RetrospecReviews of retrospec.com

Reply from RetrospecSep 30, 2026

Thanks for sharing your experience, and we're sorry we let you down. We understand how frustrating it is when returns don't go the way you expected, and we take this feedback seriously. Our return policy is published on our website, so customers can review the details before making a purchase. We know policies can still feel limiting depending on the situation, and we're always happy to talk through your options. We'd also like to hear more about the assembly instructions you received so we can make sure they match the right product going forward. If you're open to it, please reach out to our support team with your order details, and we'll do our best to make things right.

Reply from RetrospecJul 29, 2026

Thank you for taking the time to share this. This is certainly not the experience we want for our customers and we sincerely apologize for the inconvenience. We hear you on the mixed up instructions and thank you for bringing it to our attention. That's on us, and we've already shipped the parts, and issued a refund as an apology for that mistake. After reviewing your messages with our customer service team, it looks like the agent mixed up your ticket with a different one, which explains some of the confusion in the conversation. That's not the experience we want you to have, and we're addressing it internally. We appreciate you flagging all of this, and thank you again for giving us the opportunity to make it right.

Reply from RetrospecJun 22, 2026

Thank you for sharing your experience. We're sorry to hear about the frustration with your basket strap. We did reach out to you to get a bit more information but never heard back. After reviewing your review, we can see you're located in Australia. We want to be upfront that our warranty covers purchases made within the United States and isn't able to extend to international orders. We wish we had been able to connect sooner to clarify this and avoid any further confusion. We appreciate you giving retrospec a chance and hope to earn your trust back in the future. Please share your contact information with us so that our customer care team can get in touch with you directly. 6/23/2026: Please email us directly at [email protected]. We are unable to locate your email with the information on Trustpilot.

Reply from RetrospecApr 21, 2026

Thank you for taking the time to share your feedback. We're really sorry to hear that your experience with the Atlas hasn't been what we'd hope for anyone. That's genuinely not the ride we want you to have. We noticed that you hadn't had a chance to connect with our customer care team before leaving this review, and we completely understand reaching a point of frustration. That said, we'd love the opportunity to make things right. A member of our customer care team is reaching out to you directly. We take feedback like yours seriously, and we always appreciate the chance to improve, whether that's with the product, the experience, or both. We're here for you and hope we can turn this around.

Reply from RetrospecMar 26, 2026

Hi, thank you for sharing your experience. We're sorry the bike wasn't the right fit and that the return process felt frustrating. That's never the outcome we're hoping for. We do want to clarify for transparency: we didn't deny the return. Because this falls outside our standard return policy, the return is subject to applicable fees, as our team communicated. We understand that it can still feel disappointing, and we're sorry it landed that way. We appreciate the honest feedback and will use it to keep improving the experience for everyone. We hope you give us another shot down the road.

Reply from RetrospecMar 10, 2026

Thank you for sharing your experience. We're sorry to hear about the issues with both bikes. While we take quality seriously, occasionally items can be damaged during shipment, which is frustrating for everyone involved. Looking into your case, I can see that our customer service team sent out replacement parts and also issued a percentage refund to make things right. We want to make sure getting outside stays easy and enjoyable, not a hassle, and we hope that resolution reflects that commitment. We understand you have many options when it comes to where you shop, and we're genuinely grateful you chose retrospec. We're glad you found a bike that works for you, and hope that wherever your rides take you, you're out there enjoying the journey. We're always here if you need anything down the road.