Velotex - Disappointing Customer Service

[Fisan]

TL;DR: Velotex - decent products, but customer service no good.

It seems like Velotex is trying to break into the consumer market (as opposed to just corporate wear). I had a team kit from them that lasted me a good few years, so I thought I'd give their consumer range a try.

🟢 Payment process works just like any online shop - not any problem there.

🟢Delivery was quick - 3 day delivery, but....

🟡 ... they never sent any tracking updates or any form of notifications of when it it is out for delivery.

Bibs arrived, looked good, and quality seemed decent, but unfortunately the fit didn't work. Consulted the Shipping & Returns page - easy enough, just send an email to returns@velotex.co.za and courier to their factory at Cole Str in Observatory. Except, that:

🔴 The email bounced (error 550 Unroutable address) and

🔴 They have moved to Chatham Rd in Obs

Fortunately, I live in Cape Town, so just return in person right? But...

🔴 They couldn't process a refund at the shop;

Left my invoice, bib, and phone number at the desk so that their accounts department could call me later the day

🔴 ...but they never did.

🔴 and a follow up email to info@velotex.co.za went unanswered.

Eventually, after trying ihisales@velotex.co.za I received a response and request for my banking details. 

🔴 10 days later, including a follow-up in between, still no refund.

I will send a another follow up email.

I know it's not fair to compare it to Takealot, for example, but at least there I can request and submit a return in one day and receive a refund or credit within days. However, the time and effort required is just not up to standard — I started the process 20 days ago and am still waiting. I'd rather just stick to corporate clothing.

 

 

 

 

 

[Jimmy 2.0]

That's to be expected, the owner is too worried about trying to be a celebrity and completely forgets to run a business

[Shebeen]

12 minutes ago, Jimmy 2.0 said:

That's to be expected, the owner is too worried about trying to be a celebrity and completely forgets to run a business

who is the owner? his celebrity status hasn't reached me yet

[Headshot]

2 hours ago, Shebeen said:

who is the owner? his celebrity status hasn't reached me yet

Same here. Didn't know there were any celebrities on Obs.

[Prince Albert Cycles]

3 hours ago, Shebeen said:

who is the owner? his celebrity status hasn't reached me yet

Johnny Koen

[Chris_Mugs]

20 minutes ago, Prince Albert Cycles said:

Johnny Koen

[gemmerbal]

OP, sorry to hear about your situation. Personally I have had nothing but good relations with Johnny, he was very supportive during my 2 fundraising campaigns where I chose to use their kit, including a substantial discount. Hope you get it resolved. 

[Fisan]

3 hours ago, gemmerbal said:

OP, sorry to hear about your situation. Personally I have had nothing but good relations with Johnny, he was very supportive during my 2 fundraising campaigns where I chose to use their kit, including a substantial discount. Hope you get it resolved. 

That's just the thing. I have a team kit that have lasted years. I've probably worn the bibs waaay past their best before date. And that's one of the reasons why I chose to give Velotex a chance. Plus, supporting local also feels lekker.

The new range is priced similar to Cioviata, for instance (can't comment on quality comparison). I feel for a relatively unknown brand that price range warrants a bit better customer service.

Who knows, hopefully both sides learn from this.

For what its worth I received an email update after my original post that the refund has been processed...

 

[gemmerbal]

3 hours ago, Fisan said:

That's just the thing. I have a team kit that have lasted years. I've probably worn the bibs waaay past their best before date. And that's one of the reasons why I chose to give Velotex a chance. Plus, supporting local also feels lekker.

The new range is priced similar to Cioviata, for instance (can't comment on quality comparison). I feel for a relatively unknown brand that price range warrants a bit better customer service.

Who knows, hopefully both sides learn from this.

For what its worth I received an email update after my original post that the refund has been processed...

 

My story is similar: was gifted Velotex kit way back in 2009 of which the shammy is still good. Ended up contacting Johnny for my 2022 fundraising effort, he called me to come see him, he personally took my measurements and sized my kit, plus he advised me on which items to get for the varying weather conditions during the 5 day event. Having seen him race back in the old Rapport Toer days, it was a privilege to meet someone of his racing pedigree, and have him share his experiences with me. I can’t speak highly enough of the man. Glad you seem to be making some progress. 

Edited August 28, 2025 by gemmerbal

[Velotex]

Hi, we’re very sorry to hear about your experience. We would have preferred to resolve this matter directly with you over a call, but we would like to clarify a few points here.

Your refund was processed on 22 August via the same Payfast link used for your original payment. We will send the refund confirmation to your email for your peace of mind.

Just to avoid any confusion, Velotex has not moved premises. We’ve been at the same location for the past 25 years, though our entrance recently shifted to 1 Chatham Road. This update was communicated on our social media, website, and Google Maps.

We truly value your support and hope we can restore your confidence in us. Please feel free to reach out directly if you’d like to chat further.

[Velotex]

Regarding the comments about our owner, Johnny Koen, he is an ex-professional cyclist with wins in the Rapport Tour, multiple SA Championships, the Boxing Day track event, and over 300 career victories. Beyond racing, Johnny has contributed to cycling for more than 40 years in the apparel industry, as a commentator at the Olympic and Commonwealth Games, and as an MC at 40+ cycling events each year. While he doesn’t consider himself a celebrity, we do feel the disrespectful remarks made about him are in poor taste, given his contributions to South African cycling.

[Underachiever]

On 8/28/2025 at 9:41 AM, Jimmy 2.0 said:

That's to be expected, the owner is too worried about trying to be a celebrity and completely forgets to run a business

Seriously???

[justinocean]

1 hour ago, Velotex said:

We would have preferred to resolve this matter directly with you over a call

 

1. “ Consulted the Shipping & Returns page - easy enough, just send an email to returns@velotex.co.za and courier to their factory at Cole Str in Observatory. Except, that:

🔴 The email bounced (error 550 Unroutable address) and…”

2.  “Fortunately, I live in Cape Town, so just return in person right? But...

🔴 They couldn't process a refund at the shop;

Left my invoice, bib, and phone number at the desk so that their accounts department could call me later the day

🔴 ...but they never did.“

3.  “🔴 and a follow up email to info@velotex.co.za went unanswered.”

4.  “Eventually, after trying ihisales@velotex.co.za I received a response and request for my banking details. 

🔴 10 days later, including a follow-up in between, still no refund.”

 

 It’s evident that your customer made several attempts to, as you wrote, “resolve this matter directly with you” over a period of 20 (yes twenty) days.  Yet here you are regretful that THEY did not “resolve the matter directly with you”, after they repeatedly tried to do just that.  What are you failing to understand?  And then you even come across as indignant when they in desperation feel the need to resort to a public forum.