The store consistently delivers fast, reliable delivery and keeps orders arriving on or before expected timelines, with careful packaging and orders arriving well as described. Customers highlight smooth ordering experiences, responsive and helpful service, and efficient processing from order placement to shipment, including warranty support and good value for money. Product availability meets expectations with items conforming to descriptions and a focus on strong reliability across purchases. Overall, the experience is described as efficient, dependable, and satisfying, with competitive pricing and clear site information.
The preparation and shipping time for the order was too long for me to pick up my order in store on the scheduled date. The cancellation request by phone was not confirmed. I am still waiting. At least a week lost for products I needed quickly.
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Response from Materiel-velo.com
Hello,
We sincerely regret that the preparation time for your order did not meet your expectations. This is an isolated case that we take very seriously. We are taking the necessary steps internally to improve our timelines and avoid this type of situation.
Regarding your cancellation request, our customer service has taken the necessary steps for a full refund effective since 25/09. Please do not hesitate to contact us at 04 74 694 694 or via our online form for any further clarification.
Thank you for your understanding.
The Materiel-velo.com team
C
Claude M.
Rating: 2 out of 5
following a purchase from 05/09/2025
Order delivered by DPD to a pickup point that does not work with DPD. As a result, I did not receive the package before my departure (5 days after the order) and I would not be back before its return from the other pickup point.
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Response from Materiel-velo.com
Hello,
We are sincerely sorry for this delivery issue. This is an isolated incident, beyond our control, related to a routing error by the carrier. We have already reported the information to DPD to prevent this from happening again.
Your package has indeed been returned to us, and your order has been fully refunded.
We remain at your disposal for any further questions via our contact form or by phone at 04 74 694 694.
Thank you for your understanding,
The Materiel-velo.com team
W
Wlm V.
Rating: 2 out of 5
following a purchase from 05/09/2025
I bought the product with the company. I am Belgian and I paid VAT in France yet it was an intra-community purchase.
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Response from Materiel-velo.com
We confirm that the VAT applied to your order corresponds to the rate in effect in Belgium, in accordance with European regulations on intra-community sales to individuals. This rate is automatically adjusted based on the delivery country provided during the order.
Please do not hesitate to contact us if you would like more information or assistance with your future orders.
Best regards,
The Materiel-velo.com team
A
Alain M.
Rating: 1 out of 5
following a purchase from 07/09/2025
I asked questions about returning an item but no response...
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Response from Materiel-velo.com
Hello,
Thank you for your message.
We confirm that our team has indeed responded to your request regarding the return. Please check your spam or get back to us if needed.
Thank you for your understanding,
The Materiel-velo.com team
O
Olivier H.
Rating: 1 out of 5
following a purchase from 05/09/2025
Still haven't received the package after 14 days already.
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Response from Materiel-velo.com
After verification, your initial package was returned to us by the carrier due to a non-claim within the allotted time at the pickup point or a refusal from the pickup point. As soon as it was received in our premises, we proceeded to a reshipment, and we confirm that it has been retrieved since, without difficulty.
We remain at your disposal for any further questions.
Best regards,
The Materiel-velo.com team
N
Nicolas D.
Rating: 2 out of 5
following a purchase from 03/09/2025
Delivery time too long announced at 1 to 2 days ultimately more than 1 week
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Response from Materiel-velo.com
Hello,
Thank you for your feedback and we apologize for the observed delay.
Your order did arrive in store on time, but an error on our part delayed the update of the status
J
Jean Louis R.
Rating: 1 out of 5
following a purchase from 31/08/2025
Very satisfied with the orders placed on Matériel vélo. Items received conform to the description. Site that I recommend. However, shipping costs are high for deliveries overseas.
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Jeremy G.
Rating: 1 out of 5
following a purchase from 29/08/2025
Leaking can and packages filled with mineral oil
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Response from Materiel-velo.com
Hello Jeremy,
Thank you for taking the time to share your experience. We are sincerely sorry to learn that your order did not meet your satisfaction. Your feedback is valuable and we will ensure to rectify the situation. Please do not hesitate to contact us directly to resolve this issue at 04 74 694 694 or via the contact form. Your trust is our priority and we are committed to providing you with quality products.
