I posted two reviews on Trustpilot that accurately reflect my experience with Cicli Mattio. Both were taken down at the business owner's request. I have received direct communication from the business, confronting me about my reviews and suggesting that my reaction to the experience and the treatment was the problem. I believe this violates their terms of use, and I have reported it to Trustpilot.If you read other one-star reviews, of which there are a number, they contain expressions that are much more problematic than what I said. After successfully censoring me, they left an inappropriate response on my last review, which I have reported to Trustpilot. The core of my complaint is that Cicli Mattio provided UPS, the carrier that shipped the Bianchi Specialissima Pro I purchased for $5,856.39, with an invoice in Italian.There was no commercial invoice, which appears to be their standard business practice. This made it difficult to clear customs. Cicli Mattio asked me to contact UPS, which I did. I learned that they had difficulty understanding the invoice. UPS asked me what the package contained, which I explained and documented in several emails. They decided to apply HTS (Harmonised Tariff Schedule) code 8714.99.8000 - other bicycle parts and accessories, not elsewhere specified.Cicli Mattio should have provided a proper commercial invoice in English and included an HTS code for every line item to avoid this headache. The bicycle I purchased qualified for HTS code 8712.00.2500 - bicycles (not motorised) with both wheels larger than 63.5 cm (25 inches) in diameter, weighing under 16.3 kg (35.9 lbs), and not designed for tyres wider than 4.13 cm (1.63 inches).The customer service representative I worked with was communicative but clueless. Not only did the messages I received contain misspellings, but they also demonstrated an alarming lack of understanding of international commerce. According to them, they ship "houndreds[sic] of bikes a month," and "always did it this way."Clearly, they have not consulted a customs broker to improve this experience. Ultimately, I refused to accept the bicycle and had to escalate to PayPal for a refund. After providing a full refund, as required by PayPal, they said they made a mistake and that I should refund their shipping costs. I consider this unethical.My experience with Cicli Mattio remains both upsetting and disappointing. I'm still dealing with UPS and the excessive customs charges they assessed based on the botched documentation. They sent me to collections, even though I refused the shipment. I recently purchased a bike from a brand that sells direct to consumers. It was a vastly better experience.Avoid.Response to the business: What has apparently not changed is the awful customer service and the profound lack of empathy and ethics.
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Siamo un team che negli anni è diventato il riferimento per chi di ciclismo ne fa professione, mestiere, ne fa una ragione di vita, di piacere. Ci sentiamo in grado di accompagnarvi, di darvi le giuste chiavi per entrare nel mondo, fantastico, delle “due ruote”.
Siamo persone appassionate di ciclismo, che cercano di offrire, oltre a prodotti di ottima qualità, competenze e professionalità… quel qualcosa in più che siamo certi vi farà venire voglia di ritornare da Cicli Mattio.See more
