Ultimately the price point and the components seemed a better fit for me. Picked up a Capra pro race 29er and absolutely love it. ", "I tried to post a review for this place a while back, right after I bought two…", "UNDERWHELMING ! But interestingly my YT online account still says 'The order is in process'! Thanks YT!! "it`s quite busy right now..."). I ordered a spare part 2 months ago, and I can't use the bike without it... Of course money already booked off my credit card.Never again a YT bike!!! I would be very apprehensive ordering another bike off them after this. We bought our son is 26” Jeffsy bike at the peak of Covid. It packed up after 3 rides I had it checked at a shimano centre first to avoid returning to Germany . If you looking at a premium bike spend your money elsewhere as the service is unprofessional from start to finish. The wholesale and retail margins associated with a traditional distribution model are not part of the equation anymore. Got home, open the bike and was missing the stickers (no big deal right) but also the had packed two right pedals (at this point am getting upset) I emailed the rep that has been taking care of my questions and he just said "sorry that you are not having a good customer experience with us" your water bottle will arrive the first week of July which I doubt it now as far as the stickers,he just said "we are fresh out of stickers, but check in few weeks and we'll send you some your way.Honestly, what should I be calling to see when the stickers will be available?? Shame as I had thought highly of them till now. I got an email later that day or next, indicating that my bike had shipped. It's a nice, safe ride from DP Harbor to San Clemente Pier. I couldn't believe it. I have had to resort to reporting them to PayPal which they currently haven't replied to either. Then I was notified that the replacement frame is out of stock. YT makes a great bike  amazing vibe and knowledgeable reps without being pretentious. I have been trying to cancel my order & I have to say I have never experienced anything like it they do not respond to emails & wont answer the phone. I genuinely feel like i`ve been conned. Again, on a scale of 1-5, with 5 being the highest possible score, this customer gives them a 10! But I also ordered replacement mech hangers..not in the box, no notice of back order, in fact no despatch note at all? Overall email reply time is ca: 1-2 weeks and phone que is approx. It is just a shame that communications are poor between placing the order and delivery. Bike "in stock", money paid, then that`s it. If you do some research you can find hundreds of capra owners that had the same issue even 2 or 3 times and lots of horror stories about their customer service. No one answering the phone (tried to call them at least 20 times, waiting around 45 mintues at each occasion), no reply on my emails. Update as of 21st Oct: After speaking with the helpful staff at Guildford they assured me they could view my order and it would be shipped imminently. Exceeded my expectations. Customers service is non-existent. My chainstay developed cracks from the 2 small holes facing down. Customer service is appalling. They have had my bike for 8 weeks now, and still no clue on if/when it will ever be returned to me as I cannot get a response out of their workshop/customer service.Absolutely appalling customer service. Intro. Write a review. Got a new bike via YT, was a bit late arriving but nbd. because the pedals I ordered from REI hadn't come in yet and the fact that the bike even came with pedals regardless if they're nice or not was great because I could at least take the bike for a spin. Put an order through at beginning of OCtober for £5200.Emailed 6 times since. I get no replies from email atall, and the customer service line hangs you up after 20 mins.Please avoid. 3 months after ordering, 1 month of no reply from YT and I'm still waiting on the parts.... Had my bike sent over to Germany for crash replacement (which I am paying for) for them first of all to tell me the part isn’t available, but a used one is available (which I am fine with as it was a heavily reduced price). They just ignore you. Write a review. My wife and I headed in here for stuff on my wife's list.....sweat…". They haven't improved their customer service much, although the YT Mill helps they are mostly powerless to do anything, even process a refund. (....still on hold. Originally I had spoken to Chris in the office upstairs about a secondhand Capra that I was considering buying. Got a new bike via YT, was a bit late arriving but nbd. Avoid at all cost. No customer service whatsoever. I ordered a Jeffsy 29 Pro about 2 months ago, and with the pandemic I expected a lengthy wait. From my initial purchase to current ownership of my Jeffsy, they have always responded within hours or instantly with all my email inquiries.I received my bike in early 2019 with a damaged rear derailleur due to shipping and they sent out an upgraded derailleur via next day air!They have created a customer for life and I will definitely be purchasing my future bikes from YT in the future!!!