If you need aftersales support, look elsewhere
I rarely leave reviews, but this experience really deserves one.
I had an issue with a fork presenting a manufacturing defect on a Superior bike originally purchased from Cykelkraft (although I’m the second owner). Let’s make it clear from the beginning, the bike was still under guarantee and they most likely sent it to the first owner without checking if everything was in order.
Despite my efforts to provide all necessary documents such as pictures, guarantee, certificates (from professional bike workshop), invoice, and frame number. It took several weeks before they even acknowledged the issue. The customer service was evasive, slow, unserious and uncoordinated. Emails were ignored, and phone lines were either closed or redirected to dead ends. They were definitely not taking my claim seriously and it felt they were trying to shut me down although I was 100 % in my right. The only time things started to move was after multiple follow-ups and pressure including escalating the issue to Konsumentverket.
Eventually, the fork was replaced, but only after heavy insistence and despite Cykelkraft claiming it was all a “goodwill gesture”, ignoring their responsibilities under Swedish consumer law. Not only did they refuse to cover the installation cost, they even tried to shift the blame by saying I was not their “final customer” and that the person I bought the bike from was responsible, an excuse going against Konsumentverket guidance on consumer rights for second-hand purchases from a company.
Had I not persisted, nothing would have happened. The overall impression is that Cykelkraft prefers stalling, avoiding responsibility, and hoping customers eventually give up. Interestingly, after handling the entire case in English, they suddenly switched to Swedish in their final reply. Perhaps hoping I’d magically stop understanding and go away? Classy move!
I wouldn’t recommend this company based on how poorly they handled this case. If you’re lucky and never need help, maybe it works but don’t count on solid support when it really matters.
PS:
Since Cykelkraft has responded to this review by again reiterating their “goodwill” narrative, I’d like to clarify:
This case was never about “high expectations,” but simply about being treated fairly and receiving a basic level of support after a serious product fault. the issue wasn’t about the legal minimum, it was about how poorly the case was handled. No one forced you to respond but if you do, don’t blame the customer for being disappointed after weeks of avoidant behavior, vague answers, and zero ownership. If you truly believed you “did everything you could,” you wouldn’t have waited until I involved outside institutions to finally act. It’s not about entitlement, it’s about professionalism and accountability.
Reply from Cykelkraft.se
Thank you for sharing your experience. We understand that the situation has been frustrating, and we have truly tried to help you as best as we can. As the second owner of a used bike, the same consumer laws do not apply, and unfortunately, claims can no longer be made, which we have tried to explain to you throughout the process.
Both we and Superior have done more than what is required in this situation, and we have acted out of pure goodwill to assist you. It is of course unfortunate that after we have done everything we can to resolve the situation, you are still dissatisfied and have given us 1 star.
We understand that you have high expectations, but unfortunately, it seems that we cannot meet the standard you are aiming for. It is unfortunate, but as previously mentioned, you did not purchase the bike from us, but from another private individual in Sweden. Therefore, the guarantees and rights to make claims that apply to the first owner do not apply here.
We wish you the best moving forward and hope that you find a solution to your situation.