Best regards,
The Materiel-velo.com team
J
José D.
Rating: 1 out of 5
following a purchase from 27/08/2025
Shimano brake pads delivered in unacceptable plastic bags!!!
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Response from Materiel-velo.com
Hello,
Thank you for your feedback.
We understand that the absence of original packaging may raise doubts.
However, please know that the product is indeed new and comes with the same warranty as an item sold in its original packaging.
Please do not hesitate if you have any other questions,
The Materiel-velo.com team
A
Agnès C.
Rating: 2 out of 5
following a purchase from 24/08/2025
delivered
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Response from Materiel-velo.com
which may have created confusion. We are sincerely sorry for this.
Thank you for your understanding.
Best regards,
The Materiel-velo.com team
E
Emmanuel R.
Rating: 1 out of 5
following a purchase from 27/08/2025
The Shimano equipment received was already used (very visible assembly marks), damaged (significant scratches and damaged screws), without its original Shimano packaging but in reconditioning plastic bags. It is a Dura Ace brake caliper, sold as new by your establishment. A second product - CeramicSpeed BB86 coated bottom bracket - was received incomplete. Both products have therefore been returned, with a request for a refund. It is likely that I will stop all orders on the Matériel Vélo site, which is really regrettable as I regularly order from your site and I am also a customer of the Matériel Vélo store in Dijon. Best regards. Emmanuel Remenant
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Response from Materiel-velo.com
Hello,
We confirm the good receipt and handling of your return. A refund has been initiated.
Regarding the caliper, we acknowledge that it was a new part from an exhibition bike, which should have been indicated as such. We apologize for this error.
For the CeramicSpeed bottom bracket, the mentioned elements were indeed present, with the dust caps pre-installed.
We regret this experience and hope to regain your trust in the future.
The Materiel-velo.com team
S
Silvain K.
Rating: 1 out of 5
following a purchase from 23/08/2025
Not received yet! Ordered on August 24. Very bad experience
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Response from Materiel-velo.com
Hello,
Thank you for your message and we are truly sorry for this inconvenience.
There was an error regarding the status of your order, which was indicated as
R
Romain F.
Rating: 2 out of 5
following a purchase from 25/08/2025
Delivery times
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Response from Materiel-velo.com
Hello,
Thank you for your feedback.
We apologize for the breakage of the bottle due to a lack of protection during shipping.
Fortunately, the situation has been resolved with a credit note, and we hope this has compensated for the inconvenience.
We take your comment into account to improve our packaging in the future.
Thank you for your understanding,
The Materiel-velo.com team
T
Thierry D.
Rating: 2 out of 5
following a purchase from 22/08/2025
The items are not in their original packaging; this made me doubt despite the explanatory paper.
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Response from Materiel-velo.com
Hello,
Thank you for your feedback.
We understand that the absence of original packaging may raise doubts.
Please know that the product is indeed new and comes with the same warranty as an item sold in its original packaging.
Feel free to reach out if you have any other questions,
The Materiel-velo.com team
L
Laurent D.
Rating: 1 out of 5
following a purchase from 19/08/2025
delivered
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Response from Materiel-velo.com
when that was not the case. The situation has since been resolved, and we thank you for your patience.
We hope to offer you a better experience with your next order and will value your trust.
Thank you again for your understanding,
The Materiel-velo.com team
C
Christophe M.
Rating: 2 out of 5
following a purchase from 18/08/2025
This sock model is extremely small; you need to account for 1 size or even 1 and a half above. I returned the pair and am waiting to be refunded to reorder.
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Response from Materiel-velo.com
Hello,
Thank you for your feedback.
Indeed, some models may run small depending on the brands, and we take note of your comment to adjust our size recommendations on the site.
Regarding your return, as soon as we receive the product in our services, the refund will be processed quickly. You will be informed by email as soon as it is done.
Thank you for your trust,
The Materiel-velo.com team
D
Daniel S.
Rating: 1 out of 5
following a purchase from 16/08/2025
I did not receive my package on the day mentioned by the carrier (La Poste)!! You are probably not responsible for this problem!? But it is rather annoying when you have to prepare your equipment for the weekend outing. Maybe you can pass the info to the carrier?? Best regards L.D
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Thomas G.
