Poor customer service and communication. Quality low as of my experience.
Purchased a FS frame in December 2025. The bottom bracket threads de-bonded from the frame after 2 months of gentle riding. By June 2025 a warranty claim was accepted but as of now ( February 2026 ) I have not received a replacement. Ty communicates poorly and rarely responds to ( civil ) emails. Instead of riding a bicycle I have excuses about " manufacturing backlogs " and " illnesses " and less money in my account. Update : The day after I wrote this review Ty contacted me to sort out my warranty issue and 3 weeks later I got a refund.The day I received the refund Ty contacted me to withdraw my review but I decided to amend it. Response to the Reply: I would like to reply to Ty's reply to my review. I have been nothing but accurate and courteous in my review but feel that your response is distorting the timeline and the speed or lack of your replies to my emails. After accepting the warranty in June it took 2 months of silence from your end before telling me there was a holdup at custom paint for the frame and you were " getting it pushed through paint ". 1 month later you wrote " the warranty is good to ship now ". 2 months after that you were telling me the frame was still held up in painting ( we are now 5 months in ) and offered me a non-painted frame declaring it would ship in 7-10 days.At that stage I agreed to taking a non-painted frame. 2 months AFTER THAT you wrote that my frame is still held up in paint and offered me a non-painted frame. I hope you can appreciate how frustrating the whole process was. In particular I can count 28 emails coming from me with over half of those not getting a response. As I declared above You did send me a refund and as far as I am concerned we are good.
By Christian H.
Response from DIY Carbon Bikes· Mar 6, 2026
Hey Christian, I know we have stayed in communication and have resolved the issue but I want to respond to provide more details around your experience. First, we are very sorry that your frame had a separation issue at the bottom bracket, that is an extremely rare event, so I am sorry you had that experience. We see that you originally applied for your warranty in June and your warranty was approved. However, you had a custom painted frame you wanted replaced in the same color and we let you know that your specific paint was no longer produced but could be custom made with a longer wait in the paint queue that could take months. You agreed to that longer waiting period, but eventually came back in December and requested the UD matte frame. Once you requested the UD matte frame we immediately processed your order and offered you a local frame from the USA but realized you were international and that would take longer to get to Australia. So, the frame entered the normal process to prepare and ship but because of the slightly slower time during the holidays you requested a refund. We were able to cancel the frame for you and immediately processed the refund, but we were informed that PayPal denied the refund because of the longer time period from the original order. You then provided us with all the information we needed as you provided us with your personal PayPal on February 23 and we refunded you on February 25th. We are very sorry this was a longer process, but we were trying to work with you to get you the exact frame replacement you wanted which did delay the process, and there were also times we had to wait on information from you to get things processed for you. After your refund we noticed that there was a review that did not include all of the information and the resolution of your situation so we requested an update before we responded. Thank you for the update, but we did want to clarify some of the circumstances surrounding this and let customers know that this is not a typical situation and that we handle issues swiftly. We are very glad you have been refunded and this issue is resolved. Feel free to let us know if there is anything else you need from us, Thanks, DIY Carbon Bikes