Jakroo Custom Cycling Apparel

Attempted to work with Michael Hernandez on a custom baggy short for our corporate bike club. Absolutely maddening experience. Luckily I never went through with an order. Took forever to get responses. Submitted artwork for custom design, they «never saw» it come in. Then they designed a shirt instead of shorts. Never once did I mention a shirt. Asked several questions about the product before hand. Had an email with his responses. When it came time to order a sample, not a single word he had told me was true. I begged and pleaded with him to call me back. Never a response. Finally got him on the phone when I called a different extension and asked for him directly. Unbelievably poor customer service. I am flat out amazed these guys are still around treating people like this. I am very glad I went else where with my apparel needs.

Do not do business with this company. They do not respond to emails or voice mails. Unfortunately, I had to dispute my recent credit card transaction with them.

Should have checked Unilocal before contacting them. No response for days…

Really disappointed, second year I ordered our club kit. Very poor fit and terrible durability. There are so many high quality company, s making cycling clothes. I won’t be making any more purchases again from Jackroo:(

Do yourself and your club a favor by avoiding Jakroo.
I received a club one piece today and went to the garage for 10 minute spin to see how it felt. After getting off the bike I noticed the inner thighs were frayed from rubbing on the saddle. I own quite a few bibs and shorts and it takes a lot for a high quality short to fray. This took less than 10 minutes to be ruined — I imagine after 56 miles there would be two holes making my 13.1 run a little breezy!
Immediately, I contacted Michael Hernandez at Jackroo, and was told that if the fray was caused by the saddle it would not be covered or replaced. Nice customer service. From the time I signed for FedEx and my contacting Jackroo was less than five hours.
I was informed that if I wanted to return it they would send me a label, and they would inspect it, but they stressed if it was from the saddle it would not be covered.
Well the race is in 25 days and I am out $ 135.00. I will just wear the mismatched zoot two piece I have worn many times that is still in perfect condition.
This outfit is a joke.
— — — — — –
Response from customer service:
«I understand your disappointment. I’ve been racing for 25 years, and don’t like to have any equipment not function perfectly. Unfortunately, if your saddle is tearing your garments, I would recommend changing/​updating your saddle. But I’m sure that isn’t what you want to hear right now — but it will solve this problem of wearing on your garments.
We will evaluate your suit and either return it to you if not a product defect, or initiate a replacement garment if it is a product defect»
— — — — — –

Check out the reviews Unilocal doesn’t feature. Getting our team jerseys took four months. The customer service person was hostile and we missed two team event deadlines when the promised turn around times were missed by as much as three weeks. They would resend old, rejected artwork and even that was three weeks late. If I didn’t live in town and would drive to their offices we still wouldn’t have jerseys.
They claimed they sent to notices to my «Yahoo» e-​mail address, but I don’t have and have never had a Yahoo e-​mail address. When I asked to get copies of the messages they sent to see if there was a problem with my e-​mail, they never bothered to respond. When I drove to their offices to get a response to three messages sent over a two-​week period, Mr. Hernandez walked past to go to lunch without even looking in my direction. I recognized him from the picture on their website.
I was never advised that they weren’t going to make a deadline. I even delayed a trip to Europe so we would have jerseys for the event. Never again.

**I do not recommend jakroo**
We spend about $ 3k in team gear (to someone in China)
1 jersey was defective and Michael Hernandez accused me of damaging it myself and was short of calling me a liar. it had a lot of snags. I’ve cycled for 4 years I know how to care for my gear. This was a 1 month old jersey.). He never returned any of my pleasant messages nor e-​mails when inquiring about orders or simply asked for a reply call. He verbally priced items but at order time, prices where changed and did not honor his word/​verbal price. We continued to buy because we have a big team and didn’t want them to have different cycling gear.
Did I mention that they are very EXPENSIVE!
HOWEVER, Next year’s gear we plan to work with another company for sure! My experience was horrible and Michael Hernandez never ever was apologetic nor did he appear to care if we bought from his company or not. Sales must be off the charts.
Michael Hernandez sounds like a very nice guy but don’t be fooled.
Do you, your nerves, and your team a favor and choose another company.

I am going on my 3^rd and final experience with Jakroo. First of all… never believe any part of their cute web ad talking about 21 day turnaround time. No scenario that we have experienced… gets to a 60 turnaround… much less 21. Their design process is the most maddening customer service experience that I have ever dealt with in my business career. It doesn’t matter how well you are prepared in sending them designs… they will take forever to return them for approval. We have spent over $ 4k with this group in the last 18 months… they already have our design… and we are waiting over 30 days for production on our order. They have missed every single deadline that we have placed on them for team kits. Every single one. We went back to them the 3^rd time because they have our design and the product quality is excellent. Unfortunately, their horrible customer service and lack of timely delivery isn’t worth any more of our $$. You have been warned.

I can’t rate the product because I never received any product. I can say that the customer service was horrible.
I submitted a design request with required information. I waited 11 days and heard nothing back. I emailed them and received an apology blaming their software, and a request for more information which I immediately submitted. Another 12 days go by and I hear nothing. I emailed them to check on status. I receive another apology this time citing they had several people on vacation as the reason for the delay and promise to have an initial design to me within a couple days. 2 days later I do receive the initial design. The design looked good and was along the lines of what I wanted. I wanted a few minor changes made. I emailed them back as requested with edits that I wanted made. 18 days go by and I hear nothing from them and email them requesting a status update. It is now been another 12 days and have heard nothing from the company. All told it is now been 59 days since I submitted my original design request. Every communication with them had to be initiated by me. So at this point I simply wasted my time as Jakroo apparently was not interested in my business, or completely unable to take on new business.

Nothing ordered yet. Huge fan of the site though — what an awesome experience thus far.
Will update when I hear from these guys.

Not impressed at all. Our club ordered a bunch of custom clothing and was told we would get them in 3 weeks. 6 weeks later, some people are just now getting them. And the sizes are not that accurate. You definitely need to try samples on before choosing your size, for both tops and bottoms.

These guys are the BEST! The people are friendly, and the quality of the product is out of this world! I find myself choosing Jakroo over Sugoi or Castelli, especially for the unbelievably low prices.
Keep up the great work guys!

Stopped by a warehouse sale this weekend and got to Meet Linda Bush she was so great to talk with! Bought a Jersey and a very uniqu retro style Jacket for some great prices! I love the color choices for the gear not the usual red black and white like everyone else :) or the rest of my closet… I May have found my new Cycling Gear company :)

Love their product. Nice people, friendly