An Honest review of my experience ordering from pro's closet

PLEASE READ THIS BEFORE YOU CONSIDER BUYING A USED BIKE ONLINE FROM PRO’S CLOSET

(Let me preface this by saying how insanely risky it is to buy used bikes online, even if they’ve been “certified”. There is no odometer on a bicycle and you never know how hard it was ridden before you buy it. Also, the price points at Pros Closet are obscene for being second-hand bikes. You are much better off buying new from your local bike shop and having everything under warranty. These bike shops will often include service packages as well where they do free tune-ups after buying. PLEASE stay away from Pros Closet unless you want to be dealing with issues down the line that aren’t covered by warranty. Their business model made sense during the pandemic when there was a bike shortage but now you’re not paying much less than you would if you bought new.)

Back in March I spent $3k on a used Trek bike from ProsCloset. I’d watched the price on this particular bike go down and finally pulled the trigger when it went on sale. It was a full carbon frame and had been previously damaged but was “repaired”. I understood that what I was buying was second (or probably 3rd) hand, hence the price point.

What I didn’t bargain for was the irreparable frame damage I’m dealing with now (not in the spots that had been repaired). If you look at the attached pictures you can see that the thread is stripped out of the holes that connect the suspension to the the actual bike frame. Also notice the splintering (something that most definitely did not occur in the limited riding I did in the six months I’ve had it).

I reached out to Pros Closet and after leaving several messages someone finally got back to me and explained that because this problem came up after the “30 day return policy” that they couldn’t help. I didn’t for one second think that an issue like this is something that couldn’t have been worked out but here I am, having to deal with this. I was blown away by how cavalier the sales person was as I talked on the phone with him. Not a good look for any company that takes pride in customer service.

I feel like I’ve been sold a lemon and I’m basically out $3k.

It’s so much more worth it just to spend a little more at your local bike shop and have the peace of mind. Please don’t make the mistake of buying from Pros Closet like I did.

actual reviews from customers on facebook

“Terrible buying experience. Brand new bike with multiple cosmetic damages, broken parts and mechanical damage that needed to the taken to a bike shop to get fixed. The “Pros” sold me a bike that I had a lot of problems. They expected me to deal with them. Worst bike buying experience of my life. I currently own 8 bikes and wow. Thanks guys!” – Matt M.

“We spent $10k on 2 bikes. We found a crack that their mechanics should have caught but didn’t and their resolution was refunding less then 1/3 of the cost to replace the part. Their customer service is not good.” -Vanessa P.

“Insulted me with an offer on my brand new bike. Looked at comparable bikes on their site that were all banged up and wanted thousands more than what they would give me for mine. They also don’t seem to be bike people, descriptions and specs don’t match the bikes shown.” – Tim B.

“They will offer you pennies on the dollar for your bike. My Yeti SB130 was $9k and in excellent condition and they offered $2,990 for it. I know they have overhead and employees but the offers are downright disrespectful and way below Bicycle Blue Book! Go elsewhere to sell your bike!

By the way, they’re not offering money, only store credit.” -Dylan D.

“The certified pre owned bike I showed signs of free hub damage. I only saw it after owning the bike for a couple months and they told me, tough luck. This damage surely would have been notified if they removed the cassette- something that is supposedly in the 141 point inspection.” –JP G.

“Purchased a MTB from TPC

After unboxing it, the first thing I noticed it had an XT cassette when it was advertised as an XTR. Contacted them, spoke with Duncan and he said they’d ship the XTR, and I’d have to send the XT back, totally acceptable. it was Friday,and likely wouldn’t process until Monday, but go ride the bike, no worries.

That night while getting it all set up I noticed it had tubes, was advertised as tubeless. A pain, but a trip to the shop for some stems and fresh sealant, $65 later I was tubeless. No worries.

While the wheels were off I decided to check the FS linkage,it was supposed to be serviced, it wasn’t … dirty. I ordered the special grease and tool to service it, no worries.

On the ride the front brakes failed and I almost crashed. Hard. Big worries. Got the bike home, no fluid in the reservoir. 141 point inspection huh??? I could have been seriously hurt. I can refill and bleed the brakes. No worries.

Called today to follow up with Duncan again and was told the XTR cassette was in stock and he’d be getting a plan together on how to handle the other things I have already spent money and time fixing. He offered to refund the bike and ship it back, but that doesn’t solve the money and time I have in the bike, they’d get a bike back in better shape than what they sold me. All I was really expecting was the cassette as advertised and agreed to and throw me a bone for the tubeless, brake service and linkage service. I’d be happy.

He sends me an email, say they’ll refund me $300 or I can send the bike back. $300 doesn’t cover an XTR cassette, $404-450 and doesn’t provide any compensation for me fixing the broken bike I got.