Rating: 2 out of 5
following a purchase from 12/08/2025
2 Stars why. When I go to a store for a potential return of bike materials, they tell me to do the procedures online. The same fight for a request for a specific part order. So, I ask the question, what is the purpose of franchised stores? Another topic, a year ago, I purchased a refurbished bike, and I have had nothing but problems with this bike, and clearly, I feel like I was taken for a fool. If you wish, I can take more time to discuss this topic.
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Response from Materiel-velo.com
Hello,
Thank you for your message and for taking the time to share your experience.
Regarding returns, it is indeed necessary to request them via your customer space, but our stores are also able to assist you in this process if you prefer to do it directly on-site. We will make an internal point to clarify this with our teams in the store.
Regarding the refurbished bike, we are sincerely sorry for the issues encountered. This is obviously not the experience we wish to offer. We invite you to contact the store where the bike was purchased directly so that a solution can be found as soon as possible.
We remain at your disposal if you wish to discuss further.
The Materiel-velo.com team
S
Sylvain A.
Rating: 1 out of 5
following a purchase from 26/07/2025
Hello,
Thank you for your message.
We are sorry to learn that the delivery did not take place as planned, especially when it impacts the preparation of your outings.
For your information, the package is indicated as delivered by La Poste on 23/08. Unfortunately, we have not received any message from you regarding a potential delivery issue, otherwise we could have intervened more quickly with the carrier.
Please do not hesitate to contact us directly in case of a problem - we are here to help you.
Thank you for your understanding,
The Materiel-velo.com team
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Response from Materiel-velo.com
I am satisfied with the equipment and the delivery time
E
Eric M.
Rating: 2 out of 5
following a purchase from 01/08/2025
The parts announced as available in Dijon were not available at all! 1 to 2 working days to get them turned into 4-5 days... In short, I will do otherwise than Materiel-velo.com next time...
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Response from Materiel-velo.com
Hello,
Thank you for taking the time to share your experience.
We are sincerely sorry for the discrepancy between the availability announcement and the actual delay. It happens, in rare cases, that a product displayed as available in the store is in the process of being restocked, which can extend the order processing time.
We are doing our best to improve the reliability of the information displayed online, and we apologize for this inconvenience.
Additionally, for the delay, please take into account that a weekend is included in the timeframe you indicated. We do not ship orders on weekends, and the stores reopen on Tuesdays.
Thank you for your understanding,
The Materiel-velo.com team
C
Christophe L.
Rating: 1 out of 5
following a purchase from 12/08/2025
A lot of time to process the order, difficulty in knowing the unavailable product, poor order tracking.
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Response from Materiel-velo.com
Hello,
Thank you for your feedback.
We are sorry for the unusual delay encountered during the processing of your order.
At this time, our supplier ASSOS faced logistical difficulties, which extended the restocking times beyond the initially announced 4 to 6 days.
We understand that the tracking did not meet your expectations and are actively working to improve communication and transparency regarding our timelines.
Thank you for your understanding,
The Materiel-velo.com team
G
Gilles R.
Rating: 1 out of 5
following a purchase from 11/08/2025
To be satisfied, the package should arrive on the scheduled dates. So to be satisfied I bought elsewhere. I am really not happy.
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Response from Materiel-velo.com
Hello,
Thank you for your feedback.
After reviewing your order, we have indeed shipped your package the day after it was placed. Your package was delivered within 24 hours following the shipment. Therefore, we do not understand your dissatisfaction.
We remain at your disposal
The Materiel-velo.com team
A
Antoine B.
Rating: 2 out of 5
following a purchase from 29/07/2025
The availability of products on the site is not guaranteed. The helmet purchased was no longer available, and the second replacement was not either.
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Response from Materiel-velo.com
Hello,
Thank you for your feedback.
We are sorry for this experience. Some of our products are indeed in the process of being restocked, and a note is indicated regarding this at the time of ordering.
It can happen, in rare cases, that an item is ultimately out of stock at the time of restocking. We do our utmost to avoid this type of situation and improve the accuracy of the displayed stock.
Thank you for your understanding.
