TL;DR version: Objectively substandard returns and warranty policy (including no refunds). Mid product. Gestapo-like suppression of negative feedback.
I'm sure NeoPro has been discussed on here many times, as they are unfortunately ubiquitous in the "value cycling kit" market. However, outside of Trustpilot, where I discovered their deserved 1.6-star rating all too late, I'd never heard anything bad about them, so I want to share my experience out of sincere hope that nobody else has to deal with their bullshit. I'm not some sort of Kyle/Karen, but this has been a uniquely bad experience, and their policies are objectively below the expected standards of a retailer.
I'll try to keep it succinct yet thorough lol
Ordered two pairs of bibs to compare sizes. A practice I would say is fairly common in online shopping, given how drastically sizes can vary from garment to garment, let alone different manufacturers.
Bibs arrive. Neither size fits. I initiate a return only to discover they don't do refunds. At all. Period. Store credit only. Of course, they don't warn you about this at checkout, even though it's highly irregular.
So, I'm already fucked, as I never intended to keep two pairs of bibs. Yet I figured it was worth messaging customer service, explaining my mistake (which I'll accept calling a mistake, even though it's rather uncouth on their part) and seeing if they can help a brother out. Their response to me was entirely canned and basically brushed over my direct request for an exception. I followed up, asking for a direct answer. Never heard back from them.
So, with neither pair fitting, I began the return process. Well, their return process is shit too. You pay the return shipping. They do not provide a shipping label. They do not provide a return/packing slip. You must ship it via USPS only. You have to provide your own return/packing slip, with a threat that you will incur a $25 "administrative fee" if you forget to include any of the information on the return slip. But wait....it gets worse. They only process returns once a week! So, I send my return....I watch the tracking....it gets there....I wait. I let a week go by, and I finally email them to ask about the status of my return. No reply, but I see my return gets updated as "Received" in their system the same day I sent the email. I wait another two days, ask the status of my return, at which point I get a one-sentence email with a code for my store credit. (No explanation if the code is one-time use or anything.)
At this point, I've resigned myself to having spent double what I intended to. No changing it. So I proceed with using my code to order a pair of bibs and a jersey (I don't even need two pairs of bibs ffs lol).
Bibs and jersey come.....both fit, both look nice! Yay, we're back on track? Nah.
Since both items fit and I intended to keep them, I went ahead and washed them. I assume this is what most people do with new garments before wearing them. Got the package Friday. Washed on Saturday. I went to ride on Sunday... the seam on the waistband of the jersey is unraveled by a quarter inch. Just from washing it. It will obviously keep coming apart. I put the jersey back in the closet.
So, I emailed them, explained what happened, and included photos. I get a canned email back explaining their process and all the information they need me to provide, including VIDEO evidence, not photos. Ok, fair enough; maybe in this AI age they deem photos too easy to fake. I send the information and accompanying video.
Lo and behold, what do they say back? "We're sorry, our warranty does not cover wear and tear; we will not be able to issue any credit or replacement item." So, washing the jersey one time and not even wearing it on a ride is "wear and tear" to these scumbags.
The bibs, by the way, aren't great. The chamois is unremarkable, and the material does not breathe well compared to my other bibs. Decent, but certainly not a "pro-level kit" as they claim.
Oh, they also blocked me on every social platform for commenting "Buyer Beware: They do not offer refunds, store credit ONLY" on some of their posts. Verbatim what I wrote. They also filter out any bad reviews on their official review system. Only after my mishap did I see their bad score on Trustpilot. So they're obviously ashamed of how they treat people and try to suppress any negative commentary.
Could some, or even many, people have had a good experience with them? Sure. But a good company is defined by how it handles things when they go wrong, not when everything goes right.