Reviews 4.3
2,634 total
Mario
1 reviews US
My power meter arrived CRACKED and with…
My power meter arrived CRACKED and with two dead batteries. I suspect that my cranks were returned by someone else and resold to me. Unfortunately I did not open the box to install the cranks because I wasn't ready to build the bike until after the 30-day return period. Power Meter City isn't helping me out except pushing me to the manufacturer. Unfortunately, I would recommend shopping with a larger business rather than helping out a small business. Power Meter City is not standing by the product that they sell nor did they do QC before sending the product out. At least a large business has some margin to take some hits on profit to prevent bad impressions on customers. Edit: I admit that I should’ve been responsible to inspect the product as soon as I received it and I did it. However, the reality is, I was provided a product that is defective. After spending well over $1000 on a product I would expect a some kind of gentleman’s agreement from a small business with the level of service that comes with them. I won’t be shopping here again nor will I recommend anyone else do either.
Date of experience: March 11, 2024
Hi Mario. Sorry to hear you are having issues with your power meter. We sent you a 100% brand new power meter. We don't and have never sold used products. In addition, it was delivered to you 3 months ago. We stand by every product we sell and you have a full 3-year warranty on your power meter. Regarding a return to us, just like at any business, large or small, it’s the customer’s responsibility to contact us with any issues within the return period. I’m sorry but we are not aware of any business that would accept a damaged product back months later. We stand by our decade long history of providing the best service and support in the business and are very proud of reviews here on TrustPilot. I show we are already assisting you in your warranty request and are happy to do so.
Kevin
1 reviews US
Exakt Dual Look SRM pedals..Power Meter City no help for return of nonconforming product
I purchased Exakt Dual Look SRM. The left pedal would not hold a charge, or calibrate. I contacted Power Meter City for return/exchange. Unfortunately, Power City was of no help. Told me to contact the manufacturer even thought it sold me the product and accepted my money.
Date of experience: June 27, 2023
Hey Kevin. Sorry for any issues with your EXAKT, but it's true that you have a warranty on the pedals with LOOK so they would be the ones to replace them for you. In addition, we're down to a set of EXAKT Singles so even if we were the manufacturer, we wouldn't be able to replace them at this time :) So sending LOOK a quick message is indeed the correct course of action. Pretty normal stuff here for a power meter warranty really. Please let us know if you need anything else!
Danny
1 reviews US
If no stars were available
If no stars were available, that would be the score. My GRX Stages 810 doesn't work! brand new doesn't work
Date of experience: April 29, 2023
Hi Danny.. Really sorry to hear that you are having trouble with your Stages, but you didn't reach out to us for a solution, for a new unit or anything :) All brand-new power meters come with a warranty so if it's not working correctly, you have options here. I'm not sure why you left us this review without even reaching out to us first? In addition, a faulty power meter isn't something we did wrong on our end (Stages makes it) and Trustpilot is for service reviews, not product reviews. We stand by the service we provided you on this order.
Meshal ALBaker
1 reviews KW
My experience in my crank shimano…
My experience in my crank shimano durace 9100 power meter is low power reading what should i do? Pls! Let me know how can i fixed this issue!!
Date of experience: February 21, 2023
Hi Meshal. Sorry to hear you are having problems with your power meter. Please understand Trustpilot is for service reviews. I see your power meter went from us to Kuwait in about 3 days, so I hope we did a good job there. It’s always our goal to provide 5-star customer service. If you are not happy with the product, you can absolutely leave your product feedback on our product pages. If you need assistance with any issues, you can send our support team an email and like all support tickets, we’ll jump on it. Unfortunately, leaving product feedback where we collect service reviews isn’t what we recommend or appreciate. Thank you!
Mariano Torras
1 reviews US
Lost package
I paid $700 and my package never arrived. I am not blaming you, but I need help recovering either my money or my goods.
Date of experience: January 24, 2023
Hi Mariano. We promptly shipped your order to your address and the tracking shows delivered. As we explained to you on previous correspondence, we can help you with a carrier claim and you can also contact PayPal (please do this if you have not already done so). If PayPal reaches out to us, we will immediately provide them with all of the information they require. I'm not sure this 1-Star review is justified as we did everything correctly on our end :)
Manuel Vargas
1 reviews NI
I have placed an order 10 days ago
I have placed an order 10 days ago, also no one have reach me yet, I have send almost every day a mail throught customer service and nothing, just well contact you soon.
