“The shirt I bought was fine. The service was awful. I have spent a lot of money over the last few years with FLAB and never had a problem but you can only judge customer service by what they do when things go wrong. I ordered 52 shirt and, somehow, a 36 arrived. Not only did I have to pay my own postage to return it but also they want 14 days after they receive the return to send you the right one. Add to that, the previous jersey I bought from FLAB literally fell apart and I had to get the local sewing shop to restitch it, I am done with FLAB”
Hi Neil
I'm really sorry that our customer service hasn’t met your expectations this time. I took a quick look at your original order confirmation, and it seems like the size selected was 36 instead of 52—these things happen!
I also completely understand that waiting for a return to process can be frustrating. While our returns typically take up to 14 days, we do our best to handle them as quickly as possible.
As for the jersey issue, this is the first we've heard about it, but we always strive to find a fair and customer-friendly solution for any genuine quality concerns. If you’d like to share more details, we'd be happy to look into it for you.
“Products did not fit had to pay for the returns and then had to wait ages for a refund and they took some money off me for the original postage. What a way to treat a new customer, will not be using you again!”
We know that finding the perfect fit for cycle wear can be tricky! That’s why our friendly Sizing Gurus in customer service are always happy to help with recommendations, making sure you get the right size the first time. 😊
As for shipping and returns, our RRP doesn’t include free postage—offering it would mean raising our prices, and we want to keep things as fair as possible for all our customers. I’m really sorry if this has been a disappointment, and we truly appreciate your understanding.
If there’s anything else we can do to help, just let us know! 🚴♂️✨
“I couldn't find a pair of mtb trousers that fitted for love nor money "6'3,20 stone big build" but flatb have got you covered, the trousers are spot on with the elasticated waist,they'll fit a variety of shapes and sizes comfortably, finally a shop that caters for the ordinary people at last!”
“OK I was sceptical They just flog stuff in large sizes
I was totally wrong all the items I bought were sized correctly but were not small sizes scaled up The cut and fit of all three were superb”
“My first purchase was the padded pants which are fantastic. The next was the MTB trousers but couldn’t get them in the same size as the pants. They fit but the elastic waist band is a bit tight so currently have them in the garage stretching the waist band . I’m sure ile get them sorted 👍”
“The jacket was a little tight around the middle which did surprise me having several other jackets and tops from both mans and tall & large range . Very comfortable and warm”
I gather that customer service is already dealing with this issue and is trying to locate the parcel with your local Customs department. I am sorry that it is taking so long. We are trying to get to the bottom of why you weren't contacted by your local Customs, however I gather that it is now on the move and so hopefully it should be with you soon. We are continuing to follow it and will update you accordingly when we have more info.
“When there are no problems with an order it's easy to give a five star review, but does it mean anything? What I want to know how a company does when something doesn't go quite right. So here goes:
I ordered some new cycling kit, but there was a minor manufacturing fault with one of the items. My email to FLAB, with photos of the problem attached, was replied to very rapidly with an apology, an explanation and a suggested solution. That solution was acceptable to me so, after a follow up email from FLAB to check some details, a replacement item was with me within a couple of days.
In short, there was a problem, FLAB sorted it faultlessly. That then gave me the confidence to buy some of the more expensive items on the website - which I am also very happy with.”
