Ride in the Box

Cia Nicola, che bello leggere il tuo messaggio, grazie di cuore! 😊
Gran giro oggi sulle colline, ottima compagnia… e quel pranzetto con spaghetti ai ricci di mare e vino spettacolare ha chiuso la giornata alla grande!
Quando vuoi, si torna in sella per un’altra uscita insieme! 🚴‍♂️🍝🍷

Paolo

Thank you so much for your wonderful review!
I’m really glad you enjoyed the bikes and our delivery service — exploring Tuscany by bike is always special, and it’s a pleasure to make it easy for riders like you.

Hope to see you again for another cycling adventure!
Paolo

Bonjour Marie,
merci beaucoup pour votre message et pour avoir apprécié la qualité de nos vélos ainsi que notre communication.

Je suis désolé que l’horaire de livraison vous ait semblé tardif. Comme indiqué dans nos conditions de location, les livraisons sont prévues le matin entre 10h00 et 12h00, donc la livraison à 11h30 était bien dans le délai prévu.

Votre demande d’avancer la livraison nous est parvenue le matin même, alors que le camion de livraison avait déjà commencé sa tournée, ce qui rendait tout changement impossible. Si nous avions reçu la demande au moins la veille, nous aurions probablement pu trouver une solution.

Merci encore pour votre compréhension et votre confiance, et j’espère que vous avez tout de même bien profité de votre séjour à vélo en Toscane !

Bien cordialement,
Paolo

Thank you so much for your kind words!
I’m really happy everything went smoothly and that you enjoyed your time riding in Tuscany.
Your recommendation means a lot — we’ll keep working hard to grow and make every experience as good as yours.
Paolo

Dear Gene,
thank you for your feedback. I’m glad you recognized the high quality of the bike.

Just to clarify — before delivery, we sent the detailed page of the bike and accessories, and you confirmed you didn’t need pedals or helmet because you had your own. The bike was prepared according to the manufacturer’s specifications and fitted with Tannus anti-puncture protection, which requires a lower tire pressure (around 4 bar instead of 6–8).

Regarding the pedals, the required hex key was not included because it wasn’t requested. I even suggested going to Hotel Palme, located just a few meters from your accommodation, where our partners could have helped immediately, but unfortunately you didn’t go.

It’s a pity you wrote this review without even trying the bike, which was in perfect condition. We always do our best to ensure a professional and reliable service — and thousands of satisfied riders can confirm that.

Best regards,
Paolo – Ride in the Box

Thanks a lot!
It was great having your group with us — I’m really happy you had a good time riding in Tuscany.
See you next time for another adventure on two wheels!
Saluti.
Paolo

thank you for your detailed feedback. We’re really sorry that your experience didn’t meet your expectations.

I would just like to clarify that the bike was delivered in perfect working condition — if the bolts had been stripped as you mentioned, we wouldn’t have been able to adjust the handlebar during preparation. It’s possible that the bolts were over-tightened afterwards, which may have caused the damage. Regarding the seat post, it was the original one and had always worked properly before being shipped.

The replacement seat post you installed had a smaller diameter and, unfortunately, tightening it caused the frame to bend. The bike is now unusable and will have to be scrapped. Moreover, no invoice was ever provided for the claimed repair.

In the end, we suffered damage and received a negative review — it happens, and we take it philosophically. We always try to do our best, and we’re truly sorry this experience didn’t go as smoothly as it should have.

Best regards,
Paolo

Réponse :
Bonjour,
merci pour votre message et pour avoir apprécié la qualité de nos vélos e-gravel ainsi que le service de livraison.
Vous avez tout à fait raison : le mécanicien a commis une erreur impardonnable en vous remettant les mauvaises sacoches. Nous nous en excusons sincèrement.