Date of experience: May 04, 2022
Hi Manuel. Thank you for your review. We ship 99% of orders same day, however as we mentioned to you, your order triggered a fraud review with the credit card processor due to the high value and international credit card used. This is no fault of yours, however we have been working with the processor to release the funds to us, as we mentioned to you. We have gone ahead and shipped your order. Please let us know if there is anything else we can do and we hope you enjoy your shiny new power meter. Thank you
John Sanders
1 reviews US
Terrible return policy
Terrible return policy. You can't even try out the product and send it back if you don't like it. It can't be installed and has to be back in box like no one used it. Vey unhappy.
Date of experience: November 28, 2021
Hi John, I’m sorry our return policy caught you by surprise, that wasn’t our intent. We do link our return policy on every page on our website and its industry standard. It states that we’re happy to take items back for a full refund – no restocking fee or anything – but do ask that the item be new. Asking for a return to be in new condition is language you’ll find on pretty much every website out there. Perhaps our team can give you a call to see if we can work something out for you here. We always do our very best to help. Thank you again for your feedback.
Judith Fenner
1 reviews US
I purchased the duo power meter pedals…
I purchased the duo power meter pedals by favero I was so excited to finally receive them. I charge them and set the adjustments on easy to clip out. I put them on my bike and set out to try them. Unfortunately because I have a weak ankle I was unable to clip out. I had to take my shoe off to get out. I took them off and re-boxed them up. You would not take them back. I just spent over $700 and was stuck with them. I will not do business with you ever again. When I purchase a crank power meter, I will go to another source. I lost over $100 in order to resell them. That has left a sour taste in my mouth. I had been saving for months for these. I’m not sure how my experience would have been had I actually been able to use the pedals. But obviously you don’t care.
Date of experience: January 25, 2021
Hi Judith. Thank you for the review. It looks like this purchase is from about 4 months ago. We are sorry the pedals hurt your ankles. It's unfortunate because these are really popular pedals. As you correctly noted, we don't take returns on used power meters (for a variety of reasons but namely because they can't be resold as they would no longer have a warranty. This is common for any retailer and we make this super clear on our returns page - sorry for any confusion). However in similar situations, we'll always do whatever we can to help the customer, including offering them a steep discount on a future product - which usually more than offsets any cost of reselling them. We wish you a safe 2021 and are here if there is anything else we can do.
CTO
1 reviews US
Avoid at all cost.
I will try to use as few words as possible to describe an experience which I found appalling from this vendor. I purchased a SRM Origin Carbon crankset on Oct. 19th via Ebay, advised them on the 22nd that the unit was giving 15% more power than it should (I compared it to other unit I own performing simultaneous measurements with a trainer for example). No question about the unit being defective (I am a CTO in a high-tech company... I know my stuff). We jointly agreed to send the unit back to SRM for verification. It came back 5 weeks later... with the same problem verified by simultaneous comparison with Saris H3 (trainer) and Favero Assioma Duo (pedals), still 15% too high. They then REFUSED to take the unit back and reimburse me claiming I had passed the Ebay 30 day return period... I had to get SRM directly involved for him to accept to refund but while I sent him the unit the first week of December, I got the money back on December 28th after a Paypal refund request was closed. Read the return policy carefully: "the item has not been installed or used and all packaging including accessories, boxes and manuals are returned to us in the exact same condition as when shipped to you" means if you try your powermeter and find it defective you are on your own... That's a "hell" of a return policy! Furthermore their "damage item" policy states: "...Please contact us so we can assist in the repair or replacement of your item...." That was absolutely not the case for me. Power Meter City bluntly refused to replace or assist in the repair of this powermeter... it was never repaired. I also place a harsh judgement on the quality control and the engineering at SRM. To let a unit out in the field at 15% off the mark on a specification at +/-2% is totally unacceptable and places huge question marks on all their Origin or other crankset production in my regard. Again, I know my stuff high-tech and quality is what I do for a living. This crankset was nowhere close to anything I expected so far off it was unbelievable... So I turned around and bought something else form someone else... I fully expect Power Meter City to reply to this very negative reply in some way, possibly trying to look good as a result. Do not be fooled.
