I'm curious as to whether my recent experiences with Fox are unique/unlucky? I like their kit in general, it usually looks good and fits well. I've had mixed experiences over the years with how long it lasts but the recent hassle I've had has majorly put me off buying stuff directly from them again.
They frequently have sales on and during one of these (mid summer) I bought some flexair trousers. They looked a bit funny but fitted great, barely knew you had them on etc. The zip on a pocket broke literally the 2nd time I put them on. I carry my phone and wallet in the pockets, so a busted zip = bad news.
Fox saw the photos I had to send them and said I could either have a refund or pay £70 more for a pair in a different colour. I wasn't about to spend even more cash on something with questionable build quality so opted for a refund. I have proof they've received them back (a week ago) to process the refund, yet they say I must wait until they send them back to Holland next week to start the process of getting my money back?
So they don't back up the quality of their kit and make you wait a long time if you need to get your money back. I've had no emails from them saying what's going on and in general feel they've been pretty lousy.
I mentioned this hassle to mates I ride with and whilst their helmets and shorts get the thumbs up, others say the rest of their kit tends to fall apart too. They also wouldn't offer me a crash replacement discount after I cracked my Speedfame lid earlier in the year. Anyway, just thought i'd share my experiences of what their idea of support is. Curious to know how others have got on?
My wife has just sent some knee pads back (to a UK address) because she bought 2 sizes to try.
I’ll try to remember to ask her how the refund goes.
It just sounds like they've got some sort of slow, centralised distribution system and it has to go through the system to get to the right place for the refund.
Fox stuff looks great and their jerseys are the only ones that fit me perfectly and also they adhere to some sort of standardised sizing across the range. Other brands are all over the place and its a total crapshoot whether stuff will fit. Not with Fox; a Medium is always a Medium in my experience.
Longevity-wise - I've never had to warranty anything and not had any issues with stuff wearing out prematurely.
I warrantied a pair of waterproof fox trousers through CRC and CRC said fox wanted ‘Proof of destruction’ before issuing refund
So I was to cut the legs off them
Needless to say I tucked the legs inside the top of the trousers,had an old wrecked pair of waterproof trousers I cut legs off and sent pics of that
They accepted this and refunded me,In a way it was payback for not offering ANY crash replacement on a brand new Fullfacer I smashed on first ride
I had the same thing returning something to bikeinn in Spain. Was received at their returns address, which is UK but had to wait another 3 weeks until they got processed and back to Spain I presume. Rubbish but did get the refund in the end.
Bought some flex air (defend variation I think) and apart from some of the air vents snagging on my pedal pins (after crashing/jettisons etc) have been impressed with them. Had them about a year now. Never really put stuff in the pockets though and think I might avoid doing it now. Hope you get it sorted OP
10 years ago I bought some Fox Demo shorts from Leisure Lakes. The first time I wore them the ratchet strap waist fastener broke.
I contacted LL and they said send them back for a refund. I sent them back, a week after they had been delivered (signed for) I still hadn't heard anything. Emailed LL and they said they had to send the shorts to their supplier for inspection before they could issue a refund!
I replied quoting the Sale Of Goods Act and received an almost immediate refund.
Had loads of other Fox stuff since with no issues but it put me off buying from Leisure Lakes for a long time.
devash
It just sounds like they’ve got some sort of slow, centralised distribution system and it has to go through the system to get to the right place for the refund.
They're based in the Netherlands. They've provided a UK address so you can get free return post, but the item needs to go back to them to be processed, and because Brexit, that takes longer.
So they don’t back up the quality of their kit and make you wait a long time if you need to get your money back.
Sound like they have back up their quality with a similar service - burst zip on second wearing suggests awful quality.
You'll get your money back and then go buy from another company.
