Problems with Endura customer service

I bought some of their shorts in a shop in Afan in June 22. Six months later they fell apart. I contacted them by email and they said to take back to the shop… but I live in Australia. Followed up with their social media team who said they would organise a new pair through the Australian distributor. But they didn’t. I got back on touch to say nothing had happened and they didn’t reply. I shan’t buy from them again.

Not great to hear, just purchased some bib liners

I've had to deal with Endura CS twice personally. Both times was fast and pain free.

I just repair my own damaged shorts. No delay.

They used to be good. <br />Since merging with/takeover by Pentland the customer service has been awful. <br />I’d not use them if I had the choice. 

I complained to them years ago about one too many problems. Basic response was to suck it up. I want to like Endura but had far too many issues over the years.

Sadly seem to be a company who operate whilst tolerating their customers, rather than having them as the focus of their existence

Not sure Xmas day is a good time to raise this as nothing can be done

I've been wearing Endura Singletrack shorts pretty much since they released them. Which is a hell of a long time ago.

I hardly wear them on the bike now though, more a slightly longer out in town/holiday wear type of thing, but they're still in good condition and no problems to report.

Aye but Endura have had 7 months to sort out the op.

Thanks all.

All my Endura kit (I almost live in Humvee 3/4’s) has been good … zips don’t last as long as the earlier kit but that lowering of quality is not unique to Endura.

Previous customer services experiences (a long time ago) have been good, but this has been dreadful.  My daughter has almost given up on ever getting her kit back but I am made of different stuff and intend to give them grief until they get their act together.

Yes, they have had 7 months to sort this out so posting on Christmas Day isn’t going to make much difference as they’ve done nowt (beyond hollow promises) on any other day. 

My experience with Endura customer service, admittedly over ten years ago, was awful. The most unhelpful brand I've ever dealt with. I came to the conclusion that there was something rotten in their customer-facing culture and decided never to buy from them again. There are lots of brands out there making kit that's as good or better, who actually seem to give a stuff about their customers. I wonder if their customer service team is still the same people or at least those people have shaped the way they still operate.

Not had great experiences here. I won't go into the details, but i think i was being reasonable and i didn't come away satisfied and it changed my appreciation of the brand.

I gave up on Endura after one too many of their garments fell apart inside what I'd expect to be a decent lifespan.

Like Alpkit probably got a bit big and started to feel entitled to our support.

Have a look at Galibier, OP.

+1 given up Endura for poor quality and lack of answering an email.

Altura, Galibier etc are better imo.

Agreed, Galibier and Altura. Solid kit for the money. A worthy mention is the Galibier insulated gilets, they're brilliant.

Thanks all - have some Altura kit which is nice and will look at Galibier.  In the meantime I will see what I can do with Endura ….

Everything I've bought from Endura in the last few years has fallen apart somewhere between 6 months and 6 rides. Their customer service was even worse than the retailers from which the items were purchased.

Might be fickle but I'd never buy anything with their name on it again.

It's a shame really because their gloves fitted me really well. Shorts and jackets were hit and miss on sizing but I did actually quite like their kit. 

However, if your planning to market yourselves as a leading brand, your stuff kind of needs to stay in one piece for more than 6 months of light use. And, if it doesn't you probably shouldn't shirk all responsibility and refuse warranty claims. I kind of figured, based on my experiences that if they were actually paying out for every warranty claim they'd probably bankrupt themselves. Having to replace every pair of gloves/ shorts/ jackets that they'd sold 4 times under warranty must sting a bit... 

Crash repair

Upon receipt we will assess the damage to your garment and will then email or call you to confirm if we believe the garment can be repaired and to what standard
There is a standard cost of £15 for a repair. Occasionally, for more complex or extensive damage, we may have to charge more but we would always advise this for approval prior to commencing any repair work

As mentioned, I do it myself, or if more severe bin it, or ask MrsF to do it, she has more sewing machines than I have bikes.

I've seen the the Rapha repairs and they just stick a patch on - I know my wife can repair without such obvious patching.

I'd never think to send crash damaged stuff back - it's not hard to sort a repair.

I have (had) an MT500 suit (not cheap) which tore on its first ride after a slow tumble, my fault. It's been a couple of months away for a repair and I can't get anyone to reply to emails or pick up the phone now.

What an expensive mistake, thought I was buying the best but haven't really got to find out 😞

Wish I had bought something cheaper/disposable right now but liked the repair/eco ethics they claim to have.

Sounds like the pentland thing might have broken their customer service...

Used to swear by endura, especially as they carried bigger sizes. Have since moved to buying Troy Lee Designs kit, their sizing is bang on accurate and the quality of the kit seems better, albeit at a higher price usually but if you can shop around you can usually always find deals or land on a webpage with a "sign up for 10% off your first order" promo

Update.

Out of the blue Endura got in touch and asked if things had been resolved …. They seemed to have no idea but could thankfully blame “new systems” (just like every company that gets something wrong).

Final result - a brand new set of Pro SL bib shorts has turned up.  So thanks to Endura for sorting things out.

The only Endura kit I've seen of late that has been decent, has been my son's cycle club warm up jersey and his waterproof jacket. Both reasonably priced, fit well, function well and haven't fallen apart in the 12 months of heavy wear. I've had my fingers burnt far too many times to buy Endura for myself.

Wish I had bought something cheaper/disposable right now but liked the repair/eco ethics they claim to have.

I liked the repair idea, I sent a pair of mtr500 II trousers as I had a little rip under the seat, they came back with a patch on, despite the surrounding area looking like it will also go soon, only 1 year old

I've been using kit from all manufacturers all the time I've biked (including lots from Endura), never had an issue with any of them - and when I've crashed/damaged or stuff likes zips have failed I've just got them repaired locally.

And who only has one of anything?

Final result – a brand new set of Pro SL bib shorts has turned up.  So thanks to Endura for sorting things out.

And it only took nine months..? 😉

I have an MT500 2 waterproof jacket which I bought  in March 2022. Its been worn about 20 times and the seam sealant tape is peeling away in multiple places.

I emailed Endura asking for details of their repair service and received a reply referring to my “Speedo” product and asking for a receipt/invoice. I replied, but as I no longer have the receipt they say they cant “offer any resolution”

Im a tad disappointed as its bad enough having a relatively expensive garment fall apart literally at the seams but I wasnt asking for a refund or exchange - I just wanted them to repair the jacket and was prepared to pay for the service.