The communication in the beginning was very good. The presales person helped me with my questions and I was able to change some parts on the bike (crankset and casette).
I ordered a road bike, which came in a good packaging shipped with DHL express. But sadly the condition of the bike was not as good as it was stated online. It has been sold as condition "very good" but it had many scratches and signs of usage.
The support offered me two cup holders as an apology. I wanted to return the bike but I have to pay the shipping costs for sending back. They tell me that the bike is as it was online, but online you cannot see any of these scratches.
Communication is also okay but not good. I tried calling several times but never reached someone.
After sending the bike back on my own costs they held back my refund because they changed parts on the bike with referral to German law.

I am very disappointed with the whole experience, but maybe I was very unlucky.