Date of experience: January 10, 2021
Hi there. Thank you for taking the time to leave us a review. We’re happy to provide some quick facts to address your concerns. It looks like this was an eBay purchase. According to our eBay team, this was a rather unusual situation where you didn’t want to deal with your warranty after saying all SRM power meters are faulty and they couldn’t properly fix it. After speaking with the manufacturer, it was determined the best course of action was a refund. (Please note used items don’t get refunds so an exception was made for you in agreement with the manufacturer.) However, you then decided to open up a PayPal case (admittedly, we’re still not sure why) that we then had to wait for PayPal to review and dismiss. As soon as they dismissed the case you filed we had your refund issued (literally the same day). We also kindly remind you that you’re still citing language from our website for an eBay purchase which I think also led to some confusion. As you transact with other business in the future, keep in mind every platform has its own policies. We’re super proud of our CS team (both here and on eBay) and welcome any customer to view our reviews. Our 4.9/5 TP rating here, and 100.0% feedback score on eBay, are the highest in the industry and we’re thrilled to have the business and the customers that we do. It was a pleasure to assist you and we wish you a safe 2021.
betty crane
1 reviews US
DISAPPOINTED in the return policy:::
very disappointed in the customer support: If anyone buys anything from this company it's yours for life : NO RETURN POLICY::: I rated this a 1 because of the support : Do your home work before buying:::::::;
Date of experience: August 03, 2020
Hi Betty. Thank you for contacting us this morning. That is simply not correct or fair of you to say. We gladly offer a 60-Day return policy on new items and issue customer refunds every single day, no questions asked on new items. We process over a dozen returns every day. I am sorry we don't take back used bicycle trainers for a cash refund. We are not aware of anyone that would. Our return policy is proudly linked right on our home page. We are at 800-208-1395 if there is anything else we can assist you with. Thank you
Tim Perry
1 reviews US
Terrible customer service..do yourself…
Terrible customer service..do yourself a favor and buy from clever.
Date of experience: July 31, 2020
Hi Tim. We’re actually known for our customer support and service and are really proud off all of our positive reviews which puts us at a 4.9/5 service rating. I don’t show any service ticket from you so I’m unsure what the issue is. We just called and left you a message. Please call us back at 800-208-1395 so we can help! Thanks
Andrew Sanders
1 reviews US
They don't value their customer.
I bought a power meter that arrived defective and stopped working on the first day that I used it. When I asked to exchange the product I was told it was out of stock, when I then asked to return it the response from power meter city was "we don't refund used products". I could understand this response if the product had failed after a month of use, however it was shocking to me that they wanted to stick me with a delivered defective unit, or stick me with store credit that I had nothing to spend it on since the product I needed was out of stock... I will definitely not buy from here again given their return policies and overall service. Edit: the response below from power meter city is misleading and wrong. I was never assured that I would receive a new power meter, I was told that I would have to go through the manufacturers warranty process and either get a repair or replacement at their discretion and with no guarantee of how long this would take. I also called the manufacturer myself to ensure prompt service, they did not reach out to me in response to power meter city contacting them. The customer service I received consisted of being told that it was not their fault that they sold me a broken product and that it was not their job to accept a return. I am shocked that they are trying to take credit for resolving this for me. Again, this is a product that was broken out of the box and power meter city only wanted to make sure that they got to keep every penny of my purchase. Sending an email to a company to ask them to work with me when I contact them on my own is not customer service in situation like this...
Date of experience: December 11, 2019
Hi Andrew. Thanks for leaving us a review as well as an edit. I’m sorry you feel that way. We have 4+ years of satisfied customers who rave about our service. It serves no purpose to be argumentative with you so I'll just say that we are extremely proud of our track record of customer service and there's nothing we won't do for a customer. You ordered our last unit so we told you the manufacturer would replace your power meter free of charge and that you would get a brand-new power meter. When we have extra stock, we’re happy to send out replacements and do it all the time. We also contacted the manufacturer for you to ensure they would prioritize your order and heard back from them today that they have so you should be all set. We wish you a great holiday and safe rides.
Andres Valderrama
1 reviews CO
Power meter city uses USPS
Power meter city uses USPS, cheap and unreliable shipping service. Shipping shows as delivered when it actually isn’t. My package arrived three days after it was showing as delivered in the USPS tracking site.
Date of experience: April 06, 2024
Hi Andres. Sorry if there was any carrier-related issue with the delivery of your order. However please understand that USPS is not "cheap" and they are used by almost every business in the US including every other bike shop. In addition, 99.9% of our shipments with them go off without a hitch. We are here if there is anything else we can assist you with. Thank you
Dustin
1 reviews US
Reads low
This power meter is about 10% to 15% low at all times, regardless of it being zeroed or calibrated
Date of experience: March 15, 2024
Hi Dustin and thanks for bringing this to our attention. I am sorry you are experiencing issues with your power meter and hope that the link I provided in the separate email has helped down the road to solving this issue.
Anthony Janicik
1 reviews US
I was (and still am) having a problem…
I was (and still am) having a problem with the app and the pedal. No attempt was made to help, the reaction was basically (paraphrased) .... that hasn't happened before, call Favero.