B
Bernard L.
Rating: 1 out of 5
following a purchase from 31/07/2025
Hello, the delivery was scheduled according to DPD France on 13/08, the package arrived on 19/08. This is my second bad experience with this carrier that I will no longer use.
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Response from Materiel-velo.com
Hello,
Thank you for your message.
We are sorry for this delivery delay. This is unfortunately an incident beyond our control, related to the carrier.
We fully understand your frustration and will pass this type of feedback to our logistics partner to improve the service.
Thank you for your understanding.
N
Noël C.
Rating: 1 out of 5
following a purchase from 07/08/2025
The BPM transmitter I sent you still does not work despite the instructions given in return by the Bryton team, regarding the update of the counter and the battery change after 3 minutes of waiting. What to do?
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Response from Materiel-velo.com
Hello,
Thank you for your message.
We are sorry to learn that your BPM transmitter still does not work despite the actions taken. This is an issue that falls under after-sales service. We invite you to contact us via our contact form so that we can assist you better.
Thank you for your understanding.
R
Raphael J.
Rating: 2 out of 5
following a purchase from 28/07/2025
Delivery time of 12 days instead of the 2 to 4 days announced; products available on the site when they were not! My order was urgent (departure on vacation), so I ordered the same product from another supplier who delivered me in 48 hours. I now have an extra set of pedals! Best regards.
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Charles M.
Rating: 2 out of 5
following a purchase from 04/08/2025
One of the purchased products has a defect. These things happen; I just hope for good handling in this case. Thank you.
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Response from Materiel-velo.com
Hello Charles,
Thank you for your feedback. We are sorry to hear that one of your products has a defect. Please be assured that we will do everything possible to assist you in addressing this issue. Do not hesitate to contact our customer service for quick assistance.
Best regards,
The Materiel-velo.com team
B
Bernard G.
Rating: 2 out of 5
following a purchase from 24/07/2025
Delivery time a bit too long.
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Response from Materiel-velo.com
Hello Bernard,
Thank you for your feedback, and we understand your frustration regarding the delivery time. We are constantly striving to improve our services and take your comments into account. Please do not hesitate to contact us for any questions or assistance you may need.
Best regards,
The Materiel-velo.com team
B
Bernard V.
Rating: 1 out of 5
following a purchase from 28/07/2025
Long delivery times Defective product return at the customer's expense. Replacement of the product date unknown
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Response from Materiel-velo.com
Hello Noël,
Thank you for taking the time to share your experience. We are sorry to learn that you encountered difficulties with your order. Your feedback is valuable and we are constantly working to improve our service. We have noted that your return could be processed and a refund has been put in place.
Best regards,
The Materiel-velo.com team
T
Thierry R.
Rating: 1 out of 5
following a purchase from 31/07/2025
Terrible delivery time unacceptable Never order from the site again No complaints against the sellers at the Motte Servolex store
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Response from Materiel-velo.com
Hello Bernard,
Thank you for taking the time to share your opinion. We are sorry to learn that your delivery experience did not meet your expectations. Indeed, we experienced a delay episode at the end of July. Your feedback is valuable and helps us improve our service. We are sure we can do better next time.
Best regards,
The Materiel-velo.com team
L
Laurent D.
Rating: 1 out of 5
following a purchase from 30/07/2025
The model has been returned, we are waiting for the refund
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Response from Materiel-velo.com
Hello,
We are having trouble understanding your 1-star rating given that this is simply a return from your side.
It has been processed and the refund has been made quickly.
Best regards,
The team at Materiel-velo.com
B
Bernard M.
Rating: 1 out of 5
following a purchase from 26/07/2025
No issues, product conforms and delivery time respected
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Response from Materiel-velo.com
Thank you for your feedback, you selected 1 star while your review seems positive.
J
Jerome S.
Rating: 1 out of 5
following a purchase from 20/07/2025
The package was delivered damaged, and I am still inspecting whether the product is damaged or not. It is shameful to send a fragile product worth nearly €1000 in such packaging!!!
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Sebastien V.
Rating: 2 out of 5
following a purchase from 18/07/2025
Half of the order was refunded because products were unavailable.
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Henri T.