I, in good faith purchased an product, didn’t haggle, paid in full. And didn’t receive the product as advertised,and had to make repairs to make it safe let alone ridable. Thank God I didn’t hit a tree and break something because they sent a bike that wasn’t safe to ride AFTER they advertised it to be safe.

I wouldn’t buy anything from them. I feel what I’m asking for is more than fair, which is what they advertised and I purchased. They apparently do not stand behind their products NOR do they keep their word on making it right.” -Rob R.

“I dont recommend buying or selling a bike to this company they promise they are giving you a fair price they are not !! they say they will take your bike on trade in and offer a fair price they dont. They told me my bike was to old for them to buy let alone they have others that are older online. I listed my bike through another site guess what it sold in 3 hours!! I wont be looking for another bike through them there are lots of options out there do your research people !” -Rishi B

“Bike condition not accurately described. Pinarello Dogma XC “ships tubeless”, yet received damaged rims with tubes in tubeless tires that were impossible to fix. Derailleur hanger bent/cracked. Customer Service doesn’t listen talking over loudly.” -David R.

“This shop is an absolute scam and unethical practice. I use to do business with them, but not anymore. I offered them a Bianchi Aquila which they offered $3,***, and then I offered to sell them the same bike later and they offered me over $2000 less! Absolutely beware!” -Thomas C.

“Was very excited to use their service to buy a new road bike. I bought a 2017 BMC roadmachine and after one week of light riding I did Not like the Di2 electronic shifting and that the bike seemed very slow. I decided to return it and buy some thing else. I packed the bike up exactly as it came and kept all of the wrapping and cushion and the original box. Come to find out they deducted $500 from my refund because the bike was damaged via shipping. I packed the bike up exactly as they instructed, and they were making outrageous. Claims like I packaged it upside down and did not connect the rim and they were missing parts. After a heated customer service chat, none of those claims stock, but there was some damage to the frame, which could’ve been caused by shipping. They would not hear me out and said the deduction would stand. I was ready to buy another $4,000 to $5000 bike from them but I am very frustrated with how they treated me during that process. I will go back to buying direct from manufacture from Canyon or Pinarello. Not worth the BS.” -Steele W.

Navigating the Risks of Buying a Bike Online

In today’s digital age, the convenience of online shopping has extended beyond mere consumer goods to encompass even larger purchases like bicycles. The allure of browsing through a wide selection, comparing prices, and having a bike delivered to your doorstep can be enticing. However, this convenience comes with its own set of risks and considerations that potential buyers should be aware of before clicking the “buy” button. Purchasing a bike online involves more than just a transaction; it requires careful research and consideration to avoid potential pitfalls.

1. Limited Physical Inspection: One of the foremost challenges when buying a bike online is the lack of physical inspection. Unlike in a brick-and-mortar store where you can touch, test, and examine the bike closely, online buyers have to rely on product images and descriptions provided by the seller. These representations might not accurately depict the bike’s condition, size, and color, leading to disappointment upon delivery.

2. Fit and Comfort Issues: Bicycle fit is crucial for comfort and safety while riding. Buying a bike without trying it can result in an ill-fitting ride that leads to discomfort and potential injuries. While online stores often provide sizing charts and guidelines, individual variations in body proportions and riding preferences can make finding the right fit a challenge.

3. Quality and Authenticity Concerns: Online marketplaces can vary widely in terms of reliability. While there are reputable sellers, there’s also the risk of encountering counterfeit or substandard bikes, especially if the price seems too good to be true. Authenticity and quality checks become harder when you’re not physically present to assess the bike’s construction, materials, and components.

4. Assembly and Maintenance: Buying a bike online typically means it will arrive unassembled. While some online retailers offer pre-assembled options, many require buyers to assemble the bike themselves or seek professional assistance. Improper assembly can compromise safety and performance, and it might even void warranties. Moreover, without a local bike shop to turn to, routine maintenance and repairs could become more challenging.

5. Return and Refund Complexities: Returns and refunds for online bike purchases can be complicated. Some sellers have strict return policies, and the cost of shipping a large item like a bike back can be substantial. Moreover, if the bike arrives damaged or with missing components, resolving these issues remotely might be a time-consuming and frustrating process.

6. Hidden Costs: The initial price of the bike is just one part of the overall cost. When buying a bike online, you might overlook additional expenses, such as shipping fees, assembly costs if you’re not assembling it yourself, and potential import duties or taxes if the bike is coming from abroad. These costs can significantly impact your budget.

7. Warranty and Customer Support: Reputable bike shops often provide warranties and reliable customer support. Online purchases may offer warranties too, but the process of claiming warranty benefits could be more complex due to distance and potential shipping expenses. Quick and efficient customer support might also be harder to come by.