Date of experience: January 07, 2023
Hi Anthony. Thank you for your review. I know issues with bike parts can be frustrating and I'm sorry you felt our answer was paraphrased, but it wasn't. It was written by us, just for you :) As we explained, Favero can look at your pedal values through your app to see what is going on. This is not information we have access to (it's a closed system they use). We have been working with them for 7 years now and like us, they've never left a customer without support. While we can't control exactly how fast they respond, if you open up a ticket they will get back to you. I'm really sorry you felt our message was worthy of this review but it really was the right information to provide to you as they are the ones who can see what is going on and provide a fix for you. We are here if you have any other questions. Thank you
Darin Eckton
1 reviews US
crank arms not compatible with crank set teeth
I purchased 2 left crank arm 4iiii power meters, one was a 172.5 and the other a 175. I need to send them both back because they are not compatible with the teeth on my crank set. This was not clear when I purchased them. I wish there was something that showed the consumer something like, "If your crank teeth look like this, they will/will not be compatible." I hope the return policy works.
Date of experience: December 07, 2021
Hi Darin. Thanks for the review. I am sorry you purchased the wrong item for your bike. We do have close to 24x7 customer support to answer any product questions and very detailed product pages as well. In any event, our return policy always works for brand new items that haven’t been installed. Please let us know if there is anything else we can assist you with! Thank you
Leonis Vargas
1 reviews US
It is impossible to speak to someone.
It is impossible to speak to someone. I called about 15 times on 3 separate ocassions and got their answering machine every single time. Left a voice and never recieved a callback. I got the text saying that someone would contact me shortly but nothing. I had some problems receiving the product and tried to get a hold of them. I ended up receiving the product but haven’t used it yet. Not very happy to deal with a company that has a phone number but never uses it. On their reply back they wrote back implying a never left a message. That is absolutely incorrect. I did leave a message 100%. I tried to call once prior to placing the order and twice after. Each time 5 or 6 attempts clicking on every single option. I got the text message but never the callback.
Date of experience: February 21, 2020
Hi Leonis. Sorry you couldn't get through to us. We are here 7 days a week and work tirelessly to support all of our customers. If you were to leave us a message, you'd find that we would return your message often within minutes, even on a weekend. In fact, it's not uncommon for us to return messages late on a Friday or Saturday as well - we're always working :) Thanks again
dave gosnell
1 reviews CA
with exchange
If your in Canada, be aware. A $35usd charger cost 20 US in shipping, plus taxes and then $20 duty. All in, this replacement part cost me $100 for a simple charger for my SRM pedal. Maybe SRM could sell just the little dongle part and reduce the weight to a few grams.
Date of experience: April 18, 2023
Hi Dave. Thanks for the review and we appreciate your business. Yes, international shipping, even for small items, is expensive. We do offer a cheaper postal option, but the DHL shipping you selected is a bit more expensive (they deliver fast though!). We state all shipping expenses on our Checkout page as well as a message that talks about duties/taxes, in an attempt to be as transparent as possible. Please let us know if there is anything else we can assist you with. Thank you
R Asselin
1 reviews CA
Just to be clear, the rotor 2in power is brand new, I just said, Only the box is not new, maybe i Have received a return item.
I’m not really happy. The box is not new. I think I had receive a return item. At this moment, The powermeter is not on my bike yet. I don’t have the chance to test it. I hope is working well
Date of experience: February 12, 2023
Hi there. Thanks for the review. I can 100% assure you that you received a brand-new power meter and that you are the 1st owner of the product. We don't sell anything used, never have and never will. It's a ROTOR 2INpower box. Yes, those are a bit shaky, I know what you mean. The power meter is 100% brand new. We'd be thrilled if you'd consider revising this review in light of the fact that we supplied you with a shiny new power meter like you ordered. Thanks!
Jason St Pierre
1 reviews JP
Not sure why i paid for the express DHL…
Not sure why i paid for the express DHL when it took weeks for you to even ship it out. I had to email them 3-4 times requesting shipping info.
Date of experience: June 13, 2022
Hi Jason. Thanks for the review. I'm sorry if it took your order longer to ship than usual. It looks like it took about 1 week for us to get it shipped and we responded to all of your inquires promptly. In any event, we'll try to do better for you in the future. Most of our orders do ship quickly. Thanks again.
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At Power Meter City, we focus on ONE area only: power meters. Unlike others, we don’t deal with other bike parts, clothing, nutrition, or anything else that can distract us from what we love – yes, power meters! Our singular focus means we can offer you the best possible value, selection, advice and support.