#liveuncaged. Every email takes 3 days plus to get a reply, there is no sense of customer service and in total I have now been without a bike for two months.My YT Jeffsy is currently a box of spare parts in my garage. They do not respond to emails or calls. And did I mention, my Jeffsy is an amazing bike. They arranged a demo on the Capra and the Decoy which was second to none. © 2020 Trustpilot A/S. So bike had to be returned to Germany (a lot of hassle) where it remains since 31st July. We had a problem with the bike - my fault - and within 24 hours they had me completely covered with a solution. for over 6 months and am happy with my purchase. Come on YT - sort it out!I'm cancelling my order, regardless of the excellent value the spec offers. Everyone knows the bikes are sick (if nothing goes wrong) but the customer service is shocking. It seems that YT really had the riders in mind when creating the Jeffsy. Bike "in stock", money paid, then that`s it. Who knows. The reason given for lack of communication and updates from Germany was a change in logistics software. YT UK: A brilliant and positive customer experience. So you think you deal with a German brand who produces components in Asia. Ordered my bike in august. Have ridden it 3 times and can't wait to keep riding it. The direct may save you money but it will cost you time in life and any happiness of enjoying the bike And if you buy these second hand the YT company will not honor any issues hat so ever ( they wash their hands of you and everyone is selling these bikes they have a sh!t battery installed ) So instead buy from a reputable dealer like trek or specialized and get a quality network. Obviously, I only realised this on my first ride. Climbs well, hops over logs and rocks fantastic, and really shines in my favorite part which is popping it off every root, rock, and gravel lip I see! According to YT it was always maintenece problem and they want charge me for repairs Strange thing because when I put claims directly to components producers (with same pictures & description) they give me new parts without hesitation. I got the Decoy pro and it assembled easily and everything worked as it's supposed to. Ws due 4th November.I have been chasing a delivery date for over 6 weeks, despite countess emails had no response until this morning. Opened a service ticket for a faulty shock on a new bike on 13-sept as of today no response after 3 weeks.Tried to call but no response even after 15+ min waiting.Is this normal? Business hours may be different today. I visited the website and did some research and made a decision to buy the Jeffsy Comp Pro. My buddy who is beyond a bike enthusiast helped me build it and just couldn’t believe how well the bike was packaged for shipping, the the attention to detail that was apparent in how it was mostly built in the factory. Have now had my Capra for over 6 months and am happy with my purchase. I've purchased 2 x yts in last 2 years which touch wood have been ok, but ordered some bits off them a month ago an I've not received any goods or even had any tracking details. Tried to contact customer services who after being on hold for 3.5 hours told me to go online and fill out a warranty form! I dropped a few emails every now and then to confirm delivery status and always got a reply with 15 minutes of my sending time. "it`s quite busy right now..."). I was just fine with that, paid my bill, and sat back with anticipation. Best advice is avoid until they invest in a customer service department. 2.3. yt-indust ries.com. My advice to anyone buying a yt decoy is don’t be taken in by the showrooms or nice people which they are- if your bike goes wrong you are left without a ride and no idea when or if it’s being repaired. YT Industries Reviews 76 • Poor . Indeed, that is more or less what happened. )They finally agreed to inspect the bike and now want £400 to replace a chainstay which has very clearly failed. Zero chance on the phone no matter how patient you are. "Well we can thank the Corona Virus for us being in the market for a new treadmill. But I also ordered replacement mech hangers..not in the box, no notice of back order, in fact no despatch note at all? Zero chance on the phone no matter how patient you are. After confirming I am happy for this happen I have had to wait an additional 2 weeks to pay/confirm the work has been done. Great bikes completely let down by truly sub standard warranty support. I discovered them when they were allready there for some time. COVID update: YT Industries has updated their hours and services. Great bikes and great customer service!! It's just not for me. These savings are passed on directly to you, the customer. Every communication is hard work. Their customer service is next to non-existent and the lead times they quote on their website are missleading. They are not a new set up like they want you to believe .. YT are known for creating amazing bikes but there customer service is terrible. (....still on hold. We bought our son is 26” Jeffsy bike at the peak of Covid. Avoid avoid avoid!!! I haven't ridden the Jeffsy on the trails due to work, but this weekend I will. Tried to contact customer services who after being on hold for 3.5 hours told me to go online and fill out a warranty form! Your experience matters. I dread to think what the customer service of this company would have been if I actually got one of their bikes and had a problem. My chainstay of course cracked again about 6 months later. So I send an email to customer services, get automated response aannnnd nothing else. I needed to get my Jeffsy carbon frame looked at under its 5 year warranty. If you looking at a premium bike spend your money elsewhere as the service is unprofessional from start to finish. The bike is more than I expected. Have since taken bike to showroom/ workshop in Guildford and received excellent customer service and personalised bike set up. Really cool guys and awesome bikes. Still haven’t got the bike back and now it is nine weeks and counting since I sent it to them to fix a problem that they knew about when selling the bike!Overall mind blowing how bad they treat their customers.