Je tiens simplement à préciser que les sacoches vous ont été fournies gratuitement, à titre de courtoisie, alors qu’elles constituent normalement un service optionnel à sélectionner et régler lors de la réservation. Si cette option avait été cochée sur notre système de réservation, la photo du modèle correct serait apparue et l’erreur aurait pu être évitée.
Cordialement,
Paolo

Ciao Carla. Thanks a lot for your kind words!
I am really happy you enjoyed the bikes and our service.
Hope to see you again soon for another ride!
Paolo

Ciao Leo,
thank you for your feedback!
Just to clarify — the shop where you picked up the bike is not one of our branches, but simply a friend who kindly agreed to hand it over, since your accommodation was located inside the pedestrian area, in a small alley not accessible by van. The shop wasn’t involved in the rental itself.

To offer you the best possible service, I decided to deliver a higher-level bike. When you mentioned you would have preferred a Wilier, I immediately offered to replace it, but you told me you wanted to try this one first and, if you didn’t like it, you would then ask for a change.

I’m sorry if something didn’t fully meet your expectations, but please know we did our best to assist you and provide a top-quality bike for your ride.

Best regards,
Paolo

Thank you, receiving compliments at the end of the season when we are already exhausted makes us feel even more pleased.

Thank you for your review and for choosing us for your adventure from Aosta to Rome!

We’re really glad to hear that the bikes and the overall service met your needs. We apologize for the issue with the inner tubes — there may have been a mistake by our mechanic, and we’ll make sure to be more careful next time.

As for the handlebar, unfortunately with gravel bikes we have to turn it sideways to fit them into the box, and we know it’s not always easy to put it back correctly. We’re currently working on a video tutorial to help future customers with this step.

Thanks again for your feedback — it helps us improve, and we hope to see you again for your next cycling trip in Italy!

Muchas gracias Luis, Es fácil trabajar con clientes como tú. Me alegra que lo hayas pasado bien. Para el próximo viaje, te espero en mi casa en la Toscana.
Un abrazo.

Paolo

Grazie Andrea!
We're really happy you enjoyed the ride from Altopascio to Rome — such a great stretch of the Via Francigena!
It was a pleasure helping you get set up and making sure everything was just right with the bikes.
We’d love to see you again for another adventure... maybe the northern part next time? 😉
Grazie from all of us at Ride in the Box!

Dear Ellen,
I’m really sorry to hear about your experience, and I understand how frustrating it must have been to encounter issues with the bike during your trip. Our goal is always to provide top-quality bikes and excellent service, so it's disheartening to hear we fell short in your case.
Regarding the electronic shifting issue, the bike you rented was new and thoroughly checked before delivery. It’s unfortunate that a bit of dirt affected the system during your ride. If we had been notified right away, we would have gladly sent someone to assist you or swapped the bike to ensure you could continue enjoying your trip without further problems.
As for the second bike, it was indeed stored with the guide, and it hadn't been maintained by us before your rental. We understand how important reliable equipment is, especially during a bike vacation, and we apologize that this caused you trouble.
Thank you for your feedback. We take it seriously and will use it to improve our service moving forward. If you’re ever open to trying us again, we would love the chance to make things right for you.
Paolo

Dear Barbara,
Thank you so much for your fantastic review! We're really happy to hear that the Cannondale Stopstone 3 bikes were perfect for your adventure and that our delivery service exceeded your expectations. We look forward to having you with us again for your next cycling experience in Tuscany or beyond!

See you soon, and enjoy your future rides! 🚴‍♂️🚴‍♀️

Paolo

Grazie Erik, thank you so much for your review! We're really happy to hear that the delivery service and our Cannondale Topstone Carbon bikes with Ortlieb bags met your expectations. Knowing everything went smoothly, even off-road, makes us proud. We hope to see you again soon for more adventures on two wheels!

Happy cycling,

Paolo

I spent two days on the phone trying to solve the problem, but I couldn't and everything went well thanks to your availability.
I'm glad I offered you a good service.

Paolo

Thank you Jackie, It's nice to read these messages, we work hard to try to give a good service and happy customers are our joy.
If you come back again for an Eroica event please let me know, I will surprise you.
Paolo

Ciao John, this review makes me very happy, I worked a lot on this project and I hope to make many other cyclists happy.
Thanks again for the kind words which encourage me to improve the service even further.
Paolo