Tuvalum Reviews 488

Reply from Tuvalum

Oct 10, 2025

Martin!

It has been a real pleasure helping you and answering all your questions throughout the process. Our goal is always to make you feel supported every step of the way and to ensure your experience with Tuvalum is as smooth and enjoyable as possible :)

I hope you enjoy your new Coluer to the fullest, riding along the beautiful German roads, and that every ride becomes a special moment. 🚴‍♂️

Reply from Tuvalum

Jul 8, 2025

Hi Toma!

Thank you so much for taking the time to share your experience. We’re really happy to hear that, despite the initial doubts, you felt well supported throughout the whole process. Laura will be thrilled to read your message 😊

It means a lot to us to know that the bike arrived quickly and in great condition all the way to Romania. We hope you enjoy it to the fullest on every ride!!

Reply from Tuvalum

Updated Jul 24, 2025

Bonjour Thomas,

Merci beaucoup d’avoir mis à jour votre avis et partagé votre expérience avec autant de détails.

Même si nous avons réussi à vous contacter environ 40 minutes après votre première tentative, nous avons bien pris note de la situation et avons déjà amélioré notre protocole de service afin de répondre plus rapidement à nos clients.

Concernant les 28 photos prises en studio professionnel, où nous nous efforçons de montrer clairement toutes les marques esthétiques typiques d’un vélo d’occasion, nous apprécions sincèrement votre retour et l’utiliserons pour continuer à améliorer ce processus. Toute critique constructive est toujours la bienvenue.

En ce qui concerne votre demande de changement de pneus, il n’a malheureusement pas été possible de la satisfaire, car bien que le vélo n’ait pas encore été expédié, il se trouvait déjà emballé, scellé et prêt dans notre entrepôt dédié aux envois, après être passé par notre atelier de révision. Si nous avions été dans les temps, nous l’aurions étudiée avec plaisir.

Nous sommes ravis de savoir que, dans l’ensemble, vous êtes satisfait du rapport qualité-prix. Nous prenons bonne note de vos remarques pour continuer à nous améliorer, et espérons que votre prochaine commande vous offrira une expérience cinq étoiles 😊

Profitez à fond de votre Cervélo!

Reply from Tuvalum

May 27, 2025

Hello Jacob,

I have carefully reviewed the issue and we are sorry that you did not have a good experience with us.

However, the problems you mention are directly related to possible misadjustments and/or wear from use, especially considering that you have had the bike for 5 months, during which it may have suffered impacts, jumps, scrapes, unintentional handling, etc.

We believe that if we had indeed delivered the bike in the conditions you describe, these problems would have appeared during your first rides (for example, the spoke would have come off, you would have had a puncture, the disc brake would not have worked properly, etc.).

However, since you contacted us after 5 months, we cannot assume the repair costs you mention. But there is no need to worry: your bike went through a thorough certification process before being delivered. We recommend performing the proper maintenance and keeping it clean and cared for so that the components have a considerable lifespan.

Regarding the warranty, as with any warranty in the industry, if external repairs are made without the consent or approval of the company that sold the product, the warranty may be affected. This is clearly stated in our terms of use and is completely standard practice in the industry.

We hope you continue enjoying your bike.

Best regards.

Reply from Tuvalum

Mar 14, 2025

Thank you, Mirek! We're glad to hear that the bike arrived in perfect condition and that you're happy with your purchase. Enjoy it! 🚴‍♂️😊

Reply from Tuvalum

Sep 24, 2024

Hello! Thank you very much for your review and for highlighting the speed and accuracy in the contact, as well as the organization of the shipment. We are glad to hear that everything was handled as you wanted.
We will continue to work to provide the best service possible, so enjoy your bike!

Reply from Tuvalum

Sep 4, 2024

Hi, Lukas. You can't imagine how happy we are to read your comment. At Tuvalum we strive to give bikes a second life, leaving them as good as new, and we love to hear that you are satisfied with your experience. We hope you enjoy your new bike to the fullest!

Reply from Tuvalum

Aug 14, 2024

Hello Kerri.

What good news to read that everything went well with the purchase of your bike. ¡From Tuvalum we hope your son enjoys his new bike very much!

Reply from Tuvalum

Aug 5, 2024

Hello, Camille! Thank you very much for your comment. We were very happy to hear that we were able to solve the logistical problem together and everything is in order. We will take note of your suggestion. Thank you very much and best regards!

Reply from Tuvalum

Mar 1, 2024

Hi, Christian.

Thank you so much for your kind words! We're thrilled to hear that you're satisfied with your purchase and that the bike met your expectations. Ensuring clear communication and flexibility with delivery timing is always a priority for us, so we're glad to hear that it worked out well for you, especially considering your vacation schedule. We aim to provide a seamless and pleasant experience for all our customers, and we're delighted that you had a positive experience with us. If you ever need anything else or have any questions, feel free to reach out. Happy riding!

Reply from Tuvalum

Dec 1, 2023

Hello, Romeo.

Thank you very much for your comment!

We are very happy to hear that your experience at Tuvalum achieve your expectations. We aim to offer you the best service as much online as in-store.

Enjoy your new bike!

Reply from Tuvalum

Nov 7, 2023

Hello, Ansis.

Thank you very much for leaving us a review!

We are delighted that your experience with Tuvalum has achieved your expectations. It's true, we always show in detail the condition of the bike, and the packing and shipping process is fast and safe as you mention.

Enjoy your bike and we hope to see you again.