Rating: 2 out of 5
following a purchase from 22/07/2025
Too long compared to the indicative time at the time of purchase.
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Hervé R.
Rating: 1 out of 5
following a purchase from 24/07/2025
The 5 mm spacer arrived perfectly on time and exactly met my expectations, however it arrived without the appropriate screws. I therefore ordered them following the recommendations of customer service, paying the shipping costs again, and... they are too long and unusable. I recommend that you provide appropriate screws from the start, of the right size to avoid much frustration.
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Response from Materiel-velo.com
Hello,
Thank you for your feedback.
We are pleased to learn that the received spacer met your expectations, but we regret the frustration caused by the screw issue.
However, we would like to clarify that, as indicated in the product description, the spacers are delivered without screws. This is due to the modularity of these spacers, which can be used in different configurations (heights and stacking and types of pedals), making it impossible to provide universal screws.
Please feel free to contact our customer service if we can assist you further.
Best regards,
Théo
Customer Service – Matériel-Vélo.com
T
Thierry R.
Rating: 1 out of 5
following a purchase from 24/07/2025
Delivery to a pickup point other than the one chosen
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Response from Materiel-velo.com
Hello Thierry,
Thank you for taking the time to share your feedback and for sharing your experience. We apologize for this delivery modification not meeting your expectations.
Indeed, this time of year is exceptional and sometimes carriers take the initiative to change the address of the pickup point during delivery, due to the closure of the pickup point you initially chose.
This modification is necessary to ensure the delivery of your order in the best possible time.
We remain at your disposal.
The team at materiel-velo.com
F
François N.
Rating: 1 out of 5
following a purchase from 24/07/2025
Materials not conforming to the description
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Response from Materiel-velo.com
Hello,
Thank you for your feedback.
We are sorry to learn that the material received did not match your expectations according to the description. To date, we unfortunately do not find any exchange from you on this subject, which does not allow us to precisely trace the situation or provide an appropriate solution.
We invite you to contact our customer service with the details of your order so that we can verify this together and, if necessary, correct what needs to be corrected.
Our priority remains your satisfaction, and we are here to help you as best as we can.
Best regards,
Customer Service – Matériel Vélo
E
Eric L.
Rating: 2 out of 5
following a purchase from 11/06/2025
I ordered a part in after-sales service for my XLC AZURA bike rack and received a model that does not match.
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Response from Materiel-velo.com
Hello,
Thank you for your feedback.
We are sorry for the initial error in sending the after-sales part for your XLC Azura bike rack. That said, we are pleased that our exchanges allowed us to find a satisfactory solution, with the implementation of a complete standard exchange of the bike rack.
We hope this resolution brings you complete satisfaction and remain at your disposal if needed.
Best regards,
Théo
Customer Service – Matériel-Vélo.com
G
Gil V.
Rating: 1 out of 5
following a purchase from 23/07/2025
unlike my first order of a pair of Bontrager wheels, packaged and shipped in the best conditions. My second order, also for a pair of Vision wheels, was prepared with a glaring lack of professionalism!!! One single box (not suitable for 2 wheels) and an axle that pierces the paper envelope sticking out 5 cm outside! As a result, the rear wheel axle scraped the ground or was shocked during transport and is all scratched. Moreover, the wheels inside were under tension against each other. This lack of preparation and verification before shipping is simply lamentable.
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Response from Materiel-velo.com
Hello,
Thank you for taking the time to share your feedback.
We are sorry to learn that your second order did not bring you complete satisfaction, and we fully understand your disappointment given the condition in which you received your Vision wheels.
However, we would like to clarify that the packaging you received is the one provided directly by the Vision brand. It is a standard packaging used by the manufacturer, over which we unfortunately have no control, except for specific requests or exceptional reconditioning. That being said, your situation remains an isolated case among a large number of wheels shipped in their original packaging, without incident.
We will nevertheless forward your comment to our logistics department, as well as to the brand, to report this type of malfunction and improve the packaging if necessary.
We had exchanged on this subject by phone and email and had finally found an arrangement together.
We remain at your disposal for any further questions or assistance.
Best regards,
Théo
Customer Service – Matériel-Vélo.com
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