8. Limited Test Riding: Test riding a bike before buying is a standard practice in traditional bike shops. It helps you get a feel for the bike’s handling, responsiveness, and comfort. When purchasing online, you miss out on this opportunity, potentially leading to an unsatisfactory purchase.

9. Environmental Impact: While the convenience of online shopping is undeniable, it’s worth considering the environmental impact of shipping bikes individually. Transportation emissions, excess packaging, and the potential for returns contribute to the carbon footprint associated with online purchases.

10. Security and Privacy Concerns: Sharing personal and financial information online always carries some level of risk. Buying a bike from an unknown or less reputable seller might expose you to potential security breaches or scams. Ensuring that you’re purchasing from a secure and reputable website is crucial to protect your personal and financial information.

In conclusion, buying a bike online offers convenience and a vast selection, but it’s not without its share of risks. The lack of physical inspection, fit and comfort issues, authenticity concerns, assembly challenges, and potential hidden costs are important factors to consider. To mitigate these risks, research is key. Read reviews, research the seller’s reputation, carefully read return policies, and, if possible, opt for sellers with established customer service and a presence in your locality. Ultimately, while the digital world has revolutionized shopping, when it comes to purchasing a bike, a prudent approach is necessary to ensure you get a ride that’s safe, comfortable, and worth your investment.

About Pros Closet

Nestled in the picturesque town of Louisville, Colorado, The Pro’s Closet stands as a testament to the fusion of passion for cycling and a commitment to sustainable practices. Founded in 2006 by Nick Martin, this innovative company has transformed the cycling industry by redefining the way enthusiasts buy, sell, and appreciate bicycles and gear. With a vision to make cycling more accessible, environmentally responsible, and technologically advanced, The Pro’s Closet has become a global leader in the pre-owned bicycle market.

At the heart of The Pro’s Closet’s success lies an unwavering dedication to quality. They have set new standards for refurbished bicycles, offering an extensive selection of top-tier brands such as Specialized, Trek, and Cannondale. Each bicycle undergoes a meticulous 141-point inspection and reconditioning process, ensuring that customers receive a product that is not only performance-ready but also looks and feels like new. This commitment to quality has earned The Pro’s Closet a strong reputation among both professional athletes and recreational riders, instilling trust in their products and services.

The Pro’s Closet is more than just a retailer—it’s a sustainable force driving change in the cycling industry. With the ever-growing concern for the environment, the company’s model of buying, refurbishing, and selling pre-owned bicycles aligns perfectly with the principles of reduce, reuse, and recycle. By extending the lifespan of bicycles, The Pro’s Closet significantly reduces the carbon footprint associated with bike manufacturing. This approach is a testament to their dedication to preserving the natural beauty of their Colorado surroundings and inspiring a greener cycling community worldwide.

One of the key attractions of The Pro’s Closet is its seamless integration of technology into the cycling experience. Their innovative platform offers customers the ability to trade in their old bikes, streamlining the process of upgrading to a new model. The Pro’s Closet’s website provides an intuitive interface for users to easily evaluate their trade-in options, receive a competitive quote, and make their purchase—all within a few clicks. This digital transformation has not only elevated the convenience factor but has also revolutionized the way cyclists approach buying and selling their bikes.

The company’s commitment to technology is further exemplified by their data-driven approach. The Pro’s Closet analyzes market trends, customer preferences, and performance data to refine their offerings continually. This dedication to data enables them to curate a collection of products that resonate with cyclists of all levels, from professionals seeking high-performance models to beginners looking for reliable options to kick-start their journey. By leveraging technology and data, The Pro’s Closet has created a personalized shopping experience that caters to the unique needs of every cyclist.

Beyond its business endeavors, The Pro’s Closet has established itself as a hub for cycling enthusiasts to connect, learn, and grow. They organize events, workshops, and group rides that foster a sense of community among riders. This commitment to community building transcends geographical boundaries, with their online forums and social media platforms serving as spaces where cyclists can share stories, exchange advice, and celebrate their shared passion. The Pro’s Closet has successfully nurtured a sense of belonging, making the cycling experience not just about the ride itself, but also about the relationships formed along the way.

In conclusion, The Pro’s Closet has emerged as a trailblazer in the cycling industry, redefining how bicycles are bought, sold, and cherished. From their dedication to quality and sustainability to their seamless integration of technology and their fostering of a vibrant cycling community, every aspect of the company reflects their unwavering commitment to excellence. As they continue to innovate and inspire, The Pro’s Closet is sure to remain a driving force in shaping the future of cycling, both in Louisville, Colorado, and far beyond.