Reply from Tuvalum

May 30, 2023

Hello Ronny. Thank you very much for sharing your experience with us. We are very happy to see that we have met your expectations. Whatever you need, we'll be happy to help you; don't hesitate to write to us at hola@tuvalum.com.

Reply from Tuvalum

Updated Mar 21, 2023

Hello Leo.

We are sorry to hear that your experience with Tuvalum was unsatisfactory, as we strive to provide the best possible service.

We want to clarify that after the problems you encountered with your bike, our after-sales team offered immediate attention to address the problem as quickly as possible. You were offered to send the fork back for repair, at no cost to you, or a compensation that more than covered the cost of the parts to be replaced. It was you who chose the latter option. It is also important to note that with Tuvalum you have 30 days to request the return of the item if it does not meet your expectations.
In any case, we hope you are enjoying your Orbea Oiz.
We are at your disposal, in case you want to give us another chance.

Reply from Tuvalum

Nov 16, 2022

It saddens us to read your opinion and see that we did not meet your expectations. First of all, you should know that we made repairs to the bicycle for a value greater than €300 at no cost to you, with the sole objective that the bicycle will reach you in the best possible condition. As we informed you in the more than 18 emails exchanged, we had to order the control unit directly from the manufacturer (Haibike) who sent it from Germany.


On the other hand, we would like to let you know that we have an after-sales service, which is exactly there to help you if you have any problems when you receive the bicycle. As you can imagine, sending a 25 kg E-bike from Spain to Italy can cause some maladjustments, or, in your case, damage to the wiring. The incident department was not notified of any problems after delivery, therefore, if we are not aware of a problem we cannot help you solve it.

We hope that despite these inconveniences you can enjoy the bike.

We remain at your disposal for whatever you need in the future.

Reply from Tuvalum

Updated Aug 25, 2022

Hello Marc. We are very sorry for your assessment.
Your second-hand bicycle STEVENS VOLT 2018 was shipped in great condition because like all bikes they are certified, tested outdoors and checked by professional mechanics.
In fact, in your case you received the bicycle in even better condition because Tuvalum paid for new rear wheel bearings, new front brake pads, and a brand new tubular tyre so you would receive it in the best possible shape.
With regard to your claim, which is still open, our team offers you daily attention, but you have not complied with the mandatory requirements in numerous points. For one, when you unpacked the bike, you damaged parts of the bike like the cable of the shifter (as you yourself have confirmed to us in writing). We have also repeatedly received discrepancies and contradictions in the case of a complaint, since first you claimed that the workshop had to make repairs of €600, later you sent us an invoice for €400. The invoice that you have sent us includes a Shimano Dura Ace shifter and extra cable although your bike has a Shimano Ultegra group mounted and comes with the cable integrated (costs €100). You've also complained that the power meter wasn't sent to you when it's integrated and mounted on the bike.
In Tuvalum we are always here for you, but the legal norms and rules of the platform must be followed in order to provide the best possible service. If processes are not properly followed or the alleged damages are not impartially substantiated, you will not be able to properly handle a claim in Tuvalum or on any website. It hurts us to be called fraudsters, when this company was born precisely for that, to prevent scams in the purchase/sale of a second-hand bicycle. For us professionalism and ethics come first and that is the only thing we demand in situations like this.

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UPDATE

Thank you for updating the story, Marc.
First of all we would like to clarify the facts, as there seems to be some confusion, you paid 70 euros for the Premiums service you hired, which is a tune-up. This money was not used for repairs as you claim. Tuvalum paid for all the repairs and the replacement of the components indicated, just so that you could receive the bike in an even better condition than indicated in the advertisement.
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For the computer mount that our mechanics unfortunately forgot to include in the box when packing the bike, we already apologised, it was a human error. We have already reimbursed you 20 euros, when a computer mount of this quality costs about 10 euros, for the inconvenience caused :)
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On the other hand, you claim that the charger does not work but it was not included in the invoice of 400 euros. Therefore, we kindly asked you to send us some proof so that we can verify it (simply because this is necessary in any claim process) and we also suggest you to change the USBmicro cable, which most of the time is the cause of the mentioned problem. Although we did not receive any proof, in good faith and trusting you, we reimbursed you an extra commercial gesture of 85 Euros to buy a new charger. Then, unfortunately, you told us that you were "fed up with sending photos and videos."
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Finally, as we explained above, we cannot take responsibility for the shifter that you damaged, surely unintentionally, during assembly. We fully understand your frustration with the situation, it happens to all of us when we have a problem with our bike. To help you, our team has sent you a website where the Shimano Ultegra shifter is in stock for the indicated cost of 100 euros, and ready for shipping.
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We would like to encourage you to check this claim from an objective perspective, as you can see, at all times we have tried our best to make sure you have the best experience with us. That's why we are saddened that you are trying to damage our image with unjustified accusations.

Reply from Tuvalum

Jan 11, 2023

Wow... thank you for such a good review!! We are very happy to have met your expectations.

Reply from Tuvalum

Feb 22, 2023

Nous sommes ravis que vous ayez apprécié notre service et que votre copain soit heureux avec son vélo. Merci pour votre confiance et à bientôt chez Tuvalum !

Reply from Tuvalum

Jan 11, 2023

Thank you very much for your comment. We can assure you that at Tuvalum we work hard to offer the best service.

Reply from Tuvalum

Feb 22, 2023

Wow! Thank you, Joan, for your incredible review and for sharing it.