Review Time
The experience I’ve had with raild (EXACT same guys.. different name) has been nothing short of apalling and incredibly Unprofessional.I first saw a listing from Eugene’s fb market place listing onyx vespers at a “cost price special” in early October 2023. I tho wanted a classic hub, so I messaged him about them to which he replied he can get them in the specific colour I was after and has current stock of plain colours. He quoted me that it would be a “upto a 2 month wait” for a gold one to be ordered in2 months passed and I asked for an update, to which he said he’s almost ready to process an order (keep in mind the 2 month time previously quoted”Another month passed with no communication so I checked in to which he said he still hasn’t placed the order yet…..Bunch of nothing back and forth happened for the next monthThen I asked for an update at the very end of Feb 2024, to which with my *6* follow-ups over the course of an entire month, I heard 0 word from Him, no response nothing whatsoever.At the end of march he finalley responded and said he had ordered them (keep in mind march)I then went another month and a half with me trying to contact him with surprise surprise, zero response from him (with my asking for an update)Just a few days ago I received the first communication in 1.5 months stating that he isn’t confident he or onyx can provide good warranty support in Australia and has sent *ALL* his stock back, to which he offered me a full refund of the $205 deposit I paidIt’s worth mentioning he never contacted me first, always me begging for a responseThis whole experience has been appalling. I cannot recomend AGAINST raild wheels enough, and that you find ANYONE else to build your wheels or buy components from. This is due to this disgusting customer service )or should I say lack of) and terrible communication on his part.See screen shots for proof of “customer service”Raild wheels and E****** I hope you see this and take notes as this is incredibly poor***UPDATE aa year after my initial google review of raild wheels (same guys different name): whilst my review is now over a year old, many riders I know personalley who have bought entire wheelsets, have the exact same complaint with the lack of customer service, this goes for warranty jobs as well, luckily enough, other riders which we're looking into getting other "things" off eugene have been open minded enough and listened to others & myself's experience with raild. All bar 2 riders I know who have purchased wheels & parts off raild/ the brig have this same complaint. My point still stands: look ANYWHERE else.....this review is one thing... how "they" allegedly grey import all their stock is a whole another can of worms which should be much more well known. This I have verified through 3 reputable names
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