Rule 28 Recensioni 

I've been meaning to write a review for a while because I often get compliments on my Rule 28 kit. I own a few pieces now (Dylan Johnson bibs and jersey, Obsidian Bib Tights, Pro Socks, new Long Sleeve Aero Jersey) and I've got a few more on my wish list as well. It's good quality morale kit that I feel fast riding in. Love the brand's performance focus, attention to detail, and overall transparency.

Worst Customer Experience for a very long time.

###Edit: My Response to the Rule28 Answer at the Buttom

In Short:

I still don't have everything I ordered to Germany last November 23 at the end of February 24.

The Black Week deal feels like a scam. I received a large part of the discount in the form of products that never arrived and they cannot deliver. After Month of back and forth now they are saying that they can credit me with the 0 euros for the missing jacket (179Euro in the Shop) and 37euro for the missing jersey (95euro in the Shop).

In Detail:

During Black Week, I placed a order for 600+ euros. The package did not arrive for multiple Weeks, and the Rule28 support did not respond by email, phone or Facebook. I then tried to find out where the package was myself. DHL said they had no access to it and only the sender could do that. After a few weeks, the support finally responded via chat and after some discussions, they sent a new package. This went via the Netherlands and was again immediately rejected by customs. Again, no proactive information from Rule28 even multiple Weeks in the process. I had to write dozens of messages, spoke to the delivery service and it turned out that customs had rejected the package without comment. This had absolutely nothing to do with me as the recipient, according to the sender.

After some back and forth, the first things were delivered to me after two months, but two things were still missing, a jacket and a jersey. Of course, I'm also chasing after the support, I suggested that I buy something else and we can offset it, but that was not accepted.

Since the things that arrived were great, I then ordered a Road Neo suit, which also arrived immediately. As soon as the suit arrived, the suggestion came that we could offset the missing items. I was really annoyed because it felt like they had waited until I ordered the suit before they came to me. I also asked for a discount on the suit due to all the stress and long waiting time, but I was told that this was not possible. However, with an influencer code from YouTube, it was no problem. Weak.

The crowning glory of the action is now the offer that came from Rule28. A jacket and a jersey are still missing and it seems like they cant deliver those, but they only want to refund me for the jersey because the jacket was supposedly a “gift” in the deal.

I have now kindly pointed out that it was a package price that included the missing goods worth 274 euros and I only decided to order such a big volume because it included goods worth 274 euros.

The support is so close to scam, if you have an alternative, I recommend buy elsewhere.

But I must admit, the products are great. I don't want to get 274 euros refunded, but at least goods for close the value. In addition, any reasonable company would somehow accommodate a customer who has spent around 1000 euros in 8 Weeks and has to chase after support for months.

If I hadn't actually received products from the company, I would say the whole thing is a scam.

### Edit: Answer

Your comment confirms my point. After four months of discussion, you only refunded me 37 euros, even though the value of the goods was 274 euros. Since the goods were part of a large order and discounted, I understand that you don't want to give me 274 euros in cash. That's why I never asked for it, but suggested offsetting it with a Road Race Suit (262 euros in the shop), which is even less than the outstanding value of the goods. That was a fair and reasonable offer that you did not accept. No matter how we look at it, there are goods worth 274 euros missing from the goods in my shopping cart and i chased you for four month! The discount was meant to encourage me to spend more money because it was tied to sales. Without the discount, I wouldn't have spent so much money. In Germany that would be a clear legal case.

The sad thing is that you didn't even try to meet me halfway, the customer is written very small here.

And also regarding customs: Customs did not contact me and your package, which went via the Netherlands, never reached Germany and was directly rejected.

###

Great product, but you probably know that already. And absolutely fantastic customer service from Sam who went above and beyond. My 15 year old son was given some aero-socks as a Christmas present. He loved the socks, but also the 1 watt good luck charm that came with them. Unfortunately he lost the charm almost immediately when he left it in the changing room at lee valley velodrome (luckily that did not stop him winning his next 3 track races a couple of days later!) I emailed explaining what had happened and without question, Sam sent out a new good luck charm as well as more socks. Service you cannot beat! Thanks again Sam.

Bought cycling kit in Australia and I ordered a size which was marginally too small (my error), very nice kit though.The service from Sam at Rule 28 regarding me exchanging from other side of the world was absolutely awesome. Would deal with these guys again in a heartbeat, great service . Thank you

Kate was absolutely wonderful. She was very helpful to my questions and helped me much in my purchase. My husband loves the comfortable feel of the Jersey material during his rides.

Ordered a base layer and jersey, chose the larger of two sizes that might fit according to their size guide. Jerseys from brands like Assos are already very tight if you follow their size advice. The Rule28 items were noticeably tighter still (length seemed comparable, but circumference at the bottom of the jersey was about 6 cm smaller than an Assos jersey of the same size).

I have an average-to-muscular build, but it was clear the items wouldn't fit so I returned them and got them exchanged for a larger size. Also ordered socks, which were a good fit.

If I could suggest an improvement, a recommendation to choose one size up in case of a not-so-skinny build might be useful in the jersey size guide. Also, I received a confirmation email when the return items were received, but nothing after that, so I had no idea what the returns status was for two weeks, until the package arrived.

All in all, I'm very happy with the quality of the items and would recommend Rule28. Thanks!

I've moved through a number of different tri-suits and paid north of £400 for them in the past, brands including Ryzon, NoPinz, Huub, Orca and more. Whilst there have been decent products I was overwhelming surprised at the quality of this tri-suit. The fit is absolutely fantastic and the material feels extremely top drawer. I would say it's the best tri suit I've had for initial quality and considering the price I couldn't believe the value.

