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!