Diamondback BicyclesReviews of diamondback.com

First, the delivery required a signature to get delivered which made it a real challenge as I work during the day, I took the day off on the day it was "supposed" to arrive but it never did, so I had them switch the new delivery date to a FedEx office which turned out to be a nightmare, the one they chose to have it delivered to was a downtown location that had no nearby parking, what an ordeal to get the boxed bike to my vehicle. When I unboxed the bike some of the parts were loose and had fallen out of the box, like the QR seat collar clamp, what a fiasco dealing with poor customer service to get those parts! FINALLY, after weeks of dealing with them, I had the bike to the point that I could ride it... OMG the shifting was so far out of whack! The derailleur was not even close to being in tune, It was as if all they did was attach the cable, usually from a mail-order bike they are pretty close to being in tune, with a few minor tweaks I can get it dialed in with simple cable tension adjustment, NOT in this case, the shifting is so far out of alignment I will have to take it to a shop, and spend MORE time and money, this will be my last DB bike. UPDATE: Now I have realized the bike came with smaller tires than was spec'd on their website, I tried dealing with customer service again and it was surreal, it seems they know VERY LITTLE about bikes. their answers are very evasive, and would not answer at all about the smaller diameter tires that came on the MTB, as far as I am concerned they owe me tires, looks like that's not going to happen.

Bike arrived with both rotors bent. Diamondback customer service talks to me with such an attitude like they are pissed off at me for it. So I’ve been dealing with the headache of the damage, repairs AND the process of getting help for it. Diamondback after a month now is still arguing with me about the damage and cost and just doing the complete opposite of helping.

New Sync R 29 came a couple months ago. So far I am in need of replacement crank arms, bottom bracket and a seat dropper. Customer service has been of little or no help (Nathaniel is utterly arrogant and Eric is nice, tells good stories but generally provides little help). Diamondback apparently carries no spare parts, so either you have to contact the manufacturer of the parts yourself (and hope to hell they have them in stock) or buy them aftermarket. Too soon for a bike to fall apart, and no help from the company when it did.

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.

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.