Diamondback BicyclesReviews of diamondback.com

I bought a Diamond Back Ascent MTB with a Cro-Mo frame and forks. I had a lot of trouble with the headset coming loose. Tried preplacing the headset; still no good. I worked out in the end that the headtube top and bottom was not parallel; so the headset bearings have had a massive amount of load on just one part of the bearing ever since the bike was new. I took the frame to Mercian Cycles (who manufacture bike frames as well as do repairs) in Derby, they faced the headtube. This has sorted all the headset problems out straight away. The bike now works properly, which is something it has never done before in the 30 years since it was brand new!

I have purchased two bikes from their web site on May 3rd one of them came unregulated and the other one is already showing wheel problems. I tried to contact them 3 weeks ago for the first time and got no response. This past week I tried twice again and nothing, not even their phone number works. Based on the customer rights and their own return policy I have 30 days to return the items, which I filled a claim for but never got any answer from them so, I'll definitely have to go legally after my rights.

Honestly, you get what you pay for I guess, but when I spend $2000 on a bike I would expect a few basic things as a minimum. Like getting the right tools to set assemble (I didn’t) and especially getting the right tires, one would also expect not having to replace the chain after 3.. count them 3 rides.. unbelievably bad customer service or support, take no responsibility whatsoever and offer no recourse - “wrong tires?? well we reserve the right to change them prior to delivery, no tools - well we can try and find something to send you, but you’d be better off going and buying your own out of pocket, chain broken after 3 rides? Just go buy a new one” serious wth?? I waited on phone for 45 mins to air my concerns and the sheer lack of empathy or help was disgusting. Certainly won’t be recommending these guys.. I’d avoid if I were you.

Wow, customer service went above and beyond. The bike quality is excellent. Thanks!

tl;dr: Two assembly issues. One of them could have hurt me badly. Both Diamondback and Summit (assembly store) failed to take ownership of issues. After a few months of use, the front wheel came off while riding. Thankfully I was OK, but bike finish got cosmetic damage from friction with tire. Diamondback showed no interest in owning the issue, and pushed it to Summit Bicycles (who assembled it). Summit also took no ownership, but at least offered to inspect the bike to ensure the damage wasn't structural. A few months after that I took the bike in to another shop to get a personal fitting. On putting the bike on the trainer for measurement, the tech discovered that the rear derailleur had been badly installed. The piece that held it in place had not been properly threaded onto the axle, and was now jammed. He made a temporary fix, and encouraged me to reach out to Diamondback and Summit. Diamondback again refused to take ownership. Summit offered to request and install the part free of charge, even though the rear wheel apparently comes installed from the factory (i.e. Diamondback's responsibility). Nice offer. Unfortunately they never made good on it, even after I followed up with them. I've now ordered the required part to fix the rear wheel myself, and will get the shop that diagnosed the issue to install it. They will also sell me my next bike. It will not be a Diamondback.