Diamondback Bicycles Reviews 21

Ben and the Great team at Altacycling, are truly the ones I recommend as a "GO TO" for all of your cycling needs. From questions about replacement parts, to getting those parts into your hands, with their expert customer service skills and know how- definitely count on Ben and his team of experts!

Date of experience: May 07, 2025

I was seeking some information on an older Diamondback bike to replace the bottom bracket. I sent an email and within minutes had a response! I really appreciated that level of attention. Typically an email inquiry may take days or weeks to get a response. I was most impressed! A great technical support team.

Date of experience: May 07, 2025

Extremely quick response to a problem with my item received! Could not have been better….very efficient, friendly….everything a buyer could want when unexpected hiccups arise!

Date of experience: May 05, 2025

They are great at their job and very helpful!

Date of experience: May 01, 2025

Amazing support! Answered my questions quickly and was very informative. helped me out tremendously.

Date of experience: April 28, 2025

i made a mistake in ordering the Diamondback release 5c; didnt realize it has 27 wheels
i bought a diamondback release 2 three years ago
and love this bike; i mountain bike everyday after work with my two dogs in the woods; i hate when my bike has to get service and i cant ride
so i am going to buy a new diamondback; think the Yowie 5C. i filled out the contact us form this morning; Ben emailed me by early afternoon that he would cancel the order
Thx Ben

Date of experience: April 16, 2025

Awesome help I didn’t even know existed! Obscure part to a 7 yr old bike frame(podium equipe) I had searched for weeks with no success. Very happy they came through with the part and did not charge me for the part. Awesome!

Date of experience: April 12, 2025

This is my 2nd purchase of a Diamondback bike through the Alta Cycling Group. Both experiences were very positive. Customer service is excellent through this vendor. Direct and prompt communications from this vendor are exceptional.

The online purchasing process was user-friendly. The bike I purchased was delivered promptly and in excellent condition.

It is important to note that 2 days after my online purchase, the price of the Diamondback bike that I ordered was reduced due to an online sale. I contacted the vendor to determine if my purchase price could be reduced due to this sale. The Client Support Specialist contacted me immediately and graciously authorized the discounted price. I highly recommend this vendor.

Date of experience: March 17, 2025

Diamondback makes high-quality, durable bikes at a great price. My bike rides smoothly, handles well, and feels built to last. The ordering process was easy, shipping was fast, and assembly was straightforward. Customer service was responsive and helpful. Highly recommend for anyone looking for a reliable bike!

Date of experience: February 04, 2025

Ben was very helpful, friendly, and patient throughout my entire buying process. He was quick to answer emails and phone calls. I had a payment issue with paypal and a derailleur issue upon receiving the bike, neither of which were DBs fault. Diamondback offered to pay the cost of replacement and install at a local bike shop. I will be using them in the future and recommending my friends as well. Thanks guys!

Date of experience: March 25, 2025

I was able to follow the process pretty easily and they responded quickly. The company is doing great building wonderful bikes. I love my Release 5. Keep building great bikes don’t change anything you’re doing

Date of experience: February 13, 2025

First, the delivery required a signature to get delivered which made it a real challenge as I work during the day, I took the day off on the day it was "supposed" to arrive but it never did, so I had them switch the new delivery date to a FedEx office which turned out to be a nightmare, the one they chose to have it delivered to was a downtown location that had no nearby parking, what an ordeal to get the boxed bike to my vehicle. When I unboxed the bike some of the parts were loose and had fallen out of the box, like the QR seat collar clamp, what a fiasco dealing with poor customer service to get those parts! FINALLY, after weeks of dealing with them, I had the bike to the point that I could ride it... OMG the shifting was so far out of whack! The derailleur was not even close to being in tune, It was as if all they did was attach the cable, usually from a mail-order bike they are pretty close to being in tune, with a few minor tweaks I can get it dialed in with simple cable tension adjustment, NOT in this case, the shifting is so far out of alignment I will have to take it to a shop, and spend MORE time and money, this will be my last DB bike. UPDATE: Now I have realized the bike came with smaller tires than was spec'd on their website, I tried dealing with customer service again and it was surreal, it seems they know VERY LITTLE about bikes. their answers are very evasive, and would not answer at all about the smaller diameter tires that came on the MTB, as far as I am concerned they owe me tires, looks like that's not going to happen.