Great company, amazing products and excellent customer service!! Highly recommend. Their aero suits are excellent in both quality and performance in wind tunnel and road races. Had issues with one of their products and they quickly replaced it free of charge for me. Next day delivery is perfect too!

An Amazing clientele service! My socks were too small according to Sam. Therefore he sends me another pair without hesitation and now I am flying. Thanks, Sam

Great kit, fast and helpful replies when I had questions about the Aero jersey 👍🏻

I ordered four pairs of the aero socks. They feel amazing and fast. Unfortunately, one pair had a defect in the seam. I chatted with Rule 28 and they quickly sent me another pair, no problem. Standing behind their product, fast and friendly, I'll be ordering more from Rule 28 in the future. I'd highly recommend.

Bought aero socks which fit perfect. I went a size down to make sure they fit on my small calves perfectly. Also got the gloves, which are really well padded on the palms. They’re easy to get on and off considering how aero and tight they are, as they have two finger hooks to pull off without ripping. And a grip to help pull on without ripping. They came into their own on 2 crashes, where they soaked up the little stones into them vs the skin on my palms. I also have the pro rapha gloves, but I never wear them as they have no padding and would give no protection. They have a great crash replacement policy if you damage your gear. Even if you damage gear that isn’t their brand they’ll sort you out still. Which is legendary.

Sock sizing not true to size (larger than expected and much larger diameter so they don’t stay up on your calf) and poor customer service. At first, they told me to use hairspray to keep the socks up as they continued to fall down when riding.

Then they offered to exchange but wanted me to pay the nearly $30-40 in postage from the US to UK to exchange. Their sizing is off so they should offer a free pair. I was planning on buying more clothing but won’t buy anything again from them.

I've been using Rule 28 gear to shave some Watts off 8 hour plus gravel events. The sizing is what you would expect from an aero focused product. I'm making this review mostly to express how impressed I was with the durability of this gear. I unfortunately took a pretty nasty crash and suffered only scratches with no perceivable difference on the Rule 28 gear itself!

Sock sizing not true to size (extremely large) and awful customer service. Emailed multiple times with no response. Found a return portal and used that. One item was sent with ‘refund required’ ticked but never received refund or response to any of my emails. Will not be buying again.

Edit - sock are not true to size. It is not in the length up the leg but length in size of the foot area (literally over an inch of material hanging off my toes).

Also if there had been any attempt to respond to my emails I probably wouldn’t have left a review here - you never bothered to explain why no refund was made. Perhaps consider communicating with your customers rather than just taking their money and ignoring them. Big shame I actually really like your gloves and would be buying another set but will not be spending another penny with you.

I made a mistake when ordering and I chose the wrong size by accident and they were very quick to get back to me and they were happy to modify my order.

Good service.

I had an issue with sizing on the aero socks, Rule 28 responded immediately to my email, and promptly rectified the situation. In my book, that's next level customer service - always appreciated!
Kyle Johnson 5/24/23

Got the wrong product and one product in the wrong size after waiting 8 weeks. Was told to ship it back and then I would receive what I ordered, which would cost me the same amount of money as I had paid for the product.

Zero understanding and bad costumer support.

I ordered some aero mitts back in July 22 and although only ever used for racing, by November the stitching had come undone and they split open. I wasn't expecting to have any issues getting them replaced however as yet I have received no response to my emails at all, they have all been completely ignored. Low and behold there is no phone number to call on their website so I am left with a useless pair of gloves. This is the worst customer service I have ever come across in the Cycling industry and I will make sure that everyone I race and ride with knows this.

The sizing reference on the website is incorrect. I ordered the sizes which according to their measurements should have been right. However on receipt of the goods I realized that both gloves and overshoes were well undersized compared with sizing ordered.

Although i measured to the exact centimetre the size of my hand palm as indicated on the website, i could bearly fit in it and the fingers size were too short by 1inch. I was in such a shock that the glove was so out of proportion, to the point it almost looked defective to me. Regarding the over shoes it was sized 10 to 12. I am size 12 and i could not even zip the rear ziper half way up. Again what a huge surprise as i ordered to sizing and despite being tall with a BMI of 23 and Athletic build I deem I should have fitted in these socks no problem.

Imagine the disappointment as I was Racing yesterday and was hoping to knock off a few seconds off my usual time. Instead I had to spend nearly £8 to return something that didn't have the fit you claimed. And now unwilltheir are unwilling to cover the return cost? Alright then...

Sam was not willing to refund £7.65 as a business. But you are unfortunately leaving such a bad impression to a potential future customers. Very disappointing again. I do race with plenty of other riders and I will certainly know which brand to recommend from now on.

What a shame, the product had it been sized correctly actually did look good and would have been marvelous had it had a customer service of great standard going with it.

This was their customer service feedbqck today, honest laughable...
On 4 May 2022 21:45, Rule 28 from info@rule28 com wrote:
Hi Max,

Thanks for your message.

It is not a matter of being unwilling to refund the return postage. We are simply unable to. It is a safety feature of our payment provider that refunds cannot exceed the total value of the original order. As you can understand this could be exploited should a data breach occur.

The aero glove fingers are short by design. This is how they achieve an aerodynamic benefit. This is detailed in the product page imagery and the FAQ on the product page. The product was not incorrectly sized.

I’m sorry the overshoes did not fit. This is very unusual but can on occasion occur for certain calf shapes. We have to strike a balance between sprinters and climbers with very different leg shapes.

Kind regards,
Sam.

Rule 28 Clothing Ltd.