Thule  Reviews 1,763

We use a lot of Thule products in our Roofbox and Roofbar hire business. Every so often we have a question upon which we need their input. Their help desk service is exceptionally good, their response times are swift, they understand your questions and are knowledgeable in their response.

Horrible that a simple fabric lid is not made of uv resistant materials. Next it is not designed as separate parts, and finally the «assembly part» is not even available for purchase-but some have to be «purchased and installed by authorized dealer». This leaves my childs carriage effectively useless trash as the price for the work is much higher than the expensive assembly parts, and also buying a full cart second hand is cheaper. So happy to inform your other poor customers on thrustpilot about this.

Very swift and efficient response. Staff was vey helpful. Details provided in response to my query was very well laid out and explained things clearly

My Thule easyfolds tow hitch mechanics failed leaving my bikes and carrier in the middle of the motorway which could have been fatal (Police statement) after sale from thule was poor and they offered me 20% off if I bought a new one directly from them, even tried shifting the blame on my tow bar which is a standard one and professionally installed.
Beware that this mechanical failure is a possibility from the Thule easyfold range

I have liked Thule products but decided to buy direct from them this last time and found their customer service shockingly bad. I bought a tent and realized it was too big. 15 days after I got it I tried to return it. That is when I learned that even though the link they gave me that said I had 30 days to return it, in the small print it said tents are NOT returnable and that they start counting days the day they ship the item so it wouldn't have been eligible anyhow. Truly horrible. Very dissapointed.

I have always found Thule products to be excellent. I currently own two Proride 591 bike carriers that are installed on my roof bars and used occasionally. Having recently returned home from a day out with my bike on the roof, I found that the front wheel holder base had split where the strap attaches and the strap was undone. I therefore emailed Thule customer support and provided photographs, just to ensure this was not a known issue or otherwise. The next working day I received a response from Thule (Alan) customer support reassuring me that whilst these things can understandingly happen, it was not a known issue. In addition, Thule customer support advised that two replacement wheel holder bases would be sent out ASAP. The bases duly arrived the following day via UPS. It is worth pointing out at this stage that I did not request or demand that Thule provide replacement parts, I simply asked for some feedback on the issue and and as part of that feedback, Thule sent out replacement parts. In 2025 this kind of customer support is a rare thing indeed, a real breath of fresh air and warrants recognition. Thanks.

I reported any issue in finding instructions for the Ranger 90 roof box on the Thule site: the link does not work. I was thanked for reporting the issue, told that it would be fixed, and sent a link to a 3rd party site to use in the meantime. I tried this and found it required a chargeable subscription. Then I was notified that the issue on the Thule site was fixed. On trying this I found the issue unchanged so I still cannot access the instructions. This is totally unsatisfactory

Answered your question within their response time.

Waste of time
Should have used a different brand

Absolutlely terrible customer service from Thule!

I have emailed them several times trying to get information regarding a product and they fail to understand and merely send information which relates to a different product!

I proceeded to purchase a set of Wing bars for a Honda CRV, what a waste of money!

It took me under 2 minutes to bypass the locks and undo the bolts securing the bars to the roof of a vehicle, therefor Thule offer NO SECURITY!!

Excellent products backed by a very professional after sales service

After 10 years in a Decathlon tent, that remained perfectly waterproof, we wanted an upgrade. Enter the Thule autana 4 rooftop tent. After 3 years and 3 replacement tents, we still have leaks everywhere, when the rain hits I can start moping up the water. I'm really apalled by the quality or better lack of quality from Thule. When you want a rooftop tent... Look elsewhere!

Still waiting for delivery by UPS. Thule customer team twice promised to contact me, to arrange refund for goods not delivered.
Avoid this company - alternatives are available

although the replacement parts list is extensive, it is really aimed at the cosmetic side of parts.
i needed a more technial part which with some pursuasion came good.

Thule's "Xpress" bike rack is poorly designed and dangerous. It swivels and rotates on the towbar, causing the bike to rub against the car. I've stopped using it to avoid causing damage and the risk of the bike being knocked off the rack. Thule also claims that this bike rack is for two bikes, but it's very difficult to actually fit two normal sized bikes. It would only fit two bikes if they were both very thin road bikes.

I really like the roof racks but never buy from them direct!! Go to a shop where you can actually speak to someone.
Part of my order was missing from the box & it’s near impossible to get in contact with the company!!! I tried email no response! Phone waiting for half an hour! Chat bot no use!!! Please help all I want is the remaining parts I ordered!!!

Very quick and efficient Customer service/ technical problem resolution by Bengt, in Sweden. I genuinely can't criticise them at al and on that basis recommend them

Please read on for details. NB Thule departments are blaming each other and now in the “reply” below they are trying to blame the pick up company. This shows the terrible attitude the company has to customer service. Appalling management. Stay away from them.

In detail: Item arrived damaged and looks like a previous return as the box is sealed with two different kinds of tape. The items was both mud stained and had white paint spilled inside the packaging. The internal dimensions were measured by someone ignoring several protuberances into the space and so don’t reflect the actual dimensions either so our wheelchair doesn’t fit despite being smaller than the dimensions Thule give for the item. Initially Thule told us we had to pay for the return. We complained they agreed to collect. The courier arrived next day and luckily we were in Thule had not given us a collection date. The courier refused to take it because we had no labels because Thule didn’t send them to us. Thule then sent us the labels and said the courier would be back. Then Thule went quiet on us and didn’t answer emails for a few days. We waited in for three days but no courier. We then went on holiday - we had told Thule about his from the start. On holiday Thule started replying again and now say collection is organised for after our return but won’t give us a date.

Terrible service. They won’t take phone calls about returns at all. Staff appear poorly trained and internal communications is very poor with delivery labels not being passed on and staff blaming each other in their emails to me. It appears Thule don’t pay staff adequately or train them effectively. These are senior management issues but I wonder if they will just blame the staff members involved? Overall a very bad experience still ongoing.

As per Thules reply below they categorically only sent the documents to me after the courier had called and refused to pick the item up. The courier even helped us check the emails for the docs. Thule blamed another Thule department for this omission.

Courier just been and gone. Can’t colkect the items today as Thule sent us a blurred photo image of the label which won’t scan. I’m it literate and we tried three different print settings but the bar code is simply blurred. Previously Thule sent a pdf label but for some reason this has been messed up this time. I’ve emailed again asking for another pick up tomorrow and clear pdf labels. This will be the fifth day we have had to wait in for the courier.

Appalling service.

I had a problem with the toeball mounting of the bike rack. It has a 5-year guarantee. When I took it back to Halfords, initially they said they would get a replacement or do a swap with a halfords own make one. Next morning I received a call saying I would need to contact Thule directly.
The help from the Thule guy was great, but I did need to fit the bits myself. Not sure how some other people would manage this. Overall a good service from Thule, but a bit disappointed that Halfords didn't take it onboard to get the problem fuxed for me.