of fat dicks".
I hope you can forgive the lack of accuracy...
Cheers.
Below is the discourse our sales manager had with you, showing we were civil until you started threatening us.
Hi Jaroslav,
Thanks for your reply.
With respect, we fully acknowledge that under EU consumer protection law, a 2-year legal guarantee applies to products sold within the EU. However, it is important to clarify that this guarantee covers lack of conformity at the time of delivery, meaning manufacturing defects or faults that were present when the product was received.
The guarantee does not cover damage resulting from normal wear and tear, accidental damage, or misuse over time.
Zippers, in particular, are components that are subject to regular mechanical stress and are widely considered wear-and-tear items. After 18 months of use, a zipper failure is generally regarded as the result of normal usage rather than an inherent manufacturing defect—unless there is clear evidence that the issue existed from the outset.
In addition, under EU law, after the first 12 months (previously 6 months, depending on the applicable directive timeline), the burden of proof shifts to the consumer to demonstrate that the fault was present at the time of delivery.
Based on the information provided, we are unable to classify this issue as a valid warranty claim.