Date of experience: May 01, 2024

Bike arrived with both rotors bent. Diamondback customer service talks to me with such an attitude like they are pissed off at me for it. So I’ve been dealing with the headache of the damage, repairs AND the process of getting help for it. Diamondback after a month now is still arguing with me about the damage and cost and just doing the complete opposite of helping.

Date of experience: December 20, 2023

I've owned my DB bike for almost 2 years now and the customer service has been great. I've contacted them 3 times using the chat/form submission and once over the phone, every time they replied or picked up quickly and were able to fix the problem or answer my question.

Date of experience: December 23, 2021

New Sync R 29 came a couple months ago. So far I am in need of replacement crank arms, bottom bracket and a seat dropper. Customer service has been of little or no help (Nathaniel is utterly arrogant and Eric is nice, tells good stories but generally provides little help). Diamondback apparently carries no spare parts, so either you have to contact the manufacturer of the parts yourself (and hope to hell they have them in stock) or buy them aftermarket.
Too soon for a bike to fall apart, and no help from the company when it did.

Date of experience: May 12, 2021

I bought a Diamond Back Ascent MTB with a Cro-Mo frame and forks. I had a lot of trouble with the headset coming loose. Tried preplacing the headset; still no good. I worked out in the end that the headtube top and bottom was not parallel; so the headset bearings have had a massive amount of load on just one part of the bearing ever since the bike was new.
I took the frame to Mercian Cycles (who manufacture bike frames as well as do repairs) in Derby, they faced the headtube. This has sorted all the headset problems out straight away. The bike now works properly, which is something it has never done before in the 30 years since it was brand new!

Date of experience: November 12, 2020

I have purchased two bikes from their web site on May 3rd one of them came unregulated and the other one is already showing wheel problems. I tried to contact them 3 weeks ago for the first time and got no response. This past week I tried twice again and nothing, not even their phone number works. Based on the customer rights and their own return policy I have 30 days to return the items, which I filled a claim for but never got any answer from them so, I'll definitely have to go legally after my rights.

Date of experience: June 02, 2020

Honestly, you get what you pay for I guess, but when I spend $2000 on a bike I would expect a few basic things as a minimum. Like getting the right tools to set assemble (I didn’t) and especially getting the right tires, one would also expect not having to replace the chain after 3.. count them 3 rides.. unbelievably bad customer service or support, take no responsibility whatsoever and offer no recourse - “wrong tires?? well we reserve the right to change them prior to delivery, no tools - well we can try and find something to send you, but you’d be better off going and buying your own out of pocket, chain broken after 3 rides? Just go buy a new one” serious wth?? I waited on phone for 45 mins to air my concerns and the sheer lack of empathy or help was disgusting. Certainly won’t be recommending these guys.. I’d avoid if I were you.

Date of experience: May 16, 2020

Wow, customer service went above and beyond. The bike quality is excellent. Thanks!

Date of experience: November 23, 2019

tl;dr: Two assembly issues. One of them could have hurt me badly. Both Diamondback and Summit (assembly store) failed to take ownership of issues.

After a few months of use, the front wheel came off while riding. Thankfully I was OK, but bike finish got cosmetic damage from friction with tire. Diamondback showed no interest in owning the issue, and pushed it to Summit Bicycles (who assembled it). Summit also took no ownership, but at least offered to inspect the bike to ensure the damage wasn't structural.

A few months after that I took the bike in to another shop to get a personal fitting. On putting the bike on the trainer for measurement, the tech discovered that the rear derailleur had been badly installed. The piece that held it in place had not been properly threaded onto the axle, and was now jammed. He made a temporary fix, and encouraged me to reach out to Diamondback and Summit.

Diamondback again refused to take ownership. Summit offered to request and install the part free of charge, even though the rear wheel apparently comes installed from the factory (i.e. Diamondback's responsibility).

Nice offer. Unfortunately they never made good on it, even after I followed up with them.

I've now ordered the required part to fix the rear wheel myself, and will get the shop that diagnosed the issue to install it. They will also sell me my next bike. It will not be a Diamondback.

Date of experience: November 18, 2019